Complaints

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

close

Find a Location

Ken Garff has 80 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:05/29/2025

  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 took my car into Ken Garff ****** of Riverdale for service. After looking at it they stated they would not honor the warranty because there was structural damage. The vehicle was not involved in any accident. They won't fix the vehicle after I paid an extra $6 k for a warranty.

  

  Business Response

  Date: 05/30/2025

  I have spoken with the customer and the issue has been resolved. 

   

• Initial Complaint

  Date:05/28/2025

  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 2020 Ford Explorer ST to Big star ford in manvel on Thursday, May 15 2025, due to a low oil pressure warning. The vehicle was still running and drivable when I dropped it off.
  Was told a 24-72 turnaround for diagnostic.
  13 days later the dealership told me the oil pump failed, and after further diagnosis, the engine had seized and can no longer run — while still in their possession.
  
  I requested documentation of the diagnostic steps, technician notes, or ***estamps — but received nothing. I took this to the General Manager *** and had no help from him, so I escalated to Ford Customer Care, who contacted the dealership and confirmed they also could not provide any service records or written details.
  
  Despite this, the dealership is now trying to charge me almost $11,000 for a full engine replacement. I should not be responsible for the cost of the engine, which failed while they had control of the vehicle and provided no proof of proper handling.
  
  I am willing to pay a fair portion of labor costs, but not for the engine itself. It ran before I dropped it off and a $205 diagnostic fee, which was a bad oil pump, turned into an $11,000 engine failure replacement cost.
  
  Ford issued me a case number: I’ve also filed a complaint with the Texas Attorney General’s Consumer Protection Division and am documenting all records and communication.

  

  Business Response

  Date: 05/29/2025

  
  
  
  Response to BBB Complaint ID: 23390217
  Big Star Ford acknowledges the complaint filed by Mr. ******* regarding his 2020 Ford Explorer ST and the disputed engine replacement costs. We understand Mr. *******'s frustration with the situation and the significant expense involved. However, based on our findings, Big Star Ford respectfully denies responsibility for the engine failure.
  Upon inspection of Mr. *******'s vehicle on May 15, 2025, the day after it was serviced at Take Five Oil Change, our technicians discovered metal in the oil filter. This is a critical finding that indicates a pre-existing and severe internal engine issue, which ul***ately led to the engine seizing. This damage was present before the vehicle was left in our care and was not caused by any actions taken by our dealership during the diagnostic process.
  Furthermore, a review of CarFax records reveals a pattern of recent oil changes at Take Five Oil Change:
  111,876 miles on October 3, 2024
  121,786 miles on December 31, 2024
  132,623 miles on May 14, 2025 (the day before Mr. ******* brought the vehicle to us)
  The vehicle accumulated 136,781 miles when it was brought to Big Star Ford with a low oil pressure concern. The presence of metal in the oil filter at this mileage strongly suggests a progressive internal engine problem unrelated to our handling of the vehicle.
  While we regret the ***e it took to fully diagnose the issue, the engine failure was a direct result of the internal damage evidenced by the metal in the oil filter. We acknowledge Mr. *******'s concerns regarding communication and the diagnostic process.
  Based on the evidence, Big Star Ford cannot accept responsibility for the engine failure or the associated repair costs. We believe the engine failure was due to a pre-existing condition, not any action or inaction on the part of Big Star Ford.
  
  
  

  Customer Answer

  Date: 05/30/2025

  
  
  Complaint: 23390217
  
  
  
  I am rejecting this response because:

  When I was first informed of the engine failure, there was no mention of metal shavings in the oil filter. It was not until a day later that I was told about the alleged metal shavings. This delay in disclosure raises significant concerns about the ***ing and validity of the inspection findings.

   

  Additionally, despite multiple requests via text for updates on the diagnostic process, I was not provided with any documentation — no ***e-stamped photos, technician notes, inspection steps, or any other supporting materials — that would verify when the metal shavings were allegedly found or what procedures were followed. When I came in may 28th again and spoke with the service advisor asking for documents. I was given nothing..

   

  Furthermore, I was initially told that the oil pump had failed. However, it appears that the dealership continued operating or testing the vehicle after identifying the oil pump failure, which may have directly contributed to the engine seizing. This raises significant apprehension about the handling of my vehicle while in the dealership’s care.

   

  It is also worth noting that the Carfax oil change history presented is incomplete. I am currently gathering additional service records and oil change documentation directly from my mechanic to provide a more complete maintenance history of the vehicle.

   

  Given the lack of transparency, delayed communication of key findings, missing documentation after my repeated requests, and potential mishandling of the vehicle, I have serious concerns about whether the issue was properly and promptly identified, or whether further damage may have occurred while the vehicle was under the dealership’s care.

  At this point, I am simply seeking accountability and fairness in the handling of this situation, and will continue to pursue all available avenues to resolve this matter appropriately.

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

  

  Business Response

  Date: 06/02/2025

  
  
  Re: BBB Complaint #23390217 - ******* *******
  Big Star Ford acknowledges Mr. *******'s rejection of our previous response and his continued concerns regarding the engine failure of his 2020 Ford Explorer ST. We understand this is a frustrating situation; however, we stand by our assessment that Big Star Ford is not responsible for the pre-existing damage and subsequent engine failure.
  Pre-existing Condition and Engine Failure
  Upon inspection of Mr. *******'s vehicle on May 15th, 2025, our technicians immediately identified metal in the oil filter. This finding, made the day after the vehicle was serviced at Take Five Oil Change, is a definitive indicator of a pre-existing and serious internal engine issue. The presence of metal shavings signifies that the engine was already experiencing catastrophic internal wear, which ul***ately led to its failure. This is not a condition that develops due to diagnostic procedures.
  Furthermore, per Ford programming, the low oil pressure warning light illuminated on May 13th. Despite this critical warning, the vehicle was driven an additional 440 miles before being brought to Big Star Ford for diagnosis. Driving a vehicle with a known low oil pressure condition, as indicated by the warning light, can exacerbate existing internal damage and directly contribute to engine seizure.
  Diagnostic Process and Documentation
  We understand Mr. *******'s concerns about communication and documentation. While we regret any perceived delays in fully explaining the findings, the primary diagnostic finding — metal in the oil filter — was a clear indication of a pre-existing internal engine failure. Our technicians prioritize accurate diagnosis, and the confirmation of metal in the oil filter was the critical finding. We are reviewing our internal procedures to ensure all documentation is provided promptly upon request. However, it's crucial to reiterate that the core issue was a pre-existing engine problem, not something that occurred during our diagnostic process.
  Regarding the initial mention of an oil pump failure, this can often be a symptom or consequence of broader internal engine issues. The presence of metal shavings points to a more fundamental and widespread internal breakdown, which would inherently affect components like the oil pump. Our diagnostic process aimed to identify the root cause, and the discovery of metal in the oil filter clearly pointed to severe internal engine damage.
  Vehicle Handling and Responsibility
  Big Star Ford's role was to diagnose the vehicle's issues as presented. The internal engine damage, evidenced by the metal shavings and the vehicle being driven for 440 miles with a low oil pressure warning, occurred prior to the vehicle arriving at our dealership. Our diagnostic procedures would not cause an engine to fail in this manner.
  While we sympathize with Mr. *******'s situation, the evidence strongly indicates that the engine failure was a direct result of significant pre-existing internal damage and the continued operation of the vehicle after a critical warning light illuminated. Therefore, Big Star Ford cannot accept responsibility for the engine failure or the associated repair costs. 
  
  
  

  Customer Answer

  Date: 06/03/2025

  
  
  Complaint: 23390217
  
  
  
  I am rejecting this response because:

  Thank you for your response. To clarify, my vehicle was running when I dropped it off at the dealership, and the catastrophic engine failure occurred while it was in the dealership’s possession. Given the circumstances, the lack of documentation or communication — despite my repeated requests for updates through text messages — and the delay in informing me regarding what steps were taken, what inspections were performed, and when — and the fact that I was not informed until after I was told the engine had already failed — I have reason to believe the dealership’s handling contributed to the failure.

   

  In the interest of resolving this matter promptly and professionally, I am open to discussing a possible resolution.

   

  I understand the dealership has quoted $10,857.30 for the replacement engine and labor. Given the situation, I believe a reduction in the quoted cost is warranted and would like to discuss what adjustments can be made. If I decide to move forward, I would respectfully request copies of all diagnostics, repair records, and documentation related to the replacement engine and work. I would also like confirmation of whether the new engine comes with any warranty coverage, and if so, the specific terms.

   

  I believe the lack of communication, documentation, and transparency falls under a violation of the Texas Deceptive Trade Practices Act (DTPA), which is designed to protect consumers in situations such as this.

   

  I would prefer to resolve this matter without escalation, but I am fully prepared to assert my rights if necessary.
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 06/05/2025

  Big Star Ford Attn: BBB Resolution Team RE: BBB Complaint
  ID#23390217 –
  ******* *******
  Dear BBB Dispute Resolution Team,
  Big Star Ford acknowledges Mr. *******’s continued rejection
  of our response and his persistent concern regarding the engine failure of his
  2020 Ford Explorer ST however we must firmly reassert that the extensive damage
  to his vehicle’s engine occurred prior to it being dropped off at our facility.
  The data we have pulled from the Ford system supports this, and therefore Big
  Star Ford is not responsible for the ul***ate engine seizure. Despite Big Star
  Ford not being responsible for the current conditions of Mr. *******’s explorer,
  and as a gesture of goodwill to foster a potential resolution, we are willing
  to offer a final repair cost for his consideration. This offer is made purely
  as a sign of goodwill and in no way implies any admission of responsibility for
  the vehicles’ pre-existing damage or subsequent engine failure.
  We will prepare a detailed final repair cost for the engine
  replacement and submit it directly to Mr. ******* for his review. Upon
  receiving his response to this offer, we will either move forward with the
  agreed-upon repair or leave it to Mr. ******* to proceed as he deems fit.
  We look forward to Mr. *******’s response to our offer of
  goodwill.
  Sincerely,
  Big Star Ford

• Initial Complaint

  Date:05/24/2025

  Type:Order 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.

  Extremely insensitive towards veterans. I was gouged here pretty bad and the general manager did it with a smile on his face. He proceeded to call me a tough guy so we exchanged some words which I regret but he was pushing me pretty hard. I will be reporting these guys for predatory and unethical practices. If you are a Soldier or a leader of Soldiers please don’t let them come to this place ! I leased a car here, needed to get rid of my lease. They make it virtually impossible to buyout and then resell the vehicle. Long story short they made me pay $6241 on top of the $4800 I’ve made in lease payments just to drop off the vehicle that was less than 10 months old. I understand it’s on me for signing the lease. I asked if they could help me out and let me pay $3-4k out of pocket but their greed held strong. I feel absolutely swindled by these guys. Apparently the”GM” is new, I’m sure treating people this way results in a high turnaround of employees and management. They gave me $30k for a vehicle that was KBB Trade -In value at $34k . They absolutely took advantage. Stay away!

  

  Business Response

  Date: 05/28/2025

  Mr. ****** came into Aloha Kia on Friday, May 23, and asked us to put a value on his Telluride as he was going to turn it back to Kia just over two years before the lease reached maturity. A lease is not a simple interest contract; therefore, Kia would collect all remaining payments and interest on the lease to turn it in early. 
  We extended an offer to Mr. ****** for his vehicle, which he was free to decline and sell elsewhere. Mr. ****** then decided to sell the vehicle back to Aloha Kia and pay the difference between the payoff with Kia financial and the wholesale value. 
  As the transaction was being processed, Mr. ****** was starting to become rude and disrespectful to the employees he was working with. As I could hear this from my office, I walked into the office he was occupying and offered to refund his money, and he would be free to take his vehicle elsewhere to sell. Mr. ****** declined my offer to refund his money. 
  Mr. ****** then asked if I was a veteran, as he had noticed the pictures of me in Iraq hanging on my wall. Mr. ****** then began to disrespect the time I spent in the army and that of all veterans in general who spent time in Iraq and Kuwait. The best line he said to me was ( I hope you die on Christmas morning in front of your kids). Mr. ****** then left the dealership with copies of his vehicle transaction.
   I am not aware of Mr. ******'s situation or the reason he chose to terminate his lease 26 months early, and I can only wish him the best in the future.
  
  ***** *****
  GM

  Customer Answer

  Date: 05/30/2025

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

   

  I didn’t ask if he was a veteran. I said they usually treat veterans well in Texas where ***** ***** was previously living. He then brought up “Well I am a veteran.” I then asked what he did in the armed forces , to which he responded : I was an *** * ***********). Then I asked which years he was in. He responded that he was in from *********. I rashly lashed out and commented : oh so you guys didn’t do much back then. He took offense to that and started rattling off his deep involvement in the 42 day Iraq War and Panama. I am curious to see which of these operations he was actually involved in and if he wants to provide his ERB that’d be great to see as well. I’ll be happy to thank him for his service again if he can provide that. Please note that I am not condoning my anger , I have since reached out and apologized via voicemail as Mr. ***** didn’t answer his phone.  I didn’t see any pictures up in his office, nor did I care as I was angry at this point. I wasn’t coming after any veteran, I was coming after a crooked managers poor treatment of a veteran, to which he responded with nothing but bringing up his own service, as if that absolves him from any mistreatment towards me. His first rebuttal to his poor treatment of Veterans was to get in my face and say he was a veteran and call me a tough guy. . I don’t expect this l guy to apologize or accept any responsibility, as I have seen toxic men like this before. He clearly uses his “service” as an advantage to rope people in. I respect Iraq war veterans, I do a lot for fellow veterans at the VA, but if any of those veterans treated people the way Mr ***** does I would be angry with them as well! I proceeded to dig a little deeper and saw many *********** ********** ****** ** ** ******* ********* I am not a Muslim , but I am a brown man with a beard. I experienced this type of racism while I served in The Army and it was a very familiar feeling when Mr ***** got in my face and called me a tough guy. Since he is not even willing to apologize I will be bringing all of these concerns up to Kia and to the VA. I believe this dealership should be placed on a list that warns veterans and active duty Soldiers on how they treat people and the racist postings of the GM. I apologize for my behavior that was inappropriate. I apologized to the finance manager and my old salesperson immediately after leaving. I struggle with my own anger issues, and it’s even harder for me to control when provoked in this way. I even broke down and apologized via voicemail to Mr ***** . But I will not give up on the fight against toxic men driven by racism. He can hide behind a lot, however his Facebook posts are fairly revealing and should be looked into by his employer. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:05/22/2025

  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 have already purchased 1 vehicle from this dealership last year. I had a great experience. Everything about the purchase was exceptional. I tried getting ahold of that same person to purchase another vehicle. The day that I called was their day off. Since I'm in no hurry, I said that I would call tomorrow. I finally got ahold of tge person and told them what I was looking for. All of a sudden I was now getting phone calls from a ****** ******. I continued asking about my original sales person but Mr. ****** wanted to take over. A couple days ago, I called and had a verbal conversation with my original sales person again. I explained that I only wanted them to help me and not Mr. ******. I've already had 1 dealership run my credit multiple times to get an approval and hurt my credit. I had already informed my original sales person that I only wanted my application to be sent to kia finance. On 5/21/24 ****** ****** was answering text message that I sent her. I was lead to believe that I was communicating with my original sales person but it was actually ****** ******. I called the dealership and I was told she was not in. Then I get a phone call from ****** ****** confirming that my original sales person was not in. His tactics to get me in the dealership were unacceptable. A hard inquiry on my credit is not acceptable because I'm not going to buy anything from them because of being mislead and a victim of sneaky sales tactics. I need for them to contact all credit agencies to remove their credit inquiry. Not only that. We agreed upon a price and ****** ****** said that his general manager couldn't do that price... that was after I commented the full credit application.

  

  Business Response

  Date: 05/30/2025

  Thank you for bringing your concerns to our attention. We truly value your previous business and are sincerely sorry that your recent experience did not meet the same high standard as your prior vehicle purchase with us.
  First and foremost, we would like to apologize for any confusion or miscommunication regarding the involvement of additional sales personnel. It is our standard practice to ensure that our customers receive prompt and professional service, even if their preferred salesperson is not available at the time of inquiry. However, it is also our policy to respect customer preferences regarding representation, and we regret any instance where this was not upheld to your satisfaction.
  With regard to the credit inquiry, we understand and take seriously your concerns about unauthorized or excessive credit checks. We are actively investigating how your application was processed and which financial institutions were contacted. We are also reviewing whether a hard inquiry was submitted without full consent, and if so, we will take appropriate action, including working with the involved lender(s) to request removal of the inquiry from your credit report.
  Furthermore, we apologize for the frustration caused by the pricing conversation and the final terms differing from your initial agreement. While our management team must occasionally review and approve pricing prior to finalization, we acknowledge that any changes should be communicated transparently and in a timely manner.
  Please be assured that we are committed to resolving this matter professionally. We would welcome the opportunity to speak with you directly to confirm the details of your experience and take steps to make things right.
  To assist in resolving your credit inquiry concerns, we kindly request the following:
  A copy of your credit report showing the date and agency where the inquiry appears.
  Written consent to allow us to contact the credit bureau and the finance institution on your behalf.

• Initial Complaint

  Date:05/16/2025

  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 am currently considered disabled and have minimum income, I took in my truck in for service and was told some sensors were bad and was charged $3500. I paid the $3500 they kept the truck for a few days and when I picked it up the side rear-view mirrors and my a/c unit had stopped working. When I took it back in they admitted fault and liability by repairing the mirrors and attempting to fix the a/c unit, however they were only able to fix the mirrors and after two visits I was told they can't fix my a/c due to wiring issues. I never took the truck in for a/c or mirror service as both were working fine and I don't understand why they would try to fix something that was working fine and had no issues leaving me now with no a/c unit in a Desert City where it easily gets over 115 degrees in the summer. We have tried multiple times (at least 6 times) to reach out to the dealership left messages for the service director, director of customer relations and the general manager with no call backs. We even got Toyota Corporation involved and they left multiple messages as well and nobody has called us back. At this point I am looking to see if I could get the money back spent at the service department in order to get my a/c unit repaired. This dealership has horrible customer service and it is disappointing to know that nobody can care enough to give us a call back, just because they don't want to deal with a serious issue.

  

  Business Response

  Date: 05/28/2025

  *********

   

  I am very sorry about your experience. I will be reviewing the repair order with Toyota and my Service Director this afternoon. I'm certain we can rectify this situation in a way that you'll be satisfied.

  We will reach out to you at days end or in the morning.

   

  Thank you Sir.

   

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

  General Manager

   

  Customer Answer

  Date: 06/02/2025

  
  
  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,
  
  
  
  ********* ****

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23339410
  
  I am rejecting this response because:
  

   

  Mr. Caridi 

  I continue to prove my point that no one from your facility is willing to contact me regarding the situation with my truck at this point I would like to be reimbursed my $3500 that I have paid your dealership and has caused nothing but problems, here we are a week later and I still havent heard from you as you mentioned you would do. 

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

  

  Business Response

  Date: 06/07/2025

  *********

  I am not against some kind of refund. We are more than fair when trying to resolve an issue. Before I agree to that I want to set up a meeting with you, Service Director ****** ***** and Master Tech *** *******, who you had communications with. Can you please let me know when you have availability starting Thursday, June 12th. I will make any time work, but I won't be back in the store until the 12th.

  Greatly appreciated,

  ******* ****** - GM

  Customer Answer

  Date: 06/10/2025

   
  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,
  
  ********* ****

  Customer Answer

  Date: 06/10/2025

   
  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,
  
  ********* ****

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23339410
  
  I am rejecting this response because:

  Anthony 
  I went to the dealership on the 12th as you had mentioned unfortunately you werent there I rescheduled with you for Monday afternoon I hope this time youll be available to meet with me to discuss my matter.

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

  

  Business Response

  Date: 06/19/2025

  We met Monday at **** and settled the matter

• Initial Complaint

  Date:05/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a Honda Pilot Touring on 9/2/22 We paid $40,000 The business sold me a certified used car and within a year it began shutting down completely while I was driving. I was stranded on a road in ******* with my kids. No AC and couldnt move. We sat for two hours because there was so much traffic that no one could get to me. The car finally started back up and we took it to Honda. They told me it was a battery problem. But I was driving in the middle of the road. The battery swap didnt fix the problem. I went back in and the did some rewiring. It didnt fix the problem. I took my keys in because my car wasnt reading the keys, they swapped the battery in the keys and the car still doesnt respond to one key, and doesnt recognize the other some days. It shuts down on me daily. Honda says there is no code and the car is fine. They kept it for two days and couldnt help at all. I was in the middle of a busy intersection and my car came to a complete stop and completely turned off. I have told Honda. They do not care. I have emailed them and they keep emailing more questions.I work full time and have three kids. I bought a Honda and paid as much as I did to have a dependable car and all it has been is trouble and they arent willing to help. Every time I take it in they treat me like Im crazy and send me away saying there is nothing they can do. I think the problem could be the start/stop that it does while breaking but Im not sure. I love the car and dont want a different car but at this point I am scared to drive, I have my own business and this car is my sole transportation. I was 2 hours late to a job yesterday because of this issue. I want my money back.

  

  Business Response

  Date: 05/15/2025

  Spoke to customer. She is going to bring the vehicle in for the issues. The vehicle has no documented history of this issue but we will be investigating it to resolve. 

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23326824
  
  I am rejecting this response because:

  His response states that there is no history of issues.
   
  This is because every time I take it in they tell me nothing is wrong with my car and they send me away and write it off. 
  

  My car is shutting down almost every day. In the middle of intersections and in traffic. It is not a battery issue. 

  This is why Im reaching out to the Better Business Bureau. Because Honda, for two years now, has not helped me  with the issue.
  His response is a direct example of what I have been dealing with. They continue to say there is no history of an issue 

  I have already done this with Honda multiple times. 

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

  

  Business Response

  Date: 05/16/2025

  Dear ********,

  We are committed to resolving this matter for you and appreciate the opportunity to address your concerns. Please note that this is the first time upper management has been made aware of the issue, and we have no prior record of your vehicle being at our facility for nearly a year, or to any other Honda locations or repair facilities. You did purchase a Honda certified vehicle and your warranty is still active. In order for me to help find a solution and resolve this matter, I need to have your vehicle brought to our location. 

  We fully acknowledge the seriousness of the problem youre experiencing and recognize the importance of your safety. Given the nature of your concerns, we strongly recommend that you bring your vehicle in prior to the currently scheduled appointment. 

  To assist in expediting this process, I would be more than happy to arrange a tow service to have your vehicle brought in at your earliest convenience. This will allow our team to begin diagnostics and work toward a resolution as quickly as possible.
  Additionally, we can provide a loaner vehicle to ensure you have alternate transportation while your vehicle is being serviced. Please note that availability may be limited based on our current fleet, but we will do our best to accommodate your needs.
  

  Sincerely,

  **** ****

  General Manager

  Customer Answer

  Date: 05/16/2025

   
  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, for now. 
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:05/13/2025

  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 an appointment with KIA Leeward on April 25, 2925 because my check engine light went on. I take it directly to the dealership so they can fix it. I explained to them when I went to turn off my key and take it out of the ignition my car was still running. They took may car in and told me they would get back with me. I tried to call them 2 weeks later since I didn't hear back from them and was told they are short staffed and no one has looked at my car yet. I asked them to give me a call within the week so I know what is wrong and to continue to birrow a car to get to work. They never called me back. After the third week of waiting l, I called them back and the manager "*****" said that he is short staff and behind on cars that have been brought in for servicing. I asked if I should take my car to the KIaa in town and he said they are sending vehicles to Leeward to fix. He promised to call me, so I waited. I did ask for a loaner vehicle which he explained to me that all the liner vehicles were out. He again didn't call me back so I called again a few times but no answer. Finally got in touch with them and was told it was being looked at by their lead mechanic. This is now going on a month and a half. I received my car back on Saturday marking a month and a half KIA had my car. No charge they couldn't find anything wrong. I took the car home (upset) and asked them to promise my car won't catch on fire or blow up and on Sunday the check engine light came on again. I've tried to call them multiple times but no one answers the phone and now their voicemail is full. All that time I had to borrow a car $1500 compensation and to fix my vehicle!!

  

  Business Response

  Date: 05/21/2025

  Mrs. ********* brought her 2016 Kia Sorento in on March 25th, 2025. Due to a severe personal shortage, we were not able to look at Mrs. ********** vehicle for a while as we worked through the backlog of cars in front of it. 
  When one of our lead mechanics looked at the car and attached the Kia diagnostics tool to it, the computer's history did not show a code. At that point, the car was turned over to the assistant service manager, who drove it for several miles for three days to attempt to recreate the issue. At the end of the third test drive, the problem could not be duplicated, so we returned the car to Mrs. *********. 
  As Mrs. *********'s car is out of warranty, Aloha Kia charges typically $205.00 an hour for diagnostics. As we could not duplicate the problem with the car, we waived the fees on this car and returned it to Mrs. *********.  
  The service manager is contacting Mrs. ********* to schedule another appointment, or she can take the car to the Aloha Kia Airport location. 
  
  Thank you,
  ***** *****
  GM

• Initial Complaint

  Date:05/07/2025

  Type:Product 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 traded a vehicle that was bought from them on Dec 22, 2024. A buyers order and cancelation fee form was sent in to the following ***** ******* Finanance Manager on 1-07-25. I was informed it would take 4-6 weeks for processing refund of $4,724. ***** will not answer or return my phone call. Talk to ***** ************ the manager. He checked into the situation on 4-10-25. ***** mentioned that ***** never sent the cancellation in. Now ***** or ***** will except a call. All I want is my money that is owed. And hopefully this doesnt happen to anyone else.

  

  Business Response

  Date: 05/08/2025

  On 05/08/2025, I personally spoke with Mr. ***** regarding the cancellation of his vehicle service contracts and *** coverage. I extended a formal apology for the delay in processing his request and advised him that the refund has been prorated to reflect the date he initially contacted our office. I further informed Mr. ***** that his refund is scheduled to be issued either today or tomorrow, with expected delivery by Saturday or Monday. Additionally, I explained that the *** refund will be processed and disbursed by his lending institution. We regret any inconvenience this matter may have caused and remain committed to ensuring timely resolution and customer satisfaction.
  

  Customer Answer

  Date: 05/10/2025

   
  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:05/06/2025

  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.

  ******! ******! BEWARE!!! If I could give ***** 0 stars I would. I purchased a 2018 jeep wrangler from them 3 years ago and it has been nothing but problems. The most recent time I took the jeep into service it was making a loud ticking noise, they had my car for 3 days and called me and said its normal they cant do anything about it, I go to pick up my vehicle and the loud ticking noise has gotten worse. So I called and had them take the vehicle back and I got told they will have the BEST Technician look at it so I said okay and 1 week goes by I call and get told they are waiting on parts and my car will be done in a week. A month goes by and Ive called several time and kept getting told my vehicle will be done the next week. This went on for 5 weeks before I get a call telling me my vehicle is done and it got test driven and started on cold start to make sure its good. I go to pick up my vehicle and drive *************************************************************************** my driveway. I called the dealership and they took the car back. After the car sat for 2 days I get told by ***** the service tech manager there was a gasket on wrong and its making the car leak and they will fix the issue and detail the entire car. I went to pick up my car and it was not detailed at all and its still full of oil on the bottom of the vehicle and I called the weekend manager ***** on Saturday to let him know the detail wasnt done and he hung up the phone on me as soon as he heard Im recording the phone call. I called back and he admitted he hung up because Im recording the call. ***** was very unprofessional on the phone and my motor is still making loud clicking noises and doesnt at all operate like a family members jeep Ive driven thats the same exact model and trim and my vehicle is now not just making the same noise as before but my winch that was purchased 6 months doesnt work at all now after I get the car back from them and it worked perfectly before.

  

  Business Response

  Date: 05/16/2025

  we have contacted the customer and set up a time next week to come in so we can address all of the concerns.  we will provide a rental during this time and will be in contact with customer during this time. Our Service Director ***** ******* will be point of contact with customer while vehicle is in service to make sure everything gets taken care of. 

  Customer Answer

  Date: 05/18/2025

   
  Complaint: 23291652
  
  I am rejecting this response because I am waiting until my vehicle gets properly checked out and fixed or replaced before I agree to anything. My vehicle has been in the shop for over 2 months 3 different occasions for this same issue and now its causing the vehicle more issues. So until I see better results I will not be accepting them responding as fixing this issue. 
  
  Sincerely,
  
  ******* Darem

  

  Business Response

  Date: 06/06/2025

  Customer came in as scheduled to get items addressed that had concerns.  All items that was brought up during our phone visit was addressed with the vehicle.  The Clean up on the drive way is schedule to be handled by end of next week.  The issue that we could not address was the concern with the winch.  Winch was not purchased through us and not installed by our dealership. So any concerns with operation on installation is not something we can address or repair since it was not done by our shop or purchased through us. 

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23291652
  
  I am rejecting this response because: ******** was worked on and the winch worked perfectly before I brought the car in. After I got the car the winch doesnt work at all. Now I have spent another $500 due to the dealerships ruining our winch that was purchased less then 6 months ago. 
  
  Sincerely,
  
  ******* Darem

• Initial Complaint

  Date:05/02/2025

  Type:Customer Service 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 through BigStar Honda. It was a CPO. It was bought at the end of Sept early Oct 2024. I did not like the car and resold the car in March 2025. I called and provided their Finance Dept with proof the vehicle was sold so they could terminate the extended warranty as requested (this was done on 03/26/2025, I have emails proving this). As of today. I cannot get any response from them, I have reached out to ***** ****** and *** ********* and they refuse to provide me the proof this has been done and the contact info of the extended warranty company to reach out to them.

  

  Business Response

  Date: 05/02/2025

  Good evening, I apologize for the lack of communication on our end. As discussed on the phone with you, we canceled your warranty on 4/16 and sent the refund to Capital One check #****** in the amount of $1670.22. The check clear our bank on 4/23. Please let me know if I can further assist you. Thank you.

  **** ****

  General Manager.