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Larry H. Miller Chrysler Jeep Dodge Ram Surprise - Service Center

4.6

135 Lifetime Service Reviews

13165 North Autoshow Ave., Surprise, Arizona 85388

135 Reviews of Larry H. Miller Chrysler Jeep Dodge Ram Surprise - Service Center

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October 03, 2018

"Unprofessional"

- Steve Z

Last Saturday 9/29, my wife and I dropped her van off for oil change and tire rotation. About two days before, her tire pressure light came on, but since we knew it was going into service, we didn't air them up, since the service department does that normally. When we picked up her van, the tire pressure warning light was still on, now it was frustrating to us due to the fact that the last time her van was in for service they forgot to rotate her tires and when my 2018 Ram went in for its first oil change, when I got it back It looked like it wasn’t washed and there were oil spots on the steering wheel and center console, I am guessing from the techs hands. So, when I went in to speak to Duane, I asked him to see if the tire pressure was checked due to the light being on, now I was straightforward and blunt with him, due to as I previously stated little things wrong after service before and this is getting old every time I drop off a vehicle. Duane goes and checks the pressures manually and the tires do check out at the right psi. So, at this point, I feel like my request to check this was an inconvenience to Duane. He gets in my van and drives it around the block to reset the low-pressure warning light. When he comes back, he pulls the van into the service area, leaves the driver side door open, van running and says, “its fine” and walks away with what I felt was unprofessional and rude attitude to a customer, no coming over and saying it’s all good now thanks, or anything to smooth it over, even if nothing was missed. This is my wife’s daily driver and wants to make sure that her car is in top working order. Due to all three of these encounters with your dealership's service department, I will be going elsewhere from here on out to service my van and truck. That is sad, as a customer who has spent upwards to 65K this year buying two vehicles from you, I don’t want to risk god forbid needing major repairs and having your service department had to fix them for me, when they can’t even remember to rotate tires, clean up after themselves and is unprofessional. That’s too bad, cause your guy's sales department is awesome, my sale guy still calls me to this day to ask how I am liking my vehicles.

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Recommend Dealer
No
Employees Worked With
Duane
Oct 04, 2018 -

Larry H. Miller Chrysler Jeep Dodge Ram Surprise responded

Steve, we work hard to be sure our customers can rely on us to take care of their vehicles. I am sad to hear that you have felt your experiences with us were not as good as they could have been. Please contact me at your earliest convenience and we can discuss your time with us further. I will look forward to taking the opportunity address your concerns and working to better your experience with our team. - Seth England, Service & Parts Director, (480) 795-7560

September 29, 2018

"Worst service experiance"

- Mastec7

My 2019 Cherokee had a recall. Scheduled the appointment, quoted about an hour to complete. Showed up for the scheduled appointment at 0900 and I waited. He knew I waited. 4 hours had passed, I had to ask; where is my jeep? 5 FIVE hours AFTER arriving, it was done. I was so irritated, frustrated... angry. I felt like i was the least important person. I was told not to schedule it with Duane. But I did. I didn't listen and it needed to be done. I have purchased two vehicles from here. One $36000 and one $43000 within two years. You'd think just one purchase would earn you good service, not with this guy. If any of my three Jeeps need any type of service again, I will make darn sure he has nothing to do with it. Or I'll take it to Moore. They are closer anyway..

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Overall Experience
Recommend Dealer
No
Employees Worked With
Seth England
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
June 07, 2018

"Rookie"

- RE5et!!!

About the 2nd week of May 2018 I took my 2012 JKU Wrangler to be serviced at Larry H. Miller Jeep Chrysler for an engine code P304. Cylinder #4 misfire and the cylinder head had to be replaced; all work was covered under warranty. Whenever I have work done to my vehicles I always inspect the work that was done. I am not a certified mechanic however I have been building cars since I was 13; I have above average mechanical understanding and experience. Before dropping my jeep for service I used my vacuum gauge to test how many inches of vacuum my engine was at. Before leaving my house I measured 18" of manifold vacuum @ 800rpm, that is a pretty good reading for an engine with a 100,000+ miles. I had recently replaced all spark plugs and fuel injectors to eliminate the possibility of misfire. After the work was complete I was at LHM Jeep dealer parking lot picking up my jeep and before leaving I measured the manifold vacuum and my engine, after being serviced by LHM Chrysler Jeep, was at 14" of manifold vacuum. While the engine was idling I could hear a hissing because of a poor intake manifold seal; when I got home I checked the torque of the lower and upper intake manifold they were both very loose, some fasteners were hand loose. I torqued the upper intake M6 bolts are torqued to 89 inch pounds and the lower M6 bolts 106 inch pounds; using my calibrated inch pound torque wrench that has been recently calibrated…………..why? because I like doing s*** right the first time. Since the work has been done to my cylinder head by LHM Jeep my MPG has dropped 18mpg to 14.8mpg. The other mechanical area was the front suspension when I asked LHM Chrysler Jeep for a front alignment. I was told that my ball joints needed to be replaced and this past weekend May 19, 2018 I replaced the driver side upper ball joint because that was the only ball joint that needed replacement. When torqueing my front suspension I noticed that most of the ball joints I had LHM replaced were NOT torqued to specs; again attention to detail is a problem with LHM Chrysler Jeep service department. Then when I spoke to the service manager Seth he stated, “I stand by my mechanics”……….even though I proved there was a problem on their part. That is management who does not think proactively and has tunnel vision; speaking from my 20+ years of management experience both in the U.S. and overseas, Seth is an ineffective leader. In a case like mine, punishment would NOT be effective. The effective approach would have the mechanic go through the process again; either hand write the exact processes as per the service manual or have the individual do a walk through, talk through method for other mechanics to observe and learn from. It was the lack of attention to detail for this mechanic that gave the appearance of incompetence. I have actually made this same mistake myself and I developed processes or checks for myself that prevent mistakes like this. Seth stated that I would not allow this Jeep Service Department work on my Jeep again; YES, that is exactly what I said. If I was interviewing for a job and I messed up and made numerous mistakes would I get a 2nd chance.......no, I wouldn't. Do it right the first time and mange your section professionally and understanding that their are customers like me who will always check maintenance work done by the dealer.

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Recommend Dealer
No
Employees Worked With
Seth England
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Jun 11, 2018 -

Larry H. Miller Chrysler Jeep Dodge Ram Surprise responded

We are sorry to hear you are unsatisfied with the performance of our technicians, however, everything on your vehicle was repaired to the Manufacturer’s expectations. Thanks, Seth England, Service Manager

May 23, 2018

"RIPS OFF CUSTOMERS AND DOESNT CARE ABOUT THE CUSTOMER!!!!!"

- SyeWeaver

I have bought 3 cars from this dealership, and this will be the last!!! I bought a van 2 weeks ago that was advertised around 18400.00 and had a backup camera system. After seeing the car, found out that it did not have the camera system. Saying that they will put the camera system in, I decided to buy it. Then they tried to get me to pay the lot price of 20k and not the internet price. They finally caved and put it as a "preferred customer discount" and then added 650+199 for the back up camera, since "they have to show payment for items to be installed" and took off the window tint and delivery since "that is already on the car and they just charge the customer anyways" said the salesman. After fighting that I had to pay it, I finally gave in and bought the car. NO ONE ever talked to me about what camera system I wanted or what THEY decided to install. After bugging them for over a week to schedule the install, I got in two weeks after I bought the car. I dropped the car off and the service lady didn't even know what was being installed. when I picked it up 6hrs later, she took me out and showed me what they installed. She told me that they installed a new rear view mirror and that is where the camera is. She also said that they "normally install them in the dash and rarely see them install in the mirror". And it is a tiny 2x2 screen that I cannot make out anything in the display. I had her to check to see if there is any alarms when anything gets too close and there is no sensors. Then she went back to her office and I started looking over the camera. Feeling that I just got ripped off, I went back in and asked to speak to a manager and she went to the sales floor to get a sales manager. I politely explained my disappointment with what was installed and that I had no say in what was installed that I PAID FOR. His response was that since it was a used car, and didn't have a touch screen system in it already, they couldn't warrantee installing new equipment in the car, if it already had a touch screen then they could have intergraded it in. I told them they installed a new mirror so how is that any different, and the old mirror was already compatible for back up camera, so no justification for a new mirror for the cost. After I told him that no one talked to me about what was getting installed or asked me what I want installed, he said that "there must have been a lack of communication". After getting nowhere with him and just talking in circles, I left and went online and filled out the "contact us" form and wrote everything on here, expecting someone to contact me since is said "we have received your form and will contact you as soon as possible". Waited a full day, NOTHING! So today I called the store and asked to speak with a store manager and was given Steve or Steven from sales. Told him everything above, and told me basically the same as the first manager and that installing camera system that was in the dash replacing the screen would be "$2000 plus the cost of the camera which would be another $800-1000 dollars". I told him I cant use this system because it is too small for me to clearly see any one or thing that may run in my path and I wouldn't be able to stop in time. HE LAUGHED, and said "I strongly disagree with that, I have the same camera on my car and I can see fine." I told him that's great but I have bad vision, and I wear glasses and for me, I cant see clearly what's on the screen so it wont work. AGAIN, he laughed and said "well i'm blind as a bat and I can still see just fine" At that point I lost it!!! I cussed him out, telling him that they ripped me off, and don't care to make the customer happy, just want to make as much profit as they can, said I will NEVER BUY from them again, some more cuss words and hung up!!! Its like going to a restaurant, they pull out your wallet, take out the money they want, and give you what ever food they want and say, that's what you get. I wanted the camera system for 1, it was advertised with one, 2, its a safety issue. I'm not getting it for any "cool" factor! I want to keep my family safe and anyone else that may be in danger of a car backing up, and 3, I'm use to using them since vans have a lot of blind spots. I will NEVER RECOMMEND this place nor use any of their services! I will be contacting the general manager about this, and I hope this place goes out of business!

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Recommend Dealer
No
Employees Worked With
Frankie Pena
3.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Steve Worsosz
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Other Employees : Steven Hunter
Jul 03, 2018 -

Larry H. Miller Chrysler Jeep Dodge Ram Surprise responded

I’m disappointed to hear about this experience. I assure you that we run our business with honesty and integrity. I’d be happy to speak with you about this directly. Please reach out to me at (480) 865-2067. Thanks, Glenn Coe, General Manager

May 02, 2018

"Very professional"

- Larry G.

I have had nothing but good experiences with the staff at Larry Miller. I went in for an oil change and they even rotated my tires without me even asking for them to do it.

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Recommend Dealer
Yes
Employees Worked With
Kaeland "KT" Thomas
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Seth England
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
May 02, 2018 -

Larry H. Miller Chrysler Jeep Dodge Ram Surprise responded

Larry, I am so pleased to hear that our service department has been taking the initiative and taking such wonderful care of you. Thank you for sharing your experience with us and for the wonderful rating. If you find yourself in need of anything again, do not hesitate to come back and see us again. - Glenn Coe, General Manager

April 07, 2018

"Going beyond "

- Bad battery

I never expected to have car problems with a new Jeep that I owned less the 5 days with only 83 miles on it. I could not get ahold of anyone to help, but John my salesman and he came to my work and jumped my car and followed me to garage and made sure I knew what was happening ever step of the way.

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Recommend Dealer
Yes
Employees Worked With
Brandon Fea, David Fortner
Apr 09, 2018 -

Larry H. Miller Chrysler Jeep Dodge Ram Surprise responded

Thank you for leaving us the awesome rating and review! I'm glad that John was able to take such great care of you and get you back on the road as quickly as possible. We appreciate your business and hope to work with you again the next time you need us. - Glenn Coe, General Manager

March 23, 2018

"Oil Change and service "

- Shaun

Excellent communication, quick service and easy to work with. Took great care of me and my car. Strongly recommend them for the purchase and service of any vehicle

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Recommend Dealer
Yes
Employees Worked With
Jacob Rohde
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Mar 26, 2018 -

Larry H. Miller Chrysler Jeep Dodge Ram Surprise responded

Thank you for leaving us the awesome rating and review, Shaun! I'm glad that we were able to service your vehicle in such an efficient manner. We appreciate your recommendation and hope to work with you again in the future. - Glenn Coe, General Manager

March 15, 2018

"Service review"

- Maureen

Took my car infir 5,000 mile service The people I interacted with were friendly. Service was completely ins timely fashion . I was completely happy with my visit

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Recommend Dealer
Yes
Employees Worked With
Judd
Mar 16, 2018 -

Larry H. Miller Chrysler Jeep Dodge Ram Surprise responded

Thank you for leaving us the fantastic rating, Maureen! I'm glad that we were able to service your vehicle in such a friendly, timely, and pleasant fashion. Please let us know if there's anything else we can do for you moving forward. We're excited to work with you again in the future. -Glenn Coe, General Manager

March 02, 2018

"LHM always come through"

- smokie9680

Had to bring my Jeep in multiple times to hunt down the problem I was having and each time Micky in service took care of what ever I needed. Awesome service rep!

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Recommend Dealer
Yes
Employees Worked With
Micky
Mar 05, 2018 -

Larry H. Miller Chrysler Jeep Dodge Ram Surprise responded

Thank you for sharing your awesome experience with us! I'm glad the we were able to get to the bottom of what was ailing your Jeep. I'll be sure to pass along your kind words of praise to Micky. He's an awesome member of our team, and he'll be thrilled to hear that you enjoyed working with him. - Glenn Coe, General Manager

February 28, 2018

"Excellent Service "

- dporche3

I had to bring my Charger in for service immediately when my headlight went out. Mickey Langer went above and beyond to fix thank you ML. Not only did he fix that issue but checked the entire lighting system to find the fog lights had failed. He ordered the parts and got me back on the road.

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Overall Experience
Recommend Dealer
Yes
Employees Worked With
Seth England
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Mar 01, 2018 -

Larry H. Miller Chrysler Jeep Dodge Ram Surprise responded

Thank you for sharing your service experience with us! I'm thrilled that Seth and Mickey were able to take great care of your vehicle, and diagnose a problem that wasn't easily apparent. We do our best to go above and beyond the call of duty for all of our awesome customers. Thank you for entrusting us with the care of your vehicle. We look forward to your next visit. - Glenn Coe, General Manager

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