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Ken Garff

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Ken Garff Reviews (278)

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

Mr*** reached out to us here at Mercedes-Benz of Salt Lake City in March of to secure a very exclusive vehicle which he wanted to purchase. This vehicle is a GAMG MSRP $156,345.The customer asked us to secure financing on his behalf which, after considerable effort (
for various reasons), we were able to with Mercedes-Benz Financial Services.The customer then expressed his desire to have us find a vehicle that was a better color combination than the one he had contacted us on. We worked for over two weeks to secure a vehicle for him which we did.He then contacted us to let us know his circumstances had changed in the early part of this month and he would not be able complete the purchase....at this point we had only collected a $5,deposit.We contacted the dealer we had secured the vehicle from and explained we would be unable to complete the trade because the customer had backed out. This caused a large issue between us and the dealer as they had secured a deposit on the vehicle we traded to them for The G63.approximately days after we had cancelled the deal with *** and Cancelled the dealer trade with the dealer that had the G*** wanted, *** reached out to us and explained that he wanted to do business with us and hoped we could still secure the vehicle for him.We explained this was possible only on condition he sent us the full Down Payment ahead of time as good faith and to secure the transaction and only after receiving the down payment would we transport the vehicle to our dealership. *** agreed to this and sent us the balance due to satisfy the requirements of the lender. This was $35,for a total of $40,as required by the Lender. He wired this money and we received it, confirmed it had cleared, and then completed the dealer trade and secured transportation.The cost of securing the Gfor *** was giving up a future Gat the trading dealers request. This vehicle is a total redesign for and currently extremely desirable with many dealers securing orders for the vehicle at well above the anticipated MSRP which is not uncommon for a new model in limited production.After completing the trade with the other dealer for ***'s Gand having the vehicle shipped, *** contacted us and expressed his desire to cancel the transaction.We explained to *** we would like him to complete the transaction but that if he chose not to, we would send him his deposit less than the cost of transportation, the cost of the time for the management team to secure financing, secure the vehicle, and prepare other logistics to accommodate ***. We also assess the anticipated cost of losing a Gwhich we have given to the other dealer, and at the expense of satisfying a customer order for a local customer which we have in the order bank as this vehicle must be sent to the trading dealer per our agreement with them.We have notified *** that upon receipt of a letter signed by him agreeing to surrender $11,of his down payment to offset these costs we would gladly send him the remainder of his $40,dollar down payment

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Address: 431 Pine St, Burlington, Vermont, United States, 05401-4726

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