Ken Garff American Fork Ford

This dealership is soooo bad - 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 f 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! :-) More

My family has purchased some 50 vehicles from this dealership over the years. My father is a Ford retiree so all of us buy Ford. We are fortunate to get employee pricing. In April of 2021 my wife and dealership over the years. My father is a Ford retiree so all of us buy Ford. We are fortunate to get employee pricing. In April of 2021 my wife and I went in to buy a new F 250. We picked out the truck sat down to buy the vehicle and were informed multiple times after multiple questions that Ford Corporate was not honoring Employee Discounts due to the supply chain issues with vehicles. I knew this was not true as each Ford Dealer independently has the option to honor Employee Discounts or not. Ford Corporate does not dictate this. We walked out, called LHM Ford and a day or two later had a new truck at the employee discounts. I respect any dealers right to not honor employee pricing but not to have a sales manager lie directly to us to try to get a sale. In early 2021 I reserved a Bronco indicating Ken Garff AF as my preferred dealer. Although I tried to change the dealer I worked with on the Bronco it was not possible. I have waited for 2 years for the Bronco and have had some communication with Ken Garff. Most recently on Oct 27, 2022 when Ford asked us to confirm our reservations. I confirmed with Keegan hoping we would soon get the Bronco. I inquired this month about my order and they would not call me back. I looked at my account and found that Ken Garff had arbitrarily cancelled our Bronco order on March 28, 2023. I was not notified or called and neither Ford corporate or Garff will provide an explanation except to blame each other. I have no words to explain how poorly Ken Garff has treated us. Fortunately LHM Ford Provo has given us excellent service and we have since bought 3 vehicles from them and they are helping us with the Bronco. Sad that a once good dealership can treat long term customer so poorly. More

Excellent customer service and the service was promised on time.. Service agent was professional and friendly. on time.. Service agent was professional and friendly. More