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:11/12/2024

  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.

  Purchased 2022 RAM 1500 4x4 Laramie with 9k miles in June 2023, full 100k mile warranty. At 63k miles several dash lights came on following an oil change at another certified RAM dealer. Mechanic said there is a recall for *** and *** failure. Was told there is no resolution and would be placed on a waiting list as there is no computer program code available to fix the abs/ebs system that has altered breaking, throttle, steering, blind spot monitoring, forward collision, emergency breaking, cruise control, and 4x4 functions. Was told to trade it in or sell it outright as the company, *****, did not want it back, and would not offer fair trade for liability reasons. Was offered well below fair value for trade. No option to negotiate. No option for loaner vehicle was provided, was told to call ******** direct and deal with them privately. This open recall is dangerous. There was no documentation provided in writing via mail by ******** and was only discovered during regular oil ******************** as mentioned. After which almost caused serious injury to a pedestrian at a local gas station as breaks went out, then came back right before almost hitting the individual. This dangerous recall has forced me to buy elsewhere and loose money left owed on the trade as it was not safe to drive and was considered a liability for *****. I was forced to buy elsewhere for a different vehicle as no option was provided other than buying brand new and much more expensive at ***** and loose thousands on trade in. And sure enough, their sister company ********************* called and txt me asking to buy new without a trade in.

  

  Business Response

  Date: 11/25/2024

  We at the dealership level can not control when recalls are announced on vehicles or which vehicles have recalls.  Recalls are handled and announced from the ***.  When vehicles are involved in recalls we must follow instructions from the *** for any repairs and must obtain parts when released from the ***.  When we did speak with the customer we did offer the option to trade in the vehicle.  We use fair market value for all our trades.  When we offered fair market value for his trade we did not into account that it had a recall on the vehicle so the customer was not being penalized in his trade value for vehicle having a recall.  The customer was not in favor of the value on the vehicle.  He also stated that he did not want another ******** product.  He stated at the time that he would like a GM product so we offered him the option of our GMC store to contact him.  We also stated that if the other dealership did not give him the same trade value that we would still purchase the vehicle for the fair trade value offered.   The customer did ask for a long term loaner.  We then expressed to him that we had to follow the instructions on the recall notice from the *** and the loaner was not a option for this recall until we have further instructions from the ***.  That is when My General Sales Manager gave him the option to Call ******** directly and ask for options for his vehicle.  We at the dealership level can not call the *** for recall matters on the customers behalf.  The *** would have to speak directly to the customer.  They have a customer service line that handles these matters directly on recalls for customers. The customer did call us back a few days later and expressed that he did purchase a vehicle from another location.  This would be a *** concern with any recalls that effect vehicles.   

• Initial Complaint

  Date:11/08/2024

  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.

  From the beginning their rates are higher for labor nationwide. Their parts department price gouges over 100% of MSRP. Each person you talk to about an issue points to someone else and says its not their department or problem, which leaves you in an endless loop of terrible service. Their customer service is non existent. They do not care if you are dissatisfied. Without notification disconnected my dash cam, failed to put it back together and then blamed it on the sun. Our parts worker rolled their eyes right in front of us. Just very rude. They also didnt vacuum or wash the car as indicated on the invoice. We picked up the vehicle today 11/8/2024

  

  Business Response

  Date: 11/15/2024

  We would be more than happy to assist the customer however we would like to see where he is receiving his information from. 

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22530563
  
  I am rejecting this response because: it fails to address any of my concerns. My primary complaint is with the over charge on parts. As suggested by the customer service *** I went to molar ********* and entered the product number for parts in the ***air. The prices on ********* showed nearly - 100% mark up on the parts required for the ***air for the intake manifold and fuel lines. If you look at the price originally quoted and even the adjusted prices for parts they exceed 75% mark up. In fact if you look at similar items done in a decal ***air the prices reflect mortar pricing but for the same or similar parts I was charged an egregious amount over retail pricing. In addition no one addressed the fact that my dash cam was dismounted unplugged and ripped from my window. Had they asked I could have showed them how to remove it properly and not causing damage to my device mounting. In regards to hourly rate just call local routing state  dealerships and the shop rate of 249 per hour is above market value. However thats not my primary complaint its the price gouging on molar parts and the lack of communication from the dealership. 
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 11/19/2024

  Good afternoon we have spoken to Mr. **** and have agreed to mail him a check $1000 for the inconvenience, and negative experience he receives at Texan Dodge. 

  Customer Answer

  Date: 11/20/2024

   
  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,
  
  ******* ****

• Initial Complaint

  Date:11/04/2024

  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.

  My car was having issues so i called the original dealership where i purchased it from (Big Star Haundai). They were taking a while to call me back but when they did I called a tow truck to pick up the car. They weren't able to work on the car due to not having the proper technicians, they recommended I visit their sister dealership (Big Star Honda) I got the car to big star Honda and in a couple days they told me that the battery was bad and they weren't going to be able to run the diagnostics unless I change the battery, I told them to go ahead and change the battery, then they said it was the spark plugs, I told them fine change that too, then they said I needed to get the fuel pump replaced, I already knew it was going to be expensive so i told them ok, a couple days later they told me that wasn't it, that it was the fuel line, I then asked if it wasn't the fuel pump can I get the old pump placed back and he said he would call me back, its about to be a month and I've gotten no response from the person who was working on my car. Every time I call they either tell me they're going to call me back or they just send me to voicemail, I'm getting tired of having to pay for Ubers left and right when I have a vehicle but no response on what's going on.

  

  Business Response

  Date: 11/08/2024

  Good evening.
  

  Thank you for bringing your concerns to our attention. I have thoroughly reviewed the details of your complaint and discussed the situation with our Service Director. I sincerely apologize for the lack of communication you experienced while your vehicle was in our care.

  Please know that our technician has been diligently working with Honda engineering to diagnose the issue with your vehicle. This has proven to be a complex matter, and while we understand the frustration of an ongoing repair, our technician has been adhering to Hondas prescribed diagnostic flow charts and repair procedures throughout the process.

  
  We have replaced several parts that have resulted in improved idling performance and startup functionality. However, after further evaluation, we determined that the fuel pressure rail sensor was also faulty and required replacement.
  In response to your concerns, I have instructed our service department to work with you directly to develop a solution that will ensure no additional out-of-pocket costs beyond what you have already authorized.
  

  We appreciate your patience and understanding as we continue to resolve this matter. Should you have any further questions or need additional assistance, please do not hesitate to reach out to me directly.
  

  Thank you for your time.
  Sincerely,
  **** ****
  General Manager

  
  

• Initial Complaint

  Date:10/22/2024

  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.

  We went to Ken Garff Hyundia in ********, ******* and traded in our truck witch was leased and still had time on the lease let for a 2024 ******. We first went to the dealership on Monday, September 7th and looked at the ****** and liked it. We spoke with Will ****** and he worked with us and took us on a test drive. Before we left that afternoon, Will introduced us that day to a man named **** which he said he was the new GM. They told us they could not work up numbers for us that day since we were looking to trade in a leased vehicle and they could not reach that lender on the holiday. Both Will and ****, said they knew people at ****************** (where our trust was leased from) and that they were certain the could help us as they have done many deals with that leasing company and should have some pull with them. We went in Saturday, September 7th and were able to work out a deal that we accepted. We thought all was good and fine until we got a call Wednesday, September 25th at 3:56pm and a man told me they messed up on the sales tax of the truck we traded in and that we now owed an additional $1860.00. If we could not bring that in, they would have to add it to our fees due when we license the car. I told him that we don't have that to bring in and that I have a signed contract without that fee in it. He stated he would see what could be done and would get back to me. As of this complaint. we have not heard anything further from the dealership. my wife went in to ************** Auto License and tried to get the car licensed just to find out that this $1860.00 fee as been added to our licensing total. The lady at the county said her email notes from *** ***** show a lady had called and spoke with us about this issue and we agreed to this, WHICH WE HAD NOT ******** can a car dealership do this? Change the numbers on a contract after the fact without the purchaser knowledge and agreement?

  

  Business Response

  Date: 10/23/2024

  Thank you for reaching out and sharing your concerns. I want to sincerely apologize for any confusion and frustration youve experienced following your recent purchase of the 2024 ****** at Ken Garff ******* of ********* I understand how unexpected this situation has been, and I appreciate the opportunity to address it.
  After a thorough review,it appears that the issue arises from Wyomings tax regulations regarding leased vehicle trade-ins. Unlike owned vehicle trade-ins, the State of Wyoming does not grant a sales tax credit on trade-ins that are leased. This rule is set by the state, not by the dealership, and I regret that this may not have been clearly communicated during your purchase. As a result, the tax amount associated with your trade-in is still owed to the State of Wyoming.
  I also want to clarify that Ken Garff ******* of ******** did not, nor would we ever, modify the terms of your signed contract without your knowledge and agreement. We strive to maintain complete transparency, and we understand the importance of ensuring our customers have a clear understanding of all aspects of their transactions.
  If would like to discuss this matter with me directly to provide further clarity and explore possible ways to assist you, please feel free to contact me at ************** or via email at *********************************************************** at your earliest convenience.

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22460886
  
  I am rejecting this response because:

  I feel that any company that tries to alter a signed contract after the fact without informing the other party is at least immoral and unethical but frankly it is illegal.  We took time off of work and drove into town (45 mile drive) to sit down and discuss this face to face and all we were told is that they will have to discuss their error (which they admitted at this time they made) and have to get back to us.  We are still waiting for that.  In the mean time they are holding hostage our ability to register and license the car.

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

  

  Business Response

  Date: 11/04/2024

  We have not altered the contract.  The difference due is the sales tax that is owed to register the vehicle.  There is nothing more that will be done by the dealer.  The sales tax will have to be paid by the consumer to register his vehicle.  

• Initial Complaint

  Date:10/18/2024

  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.

  Bought a brand new jeep from them in 2020, no problems with it until recently. Now my car won't go into park or shut off. They say the shifter is broken and there is no ETA for parts.I've been without my car for 10 days now with no end in sight. Not really any help or communication from them.

  

  Business Response

  Date: 10/28/2024

  We currently have an Estimated delivery date on the part of November 17, 2024.  As soon as the part is available, we will get the vehicle fixed.

   

• Initial Complaint

  Date:10/16/2024

  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.

  Business Name: Ken Garff ******* Downtown ******************************************* ************** Complaint:I am writing to file a complaint regarding my 2018 ******* Santa Fe and the poor service I received from Ken Garff ******* Downtown in **************, **. My vehicle has been burning 2-3 quarts of oil per month, which I believe is excessive and indicative of a serious issue.When I contacted the service team, I spoke with ****, who claimed that the oil consumption was due to an aftermarket air filter and that this level of oil consumption was reasonable. I strongly disagree with this assessment. I informed **** that such oil consumption is not normal and suggested that the vehicle may have a defective engine, a known issue for this make and model year.Pauls response was dismissive and condescending. He insisted that I did not understand the situation and refused to acknowledge the possibility of a defect, despite my mention of an active lawsuit regarding this issue. When I requested to speak with someone who could provide real assistance, **** refused and abruptly ended the call.Additionally, the dealership performed a BCT Test on the engine and, due to it passing, they are refusing to help because the vehicle is not currently in limp mode. I brought my vehicle in April 2023 when the check engine light was on, and it was in limp mode and would not accelerate. At that time, the dealership informed me that they reprogrammed my car to not go into limp mode as easily. Since then, my car has started burning excess oil of 2-3 quarts a month.I am extremely dissatisfied with the service and the lack of support from Ken Garff ******* Downtown. I believe I was sold a vehicle with a defective engine, and the dealerships refusal to address this issue is unacceptable. I am seeking a resolution to this problem, including a thorough inspection and repair of my vehicles engine, or a replacement if necessary.Thank you for your attention to this matter.

  

  Business Response

  Date: 10/17/2024

  When our Service Manager spoke with ****** on 10/16/24 he explained to her that her vehicle is not covered under the warranty engine extension with *******. We would not be able to proceed with a warranty repair without ******* authorizing the repair and that she needed to go through them to get any further assistance. The number for her to call for ******* Consumer affairs is **************. The vehicle has a Branded title, she is not the original owner, her complaint does not fall under what the warranty extension covers, her vehicle is out of warranty by 2 years and out by ****** miles. For all of these reasons it would not be covered unless she is able to persuade ******* to help out, in my experience there is too many reasons it is not covered and they will not help.
  
  
  The vehicle was not purchased from Ken Garff ******* Downtown and has been in our service department one time approximately 18 months ago. 

   

  thank you 

  ***** ****

  General Manager 

  Ken Garff ******* Downtown

• Initial Complaint

  Date:10/11/2024

  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.

  As everyone who buys a new car, they hammer you on buying their extra coverage for thousands of dollars, in which I did. I purchased the wheel, windshield (covershield) coverage when purchasing the vehicle. I filed a damaged windshield for coverage 6-8 mos ago. I've been in 3 times and the young collision manager takes my number and puts it on a sticky note. First visit the damage was approved and ***** was to get me a new windshield for my coverage. As months went by, I stopped in, they said my windshield they ordered was broken on arrival. they ordered a new one. months went by, I stopped in, they took my name and number and acted like a windshield was hard to come by for such a popular vehicle. Stopped in months later again...took my number. Compete garbage. You take my money for coverage and don't live up to promises. This goes another week further and I will make sure to make sure that nobody I know buys a vehicle from ***** **** the rest of my life. Treats you better my ***. I want a complete refund for the insurance coverage I have a contract for. I will get the windshield from people who are competent.

  

  Business Response

  Date: 10/19/2024

  ***** **** Body Shop was able to get all the repairs taken care of on Friday.  Customer was able to take delivery of the vehicle on Friday as well as a full detail on his vehicle.  If there are any additional questions or concerns, please reach out to us so we can get it addressed for you.  Thank you. 

  Customer Answer

  Date: 10/21/2024

   
  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. 
  

• Initial Complaint

  Date:10/04/2024

  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.

  When I contacted **** to get a time estimate on recall repair of my 2021 **** Escape, I was told it would take about two hours. I had them come pick up my car from work at 7am, on the basis that I would have it back before leaving work at 4p. When I called around 12p, I was told he was still working on it, and there were no updates that could be provided. I asked about the possibility of a loaner, and was told 'that just depends on the outcome'I then called around 4p, just after getting off of work, and was told he is still fixing the issue, and sometimes these jobs can take up to eight hours instead of the two I was quoted. I stated that they had the car for nine hours at this point, I needed to get home and had obligations to fulfill and needed my car to do so. His response was "Well if you try to turn the car on now it will get very mad at you"I understand that my car is still being worked on but I still have obligations to fulfill, and I was told it wouldn't even take anywhere near this long. Then to be told they have no options, is absolutely unacceptable.

  

  Business Response

  Date: 10/04/2024

  I phoned Blake this morning ,i was very apologetic and explained when he called to set his appointment, he was speaking to our call center in lake, they have no idea time frame for this repair , we have delivered his car back to him 

• Initial Complaint

  Date:09/30/2024

  Type:Product 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.

  back in 2021 I bought a 2018 Hyundai Tucson, that was all good and went smoothly till the car was totaled by another party back in May of this year.
  
  After the vehicle was totaled I called Ken Garff to cancel the GAP insurance and warranties that were tied to the car, this is where the nightmare began.
  
  I have been emailing back and forth with one of their representatives Pouyan A*****, and he instructed me that Ken Garff would refund me about $2600 for the cancellation of warranties and GAP.
  
  About a month later I received a check for just over $1000, when I reached back to them they told me that was all I was going to get. After emailing back and forth they discovered that they never cancelled the GAP insurance and that they would refund the remaining $1,600.
  
  I have been trying to get the remainder refunded to me for several months now and it is one excuse after another "the person who cuts the checks is out of town" or "I am out of the office and will update you on Monday," but they never update. I have constantly had to reach out for updates to just be told another excuse.
  
  This practice is extremely shady and I can't help but feel like Ken Garff is not owning up to their mistake. They keep telling me that I will get the remaining $1,600 of my money but they won't do it.
  
  This has been going on since May of this year

  

  Business Response

  Date: 10/01/2024

  Mr. *******,

   

  We are so sorry for the confusion and poor service and communication. We have dropped the ball on explaining how the refunds work. When you purchased the Extended Service Contract you paid $2999.99 when the car was totaled you had used 66.16% because of the millage on the car at the time of the accident, so the prorated refund after the $50 cancellation fee was $1038.43 refunded to you. The GAP coverage had a cost of $895. The refund amount should have been $612.21 going from the date of the total loss. Usually on a total loss there is a GAP payout so there is no refund paid out. The fact that we did not catch that there was no GAP paid out is where we dropped the ball on that $612.21

  If Pouyan told you that you should expect $2,600 in refunds he was clearly not accurate on that number. The total refund for both products should have been $1,650.64. Therefore to make up for our misquote and the hassle we have caused you we will do a good will check $1,561.57, so the two checks combined would equal the $2,600 that you were quoted.

  We will call you to make sure we mail it to the right address.

   

  Thank you 

   

  Trent B***

  Customer Answer

  Date: 10/02/2024

  
  
  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,
  
  
  
  ****** *******

• Initial Complaint

  Date:09/19/2024

  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.

  I needed a new truck. I have been buying ******* for 20 years. I agreed to a specific truck and price with a sales person and put a deposit on a truck. When I came to pick up the truck they switched VIN numbers from what I put a deposit on. The truck had way more miles than the one I put a deposit on. As it turns out the truck is a lemon. They have had it 4 times now to fix the same problem but they can't. They have had ****** engineers look at it and they can't figure out why is does not work properly. Each time they have had it they have had it for over a week. They currently have my truck for the last 15 days. I paid for a safe reliable truck. They currently have me driving a loaner Frontier ( same as my truck) and it works perfectly. This illustrates that the truck they switched me into is a lemon they were trying to unload on someone. It clearly does not work correctly and they refuse to do the right thing. They should replace it with a safe reliable truck. That is what I paid for. That is what I should have. This company has no integrity and refuses to do the right thing. The right ting to do is provide me with a safe reliable truck that I paid for.

  

  Business Response

  Date: 09/24/2024

  We are working with ****** North America on a lemon case.  This process can be long and frustrating.  Had we been aware of the problem, we would not have sold the truck. This truck had the same features and looked the same as the truck you wanted. We in no way intentionally switched the truck to pass off a lemon. Our service department has been involved every step of the way trying to get this resolved.