ComplaintsforLarry H. Miller Dealerships

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an extended warranty from Larry H Miller **** in ****** in 2017 when I bought my car. That dealership no longer exists. I went to Larry H Miller Quick Lanes in ****, ** when the radio/computer shorted out. This was August of 2023. The car was still under the extended warranty. Unfortunately, the part was on backorder indefinitely. I made numerous phone calls to check the status, but *************************** who was the service advisor I was dealing with never returned my phone calls. He left that location in December and went LHM **** in ****. I was told by the person covering for him, that I needed to take my car to **** and have them change the radio out with a refurbished one. The warranty company will not approve the sub contract that way. LHM needs to do the legwork and take it to **** not me. I have been calling since the beginning of March, I spoke with ********* at LHMQL who told me after several weeks, that I need to go to where ***** is. I have left several messages for ***** and he still hasn't returned my phone calls. I even tried calling another ********** , spoke with *********************** who at first was helpful but is now not returning my phone calls. When I try to call, I get put on hold, no one ever picks up. I would like them to fix my car, or return the $3200 plus interest, so I can take it to **** myself.

  

  Business response

  04/19/2024

  In response to the complaint issued by *****************************, we would like to inform you of the circumstances and resolution pertaining to this situation.The vehicle was brought to our Quick Lane store in October with the concern of the radio not working properly.  At that time, the radio was on back order from **** with no release date.  We confirmed the radio repair was covered under Ms. ******** TCA extended warranty and since communicating with ****, we were told that due to the nature of the repair, the radio would need to be completed at a **** dealership.  Currently, the repair is taking place at ******************.        As a goodwill gesture, we have supplied ****************** with a courtesy vehicle at no cost to her.  When we are notified that her radio repair is complete, we will pick up the vehicle, verify the repair is complete,and return the vehicle to her.         If additional information is needed, please do not hesitate to contact me directly at ************.  ***********************, *************

  Customer response

  04/20/2024

   
  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,
  
  *****************************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I PURCHASES A 2023 ******* TUCSON ON 12/08/23. IT HAS THE NEW CAR WARRANTY ALTHOUGH IT WAS A CORPORATE CAR FOR ABOUT A YEAR WITH APPROX ****** MILES WHEN I BOUGHT IT. A FEW WEEKS AFTER I PURCHASED THE VEHICLE I REALIZED THAT THE REAR AOUTOMATIC HATCH DID NOT CLOSE PROPERLY. I TOOK IT IN TO THE LARRY MILLER ******* SERVICE ***** ON FRI 01/19/24 AND WAS TOLD IT NEEDED ADJUSMENTS AND COULD TAKE A WHILE. I TOOK IT BACK AGAIN ON SAT 01/20/23 AND LEFT IT. THEY COULD NOT FIX THE ISSUE. AFTER CONTACTING ******* CUSTOMER SERVICE I TOOK IT BACK TO ******************************************* ******* ON 02/28/24 AND LEFT IT FOR A WEEK, WHEN I WENT TO PICK IT UP ON WEDNESDAY 02/06/24 THEY BASICALLY HADN'T DONE ANYTHING. THE SERVICE REP TOLD ME A BIG TALE AND GAVE ME THE RUN AROUND ONCE AGAIN.I DID KEEP NOTES ON A LOT OF ME DEALINGS WITH THE SERVICE ***** AND WAS ABLE TO RECORD THE RIDICULOUS CONVERSATION I HAD WITH MY SERVICE REP WHEN I PICKED MY CAR UP THE LAST TIME. ALTHOUGH I KNEW I WOULD NOT HEAR FROM THE SERVICE **** AS I WAS PROMISED ON 03/06/24 I FIGURED ID GIVE IT ABOUT A MONTH BEFOR FILING A COMPLAINT. LARRY MILLER SERVICE **** HAS LIED TO ME AND TREATED ME LIKE A FOOL, IT HAS BEEN INSULTING AND REALLY UNACCEPTABLE. ALL I WANT IS WHAT IS FAIR. I WANT TO KNOW WHEN I CAN DROP MY CAR OFF TO BE REPAIRED, I WANT A CAR PROVIDED WHILE MINE IS BEING FIXED AND I WOULDNT MIND AN APPOLOGY FOR GETTING THE RUN AROUND FOR WEEKS AND WEEKS. THANK YOU! *******************

  

  Business response

  04/18/2024

  We have spoke with the client and established a day and time for him to come in and get his vehicle repaired and honored his request to provide a loaner vehicle as well. 

  Customer response

  04/19/2024

   
  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,
  
  *******************

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from them Larry Miller ******* in ******, ** in 2022. I unfortunately also bought a warranty that they stated could be canceled at any time. My car was totaled in January of 24. I went in at that time and signed paperwork to cancel the warranty and get the remainder back. They asked for proof of the mileage when the car was totaled which I provided. They told me Id get about $2500. Then nothing. I inquired in February about how long the payment would take and I got a very rude response from *********************** in finance all in caps shouting at me that it would be 4 weeks. This was at the three week ***** We are now at late March and I still havent received payment. *** called and left messages for the finance manager to contact me and have never received a response.

  

  Business response

  04/03/2024

  The refund has been processed and the check is cut. We will mail the check to the customer directly today. I have called the consumer and left a message along with a text asking them to call me to further discuss. 

  Customer response

  04/04/2024

   
  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,
  
  *******************************

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our 2008 Toyota Prius was showing the red triangle of death, VSC and yellow !. So we made an appointment with Larry because it’s close. We knew the 12v was bad especially since we had to jump the car the morning of the appointment. Obviously had suspicions about the hybrid battery. The car was bought used in 2021 with 32,000 miles. It now has 57,000. It did a lot of sitting in a garage over the years before we bought it. We previously took the car to El Cajon Toyota and the car is due for its regular maintenance but since we had the extra warning lights and we have a trip coming up we wanted it checked out. So Larry’s was the choice because it was closest. At the Service dept we’re asked questions that I already answered filling out the appointment request (so why even have that!?!?!). Then we’re told since we’re asking for a diagnostic it’s $190 which will go to the cost of repair if we approve the repair. What was NOT made clear is that $190 is only for ERROR codes and recommended approvals. THAT is the SCAM. Of course the error code was hybrid battery which we were NOT going to have the dealer do but the 12v also failed and we agreed to that. Now we thought the 12v was included in the diagnostic. No. Bottom line we needed the battery we didn’t want to buy the battery and do on our own (which is a little more involved than in a typical car where the 12 v is under the hood). Come to find out that the $190 diagnostic does not include the 12v. Essentially we DOUBLY overpaid for the new battery (because we know dealers charge ridiculous prices). Called back to talk to the advisor and nope we’re stuck overpaying for a basic thing. I would have gotten the 12v elsewhere if it had been made clear that the $190 was not included. Simple things weren’t done like resetting the keyless locks and automatic window so attention to detail is also highly lacking and should be expected for the exorbitant price you pay. LARRY H. MILLER is a scam and they steal your money overcharging

  

  Business response

  03/25/2024

  Hello!
  
  This page encompasses every Larry H. Miller dealership. Could you provide the name or address of the specific dealership you are working with?

• Initial Complaint

  03/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I responded to a vehicle for sale listing on the dealership web site. I picked out the vehicle. I made a $2500 online down payment. My offer was accepted. I made an appointment to finish the sale not thirty minutes after offer acceptance. When I got to the dealership, I was told that my vehicle had already been sold. They proceeded to try to show me other, more expensive vehicles. In common parlance:Bait and switch. I lost considerable time and then had to report the non sale to my ************* I am requesting a 1000 dealer credit for this fiasco that I may use at the shop for parts and or service. This would have been my fourth Jeep purchase from Larry Miller Jeep. They just lost a very loyal customer.

  

  Business response

  03/18/2024

  Hello ****,

  This page encompasses every Larry H. Miller dealership. Could you provide the information for the specific dealership you were working with?

  Customer response

  03/18/2024

   
  Complaint: 21440030
  
  I am rejecting this response because:

  The incident occurred at Larry Miller Jeep ************************************************************ *****. The dealership charged me $2500  down payment for a vehicle that was listed online but not on the lot. They then tried to sell me on other, more expensive vehicles. My $2500 was basically taken, in other words. My next calls to law enforcement and **** Consumer Protection. 

  
  Sincerely,
  
  ***********************

  

  Business response

  03/25/2024

  Guest purchased a vehicle on Clicklane, our online purchasing tool, and completed the process. Unfortunately, the vehicle of interest was a vehicle from *************************************** and had already been sold. ***** store was awaiting a Maverick signed deal to complete the purchase. We tried to address the issue with the guest and inform him we could look at other vehicles or credit his credit card back. These options are still available to the customer. *********************** reach out to me directly to continue the dialogue on this resolution. - ***********************, General Manager, **************

  Customer response

  03/26/2024

   
  Complaint: 21440030
  
  I am rejecting this response because the business engages in unethical business practices. Doing the right thing is not returning money that does not belong to you. Its the only thing to do. Will never frequent this business again. 
  
  Sincerely,
  
  ***********************

  

  Business response

  04/03/2024

  The options for resolution provided by the General Manager of the location in the previous communication are still available to the guest. The guest's concerns and intention to shop elsewhere in the future are noted and are regrettable. We wish things could have ended more positively. The guest may reach out to the location at their leisure to continue the conversation if they desire.

  Customer response

  04/04/2024

   
  Complaint: 21440030
  
  I am rejecting this response because:

  The business has never addressed the root of my complaints against this dealership: A bait and switch effort by either under trained or unethical management and sales staff at Larry Miller Jeep in ***** **. 

  
  Sincerely,
  
  ***********************

  

  Business response

  04/08/2024

  We have addressed the complaint and offered resolutions, which remain available. We request that the guest be more specific in what it is they are trying to accomplish through this process, so that we may accommodate their specific request and therefore put the issue to rest. 

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Original Date of issue: June 2023 Issue occurred 4 more times and is still in the un repaired state.Larry H Miller Service director ************************* was originally telling me that he was working to get a specialized technician to get this resolved. I was told this from Sept 2023 until this time now. ****** has now left Larry H Miller and a new service director is there. They have been un responsive to calls, will not call people back when they leave multiple voice mails. ********* is involved and trying to get Larry H miller to comply. The ticket number is ********. Larry H Miller continues to dodge their responsibility to repair my vehicle. Overall:- lied about getting technicians out - do not return calls or follow up with me, I constantly have to call and try and get information - They never repaired my car, they made adjustments that never fixed the issue. - They continue to say they are working on it with no resolution in 9+ months.

  

  Business response

  03/18/2024

  Hello *****,

   

  I am very sorry to see that you have been experiencing such difficulties here at CDJR 104th. We have had quite a bit of changeover in leadership and one of those changes is myself. We are going to do our best to limit these types of experiences and I am sorry for the lack of communication and effort.

  You called me last week and I tried to reach back out to you but I do understand my service manager did reach you. We want to resolve the issue with your vehicle and will do what we can with Stellantis field reps to be able to do so. If you submitted this before speaking with my service manage ***** and we are taking the right steps moving forward, disregard this message but I would still like to speak with you about this all and know that I am 100% willing to help out. Please call me at ************.

   

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

  General Manager 

  Customer response

  03/19/2024

   
  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.

  They have contacted me and are making the right steps, It sounds like they will take care of this. I will have to follow up once things are complete. 

  
  Sincerely,
  
  *************************

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’ve been dealing with an UN RESOLVED issue since December of 2023.. I am very fustraided and upset at Larry H miller and its HORRIABLE service. I’ve left emails/voicemails regarding ny issue and no one seems to be able to give me a 5 min phone call back to help me. In addition, I am about to have a baby in 2 weeks and I’m still stuck with no transportation due to a broken car after paying $4148.00 to Larry H miller dealers. It all started in December 2023 when my 2018 Jeep engine light turn on & it started shaking at idle. I was assigned an adviser who no longer works there and was told what the “issue” was. I authorized the repairs and had the engine light and shaking at idle come back 4 weeks after. I took the car to a diffrent Larry H miller location due to faster appointment and this car being my ONLY car and was told my car needed a new engine and it would cost me $12k. I was shook because it had only been 4 weeks ago when it was repaired by a diffrent Larry h miller whom never stated anything about the engine failing. I decided to take it back to the original Larry H miller I was dealing with in December and was told that I was being lied to, that my car did NOT need a new engine but needed additional repairs, which I once again authorized desperately due to this being my only car. It’s been only 3 weeks I picked my vehicle and the engine light is back on and it’s shaking at idle after visiting your dealer 3 times for the same issue and paying all this money. I was dealing with one adviser who quit, then I was handed over to the director Matthew Mahomes and now I tried to call him to let him know I’m stuck with the same issue again and I’m being told he quit 3 weeks ago. I’ve been lied to regarding diagnosing my car and now if I ask to speak to a director, I’m being told this location doesn’t have one. Seriously, please help. I’m having a Baby in just 2 weeks and i have spent hundreds in Ubers,missed work due to this cause & still have the same issue

  

  Business response

  03/18/2024

  *******,

  I am very sorry to read about the issues with your vehicle and some of the communication issues you've experienced. I know that Kevin the new service manager has been involved in resolving the issue and I would like to speak with you as well to try and assist further. Please reach out to me at ###-###-#### so we can further the talk about a resolution.

  Andrew K*****

  General Manager

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I bought a 2024 Toyota Sienna Minivan new from Larry H Miller Toyota in Murray Utah. The date of the purchase was 12/22/23. In the course of the transaction we told them we wanted no dealership additional insurances that they were trying to sell us three different times. We had 3 young (<8 years old) kids with us at the dealership who were getting tired with the three hour process of purchasing this vehicle and becoming hard to keep happy. We didn't have all day to read through all the documents we were signing and thought telling them we wanted no additional dealership insurance was enough to keep that off the contracts. When we got home and the kids went to bed, I read through and found we had signed for additional dealership insurances in the form of a "total care auto" (TCA) package ($110 + sales tax) and an Appearance protection package ($355 + sales tax). We called our sales rep and complained of these charges that were never verbally mentioned by them or agreed upon by us. They sent us a cancellation form that had both packages on it that we signed and sent back to them. After a few phone calls asking what the status of the refund was over a few weeks time, They finally told us it would be 6-8 weeks to get reimbursed. We got a refund check for the only the TCA package a few weeks ago. After waiting for another check to arrive, we emailed our sales rep a week ago and have gotten no response about the missing refund for the Appearance protection package. It seems like they are dragging this out and ignoring us hoping we will just drop it and they can keep our money. We need help with a resolution to this as they are no longer responding.

  

  Business response

  03/18/2024

  Regarding ***** and ******* **** 2024 Toyota Sienna Van purchase.

  Balance of refund for $355.00 dollars plus applicable sales tax is currently in process and should be refunded to the customer the next 5 business days.  There was an error with our accounting department, resulting in a partial refund to the customer of $110.00 dollars plus tax, which the customer has received.  

  ***** and *******, on behalf of myself and the staff of Larry H Miller Toyota, I Sincerely Apologize for the issue in your purchase process.  I can assure you that I want nothing less than an honest, upfront, transparent purchase process and we have fallen short of this on your purchase.  There was an error with our accounting department regarding the refund check to you, which resulted in a partial refund.  Mehdi had requested the refund of $110.00 for the maintenance package and $355.00 for the appearance protection in which our accounting department had only processed the $110 for the maintenance.  I have re-ordered the refund check for the balance of $355.00 plus applicable sales tax and asked for them to rush with overnight delivery.  Please contact me directly if you do not receive by this Friday 3/22, my contact email is ************************** and phone is ###-###-####.  I really appreciate you doing business with us and apologize for the inconvenience of this.

   

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My 2014 Dodge Dart was having an issue with the trunk not working, but saying it was open. Pictures attached. I was told it was the body control module which I paid to replace. As soon as they fixed it, I got in the car and same error was showing. Went in and advised it was not fixed and they said come back the next day. Came back the next day and had to leave it overnight. Then was told it was the latch, which I had already replaced, and then it was the wires. I had been told they fully checked the car. Please see attached text transcript for details. I told them to stop, went to get my car. Talked to the manager, he was no help and just kept repeating the process. Told me the bad wires probably blew the new body control module, since they didn't check those before. We left, and someone sat in their truck watching us. A salesman came up and said it was find, but they followed me and my mom after we left, onto the freeway. Took the car to another mechanic and was told the wires needed to be fixed, but LHM had put a ton of electrical tape and it was a mess. They were able to fix it no problem. The mechanics were shocked by the mess that was made in the wire harness.

  

  Business response

  03/18/2024

  This BBB page encompasses all existing Larry H. Miller Dealerships. Can you provide additional information clarifying which specific Larry H. Miller dealership you are working with?

  Customer response

  03/21/2024

  
  Complaint: ********

  
  The response wanted to know which dealership. I was working with Larry H Miller Jeep Dodge Ram Riverdale.
  
  Sincerely,
  
  ********* ********

  

  Business response

  03/25/2024

  To whom it may concern, 

  Ms. ******** and I have spoke and we have addressed her complaint. On behalf of the dealership I have apologized verbally for her experience and would like this to serve as my written apology. Per our conversation, I will be using this event as a training opportunity for our staff as we continue to strive to deliver the best guest experience possible. In addition to that we will be reimbursing Ms. ******** the cost of the labor for installing the new BCM.

  Please let me know If there is any other information needed to resolve this issue. Thank you for bringing it to our attention. 

  Sincerely, 

  Brian J******

  Customer response

  03/26/2024

  
  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,
  
  ********* ********

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted them to get a refund on my extended warranty but I still have not receive it. I sold the truck in Dec 2023 and I'm entitled to a refund.

  

  Business response

  03/12/2024

  Hello!
  
  Thank you for reaching out. Please provide the name of the specific Larry H. Miller Dealership you are working with and I will be happy to assist however possible!
  
  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. ↩