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 City, 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:07/26/2025

  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 purchased a 2023 Nissan Leaf S from them, it’s been in Nissan Shop 6 times already for different reasons, it still has a unresolved issue, waiting for a part! It’s obviously a Lemon! Requesting my money back, including my down payment, car payments made, dmv expenses, etc

  

  Business Response

  Date: 07/28/2025

  Mr. *******, 

  It has come to my attention that you are requesting to start a lemon law case. The records shows that although you purchased the vehicle from Stadium Nissan in 2023, you have not been servicing your car at this specific dealership. If you are requesting a lemon law, you will need to reach out to the Nissan Corporation. They can assist in starting your case.

   

• Initial Complaint

  Date:07/24/2025

  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.

  Purchased a vehicle now having major issues. Did all service at dealer.
  
  Texas can't figure out the issue so just going by a major money making job. Quoted 8k to fix and only have less than 5 years with the car.

  

  Business Response

  Date: 07/25/2025

  Thank you for bringing this to our attention. Could you please tell us which Ken Garff Dealership this is regarding?

  Thank you! 

• Initial Complaint

  Date:07/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They had my Jeep for 30 days to fix after an accident. I had to call the several times to get an update. Always got a run around with we will call you back and they never did. Then finally they got it done and I had to take it back because it was not right. Jeep was pulling to the left and should have never been released to me in my opinion. They took it back and said they needed another part because of the lift on the jeep. So not sure why that wasn’t done in the first place. It’s been another week and it’s still not done . Called them for an update still don’t know when it’s going to be done. I have even had Progressive Insurance call and they don’t return there call either. They also called me I think it was day 3 of the first time in the shop and said there was a cut in the tire and insurance said it needed replaced and wanted me to buy 4 new tires. But when I picked it up that time there was no new tire on the jeep. They were just trying to lie to me I think and try to get me to purchase tires. So after 5 weeks now I’m still without my jeep and have no idea when it will be done. Here is another review which is pretty much spot on.
  
  However, some customers have reported negative experiences with the service department, citing issues with communication, repairs, and follow-ups.

  

  Business Response

  Date: 07/29/2025

  We have been in contact with the customer and have delivered the vehicle back to the customer.  All repairs per insurance approval has been completed on the vehicle.  We have let the customer know if there is anything additional that is needed to please reach out **** our Body Shop Manager and he would be able to assist. The insurance approved one tire, the other tires were quoted to replace at customers expense.. The customer asked us to put the spare tire on and not replace any tires for now and he would get tires replaced at a different time.  

  Customer Answer

  Date: 07/29/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23639455, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:07/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I bought my truck out right, the MyChevy app was pushed upon me for use. When I use it to schedule appts I come in and they say they can't see the appt. So I am treated like a walk in. I have waited four hours for a simple oil change to be completed. Reimburse me for my time and price I paid.

  

  Business Response

  Date: 07/24/2025

  Thank you for bringing this to our attention, and please accept our sincere apologies for the inconvenience you experienced during your recent visit. We understand how frustrating it can be to schedule an appointment through the MyChevy app, only to arrive and find that it was not recognized in our system. While we strive to integrate with the latest technology, there are times when external systems may not sync properly with our internal scheduling tools and unfortunately, this appears to have been one of those times.
  That said, we take full responsibility for the impact this had on your visit, including the extended wait time. As a gesture of our apology, we would be happy to take care of your next oil change at no charge.
  We truly appreciate your business and patience, and were committed to providing a smoother and more reliable service experience moving forward. Please dont hesitate to contact us directly to schedule your complimentary service at your convenience.

  Customer Answer

  Date: 07/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  How will you know of my complementary oil change when I just got mine done on Saturday the 19? The next one won't be for awhile now.
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Monday, June 16, drove my car to the dealership as my battery light was on. The car ended up stopping en route and I had to be towed to the dealership. Upon arriving at the Dealership, I worked with ******* (he was great, btw), who informed me that I needed a battery and that I needed a new intake air tube. I gave consent for the work to be done.
  
  On Tuesday, June 17, I picked up the car and drove home to Wonder Valley (a 90 minuter drive) having to of had to spend the night in Palm Springs.
  
  Wednesday, June 18, upon returning from a gig in Joshua Tree, the battery light came on again. I was not able to return to the dealership until Friday, as my partner had medical appointments on Thursday.
  
  Friday, June 20, on my drive down the hill to get to the dealership, the battery light stayed on.
  
  My new customer service rep was ******. I explained that I had just been there two days ago. He had the car looked at and then reported to me that the alternator was bad. It was going to cost nearly $1000 for a new alternator and that did not include labor. I reminded him that I had just been there for an electrical problem and that the alternator should have been checked at the same time. He said this was a new problem not related to the battery. At this point, of course, I could not drive somewhere else and risk having the car fail on me again.
  
  While it is true that I am not a car technician, I do know that the battery and alternator are both a part of the electrical system. It should have been checked out the first time I was there. It was literally unsafe for me to drive the car!!!
  
  Since the alternator is a redundant issue connected to analyzing the original electrical problem, I feel that I should not have been charged, or should receive an appropriate discount for the replacement of the alternator, including labor charges. The decision to not take a full analysis of the electrical system which would obviously include the alternator is negligent

  

  Business Response

  Date: 07/02/2025

  Afternoon ,

  we are willing to refund Ms ****** an amount of $745.00 . This is the total cost of the previous repair. That repair included a battery, a battery  sensor  , and  air intake tube . On ro#***** we inspected the car for all lights on and hard steering . battery failed the load test at 10.5 bolts and battery sensor located on the battery was loose at the connector rendering the sensor no good . After replacement of the needed parts we tested the system and it tested at 14.5 volts. moreover the alternator was replaced with an aftermarket one 6 months prior as per the customer. so , all was good and our post diagnoses was good. Unfortunately we have a non -oe alternator and its gone bad. However if the alternator was the root cause then we are willing to refund what didn't fix the car . that the $745.00... we think this is fair . the customer received a new battery  that was probably damaged by the alternator and a new air intake hose which was not related to the complaint. 

  we can send the customer a check once we have agreed to the settlement . also note , i was not contacted by the customer. with or without BBB intervention , i think this is the right thing to do 

   

  ****** ********* Honda of the desert service director ***********************  

  Customer Answer

  Date: 07/03/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23548269, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took my 2023 Kia Sorento Hybrid in for a scheduled maintenance on 6/16/25. Picked up my vehicle and drove all the way home. I then received a phone call from ******* the service advisor that my vehicle was involved in an accident. He explained that the guys who were washing my car after service backed into another vehicle. The tail light had been cracked and paint was chipped plus a rear bumper that is no longer aligned with the vehicle.
  ******* says they will pay for all damages and they will give us a call when parts come in. I never received a phone call instead I call ******* back which was almost impossible to get ahold of anyone there. After hours of trying to get ahold of someone I finally got ahold of *******. He then tells me to bring the car in on Monday 6/23/25 and that they will give me a loaner to use while my car is in the shop. I show up on Monday and nobody knows what’s going on and they even start questioning if they in fact did damage my vehicle so they call ******* to verify and he does. So they take the vehicle but no loaner is available like promised. So I said to the service advisor what am I supposed to do without a vehicle ? He then says that the owners came in last night and took both loaners that they had. So I asked well what about the customer whose vehicle you damaged ? The other guy responds “they are the boss”. That’s the worst possible answer you could tell a customer. So I refused the ride home and made other arrangements to get home in hopes it would be done in just a couple days. So the next day comes and I decide to call and get a status on repairs and my car had not even been touched. Apparently ******* and service manager **** were both at a training class. I couldn’t be without a vehicle much longer so had no choice but to again pick up my vehicle without any repairs being done. I have been trying to contact them since then and no response or callbacks it is now 6/30/25.

  

  Business Response

  Date: 07/03/2025

  Hello, 

  Could you please respond with the name/location of the dealership involved? 

  Thank you! 

  Customer Answer

  Date: 07/07/2025

  
  
  Complaint: 23535715
  
  
  
  I am rejecting this response because:

  Ken Garff Kia Avondale AZ 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Customer Answer

  Date: 07/07/2025

  
  
  Complaint: 23535715
  
  
  
  I am rejecting this response because:
  

  Still have not received an estimate as to when my vehicle will be done and still have not received info to start a diminished value claim as now my vehicle holds less market value because of the negligence of the dealership.  Also still not received a written acknowledgment of the damage and who will be responsible for long-term implications if any.  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 07/11/2025

  Our Service Department has been in contact with the customer and is getting his issues resolved.

   

  Thanks, 

• Initial Complaint

  Date:06/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Absolutely. Here’s how you can turn that aggressive, no-nonsense email into a public review for Google, Facebook, or any other review site. It keeps the same energy — firm, direct, clear — and implies your expectation that the dealership should have done better:
  
  ?
  Sale date: June 20, 2025
  
  If I could give less than one star, I would. I recently purchased a vehicle from this dealership, and the experience was completely unacceptable from start to finish.
  
  I drove over an hour for a scheduled appointment to buy a truck I was excited about. I showed up on time — unlike my sales rep, ******. Instead of being ready to help, ****** was eating breakfast at his desk, then left to brush his teeth while I sat there waiting. On top of that, he took personal phone calls while I was sitting there trying to buy a vehicle. Totally unprofessional.
  
  The entire sales process dragged on for four hours. I was told the truck would be detailed and fitted with new tires — only to find out later they replaced two tires, not all four, despite ****** clearly saying “new tires” in front of me and the service manager. That’s completely misleading.
  
  The truck also doesn’t have the under-seat flip-up storage, which ****** said he’d “throw in” or adjust the price for. Well, the price wasn’t adjusted, and I never got the storage.
  
  To top it all off, nobody showed me how to use the features in the truck, and I later discovered the emergency braking system was disabled. The truck is now at another dealership getting warranty work and a replacement radio — less than a week after I bought it.
  
  I gave this dealership every opportunity to make things right, but I was met with nothing but excuses and poor communication. If you’re considering buying here, be prepared for broken promises and complete disregard for your time and money. I highly recommend looking elsewhere.

  

  Business Response

  Date: 06/30/2025

  Sales Manager made contact with ******* and remedied his issue.  We replaced his tires and apologized for the inconvenience.  ******* is a pleasure to work with. 

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a vehicle about 2 months ago. We reached out within a couple days because the key fob was not working well, and it was not the original key fob (and therefore didn't function as promised, and inhibited or prohibited access to key features that made the car worth the price we agreed). We spoke to several people in that first couple weeks, all of whom agreed, promised, and worked to get us a normal key fob either from manufacturer or suitable replacement. Since then we have been ignored, given the run around, and generally pushed along by the dealership. Significantly more time and money (accounting for all employees involved, myself, my wife, and the many weeks and hours we have spent trying to resolve this) than the few hundred bucks the dealership should have (then acknowledged and promised they would when we pointed out they didn't) used to give us a normal, working key fob. Instead we continue to recieve deception and shady business interactions.

  

  Business Response

  Date: 06/27/2025

  Could you please respond with the name of the dealership from which you purchased the vehicle?  

  Thank you!

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23525399
  
  I am rejecting this response because: I'm just responding to the question, no solution was offered. We purchased the vehicle from: Ken Garff Hyundai Surprise | Dealer near *******, ** **************************************

  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 07/01/2025

  This is to inform you that I attempted to reach out to **** and left a message on his VM. ***** ********** has been in contact with ********, the other person on the loan. The last communication was on Friday a few days ago, letting ******** know that her key was a special order key that our ****************** ordered and being a special order takes a little more time to receive. She understood and in her return text thanked ***** and was looking forward to receiving her key. 

  ****, I apologize for the wait on this key but I can assure you we are trying to rectify this as quickly as possible. If you are reaching out to ****, your salesperson when you purchased, he no longer works here which could be part of the problem with return phone calls. Either way, I will personally make sure you are contacted as soon as we receive your key and get it programmed for you. My name is ***** ****** and I am the General Manager here and you can reach me at ************

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have done business with Ken Garff for years and it saddens me to have to report a complaint. In 1/2025 the brake pads were replaced by the service department. My husband has taken it back multiple times due to excessive squeaking. Per the service department, they did not find an issue to fix. After completing a survey that did not reflect satisfaction with the service department, we received one phone call intimidating us while in the same conversation asking us to bring in the truck to the service department. I called the manager, ***** ******, and he could not understand why we would hesitate to further trust the staff and the desire not to engage with the company. We have not taken it back.
  
  Today we have a flat tire on the FORD F-150. Since I could be a witness, and we had a warranty for the tires, I decided to see if Ken Garff could fix the tire. When calling Ken Garff they notified me they would not be able to fix the tire for two weeks. She stated the warranty was good until 10/2025. I discussed with the staff that we were told roadside assistance was included, she was unaware and transferred me to a voicemail.
  
  I called Ken Garff in Fort Collins and they told me to call Cornerstone warranty company, which I called and they did not hold the warranty. My husband is taking it to another tire shop as we do not have another car to wait two weeks for tire repair.
  
  We buy an annual package for oil changes and have one remaining oil change per the woman I spoke with at the service department, we have one remaining.
  
  I want a reimbursement for the brake pads/labor, so I can take my Ford to another dealership to have it fixed. I want to be reimbursed for the tire warranty and for the cost of fixing the tire today, which is pending. I want to be reimbursed for the oil change as we do not feel comfortable engaging with the staff at Ken Garff in fear we will be accused of harassing a staff member simply by saying 'hello."

  

  Business Response

  Date: 06/25/2025

  We appreciate Mrs. ****** taking the time to share her feedback and are truly sorry to hear that her recent experience did not reflect the standard of service we aim to provide at Ken Garff Ford Cheyenne.  Mrs. ****** has been a valued customer of our dealership for many years and has done considerable business with us across both sales and service. That long-standing relationship is important to us, and we take her concerns seriously.  Upon receiving her complaint, our General Manager reached out to Mrs. ****** directly to listen and work toward resolution. During that conversation, we acknowledged her frustration surrounding the confusion with tire warranty coverage, delays in tire repair scheduling, and her concerns regarding roadside assistance communication. To support the customer,

  We confirmed our commitment to honor her tire warranty and are reimbursing her for the flat repair she had completed elsewhere.
  We provided our WY GarffCare 24-hour roadside assistance number—***** ********—for her and her family to use throughout the life of their vehicle ownership.
  We offered to assist with the remaining oil change in her prepaid package and committed to ensuring a manager is available during any future visit to help her feel more comfortable.
  We also committed to reinforcing training with our Service Advisors on the proper handling of urgent roadside assistance requests, so that these needs are addressed quickly and clearly moving forward.
  

  Mrs. ****** expressed appreciation for the follow-up and has not requested further escalation at this time. We remain committed to resolving any outstanding concerns and to restoring the trust she has placed in us over the years.

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So many things happened while buying this car. First the dealership is an hour away. It’s extremely unorganized and I dealt with about 4 different sales people. They told me I could come get the car so I drove the hour there and then told me I couldn’t get the car and had no way to get home. Then they called me asking (thinking I was just a random person who had made an inquiry online) asking if I was still interested in the car. I said “do u know who u are calling? This is Lauren, I have made a deposit on the car and why are u guys still contacting people to sell it. Then I finally got the car, had to pay another 400$ to fix the breaks. And we just got a call today (June 23rd) saying they never registered the car because it needs emissions. I have been driving around a car for about 50 days that hasn’t been registered and can’t be registered because of emissions. They took my money to register this car and I have been illegally driving it. Why did it take them 50 days to tell me it can’t be registered? Wouldn’t the dmv have told them that right away?

  

  Business Response

  Date: 06/27/2025

  Could you please respond the name and location of the dealership this is regarding? 

  Thank you!