Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My husband and I purchased a vehicle in November 2024. We received a notice from our bank that the title information has not been received. The temp tag expires in 3 days, and no one at the dealership is returning calls or emails. I spoke with the El Paso county DMV today, and they told me they have not received any paperwork from the dealership.

  

  Business response

  01/08/2025

  Hello!
  
  This BBB portal encompasses all Larry H. Miller Dealerships. If you could please provide the specific name or address of the location you are working with, I can then assist in getting your complaint forwarded to the team best suited to assist you!
  
  
  Thanks.

• Initial Complaint

  12/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On July 6th of 2024 my wife and I went to purchase a 2024 Hyundai Venue limited in Blue/white. At the time they told us that they would have to mail us the license plate when ready and we just needed to fill out some minor forms allowing this. We paid roughly $28,000 for the car and drove it back to El Paso texas. We went home and heard nothing until we contacted them on August 9th via email requesting an update or new temporary plates. We received another temporary plate and were told to continue to wait. Again in September our license plate expired and once again we got a new temporary plate and was told to wait longer. Again in October our license plate expired and once again we got a new temporary plate and was told to wait longer. We again asked what the status of the real license plate was but was told they would be sent to our local DMV at El Paso TX and to wait. Again in November our license plate expired and now we have attempted to call them and email them three times on three different days but have not been contacted. We are still awaiting our plates and do not have a temporary plate to use so we cannot drive the car.

  

  Business response

  01/06/2025

  Hello!
  
  Thank you for reaching out. This BBB portal encompasses all Larry H. Miller Dealership locations. If you could provide the name or address of the specific location you are working with, I will be happy to make sure your complaint gets where it needs to go!

• Initial Complaint

  12/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It has now been 24 days (Nov 22- Dec 16th my car has been in their possession for a redo on an install they did a week prior that took 8 days (Nov 7th- Nov 15th) for them to fix that cost me $4500. So my car has been there for a total of 31 days which is ABSURD! The service manager Eli D******* dropped the ball and forgot my car was there a week after he told me to drop it off (Nov 22nd) I left a review about how bad my experience is going and got a reply from Andrew K***** with his contact info. I call him hoping to get some help in getting my car back sooner. He says he's "sorry for the experience iv had" but hasn't done anything to help. He said they are waiting for a part to get there the 9th and id have my car back the 11th but I still haven’t received my car. They could have overnighted the part i need and put it in already. I have t heard from them in 2 weeks. It could have been handled better 100 other ways.

  

  Business response

  12/24/2024

  *****,

  I am very sorry if we have not done a great job at communicating the issues we have been having with your vehicle. We do stand behind our work and some fixes can be a bit tougher to pinpoint and also may have subsequent repairs. Either way I do apologize and want nothing more to get you your vehicle back. I have been working with parts and the technicians on getting your vehicle completed as soon as we possibly can and do everything in our control with expediting parts, contacting guests and extending their rental to switch their parts in your name and taking additional techs off of their jobs to verify and complete your job. I know I have had my drive manager speaking with you. please contact me at your earliest convenience and I am more than happy to go over all the measures we have taken to get you back into your vehicle and what to expect going forward.

  Andrew K*****

  General Manager

  ###-###-####

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

• Initial Complaint

  12/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my car in for repairs. It's been 2 months and they have no answer for me. All they can tell me is that it's haunted. I've already spent money on supposed fixes, but they haven't solved the issue. They don't provide any updates and it's very difficult to get a hold of anyone. ** was supposed to call me but hasn't. They're dragging so they can keep milking money on service or so they can sell me a new car at a markup

  

  Business response

  12/09/2024

  ****,

  I truly apologize for the experience you have received at my dealership but I do appreciate the time you are giving me to communicate with you on how we can fix the problem with your vehicle and the experience you have had with us here. I look forward to our call at 6:30pm today. I intend to discuss options to repair our part in this issue and the timeline to repair your vehicle that we have here. Talk to you soon. 

  Thank you,

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

  General Manager

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

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

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my car to Larry H Miller in Highlands Ranch Nov. 2 2024 Was told by Brandon that it would take at least a week for diagnostic. Sent me diagnostic on Nov. 4 saying that the timing chain was bad along with other parts associated with the timing chain. He also said that after the warranty company approved it they would have to order the parts which could take 3 days and then about 48 hours to repair. I talked to Missy one of the managers who said she would take care of the situation and call me back because I was not able to get a response from the tech. She did not call me back. She gave me her direct number and when I tried to call it she never answered. Brandon called me and said they still needed an answer from the warranty company. On Monday November 25, Brandon called and said they noticed metal flakes all over the engine when looking which meant the engine needed to be replaced due to the timing chain being bad for a very long time and an appraiser from the warranty company would need to come out. I have also been working with Ken, service manager. He has done more than anyone else but even he is very hard to get ahold of. On Friday November 29, after being told that the warranty company was going to come out I was told that they still have not come out and that Ken needed to talk to Brandon. He also told me that he would try and get me a rental car that would be covered for 5 days. I finally got ahold of Ken on Tuesday November 3rd in the morning, he said the warranty company never scheduled a time to come look at my car. He said as soon as he talked to them he would call and give me an update. He never called me back and I called 11 times with no answer. I have called a total of 57 times in the month and a half that they have had my car after being told originally that it would only be a week or 2. Every time I do talk to someone I get a different answer or a different timeline. They have had my car for almost 6 weeks.

  

  Business response

  12/12/2024

  Tell us why here...We sincerely apologize for the experience you’ve had with our service department and the frustration this situation has caused. At Larry H. Miller in Highlands Ranch, customer satisfaction is a top priority, and we deeply regret that we fell short of meeting your expectations in this instance.
  After reviewing your concerns, we understand how inconvenient and stressful it must be to have your vehicle out of service for this extended period. Please know that we are taking this matter very seriously.
  Here is the current status of your concerns:
  Our service team has been actively working with the warranty company to expedite the diagnostic and approval process. Unfortunately, delays have occurred, primarily stemming from scheduling the necessary appraisal and awaiting responses from the warranty provider.
  We acknowledge that communication has not been as timely or consistent as it should have been. The delays in returning your calls and updates are unacceptable, and we are addressing this internally to ensure better response times moving forward.
  Ken, our Service Manager, has been doing his utmost to coordinate communication and next steps with the warranty company. We recognize that additional delays in this process have further added to your frustration, and we are committed to resolving this issue as quickly as possible.
  To that end:
  We will follow up with the warranty company again to ensure that their appraisal is scheduled promptly.
  We will prioritize improving our internal communication processes to ensure customers receive consistent and transparent updates in the future.
  We are actively working to secure a rental vehicle for you to minimize further inconvenience while this issue is being resolved.
  Please accept our sincerest apologies for the lack of timely communication and for any inconvenience this has caused. We value your patience and your business and are committed to resolving this matter to your satisfaction.

• Initial Complaint

  11/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  car not fixed or diagnosis. we purchased a car, and the initial inspection was done, we have been having issues with the steering and alignment. we took it in for diagnosis on 11/26 they said they needed the care all day. i dropped it off at 8 am and did not hear anything from them so i called at 2pm and the *** told me they were still working on trying to find the problem and they couldn't find one at the time and they would test drive it. they called back and said they found nothing. we picked up the car and our dash cam recorded that the car sat in the parking lot for 9-2 pm so they were not working on the car at all, at 2:30 it was noted it was test drove on and that was it. they never looked at my car. this place is a scam

  

  Business response

  12/03/2024

  Hello!

  Thank you for reaching out. If you could provide the name or the address of the specific Larry H. Miller location you are working with we can get your complaint sent of to the right people!

   

  Thanks.

• Initial Complaint

  11/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My 2021 ****** Highlander Hybrid was damaged in an accident February 6, 2024 and was delivered to Larry H. Miller Collision East six weeks later for repairs. I was told at the time the repair would take 3-4 months, but the shop has now had my car for eight months and the work is still not complete. Not only that, but the collision shop has on three occasions told me the car would be ready within a week, and neither time has the company completed the repairs. Each time, they have failed to follow up with phone calls or updates. I've given up on communicating with them directly and have, instead, asked my insurance company, *****, to call on my behalf. This past Friday, Nov. 22, an Amica representative informed me she had called the collision shop and had been told the vehicle's bumper had been damaged (no details as to how) and that the repair would have to wait until new parts come in. I'm beside myself. Larry Miller Collision East has had my car for unacceptable length of time; is non communicative and non responsive, while continually making excuses for its delays in completing the work. Amica, to date, has paid the collision shop $2,290.07 and also issued me a check for $23,383.34, which I will pay on completion of the job. But I want my car back in new condition as they promised. If Larry H. Miller Collision East is incapable of completing the work, I'd like them to total my vehicle so that I may purchase a new one. The fact that they have had it for eight months and still can't seem to commit to a completion date is inexcusable.

  

  Business response

  12/06/2024

  Hello ********,

  Thank you for bringing your concerns to our attention. We truly understand how frustrating and inconvenient this process has been thus far, and we appreciate your patience as we continue to work to complete the repairs on your vehicle.

  We want to provide some context regarding the delays and steps weve taken to ensure that your vehicle receives the highest level of care:

  - When the vehicle arrived at our shop, it was identified as needing extensive repairs totaling over $26,000. Given the complexity of the repairs and the specialized nature of some components, we transferred the vehicle to one of our sister locations, American ******, to ensure it received the best possible attention, particularly for hybrid-specific systems. These transfers, to and from, account for a large part of the unexpected delay you experienced.
  - After the vehicle returned to us in early October, it was determined that additional parts were necessary to finalize the repairs, including replacing the windshield. Shipping and delivery of these additional parts is another reason for the delay youve experienced.
  - At this stage, on 12/05/24, nearly all repairs have been completed. There is only one outstanding part that is on order, awaiting delivery, and we are committed to ensuring the vehicle is fully functional and in excellent condition before its return. To this end, we plan to perform thorough detailing and conduct extensive test drives to verify that everything is operating as it should.

  Regarding communication issues, we sincerely apologize. When calling the phone number that we have on file from when we received the vehicle initially, it would ring to a disconnected line. We have updated this information with the number provided in your complaint. Now that we have updated contact information, our team will be reaching out to you directly to keep you informed as we finalize the repairs.

  Our current estimate for returning the vehicle is mid-next week, pending the arrival of the final part and completion of the detailing and test drive.

  Our goal is to ensure your satisfaction and confidence in the repairs. If you have any further questions or concerns, please dont hesitate to reach out to us directly.
  

  
  Sincerely,

  ***** *****
  Body Shop Manager
  Larry H. Miller Collision East
  ************

  Customer response

  12/11/2024

   
  Complaint: 22605962
  
  I am rejecting this response because: Larry Millers response to my complaint reads like just another string of excuses identical to those Ive been getting for months now. It seems to me that the Larry H. Miller Collision East shop is very good at circling the wagons and then declaring the wagon train is moving forward in a straight line. 
  
  
  Im at the end of my rope. The response claims the hybrid issue greatly extended the time necessary to complete the repairs, yet when I talked with a representative at Larry H. Miller ****** in ***********, I was told the car was in the their shop for only about ***** days to complete the hybrid repair. In addition, the response to my complaint about communications states that they had the wrong phone number for me. Strange, then, that I had previously received two phone calls from Larry H. Miller Collision East stating that my car would be ready in a few days. To date, counting the response to my BBB complaint and two conversations with my insurance company, I have now been told five times that the car was nearly ready. The latest excuse is that I need a new windshield; prior to that it was that I needed a new bumper because, apparently, the bumper was damaged while in the possession of Larry H. Miller Collision East. 
  
  
  My car has now been out for repairs for roughly the length of a typical pregnancy; this is simply unacceptable. The car has been parked outside with neither shade nor protection from the hot ********** sun for most of the past 8+ months. In addition, the car has not been driven which, I would guess, is not good for the tires, the engine or anything else important to operating a motor vehicle. At this point, I can not trust that the repairs will be completed in a professional manner that meets industry standards.
  
  
  Heres my proposed solution: Larry H. Miller should purchase the vehicle from me for full retail price. If this cannot be worked out, then it must be returned to me with a complete certified mechanical inspection. In addition, Larry H. Miller Collision East should pay the past five months of insurance premiums on my vehicle the approximate length of time beyond the original estimate I was given of 3-4 months. I dont know how I could be reasonably expected to consider anything less.
  
  
  
  Sincerely,
  
  ******** *****

  

  Business response

  12/19/2024

  Dear Ms. ******************* you for sharing your concerns. We deeply regret the inconvenience you have experienced throughout this process.
  
  As a goodwill gesture, we are prepared to refund the $750 deductible you paid and to send your vehicle to ****** for a full safety inspection at no cost to you. We believe this resolution is fair and demonstrates our commitment to ensuring your satisfaction.
  
  Please feel free to reach out to us directly for any further details, as well if you have any questions.
  
  ***** *****
  Body Shop Manager
  Larry H. Miller Collision East
  ************

  Customer response

  12/20/2024

   
  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

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our car has been with the ************************ since August 31st, and now it is November 25th and we still do not have a vehicle. **** ********* was in charge of our car and was given our ******* extended warranty information on September 15th. Communication from him was sparse; he often said he would do something and update me the following day, only to not hear back from him for a week or for us to have to contact first. In the last week of October we were assured our car would be done by the first week of November. After no updates again, we called on November 5th and were informed that **** no longer worked there and that he had been lying to us the whole time and hadn't even started the process of working out the extended warranty. Now a new employee, ****, has been in charge of our car, but the communication from him has also been sparse. On November 12th, we were told that our car would be done by November 22nd, but then on Novemeber 20th we were told that it wouldn't be ready until the first week of December, ruining our Thanksgiving plans. Since then, I have gotten ahold of a service employee, a phone operator, and a sales manager, all of whom have passed my number along to ******, the assistant sales manager, assuring me that she would call me right back or call me the next day. She still has not. We are a single car household and have been without a vehicle for over 3 months now. We do not have a washer and dryer in our apartment, so we have had to pay for Ubers just to do our laundry, and we have lost many opportunities and have been majorly inconvenienced. The fact that nothing happened for almost 2 months is unacceptable and a major management problem. We have been majorly inconvenienced by this, and the gross neglect, lack of communication, and straight up lying coming from the service department is unacceptable. We have spoken to legal council and have been told by a lawyer that we have a very strong small claims case because of all of this.

  

  Business response

  12/03/2024

  To whom it may concern: 

  This complaint has been resolved with our Guest. Thank you for your time.

  **** *****, general manager 

• Initial Complaint

  11/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I traded my truck in and was told they would give me $******. They also told me I wouldn't have to make another payment on the loan. I have received notices from my lender that the payment wasn't made, and it would affect my credit. I have emailed, called and I still haven't received my payment of ******, and they haven't paid off my loan.

  

  Business response

  11/20/2024

  Good evening, this guests trade has been paid off. Thank you and sorry for the inconvenience.

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I mistakenly took my jeep to this location on 10/19/24, for a simple oil change. This was a scheduled appointment and I was still there about 2.5 hours. During this time I was in their waiting room and they somehow got into an accident with my vehicle??! Honestly, I dont even know if the oil change was done. My jeep sounded worse when I left than when I came. The oil wasnt completely full, and my jeep still says it needs an oil change. This company at least reattached my license plate and said they would call me on Monday. I still have not gotten a call. I have left a bunch of messages, including one to the general manager and the company will not return the calls so clearly does not have any intention on fixing the damage that they caused.

  

  Business response

  11/25/2024

  To Whom it may concern, We are aware of the damage to the front bumper of ****************** We have called multiple times and have been unable to make contact or leave a message for Ms. ****** due to a mailbox being full. ****, our service advisor was able to send a text message to Ms. ****** and offer her a loaner while we fix he car in the body shop. As of today the 25th we are waiting for a response on when she can come in. We would like to get this fixed, unfortunately Ms. ****** is non-responsive to calls or texts.

  Thank you. 

  **** ***** general manger 

  Customer response

  11/30/2024

   
  Complaint: 22573920
  
  This business isn't exactly being truthful.  I am unaware of my voicemail being full and my phone didn't show record of the business trying to contact me prior to me reporting this incident to BBB.  I had made many attempts and never heard back.  Once I notified the company I contacted BBB, I instantly got a voicemail from this company.  

  I was told they had a loaner so I needed to drop off me car that day.  I live 60 miles away and couldn't do it that day.  I asked how long it would take for the repairs and was told 2-3 weeks.  I asked why it would take so long, and then they said it would only take 2-3 days.  I really don't trust anything this business says or trust that my car won't be in worse shape after I bring it to them at this point.  I haven't even gotten an apology that this happened.

  Unfortunately, my car lost value from this incident. But, more importantly, I lost all trust in this company.  I would like my car fixed, or the money from the value I lost in the accident, but I need more than a days' notice to get there.

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

  

  Business response

  12/05/2024

  Hello!

  I have received further communication from the store. They say that our guest has made positive contact with the General Manager, **** *****, and that they have reached an agreement. I have heard that there is an appointment set for today, and that there was a verbal agreement to close this case.

  Please let us know if there is anything else we can do, otherwise, we are happy to have helped and look forward to ensuring your future satisfaction!

*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. ↩