My significant other Phillip S and I bought a car from this dealership on 7/17/2023. The salesman, Josh, was great and after going back and forth over the phone for a while, we agreed on a cash price for the White 2022 Honda Civic Hatchback we were interested in. We completed the negotiations over the phone due to the distance from the dealership and wanted to make sure before making that long drive, we were not wasting each other’s time. When we went into test drive the car to ensure everything was good before officially purchasing the car, the manager then retracted on all the “dealer guarantees” that were supposed to come with the car. Per the manager, he had to do this because Josh, the salesman, supposedly did not get prior approval from him on the sale price - which I highly doubt was the case. The biggest disappointment and why we will NEVER buy a car from the Ken Garff dealership again is because they don't stand behind what they advertise. This is pasted from their website:
"We understand how hard it can be to find a pre-owned vehicle you can trust. That’s why we created Ken Garff Certified Pre-Owned. Every Ken Garff Certified Pre-Owned vehicle receives a 118-point inspection so you can buy with confidence. Plus, these special perks are included with the purchase of every Ken Garff Certified Pre-Owned vehicle: 3 months / 3,000 mile comprehensive limited warranty with a $0 deductible, including bonus coverage for defective tires, batteries, brakes and bulbs. Complementary vehicle history report. Powertrain extending additives including engine deposit cleaning additive, transmission condition additive, fuel system cleaner, cooling-system treatment, arctic blast A/C treatment, and power steering fluid conditioner. Second key and remote. Free home delivery program. No hassle return/exchange for 5 days or 500 miles."
However, when we got to signing the paperwork, the sales manager said they would not be able to honor any of these advertised guarantees because we were already getting a good deal for the car. This is VERY POOR customer service and shows that they don’t stand behind their dealership "standards". The car only has 1 key so now we will have to spend $150-$200 to get another key and have it programmed; they did not offer the free home delivery, so we had to make another 80 mile trip 2 days later to pick up the car after a mediocre "detail job”; there was less than a quarter tank of gas in the car; and they told us there would be no additional warranty or hassle free return-exchange.
We love the car we bought but were not impressed with the purchase experience, lack of management customer service, and retraction of advertised benefits when they had us at the signing table. We paid cash for this car and it’s sad that they would rather give a poor customer experience and lose any future sales than stand behind their Used Car Dealer Guarantee. If the dealership would like to contact us to make things right, we will update our review, but for now, this is a lost future customer.
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"We understand how hard it can be to find a pre-owned vehicle you can trust. That’s why we created Ken Garff Certified Pre-Owned. Every Ken Garff Certified Pre-Owned vehicle receives a 118-point inspection so you can buy with confidence. Plus, these special perks are included with the purchase of every Ken Garff Certified Pre-Owned vehicle: 3 months / 3,000 mile comprehensive limited warranty with a $0 deductible, including bonus coverage for defective tires, batteries, brakes and bulbs. Complementary vehicle history report. Powertrain extending additives including engine deposit cleaning additive, transmission condition additive, fuel system cleaner, cooling-system treatment, arctic blast A/C treatment, and power steering fluid conditioner. Second key and remote. Free home delivery program. No hassle return/exchange for 5 days or 500 miles."
However, when we got to signing the paperwork, the sales manager said they would not be able to honor any of these advertised guarantees because we were already getting a good deal for the car. This is VERY POOR customer service and shows that they don’t stand behind their dealership "standards". The car only has 1 key so now we will have to spend $150-$200 to get another key and have it programmed; they did not offer the free home delivery, so we had to make another 80 mile trip 2 days later to pick up the car after a mediocre "detail job”; there was less than a quarter tank of gas in the car; and they told us there would be no additional warranty or hassle free return-exchange.
We love the car we bought but were not impressed with the purchase experience, lack of management customer service, and retraction of advertised benefits when they had us at the signing table. We paid cash for this car and it’s sad that they would rather give a poor customer experience and lose any future sales than stand behind their Used Car Dealer Guarantee. If the dealership would like to contact us to make things right, we will update our review, but for now, this is a lost future customer.