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

  
• 

  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:05/17/2024

  Type:Product 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.

  Purchased a used car from the dealership and it was not until all the negations on price were complete that the invoice was shown that included and line item that said "total Financed Aftermarkets" for $1995. Once the inquiry was made it was stated this was a mandatory charge for a ceramic coat on the paint and an anti-theft GPS system that was already installed by the dealership. I asked why this was not brought up originally and was told that is mandatory on all used cars they sell. Was also told the website had the disclaimer "required by law". After an investigation into the website there is a lightly colored disclaimer in small text "Price does not include dealer add-ons". This to me is a very shady business practice and makes me question every other business transaction with them. If the dealership would have just been clear upfront and included this in the price of the vehicle it would have been fine. We were in a need and "stuck" needing to purchase the car that day or we would have declined and moved to another dealership. If the dealer runs this kind of "add on" business with this transaction, one can imagine what else is included with other transactions from the dealer (service, repairs, etc). The shady way in which this mandatory $1995 was added to the final cost and then the response from the employees which was "shrugs and yea that is what we do" given when questioned is just poor business practice.

  

  Business Response

  Date: 05/21/2024

  We will be sure to train for this to be handled in a forthright manner.  We will also refund Mr. ********** $2119.68 which is a disputed amount of $1995 plus 6.25% tax.

  Customer Answer

  Date: 05/21/2024

  
  
  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

  Date:05/13/2024

  Type:Sales and Advertising 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 purchased a vehicle from Ken Garff in *********** on 04/26/2024. I am upset because for one the dealership did not go over any warranties with me. Later I had a friend look over the contracts and it looks like I purchased 3 oil changes, gap insurance, appearance protection and plad tech vehicle tracker totaling out to ******* for the extra options. I am upset becuase this is week 2 of me owning the vehicle and I had reached out the very next day after purchasing the vehicle to add extended warranty to cover the engine and transmission and no one reached back out to me no matter how many time I tried to reach out to them and add this to protect myself. Now my car wont go into reverse and I am scared I will be stuck with the bill I am a young woman who did not have any help from anyone to help me navigate this situation. I feel as if the dealership is bullying me and taking advantage of that. This is my first vehicle. I need them to take me out of this vehicle and move me into something else comparable that is safe to drive. I am willing to pay more as well for the different vehicle.

  

  Business Response

  Date: 05/17/2024

  We took the customer out of this vehicle and switched her into a brand new vehicle that is under warranty. She said she was extremely happy and grateful she was helped. 

• Initial Complaint

  Date:05/12/2024

  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.

  5/8/24 transaction date ****** of the desert took my car in roughly 4/8/24. My vehicle insurance required them to perform a full diagnosis. Upon inspection they confirmed I needed to order a part that would cost be over 2k dollars and it would take a month to get this part. I was under the understanding that this would fix my car. This caused extreme financial burden on my family as I had to pay $1200 out of pocket for a car rental. On 5/8/24 I picked up my car, paid the 2k dollars, asked if they needed to do any other work to it make sure it was ok to drive (they said no) drove away only to get about 5 miles away and the car broke down and put me in an unsafe position in the road. I was stuck in the center lane on a high traffic road. ****** of the desert either didnt perform the diagnosis to find that my engine needed to be replaced or they did and they didnt tell me. I am now without a vehicle to go to work. Without a vehicle I am unable to provide for my family.

  

  Business Response

  Date: 05/15/2024

  On the situation of *************** 2017 Prius he had came in on 03/08/2024 do to vehicle over heating the cat converter pipe was leaking coolant 
  we recommended that Pipe to start of with  customer decline repairs and drove off ,we specifically told customer that we don't recommend to take vehicle do to possibly can damage engine so he took it, a month later on 4/05/2024 he towed vehicle back in to get the repairs done but we noted that he might need an engine he took it after the repairs we tested no signs of overheating after we repaired so he took vehicle and it shut off on him 5 miles down the road we did the back u up tow back here 
  and we tested everything and it had a different code telling our tech poor engine power so meaning that it needed an engine do to coolant went in to the engine head 
  customer decline repairs and towed it out everything is documented on repair orders #****** and 944949

  The vehicle gave us different codes then when we had it. We obviously feel bad for this situation but the client was told initially that he shouldn't drive the car.

  As a goodwill gesture we would like to give **************** $500 to help. This was an unfortunate incident.

   

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

  General Manager

   

• Initial Complaint

  Date:05/11/2024

  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.

  The Issue 12/08/23 Took vehicle in for hood release cable because the hood would not open and there was a recall warranty. Received it back 12/19/23 2/28/24 Brought vehicle in for check engine light, coding read misfire in cylinders. Paid for actuator, 3 gaskets, hose etc. Over $3,000 ********** we called them the next day about the check engine light being on and brought it back in about 4 days in which reason was faulty cracked gasket which warranty replaced and also paid for thermostat and hose this visit.After receiving vehicle the check light engine came back on the next hour and they told us the engine may be faulty.We brought the vehicle back and came to a resolution that we would get a used engine. Which would cost over $6000 that the dealership incurred the payment as responsibility after all their ************************* ran they exhausted our funds paying for repairs on a faulty engine and then to immediately pay for a whole separate engine would not be reasonable nor possible.After the used engine was installed vehicle was returned to us as ready and safe to drive. Upon pick up the vehicle was doing the same thing as the faulty engine, stalling & extended crank.We returned the vehicle the next day and was not told what was repaired on the vehicle visit.Vehicle was returned and continued to do the same issue the next day and when we told the dealership about it they said we can bring it in for them to look at it but would not give us a vehicle to drive in the meantime. This is the follow up since discrimination seems to be the issue with properly resolving this matter.We have been having the vehicle since and the check engine light has turned on.The inconvenience placed upon me and my family has created a hardship from this experience.

  

  Business Response

  Date: 05/23/2024

  Thank you ******************** for bringing this to our attention.  I assure you we operate fairly and justly in all aspects and discrimination is not a part of our business model. I would appreciate you contacting me directly at ************ to discuss any further remedy for your vehicle.

  Thank you,

  ***** ****-*****

  Service Director 

  Northwest Dodge

  Customer Answer

  Date: 05/26/2024

   
  Complaint: 21698752
  
  I am rejecting this response because:
  I have talked to the representatives long enough without a remedy to my situation. I am still suffering because of it. I needed my vehicle fixed not converse about my vehicle being fixed.  Too many visits to still have same issue.

  Sincerely,
  
  Jusrin *****

  Customer Answer

  Date: 06/05/2024

  The desired resolution is full reimbursement of funds including ****** loan reimbursement. We do not trust the company nor their service.
  
  
  The business can achieve it by transferring the reimbursement funds into my bank account as soon as possible.

  

  Business Response

  Date: 06/13/2024

  
  We sincerely apologize for the inconvenience and frustration you experienced during your service visit at ***************. We understand the importance of timely and quality service, and we regret that we did not meet your expectations on this occasion.
  
  Please note that since your complaint, *************** has undergone a change in ownership. While we cannot directly address your concerns with the previous ownership, we encourage you to reach out to the new owners of ***************. They are committed to upholding high standards of customer service and will be eager to address any outstanding issues.
  
  Once again, we apologize for any inconvenience caused, and we appreciate your understanding.

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21698752
  
  I am rejecting this response because:
  In the reply I was giving that there is new ownership & they can not directly address my concerns with the previous ownership, however it is the same service director **** whom I have communicated with the whole process. With that being the case the New ownership should still be briefed and fully aware of the issue at hand. If new ownership is not aware, then the new ownership should reach out to me directly and not the same service manager of the last ownership.
  Sincerely,
  
  Jusrin *****

  

  Business Response

  Date: 06/21/2024

  Mr. *****,

  We sincerely apologize for the inconvenience and frustration you experienced during your service visits at ***************.  We understand the importance of timely and quality service, and we regret that we did not meet your expectations.
  
  Please note that since your complaint, *************** has undergone a change in ownership.
  

  That said I would like to extend an opportunity to have one of our other local locations complete a diagnosis of the vehicle and its current concerns.  We are committed to upholding high standards of customer service and will be eager to work with you to address any new or outstanding issues.

  Once again, we apologize for any inconvenience caused, and we appreciate your understanding.

  Please feel free to contact me directly:

  ***** ******

  Sales Operations - Texas Region

  kengarff Automotive Group

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

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

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21698752
  
  I am rejecting this response because:
  I am past frustrated, and inconvenience is an understatement. Unfortunately *************** has burdened me financially taking over $3000 of my hard earned money and I cannot afford to continue the hurdles nor hault my grievance. I am financially exhausted. I and my family were homeless at the time of this whole situation and have not yet recovered from this burden. Everything being asked of me will be a compound burden in which I dont have the financial luxury to bring my car in and wait nor can I afford a rental. My finances has been exhausted due to the unfair treatment I have received.
  
  
  Feel free to reach out and talk to me directly at ************ or Ill try to reach you today Mr. ***** ******.
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 07/17/2024

  I have been in contact with Mr. ***** ****** who has been the recent recipient of the BBB complaint. However my complaint has not been resolved, we will attempt to resolve it beginning today. 7/17/2024

  I do not wish my BBB complaint to be closed out as I have not received any remedy.

  

  Business Response

  Date: 07/29/2024

  We are pleased to inform you that we have been actively engaged in communications with the consumer to address the vehicle issue raised. We have taken the necessary steps to resolve the matter, and we are pleased to share that the consumer is expected to deliver the vehicle for repair this week.
  
  We appreciate your patience and understanding throughout this process.

   

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

  
  

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 21698752
  
  I am rejecting this response because:
  

  I brought my vehicle in for service on July 31st and it was returned to me with the same issue. I have yet to hear from Mr. ***** ****** since before the service was provided. I reached out via email but have not received a response.
  

  My vehicle still does not start properly and I am requesting my full refund.

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

  

  Business Response

  Date: 08/07/2024

  We appreciate the trust placed in us.  After our most recent repair and careful diagnosis, it has been determined the issue being experienced is a result of normal wear and tear, which is completely expected over time.
  
  Rest assured; our team is here to support, assist with any questions or to schedule further services.

  ***** ******

  Sales and Finance Director - Texas Region

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 21698752
  
  I am rejecting this response because:
  It is clear from documents and video that my vehicle was not having this issue before they so called replaced the engine. Ever since this company worked on my engine my vehicle has not been starting the same and they blame wear & tear when the issue happened while they were in possession of my vehicle. It has been over 4 months and the issue is not resolved and it is discrimination and negligence not wear & tear. The company has continuously lied to me about my vehicle status.
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 08/13/2024

  I originally had my vehicle towed in March 6th 2024  because it would not start and when it did it ran rough. ******** ran a diagnostic test and told me what would be needed to fix my vehicle. I paid over $3200 and they told me everything is fine and running properly now. I received my vehicle back and had an issue occur with the engine the next day as it was a cracked gasket installed which was fixed on warranty. The next day vehicle began overheating and check engine lights came back on. This happened twice. Returned it to ******** and they determined failed engine and I need another. The racial discrimination became clear on the handling of the situation from that point to now. Once the engine was replaced with a used engine the vehicle would not start properly extending crank unless gassing the vehicle which is the issue that is the occurring problem. Vehicle has been taken to Chrysler multiple times in the past months and the issue have not been fixed nor addressed with proper concern. Now Mr ****** ****** joins the discrimination brushing it off as just wear and tear on my part when this did not occur until they inserted a used engine. 
  

  

  Business Response

  Date: 08/19/2024

  Given the amount of factors in this case we would like to meet with the vehicle owner to review all repairs approved and completed including the most recent diagnosis at an our Texan CDJR location.  Please communicate with me the best times available this month.  ***** ****** ************************************************************

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 21698752
  
  I am rejecting this response because:
  

  I do not understand the nature of the meeting nor the requested review and what it would resolve. What are the solutions? I just brought my vehicle in recently last month which was the 6th mechanical visit. 2 visits already at the previous mentioned Texan CDJR location. These visits are not quick trips but take hours of my time. My time is constantly being wasted without a solution. My issue is not taken serious enough.

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

  

  Business Response

  Date: 09/02/2024

  The teams have put forth tremendous efforts, as acknowledged, during the stated periods covering thousands of dollars in good faith.  Significant costs to assist with repairs, including multiple diagnostics, engine replacement, rental vehicles, and maintenance items.
  
  We understand that resolving complex issues can be challenging, and we appreciate your commitment to finding a solution.
  
  Again, We kindly request a thorough review of all the repairs completed to ensure your vehicle is roadworthy.  We are confident an in-depth review will show that your latest concerns are not related to the repairs completed and result from age and maintenance, as shown in the newest diagnostic.
  
  Please feel free to contact me at your convenience to discuss.  ************************************************************

  Customer Answer

  Date: 09/07/2024

   
  Complaint: 21698752
  
  I am rejecting this response because:
  I am not satisfied. We have agreed to schedule a meeting, which we havent yet, waiting on the date and what solution can be reached.

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

  

  Business Response

  Date: 09/24/2024

  We are currently working to find a resolution together. 

• Initial Complaint

  Date:05/07/2024

  Type:Sales and Advertising 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 have now purchased vehicles from Ken Garff *********** Ken Garff Porsche and Ken Garff Jeep and will NEVER give them my business again!! I have had negative experiences at all of them, most recently Ken Garff ******************************** Jeep. They have all said certain things will happen and then they dont. As soon as the purchase is complete they treat you like you are no longer a customer. My most recent negative ********************** is about Ken Garff ******************************** Jeep. We bought TWO used Macans from Ken Garff Porsche in Lehi. One of them was Porsche Certified which we were told by ****, included specific maintenance which ended up not being true. In fact, they refused to repair a manufacturers defect and when contacted, the service manager *****, didnt care. The other one we purchased an extended warranty and when the transmission was having problems, they had it for 2 months because Porsche had to approve the repairs. I had contact service to get updates instead of them updating me. We were told that we hadnt spent enough money and they treated us accordingly. When I contacted the General Manager, ************** about the issues and how we had been treated and he didnt care. Ken Garff Jeep was better but not by much. They lost my post dated checks for my down payment, never contacted me to put on some parts that were part of the contract, didnt help me set up the Jeep App and the salesman told my husband to lie about his income. SHADY!!!!!!!! I have contacted Ken Garff Corporate and left messages with my phone number and they havent returned my call. Based on reviews, I am by far not the only person that has had negative experiences with Ken Garff.

  

  Business Response

  Date: 05/09/2024

  I have left a message with the customer that *************************** will call on Thursday.  

• Initial Complaint

  Date:05/06/2024

  Type:Sales and Advertising 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.

  The date of the transaction was 03/25/2024. We told the salesman ***** that we did not want the ************************* warranty and he crossed it off his list before he took our finance request to be processed. When we went to sign the loan papers we were told by ************************************* that in order to buy the car we had to purchase the ***************** limited warranty. I disputed this later with ***** via email and was told that since the mileage was under 100 thousand miles in order to sell us the car we had to purchase the ***************** limited warranty. There is not any place on the contract that states this. We have been waiting for more comment from them but have received none. We fill this is a fraud. The $899.00 was in addition to the price of the car. The car is a 2018 GMC terrain.

• Initial Complaint

  Date:05/04/2024

  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 this 2019 Land Rover Discovery Sport from Stew Hansen Buick in April of last year. However, within a month of ownership, we discovered a persistent issue: the car's battery consistently drained completely in less than 24 hours, necessitating frequent jumpstarts. Despite being a certified vehicle, this issue was not disclosed during the sale process. We strongly suspect that both the sales team and the manager were aware of this problem but chose to conceal it. Upon reporting the issue to the service department and bringing the car in for inspection, we were informed that they were unable to resolve it and recommended taking it to a Land Rover dealership for diagnosis. Unfortunately, due to our temporary stay in Iowa, we relocated before this could be arranged.
  Following our move, I reached out to Stew Hansen's service department once again to seek a resolution. Despite assurances that they would investigate the matter, I never received a follow-up call after waiting several months.
  
  In February, I contacted them again and spoke with one of the managers. To my disappointment, he claimed that because we had relocated, we had effectively declined their service, and they were unwilling to take any further action.

  

  Business Response

  Date: 05/08/2024

  To whom it may concern:
  RE: Complaint ********, ***** ******
  Our dealership, Stew Hansen Buick GMC, in Clive, IA, did
  indeed sell this vehicle to ***** ******.
  It was sold and represented as both, and concurrently under
  Warranty primarily as under Land Rover’s primary Comprehensive Coverage of 4
  years and 50,000 miles from new. The initial in-service date for Land Rover was
  an estimated 7-1-2019; thus, to expire on 7-1-2024 or 50,000 miles, whichever
  comes first. Subsequently and often redundant to Factory Coverage, the Stew
  Hansen Certified program covers the vehicle for 3 months and 3,000 from Used
  Car Purchase, which was dated 4-17-2023 at 40,854 miles.
  Seven days prior to purchasing the vehicle, this dealership
  checked the Land Rover into service for a no start concern and tests were
  performed, and subsequently the battery was replaced. This is not uncommon in
  today’s vehicles packed with technology.
  The vehicle was purchased by this customer on 4-17-2023 at
  40,854 miles.
  On June 29, 2023, a Repair Order was written with the
  customer for a drain issue. We advised that with a continued drain, it was best
  to lean on Land Rover while the vehicle was still under Manufacturer’s Warranty.
  At this time the mileage was 43,021. We offered to transfer it the nearby Land
  Rover dealer, but the customer insisted that this was not compatible at that
  time since they were moving out of state that weekend. We encouraged them to
  get it to a Land Rover store as soon as they could once they moved, then, as
  their land Rover coverage was coming to an end.
  The customer did indeed proceed to take it to a Land Rover
  dealer in the state of Washington, where they had moved to. This is documented
  on Carfax and was told to me by the customer on the phone in recent months.
  According to Carfax it was taken to Jaguar Land Rover Volvo Cars in Spokane, WA
  on 10-16-2023 with 47,663 miles on it (nearly 4 months and 4,000 miles later). It
  appears that they may have replaced the battery, but I have no way of knowing whether
  they were asked to investigate a drain on the system as we recommended.
  When the customer had further issues in subsequent months, per
  the customer, the Land Rover dealer told them that they were no longer in
  Warranty and that they could no longer help them without cost.
  Apparently, the customer chose to seek help elsewhere, as
  they were no longer within Land Rover Warranty, and it has been long past 3
  months and 3,000 miles since purchase for the Stew Hansen Certified Coverage.
  Carfax shows similar services to Master Tech Automotive in Richland, WA, with
  mileage now in the 50K range.
  Our dealership has been nothing but helpful and advising
  during the vehicles time in Iowa. Vehicles are due to have faults beyond our
  control, and the owner has a responsibility to be diligent when knowing that
  coverages are coming upon an end.
  This dealership owes the customer nothing further.

  Customer Answer

  Date: 05/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Firstly, this issue isn't common with these vehicles; that's just an excuse. Our complaint is that they sold us this vehicle as certified. We wouldn't have made the purchase if it hadn't been certified. Essentially, we trusted their process, but the sales team concealed the vehicle's issue from us. This is why the sales manager attempted to hide the additional 3-month warranty from us.

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

• Initial Complaint

  Date:05/03/2024

  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.

  I have 2020 ******* Tuscon with only ****** miles on it. Took to dealer for ********************** change ). They say I have bent passenger side strut bent and want $970 to replace it it. I contend that its a defect in manufacturing. I am the only driver and am 82 years old on a fixed income. Driving around to stores and pharmacies and Doctors is all i do. I have not been in any kind of collision or received a ticket in more years than I can remember. This dealership isnt as good as it was before they moved into a new building. They changed my oil but didnt replace the old sticker due date. In the other building they would vacuum and wash your car when you drove in for service. Service Manager sent an email and I responded. Told him the same thing. Left my phone number for him to talk to me personally but he never responded back.

• Initial Complaint

  Date:05/02/2024

  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.

  I bought my 2015 Honda CRV from *************************** who was the salesman for the purchase on Dec. 7,2022 . He said that the registration would be sent to him and he would contact me when it came in so I could pick it up. Well to be honest, life got in the way and I forgot about it till I met with my credit union's loan officer to refinance my car payment. So I contacted and was palmed off on the finance manager ***** and she informed me that she has been trying to get the titled cleared now for 4 months! I need this taken care of NOW as my registration is due next month and I also need it so I can be re-imbursed for my gas from the ******************** who I do volunteer work for. I need you to reach out to ***** to find out how to reach the lien holders on the mainland to get this resolved this month! The salesman is a complete idiot for not taking responsibility and neither has the manager of the business. I feel like they are taking advantage of a senior citizen,

  

  Business Response

  Date: 05/08/2024

  We appreciate the time the consumer has taken to express her concerns regarding our inability to get the title converted in a timely manner.  Ultimately, after we paid off the loan on the vehicle, American Honda improperly sent the title to the prior owner versus sending the Title to Aloha Kia.  We reached out to the previous owner who indicated that she misplaced the title and could no longer find it.  Our staff assisted the prior owner in applying for a duplicate title which was received and mailed to Honda ********* Services to get them to sign off on the duplicate title.  We have confirmation that the title was received by Honda ********* Services on April 29th, 2024.  We followed up with them and they confirmed the signed off on the title and mailed it back to us on May 2nd 2024.  Honda ********* Services indicated that it could take up to 10 days to receive as it is their policy to send it back regular mail.  Your satisfaction with our company is our top priority.  We appreciate the patience and understanding that you have shown during this process and thank you for your cooperation and trust in us.  We also understand that the time it has taken us to correct this issue has been unsatisfactory and it does not meet the internal standards that we have set for ourselves.  We apologize for the inconvenience.  

  If you have any further questions or need additional help ***** in our Hilo store will be able to provide ongoing updates.

  I can also be reached on my direct line **************.  If I happen to be in a meeting when you call, please leave a message and I will call back.

  Mahalo,

  ***********************, Regional Vice President.

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21658192
  I am not rejecting their response as at this point it is a waiting game but: they had 4 months to take care of the issue and they gave me a different reason as to why the previous owner delayed sending the title and now it is down to the wire. I feel that not much was really done to rectify this issue. It does not take this long to get a piece of paper back from the mainland. At most, mail service is 5 days. They should of sent the paperwork by express mail and not regular mail as that way there would be a tracking number. I still feel that I was taken advantage of and this has added to my stress due to personal issues going on at this time. I understand that corporate takes their sweet time over matters that do not affect them or the business but 4 months? Come on now, that is really poor customer service. And the fact that Mr. ********************** never called or emailed me to explain the situation is deplorable and he should be ashamed of how he deports himself in a business setting.I understand that there is nothing now but to wait,which that is exactly what I have been doing. Do we know when exactly the paperwork will arrive,no we do not. I am still waiting for the paperwork to come. Way to go *********, great customer service!
  

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

  

  Business Response

  Date: 05/13/2024

  I have attempted to reach out to the consumer however her voicemail indicates that she does not accept voicemail messages and prefers texts.  I am unable to text from my desk phone because it does not have SMS capabilities.  As the Regional Vice President of the Hawaii stores, I provided my contact information in my original response with my direct line and email address.

  
  I wanted to advise the consumer that when we paid off the vehicle the prior *************** incorrectly sent the title to the prior owner even thought the payoff check had forms requiring that the title be sent directly to our dealership.  We worked diligently in trying to get the Title from the prior owner and she could not locate it so we assisted with her in applying for a duplicate title.  We requested that the title be expedited since the mistake was made by the prior lienholder but they did not honor that request and the back and forth in getting all the documents requested, produced by ***, signed and executed has taken much longer than the standards that we expect.

  
  We regret that the consumer feels that she was taken advantage of and that this matter has added stress to her life. 

  
  As of this morning, the Title has not arrived at our Hilo store. As soon as the title arrives, ***** is ready to personally take it to the *** and complete the processing.  If the consumer provides me the contact information of her credit union officer, I will call that person and explain the situation we are in.

  
  We are committed to our customers and recognize that in this case we did not meet the expectations of the consumer. 
  

  Sincerely,
  
  ***********************
  Direct line to my desk: **************  Email: ******************

• Initial Complaint

  Date:05/01/2024

  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 purchase a 2013 Honda Santa on Saturday April 20th with a warranty. Sunday I noticed the rotors were rubbing everytime I stopped (very loud) Monday I called service at stew Hansen where service picked the phone up multiple times and hung up. Called back the receptionist at the front began to do the same thing. I’m got in contact with the man who sold me the car he told me to bring it in to him Friday April 26th. They looked over my car acted as though nothing was wrong. Service sprayed out my rotors and said theirs was a rock stuck in it and that should have taken care of it. I left soon as I left the noise came back. I turned around took it back Eric got in and heard the noise. He said he would get me an appointment scheduled since service was short staffed. He also said that when he spoke to them about it they referred to me as the lady who called 7 times.. weekend passed didn’t hear anything. Contacted him Monday also got on an app they told me to use and tried to schedule an appointment on there. The appointment didn’t get confirmed instead was taken down. Eric said using app was best practice to use. Once I saw it was gone I tried to make another appointment and that one also disappeared. I texted Eric Tuesday morning said he would be in office at 8 am and would have it taken care of by 820. Didn’t hear anything back after I text him ????? Later in the day. I called stew Hansen 3 more times Tuesday where they kept directing me elsewhere where I was finallly able to leave a message. No one still has gotten back to me. I want my car fixed bc I purchased a warranty or if I can give the car back. I’ve delt with this already and it’s over rotors I’m afraid that if I need serious work done I won’t be able to get ahold of anyone to fix it. Warranty was expensive and I should not he driving a car right now that makes unecessary noises as I just got out into a loan for 18000.00

  

  Business Response

  Date: 05/07/2024

  On 5/2/2024 we had ****** ***** in to inspect her initial complaint about noise while braking. Although no safety concerns were found, we did replace the front pads and rotors on her 2013 Hyundai in efforts to have happy customer. We performed repair and took care of cost 100%, customer is happy and satisfied as of now. I have shared my personal contact number with ****** and we have good line of communication if she has any further issues for us to take care of. - Mike J*** Sales Manager ###-###-####. Thank you