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December 2023 by Mitch H.
Awful experience from this place. Took my van (Chrysler Pacifica) into this location on September 18, 2023, for a repair covered under warranty. I'm still waiting to get my van back and there's no end to this madness in sight. They have tentatively said January 10, 2024. Still, no guarantees that's the date as it has consistently been pushed back for months, shaking our confidence any resolution is coming in the near future. Amidst all of the waiting, I continue to make monthly payments for a vehicle I haven't seen in months. The only thing Ken Garff has offered is a car rental for $30/day. Understandable pricing if I'm waiting a week. But over the course of 117 days (Sept 18-Jan 10, 2024) and counting, that becomes another financial burden. Zero empathy from this place. Poor service. Do not recommend.
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December 2023 by Wayne S.
Two months in and horrible experience so far. bought a used Ram and went to fill it up and the gas line was blocked. Do they not check the vehicles they buy? Before I made my second payment the engine had a issue. Its been two weeks and all I get is we will follow up but no one does. Go to Carl Malone or Larry Miller if you want to get a new vehicle.
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November 2023 by Jill Gast
We had the most terrible experience with this repair shop. We were visiting from out of state when our van kept overheating. They completely misdiagnosed the problem but still charged us a whopping $185 for the misdiagnosis. Then the service advisor tried to scam us out of nearly $250 by inflating the repair quote and blaming it on the computer “not correctly computing the price.” It was a completely ridiculous experience. We ended up taking the car to a small, local mechanic who diagnosed the problem as a hole in the coolant hose, had it fixed within an hour and charged us a fair and reasonable amount. Whatever you do, don’t take your vehicle here to be repaired. Unless of course you enjoy blowing your money for no reason, then this is the place for you.
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November 2023 by Emily L.
Worst experience with a mechanic of my life! These people are lying, deceiving, scammers. They couldn't even get their story straight on what was wrong with our van, because they refused to do anything to try and find the problem. They just lie about a problem having nothing to do with what you brought it in for, fake fix it and give your broken vehicle back to you with a gigantic price tag.I have never felt so scammed! I'm going to the better business bureau, getting myself a lawyer and exposing these crooks! DO NOT GO TO KEN GARFF WEST VALLEY FOR AUTO REPAIRS if you don't enjoy being lied to and spending an extremely high amount of money to have your vehicle given back to you in worse shape than it was when you took it in. YOU PEOPLE SUCK!!!!!!!!!!!
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October 2023 by Matthew
I am so grateful for the help I found at Ken Garff West Valley. I want to thank the web of people that it took to help me get my car back on the road. The employees at Ken Garff are awesome. My service rep Sonya was fantastic. If you need help with car troubles, stay calm and call this dealership. These people can and will help you. Thank you Ken Garff...
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October 2023 by Gary Manton
I had the absolute pleasure to meet Joshua Marshall in purchasing my recent used vehicle from Ken Garff West. I was remote when I came across this car. Joshua was incredibly professional, responsive and a delight to deal with. He made the process simple, straight forward and went over and above to make me comfortable with a vehicle buying it sight unseen.If you are in the market for a new or used car…I highly recommend calling Joshua!
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October 2023 by Gene Hamilton (BetterRide)
I bought a Ram 1500 and the rear doors aren't aligned well. I set an appointment with Garff to have them aligned. At the appointment they want $120.00 to inspect the doors! I told the service look, you can see it, why the fee. So she then did the recall item (tailgate latch) and said they were done, no door alignment was done! Then she admonished me for wasting my time in driving from Moab for the service! She said I should've used a dealer closer to me. It was obvious they didn't want my business and they will never get it again!
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September 2023 by Cameron R.
I am so so grateful that I read the reviews... and I am so sorry for everything that's happened to everybody who has had to leave a review before me. Steer clear. Find anywhere else. I scheduled an appointment over a month ago, and all month I had been pretty stressed about whether I should actually go through with my appointment because of everyone else's horrible experiences. Fortunately, yesterday I found out that my warranty will work with other businesses, so I decided to trust everybody else, and go ahead and cancel my appointment. When I called to let them know I wouldn't be coming (because I didn't want to just no-show on them) and they told me I didn't have an appointment! If I had shown up at the appointment that would have been an enraging waste of time. The dude on the phone told me I didn't have an appointment and there was nothing scheduled at all for "anyone with that name or phone number", and acted like I was trying to lie to him for some reason. I was said, "Well cool, I'm glad I was calling you cancel then and didn't just show up, cause that would have sucked," and he just kept telling me "you don't have an appointment, I don't see anything on our schedule." Like, "mmhmmm, and I don't need to keep trying to convince you I did have one since I was calling to cancel it anyway." He said, "okay well I can let my service manager know if you want." I just said, "umm... sure?" Should have said "DON'T CARE!" Because apparently the whole problem they have there is that their whole business lives by that phrase. If they can't even handle keeping a scheduled appointment on the calendar, I can only imagine what kind of nightmare I just avoided. Maybe I should actually be thanking them. I have a very strong feeling I just avoided something that could have significantly negatively impacted my life.They should focus more on selling and servicing cars in a professional manner, instead of thinking of new ways to create stupid billboards that want you to think they're there to be your salesperson/therapist.
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September 2023 by Heather W.
I took my Chrysler in for service in August and the advisor was unresponsive unless I called in for her supervisor. Due to schedule conflict I couldn't have the repairs done but was told there was an open ticket and I should be able to call and get right back in. I've called over two dozen times and left messages with so many people and still, in almost a month, haven't received a single call back. When leaving messages l was literally laughed at by two different employees when I asked if someone could schedule my warranty company to come when they knew my car was going to be scheduled so I didn't have to wait for them as well. My impression with Ken Garff service is that they are so accustomed to putting out fires that they are unable to be proactive, and can only handle what's happening in real time to be reactive. After a month of dealing with the worst customer service I made an appointment with Larry H Miller and got my car in within the hour.
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September 2023 by Kami Ahlin
We had AJ as our salesperson and he was absolutely on point. He worked outside of hours to help me out and had us send everything in ahead of time so we weren’t sitting at the dealership for hours. He was super friendly and sociable and got us a phenomenal deal. Even the finance manager was impressed at the strings AJ was able to pull. Mike in sales was also awesome and the whole experience was great and made car buying a great experience. I traded a vehicle for my new car and that was super easy. AJ also didn’t try to talk me out of the car of my choice like my last salesperson. He got back to me asap unlike other dealers. My point is, AJ is awesome and you should ask for him but also you should buy a car at Ken Garff. Super pleased with my buying experience.
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September 2023 by A Armstrong
Use caution. We bought a 2022 suv recently. We were in a hurry and did not have time to negotiate, but they had the suv at a good price. At closing we found out the mileage was off by 10,000 miles making it not such a good deal. The salesman had told us he would fix a gouge on the back of the seat and didn’t. The car was filthy when we picked it up with dog hair, crumbs, and smudged windows (we had given them 2-3 hours notice we were picking it up). It was too embarrassing to show family so I spent over three hours cleaning it at home. There is a slow leak in one of the tires- found out we need 4 new tires. The battery was old and the car died a few times and had to be jumped before finally towed to the dealership. They did cover most of the cost of the tow and battery under warranty. We had purchased a hitch and went to get it installed a few weeks later- I had to call multiple times to find out there was wiring trouble and it would take another day. The service department has terrible communication. When I called to get a status on the car after it was towed the service person just yelled around to see if anyone had seen a tow truck and told me they didn’t have it. I called the tow company who had pictures of the car parked at the dealership and the driver had given the keys to a dealership rep. Called back again and person went out and found the car. I had to call multiple times to get any information on the vehicle status. Today I called and text messaged multiple times before getting an answer. We have had the car around 1 month. I regret our decision to buy a car from this dealership.
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September 2023 by Tyson J
I bought a vehicle from Ken Garff Ford and had it serviced next door at Ken Garff Chrysler. I would rate the experience as very poor. Be warned that appointments are not for a service time, its an appointment for your vehicle to be assigned to an "advisor". Since I had an appointment I expected the car would be on the lift at that day and time. After no word back I called every few days and the advisor would say "Its with a tech now" when in fact my car was just sitting where I parked it and had not been seen. It took two weeks for my vehicle to actually be looked at, and they do not provide loaner vehicles. Why not just explain how your "appointments" work? They couldn't tell me what the warranty would cover so after the two week wait they refused to repair any issues under the three month warranty, failed to perform a recall item, and even tried to charge a $150 fee to assess it. These are issues that could have been solved with better communication and empathy which is unacceptable when your marketing angle is "We hear you".
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September 2023 by Lindsay Wootton
Where do I start, first my car would not start. So I call them and they said it would be three weeks before they could look at it. Is that realistic? Then the cost was easily triple what I would have expected, the next day they tried to increase it 200 more dollars. I really my warranty would help, but they told me it expired last month, less than 30 days ago. When I went to pick it up, they said they were going to run it through the car wash real quick, why not clean it before I get there? Then the car wash is broken.. and I was told it was scratching cars!!! And the advisor told me they never lay eyes on the cars so they don't know what is going on with them? That is who you talk to when you call, the advisor, who know nothing about cars, let alone your car. To end this they undoubtedly scratched my passenger side fender when working on it because it didn't have a scratch when it was towed in. I guarantee that. I worked very hard to buy that brand new car and to have only put 15,000 miles since I bought it, I paid extra for the clear coat, and now I get back a dirty car in and out with a scratch. Disappointed is an understatement.
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September 2023 by Paige English
This dealership was so helpful - from managing our service/trade-in to assisting with our purchase. Frankie, Antonio, and Rhett went above and beyond to get us what we needed and explain our options. I never felt like we were being taken advantage of and we left happy!
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August 2023 by Cameron McCullough
Went in for a routine Oil Change & Tire Rotation. Everything went smoothly and super quick. My Service advisor, Ana, was extremely exceptional. She took care of me and my vehicle with utmost professionalism and was friendly. The communication of the status of my vehicle was prompt and helpful as well. And they finished everything sooner than they had originally anticipated.
