Ken Garff

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 them. Had 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]

Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: ***@kengarff.com Ken Garff West Valley sold Mr [redacted] a Black Ram on December 2, It was the night of our annual Christmas Party and our store closed early to accommodate 200+ employees being able to attend and we were a bit rushedAfter the sale there were concerns with VTR (a finance product) on his contractIt was agreed to credit him the full amount towards fender flares (which is something I understand he wanted) to make him wholeHe did that and received full credit, making him whole on that concern Mr [redacted] visited our store very upset because he was not offered the Military rebate and was told that he did not qualifyIt is factory to customer cash that we truly want our customer to receive, but we apparently hadn't looked deeply enough and failed to catch itI met with Mr [redacted] personally and agreed that if he would bring in the necessary documentation that we would certainly honor the rebate as it comes from ChryslerIn attempt to correct this immediately and not have him wait, we wrote and gave him a dealership check that day for the proper amount Also, he found that there were scratches on his truck and our team agreed to have him bring his truck back and have them repairedThere were attempts to repair the scratchesThe 1st was with [redacted] , a touch up service that is contracted to do work on our lotMr [redacted] indicated he wasn't satisfied with the outcome, so we sent him to the body shop at [redacted] (right across the street from us), where they buffed and repaired the scratchesIt would be important to interject here, that the manager of the [redacted] (***) visited me to explain that he gave Mr [redacted] an estimate to repaint the entire truck but told him he would not paint the truck and that repainting it would make it look worse [redacted] stated that he believes the scratches have been taken care of [redacted] also shared with me that he spoke to someone that does estimates for the [redacted] (also engaged by Mr [redacted] ) that called him and they both agreed on that Mr [redacted] was still not satisfied with the level of repairAs general manager, I offered to try my best to find another truck like his to do an exchange of trucks even though he had already driven his new truck for 1,milesI offered a 100% refund on his purchase and return his traded vehicle back to himAs a part of that, we agreed to eat the $cost of reconditioning we had performed on his trade in and to simply rescind the deal and make each party whole as they were before the deal startedOr, in an effort to keep him in a new truck, I reviewed different invoices with him of black (his color) trucks available within a 1,mile search and unfortunately, none of the trucks were an exact match to the one he purchasedFor example, some had different seating up front (Captain Chairs vsbench seat) and one did not have the factory installed "5th wheel prep group" and he wouldn't accept us installing a 5th wheel set up here at the storeWe simply couldn't find a truck to satisfy himAfter reviewing the options I agreed to contact our factory rep and make sure that I was not missing anything in finding a solution to swap trucks and attempt to make him happyWe could not find a like truck even with our factory representative's helpMr [redacted] flatly refused to "unwind" the purchase and simply would not believe that we could not locate an exact match and felt we were jerking him around, which was absolutely not our intent! We truly wanted to satisfy our customer He contacted our corporate office and we all put our heads together to seek a solutionIn a few days (Friday, December 19th to be precise) we reached an amiable agreement that compensated him for what he felt we had done wrong and that put an end to the matterMr [redacted] informed us he was satisfied with the solution

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]

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

This is an unfortunate situationWe submitted an FMC to Ford on his behalf trying to get Ford to cover or help with the needed repairs(Case# [redacted] ) I have attached the decision that was sent back to us from Ford for our request to help Mr***Unfortunately they denied any assistance with his repair (see attached decision papers)We offered to help him with a discount on the repairs and he told us that he was not interested in thatHe also stated he was not offered a service contract at the time he purchased the vehicleWe offer this to all customers and I have attached the copy of his forfeited options that was signed by him at the time of purchaseWe would like to help resolve this issue with him but at this point can only offer a discount on the repairs, as he purchased the vehicle over a year ago and was offered a service contract but declined thatMr [redacted] was upset with Ford Motor Company’s decision not to help him and stated he would be posting negative reviews on social media and would be traveling to every Ford dealer until he got someone to cover this repairAt this time we feel like we have been more then accommodating and have done all that we canIf he feels there is a better resolution please let us know

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is OkayHowever, please note that when asked to return my car for a detail after my car had not been cleaned after the repairs the still managed to not touch my back seat for a detailKen Garff offered me a detail again but at this point, there are only so many drives just for another mistakeRyan has kept in contact to let me know him and Winston are trying to resolve my resolution, though the promise has not come through yet, I'm hopeful when the opportunity presents its self they will make it right Sincerely, [redacted]

Complaint: ***
I am rejecting
this response because:It appears that Ken Garff listens to you is true until you sign the contract after that it is ignore or refuse to do what they promised l told them exactly why l was looking for an additional $the difference between what my car was under contract for and the replacement value of a comparable vehicle of course l know they aren't going to pay it as they wouldn't even keep their written promises l told them l had been talking to a lawyer to weigh my options also I said l wasn't sure if it was worth my time because they wasted enough of my time and moneyIn their showroom it says their number one promise is to value a customer's timeI wasted an entire Saturday driving the HHR around to get diagnosed for them to find out they didn't even check all the brakes. Even with the diagnosis they still didn't fix the brakesWill l get reimbursed for my time or mileage of course notAnother broken promiseAnd they called be with the brakes were to expensive to fix so we sold it to someone else for more money because they had it financed through the bank
Sincerely,
*** ***

*** and Ken Garff West Valley agreed that *** would purchase an engine and that we would go to Tooele and bring the vehicle back to Ken Garff West Valley for the engine swap.We agreed that *** would supply the engine and additional parts if necessary.We quoted him $to R & R the
engine and that we would pay half of the labor as a Good Will gesture.It is schedule to go into the shop tomorrow for the replacement due to our overbooked shop appointments in the system.We did not discuss any time line for completion and respectfully decline to compensate *** for any other items or repairs.We feel that we went above and beyond our responsibility in that we went to Tooele and towed the vehicle to our shop for no charge.We will still honor our commitment to replace the engine at half of the labor cost of $which will be $and *** to remit the balance upon completion of the engine.Thank youTerry B***Assistant General [email protected]

After miles driven, and you visit a different shop in between, there is no proof that this problem existed when you left our storeThe carfax outlines an inspection at the other shopHow do you know they didn't touch the lug nuts? Bottom line is, it is unlikely that the vehicle drives that many miles, visits another shop, and we are totally at faultThere is no way to prove thisAs a gesture of good faith, we are willing to split the $expense and send you $This is the fairest we can be knowing the FACTS

Complaint: ***
I am rejecting this response because:The scheduled appointment on 7/was kept, and dipstick was installed, taking additional time out of my dayHorrible business practices.
Sincerely,
*** ***

I spoke with *** on March 24th at 10:amI agreed to refund him $as goodwill measureWe both agreed that was fairHe has my contact information if he needs anything in the future - ** ***
General Manager
Ken Garff Honda Orem

Mr*** came into the dealership for the first time and needed an oil change. After the oil change, Henry Day Ford received multiple negative reviews on different review sites from Mr***. As you know, we respect and value all of our guests. As a result of the negative
reviews; senior managers from Henry Day Ford called, emailed and texted Mr***. Henry Day Ford would like to correspond with Mr***, as this situation is a simple misunderstanding; but have heard nothing back for the last several days. Mr*** has a hybrid car which has different maintenance requirements when compared to a car with a conventional gasoline engine. For example, Mr***'s car takes a more expensive 0Wfull synthetic oil vsa traditional car which may take 5Wsynthetic blend oil. This situation can be quickly resolved. So please ask Mr*** to contact me at Henry Day Ford. Thank you,Trent B***

Complaint: ***
I am rejecting this response because:
I was never offered a discount on repairs and I have a witness that no concessions were offered Also I looked through my paperwork from when I bought the truck and I never was offered an extended warranty because the bank capped the amount of the truck making it impossible for them to offer me an extended warranty
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

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 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***

***, I apologize! The last I heard was we delivered you your car after your surgery and you were happyOur goal is to create lifetime customers! We did not live up to our goal and for that I'm very sorry! I hope you will consider giving us another chance to show you we can do much
better! *** is getting a check for you for $*** for stereo and dinner(Mailing it out tomorrow.) An apology letter is being written on letter head by the sales person and *** right now! ***

Complaint: ***
I am rejecting this response because: Ken Garff Honda's service department was the last to touch the lug nuts on that wheel. In years of driving, I have never had lug nuts just come loose on their own. Also, I haven't heard from Brian K*** since the first day I called him. He called me that day to request a copy of the Eagle Lube invoice. I emailed it and he acknowledged receipt of it. That was the last I heard from him
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and, trusting they will follow through as outlined in their response, find that this resolution is satisfactory to me
Sincerely,
*** ***