Ken Garff

? 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]

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? [redacted] Daytime Phone:? ###-###-#### Evening Phone:? ###-###-#### Fax:? ###-###-#### E-mail:? [redacted] ? Thanks! Becca rebecca [redacted] a [redacted] | director of sales communication | ken garff automotive group mobile ###-###-#### | [redacted] | office ###-###-#### ? ?

***, this is Mathew G [redacted] , Brand Advocacy Manager at Ken Garff West Valley DodgeI spoke with you on the phone yesterdayOnce again, I apologize for your concerns with our staff's sporadic communication with you during the repair processI have initiated a training program for the individual in order to help him serve our customers to a better capacityRegarding the disputed amount of $This issue took me quite some time to research, speaking to the technician, speaking to the Service Writer, our service manager, etcThe conclusion that we came to, is that even though the parts that you disputed paying for were parts that are not covered under manufacturer warranty, after diving deeply into the ticket, I do have the option to goodwill the repair on your spark plugs and coil as "collateral damage" from the failing of the valve cover gasketUnder circumstances, Ken Garff West Valley is not able to warranty these items, as we do not decide what we can or cannot warranty, but simply follow Chrysler's guidelines on what we are allowed to warrantyHowever, in this circumstance there is enough evidence to file this claim under "Collateral Damage" as previously mentionedTherefore I will not be refunding you $192.75, but will be refunding you the full amount of the repair: $As I mentioned yesterday I will get our accounting department to issue a check in that amount to be sent to youPlease let me know if you have further questions or concerns that were not rectified either in our phone conversation yesterday or this responseSincerely, Mathew G [redacted] Brand Advocacy ManagerKen Garff West Valley801-297-

Mrs [redacted] , I'm very sorry for the confusing way things went down! We had managers working customers at the same time on the vehicle in the store and yourself over the phone Both manager committed to sell the vehicle and for that I'm truly sorry! I will try to find another Lexus with near miles and color for you if would like? Todd S***

Complaint: [redacted] 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 [redacted] 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, [redacted]

[redacted] , 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 [redacted]

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 concludesOnce their decision is handed over, we will visit this offer again Sincerely, [redacted] ***

[redacted] came in on 8/14/with recalls to be performedSome of which were inspections and we had to then order parts [redacted] 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 will definitely get your charges reversedPlease contact either myself (Winston Bennion) or Pat Dunlavy our Service MangagerIt is our goal to provide every customer an unsurpassed experience and would like to apologize that this did not occurI look forward to hearing from youWinston B [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 warrantyYour dealership needs to follow through with the actions, instead of only trying to provide me with nice words to resolve the matter Sincerely, Peggy

This email was sent to the consumer on 6/23/at 10:11amWe are awaiting a response to help rectify the situation.? [redacted] , 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 [redacted] Service Manager Desk: Text: [email protected] ?

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 [redacted] ?

***, I just read your message and want to make sure we get everything resolvedI will make sure that all of your money is refunded ASAPIf you have any further questions please do not hesitate to shoot me an email [email protected],

Complaint: [redacted] I am rejecting this response because: I clearly stated that our warranty company covered the cost of repairShouldn'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 warrantyYet we were told no they were notThe vehicle was towed to your establishment on May 2ndIt was not running poorly at the time with a check engine light on because the vehicle was not running at allWe were never informed of metal being in the oil when the repairs were done the first timeOr the second time it was in your shopOr the third time it was repaired by themHad there been metal in the oil that should have been told to usThis vehicle in question was serviced less than days before it went into your shopThere was no metal in the oil at that timeThere also was not a large leak in the transmissionThat was looked at by a different mechanic and he found that to not be true Sincerely, [redacted]

I apologize that you haven't received your $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 $check and mail it to your residence listed Please allow to business days to receive your check.If you have any other questions feel free to reach out to me directly, Sam J***[email protected]

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 [redacted]

We have removed Mr [redacted] from internal mailings and also contacted the outside vendors Honda Downtown uses to have him removed.Alex W [redacted] reached out and spoke to Mr [redacted] 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 [redacted] 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!

The customer, [redacted] made contact with myself, Mathew G [redacted] , on Monday 6/27/at 4:p.m., regarding an issue that happened during an oil change service being done in our service department on 6/25/I was notified at that time that the technician, Joshua, reported to the customer that the dipstick in the Fiat was broken during the oil changeI 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 removedWhile 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 $gas voucher for their inconvenience in having to come back down to our storeThe 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:p.mnotifying her that the part had arrivedI 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 againAt 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 standardAt which point the customer requested to speak to a manager higher than myselfI printed her information for our service manager to give her a callOur 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/at 9:a.mupset that she had not received a call from a managerDuring the course of the conversation I expressed that [redacted] was being rude and asked if I could finish speakingAt which point when the behavior continued I disconnected the phone call and provided her information to our Assistant Service Manager Chad C***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 doChad Scheduled the customer for an appointment on 7/16/for the replacement of the dipstick, for which the customer did not show for

***,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 [redacted] (801) 257-? [email protected] Relations ManagerMercedes-Benz of Salt Lake City? ? ? ? ?

I would like to start by apologizing for any confusion or misunderstanding there may have beenAfter reviewing the documents and talking with the finance manager it appears that all of the documents were signed and reviewed at the time of purchseI 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 unnecassaryAfter talking to or accounting office it appears that the refund was filed for on Dec 8th 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 weekIt is our protocol to wait until all refunds have been received (within the 4-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 mannerPlease feel free to contact me at any time if additional concerns arise [redacted] General ManagerKen Garff Fiat###-###-####