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:08/06/2024

  Type:Customer Service 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.

  Over the past year, this location must have transferred to new management. One of the worse experiences I've had. No communication from 7 service employees. Clearly no wants to work. They should not have a good rating on BBB.

  

  Business Response

  Date: 08/06/2024

  Hello ****************,

  I do understand your frustration and apologize for the issues you have had with our service department and communication issues. We are extremely busy but want to take the time with all of our customers, so they feel as important as they are. I apologize for the delay in replacing the tire as we had 2 hurdles to overcome that day. First and the most time consuming is calling the extended warranty company to get approval to replace your tire. If we replace the tire and call after the warranty company will decline any type of assistance. Secondly, we were processing quite a few vehicles that had appointments and as soon as we had approval for the tire it was out into the que with you having an appointment to get completed. I know it 4 hours is a lot especially since you were waiting here. We are always trying to improve our service and speed up our service too. We do appreciate your business and hope to continue to earn your business. I am busy at times or in a meeting but still would love to have a conversation about your service needs.

  Thank you,

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

  Service Manager

  Ken Garff VW.

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

   

• Initial Complaint

  Date:08/05/2024

  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.

  2019 ********** Altas had an oil change from this dealer. Vehicle started leaking oil on our new driveway afterwards. Called to get vehicle in to have issue resolved and they said they were booked until next week. Dealer needs to fix problem and be for removing oil stain from driveway.

  

  Business Response

  Date: 08/06/2024

  Hello *******,

  I do apologize for having to return to our facility to fix an oil leak that we created. I will not come up with an excuse other than we made a mistake. I would be more than happy to refund your last service or if you will allow, I would love the opportunity to earn your business back. What I mean by that is I would like to offer what's called an advantage care maintenance plan that would pay for your next 3 oil changes, tire rotations and inspections at no charge. What I am hoping to do is earn your trust back and perform the type of service that we do on a daily basis. This type of error is not something that happens often and is not taken lightly. We have processes in place to avoid this type of mistake. We do appreciate your business, and I look forward to your response and opportunity to earn your business back. Thank you for your time.

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

  Service Manager

  Ken Garff VW

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

  Customer Answer

  Date: 08/07/2024

   
  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:08/01/2024

  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.

  On 7-17-24 I took my 2011 Kia **** in to this dealership for 2 recall issues. I was told it would take about 3 hours (turned into 7 1/2 hours). I was told they would include an all points inspection. I was told that was done and everything was fine. So I assumed it was done and everything was fine. On Tuesday, July 20th I was en route to a doctor's office when my car overheated. I was able to get home and had a mechanic check it. The radiator was extremely low. I told him about my experience with *** and that they said everything was fine. He then checked the oil. It was low. When I called *** and asked how they could say they did their inspection and say everything was fine when it wasn't, they then said they only do a visual inspection. They should have said that up front. In the Arizona heat, getting stranded is very dangerous. I trusted my car was safe and it wasn't.

  

  Business Response

  Date: 08/12/2024

  To Whom It May Concern,
  I'm truly sorry to hear about Mrs. ******* experience at our dealership, and the time it took for the recalls to be performed.  Rest assured, we do a complete multi-point inspection to make sure everything is okay and recommend everything the vehicle needs. It's important to recognize that a 13 year old vehicle with over 100k miles is bound to have things break or go bad over time. These are things that are out of my control ,but I will do my best to help ***** out and make things right. 
  Respectfully,
  *****************************
  Service Director 

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22077573
  
  I am rejecting this response because:

  They did not acknowledge their failure to do what they said they would.  They said they would do an all points inspection.  They did not say that EXCLUDED fluid levels.  From everything I have read, an all points inspections INCLUDES oil, water, brake fluid etc. levels.  I feel they misrepresented their services.  Otherwise known as "lied".  I don't trust them and never will.

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

  

  Business Response

  Date: 08/23/2024

  To whom it may concern,

  I spoke with *********************** about the situation, And I have offered her a free oil change and multi point inspection her next visit.

  Thank you,

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

  Service Director 

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

  Customer Answer

  Date: 08/28/2024

   
  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:07/30/2024

  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.

  I am filing a formal complaint against Lexus of Oxnard, a Ken Garff dealership, due to their misleading sales tactics and inadequate customer service. My experience has been deeply disappointing, primarily due to their handling of a dealer add-on called Plad Tech, which was not properly explained to me at the time of purchase and has since raised significant privacy concerns.On July 6, 2024, I purchased a vehicle from Lexus of Oxnard. During the purchase process, I was presented with an option for a dealer add-on called Plad Tech. Unfortunately, the salesperson did not provide sufficient information about this product, including its implications or alternatives such as the ****** app. As a result, I later discovered that Plad Tech includes redundant features and invasive policies that I would not have chosen if properly informed.Efforts to address this issue with ***** of Oxnard have been extremely frustrating. Despite multiple attempts to contact the dealership in person, via email, and by phone, I received no formal response from General Manager, despite his repeated assurances of direct contact. Eventually, a finance manager called me, but after a 25-minute exasperating call explaining the issue I never received a promised callback from them or any written resolution or refund.The lack of communication and accountability from Lexus of Oxnard is unacceptable. Consumers deserve transparency in product offerings and responsive customer service. The dealerships failure to adequately explain Plad Tech and their disregard for my attempts to resolve this matter with management violate fair business practices.I request that the Better Business Bureau investigate this issue promptly. I seek a full refund of $895 plus applicable sales tax and the removal of the Plad Tech product.Thank you for your attention to this matter. I hope for a fair and swift resolution.

  

  Business Response

  Date: 07/31/2024

  We have tried to resolve this with the client, its been ongoing as there is no resolution due to the customers demand. He purchased PladTech and doesnt like the information aspect of it sharing. He wants a refund. PladTech the company, Ken Garff Automotive and Lexus of Oxnard policies are no refunds on PladTech. 

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22068016
  
  I am rejecting this response because: The sales and finance team at Lexus of Oxnard had a responsibility to clearly explain what exactly PladTech is and why it was a mandatory pre-purchased add on by the dealer. In addition, the sales and finance team were deceptive at the time of purchase about the privacy policy as well as the redundancies of PladTech with the provided ****** app, which renders most, if not all, of PladTech's features completely worthless. Therefore, I do not feel it is unwarranted to ask for a refund and removal of PladTech from my vehicle and I believe Lexus of Oxnard and the Ken Garff corporation are being unreasonable and not living up to their mantra of "customers first". 

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

• Initial Complaint

  Date:07/26/2024

  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.

  Took in our 2013 ************** on 7/25/24 due to grinding noise from rear wheels/axels. Was told it was bearings and would cost $1080. Picked up the van on 7/26/24 and it was $1,970.77. $740 was for video inspections and labor which was never disclosed to me. I was expecting $1080+tax, not over $1,970. Very misleading and dishonest to deal with and will never do so again.

  

  Business Response

  Date: 07/30/2024

  Called and spoke to customer, we made a mistake on our billing side and charged the $740.00 Labor on the Inspection line instead of the repair line.  He was thinking the entire repair should have been $1080.00 plus tax.  

  I explained what had happened on our billing and agreed to reimburse him back the $740.00 that he thought he was overcharged. ******** stated it was very confusing because he had multiple other repair issues that need performed but he opted only to replace the wheel bearing. I agreed to refund the labor as a goodwill gesture.  Check for $740.00 has already been mailed as of 7/30/24.

  Customer Answer

  Date: 08/01/2024

   
  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:07/22/2024

  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.

  I bought two cars from Big ************* both are 2024. During the signing, I specifically mentioned that I don't need any extended warranty or added repair packages. However, talking to the bank I realized they added a total of 3500 for both cars without my knowledge. After three months, I received a check which they dedicated 1000 dollars from the first car. I am a retired engineer and I won't let them to steal my money. I have all the time in my disposal.

  

  Business Response

  Date: 07/23/2024

  I apologize for any inconvenience this has caused.  I will get you a refund ASAP. But before I process anything I just want to make sure we go over what you have below is the details for each car purchase

   

  24" Tucson Vin# ******  Your product consists of a maintenance agreement as well as a Gap policy to protect you in a total loss  each policy is $1000.00    cancel both of these ??  

   

  24" Tucson Vin# ****** Your product consists of a  maintenance agreement with a premium of $1500.00   cancel this policy?

   

  listed above is all the products added to the loan  please let us know what you want refunded 

   

   

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 22027958
  
  I am rejecting this response because:

  As I said before, they added these extra packages even though I specifically mentioned to financial officers I do not need any of these packages. I did not added them therefore cancelation means I purchased these packages. It should have not been there from the beginning. They should be wiped out and be refunded to me the total amount, thanks.

  
  Sincerely,
  
  ************************;

  

  Business Response

  Date: 08/05/2024

   24" Tucson Vin# ******  Your product consists of a maintenance agreement as well as a Gap policy to protect you in a total loss  each policy is $1000.00   
  24" Tucson Vin# ****** Your product consists of a  maintenance agreement with a premium of $1500.00   

   

  these are 100% of the product added to your car deals.   Please advise if you would like this refunded 

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22027958
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************************

  Yes. I like to be refund and cancel both.

  

  Business Response

  Date: 08/07/2024

  ok we will have a finance manager reach out to you to get the signed cancelation forms we will need to process this transaction.  Again I apologize for any inconvenience this may have caused but we will get this done ASAP

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22027958
  
  I am rejecting this response because:AS I mentioned before, the Big ************ added 3500 dollars to the invoice without my consent for the two cars i bought. However, they agreed to refund me the total amount, but I only received 1924 dollars. They should refund me 1576 remainder.
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 08/15/2024

  the refund given was the total of all product cancelation that was added sir.  If you would like to come in I can show you on your contract and paperwork the entire breakdown.  Hope this clears things up 

• Initial Complaint

  Date:07/22/2024

  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.

  On July 15, 2024, I signed a lease for a new ****** Tundra at *********** ****** with ******* as the salesman. The agreed-upon monthly payments were $712.83 for 36 months. Upon returning home, I noticed that a $70 dealer-added package (phone cables) listed on the build sheet was missing from the vehicle. ******* suggested they might have been stolen and agreed to order a replacement to be sent to my home address.The next day, I received a text from ******* informing me that the financing had not gone through due to insufficient taxes collected at signing. He mentioned that someone from finance would reach out to discuss the details and noted that the total amount missing was approximately $90.On July 18, 2024, I received an email with new documents to e-sign but did not complete them as I was waiting for a call from finance to explain the discrepancy. On July 19, 2024, I called and spoke to sales manager *****, who said he would talk to finance and get back to me. I received no follow-up.On July 22, 2024, I called again and spoke to sales manager ******, who handled my deal. She promised to speak to finance and get back to me within 20 minutes. After two hours without a response, I called back, was put on hold for 20 minutes, and was then told she was busy making a deal and could not be reached.While I do not want to accuse anyone of intentionally avoiding this situation, the customer service and professionalism at this dealership are severely lacking. I provided all requested information and made the required down payment at the time of signing. This appears to be a mistake on the dealers part, yet I am the one making efforts to resolve it. All over $90.

  

  Business Response

  Date: 07/23/2024

  It is my understanding that ******* has assisted with this issue already. Please let me know if there is anything else I can help with my directs phone number is ************

  Customer Answer

  Date: 07/25/2024

   
  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,
  
  Xeen Swe ****

• Initial Complaint

  Date:07/22/2024

  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.

  late September 2022 we bought a brand new 2023 Yukon XL SLT from Ken Garff Riverdale. Within a week we started to have issues, and since have had 4 warrantyrepairs needed done. The first was the OnStar antenna was not working. We went back and forth with the service department at the dealership multiple times. We were told that ****** said it was a problem we needed to fix. Ultimately after numerous exchanges they found that the antenna looked to have been severed, and they needed to get a whole new one. The second issue we had was a faulty set of fuel injectors, which took over 30 days to complete. As I was finally driving away with my vehicle I noticed a clicking, and the check engine light came on 3 miles from the dealership, and when I took it back 15 minutes later, they found that the catalytic converter was faulty, and needed to be replaced completely. And now we have engine harness chafing that nearly caused an accident trying to leave the market when the brakes, and power steering, along with multiple other systems started to fail. The car has been in the dealership shop for one week this time, and we're told there is no loaner, and no guarantee that we would be reimbursed for a loaner should we choose to get one. As someone with a child with complex medical needs, the whole reason we bought a new car was to avoid these types of issues. So in addition to paying a car payment, and being told I need to pay for a loaner out of my own pocket, the concern is this will continue repeatedly with this vehicle- like it's done so far. The concern is always if we need to get to the hospital, but have no car, or our car decides to stop working in the middle of the road, as it has before, or we need to get to the hospital for our child and this vehicle prevents that- what would the cost be?

  

  Business Response

  Date: 07/24/2024

  Firstly, I want to apologize for the inconvenience caused by the recent issues with your vehicle. I understand how frustrating it must be to experience unexpected repairs and problems, and I sincerely apologize for any inconvenience this may have caused you. The good news is that the repair is being covered by the extended warranty company, Kornerstone. Unfortunately, the part needed for this repair is on backorder from GM and Kornerstone will only cover at max * days of rental. They will not cover additional time waiting for parts. The shortage of parts is not unique to GM vehicles. This has been an industry wide issue for a few years now, stemming from the pandemic. It certainly isn't our intention to have any delays in getting your vehicle back to you. We hope to have you back on the road promptly once we receive the part needed. 

• Initial Complaint

  Date:07/19/2024

  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 called on wednesday for an alignment. they told me the price of $109.95. I accepted and told them i would drop it off on thursday night. They never told me that the service department closed at 6 not 8 which wasnt a big deal just confused when I showed up at 7 to drop it off and had to put my keys in the drop box. Wrote on the paper to call me before service because the other diagnostics that I originally told them I wanted i didnt want anymore because i ended up not needing it anymore. My truck is a quadrasteer which means the rear wheels can turn also which is why i wanted to make sure it was a 4 wheel alignment. To cut to the chase, when they called in the morning I requested that all I wanted was the alignment and not the diagnostics and they said okay and i asked for a clarification on price. they said $109.95 plus tax and i agreed. when i got the text saying it was done i saw the total price being $135.86 which obviously confused me because tax is never more then 10% which is only about $11. When i went to pick up my truck i asked them why it was so much and they said its just tax well i read the receipt and it said misc. charges. I asked politely why and they had an attitude and said it was for the use of the rack and tools. well I am pretty mechanically inclined and obviously you cant do an alignment without a rack and tools so shouldnt that be included in the $109.95? and they said that since I signed the paper I was required to pay any price they said and i got lucky that it was only $16.79 and not ***** like many shop charges are. overall just very disappointed with how i was treated and why i had to pay misc. charges when i got told twice that it was only going to be $109.95 plus tax. (also after I left i read that at the bottom of the front sheet it states Customer Herby Acknowledges receiving original estimate of $109.95 (plus tax)).

  

  Business Response

  Date: 07/22/2024

  We apologize for the misunderstanding/miscommunication on the shop supplies line that increased your total amount. In reading your concern, I can see that it should have been explained to you better or more clearly that shop supplies is something that is a percentage of each shop ticket that goes towards paying for all the rags, cleaning chemicals, maintenance on the equipment, etc.

  I have instructed Will the service manager to call you and process a refund of the additional charge so your total should only be the quoted $109.95 + tax. 

• Initial Complaint

  Date:07/19/2024

  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.

  date of transaction: 2/17/24 invoice# ****** I purchased these ceramic brake pads because I wanted minimal to no noise on my brakes. Once the brakes were installed they were working good for approximately 1 month and a half. After that month and a half my car would make a very high pitched noise; worst than when brake pads are thinning out. The noise would just not go away.I called *********** ****** to make sure they in fact were ceramic brake pads; I went based of the part number on my invoice. I advised the issue I was having; they advised I would need to get them inspected to in fact verify the are defective brake pads, provide mileage from the moment they were installed to the point where I replaced them. I replaced the brake pads because it is too time consuming for me to go out and do all the work without a guarantee that I will be reimbursed. Right now my new brake pads are working fine and no noise. * please note I no longer have the card ending in 5358 that I used for payment.

  

  Business Response

  Date: 07/22/2024

  We are sorry you had a bad experience. We would need to verify the pads were replaced before we would be considering any kind of refund or store credit. Please make an appointment with our service department at your earliest convenience