If I could give a lower rating to this dealership I would! This place is the absolute worst dealership I have ever conducted business with. Unfortunately, I've gone to Ken Garff Kia on 3 previous occasions because they were the closest to my home and each time it was a disappointment and unpleasant experience. The staff is very condescending and rude. They do not give you the time of day and treat you like an inconvenience, especially the Service Advisor Jahan Halaby. She acts like every question you have is an inconvenience and the way she speaks to customers in person and on the phone is absolutely unacceptable and disrespectful! How she has a job in customer service is beyond me. I honestly should have known better than to take it there for anything else but again it was the closest location in the east valley.So, I made an appointment today, May 31st for 9:00AM for a Transmission flush and a tire pressure light, 7 hours later the service had not been done, according to Jahan the transmission needed to "cool" before they began working on it, mind you it was already sitting there for 5 hours. The service department closes at 4PM so after not hearing anything for almost 2 hours, I had my husband take me to the dealership at 3:40PM. They couldn't locate the keys and finally found out that it was still being worked on! When they finally brought it around it was 4::15PM and the tire pressure light was still on, I had to flag someone down to fix it because Jahan could not be bothered, she simply carried her belongings and pizza boxes to her car and left, not once acknowledging or speaking to me on what the issue was. Apparently it was my problem to fix and not hers. To make things even "better" they did not even wash it or service the outside or even vacuum the floor mats! Nothing was done. This place is a joke and a horrible company! I will never visit them again because I refuse to give them my time or money. I will happily go else where and I'm filing a complaint with their Corporate offices. Stay away from this dealership and go elsewhere. They only care when they're selling you the car, after that they treat you and their crap vehicles like trash! Elizabeth C. read more

Steven Cobarrubias was absolutely amazing! I went in and told him what I had going on and he made sure to work around my schedule so I could get my car fixed and get a rental. He was the best at communication also. read more

Great buying experience but then you'll never hear from them again when you have a question. read more

Ken Garff Volkswagen - 2024 VW Cross Sport - Car Dealers Near Me - Gilbert, Arizona

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STAY AWAY! DISRESPECTFUL TO MY CAR! DISRESPECTFUL TO ME! I made online appointment for oil change, check-engine light, trans & radiator fluid change ( all spelled out in detail on their portal ) Arrived and was greeted by Marcus who asked if I had an appointment. Yes, I made it online - he could not find it then he asked if I was there for an oil change, I said yes but I also had other items like check engine light to which he replied, "I don't do check-engine lights!" ( I thought he must be joking - I am at VW! ) he seemed very perturbed with me for having other service items and left without a word and went inside - came back a couple minutes later and said, I can try to have someone look at it but your car will need to be here all day. I said it needs to be done and he briefly hand wrote down my service requests as he still could not find my reservation. Even though the online portal seemed to remember my car from the last time I was there. I then proceeded into the waiting area for about 3 hours - no communication - nothing coming from Marcus. I had an appointment on the other side of the freeway at 1130 and headed back to Marcus to ask about a ride - he checked with a man sitting across from the service advisors - he said he could not take me at 1130am when I requested as he needs to be available for customers who may be needing a ride at that time. ( wait, I am a customer needing a ride at that time! ) so I said ok, what about right now? - They both looked at each other - flummoxed - and agreed to take me then - for the 2min drive. I took an Uber back as I did not want the hassle and found him sitting still across from the service advisor Jeff. I went over to Marcus and asked him about an update. He said he had nothing for me and had transferred me over to Jeff - who looked up and said angrily, didn't you get my text? - I said yes, I rcvd a brief text and I thought it was from a mechanic as all it said was "this is Jeff, I am servicing your trans" nothing about all the other requests or status of the check engine light. The whole thing was very off putting as there was no communication, no estimates, no computerized summary - so I asked Jeff and he said yes, they are working on it all. I went back to the lobby and a few hours later I looked up and saw my car parked out front. I went to Jeff and he said yeh, its done. No explanation of services or costs - he did offer me a printout which I read over carefully and it all seemed ok - they fixed and serviced everything so I started to feel relieved until I went out to my car and found it had been "test-driven" with 2 occupants in the front seats and they had greased up both sides. They amassed 11 miles during their joy-ride along with changing every setting, data display, radio stations and burned thru almost a quarter tank of fuel with hard turbo charger driving. Drivers side did have seat and floor protector but both had been twisted carelessly to the side leaving fresh grease on the leather seats, floors, seatbelts, shifter, knobs, seat belt buckles. The passenger side did not have any seat or floor protectors as usually it does not take 2 people to test drive and it also had grease everywhere including the side door panel. My car had been driven hard and trashed on both sides. - IT ALSO NOW PULLS SLIGHTLY TO THE RIGHT! I am a VW enthusiast who keeps my car clean inside and out and never drive it abusively. They left the car with the radio blasting at full volume - as if they really want to show their disrespect and piss off their customers in every way possible. If Ken Garth were only aware of how his customers were being treated it might explain his declining sales. I will never go back even if they offered me a free alignment! These guys in the service department have zero class, communication skills, follow through, respect or even love of cars let alone VW. It's as if they hate their jobs along with all their customers! read more

Thank you Dustin in Parts/Service for assisting me with the battery replacement in my VW key fobs. It was close to closing time for you, and I came into your department majorly frustrated with my DIY you tube adventure at battery replacement for my Toureg keys. You were amazing! Calm, polite, reassuring and able to solve my problem in minutes. Our trip to Mexico, scheduled for the next morning, did not have to be delayed because of dead key fob batteries. ¡Muchas gracias Dustin! and Ken Garff Volkswagen! read more

I took my Passat in for a diagnosis on a Thursday and 2 Thursdays later after calling multiple times someone finally reached back out to me. It was a broken fuel pump. After receiving my vehicle back my console screen wasn't working and the service manager said. Sorry these things go out not our fault but we can schedule you in to get it fixed. What a crap business this place is. Customer service is horrible, please take your business elsewhere. Yes also tried to reach out to Robert Knapp but good luck with that. Everyone who complains or writes a bad review receives this generic response and that's as far as it goes. read more

Made a deal on a truck over phone sent all of my info including financing pre approval. I was out of state buyer. They sold truck to another party after I bought plane tickets and already made a deal with them. Buyer beware do not use this dealership. They do not keep there word on a deal. I urge you to not ever buy a vehicle from them. They dont deserve to be in business jack rasmussen is a scam artist salesman. Do not buy from them read more

Came here to say what most already have, horrible service department. The buying process is easy, but what they don't tell you is how difficult it will be to get anything repaired on your car whether under warranty or not. We purchased two vehicles from this dealership and within a year have had to replace both. Mind you they were brand new. Would not recommend buying here due to service department. read more

I had such a positive experience with my lease on a new 2024 Atlas Cross Sport. I worked with Rob Malone and he was awesome! Very knowledgeable on all things VW and was a breeze to work with. He made the experience personable and fun. I didn't feel pressured or pushed and was very transparent about what I wanted. Working with Alex in finance went great, they were able to make magic happen for us. 10/10 would recommend! read more

They must be taught to lie and say yes we have that car on the lot. When you show up they say follow me to my desk and say " we just sold that this morning" even though it's only 10:00 They then say "well you wouldn't want that one anyways it was smoked in". Where the listing said nothing of the sorts. I know this is a sales tactic because I went to 2 VW dealers the same week and received the exact same responses. All the way down to "well that one was smoked in" read more

DO NOT TRUST Ken Garff VW in Gilbert! They sold me a car with a blown head gasket. The repairs are in excess of $4,500!!! The car cost $6,991 at the time of purchase before additional tax/license. I had the car for 3 months and drove it approximately 1,000 miles. They could care less! This is not frustration! This is criminal! read more

I'm beyond irritated with the service department. They did not properly fix my issue and I've called multiple times and been told Jeff would call me back, but it's been 48 hours of nothing. I live out of town and now they want me to come back in 3 days when I'm already heading home. If you didn't fix the issue the first time shouldn't that be a top priority to get back in?? Unprofessional and lazy. read more

Jeff, Steve, and Jahan are great service writers-and honest. How do I know this? I was once a writer also. The staff at the dealership have always treated me well and their sales tactics are no pressure. You are simply informed as to what you need and the choice is yours-same with the auto sales side of things. Even though I may pay more than I would at an independent shop in some cases I have the peace of mind that I'm taking my VW to the people who essentially built the thing and know it best. read more

So I called for a simple question. Do you have availability this Saturday to do "x"? It's a 30 minute job but does require a dealership. All she had to do was say yes or no. Instead she takes almost ten minutes with me to create an account. So I'm under the assumption the answer was yes we have availability. After all that she tells me no. Wouldn't it have it made sense to first see if you have availability before wasting both our time. read more

Horrible customer service-service advisors act like they could care less and as if you are bothering them by asking up follow up questions. I've never encountered customer service this awful anywhere else. I wish I could go back in time and not purchase my Volkswagen. I also own a Ford Expedition and am always treated with respect and kindness there, unlike this Volkswagen dealership. read more

I concur with the other reviewers on the poor service. They make you wait weeks to get an appointment, just to tell you to wait another 5 days for your car to actually get looked at. And this is just "how it's been the last 3 years". Well then perhaps you need to evaluate what you're doing wrong as a company because it's not working. They encourage you to go to other dealerships for the work. I won't ever buy another VW again. read more

Started off on a bad note a year ago when I bought my Tiguan. Swore I'd never return to the dealership after the complete condescending attitude of the finance department. I'm due now for an oil change and made an appointment a week in advance. Stated I'd be doing it over my lunch break and waiting for my vehicle. I rearranged my clients today and when I showed up for my appointment they stated it would be a two hour wait!!!!!! For a simple oil change. Service lady was less than pleasant. At checkin I mentioned that I have a bad odor coming from my AC unit and asked if the service technician could possibly look into it. Right away she told me that the service for the odor would be $99. At this point I left and will support other businesses in the area and will not return. read more

I did not like the process I felt like I was persuaded to buy this car and every time I want to return the car, they kept on giving me the cold shoulder and saying no it's too late. I called maybe five days after the deal. Also, this car has giving me major problems at 20,000 miles. The turbo went out making the car go into limp mode if you buy a car from his place, take your mechanic with you or someone that knows about cars. The manager is very unprofessional and unfair. Never buy a car from this place ever again. read more

Lisa from Sales was amazing. She made the car buying process so simple and easy. I honestly don't think I would have gotten a car if I didn't have a good experience and she made trading my car sound simple. Truly recommend her to any buyers/traders. Will definitely give her my business again. read more

No regard for customers at all. Service advisors lie to you as your car sits in the back parking lot not being worked on. Had written instructions for the service department to look for root cause of uneven brake wear. At the end of a bunch of smoke being blown about leaving the car all day and needing another appointment new rotors and pads were recommended. THAT IS NOT WHY THE CAR WAS BROUGHT IN. People could not comprehend or chose not to listen that only one rear pad was gone and the other was fine. I already had pads and rotors replaced and their recommendation was to do it again. Really? Not look for root cause. These thieves sell you a prepaid warranty then treat you like trash rather than honor it. What a joke. It's more than likely a caliper issue. We had an appointment booked for three weeks and then get jacked around when we show up. Terrible business. No honor and no commitment to product sold. read more

I am glad you are looking into it, but it has been 3 days and that is the same statement on multiple complaints which are followed without any further information. You/Your team has yet to even reach out. It appears that customer service is just not your thing. I'll just follow up with VW directly. read more

My son-in-law bought a car from the dealership. Has had nothing but trouble with his air conditioning. It was fixed once after two weeks of looking at it. The AC quit six weeks later. He tried to get it back in and they were two weeks out. He and my daughter have a 18 month old son and cannot go without air-conditioning. They have been borrowing vehicles to get by. I would recommend staying away from this place. No star from me but it won't let me leave a star out. read more

Ken Garff is most ethical dealer in both sales and service that I've encountered buying and maintaining cars. Our family purchased our first of many vehicles from them starting in 1984, long before we relocated to Arizona. When they recently acquired Earnhardt VW aka San Tan VW, we were confident that quality service at competitive prices would continue. I'm pleased to report that the same great service with competitive pricing exists here as before. read more

Service department is terrible on communication and no way want to even try to help solve your problem. They had my car for a month in may to fix the AC. Now the AC has the same problem been waiting for over a week for a call back and each time I call I just get the run around and no one gets back to you. read more

We bought a VW Jetta on Friday evening and on Sunday evening the little upper detached part of windshield cracked. It is defective and VW needs to recall it before someone gets injured. This glass is not tempered and what I think happened is from sitting outside in the heat all say and then cranking up the AC the extreme temp change caused it to explode. Because as we were sitting in the car in park mode, a big explosion/pop occurred. I walked into the dealership very upset and the Manager Adem insisted I go through MY INSURANCE because HE thinks a rock hit it. ( Because thats exactly what happened to his Jetta) Proving my point this is happening to other Jetta's. This part needs to be recalled immediately. I explained that's not what happened to us , a rock did not hit us. But he refused to listen. Customer service is non existent AFTER you purchase the vehicle. I would not recommend to purchase your car here. Customer satisfaction and safety is not their first priority. Making a sale is all that matters. If anything goes wrong you are out of luck. Simply put, they just don't care. read more

Ken Garff Volkswagen - Upper glass windshield - Car Dealers Near Me - Gilbert, Arizona

They really sold getting the 7yr pre paid oil changes and tire changes. I bought it for around $1500 dollars. I am in for my 3rd oil change and now they say they can't find the pre paid in their system. So they are charging me full price until they can verify it on monday. Unacceptable. They should have access to all records for volkswagon. Even if they changed owners read more

For anyone in the Phoenix metro area I completely 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 thankfully customer. Steve and Jeff do what they say and say what they do and that is all I ask. read more

I was in a car accident and needed to find a replacement on a strict budget. Niko was so helpful throughout the entire process sending me listings for cars as they came in. He was never pushy and respected my time and budget. I appreciate that very much because buying a car is a stressful process. Thank you, Niko!!! :) read more

Horrible service department! I brought my car in for an oil change and to address an AC issue and was told they couldn't even look at the AC because they were "too busy". Then I was told it would need to be in there for weeks to fix the issue and there were no loaner cars at the time but I could schedule a month out when they would have vehicles. The appointment came and lo and behold there were no loaners and they offered no other solutions besides to book out another month when they may have one. Where is the customer service? How do you not know when a loaner comes back? Or at least offer to address the issue same day so I wouldn't need a loaner in the first place. I was told I would get a call back twice and no one ever did. Do better. read more

If you care about your investment do not take your car to this dealer for service. The service department here is terrible. You need to make an appointment weeks in advance, then once you take your car in 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! read more

The negligence and poor inspection requirements, caused a blowout tire while on the freeway. I recently purchased a vehicle here, two months ago. I made the mistake of trusting that the inspection they perform on the cars they sell, is to make sure the cars are safe for customers to take home. They sold me a car with 7 year old rotted tires. When I called, they asked me to bring the car to the dealership for them to look at the issue. The manager stated that he didn't understand how this car passed the inspection with such tires since they do not pass inspection with tires older than 5 years. (He later changed and said those specs were only for certain vehicles) After I took the car to get the spare fixed, I shared the comments the tire tech made about the old tires. The tech said "Yeah, these are very old and have been on here for a while, they're dry rotted" I would recommend you consider changing all 4" When I mentioned I just purchased the car just two months prior at a dealership down the street he said: " I'm surprised a dealership sold it with these tires, they're really bad" he said "Be thankful it was the back tire and not the front one, it could've been fatal." Later sharing my experience with my friend, I found out her husband's sister died due to a front tire blowout. You can only imagine how I felt. I have invested $1,000 in 4 new tires for a car a haven't even made a first payment on. They ended up giving me $500 towards the tires. That's how much putting a customer's life at risk is worth. Moral of the story: Don't trust them. Ask for the inspection report and take someone with you that has knowledge on how the dealership works. They are perfectly fine with putting your life at risk with no hesitation. Pictures: The tire was wrapped on the wheel and the car and caused damage. No, there was no comment on the damage. read more

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After months of looking for a car for our 16 year olds 16th birthday, we thought we had found the right car. Came in, checked it out, fell in love with it and decided to go a head with purchase. Father and mother signed and consigned for the car. Was told that they had a bank/financer for purchase. Paperwork, everything asked for was sent in and signed. Said everything was good to go, came and picked up the car! 2 weeks later we get a call saying the loan did not go through. Now how does this happen? Was so persistent on us getting all info in, money, signed and all the other stuff that is needed to be financed and sold us a lie. Why were we sold a dream that wasn't reality? It hasn't just been a financial strain but it has been an emotional one at that. Why let people get their hopes up thinking a purchase and or loan is good on their end when it really wasn't? Not to mention the preparation that was put into it to keep it a secret and surprise for our daughters bday. I know how dealerships work but didn't know they worked this way as well. Be careful always dealing with any dealership. Or anyone you never really know but what they sell you. They will be quick to devalue your vehicle as soon as it is driven off the lot but as soon as they ask for it back it will be right back to original value if not more. You never know where your "newly purchased" vehicle has been. Luckily ours has been kept still in a very safe spot until reveal. And now having to pay cash for something they had originally told us was ours through a loan. With our hopes and dreams not as pleasant as when we first left the dealership. Money will never be enough for me to have morals. read more

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

We went into this dealership after test driving a Hyundai down the street. We only had a few hours left of our day off (kids were in school). Tristan greeted us and was so nice, not pushy at all. After the experience we had down the street where the salesperson didn't seem interested in helping us at all, this was exactly the kind of help we needed. We were serious about looking at the Atlas, but didn't think we would actually have the time to commit to the process. We were upfront with Tristan about our time limitations and what we needed the financing to look like, and he took it seriously! Got us in and out so quick, we drove home in a beautiful new atlas that we love! This is my 4th VW, 3rd VW dealership and by far the best experience we've ever had buying a new car! I would highly recommend this dealer and ask for Tristan! His VW knowledge and kindness is rare to find now days! read more

I don't leave reviews very often, but the service is so poor here I feel like I need to. I had my car serviced here last month for an oil change and had a check engine light on that they told me I would need to leave the car for several weeks before they could get to it. I said that wasn't possible because I drive my vehicle everyday. At that time they said if I was unable to do that I could schedule 6 weeks out for an appointment to address the check engine light. Today I brought my vehicle in and they asked I was good to leave it for a few days? I said no I drive my vehicle everyday and that is why you told me to schedule an appointment 6 weeks to avoid having to do that. I left and said I would take my vehicle to another dealer and she simply said "ok". Horrible customer service! Who does that? Not accommodating at all. I guess business is booming so much they don't need my business. Do they people have a different vehicle for everyday of the week? read more

Jack gave me the best deal and best service for a new vehicle. thank you Ken Garff Volkswagen. the new Atlas is smooth and comfortable to drive. looks great as well and also fuel efficient read more

By far the worst car and worst service I've ever experienced. In August 2020, I bought a brand new 2020 Jetta from this dealership. Since then by AC had broken in the middle of over 100° degree Arizona summer 2 years in a row (last year and this year). When my husband and I tried calling to get it fixed we were put on hold with the service team then put on hold again for another service team. Then they said we couldn't get it fixed until August 7 (how they expect me to survive in the Arizona summer for 2 months without AC in my burning hot car is beyond me). When we asked to speak with a supervisor they put us on hold again and then HUNG UP. I'm in shock. I'm never buying a Volkswagen again and definitely never using this dealership. read more

Service. My vehicle has a known issue with a NHTSA advisory. Apparently, this service department doesn't read those. The issue can only be replicated at certain temperatures, but I was told the techs would just drive it around early in the morning then move on to the 10 other cars they're working on. Shame this dealer is close to my house, but I won't be coming back. read more

false claims for fixes required. didn't test vehicle when giving back after service (had to return to be fixed). poor communication, no call back after inquiry...do better. read more

We have been dealing with Jeff Aguilar since 2013 and found him to be highly professional and honesty. If Jeff would go to another VW dealer, we would change dealerships. Can't say enough about Jef, he is great. George and Mary Jane Cox/San Tan Valley read more

Took my Atlas in for the 50K maintenance, air bag recall and my check engine light had just come on. I scheduled my appointment for Wednesday 4/24/24. When I arrived no one in the service department bothered to look up from their computers. It felt like I was an inconvenience to them. Jahan was assigned to my vehicle, at that time I was told they would need to keep my car 3 - 5 business days, specifically to do the recall and check engine light diagnostic. I had no choice I had to leave it, a heads up regarding the timeline would have been great prior to dropping the vehicle off. Within 2 hours the 50K service was done, they wanted me to change my brakes for $646.22 I declined because I just had them replaced 10 months ago. She told me she would have an update on the check engine light in the next day or so. Come to Monday April 29th, no call no text updates at this point from Wednesday 4/24 at 3pm. I reach out to Jahan regarding an update. I waited 3 hours with no response so I call instead. I was told by a gentleman in the service dept, the part had come in and my car would be ready by Wednesday. Tuesday 4/30 at 4:22 pm Jahan responds to my text and tells me the part had arrived and my car would be ready on Friday. Apparently the person on the phone on Monday and Jahan on Tuesday had no clue what was happening. I waited. Thursday afternoon I got a call my car was finally ready. I pick it up at 5:30 pm and drove straight home 8.3 miles. The next afternoon I drove it to get my emissions done 12 miles. I get in line to wait my turn and the check engine light comes back on. I drive thru the emissions bay and immediately call Ken Garff VW and explain that I just picked up my car the night before and the check engine light was back on. I needed to bring my car back. The person on the phone told me that the service department was experiencing an increased call volume and that their next appointment was May 16 - over 2 weekd from that time, I requested a call back. While waiting for the call back, I called Chapman VW ( I bought the car from this dealership) explained the issue, they got me an appointment Monday morning 4/29. They fixed the car, sent me a video of everything they checked (imagine my surprise when there was no issue with the brakes) the check engine light issue was fixed and I had my car back Wednesday 5/1. All this to say I have not received a call back from the Ken Garff Service dept (it is 5/23) as I requested on Friday 4/26. I will not be returning to Ken Garff to purchase a car or for service. I will take the 40 mins drive to Chapman, their customer service is wonderful. read more