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:11/28/2023

  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 purchased a used 2021 Kia Telluride from Aloha Kia. They required me to sign registration documents prior to them being completed, failed to disclose that the car only had 1 key, and failed to complete a state safety inspection that was part of the purchase. We paid cash via a wire transfer from my bank Ally and finally received the registration paperwork from the dealership today in the mail. The registration incorrectly states that Ally has a lien on the vehicle which is not true as we paid cash via a wire transfer from Ally as stated above. All paperwork states this as well. Since purchasing the vehicle the dealership has stopped being responsive while I've been trying to get them to complete the state safety inspection (required by Hawaii state law), continues to drag out providing the second key, removed the registration stickers from the registration when I received it (required to be on the license plate), and failed to provide the title as required since I am now the owner of the vehicle with no lein.

  

  Business Response

  Date: 12/04/2023

  We have reached out to the customer.  Everything is being
  taken care of, we are waiting for the key and a release letter from Ally.

• Initial Complaint

  Date:11/27/2023

  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 8/30/2020 I purchased a used 2017 Ford Escape at Big Star Ford. Being concerned about a used car, the dealer assured me that a warranty plan provided by Big Star Ford and Cornerstone would cover any problems with the car. Attached is the Corner Stone warranty and the recent repair bill.
  On 11/10/2023 I took my car to Big Star Ford for service, and advised them of my warranty coverage. The Big Star service agent told me that the warranty company would only cover about a third of the repair cost. Big Star Ford sold me the car under false pretenses. I would have never purchased a used car there had I known that. The warranty was to cover 100% if the repair costs That is false and deceptive advertising.

  

  Business Response

  Date: 11/29/2023

  
  Thank you for reaching out to the Better Business Bureau regarding your recent experience with our Big Star Ford. We sincerely apologize for any inconvenience or frustration you have encountered.
  We understand your concern regarding the denial of your warranty claim for the worn motor mount and 4-wheel alignment. As you mentioned, the warranty you purchased is a powertrain warranty, which covers specific components within the engine, transmission, and drivetrain. The worn motor mount and 4-wheel alignment are considered maintenance items and fall outside the scope of coverage for this warranty.
  The covered items are clearly outlined in the warranty attachment you received. We encourage you to review this document carefully to familiarize yourself with the specific components and conditions that are covered under the warranty.
  We are committed to providing our customers with comprehensive and transparent warranty coverage. We strive to ensure that all warranty information is readily available and easily understandable. If you have any further questions or concerns regarding your warranty coverage, please do not hesitate to contact us.

  
  Sincerely,

  
  Big Star Ford

  Customer Answer

  Date: 11/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: you are not telling the truth,  the warranty was presented to me at time of purchase as a standard ford maintainer agreement and i  have attached the warranty with the areas highlighted  proving you are not telling the truth, i purchased my car with the  belief that my car is converted for engine and drive train failures. .motor mounts are part of engine block coverage . also alignment is necessary as part of you procedure. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 12/01/2023

  Thank you for your continued feedback and for
  sharing your concerns with the Better Business Bureau. I understand your
  frustration and apologize once again for any inconvenience caused. While we
  cannot cover the cost of these repairs under the terms of your current
  warranty, we are genuinely interested in helping you find a solution. I would
  be happy to discuss options and explore potential solutions, please
  feel free to contact me directly at ###-###-#### or ********************* to discuss your
  concerns further and explore any available solutions.

• Initial Complaint

  Date:11/17/2023

  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.

  Maintenance message came up 2 months after we bought a honda pilot. They told us when we signed the as is that maintenance had been done on the vehicle. That was a lie and the maintenance is over **** bucks worth when we took it to a honda dealer. Their response was to give us something comparable. What was comparable was a severe downgrade plus a **** dollar check or a car giving us a 121 a month car note. They even tried to sell us a vehicle for 81 a month that also had several maintenance issues. I feel cheated and lied to. We paid for a car i loved and now are selling back for a downgrade. They have mechanics so maintenance wont cost them, then they will go and sell it making money off us and another person. Deception is the name of their game in my opinion. We lost so much money.

  

  Business Response

  Date: 11/20/2023

  Contacted customer and resolved the situation. 

  Customer Answer

  Date: 11/20/2023

   
  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:11/15/2023

  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.

  Our situation would be considered by many as a straw purchase sales person told me I wouldnt qualify for financing and would need a co sign (girlfriend). Once we began to finalize all paper work is when they bait and switched us and made her the primary buyer and myself the co signer. We made it very clear through out the whole purchase that I was to be the primary buyer for helping repair my credit and me being the one who pays the bill for the vehicle. This situation took place on June 29th of 2023

  

  Business Response

  Date: 11/17/2023

  Could you tell us the name of the dealership from which you purchased the vehicle?  You may respond here or call customer relations at ************.

• Initial Complaint

  Date:11/13/2023

  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.

  I dropped my car off at West *********** on 10/11/2023 to have a dent repaired on my 2019 **** mustang. when I received my car back all the stuff in my back was pushed to the left seat my gas tank was empty and some if the accessories were removed. I called ******* at West *********** to let him know. He said he was sorry. on 10/28/2023 I went to get a Minky Couture blanket out of my trunk and it was not there along with 2 coats. I called ******* to ask him who he took my car to. I was not able to talk to ******* but I talked to ****, who was a manager. He told me he took it to caliber Collision and **** told me to talk with *******************. After talking with **** and ge1tting no resolution. I called **** back to let him know what was said. **** said he would call **** and talk to him and call me back. That call was on 11/6 and he has not called me back.

  

  Business Response

  Date: 11/14/2023

  *********************** brought her **** Mustang in for some repairs and ***** claimed while it was in our possession that we dented the car. We did the right thing and sent it to a local body shop that we use and do business with very frequently and they repaired the damage.  ***** then called me after she received her mustang back claiming there were items stolen from the vehicle. an expensive blanket and a couple of coats. One of which cannot be replaced. I spoke with the ** of the body shop, and he claimed that his establishment does not have any issues with employee theft and has refused any and all assistance in the matter. Ken Garff West Valley **** will take care of ***** financially for the loss of the stolen items. 

• Initial Complaint

  Date:11/07/2023

  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.

  My vehicle has been at this dealership since august. The service director personally gave me his word and advised he would resolve the issues at hand. My service director Ryan has not responded. My vehicle is at this dealership for a profesional second opinion to confirm workmanship error from another Hyundai dealership. I have provided everything that will assist the dealership in this process. I have two other professional opinions from two mechanics who have confirmed neglect and workmanship error from Hyundai Avondale. Hyundai corporate recommended that I work with a new Hyundai dealership to obtain the second opinion. My service advisor stated that this was escalated to Hyundai corporate to request an approval on the engine tear down to locate the workmanship error. After months without a solution I was told that Victor has confirmed this dealership will not cover the engine breakdown. This dealership falsely over promised and is under delivering. This dealership is refusing to honor their word. This dealership is refusing to assist me with the Hyundai warranty that comes with all parts and services rendered at a Hyundai dealership. The warranty covers 1 year or 12,000 miles. This dealership does not want to assist with warranty or the second opinions but continues to push for services that will cost me large amounts of money. There is an open Arizona attorney general complaint for the initial consumer fraud which occurred at Rodeo Kia who is now ken Garff Kia in Avondale. The service manager from rodeo Kia reassured me that their location in surprise who correct this wrongdoing. Victor has not followed up with me personally and has relayed all communications via Ryan. I have left Victor voicemails and emails with no response since August. This dealership claims my vehicle had a fuel leak which was causing the check engine light. The dealership did not focus on the initial problem. This company promises to “hear you” no one responds. I am being ignored.

  

  Business Response

  Date: 11/10/2023

  (HMA) Hyundai has declined tear down time.  *****, has declined tear down time as well. This job was originally done at Earnhardt Hyundai in Avondale if she wants it covered from the dealership she must go there (Earnhardt Hyundai Avondale). I have attached Hyundai's respond to the tear down and also our Text2Drive conversation. 

  Customer Answer

  Date: 11/13/2023

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

  there are no documents attached as advised. I am unable to understand the response. 

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

  

  Business Response

  Date: 11/13/2023

  Someone has to pay for the tear down time. (HMA) Hyundai has declined tear down time.  You can call Hyundai and appeal their decision at ###-###-####.  *****, has declined tear down time as well. This job was originally done at Earnhardt Hyundai in Avondale if she wants it covered from the dealership she must go there (Earnhardt Hyundai Avondale). I have attached Hyundai's respond to the tear down and also our Text2Drive conversation. 

  Customer Answer

  Date: 11/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The mission statement of Ken Garff is “we hear you”. After 2 months of no progress and over 2 weeks of no updates I filed this complaint. It took the dealership all of this time to properly notify me of something that could have been prevented. The general manager Victor refused to answer my emails or follow up on my voicemails. This dealership does not conduct business professionally nor as promised or advertised. These delays resulted in a total loss of my vehicle investment.

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

• Initial Complaint

  Date:11/06/2023

  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.

  Oct 23 I purchased a Kia ***** unknowingly hard to insure at a decent rate. I just wanted to be able afford vehicle and insurance.

  

  Business Response

  Date: 11/13/2023

  Customer had purchased a *** ***** and was having issues with finding an insurance company that would insure his vehicle at a reasonable rate due to the high theft of these vehicles. The dealer found that his vehicle needed to be sent to *** to have an update performed to help mitigate the ability to steal the vehicle, after this was complete, the quotes he was receiving could possibly be less. 

  The dealer offered the customer multiple insurance agencies to call and get insurance quotes, because the customers deal was finalized, we offered the customer the option to trade out of the vehicle.

• Initial Complaint

  Date:11/06/2023

  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 purchased a new RAV4 from Toyota of the Desert on 5/17/2003. At the time of purchase the dealer let us know the vehicle had only one key (electronic) but the other one would be sent within two months. At the end of two months we called about the 2nd key. We were told the Toyota key was still back ordered BUT we should call Toyota direct to fix the issue. We continued to call every month since then, even talking to the sales manager. They still recommend calling Toyota direct which we did but with no success.
  
  I didn't purchase the vehicle from Toyota, I bought it from Toyota of the Desert who promises time after time they will look into it but still have not resolved the problem let alone even call back after promising they would.
  
  The dealer is either deceptive or just too lazy to do their job. Two keys were promised, as all the new vehicles I've purchased have had. They have said time after time they would take care of th problem but have not.

  

  Business Response

  Date: 11/08/2023

  We are very sorry for the delay you are experiencing! Many many clients are going through the same thing. Unfortunately Toyota Motor Company shipped thousands of vehicles to dealers across the United States with only 1 key fob. Toyota's communication to us is that once parts are available and customers second fob's are produced, they will notify the customer directly. You should get notification via mail. The notification will tell you to go to your local dealer to pick up the fob. Initially we heard time frames of 2 to 3 months, but it is obviously taking longer! I apologize if our sales representative gave you information that made you think the fob would come sooner - I will address that with him!

  Once again, I am sorry this process is taking so long. We are truly at the mercy of Toyota Motor Company. I will certainly see if I can get any updates on all of this and reach back out to you.

  Sincerely,

  Anthony C*****

  General Manager

  Customer Answer

  Date: 11/08/2023

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

  The original complaint was not just about the key not being delivered but the complete lack of communication on the part of everyone at Toyota of the Desert. Everytime I called, the person I talked to (sales person or manager) told me they would look into it and get back to me. NO ONCE did they get back to me. No text, no call, no email. Absolutely no response. A little professionalism at the beginning would have worked nicely. Instead I got dead silence and lies (yes I will look into it and get back to you.) Never happened. It's too late for an apology now. But you might learn somleting about taking care of your other customers. I've purchased my last vehicle from you but you might do some damage control with youir other customers by acting a little more professional. (Act like you care even if you obvioiusly don't).

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

• Initial Complaint

  Date:11/01/2023

  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 paid for *************** its 3 oil changes 3 car washes and 3 tire rotations for free. Went to get an oil change, i have an Intoxalock so i had to wait there to start my truck when they needed me to. I waited for 2 hours and they call me back. I get my truck back and look over the receipt they gave me, says the preformed an oil change and rotation. I checked my tires and not one of them had been touched or rotated (i had curb rash on my pass. side tires and a broken valve stem cap). I confronted the technician and asked if he rotated the tires and he blatantly lied to my face multiple times before getting aggravated with me. I told him how i knew he didnt touch my tires and had evidence to prove he didnt to which he raised his voice and had to be distanced by another employee. On top of that i was instructed that i would need to start my truck for the employees. This technician had been putting his mouth and blowing in my breathalyzer the whole time, then complained to me saying he had asthma and said it was hard for him to get it started. I told another woman working that i wasnt okay with the service i had been provided then left. I called back an hour later and filed a complaint and was told i would hear back from someone and its almost been a month and they havent reached out to me once. It should be common sense that employees should not be putting their saliva and mouth on a clients belongings. Especially if that belonging is something the client also has to put their mouth on. In order to leave the business i had to inhale whatever saliva he blew into my Intoxalock.

  

  Business Response

  Date: 11/03/2023

  The customer came in for quick lane and had an intoxilock on his car.  He was asked to deactivate it or to stay in the dealership to start the car.  We do not have Tech blow into any device.  After the tech had completed the service.  He walked out with the ** to pass to the service advisor and **** walked onto the drive to inspect the tires. At that time, he noted that the rotation had not been done and that he understood that because he had a tire that was damaged in a certain way. **** did tell the tech that he believed he was lying, and **** returned to the garage. No altercation occurred.   The Service advisor and I have talked with the guest.  He explained the situation and I apologized offered to have his tires rotated and a free oil change in addition to what he had.  We are addressing the lack of integrity on the part of the technician internally.  

• Initial Complaint

  Date:10/26/2023

  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 had my vehicle repaired in the body shop for a front end collision repair. Unknowingly to me, they damaged my drivers door during the repair and it is now rusting out. GM won't cover it under my corrosion warranty since the door has been repaired, and the body shop won't honor their work because they say what they repaired on the door wouldn't have caused it to rust even though they admitted they cannot remember what they repaired on the door but have an internal invoice they billed to themselves for the repair. The service manager also told me he could tell it's been repaired and that it's a body shop issue not a GM issue, and now he, DR G****, is lying about ever saying that. I've asked to speak to their general manager twice, he is avoiding me and will not call me back or speak with me. I paid them $500 for the original repair, $45,000 for the vehicle.

  

  Business Response

  Date: 10/27/2023

  In 2018, a small repair was completed by the Body Shop (outer skin of the door).  In 2019, after an auto accident involving the customer, a larger repair was again completed by the Body Shop (all front end damage).  Recently the customer has been in with concerns with rust on the bottom of the door.  The vehicle is outside of the manufacture warranty by approx 12,000 miles and 2 years.  Due to the fact that it outside of warranty, we would need a GM representative to evaluate and review whether or not they can make an exception to repair the vehicle.  We are actively working (10/27) on getting a GM rep to visit our facility and look at this truck in an attempt to find a solution to the rust. As soon as we receive communication back from the representative, we will continue to be in contact with the customer to schedule an appointment.  We look forward to finding a solution to this problem ASAP.

  Customer Answer

  Date: 10/31/2023

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

  I have not heard any news about getting a representative to look at it. Larry H Miller ran my vin and sais my truck has the 6 year 100,000 mile corrosion warranty on it and it is still covered under that warranty, but since the dealership damaged my door & repaired it, GM wouldn't cover it since it's been repaired. 

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

  

  Business Response

  Date: 11/01/2023

  We have further discussed this situation with all parties involved and would like to set up a time for the General Manager, Service and Body Shop Managers to meet with Mr. ****** to see if we can come to an agreeable solution to the issue at hand.  Mr. ****** can reach out to DeR G***** or Brent P***** @ the dealership to make an appointment for the review. 

  Customer Answer

  Date: 11/02/2023

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

  Hello,
  
  Considering the events that have happened to lead up to this point, I don’t feel comfortable with that. I would prefer a resolution to be made amongst the 4 of them and reported back through BBB so it is documented. I don’t have the money to go in on a ‘deal’ to fix it. It seems the agreeable outcome here on my end is, fixing the issue that may or may not have been a result of improper body work, there’s varying opinions on this, but regardless the damage the dealership did & repaired caused it to be illegible for warranty repair otherwise Larry H Miller would have done a warranty claim on it as they saw no other reason it wouldn’t be eligible for it.
  
  Thanks, 
  -**** 

  

  Business Response

  Date: 11/20/2023

  Not sure in what direction to go from this point.  We requested to meet with and review the situation with our Management here at the dealership and Mr. ****** to see if we can come to a resolution.  Without the cooperation from Mr. ****** to meet with us, not sure what the next step would or should be from this point forward.  We feel that to be able to meet and discuss the situation is a reasonable request.

  Customer Answer

  Date: 11/24/2023

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

  After being lied to & ignored, I didn't feel comfortable meeting with you all as you guys really haven't felt like friends, rather foe's with this whole issue. If you want to call that not co-operating, so be it. But I could equally make a statement regarding your efforts in helping me this far thus filing a complaint with BBB. With that, I felt it might be best for my well being to be handled amongst the management there and a resolution could be provided through here. Since that is seemingly not possible, I left a voice mail with DR at the beginning of this week saying I would like to schedule the meeting, and never heard back. It is now Friday, I got a hold of Brent, who will figure out when we can meet when the GM is back on Monday. 

  -****