Ken Garff

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]

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,
*** ***

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,
*** ***

Complaint: ***
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 bandageThey 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 doneSince they can't do the job right!!!!
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,
*** ***

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 do have you approved and we would love to earn your business on that vehicle or a different carIt is my understanding that you dropped the car off and said you did not want to purchase it, it that is the case that is not a problemThe only thing you would be responsible for is any miles put on
the vehicle or any damageI would be happy to meet with you in person and work something out that is fairWe have no interest in extending this or dragging this out nor do we have any plans to try to collect extra money from youYou can contact me directly JJ W*** or Mike Z*** my GSMThank you ###-###-#### direct work or ***@kengarff.com

Complaint: ***
I am rejecting this response because:It is and if they (being a multi million dollar company) will not admit their several mistakes and continuing bad service when contacted by your company, I want nothing more to do with them or their negative business practicesI guessed it would be handled poorly by them and I was correctI can say, that I will never purchase another vehicle in my life time because of the experience I had at their dealership and with other equally dishonest, disrespectful, horrible dealershipsDealerships like these are why buying a car is such a horrible experience for so many peopleThey give the entire industry a bad nameThis correspondence is no longer of a positive use to me.
Sincerely,
*** ***

At Ken Garff Nissan of Orem our goal is 100% customer satisfaction. We strive to give a truly exceptional experience to every customer every time whether they are buying a car or having their vehicle worked on in our service department. It is very apparent that we didn't
deliver this time. It appears to Miss L*** that we were trying to charge her for work that we didn't do. That is not how we do business. Our employees are trained to be honest and transparent. We have a window in the service lounge that allows customers to see into the shop. We don't have anything to hide.Both employees involved in this situation are new to the dealership. They are learning new processes and new software. I am confident that it was a misconnication on our end but is still not acceptable. I am sorry for the way this was handled and hate the fact that we are losing a great customer. We will not allow employees to work here that mislead customers, it is not in our culture. Of Course we will refund the cost of the warranty and maintenance package. We will also refund the money that she spent for her 15,mile service as she understandably believes that we didn't perform it. Please contact me with any questions or concerns. Bryan K***General Manager

*** 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

We do a used car inspecion on all of the cars we sell. The inspection is more extensive than just the safety and emission inspection required by the state. Obviously we missed a few things that could have been better on the car. All of the issues that were brought to our attention
by the customer have been repaired.Bryan K***

*** 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]

Unfortunately the lease return agreements are between Nissan and the customerWhen it comes to damages and what is owed at lease end the dealership has not say in the processHowever, the bill does seem extreme and often time we can call Nissan and help when neededI will personally give Nissan a
callWill you please call me at 801-933-to discuss the details so I can relate the information to NissanThanks so much and I will do what I can to assist. Winston

We have had numerous conversations with *** *** and have profusely apologized for her experience with our store. Her Nissan Juke is now fixed and in properly running condition at this time, however, she is still skeptical about the vehicle and would like a Subaru
WRX. We have agreed to do anything in our power to help her into a WRX while limiting her negative equity on her current Juke. We have taken appropriate steps to ensure that the issues that *** *** experienced in our store are rectified and we are always trying to improve as a store
Ryan B***, GSM

Complaint: ***
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 $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 $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,
*** ***

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]

Complaint: ***
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 follcall 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 times with no response
Sincerely,
*** ***

To whom it may concern at the Revdex.com; With regards to Complaint #***, here is what I/we have sent to Mr*** in order to help him resolve his concern.I will continue to keep you informed on what happens with this case and we should be able to resolve it quickly.Thank you for your
cooperation in this matter. Sincerley, Spencer C*** Message sent as follows: *** ***, My name is Spencer C***. I am the GSM here at Ken Garff GMC/Buick. I am emailing you to try and help with your situation. First off let me say that I have personally called you at the number you gave me, as well as attempts from one of my managers.Sorry we could not connect. In both cases we got your voicemail, left messages and never got a return call. That being said,I still want to apologize that this hasn’t been resolved for you. It is my understanding that you are frustrated with not being able toapply for pre-approval on a house until your credit is repaired due to an additional pull of your credit while we were obtaining financingfor you. I have done the research and saw that there were pulls of your credit from us then the loan was purchased by one of them.If you asked that we send it to only one Bank or C.U., I apologize, it is not our practice However, I need to say that one or two additionalpulls should not adversely affect your credit much at all. The bureaus aren’t set up that way. In any case, we still want to help you withthis. First thing that needs to happen is you submitting a complaint with the Credit Bureau and then they will contact us, through properchannels, and then we can fix it with them to get it removed. If my understanding of this situation is incorrect, please let me know so I canbetter understand and remedy the situation. If you feel you need to call me that would be great or you can reach me by email as well. My direct info is below. Again, I apologize for the inconvenience and for not responding through email after trying you by phone.I/we should have. I am copying this email to the Revdex.com so they too can see our communications. Sincerely, Spencer C***Ken Garff GMC/BuickGeneral Sales [email protected]

Complaint: ***
I am rejecting this response because:It is and if they (being a multi million dollar company) will not admit their several mistakes and continuing bad service when contacted by your company, I want nothing more to do with them or their negative business practicesI guessed it would be handled poorly by them and I was correctI can say, that I will never purchase another vehicle in my life time because of the experience I had at their dealership and with other equally dishonest, disrespectful, horrible dealershipsDealerships like these are why buying a car is such a horrible experience for so many peopleThey give the entire industry a bad nameThis correspondence is no longer of a positive use to me.
Sincerely,
*** ***

We have reviewed the chain of events with this case and here is what we have foundOn 1/18/with 143,miles, the vehicle came in running poorly, we diagnosed that the CAM and the Lifter were wornWhen 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 furtherCustomer paid $(deductible) the service contract paid $2,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/with 144,miles the customer brought the vehicle back complaining of a leakWe advised customer of a transmission leakCustomer declined the work being done and was charged a diagnostic fee of $which I would be happy to reimburse as a goodwill On 2/21/with 144,miles, customer brought the vehicle in with an engine leakWe found the valve cover leaking, we replaced the valve cover gasketCustomer Paid $ On 5/4/with 149,119, customer brought the vehicle in with a check engine light running roughly againAfter diagnosing, we informed the customer that the vehicle needed an engine, which the customer declinedIf 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 lifterCustomer paid $in diagnostic, as the repair was declinedThe 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 ValleyThe 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 customerIf 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,We are willing to reimburse the customer $as a goodwill, but the $2,was not paid by the customerIf 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 companyWe are sorry for the alleged mistreatment, and will have a discussion with the individuals involved