I had the easiest experience at Ken Graff this week! Sam is the man! He was very patient given my crazy schedule and had everything ready to go for a seamless transition! I love my new car! Thank you! read more

As a business owner, I do not practice the art of leaving negative reviews unless it is warranted for awareness that can lead to operational changes and/or educating the public to help prevent material harm to consumers. My 2023 Volkswagen Atlas experienced sudden EPC warnings, freeway power loss, loss of acceleration, and limp mode conditions while driving on the freeway. The vehicle became unsafe to operate and ultimately had to be towed to Ken Garff Volkswagen Gilbert for a confirmed service appointment. Despite having a confirmed appointment, the vehicle remained at the dealership for several days after being towed there without diagnosis, meaningful updates, or communication beyond the initial check-in process. It was only after I proactively contacted the service advisor for an update approximately six hours after my scheduled appointment time that I was informed the service department was approximately 3 to 5 days behind from even being able to evaluate the vehicle. For customers, especially those whose vehicles are their primary source of transportation and income, communication matters just as much as the repair itself. Had expectations been clearly communicated upfront, which I very clearly asked the appointment scheduler about and received confirmation that my vehicle would be looked at ON THE DAY of the appointment, I could have immediately pursued alternate diagnostic options rather than losing valuable time waiting without updates. I ultimately had the vehicle towed to a certified independent Volkswagen repair facility where the issue was quickly identified as a very well-known Volkswagen Technical Service Bulletin related to ECM software programming and fault code P054A. This is a covered software update under the Volkswagen limited warranty, as subsequently confirmed directly by Volkswagen of America. This experience highlighted the importance of upfront communication, transparency, and honest expectation-setting throughout the service process. As a newly licensed local realtor navigating an earlier corporate layoff, this situation left me in an extremely vulnerable position. I lost every appointment I had scheduled for the week and am now entering another week without resolution. This situation has not only cost me valuable business time and opportunities, but also substantial out-of-pocket towing and diagnostic expenses tied to an issue already known by Volkswagen of America and one that should be addressed with far greater urgency and communication than what I experienced here. read more

Ken Garff Volkswagen - Dealer intake notes documenting freeway power loss, EPC warning, and sputtering issue. - Car Dealers Near Me - Gilbert, Arizona

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I should have not gone back to this dealership but I did, and I am paying for it now. The first experience I had with Ken Garff was less than ideal. I bought a 2024 Cross Sport in 2023 from you. I was sold a car that hadn't gone through the initial inspection. The back up camera was broken, the car would connect with car net, my remote start didn't work, I had to get the brakes replaced. Your service department had my car for the first month of my ownership. I was not communicated with at all and had to call to get updates myself which is why I contacted Volkswagen. I started getting letters and calls Ken Garff a couple of weeks ago. I responded with absolutely no way. I got a call from Brian, told him my feelings about your dealership, to which he said we had new management. He said he could get me a good deal. I told him what I wanted and what I could do and he got me a great deal on a beautiful car. Benjamin did a good job cleaning the car and Brian was efficient and knowledgeable. I was happy and thought second chances are a good thing. When I got in to drive my car home there was a key on the dashboard lit up and it said wireless entry error. Brain said, no way, and said "drive the car for the week, bring it back Thursday. We will get you a loaner and fill your tank". This was good by me. He told me service would call to confirm, and of course nothing. I started driving over on Thursday and texted Brian. I told him service never contacted me and he said he would find out. He texted back and said they didn't have a loaner to bring the car on Friday, so I did. When I walked into that office they had no idea why I was there and if they did they were very unwelcoming. Jahan helped me went to talk to the man in the office because of course there was an issue, no loaner again. I told her I needed a car comparable to mine and she said " oh we can't control what they give you". Technically, she could have controlled it called me and I could have waited until I could have gotten a Volkswagen loaner, but again no communication. Enterprise gave me a Mazda that was significantly smaller than my car but I wasn't driving a mini van. Jahan called me Tuesday and said "Can you return the rental so that we don't have to pay for it? We can give you a Tiguan". I brought the car back and she gave me a Jetta. I told her I was going out of town and I needed my vehicle. She said I will get the tech to look at it. That was false. My car hasn't even been opened since I dropped it off. I have called the service department 4 times no answer. I have texted Jahan no answer. Finally I pushed the button for sales because of course they would answer. They did and patched me through to another service advisor. I left a message he called me back within 10 minutes. I told him I wanted my car out of that service area and he apologized. After I spoke with him I got a text about my car, first and only one since I dropped my car off. I picked up my car. Nothing was fixed and I am in the same situation as when I started only now I know that my second chance was completely a screw up on my part. If I could return my car and buy it from another dealer I absolutely would do it. The last two car buying experiences that I have had have been terrible and the last two cars I bought were from Ken Garff. At this point I have bought two cars from this dealer and not one of them was in full functioning condition. read more

The Ken Garff service department has been one of the worst dealership service experiences I've ever had. The biggest problem is the lack of communication. Customers are given vague information, and you have to repeatedly ask for updates rather than being proactively informed about what is happening with your vehicle. My vehicle was in the shop for four days for multiple warranty-related issues. While four days was actually relatively quick compared with the experiences of three other people I know who have had major warranty issues handled through Ken Garff, the communication throughout the process was still extremely poor. I will give credit where it's due: the service department did identify some issues with my vehicle that I wasn't even aware of, which was helpful and appreciated. However, some of the issues I specifically brought the vehicle in for are still happening, so I'm left questioning whether everything was actually properly diagnosed or resolved. It's frustrating to spend the time getting your vehicle serviced only to continue experiencing the same problems afterward. What is especially frustrating is the lack of support for customers whose vehicles are in the shop for warranty repairs that are not the result of wear and tear or customer negligence. You would reasonably expect some type of courtesy transportation or loaner vehicle when your vehicle is being kept for days because of warranty issues. Instead, we were left responsible for arranging and paying for our own transportation, which can easily cost hundreds of dollars. My primary point of contact was Jeff, who is supposedly the service manager. Unfortunately, my experience dealing with him was horrific. I should not have to chase down the person responsible for my vehicle just to get basic information about its status. This isn't about expecting a dealership to magically fix a vehicle overnight. It's about communication, transparency, and customer service. If my vehicle is sitting in your service department for several days, I expect clear updates, an explanation of what has been diagnosed and repaired, and reasonable assistance with transportation when the repairs are warranty-related. Based on my experience, as well as the similar experiences of others I personally know, Ken Garff needs to seriously improve the way its service department communicates with and takes care of its customers. I would not recommend this service department based on my experience. read more

Service department customer service is very lacking! Steven needs a lot of direction in how to communicate with clients. Very poor grammar and texting skills. Phone service loops on a repeat with no one actually answering. I will never take my vehicle here for anything in the future. read more

Damon was excellent, a pleasure to deal with during the sales process. Thanks Ken Garff! read more

If there was a rating below one I would give it. Our salesperson ignored our first and most important need in a new vehicle which was a GPS, and the least expensive model available. Only to find after our purchase that the model sold to us does NOT have a GPS system. Also, and most importantly, when the people at this dealership make a mistake they refuse to accept or correct it. Going on incorrect information they add unnecessary charges (which you tried to refuse) and when it is called to their attention they refuse to correct it. They avoid all attempts at communication and in the end tell you to lie and create fraudulent documents to secure a refund. I would go on but it would be as pointless as it is trying to speak to a person who is in a position to rectify the problem. read more

Mike was amazing!! top notch went above and beyond to get me the price I was looking for and so much more!! excellent person to buy a car from! read more

Here's a warning: if you decide to use this dealership, be prepared to be overcharged for unnecessary services. I went in for a routine oil change, and they claimed my battery was in critical condition and needed to be replaced for about $500. I arranged for an on-site mobile battery company to handle the replacement. However, when the technician tested the battery, it turned out to be in excellent condition--very strong and not in need of replacement or charging. This dealership cons customers. They may even intentionally damage your vehicle to make you spend more money. read more

I will never come back to this establishment and will warn people to stay away. Completely dishonest and scummy. They tried to charge me almost $900 to JUST diagnose what is wrong with my car not including the cost of the repair itself. I then called around to a couple other places all told me they were taking advantage of a young women and trying to over charge me. I then called Ken Garff Volkswagen back and said I wanted to take my car elsewhere. Once I said that the diagnose charge all of a sudden fell under my warranty... super shady. My whole experience felt off and dishonest. I was quoted less than half that cost for my repair at another shop. If I were you I wouldn't give my business to a place with such dishonest pricing. read more

I'm still trying to get this resolved. It's very difficult to get anyone to answer the phone or to return a message. What I WANT is a refund for two policies added to my lease that I believed were through VW, but were not. These can ONLY be used at this location, which was not what I was told I purchased. Basically, this was a bait and switch by their finance person, and the only way I found out was trying to use my prepaid services at a different VW dealership. Since these policies were never used, a refund is appropriate and due to me. Resorting to email and social media since they don't answer phones (except sales desk) or return messages. read more

Damon was professional and kind. He was really great to work with. The staff there including Austin and Pete all worked together to help me purchase my new vehicle. I will definitely recommend this place for your next vehicle purchase. read more

This particular dealership site has without a doubt the best customer service that I have ever experienced. I have been going there for the last 15 years and I have bought multiple cars there throughout this time, and I would to say that they have never let me down with their top noch customer service. Jeff Aguilar Lead Service Advisor there goes out of his way to make sure I and my family are taken care of, he makes sure that him and his team go above and beyond to ensure our service and safety are met to the max. Extremely appreciative of what they do, and I will highly recommend them for sales and service. Keep up the amazing work you guys do. Satisfied customer, Oscar Guardado Public Educator read more

Liars. Took my car to another shop and wrong diagnosis their system is on AI so I had to trick the system to make make them pick up the phone. Their diagnosis was 100% wrong. Never going back read more

So i figured out exactly what they did and how to fix it. when I drove the car to Volkswagen the car was driving, smooth and when I got the car back around 30 to 40 miles an hour, the car would start shaking. also, the coolant was leaking, which was not prevalent when I drove it to Volkswagen so I was confused on how this could be two new symptoms. Well how I was able to fix it because I actually know how to fix the car I just didn't have the computer and that's why I wanted the diagnostic, but I ended up buying the computer myself and I figured it out myself through a freeze frame analysis and analyzing the exhaust cam and the intake cam positions, actual and specified. The reason the EPC light was turning on was because the exhaust cam phaser has a locking bolt that had broken and the variable valve timing sensor that senses that exhaust cam had been taken out and then twist it and essentially broken and placed back in the sensing hole and then there is an additional issue with the car, not reaching the proper temperature and once I fixed the coolant hose that had the coolant vent valve that is supposed to stop air from circulating in the coolant line system actually was allowing air in because there was a cut on the coolant line so once I fix the coolant line and I fix the variable valve sensor that never had any problems until I brought it to them then I was able to determine that the exhaust camp phaser need to be replaced because of a broken pin and I also need to replace the water pump because there was some vandalism next to one of the hoses that was leaking that wasn't there before I brought it in. what I truly think this tech was doing was creating a problem were the only way to fix it was to replace the exhaust cam phaser the variable valve timing sensor the timing belt the timing belt tensioner the water pump a new water pump belt, and a few new coolant hoses and also a vacuum hose because the tiny leak that was there before had become a very big leak by the time I left. Anyways, the total cost for me to fix all of these problems was $10 from the junkyard for a new coolant hose off a 2009 Volkswagen and I cut the coolant valve out of the old hose and shoved it in. They used hose, then the temperature started functioning properly, I ordered the variable valve timing sensor off of eBay for $25 and it worked perfectly fine, I ordered an exhaust cam phaser used off of eBay for $50 and so far it's working OK and I ordered a water pump off of eBay for $66 with tax free shipping and then I had to buy the computer to figure this all out that was $220 and I use my $20 AI membership to analyze some of the measurements. The great news is is I never had to adopt the car in anyway and I also never had to go into the advanced functions. This was all mechanical and it was just one and done. Need to fix a few parts that had been I believe intentionally damaged when I brought the car into them. I don't believe the car actually had an issue, however, once you fix a timing belt, and the timing was off by a tiny bit. The sensors do come back on, but when I fix the timing belt on the last run, it actually was OK enough to pass. I just need to drive it for three days and that's what I didn't do so before you bring your car into Volkswagen after you have a major repair make sure you always drive it for three days to see if the codes clear themselves. read more

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I had a simple question for the service department (about a coupon) and obviously the person who answered the phone was in a call center in India or the Philippines. She took my information and advised me that someone would call me back. It never happened even after following up several times. The only person you get to talk to (unless you're interested in buying a new car or willing to drive 50 miles to speak to someone) is this call center lady. Absolutely ridiculous and pathetic business ! Why are they sending out these coupons at all? Are they seriously trying to attract new customers with this kind of service ????? From now on their coupons go directly into the trash. I don't want to deal with a business that doesn't want to talk to its customers. read more

I waited to write a review to see if my car needed KG recommended repairs which it did not and thankfully I took it to another service center that recommended under 200 of repair when KG recommend 3k and made me pay 200 just for looking at my car and keot my car the majority of the day. I was never told if I didn't get my service there I would have to pay an assessment fee. They say well that is common practice, I say then you should definitely point that out at the beginning of the service they have signs all over the place about their financing options but not about their fees. I have called multiple times to speak to the service manager and never receive a call back, they will not give the email address to message them. Yikes never going back, they have horrible customer service and they do not care about their customers! read more

Avoid This Dealership -- Especially Oscar Garcia I don't usually write reviews, but this experience was so bad it deserves one. If you value honesty, professionalism, or basic customer respect -- stay far away from this place. I went in to look at a used Tesla that had just hit the lot. The place wasn't busy, and the salesman was helpful enough. The car only had a 16% charge, so the "test drive" was just around the block. Everything seemed okay -- so after a long negotiation, I agreed to buy it. As soon as I drove off the lot, a warning light came on. I figured it might clear after charging or updating the system, but it didn't. The next morning, same issue. I called and emailed the dealership right away and was told to bring it back in so they could check it. That's when I had the misfortune of dealing with Oscar Garcia, the so-called sales manager -- and hands down the worst, most unprofessional person I've ever met in a dealership. The guy is a walking attitude problem. He looked right at me and said, "You bought the car -- it's your issue now." No ownership, no accountability, no interest in helping. I'd owned the car less than two days and put maybe 70 miles on it. Their own tech admitted they couldn't even diagnose the issue because they aren't Tesla certified. Instead, they told me to make an appointment with Tesla -- more than a month out. When I asked about returning the car or swapping for something else, Oscar refused. Hours later, he randomly switched to being "friendly" and offered to buy it back for $2,000 less than I paid, refusing to cover taxes or fees. When I returned to agree, he changed it again -- now $5,000 less. His reason? Because I "didn't let them fix it," even though they literally couldn't. I went straight to Tesla myself. Within hours, Tesla confirmed a steering rod issue that existed before the car was sold -- and said the vehicle wasn't safe to drive. The repair estimate was about $3,000. When I shared that with the dealership, they told me to pay the diagnostic fee first and they'd "consider reimbursing me." Tesla sent the full report directly to the dealership. Another manager, Justin, apologized for how I was treated and said they'd make it right. But sure enough, Oscar called afterward and said they'd only cover half. The constant flip-flopping, the lies, and the attitude were unreal. After nearly a week of getting nowhere, they finally agreed to unwind the contract and refund my money. I returned the car, handed them the Tesla diagnostic invoice for $105, which they promised to reimburse. Two weeks later -- nothing. When I followed up, Oscar told me they'd "done enough" and refused to return even that. Let me make this clear: Oscar Garcia is a complete disgrace to this business. He's rude, condescending, and dishonest. He will smile to your face to make a sale and turn into a total nightmare once the papers are signed. He has no idea how to treat customers and clearly doesn't care. This dealership sold a defective car, refused to help, lied multiple times, and wasted days of my time. They didn't offer a loaner, didn't offer transport, and didn't show the slightest bit of concern once they had my money. Even one of their own salespeople reached out privately to apologize for Oscar's behavior -- which says everything you need to know about how this place is run. Bottom line: * Sold a car with a known defect. * Took zero responsibility. * Lied and changed their story repeatedly. * Treated me with total disrespect. If you value your sanity, don't buy anything from this dealership. And if Oscar Garcia walks up to you -- walk away. He's a prime example of how not to treat customers and gives the entire dealership a terrible name. read more

$195 to find out why my check engine light was on??? Are you kidding me? I asked why such a huge price for such a simple task "because it takes our tech's time." Meanwhile 6 people stand around in the service center laughing and chatting. Steven in service was cold and clearly didn't care about customer service at all. First and last VW I will ever own, especially from Ken Garff, it has been nothing but problems ever since the warranty expired! read more

Steven was an a-hole didn't even bother checking to see if the dealership had any loaner cars at 8am , management should fire him dude does not care about his attitude , customers , and makes VW brand look bad, I mean just look at him. I called and made an appointment 1 month ahead as they told me Dec 13 would be a day they would be able to work on the recall and give me a loaner car , stating over the phone they would be able to give me a loaner car in person when I should up Steven didnt even bother checking he just shut me down right away being rude with an attitude and dealerships lot was full of cars literally no parking no where lol pretty sure they had loaners . I currently have a recall on my car about the front passenger airbags potentially going off automatically , if these airbags go off I will sue Steven and this dealership for my injuries . read more

Ken Garff Volkswagen - Proof of appointment reservation and recall information. - Car Dealers Near Me - Gilbert, Arizona

Stay Away from This Dealership -- Especially Oscar Garcia If I could leave negative stars, I would. This was the worst car-buying experience I've ever had. I stopped by this dealership to look at a used Tesla that had just arrived. The lot was quiet, and the salesperson helped me right away. The car only had 16% charge, so the test drive was a quick loop. Everything looked fine -- tires, interior, exterior -- so I decided to move forward. After hours of back-and-forth, we agreed on a price, I signed the paperwork, and left. The moment I drove off, a warning light appeared. I assumed maybe the car just needed to charge or update. The next morning, same issue. I immediately called and emailed the dealership. They told me to bring the car in, saying they'd take care of it. That's when I met Oscar Garcia, the sales manager -- and easily one of the most arrogant, rude, and dishonest people I've ever dealt with. He looked me right in the eye and said, "You bought the car. It's your problem now." No help, no accountability, no basic decency. I had owned the car less than 48 hours and driven about 70 miles. I asked if they could at least take the car back or swap me into another. He refused. Their technician said they couldn't diagnose the issue because they're not certified to work on Teslas. The "solution" was for me to make a Tesla service appointment -- over a month away. A few hours later, Oscar suddenly changed his tune and acted friendly. He offered to buy the car back for $2,000 less than I paid, refusing to refund taxes or fees. When I returned to finalize it, he changed the story again -- now $5,000 less. His excuse? Because I "didn't let them fix it." Their "fix" was to make me wait for Tesla. I called Tesla myself. They confirmed a steering rod issue that existed before I bought it and said the car was unsafe to drive. Repair cost: around $3,000. I shared the report with the dealership. Their answer? Pay the diagnostic fee first, and maybe they'd reimburse me. Tesla sent their report within hours confirming the defect. Another manager, Justin, called and apologized, saying they'd reimburse me. Then Oscar called and said they'd only pay half. The back-and-forth was exhausting and insulting. After nearly a week of arguing, Oscar said they'd unwind the contract and refund me. I returned the car, handed over the keys, and gave him the Tesla diagnostic invoice for $105 -- which he promised to reimburse. Two weeks later, after multiple follow-ups, he told me they'd "already done enough" and refused to refund even that. Let me be crystal clear: Oscar Garcia is the problem at this dealership. He's rude, manipulative, and dishonest. He will tell you whatever you want to hear until you sign, then vanish or turn hostile the second you have an issue. He treated me with absolute disrespect and zero accountability. The dealership sold me a car with a known defect, refused to take responsibility, and wasted countless hours of my time. I was never offered a loaner, rental, or transportation. Even one of their own salespeople called me privately to apologize for how Oscar treated me -- that says everything. Bottom line: * Sold a car with a preexisting defect. * Refused to fix or take responsibility. * Lied and changed their story repeatedly. * Treated me horribly after the sale. Save yourself the stress. Avoid this dealership completely -- and if you encounter Oscar Garcia, run the other way. He's the reason people hate buying cars. read more

Lisa was so easy to work with and made the process so painless. She knew the everything we needed to know and helped guide us to the best option. Even the finance guy was super easy and did not pressure us for the extended stuff. And when they did not have the exact model and color I wanted they found it and had it there that day. read more

Ken Garff Volkswagen - Car Dealers Near Me - Gilbert, Arizona

The customer service at this location is THE BEST! Was immediately welcomed upon arriving. Austin was very detailed and patient throughout the whole process, and responded to all and any questions/concerns. He took his time to truly locate what best worked for me and went above and beyond to secure a deal even in my rough situation. I would recommend this team over and over! read more

JEFF IS THE BEST. HANDS DOWN. He always handles anything I need professionally and responsibly. And FAST. I just couldn't say enough good things about Jeff. He's been there 12 years I've been going for 3. Since I got my car I trust him and only him because he is the best there. The mechanics team is great too very helpful and knowledgeable I'm so impressed with the service at this dealership. Anything I've needed they have handled and done it perfect for me. So thanks again to JEFF!! :) you are the best jeff you deserve a million raises !!! read more

I purchased a certified pre owned vehicle from this dealership less than a year ago and sold it in June/July. Afterward, I contacted them to request a refund for my warranty and GAP insurance since I no longer own the car. I was told the refund process would take six weeks, which already seemed unreasonable. Since then, I've emailed the finance department several times to confirm they have the correct address for my refund check, but I have yet to receive a single response. I also called the dealership and was promised a call back, but no one ever followed up. It's very disappointing to see how quickly customer service disappears once the sale is over. To make matters worse, when my wife and I attempted to return the vehicle just a day or two after purchasing it, they refused to take it back or refund our down payment. Overall, my experience shows that this dealership is more focused on making the sale than standing behind their customers afterward. read more

I wish 0 stars was an option. I wish negative stars was an option. Complete shit show of a dealership. Slimy ass salesmen using typical old-school car salesmen tactics. Way under staffed service department. Never answer their phones, never get back to you. Rude as hell... and I mean RUDE. Need warranty work/service? You are looking at SEVERAL weeks-to-months before they even look at your vehicle and, oh ya, your place in "line" doesn't even start until you car is sitting on their lot. So you will be car-less for months. No loaner vehicles. Bought a brand new car from them, sold it 6 months later and took my business down the street because I could not handle interracting with this absolute abortion of a business any longer. Don't even get me started on the vehicles. Absolute trash. Bought a tricked out, brand new, 2024 Atlas and it was probably the worst vehicle I have ever owned. Issues from day 1. Probably would have stuck with it, though, if it wasn't for this god damn dealership. I absolutely dreaded when I had to interact with them (which was, unfortunately, frequently). STAY AWAY!! I REPEAT, STAY THE HELL AWAY!!!!!!!! read more

Kudos to Ken Garff Volkswagon for proving CARFAX with their vehicles! I purchased a used vehicle from them, worked with a GREAT Guy and they showed me the CarFax on each vehicle I looked at! What a nice surprise to see Carfax keeps in touch with you monthly and send you a report showing what needs done and when!! For a 63 senior what a nice idea!! As you can see by my screen shot it is a really nice and up to date report! FYI...Ken Garff employee I worked with was the nicest "used car salesman" .... cracking myself up right here....that you could ask for! (Wish I remembered his name!) Happy hunting yelpers! It is hard to find a "no pressure" car agency so I am recommending Ken Garff Vokswagen because that is exactly how I was treated! Off to the park with my sunroof open, my old lady tunes playing louder than a 63 yr old should and singing LOUDLY not caring who is staring coz I am having FUN enjoying my new vehicle and enjoying LIFE! Deb OUT! XO read more

Ken Garff Volkswagen - Car Dealers Near Me - Gilbert, Arizona

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I bought a 2024 Atlas. I took it home and the next day it wouldn't start. They tested the battery and said it was 'fine'. It wasnt. I had it tested independently, and it was 'dead'. For 6 weeks I asked them to look at it again. I sent them videos of the car failing to start. Nothing doing. In the end, I just replaced the battery myself. Works fine now. read more

Ken Garff Volkswagen - Dead battery straight from the dealer. - Car Dealers Near Me - Gilbert, Arizona

I took my car in because it failed emissions due to the OBD port not working, all they told me when I dropped it off was that it might take a day to look at it because they were backed up, which I was fine with. At no point point did they call me to inform me what was found. I received a text saying it was done and could come get it. Due to having an extended warranty I figured everything was good. I called to see what time they closed and spoke with Steve. I asked if there would be a charge and he told me it was $195 dollars, I asked why, aren't I covered by my warranty and he said because it was pre-owned (certified, with one previous owner who bought it from them as I did) had a security system installed (by them) that unfortunately it fell on me and that's the risk you run when you buy pre-owned. Overall this experience has left a terrible taste in my mouth. Fortunately when we went to pick the car up my husband spoke with Jeff, a very nice guy, who informed him that there would be no charge. I took it to emissions later that morning and because the OBD port had dangling wires they couldn't touch it so I took it right back and Thankfully Jeff was there had it fixed for me quickly so I could go and get my emissions testing done. So thankful for Jeff and the nice man who gives people shuttle rides. Unfortunately dealing with Steve has me seriously debating ever going back for service again. read more

I can't believe I had to pay for a brake recall Volkswagen has known about for over TWO YEARS. I was told multiple times this issue would be taken care of when parts became available. When I finally brought my car in, not only did the dealership act like there was no recall--they made me pay out of pocket or live with awful, squeaky brakes. Even worse, I was told there were no active recalls on my car at all. But when I checked the VW app myself, it clearly shows an open airbag recall--and sure enough, my airbag light came on while driving home. That is a serious safety issue. Volkswagen should absolutely have a record of the brake recall tied to my vehicle, no matter how much time has passed. The fact that I was expected to cover the cost of a safety defect is completely unacceptable. I'm beyond disappointed and no longer trust this brand to put customer safety or accountability first. read more

When I was car shopping, I came to this VW and decided to buy my car somewhere else because of the lack of professionalism. In 3 years, that hasn't changed. I dropped my car off Monday for a check engine light and while the technician was getting my information, the service manager interrupted us to belittle and yell at the technician. He did not apologize for his interruption. When I went to pick my car up, nothing about what had been done to my car was explain to me, I had to pry answers from the tech working. I'm still not sure what was done about the check engine light-- if anything was done. When I asked what I should do if the light comes back on, the advisor said "Bring it back in and maybe make an appointment next time." . Since my service (or lack thereof) seemed to be such an inconvenience to Ken Garff, I think I'll take my car somewhere else. read more

Update: after a few emails that were sent to the gm prior to him responding to this and 4 phone calls he finally called me back. Basically told me there is nothing they can do for me. They can't fix my car or screen. Which controls everything inside my car. Mode, assist, climate, menu etc. he told me he was checking with the service manager to see what the eta on the screen fix would be and he'd get me info for the auto line bbb for my car and he'd call me right back. That was weeks ago. Haven't spoken to Robert Knapp and he hasn't bothered to call me back since. Worst customer service I've ever received. My car has been broken with one thing or another since I got it March 2024 and they won't let me out of my lease or give me the same car of same value. Complete joke!!!!!!!! He also let me know the brakes issue was a world wide known issue that's been going on for a long time and I asked why that wasn't disclosed to me before leasing the car!? That's a major issue not a minor one. And he said not all the cars have the issue. But they hid it and failed to disclose the 2024 atlas cars have serious issues with the screen and breaks! I'm honestly saddened by my experience with volkswagon, Ken garff in general and how I've been treated and just left to pay $1,080 a month for a broken car that doesn't work right until March 2027. Absolutely pitiful. read more

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Marcus at Ken Garf was awesome. He texted me to let me know I could come in earlier if I wanted. Very nice, professional and informative! Thank you ! read more

Good morning - I would give a one star, but I have to say the service department is amazing (Thank you, service department). That said, the finance department, if you buy a car (two in my case), once you sign the dotted line, you can never get them to call or email you back. I am still waiting for a call from December. My issue has been resolved, but no thanks to GARFF finance department. I spoke to Niko, Lisa, Rob...all said, "I am walking over your message to finance right now. They will call you back." Nothing. I finally went up there with my paperwork and a salesperson took my paperwork back to finance. They couldn't even come out to speak to me. I didn't receive proof of what I was asking. Like I told their salespeople when I would call, I know I am just one person and one customer is not a big deal. I don't know if it is because I am woman (maybe I should have had my husband handle it?). Or I mentioned we refinanced my car because my daughter joined the military and we needed to get it her name so it could transport to her duty station and maybe they have something against military? Or the finance department just doesn't care once they get that check. I was not rude; I was not mean. I remained respectful despite the runaround and many months of emails and phone calls not being returned. I LOVE Volkswagen. If this was the first time I had issues with the finance department, I wouldn't write a review, but this is the second time since buying the last vehicle 2 1/2 years ago that finance was unresponsive. read more

We worked with Robert Malone in June 2023 to purchase an Atlas Cross Sport. The car had many issues and we actually traded it in recently. However, we really liked working with him so we decided to come back this week because we are looking for a used car for another family member. When I called, I was told Robert would be there on the day we were coming. When we arrived, he was not there. Instead we were essentially harassed by Nico. He insisted on following us and basically selling us a car instead of us coming back when Robert was in. He was beyond inappropriate, didn't take social cues and just overall a very rude person. We would NEVER buy a car from this dealer due to Nico's rude attitude and immature behavior. I would not recommend the brand Volkswagen or this dealership. read more

My experience with Jeffrey in the service department was quite possibly the most absolutely abhorrent encounters that I have had at a dealership ever in my life. When trying to explain why I was bringing my car in to be serviced he was very rude and condescending, another employee apologized for his behavior only once he left from the desk. I had to bring my car back in for a second time, because the problem was not initially fixed, and his behavior was even more disgusting. None of the other staff member stepped in to intervene, which was very disheartening. I hope that this is not how other customers are treated because this was absolutely unacceptable. read more

Extremely Disappointed with Customer Service - Especially Steve I rarely leave bad reviews, but my experience at Ken Garff Volkswagen in Gilbert was beyond frustrating. I came in with an issue on my certified pre-owned VW that's supposed to be covered under the extended Platinum warranty, and instead of helpful service, I was met with rudeness and attitude -- especially from a service advisor named Steve. Steve was dismissive, unprofessional, and made me feel like I was an inconvenience just for asking questions about something clearly covered in my warranty. Rather than helping me understand the process or trying to get the repair covered (as they should), he acted like I was wasting his time and made no effort to explain or support me. This kind of behavior is unacceptable -- especially from a dealership that sells certified pre-owned vehicles and pushes extended warranty plans. If you value respect, professionalism, and customer service, I strongly suggest looking elsewhere. read more

I had a remarkably easy service appointment. My issue was resolved and I was informed every step of the way. The staff is friendly, knowledgeable, and accommodating. read more

Traded in a lease and were waiting for the check that the dealership owed us. We were told at the time that we should have it in about 3-4 weeks. It has now been closer to 8 weeks, and we still have not received it. Every time we call, they tell us that they already mailed the check. They refuse to provide check information and the Sales Manager literally hung up on me - twice. I will NEVER work with this business again. They are the WORST dealership that we've ever done business with. STAY FAR AWAY!! read more

Have been bringing my car in for service since I bought the vehicle in 2024. Oil changes are fast and service has been excellent. Warranty work also completed fast within a few hours. Great communication by text and can follow up on text with questions. Overall great experience buying and getting service done at this dealership. read more