Ken Garff Hyundai Downtown

Ken Garff Hyundai Downtown responded

We normally don't respond to negative reviews in a public forum but due to the threats that Brian Miller has made against Ken Garff Hyundai, I feel that it is important that we tell our side of the story. Brian Miller purchased a used Audi A4 from us back in November 2011. He brought it back a few days later yelling, screaming and dropping F-bombs on us. He called us criminals since we didn't replace the timing belt before he purchased the car. The vehicle had 69,000 miles on it and Audi doesn't recommend a timing belt replacement until 75,000 miles. That is why the timing belt wasn't changed. We informed him that we would replace the timing belt at a discounted cost when he was ready. Unfortunately the timing was never replaced and at 76,000 the timing belt broke. The Audi was towed to our dealership (at our cost) and we diagnosed the problem. Because the timing belt broke there was extensive damage to the top end of the engine. The total repairs came to $3700. Brian threatened to leave negative reviews all over the internet if we didn't fix the vehicle for free. We settled on us paying for $2200 and Brian paying $1500 for the repairs with the understanding that he wouldn't leave negative reviews on the internet. Brian was to pay for $500 at pickup and then make payments until the balance was paid in full. When the repairs were complete he told us that he wasn't going to pay us the $500 and that if we made him pay the $500 he would leave even more negative reviews on the internet. After much discussion he did pay $500 then proceeded to leave negative reviews on Google, Yelp, DealerRater and other websites. A couple weeks later he returned to the dealership to have us diagnose his car again. He claimed that the car was losing power and that it smelled of antifreeze. At this point we told Brian that we would only continue to work on his vehicle if he removed the negative reviews and refrained from posting more negative comments about our dealership and its personnel. We also agreed that we would waive the additional $1000 that he still owes us. He refused that agreement so we made a decision to no longer work on his Audi. We are all human and we are the first to admit that we do make mistakes. Not one of our employees is perfect. We do try to take care of customers as they are the life blood of any business. We do have the highest customer satisfaction score of any Hyundai dealer in our district (Utah and Idaho) and rank in the top 10% of Hyundai Dealers nationwide. So although we aren't perfect, we do a pretty good job most of the time.

Ken Garff Hyundai Downtown responded

We normally don't respond to negative reviews in a public forum but due to the threats that Brian Miller has made against Ken Garff Hyundai, I feel that it is important that we tell our side of the story. Brian Miller purchased a used Audi A4 from us back in November 2011. He brought it back a few days later yelling, screaming and dropping F-bombs on us. He called us criminals since we didn't replace the timing belt before he purchased the car. The vehicle had 69,000 miles on it and Audi doesn't recommend a timing belt replacement until 75,000 miles. That is why the timing belt wasn't changed. We informed him that we would replace the timing belt at a discounted cost when he was ready. Unfortunately the timing was never replaced and at 76,000 the timing belt broke. The Audi was towed to our dealership (at our cost) and we diagnosed the problem. Because the timing belt broke there was extensive damage to the top end of the engine. The total repairs came to $3700. Brian threatened to leave negative reviews all over the internet if we didn't fix the vehicle for free. We settled on us paying for $2200 and Brian paying $1500 for the repairs with the understanding that he wouldn't leave negative reviews on the internet. Brian was to pay for $500 at pickup and then make payments until the balance was paid in full. When the repairs were complete he told us that he wasn't going to pay us the $500 and that if we made him pay the $500 he would leave even more negative reviews on the internet. After much discussion he did pay $500 then proceeded to leave negative reviews on Google, Yelp, DealerRater and other websites. A couple weeks later he returned to the dealership to have us diagnose his car again. He claimed that the car was losing power and that it smelled of antifreeze. At this point we told Brian that we would only continue to work on his vehicle if he removed the negative reviews and refrained from posting more negative comments about our dealership and its personnel. We also agreed that we would waive the additional $1000 that he still owes us. He refused that agreement so we made a decision to no longer work on his Audi. We are all human and we are the first to admit that we do make mistakes. Not one of our employees is perfect. We do try to take care of customers as they are the life blood of any business. We do have the highest customer satisfaction score of any Hyundai dealer in our district (Utah and Idaho) and rank in the top 10% of Hyundai Dealers nationwide. So although we aren't perfect, we do a pretty good job most of the time.