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October 2023 by Oscar C.
Had a wonderful experience at Ken Garff Ford in American Fork. Just went in there for an oil change but during the inspection, the mechanic caught a couple of things like a dirty engine filter and missing Lugnuts on the tires. The mechanics there took care of all the issues, even while they were under fire with a heavy workload. When I pulled up, I think I was number nine or 10 in line. Savanna at the service desk was a pleasure to work with and super professional. She kept the ball rolling. Keep up the great work guys!
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October 2023 by Brent B.
This is a RIP Off place. I shopped 5 other dealers and this one is by far the worst for adding $5000 to the MSRP. The dealer closest to them adds $2K.They are totally taking advantage of anyone buying a new truck from them.If you buy from them, your an idiot!
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October 2023 by Brenda Z.
What should have been a happy, exciting time buying a new for us vehicle turned into an extremely stressful one leaving us feeling like we were taken advantaged and disgusted by the whole Ken Garff experience. Their business practices leave something to be desired. They incorrectly dated my contract to show the sale happen a week before it actually occurred, sent blank forms to sign, and didn't deliver the listed items in their own ad. Not only is it misrepresentation, I'd imagine it's also fraudulent. Questions were met with hostility from both the sales representative and the manager and outright lies. I guess the stereotypical, sleazy used car dealers do still exist! Save yourself the stress and go to a place where you're treated with some level of respect.
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October 2023 by Linda S.
my son bought a used Jetta and warranty for his son! supposedly by your salesman just a dent on the fender! he has out 3000. out and counting! it had been in a wreck . I love Ken Garff but the AF locat needs some help! These are pictures of what still needs to be repaired!
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October 2023 by Zealand G.
Came in to inquire and potentially purchase a vehicle. Only to be passed around from rep to rep and then to be told that the vehicle couldn't be sold after having to come back the next day due to the vehicle being neglected by "Ken Garff".I was not pleased with my experience and will not return to this dealership! Don't waste your time here! Because they certainly don't care about yours!
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September 2023 by William H.
I get quoted for something on my truck that will be fixed and than they tell me hours later that they do not take auto warranty. Like can someone explain to me what major dealership like ford don't take auto warranty
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August 2023 by B G.
Car was serviced under warranty. Said it would take 2-3 days, took 3 weeks. When I returned home, I realized a portion of my back bumper was missing. After trying to call more than 10x (no answer and no returned voicemails), I will have to drive down there and get someone to acknowledge my existence. They have cameras... so I am not worried about them owning the mistake. But their service is not much of a service.
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July 2023 by Google user
We called before scheduling an appointment to ask the cost of a service, parts and labor, and were given a quote. When the service was completed we were charged 40% more than the quoted amount. When I asked them about the change they said the quote was only for the parts. When I indicated that I had asked for a total cost, parts and labor, they said that it must of been the \\\"call center\\\" who gave a bad quote. I'm not going to be using them anymore for service.
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June 2023 by Critical T.
I am still in a bit of shock about my recent experience with them, and it's been over two weeks. We bought our used Subaru Crosstrek from this dealership and it was a good experience. Their service, so far, has been satisfactory (we bought a three-service-package). On June 8th we took the car there for oil change and emissions testing. They sent us a video of the car being worked on and then texted us when it was time to pick up. I picked up the car and during the drive back from American Fork to Orem on the I-15 and noticed a lateral knocking in the car and some irregular noises that I thought was maybe because of grooves/potholes, but it got worse. Scary worse. Long story short, I took it to Ken Graff in Orem. I thought, well the car just got serviced, what can go wrong so soon? The folks in the Orem service center told me that only one out of five tire lug nuts were attached to the passenger side wheel. They said, "you drove this on the highway, man, you luckily avoided an accident!" They were a bit shocked given the car was "serviced" less than an hour back.They couldn't tell if the other four lug nuts were attached in the first place or had flown off because they weren't tightened. The Orem dealership took care of us and we are most likely never going back to the American Fork location. They did not even offer us a refund, only a thin apology, trying to shirk responsibility. Oh, also, in the future I'll personally check that all the five lug nuts are attached, tightly, after each service, to each wheel. Should probably carry a checklist, an onerous task I was hoping to avoid since, you know, I am not an auto mechanic and I value and pay people who are able to do that work for me. But an accident is simply not worth the trust I place on professionals, is it now?
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June 2023 by Andy C.
This dealership truly awful - especially when you consider how vocal they are about wanting to be a "5-Star" dealership! I've had them work on my F350 several times and every time it is a joke. The first time I went there I stood at the service desk for almost 5 minutes watching two employees talk to each other at one end of the desk and two others busy typing away at their work stations, too busy to notice me or to greet me. Something similar has happened two other times. If "Karen the Great" is working at the service desk, you will get an immediate friendly greeting. She is the reason I gave a 2-star rating rather than a 1-star. She is great, but the service area falls apart without her leadership.On the next service call, they replaced a part that I had recently had another service provider replace. I told the person who did the vehicle intake that I had recently replaced the throttle body, but she forgot to tell the technician! When I asked to get the bad part back so that I could get the other provider to refund my money, Ken Garff told me that they technician had thrown the part away! (That's illegal.) To their credit, kind of, they did (not cheerfully) refund the cost of the part and installation after a couple of challenging calls with Tiffany who finally said, "I don't want to argue with you about it," at the end of our argument. By the way, their cost to install the throttle body was 3X the cost I paid at the other service provider!The tout themselves as being really good at technology, but they use their communications tools so ineffectively. The tech will walk around the outside of the vehicle while videoing but will be describing something under the hood! Their showroom is not put together very well. Take a look at the pile of junk they have in the NE corner where they have tires displayed. Their drink station is always out of stuff or the hot chocolate machine is broken. They said they had called an Uber for me, but then after waiting for 20 minutes and asking them what's up, they told me that they had forgotten to call the Uber!Savannah was helping me on one service call through text and she disappeared for over a week! Finally, she responds to my text asking what happened, and she responded, "I thought you were out of town!" Really? And that would stop you from texting me? That's why we have the technology so we can communicate without being face to face!it is a mad house when you drop your vehicle off in the mornings. Nobody there to direct traffic and people parking all over the place. Very little signage to tell you what to do.One time I took the truck in for a code I was getting and they told me that they were going to need to replace a part in the steering column and that it would cost $4000. I told them they were out of their minds. That was over two years ago and I haven't had a problem with it since. Another time they told me that it was going to be $4000 to replace the cracked plastic runners that the sun roof tracks on! Really?The last (and final) time that I had my truck serviced there, they brought it to the service bay for me to take and I found that it had mud splashed up all over the tire wells and the side of the truck. I asked the kid what happened and he shrugged. I told him that I need to have them clean it (they have a car wash right there) because it was clean when I brought it to them, and he told me he didn't have time and just ran away! When I talked to Tiffany about that, she said he was wrong to do that, "but we have 1 tech boy, and we should have five!" That shouldn't be the customer's problem. When you call, their IVR system instructions to "Press 1 for Spanish" are provided in English! :-)
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September 2022 by Ryan J.
I purchased a vehicle from Omar Rico and their sales manager is Kellen (who had sold the bronco to his own dealership after it had been in a fender bender) the sales rep doesn't respond back to me because he knows he's done wrong by me. Kellen's response was "Used vehicles are sold as is." With upgrades I spent $91,000 on this bronco. And they know I planned to buy another one it comes available. They didn't disclose the accident to me until signing papers and the sales guy told me they could get it fixed. The service department was able to confirm with me that their inspection showed that it's been damaged by the accident it was in and I would have not known that at purchasing without putting down the soft top. I'm super disappointed. Next I will be reaching out to the better business bureau. This is not about money. It's about principal.
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May 2022 by Lindsay B.
If I could give a zero star review I would. I put money down on a car that's coming in over a week ago and have found it impossible to get solid answers (or answers at all) from anyone. Every time I ask someone for a price breakdown on a lease, I get completely different amounts. I have contacted other Ford dealerships and they are all coming back with the exact same figures at $200 to $300 less a month than what Ken Garff Ford of American Fork keeps telling me. Before I put money down on this car to secure it, I was told that my trade-in would be $14,935. Now I keep getting told it's only $13,000... I have had cars shipped in from all over and never once have I had such a difficult and unpleasant experience as I have with Ken Garff Ford American Fork. Just today I have tried to get ahold of someone 5 different times and have reached no one. My husband tries multiple times a day as well and keeps getting the runaround (The sales managers are too busy, my desk isn't by the sales managers office so I don't know, I'll have someone call you back, I don't know those answers so I'll have someone else call you....). He has had not one person call him back. Plain and simple, I am not feeling confident in doing business with Ken Garff Ford American Fork.
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April 2022 by Chad D.
They wouldn't sell me the Bronco that I reserved through Ford.com unless I paid nearly 1k for a useless Ken Garff theft protection phone app. Holding the car a reserved through ford hostage and threatening to sell it to someone else for more money is extremely shadey. Nice people, shady business.
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March 2022 by Heidi W.
I don't even know what to say at this point, I took my Ford Escape into Ford in American Fork because of an oil leak, my service writer was Spencer it was determined that the oil pan and valve cover was leaking and it would be like 2700 to fix so we went ahead and paid to have the work done, I bring the car home and noticed the next day a worse leak then we had before and so we looked under it and the leak was on the opposite side from where it was leaking before so I called Spencer at Ford and he told me to bring it in so we did, they determined that it was my transmission and rear main seal leaking and it would cost 4 to 5k to fix at this point I'm beyond frustrated, I asked why they didn't see this to begin with and Soencer said he didn't know, so we decided not to fix it and took it back Home, in the meantime I reached out to my friend who is a mechanic at Mazda in Murray who said to bring it in and he would look at it, within 10 minutes he knew exactly what the problem was, there is a big Crack in the oil pan and he can see no leak at the rear main seal or transmission so I called Ford and spoke to Spencer once again and told him they had cracked my oil pan and that is where the leak was coming from, he said he would have a manager ehich hasnt happened, how did they say it was the rear main seal when it is completely dry? I have been ripped off and no one will contact me, this is unacceptable and I'd never go here as the mechanics there know nothing. Picture of the crack they caused in the oil pan!
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March 2022 by Andrew S.
1 star is being generous. My experience with this dealership service dept has made me a lifetime hater of this company. I will forever tell anyone that will listen to stay away. I have gone to these guys about 5 times and every time is worse than the last. First strike - telling me my appointment time of Friday at 1 PM was too late to get my truck diagnosed. They close at 6 Second strike was telling me it wouldn't be looked at until Monday because they have a skeleton crew. 3rd strike was my service rep never calling me for any kind of update. I had to call everyday to request a update of my truck. Their phone system is terrible and you either get routed to the front desk of the sales (after 3-4 minutes on hold or you get hung up on). Customer service is terrible here. Strike 3 was them keeping my truck for almost a week. Requesting a manager to call me but would never call me back and kept having the incompetent Nick call me back. Dude was terrible. Must be his first job All in all they had my truck for 6 days and the first time I went to pick it up they didn't put it back together properly and blamed me for it. Then told me that they would do me a favor of fixing it. If you go to pick up your car and the skid plate is hanging from the truck. How is that the customers fault?!?!?! I beg you to stay away from these incompetent people. Go to Draper or Provo Ford dealership. Also do not use Nick as your service rep or Lindsey (asst manager) she will never call you back. I emailed Ray (manager over service dept & Winston manager of American Fork branch) and neither could care less about customer service.
