ComplaintsforLarry H. Miller Dealerships

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 6 yr old Jeep Cheroke, which I have been getting serviced at the Larry Miller Jeep dealership. This summer, mid July, 2024, the air conditioning stopped working. After bringing it in to the dealership, I was told I needed to replace the condenser. I did some research and at the end of July went back to order the part. I was told it was going to take 30 -45 days. I followed back up in late ******* called and received no call back, then had to go to the dealership and was told the part was "on a boat", with no more detail. I decided to call the Jeep customerservice in ******** and was then told the part was "discontinued", given a case manager who left me no details and has not returned my call. I found the part online and had an appt to bring the car in on Sept 27, ( 4 weeks later), driving all summer with no A/C. On Sept 26, I received a text canceling my appt due to lack of experienced techs. I called the dealership and was told the service manager would call me back by 6 pm. I never received a call back and have no resolution. The lack of responsibility from both the dealer and ********************* is absolutely apalling. I am at my wits end.

  

  Business response

  10/02/2024

  We spoke with Mr. ********* and his part has arrived.  He had already been scheduled for an appointment on 10/3/24 and will be bringing his vehicle in for repairs.  He has my direct contact information for any future concerns. 

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I just got a call from collections because a car I traded into **** H Miller of Orem never had the *** transferred to their name and got towed. I traded that car in about 6 years ago. ****** says that location is closed permanently.

  

  Business response

  10/02/2024

  Good afternoon. We have received this complaint and will look into it Immediately to help find a resolution. The Larry H Miller Dealerships were sold in December of 2021, and we may need a little extra time to find an amicable solution. Please feel free to reach me at ************ with any questions.

  Customer response

  10/02/2024

   
  Better Business Bureau:

   

  I got in contact with someone who helped me.
  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

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car has a very bad problem and they never fix it they fix other things that never fix it. Brought it to them at least 6 times in the past year. They never give a loaner car for the 2 weeks they have the car. And they never answer the phone or call back if they miss your call. Ive paid at least 1500-2000$ in service and yet I have the same problem that makes the car un-driveable.

  

  Business response

  10/02/2024

  Hello!
  
  My name is ***** Service, and I act as a **************** Operator of sorts, and it's my job to get you in touch with the party best suited to assist you.
  
  This BBB portal encompasses all Larry H. Miller locations, and your initial complaint does not mention which specific location you are working with. If you could please provide the name or address of the location that you are working with, I can then get the ball rolling!
  
  
  Thank you.

• Initial Complaint

  09/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased our vehicle at the very end of June. My husband has gone to register the vehicle at the *** twice, and has had to purchase temporary tags twice. You changed the financing party from **************** to Truist without telling us and I did not receive any notice or paperwork from you or the financing company and would have missed the first payment if not for the fact that I have credit monitoring and was able to call the reporting entity and find out it was my car loan and set up my account with them (90 minutes to fix = $75). We also had to return to the dealership for our paperwork because of reported 'glitches' in your system and when promised items would be emailed they never were (2 hours x 2 people = $200). We also had to sign paperwork electronically and then return another day and do it all again on paper for the same reason (2 hours x 2 people = $200). Your financing personnel use personal ***** emails to send finance documents (completely unprofessional) and so we don't have any formal way to email anyone, but have emailed that address at least twice with no response. I've also called the ** at the ******, ** Jeep location and have not received a response. My husband has called the dealership at least 5 times and no response. I want to be compensated for my time and money wasted at the dealership, fixing the dealerships mistakes, and time at the ***, especially as you wasted my husband's PTO. And he'll have to use more to return to the *** a THIRD TIME (2 hours x 1 person x 3 times + fees = $620). TOTAL DEMAND = $1095 If you take issue with my $50/hr, I can charge my actual hourly rate of $65.OH, AND PUT IN THE PAPERWORK IN SO I CAN REGISTER MY CAR.

  

  Business response

  10/03/2024

  I spoke with this guest and their paperwork will be going out this week.  I apologized and offered my direct contact information and agreed to send a check to compensate for their time taken to have to come back to dealership and to the county to get another temporary tag and registration.  

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a brand new Grand Wagoneer from the Larry H Miller Jeep dealership in ****** ** in early June 2024. When we purchased the vehicle, we knew there was hail damage on the car from a storm that had come through prior to us purchasing it. The dealership knew there was hail damage, and they agreed they would fix this. A few weeks later, we took the car in to have the damage ***aired. To our surprise, we were notified the next day that the car was done. However, they didn't fix the hail damaged trim around all of the windows, and said they would need to order the parts for this and once they got the parts in, they would let us know. Weeks turned into a couple months, and we still hadn't heard anything back about the trim pieces. We called and emailed and texted our sales *** multiple times. Finally, they agreed to let us bring in the car on Tuesday September 3rd. We were told they had the parts and that it would be ***aired. We are now going on FOUR weeks with no communication from them unless WE have initaited it (as in called and emailed MANY times). I was told today the car will not be done for another two weeks at least. I will never ever do business with Larry H Miller Dealerships again and especially not this aurora location. They are absolutely incompetent and non-communicative. We spent upwards of 115K on this vehicle, and I have consulted an attorney to look into the Colorado Lemon Laws because of the unreasonable amount of time this has been "in the shop". I want a full refund for this vehicle and I will take my business elsewhere.

  

  Business response

  10/02/2024

  I have met with this guest and we switched them in to another vehicle and they are completely satisfied.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ****** *******, and my sons name is ***** *****. I dropped my car off on 8/7/24 I told them my car is vaper locking, they said something was wrong with the battery and it would cost, $500, I paid it. picked my car up on the 8/13/24 my car was still vaper locking I called, and I was told to bring it back. I took the car back and then they told me it would cost $2, ****** and now they know why it is vaper locking. I paid the $2****** and my car is still vaper locking. My son took the car back and he was told the part i need for my car they don't make it anymore. I found the part within 15 minuets, and I was told they don't use after-market parts. I asked for the general manger, I spoke to ******* ******, and I informed him that my car is still vaper locking. I told him I found the part, but he said they can't use these parts and there was nothing else they could do for me. I asked for my money back minus the labor pay. They are not even answering my calls, or my sons calls any more. I need some assistance with this company please. Thank you.

  

  Business response

  09/20/2024

  Hello, 
  
  The concerns have been reviewed regarding the repairs for ***** ***** 2002 ******** with ******* miles. 
  
  We have seen the vehicle a total of three times since July for a stalling concern. It was first found to have a worn-out battery with a bad cell and corroded battery terminals which we repaired with customer approval for $498.30 at the first visit in July. 
  
  The vehicle retuned with a similar concern and a check engine light on the second time we found the vehicle had a damaged intake manifold causing unmetered air to enter and stalling the engine out. The dealership was able to procure a new aftermarket manifold to complete the repairs with customer approval and charged $2097.47 post a discount.
  
  The vehicle then returned for a third time for a stalling concern. The vehicle was reinspected, and it was determined that there was a EGR tube that had rusted to the point of leaking. ********************* had this diagnosis verified by the most senior certified technician. 
  
  The customer was informed of our findings and due to multiple factors ranging from the difficulty of procuring parts, the age, mileage and condition of the Escalade it was suggested that the Escalade be taken to a local independent repair facility that is more geared towards the repairs for a vehicle of that age and mileage. 
  

  The customer did request that the Dealer refund a portion of the dollars that had spent to that point in repairs. It was declined on the basis that the repairs were valid and performed properly in accordance with GM's diagnosis and repair standards as described in GM's workshop manual.
  
  At this time, the Dealer still declines to participate in a refund. Thank you for your understanding in this matter.
  
  Sincerely,
  
  ******* Kimball 
  Service Manager
  Casa Chevrolet 
  ***********************;
  *********** NM 87110
  Office: **************
  Main: **************

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a new keep from Larry miller Jeep. I took the car to have ceramic coating put on. When I pick up the car the installer told of coating asked if I know that this vehicle had hail damage. I said no. He pointed out some places where it was fixed but there is a couple more . I told my sales person and said that she would tell the sales manager. I did not hear back. I asked the salesperson again, she would the manager take a look at it when I took the car in for a passenger window replacement. When I pick up the vehicle I asked if he looked at., no. We had someone that does the hail damage repair. He saw some damage by the drivers door. He offered to fix it then. I said no because I want the car looked over completely. I don”t want to keep going back over and over. I want it fix once and for all. The salesperson said she would have the manager call me . I have not heard anything yet. I was told it is a state law that hail damage has to be to be disclosed. I would like it fixed. Because they are not taking with me I feel like I am being cheated Plus a there put two window stickers in my car. They have two different prices for this vehicle. I asked why. The salesperson about that she tried to explain but I am not sure if this normal

  

  Business response

  09/16/2024

  Hello!
  
  My name is Avery Service, and I act as a Customer Service Operator of sorts, and it's my job to get you in touch with the party best suited to assist you.
  
  This BBB portal encompasses all Larry H. Miller locations, and your initial complaint does not mention which specific location you are working with. If you could please provide the name or address of the location that you are working with, I can then get the ball rolling!
  
  
  Thank you.

• Initial Complaint

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Regarding Larry H. Miller Chrysler Jeep Dodge Ram Boise 90,000 mile service and factory recall for 2015 Ram 1500 Ecodiesel purchased from the same dealership new in 2015. I schedule the service on 8/15/24 to occur on 8/30/24. I had no discussion with the service representative about price at that time. When I dropped the truck off on 8/30/24, I met a service representative (Robert Degli-Esposti). There was no discussion of cost at that time. On 8/31/24 around 8:30am, I received a text with a "Repair Estimate" with a list of "Requested Services." I declined the tire alignment and a software update, and accepted the estimate for a total of $855.55 plus tax. I got a call to pick up my truck later on 8/31/24 around 2pm. Upon picking up the truck, the same service rep showed me the bill of around $1900. I complained that the bill was roughly double the estimate I had signed that morning. He disagreed, and said I signed for this amount. I showed him the PDF estimate on my phone that he had sent in the morning. He immediately gave me a discount, but the total remained $1589.23 to which the service rep said, "the estimate can be hard to read," implying that I misunderstood the previous estimate. I complained again, but paid and left. Upon reviewing the receipt at home, line items do match the estimate, but there are many additional line items for the same service. For example: $304.50 for Driveline Service (same on estimate and bill), then the bill includes additional line items for this service totaling another $525.34 for a grand total of $829.84. All other actual costs reflect similar large increases over the estimates. Also a few small things: the service took 2 days, despite being told one day upon scheduling. The washer fluid wasn't filled despite being checked as filled, and the truck wasn't washed although that was requested. I would like an explanation for all of the above. See attached Estimate and 3-page receipt.

  

  Business response

  09/06/2024

  To whom it may concern:

  We have been trying to get in contact with Mr. Richardson to adjust his repair and come to a resolution. If Mr. Richardson would like to reach out to me, I will personally handle the adjustment and get this resolved. My contact information is listed below. 

  Thank you.

  Ross S**** 

  ************ cell

  ************ desk 

  general manager Larry H M***** CJDR of Boise

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They are refusing to answer my calls , i bought a truck from this dealer back in 2023 .Trucks had the same problem over and over ,Now they denied my warranty or something because , they dont answer my calls or *********** someone spray paint the driver side with something and they dont want to be responsible for the damage of the truck .

  

  Business response

  09/06/2024

  Hello!
  
  My name is ***** Service, and I act as a **************** Operator of sorts, and it's my job to get you in touch with the party best suited to assist you.
  
  This BBB portal encompasses all Larry H. Miller locations, and your initial complaint does not mention which specific location you are working with. If you could please provide the name or address of the location that you are working with, I can then get the ball rolling!
  
  
  Thank you.

  Customer response

  09/09/2024

   
  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,
  
  ******* *****

  Larry H miller Chevrolet in ******,This is the location *********************************

  my truck after many times of wasting my personal time in dropping off and picking up the truck , plus spraying it with paint all over the driver side and not be responsible.

  i request to exchange my vehicle with the warranty, Chevrolet offered me, when I purchased the vehicle 

  

  Business response

  09/16/2024

  Hello,
  
  We appreciate the opportunity to address this matter and provide clarity on the situation.
  
  Firstly, we would like to express that it is never our intention to leave a customer feeling dissatisfied or unheard. We have always strived to provide excellent service to our customers, and we regret any inconvenience caused.
  
  Regarding the issue with the paint on the truck, we did indeed attempt to assist in removing the paint from the side of the vehicle as a gesture of goodwill. However, the nature of the substance on the vehicle required more extensive work than what our team could provide. We strongly believe that the best course of action at this point would be to take the vehicle to a professional body shop, which we 
  
  With respect to the warranty issue raised in the complaint, we have no record of any prior discussion or dispute regarding the trucks warranty. We are more than happy to clarify any specific concerns related to the warranty, provided further details. At this point, we are unaware of any active warranty disputes and would appreciate more information to address this fully.
  
  We remain open to discussing any further concerns and hope to resolve this matter amicably.
  
  Thank you for your time and attention to this matter.

  Customer response

  09/19/2024

   
  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,
  
  ******* *****

  my question is are you going to take care of the spray paint ,means pay for the service to removed the paint? 
  
  
  

  

  Business response

  09/25/2024

  Hello,
  
  Unfortunately, since it is impossible to determine where the vehicle was located when it was affected by the paint splatter and considering that we have done everything we can, in good faith, within the power of our own shop to assist with removing the paint already, we do not feel obligated to cover any additional 3rd party restoration costs.
  
  Once again, with respect to the warranty issue raised in the original complaint, we have no record of any prior discussion or dispute regarding the trucks warranty. We are more than happy to clarify any specific concerns related to the warranty,provided further details. At this point, we are unaware of any active warranty disputes and would appreciate more information to address this fully.
  
  As always, we remain open to discussing any further concerns.

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2015 Toyota Highlander was brought to this Toyota dealership after the motor in it had seized. After raising the cost to repair my vehicle several times to the amount of 11751.70, and pushing back the promised delivery date of when my vehicle was ready to be picked up several weeks I was able to finally pick up my vehicle yesterday. Before this repair my car sounded and worked completely fine. They were supposed to replace the engine along with various supporting components to have my vehicle repaired to normal. When I got in the vehicle I noticed right away my tire pressure light was on so I asked the employee if they could check my tire pressures, he rocked the vehicle by pushing it with his hands then said “oh it’s good” so I went inside to find somebody else for help with my tires who checked with a pressure gauge and found each tire to be about 5lbs low. Driving home I noticed the traction light stays on and when pushing the traction control on/off toggle button it does not work, there is also a lot of rattling going on from the front of the car when driving. I called Toyota and the assistant service manager Andrew assured me that the car is fine and safe to drive. I do not believe this car is at all safe to drive, failure or loss of traction control can result in an accident and be fatal. I have had to pay weeks longer than anticipated worth of rental car fees and have been pushed to use several days in personal time in order to keep my employment in good terms for too many failed delivery attempts as it is not easy living an hour away from the Toyota dealership or my work and have a coordinated plan to collect my vehicle only to be let down several times. I’m 62 years old and drive around with my 2 year old great grandson, I bought this Toyota for its reputation of being safe and reliable, it is likely my 7th or 8th Toyota. My desired outcome is for my vehicle to be repaired to proper running condition.

  

  Business response

  09/06/2024

  Hello Maria,

  Thank you for choosing our dealership to have your service work performed. I truly apologize for the way your tire pressure situation was handled. That is completely unacceptable. I'm glad we are now working towards a resolution. Our Service Drive Manager, Andy V****, has kept me informed of the day-to-day progress towards finishing your repair. I'm also happy to hear we were able to get you a loaner vehicle at no cost to you. You certainly deserve it. Please know that you and your family's safety is our top priority. I look forward to a quick, quality repair while regaining your trust as dealer. If you need anything, please do not hesitate to reach out.

  Philip S*******

  General Manager

  LHM American Toyota

  *** *** ****

*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. ↩