Ken Garff Volkswagen Gilbert
Gilbert, AZ
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This is absolutely the worst place to get or service a vehicle! Bought a CERTIFIED used Tiguan traded in my other one and got a LEMON! 2 ACs later and the AC still does not blow very cold 3 weeks in the s vehicle! Bought a CERTIFIED used Tiguan traded in my other one and got a LEMON! 2 ACs later and the AC still does not blow very cold 3 weeks in the shop and now OIL LIGHT CAME ON SAYING ENGINE OFF had it towed to Ken Graff they said it was fixed got home same code and in the shop AGAIN FOR 2 weeks now and ha factory rep involved and still not much news back. SAVE YOURSELF THE STRESS AND BUY SOMEWHERE ELSE AS THIS PLACE AND SERVICE IS A JOKE! More
MY 9 YEAR OLD SON AND I WERE HELD UNLAWFULLY AGAINST MY WILL FOR SO LONG I HAD TO FILE A REPORT WITH GILBERT PD. Since the Arizona Attorney General Kris Mayes is cracking down on predatory sales practices WILL FOR SO LONG I HAD TO FILE A REPORT WITH GILBERT PD. Since the Arizona Attorney General Kris Mayes is cracking down on predatory sales practices by dealerships in the Valley I will now be filing a formal complaint with the AAG and BBB. I started looking into purchasing a new Jetta after I was rear-ended on 3/25/24 thinking that my current car would be totaled. As I have never owned an automatic vehicle in my 26 years of vehicle ownership, my only requirement was that I wanted a manual transmission. Robert Malone texted me on Friday, 4/5/24 stating "I have 2 GLI manuals coming in at towards the middle and end of the month". Not having heard back from Robert, on 5/16/24 at 1452 I made an inquiry though autotrader.com asking if the manual GLI I saw advertised was still available. Ken Garff VW called at 1459, and after confirming that I would be test driving the manual transmission GLI I made an appointment for a test drive for 5/18/24 at 1200. My son and I arrived earlier than expected at 1130. Even though the manual Jetta was on the lot, Robert pulled a bait and switch on me, telling me that the manual transmission GLI wasn't available to test drive because it had "no fluids yet", but offered to let me test drive an automatic GLI next to the one I had scheduled to test drive instead. I should have insisted on testing driving the manual transmission or walked away instead of test driving the automatic GLI. After the test drive, Robert asked me for my drivers license, insurance information, and my car key so he could start writing up paperwork. I told him AGAIN I was only looking to test drive a vehicle that day, not purchase it, but gave him the items he requested at 1230. That was the last I saw of Robert Malone. From then on I was made to deal with Nico and his manager Adam. Adam came to talk to me stating that my credit score was in the 600's and that he was trying to get me approved with a 691 credit score to obtain better financing. Next, Nico approached me with paperwork stating he was giving me over KBB for my trade in. I explained I was not ready to trade my vehicle in, and asked for my key back stating that I wanted to leave. My request was repeatedly ignored for two hours. My son was hungry. I was asking for my car key back approximately every 20 minutes, each time with a different excuse. I was visibly distressed and was having such an extreme panic attack that I had to take my anxiety medication. I called my mother in Phoenix and explained explained the situation. She said she would be on her way but told me to call Gilbert Police to report that my son and I were being unlawfully held against my will while waiting for her. I finally called and filed the report at 1422. The officer arrived approximately 20 minutes later. I let him know that my mother had texted that she was about 15 minutes away, and that I was comfortable with him leaving. Once my mother arrived, I was given the key to my vehicle. Adam walked us out at approximately 1530, when I noticed that they had parked a new white Tiguan from their inventory behind my car that prevented me from leaving even though I had my car key. THIS MEANS THAT THEY UNLAWFULLY HELD MY SON AND I AGAINST MY WILL BY REFUSING TO RETURN MY CAR KEY, AND ALSO PHYSICALLY BLOCKING MY CAR IN WITH THEIR NEW INVENTORY. I received letter dated 6/4/24 from the Finance Department denying my application. It stated: Dealer obtained a credit report - YES. Dealer obtained your credit score - YES (it was over 691, so that was another lie) Dealer obtained info from a third party re: creditworthiness - NO Dealer submitted your application to finance sources - NO So, I was held against my will for hours "waiting on financing" and they hadn't even sent my application to their finance sources. Their sales practices are UNLAWFUL and UNETHICAL. More
My experience with Ken Garff Volkswagen in Gilbert has been a complete disaster from start to finish. From the moment I drove off the lot, my car has been plagued with persistent mechanical issues. Each v been a complete disaster from start to finish. From the moment I drove off the lot, my car has been plagued with persistent mechanical issues. Each visit to their service department has resulted in only additional visits. Since purchasing the situation has only worsened. My car is currently in their shop for an issue they initially stated they would cover, but I’ve been told twice that they would not honor this commitment. I am unsure why their management team would continue to have me bring my vehicle down to inconvenience me. It’s clear that their goal is to avoid fixing anything as much as possible. To make matters worse, my warranty confines me to having repairs done only at their location, which has proven to be a frustrating and ineffective policy. I’ve also encountered significant issues with their management team. Despite my attempts to resolve the situation, I’ve received little support from them. When I initially spoke with the sales manager, the service department only advised that the core beam and engine cover needed replacement. However, upon taking the car back for what was supposed to be fixed, I was informed that more than the core beam and engine cover needed to be repaired, and additional repairs were now required. Why was this not defined the last time my vehicle was reviewed and inspected. This ongoing issue makes me feel wholeheartedly that the service department does not properly inspect vehicles or address issues comprehensively. I even had to pick up my car after being told all repairs were completed, only to find that one of the specific issues I had raised was still unresolved before driving it off the lot. I had to wait while the mechanic returned to fix it, which should have been done right the first time. The service and accountability at Ken Garff Volkswagen are shockingly poor. If you value your time, money, and sanity, do yourself a favor and avoid this dealership. More
The sales department I really can’t complain about, except for Fernando. He for some reason will never meet you face to face when you come into the dealership which seems pretty weird. The service except for Fernando. He for some reason will never meet you face to face when you come into the dealership which seems pretty weird. The service department however is a joke to say the least. We had an appointment for our vehicle to have a dent removed and to figure out why our remote start isn’t working correctly. Upon my wife arriving Steven the service advisor tells my wife “you don’t have an appointment” they still got the vehicle in which was cool but Steven didn’t listen to any of my wife’s complaints about the car. It took me calling to complain to Jason the service manager to get our concerns addressed. We picked up the car later that day and we were told the replaced the cars battery and everything should work fine. It’s been two weeks now and the remote start still doesn’t work correctly, the Ac doesn’t work correctly now with remote start, and to top it all off the car had a recall on it when it went in and the lazy technician and service advisor couldn’t address it while it was there. I’ve left 3 messages now for this dealership and have yet to be contacted back. This will most definitely be my first and last Volkswagen I will ever buy, and I will definitely never use this dealership again. More
I got a quote of $1500 to hard wire a radar detector for my 2024 Golf that I bought from them and a quote $577 from another VW dealer. Tried to scam me. my 2024 Golf that I bought from them and a quote $577 from another VW dealer. Tried to scam me. More
I'd give "0" stars if that was an option. Multiple Strikes and your out. Fist visit to have oil change (1 of 2) free.... Brought car home and when car was pulled out of the garage a Multiple Strikes and your out. Fist visit to have oil change (1 of 2) free.... Brought car home and when car was pulled out of the garage a day or so later, noticed oil on the garage floor. Called KG VW and told them I was returning with the vehicle to see what was going on. Note here is a newer car with low mileage. Told Service advisor what I found and that I wanted to have the master Tech. review the issue. They dropped the protective rock guard plate and came to find out that the tech who performed the oil change did not screw the oil filter canister fully back on. Was only halfway threaded on. My wife was leaving in a few days to drive across the desert (Summertime in AZ). If that canister had come off and seized the engine, also being stuck in 110 + degrees F. Not a good thing. Luckily I caught it. Second Strike: Brought car in for malfunctioning GPS issue along with Active lane assist and sign recognition faults showing on instrument cluster. Was told they found fault codes pointing to the "Shark Fin" antennae. They were told by VW to replace the antennae. Had to be ordered. Was told they would contact me when part was available to schedule installation. That didn't happen, I had to call the parts dept. to verify the part was delivered. Then had to schedule the install. After scheduling a day off to take the car in, They had the car for 2 hours. Car was brought back to the check in/ check out lanes and was told they were done. I asked what they found on the GPS / Shark Fin antenna and was told VW said not to install the antenna, and that all 3 issues were going to be handled under a recall by VW. Mind you VW said to replace the antenna and now was told no and that a recall would be the next steps. So basically I waited for 2 hours to find this out. Left the dealership and referred to a friend who pointed us to another Dealership in Phx. with a name to contact in the service dept. Called them, scheduled the car in and next day had the car repaired all under warranty. This service Dept does not know what they are doing. Unfortunately like everything else these days, always get a second opinion. Either the technicians don't know what they are doing or .............????? Not trustworthy in my opinion. More
Worst Service from Sales manager to service dept. Had issues with a brand new Atlas I bought within 6 months of owning this vehicle and only 3500 miles on it. Took a big loss on trading this vehicle Had issues with a brand new Atlas I bought within 6 months of owning this vehicle and only 3500 miles on it. Took a big loss on trading this vehicle in just so I would never have to deal with this dealership ever again, that is how bad this dealership is. More
If you care about your investment do not take your car to this dealer for service. The service department here is terrible. You need to make an appointment weeks in advance, then once you take your car in fo this dealer for service. The service department here is terrible. You need to make an appointment weeks in advance, then once you take your car in for that appointment that you waited weeks for you’re told it will be a minimum of a week or more before they could even look at it to see what is wrong with it. Of course, they cannot give you a loaner car. No one could explain to me why, if I have an appointment, would they not be looking at my car for over a week from that appointment date. So the car just sits there?! What a waste of time. If you have an issue with your car that makes it dangerous to drive you’re out of luck. They cannot take you. Every service appointment is booked weeks out regardless of your car’s issue. They had my car for three weeks. They returned the car to me and did not reconnect all the hoses. I had to take my car somewhere else and pay $200 to have their error corrected because they couldn’t see me anytime soon to recheck the car and fix their mistake. They told me I could leave my car there but couldn’t guarantee when they would get to it. Would have been weeks again. I couldn’t afford to leave my car for an endless amount of time hoping they would fix it. When Earnhardt owned this dealership it was amazing. I never had an issue. I’m so disappointed with Ken Garff that I will never purchase another Volkswagen again and I’ll definitely never purchase a car from Ken Garff again. I contacted Volkswagen corporate and complained to them also but there is not much they can do over an independent franchise. Save your money, do not ever go to a Ken Garff dealership again! More
Extremely unprofessional, dishonest and disrespectful. Bought a vehicle from them several months ago,in the package I purchased 3 oil changes and a tire rotation came with, recently scheduled oil change a Bought a vehicle from them several months ago,in the package I purchased 3 oil changes and a tire rotation came with, recently scheduled oil change and tire rotation on a Chevy truck, was originally told they couldn’t do the rotation(they didn’t want to do it) after going in there they said they could do it, I have nice black and chrome rims on the truck so I asked the (assuming manager) who was present if they could take care of the rims as there is not a scratch on them and he got extremely rude stating if you’re worried about your rims then we’re not the shop to perform the rotation ,we went back and fourth and he says we can’t guarantee anything and there’s no guarantee’s in life regarding the safe handling of my rims (ughm okay?) I asked him to still perform the work and be cautious if they could, I marked the tires because the attitude this employee gave me and sure enough when I picked it up they did not rotate the tires but had told me they did, even the invoice stated tire rotation complete, I must of aggravated the service department because when I went to pick up my truck they intentionally rubbed oil on almost every panel of the truck and hand prints in oil all over the hood, fenders, driver and passenger doors and places that weren’t necessary to even touch performing this scope of work. Of course no manager was in at the time of picking up my truck and have called numerous times with no luck of getting a hold of anyone, asked them to place an indication sticker in the window for millage on oil change which they did not and not even sure they actually changed the oil considering it looks discolored and darkened so now have to go pay 40$ to get my tires rotated elsewhere and pay for an oil change for the peace of mind even though I’ve paid for this thru them in the 2000$ warranty and protection plan I bought which is useless now because I wouldn’t let them pump my fuel for me let alone actually work on the vehicle. Can’t believe this is how a nationwide big dealer conducts themselves, I would steer clear of doing any business with this dealer or service department and find someone else who actually treats their customers right and doesn’t engage in shady/ dishonest business practices. Will never buy another vehicle from them again and all over a simple tire rotation and the unnecessary mess and handling they made of my vehicle. Still have not been able to contact a manager or anyone regarding this matter. More
I purchased my Taos when Earnhardt owned, great people. First time I need a warranty service withe Ken Garff I was told the soonest opening 45 days. Called Chapman VW and they took care of the problem the First time I need a warranty service withe Ken Garff I was told the soonest opening 45 days. Called Chapman VW and they took care of the problem the next day. More