I was traveling 500 miles from my home in Denver in my Nissan Leaf when a "Service EV System" error popped up that warmed me that my car would not restart after being shut off. I took it straight to the closest Nissan dealer, Ken Garff of Orem, before turning it off so I wouldn't be stranded. Everyone at Ken Garff's service center was wonderful. Ash who checked me in (and eventually out!), Veronica who quickly got me into a rental, and their Leaf-certified tech, which not every Nissan dealer has, (sorry that I never got their name!), who quickly diagnosed and fixed the issue within 24 hours, saving my vacation. Rarely have I ever been to a car dealership's service center as efficient, helpful, and friendly as Ken Garff in Orem, Utah. My thanks to all of them there! read more

"We Hear You" is the Ken Garff slogan. Well, I beg to differ. Maybe you'll hear me now with the 0-star review. We brought our 2022 Altima in for diagnostics/repairs for two issues: the horn honks at random times, the wiper fluid reservoir sensor is malfunctioning. We told the service dept rep, Christopher Gonzalez, what issues we had and explained that we wanted the repairs done under warranty as our vehicle had less than 36k miles on it. He documented our concerns, took the keys, and said he would reach out to us when they had completed the diagnostics. That was it. Christopher did NOT verify the status of the warranty (time or mileage) at the time we dropped off the car. Christopher did NOT state at any time or in any way that diagnostic fees would only be covered if the vehicle was still under warranty. The first time any mention of warranty coverage was discussed was AFTER diagnostics were done, AFTER submitting diagnostic results to "corporate", AFTER corporate said the BASIC warranty coverage applied - then, and only then, did Christopher look to see if our warranty was still valid. It was expired based on time, not mileage. When he called with this information, he quoted the price for making the desired repairs. I declined to proceed with the work. We were surprised to learn that the repairs were not covered because the time had expired on the warranty. Nevertheless, this was the case - no coverage under warranty. They sent us an invoice for labor (diagnostics). When I got to the dealership, I asked to speak with a manager about the invoice - specifically, there was never any mention that we would be charged for diagnostics if the warranty did not cover the repairs. THIS IS THE MAJOR PROBLEM. Christopher Gonzalez failed to clearly state the cost of diagnostics would only be covered if the warranty was valid. At no point at any time did Christopher advise us that we would be charged for diagnostics. The first indication of this was when we were given the invoice when we picked up the car. Here is the icing on the cake: the MANAGER. My god, how they ever let this clown interact with customers is BEYOND me. I do not have a name of the "manager." He is a white male in his late 20s/early 30s, short hair, heavy set. After explaining everything to the manager and making it clear we were not happy with how things had been handled, he started out by asking us if we "even bothered to read the warranty." His tone was absolutely condescending, talking to me as if I was some sort of idiot for not understanding that the warranty had both a time and a mileage expiration. Secondly, instead of listening to our grievance, he instead decided to take personal offense at the fact that WE were upset. He didn't listen to understand - he took our grievance as a personal attack, accusing us of being rude "from the minute you walked in here this morning." At any point, he could have asked the simple question: "Did Christopher explain that diagnostic fees would only be covered if the warranty was still good?" THAT WOULD HAVE CLEARED THE AIR IMMEDIATELY - No, Christopher did NOT explain that fact. When it became clear he had no intention of "exercising good faith" and waiving the diagnostic fees (even though it was clear and evident that Christopher had failed to make the required disclaimer when we showed up that morning), I told him to process the charge for payment. While doing so, he declared "I could have helped you out and waived these charges, but I'm not going to because I don't like the way you are talking to me." WHAT ABSOLUTE NERVE! When I placed my card on the reader to pay, a signature screen popped up. The manager said, "You need to sign it... like it clearly says if you had taken the time to read it - just like you should have read your warranty paperwork." WHAT IN THE EVERY LOVING @$&#! The manager was completely and utterly disgraceful in how he treated us. He was condescending and disrespectful in every way. I cannot overstate this enough: he is the WORST example of what a manager should be or how a manager should behave when dealing with customers. Juan Morales, Fixed Operations Director, contacted me for a follow-up. I explained everything in detail. I made it perfectly clear that Christopher had failed to make the required warranty disclaimer up front. THIS in and of it self should in all good conscience justify Juan exercising "good faith" and refunding the charges for diagnostics. NO REFUND HAS BEEN ISSUED. $455, and for what? The best part: the technician didn't even reassemble the airbag correctly. The horn/airbag is protruding from the steering wheel. The name Ken Garff is forever stained. We will never buy from them again. Buyer beware: AVOID AT ALL COST. read more

Lie that I didn't have a service appointment Told me 1/2 a day to a full day for a diagnostic Gave them 4 days then was told at 1030 am done I show up at 1230 oh its not done still need signed off Then why tell me its done Wait 40 minutes then treat me rude Probably because a pizza is sitting there My fault I think not Then I remind him the quoted price and rudely I get you've only told me 50 times now Thats when my attitude changes I mentioned it when I dropped it off And mentioned it at the time of checking out Then accused me of bringing it in without an appointment When it shows I had an appointment Thursday at 2 Today is Tuesday 5 days is plenty of time for a diagnostic test Then act like I'm not important If it was lunch time leave the service area Go eat your pizza Don't take the cold bites out on me read more

Their generic copy and paste response to all their bad reviews should be another indicator of how incompetent they are as a company. Why would I reach out to them. This was me reaching out to them. They could use this feedback to fix how they do business but they wont. Booooooooo! read more

I hate taking my car to the dealership cause I end up paying and arm and a leg for things that don't need to be and my car either comes back worse or the issue not fixed! I brought my car in for a check engine light which I hooked up my OBD sensor said it was cam shaft issue. Brought it in and 3 hrs later they said nothing came up on their diagnostics and they said I had to much oil which I went to get done at a mechanic so that shouldn't be an issue and something else which the part was like $10 and $500 later and my engine light was still on and they wanted $200 for another diagnostic even tho they couldn't find anything in the first place. So if you can find a good and honest mechanic that won't charge you a lot of money for nothing I would recommend that read more

Ken Garff Nisssan of Orem has the worst service ever imaginable. The phone system is the worst you have to call 10 times before you get someone one the phone. I bought my car in July and have driven it a total of 1 month. The first month I got it they had to change the brakes which I don't think they did and then they had to replace the transmission ever since then the car stalls out and dies and can not be driven. I have almost been in two accidents they have it and can not figure out what they did to make this happen. I have been without a vehicle and just keep getting the run around. read more

Whatever price you see on their website add $1890 to it. They have this upholstery warranty, car coating, and GPS tracker YOU HAVE TO BUY with ALL their vehicles. They tack it on as an "Aftermarkets" charge on the writeup. You can't opt out because they already added the coating to the car and installed the GPS tracker. The tracker they tell you is your benefit because you can connect your car to your phone to see diagnostic data, but in reality, it's so they can track your every movement should they need to repo the vehicle. You are paying them to be tracked. Don't lure people in from pricing online and then force them to buy an almost $2000 unnecessary package. I cannot find anywhere on the site where this mandatory "Aftermarkets" information is disclosed. Buyer beware. read more

Ken Garff Nissan of Orem - Mandatory "Aftermarkets" charge on all their cars. Anthony the salesperson told me this is added to all the vehicles on the lot. - Auto Repair Near Me - Orem, Utah

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Terrible customer service! I was sold a vehicle with a cracked rim and Ken Garff refused to fix it. They blamed me and threw the tire my trusted tire shop of many, many years under the bus insinuating they just wanted more money from me. No, you, Ken Garff bled me of more money. The service manager needs to go, and Ken Garff needs to take responsibility of my tire! read more

I had a 2:00 oil change appointment for my car. I have been here for over 2 hours and they haven't even begun working on my car. This should be a fifteen minute fix. They did not honor my appointment. Walk ins were given the priority because they were ahead of me in line even though I had an appointment. I also am late picking up my husband from work. If they had kept to their scheduled appointments I would've been in and out of here in 30 minutes at the most. If you are considering going here for an easy fix like an oil change think again. They will make you wait for hours. read more

DO NOT BUY A VEHICLE FROM KEN GARFF NISSAN (OREM). I had to take in my brand new 23' Frontier for a recall. Which I found out about in an email from Nissan (not the dealership). I called to see if my vin number was part of the vehicles recalled. Waited for 20 plus minutes to confirm that it was. They don't have rental cars available for use and if they did they'd charge me for it. Other lots historically will give you a car off the lot for temporary use if need be. So yeah... I'm never buying a car here ever again. At every turn they've screwed me. Like removing stock options from the vehicle and not telling me until after purchase when I called trying to figure out how to use stock options based on their website. Yes I wrote this review on my Uber ride home from dropping off my brand new truck at the dealership. DO NOT BUY A VEHICLE FROM KEN GARFF NISSAN (OREM). read more

Ken Garff Nissan of Orem - Never buy a car here. My brand new truck that had stock options removed without being told so until after purchase. - Auto Repair Near Me - Orem, Utah

I went in with my son to get him a newer car. He left with a car he loves at a fair price and I left with a new Nissan Titan! 1. Josh was amazing. He helped us understand rather than tried to sell us. 2. My son drove away in his car at a fair price and LOVES the car. 3. In closing, Shelton was amazing explaining everything to my son so he understood all that was involved. An amazing experience for a first time buyer! 4. Josh was assertive in presenting the Titan offer but not pushy. 5. Josh came in on his day off to ensure I felt comfortable with the transaction. We are both VERY HAPPY. I have bought a few cars from these guys. So fair, honest and professional! read more

I've always heard good things about Ken Garff dealerships, so I wasn't worried about buying a vehicle from them. I live about 45 minutes from the dealership, so it wasn't very convenient, but they had the truck I wanted. I figured after the first test drive, I would only have to go back one more time to bargain the sales price and I would never have to go out there again, but I was wrong. I ended up making four trips back and forth, returning the truck, leaving it there for a day or two, going back home while they tried to fix my problems and never ended up being happy with them. In the beginning the sales people were great but as soon as I gave them my money everything changed. The truck was dirty. I had them clean it two more times and they still didn't get it clean. I sent them pictures of sticky red sticky goo in the cup holders grab bars that were black from dirty hands etc. I washed the outside and one of the times I took it back to them they parked it under a tree and it got covered by all of the crap falling off of the tree and they didn't bother to wash the outside. I took the truck to get the oil changed since they don't do it and found the air filter had probably never been changed. Look at that picture, horrible, they dont do any service on a vehicle before they sell it. They also install a crappy version of anti-theft GPS tracking device that is their own proprietary system. You don't get any choice they just charge you $1,250 to put it in. I had nothing but problems with it. it took me a month of phone calls and emails back and forth between their support team to get it figured out, the dealership was no help. I called and emailed my frustration several times and didn't get any response until I filed a claim with the Better Business Bureau, then all of a sudden everybody at the dealership wanted to talk to me. They offered me $900 take care of it, but to me it is worth more than $900 to tell other people what a terrible experience I had with them. I wish I had looked at their two-star reviews before I decided to buy from them. read more

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Bad experience today with service department. Made an appointment for 7:45 and they told me a couple hours. 2+ hours later I followed up with them and found out they haven't even started. They are finishing up some cars from yesterday. None of this was communicated to me. Why did I make an appointment? Just telling me later today, no estimate on time. To add salt to the wound, when I purchased my brand new vehicle they did a tow package / all weather floor mats delete for a $500 credit. This is due to nationwide shortages. Now they want $750 just to install the tow hitch and harness (and that's not including the floor mats.) read more

I came for my car that was with them for 3 days to fix the door rubbers and they didn't repair anything and they tell me to come back on Monday to be repaired. Don't buy there, they're not professionals The worst service read more

Great employees, very attentive and willing to help with difficult issues at competitive prices. My go to automotive repair shop!!!!!

absolutely pathetic service. i needed my car checked out TODAY as its been having many issues and could very well be undriveable very soon and i scheduled an appointment for 11am. 3 1/2 hours later they hadn't even gotten to my car yet. never ever go here for anything. horrible service. weren't willing to help me at all. read more

-100 STARS DO NOT GO HERE!!! CANNOT STRESS THIS ENOUGH. TL;DR at the end. F the first part of this review describing the sale. This entire dealership is trash. Left this little excerpt right below though because I think its important for people to know what kind of Mickey Mouse operation they're running. Bought a 2016 Tahoe from here. One thing that was weird was another dealer taking the keys from us when we were in the middle of buying the vehicle.. He let another dude test drive while we were in the middle of talking numbers. He said something like "let's see who can close the sale first". Extremely unprofessional in my opinion on his end & ruined the experience for us, but whatever. EDIT in like September: Turns out there's a ton of issues with the vehicle that was not disclosed to us. Figured this out the day after when all these error codes showed up at the same time on the dash. Took the vehicle to the other dealership location in Ogden & the windshield is not a factory/compliant windshield so the lane departure assist does not function correctly. There is an issue with the front camera as well due to the incorrect windshield. Got a "check suspension" notification as well, & it turns out the suspension has a leak & needs to be replaced, estimated another $2k. The vehicle spent all day at the Ogden dealership trying to get ahold of the Orem store to figure out what to do with it. Sounds bougie, but the rear DVD player also doesn't turn on or work. One of the main reasons we wanted it because of future long road trips with our kid. When we were at the dealership, it was stated there was nothing wrong with the vehicle & they conduct their own multipoint inspection. They did however disclose the vehicle was rear ended back in 2016 or 2017 which wasn't a huge deal to us. I think the only reason why they even mentioned that was because it showed up on the carfax. It's only been a week & this has been more of a headache than my newborn child screaming in my ear all day. WOULD NOT RECOMMEND GOING HERE !!! They're non-responsive when trying to get ahold of. How tf is everyone always at lunch ??? Y'all have 8 hour lunch days ? Edit 11/5: was told to drive down on a Saturday to get this suspension part replaced on the front drivers side. This dealership is over an hour from where we live & that's mostly highway miles. I texted ahead of time that we'll be there around 1:15pm. Made the hour+ drive. When I arrived at the service department, they had no idea what I was talking about. After the lady got in contact with sales, she told me the part was there at the store but they couldn't install it for me that day. Why? Because "it's a 3 hour job & they close at 4". Fantastic. I asked if I could at least leave the vehicle so they can work on it first thing in the morning & I can just come by & pick it up. "The loaner guy isn't available & I don't have access to any of the loaner keys". Drove an hour+ back home in a 15mpg vehicle. It is now November, had to contact them for our registration/plates, temp expired. They sat on an odometer paper requiring our signature so they did not send anything to the DMV. Was told if we get pulled over they'll pay the ticket. What a joke. TL;DR, bought a Tahoe, bunch of stuff wrong/not functioning, contacted for repairs, got sent to the Ogden dealership for them to see what's wrong, they found out what's wrong (suspension, non-factory windshield), Orem said they can't fix it at the time, like 2 days later was told Orem is ordering the part, scheduled a time with Orem to get the part installed, they basically said F off, drove back down 2 days later, they half-ass installed the part so the suspension light is still coming on but they said don't worry about it & still didn't replace the windshield, drove home & waited the past 2 months for a license plate to come in, didn't come in after the temp registration expired so contacted the store, now in November & the temp registration expired on Oct 21 & they haven't sent it to the DMV yet because of an odometer form missing our signature. read more

So I will not hide this under the table I never felt so humiliated in front of all those customers and managers and all the employees. And to think that I used to work for Ken Garff for a couple of months The GSM used to train me and what he put me through telling me that he does not know what I am talking about. they have humiliated me It's the last time that I would buy anything from Ken Garff anywhere... read more

Got what I needed but I feel like I've been worked by a con artist. I bought a new Sentra from them back in 2017 and the sales lady was great and I got what I needed at a fair price. So when my cars transmission died it seemed natural to go there again. I was browsing their catalog online and out in my information and a sales person called me later that day. I explained my situation, I wasnt ready to buy a car but since my car died I didn't really have a choice. J Sierra was very kind and friendly and talked like he was working with my best interest in mind. He was a little pushy but I suppose that comes with the territory. We found a used Altima, with a reasonable sticker price. It didn't have all the features my old car had but I was on a budget. * I should tell the reader, I'm not the most aggressive or outgoing person and I in retrospect I realize that was my mistake*. He gave me a monthly price that was not very favorable. That's ok I thought, I'll just refinance with my bank later. I signed all the paper work and went back to work (literally took the day off just for this). It's only now, 2 weeks later as im trying to make my first online payment that I'm starting to see the depths of this scam. Ufirst credit union is part of it. Their online portal does not show you what the principle on the loan is nor do they allow you to pay direct to principle. Take a minute to consider the implications. Transparency is not the goal here. I assumed I would be able to pay down the principle and get a better rate, or refinance, but that is not possible. It's a Saturday night right now, but I will be calling the bank next week to see if there are more options when I bank in person. I'm afraid that either I can't refinance or even pay down the principle or/and they snuck a lot of fees back on the principle despite my fairly generous down payment. These guys will smile and say nice things while they are robbing you behind your back. Every bad thing that has been said about car salesmen is also true about these guys. I can't undo my past but maybe I can save you from making the same mistakes I made. read more

I wanted to share some love for Ken Garff Nissan in Orem and the people there that has helped us purchase our 2020 Chrysler Pacifica over the weekend. I'll start off by saying, businesses that prioritize customers over profit are rare to come by. As a customer we understand the auto business, but I got to tell you, the people here really made my family welcomed, never once did I feel the sales person push their personal agenda. They listened to our needs and worked diligently to find common ground! This is the first vehicle we purchased since moving to Utah 2 years ago. But I have serviced my Nissan Rogue here every time since moving to Utah in 2021. I've built some solid friendships with Jacob, Sierra and some of the mechanics. The service team's emphasis on my experience as a customer is second to none! This is why I can overlook the cost for labor. Sure I might shop around and find places that are at or below the quotes I get, but I know these people are fair and they spend time teaching me what I need to know. Most importantly they get it done in a timely manner and they do it right the first time! So knowing this about the Service team I assumed this was the same energy I'd get from the front office team. Usually it's never good to assume. But this time the assumption couldn't be more spot on. This whole team that makes up Ken Garff Nissan in Orem are a bunch of good people. Take sometime to build a little relationship with them and it makes the buyer/customer experience that much better. When you learn more about them they'll learn more about you and why they want to help you. Their colors really showed when they understood exactly why I needed to upgrade from our sedan to the Pacifica. If it's not the vehicle you wanted, they'll look around to find what options cross most of your boxes. So much so that when I was here a year ago, they pulled another Pacifica from another Ken Garff location up north so I could test drive it at their location closer to the house. That's when I knew I'd be purchasing here when the time was right. For new car buyers, I hope this review is helpful in finding a place to shop new or used. If it's not in their lot but at another Ken Garff, ask if they'd be willing to bring it to their location for a spin! Every experience is different but I hope they give you this same energy! Special thank you to Emmanuel, Colby, Aspen, and Shelton! read more

Great service department, They are willing to go out of their way to help and find solutions. Free popcorn and drinks while we waited and the service was completed quickly. everyone we talked to was courteous and friendly read more

horrible customer service, my wife and I went up to Ken Garff Nissan in Orem. long story short we didn't get any help at all besides a bill knowing there are problems with our vehicle. The lady with the orange hair she told my wife and I we could take our vehicle to Toyota dealership knowing she could told us from the start. Yes we do have warranty on our vehicle, these people wasn't no help at all they know all the problems but don't want to help or even care about the customers at all. read more

Nothing but great things to say about the all the people who helped me get into a New XD Cummins Pro4x Titan. Natalie and Clint were great. They were able to answer all my questions, gave me ridiculous deal on my trade in. I knew the truck I wanted, and they were able to beat everyone else's prices. When you go in ask for Natalie. Not only did she ask me questions about my needs and want, she didn't try sell me extras, she didn't try and sell me a truck out of my price range, she wasn't pushy at all. Clint the Sales Manager was the same way. GREAT PEOPLE. And now that I think about it, the finance guy was the same way. He gave me a lot of information and let me decide. I really appreciated that. I will be back!!!! read more

Ken Garff Nissan of Orem - Auto Repair Near Me - Orem, Utah

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I am the opposite of a Karen and am pretty understanding, however, my experience with Ken Garff Nissan of Orem has been the worst experience of my life. I was in a car accident that resulted in permanent injury. My car was totaled and I needed a new car quickly so I could get to work and have transportation. I was tired, had ptsd, and was in a lot of pain due to my injury. I had a great experience with Rick who sold me my car the evening I first went in. It all went downhill after that. I had many nights of crying out of frustration. Just a few weeks after I got my car, the battery died. The camera was broken. Parts were missing. The AC wasn't working. I could go on. My car was in the shop for days and they hadn't even touched it. This happened several times. When I was promised a ride, no one showed up. I ended up having to walk to the dealership from my work. I feel like the service department should have made sure the car was functional before they sold it to someone. It has been an absolute nightmare working with the service department. Their communication has been awful. A mechanic from another company looked at my car and told me it appeared that the battery was covered in battery acid to hide how old it was and it evidently needed to be replaced. I was not reimbursed and told off by the service department. Luckily, I moved out of state so I no longer need to work with them. read more

Terrible customer service! I try to make an appointment by website didn't work then all week I call and no one answers! Unbelievable! So I waste my time by heading over and already the service tech is arrogant and rude.what the hell kind of place did this turn into?! I've been coming here for years but NOT ANYMORE! You obviously don't value your customers anymore. Ken Garff has really gone to sh*t and you guys just lost a longtime customer! read more

I'm looking to purchase another vehicle from Ken Garff Nissan of Orem, and stumbled upon their misrepresented Yelp reviews on Google. My experience was complicated, but Ken Garff Nissan of Orem did any excellent job of finding a solution that left me absolutely happy. Working closely with how people who leave reviews work, it's sad that the huge percentage that have loved their business, just don't review. I had been in a car accident where my car was totaled and I was really hurting for a car. They never pushed me to buy some crappy junker that had been on the lot for a long time, and they never tried to confuse me into buying a car I didn't want. I had the absolute worst credit in the world at the time of my first purchase 2 years ago around this time now, and Chris Edwards worked extremely hard and actually got me approved for the vehicle I wanted in the end, which ended up being a brand new Nissan (and can I say, I absolutely LOVE*** my Nissan Versa. No joke, it's one of the nicest car I've ever driven and is in the top of its class for a reason.) and I've been so blessed to have such a travel friendly vehicle that is spacious, efficient and runs so smoothly. Chris Edwards and Jose Feliz really worked hard to make sure I was absolutely happy and taken care of beyond my expectations, when it comes to car buying. We all know that car buying is a process if done correctly and intelligently, so even though it took time to get me the right car for the right price, and again, my situation was complicated in its own right, they always used my time efficiently. They treated me well enough to have me coming back for repeat business, because Chris and the rest of the KGN of Orem team have always shown me that they do their best to take care of everything that is in their control. Go see Chris Edwards. He's seriously great! Thanks for everything Ken Garff Nissan of Orem!! read more

Ken Garff Nissan of Orem - My 2015 Nissan Versa - Auto Repair Near Me - Orem, Utah

How does a used car go from a sticker price of just under $10,000 all the way up to an "out the door" price of just over $18,000? I'll tell you how: The sales rep is having a pleasant conversation with you while he quietly jacks up the price. When I did notice the price increase my heart sunk because the financing gal was leading such a pleasant conversation herself, and I didn't want to stir things up. The price was so staggering though, that I had to say something. I asked why there was such a massive increase in the price, and she stated that the features that raised the price had to be on there or I wouldn't be able to buy the car -- yup, that's what she said. I realize I could have just walked out, but it was the end of the day, I was tired, I needed a car, and I really didn't have the patience or fortitude to duke it out with these people; I'm not built for haggling anyway. read more

I will never buy a car here again. My actual car is fine, and the guy who sold it to me did well. My problem is with the finance team. It's been almost 4 months since I bought my car and they haven't been able to nail down a loan. I told them where I wanted my loan from, they said I was denied (the next day I went in and was approved). They caused my credit score to drop over 30 points by applying at around a dozen places for a loan. Now 4 months later they say they need proof of employment and tried set up a loan at a credit union where I didn't even have an account, so the loan couldn't go through anyway. I've had to go in to sign multiple times, get a new temporary license paper multiple times and I will never ever buy from or suggest this company to anyone. read more

I am very disappointed on you. You are professional. You over charged me last time and you did not know what was the problem. From $75.00 you told me to look in my car which you did but you asked me for $50.00 more $125.00 and my problem still not fix. What a reap off of service. Please take my name off. This service dealer is like going and say good morning then right that moment they just reap you off. Then they try tell you a lot more things, this people look young BYU or UVU student but they do not know anything about electrical master switch, relay, fuses or modules. What a waste. read more

Horrible experience. My car has been having issues. I took it to a mechanic who showed me the engine light diagnosis and reset the light. I was still having issues but the light didn't come back on. I called the dealership and explained the situation, that I was having issues but my car light wasn't on. They were super helpful on the phone. They scheduled an appointment with me and offered to pay for an Uber back to my house so they could work on my car. When I showed up to my appointment the next day, they refused to service my vehicle. Even worse, they refused to look at it. Why? because my engine light wasn't on. Something I had clearly communicated to them the day before on the phone when they agreed to take a look. I explained the situation over and over again but they were rude and dismissive and we were turned away after we drove 35 min to get there. Avoid this place if you can. read more

My husband came here for an oil change today and they took over 2.5 hours to change his oil. We also dropped his car off last year to be checked out for a problem. They didn't get back to us about the car and ended up keeping our car over long the holiday weekend. Lastly, I came to get my car registered (I called in advance to make sure) and all the salesmen told me that they don't do that here, only for new purchases and made me feel really stupid. Thankfully a girl from services heard them and assured me they do in fact do registrations and I was able to get it taken care of. I would stay away from this location at all costs if you have anything to do all day. read more

We all know the rigmarole that dealerships traditionally put you through to see how much they can squeeze you for. This place, unfortunately is no different and seem stuck in the past of playing games with customers. They already know the price they can sell their cars (and so do we if you take a minute to research online), so why all the games!? Somehow their 'we listen' advertising was lost on the two tag team artists who wasted our time as they went back and forth on the purchase price even after we told them what we were willing to pay. We were looking at the Nissan Rogue and also considering a Subaru. I wasn't interested in having Laurel and Hardy play off of each other and waste my time. As Julia Robert's character in Pretty Woman said, "big Mistake, Huge". We walked out with our cash and drove off to another guy's lot that made us feel 'listened to' and not part of an antiquated game. It's time to update the play book boys, it's 2020! read more

Don't buy or have your car serviced here until you read this!!! "We hear you" ...but we don't seem to listen or care! If you've been a victim of Ken Garff's Nissan, please make sure you join the other voices and report your incident to : 1) Better Business Bureau Auto Line 2) BBB Mountain West 2) Utah Department of Consumer Protection (UDCP) 3) Nissan Consumer Afffairs What will happen when you need warranty work done on your Nissan?  Will Ken Garff Nissan respond to you? Will Ken Garff close your active, warranty ticket and not tell you? They are happy to talk to you if you're buying a new car, but what happens after? This is the Ken Garff "culture," as it didn't occur with one "employee" but multiple "managers" in multiple departments and continues to happen, despite involvement from the manufacturer and a 3rd-party customer advocacy group. We've had 6 Nissans, and Ken Garff Nissan is the reason this will be our last. We brought our Nissan for a warranty claim for a manufacturer's paint defect on December 6, 2022.  After a forty-minute goose chase to their body shop, due to advisor not knowing warranty policy, we returned and spoke with Sierra C., Assistant Service Manager, who took pictures of the vehicle and stated that it would take up to thirty days to get a response from Nissan. We had to demand that Sierra create a ticket after stating she'd just pass a note to the service manager. She reluctantly filled out a ticket and did not detail on the ticket what was stated to her, but gave a very general description. On 12/30, my girlfriend received a survey follow-up call from Macey W., Owner Loyalty Manager, to ask how her service was. GF stated that she was waiting for warranty service and was confused about why the ticket was closed if there was no response to it.  She informed Macey that she attempted to contact Sierra on 12/19/22 and 12/26/22 and left messages, but no response.  Macey told her that she was going to set up a conference call for us to speak with the service management, but no call was set up, and no one contacted us.  When we followed up on 12/31/22, we were told no such appointment was made and that Macey wasn't available to discuss.  On 1/9/23, we called and tried to reference the number on our service ticket, we were told that they couldn't find it in their system and left a message for Sierra to call back. Finally, we contacted the Better Business Bureau Auto Line and Nissan and asked for them to assist in resolving the issue and have Spencer C., General Manager, contact us. A few days later, we were contacted by Devin B., Service Manager.  He stated he had never seen or heard anything about the issue or ticket and was confused. He told my girlfriend that he would investigate the issue and contact her.  A couple of days later he spoke with her and informed her that he was going to be submitting a request to Nissan to repaint the entire vehicle, but provided no response to why ticket was closed, nor why Sierra didnt advise him of it in the first place. We contacted BBB and Nissan again, and they stated that they were going to intervene.  We received contact from Nissan on 2/24/23, explaining that the dealership was also unresponsive to them, never submitted a claim, and that they made a final attempt to contact them. We e-mailed Devin for an update and heard nothing until 3/3. Sierra called to ask us to have Nissan inspect, but didn't confirm the appointment until 3/8 and never responded to the voicemail on 3/7. She stated that she didn't call sooner because the service department had been "busy." She was also not present when we arrived, and advisors knew nothing of the situation. They had to go find a manager who finally brought us the Nissan rep, who verified the dealership closed original ticket. This is the level of service and professionalism that Nissan allows from its dealers?  This is the level of service and professionalism that Ken Garff proudly promotes his name with? Now, imagine what your experience will be like once you've driven off the lot!!! read more

Advice for this dealership: DO NOT sell cars that are in the process of being sold to someone else. It is extremely unprofessional and inconsiderate. Your Orem location literally has a sign that says they do not make promises they cannot keep. They couldn't have upheld that less. They promised me 2 cars which they sold to other people then only had a more expensive car I did not want for me to buy after ghosting me and not replying to my multiple texts for 5 days. I was crying in their dealership and said they would give it to me for what they paid for it at the invoice cost. This was such a lie they trapped me in after I signed everything. They said they would give it to me "at cost" yet gave me all the fees they transparently told me was a way for them to make money. They also forgot to have me sign many documents and made me overnight them to their office while I was on vacation the day after Christmas. They started THREATENING me if I didn't overnight them right away. I will NEVER recommend this place for anyone and will go out of my way to make sure everyone knows how horrible you guys treated me and how slimy you all are. I can now say I have cried in a car dealership because of Ken Garff Orem. read more

Unfortunately, the service department does not care about it customers. I took my mom's vehicle in for emissions and it didn't pass because their machine was broken. They admitted this, yet charged me anyway. They told me I could bring it back to retest, but the machine was broken. It was a total waste of time and money. They also charged me a diagnostic fee of $135 to test a battery. A complete rip off! read more

Discussed the vehicle at length, and they were initially very helpful. Negotiated price including shipping and agreed to purchase with the sales rep and sent DL and insurance information. A couple hours later, I received a "oops, we didn't price shipping correctly, we will have to adjust the price." After two days of increasing concessions on my end (we can ship it to a city 1 1/2 hours away, and the price went up an additional $1000), I asked to speak to a manager after they told me that they were entertaining other offers. Once I asked to speak to a manager, they told me he was in a meeting for two hours, and lo and behold, the vehicle sold before he got out. read more

.My family and I have bought four cars from Ken Garff. This is by far the worst service I have had with. They say the will call you back and they don't. I had to do their job for them. Second I was driving around in this car for three months with out a safety or immissions test. And because they can't follow through with what they say I am on my third set of temporary tags. Oh and I bought my car in February. read more

I walked in and asked for a woman sales person and got Lily, who was great. There was some pressure to make a decision now, which is to be expected. It's how they make their living. She wouldn't come down on the online price, saying that was their rock bottom price. But I checked KBB and their price was under the KBB value. The car didn't have the tow hitch and navigation that it claimed online so I asked and they agreed to install the tow hitch free of charge and helped pay for the navigation card it needed. They really did take good care of me. read more

I have NEVER been treated so rudely by the staff at the service department. I went this morning 7/15/22 and asked if I would be able to get an oil change, knowing probably not since they looked busy, I still asked and the young man at the service counter asked "do you have an appointment?" When I said no he replied back to me with "yeah, that's not going to happen." So I asked if he could just schedule me for an appointment. He then ignored me and flipped through some paperwork in his desk. I stood there looking like an idiot. When he looked up from his papers he said "uh.. can I help you?" I asked him again if he could schedule me for a service appointment and he told me I could go online to schedule an oil service.. his tone and attitude was extremely rude. After that experience I went up to the Salt Lake Nissan dealership and had a MUCH BETTER EXPERIENCE. The service guy offered to give me a package deal for my oil change (which used to be offered to me in Orem but hasn't the past two times) and he offered me a print out and cost evaluation of all my service work needed. Needless to say I WILL NEVER BE COMING BACK to the Orem Nissan again. read more

Should have read the reviews! Horrible service. Called on Friday they said to bring it in and they'd try to get to it Saturday if possible but the appt was for Monday at 7:45. Saturday waited close to 40 minutes with 2 people in front of me Before talking with a person. Then Monday by 1 pm never received a call as to what the grinding sound was. So I called. Was on hold for over 10 minutes with a response of "I can't talk to the tech, I'll have him call you." 2 hours later no one called back! So I called as no one called back. On hold for close to 15 minutes. She comes back and says it's the hood latch which will cost $300. Great that's a side issue not the rear end grinding sound!! She goes back to the tech and I wait again. Then she comes back and says he went to lunch I'll have him call you. BTW they didn't drive it to see what the grinding sound was. We're extremely busy. Well how about that!! It's the end of the day and no one has looked at it, no one calls, and they'll have someone call. Argh!!! Don't take your car here. The whole we hear you is hyperbole. read more