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August 2024 by Tony Martin
My son in law purchased a SUV from this dealership. Air conditioning went out. They had the car for a couple of weeks before they Supposedly fixed it. AC worked for less than two months and leaked all the refrigerant out again. They couldn’t get it back in for a couple of weeks and when they did get it in, it would be a couple of weeks to repair. He and my daughter have a 18 month old and can’t be without air. No rental car offered. Terrible customer service and I wouldn’t recommend this dealership to anyone.
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August 2024 by Jack King
Overall a good experience with this dealership! They listen!
Service managers are awesome. Actual service itself is variable. Sometimes it goes smooth - other times, sadly, not so well. After some fairly extensive climate control work needed on my 5 yr old car, this resulted in my finding broken plastic clips in the cabin, along with a number of misaligned trim panels. It's sad that most vehicles built today are fabricated with a "disposible" mindset. More disappointing though is finding evidence of rough "ham handed handling" of my high $ property.
Techs - please try harder and keep your integrity and finesse high! Treat each car with respect and care at a level better than you would your own!
Leaving this at 5 stars because the front of house staff here is awesome. The guys in the shop need to be put on notice though.
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August 2024 by Charles Woodall-Pike
I had an incredible experience at this dealership recently. Tristan was very friendly and helpful with all of my questions and concerns. I was truly amazed and impressed with the service, and I left with an amazing deal on a new vehicle.
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August 2024 by Daniel E.
Scott in Parts was very helpful, patient and adamant about finding the the right part I was looking for. He did a fantastic job and I greatly appreciate his efforts.
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August 2024 by kimberly stambaughs
My experience with Ken Garff Volkswagen in Gilbert has been a complete disaster from start to finish. From the moment I drove off the lot, my car has been plagued with persistent mechanical issues. Each visit to their service department has resulted in only additional visits.
Since purchasing the situation has only worsened. My car is currently in their shop for an issue they initially stated they would cover, but I’ve been told twice that they would not honor this commitment. I am unsure why their management team would continue to have me bring my vehicle down to inconvenience me. It’s clear that their goal is to avoid fixing anything as much as possible. To make matters worse, my warranty confines me to having repairs done only at their location, which has proven to be a frustrating and ineffective policy.
I’ve also encountered significant issues with their management team. Despite my attempts to resolve the situation, I’ve received little support from them. When I initially spoke with the sales manager, the service department only advised that the core beam and engine cover needed replacement. However, upon taking the car back for what was supposed to be fixed, I was informed that more than the core beam and engine cover needed to be repaired, and additional repairs were now required. Why was this not defined the last time my vehicle was reviewed and inspected. This ongoing issue makes me feel wholeheartedly that the service department does not properly inspect vehicles or address issues comprehensively.
I even had to pick up my car after being told all repairs were completed, only to find that one of the specific issues I had raised was still unresolved before driving it off the lot. I had to wait while the mechanic returned to fix it, which should have been done right the first time.
The service and accountability at Ken Garff Volkswagen are shockingly poor. If you value your time, money, and sanity, do yourself a favor and avoid this dealership.
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August 2024 by Berkan Alanbay
I bought a brand-new Tiguan from Ken Garff Gilbert 4 days ago. While my initial experience with the sales team was pleasant, I’ve faced significant issues with their service department.
Shortly after my purchase, I discovered a nail in my tire near the sidewall. I reached out to the dealership to determine if I have any type of road hazard protection through Volkswagen or the dealership. Despite this being a straightforward question, my experience has been frustrating.
Over the past 24 hours, I’ve spoken to five different sales associates, none of whom could provide the information I needed. I was assured that a note would be left for the service manager to get back to me, but no one has responded. I am still waiting for a call from the service department. My follow-up calls have been equally unproductive, as even the sales advisors couldn’t reach anyone from the service team.
This lack of communication makes me concerned about how my 2-year and 3-year maintenance plans will be handled if they can't address a simple query. In contrast, when I contacted Berge Volkswagen, I was quickly connected to their service manager and received the necessary information without delay.
I wish I had read reviews about Ken Garff Gilbert before finalizing my purchase. Their after-sales customer service clearly needs improvement. I hope they address these issues and enhance their service team’s responsiveness to better serve their customers.
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August 2024 by WebHead Aerial Photography
Checked out a BMW on their online inventory, liked what I saw, and Niko hooked me up! Even threw in some extra stuff after we signed everything before I picked up the vehicle.
Experience was fantastic, loved the sales team, even Pete (the guy you sign your life away with, lol) was a cool guy to chat with during the signing process.
Only thing I wish was improved was the interior condition when I picked it up, detail guys left some smears and fingerprints on the gloss; I ended up finishing up the interior.
Vehicle is in fantastic mechanical condition, and definitely going back when it’s time to upgrade the wife, lol
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August 2024 by Bob Jerrell
Great to deal with but now I am being threatened for past due payment on my trade in. Hasn't been paid by ken Graff Volkswagen yet fifteen days and counting.
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August 2024 by Sabine Michael
My VW Tiguan with 6000+ miles experienced a problem and I had it towed to the dealership. Sadly, they didn't have a loaner so I had to be picked up by my husband. We were originally told that it would be several days, but I received a call back from service advisor Steven Cobarrubias after 2 days that it was ready. While they did not find an error code and tried to replicate the issue I encountered, I had my 10k svc done early and left the dealership confident that I was in good hands there. Very satisfied with my very first service encounter with the dealership where I had purchased the vehicle. 4 stars due to unavailability of loaner this time. And I received a prompt call back on the same day I had left vm so no complaints here. Thank you.
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August 2024 by Tao Han
Staffs are friendly and professional. Especially the sales expert Tristan, he is very patient and professional, explained everything to us and willing to listen our request and try his best to make it work. We won’t make the decision to purchase the car without his great efforts.
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July 2024 by Spencer Frame
Had a Lisa from sales contact me a few times over a month about purchasing a new VW. She was nice at first, and I would have loved to get a VW, but eventually decided to purchase something more budget-friendly. She asked what I decided on, and when I told her, she laughed at me over the phone questioning my purchase. If you like being embarrassed and belittled for not choosing what the sales team wants you to buy instead of what's best for your family, by all means, go here.
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July 2024 by Marcus Johnson
The associate was lackadaisical and uncaring. The work was done, but they neglected to clean my car. I am disappointed.
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July 2024 by Randy Moussavi
It's not very often that you leave a dealer VERY satisfied after purchasing a pre-owned vehicle. We had that experience here! I bought a Jetta for my daughter last month and it was one of the best outcomes I've had in many many years.
Lisa in sales helped us; she was just incredible, the best I've ever seen. She was very knowledgeable, understanding, and I felt that she had our back. She was on top of the entire process, made sure that few concerns were addressed and delivered the car with utmost diligence and courtesy. Thank you, Lisa.
Everyone across the board was extremely nice to deal with, including Zack in finance. We didn't feel pressured at all when closing the deal and that was very refreshing.
Thank you all for your help.
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July 2024 by Anna J
Lisa was my saleswoman that helped me buy my car, I was very impressed with her, she was fantastic. However, the finance department was extremely disrespectful and unhelpful. I would be aware of that before you buy an expensive vehicle from them.
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July 2024 by Franklin Evans
Unless you’re getting sold/upsold don’t bother.
