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:04/29/2024

  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.

  We were experiencing issues with the cars AC randomly turning off. We advised the advisor what was occurring and was advised a diagnostic would need to be completed to rule out the issue. We decided to move forward and was granted a rental until issue further reviewed.The advisor contacted us one time to advise the issue could not be replicated and asked additional questions. That was the last we heard from the advisor. We contacted ***** again and was told the advisor was out of office and they needed to partner with technician. They advised they would call back; however, no call back was made. We contacted ***** again and spoke with ****, another service advisor who advised she was sending an email to the manager for a call on that following Monday. Monday came, no call. We had to call the dealership again on Tuesday and had to advise we needed the car back because it was held for about 2 weeks and my husband works offshore and needed his car for work. We decided to return the rental and was then informed we had to pay $33/day for the rental & diagnostic, which came up to $400+. We understand paying for the diagnostic; however, since they were unable to replicate the issue, it was not fair to pay an entire $400 when this issue should have been covered under warranty. The advisor then explained the technician ran over numerous bumps to replicate the issue. When my husband got his car, he had to replace 2 tires. So on top of paying $400+ for a repair that never happened, we had to pay additional for tires. Imagine if we didnt call continuously to check the status of our car. We wouldve had to pay way more money for their lack of communication.

  

  Business Response

  Date: 05/06/2024

  We sincerely apologize for the inconvenience you have experienced with your vehicle at our dealership. We understand your frustration and regret the issues you have encountered during the repair process.
  
  We acknowledge that there were communication breakdowns on our end, and we apologize for the lack of timely updates and responses to your inquiries. It is unacceptable that you had to deal with these difficulties, and we take this matter very seriously.
  
  Regarding the situation with the rental vehicle, we apologize for the confusion and lack of communication regarding its return.This was a mistake on our part, and we regret any inconvenience caused by this oversight.
  
  We are committed to resolving this matter to your satisfaction. We will review the details of your case and work to address your concerns promptly. Our goal is to ensure that your vehicle is repaired correctly and that you are treated fairly throughout this process.
  
  I will be contacting you directly to ensure we resolve this concern today. 

   

  *********************** - General Manager Northwest CDJR

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

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

  Customer Answer

  Date: 05/07/2024

   
  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:04/26/2024

  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 have a warranty repair that has not been completed since December 2023. I call and leave messages but no one returns my call. I have contacted GMC and my point of contact can't even solve the problem.

  

  Business Response

  Date: 04/26/2024

  Our parts department made a mistake and dropped the ball on the order of the part needed to repair this vehicle. We have since replaced every single person in that department.

  The part has arrived and Andrea (the customer's service advisor) has made several attempts to call the customer with no luck and no callback yet. Maybe you all at the BBB can contact the customer and let them know the part has arrived and we'd like to install it when they have the time.

  Thanks,

  Joe M*****
  General Manager
  Big Star Buick GMC

• Initial Complaint

  Date:04/26/2024

  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 recently had the misfortune of visiting the ************** center with my 2017 ****** Rogue for what I believed to be a transmission recall. Shockingly, I was informed that my vehicle was not subject to any recall. This misinformation alone is unacceptable, but it pales in comparison to the dangerous issue I encountered afterward.Shortly after leaving the service center, my car's shifter began moving without the need to push the button, resulting in a terrifying incident where it shifted into neutral while I was driving on the freeway. This hazardous malfunction could have led to a catastrophic accident.Upon notifying the advisor, *****, of this life-threatening problem and expressing my urgency due to an upcoming work trip, I was met with appalling rudeness and condescension from both ***** and ****. Despite my car being well within both mileage and time limits for warranty coverage, ***** callously dismissed my concerns and refused to provide a proper quote for the necessary repairs.******* lack of professionalism is staggering. His refusal to honor the warranty and his dismissive attitude towards a serious safety issue are utterly reprehensible. It's abundantly clear from the numerous negative reviews I've since read that ***** is not an isolated case but rather a cancerous presence within this ************** center.I implore anyone considering using this service center to think twice. The incompetence, dishonesty, and lack of regard for customer safety displayed by ***** and his colleagues make them unfit to handle any vehicle, let alone those entrusted to them by unsuspecting customers. Avoid this establishment at all costs unless you're willing to risk your safety and endure the disrespectful treatment of its staff.

  

  Business Response

  Date: 04/26/2024

  I have attempted to contact the customer and left a voicemail with my personal cell phone number. 

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21628519
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/23/2024

  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.

  Tried to get my Atlas in to figure out why the steering wheel shakes when braking but pads and rotors look good. Was told the only appointments start on May 9th (two weeks out), no biggie. EXECPT once dropped off it will take 3-5 business days to get looked at! What's the point of the appointment two weeks out!? They have no loaners available so my car would be there for over a week before they even told me what's wrong, then how many more weeks to fix the issue? All while my family has no car, Ken Garff continues to go downhill. They don't want you using your warranty so they make it impossible to have your car looked at.

  

  Business Response

  Date: 04/24/2024

  Hello BBB,

  I have spoken with ************************ about his concerns. I advised him that we are at a 3-5 repair and return time frame but possibly more depending on a parts. I advised him based off his brake concern we would be able to diagnose and possibly complete in the same day. I think during the phone conversation with someone it was presented as possibly here for 10+ days which was not the case. I explained our entire process and why things take so long, in which he was very understanding. I appreciated his time, feedback and I scheduled him an appt. for *** 9th.

  Thank you

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

  Service Manager

   

• Initial Complaint

  Date:04/19/2024

  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.

  Took my vehicle into the dealership on 1/16/2024, to have the service department inspect a noise in the rear suspension. Dealership indicated it would need to have various items replaced such as front struts, front bearings, front strut mounts, rear suspension assist arms, rear shock absorbers, rear lower control arms and bushings etc. I agreed to the service to fully fix and eliminate the rear suspension noise and paid the dealership service department a total of $4,064.36. Issue wasn't fixed and took the vehicle back a total of two additional times on 2/10/2024 and 2/24/2024 and each time, the dealership service said they did not hear a noise in the rear suspension. Only after getting the assistant GM involved (***************************) and service manager (*********************) and told them I it had been over eight weeks and they still did not fix the noise in the rear suspension and I wanted the noise fixed or my money back in full. The dealership service department proceeded to keep the vehicle until 3/30/2024, at which time I picked up the vehicle. The lack of communication and the ability for them to fix the issue, should have not taken them over 10 weeks to fix; for which of those 10 weeks, eight weeks I was left without a vehicle to use as they did not provide any rental or loaner vehicle. The dealership service department also, for eight weeks, kept saying they didn't hear any noise in the rear suspension and that the vehicle was fixed, when in fact, the vehicle was not fixed and the noise was still present in the rear suspension. The very poor practice in consumer ethics that the dealership service department showed and the fact that they are quick to take large amounts of money without fixing the issue, is definitely not good business practices and taking peoples money without fixing or wanting to fix the issues, is beyond unethical. This dealership service department is one that I will personally never visit again.

  

  Business Response

  Date: 05/17/2024

  My name is *******************************.

  I assisted the customer with the repair,  i took over from another advisor that had lacked some communication during repairs.  I drove with the customer prior to taking over to isolate his noise concern.  We drove together and he pointed out the sound.  I took over and had my Master technician drive with me and I showed him pinpointed sound.  we replaced remaining arms in rear of vehicle not yet replaced.  Noise was gone. I then delivered vehicle to customer.  but not before HE and I drove the vehicle.  he drove me and we both agreed noise was gone.  So he took delivery of vehicle as fixed.   some noise in front end from sway bar bushings,   which he declined repairs on.   I have corresponding text messages confirming the repairs complete and no issues.

  Recently customer contacted me for research on a water pump done prior and warranty thereof, we spoke and had no reference to this complaint.

  I also have correspondence via text messages indicating the repair was complete and thanked me for handling it.

  Thank you

  ***************************;

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

   

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21600979
  
  I am rejecting this response because:
  The noise in the rear suspension is still present, making noises and has't been fixed.  As well as the vehicle being in and out of the dealerships possession for 10 weeks and the dealership failing to acknowledge or provide me additional information that the water pump was bad and leaking critical fluids.  Finding out, on my own and not from this dealership, that the vehicle had no coolant in the reservoir and was completely empty.  The inadequate service and lack of responsibility from this dealership, is the reason I do not trust them nor will I have my vehicle serviced by them in the future.  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 05/23/2024

  My name is *******************************

  I was the service writer that assisted the customer.  We drove the vehicle together and before taking possession the customer agreed it was fixed.   have heard nothing of returned sound from customer since repairs. Near one month later customer did text me and call inquiring of a warranty on water pump that began to give him trouble. I looked into it and we corresponded several times seeking warranty on pump. Still no mention of noise returning was said a month later.  had we been made aware of noise concern we could assist.  And vehicle was driven a month after in shop and water pump was not leaking while in service with us.

  There has been zero communication on customer part. we made our agreement, him and I, I drove with customer and complaint was indeed fixed.  These claims made our false and far from the truth.  Customer has my personal cell phone number,  and I always available to him. Nothing has been brought to my attention other than on this format.

  Best regards,

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

• Initial Complaint

  Date:04/17/2024

  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.

  Purchase date: 2/24/2024 Temporary plate expired 4/8/24. Not received title/registration/plates as of 4/17 and received no updates or information from 2/24 to 4/17. Called a few days before the plate expired. Was told that they were "waiting on the state" and I should call back on the day it expires. Called twice on 4/8 to find out that the dealership had not done emissions. Was told that I could complete this that night. When I arrived, service center said that I would have to do it 4/9. Emissions has been completed with no update in over a week. Receptionist recommended that I drive on expired plates in the meantime.Dealership raised listing price after expressing my interest. Salesperson asserted used car prices are non-negotiable and there was a surprise irremovable-tracking device that costs $1294. Was offered a discount and had to go in to the dealership over 45 days later to request that a check be mailed out because they forgot to include the discount. After looking on BBB.org, I found out this feature IS removable and I was forced to buy this feature.Dealership claimed that car passed 100+ point inspection. I took vehicle to my regular mechanic on 3/12. ******** confirmed that front strut was leaking, the battery was well past a needed replacement, the rear links need replacing soon, and even the air filter needed replacement. Those items are listed under their 100+ point inspection for used vehicles, which leads me to believe that this "inspection" wasn't done.Throughout all of this, I've tried getting in contact with my salesperson, who has effectively brushed me off. I've called and emailed the salesperson directly. He didn't respond to my email and, over the phone, said he'd get me in touch with finance and in touch with someone to get the rock chips in my windshield fixed (as promised during purchasing the vehicle). He did neither.

  

  Business Response

  Date: 04/18/2024

  I attempted to contact **************** by phone on 4/18 at 12 PM.  I had to leave a voicemail.  The license plates have already been issued and are set to be mailed to the customer today.  The delay was caused by ************ not sending the title in a timely manner.  I did let the customer know that we would take care of any tickets for expired registration if he gets one, and that his plates are in the mail.

  Customer Answer

  Date: 04/19/2024

   
  Complaint: 21588600
  
  I am rejecting this response because: I returned the voicemails from **** and then **** (sales manager) and spoke directly with them. **** assured me that a general manager would call me today (4/19). No call, voicemail, email, or other communication was received. 
  

  At minimum, I require a full refund for the tracking services. At this stage, I dont trust the dealership to perform the necessary repairs on my vehicle, even though I was assured an inspection was done. According to them, if a used vehicle passed this inspection; struts, links, batteries, and air filters should all be in acceptable condition. They were/are not. I am accepting the fact that this error cannot be rectified. Other issues have not been addressed.
  

  A refund would solve the issue of being forced to buy an upgrade option that I did not want. Please refer to original complaint for further explanation on the other issues. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/02/2024

  Just left a message for ********.  I visited with our team today and was told that we did in fact issue a refund for a warranty cancellation request as well as covering half the cost of the PladTech gps system.  There is a Lein on the ** cruiser, so the refund was sent to the lender as per our dealer agreement with the Lendor.  I am hoping i can get a call back from ******** so I can get his Rock Chips repaired.  The salesperson is no longer with the company and i think this is the primary reason we did not get these issues resolved.

  If you have any questions I can be reached at ************

   

  Thanks.

• Initial Complaint

  Date:04/16/2024

  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 wanted to say how astonished I am to hear that I got an oil change at the dealership & I got that which I always get . Once I got that the tech said I had a cracked oil pan. So I said okay when can I get it scheduled, I come back a few days later to get that repaired. Paid, that same day I notice still dripping oil in my garage. Call back and they say to bring it in so they can look at it. I brought it in after all day they proceed to tell me that it’s another issue , and that whatever they fixed caused something else to break. So they tell me I have to now pay for more damage caused after they had supposedly fixed the oil pan crack it broke something else. Now I am annoyed as I came back because they diagnosed my car and told me the leaking was from one thing but now I am looking at hundreds of dollars to repair something that was caused by the dealership. I didn’t even have an oil leak until I got the oil changed. DO NOT go to service here they are not honest and I am so disappointed and so angry.
  
  I hope this is read and the company does better.
  
  I had my car fixed on on April 2nd 2024,
  I paid $154.00

  

  Business Response

  Date: 04/18/2024

  Good morning,

  Customer *** **** was in for an oil change and during the vehicle inspection, the tech found that the vehicle was leaking oil from the oil pan area. This vehicle has an upper and lower oil pan gasket.  Most of the time the lower oil pan gasket is what needs to be replaced.  On this particular vehicle the upper/lower pan gasket will need to be replaced to eliminate the oil leak. I reached out to *** and I explained the situation to her and she understood.  She will be reaching out to set an appointment to get the vehicle backed in and fixed.  On a different note, *** did receive employee labor rate since her mother- in- law works here. 

  Customer Answer

  Date: 04/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  I took my car for a second opinion at family Autoshop. The mechanic there had told me that they over filled my oil in the first place at least a quart over. so reply I had no issues until I got my oil changed initially. They recommended something I didn’t need because it was way too much oil out in and that was causing it to drip out. 
  

  I called to let them know and they said okay we can most definitely take some out and they didn’t argue. So they are in the wrong and they still are not owning up to it. I got a discount for no reason, they did the first job wrong which caused all this. 

  And I only know this because I got a second look like I said because something want adding up. 
  

  So still no happy and still won’t ever bring my car back. 

  
  
  
  Sincerely,
  
  
  
  **** ****

  

  Business Response

  Date: 04/20/2024

  I just talked to ****.  Apparently, the other shop said that the oil leak was cause due to it being over filled. We agreed to take care of her next oil change free of charge and that we will make sure that there is not an oil leak at the time.

• Initial Complaint

  Date:04/13/2024

  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 went to Big Stars web site and looked the Santa **** vehicles found one that said the retail price was ************************************************************************************* the vehicle. I was then informed that the vehicle had a dealership package added that would increase the cost. Which made it higher than the advertised retail price I informed the salesman I wanted the vehicle for the advertised price he said I couldnt do that. I believe this is false advertising.

  

  Business Response

  Date: 04/15/2024

  we apologize for this situation.  We will absolutely sell you a new Santa **** for advertised price.  Please let us know when you would like to complete the transaction.  

• Initial Complaint

  Date:04/09/2024

  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.

  Made an appointment for a alignment. Appointment was at 9:15. At 1015, they decide to let me know that they were going to get my car back and they were going to do a diagnostic which was a $100. They encouraged me to go home because of the wait. At that point I did request a rental which was immediately denied. I expressed that my disability did not allow me to go without a vehicle I told them. I declined the services for the diagnostic and I would reschedule when I had more ability to leave my car. I spoke with another person and they were able to get me in a rental while they were viewed my car. Part of the reason for the diagnostic is the previous appointment. There was concerns of the motor mounts. I asked the gentleman. What this will be covered under insurance correct? He did say that it would be covered by the warranty. And that's what they would get done. At about 5:30 PM. They called me that my car is done and they do not fix anything. The reason for my complaint it's because my wheel was bent, I was frustrated that I took the car in for an alignment that was not done, my car sat there for several hours for warranty work. Which was not done,but Their explanation on why the warranty work was not done. Is that the motor mounts are not currently a hazard, therefore would not be covered under warranty. They advised me to replace the front left wheel, and that would fix the shaking. This morning the wheel was replaced and the car is still shaking. I get it's a business but why are we forced to jump through Hoops for care. I just would like to be treated like a valued customer and not have my time wasted driving a danger box.I

  

  Business Response

  Date: 04/16/2024

  Our service manager ****, spoke with *********************** and explained the process about the diagnosis charge and that we didnt feel comfortable performing the alignment without a diagnosis first. ****** express her frustration for the time inconvenience and how she got the vehicle fixed somewhere else. I told ************** will refund her the diagnostic fee for the inconvenience and in return she will come back and visit us again for her services.  

• Initial Complaint

  Date:04/08/2024

  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 bought a 2015 *********** LTZ on February 29 and I called after leaving the lot and spoke with ***** our sales person to tell her the rear suspension was not working, and she said she would get right back with me with a service date, never heard from her. I texted her on March 12 after calling several times and nothing and she never responded to text. So on the 13 I called and spoke with a manager and he sent me to service to schedule a time. I set up for vehicle to be dropped off on the 19 at 5:30. Upon arrival ***** from service said we needed to speak to sales and took us over to them and set us down. She then preceded to meet with manager and ***** and neither ever came out and spoke to us. In return ***** came out and said their suggestion is to wait until our warranty kicked in instead of them covering it and it was well within their 30 day period to fix stuff. We told them that we didn't agree with this but they refused to do anything. I contacted ********* in Humble, their sister store and took it in on April 1, 2024. They eventually found the problem after I told them what it was. They informed me my extended warranty didn't cover it and it would be over ******* to fix. I contacted *********************************** at Big Star and he got all information from Texan and emailed me back asking me if I could bring it to Big Star now, I asked him if they were going to pay the ****** diagnostic fee that we were being charged and had to pay to get vehicle to take to them since Texan would not be fixing? He will not respond to emails nor calls or messages and I have heard nothing. I have ordered the part in which is ****** and had to pay the ****** to get my vehicle. And still ****** hasn't called or emailed for that matter.

  

  Business Response

  Date: 04/16/2024

  I have issued ***** and ******************* a check for $565.00 to reimburse them for their expense and the part.  I am sorry she had to wait so long... 

  ***** with **************