Complaints

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

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  Ken Garff

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

  
• 

  Honda Downtown

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

  
• 

  Volvo Cars Salt Lake City

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

  
• 

  Nissan Salt Lake City

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

  
• 

  Honda Of Orem

  195 E University Pkwy Orem, UT 84058-7687

  

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

• Initial Complaint

  Date:05/10/2023

  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'm really frustrated at this point. Context: I bought my car in September, 2022. ** November, 2022, my car had a problem with the control panel [touchscreen, tech stuff]. Still not resolved. I set up an appointment through the app for the next soonest visit. I called several times to confirm my appointment. Upon arrival the service department told me there was never an appointment set **, in fact, the service department isn't even open that late. The service agent scheduled a new appointment: a month out. I go to this next appointment, and leave my car all day, I get a call saying I have no insurance or warranty and it will be ***** take it or leave it. I go to the service department to talk with the head financial lady, I believe her name is ****** [something with a J], and she confirms it is covered. Mind you she's a two-minute or less walk across the room to ask about the needed paperwork for my vehicle. So I take the papers over to someone she referred to as *****. He tells me no problem, we will order the part, it is a four-week wait. Insurance does its thing of taking forever, about six-weeks later they have the part. Mind you I've called several times. Asked for calls. Text the representatives. Was told I would get a call back several times. Never happened. So I'm in the dark to everything going on. Skip to finally scheduling for the part to be installed May.... this happened in November not even two-months after buying my new car. So it's May 9th. My 4th day taking off work for this. I get a video saying it was installed. Everything looked good. I go to pick it up, and behold, it isn't fixed. The representative on my case walks back to talk to the techs. After a few minutes he comes back and tells me a story. Apparently the techs never communicated that it actually needs to go through Jeep to install the part and get approval from insurance once again for them to do the work. While this whole time I'm expecting this resolved until I get into my car. The level of unprofessionalisim and incompetence is embarrassing. I went home frustrated and crying. I really thought it was fixed. The representative tells me I will receive a call tomorrow from both himself and his manager. Nothing. So here I am writing a review about an issue that should have been long over by now. Waiting for who knows how long to get this issue fixed. Why am I being punished for not exploding on these people? Buying the expensive coverage to deal with this. What did I do wrong to not even get a courtesy call? An I'm sorry? I'm not even mad. I'm just disappointed. It hurts to be failed so many times, and to be nice throughout this whole going on seven-months issue, and be so disrespected so blatantly. Do better please.Ken Garff: we hear you. Also Ken Garff: lol nah fam.

  

  Business Response

  Date: 05/12/2023

  We are in contact with the customer and are in the process of scheduling an appointment with our Jeep store to finish the installation process. 

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20044493
  
  I am rejecting this response because: I still haven't had my issue resolved. I was called after submitting my BBB complaint. The representative told me that he would be scheduling an appointment me for me. He asked me what time I needed or that would work best. After I provided that information he said to look forward to a call back with the details. No call back was done after this. The issue is still unresolved. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/16/2023

  The appointment is scheduled for the morning of the 26th.

• Initial Complaint

  Date:05/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my vehicle, that I purchased through the used car lot, to the service center because I had some issues with it that needed service. Because my car is a Chevrolet, Ken Garff had to send it across the street for diagnosis and repair. Ken Garff has refused to help me in any way with either a rental car or a loaner car while my car is in for service. The general manager at Ken Garff told my wife that we need to talk to the ***** dealer that is working on our car about getting a loaner vehicle. The general manager at the Ken Garff dealership hasnt returned any of my phone calls or responded to the email I sent him last week, stating my displeasure for the way Im being treated. Why should I talk to a dealership that didnt sell me a car about getting a loaner? I think that the dealership through which I purchased the vehicle should be responsible for getting me a loaner vehicle. I cannot afford to keep renting a vehicle for work while waiting for my vehicle to be fixed. I have also reached out via social media to Ken Garff, but have not been contacted by anyone above the general manager.

  

  Business Response

  Date: 05/18/2023

  Customer had issues with the vehicle that they purchased we have taken care of it 

  Customer Answer

  Date: 05/19/2023

   
  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:04/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my vehicle from this business less than one year ago. Although I purchased an extended warranty as well it has covered pretty much nothing except for control arms. I have paid multiple thousand dollars out of pocket for repairs that were not disclosed to me as a problem when I purchased the vehicle. I was told that the vehicle passed a multi point inspection however I am finding out now from another dealership that I had do the work that the frame itself is rusted along with multiple parts. Had I known the car had rust damage I would never have purchased it. This is a clear case of automobile fraud and I am contacting a lawyer as well.

  

  Business Response

  Date: 09/08/2023

  We have come to an agreement and fulfilled the terms on our end.

• Initial Complaint

  Date:04/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a 2018 Audi Q5 from the dealership on 8/25/2022. I am yet to receive a physical copy of my registration or license plates from the dealership. Initially I called and emailed the sales rep Joel T**** regarding the issue and received very little response other than being told that everything was sent to the wrong address. As I continued to follow up, and was told the issue was being escalated o the Ken Garff headquarters, I received less and less response, either through email or by phone. I had my local audi dealership contact them and Audi of Lehi still has not followed up with me. I as recently as 3/27/2023 contacted and spoke with Joel again and he has not followed up with me yet again. I'm wondering if I will ever get a license plate!

  

  Business Response

  Date: 04/17/2023

  We licensed and registered this car at the time of purchase.  The license plates were mailed to the address that the vehicle was registered to.  Apparently shortly after purchasing this car the customer moved out of state.  We have provided a digital copy of the registration to facilitate the owner registering the car in the state he currently lives in.

• Initial Complaint

  Date:03/29/2023

  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.

  03/01/2023 bought 2019 Land Rover from ************** dealership in December 2022. We flew out to drive the car back to ****** but the car was not ready. Then we got a car transport to deliver the car which arrived in January. Got the car from transport drove it home 2 miles and noticed the check engine light was on. Called Land Rover in ************** and they said to take it to Land Rover ******, *****. I then took the car to Land Rover ****** 7 miles. They kept the car for a month and half and then charged me $500.10 to change the oil and said that I could get the money back from ************** Land Rover. I have called and asked for ******************** person (not longer with them) ***** the manager I have left several messages no response. I should not have to pay for an oil change when I only drove the car for 9 miles. This should have been done on the Multi Engine Inspection for used car. I have the Land Rover Approved Certified Pre-owned report also. I thought if you bought from the dealership things like this does not happen. I would never buy a car from Land Rover **************.

  

  Business Response

  Date: 03/31/2023

  Hi ********,
  
  First, let me apologize for the experience you have had at our dealership.  The experience you described is not the experience we train on or aim to deliver.  From what you have said, we failed you at multiple points during your experience.  You are correct in that ******* no longer works here, in large part to experiences like this that didn't match our culture.
  

  I have spoken with **** and he will be calling shortly to speak with you.  He will also be issuing and mailing a check to you for the oil change in the amount of $500.10.

  Again, I apologize for your experience and the chance to help.

  Sincerely,

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

  General Manager, Jaguar Land Rover Downtown Salt Lake

  Customer Answer

  Date: 04/04/2023

   
  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:03/22/2023

  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.

  Took my car to Ken Garff VW **** location three times for the same issue. 1st time in April of 2022 for a check engine light, for two codes:P0401 - EGR "A" Flow Insufficient Detected P2002 - Particulate Filter Efficiency ******************** On April 19th, ****** as well as someone else I spoke with on the phone, promised that the repairs will resolve my check engine light/codes (text convo for proof).DSG ********************** $399.95 Intercooler incl. Cooling Fans - $2071 Valve Cover Gasket - $1200 Total after taxes = $2590 including tax ***** miles of driving home, check engine light turned back on. It was the same codes Wouldn't be able to make it back to the dealership for some time, due to a lot of personal stuff we were dealing with.Feb 2nd, I'm told by ****** that they inspected my car and determined that a *** regen was all it needed to fix my check engine codes. They also recommended 2 new tires and a new fuel filter. I elected for just the *** regen and tires/rotation. *** Regen - Covered by Diesel warranty 2 new tired and rotation - $648 + tax After I drove ***** miles and engine light came on again, SAME CODES.I took my car in for the 3rd time for same issue on Feb 24th. On Feb 27th, ****** informed me what they thought it was. I was told it was covered under warranty. Upon pick up, I am informed that I need to pay for the ********* care plan. Despite me NEVER agreeing to it. I just mentioned it was a great deal when I dropped the car off and I'll want to purchase it when my wife's car is due for an oil change. Now they won't release MY CAR to me, unless I pay for a service I didn't ask for. They also wouldn't give me the rental car back. The service rep was VERY disrespectful, rude, raised his voice and used profanities. I met him with the same energy and rudeness he was dishing out to me. Very unprofessional. Wish I could explain more in detail. I can provide text/video (tried to with form, too large or too many files, wouldn't allow me to).

  

  Business Response

  Date: 03/30/2023

  ****, I'm sorry about your recent experience.  You were provided a loaner vehicle, that was not covered by warranty which we offered to take care of.  You were contacted multiple times that you vehicle was ready to be picked up but you never responded until 3 weeks later.  When you picked up the vehicle our service advisor never disrespected you or nor used any type of bad language.  To the contrary there are multiple employees here that heard you berate our employee using profanities.  ****, we understand that life throws challenges at us and sometimes we have bad days, which we can only assume you were having.  We understand.  As to the oil changes, these were authorized by you on the service drive while you were speaking with ***** and ***********************-our service manager. You authorized oil changes telling us that you wanted to make sure you wife got a vehicle with the services taken care. 

  All work performed was authorized by you.  

  Sincerely,

  ***************************** - General Manager Ken Garff Volkswagen

   

   

• Initial Complaint

  Date:03/02/2023

  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.

  Hello,I purchased a brand new 2021 ****** Titan from Ken Garff ****** in *** in June of that year. Two days after driving the truck I noticed a severe transmission problem. I looked into this model and saw that quite a few people had the exact same issue. I called them and spoke with ********************* the general manager. He told me he would get me a new truck with no problems but said it would take a little while due to the vehicle shortage. I said thats fine. I let a few months go by and reached back out to him. He said sorry they still dont have one. About 6 months went by and I decided to call their corporate office in *********. I filed a complaint and they said they would get back with me. I never heard back and again reached out to them about my problem. I am still dealing with the transmission issue and would like for someone to get me a new truck. This is a very expensive payment. I am leasing this truck and planned on purchasing after the contract. Is there anyone who can help me at this point? I have been ignored from the very beginning of this problem. Maybe a new truck or buy back for what I owe. Id greatly appreciate it. Thanks!

  

  Business Response

  Date: 03/03/2023

  We are very sorry about the concern ********************** says he has. We still service this truck and we have looked at the transmission issue and could not duplicate his concern. We also told ********************** that we could trade his truck in but because of the year and the miles that are currently on it, it would be a trade in. We could not just swap it across for another truck. We also have been in touch with ****** and told them we could not duplicate the concern on the transmission and also what we could do to trade him our of his truck and into another one. 

   

  Ken Garff ****** ***

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 19529596
  
  I am rejecting this response because:
  No one has looked into the transmission at all. Can you provide BBB with proof of that? ********************* has lied about replacing the truck with a new one. I have been lied to from the very beginning of this purchase and am really disgusted with your customer service. This is my 3rd vehicle from your business. You should have been honest and just told me to bring the truck back in the beginning. You need to make this right and buy the truck back for what I owe. Your business has a 2.5 star rating and the BBB knows why now. You sold me a lemon. Make this right. I live in ************* now and can turn the truck in at your Ken Garff **** dealership. Theres a reason why car businesses have a bad reputation, You. 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/03/2023

  I would be happy to take a look at the transmission. The truck is still under warranty. We would always and have been happy to take a look at the truck. We can absolutely fix the vehicle or you can bring it down and we can take a look at numbers to trade it in and give you the best possible outcome. We have not lied about anything. We know you're a valued customer and we will look at either option for you.

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19529596
  
  I am rejecting this response because: Yes Ive been lied to from the very beginning and cant believe no one will make this right. Whatever I owe on the truck is what I should be given if I return it. ********************* knows he lied and shouldnt be the General Manager if hes not going to take his job serious. Im in St George and will be probing taking the truck to your **** dealer and go from there. At least the BBB knows about your service.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/07/2023

  I'm sorry you feel this way. Again, we have offered to have the truck looked at by our service department and have the truck looked at for appraisal. You have turned it down yet again. I will assist St. George **** with anything to help you come to a resolution.

   

   

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited **************** on 2/14 and worked with **** to view a vehicle I saw online. When we begin to discuss financing I asked the salesperson to submit a credit application to *********** and I let him know that I had a prequalification. **** returned shortly after stating the application was denied. I contacted *********** to see why the application was denied and was told that no credit application was submitted. I suppose they chose to not follow through with the sell since I decided not to move forward with their financing. This situation is very upsetting and unacceptable, being that this has added an inquiry to my credit, yet my application was not sent to the requested lender. I called several times in attempt to speak with a manager but have not been able to reach any of them, instead Im continuously being transferred back to the Sales **** ***** and then placed on a never-ending hold. *** also reached out to the General Manager and Customer Experience manager directly and left messages, but to no avail.

  

  Business Response

  Date: 03/21/2023

  ******************, *************** pre-approval was for you,and only you, to purchase a vehicle. We had learned that there was another adult party involved. Per our agreement with all of our lenders (including ************ we are duty bound to submit a joint application for both parties as buyer/owner and ************signer. In this case, the other buyers' credit file, unlike yours, was not to the standards set forth by any of any of our lenders (including ************ to be a party on the loan. If you were presented with a different explanation, we apologize. We would like nothing more than to fulfill your request. However, we are unable to do so given our obligations and these circumstances.

• Initial Complaint

  Date:02/02/2023

  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.

  Had a battery replaced I wife's car a little over a year ago. In November battery took a dump. Ken Garff could not get car in for over two weeks to repair it, this was way too long. Went to a local repair shop to have vehicle repaired. Battery was replaced, brought it to Ken Garff and they refused to give me what we paid for the battery from them (Ken Garff). The guarantee/warranty on the battery was full replacement up to 3 years and prorated I think up to 100 months. Again, Ken Garff refused to give us the full value of what we paid for the battery if I understand correctly because an outside shop did the repair. Us waiting almost 3 weeks for repair is not even a reasonable time to expect from us. This is bull on their part.

  

  Business Response

  Date: 02/13/2023

  We have had an amicable conversation with Mr. ********, cleared up some miscommunication, and have reached an agreement to refund the charge for the battery. Mr. ******** indicated to us he was happy with the agreement and we hope to retain him as a customer!
  

  Customer Answer

  Date: 02/15/2023

  
  
  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:01/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spent almost $1300 to get what needed to be done and extra. Then didn't fully repair my car (as promised it was going to be) to then be told my car is worth 6k less than kbb quoted. And they have to order a part to get it fully fixed. After I drove home with it to find they didn't actually fix it. So, let me drive a car they said was fully fixed and now I kinda doubt they did anything extra that I asked for. **** and **** are "management" but you can never actually talk to them. Call, test, message. Not there?

  

  Business Response

  Date: 02/06/2023

  I would love to discuss your concerns.  Please call me at ************ so that I can get the information necessary to resolve them. 

   

  Thank you!

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 18936196
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************