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:02/23/2025

  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.

  Would give 0 stars if possible. When considering purchasing a vehicle from here, understand that there is a mandatory $3000 service charge they add on top of any online advertised price (maybe its bait and switch, maybe its false advertising). I'm not an attorney to know. Be prepared to put down a deposit on a vehicle and have the car sold out from under you while you are waiting for it to be made ready for you. I was unhappy about the purchase from the jump but I made the attempt. They sold the vehicle for more money to somebody else because, "it's a business so of course we will sell it for more to somebody else". Direct quote from sales manager *****. I will never do any business with any big star dealership in the future and I hope this review helps others dodge this bullet. Shady business practices on the front end and middle, I can only imagine the "service" you'll get on the back end after they take your money.

  

  Business Response

  Date: 02/24/2025

  I spoke to the Mr. *******  He explained the details to me and how his biggest concern is that his time was wasted.  I am empathetic to his position and understand his feelings from a customer service stand point.  His time is valuable and there is nothing I can do to give it back to him.  Although minimal, I am giving him a gift card as well as my contact information in case he gives me another opportunity to sell him a vehicle. 

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used car in September 2024. I received a we owe for rim repairs, but when I tried to take it in on my only available off day I was told the guy that repairs rims isn't there on Thursday's . I work every other business day and I can't take off to get this done. I received a letter stating that Honda has a recall on my vehicle. I requested a loaner vehicle while I take the car in for the recall and I requested to have the rims repaired while they have the car. The first time I requested a loaner I was told they don't give loaner's for recalls. I then told them that I wanted to have the rims repaired while they had my vehicle. They then said they didn't have a record of the we owe, so I sent them a copy. Then I was told I had to wait to see if I qualify for a loaner. They told me I had to wait for a call back from the service department on 2/17/25. I called again this morning and they told me the same thing. Then we called and asked for a manager and they refused to transfer us to a manager and stated they don't offer loaner cars. They stated they only offer rentals, but they didn't say this before. We asked why would I have to pay for a rental for issues that aren't issues I caused that they need to repair? I feel like I'm getting the run around. I'd like a loaner vehicle while my vehicle is in for service. Please help! Thanks for your

  

  Business Response

  Date: 02/21/2025

  "Contacted the customer regarding issues with the service
  provided. The customer is scheduled to drop off their vehicle next Tuesday
  (02/25/25) for wheel scratch repair and will pick up a loaner vehicle at that
  time. The Honda Recall was performed, and vehicle was returned to the customer
  the same day as the visit."
  

  Customer Answer

  Date: 02/23/2025

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

• Initial Complaint

  Date:02/17/2025

  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.

  1.Unauthorized Credit Applications I explicitly requested that my credit application be submitted to only one or two banks for approval. However, my credit was shotgunned to multiple financial institutions without my consent, which has negatively impacted my credit score. This was a direct violation of my request and an unacceptable breach of trust.2.False Information Regarding Honda Finance Approval I was informed by your team that I had been approved through Honda Finance. However, when I visited **** ****** Honda, I was told by the manager that Honda Finance had never approved my application. This level of dishonesty is highly unprofessional and misleading.3.Disrespectful **************** Each time I attempted to voice my concerns about the handling of my application, I was met with interruptions, dismissiveness, and an aggressive tone. Instead of addressing my concerns professionally, I was ultimately told to leave the dealership in a rude and confrontational manner.These experiences have left me deeply disappointed and frustrated. I expected transparency, honesty, and professional treatment, but instead, I encountered deceptive practices and hostility. I am requesting immediate corrective action regarding these matters, including an explanation of why my credit was submitted to multiple banks against my wishes and why I was misled about my financing approval.

  

  Business Response

  Date: 02/18/2025

  I responded to Mr. ******** on 2/14/25:

  Thank you for bringing your concerns to our attention. We sincerely apologize for the negative experience you had at ********** Honda.Your feedback is invaluable, and we take such matters seriously.

  Regarding your specific concerns:

  
  Credit Application Process: We understand your frustration with the multiple submissions of your credit application. Our intent is to secure the most competitive financing options for our customers, which sometimes involves reaching out to multiple institutions. However, we acknowledge the importance of obtaining explicit consent and will review our procedures to ensure clarity and transparency in the future.
  
  Financing Approval Communication: We regret any confusion caused by the information provided about your financing approval. Miscommunication can lead to misunderstandings, and we are committed to improving our internal processes to prevent such occurrences.
  
  
  Customer Service Experience: We are deeply sorry for the disrespectful interactions you described. This behavior is not reflective of our standards, and we will address this with our team to ensure it does not happen again.
  While we strive to address and rectify any issues our customers face, we do not offer monetary compensation in such situations as you requested in my office.
  
  Our primary goal is to learn from these experiences and implement changes to prevent future occurrences.
  
  We value your feedback and appreciate you taking the time to meet with me last week. 

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22951008
  
  I am rejecting this response because:
  
  I must respectfully disagree with the response provided on 2/14/25. While I acknowledge the effort to address my concerns, the explanations given do not fully account for the issues I raised, nor do they adequately address the negative experience I encountered at ********** Honda.

  
  1. Credit Application Process - While I understand the dealership need to secure financing, the repeated submissions of my credit application without explicit, informed consent were excessive and unnecessary. Transparency should be a priority, and simply acknowledging the need for improvement does not resolve the impact this had on my credit.

  2. Financing Approval Communication - Miscommunication is not an acceptable excuse. The information I received was misleading, and this significantly affected my decision-making process. This issue should be taken more seriously rather than dismissed as a misunderstanding.

  
  3. **************** Experience - The interactions I had were not just unpleasant; they were unprofessional and unacceptable. A vague promise to address this with your team does not reassure me that meaningful action will be taken to prevent such behavior in the future.
  
  4. Monetary Compensation - While I understand that the dealership does not typically offer compensation, the circumstances here warrant an exception. The harm caused was not just an inconvenience but a direct consequence of your team actions.
  
  A generic apology does not rectify these concerns. I expect a more concrete resolution and accountability for what occurred.
  
  Sincerely,
  ***** ***** Calloway 
  

  

  Business Response

  Date: 02/19/2025

  1. Credit app process - *****, you already knew about your low credit rating well before signing our credit application to authorize submission. Why didn't you mention anything about only sending your loan application to one bank? You didn't complain till after we notified you were declined based on credit history.

  2. Financing approval communication - you didn't have a decision to make, your buying a car was based on getting a lender to say yes to your loan.

  3. **************** experience - we understand your frustration, however not being approved for financing is something you've experienced at every dealer you've visited based on our conversation in my office. You stated the other dealer you went to also declined your loan.

  4. We do not offer monitery compensation. You were well aware of your FICO score and credit conditions prior to visiting us.

  5. You're currently a high risk applicant, that's why lending institutions are declining your loan request. We recommend you keep your current vehicle until you're in a better financial position to make a new car purchase.

  Customer Answer

  Date: 02/20/2025

  **Complaint:** 22951008

  I am writing to express my dissatisfaction with the response received regarding my recent credit application.

  
  

  **Response to Business Message:**

  
  

  I strongly disagree with the characterization of the situation and the manner in which my concerns were addressed.

  
  

  **1. Credit Application Process:**

  Despite my request to limit the submission of my application to one or two banks, the sales representative disregarded this directive. If my application was to be sent to multiple banks, it should have been communicated to me upfront.

  
  

  **2. Financing Approval Communication:**

  Regardless of the outcome of my application, I had a right to clear and transparent communication regarding the financing process. The manner in which my application was handled directly impacted my decision-making process, and I was entitled to accurate information before proceeding.

  
  

  **3. **************** Experience:**

  My frustration extends beyond the denial of my loan. The manner in which my concerns were addressed, including the dismissal of my concerns by stating that other dealers also denied my application, is unacceptable. While other dealers did not deny my application, I was approved. Each business is responsible for providing a fair and respectful customer experience, which I did not receive from Long Beach Honda.

  
  

  **4. Monetary Compensation:**

  While you have stated that you do not offer monetary compensation, my concerns extend beyond financial reimbursement. This is about the handling of my application and personal information, as well as whether I was misled or not given the full picture before proceeding.

  
  

  **5. High-Risk Applicant Labeling:**

  I understand that credit scores influence financing decisions, but reducing me to a high-risk applicant without acknowledging any miscommunication or responsibility on your part is dismissive. Your recommendation to retain my current vehicle does not address my concerns about the handling of my application at your dealership.

  
  

  In summary, this response fails to acknowledge or address any potential miscommunication or mishandling of my application. A professional and customer-focused business should be willing to engage in constructive dialogue and address concerns rather than dismissing them outright.

  
  

  Sincerely,

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

  

  Business Response

  Date: 02/21/2025

  *****, we would love to sell you a car, unfortunately we do not have a financial institution willing to provide you financing based on your prior credit history regardless of the inquiry count.

  If you have a friend or family member with qualifying credit willing to cosign a loan for you, we'll discount the 2021 Accord #*****T you inquired about during your visit by $1000.00 to make up for your grievance.

  Selling price of $25991 plus tax, title and license fees.

  Customer Answer

  Date: 02/25/2025

  **Complaint:** 22951008

  
  

  I am rejecting this response because I would like to be compensated for my grievance in the form of a check for $10,000.

  
  

  Sincerely,

  
  

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

• Initial Complaint

  Date:02/14/2025

  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.

  After purchasing the car, the transmission began shifting hard. When contacted, the salesman advised driving the vehicle for another week. Upon reporting the issue again, the transmission was replaced, but soon after, more issues arose. The blower ran at full blast, warning lights went off, and the transmission continued to shift hard. The vehicle was taken back to the shop, where it stayed for around two weeks. During this time, the battery died due to the ongoing electrical problems. Despite initially refusing to pay for a new battery, I provided one, and they reluctantly installed it.The shop investigated the vehicle further, replacing the battery connector cable and addressing some electrical issues. Moisture had caused problems with wiring inside the passenger side kick panel, which was cleaned and protected. They also resealed a seam in the cowl to stop water from leaking in. The car was returned to me, but the hard shifting problem persisted.When the vehicle was brought back again, the shop couldnt identify any issues. After another return, the blower ran full blast again, and the temperature gauge dropped, with a code indicating thermostat failure. Testing showed the engine wasnt reaching the correct temperature in time, and they recommended replacing the thermostat. I am now being asked to pay the deductible for the thermostat replacement, which seems unfair given that this issue wasnt addressed or covered previously.

  

  Business Response

  Date: 02/20/2025

  We appreciate the opportunity to address the concerns raised by ************************************ purchased a used 2016 GMC Yukon XL with ******* miles.  Given the mileage and age, and to help provide coverage for potential future issues, Mr. ********** purchased a *************** Contract from a third party (Kornerstone) at the same time as he purchased the vehicle.  Kornerstones *************** Contract provides coverage for certain repairs for a 36-month period regardless of the mileage of the vehicle. In addition, the *************** Contract requires a $250.00 deductible per visit.  The terms of the *************** Contract are clear and unambiguous. Mr. *********** primary complaint appears to be that he was required to pay the $250.00 deductible for each separate visit for repairs completed and covered under the *************** Contract. However, the $250.00 deductible requirement is not the Dealerships requirement but Kornerstones requirement. Mr. ********** had multiple separate repairs covered under the *************** Contract that were completed during separate visits.  As such, and as required by the *************** Contract, Mr. ********** was required to pay a $250.00 deductible for each visit.  The Dealership offered to discuss the matter in person with Mr. ********** to attempt to resolve any concerns, but Mr. ********** instead chose to file a complaint.  The Dealership accurately and appropriately complied with the terms of Mr. *********** *************** Contract in all respects related to the repairs completed on Mr. *********** vehicle.  Accordingly, the Dealership respectfully declines to reimburse the $250.00 deductible payment.

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22941585
  
  Thank you for your response. However, I must respectfully reject the request for the $250 deductible not being covered by the dealership for the thermostat replacement.
  I was informed that I "declined" coverage because I was unwilling to pay for it, but the reality is that I felt this issue should have been addressed and covered by the dealership when the initial problems were repaired. The thermostat issue emerged immediately after the dealership performed service on my vehicle, and I firmly believe that this repair should have been taken care of as part of the ongoing service and repair process.
  It seems unreasonable to ask me to pay for a repair that should have been resolved during the initial visit, especially given that the thermostat failure appears to be directly related to the prior unresolved issues. As such, I respectfully request that the $250 deductible for the thermostat replacement be reimbursed, as the problem should have been addressed during the previous service.
  Sincerely,
  
  ******** **********

  

  Business Response

  Date: 02/24/2025

  The Dealership continues to disagree that Mr. ********* is entitled to a refund of the $250.00 downpayment or that it improperly handled the repairs under *********************** Contract.  With that said, the Dealership is willing to provide a refund of the $250.00 to Mr. ********* in exchange for him coming to the Dealership to sign a simple release.  Please let me know if this is acceptable.

   

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22941585
  
  I am rejecting this response because, I will need to carefully review the terms of the release document. To ensure that the terms of the release are fair. Please provide a copy of the release document for review.
  
  Sincerely,
  
  ******** **********

  

  Business Response

  Date: 03/03/2025

  ********,

  A copy of the release has been sent to your private email address.  If you have suggested revisions or edits to the release, please send them back to me via email and we will work with you to come to an acceptable release agreement.

  Thanks

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22941585
  
  I am rejecting your recent response and the release agreement you have provided. I will not sign any document that waives my rights to pursue future claims or liabilities, especially when it is clear that the underlying issues with my vehicle had remained unresolved.
  To clarify, my reason for not proceeding with the thermostat repair is not due to a refusal to pay, but rather because I find it completely unfair for me to be asked to pay for a repair that occurred immediately after your service work on my vehicle. The thermostat failure was a direct result of the unresolved issues from your previous repairs, and it should have been addressed as part of your ongoing efforts to properly repair my vehicle.
  Furthermore, at the visit following the transmission replacement, your team decided to address other issues at no cost to meissues that were not directly related to the transmission. However, when it came to the thermostat, which was directly linked to the earlier unresolved problems, you chose not to cover this repair. This inconsistency reinforces that the thermostat failure is tied to the original issues, and that I should not have been penalized with another deductible for a repair that should have been handled as part of your original work.
  Your offer to refund the $250 deductible only in exchange for signing a release agreement suggests that you are aware the dealership failed to adequately address the problems with my vehicle. If you were confident in the integrity of your repairs, there would be no need for such a release. The fact that you're asking me to sign away my rights indicates that you understand the vehicle's ongoing issues were not handled properly and are now attempting to shield yourselves from future liability.
  I am requesting a full refund of the $250 deductible (plus tax) for the thermostat replacement, as this issue was a direct result of the unresolved problems from your previous repairs. I expect this matter to be resolved promptly without any further attempts to limit my rights or place blame on me for the continued failure of your service.
  
  Sincerely,
  
  ******** **********

  

  Business Response

  Date: 03/05/2025

  Dear *** **********,

  Signing of a release is not an admission of wrongdoing on the part of the Dealership, it is simply a way to fully resolve your concerns and ensure that the Dealership doesn't reimburse you for what it believes is a legitimate expense only to have you turn around and file a lawsuit against it.  If you believe the release is too broad or there is particular language in the release that you would like revised, we would be happy to review any particular revisions and ask that you please respond through the same email chain in which you received the release.  If you are unwilling to sign any type of release, then the Dealership will be unable to provide you a refund, and we will consider this matter closed.

   

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 22941585
  
  I am rejecting this response because here is how I would like to change the release. 

  This General Release and Settlement Agreement (Agreement) is entered into between GL ****** LLC dba **** ****** BUICK GMC (the Dealership) and ******** ****** VANAUSDALL (the Undersigned).
  In exchange for the payment of $267.50, the Undersigned agrees to settle only the matter of receiving this payment and releases the Dealership from any further claims related solely to the obligation to pay this amount.
  This Agreement pertains to the following vehicle (the Vehicle):
  Year: 2016
  Make: GMC
  Model: Yukon XL
  VIN: *****************
  LIMITED SCOPE OF RELEASE
  The Undersigned agrees that this release applies only to the Dealerships payment of $267.50 and does not waive, release, or affect any other rights, claims, or causes of action the Undersigned may have. Specifically:
  The Undersigned is not waiving any rights related to:
  Warranty claims (past, present, or future).
  Repairs or vehicle performance.
  Fraud, misrepresentation, or undisclosed defects.
  Any legal claims unrelated to the payment of $267.50.
  This Agreement does not impact the Undersigneds ability to use any applicable warranty or pursue any future claims against the Dealership or any other party.
  No additional promises, agreements, or settlements exist outside of this Agreement.
  CONDITIONS OF PAYMENT
  This Agreement is only valid if the Dealership pays the Undersigned $267.50 in full. If payment is not made, this release is null and void, and the Undersigned retains all rights to pursue any and all claims.
  
  Sincerely,
  
  ******** **********

  

  Business Response

  Date: 03/13/2025

  The Dealership will respond to Mr. ************ request via email to his personal email address.

  Thank you.

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 22941585
  
  I am rejecting this response because to ensure a clear and documented resolution process, I prefer to continue all communications through the BBB platform. As that is where this complaint was originally filed and should be documented.
  
  Sincerely,
  
  ******** **********

  

  Business Response

  Date: 03/17/2025

  The Dealership has made more than a reasonable and good faith effort to resolve this matter with Mr. ********** including offering to reimburse Mr. ********** the $250.00 deductible he claims he improperly paid (which the Dealership denies and disputes) in exchange for a release of claims.  The Dealership has expressed a willingness to engage with Mr. ********** with respect to the specific terms of that release, but Mr. ********** has refused on the basis that he wants all such negotiations and the form of the release to be publicly available through the BBB.  The Dealership finds this to be an unreasonable request.   The Dealership remains willing to negotiate and discuss the terms of the release with Mr. ********** through private email communications.  However, given its good faith attempt to resolve this matter in accordance with generally accepted business practices, and Mr. ************ repeated refusal to accept the offer the Dealership has made, the Dealership respectfully requests that the BBB close this complaint.

  Sincerely,

  ***** ****.

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22941585
  
  I am rejecting this response.

  I appreciate the Dealerships acknowledgment of my complaint and its willingness to engage in discussions. However, I must clarify a few points:
  Transparency  My request for negotiations to take place through the BBB is not unreasonable. I believe transparency is crucial in consumer disputes, ensuring accountability and protecting others who may face similar issues.
  Reimbursement and Release  The Dealerships offer of a $250 reimbursement in exchange for a release of claims suggests that it recognizes some degree of fault, despite stating otherwise. If the Dealership truly stands by its position, there should be no need for a release in exchange for rightful reimbursement.
  Good Faith **************** A fair resolution would involve reimbursement without unnecessary conditions. I remain open to discussing a reasonable solution but will not accept terms that unfairly restrict my rights as a consumer.
  If the Dealership is genuinely interested in resolving this matter, I urge them to reconsider their position and offer a resolution that does not require a confidentiality release.
  
  Sincerely,
  
  ******** **********

• Initial Complaint

  Date:02/11/2025

  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 am owed a gap refund that I was told would be mailed to me at my address at the time which was Indio. never received it, called to follow up 6-8 weeks later and totally have received the run a round. i got ignored multiple times, been told i will receive a call back, and was even told that im lying. they told me i was never told i would receive a gap refund?! (even though multiple people were with me when i was confirmed to receive it)i almost accepted that as an answer until i called and followed up SEVERAL more times. i was then told that they sent the gap refund to ********* who was my lender. I called ALLY multiple times and was told they never received the check. i spoke with honda to try and resolve it and continuously get told i will receive a call back and dont.. **** said he would help me but didnt follow through on his word. The only somewhat helpful person was *** the manager and he said there was nothing more they can do to help me since it was already sent out. I requested for a copy of the check showing that it has been cashed and yet to receive it. They are doing very unprofessional business when all I want is MY MONEY back that im owed but no one will help me. This has been an ongoing issue for 1 year. I forget the exact amount but it was $400-$500.

  

  Business Response

  Date: 03/11/2025

  Honda of the Desert does not have record that ****** *********** purchased ************* with a vehicle financed by **********  More information is needed to find the *** refund to which Mr. ********** is referring.  

  Thank you. 

• Initial Complaint

  Date:02/10/2025

  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.

  I initially bought my 2021 ******** Escalade (diesel) on 2/6/21. Ever year my car has to be towed to the dealership for multiple issues: service transmission (6/13/22), replacement of battery(8/10/23), fuel pump module (11/13/24), catalytic converter (1/2/25). Even with talking to the ** **** - he mentioned that 2021 had faulty parts. Most recently, I had my car towed back to Big Star on 1/2 where the service manager told me that I needed a new catalytic converter because I got some bad gas. When I asked him to put that in writing so I could go back to the gas station he refused and even had request to talk to the ** to get a rental car for the inconvenience of not having a car while serviced. I bought my car back on 2/7 because of the engine being loud and my car randomly braking. The service advisor stated the catalytic converter's bracket had broken and would get the part ordered but the random braking was due to the front camera going out at which point I paid $937.96 to hold the part until the other part comes in for them to replace. Every interaction that I have had with this dealership hasn't been good from buying the car to anytime that I get it serviced due to the parts department still have issues properly fixing the car. To make this right I would like for Big Star to either buy back the car in full of what I owe to my bank so I can go to another dealership and get a car that is not a ********, OR, provide me with an extended warranty that provides the bumper to bumper coverage. ******** has stopped making diesel escalades and addition has reported issues with the transmission and gear shifts.

  

  Business Response

  Date: 02/14/2025

  Thank you for taking the time to speak with us about your concerns regarding your Escalade. We appreciate you bringing this to our attention and sharing the details of your experience. We also want to thank you for your willingness to work with us to find a resolution. We understand your frustration, and we sincerely apologize for any inconvenience or disappointment this has caused. We value your business and are committed to ensuring our customers are satisfied with their purchases.
  
  As we discussed, we believe that we have a fair and agreeable solution. Regarding your request for additional warranty coverage, please let us know how you would like to proceed. In the meantime, if you have any further questions or information to share, please don't hesitate to contact me directly at ************.
  
  Thank you again for your patience and understanding. We look forward to resolving this matter.
  
  **** ******, General Manager
  
  

• Initial Complaint

  Date:02/08/2025

  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 traded in a vehicle for my truck 3 years ago. Today I was pulled over for tinted tail lights.
  I was not given a warning and was given a ticket almost immediately for having them.
  I was unaware that the lights on my truck were illegal? I went straight to the dealership.
  I spoke with the supervisor later in the evening. He was not willing to agree that this was something they should have recognized. He did not believe me and was not treating me like a valued customer.
  There is more detail but I am limited to expressing everything .
  I purchased the tail lights at an auto parts store. I only have 14 days to have them fixed to avoid the ticket.
  This is about principle to me. It about valuing your customers. And every individual situation dose not merit a single answer.

  

  Business Response

  Date: 02/10/2025

  I'm really sorry to hear about your experience with the tinted tail lights and getting pulled over. I can imagine how frustrating and stressful that must have been. While it can be disappointing to have your vehicle modified for personal style, unfortunately, some modifications can draw attention from law enforcement if they don't comply with local regulations. I hope it all got sorted out smoothly, and if you need any advice on staying within the rules for future modifications, feel free to reach out. We're here to help!

   

  Nissan of Orem

  
  

• Initial Complaint

  Date:02/06/2025

  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.

  Ken Garff St. George Ford service (Jason Summerhays) reached out after a week of no contact after picking up my truck from a massive repair to attempt to remedy a minor condition that resulted while the vehicle was in their possession. After finally hearing from him and after some text and voice communication it was said they would take care of it, even though they felt it wasn’t their fault (a broken window) and had no proof to back their statement. I was told that they would take care of the problem and they would replace my window if I could change my Ford consumer review to a positive one. After this whole ordeal and talking on the phone I agreed to be clear, honest and transparent in my review, but was adamant that I was taken advantage of during this entire encounter. I told him I would address and name him personally as to what he had done to help and rate accordingly the rest of the service department, as I couldn’t possibly give 5/5 rating with how I was treated there and I would give average fair rating. He at no point said that would be a problem. Apparently that was not acceptable to them and as a result, instead of him replacing my glass with factory OEM glass, I was sent a cheap eBay substitute that is not of similar quality. When questioned, he promptly reminded me that I didn’t give all 5’s even after knowing what we discussed prior. He then stated the factory glass is back ordered for weeks and he remedied the situation with this solution. Even though I was not in a rush to get a new window or even requested they re-tint my window. However, none of this was communicated to me before I received the low quality window in the mail. This just continues to solidify their complete lack of communication or customer service.

  

  Business Response

  Date: 02/06/2025

  We have contacted the customer and offered to send him a Ford replacement glass once the part is off back order. 

  Customer Answer

  Date: 02/06/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22906067, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Nick Marro

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car into Dewey Dodge a little over 3 months ago, because there were multiple issues going on with my car and per my contract with my warranty, I have to get my car fixed at the place it was bought. Months later I receive a bill for $2,670 and was told my car was fixed. After paying the money, I went to pick up my car and the check engine light was still on. I went inside to get it checked and originally the employee tried to give me the run around and not a straight answer. Come to find out a pipe had burst while my car had been in their care which aroused an entire new issue with the car. Now they are giving me another bill for $1,950 to fix my car for something that happened while they had it, instead of offering to fix it for free or even at a discounted rate. My warranty has already paid over $9000 to this dealership (with $4800 of it going strictly to labor costs). Plus my almost $3,000 and now they want an additional $2,000 for a problem that happened in their care. I’ve had to continue paying a $500 per month car note, car insurance and pay for rental cars while my care has been getting “fixed” by the dealership. They haven’t offered to put me in a replacement vehicle or anything.

  

  Business Response

  Date: 02/05/2025

  Spoke with the customer and we have talked through her experience at Dewey Dodge.  We have come up with solutions to help her with her vehicle and make sure her concerns are resolved. The customer has accepted the resolution.

  Customer Answer

  Date: 02/07/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22897164, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Annie Brown

• Initial Complaint

  Date:02/03/2025

  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 am highly dissatisfied with the service department. At first, I allowed them some grace understanding that they were short staffed. However, the service provider never updated me as to what was going on with my car. They estimated it would take a month for them to get to my car. I had my car towed into their shop in the middle of November and received a texted that day telling me who my service provider is and that I can text any time. I text him 11/14, 11/18, 12/5 for updates and got the same response that they still haven't gotten around to my car. On 12/18 I sent another message saying that if they haven't looked at my car, yet I will be taking it somewhere else. This time he did not even text me back. In the beginning of January I went into the shop and they said there's a work order but never told me anything as far as what they were doing. The supervisor said it should be done in a few weeks. I still have not heard anything back from them.

  

  Business Response

  Date: 02/11/2025

  Tell us why here...

  
  We appreciate the time Ms. ******* has taken to express
  her concerns with her vehicle repairs at our KIA Waipahu location. 
  
  We certainly do apologize for any delays with services on
  our behalf and we are contending with an unusually high volume of vehicle
  repairs. This is never our intent, and we appreciate her understanding and patience
  as we continue to reduce our heavy workload.
  
  As of the date of this response, we have identified the key
  issues with her vehicle and will provide Ms. ******* with an estimate to repair
  the faulty components on her vehicle. 
  Our customer service agent will be in contact with her over the next
  several days.
  
  Please feel free to contact me directly at [email protected] or my cell phone number
  at ###-###-#### if I may be of further assistance.
  
  Sincerely,
  
  **** **