Business Profile

New Car Dealers

Larry H. Miller Dealerships

Headquarters

BBB Accredited Business A+Rated by BBB

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Initial Complaint
03/25/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Oil change/tire alignment done on 03/14/22. Pick up the Jeep, they say theres a leak, possibly oil coolant. They tell me to come back the next day, they'd only need the Jeep for half the day to fix it. Come back the next morning, they say there's no guarantee it would be done the same day. I say if thats the case, I would need a loaner/rental, I have a job that requires being on call. They couldn't provide one, the service guy says we would reschedule for the following Monday, I ask if it would be safe to drive it that much longer, he states that it would. 03/21/22, bring the Jeep in at 730am as scheduled. Hours go by, I start to wonder why it was taking so long to fix. I get a call around 3pm, the service guy stating they couldnt fix the leak. They didn't have the part and couldn't get another dealership to provide it. The Jeep was there 8hrs, with no work being done. I spoke to both the assistant manager and manager, both of their responses were basically, "My bad.", they'll advise when they get the part. I couldn't get a clear explanation as to whether the part was ordered and it didn't arrive, or if someone completely forgot to order the part. I got back to the dealership to pick up the Jeep, I asked if it would be safe to drive, since the service was being postponed yet AGAIN. The service guy stated nonchalantly that it would be safe to drive, that it's been leaking for a while now. I got a call yesterday, the part is in. Remind them I need a loaner for work, tells me he'll call me back. Never calls back, I tried calling 3 times. Finally speak to someone, they state the manager says they're still waiting on a part, tell them to have the service guy call back. Still no call back. It's a safety issue not having this leak fixed and they don't seem to care at all about the safety concern or inconvenience they have caused.
Business response
03/28/2022
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's complaint is regarding.

Thank you,
*********************
Customer response
03/28/2022

Complaint: 16948486

I am rejecting this response because: I specified what dealership
Larry H Miller Chrysler Jeep ********
10055 W **********
********, ** 85323
*************
The service department. Specifically, ****** the assistant manager and manager of the service department.

Sincerely,

*****************************
Business response
03/29/2022
To whom it may concern,

There have been delays relating to the customers services due to lack of parts from being on back order, and the customers request for a rental. The service itself should be around 4 or so hours to complete, and the dealership does now have the part in stock. The customer has the option to have the services completed, but the dealership does not have the ability to provide a loaner as the dealerships rentals as well as enterprise rentals are not currently available. The customer can contact the dealership at any time to schedule.

Thank you,
*********************
Customer response
03/31/2022

Complaint: 16948486

I am rejecting this response because: ********************** shouldnt have scheduled me in the first place if parts were on back order and they didnt have what they need for my vehicle. Still having me drop the vehicle off on what seems the hope of getting the parts, and I was left without a vehicle all day. For nothing. If it can be GUARANTEED that the work will only take a few hours and I can have my vehicle back the same day, I wouldnt require a loaner vehicle. Nobody was guaranteeing that it would be done in a day, various times I was told it couldnt be guaranteed. I have a job that requires I be on call, so not having a vehicle isnt an option for me.

Sincerely,

*****************************
Business response
03/31/2022
To whom it may concern,

The customer can contact the service manager for additional assistance with scheduling, and assurances they are requesting.

Thank you,
***** Davis
Initial Complaint
03/22/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I sold my Chevrolet Corvette on March 5th to the dealership. They were to mail me a check for $23,902 the following week after they paid off the car loan. It is now March 22nd and I still haven't received a check. The bank mailed the title to the dealership on March 10th. I can never get my sales rep on the phone and the finance department won't release the check. I find this to be unacceptable and pretty much feel scammed out of my car that I sold. I need help obtaining this check from the dealership.
Business response
03/23/2022
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 their complaint is regarding.

Thank you,
***** Davis
Customer response
03/23/2022

Complaint: 16927619

I am rejecting this response because: the address is 544 ****************************************************** and my name is **** Rotella

Sincerely,

***********************
Business response
03/23/2022
To whom it may concern,

The customer has been informed that until the dealership receives the title, they cannot give the customer the check. The vehicle has since been paid off, and once the dealership receives the title, they will issue a check to the customer. This is non-negotiable as it is company policy.

Thank you,
***** Davis
Initial Complaint
03/22/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Bought a car from Larry h miller used car super center in **** ****. We put an extended warranty on it and they don't want to honor it. Since they don't want to honor the warranty they sent me I would like a full refund on it.
Business response
03/23/2022
To whom it may concern,

The Larry H. Miller Used car Supermarket has been in direct contact with this customer to address their complaints with the extended warranty and their experience at the Larry H. Miller Chevrolet *****.

Thank you,

*********************
Customer response
03/23/2022
I am rejecting this because *********************** from the used car super center in **** **** told me that since I refuse to buy anything else from lhm that there not going to honor my warranty.
Business response
03/23/2022
To whom it may concern,

The contract is not under *******************, it is under Ashlee ********* So the information we can provide is very limited. The customer originally had a poor experience at the Larry H. Miller Chevrolet ***** in attempts to service the vehicle. At that time, The General Sales Manager of the Larry H. Miller Used Car Supermarket Orem reached out to the Customer, Ashlee,in attempts to resolve the matter. The vehicle is currently located at a third party service center for repairs, which ARE covered under the customer's warranty. However, there is a remaining balance of around $800.00. The Larry H.Miller Used Car Supermarket Orem is waiting to hear from the third party service center to gather additional information regarding the customer pay portion in order to better explain to the customer what is not covered under their warranty. The Larry H. Miller Used Car Supermarket Orem did originally offer to cover the customer pay portion as a gesture of goodwill,with the assurance that this gesture will ensure the customers to continue to use the Larry H. Miller Dealerships in the future. However due to the aggression towards staff received by Colt, the dealership has rescinded their offer, and have deemed this matter closed. If the customer has any questions regarding warranty coverage, they can contact *************** at **************.

Thank you,
***** Davis
Initial Complaint
03/22/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Ive been sold 1 over priced car and 2 lemon cars by this company, both the 1st and 3rd cars had serious mechanical issues, one I returned the next day and because they wouldnt refund me my money as I had paid $4,599.99 by check, I had to buy the 2nd car which was over priced, after more research, and so now I have the 3rd car, which I didnt want and continually asked for my money back, but was refused. The 3rd car had lots of mechanical issues too which I learned after taking it to my mechanic again, I agreed to let the dealership repair it, but after them having it for 8 days and they claiming it was fine now, unfortunately the car now has even more knocking sounds and shuddering when I break than it had before, I do not feel safe on the road for me or other drives. Is there anything I can do to get my money back. Its been going on now for about six weeks, Ive spoken with the loan company too, and I believe the loan is not finalized yet. I was also not shown the figures on the loan agreement, just told my monthly repayments, and I even left with the car and told I would get a call about a week later to come back in and sign for the loan, plus the monthly repayment went up about $40.00 from the guesstimated price he said it may be when I went back. About a week later I learned that my loan was twice the amount I believed it to be!! Ive spoken to the dealership and loan company about this but each keep telling me to speak to the other, so no one is helping there either, I have asked them to remove some items on the loan which they said I can do if I go back in and complete the relevant forms. My mechanic said he was not impressed with either of the cars, and the first car he didnt even know how it had passed emissions! I have been working on trying to find a way out of this mess since the first car which was bought on 2/2/22 and I am hitting brick walls everywhere I turn, I hope you can help me, thanks ********
Customer response
03/23/2022
Hello, Ive just filed a complaint my number is

- ******** -

The company that was selected, which was not what I selected was a Larry H Miller Automotive in *********** in **.

Here is the right company:

Larry H Miller Used Car Supermarket
10990 ************************************************************************* dir="auto">
Please can you make this change on my complaint, if not please can you advise me how to do so.

Thank you

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

Business response
03/23/2022
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
Business response
03/24/2022
To whom it may concern,

This customer did in fact purchase three vehicles from the Larry H. Miller *******************************. The customer purchased the vehicle as is and signs a document which states that the dealership does NOT warranty any work after the purchase, it is customer responsibility. During this recent purchase, the customer has expressed some minor concerns with the vehicle. All of which the dealership has addressed to the best of their ability, as a gesture of goodwill. If the customer no longer wishes to keep the cancelable after market products purchased, they are still within the 30 days to get FULL reimbursement which is applied to the loan. The customer does need to return to the dealership to sign a cancelation form for this to be processed.

Thank you,

*********************
Initial Complaint
03/17/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We've always driven ****s as a Legacy family. For the last 18 years that my family's been in ************ area, we've stayed loyal to Larry H Miller - even when it wasn't most conveniently-located. Won't be taking our business to Larry H Miller **** anymore.February 2022, I went to have my vehicle appraised and was offered a dollar amount following inspection of the vehicle. I met with *****************************, Sales Associate, on behalf of *************************, Sales Associate, who I was corresponding with but wasnt available that day. ***************************** and *************************, Used Car Manager, offered me a dollar amount. I had a couple private pay offers as well, however, I still needed the car for work but would be ready to sell in early-mid March. After selling my car to Larry H Miller, I was planning to buy my next vehicle from Larry H Miller. Soon after the initial meeting, I followed up with ***** to confirm that I would sell the vehicle to LHM for the February offer. Spent weeks coordinating the sale, reconfirming price via correspondence and operating from a base understanding of that first offer as I prepared my documentation, title, etc., for the deal. It took additional coordinating because there were two people on the title, one out of state, etc. Just more details to iron out.Yesterday, March 16, I took the vehicle to Larry H Miller, filled out half the paperwork, and paused because they hadn't confirmed the original offer. Conveniently, there was no original appraisal or offer amount on file, and the lowball they made yesterday was $4-5k short of the original. We said no deal. From our seat, **** bungled this entire deal several ways. You wasted our time bringing us in and low-balling us, trying to leverage that we already were halfway through the sale paperwork. LHM bungled an easy acquisition for inventory in a post-pandemic time when inventory is hard to come by. Consequently, LHM negated any opportunity for what wouldve been an easy sale for my next vehicle.
Business response
03/18/2022
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 complaint is regarding.

Thank you,
***** Davis
Customer response
03/18/2022

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 dealership has contacted me and we've found a solution. I feel comfortable withdrawing my complaint and the review that I left for this business.

Sincerely,

***********************
Initial Complaint
03/13/2022
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On January 21, 2022 I purchased a vehicle from larry h . Miller salesmans name was Vadim put 1000$ down and paid for insurance another 265$ for 4 weeks of coverage on Tuesday I got a call to bring back the car the financing failed. Didnt get the message until Wednesday, now 6 days, I made an appointment to drop the car Thursday 1/26/2022. I did. I was told at that time by the sales manager I would get my down payment back and at least half of the insurance maybe more in a week. I got back the 1,000$ down payment and was told to wait a week for the insurance payment because the insurance company wants to make sure I didnt get into an accident. A week later no one calls so I called Larry h miller the manager said he would call the insurance company and call me back. No call. So I called larry h miller they told me they didnt know anything they would call again and call me back. Again no call. This went on for over a month larry h miller saying they were contacting the insurance company but the insurance company wasnt telling them anything. So today I called larry h miller and they said that I couldnt get any money back because I kept the car for three weeks. I kept the car for 7 days exactly. The insurance was for 4 weeks which is what I was told at the time of purchase. Now larry h miller said the insurance was only for 2 weeks and I kept the car for two weeks which I didnt. I feel like I have been lied to and given the runaround and Im owed 265.00$ and I want my money back please and thank you.
Business response
03/15/2022
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 their complaint is regarding.

Thank you,
***** Davis
Initial Complaint
03/11/2022
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Car was being fixed at this location car was damaged. Employee said he could compensate by taking taxes off. Then said best he could do was $300. After getting our own quote we were told 500 take it or leave it. Manager said it is illegal to take taxes off but employee was going to do so. Employee, manager and general manager refused to give me inurance information to file a claim.
Business response
03/15/2022
All,

We were able to locate the dealership this customers complaint is regarding and would like to change our response to the following:

To whom it may concern,

The owner of the vehicle is not the party who submitted this complaint, with that being said, the dealership has already been in direct contact with the owner of the vehicle, and the owner accepted the settlement agreement offered by the dealership.

Thank you,
***** Davis

This will be our only response to this complaint, as this customer is NOT the owner of the vehicle, we cannot discuss the matter with them.

Thank you,

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

Customer Relations Specialist
Larry H. Miller Dealerships

Direct: ************
*********************************
www.lhm.com

Business response
03/15/2022
To whom it may concern,

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

Thank you,
***** Davis
Initial Complaint
03/07/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a brand new 2022 Jeep from this dealership on Jan. 30, the very next day I had to bring it back as I was already having issues. Here we are less than 3 weeks later, Ive had to come in 4 times and the issues are still not resolved. I was told to expect issues for the first two years because its brand new. Funny how they didnt mention that in their sales pitch when they were selling this car to me. The service manager is worthless, wasnt even here when he told me to bring the car in to see him. The customer service at this company is horrific. I wish I would have bought this car from anywhere else. Warning- do not buy a car from this dealership unless you have the time to constantly fight with them to service a brand new car.
Business response
03/07/2022
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 their complaint is regarding.

Thank you,
***** Davis
Initial Complaint
03/03/2022
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought my car September 29th and I still have not received my license plates. I have called numerous times and they say it's because they do not have the title for the car they sold me. It's been five months and I have had several temporary license plates. Every time I call they say they still don't have the title, but they are working on getting the title from the dealership they got the car from. This has been a very poor experience and I am wondering how legal this is.
Business response
03/04/2022
To whom it may concern,
In order to properly response to this complaint, we will need the full name or exact address of the dealership the customer's complaint is regarding.

Thank you,
***** Davis
Customer response
03/07/2022

Complaint: 16830394

I am rejecting this response because: They are needing an exact address of the dealership.
The address for Larry H Miller Used Car Supermarket is 10990 S. **************
*****, ** 84070

Sincerely,

*******************************
Business response
03/07/2022
To whom it may concern,

The dealership has since received the title, thus the customer will be getting their plates within a few business days.

Thank you,
*********************
Customer response
03/08/2022

Complaint: 16830394

I am rejecting this response because: I have waited 5 months and had to call numerous times to get the plates. Is there something the Business can to do make up for this?

Sincerely,

*******************************
Business response
03/09/2022
To whom it may concern,

The dealership respectfully declines the customer's request for compensation at this time.

Thank you,
***** Davis
Initial Complaint
02/28/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On January 22, 2022 I took my car to get a transmission flush and replace the spark plugs, at that time I told ******* (associate ) that was helping me that day. My car isn't drive right, he asked me what my car was doing, I told him that when i am driving my car at times if feel like it has a jerking to the car. He said they will see if they could find out what the problems is. He had some papers in his hand that had information from doing diagnostic test on my car it showed that my car is not shifting to 5th gear, he didn't think it was safe for me to drive my car after repairs. (My car was driveable when i went in for repairs). He wanted me to leave my car was in the shop to have the tranmission guy look at codes to see if he could tell what the code ment. He got me a loaner car. I asking him if repairs would be covered under the recall for the transmission that was on my car 2014 **** Focus. He said he woud have to file a claim to see if it would be covered under the recall. I called every week getting updates on my call with no new information but different things that came up with my car on 2/9/22 he told me that my car doesn't reverse, go into 1st gear, 3rd gear and 5th gear. He hasn't heard back from **** Motors corpate office. What I could do is call the corpate office myself to see if i could get the ball rolling.On 2/10/22 I called the **** Motors corprate office spoke to *** told her my situation,she called to speak to *******, this is when we found out that the claim was put in incorrectly, ******* had to put in another claim with the correct department. ******* then got response asking for more information. He called me 2/25/22 again told me that about another request he received from the claims department, then told me they needed the loaner back. They have tried getting me in to another car, I told them i dont want to get into another car I want my car to be repaired I don't want to have to make payments.
Business response
03/01/2022
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 your complaint is regarding.

Thank you,
***** Davis
Customer response
03/01/2022

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.

Sincerely,

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

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	*********************
	Customer Relations Specialist Larry H. Miller Dealerships
	Direct: ********** ******************************* www.lhm.com

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