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:04/27/2025

  Type:Order 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 have been deceived by BIG STAR BUICK GMC, Baytown, Texas IN SO MANY WAY. The Deal took place on Jan 30,2025, I have Never received any paperwork after numerous attempts by phone and emails. Nobody will return my calls or emails. I Obtained a copy of a vehicle buyers Order form that we signed blank because they were trying to hurry up all the additional paperwork. Only seen that because my tax office where I get my car tag from showed it to me. All the figures ARE NOT WHAT WE AGREED UPON. Charges of $4423 for a WARRANTY AND $4495 for AFTERMARKET PARTS/ITEMS WERE ADDED to my contract I'M ASSUMING BECAUSE I Cannot even obtain a copy of any of my PAPERWORK.Also they still owe over $2000 to my tax office so I can obtain a TAG. They ony sent $1300, instead of the $4400.. THAT THEY INSISTED HAD TO BE ADDED TO MY CONTRACT INSTEAD OF ME JUST PAYING MY TAXES WHEN I GOT BACK HOME. I live in Mississippi, but I was working in Texas when I bought the truck. I have never been so deceived in all my years. I dont see how any of this is legal. AND I DONT KNOW HOW THEY HAVE n A+
  RATING WITH YALL..If you go to their Reviews on their website and on your page of them, you can see they have the same complaints for the exact figures that I am talking about with other customers that have dealt with them. Not providing a contract in itself is against the law and automatically can void this whole contract. CURRENTLY, I JUST NEED HELP. I NEED THEM TO TALK TO ME. I NEED MY PAPERWORK. I NEED THE $4423 and $4995 REMOVED FROM MY CONTRACT OR REFUNDED. I NEED THEM TO PAY THE REST OF THE MONEY THEY OWE FOR MY TRUCK TAG. AND IF THIS DEAL CAN BE NULL AND VOIDED BECAUSE OF THEIR DECEPTION, I NEED MY $13,600.00 FOR THE TRADE IN VALUE THEY GAVE ME ON MY TRUCK I TRADED IN ON THE DEAL. If you can help in anyway, Please do so and you can reach me at ************ ** ************, or email me at *******************  Sincerely
  
  ***** * **** ***

  

  Business Response

  Date: 04/28/2025

  We reached out to the customer and resolved his issues. He is getting the refund on his warranty and for the addendum. 

  Thank you,

  *** ******
  General Manager
  Big Star Buick GMC

  Customer Answer

  Date: 05/03/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The promt response was very much appreciated and  thanks especially too Mr. **** ******** whom satisfied all of our request.
  
  
  
  Sincerely,
  
  
  
  Byron Knox III 

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,On 01/04/25, I purchased a vehicle from *************** Just 3.5 months later, the transmission failed an issue that is highly unusual for a vehicle that was presented to me as being in good condition. I had also purchased an extended warranty, which should have covered such a major issue. However, when I attempted to use this warranty, I was met with extensive delays, miscommunication between the sales and service departments, and a complete lack of urgency.Despite multiple attempts to contact the General Manager, *******, I have yet to receive a direct response. Calls to the dealership for updates are often met with rude behavior from staff on several occasions, my calls have been hung up on when simply trying to speak to someone about the status of my ********** someone who relies on this vehicle for work and essential family needs, this has placed a significant burden on my household. I cannot afford to pay out-of-pocket for repairs or a rental vehicle, nor can I afford legal representation to advocate on my behalf. The dealership has refused to offer any kind of payment plan or alternative resolution. A voluntary repossession would severely impact my credit and future financial stability, which is why Im seeking help before reaching that point.I believe ************** is engaging in deceptive business practices by not disclosing the true condition of their vehicles and by failing to communicate or follow through with warranty repairs in good faith. Their treatment of customers particularly veterans and those in financial distress is unacceptable.

  

  Business Response

  Date: 04/23/2025

  While we never likie to hear that we have not met the expectations of a customer, we appreciate the opportunity to respond the issues identified in the complaint.  

  We agree that it is highly unusual for a tramission failure only 3 and 1/2 months after purchase.  We are pleased that the customer decided to purchase an **************** Contract on the 2014 Dodge Grand Caravan that she acquired from us.  The **************** Contract will cover the cost of the transmission replacement and a limited number of rental days.

  ******* our GM in Hilo spoke with the consumer today and we feel the issue has been resolved to the consumers satisfaction.

  The excessive delays, miscommunication between sales and service concerns our company.  In addition to the interdepartmental miscommunication, we also experienced the vehicle being repaired at our Kona dealership when it was purchased at our Hilo dealership.  Despite the two different stores, it is our goal to always communicate between stores and will work on improving that issue.

  Now that all parties are speaking with each other, I am confident that we can complete the repair and satisfy the consumer with respect to his loaner expense.

  I can be reached if you have any additional questions.

   

  ******* ****

  Regional Vice President

• Initial Complaint

  Date:04/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about 2|2/25, Ken Garf qualified me to get a Ram 1500 2017, I paid out the door $35,000. I got it for the weekend the air suspension is not working correctly in the contract it says that it has warranty for 3 months so I took it back the following Monday. They kept it for about a month they gave it back to me on Saturday and I had to take it back Monday because it was still not working properly as of now they still have the truck with them and they are refusing to fix it. they keep sending me from one person to the next and from the seller to the manager and no one wants to help I don’t know what to do. I have been paying for 3 months without a truck.
  
  Dealership sent me a video, but I can only share it through email
  If needed let me know

  

  Business Response

  Date: 04/25/2025

  We have repaired the vehicle and have returned it to the customer

• Initial Complaint

  Date:04/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was given a price on a vehicle. I drove 4 hours to purchase. Love the truck, the people were very nice. They added in over 2 thousand to the price for things I didnt need or want at signing. Asked them to be removed, told me no. I didnt say anything. I got to leave and while in the parking lot someone hit my mirror. Also noticed the next day that the driver headlight has moisture in it. Talked to them Monday, was told no problem, get here before 2pm Saturday 4/5/25 and they will take care of it. I arrive at 10 am, after talking to the sales person on my way. I sit for quite a while and am not even acknowledged. Salesperson and manager tell me they arent replacing the light and the parts I need arent in stock. I explain my frustration. I am ridiculed and accused of drinking alcohol before arriving. This is absolutely unacceptable and I have received zero help from them when trying to come to a resolution. I just want my mirror and headlight. At this point I dont even want them to touch my truck.

  

  Business Response

  Date: 04/09/2025

  Hello, I am aware of the issue with Mr. ******* and when he was in the store on Saturday, he was very loud and belligerent to my saleswoman and my managers. My manager actually got another manager because he didn't feel safe being alone with him because he could smell alcohol, and the customer was very loud and belligerent to him. I was informed of the situation on Monday morning, and I tried to call Mr. ******* on Monday, again on Tuesday and I just tried again today, and all 3 times have not been able to reach him. I have not received a call back from him either, however I have already ordered the 2 parts he said he has an issue with but again, I have not been able to reach him to discuss shipping them to him or having them installed here for him. We treat every customer with respect and always try and do the right thing no matter what and regardless of how the customer treats us. Right will always win @ Texan!

   

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

  General Sales Manager

   

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have reached out multiple times to cancel my Service Contract following my new jeep purchase October 12, 2024. I want the service contract cancelled ****. VIN: *****************.I believe the requests are being ignored & they don't want to refund me.

  

  Business Response

  Date: 03/31/2025

  The issue has been resolved with the customer.

   

  **** *******

• Initial Complaint

  Date:03/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called this business over the last few weeks with no return call. Ive had multiple instances of issues stemming from them not having enough mechanics to maintain their promised and highly advertised warranty on their vehicles but when you need an appointment at Kai ******* youre looking at approximately two months to get a diagnostic and that is including if your car has completely died out and its more of an emergency type of fix versus a normal maintenance. The biggest issue I have is communication with them. They do not answer their phones. They do not call customers back if you want service andyou have questions you need to go in person and speak to someone there. I live approximately ************************************************************************************************************************** scheduling. I had a repair that needed to be done. I was under warranty. I went on standby because the wait was two months for an appointment, but I needed to take my car in because it wasnt working. They wanted me to sign a document waving my rights to an estimate before repair is performed. I was told I had to sign that or I wouldnt be able to get my vehicle serviced. The Nimitz location picks up the phone even though its a five week wait for an appointment compared to other dealerships that can fit me in possibly the next day or within the next two ******** never buy another *** again due to services.

  

  Business Response

  Date: 03/28/2025

  
  I had a conversation with the customer. They have been scheduled to take care of their concern in April. 

   

  
  

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car has been iin and out of the shop three times, for a sound that they cannot pinpoint when Im breaking. Currently its been over 50 days that my car has been in theshop and I continuously get the runaround. Ive asked for updates and even reached out to *********** for help. The dealership refuses to provide proper updates or prioritize a resolution. The majority of the time that my car has been sitting at the dealership it hasnt beentouched. Ive asked for repairs or for a replacement since its clearly a defect, but no one seems to want help. Ive asked for the general manager for district manager or somebody to please help me out and no one seems to care. I really just need somebody to help me get this resolved.

  

  Business Response

  Date: 03/28/2025

  VEHICLE REPAIRS BEING PERFORMED PER ********************* GUIDELINES. *** OF COMPLETION IS 4-2-25 PER BODY SHOP COMPLETING REPAIRS TO ******* STANDARDS. CUSTOMER WILL NEED TO REACH OUT TO ********************* FOR ANY AND ALL CONCERNS WITH PROCESS OF REPAIRS. ********************* IS AWARE OF CUSTOMERS CONCERNS AND IS ACTIVLY MONITORING THE REPAIRS AND GUIDELINES THAT MUST BE FOLLOWED. BIG STAR ******* IS FOLLOWING MENTIONED GUIDELINES AS REQUIRED BY MANUFATURER OF CUSTOMERS VEHICLE. 

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23092125
  
  I am rejecting this response because:

  Ive had *********** involve, along with ***** the district manager, **** the service manager and ***** the general manager.  No one seems to give me or *************** a straight answer. ******* America and I have numerous email and call of promises that have not been met.  We have been told that my car is being worked on and then I drive by and its sitting in the same location as before.  We have been given the run around for months.  No one seems to care and I need help.  ***** the general manager stated that he would like a ******* engineer involved because they dont have tech to handle this. Then we are told they will try to fix a pinch weld and see if that work.  If it doesnt then they will try something else.  This is a brand new car and I should be treated this way.  Please help  

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

  

  Business Response

  Date: 04/02/2025

  Good afternoon ******, I hope this response can give you some clarity.  Right now we are waiting for the body shop to complete repair,  (est. 04/02/2025) We are hoping this will fix the problem.  I have email HMA to let them know we are available for support if such repair doesn't meet you expectations. Please contact us with any further questions or concerns  

• Initial Complaint

  Date:03/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car with Honda , but they hid a lot of issues with the car. They ended up agreeing to give me a refund, I returned the car a week ago and still havent received the refund, its supposed to be going back on my debit card but I still havent gotten anything.

  

  Business Response

  Date: 03/15/2025

  Good morning.

  I spoke with our Finance Director ***** ****. He informed me that the refund was completed on our end. He also informed me that with a debit card it can take a few days for the funds to appear in Mr. ******** account. Please reach back out to us after the weekend if you haven't received the funds.

  Thank you and we apologize for the entire experience. Our absolute goal is to have all of our clients completely satisfied.

  Thank you

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

  General Manager

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

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The dealership did not inform me of the charge for providing a repair estimate (1) when I made the appointment or (2) dropped the vehicle at the service center. I provided the specific problem code, and I specifically stated that is what I wanted a quote for. They examined the vehicle and gave an estimate for the question and various other problems totaling over $4800.00. I was only informed of the fee when I opted NOT to pursue repairs. I did not request "find every possible problem and give me an estimate for everything you can possibly find wrong with this 11 year old vehicle." Moreover, the same dealership repaired the vehicle for a coolant leak in April 2024 at a cost of over $1600 and now finds a different coolant leak from a different location and the repair for this new issue is quoted at $2489.

  

  Business Response

  Date: 03/24/2025

  We spoke with Ms. ********* and agreed to Refund her half of the Cost of the Diagnostic Fee.  

  

  Business Response

  Date: 04/03/2025

  Ms. ********* received and deposited the check.  She is satisfied with this.

  Customer Answer

  Date: 04/09/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Thank you,
  
  
  
  **** *********

• Initial Complaint

  Date:03/10/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We recently purchased a Car at this location, on February 15th, 2025. The model of the car is Ionic5.The car should come with a charger and an adaptor to be able to charge the car properly.The dealership failed to deliver both items when the car was purchased and they promised to deliver these 2 items directly to our home within ******* of today, 3 weeks have passed and we called over 10 times to the dealership asking for the sales representative and the sale manager and none of them are picking up the phone and their voice mails are full. The receptionist is hanging up the phone every other time or sometimes they are sending us to a message that says "please call back in business hours" but we are calling during business hours. We have tried over and over again to talk with the business but evidently they are not acting in good faith. We request the business to comply with their side of the deal and to deliver all the products that they owe us.We are unable to charge the car on a timely manner without these parts that were supposed to be included in the purchase.An urgent resolution will be much appreciated.Thank you.****** *********

  

  Business Response

  Date: 03/11/2025

  We spoke with Franca, the charger was delivered as agreed on. The adapter was on backorder, but we were able to secure one. We are overnighting the adapter to Franca now.