Complaints

• Initial Complaint

  06/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a vehicle and paid cash in full. The dealership will not provide the title. They claim they released the title to the MVD the MVD says this is not accurate. Even if I could get the title from the MVD I would have to pay for it which isn’t fair because I paid the dealership. The MVD says to call the dealership and the dealership has been nasty to me and said I’m lying.

  

  Business response

  06/10/2022

  To whom it may concern, 

  The title should come from the state. However, if I am able to get the full name or exact address of the dealership this customer's complaint is regarding, I'd be happy to look further into the details of their purchase. 
  
  Thank you, 

  Julie D**** 

  Customer response

  06/15/2022

  
  Complaint: ********
  
  I am rejecting this response because: Mike has sent me to the MVD multiple times. What you are providing the state doesn’t have. Also, why would I pay more money for your error? As said multiple times I’ve gone to the MVD and they said they can give me nothing because the dealership hasn’t released the title. I have filed a complaint with the attorney general. This is fraud. If it wasn’t I would have thought the dealership would call the state and get this resolved. Yet again same information and the MVD sends me away. 
  
  Sincerely,
  ****** ****
  

  

  Business response

  06/20/2022

  To whom it may concern, 
  
  The dealership DID send all necessary paperwork to the MVD, which is why a title was issued on 4/21/2022 and sent to **** ****** *** NE, Rio Rancho NM, 87144. If the customer did not receive the title, they will need to file for a DUPLICATE title through the MVD. The dealership has also attempted to contact the customer directly to explain the process to the customer, and is awaiting a call back. We have closed this matter on a corporate level. 
  
  Thank you, 
  Julie D**** 

• Initial Complaint

  06/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  In October of 2021, I ordered a spare tire kit through this dealership after they tended well to a blown tire. For the next few months I would call to check in on the progress and leave messages asking for the status of my order. I then went for an oil change after 6 months of silence. I asked about the tire and they helpfully pulled up the record. Mopar had apparently discontinued the product. I asked why I had not been informed and they apologized claiming the manager would mail me a refund check. It has now been another six weeks Auth no sign of the refund and no further word from the dealership. Steer clear of the larger Jeep Wave program and the management of this particular dealership.

  

  Business response

  06/03/2022

  To whom it may concern, 

   

  In order to properly respond to this customer's complaint, we need the full name or exact address of the dealership the customer's complaint is regarding. 

  
  
  Thank you, 
  ***** Davis 

  Customer response

  06/06/2022

   
  Complaint: 17314396
  
  Ignore the subject line. **************************************************** is the address in ******, thank you. I
  Sincerely,
  
  ***************************

  

  Business response

  06/07/2022

  To whom it may concern, 

  The general manager has been attempting to contact the customer directly. Reimbursement check was sent 4/11, but has not yet cleared the account. The dealership has been attempting to contact the customer to confirm if the address the check was sent to was correct, or confirm if the customer would like to pick up a new check, as the dealership has now issued a stop payment on the one sent in April. 

  Thank you, 

  ***** Davis 

  Customer response

  06/08/2022

   
  Better Business Bureau:
  
  I replied via email to the manager. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In October 2021, I received a Customer Satisfaction Program (CSP) letter for the 21B10, 21N03, 21N08 recall repair on my 2018 F-150 for (VIN *****************). I promptly contacted Larry H Miller **** in Lakewood after receiving the October 2021 letter to schedule the 21B10 *** reprogramming prior to reaching an odometer above the ****** mileage coverage that would assure 100% coverage should an additional relevant repair be required. In January 2022, the *** update proved ineffective and my transmission began experiencing erratic shifting so much so that driving the 2018 **** F-150 became extremely unsafe. ****'s answer to the ineffective 21B10 *** reprogram was a one-time repair of the cam phasers under *** 21N03 which also proved ineffective and the transmission only got worse.As of today, April 23, 2022, I still do not have my 2018 F-150. What was supposed to be a simple *** reprogram now has Larry H Miller of Lakewood telling me they need to replace the transmission and that the 21N03 cam phaser repair is only being covered at 66%. Additionally, my windshield has somehow been damaged and requires replacement while in possession of LHM. Each time I have called **** Customer Relationship Center the calls have produced zero results. Not sure what to do?

  

  Business response

  06/02/2022

  To whom it may concern, 
  
  *** customer originally brought their vehicle to the dealership because of the notice for Recall 21N08. This is covered by **** 100% if the vehicle is under ****** miles.  If it is over that, they cover a percentage of the repairs. When the vehicle arrived at the dealership, the truck had ****** miles. *** dealership performed the software re-program, which is the first step of the recall. *** truck returned one month later at ****** miles. This is where the phasers would be replaced, as that is the second and final step if the reprogram didnt fix the rattle.  **** is covering 66% of the ****(as the vehicle is over ****** miles) for the customer and the dealership did create a Loyalty case with **** in regards to getting the entire repair covered, however **** denied that.
  
  *** customer is also claiming that this recall was the cause of the transmission issues, however there is a technical service bulletin that requires the dealership to replace the separator gasket in the vehicle. *** customer approved this repair, however the internal damage of the transmission was to far that it caused some of the gears in the transmission to have failure. Unfortunately at this point the vehicle requires a transmission. *** dealership then created a secondary case with **** to see if they would  cover the repair of the transmission. **** denied that also.
  
  When the customer threatened to obtain legal counsel, the dealership stopped communication as that is corporate's policy. *** customer's dispute is with the Manufacturer, as they are the ones to determine coverage, not the dealership. *** customer will need to work with **** if they seek further assistance. 
  
  Thank you, 
  ***** Davis 

• Initial Complaint

  05/20/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a 2020 Jeep Grand Cherokee in January of 2022 from Larry H. Miller Jeep in ********, **. This was a business purchase made to grow a mobile service company. I discussed this issue with my sales staff, and confirmed at the time that between the remaining factory warranty and the purchase of a 7 year aftermarket warranty that I would have access to a paid rental or a loaner vehicle so I could continue working during any future repairs. Over the last several weeks, Ive noticed the air conditioning system beginning to fail. The *********** from cold to hot and humid every thirty seconds or so. I contacted three local dealerships. The first two, closer to my home, stated they could not offer a loaner or a rental. The third, Larry H. Miller, stated they could diagnose the vehicle while I wait, and order the necessary parts for me to return with the vehicle for installation. My appointment was scheduled for Saturday, May 21st, 2022. On Friday, May 20th, I was contacted by the dealership, who stated they are short-staffed during my appointment, and that I would need to leave the vehicle with them for a diagnosis for at least several days. When asked about a loaner vehicle, they stated they no longer have a loaner program as of 2020, and approval for a rental vehicle only applied to the time needed to fix the car, not the time needed for a diagnosis. The gentleman who was calling me confirmed my suspicion that the loaner program only ended because dealerships are taking advantage of the market greed by selling whatever inventory they have with a $10,000 markup. This leaves customers who were contractually promised loaners with no transportation, or further out-of-pocket expenses for rentals. I contacted Jeep headquarters to file a complaint. I was told by the customer service representative that the information would be documented. She advised me to continue to work with the dealerships to resolve my issue, but offered no assistance.

  

  Business response

  06/03/2022

  To whom it may concern, 

   

  Unfortunately the customer is correct wherein the dealership had been short staffed due to sickness and injuries. The dealership did contact all customers to give the option of leaving the vehicle for diagnostic, or re-schedule. When the customer did come in 5/28, the vehicle was ready same day, as parts needed to be ordered. The dealership does not have loaners, and are at the mercy of rental companies to provide services, which are also limited. We understand the customer's frustration, but the circumstances were out of the dealership's control, and did their best to accommodate all of their customers. The inventory **** up is also a product of the after math of the pandemic, and inventory shortage. 

  Thank you, 
  ***** Davis 

• Initial Complaint

  05/12/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I traded my car in for a jeep I was supposed to get on Monday. Then after papers were signed we were told Wednesday at the latest. No one will return our calls the have my title for my car I owned and have not given me the car I purchased. Nobody will call back. I have left messages for the *** finance and the sales man. Nobody has helped.

  

  Business response

  06/01/2022

  To whom it may concern, 

   

  In order to properly respond to this customer's complaint, we will need the full name or exact address of the dealership your complaint is regarding. 

   

  Thank you, 

  ***** Davis 

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The car has non legal driving tires, the front end has a knocking sound and suspension. As well as a wheel bearing issue. These were all noticed after being able to drive the car and taken back in the next day. They referred us to the dealership lot the car was on also larry h miller but the dodge dealership. We had been working with the agent at the location on fairview. So they advised they have to let the other dealership come get the car. The fairview dealership took over the car and then we were told did their own inspection. It was less then ***************************************************************************************** let us trade it for another vehicle. After they turned us to the other location that location just advised us to go right back to the selling location.

  

  Business response

  06/01/2022

  To whom it may concern, 

   

  In order to properly respond to this customer's complaint we will need the FULL name or exact address of the dealership the customer purchased from. 

   

  Thank you, 

  ***** Davis 

  Customer response

  06/24/2022

  Hello,

  
  

  I apologize for not responding to this sooner. I bought the vehicle from Larry Miller used car supermarket *************************************************** *****

  
  

  I have talked with several different dealers about this issue and they are just pushing me around. Here we are months later no resolve and even more issues with the vehicle. We honestly don't know what to do moving forward. There is obviously issues in the cars drive train and they are getting worse. The fact that they say we will have to pay for anything is just not right especially since I quickly reported the issues. The customer service is non existing and frankly a joke. I want this resolved asap because the tires alone are unsafe.

  
  

  Thank you.

  ******* beidler 

  

  Business response

  06/27/2022

  To whom it may concern,
  
  The general manager at the Larry H. Miller Used Car Supermarket ***** has left a message with the Customer in attempts to resolve this matter. At this time, we have discovered that the vehicle was purchased in 2013 from one of the ***** stores, not the Larry H. Miller Used Car Supermarket *****, nor does this dealership have any history of the vehicle being in their service department. We ask that the customer communicate with the General Manager so we can collect more information to be able to address this customer's complaint.
  
  Thank you,

  Customer response

  06/29/2022

   
  Complaint: 17195487
  
  I am rejecting this response because:
  *****,If you read my complaint I clearly state that in my attempt to get this addressed even so soon from purchase with no result other than being told to make an appointment. I am aware of DOT inspections and I am positive that I would have failed just for the tires alone. I shouldn't have to pay the deductible if the issue was brought to attention so quickly reallyi am wanting the deductible for our warranty coverage paid and also a new set of tires after the drive train is looked at and fi.
  Sincerely,
  
  *****************************

  

  Business response

  06/30/2022

  To whom it may concern, 

   

  Tire thread is deemed passable as 2/32 is the minimum legal tread depth, however we have no way to confirm nor deny the customer's claims. As stated in the original response, we have discovered that the vehicle was purchased in 2013, but not the Larry H. Miller Used Car Supermarket *****, nor does this dealership have any history of the vehicle being in their service department. The vehicle would have had to have passed emissions if the dealership provided registration as part of the purchase. We encourage the customer to work with the general manager as previously requested so we can gather the information necessary to attempt to resolve this complaint. 
  
  Thank you, 
  ***** Davis 

  Customer response

  07/01/2022

   
  Complaint: 17195487
  
  I am rejecting this response because:
  
  *****,You are not grasping my issue here. I am just simply stating that in any matter the inspection done when the dealer puts the car out for sale. I am not asking alot here I don't believe that I purchase a car and immediately have to replace tires on it? Be reasonable about this and think how a consumer feels. I don't have a lot of extra cash laying around and also know that all of those boxes checked off which if you are saying now isn't a true legal process then what's the point ?Sincerely,
  
  *****************************

  

  Business response

  07/05/2022

  To whom it may concern, 

   

  As expressed prior, the customer did NOT purchase the vehicle from the Larry H. Miller Used Car Supermarket *****. Therefore, we cannot confirm nor deny the customer's allegations, as they have NOT provided us with the information needed to locate their deal in our system to be able to review the pre-purchase inspection. The customer mentions having to replace the tires, but for the *******************: tire thread is deemed passable as 2/32 is the minimum legal tread depth. The customer has been instructed multiple times to return the General Manager's call if they are wanting further assistance to address their complaints, and we have deemed this matter closed on a corporate level.
  
  Thank you, 

  *********************

  Customer response

  07/06/2022

   
  Complaint: 17195487
  
  I am rejecting this response because:
  
  *****,I will apologize if I didn't make myself clear in prior messages. Your incorrect we did in fact purchase the vehicle from your used car supermarket location on Fairview Ave. I will also be clear on the fact that our car only had ****** miles on it and I know that the type of tires on the car have a warranty of ****** miles. I know that during an inspection of the vehicle, if an inspection actually was completed that a trained technician would have noticed the vast difference between the front and rear tires in tread depth. And also the weather cracking all around the sidewalls. I didn't ask you what idaho's guidelines were for a minimum because honestly it's irrelevant. If the tread is down to what both the vehicle manufacturer and also the tire manufacturer deem to be the point of replacement. The lack of understanding of how important this issue is frankly alarming. It seems to me that what your saying is instead of putting 4 tires on a vehicle and completing an alignment is not a safe practice and selling a vehicle that is unsafe and also wasn't correctly inspected by your company's technician. It's sad that it has come to this point honestly and I am really actually concerned for future consumers of Larry Miller dealerships for the lack of integrity and obvious lack of understanding about inspections and there importance. We have contacted the manager and are waiting for a response. Sincerely,
  
  *****************************

  

  Business response

  07/06/2022

  To whom it may concern, 

  
  If the vehicle was registered as part of the purchase, it passed the emissions test in order to do so. The dealership cannot locate any deals or repair orders under *****************************. Without having the full deal jacket or repair order regarding pre-sale inspection, we cannot respond in further detail. The General Manager will continue to attempt to contact the customer to resolve this matter directly. 
  
  Thank you, 
  ***** Davis 

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3 seperate occasions, the service department has damaged my 2016 Foird Trabswiut T 150 by failing to use proper lifting points and equipment. The pinch welds on the botom of the vehicle body were damaged by the lift, but the proper lift points are well inside of the body pinch welds.I subsequently showed them where the proper lift points were and the proper lift set up, and trusted they would then lift it safely and properly. The first 2 times, were combined in 1 repair that they reluctantly paid for. The visit subsequent to the repair, they again damaged the vehicle in the same way, and now refuse to repair it, citing the vehicle weight as the reason for the damage, and therefore it is my fault. Per their instance, the lift is rated for larger vehicles than mine, but they blame the damage on my vehicle weight.Speaking with a **** *************** service tech, and Field Engeneere, he states that the points of damage have nothing to do with the lifting points on the vehicle, or the weight of the vehicle, but are solely the improper lifting of the vehicle.

  

  Business response

  04/26/2022

  To whom it may concern, 

   

  In order to properly respond to this customer's complaint, we need the full name or exact address of the dealership the customer's complaint is regarding. 
  
  Thank you, 
  ***** Davis 

  Customer response

  04/26/2022

   
  Complaint: 17109576
  
  I am rejecting this response because: The Service Manager, *********************, is well aware of this complaint. He has refused to addre4ss my complaint, but has flatly rejected it.   Please contact him.  My name is *********************, ************.
  
  Sincerely,
  
  *********************

  

  Business response

  04/28/2022

  To whom it may concern,
  
  During the first allegation of damage from the Customer, the Service Manager showed the Customer two spots that were rusting, where the damage had occurred indicating that it could not have just happened. Dealership did offer to have vehicle inspected and provide customer with a discounted quote for repairs. When customer returned for oil changes/tire services, the dealership informed the customer due to the added weight to the vehicle from tools and a spare tire, they can no longer use the lift as it's over the weight limit. It was expressed that oil changes would be performed on the floor, and no tire rotations. The dealership is NOT responsible for the alleged damages,and will not be issuing any payment/compensation.
  
  Thank you,
  ***** Davis 

  Customer response

  04/28/2022

   
  Complaint: 17109576
  
  I am rejecting this response because:
  
  The first damage occured perhaps over a year ago.  I pointed it our to the service manager as soon as I found it.  He said at that time the would pay for repairs.  Because I was already scheduled for another repair on a different part of the vehicle, I tried to get both things repaired at the same time, but was un able to do so.
  
  The second damig occured when they were lifting the rear of the vehicle only, and failed to move the lifing arms for the front of the vehicle away from the vehicle, causing impact on the trim below the driver door.  I then showed the "techs" the proper lifting points and methods for liftingg the van, and assumed the would be the end of the problems.
  
  They said they would also cover that damage, but they never made arrangments tto get the repairs done, so aftter a few months I went ahead and got the repairs done at my shop of choice.
  
  A few weeks later when I took the repaired van in for service, I inspected beforr and after and found they had again damaged the vehicle in the same way.  This time the manager said they would repair it again, but wanted to use their chop.  I waited a couple months, but after several calls and no respon se, i took the van back to my shop of choice, got an estemate and jhad them send that to My *****.
  
  He responded that he would not pay for the repairs because the van was ttoo heavy.
  
  Speaking with a **** Factory trained service Technicial and Field Engeneere states that the vehicle weight would have no impact on the use of the proper lifting points and methods.
  
  For this reason, LHM is responsible for the damage and should make it right. 
  
  Sincerely,
  
  *********************

  

  Business response

  04/29/2022

  To whom it may concern, 

  The dealership denies all allegations set forth in this complaint. The dealership has never damaged the customer's vehicle, therefore will not be responsible to compensate the customer in any way. The customer can file a claim with their insurance for additional assistance. 
  
  Thank you, 

  ***** Davis 

  Customer response

  04/29/2022

   
  Complaint: 17109576
  
  I am rejecting this response because:

   

  The dealership admitted the faule at the time of the incident.  I had just had the vehicle repaired, and upon receiving the vehicle from service, insp[ected and found new damage.  This is documented by my body shop that did the orrigional repair and was admitted to by the servi ce manager on the date of the last damage.  Unless this is resolved in my favor, I will now persue legal action.  I have witnesses to the damage, having taken it directly to the body shop after the damage occured.  I will also be seeking compensation for my time etc.
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Have done business with Larry H miller in surprise for many years doing oil changes, and have never had an issue with my. My car is now 5 years old and the rep recommended I do a coolant flush, by their recommendation I did, 1 week later my check engine light is on and the code is an issue with the coolant. When I called the dealership spoke with an incredibly rude manager named ***, and he said it's a coincidence. Said I can bring my car in, but they have cars sitting there for 2 weeks and doesn't know how fast they can get to it. I do not trust them to diagnose my car correctly and would like to speak with a corporate representative on how to get this appropriately taken care if.

  

  Business response

  04/15/2022

  To whom it may concern, 

   

  In order to properly respond to this complaint, we will need the full name or exact address of the dealership the customer's complaint is regarding. 

  
  
  Thank you, 
  ***** Davis 

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought out my lease from Larry Miller Honda in Boise ID and was told that I was not allowed to buy out my lease directly from Honda Finance Lease department. After buying out the car at the dealership I was told by Honda Finance that this is untrue. Yes I would have been allowed to buy my lease out. Also, I was only given a thumb drive of the documents and when I asked for printed copies of my vehicle purchase contract and the warranty purchase contract I was given unreadable 8 x 11 UNREADABLE documents and was that this dealership does not have contract sized printer paper to produce a paper copy. Also I have not received anything on my warranties purchased by me. Want a legal letter demanding retraction of false information given about the requirement of pre-COVID leases being required to be bought out at the dealership only. Also, I want professional printed copies of out contracts and any and all warranty documents, contracts and/or warranty cards.

  

  Business response

  04/08/2022

  To whom it may concern,
  
  The dealership has reached out to the customer directly to resolve this matter.
  
  Thank you,

  Julie D**** 

  Customer response

  04/10/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The business has agreed to provide me with documentation but they still did not resolve the information about  the lease buyout.  But I am satisfied with the end product and if I ever lease from them I will come armed with proof and information.

  The manager was diligent to provide the documentation requested and said that he will mail it. 

  
  Sincerely,
  ***** ****
  

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around May 2020 we purchased a new vehicle, and the sales representative sold my family 3 future oil changes, we paid in advance. On March 2021 we decided to take our vehicle to finally get an oil change, we don't drive the car a lot, therefore oil changes are not as urgent as it is to others. We made the appointment over the phone and told the receptionist about the voucher, she confirmed the voucher over the phone. However, when it was time to pick the vehicle up, we were given this HUGE amount that had to be paid. I called and talked to several people and each of them were unable to help. The manager refused to talk to me and told me I had to walk in person to talk to him AND it had to be when he was in office but I was told he has no set hours. Was I suppose to sit around in the office and wait ? Apparently, the rep who falsely sold me the oil changes, conveniently forgot to mention there was an expiration date. This question was asked prior to purchasing the oil changes and we were told false information. I don't drive the car a lot, therefore I would have NEVER purchased them since I will NEVER need 3 oil changes in ONE year (ridiculous). My car was held hostage, and I was told that I would not be able to pick it up unless payment was made. I continually expressed to them how much I was struggling and how my car is basically all I have, yet no one wanted to help. I had to beg family and friends for help, your company took advantage of my family. This is a huge corporation, and for YOUR company to have treated me like this is wrong.

  

  Business response

  03/31/2022

  To whom it may concern, 

  
  The dealership has been in direct contact with this customer to resolve this matter. 

   

  Thank you, 
  *********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩