ComplaintsforKen Garff

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1)The dealership sold my son a vehicle that was not properly reconditioned before sale. 2) The dealership did not repair my son’s truck to satisfaction, the sunroof still leaks, the carpet has mold in it and they refuse to fix it. 3) It has been at another Ford dealership for 2 months and the dealer and corporate do not call back to get the issue handled.

  

  Business response

  08/28/2024

  We stand behind our work and would be more than happy to inspect your vehicle for any craftmanship or workmanship issues. Please understand that taking your vehicle to a competing dealership and asking us to pay for the repairs without inspecting for ourselves is something that we will not do. I would like to help, sincerely. Please allow us to inspect our work done last year as to verify your concerns. Thank you.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to work with Ken Garff Ford in *********** to solve several issues for over a year. I gave a bad review a few months ago and was contacted by someone who requested a new review of 5 stars to "let their manager know that they followed up...". He then promised that as a result he would be personally taking ownership to solve the problems. I have yet to get this resolved. This is completely unacceptable, particularly since I purchased EVERY extended warranty on my truck.

  

  Business response

  08/20/2024

  ********************* will be invited to the dealership to have pre-determined check list of items repaired at no cost to the customer.  

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In January of this year, I purchased a ***** LC from ***** of Oxnard. During the negotiations, we agreed on a price. I signed a receipt and we Shans I left a deposit on the car .I went home to get my checkbook. The understanding was at that point. I agreed to buy the car, I left the deposit, but I did not have my checkbook with me since I was paying cash. I need to go home and get it.Upon returning to the dealership, they had the car ready we went into finalize the details where they disclosed that they had removed the digital license plate from the car while I got my checkbook.I asked how they could remove parts in my car after I agreed to buy it and left money on the car as is. It appeared to be a bat and switch or some kind of finagling about the price so they said I didnt pay for it ***** the closing process they explained that some extra Be covered I said thats fine but removing the license plate physically from the car after I agreed to purchase it and left a deposit I feel is unethical. They did not disclose that they were going to do this or that it was not included before agreed to purchase.I emailed the manager, **** asking for resolution and never got a reply.I would like to digital license plate reinstalled at my car as it originally was when I agreed to purchase it

  

  Business response

  08/16/2024

  I have talked to customer and we arrange with her that we are fixing the problem or complain that she has. Thank you so much 

  Customer response

  08/20/2024

   
  Complaint: 22139773
  
  I am rejecting this response because: I appreciate the call, but until this is resolved, I am not going to accept this response until I see action. The car will be taken in next week and hopefully everything will be resolved
  
  Sincerely,
  
  *************************

  Customer response

  08/29/2024

  Thank you for your help and reaching out to *****. They called and we scheduled for the plate to be installed. Thank you so much for your support. My complete is resolved.

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used vehicle on 6/1/24 from Northwest Dodge ****************************************************************************. My temporary license plate expired and I still havent received my permanent license plates from the dealership. I called Northwest Dodge and they told me they sold the dealership and the dealership responsible for providing my permanent plates and for registering the vehicle I purchased is Texan Dodge. I had to go to the tax office and pay for *********************************************************************************************************** with my permanent plates.

  

  Business response

  08/21/2024

  We apologize for this delay in processing and have implemented several processes to get this resolved immediately.  I will be contacting you directly with the status and expected time of completion.  In the interim please forward me directly any receipts for expenses you have incurred.  Thank you 

  *********************** Regional Sales and Finance Operations Kengarff Automotive 

  **********************************

  ************

   

• Initial Complaint

  08/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Over the past year, this location must have transferred to new management. One of the worse experiences I've had. No communication from 7 service employees. Clearly no wants to work. They should not have a good rating on BBB.

  

  Business response

  08/06/2024

  Hello ****************,

  I do understand your frustration and apologize for the issues you have had with our service department and communication issues. We are extremely busy but want to take the time with all of our customers, so they feel as important as they are. I apologize for the delay in replacing the tire as we had 2 hurdles to overcome that day. First and the most time consuming is calling the extended warranty company to get approval to replace your tire. If we replace the tire and call after the warranty company will decline any type of assistance. Secondly, we were processing quite a few vehicles that had appointments and as soon as we had approval for the tire it was out into the que with you having an appointment to get completed. I know it 4 hours is a lot especially since you were waiting here. We are always trying to improve our service and speed up our service too. We do appreciate your business and hope to continue to earn your business. I am busy at times or in a meeting but still would love to have a conversation about your service needs.

  Thank you,

  *********************************

  Service Manager

  Ken Garff VW.

  ************

   

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2019 ********** Altas had an oil change from this dealer. Vehicle started leaking oil on our new driveway afterwards. Called to get vehicle in to have issue resolved and they said they were booked until next week. Dealer needs to fix problem and be for removing oil stain from driveway.

  

  Business response

  08/06/2024

  Hello *******,

  I do apologize for having to return to our facility to fix an oil leak that we created. I will not come up with an excuse other than we made a mistake. I would be more than happy to refund your last service or if you will allow, I would love the opportunity to earn your business back. What I mean by that is I would like to offer what's called an advantage care maintenance plan that would pay for your next 3 oil changes, tire rotations and inspections at no charge. What I am hoping to do is earn your trust back and perform the type of service that we do on a daily basis. This type of error is not something that happens often and is not taken lightly. We have processes in place to avoid this type of mistake. We do appreciate your business, and I look forward to your response and opportunity to earn your business back. Thank you for your time.

  *********************************

  Service Manager

  Ken Garff VW

  ************

  Customer response

  08/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7-17-24 I took my 2011 Kia **** in to this dealership for 2 recall issues. I was told it would take about 3 hours (turned into 7 1/2 hours). I was told they would include an all points inspection. I was told that was done and everything was fine. So I assumed it was done and everything was fine. On Tuesday, July 20th I was en route to a doctor's office when my car overheated. I was able to get home and had a mechanic check it. The radiator was extremely low. I told him about my experience with *** and that they said everything was fine. He then checked the oil. It was low. When I called *** and asked how they could say they did their inspection and say everything was fine when it wasn't, they then said they only do a visual inspection. They should have said that up front. In the Arizona heat, getting stranded is very dangerous. I trusted my car was safe and it wasn't.

  

  Business response

  08/12/2024

  To Whom It May Concern,
  I'm truly sorry to hear about Mrs. ******* experience at our dealership, and the time it took for the recalls to be performed.  Rest assured, we do a complete multi-point inspection to make sure everything is okay and recommend everything the vehicle needs. It's important to recognize that a 13 year old vehicle with over 100k miles is bound to have things break or go bad over time. These are things that are out of my control ,but I will do my best to help ***** out and make things right. 
  Respectfully,
  *****************************
  Service Director 

  Customer response

  08/12/2024

   
  Complaint: 22077573
  
  I am rejecting this response because:

  They did not acknowledge their failure to do what they said they would.  They said they would do an all points inspection.  They did not say that EXCLUDED fluid levels.  From everything I have read, an all points inspections INCLUDES oil, water, brake fluid etc. levels.  I feel they misrepresented their services.  Otherwise known as "lied".  I don't trust them and never will.

  
  Sincerely,
  
  ***********************

  

  Business response

  08/23/2024

  To whom it may concern,

  I spoke with *********************** about the situation, And I have offered her a free oil change and multi point inspection her next visit.

  Thank you,

  *****************************

  Service Director 

  ************

  Customer response

  08/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing a formal complaint against Lexus of Oxnard, a Ken Garff dealership, due to their misleading sales tactics and inadequate customer service. My experience has been deeply disappointing, primarily due to their handling of a dealer add-on called Plad Tech, which was not properly explained to me at the time of purchase and has since raised significant privacy concerns.On July 6, 2024, I purchased a vehicle from Lexus of Oxnard. During the purchase process, I was presented with an option for a dealer add-on called Plad Tech. Unfortunately, the salesperson did not provide sufficient information about this product, including its implications or alternatives such as the ****** app. As a result, I later discovered that Plad Tech includes redundant features and invasive policies that I would not have chosen if properly informed.Efforts to address this issue with ***** of Oxnard have been extremely frustrating. Despite multiple attempts to contact the dealership in person, via email, and by phone, I received no formal response from General Manager, despite his repeated assurances of direct contact. Eventually, a finance manager called me, but after a 25-minute exasperating call explaining the issue I never received a promised callback from them or any written resolution or refund.The lack of communication and accountability from Lexus of Oxnard is unacceptable. Consumers deserve transparency in product offerings and responsive customer service. The dealerships failure to adequately explain Plad Tech and their disregard for my attempts to resolve this matter with management violate fair business practices.I request that the Better Business Bureau investigate this issue promptly. I seek a full refund of $895 plus applicable sales tax and the removal of the Plad Tech product.Thank you for your attention to this matter. I hope for a fair and swift resolution.

  

  Business response

  07/31/2024

  We have tried to resolve this with the client, its been ongoing as there is no resolution due to the customers demand. He purchased PladTech and doesnt like the information aspect of it sharing. He wants a refund. PladTech the company, Ken Garff Automotive and Lexus of Oxnard policies are no refunds on PladTech. 

  Customer response

  08/01/2024

   
  Complaint: 22068016
  
  I am rejecting this response because: The sales and finance team at Lexus of Oxnard had a responsibility to clearly explain what exactly PladTech is and why it was a mandatory pre-purchased add on by the dealer. In addition, the sales and finance team were deceptive at the time of purchase about the privacy policy as well as the redundancies of PladTech with the provided ****** app, which renders most, if not all, of PladTech's features completely worthless. Therefore, I do not feel it is unwarranted to ask for a refund and removal of PladTech from my vehicle and I believe Lexus of Oxnard and the Ken Garff corporation are being unreasonable and not living up to their mantra of "customers first". 

  Sincerely,
  
  ***************************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Took in our 2013 ************** on 7/25/24 due to grinding noise from rear wheels/axels. Was told it was bearings and would cost $1080. Picked up the van on 7/26/24 and it was $1,970.77. $740 was for video inspections and labor which was never disclosed to me. I was expecting $1080+tax, not over $1,970. Very misleading and dishonest to deal with and will never do so again.

  

  Business response

  07/30/2024

  Called and spoke to customer, we made a mistake on our billing side and charged the $740.00 Labor on the Inspection line instead of the repair line.  He was thinking the entire repair should have been $1080.00 plus tax.  

  I explained what had happened on our billing and agreed to reimburse him back the $740.00 that he thought he was overcharged. ******** stated it was very confusing because he had multiple other repair issues that need performed but he opted only to replace the wheel bearing. I agreed to refund the labor as a goodwill gesture.  Check for $740.00 has already been mailed as of 7/30/24.

  Customer response

  08/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought two cars from Big ************* both are 2024. During the signing, I specifically mentioned that I don't need any extended warranty or added repair packages. However, talking to the bank I realized they added a total of 3500 for both cars without my knowledge. After three months, I received a check which they dedicated 1000 dollars from the first car. I am a retired engineer and I won't let them to steal my money. I have all the time in my disposal.

  

  Business response

  07/23/2024

  I apologize for any inconvenience this has caused.  I will get you a refund ASAP. But before I process anything I just want to make sure we go over what you have below is the details for each car purchase

   

  24" Tucson Vin# ******  Your product consists of a maintenance agreement as well as a Gap policy to protect you in a total loss  each policy is $1000.00    cancel both of these ??  

   

  24" Tucson Vin# ****** Your product consists of a  maintenance agreement with a premium of $1500.00   cancel this policy?

   

  listed above is all the products added to the loan  please let us know what you want refunded 

   

   

  Customer response

  07/23/2024

   
  Complaint: 22027958
  
  I am rejecting this response because:

  As I said before, they added these extra packages even though I specifically mentioned to financial officers I do not need any of these packages. I did not added them therefore cancelation means I purchased these packages. It should have not been there from the beginning. They should be wiped out and be refunded to me the total amount, thanks.

  
  Sincerely,
  
  ************************;

  

  Business response

  08/05/2024

   24" Tucson Vin# ******  Your product consists of a maintenance agreement as well as a Gap policy to protect you in a total loss  each policy is $1000.00   
  24" Tucson Vin# ****** Your product consists of a  maintenance agreement with a premium of $1500.00   

   

  these are 100% of the product added to your car deals.   Please advise if you would like this refunded 

  Customer response

  08/05/2024

   
  Complaint: 22027958
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************************

  Yes. I like to be refund and cancel both.

  

  Business response

  08/07/2024

  ok we will have a finance manager reach out to you to get the signed cancelation forms we will need to process this transaction.  Again I apologize for any inconvenience this may have caused but we will get this done ASAP

  Customer response

  08/15/2024

   
  Complaint: 22027958
  
  I am rejecting this response because:AS I mentioned before, the Big ************ added 3500 dollars to the invoice without my consent for the two cars i bought. However, they agreed to refund me the total amount, but I only received 1924 dollars. They should refund me 1576 remainder.
  Sincerely,
  
  *************************************

  

  Business response

  08/15/2024

  the refund given was the total of all product cancelation that was added sir.  If you would like to come in I can show you on your contract and paperwork the entire breakdown.  Hope this clears things up 

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