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:10/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a brand new car February 2023. The car has been having engine issues 2 weeks after purchase and the dealership is not providing an acceptable resolution. The service is terrible at the dealership as we have been given numerous excuses that doesn't make sense for a brand new car and it doesnt seem like the issue has been reported to the manufacturer.
  
  On top of that, after the last engine check appointment. We picked up the car with a broker windshield and the dealership refuses to fix it even though it broke while the car is in their care.

  

  Business Response

  Date: 10/19/2023

  We understand the customers frustration with the vehicle and it is our goal to get the issues resolved to the satisfaction of all parties. When the customer originally brought his vehicle in due to a low oil light we performed an oil consumption test. The vehicle passed this test as it was within Volkswagen guidelines. We topped of the oil based on the results of this test.  Customer is stating they are still having to add oil monthly and we have reached out to VW Quality Technical Manager to look into the issues the customer is having with the vehicle.  He is available to come out to the dealership on Wednesday, October 25th to inspect the vehicle. We will provide transportation to the customer while the vehicle is being inspected. We will perform any repairs necessary as approved by Volkswagen of America.

  We did inspect the vehicles windshield from a picture provided by the customer and found that there was a small chip in the windshield on the passenger side bottom where the crack generated from.  When there is a chip in the windshield, even a small one, high heat and sometimes a vehicle rinse may cause the windshield to crack. In addition, we sent the picture of the cracked windshield to a third party glass company and they determined that the chip was the source of the crack.

  We are willing to assist in any way we can to find a resolution and are currently waiting to hear back from the customer as to his availability on Wednesday, October 25th.

  Customer Answer

  Date: 10/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the windshield broke while the car is in for a maintenance
  
  
  
  Sincerely,
  
  
  
  ******** **********

  

  Business Response

  Date: 10/26/2023

  The customers vehicle had a chip in the windshield prior to when it was brought into the dealership for maintenance.  When there is a chip in the windshield a crack can form due to excessive heat.  When the customer brought the vehicle in on October 25th she acknowledged that they had a different vehicle in which a crack had developed due to a chip. This is not an uncommon occurrence in Arizona and the dealership does not believe we are responsible for the crack in the windshield due to the pre existing chip and this was confirmed by a 3rd party glass company.  

• Initial Complaint

  Date:10/16/2023

  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.

  Ken Garff KIA has had my car for over one month. Here is the final insurance quote. Went to pick up on the 14th when Justin said it would be done and the job was incomplete. As inspecting the car I notice the inside of the rear passenger side had not been covered until after a storm and the inside had water damage. They still have my car and have not returned it to me in a condition you would expect. Manny stated if there was any weather damage from it being in their lot it would be taken care of. Black trim piece was never replaced as stated in the quote. I have also reached out to Mike S****** General Manager without any response.

  

  Business Response

  Date: 10/17/2023

  Hi my name is ******* I'm the service manager here at ken Garff kia of Avondale, the reason the repair took so long is because parts were on national back order from kia. My service advisor Manny G***** has been in contact with ***** through this whole process. We do have approval from his insurance however we still haven't received the check from his insurance. we also gave Mr. ***** a free oil change and a full detail for his inconvenience. Please let me know if you have any questions.

  Thank you,

  Customer Answer

  Date: 10/17/2023

  
  
  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:10/09/2023

  Type:Sales and Advertising 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.

  Bait and Switch
  Website earlier today stated they had a 2024 Hyundai Kona Limited, Atlas White
  VIN: ***************** and they do not have this vehicle, now the website states in transit, which means they do not have it.

  

  Business Response

  Date: 10/17/2023

  I just spoke with her
  and explained how our filters work on the website and how the manufacturer can
  delay vehicles in transit as well. I did thank her for giving us an opportunity
  to earn her business. She is still in the market, and I told her I would keep
  an eye out for one when it comes in. 

  Customer Answer

  Date: 10/18/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Bait and switch is still a practice that occurs in Texas, "In Transit" vehicles also need to be kept off the web pages if a vehicle is not  in
    fact "In Stock" . It's tricky and misleading information. Just stop doing it, period. So, it needs to be pulled from their website even if it states "In Transit" . The wording "In Transit" on dealerships website just need to be taken down all vehicles with "In Transit" removed from their web pages, because that vehicle is not on their lot. So it's just another, in fact, "Bait and Switch" to bring someone to the dealership for which the consumer might then buy something they did not want. So, that is still misleading and for which the State of Texas should fine these car dealerships.

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

• Initial Complaint

  Date:10/05/2023

  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 purchased my vehicle from Ken Garff West Valley Ford with an extended warranty and 3 oil changes for $2,129.95. The dealership never activated the warranty or provided the 3 oil changes. Whenever I try to contact the dealership, they either have an excuse or refuse to communicate.

  

  Business Response

  Date: 10/09/2023

  To whom it may concern,

  The General Manager will work with **** to resolve this issue.  **** will receive a full refund or a service  contract in equal or greater in coverage.  **** has already purchased another maintenance package and a refund will be extended for the expired maintenance services that were part of the original car deal.  

   

    

• Initial Complaint

  Date:09/28/2023

  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 took my *** for a brake pad change, I turned in the *** to ******* and asked her the price. She responded with "around $220.00" I said ok and left the dealership. Upon calling to pay for pick up of my ***, I was told the price was now $623.00. I asked why and she said there was other work done to the ***. I spoke with ***** the Service Manager the next day and she said she would listen to recording to see what happened , she came back the next day and said that I was told the price upfront. When I said no ******* quoted me $220.00 and if there was something else wrong with my *** before the work was conducted I was supposed to be called and give my permission to work on the ***. She placed me on hold then hung up. I have been calling each day and leaving messages and she has not called me back.I am asking for the ****** back that I over paid because they were holding my *** without release until I paid.

  

  Business Response

  Date: 10/09/2023

  I sincerely apologize for this issue and plan to fully resolve it quickly.  Please feel free to contact me directly at ************ or via email at **********************************.  *********************** General Manager Northwest CDJR.

  Thank you for this opportunity to serve you.  

  Customer Answer

  Date: 10/11/2023

   
  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,
  
  Triz *********

• Initial Complaint

  Date:09/20/2023

  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 08/08/2023 I purchased a car from them and now my temp tag is expired and they have not given me my plates yet

  

  Business Response

  Date: 09/25/2023

  ****** picked up his plates on Sept 22, 2023.

  Customer Answer

  Date: 09/25/2023

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

• Initial Complaint

  Date:09/15/2023

  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.

  My wife & I were headed to the Grand Tetons in western Wyoming on July 15, 2023. We were 12 miles west of Cheyenne, Wy. when our 2016 Ford Explorer suffered a serious problem with the transmission. We were able to drive the vehicle with popup camper we were towning (3200 lbs GVW) back to Cheyenne. On the following Monday, July 17, we took the vehicle to Ken Garff Ford for service. The counter tech advised there were 3 options:
  1. Do a "flush and fill" of the transmission for $450.00.
  2. Do a tear down of the transmission (and reassembly) $4000.00 PLUS cost of repair labor and parts - Did not do this as they said they were backlogged 3 weeks.
  3. (SAID IN ALL SINCERITY!!!) Purchase a new vehicle!!! Declined!
  
  Opted for flush & fill option. When the vehicle was returned it was stated that Ken Garff did not know if that fixed the issue. Given that uncertainty, we returned to Cincinnati without proceeding to our intended destination. During that return trip we continued to receive the same "See owner Manual" alert Plus a yellow wrench light on the dash --> which would go out if the vehicle was stopped for a while -or- driven at 60 MPH or less - ie. transmission able to cool down.
  I have taken the vehicle to a local Cincinnati Ford dealer and just received the following from the service department:
  " Per the tech working on the vehicle - there is a leaking coolant line on the transmission PLUS the coolant in the transmission is BLACK AND DIRTY!" It is the observation of the Ford technician that the fluid has not been changed, and CERTAINLY NOT CHANGED BY KEN GRAFF FORD!!
  
  It is unfathomable how Ken Graff Ford could miss a leaking coolant tube during their inspection of the vehicle's transmission and also to charge for work that had not been done (the "flush and fill"). As a consequence I am seeking a full refund of our money ($580.73)
  
  ******* ** *******

  

  Business Response

  Date: 09/18/2023

  Mr. *******,

   

  on 7/17/2023, your 2016 Explorer (130,358 mi) was checked into the Service Department of Ken Garff Ford of Cheyenne with the following communitated by to to our Service Advisor:

  "CUSTOMER STATES THE VEHICLE HAD A WRENCH LIGHT THAT CAME ON, THEN A POWERTRAIN FAULT SAYING THE AWD IS INOP, THEN VEHICLE STALLED OUT ON A HILL. THEY ARE TOWING A SMALL CAMPER, AND CUSTOMER ADDED 3 QUARTS OF TRANSMISSION FLUID YESTERDAY MORNING, ALL THOUGH THEY HAVENT SEEN ANY PUDDLES UNDER THE CAR FROM ANY FLUIDS."

   

  It was dispatched to a Service Technician who performed the following on your vehicle:

  TEST PCM WITH SCAN TOOL- THE VEHICLE MEMORY FOUND:

  P0216 TFT SENSOR OVERTEMP 278 DEG

  P0710 TFT A CIRCUIT P0717 ISS/TSS A CIRCUIT NO SIGNAL

  P0722 OSS NO SIGNAL 357 DEG.

  P1783 TRANS OVERTEMP 278 DEG.

   

  CHECK TRANSMISSION FLUID AND NOTED OVERFULL. CHECK FOR TRANSMISSION FLUID LEAKS, OK. ROAD TEST AND NOTED ENGAGEMENTS/SHIFTS INTO ALL GEARS CORRECTLY WITH TFT AT 165 DEG.

   

  The 3 quarts of tramsmission fluid added to your transmission overfilled the unit thus prevented it from operating correctly.  The transmission flush was performed to evacuate the fluid and return the correct amount.  Please note, after this operation was performed, the transmission operated at a consistent 165 degrees as noted by the onboard computer of your vehicle.  No leaks were noted (if a leak had been present, the excess fluid would have poured out- the technician noted it's overfilled state upon arrival.)

   

  We hope the rest of your trip was safe and uneventful.

  Customer Answer

  Date: 09/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  While the conditions noted that necessitated action by a competent mechanic, the response from Ken Garff Ford is inconsistent with the facts as they have been observed by my local Ford transmission technician and myself.

  1. the current state of the transmission fluid,as noted in the complaint, is BLACK and Dirty.

     A.  Ken Garff Ford supposedly drained the transmission (ALL OF FLUID) and flushed the transmission.  That would have required flushing with a cleaning agent that itself have to be removed.  The transmission would then HAVE to be refilled.  Ken Garff's receipt states that I was charged for NEW transmission fluid.  I, erroneously,  added ONLY APPROVED FORD MERCON LV transmission fluid.

  --> that fluid is red in color.  Driving home from Cheyenne, WY plus local driving since arriving home (July 19) would not have caused the transmission fluid to turn black nor be that dirty.

  B. If the intent was to adjust the transmission fluid to the appropriate level, why was it necessary to do a flush and fill??  Draining the fluid down until the level was at a normal point would have accomplished 2 things (and been much less expensive!)

  A. Visually determine the condition of the fluid.

  B. Return the level to normal, test drive and check for overtime errors.

   

  There is a leak in the coolant system for the transmission.   That has been born out by my local Ford technician.  If there is a question as to the veracity of that condition, I can provide the Service Magager's name and phone number so that the condition can be substantiated!

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

  

  Business Response

  Date: 09/26/2023

  Ken Garff of Cheyenne has sent a reimbursement check to Mr. ******* in the amount of $580.73.

  Customer Answer

  Date: 09/26/2023

  
  
  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 received the reimbursement check from Ken Garff Cheyenne and consider the matter closed.

  My sincere thanks to the BBB for acting in my behalf.

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

• Initial Complaint

  Date:09/14/2023

  Type:Sales and Advertising 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 dropped my car off to have service. My car had been shaking a little more than normal so I asked them to inspect that along with do my oil change. They informed me my struts needed to be replaced so they replaced them. I picked my car up and it seemed ok for a few miles but then started making a popping noise I have never heard my jeep make. It was too late to turn around as they were closed, so I took the jeep back the next day. As I was driving to the shop my tire flew off as I was exiting the freeway and flew so far it hit the top of an overpass and into a field thankfully missing other cars and pedestrians. I somehow am also ok, but now have A LOT of damage to my vehicle as a result to their negligence. Not only that but they completely put my life at risk amongst a lot of others by not securing my tire. It is the extremely bad faulty workmanship and I absolutely will never trust or purchase a jeep again just to avoid going to them for service. My service technicians name is ***** and he should definitely be evaluated on if he should be repairing cars. It also had appeared that someone had gone through my car in search for something to steal *** never felt so violated by a company.

  

  Business Response

  Date: 09/22/2023

  We have reached out to the customer and found a resolution.

• Initial Complaint

  Date:09/13/2023

  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.

  Bought used car from this dealership, it took them longer than a month to pay off my lease causing me to have to make an additional payment on my lease after they had the trade in on their lot for more than 30days. ******** calls, voicemails and messages and they did not respond. Finally, after about 3 weeks the finance manager responded with an email stating a refund was being processed for the extra payment I made on my lease. three weeks later, I'm still waiting for a refund and no one answers my calls.

  

  Business Response

  Date: 09/18/2023

  We regret any inconvenience experienced by ********************. We have already engaged in direct communication with ********************, addressing and successfully resolving the matter outside of BBB. We appreciate you bringing this matter to our attention, and we consider it an opportunity for improvement in our training and customer service processes.

  Customer Answer

  Date: 09/19/2023

   
  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:08/30/2023

  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.

  On June 13,2023 my husband and I traded in our 2014 *************** for a 2023 ***** Tahoe. The vehicle had **** miles on it. The salesman and everyone were great to work with. On July 17, I went to our local courthouse to license my vehicle however they have never received the titling paperwork or sales tax that I paid at the dealership. I contacted the dealership that day and was told their **** store processes all the titles so they transferred me over there. I had to leave a message. I left 3 messages that week with no call backs. I called again the week of the ****************************************************** but the main clerk was out on vacation. I explained to the person that answered the phone my temporary registration was about to expire and I needed to pay the sales tax before I faced fines. They stated that they would send me another registration tag and would send the sales tax money. I did receive that. In the beginning of August they told me when I contacted them they were having trouble getting the title from Colorado but I should receive it by the end of the week. Today it is August 30, I still have no title. When I talked to them last week they said it was processed in Colorado on August 14 and I should receive it any day. Most of the time when I call I receive no callback from anyone nor do they feel that it is of any concern to address this issue. I am beyond frustrated with the business they have provided and do not recommend anyone do business with them again.

  

  Business Response

  Date: 09/01/2023

  My name is *************************, I am the General Sales Manager here at Ken Garff Chevrolet.  I have reached out and spoken with ****** regarding this issue.  The title has been processed and sent out, however not received yet.  We do believe that the title will be received shortly tho.  I will communicate again with ****** on Tuesday with an update and be the point of contact here at the dealership.  I am very sorry for your experience with our title department and will work to make sure this is solved ASAP.  Thank you.