Complaints

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

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  Ken Garff

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

  
• 

  Honda Downtown

  64 E 900 S Salt Lake City, UT 84111-4415

  
• 

  Volvo Cars Salt Lake City

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

  
• 

  Nissan Salt Lake City

  777 S West Temple Salt Lake City, UT 84101-2746

  
• 

  Honda Of Orem

  195 E University Pkwy Orem, UT 84058-7687

  

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:07/17/2024

  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 purchased a 2017 Kia Sorento in 2016. The vehicle is under the 100,000 mile warranty for the engine and drivetrain. unfortunately, we have had oil evaporation issues that have been well documented in these vehicles. We kept up on maintenance, oil changes and even had our own mechanic change the oil press*re sensor which is one of the culprits to this issue. Our engine failed and we brought it into Kia. They refused to honor the warranty and have not explained to us why they refuse the warranty specifically. Currently we just want the warranty honored.

  

  Business Response

  Date: 07/26/2024

  
  Dear Ms. Stewart,

  
  We appreciate the information you have provided for this
  complaint from Mr. Kai Kaino about his 2017 Kia Sorento VIN # ******************
  
  It is never our intention to have a customer become
  dissatisfied with our products or services and are saddened to receive this
  complaint. 
  
  Our local service centers agents, manager and I have gone
  way beyond our normal d*ties in attempts to resolve Mr. Kaino’s vehicles
  concerns.  We have reached out to KIA
  corporate along with our regional KIA partners providing them with the vehicle
  diagnostic and repairs required to complete this vehicle’s needs and seeking
  warranty assistance to cover the costs of such repairs. 

  It is my understanding that Mr. Kaino has also reached o*t to KIA consumer affairs
  directly in his own efforts to reach an agreement with KIA Motor Corporation
  directly. 
  
  Over the past few months, both our service agents,
  managers and I have requested maintenance records and documents for this
  vehicle.  Our own records along with
  Carfax records do not show a proper maintenance history for this vehicle and as
  of the date of this letter Mr. Kaino has not provided us or KIA Motors America with
  the documents necessary to move forward with his warranty claim. 
  
  It is always our desire to fix and repair all our
  customers’ vehicles in a timely manner.  In a case s*ch as this, we have been unable to
  reach agreements, approvals and payments for the required service and the
  vehicle has become disqualified for warranty assistance therefore we cannot
  move forward with KIA Motors America. This has been shared directly with Mr.
  Kaino and we must insist that he provide *s with the necessary documents to
  re-open this case with KIA Motors America. 
  
  If he cannot or chooses not to provide the requested documents,
  he then will need to provide *s with his authorization and payments to move
  forward.  If he cannot or is unwilling to
  do so, then we ask that discuss trading in this vehicle with o*r sales
  department or make immediate arrangements to have his vehicle removed from our
  facility.  Fail*re to do so will forfeit
  the vehicle’s ownership along with additional fees for storage and
  disposal.   

   

  Gary H*

   

  Service Director 

  Aloha KIa Hawaii

  

  Business Response

  Date: 09/12/2024

  We have completed the necessary repairs to Mr. Kaino’s
  vehicle and notified him that it was available to pick *p on Sat*rday September
  7, 2024.  Mr. Kaino has since picked
  *p and paid for his portion of the repairs not covered by KIA’s powertrain
  warranty on 9/9/2024 which concl*des o*r service to him.  We will process o*r warranty claims directly with KIA
  Motors America.  At this time, we consider
  this transaction complete and finalized and offer no f*rther assistance from Aloha
  Kia or KIA Motors *SA.  At his req*est,
  he has set *p an appointment in person with myself and Mr. Wong on September 23,
  2024 and we will address any other areas of concern at this time.  

  Customer Answer

  Date: 09/13/2024

  
  
  Complaint: 22001427
  
  
  I am rejecting this response because:
  

  I have received the vehicle in working condition.  I am waiting to have the meeting with Mr. H* and Mr. Wong which is scheduled in a couple weeks.  Mr. H* in his response has not described why he purposely shut down communication with the service center and himself while simultaneously refusing to tell me what I was missing from my maintenance records and at the same time telling me only through the BBB that he was going to destroy my vehicle and charge my for storage of the vehicle.  Even though Mr. H*'s service center did have my complete records. I will need a written letter explaining the aforementioned situation emailed to me which he has my email address.  I do hope Mr. H* can be accountable for his actions as this is a a perfect example of a Care Dealership Service center that did everything it could to deny a warranty on a vehicle that should have been approved immediately.  Not only that but actively refusing to talk with Kia Consumer Affairs. As to date there has been zero accountability for this situation from Mr. H*.

  Once the meeting is completed, the letter is received and we have talked about my financial situation and remedies applied will this complaint be completed.  

  
  
  Sincerely,
  
  
  
  Kai Kaino

• Initial Complaint

  Date:07/11/2024

  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.

  I bought a truck I canceled my warranty and the dealer wont give me my money back.

  

  Business Response

  Date: 07/23/2024

  Customer did cancel the service contract. And it was processed. The refund was issued to the **************** Exeter Finance. Customer was advised that the refund is sent to Finance company. 

• Initial Complaint

  Date:07/11/2024

  Type:Order 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.

  In recent months I was told by phone from a ***** service advisor, ****, that the catalytic converter issue which would cause the code I was getting from the check engine light scan tool, would be covered under warranty. The mileage of my vehicle is still in warranty for emissions parts. Today, two reps threatened that if for some reason my check engine code issue wasn't covered by warranty, that I'd be responsible for the diagnostic fee $175 I think). This is absolutely absurd, I can get a diagnostic done anywhere. The entire purpose of going to a dealer is for the warranty! Please intervene and explain this practice is predatory.

  

  Business Response

  Date: 07/16/2024

  We have been in contact with the customer.  We have the vehicle in our service department.  ********************** is looking into the customers concerns with the vehicle.  We did offer a onetime goodwill to customer for the diagnosis fee.  We also discussed with customers that throughout the process we would let him know what items that would be covered under warranty with **** and if there was no coverage we would give him the diagnosis and quote without any charge for that service quote. 

  Customer Answer

  Date: 07/17/2024

   
  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. **** replaced the cat converter under warranty. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/10/2024

  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.

  Long story short, I bought a 2020 Jeep compass February 25th 2023, when i was test driving the jeep they said I couldnt go out onto the road i had to test drive it in the parking lot. I didnt think anything of it, as i was driving the jeep home it made a deep humming sound, i called and they told me to bring the jeep next Saturday March 4th 2023 and they would look at it. Since i bought the jeep i have had nothing but issues with it, i took it in multiple time within the first 6 months of owning it, i explained to them multiple times how unhappy i am with the vehicle and they just kept telling me they arent finding anything wrong, then a new manager came up and said they found a lose wire, they replaced that, i got my jeep back and continued to have problems, the problems only got worse the longer Ive had the vehicle, i finally took it to my local shop where they have replaced the cluster and another part, the jeep still doesnt work, they dug farther and found that the problem is the wire harness. Which is a MAJOR repair. Prior to taking it to my local shop i have emailed, called, left voicemails at ********************* and no one returns my call.I was 100% sold a Lemon, is there anything that can be done or can they be help accountable to pay for the repair of the Wire harness. Plead please help me, i bought this ****** jeep with all these problems and have been treated poorly by the dealership.

  

  Business Response

  Date: 07/30/2024

  We received the vehicle referenced in Ms. ****** complaint on 12/20/23 and completed a Certified Used Car inspection.  At the time of inspection, the car was not providing any error codes related to the electrical systems or otherwise and the dealership did not observe any major issues or concerns with the vehicle.  The dealership detailed the car and then offered it for sale on our lot as a Jeep Certified Pre-Owned Vehicle.  At the time of sale, the vehicle had approximately ****** miles and came with a limited Certified warranty from the manufacturer that primarily covers power-train issues.  **************** purchased the vehicle in and drove it away without any issues. She returned to the dealership in March 2023 stating she had a humming noise coming from the car at highway speeds.  The dealership inspected the vehicle but after significant time driving it was unable to duplicate the concern.  In May 2023, the customer returned to the dealership with a concern that the turn signal wouldnt beep with turning.  We inspected the vehicle and diagnosed the issue as a faulty instrument cluster, but **************** declined to have the faulty instrument cluster replaced at that time.  Finally, in November 2023, **************** brought the vehicle back to the dealership again indicating that the vehicle was making a humming noise.  The dealership put *************** in a rental vehicle and kept the vehicle for a 30-day period to try to duplicate the humming concern.  However, despite driving the vehicle roughly 200 miles, the dealership was unable to duplicate ****************** concern or verify a problem with the vehicle.  **************** has not been charged for any of her visits to the dealership and was not charged for the use of a rental vehicle while the dealership was inspecting her vehicle and attempting to duplicate her concerns.  The dealership cannot comment on the diagnosis **************** indicates that she received from another mechanic or any repairs that the other mechanic *** or *** not have completed related to the vehicle or any costs **************** *** have incurred related to such diagnosis and/or repair.
  
  As previously indicated, the vehicle **************** purchased came with a limited Certified warranty.  The concerns that **************** raises, particularly the alleged concern with the wire harness, would not have been covered under the limited Certified warranty. While the dealership conducted a thorough inspection of the vehicle before it was sold, the reality of purchasing a used vehicle is that there are issues that *** not be readily detectable or that simply *** arise with the normal use of the vehicle after it is sold.  For this reason, the dealership offers it customers, including ****************, the opportunity to purchase an **************** Contract which generally covers items not covered by the Certified warranty.  In this case, however, **************** opted not to purchase this additional coverage, which likely would have covered the replacement of the instrument cluster as well as the wire harness that she has been told needs to be replaced.  A recent Carfax shows that since **************** purchased the vehicle she has put almost ****** miles on the vehicle.  The dealership is sorry to hear that **************** is unhappy about her purchase of her vehicle, but the dealership respectfully disagrees that it sold **************** a defective vehicle or that it has otherwise acted unprofessionally in any of its interactions with ****************.
  
  If **************** wishes we would be happy to look at her vehicle again and provide our own diagnosis with respect to the wire harness, but any needed repairs would be at ****************** expense.

• Initial Complaint

  Date:07/02/2024

  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.

  Poor **************** which is Standard Operating Procedures at this location.Long Story Short this is in process now.They have my 2023 ************* because the Transmission Alert came on. I set an appointment for 4/1/24. Take truck in and as always they say they are needing to keep my vehicle 2 to 3 days to diagnose the issue. Not even fix it.Then of course I had to ask for a Loaner and that was quickly a no we dont have any. This is what they always say.Im without a vehicle because I have to get that taken care of and they dont even attempt to help me. The option I was given was to leave and bring it back another time. Really ..

  

  Business Response

  Date: 07/24/2024

  It seems the vehicle was dropped off 7/1/2024 @ 7:59am. The customer seems have set up his appointment online in a waiter status. Unfortunately, transmission department is usually ***** to fully diagnose due to the diagnosis process. It's never just a plug in type deal. In some cases, it has to be tested hot and cold and under various driving conditions.  The technician managed to start diagnosis process 7.3.24 around 12:30pm. ******* was identified and parts were ordered 7/3/2024 @around 2pm. Parts were not available, and no immediate ETA was provided. Due to the holiday and availability of Loaners a Vehicle was finally provided 7.5.2024. 
  
  GM **** G07433828 Executive team reviewed 7/13/2024. Part arrived 7.16.2024 and it was installed 7/22/24 completed 7/23/24. Seems like customer picked up today 7/23/************* was in a Loaner through the entire process except when he first dropped off. 
  
  *************************
  Service Director
  TEXAN BUICK GMC

• Initial Complaint

  Date:06/29/2024

  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.

  Kia L****** has refused to service my vehicle for mandatory safety recalls and is in violation of Federal Motor Vehicle Safety Standards. Aside from that my safety is at risk since the vehicle is found to not be functioning properly due to these safety recalls. This has been an ongoing issue since February 2024. I have called multiple times and gone in person to sign paperwork approving the safety recall service, they then stated they need to wait for the parts to ship and was told it would take a week for the parts to arrive. It has been several months since that interaction.

  

  Business Response

  Date: 07/03/2024

  We found 3 open recalls for this VIN number:
  
  CS2311B  Anti-theft Ignition Protector-parts ordered 5/3/24, arrived and  on hold for customer.
  SC278  Emergency Trunk Latch Release- parts on order
  SC284UB  HECU FUSE - parts available in inventory. 

  Parts have been ordered. 2 of the 3 recall parts are here. My Service manager Ruben L******* is getting in touch with the customer to schedule to take care of the recalls. Once the part for the 3rd recall comes in we will reach out to the customer to get thattaken cared off  as well. 

   

  Arsenio B*** 

  General Manager

  KG Aloha Kia L******

• Initial Complaint

  Date:06/28/2024

  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.

  June 28th, 2024 My 2023 Jeep Wrangler needs all four driving tires replaced due to tread wear. After a year of driving on *************** riddled with potholes, eroding streets, and the loose debris created, heavy storm damage and tree debris still being collected by the city and even poorer driving conditions in the impoverished Black area where I work. Because, according to my dealership, my tires do not have nails in them they do not want to run my claim. They are under the impression that this is the only claim they can process without pushback, and it is one of the four examples listed on my contract as examples of road hazards.This is the second time in two weeks I have requested the dealership to honor my Konerstone Admin Enhanced Shield. My family vehicle continues to 1) slide on low-speed turns and 2) the stop distance at low speeds has significantly increased. 1) This concern has caused the vehicle to slide into curbs. 2) This concern has been inflamed after rear-ending a car that pulled out and stopped in front of me while I was going less than 35 mph.This is important to my family because it is my family vehicle. My wife drives it alone and with our son to and from school. I drive to and from work daily in the vehicle in poor road conditions as my treads continue to erode.Honor the contract and stop denying claims because they do not fit the narrow definition and examples provided for road hazards. There is an exhaustive list of road hazards and the examples (e.g.) are just a few. This type of loopholing is deceptive toward consumers and frankly immoral as it causes people to intentionally damage their tires to meet the narrow examples provided.I should not have to be in a major wreck to have this claim acknowledged nor should I have to damage my tires to receive the benefits I was sold by ********** Admin.

  

  Business Response

  Date: 07/05/2024

  Thank you for helping us connect with our mutual customer regarding his tire coverage with ***********.  The contract provides tire repair or replacement when qualified road hazard damage occurs.  Road Hazard Damage is defined as, When a covered tire fails as a result of a Road Hazard during the course of driving on a public roadway or when a covered tire fails due to impact with a curb.  A Road Hazard  is defined on the contract as A condition on a public roadway which should not be present; e.g.,potholes, nails, glass, or other road debris.  The key to this eligibility is the tire has to have failed due to a road hazard.  This customers tires are all intact and in safe operating condition.

   

  If the customer would like we would be happy to refund the amount he paid for this particular Road Hazard program. He can reach me at ********************* Also he can reach out to ***********************.

  Customer Answer

  Date: 07/09/2024

   
  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,
  
  *********************************

   

  However, it is the word salad that is the problem. His answer is no clear than policy. The point is youre not explicitly saying the tire has to be punctured by road hazards. If that is not the only way I can be covered, what are the other ways? Would Texan be willing to refund me my Jeep? Of course not. All sarcasm aside, its not the refund. It is the point of sale promises and warranty selling without being up front about the conditions. Trying to be serviced is not the time to have contacts clarified as there was a general understanding at the time of sale. We know what I mean. Is it deceptive? Not really. Is it disingenuous to the customer. But I am open to a full refund, payments included, on my Jeep to clear up the miscommunication. Obviously, I am on file but in fairness: ************ 

• Initial Complaint

  Date:06/24/2024

  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.

  I brought my car to KG ********** in Orem on 4/28 at 7AM due to car started shutting off while driving. 9:45AM, told I needed the fuel pump and relay replaced, at 2:01PM told my car was ready to be picked up, paid $1,142.13. Car shut off before leaving the parking lot. Told they would look into the issue. 4/29, 10:36AM told crank sensor was also bad. 4/30, 3:42PM told my vehicle was ready to pick up, paid $332.45.4/31, 5:45AM Car would not turn on. Called and was given the number for towing company. *********** was unavailable until 6/3 at 11:30AM.6/5, 2:31PM told they had figured out the issue and my car would be ready the next day.6/10, 1:44PM told that there was an issue with the elec. system and it would be ready the next day.6/14 called twice, no answer 6/15 called again, no answer 6/17 called 9:16, 10:12, 11:02, 11:56AM, and 12:39PM. No answer, although I received a text at 12:12PM telling me I need ECM replaced at $793 + tax for a used part. 12:54PM, spoke with service manager who apologized and gave reasons for lack of communication. Was told he would look into the situation. 6/18, told that the lowest they could go on the part was ~$640 and it would not be there until the end of the next week. I believe this is a different part rather than a discount, originally told the $793 used part would take a week and the $640 used part would take two weeks. I have gone without my car for 4 weeks, have paid twice for parts that have left my car worse off. I have had to pay for Ubers to and from work. After taking my car back the third time, I was told on two different occasions that my car would be ready the next day, only to not receive any updates resulting in me having to cancel important plans. I have been kept completely in the dark about what is going on with my car and am not told the truth when I call in. I still do not have my car back and will not for another week at the earliest. In total I will have paid over $2,000 and 5 weeks without my car.

  

  Business Response

  Date: 07/01/2024

  ****** and I were able to come to a agreement. He will be taking delivery of his vehicle tomorrow morning at 10am. 

   

  thank you,

   

  Anthony 

  General Manager - Ken Garff Volkswagen 

• Initial Complaint

  Date:06/21/2024

  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.

  I never experienced the worst experience they are so quick to sale you a car and get you out the way and make it seem like everything is good to go but I had the worst experience after the sale, I never received the plates its been over 2 months.. on top of that not even having the car for 2 months I had to bring it to service I asked them if they had my plates. They said no . Not to mention I drive from ********. I get a call 15 minutes later saying your plates were here idk why they told me they wasnt. I told them to have them mailed. Today is June 21 of 2024 and I got the car in February 28. This was a referral from a friend which he was really great at communicating but the rest has been so unprofessional. The front desk ladies kept putting me on hold not even letting me know the call was disconnected. This is bad bad customer service. Im not writing this because I have time its because the manner as a customer how I was handle. The salesman **** was non chalant about the situation its absurd how they so quick to sale you a car all nice and once you have the car they treat you like c*** I have left messages and vms to ext ***** and nobody return my calls!!! They kept saying the managers were too busy well what about my concern??? They wasnt busy then now I just regret making my mom doing this purchase I WILL NOT REFER ANYONE TO THIS DEALERSHIP. Wheres is the customer service in this company? I have calls records of me calling them even my husband ************************* who they just kept transferring. This is so absurd WORST PURCHASE OF MY LIFE. WORST CUSTOMER SERVICE! They just care about making sales and thats exactly how my elderly mom feels.

  

  Business Response

  Date: 06/28/2024

  They have now been mailed out  We also discussed a reimbursement for $400 to satisfy them on brake job. All parties seem satisfied with that result. 
  
  

• Initial Complaint

  Date:06/19/2024

  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.

  I went in to test drive the crv they sold me. And my intention was to trade in my car. They kept my keys and wouldnt let me leave. Then they said I can take the new car (crv)and come back later to finish the paperwork. Then they made me sign the paperwork but they told me the numbers would adjust after I signed the purchase agreement. I only got one pice of paper that didnt have the full purchase agreement. They gave me a chip saying all my paperwork is in there but there was nothing in it when I got home. I called the loan agency who explained the contract. I ended up financing 28k but the car was was worth 22k. I had been at the dealership with my toddler all day so we left but I have not gotten a returned call as I wanted the paperwork . Three weeks into keeping the car the notice of maintenance came on. ****************** said its my personal problem. The seller and the manager have not returned my calls. I paid $1000 and I dont know where the money went.

  

  Business Response

  Date: 06/25/2024

  Dear *********,
  Thank you for bringing your concerns to our attention through the Better Business Bureau. We value your feedback and take your satisfaction very seriously.
  We understand that you experienced some maintenance issues with the used car you recently purchased from us. We apologize for any inconvenience this may have caused you.

  
  As a gesture of goodwill and our commitment to customer satisfaction, we are pleased to inform you that we have agreed to address and take care of the necessary maintenance items free of charge. Our service department will be in touch with you shortly to schedule a convenient time for you to bring your vehicle in for the required repairs.

  
  Our goal is to ensure that you are completely satisfied with your purchase and that your vehicle is in excellent working condition. Should you have any further concerns or questions, please do not hesitate to contact me directly at ************. We are here to assist you and make this process as smooth as possible.

  
  Thank you for giving us the opportunity to resolve this matter. We value your business and look forward to serving you in the future.
  Sincerely,
  *****************
  General Manager
  Big Star Honda