ComplaintsforKen Garff

• Initial Complaint

  04/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  i CALLED TO GET A PART NUMBER BY VIN THEY GAVE ME THE WRONG PART NUMBER AND I ORDERED THE WRONG PART THEN I CALL AND SAME VIN THEY GIVE ME THE RIGHT PART NUMBER THEY COST ME MONEY TIME LABOR AND NOW IM DOWN BECAUSE OF THEIR INCOMPENTENCE

  

  Business response

  04/12/2024

  We will refund ******************** $275 and send it to the address listed today.

   

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 13, 2024 bought a 2018 Nissan Kicks, 79,433 miles, for $15,000. On January 17, 2024, took car back to dealer. Car was making a strange sound and thump under driver's floor board. Received a loaner car. 15 days later car was ready. 02/01/2024. Drove car 17 days. Feb. 19,2024 took car back to dealer, extrema amount of fluid was leaking. Cause of leak was the axel bearing had excessive play causing the passenger side axel to slip out of the transmission. March 10, 2024, drove my 90 yr.old mother home approximately 100 mile. My husband who is disabled went also. On our way back, 37 miles into our drive home, on the 10 freeway, in the center lane, we lost all power to the Nissan kicks. Before rolling to a stop, I managed to get over to the inside emergency lane. This was the most frightening experience we both had ever been in. My husband and I. We sat there with no emergency flashers, no power in car at all, way after dark until the tow truck from AAA arrived. Paid $763 To have car towed to Yorba Linda CA. Paid another $ 100, 2 days later, to tow car to Stadium Nissan. No loaner car was given this time, being the only bread winner, I had trouble getting to work. I walked to and from work a couple of times, the rest of the days I relied on co workers. I'm 60 years old, work 5 miles away, and work at 530 am until 2 pm. Milage on the Nissan Kicks was now at 79,953 . No one could tell the problem with the car. Arturo ,advisor, finally had told me that Nissan had to send someone from the main headquarters to inspect the car. I had asked for loaner Arturo said no because if they can't fix it Nissan would have to " eat " the bill. I called corporate spoke to Maria. On 3/10 Gill called used car manager. He said "We want to put you in a new car". To me and Maria, That meant trade for a car . However Gill and Mr.R******** pushed me into a corner, knowing I desperately needed something , I now have 2018 Sentra, on 4/01 car broke down.

  

  Business response

  04/03/2024

  Good afternoon, I apologize about all the inconvenience you have gone through.  Unfortunately I was not here for your original purchase but was here for your secondary purchase.  At that time we took the original vehicle you had purchased in trade and gave you equal or greater value then you paid for it and put you in a more reliable car.  The vehicle we put you in is a certified pre owned nissan and your contract does include an extended warranty.  I apologize you had a mishap with it already.  Have we had a chance to diagnose the vehicle?

  Customer response

  04/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:  I do not feel any information is correct.  First  matter is ,I did not get the exact trade in offer.  I was given 1,600 $ less.  Stadium Nissan is a large company, and could have give me the  full amount  for the "trade in"  since I only drove the Kicks for only approximately 1/2 the time I owned it.  That is  less than 60 days I owned the car and only put less than 500 miles  the milage put on was from the repair shop.  Having put family lives in jeopardy, twice extremely, I feel that your company / corporation can extend a lifetime warranty plus return the 1,600  or something of that nature. Oil changes and gift cards can't cover the pressure, turmoil, inconvenience, not to forget the anxiety, headache, loss of wages, and chest panes, and fright that owning cars purchased at Stadium Nissan.  In addition I  have received email with my information except my name was incorrect.  I don't understand how you can feel satisfied to the sale of this purchase. What is your mission?  
  
  Sincerely,
  
  ********* *******

  

  Business response

  04/12/2024

  Dear Ms. *******,
  In an effort to resolve your concerns about the Nissan Sentra, the Dealership would be more than willing to have you bring your vehicle for an inspection so you can feel assured that it is safe and to further discuss your suggested resolution of this matter.

• Initial Complaint

  03/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am compelled to write to express my deep disappointment and ongoing concerns following a service appointment on February 23rd for my 2009 Honda Accord. As a loyal customer for over five years, and having made my most recent vehicle purchase, a 2023 Honda Accord, in August, I have always anticipated a standard of service that reflects both the quality of the brand and the reputation of Ken Garff Honda Riverdale. Regrettably, my latest experience severely undermined this expectation, resulting in significant inconvenience and unresolved issues. During what was supposed to be a routine oil change, I was informed that the drain plug could not be reinstalled, necessitating a complete replacement of the oil pan. This unexpected problem transformed my fully functional vehicle into one that was suddenly inoperable, directly as a result of actions taken during the service. Despite the service team's insistence that only standard procedures were performed, the undeniable fact remains: my vehicle was operational upon entry to the shop and left in a condition that prevented it from being driven. The handling of this situation by the service team, including the service manager, Rick, and an accompanying mechanic, was not only unsatisfactory but also deeply concerning. The discussions, which quickly became circular, focused on an allegedly incorrect aftermarket drain plug size and did not lead to any constructive resolution. The proposed remedy—to repair the damage at a "discounted" rate of $600—was entirely unacceptable, given that the problem arose under your care. Compounding the issue, Rick began to threaten additional charges for parking my now non-functional vehicle at your facility, adding insult to injury and demonstrating a lack of empathy and customer service orientation. This is unacceptable and further exacerbates the distress caused by the initial service failure. This situation was exacerbated by the unprofessional demeanor of your mechanic, who suggested I should be grateful for the loaner vehicle provided, rather than focusing on rectifying the mistake made by your team. Additionally, it has been two weeks since I requested a detailed report of the service performed on my vehicle, including specific information about the drain plugs encountered and replaced. To date, I have not received any response, indicating a concerning lack of communication and disregard for customer concerns.

  

  Business response

  03/18/2024

  The customer came in on 2/23/24 for an oil change. We removed his oversize drain plug to drain his oil and when removing the drain plug the threads on the oil pan came with it and we could not reinstall the non-Honda drain plug. We informed customer he would have to replace the oil pan. We also told him someone had installed an aftermarket oversized drain plug which indicates the threads must have been bad from the time before. We have not seen or worked on customers car since February 2022 and customer had put 44,649 miles on it since we last worked on it. We did not install the faulty aftermarket drain plug. Whoever worked on his vehicle in the last two years since we did must have installed the drain plug wrong. He became upset because we did not inform him it had an aftermarket drain plug and removed it. We have no way to know the pan had stripped threads before removing the bolt. The drain plug came out easily and it wasn’t till the plug was out did we see the threads came with it. The advisor informed customer it he needed a new pan and then he started blaming us for messing up his car. The advisor gave him a rental so he could get to work on Monday free of charge and offered him a discount on parts and labor. He refused to pay and started harassing the service advisor on Monday. The service manager (Rick) talked with the service advisor several times on Monday and Rick declined to pay for the oil pan as we had not seen the car in over 2 years. The customer continued to give the service advisor a hard time and so the call was transferred to the service manager. The customer became very upset that Rick would not pay for his repair. Customer showed up in his office several hours later and demanded the dealership pay for his repair. We tried everything possible to help the customer understand we did not install the faulty drain plug and the service advisor and Rick spent over an hour trying to make the customer understand at no point was the customer willing to accept any responsibility for anything  and would not entertain that whoever he was taking his car to for repairs caused his damage. 

  Customer response

  03/18/2024

  
  Complaint: ********
  
  I must express my concern over the characterization of my follow-ups as harassment. Utilizing such terminology not only misrepresents my intentions but also, regrettably, seems to deflect from the substantive issue at hand. It is imperative to understand that my inquiries and persistence are in direct response to the lack of clear communication and accountability from your end, particularly from Manager Rick, who, it appears, may be using this characterization to sidestep the responsibilities of his role.

  
  

  To reiterate, the introduction of an oversized drain plug into our discussions without any supporting documentation or detailed report has only served to further confuse the matter. My requests for transparency and accountability are reasonable and necessary for resolving the situation at hand. I am yet to receive a detailed report in regards to this incident with a detailed report on the service provided, including an explanation of the oversized drain plug mentioned and any other relevant details. What size was the plug encountered vs what it should have been.

   

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

  

  Business response

  03/22/2024

  Mr. ***** reached out to me yesterday via email at 9:16AM and i responded to his request for documentation at 2:37PM (see attached screenshot). I told Mr ***** that I would refund his remaining oil changes left on his advantage care package. The repeated request for documents is perplexing as these were sent yesterday after the request was received. I can only assume Mr ***** did not receive my email responding to his request. I have attached the documents i sent him yesterday which includes the statement from the service advisor, pictures of his drain plug, as well as a note containing the exact specifications of the drain plugs of both aftermarket and factory sizes. As stated in the previous response, we have not done Mr *****'s oil changes for the last 44,000 miles. We do not use aftermarket drain plugs when we change the oil. The aftermarket drain plug that was installed by someone else stripped the threads in the oil pan and the threads came out when the plug was removed. The accusation of this oil pan being damaged while under our care is a malicious misrepresentation of the facts, as we did not install the faulty aftermarket drain plug. 

  -Joey B****, General Manager

  Customer response

  03/31/2024

  
  Complaint: ********
  
  Dear Joey B****,
  Your recent response has unfortunately reinforced my concerns rather than addressing them. It appears that the issue at hand was not thoroughly investigated, mirroring the oversight I've experienced from the beginning. This lack of due diligence, especially at the General Manager level, contradicts Ken Garff's commitment to "we hear you," leaving me questioning the sincerity of the company's values.
  
  I appreciate your inclusion of a photograph of the drain bolt, as it precludes any possibility of Ken Garff attributing the error to me or suggesting that I supplied the incorrect bolt. The bolt purported to be 19mm is, in fact, not of that size (see attached video). The report and accompanying bolt image you provided inadvertently highlights the misinformation I've been contesting. Contrary to the claims of a 19mm bolt in your report, the attached evidence, (see attached video), clearly demonstrates a mismatch (my aftermarket bolt is not 19mm), underscoring my argument that there has been a deliberate attempt to mislead. This discrepancy not only questions the integrity of Ken Garff's service report but also suggests an effort to deflect responsibility onto me, the consumer.
  
  This prolonged issue, now over a month, has not only been a source of significant emotional distress but also a testament to the inefficiency and lack of genuine customer service engagement from Ken Garff's side. Despite reaching out through all proper channels, including directly to you, I've been met with delays and dismissiveness.
  
  The delayed response to my initial inquiry on March 4th, 2024, at 10:47am for a detailed report on what has been done to my vehicle, (see attached screenshot), was only received after escalating to your level (General Manager) on March 21st, highlights a systemic issue of disregard for customer time and satisfaction. Moreover, the claim of presenting both aftermarket and Honda options is directly contradicted by my records, which show a single, inadequately explored option. Around 11am on February 26th, 2024, Rick contacted me, displaying a lack of interest in offering a practical solution, merely promising to provide a quote as his utmost effort. Upon my request, he consented to send the quote formally via email or SMS once prepared. However, after receiving no follow-up, I initiated contact with Jacob through Ken Garff's SMS service, as evidenced by the attached screenshot. Regrettably, no official quote was provided, underscoring an apparent desire to quickly close the matter, leaving me with a singular, inadequately addressed option.
  
  The interactions with Jacob and Rick further exemplify the lack of earnest effort to resolve the situation, showing a preference for expediency over resolution. Their responses—or lack thereof—have left me without the professional courtesy of a formal quote or any semblance of a tangible solution.
  
  After five years of loyalty to Ken Garff, the indifference and substandard treatment I've experienced are disheartening. True customer service is measured not when things are proceeding smoothly but in the face of challenges. It is in these moments that a business's true commitment to its customers is revealed.
  
  In summary, my request for a detailed report on March 4th (refer to the attached screenshot) was overlooked until March 21st, and that too only after I escalated the matter to the General Manager. Contrary to the claims in the report you provided, the bolt is not 19mm and thus wasn't oversized. Despite assertions that an oversized bolt caused the damage, the evidence suggests a different issue occurred during servicing. It appears there was an attempt to obscure the real cause by inaccurately labeling non-oversized bolt as oversized.
  
  Joey B****, if you really want to solve this problem, you could have talked to me to hear my side. What's the use of taking this to the General Manager if you're just going to repeat what your service team said? If you're not planning to fairly solve this for a customer who got treated poorly and had his car damaged, then let's not waste more time. This has been very stressful for me, and no Honda customer should have to go through this.
  
  I've attached the same report from GM Joey B**** but marked the parts that aren't true for easier understanding.
  1) It says the bolt was 19mm.
  2) They said they gave me many options, but my screenshot shows they only gave me one.
  
  Sincerely,
  
  ***** ********
  

  

  Business response

  04/03/2024

  When concerns arise it is my job to hear both sides. I read your complaint, spoke to my service team, and the evidence was clear that they did not do anything wrong in this situation. Once again - We do not use aftermarket drain plugs for Honda vehicles (regardless of what size the aftermarket drain plug is). We are a Honda dealer that uses the original OEM recommended parts. We have not done your oil changes for two years and over 44K miles. Had we been the last place you had visited for an oil change and there was an issue following that service like we have here, we would have gladly taken care of it at no cost to you. Even knowing all of this we offered the repair to you at a discounted rate. I cannot in good conscience admit we were the ones who installed a faulty aftermarket drain plug when we have not serviced your vehicle for the last two years and over forty four thousand miles. This would not demonstrate integrity to my team and my business. You criticize my values and that of my team (which is very unappreciated, you don't even know me well enough to make these assumptions) when there has been zero ownership on your part of any of these facts. I have brought up the fact that we have not serviced your vehicle for the last two years, and in every response this fact is conveniently ignored. I recommend you see the place that did your last oil few oil changes as this issue of your drain plug stripping out is an obvious case of the wrong drain plug that was overtightened when installed. Unless there is new evidence that speaks otherwise there is nothing left to discuss here. 

  Customer response

  04/04/2024

  
  Complaint: ********
  
  If you're wondering why you haven't seen my car in 2 years, here's the answer. I've been getting my oil changed for this specific car at Walmart without any problems until I came to you. The car was not leaking from the oil pan when I stopped by Ken Garff. I'm aware of the professionalism I used to expect from Ken Garff when handling my car. If they had actually found an oversized drain plug, I believe they would have informed me before removing it, as that's the level of service I've come to anticipate.
  
  I never claimed you used aftermarket drain plugs. What I'm pointing out is that my bolt has the right size and isn't too big. It seems like you don't see an issue with your service team blaming the problem on an oversized drain plug for a whole month. Now that I've shown the plug isn't oversized, you're saying it's not a problem?

  I would have really appreciated at least a simple phone call to talk about what happened and to listen to my side. Reading a report is not the same and you know it. It would have been nice to inform you on how your service team dealt with my issue from my side too. After being a loyal customer for 5 years, I expected at least that much.
  
  In reply to you saying I don't want to cooperate, the last time I saw Rick, I suggested I pay for the parts if you could handle the labor costs. Rick didn't agree and even later said he'd charge me for parking too. Was this not a cooperative solution?
  
  Using an aftermarket drain plug that is the correct size shouldn't be a problem. I bought the vehicle in used condition 4 years ago and I have used the same drain plug for 4 years now. I don't know why it's not the original Honda one, but I know that if you lose a drain plug, you can just buy a new one that's the same size. Why would there be an issue with using a non-Honda drain plug if it fits perfectly?
  
  Joey B****, be honest with yourself, it doesn't bother you that your team blamed the problem on a oversized drain plug for a month, or that I waited three weeks for a report on my car and got ignored, or even that the report has the wrong drain plug size encountered? If that's the case, like you said, we have nothing more to talk about.

  All I can say is thank you for offering no resolution, consuming my time, adding stress, and choosing not to listen to my side of the story on how I was treated by your team, despite my 5 years of trust in your business.

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

• Initial Complaint

  03/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 2022, my car was making a loud noise. I called my dealership, Earnhardt VW, who had always taken excellent care of me. I got a tow and I waited to hear the news. A week later, I hadn't heard anything, so I called and asked the status. 3 days later, Jeff called and said someone had stolen my catalytic converter, and it would take a while to get a new one in. I tried to have someone follow up with me each month, but all I got was a text. No one would call me back, even when I left a message for the Service manager, I just got a text from Jeff. I finally called VW corporate and asked for assistance. After that I received another text from someone who did not give a name who said they would send monthly updates. It didn't happen. Forward to July, they got the part and texted me. We went through months of insurance confusion, and I ended up in the hospital then medical rehab at the end of the year. Finally, they got paid, the car was ready and I could pick it up. I am disabled, so I had my Assistant pick up the car. The only thing I asked Jeff was to make sure they gave me a new car battery and a new key fob. Jeff did get me a new battery, but by the time everyone settled, the battery died. Jeff assured me by text he powered up my battery and everything is ready to go. My Assistant picked up the car on February 24, 2024, 14 months after dropping it off. Granted, the entire time was not their fault. When she asked for my car they brought around a Jetta. I have a Beetle. They put the battery in the Jetta fob, not mine. They finally got it right after a few hours of waiting. That night, I asked her to back the car in to defer thieves. The battery is dead and so is the fob battery. I called Monday morning and spoke with a woman. I said I need a tow and replacement of the batteries at their expense. She said she would check with her manager and call back. That was 2/26, 3 weeks ago. Still no call. Most horrible customer service ever. So disappointed.

  

  Business response

  03/26/2024

  Mrs. ******** had her vehicle here from 12-12-2022 until 2-27-2024. The vehicle sat here for most of the time as we could never communicate with Mrs. ********. We tried phone calls, emails and text messages. In the beginning she returned a couple emails and then went to no communication for a very long time. We finally received approval from the insurance company to repair her vehicle which we did and then the vehicle sat some more as we no longer could communicate with Mrs. ********. I was getting very concerned about her condition as we could not communicate to the point of contacting her insurance company to see if her premiums were being paid, contacted state farm and her agent to see if they could make sure she was ok. When vehicles sit for long periods of time the battery will die even though we had just installed a new battery. Prior to picking up the vehicle we jump started and drove the vehicle to ensure it would run when she arrived. She arrived and the vehicle started so she took her vehicle home. We were not aware of any issues after that but would have been more than happy to help but weren't given the chance to help as we were not notified of the issues. Even to this day we have reached out but no communication. We are here to help if she will only stop by or communicate with us in some fashion. Mrs. ******* can contact Jeff A****** at ###-###-#### or ****************** or myself Jason C********** ###-###-#### or ************************** 

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 2/20/24 i took my Jeep here for its regular scheduled pre-paid maintenance service (oil change, tire rotation, inspection, etc).Within 15 mins of having my jeep i get a text recommending an alignment due to wear and a throttle body cleaning for ******. I asked if this was covered under my pre-paid package and why was this needed.I walked back to the service desk and was told tire wear and because we live in south ***** and if we see anything in throttle we suggest the throttle body clean. I was at 19K miles only. ****** search and educated myself and told them no, just my service plan items. Not even 15 mins later another text saying my jeep was ready. I was told 1.5 hours and this was ***** mins.I asked what they did today.He gave me the print out that showed service plan, oil and filter change and tire rotation as well as lubed items and checked vehicle points. I got to work and checked all my tires for wear, saw none and noticed the very same back right wheel plug was still in that tire, same spot as it is was plugged the week prior while on the road traveling. So how were my tires rotated as i was told and on my receipt if the tire is in the same spot. Called and asked for manager, came back in with written complaint about incident and tire plug receipt from the week prior. Was told in meeting. Some assistant took my written complaint to the ** ******************* (with all my info in it). I also called again, submitted two more e-mail complaints and came back the next day and waited 35 mins to see him. To date no one has called me,reached out at all. Submitted ****** review, got generic reply to e-mail manager, same one i did already. I pre-paid for maintenance plan, printed receipt showed you rotated my tires and service super said they did. BUT, the tire is in the same spot. No response from this place, no one will speak to me. If you pay for and get service, it should be what is paid for and on printed receipt. I don't trust any service they "say" they did now.

  

  Business response

  03/07/2024

       We here at ************** are very sorry for the poor experience that ****************** had when he visited our service department.  After receiving his original concern, we reviewed the security camera footage of his vehicle repair and found that we did indeed fail to rotate the tires on his vehicle during his visit.  When the technician was asked about this, he admitted to not rotating the tires due to tire wear and wanting to keep the tires in the best position for handling and ride comfort.  Unfortunately, the technician failed to convey this information to the service advisor and update the paperwork so that the customer could be consulted and make the final decision on whether he still wanted to rotate the tires or not.   We attempted to contact the customer after gathering this information but were unable to make contact at that time and failed to continue to follow up, again a mistake on our part. 
       We were able to contact ****************** this afternoon, explained what had happened and offered to arrange the pick-up and return of his vehicle so that we could complete the repair correctly, but was informed that he had since traded in the vehicle.

  Customer response

  03/08/2024

   
  Complaint: 21396353
  
  I am rejecting this response because:

  I want it noted that their response only attempts to hide their actions and come out looking like this was nothing. They lied, did not provide services paid for and only responded after an actual BBB complaint. No attempts on my phone or email on file were done. The manager said on the phone she only looked into this after getting the BBB complaint. All other attempts prior were ignored. They simply got caught in a lie, their own cameras proved that. My jeep maintenance was scheduled for tire rotation and should have been performed per jeep warranty and service schedule. They told me right at the service desk those services were provided, and gave me the service receipt. This was not simply an error. Other complaints show this kind of behavior in that ***** She did contact me now, but still downplayed this while situation as if it were nothing. Honesty in paid business dealings is a big deal and especially on someone vehicle they drive. There is nothing else that can be done at this point but the sad part is that they still feel it's not a big deal and I'm just one guy. Also don't care until a BBB complaint is filed. Her response was literally insulting to me. I simply wanted my response on file since her message back was very different than our phone conversation and made it seem like this incident of fraud was nothing at all. Thanks to the BBB for apparently still having enough weight in the business world to get a response from them at all, since all my attempts failed. 

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

  

  Business response

  03/18/2024

  We apologize if our response was taken as we were trying to hide anything or marginalize the issue.  At no point were we trying to deny what happened and fully admitted that we had made significant errors in both the repairs and the handling of the issue.  Our intent was to show that we are admitting responsibility for the situation and be transparent with the chain of events that led us to this point.  There should have been better communication on our part through each step of the process.  Had this been the case, the technician would have made the service advisor aware of the situation, ****************** would have been consulted on the best course of action with his vehicle and the paperwork would have correctly reflected the work performed, or reasons why it was not.  Unfortunately, this was not the case, and then we failed with our follow-up with ******************** concern.  We truly apologize for what happened and strive to make sure that this does not happen in the future.

  Customer response

  03/18/2024

   
  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.

  There is nothing else that can be done but at least this business had to answer for my issue and one of the numerous complaints and reviews about these kinds of practices. 

  I know from our phone calls this really doesn't matter to them, continued reviews show that. But at least BBB made them answer for one. 

  Thank you BBB.

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

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of service 02/06/24 Paid ****** for diagnoses of issue to air bag on vehicle.Tried working with the service Manager Reviewed the description with their parts department and they had no idea what the issue could be base on the description provide and could not confirm it had anything to do with the air bag.I need to know how to fix the issue and the Tech and service manage refuses to provide me with the part numbers and detailed description of what is needed to fix my vehicle and only stated they cant fix it and I would have to find the part at a savage yard. Paid for air bag issue to be diagnosed, Ken Garff Ford has refused to provide me the parts numbers that are in question for repair, they stated that I would need to go to a salvage yard to get part. I have no idea what part. I ask the service manager and he had no idea, I ask ther parts department and they have no idea based on the information the tech provided. I has a air bag light on my vehicle making it not safe to drive. I brought my vehicle to the dealership for repair and was only told they could not repair it and it was up to me to find the part at a salvage yard. I paid my bill and they refused to provide me with the details on what was the issue.

  

  Business response

  03/06/2024

  *************************** brought the vehicle into our facility to have the airbag diagnosed. Customer did not purchase car from ********************. As we started to diagnosis the airbag condition we noticed that one of the airbag modules that is located in the overhead console had a part number for a convertible vehicle with wires hanging out around them. Because this is a 2012 Mustang the original **** parts have been discontinued so we could not give the customer a quote to repair the vehicle. The customer suggested that he may buy the part on **** to which we said he could but we said we don't know the condition of the parts and could not warranty them. We would be happy to provide the customer with as much information as we can. We would even help them buy refunding there money for the diagnosis. Our goal is to help the customer. We apologize for the parts being discontinued and for the customer being upset. 

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Took my wife ******* Palisade to **************** to replace a gas tank that was damaged due to a separate accident. When my wife picked up her vehicle, we realized a week later of some chemical residue on her front hood and front windshield that she did not have prior to taking the vehicle to Big Star. Took the vehicle back to the dealership and spoke with **** and the service manager. I was told they needed to reach out to Corporate to retrieve the video copies to see what potentially happened and have not heard back from either the service manager or service advisor after repeated calls and messages to the dealership. Was told on 03/01 by the front receptionist that she spoke to the service manager who stated I would receive a phone call to setup an appointment to try to buff the stain out or have to repaint the hood. I have not received any calls today from anybody to setup a time to fix this issues. I have been contacting the dealership daily and keep being told the service manager is away and leaving numerous messages with no call back or resolution. It should take this long just to get a response as to what is on my wife's hood or next steps.

  

  Business response

  03/05/2024

  Customer came in with damage to vehicle from outside influence. The fuel from the fuel tank being damaged could have caused the paint damage. We requested video to verify if the vehicle paint damage was present when the customer dropped off. Unfortunately the customer has black paint and ghost spots on the paint that can only be seen at the right angle with the right light were not visible when the customer arrived with the vehicle or left with the vehicle. We offered to attempt to buff out the spots or send to a Body Shop for possible paint restoration as a goodwill gesture to the customer. We DID NOT accept responsibility as it could not be verified via video footage as stated earlier. The customer is under the perception that this is our responsibility and is demanding a no pay rental vehicle while we are performing this goodwill gesture. Currently we are awaiting a dealership owned loaner to become available to get the customer in for this goodwill gesture. 

  Customer response

  03/05/2024

   
  Complaint: 21383415
  
  To clarify, I have not at any point indicated or stated that **************** was at fault for the stains on the vehicle. All I have asked for was a call back from the service manager after repeated phone calls and voice mails to inquire as to what are the next steps. I was only notified by the receptionist of a status after a message was sent to the service manager. I appreciate the dealerships willingness to buff out the stains and offer a loaner during the process however, a simple phone call notifying me of a status would go a long way and help resolve this matter more quickly. However to date this still has not occurred. I still request a phone call to discuss this matter in more detail. 
  
  Sincerely,
  
  *******************************

  

  Business response

  03/20/2024

  Customer is in a rental vehicle and we are submitting to ******* for defective paint to be repaired. 

  Customer response

  03/20/2024

   
  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

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 6, 2023 I purchased a 2012 Buick Enclave from the ******************* at Ken Garff ******* Downtown in Salt Lake. I was out of town so there was not test drive and my wife picked up the car from the dealer. The only damage or issues reported to us were the minor body damage. Two days after picking the car up the check engine light came on with Evap system codes and the radio was only working through one speaker. Then the dealership called and said they did not do the emissions check to get it registered before they sold it and I needed to bring it back. When I did they said it failed due to the check engine light. I made an appointment to bring it back to get repaired and get the emissions done at no cost. They had the vehicle for a week and when I got it back it passed emissions and the check engine light was gone. **** the service advisor said the tech found a valve was not installed correctly. The radio was not repaired do the cost being $1,500. Two days later the check engine light was back for the same issue. When I brought this back up to them they said I could bring it back in to get worked on but it would be at my cost if the extended warranty I purchased did not cover it. the extended warranty I purchased only covers the drive train and not the fuel system that this falls under. I do believe the tech originally just deleted the code knowing it will take two days of driving for it to come back up on the dash. That is the reason for the emissions not being completed before the sale. I also have doubt on the repairs that I was told were completed when the vehicle was returned. I have made several attempts to call and speak with **** or the service department head with no calls returned.

  

  Business response

  03/06/2024

  We have called, texted and emailed the customer. We are reaching out to get the vehicle back to our shop so we can diagnose and repair the check engine light. This is an act of good will on our part.

   

  thank you

   

  Trent Bell 

  General Manager

• Initial Complaint

  02/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  **Avoid Culvert ************* Unethical Business Practices**I recently had an extremely disappointing experience with Culvert *********** that I feel compelled to share. They "sold" me a car, entered into a contract, and even had me wire them the money. However, to my shock, they called me later to inform me that they had already sold the car to someone else.It became evident that they used my offer to leverage a higher price from another buyer, leaving me high and dry with no car and no refund. Despite repeated attempts to get my money back, they have been avoiding me and showing a complete lack of professionalism.To make matters worse, their manager, ****** (if that's even his real name), resorted to vulgar language and treated me with utter disrespect over the phone. It was like dealing with a scumbag gangster straight out of a bad movie.Culvert ***********'s deceitful actions are a stain on the reputation of ****** and car dealerships in general. I strongly advise anyone considering doing business with them to steer clear. There are plenty of reputable dealerships out there who actually value their customers.Save yourself the headache and frustration. Don't give Culvert *********** your business. They don't deserve it, plain and simple.They have also now reposted the car on their website at a higher price.

  

  Business response

  02/29/2024

  Good afternoon, 

  I understand your frustration but this vehicle was sold before you agreed to numbers and before you wired any money. As a dealer yourself you should understand this situation. Our customers are our main priority this issue was simply a case of bad timing. ****** is also no longer with the company. If you have any questions or would like any more information please reach out to me directly I would be happy to help.  ****** ************

• Initial Complaint

  02/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  ******************* is using my PERSONAL information to harass me and try to sell to me. I bought a car from them back in ********************************************************* I've asked them to stop and the calls just keep coming

  

  Business response

  02/28/2024

  My new Car manager did speak with the Customer on Feb *******************************  After looking up the account while on the phone, there was nothing noted from the purchase of the vehicle that the customer wanted to be on the do not call list at the dealership.  So, after speaking with the customer the account was then put on the do not call list as per the customer's request.   This was handled while on the call with the customer as per the request. 

  Customer response

  02/29/2024

   
  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. I AM on a do not call list. I made it clear when I purchased the car that I didn't want to be spammed... so although the manager has LIED about the details, as long as they no longer contact me: I'm okay with moving on.
  
  Sincerely,
  
  *****************

*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. ↩