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:01/24/2025

  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.

  To Whom It May Concern:
  
  I am writing to express my dissatisfaction with the service I received at Ken G**** Honda of Orem regarding my 2022 Honda Civic Hatchback Sport Touring.
  
  In July 2023, my car was having issues with dying in the morning. I was advised by the dealership that the battery was faulty and was replaced. However, the problem persisted, and I was then informed that the issue was due to a faulty driver’s side door handle sensor, which was draining the battery. I was informed of this on 01/09/2024
  
  I was strictly informed in July 2024 that if this issue reoccurred, my labor fee would be waived. However, it was not. Additionally, I instructed them to perform an oil change while fixing my car, but the service light was not reset, which caused additional inconvenience. Furthermore, the wrong part was ordered for the door handle, causing further delays. I had took the car in get this replaced on 01/22/2025. But had to leave due to the fact they were not able to work on the car.
  
  Upon discussing compensation for these issues, I was only offered a $20 discount, which I believe is insufficient given the circumstances and the dealership’s repeated oversights.

  

  Business Response

  Date: 01/28/2025

  Mr. Zubia,

  We apologize for this inconvenience that you have experienced with us. Looking through the history of the vehicle, we diagnosed the vehicle for having a failing battery back in July of 2024 at 41,265 miles. We replaced the battery with a factory Honda battery at that time and released the vehicle back. The vehicle returned to us on 01/08/2025 for a concern that the vehicle was draining the battery and would not start in the morning. We had found that there was a faulty driver front outer door handle that was causing a parasitic draw on the battery of .08 mA. With the door handle disconnected, the draw dropped to .02 mA. This confirmed a shorted driver door handle antenna causing the battery draw due to the vehicle seeing a constant unlock request from the door handle. We replaced that handle 01/24/2025. We also noted a .01 mA draw from the GPS unit in the vehicle. With that disconnected, the draw dropped to the standard .01 mA that the vehicle will have with the clock and other items staying on. After that, it appears that the battery that we had installed had once again failed, potentially due to the ongoing drain we had from the handle assembly previously. Our drive manager did replace the battery again 01/28/2025 with a new Honda battery and the technician has confirmed no further excessive battery draw. We charged on this last service for the door handle install. We were to waive the diagnosis fee, but it appears in this repair order, that the 160.00 was attached and not caught by the service advisor during checkout. We will happily reimburse you for the $160.00 plus tax for the overage. We again apologize for the inconvenience you experienced with us. 

  Customer Answer

  Date: 01/29/2025

  
  
  Better Business Bureau:

  Thank you for your response and for providing a detailed explanation of the issues and resolutions regarding my vehicle. I appreciate your acknowledgment of the oversight and your willingness to reimburse me for the $160 plus tax. I accept your resolution and look forward to receiving the reimbursement promptly.

  Could you please confirm how soon I should expect the reimbursement? Additionally, will the reimbursement be processed back to my original payment method, or will it be deducted from the financing I used for the car repair?
  
  If you need any further information from me to process this, please let me know.
  
  Thank you again for addressing this matter.
  
  Sincerely,

  Brayden Zubia

• Initial Complaint

  Date:01/20/2025

  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.

  I had taken my car for an alignment and a recall on Jan. 6, 2025. My car was in perfect body condition when brining it in. I had then received my car and the wheels were severely damaged. The coating was either rubbed off or had something on it that stripped it. The color of my wheels was silver and now they are black. I specifically called the next day when I noticed and they transferred me then hung up. I called 3 days later and spoke to someone and then they tried to tell me it was starting to look like that when it was brought in. I have proof of my car in the shop looking fine. When I called they said they would get back to me and never did. I then texted them 2 days later and no response. The next day I showed up and showed them my problem and they told me to make an appointment. I did that following Monday and they said that they would not pay for it because when it left the shop it was fine. My mom and I went back to look at said video and showed them right there that it wasnt. They kept saying they cant prove that they did it so they would contact their manager and have him call us back. That never happened.

  

  Business Response

  Date: 01/23/2025

  Spoke with customer and she is dropping off her vehicle on 1-28-25 at 1pm and picking up a rental vehicle for us to repair the paint on her wheels at no cost. 

• Initial Complaint

  Date:01/10/2025

  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.

  Worked with **** at Ken Garff Ford in American Fork Traded in 2019 F150 for $26,500 along with $16,000 for 2020 F150 with near $3000 extended warranty and oil change plan. November 15, 2024 Weeks later transmission needed replacement, covered under manufacturer warranty thankfully and was later replaced, for personal reasons sold 2020 F150 back to Ken Garff for $36,500 with a new transmission, in much better condition then what I had received the vehicle in.Signed all the forms, handed keys over on Dec 27th and was told I would have check in a few days. Few days pass, no check. Contact **** he tells me about another few days, few days later still no check. Contact **** again and he passed the buck to a *****, tells me the title is in flux and that ***** would have answers for me. Left message for ***** 1/8/2025 and here we are 2 days later with zero communication from ****, *****, or anyone from *********************** out a truck I felt I overpaid for initially with transmission issues and later undersold for. Im also out $36,500. My truck was stolen from me in essence. They had no problem taking my money and having me wait for the title, but refuse to pay me what Im owed for selling it back to them, at a much lower price and in much better condition then when I had originally purchased it with a failing transmission I might add, and wait for the title themselves. Ive yet to hear back from **** or *****, and am now asking for help to resolve this matter and receive my money.

  

  Business Response

  Date: 01/13/2025

  I have reached out to ********* to hear/understand his concerns.  We were able to come to a resolution and will be delivering a check to him tonight (as requested).  This is resolved.

• Initial Complaint

  Date:01/02/2025

  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 car from this dealership in March 2024 and it was shipped to my home. Upon receiving the vehicle i noticed no oil was registering on the dipstick. I immediately had to put oil in it and schedule an oil change. Also, when I got the car it had a rear wheel bearing out which was not disclosed before purchase. The battery terminals were also corroded, and it wasn't getting a good connection. The car was supposed to be serviced before purchase. Multiple warning lights have come on while driving, which disables ALL safety features. It is now in the shop for head gasket failure. I don't think the car was checked at all by them before I made the purchase. I did not bother to call the shop because it is almost 700 miles away. I made the simple repairs myself, but now that i have a blown motor I would like to go ahead and file the complaint against this dealership for not properly checking the car before selling to me. I will have spent a total of around $3800.00 on repairs since March 2024. I would like for them to at least pay for the head gasket replacement. I believe this is fair since they lied about the cars condition and lied about servicing the vehicle before selling it. Once i pay for the head gasket, i would like for them to do the right thing and at least pay for parts/labor. This is how I do business with my customers because it's the right thing to do. I was told there would be no warranty but just recently received an email that my warranty had expired? I do not understand this at all. I will be glad to show receipts for all repairs.

  

  Business Response

  Date: 01/03/2025

  Dear Better Business Bureau,

  We have reached a resolution with Mr. *** regarding the complaint concerning the purchase of a Subaru Crosstrek on 03/22/2024.

  Following a discussion with Mr. ***, as a goodwill gesture, Big Star ford will contribute a $1,000 towards the cost of repairs.

  Mr. *** has agreed to accept this resolution as fair and satisfactory outcome.

   

   

  Customer Answer

  Date: 01/06/2025

   
  
  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:12/31/2024

  Type:Order 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 trying to sell my car to Carvana and was informed there's a lien on it from Ken Garff. I tried calling and the operator forwarded me to an un-named voice mailbox where I left my name and call back information on ********.

  

  Business Response

  Date: 01/03/2025

  Please call me at ###-###-#### so that we can get information to better assist you.

  Thank you!

  Ken Garff Customer Relations.

• Initial Complaint

  Date:12/27/2024

  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 purchased a used vehicle from the Ken garage dealership. They showed us the records and said they had inspected the vehicle and showed a paper showing everything had passed and the vehicle was in great shape. We specified multiple times to make sure the vehicle had been inspected and nothing was wrong.
  We picked up the vehicle and on the drive home not even 5 miles from the dealership the engine light turned on and the transmission died on the freeway and put us in harms way. We immediately returned to the dealership and requested that since the vehicle was obviously not safe to drive and they needed to fix it: they did fix the transmission and we picked it back days later only to have the entire control panel break and all the engine lights come on AGAIN 3 days later. We also saw the brake lights don’t turn on. The speedometer wouldn’t function and we reviewed the “inspection” and it said all brake lights functioned and the vehicle was road legal. However the vehicle is NOT safe to drive on the road and with a broken speedometer and engine lights that it is extremely obvious have been on and have kept getting cleared we are realizing we were sold a car under false information and it appears the dealership cleared all the engine lights to sell the vehicle under “good” condition. We have requested to the dealership the same day we picked the car up for them to under good faith take the car back and we would buy another car the same price from the same dealership that was what the advertisement and inspection actually said and they refused. We want to have the dealership be responsible for selling a car that is not driveable and they are complaining to us that the vehicl was sold “as is” but the documents we were given do not match what the car is saying.

  

  Business Response

  Date: 01/03/2025

  I would be happy to direct your concerns to someone who can address your concerns.  Please respond with the location of the Ken Garff dealership from which you purchased your vehicle or call me at ###-###-####.  Thank you!

  Tina

• Initial Complaint

  Date:12/19/2024

  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.

  Im writing to formally address a significant issue with the ******************************************************** September. Before finalizing the purchase, I raised concerns about an odd noise coming from the engine. I was assured by your salesperson that your mechanics inspected the vehicle and found no issues. Additionally, I was told the vehicle had undergone an oil change. Based on this information, I proceeded with the purchase.Unfortunately, just two months later, the vehicle is experiencing severe engine problems, including a loud knocking noise. When I brought the car back to your dealership for inspection, I was informed that your team could not look at it because it was a ****** & not a **********. I then consulted a separate mechanic, who determined that there is severe engine ************ knock resulted from a lack of oil in the car. The mechanics professional opinion is that the oil change, which your dealership claimed to have performed, was never completed. This oversight has led to significant damage requiring the engine to be rebuilt.This situation reflects a clear misrepresentation of the services performed and the vehicles condition at the time of sale. I believe this constitutes deceptive practices under Utah consumer protection laws. As such, I am requesting a resolution in the form of:1. A full refund for the vehicle/reimbursement of the loan. 2. A replacement vehicle of comparable value and condition;I hope to resolve this matter amicably and quickly. However, if a satisfactory resolution cannot be reached, I will have no choice but to escalate the issue by filing complaints with the *************************************** and the Utah Division of Consumer Protection, as well as exploring legal action to recover my losses.Please contact me directly to move forward. I look forward to a quick response.

  

  Business Response

  Date: 01/13/2025

  that the issue has been amicably resolved between the Dealership and Ms.Cunningham 

• Initial Complaint

  Date:12/18/2024

  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 had purchased a new new vehicle at the dealership on or about 12/11/2024.My sales person Isaiah indicated to me (through) text messages that if I would put down 1K as a down payment on the car he would give four (4) gift cards of $250 each. After I taken delivery of the new car I received one (1)
  "gift card", however, after returning home I called the number in back of the card and as it turns out it's not a gift card whatsoever but a series of coupons at various food outlets. They mislead you in thinking that it's a real gift card for local restaurants that you can use without spending any money.
  Additionally, but most important, the finance company that financed my new car (Global) called me for a welcome interview, during this interview I was informed by them that the extended warranty and gap insurance is purely optional on my part. This is not what occurred at the dealership, both the sales manager and finance manager told me that I had no choice but to purchase these items otherwise I cannot get the car. On 12/18/2024 I came into the dealership attempting to speak to any managers, one came out and was very rude and didn't want to talk whatsoever and indicated to me that I wanted more then what I deserve.

  

  Business Response

  Date: 12/26/2024

  after speaking with customer and offering a complete back-out of transaction.... He decided to keep the vehicle in exchange for 3 fuel fill ups at the gas tank 

• Initial Complaint

  Date:12/18/2024

  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.

  My new F150 Lightning is a great truck (thanks to **** not Big Star). Main and major compliant with Big Star - they install PLAD *** tracker to prevent vehicle theft on their lot but then pass on tracker as an add-on during customer purchase. My experience - I was told this feature was part of the deal and included in my new truck purchase with my understanding it was not an add-on. Wrong - they tack $1495 onto your contract after misrepresenting the deal. You - as the buyer - need to catch the slight of hand as you go through a dozen or more signatures with the Finance guy who also neglects to inform you about the add-on. I missed it not reading fine print that said once you sign, you cannot back out. So, buyer beware! You do not need to purchase this add-on no matter what they tell you. It's a dealer added cream puff to pad their profits and was definitely/intentionally misrepresented to me which I believe is a violation of the Texas Deceptive Trade Practices Law. Just a note - Big Star Manvel is part of the Ken Garff dealership family with 73 locations around the country. Reddit reviewers are running into this same scam at other Garff locations in different states. So, repeat - you do not have to purchase the *** tracker. In fact, you can get same deal much cheaper on your own hook if you really want this feature. If you buy at a Garff dealership - DO NOT let Finance guy use desk top light board to have you add electronic signatures. This is another scam where you do not have control over reading the docs. In my case, the Finance person quickly scrolled over the payment portion of docs so I did not have time to see/read what I was signing. I trusted him and my sales person (big mistake) thinking it was a nice gesture to speed up the process. If I had been given hard-copy paper versions of contracts I would have spotted the "deception" and not been duped out of $1800 total. You can demand paper - then look for any bogus dollar signs. Good luck.

  

  Business Response

  Date: 12/20/2024

  Mr. ****** and ************* have resolved the issue on terms agreeable to both parties. 

• Initial Complaint

  Date:12/09/2024

  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.

  My 2017 ******* Santa Fe was dropped off November 8, 2024, for engine replacement. Upon picking up my vehicle on December 7, 2024, multiple items were missing including 4 pairs of sunglasses and a protection taser. The value of these items is well over $150. I was told by the service manager **** ****** that "anyone can break into a vehicle in 30 seconds if they have a kit".

  

  Business Response

  Date: 12/09/2024

  The customer ******* ***** is correct there were some items taken from her car when it was in for engine replacement. I talked to ******* on 12/8/2024 about this and was sent an email shortly after with a list of 4 sunglasses that were missing from the car with dollar amount for each. ******* also sent an mail on 12/9/2024 in the morning stating that there was also a taser that was missing. I have reached out to ******* on 12/9/2024 5:15 and discussed the total of $215.00 to replace the stollen items. She agreed that this was ok and I will have her a check for the total of $215.00 on 12/10/2024 

  Customer Answer

  Date: 12/10/2024

   
  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,
  
  ******* *****