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This business is not BBB accredited.
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Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Mark Miller Toyota include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 3 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||3|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Bill Niemann, General Manager
Auto Dealers - New Cars
Alternate Business NamesMark Miller Holdings LLC
Products & Services
This company offers new and used vehicle sales, service, and parts.
THIS LOCATION IS NOT BBB ACCREDITED
730 S West Temple
Salt Lake City, UT 84101 (801) 364-2100 (801) 328-2400 Directions
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Additional Phone Numbers
- (801) 328-2400(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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BBB Letter Grade Scale
Star Rating scale
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Problems with Product/Service
Read Complaint Details
Complaint: Mark Miller Toyota Service Advisor informed me that rear shock absorbers needed to be replaced, and that this was directly related to a safety recall. 4.16.2014. Service Advisor: Mr. *******
Desired Settlement: A refund in the amount of $273.52, plus applicable Utah sales tax.
Business Response: Initial Business Response /* (1000, 5, 2014/05/07) */ Contact Name and Title: **** ******* Contact Phone: XXXXXXXXXX Contact Email: *****@markmiller.com Mr. ********, BBB, We take all customer concerns very seriously. I am sorry that our customer relations manager frustrated Mr. ******** and prevented him from communicating his concerns. Our customer relations manager alerted me to his frustrations. I asked our service manager ***** ******** to contact Mr. ******** due to the technical nature of his concerns. He attempted to reach Mr. ******** by phone and email. I am sorry we have not have a chance to discuss the concerns with Mr. ********. Our records reflect the following events: 1. June 14, 2013 Mr. ******** Rav4 was brought in for maintenance, inspection of the brakes and to perform C0J recall of the rear lower suspension arm No 1. *******'s Rav4 only needed the inspection and the application of the label due to his Lower Suspension Arm No 1 did not meet the criteria other than to apply the label. At this visit it was recommended that brakes be replaced in the future and that there was a leaking right rear shock absorber (not related to the recall). Work was advised but not performed on brakes or leaking shock. Repair Order XXXXXXX. 2. April 16, 2014 Mr. ******** Rav4 was brought in to perform a new Limited Service Campaign (LSC) for brake stop technology and updated recall CSJ for the lower suspension arm No 1 repair. Additionally an oil change, brakes and the shock (recommended last time) was to be replaced. The pricing was listed on repair order XXXXXXX in June of 2013. Work was performed April 2014 Repair order XXXXXXX as explained to **** ********. Service Adviser ***** ****** explained to **** ******** during April 2014 visit the shock was leaking and would affect the suspension and the alignment of the vehicle. ***** did not have any concerns expressed to him about the recommended purchase. ***** did not imply or tie any of the repairs needed to any of the LSJ or recall that was being performed at no charge. The bill was paid uncontested and the repair order closed. The leaking shock is not related to any recall. Based on the current information, we will not provide a refund for any of the described repairs. I understand how Mr. ********'s could consider the two issues related or that ***** ****** was misunderstood when he described the various repairs. There is technical information we would be happy to share with Mr. ******** in an attempt to restore our credibility. We would welcome the opportunity to discuss his concerns. Respectfully, **** ******* General Manager Mark Miller Toyota XXX XXX XXXX Initial Consumer Rebuttal /* (2000, 7, 2014/05/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Read Complaint Details
Complaint: Mark Miller advertised $376 a month for a lease payment with $1000 down on a 2014 Toyota Tacoma which was inaccurate. Mark Miller Toyota advertised a new 2014 Toyota Tacoma 4WD Double Cab 6 cyl automatic truck for $376 a month lease payment with $1000 down and $0 security deposit. Price included tax, title, and license and dealer doc fee $289.95. We went to trade in our current vehicle and lease a new tacoma for the above mentioned deal except we were willing to put down $2000 instead of the $1000 needed. We were told that we would receive $4000 for our trade in (we owed $5700) and with our down payment we would pay $538 a month. We were confused by the difference in payment and were told that it was because the MSRP's weren't the same (there was a $200 difference). We were told if we wanted a different color that we could get it for the $376 advertised price. After looking at the other color we decided to purchase it. We then found out that it was manual instead of the advertised automatic and no longer wished to purchase it. After trying to leave, the sales person followed us and stated they had found another tacoma and we started negotiations again. This tacoma was $780 above the advertised MSRP and the sales person was willing to pay us $5000 on our trade in leaving $700 owed and the difference on the MSRP totalling $1480. We then decided to offer $3000 as a down payment ($3000 minus $1480 leaving $1520 for $1000 down payment as advertised and an additional $520). The sales man came back and stated that with this deal our monthly payment would be $428. Confused again by the payment difference, the sales person then went and got a second sales person to try to explain. After doing the math, both sales men were also confused about the difference and went to manager to explain. The manager didn't even do the math but stated ad was inaccurate and would not honor advertised price. We were at the dealership for over 2 hours and felt like they were treating us like we didn't know what we were talking about. We left the dealership angry and confused and we feel that they offered false advertisement and should have to honor the advertised price, inaccurate or not.
Desired Settlement: I would like the dealership to honor their advertised price and lease us the advertised tacoma (2014 4WD Double Cab 6 cyl automatic) for $376 a month with $1000 down. We are willing to pay the difference on the MSRP and $700 difference on our trade in as agreed upon at the dealership. We will bring in the ad for proof if needed.
Business Response: Initial Business Response /* (1000, 7, 2013/12/16) */ Contact Name and Title: **** ******* Contact Phone: XXXXXXXXXX Contact Email: *****@markmiller.com Mark Miller Toyota had an ad for a special lease payment on a specific Tacoma displayed on our website. Regrettably, there were some mistakes in the ad that made it difficult to honor the advertised special. We removed the ad right away to avoid any further confusion. When our customer came in, he picked a different Tacoma than the one that was in the ad, which made the situation even more challenging. In an effort to clarify what happened, we tried to work with the customer, and even offered to honor the ad payment on the truck he picked. Unfortunately, the customer refused. We're very sorry that we couldn't satisfy this customer. We sincerely apologize for the mistakes on our part, and the frustrations that came because of it. We hope Mr. **** will accept our apology and forgive our mistakes. It is our #1 goal to have 100% satisfied customers, and we are sorry that we let anyone down. With Respect, **** ******* General Manager Mark Miller Toyota