Ken Garff

The customer came in for an oil changeHe parked in the service drive and shut his vehicle offThe service drive advisors did a meet and greet with the customer and was asked by the customer for an oil changeThe vehicle was driven by the lot tech to the oil change line for dispatch
into the oil change rotation.We changed the oil in the customers vehicle.We have reviewed the footage of the initial inception of the customers vehicle on the service drive and throughout the possession time and see no irregular actions or service errors while changing the oil.The vehicle was in the shop no longer than minutesFrom the time the vehicle was started and moved from the driveway to the oil change lineit was less than minuteThe vehicle sat turned off for 15-minutes and was then started and brought into the shopIt is a yard driveThe vehicle's oil was changed and then it was returned to the pick up lane which required another yard drive and was turned off waiting for the customer to pick up, Total on time is less than minutes.The customer received his vehicle and then returned to the drive and discussed his concerns with the drive managerThe manager then contacted me and I sat with the customer and listenedThe manager is a seasoned Ford technician and has extensive knowledge of Ford'sHe explained that in those models and year made, Ford has have problems with the VCT in the engines.We then asked the customer to go with the manager to the Ford facility next to us and get a second opinionThe consensus was the same.We committed to address the oil problem with the vehicle taking responsibility for the problem.The customer agreed.We then commenced with the work and we discovered that the head gaskets were blown as wellOur experience tells us that there is not a chance that the vehicles head gaskets were blown while in our careThe vehicle would have had to overheat due to a lack of coolant and there would have been pressure in the cooling system as the temperature rises causing the head gaskets to failOnly running the vehicle for two minutes would not have caused the head gaskets to failThe coolant would have had to have been depleted to cause the result.We contacted the customer and explained the findings and that in "Good Faith" we would cover the labor to repair the head gaskets and he would cover any and all parts including coolantThe customer has been contacted and refuses to agree to our findings and resolution.The customer sat with me during his original discussions and was vulgar in his language and maintained a disgruntled attitude throughout the entire process until he felt confident that we would stand behind my commitment to repair the oil related parts.We have discussed with him the resolution on the head gasket and are waiting for his replyHe said he would be contacting his lawyerWe put him in a loaner vehicle while we have his vehicleWe asked him about the loaner and he said it was in his garage.We feel that we have responsive professionally and are going above and beyond our process to satisfy his concerns.Please feel free to contact me at 801-706-6177Thank you Terry B***

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

we have been working with *** through this unfortunate vehicle fire her son had with the Subaru WRXWe were able to have the vehicle towed to a Subaru dealership for a diagnosis of what caused her vehicle to burnThe Subaru dealership determined the vehicle caught fire not because of any type
of recall but rather due to other causes. *** is working with her vehicle insurance company and Subaru to see if this can still be covered

***, I am aware of the situation regarding your registration issues on your Nissan TitanI have personally reached out to our licensing clerk to see how and why the car was registered in UtahWe will reach out to you first the to ensure this conflict gets resolvedI you have any
question meantime feel free to call anytime as we are always here to help. Thanks, Winston B***General Manager

Thank you for Revdex.com to keep us informed of ways we can do a better job for our customersWe are committed to maintaining our A+ rating with Revdex.com by taking every complaint seriously We contacted our manager at the Southtowne location immediately to get get
his response to this concernThis was his responseWe have xxx'ed out the "potential buyers" phone number to protect privacy.Hello guys,*** did call me yesterday on the telephone and asked for Anthony I did state that he worked at a different location and asked what she needed to see if we could assist her here at Southtowne***'s husband *** dropped off the vehicle this morning and we wrote the RO at 809am at which point we took to shop and did a used car inspection that the potential buyer requestedWe went over findings and found car to be in good shape at which point my advisor John G*** dialed the potential buyer at phone number given to him by Xxxxx time was am*** was informed that no one answered phone and said he could wait a little while to see if they called backNumber provided was ###-###-###At 953am Xxxxx informed us that he could no longer wait and said he would pay the charge which we did for a total of which was for the inspection and misc shop supplies for and sales tax of *** was happy when he left just was not able to wait any longer for the potential buyer to call backThe potential buyer called back at pm and spoke with John G and explained to him that she had no cell coverage earlier that day and called as soon as she got receptionLet me know if there is anything I can do for youI did try and call *** *** and left her a message at pm to see what I could do to take care of the situation, have not received a return call as of yet.Since then we have contacted the "potential buyer" who has agreed to pay the chargeWe will happy to refund Mrs ***.

Complaint: ***
I am rejecting this response because: Until I have reached an agreement with Ken Garff to a satisfactory level I would like to continue to have an open case. the general manager again got his facts wrong with what I will acceptmy last communication was "I will accept reimbursement of purchase price and the worthless warranty sold to me"Please refer to prior communication.I will attempt a face to face meeting with myself, attorney and the general manager.I am looking forward to future communication.Sincerely,
*** ***

After talking with the customer, we are going to upgrade his warranty to the most comprehensive coverage available We apologize for the miscommunication and lack of a quicker response

unfortunately some times the bank does cap the loan amount and the purchaser would have to pay for the contract out of there own money over and above any down paymentthat would have been the case on your vehicle purchaseit was offered but could not be financed into the loanwe would be willing to do a 20$ discount on Parts and Labor which would save you approximately $let us know if you would like to pursue that option

*** came in on 8/14/with recalls to be performedSome of which were inspections and we had to then order parts*** did call and ask if parts were in and we scheduled him in to complete the repairsWe completed an alignment inspection on the vehicle and handed him the inspection reportWe
also completed a Multi-Point inspection on the vehicle which we in turn gave to the customerHe came back in and told us we broke some pieces of trim underneath the back seatWe inspected and told the customer as a gesture we would take care of these not knowing if it was out mistake or the mistake of the friends who borrowed it while moving.? We found out that the part has been? discontinued and we would look for one.? We have yet to find a suitable one for the customer free of charge.? I would be happy to perform another multi point inspection and a courtesy alignment inspection

***,? I have had one of my managers look into this after you sent me an emailFor some reason it took a little longer than expected to have your deal fund with the bankIt is company policy to not release any funds until the deal is completely finalizedAfter looking into this, your deal has
been funded and we are set to release paymentI apologize for the delaysI will reach out to get this resolved immediately.? Thanks? Winston

I called the customer, *** *** on 7/28/2016? and left a voicemail regarding their concern, understanding that he was having difficulty getting in touch with our accessories managerI actually spoke to the customer on 8/1/and ended up resolving the issue of the refundA check was cut
for a full refund for what the customer was charged for tint? on? 8/1/and sent the next day in the mail dropEverything is resolved at this point to my knowledgeIf the customer requires further assistance they may contact me at ###-###-####.-Mathew G***

We have removed Mr*** from internal mailings and also contacted the outside vendors Honda Downtown uses to have him removed.Alex W*** reached out and spoke to Mr*** earlier today? She explained how the direct mail process worked and apologized that he was unable to successfully
remove himself thus far? His biggest frustration was? that? he couldn't get a hold of anyone? Alex gave him her contact information so that he can directly reach out to her with any other concerns of if he gets a another rogue mail piece? We are happy we could help him and apologize he has been frustrated.Mr*** also said to let the Revdex.com know to call him so he can tell them it’s resolvedHe said he has had good experiences with Garff otherwise and would be happy to let the Revdex.com know there is no further issue with us.Thanks!

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Complaint: ***
I am rejecting this response because: I reaffirm that he process was not transparentThe online price was not offered any formI again request a refund.?
Sincerely,
*** ***

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Gloria O***

***,We apologize for the frustration and inconvenience regarding your service experience with us, and getting your second key working properly? We will be happy to either replace your second key, or refund your money completely.If you choose to have another key ordered, please note that
Mercedes-Benz does not authorize us to send the key directly to our clients, and the keys must be physically picked up at the dealership? We realize this is not ideal, but is a rule we must abide by? Please contact me directly at your convenience which option you prefer, and we can get this processed? ? Respectfully,Chris K*** (801) 257-? [email protected] Relations ManagerMercedes-Benz of Salt Lake City? ? ? ? ?

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

The picture provided to us for these contracts, which was attached by the customer, not only had no identifying information, such as a Vin number, but it also did not match the signed physical copies we have, nor what the bank has on file for the loan they? facilitatedThe customer did NOT buy an Advantage Care product at the time of their purchaseIt is not our policy to refund an item that was not purchasedHowever, in the spirit of getting this case closed, we have refunded an additional $to the customerBringing the refunded amount total to $

We have spoke with our customer and are working toward an acceptable resolution? for both partiesWe have agreed to exchange the purchased vehicle (that was not agreeable to the customer) for anotherWe? have an appointment? at 4pm today? ? ? Thanks, ? Brandon W*** General Sales ManagerKen Garff Honda Downtown

We are working with the customer to resolve his concerns.?

Complaint: ***
I am rejecting this response because:I also have documentation of a payoff date of Sept, 2017, the credit denial letters, and signed contracts with different dates and was aware of being lateHowever, I could have made a payment on the trade in, or TWO payments if I would have been notified immediately or the following Monday of the possibility of lack of financing! I should have made the payments to protect myself but with a signed contract dated 8/26/and verbally asking to be certain it would be taken care of, I thought a dealership that "Can Hear Me" would have done as they saidAlso, if this is no fault of theirs, why did they reduce the price of the vehicle almost $4k? and why did they fail to communicate until AFTER the financial institution for the trade called to notify me of "late payment" on or about the 15th of SeptemberThey looked at year to date, divided by the months worked on my wife's income to basically tell us we falsified our income? and all I had was a offer letter from a new employer stating wageMy wife normally works 40+ hrs a week but had a medical issue and took some unpaid time off approved by her employerIf the financing was not complete as the initial contract signed indicated, they should not have handed us the keys! I will be filling out the form provided by MrC*** to see what can be doneHowever, I will not accept any resolution until I am satisfied with the outcomeI am the consumer and have rights! I also do not appreciate badgering phone calls from the dealership to try and push me into a common grounds deal!?
Sincerely,
*** ***