Ken Garff

Complaint: [redacted]
I am rejecting this response because:  Again, I am getting the run around.  I received an email from Mathew telling me he would send the refund for the remainder for the tint AND the $99 for the advantage care.  He seems to have short term memory between sending me that email on the 17th of August and replying to this complaint today, the 23rd of August.  I have attached a copy of that email and a copy of the receipt that supposedly does not have the $99 along with the advantage care tag I received at time of purchase.  (The tag they give you when you purchase it)  I would like a check for both of these as promised.  
Sincerely,
[redacted]

We apologize to [redacted] for the time it has taken to get the credit for the fender flairs sent. There has been some confusion between departments regarding what was going to occur. As of this afternoon, after speaking to [redacted] on the phone, a check is being cut and sent to...

[redacted] reimbursing him in full for the cost of the fender flairs.

Complaint: [redacted]
I am rejecting this response because: Ken Graff had three months to fix the bump properly, which was more than enough time to paint my rear bumper.  Their paint job on the rear bumper is still yellow.  My car is pearl white not yellow.  To blend a white car with yellow would make the car like a bandage. They even painted the back of the hatch back to help hide the color miss match!  I will be taking my car to a profession painter to see what can be done. Since they can't do the job right!!!!
Sincerely,
[redacted]

We sincerely apologize for the distress that this purchase has caused for the customers. We do not like hearing that our customers feel that there have been underhanded dealings or shortcuts taken in their purchases. At the time the customer purchased the car, we spent over $2400 in reconditioning...

to help address the concerns and issues with the car. When we delivered the car, we felt as if all of the problems had been addressed. The unfortunate thing is when you are dealing with 12 year old cars that have over 130,000 miles, there can be unseen issues that can arise at any time. Because of the age and mileage, we are unable to warranty the car in any way. The customers signed an "as-is" form when they bought the car. Again, we feel terrible about the issues that have arisen and the difficulties that have been caused as a result. Although both Ken Garff dealerships, because we are a separate dealership from the one that they took the car to for repairs, we have no stance on that part of the complaint.

we are working with the customer now to resolve the issue. we delivered the vehicle to there home today 4/7/2015 around 3:30 in the afternoon with a full tank of gas and all concerns addresses. we did have a few issues that held the process up and we have since appologized. this was a...

customized vehicle that we over promised on getting things taken care of and we under delivered. we had thought we had resolved all issues with the customer. we will keep in contact with the owners.

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.

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. This company has taken up enough of my energy, time and money. They will be getting nothing further from me. 
Sincerely,
[redacted]

I understand.  I have talked with all employees involved with the exception of the service advisor because he resigned.  Everybody understands that as a company, the Garff group expects 100% honesty and integrity.  Thank you again for your honest feedback. Bryan K[redacted]

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]

Complaint: [redacted]
I am rejecting this response because:Where is my refund? It has been three weeks already since I was promised a refund for maintenance, service plan, and extended warranty. Your dealership needs to follow through with the actions, instead of only trying to provide me with nice words to resolve the matter.
Sincerely,
Peggy

We have been in contact with Fiat over the course of the last few months concerning the customer's car and have been following the protocol given to us by Fiat to isolate the electrical issues the vehicle has been expierencing and repair them.  We have not been able to replicate the...

problem and have been working with Fiat's Star center to find a resolution. We have given the customer an upgraded model of the vehicle she purchased every time the vehicle has been in for service and continue to do so as she is in one currently. Three months ago when I became involved in issue the customer and I discussed the option and right she has to file a complaint with the state and begin the "Lemon Law" proccess. It is my understanding that hse has done that. We have been in contact with not only the technical side of Fiat but also our representatives to help expidite her claim. As of now we have yet to receive an answer from them as to when this will happen or what the next step is. We have done everything that we have been asked to do by Fiat's Star Center (technical center) to identify the problem. I feel we have been more than accomodating to the customer in giving her a vehicle to drive and offering to help in any way we can. In conversations I have had with the customer her resolution of us (Ken Garff Fiat) paying off the loan and reimbursing her for payments made is not equitable. The issues that she is having are mechanical and have been handle not only in accordance with laws and regulations set up by the state but we have, I believe gone above and beyond to assist. We will continue to work with Fiat to resolve the matter as quickly as possible and also continue to keep the customer in a loaner vehicle, at our cost, until it is resolved. I have had many conversations with the customer and regret that we have not been able to come to an understanding or agreement on the matter. I will continue to work with her to facilitate whatever the outcome may be. Please fee free to contact me if there is anything else needed. [redacted]General ManagerKen Garff Fiat[redacted]

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]

Could we get more information please?  We have several dealerships within an hour of his house and without more information or the car or the address or complete name of the dealership we can not give a proper response.

The customer, [redacted] made contact with myself, Mathew G[redacted], on Monday 6/27/2016 at 4:37 p.m., regarding an issue that happened during an oil change service being done in our service department on 6/25/2016. I was notified at that time that the technician, Joshua, reported to the...

customer that the dipstick in the Fiat 500 was broken during the oil change. I confirmed with Josh who stated the dipstick seemed to be stuck in the dipstick holder tighter than normally allowed, and thus the end of the dipstick came off when being removed. While we felt there was no negligence on the technician's part for the dipstick breaking, but more of a design flaw of the Fiat, we offered to replace the dipstick at no charge for the customer, as well as offered the customer a courtesy vehicle for transportation and a $20.00 gas voucher for their inconvenience in having to come back down to our store. The dipstick was ordered at this time.The dipstick came in on 7/6/2016, at which time I left a voicemail for the customer, at 2:23 p.m. notifying her that the part had arrived. I received a call from the customer on 7/8/2016, wanting a better resolution. [redacted] wanted a refund on the services used in the past for the inconvenience of having to come down to our store again. At which point I declined her requested resolution based upon the fact that we were obligated to repair the mechanical failure of the dipstick, a relatively simple to fix part, but that a mechanical failure of a vehicle does not obligate us to refund work done in the past, as vehicle will have mechanical issues and I felt that our offer for recompense was more than fair and much greater than the industry standard. At which point the customer requested to speak to a manager higher than myself. I printed her information for our service manager to give her a call. Our records indicate through our phone system that contact was attempted to be made the next Monday.I then received a phone call from the customer on 7/14/2016 at 9:47 a.m. upset that she had not received a call from a manager. During the course of the conversation I expressed that [redacted] was being rude and asked if I could finish speaking. At which point when the behavior continued I disconnected the phone call and provided her information to our Assistant Service Manager Chad C[redacted]. Chad spoke to [redacted] later in the afternoon, denying [redacted]'s request for recompense, stating that the resolution was not reasonable in accordance with the mechanical failure of a part that we had already offered to fix, and as we offered to provide financial and travel assistance, which we were not obligated to do. Chad Scheduled the customer for an appointment on 7/16/2016 for the replacement of the dipstick, for which the customer did not show for.

I apologize that you haven't received your $30 gift card as promised.  This is a Hyundai program that uses a 3rd party to process these claims and sometimes they don't go through for one reason or another.  In order to resolve your concern I have asked our accounting office to process...

a $30 check and mail it to your residence listed.  Please allow 7 to 10 business days to receive your check.If you have any other questions feel free to reach out to me directly, Sam J[redacted][email protected]

I called the customer, [redacted] on 7/28/2016 and left a voicemail regarding their concern, understanding that he was having difficulty getting in touch with our accessories manager. I actually spoke to the customer on 8/1/2016 and ended up resolving the issue of the refund. A check was cut...

for a full refund for what the customer was charged for tint on 8/1/16 and sent the next day in the mail drop. Everything is resolved at this point to my knowledge. If the customer requires further assistance they may contact me at ###-###-####.-Mathew G[redacted]

I would like to start by apologizing for any confusion or misunderstanding there may have been. After reviewing the documents and talking with the finance manager it appears that all of the documents were signed and reviewed at the time of purchse. I do again apologize if there was confusion as to...

what products were being purchased at the time, and we are more than happy to refund to you the products you feel were unnecassary. After talking to or accounting office it appears that the refund was filed for on Dec 8th 2014 all of the products have been cancelled as of that date and refunds have been received for all but one of the products, which we should see later this week. It is our protocol to wait until all refunds have been received (within the 4-6 week period) and then cut one check to the bank for the entire sum.  I can assure you that there was no deliberate deception on the part of my finance mananger and I apologize again for the confusion and misunderstanding.  I wish I would have been involved or made aware of this situation earlier so that it could taken care in a more timely manner. Please feel free to contact me at any time if additional concerns arise. [redacted]General ManagerKen Garff Fiat###-###-####

Complaint: [redacted]
I am rejecting this response for now because:I would like to wait and see what happens with the car and what the insurance investigators as well Subaur concludes. Once their decision is handed over, we will visit this offer again.
Sincerely,
[redacted]

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. Thank you for making things right!
Sincerely,
[redacted]

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,
Gloria O[redacted]