Ken Garff

Regarding Complaint #*** To whom it may concern: After reading Mr***’s last response, we will not call him to try and rectify any further. We will just wait until he submits the form, we sent him, to the credit bureau to see what happens and then we’ll see what we can do after that. Spencer C***General Sales ManagerKen Garff Buick/[email protected]

We have had the customer's Dodge Dart times, starting on 6/8/and continuing until 9/8/for the last date of repairThe repair on 6/8/was a Module replacement and a software flash for the PCMA rental car was provided and paid for by Chrysler under warranty for the duration of this
repairThe bill was covered under manufacture warranty.The repair on 7/18/was for a "Service Transmission" warning light for the vehicleThis test found that there was a loose connector at transmission solenoid KThe connector was reattached, the transmission was reprogramed, a relearn was performed, and a road test was done to verify repairThe customer was charged $for this service, as a physical defect or in this case a loose connector is not covered under warranty via Chrysler guidelines.The repair on 8/11/was Recall Nwhich required a flash to the PCM as well, also covered under warrantyThe repair on 8/31/the customer stated battery had been replaced days prior to the vehicle being brought into the shopAll indicator warning lights were on (indicator warning light, check engine light, gas delivery light) and were on ONLY when in shift modeBattery had been discharging, had trouble starting, test code P1Cwas stored, also had battery codes stored for low power in TIPMPerformed LOA test for gear shift position circuit Tested for power ground and found all power normalSuspected that the concern was due to low battery voltage before the battery was replacedAll codes were storedCleared the codes then tested transmission position switch and found all working properlyThe vehicle was road tested and verified transmission operationCustomer paid $124.62.The repair on 9/8/the customer's vehicle went into limp modeThe vehicle was towed in and we paid for the towWas road tested separate times to reproduce the concernTested TCM connector, tested circuits F893, T42, Fand TAll circuits operating normallyTRS 1/was found to be at faultWe removed and replaced the valve body assembly at our own cost, of over $in order to help the customer out with the time they had spent in our store without the issue being fully rectifiedThe vehicle was road tested for miles after the repairA rental was provided to the customer and they were not chargedRegarding trading in the vehicle, did work with the customer in September and worked a very aggressive car deal to help the customer with their issueHowever, it was not financially acceptable for the customerThe mechanical issues were not taken into account and the travalue that was given was the same as if the customer had not had these issuesThe customer's powertrain warranty is still in effect and will be until 100K miles or until months from the date of purchaseUnfortunately, "Lemon Law" is not facilitated at the dealership levelIn accordance with Federal Mandate and Lemon Law case is handled directly through the manufacture, Chrysler in this caseWe are happy to help the customer out as much financially as we feasibly canHowever, a repurchase is not something that would happen at our store, nor any retail store in the nation, and would have to be processed directly with Chrysler

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
The offer Terry referred to, was offered todayThey never contacted me prior to today!! He said they would fix it if I paid for the $part and coolantI agreedI just want this mess over
Sincerely,
*** ***

The picture provided to us for these contracts, which was attached by the customer, not only had no identifying information, such as a Vin number, but it also did not match the signed physical copies we have, nor what the bank has on file for the loan they facilitatedThe customer did NOT buy an Advantage Care product at the time of their purchaseIt is not our policy to refund an item that was not purchasedHowever, in the spirit of getting this case closed, we have refunded an additional $to the customerBringing the refunded amount total to $

To whom this concerns, I'm the general manager at Ken "Garff" Hyundai Southtowne and have spoken on the phone with Mr*** last week, I advised him that I would look at the deal and review with those involved the details of this specific deal and have
done so, after purchasing(2-7-2017) the vehicle Mr*** had some concerns regarding the suspension on the Navigator and returned to the store(2-10-2017) and we inspected the vehicle and replace all tie rods and ball joints on the Navigator, we also replaced brake pads and did a wheel alignment on the navigator at no cost the Mr***. We have tried to work through the issues on the 152k mile Navigator with him, but it wont ever be like a new vehicle. I am not aware of any additional moneys he has spent at other dealerships. Please feel free to contact me as I'm at the store and have the recorded phone calls between Mr*** and my sales advisor and the managers that were here during the purchase of the vehicle. Thank you Mike T*** GM 801-912-

Sorry to hear of your experience when purchasing a vehicle from Ken Garff NissanOften times when financing a vehicle the bank gives the dealer certain parameters in order to approve the dealSuch things include proof of income, proof of residency, references, etcWithout these items, the bank
will not lend the moneyI understand you did not want to provide these items to give to the lenderYour down payment has been refunded in fullAgain, we are sorry for the situation you were put in and would love to discuss in detail if you have the time. Thanks, Winston B***General Manager

***, 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],

I am sorry to hear that you are having issues with your vehicle. After researching the situation is sounds like our West Valley store installed new brakes, updated the PCM, flushed the transmission and offered to have the spark plugs replaced at the selling dealership. All was paid for
except for the brakes which has issues because a nail had became lodged into the caliper. I was told that the CAM at West Valley has now handled this with you. If not, please reach out to him at ###-###-####

Complaint: ***
I am rejecting this response because:This is not the true storyI would like to make a correctionThe technician/mechanic that fixed our car was honest in his dealings and confirmed that the air filter was super dirty and looked like it had not been changed based on the evidenceThe dishonesty came from the service desk guy trying to cover up the entire storyHe told us lies and his manager followed suit with and even more continuous string of lies with absolute dishonesty The SERVICE MANAGER told me that the problem was a "miscommunication" and that they "did everything right"When I asked him further questions for confirmation, he was absolutely adamant that "everything had been done right" and was very disrespectful and had a negative attitude towards me. The primary issue came from the manager. It was obvious that he encouraged the practice of covering up to the individuals such as the service guy under his leadership. I feel that it is very important to emphasize this before closing the case as the work of the technician/mechanic fixing the car and his straightforward, honest and candid dealings with us should be praised and not punishedRather than blaming the situation on the technician/mechanic employee who was honest and sincere and did not do anything wrong, the management and the manager of the service should primarily be the ones investigated by your dealership to find the root of the problem.Thank you for making the resolutions that you have made as a dealership to try to make this right with usWhile we felt traumatized by what had happened with the oil change experience at your dealership, we greatly appreciate the efforts that your dealership has taken to resolve this issueI will accept your response and close the complaint as soon as I get the full refund and you confirm that your dealership has fully understood and accepted this clarification
Sincerely,
Peggy L***

Perfect, I look forward to our meeting I will wait to hear from you

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,
*** ***

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,
*** ***

I again apologize for the way that you feel you were treatedYou perception becomes reality and we definitely don't want any of our customers to feel they were mistreated in any wayI am truly sorry for the situation and the taste it has left for our store and would love to have the opportunity to do what I can to make it rightAs of Wednesday the 14th of January we had yet to receive the full refund from the various warranty and coverage companiesI authorized our office to make a check out to your bank and that we would wait for the full refundI assume they have the money now and it may or may not be reflective on your accountI am more than willing to send you a copy of the check for your records if you would likePlease contact me via email and I will send it to youPlease fell free to reach out to me with any other questions or concernsI am sorry again for your experience.*** ** ***General Manager Ken Garff Fiat###-###-####***@kengarff.com

Mrs***, 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***

***,
Thank you for using the Revdex.comWe take customer service very seriously and appreciate the platform the Revdex.com provides to communicate and resolve issues like this one and are committed to maintaining our A+ Rating by resolving complaints to our customers satisfaction
We have reviewed this complaint along with all of the correspondence that we had after the saleI can totally understand where you are coming fromEspecially since you are having to travel such a long distance to resolve issues with your vehicle I want to accomplish two things in the next couple of days
I want to make sure that you are 100% satisfied with your Durango
I want to make sure that we have done everything that we can to reconcile our relationship with you
We have obviously not done a great job in meeting your expectationsI wish I could tell you that we are perfect but as you know we are notBut, when issues like this come up we take them very seriouslyWe are going over every step of our process on this end to assure this experience won't show up for another customerWe appreciate you communicating the problem with us so we have this opportunity to review our processI did leave you a message today and I think one of our sales managers called you as wellWe will follow up with you again on Monday to make sure you received our messages and speak more to the items above
I sent a Chevron gas card for $*** to you this afternoon to reimburse you for your travel fuel
I am in the office from 8:to 5:so I probably wont be able to talk to you again todayIll try to reach you again on Monday
Matt G***
Customer Advocacy Manager
Ken Garff West Valley Chrysler Jeep Dodge
###-###-####

First and foremost our customer, is our guest, here at Henry Day Ford We treat them as suchTheir comfort and safety is a top priority That is why I as the General Manager inspected the vehicle on 6/27/ In addition, I reviewed the service history The service history
revealed that the vehicle was driven miles prior to the accident occurring (See the attached repair orders) The torque spec for the truck is foot pounds, the tech torqued the wheel to that spec On top of that we have a "buddy system" that double checks the work of others So the possibility of over or under torquing a wheel is prevented The customers' insurance agent from USAA told our service adviser, Shawndale, that due to the number of variables; the cause of the sheared wheel would never be able to be determined He confirmed that it was an insurance matter I agree with that position The customer has since towed his vehicle from the dealership However, I reached out to Mr*** via email as a goodwill gesture and asked if we could inspect the truck We would go to where the vehicle is located and take some measurements Should we find an error in workmanship, then we will be accountable If we see no error, Henry Day Ford would still be receptive to helping the guest At this time we will wait for Mr*** to respond to my email I will update the Revdex.com with any new information

We understand your frustration and would be more than happy to correct it for you, if only we can duplicate itWe had the vehicle here for three days, test drove it numerous times by one of our best master technicians, and the problem you describe was never duplicated or experienced
Honda will not allow us to buy parts or labor if we cannot verify the problemWe called our national Tech line to see if other pilots had been experiencing this so that it could perhaps point us in the right direction on how to duplicate it, and were informed that they have not had similar complaintsWe would also be more than willing to have our technicians ride with you so that you can point out the problem to themIts not at all that we don't believe you, but at the dealership level our hands are tied to these rules of problem verificationAt the the end of your compliant, your issue is directed at Honda Corporation, and we are a separate entityDealerships and factories are mutually exclusive when it comes to fabrication, design, and disposition of the Honda productWe, at the dealership level, cannot change the safety design or warranty claim process that Honda Corporation has in placeI suggest you make this complaint to Honda corporation, not a Honda dealership where your complaint can be directed toward those that can influence the safety design and/or warranty claim process surrounding the concern you have.

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# ***) 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*** 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:
5/13/I filed a complaint against Ken Garff of downtown salt lakeThe general manager has agreed to let me exchange the car for a different year Honda with no stale cigarette smoke or black mold, also I e more commensurate with the price I paidRegards, *** ***

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. Please clarify whether this payment will be made to Volvo or directly to me
Sincerely,
*** ***