Complaints

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

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  Ken Garff

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

  
• 

  Honda Downtown

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

  
• 

  Volvo Cars Salt Lake City

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

  
• 

  Nissan Salt Lake City

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

  
• 

  Honda Of Orem

  195 E University Pkwy Orem, UT 84058-7687

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/31/2023

  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 this dealership. They added a dealership addendum since the sale representative had specifically said there were not dealerships add on. The sales manager never refunded me the requested amount on both of the vehicles I purchased. I since, then have been trying to get a copy of the sales contract as they never gave me a copy since it was all ********** have called multiple times to get a copy and have not gotten a response from them. I most recently called in Dec 29th 2023 at 1 pm local time and the receptionist said she would forward over the information but when asked to copy me on the email she refused to give me her name and hung up on me. The finance manager had promised me that he refund the dealership mark up and until this day has not given me any update or word on this specific situation on top of refusing to forward over to me the documents for the sale of the vehicles.

  

  Business Response

  Date: 01/25/2024

  Hello,
  
  I am reviewing this complaint. I'm trying to understand a few things about this matter. Did we sell you a vehicle from ** recently? I see a vehicle may have been purchased in May of 2022.

  Please let me know if this is what your are emailing us about.

   

  Thank you

   

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

  General Sales Manager

  Ken Garff **********************************

• Initial Complaint

  Date:12/28/2023

  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 was very happy with the purchase I made with my Toyota. When my car was purchased a 3 oil change package was also purchased for 149.95.
  I went in for the first service of Oil change and tire rotation at the 5,000 miles, I got told by the advisor an oil change was not needed at the 5000 miles only tire rotation. Tire rotation was made and got told to come back at the 10,000miles. I went in at the 10,000miles for the oil change. (First oil change used)
  at the 15,000 miles the oil light turned on and I took it again. (second oil change used) I had one more oil change left.
  when my vehicle hit the 25,000 miles the oil change light went on, I couldnt take it exactly at the 25,000 miles mark I went in 12/23/2023 and my vehicle was marking 27,000. ( i had one more FREE oil change left) I went in and the Avisor by the name of Pete A**** told me since i went over by 2000miles they couldnt use the last of the 3 oil changes I had already payed for. I asked him if I may Please speak to a supervisor or manager since it was not fair for me to pay again since I had one more oil change left. He stated I know you have a free oil change left but since you went over by 2000 miles you have to pay again another package. He was not very helpful. I did ended up paying another 149.95 dollars. This is not the way to handle the situation at all.

  

  Business Response

  Date: 01/09/2024

  *****,

   

  I am very sorry my staff handled this this way! This should have been an easy adjustment, I apologize.

  I can do one of 2 things, I can refund your money for the $149 you just spent but you can retain your oil changes. Or I will add on another another 3 services when your current contract expires - free of charge!

  Let me know and I will take care of this right away.

   

  Thank you,

   

  Anthony C*****, General Manager

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

  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:12/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I believe this dealer is scamming people out of money. They are selling a aftermarket warranty to consumers for used vehicles. Then write after the claim that the issue is hardly ever covered by warranty that out of pocket cost such as inspections cost money even if the truck is a day off the lot.

  

  Business Response

  Date: 12/29/2023

  In this case the extended warranty was never used because we couldn't find anything wrong with the vehicle, as noted in the documentation. The customer actually did ** there warranty on a prior repair visit saving them 1,300.00 

• Initial Complaint

  Date:12/20/2023

  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 purchased a 2022 *** 430i from this dealership, and my experience has been nothing short a nightmare. The finance manager, **************, urged me to buy a tire warranty, promising that I could cancel it a month later for a prorated rate w/o a cancellation fee. My calls to him go unanswered, and the promised cancellation is nowhere in sight. I even contacted the general manager who assured me that ***** will be processing my warranty. ***** has not contacted me by telephone or email...In an attempt to resolve this, I drove an hour to ******************, where I encountered a complete lack of cooperation. Despite other finance managers being present, none were able to assist me in canceling the tire warranty. This kind of deceptive practice and unethical behavior is absolutely unacceptable. Buyers BEWARE, as the dealership seems more interested in their bonuses than maintaining trust and integrity with their customers.

  

  Business Response

  Date: 12/21/2023

  Good morning *****, 

  As I stated in my email on 12/15/23 We processed your cancellation on the same day. Because it was canceled so quickly you will be receiving a full refund. Please feel free to email me directly if you have any other issues or concerns in the future as I will be able to respond to you much quicker that way. Have a great Holiday season! 

   

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

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

• Initial Complaint

  Date:12/18/2023

  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.

  My 2013 Kia **** was broken into. Service staff did not know how to handle submitting supplemental requests and submitted incorrect amounts. ***************** also made mistakes. Had to go down to service area multiple times to get service to work with my insurance company. Finally got everything straightened out after hours upon hours of my time to get dealer and insurance to work through the snags. Went to pick up vehicle 62days after initial break in and the car was horribly dirty (because the vehicle had been sitting there for 62 days) and would not start. Got the service people to jump my car, left property and the engine light came on tried to roll the window that they replaced and it would not roll down. Drove back to dealer and spoke again to the assistant manager. He told me the catalytic converter was bad and that is why the engine light came on. He got me a ride home and told me that I would get a phone call by end of day. I did not get a phone call by end of day nor did I get one the following day or the day after that. So at this point the vehicle repairs were made but we're not made correctly The car has already been paid for and is now sitting at the dealer once again. Called The following Monday morning and no one knew what was going on with my vehicle. I was told by the assistant manager that he was going to make phone calls to see if he could get some kind of discount for me because of the issues that I have had going to them for this repair. There is zero communication between the employees at Ken garff. So today I am told that the engine light is not an issue they cleared it and not to worry about it, even though it was a big problem four days prior. So the vehicle was paid and they kept it for no reason I guess. They told me that they would not give me any type of refund or discount and that they were sorry that the work was done incorrectly the first time and that it was a inconvenience. There is a lot left out because of the character limits

  

  Business Response

  Date: 01/03/2024

  I spoke with ************* Friday the 29th of December to discuss is issues she was having with vehicle as well on the concerns at the dealership with her  service. I offered her a few options and she said she would get back to me on Tuesday, but still have not heard back anything on what she would like to do.

• Initial Complaint

  Date:12/16/2023

  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.

  May of 2023 I purchased a vehicle and have had issue with the vehicle and the problem have not resolved and I was sold a lemon

  

  Business Response

  Date: 12/21/2023

  I am sorry to hear you are having trouble with your vehicle.  Please contact customer relations at ************ so that we find a resolution. 

  Thank you! 

• Initial Complaint

  Date:12/13/2023

  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.

  On 1/20/23, i bought a used 2020 ****** Corolla from ******************. While putting together financing, the sales rep named ***** informed me that I would get 6 free oil changes and tire rotations during the next 2 years because I had agreed to buy several extended warranties. The offer, he said, was valid nationwide at any ****** dealership I used 3 of the 6 oil changes in the next 10 months at CC ******. But in October, 2023, I moved to ******, ** As a result of driving across country, I needed my oil changed and tires rotated and made an appointment at ***************** (the local dealer) for December 11, 2023.When i arrived at *****, the Service Advisor ************************************* told me that the warranty had been sold out of a different district than his district and he could not guarantee the warranty would be honored. He spent several minutes on hold trying to contact the organization that had sold the warranty (called "VSA"). He was unsuccessful and told me he would have to charge my credit card $84.36 for the oil change and rotation.However he said I should contact VSA the next day for reimbursement. I did contact VSA on December 12 but they said they could not reimburse $84.36 but that I could contact ****************** (the dealership that sold me the extended warranties) and it would cancel the warranties and issue a refund.When I was transferred to "*****" at ******************, she said it showed no record of my having purchased 6 oil changes. Upon providing ***** the actual name of the document that had them, she said she would email me a form upon which I could apply for a cancellation. On December 13, there was no form in my email inbox ************************* and *****'s voicemail box was "full" and could not accept messages.****************** sold me warranties that *************************** cannot honor.VIN: ***************** ****************** needs to fix this problem by cancelling the warranties and issuing me a refund.

  

  Business Response

  Date: 12/14/2023

  Good afternoon, 

  After doing a little home work it looks like you purchased a nationwide *** Platinum contract , the *** protects against mechanical defects and repairs this contract does not cover oil changes. I would be happy to help cancel this warranty if that is what you would like, i just want to make sure you know what it is you are canceling. Please reach out to me directly and I will assist to the best of my agility

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

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

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

  We will be closing at 5pm today for our holiday party but I will be back in the office tomorrow morning at 8:30am have a great day. 

• Initial Complaint

  Date:12/11/2023

  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.

  Date: 03/31/2022 for ***** Patrol cost is $1,595.00 for Honda Accord Hybrid EX-L This ***** Patrol is supposed to help prevent ***** and help Recover + other incentives like identity theft.I bought another car, 2023 Sienna with ***** Patrol in June 2023 ($1,395). Since I already bought Theft Patrol with the Honda Accord, I thought the product is worth it. I bought the Theft Patrol again in good faith. (plus the dealer is forcing you to buy it)November 4, 2023 @10:30pm - my Sienna was missing from where I parked it. In that few minutes, I thought my van was stolen. I checked the ***** Patrol app right away if there was any notification. Theft Patrol normally tells me when the car/********** and when it arrive. This time - NO NOTIFICATION. About an hour later, we learned that the van was towed.November 6 , Monday - I called ***** *********************** to complain why I was not notified that my van was removed from where I parked it. They said notification will work if I used the key. I told them, someone took my van without my key, without my permission, and without my knowledge - is that not a definition of "theft" - they agreed but told me the Theft Patrol App will not help me on that situation. When I asked to cancel it, they told me to talk to the dealer.I spoke to ********************, they immediately helped me, cancelled my ***** Patrol, and refunded me $1,395.When I spoke to Honda of the Desert, I spoke to *********************** (Senior Sales Consultant), ******************* (Finance Director - very rude), *********************** (Sales Manager), and ********************* (General Sales Manager) - they all said "NO" - They can cancel the ***** Patrol, but will not refund me any amount. It does not matter how I explain - the same answer is said - "No Refund!"********************* - gave me the name of the General Manager, ***************************, but gave me a warning that *** will give it back to me and that his answer is still "No"He also reminded me that I bought a 7year/100,000 extended warranty - that I should not leave a sour taste to that unless I plan to sell the car soon. Was that a threat?For the record - I am complaining about the ***** Patrol product that both dealership are selling for all new cars (non negotiable). ****** helped me already. But with HONDA, I felt I was being bullied - and their final answer is NO REFUND.I would gladly pay for a working product - but i felt cheated because it is not what was promised.Please help.Respectfully,***********************

  

  Business Response

  Date: 12/29/2023

  We have contacted the customer and agreed to refund him his TheftPatrol.

  Customer Answer

  Date: 01/02/2024

   
  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.

  They removed the ***** Patrol device from my **************** Hybrid EX-L last December 22, I signed all the documents they asked me to sign, now I am waiting for the actual refund to post on my Honda Account (via CHASE)

  The funds was originally promised last December 28 - but until today, January 2, the refund has not posted to my account.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/22/2024

  The refund has now been issued.  We apologize for the delay. 

  Customer Answer

  Date: 01/22/2024

   
  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:12/07/2023

  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.

  Inquired about a price posted online. Got confirmation through Savannah a manager that contacted me. Spent 2 days driving and test driving vehicle. When paper work started the price was not honored. Even after confirming it with 3 different employees and online. These people are crooks.

  

  Business Response

  Date: 12/09/2023

  Our Computer system doubled the rebates for a brief moment.  I called the customer to explain and save his business but he did not answer. Additionally the notes say that he doesn't want us to contact him.

• Initial Complaint

  Date:12/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I acquired a vehicle from ***************** West ****************. During the financing process, the representative, ****, added extra features to the plan despite my explicit refusal. Subsequently, I questioned the additional charges, as I had declined services such as gap insurance. Initially, my credit was run for a Dodge Durango, resulting in a bank decline. I requested a credit check for a Dodge Charger instead. Upon the second attempt, the finance representative conveyed another bank decline. In response, I approached ******************** secured refinancing with a lower interest rate, and successfully obtained the loan. When I inquired about the denial from the dealership, the finance rep cited a higher interest rate facilitated through ******************** Services Inc.referring the lower interest rate offered by ******************** I transferred my loan. Upon settling the entire amount with ********* Services, which included the undesired extras added by the dealership, I engaged in a 35-minute argument with the dealership. I urged them to review the video footage from the signing office, where they refused, indicating awareness of the employee's fraudulent practices.After removing the unauthorized services, I have yet to receive a reimbursement of $5,242.59. The dealership contends that they paid the finance company, but when contacting the finance company, they assert never receiving the check. Despite the dealership's responsibility for charges added to the loan without my consent, they refuse to refund the money. To facilitate the loan transfer, I had to refinance the entire amount.In a recent conversation with the dealership on 12/06/2023, Finance Manager *****, upon learning of the fraudulent activity, became hostile, advising me to seek legal representation before they would consider any resolution. The dealership is unwilling to address the matter or provide assistance, even though it is attributed to the actions of their employee.very racist they are.

  

  Business Response

  Date: 12/08/2023

  We are sorry for any inconvenience the additional finance products that were added, they were later cancelled and the credit for the products was sent to ******************* who funded the original loan.  We understand that the loan was refinanced later at a credit union.  Stelantis would deduct the refund with the refinance amount, or they will be mailing a refund check to the customer.

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 20973846
  
  I am rejecting this response because:I am not satisfied with response  because i still have not received my check business suppose to followup i havent got any nswer even i tried calling them and leaving them message.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/10/2024

  I spoke to the customer, and we sent her a copy of the Check from Stellantis on 1/4/2024. The check was mailed out on 1/5/2024 per our Stellantis rep.