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:02/27/2024

  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.

  ******************* is using my PERSONAL information to harass me and try to sell to me. I bought a car from them back in ********************************************************* I've asked them to stop and the calls just keep coming

  

  Business Response

  Date: 02/28/2024

  My new Car manager did speak with the Customer on Feb *******************************  After looking up the account while on the phone, there was nothing noted from the purchase of the vehicle that the customer wanted to be on the do not call list at the dealership.  So, after speaking with the customer the account was then put on the do not call list as per the customer's request.   This was handled while on the call with the customer as per the request. 

  Customer Answer

  Date: 02/29/2024

   
  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. I AM on a do not call list. I made it clear when I purchased the car that I didn't want to be spammed... so although the manager has LIED about the details, as long as they no longer contact me: I'm okay with moving on.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:02/23/2024

  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.

  Purchased a used truck from Ken Garff Ford Fort Collins on February 3rd, noted to salesmen the windshield was damaged and he said the vehicle is sold “as is”.
  Took delivery on February 5th, called on February 10th to receive service records of the vehicle after I noticed a dirty air filter and burning smell. Service rep said the only record of the vehicle was an oil change, no inspections.
  I went in on the 19th to explain the problems to Kelsey, the sales manager and he showed me a “Ford Safety Inspection” that included a windshield inspection. However the windshield was damaged at the time of purchase and delivery. The vehicle was dropped off the same day for repairs
  The used car manager “Shed” called me on the 20th and said there were no problems found, no fluid leaks causing the smell, and that it was leftover liquid used to detail the engine bay.
  I expressed my concerns that the vehicle was not inspected before purchase annd delivery. Shed said the vehicle was inspected and the crack was not there at the time of delivery. I have witness proof that the windshield was damaged at the time of sale and delivery.
  It has been 15 business days and I still do not have the title.
  Dealership advisors and managers will not answer or return my calls.

  

  Business Response

  Date: 03/02/2024

  Good morning,

  First off, I want to apologize for any inconvenience this may have caused. The first we heard of any issue going on with the truck was February 16th, when the customer stated he spoke to service, and they couldn't get the truck into service until the 28th of February. Once we were aware of the situation, I had used car manager Shad was able to get him in on the 18th for an inspection to address Mr. ******'s concerns. Upon further inspection we were unable to find any issues with the truck. The burning smell seemed to be coming from leftover liquids from the detail. As far as the windshield, there was not a notation in the initial inspection that the truck needed a windshield, therefore that was another issue we were unaware of until the vehicle was brought in. In correspondence to the windshield Shad offered to have the windshield replaced. We are willing to replace the windshield in the truck in order to resolve the issue. Attached is the email Shad sent Mr. ****** as well as the initial vehicle inspection and the inspection when Mr. ****** brought the vehicle back into service. Please let me know if there are any other questions or if there is anything else I can do.

   

  Best Regards,

  Steven P*****

  General Sales Manager

• Initial Complaint

  Date:02/21/2024

  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 purchased my 2016 ******* a couple months back and 3 months later the engine was having problems. I took it to ****'s Auto Body and Paint, where they took photos of my cars condition before and after I left it with them. They stated that they didn't know what was wrong and had it taken to Ken Garff **********************. I understand due to part supplies that it was going to take a month to fix. They stated that they would get me a rental car, but that it would take 2 weeks or so. I never received a rental car for the whole month they had it. When my car arrived at the Ken Garff ******* the paint didn't have any issues and the pictures the other dealership took show no paint damage. Upon getting my car back from Ken Garff ********************, it had big chunks of paint missing. They stated that it was corporate *******'s issue, because it was a paint defect and that it wasn't their issue. ******* Corporate ****** that it is Ken Garff *******************'s issue, because they had it in their care and gave it back damaged when it hadn't been received damaged. Went back and forth and neither party wants to step up to fix my paint that was nice when they received it. I showed my car to ****'s Auto Body and Paint and they stated that it was not from a defect in the paint, but that it was from someone putting a rag or something with chemicals on it for an extended period of time, that they had seen this kind of damage before. We stated this to ******* and they said they can't help me. If I can't get this fixed by this review, I will be going to small claims court to fight this and I have pictures and testimony to prove my point and will win more than just a paint job. If a car comes in good condition, it should leave in good condition. Fixes should be made by the people that have it in their care and returned in as good or better condition EVERY TIME. That is good customer service. Don't trust this company anymore.

  

  Business Response

  Date: 03/14/2024

  ****************,
  
  Ken Garff ******* Southtowne has reviewed and researched your complaint and is committed to helping you find a solution to the paint issue on your 2016 ******* Sonata.  Our review of our records indicate that your vehicle was brought to our dealership in November 2023 to address an issue with your engine.  Upon initial inspection of your vehicle, a determination was made that your vehicle required a new engine.  We worked with the manufacturer of your vehicle (*******) and were able to replace the engine under warranty and the vehicle was returned to you in mid-December 2023.  We talked to the service advisors who worked on your vehicle and neither of them noted or could recall any paint issues. When you brought your vehicle back a couple of days later asking about the paint issues, we evaluated the vehicle and found multiple different locations where the paint had peeled away from the primer.  We also observed bubbling in at least one of the locations, indicating that the paint was not properly sticking to the primer.  Given the multiple locations and the lack of any scrapes or dents near those areas, it is our professional opinion that the issue was unrelated to the service or repairs we completed on your vehicle.  Instead, it appears that the issue is related to the make,model, and color of your vehicle.  In fact, there have been several recalls and manufacturer-directed complaints regarding this issue. We reached out to ******* to see if they would cover the paint repair under warranty because of this known paint issue that exists on vehicles like yours. Unfortunately, ******* responded by indicating the repair was no longer covered.
  
  Given the multiple locations of the paint peeling across your car, it is nearly impossible that the issue could be related to chemical rags left on your vehicle, and instead is likely due to the aforementioned underlying paint issue.  We understand your frustration and we have reached out to ******* again and we will do our best to convince them to complete the paint repairs because of this potential paint defect that exists on your vehicle.  If ******* agrees to cover the repair, we will reach out to you to schedule a time to bring in your vehicle. We do recommend continuing to pursue the existing paint claim with ******* that you have already opened,in hopes that with both of us pushing them, they may cover the repair.
  
  Sincerely,
  
  Ken Garff ******* Southtowne     

• Initial Complaint

  Date:02/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ken Garff ********, *******, *******, dealership owes me $2842.95 and, to date, has not provided proof that a refund has been issued to the lien holder. Background: October 2, 2023: Vehicle purchase included a comprehensive warranty and maintenance agreement as part of the financing with the bank.October 4, 2023: I completed the cancellation form on the comprehensive warranty and maintenance agreement. The refund was to be sent to the lien holder.November 19, 2023: I resubmitted the cancellation form with assurances the check would be issued on November 20. February 2, 2024: Despite repeated follow-*** (documentation available upon request) and broken promises, the General Manager and Finance Manager at Ken Garff Kia ********** have failed to provide requested updates and proof of transaction of USAA.Requested Resolution:Provide evidence of a cleared check; if a check has not been issued, directly pay the buyer.

  

  Business Response

  Date: 02/23/2024

  The refund has been processed and should be reflected on the next statement.

• Initial Complaint

  Date:02/01/2024

  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.

  Jan 2023 I took my car to the Ken Garff Honda Downtown to have my Transmission fluid changed. Was told on the service report that they fill it to the correct level. Months latter I was having problems with my car where it was shifting hard. I had a 12 month and ****** mile warranty on the services. Try to schedule a warranty services on Dec 2023, to have them check but was told over the phone that was wasn't their services that is causing the issue. They then wanted to charge for repair services on car that had nothing to do with my issue. I took my car to an independent garage where the mechanic showed me that my tranmission was overfilled and that was causing the issue. This overfill was caused by the Ken garff dealership that they refused to fix. What is the point of a having a warranty on the services if you are not going to honor it?

  

  Business Response

  Date: 02/05/2024

  Customer came in on January of 2023 for a transmission service and we completed that work as requested. Roughly ********************************************************************* 2023. ******** states that his "D light" was flashing and he mentioned that he had taken the vehicle to another shop and that we had overfilled the transmission.

  Customer was informed that most likely this error does not occur from overfill a transmission however, we would need to look it over to diagnose and determine. Additionally, if we performed this service with error we would rectify. Customer did not return for diagnosis. On February 1st, customer calls in and speaks with Service Manager wanting to leave an official complaint. The Service manager let the customer know that we stand by our workmanship and that we would like to rectify any errors on our end reguardless of time. The customer was provided the Service Managers contact info.      

   

      

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21232076
  
  I am rejecting this response because: Stating that your services did not cause the issue to my vehicle is misleading. We have already established that the dealership overfilled my car with transmission fluid.

  
  Your response suggests charging for additional services that I did not request. Under no circumstances will I pay for any further services at your dealership. Please rectify this matter accordingly.
  

  Customer Answer

  Date: 02/13/2024

  I would like to have a refund if that is not possible I would like this customer service complaint to be made public agains *************** Honda Downtown for other to view.

  

  Business Response

  Date: 02/20/2024

  At this point, it sounds like we can turn this customer's experience around by means of a refund. The amount is $159.46 for the service performed. We will send a reimbursement check to the address on file.  

  Customer Answer

  Date: 02/28/2024

   
  Better Business Bureau:
  
  ID ********.
  

  Instead of issuing me a check the dealership decided to do a reverse charge on my credit card on Feb 20, 2024.  The credit did not show up on my credit card statement until Feb 27, 2024.
  
  ***************************************

• Initial Complaint

  Date:01/26/2024

  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 brought my vehicle in for repair at the request of the service manager to address a recall, oil change and issue with my front windshield blower/defroster making noise and not blowing on drivers side. My vehicle was never repaired as agreed. Additionally my vehicle was returned with the oil cap off, air filter box not put back on properly requiring me to borrow tools from the dealership to do my self as the tech refused to come correct his failure. Service advised also compared my vehicle to two other similar makes: model vehicle on the lot and confirmed my blower was not fixed. Does not blow on the drivers side and when turned up makes a loud buzzing noise. When I asked how the dealership wish to correct these issues was told they dont by service advisor but I can leave my vehicle and they can get take a look in a week or so. When asked if I would be provided a rental during this time was told no because we wont get to if for a bit. The part for my truck which was confirmed as delivered to the dealership by ******** was never installed, was told they may get a new part in a few months and that the tech refuses to touch my vehicle as Im lying about the blower issue though it was confirmed by the service tech to be doing what I reported.

  

  Business Response

  Date: 02/02/2024

  ***************************** has brought his Jeep back in, we looked at the defrost issue and determined there was an issue with the defrost. There was not a lot of air coming out of the driver's side vent, we removed the vent grille on top of the dash and found that it has been removed to run a cb antenna wiring to run down the dash. When it was put back on the foam piece that goes between the grille and the duct was not put back on properly. We have reinstalled it correctly and is working as designed. We hived addressed the issues that he had with the service,  

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21206788
  
  I am rejecting this response because:

  Pease note that each time the I have brought the Jeep in, the check engine light has been on according to the system for "powertrain malfunction" and has been reported each time to the service department. Each time I have also shown the emails from the Jeep Wave app system that indicates the Jeep check engine light has been going off according to the system as a result of an engine misfire and powertrain issue. Each time by the service department and techI have been told a different story as to why the check engine light is going off and that I and the alert system are wrong. The first few times, beginning frequently since 09/24/23  I was told because it was the fuel pump issue, then this last time told because the oil cap by the tech was left off. However each time I have shown the email/alerts and have had them pull the code which shows engine misfire / powertrain issue. Please know I do  appreciate that the tech went back and did his job as he should have the first time to address the window defrost issues. However just like before the vehicle was returned to me on Friday 02/02/24 and within less that a few hours the check engine light went off again. This ongoing patter, to me, is demonstrating a pattern that the tech is just re-setting the system and not doing his job correctly or addressing the issue. I say this because he never check the defrost system correctly the first time and wasn't till after I filed a complaint that the system was looked at correctly as it should have the first time. As of today 02/05/24, the Jeep is once again in the shop for the check engine light and code indicating engine misfire / powertrain issue. This ongoing issue is frustrating as is a custom ordered Jeep through your dealership and within the past 30 days the Jeep has been in the shop over four times. Each time with me reporting the check engine light going off, being documented. I initially reported this ongoing engine "powertrain malfunction indicator" to your service department on 06/26/23 but was told it was a initially a "new vehicle glitch" but since 09/25/23 I have been reporting it frequently to the dealership which I was told "its because the fuel pump." However the fuel pump was changed out this past week after filing a complaint but the powertrain malfunction indicator is still going off, so Im curious as to what excuse the dealership and tech will try and blame this time rather than address the current issue. Please know I have reached out to Chrysler directly via Jeep Wave, that has also opened a case given records show the vehicle has been in the shop an an excessive amount of times within the past three weeks. Please know I have kept all emails and alerts sent to me via the Jeep app and have been documenting each time the vehicle has been going in. I have been working with *****, the service tech, each time as well to ensure no one can try and blame miscommunication either.  I look forward to your office contacting me and this issue being addressed in a timely manner. 

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

  

  Business Response

  Date: 02/16/2024

  The vehicle has been repaired and returned to the customer.

• Initial Complaint

  Date:01/18/2024

  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 took my truck to the ******************* dealership to fix a small Bluetooth issue i was having with the truck. I was told i would have to pay $185 for them just to take a look at the truck. They then told me they wanted to update the programming which might solve the issue, which i accepted. I was later informed that the programming update failed and that i would need to pay them $1500 to replace my stereo to update the programming, that *** or *** not fix the issue. I refused and asked if they could put my truck back to the way it was which they accepted and did. They then told me i would have to pay an additional $246.42 for the "programming update attempt", which i told them i do not think i should be paying for. Since i did not actually receive the programming update that they are charging me for, and it was not technically a solution to the problem, but another layer of the "investigative" fee which they have already charged me for. They declined and said i had to pay it. I then went and paid because i needed to get my truck back. I think that paying the $185 is reasonable since they needed to investigate what is wrong with the truck but i do not think i should be paying the additional $246.42 because they failed to perform the programming update.

  

  Business Response

  Date: 01/26/2024

  After reviewing the customer concerns and getting with the staff in the dealership that was involved we would like to help with the concern that the Customer had and issue a refund.  If have been for several days that we have been trying to get in contact with the customer so we can handle this concern with them.  So If the customer could give us a call back so he can take care of them with the concern and the refund that would be great. 

   

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

  General Manager

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

   

  Customer Answer

  Date: 01/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and once I receive payment of $246.42, I will find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/12/2024

  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.

  Sold me a Lexus RX 350 knowing full well that there is a problem with the vehicle. The CARFAX shows that the dealership did not report the problem. Told me that the vehicle was ready but it was not. They just want me to pay for it. Have us used a loaner to take home since we used Uber. Not happy and it’s giving me anxiety about this problem. Came back to pick up the Lexus and that was the time I found out about the problem. Promised to fixed it and do the brake flush. Never return my text and never making an appointment.

  

  Business Response

  Date: 01/22/2024

  We have spoken with the customer, and we will refund the total amount of his purchase. 

  Thanks 

• Initial Complaint

  Date:01/07/2024

  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.

  Car Purchase on 9/16/2023. They Only Had 1 key, and since it was a certified Car, they said they would call a place in DM that will make a key. They will call and have them call my daughter to setup the appointment to get the key made. It's is now Jan of 24. My daughter has called several times with no return call, no call frm the key maker. just he run around. ***** time she calls, salesman is not there, or he will call back. That's the first problem. Second problem is my daughter lives in **********. Purchase aggreement shows a Fee for new registration of $******. She just got a registration renewal from the Treasurer of Johnson County for new title and registration fee of $******. Are they not paying their bills? Now my daughter is going to have to take more time off work to get this all straightened because they are not doing their job. How can we make them take action without paying a lawyer to *** them for ****** and the additional title fee?I have all the documentation except the verbal statement that it was a certified car and should have 2 keys.INformation related to the sale Deal#******

  

  Business Response

  Date: 01/11/2024

  The salesperson promised a second key and then quit without telling anyone. We are sending her to a dealer where she lives to get the key made and we will pay for that to get done. The issue with the license fees has also been handled; it appears to have been a misunderstanding. The ****** is the taxes on the vehicle. Her plates are due at the end of January and her new fee will be $254.00. ***** ****, the General Manager, has spoken with ******, she understands everything.

  Customer Answer

  Date: 01/15/2024

   
  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:01/03/2024

  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 bought a 2007 pontiac solstice from Ken Garff vw in ******* on 12-28-23.They said they needed 2 hours for the vehicle to be inspected and go thru service at 3pm and it will be ready at 5pm.They said the car passed inspection and come to find out, the oil was never changed, the car drips oil and a significant amount of antifreeze from day one. This is a safety issue as oil can get on the tires, exhaust and cause fire. With the coolant leaking, the car can easily overheat and cause a blown head gasket or range to the motor.

  

  Business Response

  Date: 01/04/2024

  
    ******************** called and informed our store on 01/02/2024 the vehicle he had purchased had defects ( mechanical Issues) that he felt were not stated to him at the time of sale.  ******************** asked to speak to a manager and the call was handled by ******************, on 01/02/2024. The customer stated he had issues with the oil not being changed and possible coolant leak. The customer was then informed he had purchased the vehicle "As-Is", however we wanted to make sure he was happy with his purchase and would escalate this matter to find a resolution. Customer was scheduled to be called 01/03/2024. The customer was called on 01/03/2024 and was offered to have our store check and advise repairs on vehicle, customer did not feel this was a solution and asked for a refund. We ( Ken Garff *****************) offered to refund said money in its totality contingent upon delivery of purchased vehicle, and resolution of BBB complaint ( 21090608). 
  
  

  Customer Answer

  Date: 01/04/2024

   
  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.
  please remove, cancel or suggest that the issue has been resolved. 
  Sincerely,
  
  ***********************,