Complaints
This profile includes complaints for Ken Garff's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 476 total complaints in the last 3 years.
- 205 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/20/2023
Type: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 Hyundai Tucson XRT at the dealership on October 3, 2023. My sales person was named Bullet Bob. I traded in a 2020 Toyota Corolla and $22,000 in cash for the vehicle. The window sticker indicates a tow hitch and wiring harness are included with the vehicle. Neither was installed on the vehicle, nor were they provided otherwise.
When I discovered the items were missing, I called the dealer. I was out of state and the dealer advised I go to a different Hyundai dealer to have them resolve the issue. This did not work. The other dealer basically claimed they did t have time to deal with another dealers problem. When I came back into town I called and Spoke to Andrew (sales Manager?) who said the service manager would call me. I waited three days for a call. Nothing. On the fourth day I called and as Andrew was out spoke to the used car manager who finally was somewhat sympathetic to my plight. He made calls that Hyundai and called me to bring the car in for a photo. I drove down that day and they took a photo. Nobody gave me information, as to when I’ll have satisfaction. Nobody has called since. I have called but managers do not take phone calls, they simply put you to voicemail or they say they are transferring me and a voice mail answers. The wall of silence is deafening. The dealership needs to make me whole. So fast to grab my keys and take my hard earned cash and then abandons the customer. I’m highly disappointed.
Business Response
Date: 10/23/2023
Hello *******,
Thank you for taking my phone call and as I stated... the tow package and harness should've been installed during the build of your new 2024 Tucson. Hyundai stated to us that the tow package for this model is currently on back order with an estimated date to rectify of 11/15/2023. Hyundai reiterated that the date provided was an estimate, however I can assure you that as soon as we no more, or have your promised equipment, we will contact you and install asap. As I said, you now have my information so please contact me if you have any questions throughout this process.
Thank you,
Scott P*****
General Manager
Ken Garff Hyundai
Initial Complaint
Date:10/20/2023
Type: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.
HONDA OF THE DESERT, ****************** and salesmen DAVIAN and *********************. ***** ABUSE. UNFAIR DECEPTIVE ABUSIVE ACTS AND PRACTICES. PRICE GOUGING. ON 10/19 - DAVIAN AND ********************* added $6K in unwanted service contracts to my lease buy-out. When I had to fight to have them removed - I was asked to take my business to HONDA CORPORATE because they would not make enough money on my lease buy-out to make it worthwhile for them. They refused to remove $149.95 oil change service contract because ****** said there are staff salaries at HONDA OF THE DESERT that need to be paid. UNLESS I KEPT $149.95 service contract they would not process my lease buy-out. HONDA OF THE DESERT, **************, **, DAVIAN, and ********************* will only work with you if you are leasing, financing, or buying unnecessary service contracts that have higher profit margins. IMAGINE GOING TO HONDA OF THE DESERT TO BUY A CAR??? you will railroaded into the highest margin vehicle and sold unnecessary service contracts because DAVIAN, ********************* and HONDA OF THE DESERT make more money from you.Business Response
Date: 10/27/2023
We have contacted the customer and resolved the issue.Initial Complaint
Date:10/19/2023
Type: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 was put in the service department @ Texan GMC and a ticket was officially opened on it on 5/8/2023. It was diagnosed to have a bad transmission control module and wiring harness that goes to the transmission. I was told the parts would have to be ordered because they were on back order. I have made several phone calls to the parts manager Hal @ Texan GMC and the service department to get some kind of an ETA of when I could get my truck back and there has been absolutely no communication on when these parts may arrive. I have sent 2 emails to the CEO of GM Marry B***** office who has been no help to me either as to a solution to my problem. I would like someone to reach out to me with a solution and a date as to when these repairs can be made. I am still paying car insurance on a vehicle that's not even in my possession or drivable because of this $600.00 electronic transmission control module. If GM can't provide a TCM that was used on these model trucks from 2008-2015 GMC 2500 Duramax Denali diesels, then can they upgrade my truck to a newer Alison transmission that does not require this specific TCM to operate it?Business Response
Date: 11/07/2023
This
vehicle has been repaired. We did not charge him for the TCM which was on back
order, eventhough GM said they would not assist due to age of vehicle. The
assistance was provided at a dealer level.
Customer
picked up about 2 weeks ago.
Lazaro
R*****
Service
Director
Texan
BUICK GMCInitial Complaint
Date:10/18/2023
Type: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 is falsely adversely that they “Hear you” in that for the past four months and dozens of calls to include in person visits their finance office staff continues to ignore any simple request to cancel an extended warranty. This doesn’t include the dozens of calls to the former lien holder AND the extended warranty company itself. Ken Garff fails to “hear you” when they sent in the wrong cancellation data when it was clear what can and cannot be canceled and continue to this day not “hear me” when I have left notes or messages at their receptionist to give the finance office or left voice mail messages. Their finance office will not “hear me” as I left almost a dozen voicemails and why are they voicemails because they don’t want to “hear you” when I am transferred to the finance office phone and it will ALWAYS go to voicemail and only once or twice MIGHT have returned a response to my important request but only daaaays after I reasonably gave they time to respond. Audi in Lehi operated by Ken Garff is the biggest offender in falsely advertising that somehow Ken Garff “Hears you”. They “ignore me” regarding this specific issue and the service department but that’s a separate issue. This is why a few months back we bought a BMW and avoided Ken Garff. I can’t believe being marked up 10,000 on a car would lead to me having to go through so much stress and emotional damage. They have the document that was incorrectly written and Kornerstone has been trying to fix it but Ken Garff doesn’t seem to “hear them” also.Business Response
Date: 10/23/2023
I am sorry to hear that our teams communication was not good. We appreciate the feedback and will use it to improve. We did receive your request and canceled GAP and cut
a check ***** to US Bank on 07/31/23 for $718.45. It cleared on 08/08/23. There was an issue with the Enhanced shield contract that we had to work through. Once that was taken care of we then canceled
Enhanceshield and cut that check ***** TO US Bank on 08/24/23 for $1336.54.
That check cleared 09/06/23.Customer Answer
Date: 10/27/2023
Complaint: ********
I am rejecting this response because Ken Garff refuses to hear me refuses to solve the problem. They are making me try to solve this problem for them with US Bank. As of right now they just push email and docs to me to solve this horrible experience. I am suffering here emotionally and now am even more emotionally damaged and they will not even call US Bank or do whatever to just get it done. Hey Ken Garff, hear me now, I request a cancellation, I sign the cancellation paperwork, I get my pro-rated check in the mail. You and US Bank do the REST. Do you hear me now???? You don’t tell me here is a doc and I have to do YOUR JOB!!!!
Sincerely,
****** ***********Initial Complaint
Date:10/17/2023
Type: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 brand new car February 2023. The car has been having engine issues 2 weeks after purchase and the dealership is not providing an acceptable resolution. The service is terrible at the dealership as we have been given numerous excuses that doesn't make sense for a brand new car and it doesnt seem like the issue has been reported to the manufacturer.
On top of that, after the last engine check appointment. We picked up the car with a broker windshield and the dealership refuses to fix it even though it broke while the car is in their care.Business Response
Date: 10/19/2023
We understand the customers frustration with the vehicle and it is our goal to get the issues resolved to the satisfaction of all parties. When the customer originally brought his vehicle in due to a low oil light we performed an oil consumption test. The vehicle passed this test as it was within Volkswagen guidelines. We topped of the oil based on the results of this test. Customer is stating they are still having to add oil monthly and we have reached out to VW Quality Technical Manager to look into the issues the customer is having with the vehicle. He is available to come out to the dealership on Wednesday, October 25th to inspect the vehicle. We will provide transportation to the customer while the vehicle is being inspected. We will perform any repairs necessary as approved by Volkswagen of America.
We did inspect the vehicles windshield from a picture provided by the customer and found that there was a small chip in the windshield on the passenger side bottom where the crack generated from. When there is a chip in the windshield, even a small one, high heat and sometimes a vehicle rinse may cause the windshield to crack. In addition, we sent the picture of the cracked windshield to a third party glass company and they determined that the chip was the source of the crack.
We are willing to assist in any way we can to find a resolution and are currently waiting to hear back from the customer as to his availability on Wednesday, October 25th.
Customer Answer
Date: 10/25/2023
Complaint: ********
I am rejecting this response because: the windshield broke while the car is in for a maintenance
Sincerely,
******** **********Business Response
Date: 10/26/2023
The customers vehicle had a chip in the windshield prior to when it was brought into the dealership for maintenance. When there is a chip in the windshield a crack can form due to excessive heat. When the customer brought the vehicle in on October 25th she acknowledged that they had a different vehicle in which a crack had developed due to a chip. This is not an uncommon occurrence in Arizona and the dealership does not believe we are responsible for the crack in the windshield due to the pre existing chip and this was confirmed by a 3rd party glass company.Initial Complaint
Date:10/16/2023
Type: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.
Ken Garff KIA has had my car for over one month. Here is the final insurance quote. Went to pick up on the 14th when Justin said it would be done and the job was incomplete. As inspecting the car I notice the inside of the rear passenger side had not been covered until after a storm and the inside had water damage. They still have my car and have not returned it to me in a condition you would expect. Manny stated if there was any weather damage from it being in their lot it would be taken care of. Black trim piece was never replaced as stated in the quote. I have also reached out to Mike S****** General Manager without any response.Business Response
Date: 10/17/2023
Hi my name is ******* I'm the service manager here at ken Garff kia of Avondale, the reason the repair took so long is because parts were on national back order from kia. My service advisor Manny G***** has been in contact with ***** through this whole process. We do have approval from his insurance however we still haven't received the check from his insurance. we also gave Mr. ***** a free oil change and a full detail for his inconvenience. Please let me know if you have any questions.
Thank you,
Customer Answer
Date: 10/17/2023
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:10/09/2023
Type: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.
Bait and Switch
Website earlier today stated they had a 2024 Hyundai Kona Limited, Atlas White
VIN: ***************** and they do not have this vehicle, now the website states in transit, which means they do not have it.Business Response
Date: 10/17/2023
I just spoke with her
and explained how our filters work on the website and how the manufacturer can
delay vehicles in transit as well. I did thank her for giving us an opportunity
to earn her business. She is still in the market, and I told her I would keep
an eye out for one when it comes in.Customer Answer
Date: 10/18/2023
Complaint: ********
I am rejecting this response because: Bait and switch is still a practice that occurs in Texas, "In Transit" vehicles also need to be kept off the web pages if a vehicle is not in
fact "In Stock" . It's tricky and misleading information. Just stop doing it, period. So, it needs to be pulled from their website even if it states "In Transit" . The wording "In Transit" on dealerships website just need to be taken down all vehicles with "In Transit" removed from their web pages, because that vehicle is not on their lot. So it's just another, in fact, "Bait and Switch" to bring someone to the dealership for which the consumer might then buy something they did not want. So, that is still misleading and for which the State of Texas should fine these car dealerships.Sincerely,
********* ****Initial Complaint
Date:10/05/2023
Type: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 vehicle from Ken Garff West Valley Ford with an extended warranty and 3 oil changes for $2,129.95. The dealership never activated the warranty or provided the 3 oil changes. Whenever I try to contact the dealership, they either have an excuse or refuse to communicate.Business Response
Date: 10/09/2023
To whom it may concern,
The General Manager will work with **** to resolve this issue. **** will receive a full refund or a service contract in equal or greater in coverage. **** has already purchased another maintenance package and a refund will be extended for the expired maintenance services that were part of the original car deal.
Initial Complaint
Date:09/28/2023
Type: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 *** for a brake pad change, I turned in the *** to ******* and asked her the price. She responded with "around $220.00" I said ok and left the dealership. Upon calling to pay for pick up of my ***, I was told the price was now $623.00. I asked why and she said there was other work done to the ***. I spoke with ***** the Service Manager the next day and she said she would listen to recording to see what happened , she came back the next day and said that I was told the price upfront. When I said no ******* quoted me $220.00 and if there was something else wrong with my *** before the work was conducted I was supposed to be called and give my permission to work on the ***. She placed me on hold then hung up. I have been calling each day and leaving messages and she has not called me back.I am asking for the ****** back that I over paid because they were holding my *** without release until I paid.Business Response
Date: 10/09/2023
I sincerely apologize for this issue and plan to fully resolve it quickly. Please feel free to contact me directly at ************ or via email at **********************************. *********************** General Manager Northwest CDJR.
Thank you for this opportunity to serve you.
Customer Answer
Date: 10/11/2023
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,
Triz *********Initial Complaint
Date:09/20/2023
Type: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.
On 08/08/2023 I purchased a car from them and now my temp tag is expired and they have not given me my plates yetBusiness Response
Date: 09/25/2023
****** picked up his plates on Sept 22, 2023.Customer Answer
Date: 09/25/2023
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,
****** ****
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