My experience with the salesperson at this dealership was great, and I ended up purchasing a 2016…read moreChevrolet Suburban from them. Unfortunately, due to my work schedule, I wasn't able to fully inspect the vehicle myself before taking it home, so l trusted the service technicians to thoroughly inspect it as stated on the inspection sheet.
However, the same day I brought the vehicle home, I noticed the brakes were creaking very badly--almost like a seized caliper.
This is a serious safety concern, and I do not feel safe driving the vehicle with my wife and child.
When I arrived at the dealership the next, I was told they would not fix the issue because the vehicle was discounted. At no point during the purchase was any brake issue disclosed to me. If this had been communicated beforehand, I would have addressed it prior to purchasing.
I'm simply asking for help resolving a safety issue that should have been identified during the inspection.
Updates,
After receiving no response from the dealership regarding my concerns, I escalated the matter by emailing Ken Garff corporate.
The following day, manager Jeff who had previously stated the dealership would not repair the issue contacted me and asked me to bring my Suburban back in for service.
The next day, I was informed the vehicle was ready for pickup.
However, upon arrival, I immediately checked the vehicle and found that the brake issue was still persisting. I notified my salesman, who then informed Jeff. Jeff came out, inspected the vehicle, and stated that the noise was "normal caliper sound."
To be clear, the sound is only coming from the rear driver-side caliper from what we could hear), which is not normal. I expressed my concern, and after further discussion Jeff asked me to meet with Cody from service management to demonstrate the issue.
When I met with Cody, I recreated the sound for him. After hearing it himself, Cody stated that they would work on the issue after Memorial Day and we like to make it right for our customers. I will bring my vehicle back on May 26, 2026.
After taking the vehicle home (May 22nd 2026), I also noticed an additional issue where the vehicle shakes while stopped in drive at traffic lights, which appears to indicate a possible misfire. I will be informing Cody of this additional concern on May 26, 2026.
Update as of 5/28/2026:
I called Cody today for an update regarding my vehicle. Cody informed me that both brake calipers were replaced the brake is good, and they were also able to feel the vibration issue coming from the vehicle as mentioned by me when I drop the vehicle off. However, Jeff chose to decline any further diagnosis or repair and told Cody not to continue looking into the issue because "it's a used vehicle."
Cody also informed me that Jeff would have someone pick up the vehicle today so could retrieve the vehicle once they call me.
If you are planning on purchasing a vehicle from this dealership, I strongly recommend having the vehicle thoroughly inspected by an independent mechanic or another dealership before signing any paperwork. This whole this had been nothing but headaches for me.
In my experience, management was unwilling to properly address the concerns unless corporate became involved. Please do your research carefully before purchasing from this Ken Garff dealership.
I will update this later if the vehicle is still having issues.
Updates 07/01/2026
It took over a month and a half to get my brake issue resolved. On top of that, yesterday while driving to IKEA, my vehicle suddenly shut off by itself while I was on the road, then restarted on its own. That was a serious safety concern.
The only reason my brake issue was finally resolved is because I took the vehicle to a different service department. They found that the brake pads were glazed (the friction material had become smooth) and the rotors were worn, which was causing the noise and braking issue. They also found that both rear struts were leaking.
Unfortunately, because the leaking struts were not part of my original complaint, Jeff declined to cover the repair and stated that "there were no leaks at the time of inspection." This is despite the fact that their dealership inspected my vehicle three to four separate times.
Based on my experience, I cannot recommend this dealership. If you are considering purchasing a vehicle from them, I strongly recommend having it inspected by a trusted independent mechanic before finalizing the purchase or negotiating the price.
I am also still waiting to receive the reimbursement check they promised to send after I paid for the diagnostic inspection.
Don't bother emailing them they will not respond to you. The only reason I received a response because I contact corporate.