Larry H. Miller Honda Murray

Larry H. Miller Honda Murray responded

Thank you for bringing this to our attention. We take all feedback seriously and are committed to continuously improving our customer experience. We apologize for any inconvenience and would like to hear more about your visit. Please reach out to us directly so that we can discuss the matter further. - Al Benjamin, General Manager, (801) 699-7636

Larry H. Miller Honda Murray responded

Thank you for taking the time to share your experience. We’re glad to hear the alignment was completed quickly and on time, but we’re very sorry to learn that the final billing and follow-up left you feeling frustrated and misled. You’re absolutely right to expect pricing transparency. If you were quoted $99.95 multiple times, additional fees—such as those for shop materials—should have been clearly communicated upfront. We understand how frustrating it is to feel surprised at the register, and we take that feedback seriously. We also apologize for the delay in providing your alignment printout, and for the confusion surrounding the rear camber readings. Our service team should have offered a clearer explanation, especially given your knowledge and reasonable questions. Factory specifications, machine calibration, and suspension load all factor into alignment readings, but that information should have been shared with you in a more thoughtful and accurate way. We appreciate your honest feedback—it helps us identify areas where we need to improve both our communication and service process. If you're open to it, we’d welcome the chance to speak with you directly and clarify any remaining concerns. Please feel free to reach out to me at 801-268-5510 Sincerely, Al General Manager Larry Miller Honda 801-268-5510

Larry H. Miller Honda Murray responded

Dear Jeff, Thank you for taking the time to share your feedback. We’re sorry to hear that your experience with us didn’t meet your expectations. We understand that being offered additional services can feel like upselling, and we always aim to provide only what we believe is in the best interest of your vehicle. That said, your comfort and trust are just as important to us, and we’ll take your comments seriously as we look at how we present service recommendations to our guests. We also appreciate your note about the waiting area. Guest comfort matters, and we’re always looking for ways to improve. Your comparison to other dealerships is helpful, and we’ll consider those details as we work to enhance the experience here. We’re genuinely sorry to hear that you wouldn’t consider returning, but we value your input and thank you for helping us improve. Sincerely, Al General Manager Larry Miller Honda 801-268-5510