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:01/24/2023

  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.

  Weve had two service major service issues with the dealership, Ill explain the most recent and later include the 2nd. Had a repair diagnostic completed, was told the issue was a coil problem and needed to be replaced. Paid almost $700 and went to pick the car up and within 8 hours started experiencing the same issue. Car was towed back to dealership and then within the next day or so told it was a different issue that would cost about $3000-$6000 more to repair. Repair advisor ******* also stated that they like start with smaller issues in hopes that it repairs the issue and if its not then they move to more invasive things. I was never told this before the repair was completed. ******* also failed to communicate properly. I had to reach out to her and the service manager multiple times in attempts to find out what was going on with my service repair and have been dealing with this issue for over a week and a half and my car is still at the dealership broken and they simply want me to come pick it up in its condition. My wife spoke to ******* and she was very rude, unsympathetic to our frustrations and even told her that she was loud. When my wife asked to speak to her manager, she then told her someone would call. When my wife asked when she said theyll call. My wife then asked what time or could she be given an estimate, she said she didnt know shell have to find someone. My wife reached out to *** another manager, because after I had spoke to ******* things still werent adding up and they were still failing to admit that they had me have a repair that was not needed. *** said they have done goodwill things for us, but was referring to them fixing an issue they created, we found out when we had NTB take a look and found that they stripped a s**** on the oil pan. NTB wouldnt touch the car, they called us to the back to show us what had been done. Big star then of course tried to place blame on ntb, but then completed the repair, by no means goodwill

  

  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 ************.
  

• Initial Complaint

  Date:01/02/2023

  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.

  -On December 23rd 2022, I went to Ken Garff Nissan of Orem. They were selling an Audi A6 2016.
  - I signed an agreement loan with $500 down payment and 11% interest to buy the car.
  - I did not take home vehicle, it needed repairs first.
  - On December 31st, the sales consultant requested I sign an emailed document asap with no explanation. See the text included.
  - The document was a new loan agreement with a 3% interest increase in fine print. I did not expect or agree to it.
  - Then, they said they would lower vehicle price to match previous amounts to make deal. They Sent a new agreement proposal.
  - I read the new proposal and the warranty was degraded to lower the price without me being informed instead of the vehicle price being lowered.
  - I once again declined the offer and asked for a return of down payment.
  - I was called over the phone and threatened by the sales manager Sheldon that it was too late and I have to sign, that I can not leave the deal.
  - The sales manager call me over the phone yelling because I ‘wasted their money’ because they are repairing the vehicle when I questioned. He also insulted me over the phone.
  - I’m fearful of another confrontation because of the malignant language.
  
  Please note I was told the reason for interest increase was “America first let me know that your rate went up to 13.99% because of the amount financed with the warranty.”
  
  I stated I can not do the new price so I will withdraw. The sales consultant admitted it was possible for me to cancel the deal, but the sales manager told me I’m ‘stuck with the car’.
  
  The vehicle is not in my possession.
  I want a refund of my down payment.

  

  Business Response

  Date: 01/09/2023

  The Customer signed for her new car and opted to purchase an extended service contract, this raised the amount of her loan to a higher Loan to Value, so her bank asked for a higher interest rate.  The dealership called and explained this to the customer and offered to lower the amount financed for the car to keep the agreed payment the same.  The customer wanted the original contracts to be used and was not willing to re-sign new contracts.  The dealership then called the bank and paid an additional fee to keep the rate the same for the customer.  This keeps everything that was agreed to at the initial signing the same for the customer and the dealer. Nothing will need to be signed and this should conclude this case. 

• Initial Complaint

  Date:12/22/2022

  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.

  We made an appointment for my **** Explorer to go in on 10/26/22, bcuz the car would not go into park. we were told that they would take a look at the transmission, and upon doing so they found that more was wrong with it than they initially thought, they would order parts, and the earliest the parts would be released was 11/15. No back up car was given to us, or offered, we were put on waiting list. 11/15 rolls by, no communication with the services department, We call multiple times between 11/15-11/18 leaving several unanswered voicemails, and finally have to physically go to the service department, where the ppl up front were very rude, and not forthcoming with information about our vehicle, whether or not everything would be covered under warranty, or what else they need/waiting on. We finally get someone to tell us they are waiting for some sort of seal, we asked for payment assistance since they had our car for a month now, and still have no back up car. a week or so goes by, they finally call us to let us know they fixed the part, but that the car still wont go into park, and they have to get the engineers involved. More time goes by we left more unanswered voicemails, so we physically go to the service department again, on 12/12 and were told that the computer in the car might have to be replaced, and that they have no idea how long it will take, the mechanic feels horrible, bcuz he doesnt know whats wrong, and wont get paid until the car is done. We still havent received payment assistance at this point, the manager did ask us the information he needed to set that up. 12/22/22 we still have not received payment assistance, heard about it, heard about our car, or any progress with it since, and still dont have a back up vehicle. I understand that parts take time to get in, but the lack of communication on their end is ridiculous, and unprofessional, and they have had my car for nearly 2 months.

  

  Business Response

  Date: 01/06/2023

  Parts for the customer's car have arrived.  He car has been repaired and returned to her.  She has spoken to the general manager about the situation, and it has been resolved. 

• Initial Complaint

  Date:12/07/2022

  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.

  On Dec. 6, 2022 I visited the ************** Downtown Ken Garff ******* dealership to look into selling my vehicle. The dealership initially offered me a fair price of $29,000 for my 2022 ******* Santa ****. We had called my bank together and arranged the information for the dealership to pay off the remaining loan balance as part of the purchase. As we were in the middle of completing paperwork 2+ hours into my visit, someone who was evidently a manager came onto the floor and informed me that they would not be able to honor the offer and that they would need to reduce the offer by $2,000 dollars unless I wanted to trade my car in instead and purchase one of their vehicles. This is an extremely slimy and deceptive business practice. Even if the salesman made the offer in error, the dealership should honor the offer, rather than adjusting after it had already been verbally accepted, particularly not when paperwork was in the middle of being signed. I was frustrated enough that I simply walked away. I hope that this can be remedied or at least that other customers can be spared these manipulative business practices.

  

  Business Response

  Date: 12/07/2022

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

   

  I am so sorry to hear about the confusion on your trade in. We obviously did not do a good job of explaining the value of your trade in to you properly. We put an actual cash value or trade value of $27,750 for your **************. Our team did not do a good enough job of explaining the tax savings when you trade in a car in ****. You are only taxed on the difference between the sales price of the new vehicle and the trade amount. So when we said your trade was worth $29,000 to you that is including your tax savings when you trade in. If we were to just buy your car we will buy it for $27,750.

  Again I am sorry for the confusion. We want to make you happy and we will buy it for $27,750.

   

  Thank you

   

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

  General Manager

  Ken Garff Hyudai Downtown

  Tell us why here...

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18536012
  
  I am rejecting this response because:

  I do not feel that $27,750 is a fair resolution given that the onus for the error fell on the part of the business and not myself. I believe that I am entitled to the full amount accepted in the verbal offer. That said, in interest of a resolution I would be willing to sell the vehicle for a more equitable compromise of $28,400. If the business were to accept this compromise I would not pursue further recourse. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/09/2022

  In order to satisfy the customer we will pay $28,400 for the vehicle. Please contact Kie at ********************************** to complete the sale to us. We will need a few signatures along with payoff information etc.

   

  Tell us why here...

• Initial Complaint

  Date:10/28/2022

  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 went into Ken Garff Nissan in Orem to have my Nissan Leaf battery upgraded. The initial quote was in June of this year the quote was for a 40 KW battery pack replacement in the leaf. Previous to this spring Nissan would only replace a 24 KW battery pack with a 24 kilowatt battery pack but starting this spring Nissan started to offer the 40 KW battery pack replacement with the newest technology. We were told that it would take several months to receive the upgraded battery. In September we decided to move forward with the replacement and Ken Garff said they would honor the initial quote. In less than a week they said that they had received the replacement battery. We said that seemed quicker than they had said it would take and asked if it was the correct battery. We were told that it was the best battery that could be put into our vehicle. We asked a couple more times to make sure the 40 KW pack that had been quoted and they confirmed it was the most updated battery several times. Once we got the car home after having paid and the replacement finished the battery pack ended up being a 24 kilowatt battery pack from 2017 instead of the newest updated battery. I went in and had multiple discussions with the service department
  about the battery pack. They initially said that the correct battery had been used. After I told him that I had run a test on the battery and it was a 24 KW battery pack from 2017 they said that the 40 kilowatt pack couldn't be used in my car. I called other Nissan dealerships and they confirmed to me that the 40 kilowatt pack was an option. After several times discussing it with them, this week they said that they would not be able to do anything about putting in the correct battery. At this point all we're wanting is to have the correct battery pack put into our car that we paid for and that was agreed on.

  

  Business Response

  Date: 11/19/2022

  The battery that was installed in Mr. ******* car is the most updated battery for his car. I contacted  Nissan to ask if there was a 40KW battery that was available for his car.  Nissan powertrain call center told me that the battery that was installed was the most uptodate battery for his car. I asked if there was a 40KW battery that could be purchased from Nissan and installed in this car. I was told that the 2013 and up can be converted for a 40Kw battery but the 2012 and down cant be converted to the 40Kw battery. The way it is connects is different and it will not fit with out doing extensive modifications and that Nissan would not even permit the battery to be installed in this car and would not sale the battery to the dealer to install it. So the car has the best battery in it according to Nissan.

• Initial Complaint

  Date:10/22/2022

  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 very upset with how the service department has handled my car. Called and made an appointment on 10/11/2022. I was told they were going to place my car on the no appointment list so they could get to it faster (and still keep my original appointment), and it was very unlikely that I would have to wait until my appointment. I asked about a loaner car. The kid told me that wouldn't know until he looked at it and if the problem was covered by our warranty but he'd let me know by the 18th at the latest He said he always follows up with his clients. Never got the follow up. The only call I got from Ken Garff ******* Southetowne on the 17th was about my car was them asking if they could buy it. I called on the 18th since they never called. I was told after being transferred 4 times that the service department was too busy to talk to me. They never called back I then had to follow up with them for an answer on Thursday the 20th. I finally got an answer. My car has never been looked at. They didn't realize/remember that I had an appointment on Saturday and tried to tell me it would be another week because two cars were still ahead of me. I asked if my appointment had been canceled. My service advisor informed me he wasn't going to be at work on Saturday. He said he would follow up Monday the 24th. I called today, Saturday the 22nd to check in on my car. I was transferred to the service department before the receptionist told me that she would have them call me before the end of the day. I didn't receive a call. So I call back in and was told that the service department was closed. The receptionist then proceeded to say that she would have them give a call back but to give them until Tuesday since it takes 24 hours for the service department to follow up with their clients. I have no faith that they will fix my car.So, another week of working from home for me. My dear husband will continue waking up at 5:00 a.m. to catch the bus and make it to work by 7:30.

  

  Business Response

  Date: 11/10/2022

  RO WAS OPEN ON 10/11/22 
  CAR LOOKED AT 10/23/22 
  RO CLOSED 10/25/22
  Performed engine bearing test due to dtc p1326 per t3g campaign. Engine bearing test passed -- Per t3g campaign if the engine bearing test is passed then the *** update is needed if not yet done. *** update performed engine code cleared and did not reset. Customer picked up car on the 24th 

  Report from service manager -- **********************

• Initial Complaint

  Date:09/21/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  08/29/2022 went to Ken Garff ****** SLC to purchase a ****** I found on their website. Went inside and got connected to a salesman, he said he would be glad to help us. We set down and started paper work to purchase the vehicle, 2022 ****** rogue, and he worked up the figures and showed us. Then he showed us a copy of the motor vehicle contract of sale and typed in line 3 was *** tracking SYSTEM. I declined wanting that SYSTEM on my ******. Was to it is a non removeable item and I would have to pay for it to buy the vehicle. After wasting time talking to him, the finance guy and salesmen manager we wrote out a check to get out car.I have called the corporate office and **** has been unable to get anyone to call me. The *** tracking device is a DEALER install system not necessary for the operation of the vehicle. In short I am after them to remove the *** TRACKING SYSEM and refund my $899.00 plus tax payment for a forced sale item

  

  Business Response

  Date: 09/21/2022

  ****,

  I apologize for the headache and the experience. Where can I email the check for the cancelation? We should have handled this before you left the dealership. 

   

  Thank you,

   

  *********************, General Manager Ken Garff ****** ***

  Customer Answer

  Date: 09/23/2022

   
  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:09/13/2022

  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 vehicle in for service work on a safety recall on 6/24/2022. They informed me they did not have the parts and they would contact me when they did (aprox. 4 days). After weeks of no follow up I attempted to contact the dealer via email, phone call, text, and voicemail. The dealership falsified records stating they serviced my vehicle and the safety recall was complete. I contacted the service manager directly outlining and describing my experience hoping to actually get my vehicle serviced and the recall work completed. After weeks of no response I contacted the general manager of the dealership who also has not responded to my communication.

  

  Business Response

  Date: 10/05/2022

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

   

  I want to personally apologize for our lack of follow up and communication while your vehicle was being serviced at our dealership. I will make sure we call ASAP to get everything resolved

   

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

• Initial Complaint

  Date:08/10/2022

  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.

  On 08/09 at approximately 7:30am I took my 2014 **** Focus to the service center. I made an appointment several weeks prior, and was hoping to get my transmission checked out. At no point during the scheduling call was I informed that there would be a $150 diagnostic fee just to look at the vehicle. Fast forward a few weeks to my appointment and I was told that there would be a diagnostic fee but they probably already knew I'd need a new clutch. I gave in for the fee because this appointment had been booked for so long, but was thoroughly upset that they would not make any accommodation. A few hours later, I was called and given an estimate for $3,200 **** a new clutch kit. This is the second time that the clutch has needed replacing, and this car is barely approaching 70k miles! I told them I am alright on the clutch replacement from now, and ask when I can pick up my vehicle. They said a receptionist will be there until 8pm and they will leave the keys with her. Upon arriving at approximately 6:30pm, I was given the keys and had to walk around the parking lot to find my vehicle. Once I get in the car, I make a quick phone call and as I am approaching the exit of the parking lot I notice a large crack going all the way down my windshield. I immediately threw the car in reverse all the way back to the main entrance of the building and confronted the receptionist. She took down my information, apologized, and said my mechanic would get back to me first thing in the morning. My mechanic was *****************************. It is now 12:30pm and I have not heard anything. I tried to call almost an hour ago and was in the wait queue position #5. I pressed 1 for a callback and still have not heard a peep. The transparency with **** is quite something. I want a refund on the diagnostic fee, and a new windshield since you didn't even have the COURTESY to tell me that it got cracked during my vehicle's time in your possession!

  

  Business Response

  Date: 08/13/2022

  ***************,  

   

  We apologize that it has been difficult to connect with the service manager at the dealership.  I will be reaching out to address your concerns. 

   

  ***** King 

  General Manager

   

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2019 *** GT53 from Ken Garff on June 13, 2022 I am contacting BBB because I need assistance in getting my title issue sorted out. The *** GT53 was sold to me without the previous owner signing the title. I am surprised that Ken Garff bought the car with no signature on the title of the prior owner and sold me the car. I was an out-of-state buyer. When I went to register the car, at my local DMV in *******, I was told that since the previous owner didn't sign the title it can't be registered and the title will be sent back. It's going to be 2 months since I bought the car and would like to get my car registered. I have gone back and forth with the representatives ****** and ******** and I haven't had much luck. They always say they will call me back but no one does and when I call they say management is looking into it. I am looking to get my car registered and without the title, I can't register it.

  

  Business Response

  Date: 08/04/2022

  Hello,

  The paperwork was sent to the Texas DMV and was rejected because the previous owner did not sign the back of the title. However, it was signed off by us as the dealer with the ***** of ****************** ** DMV would not accept it due to the sale of the vehicle was after the customer had the title and should have signed the back of it. If the vehicle was being registered in ****, this would not be an issue and as each state has unique process and requirements, this is not something we could have known without direction from the ** DMV. The paperwork was sent back and the title was transferred into our name on 08/02/2022. It takes **** business days for title to be received by us and it will be immediately overnighted to the ** DMV.

  We will connect with the client and offer a temporary solution until the title has been overnighted to the ** DMV.

   

  Thank you,

  *********************** | Sales Manager

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

  Phone: ************