Complaints

This profile includes complaints for Ken Garff's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Ken Garff has 80 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Ken Garff

  111 E Broadway Ste 900 Salt Lake Cty, UT 84111-5235

  
• 

  Mercedes-Benz of Salt Lake City

  575 S State St Salt Lake City, UT 84111-3521

  
• 

  Jaguar Land Rover Downtown Salt Lake City

  150 E 500 S Salt Lake City, UT 84111-3216

  
• 

  Buick GMC Riverdale

  900 W Riverdale Rd Ogden, UT 84405-3719

  
• 

  Nissan of Orem

  285 W University Pkwy Orem, UT 84058-7301

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Monday, June 16, drove my car to the dealership as my battery light was on. The car ended up stopping en route and I had to be towed to the dealership. Upon arriving at the Dealership, I worked with ******* (he was great, btw), who informed me that I needed a battery and that I needed a new intake air tube. I gave consent for the work to be done.
  
  On Tuesday, June 17, I picked up the car and drove home to Wonder Valley (a 90 minuter drive) having to of had to spend the night in Palm Springs.
  
  Wednesday, June 18, upon returning from a gig in Joshua Tree, the battery light came on again. I was not able to return to the dealership until Friday, as my partner had medical appointments on Thursday.
  
  Friday, June 20, on my drive down the hill to get to the dealership, the battery light stayed on.
  
  My new customer service rep was ******. I explained that I had just been there two days ago. He had the car looked at and then reported to me that the alternator was bad. It was going to cost nearly $1000 for a new alternator and that did not include labor. I reminded him that I had just been there for an electrical problem and that the alternator should have been checked at the same time. He said this was a new problem not related to the battery. At this point, of course, I could not drive somewhere else and risk having the car fail on me again.
  
  While it is true that I am not a car technician, I do know that the battery and alternator are both a part of the electrical system. It should have been checked out the first time I was there. It was literally unsafe for me to drive the car!!!
  
  Since the alternator is a redundant issue connected to analyzing the original electrical problem, I feel that I should not have been charged, or should receive an appropriate discount for the replacement of the alternator, including labor charges. The decision to not take a full analysis of the electrical system which would obviously include the alternator is negligent

  

  Business Response

  Date: 07/02/2025

  Afternoon ,

  we are willing to refund Ms ****** an amount of $745.00 . This is the total cost of the previous repair. That repair included a battery, a battery  sensor  , and  air intake tube . On ro#***** we inspected the car for all lights on and hard steering . battery failed the load test at 10.5 bolts and battery sensor located on the battery was loose at the connector rendering the sensor no good . After replacement of the needed parts we tested the system and it tested at 14.5 volts. moreover the alternator was replaced with an aftermarket one 6 months prior as per the customer. so , all was good and our post diagnoses was good. Unfortunately we have a non -oe alternator and its gone bad. However if the alternator was the root cause then we are willing to refund what didn't fix the car . that the $745.00... we think this is fair . the customer received a new battery  that was probably damaged by the alternator and a new air intake hose which was not related to the complaint. 

  we can send the customer a check once we have agreed to the settlement . also note , i was not contacted by the customer. with or without BBB intervention , i think this is the right thing to do 

   

  ****** ********* Honda of the desert service director ***********************  

  Customer Answer

  Date: 07/03/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23548269, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:06/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Absolutely. Here’s how you can turn that aggressive, no-nonsense email into a public review for Google, Facebook, or any other review site. It keeps the same energy — firm, direct, clear — and implies your expectation that the dealership should have done better:
  
  ?
  Sale date: June 20, 2025
  
  If I could give less than one star, I would. I recently purchased a vehicle from this dealership, and the experience was completely unacceptable from start to finish.
  
  I drove over an hour for a scheduled appointment to buy a truck I was excited about. I showed up on time — unlike my sales rep, ******. Instead of being ready to help, ****** was eating breakfast at his desk, then left to brush his teeth while I sat there waiting. On top of that, he took personal phone calls while I was sitting there trying to buy a vehicle. Totally unprofessional.
  
  The entire sales process dragged on for four hours. I was told the truck would be detailed and fitted with new tires — only to find out later they replaced two tires, not all four, despite ****** clearly saying “new tires” in front of me and the service manager. That’s completely misleading.
  
  The truck also doesn’t have the under-seat flip-up storage, which ****** said he’d “throw in” or adjust the price for. Well, the price wasn’t adjusted, and I never got the storage.
  
  To top it all off, nobody showed me how to use the features in the truck, and I later discovered the emergency braking system was disabled. The truck is now at another dealership getting warranty work and a replacement radio — less than a week after I bought it.
  
  I gave this dealership every opportunity to make things right, but I was met with nothing but excuses and poor communication. If you’re considering buying here, be prepared for broken promises and complete disregard for your time and money. I highly recommend looking elsewhere.

  

  Business Response

  Date: 06/30/2025

  Sales Manager made contact with ******* and remedied his issue.  We replaced his tires and apologized for the inconvenience.  ******* is a pleasure to work with. 

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have done business with Ken Garff for years and it saddens me to have to report a complaint. In 1/2025 the brake pads were replaced by the service department. My husband has taken it back multiple times due to excessive squeaking. Per the service department, they did not find an issue to fix. After completing a survey that did not reflect satisfaction with the service department, we received one phone call intimidating us while in the same conversation asking us to bring in the truck to the service department. I called the manager, ***** ******, and he could not understand why we would hesitate to further trust the staff and the desire not to engage with the company. We have not taken it back.
  
  Today we have a flat tire on the FORD F-150. Since I could be a witness, and we had a warranty for the tires, I decided to see if Ken Garff could fix the tire. When calling Ken Garff they notified me they would not be able to fix the tire for two weeks. She stated the warranty was good until 10/2025. I discussed with the staff that we were told roadside assistance was included, she was unaware and transferred me to a voicemail.
  
  I called Ken Garff in Fort Collins and they told me to call Cornerstone warranty company, which I called and they did not hold the warranty. My husband is taking it to another tire shop as we do not have another car to wait two weeks for tire repair.
  
  We buy an annual package for oil changes and have one remaining oil change per the woman I spoke with at the service department, we have one remaining.
  
  I want a reimbursement for the brake pads/labor, so I can take my Ford to another dealership to have it fixed. I want to be reimbursed for the tire warranty and for the cost of fixing the tire today, which is pending. I want to be reimbursed for the oil change as we do not feel comfortable engaging with the staff at Ken Garff in fear we will be accused of harassing a staff member simply by saying 'hello."

  

  Business Response

  Date: 06/25/2025

  We appreciate Mrs. ****** taking the time to share her feedback and are truly sorry to hear that her recent experience did not reflect the standard of service we aim to provide at Ken Garff Ford Cheyenne.  Mrs. ****** has been a valued customer of our dealership for many years and has done considerable business with us across both sales and service. That long-standing relationship is important to us, and we take her concerns seriously.  Upon receiving her complaint, our General Manager reached out to Mrs. ****** directly to listen and work toward resolution. During that conversation, we acknowledged her frustration surrounding the confusion with tire warranty coverage, delays in tire repair scheduling, and her concerns regarding roadside assistance communication. To support the customer,

  We confirmed our commitment to honor her tire warranty and are reimbursing her for the flat repair she had completed elsewhere.
  We provided our WY GarffCare 24-hour roadside assistance number—***** ********—for her and her family to use throughout the life of their vehicle ownership.
  We offered to assist with the remaining oil change in her prepaid package and committed to ensuring a manager is available during any future visit to help her feel more comfortable.
  We also committed to reinforcing training with our Service Advisors on the proper handling of urgent roadside assistance requests, so that these needs are addressed quickly and clearly moving forward.
  

  Mrs. ****** expressed appreciation for the follow-up and has not requested further escalation at this time. We remain committed to resolving any outstanding concerns and to restoring the trust she has placed in us over the years.

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So many things happened while buying this car. First the dealership is an hour away. It’s extremely unorganized and I dealt with about 4 different sales people. They told me I could come get the car so I drove the hour there and then told me I couldn’t get the car and had no way to get home. Then they called me asking (thinking I was just a random person who had made an inquiry online) asking if I was still interested in the car. I said “do u know who u are calling? This is Lauren, I have made a deposit on the car and why are u guys still contacting people to sell it. Then I finally got the car, had to pay another 400$ to fix the breaks. And we just got a call today (June 23rd) saying they never registered the car because it needs emissions. I have been driving around a car for about 50 days that hasn’t been registered and can’t be registered because of emissions. They took my money to register this car and I have been illegally driving it. Why did it take them 50 days to tell me it can’t be registered? Wouldn’t the dmv have told them that right away?

  

  Business Response

  Date: 06/27/2025

  Could you please respond the name and location of the dealership this is regarding? 

  Thank you! 

• Initial Complaint

  Date:06/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’m filing this complaint against Ken Garf Ford Greeley regarding a refund I am still owed from a warranty cancellation after totaling my previous vehicle, a BMW 330i. My insurance and GAP coverage paid off most of the vehicle, leaving a balance of $1,610. I was told I would only owe around $500 after a refund from the dealership for the warranty I purchased. The refund was supposed to come in two separate checks—one of which I received, but I am still owed approximately $1,035. For several months, I was in contact with a woman who no longer works there, and she repeatedly failed to pass my information to the appropriate team. After she finally gave me the contact info for the current employee responsible, all of my calls went straight to voicemail despite calling multiple times a week. I have since called the dealership directly and spoken to various managers who have promised to call me back or told me the check was being sent. This has happened several times over the last month, and each time I receive no follow-up or the check fails to arrive. Most recently, I was told on Saturday that the check had been sent out the previous Friday, and over a week later, I have still received nothing. I have been more than patient, but at this point it feels like I am being ignored or misled. I am simply requesting the refund I am owed and would like help resolving this matter.

  

  Business Response

  Date: 06/30/2025

  Ken Garff Greeley issued check #***** to Canvas on 05/29/2025 in the amount of $1,035.79, and the payment has cleared our account. Per our agreement with Canvas, all cancellations are refunded to the lender, who then applies the amount toward the principal balance of the loan. Refunds are only issued directly to the customer if the vehicle is paid off in full and there is no lienholder. As such, the customer will need to address any further inquiries directly with their lender, Canvas Credit Union. Ken Garff Greeley has fulfilled all obligations related to the cancellations.

• Initial Complaint

  Date:06/19/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are not honoring the warranty that I purchased and are charging me for a rental car and are saying the warranty is expired and are charging me for a new warranty

  

  Business Response

  Date: 06/27/2025

  We have contacted her and come to a resolution. 

  Customer Answer

  Date: 07/02/2025

  
  
  Better Business Bureau:

  ***** ******* was my sales guy and he was great.  Efficient, knowledgeable and stayed late to get it done.  **** ****** was  the general sales manager referred to me after I filed complaints with the BBB and Attorney General regarding my service experience.  **** was the only one to offer a solution of any kind regarding the warranty issue and the condition of the Jeep Compass.  He was very nice and went above and beyond to help me.  The service guy that I had was rude and rolled his eyes continuously while I was trying to explain my situation on Thursday 6/19/25.  His name was ****.  I tried to explain the previously service guys ***** and **** that I had previously dealt with were great and I wanted him to check with ***** to confirm that he had told me I could cancel the additional warranty purchased and my current warranty was good.  (background when i purchased my vehicle it should have been marked undder used, but it was marked as new/wrap due to it being certified but multiple issues with it and i requested bumper to bumper for duration of the loan which is what I was told was purchased)  No one wanted to investigate this, I attempted to have corporate listen to the call where ***** told me the warranty was good and that I didn't need the other warranty but they couldn't find the call.  I explained I had multiple events that week and needed a warranty car and they told me that the manager had left on vacation (service manager I believe who left for vacation on 6/19/25) who said they wouldn't rent a car to me unless I pay 75.00 a day.  However he wouldn't speak with me.  Throughout the process I requested to be escalated and was met with resistance and I had to push it to the point where I felt I had to file with the attorney generals office and BBB due to deceptive and misleading practices regarding paperwork.  Again **** and ***** & finance gentleman (can't remember his name)were great and saved the day and promised me that I would be met with top notch service going forward and I could take it to any Ken G dealership if I didn't want to bring it back to service there due to ****s attitude.  **** works in your service dept and I wanted to give him a shout out as well as he always never sounds exasperated and always takes care of me as I've been in there frequently for my jeep.  Hopefully that won't be the experience with this new Dodge.  However based on how I was treated initially and what i had to go through for someone to attempt to do anything for me or the right thing, I don't know if I would recommend anybody do the dealership as my experience was not good outside of the last 2 hours of purchasing a vehicle which I had to put 4K down that I did not have to spend and roll in a significant amount upside down but I know **** helped with that and provided several discounts and for that I appreciate
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23493182, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** ********

• Initial Complaint

  Date:06/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Did not authorize this dealer to run my credit report I’ve never done business with the I demand them to remove the inquiry from my credit report

  

  Business Response

  Date: 06/19/2025

  Could you respond with the name of the dealership as it appears on the credit report? 

  Thank you! 

• Initial Complaint

  Date:06/06/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get in contact with an advisor with Ken Garff Volkswagen for months. Every time I've called I have either gotten voicemail or ignored. I've tried leaving messages in the past, but today I tried calling 7 different times over a 15 minute period and it got to a point where the receptionist was just transferring me to each of the different advisors without even having to say anything. All we want to do is confirm our warranty and determine if the issue we are having is covered under the warranty. We've tried scheduling with service for SAFETY RECALLS, but were told they are back-ordered and can't even do a software update without the physical parts, so now we have to cart our children around in a vehicle for months in a vehicle that has been declared unsafe by the manufacturer. We've tried having them deal with an issue where there was a crack on the sunroof that should have been covered since it was there when we bought the vehicle, but we got the runaround from sales, then back to an advisor, then to our insurance, back to sales, back to an advisor until finally I just filed a claim on our insurance to have it replaced. This is absolutely unacceptable customer service and it is disgusting to me that this dealership is allowed to sell vehicles that cost tens of thousands of dollars to consumers with this level of service.

  

  Business Response

  Date: 06/13/2025

  Hello ******,

  I am truly sorry for all the issues you had trying to get through to an advisor. Most of our calls are answered by our call center which is located out of state so sometimes it difficult to get through since they don't know if someone is at their desk. We always like to create a relationship with an advisor so you may have direct contact by phone and email helping avoid this situation. I see that you came in this last Monday and spoke with ***** about a tire issue and questions about your campaigns. It is my understanding she is waiting for a loaner to come back so she may accommodate your transportation needs. We appreciate the opportunity to show you the service we can provide. Thank you also for letting us know your difficulties getting through to our department. We will work on getting that resolved. Thank you for reaching out and if you have any further issues please don't hesitate to reach out to me at ************.

  Thank you

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

  Customer Answer

  Date: 06/16/2025

  
  
  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

  Date:06/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Repair cost exceeded quoted high-end estimate. Quoted $3800 to replace water pup on 2015 Ford Edge. Invoice was 5442.49 total price gouge rip off. Checked in on 5/27/25, checked out on 5/29/25. Talked to Service person for Service Manager to call me about bill 5/29/25, called again on 6/2/25 for Serve manager to call about bill. Called Ford Corporate on 6/31/25. Last info from Corporate as they sent an email as they could not talk to anyone either. This bill is mor than $1600 over quoted repair price, want $1600 credited back to my credit card.

  

  Business Response

  Date: 06/05/2025

  On 5/27 at 7:35 am customer brought vehicle in stating “CUSTOMER
  HAD VEHICLE DIAGED AT ANOTHER SHOP THEY SAID WATER PUMP IS LEAKING”. The
  vehicle was diagnosed by our technician verifying the water pump was leaking.
  On 5/27 at 9:29 am Thomas (service advisor) called Mr. ******** to go over what
  was found and give Mr. ******** an out-the-door quote. After hearing Thomas say
  he was getting an out-the-door quote, Mr. ******** responded by saying “You do
  not have to give me a price. We have no choice. We need the car.”. On 5/29 at
  9:53 am Thomas called Mr. ******** to let him know his vehicle was ready. Mr.
  ******** responded by stating “Don’t even tell me the cha-ching”. Both attempts
  by Thomas to give Mr. ******** a quote were quickly stopped by Mr. ********.
  Had Mr. ******** let Thomas give him the quote he would have known the price
  before we started the repair and reconfirmed once the repair was completed. Mr.
  ********’s refusal to hear a quote is why he didn’t know the cost.
  We have both phone conversations recorded for verification.
  I tried uploading them, but the format (WAV File) wasn’t allowed. If there is
  another way for me to attach them to the claim please let me know.

• Initial Complaint

  Date:06/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Absolutely horrible experience with the Service Dept. I paid $3000 to have my car repaired and the service engine light kept coming on after and the same problem kept persisting then they told me that my car actually needed a complete resurfacing of the engine which would be $15,000 more, so I took my car elsewhere and the actual problem was repaired for under $2000 by a different mechanic, and that mechanic informed me that the previous work that the Toyota dealership said they had done had not been done on the car. He said that the parts that the Toyota dealership said they had replaced on the car were not new parts. They were still old parts, so I wasted $3000 with this dealership and potentially they were trying to get me to waste $15,000 more. Absolutely unbelievable. And when I tried to talk to management, I was given the runaround multiple times and pushed off for months upon months upon months. The absolute worst experience in car service, customer, service, Management and customer care I have ever experienced. I bought my car brand new with this dealership and brought it back there for service and I am disgusted that as a customer who financially invested so much in this dealership, I was treated so poorly and duped out of $3000 along with an attempt to dupe me out of $15,000 more. Absolutely ridiculous. Never buy your car here and never take it there for service. They scammed me and are untrustworthy.

  

  Business Response

  Date: 06/03/2025

  Would you provide the name of the dealership you were working with so that we can address the issue directly with them? You can respond to the BBB or call the Ken Garff corporate headquarters directly at *************