Ken Garff

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is very satisfactory to meI spoke with Riley from Southtowne and he explained all matters to me thoroughly and I am very satisfied with the final resolutionI appreciate the time he took to explain how they remedied the situation with the potential buyer and how their policies CAN actually be put in place to protect both partiesMy husband also said that a guy named John was very nice and professional when he brought the vehicle inI so so appreciate a company that really cares about its customers enough to fix something and make sure they understand what is going onThank you very much!
Sincerely,
*** ***

?
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,
*** ***

At the day of the complaint we were able to arrange a vehicle for the customer? All management staff was in a meeting at the BodyShop when he came in, so there was a bit of confusion on our behalf? ? Thanks? Carlos I***?

Mr***'s Chevrolet Volt was brought into our facility for repairs on March 29thHis vehicle needed? a rear bumper cover and a energy absorber as well as a rear back up sensor harness? The wire harness that was needed to complete his repairs was on national backorder from General
MotorsWe reassembled his vehicle without installing the backup harness due to the Insurance company not wanting the extra rental car expenseThis does not make the vehicle unsafe to driveThis was on 4/6/2016? .The customer was not happy with the fit and color of the Aftermarket bumper coverWe reached out to the insurance company about the Aftermarket ? rear bumper cover not fitting properlyThey authorized us to use an OEM part ( original equipment from manufacturer)We had Mr*** come by to take a color sample from his vehicle so that we could pre-paint the part to help with the delayHis color code on the Volt is a Tri stage color meaning it is very hard match with out blending or tinting that colorWe received the wire harness on 5/19/and reached out to Mr*** on 6/1/to come in for the harness and the reinstall of the new painted bumperMr*** dropped his vehicle off 6/8/We had Mr*** come down on 6/15/to see if he liked the color that was painted on his rear bumperHe was not happy with the colorWe reached out to our paint manufacturer and representative to assist with this process

This email was sent to the consumer on 6/23/at 10:11amWe are awaiting a response to help rectify the situation.? ***, My name is Brandon A***, I am the Service Manager at Ken Garff GMC/Buick Yesterday I received a copy of the complaint you filed with the Revdex.com regarding the
Nissan Sentra you purchased from us in March of this yearI called and left a message with my contact information yesterday at the phone number provided on the complaint and as of this morning 6/23/I have yet to hear back from youI know we all get busy so I figured I would attempt to contact you this way as wellObviously we take our customers concerns very seriously whether or not the Revdex.com is involved and this is no exceptionI have reviewed the history of this vehicle and read your statementThis is what I am able to see and please feel free to correct me if any of my information is not accurate in your opinion or you need further information about any of itYou purchased the vehicle on 3/21/based on the signed documents in the fileOn 3/27/I show you returned here stating the check engine light was on, washer tank was not holding fluid and there was a knocking in the front end when going over bumpsWe found a code P2Ain the computer causing the check engine light and was able to diagnose the problem as a cracked intake air plenum and pre-catalytic converter Osensor not reading accuratelyWe replaced the intake air plenum ducting and Osensor, cleared the codes and sent it to our Nissan dealership down the road to complete an air/fuel relearn only able to be done at a Nissan dealerFor the washer tank not holding fluid we found a portion of hose that attaches to the washer bottle to be corroded, we cut the corroded section out and replaced it with new hose to correct the issue and did not find any leaks after that repairFor the knocking noise we found the front struts making noise and possibly mounts worn, this we believed was causing what was being heard when going over bumps or dips in the roadWhile the vehicle was at our Nissan dealership we requested they replace the struts for you, this was done at that time and the vehicle was returned to us and in turn to you with the above repairs completedThe total our dealership paid for these repairs to our facility and our Ken Garff Nissan store was $none of which we requested you pay when you picked up the vehicle on 4/1/This was done because we do value you as a customer and do everything in our power to assist when we can and stand behind the vehicles we sellSince you picked up the vehicle on 4/1/we have no record of you contacting us to inform our sales or service departments there was still an issueSince the work was done it holds warranty if the same part fails after we install it, if it is a different problem then by all means we would be willing to inspect and determine what the failure is and come up with a solution that works for everyoneWe have obviously proven we have the resources and willingness to assist you in owning and driving a quality vehicle after completing the above reapirsMy only concern is based on the your Revdex.com complaint you say you have not spoken with the company (us) since 3/14/17, I do believe that is inaccurate since we had your vehicle here as of April 1st and the purchase wasn’t completed until 3/21/Without a doubt we will look into this knocking issue but can you see how without contacting us for over two months we would not have any idea the problem still existedAt this point I just need to hear back from you so we can make an appointment that is convenient for you to diagnose the noise and determine the appropriate fixThe last thing we want is to invest over $in your vehicle for you to still be unhappy with itIf you would please reach out to me at your earliest convenience we will set up a time to get the vehicle here and hopefully fixed for goodThank you and I look forward to hearing from you soon, please contact me directly at any of the methods listed below? Sincerely, ? Brandon CA*** Service Manager Desk: Text: [email protected] ?

I am sorry that you were treated the way you expected.? We pride ourselved on taking care our customers and sometimes we do make mistakes.? It sounds like we made a mistake with you and I appologize that we weren't able to resolve the situation to your satisfaction.?

Nissan has an open recall? to address possible? corrosion and rust around the sending unit.? No corrosion was found so we added the anti-corrosive material to help prevent it from forming as per instructions on the recall.? The sending unit in his vehicle is not a Nissan Genuine
Part as it has been replaced with an aftermarket unit in the past.? In talking with Mr***, another shop had told him that the cost would be covered by Nissan but unfortunately they gave him incorrect information.We have called him and offered to do a diagnostic check for free to find the source of his issue but haven't heard back.? ?

I am sorry to hear that you are having issues with your vehicle.? After researching the situation is sounds like our West Valley store installed new brakes, updated the PCM, flushed the transmission and offered to have the spark plugs replaced at the selling dealership.? All was paid for
except for the brakes which has issues because a nail had became lodged into the caliper.? I was told that the CAM at West Valley has now handled this with you.? If not, please reach out to him at ###-###-####

We have been in communication to Mr*** and he is in agreement of the monies being held from his Down Payment.? He has agreed to sign a letter provided by us in this regard and has also stated he would reach out to the Revdex.com to confirm the matter has been resolved

The guest is coming in on Monday (7-25-16) ? to have the repair performed? Brad, the Henry Day service director made contact with the guest & resolved the errors and communication issues? The guest stated that he will cancel the Revdex.com case? No other action is required
? Thank you?

CRM TEAm… ? Please remove the following customer from ALL forms of marketing in DealerSocket? DMMS… Please remove him from ALL third party lists for your dealerships? If you find him on any dealership lists, please let me know? He has made some complaints to the Revdex.com so we
want to make sure we do not leave him on any list? *** *** *** * *** * *** * ** *** Daytime Phone:? ###-###-#### Evening Phone:? ###-###-#### Fax:? ###-###-#### E-mail:? *** ? Thanks! Becca rebecca *** a*** | director of sales communication | ken garff automotive group mobile ###-###-#### | *** | office ###-###-#### ? ?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and the dealership is Ken Graff West Valley DodgeWhich is the one I selected from the drop down menu at the beginning of this process
Sincerely,
*** ***

***, I apologize for your frustration.? ? Discounts are always based off of MSRP.? ? All our sales consultants have pricing sheets to show all our customers what the different discounts that are? available.? I would say about 99.9% of our customer like that our sales
consultants have pricing sheets so they don't have to go back and forth with a manager ,and the customer really appreciate? how simple it is.? ? We use a transparent sales process where you work? with a? sales consultant that takes you through the whole process, not bouncing you around from office to office and manager to manager.? ? ? Even with a transparent process we know there's still no way to make 100% of the customers happy.? ? If you would like Leather put in your Atlas we can arrange that, or I can refer you to a company that does aftermarket leather.Let me know if you would like to proceed with the leather.Sincerely,Carlos I***

?
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 reviewed the chain of events with this case and here is what we have found. On 1/18/17 with 143,158 miles, the vehicle came in running poorly, we diagnosed that the CAM and the Lifter were worn. When they are worn this can cause metal shavings to go in the engine. We replaced the...

CAM and lifter, changed the oil and filter and at this point the engine ran great and there was no reason to go any further. Customer paid $106.85 (deductible) the service contract paid $2,566.45. As people know, it is the job of service contracts to keep the cost  down so they will only repair parts with a known problem, and will not repair based on conjecture of what could happen in the future.  On 2/11/17 with 144,188 miles the customer brought the vehicle back complaining of a leak. We advised customer of a transmission leak. Customer declined the work being done and was charged a diagnostic fee of $65.22 which I would be happy to reimburse as a goodwill.  On 2/21/17 with 144,730 miles, customer brought the vehicle in with an engine leak. We found the valve cover leaking, we replaced the valve cover gasket. Customer Paid $0.00.  On 5/4/17 with 149,119, customer brought the vehicle in with a check engine light running roughly again. After diagnosing, we informed the customer that the vehicle needed an engine, which the customer declined. If there was further internal damage this would not have been from a workmanship issue but could have been from the metal shavings in the engine from the initial parts that were faulty, the CAM shaft and lifter. Customer paid $130.00 in diagnostic, as the repair was declined. The service contract (Warranty Contract Carried by a 3rd Party) denied the engine replacement claim, but that would be between the customer and the 3rd party contract holder, not with Ken Garff West Valley. The only thing we would do is call the 3rd party carrier, price the repair to them, and when/if that work is declined, we would then price that work to the customer. If there are any questions on whether that is/should be a covered item or not, that is a matter of discussion with the 3rd party contract holder, and not with the dealership.  In total, the customer paid $302.51, the 3rd party warranty company paid $2,566.45. We are willing to reimburse the customer $65.22 as a goodwill, but the $2,566.45 was not paid by the customer. If the customer has a concern about what is or what is not covered under their service contract, that would be a matter of discussion with the 3rd party company. We are sorry for the alleged mistreatment, and will have a discussion with the individuals involved.

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

Looked like we were able to get everything resolved. If you need anything else please reach out.

Complaint: [redacted]
I am rejecting this response because: I have not received the part in question.  I will accept the 'resolution' once I receive said part.  Otherwise, this complaint will be closed again and no action will be taken by your company.  I was also told I would receive a follow-up call on the status of the part and that did not happen yet.  And for the record, I find it sad that I had to reinstate my Revdex.com complaint before you would reach out to me.  I reached out to General Manager Winston 3 times with no response.
Sincerely,
[redacted]

We are working with the customer to resolve his concerns.

Complaint: [redacted]
I am rejecting this response because: I clearly stated that our warranty company covered the cost of repair. Shouldn't they then be reimbursed the money for the defective work performed?? The parts that were installed by your service department are MOPAR parts and according to your own paperwork that was given to us they are still under warranty. Yet we were told no they were not. The vehicle was towed to your establishment on May 2nd. It was not running poorly at the time with a check engine light on because the vehicle was not running at all. We were never informed of metal being in the oil when the repairs were done the first time. Or the second time it was in your shop. Or the third time it was repaired by them. Had there been metal in the oil that should have been told to us. This vehicle in question was serviced less than 30 days before it went into your shop. There was no metal in the oil at that time. There also was not a large leak in the transmission. That was looked at by a different mechanic and he found that to not be true.
Sincerely,
[redacted]