Ken Garff Volkswagen Gilbert

Service Experience On May 17th, I purchased an electric vehicle from Ken Garff Volkswagen. Within five days of ownership, I began receiving multiple system error messages indicating issues with the electrical system and a complete failure of the vehicle’s assist systems. I promptly contacted the dealership, and I was informed that the service department would follow up with me. However, when I had not heard from anyone by that afternoon, I restarted the vehicle to reassess the issue. The same errors appeared, prompting me to take the car to a different Volkswagen dealership that was much closer to my residence. I informed Ken Garff Volkswagen of the situation and my decision to have the vehicle assessed locally. At that point, I expressed my dissatisfaction and concern about experiencing significant technical issues so soon after the purchase, as well as my worries about not having reliable transportation. The dealership informed me that a loaner vehicle could only be provided if the car was serviced at their location. I explained that I was uncomfortable having the vehicle driven nearly 30 miles in its current condition. After considerable discussion, and in light of the circumstances, they agreed to provide a loaner while my vehicle remained at the closer dealership. Early the following week, I contacted the local dealership for a status update, only to learn that Ken Garff Volkswagen had instructed them not to service the vehicle. They had then retrieved the vehicle and transported it—by driving it—back to their own facility, despite my explicit request that this not happen due to the vehicle’s condition. This action left me both frustrated and increasingly concerned about my purchase. I reached out to my original sales representative, Lisa, who told me someone would follow up. A sales manager then contacted me and stated he would no longer be involved. He informed me that I could either retrieve my vehicle and return the loaner or risk having the loaner reported as stolen—despite the fact that it had been provided by the dealership under a signed agreement. Given the unresolved issues with the car, I was not comfortable driving it again without a proper diagnosis. After further back-and-forth communication, the dealership finally agreed to tow the vehicle back to the original service location—on the condition that I sign paperwork stating I would not contact them again regarding the car or its servicing. Feeling that this was my only viable option, and in light of the prior threats and hostility, I agreed. This entire experience has been extremely disappointing and stressful, particularly for a vehicle purchased so recently. I felt compelled to document and escalate the situation, as it raises serious concerns regarding both the condition of the vehicle and the level of customer service provided. At this time, I have been without a vehicle for two weeks with no answers from anyone on a resolution. After dealing with this issues I ask that the dealership return and unwind the car purchase, as I will not make my first payment to the lender to own a car that was sold to me with existing issues.

Service system of appointments is horrible. They want your car for 5 days or more to install a software update that vw and other dealers claim about 4 hours. They have 2.3 rating dealerrating PS.. VOLKSWAGON AMERICA MAIN TOLD ME TO GO TO ANOTHER DEALER AS GARFF IS NOT ABOVE 4.0 RATING OR 80% . AND DIRECTED ME TO AN AZ DEALER THAT IS AT 4.7 % in dealer ratings. JASON DOES NOT CALL BACK AFTER MULTIPLE PERSON TO PERSON MESSAGES AND VOICEMAILS REQUESTING A RESPONSE TO CALL ME..... ALSO... GARFF APPOINTMENT SYSTEM IS A SERIOUS BACKWARDS TYPE SET UP. UNLIKE A DR WHERE YOU HAVE A 10AM.. AND SEEN THAT MORNING. AT GARFF A 10 AM FOR ANEV IS WHEN THE GET TO IT OVER THE NEXT WEEK. NO ASSIGNED TOME AT ALL. I WOULD GUESS THIS NO EXACT DATE N TIME SYSTEM SLONG WITH THE LIES .. MULTIPLE LIES BY JASON AND SERVICE ADVISORS IS JUST A FEW REASONS FOR THEIR SERIOUSLY FAILING GRADE AT DEALER RATING.. 2.3 IS A D+ AT BEST.... WELL BELOW VOLKSWAGONS REQUIREMENT OF ABOVE 80% OR 4 OF 5 ETC PLEASE STAY AWAY. EVEN Volkswagen RECOMMENDED I DO NOT TAKE My VEHICLE TO GARFF

Within 5 miles of leaving the site(I had an oil change), all the oil blew out of the vehicle. The oil loss affected the power steering and I almost wrecked coming off the highway. I paid to have the vehicle towed back and investigated. The official response is that a flange “leak” caused the vehicle to lose all its oil and that the incident was in no way related to the service earlier in the day. (Why didn’t they see a leak when serviced?). I’m struggling to accept the explanation given considering the proximity of events (oil change and oil blowout) and the timeline (with 10 minutes of leaving).

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!

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.

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.

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.

my 2024 Golf that I bought from them and a quote $577 from another VW dealer. Tried to scam me.

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.

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.

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!

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.

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.

receive prompt, professional service from Jeff. He is always friendly, thorough & knowledgeable of the services needed. Jeff is a tremendous asset to your dealership!

4 about a month ago. When we drive with the cruise control activated, the horn and 4 way flashers go off randomly. I have called five times, but either get disconnected, or they can't find anyone to help us out technically. I finally called Chapman Volkswagen, and they were very helpful. Apparently Ken Grafft and no technical people who understand their cars. We will have to get the issue resolved at another dealership,

issues with the new ownership of the dealership. When it was ran by Earnhardt they would place you in a rental at their expense while your car was in service even if their was a wait for a tech to look at it. Now that Garff bought them out they will not cover rental until a tech looks at my car which they said could take about 2 weeks for that to even happen. I scheduled this appointment months ago. Rentals are not cheap at all and I wouldn't expect to pay for a rental when it's in for a recall and still under warranty. This is my only vehicle!!! Times are hard so paying for a rental is not ok and that's on top of the repairs. I most definitely will not buy my next car from this dealership knowing they will not pay for a rental if your vehicle has any problems or recalls.How do you take the rental program away thinking this would be best for your customers. I will now be out 100's of dollars due to Ken Garff VW dealership.

but won't be too helpful if you have indues down the road. The service department just doesn't care compared to others around.

recommend http://kengarffvwgilbert.com for service. They have never done me wrong and have actually helped me out I have several jams. This is my personal opinion I’m not a paid spokesperson just a thankful customer. Steve and Jeff do what they say and say what they do and that is all I ask.

quick. We were in and out with paperwork signed in about an hour. Our new vehicle was clean, full tank of gas and ready to go.

Place looks nice and clean too! A lot of options to go from too as well! Lisa and Lorin were very accommodating! Even found the best deal for me! Appreciate the help and loving my new Atlas!!!!🚙🚙🚙

infotainment along with doing maintenance service, that is very responsible of him and the enterprise. Thank you Now please have VW submit a good update for the Navigation app, make it more intuitive and UI friendly. LOL

hand ready to buy. I was told I'd have to pay an extra $6k for the window tinting they claimed was done at the dealership. Total Bull.

knowledgeable. I always leave satisfied. You guys are the best!

mins thank you. See you in 6000 miles! highly recommended

place I trust to take my car for service. Would by again from Earnhardt VW :)

We wouldn’t want to deal with anyone else at Volkswagen 😃 Everyone was friendly though 💫

definitely bring my car back for service. I also got a quote on some body work from an outside source and VW was a much better price.

expected. It was a warranty covered part. The explanation was complete and the work was done quickly.

dealership. We especially appreciate Paul Scheele who worked with us from start to finish. Thank you

Lisa Chabrier was very good to work with. She was knowledgeable about the inventory and listened to our wish list to find the right card. Very happy with the experience.

team. Great customer service and wonderful no pressure experience buying a car. Very knowledgeable financing officer who helped a lot finding a great car loan.

was able to answer all of my questions. I appreciated that he was not overly pushy or aggressive. He was extremely accommodating and went the extra mile to ensure I had the vehicle that I wanted. Great customer service.

been involved in . Beautiful facility, courteous staff, excellent inventory and very professional sales person listened to my needs and found the perfect car.

work on the first Saturday of the new year. Thanks a lot & Happy New Year!!

staff made purchasing a new vehicle painless. Would definitely recommend this dealership when purchasing a new vehicle.

the service department. Luke(I think that was his name) helped me out and got me in to get a brand new tire...keep in mind this was last minute on Christmas Eve.

decided to buy it outright. Great experience. I would recommend you to family and friends.

easy and everyone is super nice. I've gone to a number of VW dealerships and they are the best!

VW. I keep coming back to this dealership because they always go out of their way to take care of my needs and of me. As of late I have worked with Bruce Taira he goes out of his way to get a great deal done. Would recommend this dealership they are the best to work with.

early due a hard ship of my wife losing her job due to COVID. I was advised to go to my home dealership and ask if they will buy it back early due to my hardship. I have 5 payments left for a total of $1625.00. I have previously purchased 2 other Volkswagen's from this dealership and still own 1. The Sales Manager Jim Knight advised me that my payoff was $12,669.00 and he would Buy the car back at $10,500.00 so my balance to get out of lease due to a hardship would be $2,169.00. What sense does that make? How are you assisting a Loyal Customer with a hardship? I was finally told to go to Car Max that they would probably offer me more money then my home dealership. They did! Not enough to satisfy my hardship but at least beat VW. Shame on you, you just lost a Loyal Customer of Volkswagen. Thanks for being considerate during these tough times.

They Addressed all of my concerns. In and out of service department in no time.

when we bought my Passat to servicing it. Would definitely recommend this dealership. Jack explained all the new features great.

to get a deal done on various vehicles for years it seems. This deal was almost completely done via email/text. Kept the time spent to a minimum.

treated like gold and my vehicle was given prompt and professional service. The service consultant kept me informed and made a follow up appointment for a recall of which I was unaware. 5 star service in my book.

and honest. They consistently under promise and over deliver. I would recommend them to anyone.

communicating what work needed to be done and the time frame it would take to be completed. I never felt out of the loop. I would highly recommend the service department at Earnhardt VW.

department. It is because of them I buy our cars here. Jeff is not only knowledgeable but he is so kind and considerate. He takes time to explain and answer questions. Defiantly an amazing person.

We needed a new battery for our 2016 Jetta. We were there at about 7:00 am and didn’t have to wait long for the battery installation. Thomas always takes such good care of us and both of our Volkswagens. We appreciate the excellent service that we get at Earnhardt Volkswagen...

refer to all my friends. Very friendly and wonderful place. Best dealership ever! Keep up the great work!

easy transaction. The sales associate Lorin was honest and upfront with pricing. The finance manager Jerry made sure I got the payment and interest rate I wanted. The paperwork was short and the process didn't demand much off my time. This was my best automotive buying experience to date. This is my second time owning a VW "Keep The FAHRVERGNÜGEN Going!"