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:08/12/2023

  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 Ken Garff Jeep in West Valley Utah to diagnose my car for repairs and they diagnosed it incorrectly. I spend over $2500 to fix repairs that were unnecessary and after the repairs failed to fix my car I was told I had to spend over $6000 to fix the misdiagnosis.

  

  Business Response

  Date: 08/16/2023

  ***** brought his Jeep to us to have his air suspension. We diagnosed the vehicle and found air would not go into the system. It needed and valve block and a module to correct the issue of air not going into the system, and then to further test the system. ***** authorized us to replace the valve block and the module, he supplied us with the parts. We installed the parts and filled and calibrated the air suspension system. ***** then came and picked up the vehicle in working order. He brought the vehicle back on 3/9/23 for a recall to be completed that we ordered parts for. There were no suspension concerns at this time. He then brought the vehicle back on 3/22/23 with an air suspension concern, we diagnosed it and found that we can get air into the system and the air bag would not pump up. We recommended to replace the front air bags and the customer declined at that time. I tried to upload the videos that the tech sent for both visites but the file is too large. 

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20461991
  
  I am rejecting this response because: I want to point out first that Jen ********************** Jeep West Valley had our Jeep in their possession for over a month. They did not have a loaner or rental vehicle for us to use this whole time even though I saw other customers getting loaner vehicles while I was there. 

  When asked why my service advisor told me that because our car isnt under warranty and we have paid enough money for repairs so we dont qualify. 

  
  

  At this time my wife was 7 months pregnant with ******** and we had a 2 year old *** also.  We only had one car that I used for work because I had a long my commute. 

  We spent a small fortune in babysitters and Uber so my wife could buy food and formula for our babies. 

  I begged my service advisor for a loaner, but was turned down everytime because our repair didnt cost enough money or our Jeep wasnt under warranty still. 

  
  

  When I first arrived at the Jeep dealer my front wheel hubs were rubbing on top of my front tires due to faulty air bags in suspension. I had done my research online before bringing my vehicle in for repairs I knew that if it was the airbags it would be an expensive repair and that I could not afford it. 

  The first thing I said to my service advisor was can you check my air bags first before I pay anything and how long will it take because of our family car  situation and my wife being pregnant. 

  My SR told me they had no way of determining if my air bags were faulty unless I paid for other repairs totaling $2500. 

  I had done my research and was lied to because Jeep definitely has a way to check manually without have to pay for any other car repairs first. My SR told me flat out NO they absolutely had no way to check this. 

  I paid the $2500 for the recommended repairs and picked up my vehicle. 

  Unfortunately, after 4 days the suspension was back wheel hubs sitting on top of my front tires rubbing so hard the vehicle could no be driven. Because of our insurance I was t able to tow it back to the dealer for 6 days from the time I had picked up our vehicle. 

  After over a week of our Jeep being at the dealer and several calls by myself and my wife pleading for a loaner vehicle my SR called and told me the air bags were faulty and it was now going to cost us $6500 to fix our vehicle. 

  I called the service manager and was lied to again. He stated they absolutely had no way of checking the vehicles air bags manually prior to any work being done to our vehicle. 

  This also goes against the video I was sent showing the mechanic who performed the work on our Jeep actually checking the air bags manually. He even says it out loud on the video. 

  
  

  Subsequently. Because we could not afford to fix our vehicle we had to do a voluntary repossession of our vehicle w *********** on our load because the vehicle could not be driven without new airbags

  
  

  We feel we were disrespected, lied to and blown off for over a month in this car repair. Ken Garff West Valley was unprofessional and rude to me and my pregnant wife. 

  
  

  I called the dealership numerous times to speak with the dealership primary manager, but never received a call back. This happened 5 times I called and left a message for a call back. Never got one 

  
  

  I would like the contact number to file a complaint with the Ken Garff actual main dealership headquarters, but still cannot find a phone number or contact email. 

  
  

  We out asking for a full refund on our paid auto repairs as well as reimbursement for the Uber and babysitting monies we spent while our vehicle was at the dealership. 

  
  

  This is only fair because of the dishonesty on the loaner vehicle situation at the dealership and being lied to about manually checking the air bags.  

  
  

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

  

  Business Response

  Date: 09/19/2023

  Tell us whWhen the vehicle was picked up on the 10th of March the vehicle was working as designed. The front suspension was full, and it was drivable and not on the wheels. When the vehicle came back in on the 22nd of March the vehicle was back on the wheel and was not drivable. The repairs that were done to the vehicle corrected the original issue. When the vehicle left the shop on the 10th of March it was holding air in the suspension.When it came in and we put air into the system on the 22nd of March the air was leaking out of the front air bags. As a repair facility we can only repair what is broken at the time that it is in the shop. When I spoke to ***********, I explained this to him, when we make a repair and test the vehicle and it works, we stop there. We went over the videos that the technician did both times that it came in. They go over what they did to test the vehicle and what needed to be repaired. When he brought the vehicle to us the vehicle was not drivable when it was done, he drove it out. When we make a repair, we cover the work that was performed, we do not cover components that were not replaced. I understand that it can be frustrating to need to spend more money, but that does not mean that we repaired the vehicle incorrectly. As far as the rental goes, we dont have loaners, they are all rental cars. I am not sure if they discussed the charges for a rental car or not. y here...

• Initial Complaint

  Date:08/11/2023

  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.

  Dropping my vehicle off with a tow truck at this dealership on Thursday July 20th had an appointment to have the vehicle looked at on Monday July 24th was explained to by the service department they would contact me as soon as the vehicle was looked at and descriptions were made of what needs to be repaired.The vehicle has been in their position for more than a week have no contact from anybody from the dealership I have made several attempts to contact the dealership and no one is either answering the phone or transfers me to a voicemail that no longer works Left message with service manager and other people and nobody is contacting me back about my vehicle. I am making attempt to show up in person to find out what is going on with my vehicle today July 28. The process of me bringing my vehicle to this dealership I had read online that there was a recall on part of the problem I'm having with a vehicle.The dealership is claiming there is no such recall. And will not do any recall on any parts because I do not have a service contract with the dealership

  

  Business Response

  Date: 07/28/2023

  Reached out and called Mr *****, and explained we are extreme short on techs we did apologize and Mr. ***** has agreed to leave the vehicle with us for repairs 

  Customer Answer

  Date: 07/29/2023

  This is sad that I had to tack this these actions to get a response from this dealership the dealerships still has not looked at my vehicle even though I had an appointment to have them diagnosed the vehicle and the problem with the vehicle they keep insisting that it is a problem with transmission and that there is no recall on anything with the transmission I do not believe the vehicle has a problem with the transmission is a shifter controller module that has the problem and that is where the recall is. This is making me think that I will have to reach out to Ford motor company take an issue up with them I should have never had to contact better business bureau to get a response from this dealership about my vehicle that has been there for more than a week was dropped off on 7/20/23 with an appointment that was made for Monday 24th to be diagnosed not actually to be worked on. 

  

  Business Response

  Date: 09/07/2023

  As previously stated  to customer and also attached to this document the vehicle has no recalls that would've assisted with his repair. Unfortunately without Ford's approval we can not charge repairs to the manufacture without a current recall being open or a Basic/Powertrain warrantable concern be validated. We are currently working with the staff and hiring more staff to be able to provide better communication during customer visits and hope to provide better assistance during the customers future visits .  

• Initial Complaint

  Date:08/08/2023

  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.

  Synthetic oil change is done at this facility and it shall be good for ****** miles but they call the customer to schedule maintenance is required when car mileage has not covered even **** miles. It is mis information lead to doubt the dealer is using oil that is keep it promises The customer want the oil change need to be done when ****** is over. It is also environmental bad because they are saying preferred to come after **** miles I t is also I am not getting paid services worth

  

  Business Response

  Date: 08/09/2023

  *************************, 

  If you look in the owners Manuel you will see ****** recommends bringing your vehicle into the dealer every 5k miles. Your oil change is due every 10k miles but the book recommends a tire rotation every 5k miles. *** vehicle should also be inspected between your oil services. I hope this answers your question if you have any other questions or concerns please don't hesitate to reach out to me directly my phone number is ************. 

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20440646
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a car from Mercedes Benz in Salt Lake City (Ken Garf) with a sales agent named Rossi. I was lied to about the car. I was told the warranty would expedite on August 2023. I just took my car to Range Rover and they gave me a print out that my warranty expired on April 2023.

  

  Business Response

  Date: 08/07/2023

  Mercedes-Benz of Salt Lake has reached out to the customer in regard to the warranty expiration date concern. Customer stated they were having issues with the car immediately after purchasing the vehicle and decided to park it in their garage rather than take it to the Land Rover dealership to be repaired while under warranty. This statement made by the customer contradicts the claim that it's been parked this whole time as the vehicle has more than 6000 miles since we sold it to them June of 2022. Our question to them is why didn't they just take it into the Land Rover store for repair? Rossi (Sales Rep) went over the warranty time periods via the carfax report (which the customer has as well) and agreed there must have been a miscommunication during the sales process. Customer had amble time to take it in and have the repair made while in warranty and chose not to follow through. Mercedes-Benz of Salt Lake is now working with the Land Rover dealership in hopes they will assist with some goodwill towards this client's vehicle issues. Mercedes-Benz of Salt Lake does not accept any responsibility in this matter but want to help out to the best of our ability, given the situation.

  Brett R******* 

  General Sales Manager

  Mercedes-Benz of Salt Lake

  ###-###-#### office

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

  Customer Answer

  Date: 08/07/2023

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

  the car was not parked in the garage the whole time and the business response is saying that I said something that I did not say in those exactly words. The car as in the garage parked the entire time only when I waited for an appointment. The main this is that the car could have been at least inspected before April had I know the warranty would expire before then, but I was told august, so I was fine to wait until the dealer could get me in
  
  
  
  Sincerely,
  
  ****** *******
  
  

  

  Business Response

  Date: 08/09/2023

  Talked with the customer and we both agreed that the complaint would be removed as we both feel this can be handled between both parties. 

  Customer Answer

  Date: 08/09/2023

  
  
  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:07/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I drove my vehicle to Big Star Chrysler Dodge Jeep ******** for repairs on July 11, 2023. Repairs included a faulty sliding door; front/center A/C vent; outside middle seat tilt (all on passenger side); faulty engine start-stop feature. *******, my service advisor, informed me that the auxiliary battery would most likely have to be replaced. I was called on Jul 21, 2023 by *******, reporting that my vehicle parts were still on arriving status. On July 27, 2023 I was called and informed that the "auxiliary battery had drained the main battery" and I would have to pay $960 for both replacements. I had no main battery issues beforehand. I spoke with *******, a service manager, to find out why the batteries were not disconnected while they waited on parts to prevent the main battery from being drained? He did not have an answer. ******* told me that it was not the dealership's responsibility to watch over vehicles, or take preventative measures for additional damage while vehicles are there for repairs. ******* also told me the batteries were my responsibility. I asked why didn't any call me if that is the case, I would have came to disconnect the battery myself? He, again, had no answer. The final invoice mentions nothing about bad batteries and states my vehicle is fully repaired and "ready for pick-up," this was not the truth, my vehicle was dead and could not start. Someone most likely left my van on, completely draining the batteries. Additionally, they forgot to repair the seat. ******* had no explanation for this mishap as well. ******* had no explanation of how I could drive my vehicle there and they want to give it back to me undriveable. Now they are trying to make me pay for their mistake. The service advisor never mentions any battery problems on any phone calls or voice-mails. They are trying to save face.

  

  Business Response

  Date: 09/07/2023

  Customer brought in to the dealership for repairs and diagnosis. We park all customer cars in our customer lot, awaiting for diagnosis and/or parts. We can not disconnect batteries while vehicles are out on the lot awaiting for repairs. Batteries are a maintenance item, which can fail due to extreme heats or colds. 

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20392318
  
  I am rejecting this response because: 

  I did not bring my vehicle in for a main battery issue; only an auxiliary battery. The explanation provided to BBB was not given to me. The dealership purposely drained the main battery, and never called me about the auxiliary battery until the vehicle was ready for pickup (two weeks later). They did this deliberately to try to sell me two batteries for $986.00. I asked why I was not informed about the batteries before just letting the vehicle sit for two whole weeks? The dealership management could not give me an answer, which proves they drained the main battery on purpose to try and get an additional sale. Batteries are replaceable in a timely manner; I was able to do so in one day for less than $400.00, for both batteries.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 09/11/2023

  Dealerships are not able to drain batteries, it is maintenance item that will tend to fail depending on age, weather conditions, or usage. Yes, we can offer replacement batteries from factory that can be warrantied at any Stellantis dealerships if customer decided to purchase replacement factory batteries from us. Customer decided to purchase the batteries outside the dealership due to pricing.  

• Initial Complaint

  Date:07/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 3rd we purchased a vehicle from this dealership. The taxes were suppose to be figured into our loan as well as the title fee. When we looked at the vehicle the third row seats were up and everything looked fine. When we got home and put the third row seat down, we noticed that the cover that protects the mechanizims in the third row seating were missing. I called the dealership and talked to the sales person Michelle about this, and I also spoke with Stephanie in the title department. Michelle told us that they would find the parts needed to fix the third row seating issue, as they were also unaware that these pieces were missing. My main complaint is that the dealership should have been aware when they purchased the vehicle and did the inspection and cleaning that these pieces were missing and they should have replaced them before the car was put on the lot for sale. They don't seem to now want to replace what as their fault in the first place. It is vital that these pieces are in the vehicle as they protect that parts that make the third row seats work and it something falls into that space the seating mechanisms can get broken. Also I spoke with Stephanie in titling and she told me that they would send the title fee as I should not have to pay that. She also stated that she would send an email to Zack and let him know that they did not figure the sales tax correctly. Instead of showing that we purchased an extended warranty which is not taxable, they put that we purchased a service contract, which is taxable. When I spoke with our county treasurer, she stated that these out of state dealers need to start checking to see what other states require. The county treasurer requires that we show proof that we purchased an extended warranty. Stephanie stated that the dealership would make all of this right with us and that she would also speak with a supervisor. I did not receive any phone calls today as were promised. Extra tax was 262.00 and 45.00 for title.

  

  Business Response

  Date: 08/04/2023

  The general sales manager (John W*****) spoke to ****** ****** on the phone and got the tax situation cleared up. It was agreed upon by both parties that he will look for and find a used part and provide this to the customer once aquired. 

• Initial Complaint

  Date:07/19/2023

  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.

  June 3rd - My 18 year old son was pre approved through his credit union for a car loan. We went to Ken Garff to test drive a car, and my son found a 2015 ******************* he liked He signed all of the paperwork and was told the car still had to pass emissions before they could give us the car so they could register and license the car for us.We did not get the car until June 19th. When we picked up the car the sales manager gave us the keys and mentioned that we might need to sign some updated paperwork but financing was really busy at the moment and they didn't want to keep us waiting, so they'd call us. About ten days later they call my son and ask him to come in and sign updated paperwork, without a full explanation of what was going on with his financing situation. We go back in and are told the original financing fell through because the *** was too high for the credit union to approve, but they got us a different loan at a higher rate and required a down payment. He signs the new paperwork and they let him drive off with the car again. July 7th, my son gets pulled over and is told by the officer that the temporary tags are showing suspended. I call the dealership immediately three times and was told someone would call me back. No one did. My son calls the next week around July 12th, and is told to come by and get new temporary tags until he receives the plates from the **** July 16, I tell my son to call the new credit union as he never received a statement for his car loan. He calls, and they cannot locate any loans under his SSN. We call the dealership immediately and was told that someone would get back to us on Monday. ***** calls him Monday and explains the 2nd loan didn't go through because THEY reported his income incorrectly. He wants to return the vehicle at this point but they won't take it back unless he pays fees for a car he can't have. This is ridiculous, they should have communicated better from the beginning.

  

  Business Response

  Date: 07/19/2023

  *****,

  Thank you for taking the time to explain your experience at the Ken Garff Chevrolet dealership. From my understanding, your sons last paystubs do not reflect the increase of hours and increase in pay.  To finalize the loan the bank wanted that information for yours sons place of work. It sounds like you just want to return the car and not go through with the hassle, which is no problem. We do not charge random fees to return the vehicle. We only charge for the usage of the vehicle while in your sons possession, or the miles that he put on the car. On the motor vehicle contract, it states that this the dealership can and will charge for mileage in the event you return the car, which I believe is about 60 cents per mile. Hope this clarifies your concerns

   

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

• Initial Complaint

  Date:06/07/2023

  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.

  Back in January 2023 we went to the dealership to order a new truck. But they offered a truck to us that was just like the one we were going to build. They said it is one that already had a vin number but still needed to be built. And the original customer backed out on it, and so they were offering it to us. We gave them $1000 down to hold it for us. It finally was being delivered 5 months later in May 2023. We kept waiting for a phone call that they had received the truck and it was ready for purchase and pickup. Well we never got a phone call. So we went to the dealership and they informed us that they sold the truck to the original customer that backed out on it in the beginning. The manager said that the ************ makes them give the option to the original customer who built the truck to purchase it, even if they backed out on it. So I called the ************ to verify if that is something they do. And they said absolutely not. They only email updates to the original customer. But they have nothing to do with the purchase of the vehicle. It is all between the customer and the dealership. So the manager had lied to us about that. Because they already sold the truck that was supposed to be ours, they said they would try to find another one for us. They did find one, but they wanted us to buy it for more than what the other truck was supposed to cost us. Like $7000 more. We feel like they should have honored the mistake they made and at the least, gave us the truck they found for the same price. But they would not. So now after waiting 5 months and selling our old truck, because we were planning on this new one. We are out of a truck and have to start all over. So very frustrating to say the least!!

  

  Business Response

  Date: 06/09/2023

  *****,

   

  I wanted to personally apologize for your experience at the **** dealership. I would love to better understand your concerns and see what I can do to help. When a car is ordered by the customer, often times they do back out and sell those vehicles to other people in the market. Often times, customers back out one day and the next realize the do indeed still want the car. That puts us in a very precarious situation. That being said, I definitely want to make the situation right by you! I will reach out and see what we can do!

   

  *******

  Customer Answer

  Date: 06/18/2023

   
  Complaint: 20157587
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 06/20/2023

  Well the general manager called and apologized and offered to look for another truck. But still not for the price that we were going to get the original truck for. And he said he would call back and we have never heard back from him. He also said that our $1000 should have been refunded, but it was not.

  

  Business Response

  Date: 06/21/2023

  We would love to find the perfect truck at the right price point if you are still in the market. If we have not reimbursed you for your deposit, Ill make sure that happens today!

   

  winston

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20157587
  
  I am rejecting this response because:

  We have not received the $1000. My husband just barely looked again for the second time. And also you just say "at the right price point", but not for the price we were going to get the original truck.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/27/2023

  I spoke to ***** and ******. We have processed the refund for $1000 deposit. I let ***** know we are sending to receipt to the email on file. The email address was verified. 

   

  thank you,

   

  ***************************;

  General Sales Manager

• Initial Complaint

  Date:06/05/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently had a highly disappointing experience with Ken Garff West *********** during a truck purchase. As an out-of-state customer, I discovered a truck I wanted and reached an agreement on the price through phone and email communication. Eager to secure the vehicle, I promptly placed a $1,000 deposit.On Memorial Day, I received the paperwork from the finance department to finalize the transaction. However, upon reviewing the final price, I noticed a discrepancy from what the salesman had previously mentioned about lowering the truck's price by $1,000. Seeking clarification, I planned to follow up the next day, assuming no one would be available during the evening.Regrettably, when I contacted the salesman, *****, the following day, he informed me that the truck had been sold to someone else. I was taken aback since I had never expressed any intention of backing out from the purchase, as evidenced by our email correspondence. Moreover, I had repeatedly confirmed with the dealership that my deposit would secure the truck until my arrival on the 5th of the month. I even mentioned my willingness to adjust my schedule and fly in earlier if necessary, emphasizing my strong desire not to lose the truck. I was unequivocally assured that the truck was mine and would not be sold to anyone else.To make matters worse, I had already purchased a non-refundable plane ticket, costing me $300. When I requested to speak with a manager, a sales manager eventually called me back, but his professionalism left much to be desired. Instead of accepting responsibility for the company's mistake, he shifted the blame onto me, stating that I should have called them earlier in the morning and made a greater effort to secure the truck. He completely disregarded the weight of my deposit, our conversations, and the chain of emails that clearly expressed my intent to purchase the truck. Their refusal to acknowledge their mistake and make amends was utterly unprofessional.

  

  Business Response

  Date: 06/19/2023

  ***,

  Thanks for the opportunity to make this right.  You are seeking a refund.   Your deposit was refunded when there was delay in signing purchase paperwork and the vehicle was remerchandised.   We apologize for any inconvenience this may have caused.  Please feel free to email the documentation for your unused flight to ********************************* for reimbursement.

  Thanks 

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

• Initial Complaint

  Date:05/15/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been trying to get in contact with the finance department for about a month at this dealership to cancel our warranties on our truck. We never get a returned call and most times when transferred the system just hangs up. The longer they procrastinate on letting us cancel, the less money we could possibly get back. We have never used any of the warranty or maintenance purchased as we moved from the area a couple months later due to a high risk pregnancy. We desperately need to trade in this truck and would like these cancelled ASAP.

  

  Business Response

  Date: 09/06/2023

  We apologize that it has taken us so long to respond.  If you still wish to discuss the matter, please call Customer Relations at ************.