Complaints
This profile includes complaints for Ken Garff's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 476 total complaints in the last 3 years.
- 204 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/19/2024
Type: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.Initial Complaint
Date:09/13/2024
Type: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.
The car had a electrical issue 2 weeks after being purchased. The dealers didnt want to take action and even then it took 3 months to fix once fixed 3 weeks after getting the car it went back for the same issueBusiness Response
Date: 09/19/2024
***** is bringing more information and possibly the vehicle for inspection.Initial Complaint
Date:09/06/2024
Type: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 paid $750.00 to Kia to reserve an EV9 back in November 2023 through Kia.com where it clearly states the deposit can be refunded if I decided not to purchase the vehicle. The verbiage on the websit stated, "Fully Refundable Reservation Payment: You have the right, at any time prior to purchasing or leasing a new Kia EV9, to cancel your reservation and to receive a full refund of the reservation payment from your selected Kia dealer. If you ultimately reach an agreement with the dealer to purchase or lease an EV9, the reservation payment will be applied as a credit towards the acquisition price in the transaction." After several months of not hearing anything from the dealership, I decided to not purchase the vehicle and requested the refund initially in May of 2024. I have had several communications with dealership and Kia Customer Care (who indicates they have reached out to the dealership several times) over the last 4 months, but have still not received the refund.Business Response
Date: 09/06/2024
The refund Has Been Completed on the 4th and it takes 10 Business Day to show I have set a hard date with Burrell of the 16th if he does not receive it he will come instore on the 16th and pick up a checkCustomer Answer
Date: 09/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22249501, and find that this resolution is satisfactory to me; assuming the stated outcomes actually occur.
Sincerely,
Jason BurrellInitial Complaint
Date:09/03/2024
Type: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.
July 18, 2024 we scheduled service with Ken Garff Ford for 2017 Ford F250. The truck needed an oil change and to investigate why the check engine light was on. On July 25, the truck was returned, we paid $878.06 for repairs. The invoice stated the repairs were made and complete. When I got in the truck, the check engine light was still on. I contacted the dealership and was told they would come pick up the truck and fix the issue and asked me to change the results of the customer satisfaction survey, when I said I would change the results of my survey when the work was completed to satisfaction, they did not show up for the repairs. The service manager offered to purchase the truck for $33,500.00. When I showed up with the title and appropriate paperwork to square the deal, they said they never offered to purchase it. Now, they have my truck and refuse to make the repairs that I already paid for, and won’t purchase the truck unless it is fixed.Business Response
Date: 09/10/2024
The attached images are for a different guest that is stated. We met with the guest on the imaged Repair Orders a few days ago and left of amicable terms. Thank youCustomer Answer
Date: 09/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22235249, and find that this resolution is satisfactory to me.
Sincerely,
Phylicia GuerreroInitial Complaint
Date:08/30/2024
Type: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.
Came in on 06/03/2024 to have my car radio looked at. They did an inspection, my radio needed replaced along with a couple recalled parts on my car.
I had to pay for the radio and service fee for all the parts to be ordered. So I did. The guy said it would take 7-10 days to get the parts in & he would give me a call.
Three weeks went by & I hadn’t received a call yet so I called. A lady answered and informed me that whoever did my service quit & my parts were not ordered. She said she would have a manager call me. I never received a call back. So I called again, was told the same thing, that a manager would call me back. NEVER DID.
Finally I called again and asked for a manager. He had to reorder everything & said he’d call me when everything came in. Two and a half weeks went by no call. So I called & found out my parts had been in & nobody contacted me.
Took it in to get the parts replaced. It was done in 2 days, asked for a ride to the dealership at 5pm. Nobody showed up to get me. I tried calling and nobody answered until the 3rd call.
The amount of miscommunication I endured over the last 3 months was uncalled for and disrespectful. Something that should have only taken a few weeks took almost 3 months. I understand being busy & losing track of things, but the fact that I never got calls for my parts or to get things figured out is uncalled for. If I would have never called in the first place, I would have never known they weren’t ordered after my initial visit in June.Business Response
Date: 09/05/2024
I apologize for the lack of customer service. Which dealership did you visit? You can respond here or call me directly at 801-257-3400. Thank you!Business Response
Date: 09/20/2024
We have contacted the customer and issued a full refund to her via check. I also called the customer to confirm she has the check and verified her satisfaction.Customer Answer
Date: 09/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22218984, and find that this resolution is satisfactory to me.
Sincerely,
Ella CarrollInitial Complaint
Date:08/29/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I went to Ken G**** to look at used Tiguans at the end of January, and there were financial issues of my own that made it impossible to afford. However, while on the lot, I did find a used 2022 Hyundai Tucson and decided to move forward with the purchase. My salesman was out of office due to his wife going in to have a baby so I worked with the sales manager Adam.
The vehicle needed to be detailed still and he ensured that when I came back that it would be taken care of. When I came back, it still was not done. I had to come back another day for them to take care of the detail, and there were still things that were missed and I sent the vehicle back again. Not only was it not done still, so I had to go and do it on my own. There were food particles and stains from the previous owner in the back seat, I'm guessing they had a young child.
Weeks after, my brakes started squeaking. I understand that it's a used vehicle, however, it should be mechanically at a percentage that it's okay to sell someone. I took it back to the dealership because that's where I bought it from and after inspection they said that I needed new brake pads and new brakes. This was maybe 2 months after I had purchased this vehicle. I attempted to call over 12 times with no response still. I called and left several voicemails, left messages, called the service desk and still nothing. It's not 7 months down the road and I still haven't had a response and my brake pads are still squeaking.
In all, I feel like they did a quick turnaround on this used vehicle, and were not prepared for someone to come and buy it. I'm not upset with my purchase, but more so whom I purchased it from. If you're going to sell a used vehicle off your lot, then make sure that the customer doesn't feel like it's a used vehicle, and make it at least FEEL new. I regret working with Ken G**** and I will not refer anyone to their place of business.Business Response
Date: 09/06/2024
We have been in touch with Ms Santini. We went and picked up her vehicle, replaced the brakes at our expense and delivered the vehicle back to Ms. Santini. We believe we have satisfied the Ms Santini request and repaired the vehicle to her satisfaction.Initial Complaint
Date:08/27/2024
Type: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)The dealership sold my son a vehicle that was not properly reconditioned before sale.
2) The dealership did not repair my son’s truck to satisfaction, the sunroof still leaks, the carpet has mold in it and they refuse to fix it.
3) It has been at another Ford dealership for 2 months and the dealer and corporate do not call back to get the issue handled.Business Response
Date: 08/28/2024
We stand behind our work and would be more than happy to inspect your vehicle for any craftmanship or workmanship issues. Please understand that taking your vehicle to a competing dealership and asking us to pay for the repairs without inspecting for ourselves is something that we will not do. I would like to help, sincerely. Please allow us to inspect our work done last year as to verify your concerns. Thank you.Initial Complaint
Date:08/19/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been trying to work with Ken Garff Ford in *********** to solve several issues for over a year. I gave a bad review a few months ago and was contacted by someone who requested a new review of 5 stars to "let their manager know that they followed up...". He then promised that as a result he would be personally taking ownership to solve the problems. I have yet to get this resolved. This is completely unacceptable, particularly since I purchased EVERY extended warranty on my truck.Business Response
Date: 08/20/2024
********************* will be invited to the dealership to have pre-determined check list of items repaired at no cost to the customer.Initial Complaint
Date:08/14/2024
Type: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.
In January of this year, I purchased a ***** LC from ***** of Oxnard. During the negotiations, we agreed on a price. I signed a receipt and we Shans I left a deposit on the car .I went home to get my checkbook. The understanding was at that point. I agreed to buy the car, I left the deposit, but I did not have my checkbook with me since I was paying cash. I need to go home and get it.Upon returning to the dealership, they had the car ready we went into finalize the details where they disclosed that they had removed the digital license plate from the car while I got my checkbook.I asked how they could remove parts in my car after I agreed to buy it and left money on the car as is. It appeared to be a bat and switch or some kind of finagling about the price so they said I didnt pay for it ***** the closing process they explained that some extra Be covered I said thats fine but removing the license plate physically from the car after I agreed to purchase it and left a deposit I feel is unethical. They did not disclose that they were going to do this or that it was not included before agreed to purchase.I emailed the manager, **** asking for resolution and never got a reply.I would like to digital license plate reinstalled at my car as it originally was when I agreed to purchase itBusiness Response
Date: 08/16/2024
I have talked to customer and we arrange with her that we are fixing the problem or complain that she has. Thank you so muchCustomer Answer
Date: 08/20/2024
Complaint: 22139773
I am rejecting this response because: I appreciate the call, but until this is resolved, I am not going to accept this response until I see action. The car will be taken in next week and hopefully everything will be resolved
Sincerely,
*************************Customer Answer
Date: 08/29/2024
Thank you for your help and reaching out to *****. They called and we scheduled for the plate to be installed. Thank you so much for your support. My complete is resolved.Initial Complaint
Date:08/13/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a used vehicle on 6/1/24 from Northwest Dodge ****************************************************************************. My temporary license plate expired and I still havent received my permanent license plates from the dealership. I called Northwest Dodge and they told me they sold the dealership and the dealership responsible for providing my permanent plates and for registering the vehicle I purchased is Texan Dodge. I had to go to the tax office and pay for *********************************************************************************************************** with my permanent plates.Business Response
Date: 08/21/2024
We apologize for this delay in processing and have implemented several processes to get this resolved immediately. I will be contacting you directly with the status and expected time of completion. In the interim please forward me directly any receipts for expenses you have incurred. Thank you
*********************** Regional Sales and Finance Operations Kengarff Automotive
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************
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