Service Department at Ken Garff Hyundai Downtown

Reviews

Reviews are sorted by relevance, with the most helpful and insightful feedback listed first for easy reference.

  Chaston Alber
a week ago
Disappointed in the sales communication. We put a deposit down for a 2024 Santa Fe XRT in January with an expected delivery date of 3/5. We test drove another tier of the Santa Fe in the meantime and were concerned by the lack of info the sales rep knew about the vehicle as we time corrected him on several of the features the vehicle offered. We were never contacted with any updates on the vehicle unless I initiated. This became frustrating when I blocked time on my work calendar for 3/5 only to find out the vehicle had been delayed another week when I called the day before to verify it had arrived. This followed suit several times before I was assigned to a manager. This is where it got interesting. The manager had no affiliation of us to the brass matte XRT the dealership had been allocated and he scrambled to snag another one from Young Hyundai (I verified with Sandy Hyundai who was communicating with us better overall but did not have the color we were hoping for). They informed me the vin I was given by the manager had been reallocated to Ken Garff just shortly after I spoke with a manager. Seemed as though they had double booked our car we were so excited for. We experienced several more delays that were before the vehicle finally arrived on 4/11 and we were assisted by the original sales rep who had not communicated any info before. The final sales process felt as though they were just trying to collect a paycheck. The sales rep barely said a word throughout the process and zero incentives were offered despite the poor experience we had.

  Anabelle Selway
3 months ago
I had booked an appointment for servicing and to replace back brakes. I had specifically stated what work needed to be done on my 2010 Hyundai Accent and made a 10 am appointment in order to make sure the parts will be there and I could be on my way by noon.6 hours later, I am still waiting for my car to be returned to me. Since I live beyond the 15 mile radius, I couldn t get a lift home and they do not have loaner vehicles.I will not come back to this location : there is a lack of transparency on when they start working on the vehicle and how long it will take. The appointment scheduling system needs to be improved and service done in a more efficient manner.This is the second time I had to wait for an entire day for routine work. Although the manager offered a complimentary alignment, my time was more valuable than the money I could save. Never again.

  Elisabeth Orozco
2 weeks ago
They lost my title and registration papers of my car. I get scheduled maintenance here in Jan with my advantage care. They check my air filter via my glove compartment and let me now if it needs to be replaced. A few years ago a similar issue happened when I found my papers on my seat after my appointment. This time they were completely lost . It happened in Jan 2024 and unfortunately I kept my donation receipts for the incoming tax season in there . The result was I lost hundreds of dollars in tax deductions and now I have to pay to get my registration and obtain a new title copy. I contacted their service dept 3 times and got ghosted. What a fuss and have to remind myself not to go back here ! They do have very quick maintenance service appt , in and out in less than 2 hours!

  Mara Haight
4 months ago
I had a very disappointing experience with Ken Garff Hyundai. After taking my car to them several times this year for the same issue (check engine light on - hybrid system warning) and being charged over $1,500 in miscellaneous repairs and diagnostics I am forced to conclude that they are either intentionally misleading or incompetent. This most recent visit they tell me the battery is dead and needs replaced. This battery is a year old, so I express my concern that this does not seem the likely issue. I then take the battery to the automotive supply store where I purchased it, and they test it only to find it s at 97% and fully functional. When I let the technician know this and asked them to run additional testing, they refused. In the end I was expected to pay $200 for no answers and no work done on my vehicle. I will not be coming back, and would caution others against visiting this service center.

  Robert Espinoza
2 months ago
They did a alright job, I only used the service department for some maintenance, they were very easy going so that was a big plus, I was outta town and my car was gunna be there for a good while longer than it needed to be, they allowed a car deteler to go in and detel my car, my biggest complaint was communication, it was almost entirely lacking unless I called them, they missed looking at stuff and I had to remind them of it, so just on communication they could definitely use major improvements

  Lance Webb
5 months ago
Been going to Ken Garff service department for over 7+ years now since we purchased our 2015 Hyundai Sonata. For the most part we've liked the service.Dropped off the car mid September. Told them there is a serious power issue where the car suddenly shuts off while driving. We wait a few days and they get back to us with all other issues - could not find the power issue. We tell them again to drive the car and turn on the heater. It will shut off.Several days later: nothing. I call back and they tell me they will update me later. Still nothing and then proceed to tell me the guy who was over my ticket is on vacation. Why not just pass it to another customer rep? Anyway, have to wait for him to get back to finish this whole thing.Anyway, he finally gets back to me and says its an expensive fix mixed with some minor fixes: oil leak, ball joint repair, etc... We say fine. It's repaired a week later and they inform me we also need me to bring in my spare key cuz the supervisor who initially test drove the car lost my keys. What is going on here? Lol. First time its ever happened. Had my house keys and all on it. They apologized when I picked up the car and gave me a complimentary car wash. I was a little miffed and annoyed at this but said, whatever, it is what it is. I asked the customer service guy there if they test drove it again to make sure the car wasn't shutting off. He said yes, they had a tech drive it down to draper. All is good. Great! I was as happy as one could be after spending 2K on repairs.I left the repair station and drove south on main street when the oil sign started flickering intermittently. It was going crazy. I could smell oil when i turned on the heater. I called them immediately and asked them if this was normal. they said bring it back immediately. I did and they say the oil seal they repaired broke. GOOD HELL PEOPLE. I'm being pretty damn patient but come'on!!! Three weeks you've had the car. You promised you drove it and it took me a 5 minute drive to see the oil leak??To reiterate: I REALLY tried to be patient. But losing my house keys, with no compensation, the lack of customer support or lack of organization when one leaves for a vacation, and the oil leak after a costly repair really left me with a bad taste in my mouth.UPDATE 10/16: Been a week since we got the vehicle back. Power problem we paid $1200 to fix started right back up today.UPDATE 10/31(had to update initial review due to character limit): Got our car back yesterday. They took the car for about a week to test it again. They kindly gave us a loaner car, which was nice. But sadly, they could not fix the electrical issue. At first they couldn't find it, and when they did find it they said it was not a safety concern and would, I quote "let their family drive the car".I said, that's fine, I'll check the issue myself since its a vehicle I don't regularly drive. We drove it that night and to my shock, when the dashboard flashes due to the electrical issue, so do the headlights, off and on. I wonder if they'd still let their family drive it after that? Just crazy lol.I looked up the issue myself on Hyundai forums and found two possible culprits - non of which were discovered by Ken Garff - but are common among the cars from Hyundai.Basically I'm done with Ken Garff. I know the manager left a message below but that was about it. When I messaged him he told me he'd pass it on to the service manager.I understand Ken Garff's motto is "We hear you", but "hearing" you and "listening" are two different things. I paid $1,300 to fix an electrical issue and it was not fixed. So what did I pay $1300 for? If I could get a refund I would. After 7+ years of being a loyal customer I'm done.Service: Electrical repair

  Ode
a year ago
My 10-month-old 2022 Hyundai Kona has a dead battery that won't charge. I have jumped it and let the car run and tried to trickle charge it but still won't charge. I pulled the battery out of my dead car and got a ride to the dealership to try and exchange it under warranty. Daniel the service advisor told me I need to put my dead battery back in the car and drive it to the dealership because he can't test my battery out of the car. Then he's going to need my car for 2 to 3 hours for a battery test. I just took my battery to O'Reilly's Auto parts and they tested my battery in 5 minutes and told me it was bad. The customer service at This dealerships service department is some of the worst I've ever had, be advised.

  Carissa B
7 months ago
Terrible customer service!Came to get my car after being serviced- before closing and the techs had left for the day. My car and keys were there and the car was done- but they wouldn t give me my car because the tech hadn t signed the paper work!!!!! I had to take a 30 min trax to come and then just take trax back since they wouldn t give me my car! So inconvenient! And we tried calling multiple times and every time we are 20+ in line and then never get a return call back after leaving our number to get a return call! They are booked out about a month for any warranty service! And they just can t be bothered to speak with you on the phone. So frustrating!

  N. O.
a year ago
I took my car in for a problem with a door sensor. I wouldn't expect to have your car back the same day as mine was there for 3 days. But they were very nice to work with and very good with getting back to me with updates and questions about cost. I also appreciate the video they send you during the process. Joe was exceptional to work with in particular!

  jordan ainslie
a year ago
Update: Did an oil change at another location and they didn t mention the $1,800 dollar issues this location did. Definitely if this place says you need work get a second opinion!!!Went in for oil change but given my car back WITHOUT OIL. NEVER take your car here. Let s start with it took a month to get in for an oil change and a new fuse. They always find something wrong to fix. Funny how they didn t mention what they found last time, which I still haven t gotten replaced. But this time Alex working on my car says my sway bar and an axel needed to be replaced. For ~ $1,800 I told Joe I wanted to call around to get some quotes, which he replied with it is a Hyundai part so others wouldn t be certified. My car s finished and come to pick it up. Joe drives it to me and hands me the keys. I start driving when I notice my oil light being on. I go back and Paul takes a look while talking to a client about going out for drinks and doesn t find anything wrong. With Paul and Joe standing there he say it s probably a code that needs to be cleared as oil level looks good, no leaks, and can t find anything. Come back in the morning and we will clear that code and you ll be good to go as they didn t have any techs being close to closing. They walk away and I pull the oil stick and check it and there no oil. They would have me destroy my car, if I drove away!! A tech Josue walks by and verifies no oil. He drives it back and puts 4.4 quarts/5.1 capacity so they claim it wasn t completely empty. Being at close to close, I drive home and call back in the morning asking for a manager where I get handed Hayden saying he s the manager but really he isn t. He was nice but telling me probably no damage was done and that s not how they do things here and would need to talk to his guys. I call back another time asking to have Tony call me back. It s been 2 weeks and still haven t been able to get a manager to reach out. They no longer send surveys out it seems either I wonder why? Look at the reviews of this place lately. Can t even do an oil change or catch they messed up going through ~4 employees hands before I have to check my own oil?!? They don t care about your car and they don t want to hear your complaints about taking care of issues they cause. DO NOT COME HERE!!

  Kenneth Zinda
a year ago
The experience was exemplary and Laura in service was beyond words or measure! She was absolutely phenomenal, courteous, professional, and kind beyond anyone I ve experienced in customer service. She went out of her way to provide any and all needs to correct any issues that arose. All the staff were extremely helpful, kind, considerate, and fully committed to doing the best job possible. Profoundly appreciate and have tremendous gratitude for this establishment! Would highly recommend Ken Garff Service Downtown.

  April Radford
a year ago
DID NO WORK AND DAMAGED MY CAR! I would give zero stars if I could. I made an appointment a month in advance and left my car with them for five days to perform several services, which I specified and understood in great detail, knowing that they'd have to perform another diagnostic but that I was giving ample time based on the diagnostic I had done a few weeks before. After following up for four days after dropping my car off, I was still never given a quote. I called multiple times and was sworn at and yelled at by Paul for asking them to send me a quote, and eventually to just forget it because it was now less than 24 hours from when we had agreed for me to pick up the car and there was no way that the work would be done in time. I didn't want my car to be in the middle of a service when I needed it back. After the first time that I was hung up on, I called them back with my older brother present, and Jason answered and took him a lot more seriously, but eventually he asked "are you an attorney" and when he responded with "why would you ask that question?" he hung up immediately. I had to call the next morning between flights back to Salt Lake, when I was helped by Daniel, and he was very cooperative and agreed to have my car ready when I got there. I tried to get through to Tony, the manager, several times with no response.HERE IS THE KICKER! When I picked my car up there were 90 more miles on it than when I left AND a new chip on the windshield. I am considering a lawsuit.

  Jennifer M
a year ago
Unfortunately I m never coming back here or buying another Hyundai after my experience here. The paint on my car is peeling after purchasing it here 5 years ago. I called and left messages for the dealership 4x with the lady they said was in charge of warranty claims, never got a call back. Finally made time to stop by in person and they sent me to the service department (not who they sent me to when I called). Everyone said this would be super easy and Hyundai would fix it no problem, but I was told by Paul that I had to go to Ken Garff auto body and they would take care of it. They gave me an estimate and sent me back to the service department for them to submit the claim to Hyundai. Everyone was suddenly confused that I was back and was expecting the auto shop to take care of it? But then they told me I had to leave my car with them and pay like $200 for them to submit a claim to Hyundai, but no one could tell me how long my car would be there. I tried to call and speak to someone in charge like 2-3 times to get a straight answer and Daniel the assistant manager was never available when I called and never called me back. I ended up leaving my car there. Paul called me a few days later and told me Hyundai rejected the claim. I get it, he doesn t control that. But I didn t feel right about it since everyone said it looked like a factory defect given that the paint was peeling from the primer and they do this all the time . So I called Hyundai customer service to see if they could help and they never received a claim. Called the service department back and they also couldn t find the claim that Paul sent. I asked what I should do now and just keep getting shuffled around and no one can answer my questions. Even Hyundai customer service said this should be covered even though I m outside of my warranty because paint should not peel from primer in 5 years. Hyundai Customer service is going to help me work with a different dealer to try to figure this out. But I ll never purchase another vehicle from Ken Garff. They brag that they hear you but never call you back and can t answer basic questions.

  Becky Simpson
6 months ago
Had oil change to day I was told they did oil change changed filter and rotated tires paid 68.00 and no oil filter or tire rotation Was looking to upgrade to new car but will take my service somewhere else I may be old but not that old to be lie to by three different people one being service manager

  Bryce Larkin
a year ago
I bought my car here from rocky almost 10 years ago and had it serviced there ever since. Now I will NEVER go back. After I already paid $160 for a diagnostic, they came back after a compression test and said that all four cylinders weren't holding compression, my piston rings were fried and I needed to pay them 10k for a new engine. Logically I asked them to do a leak down test to confirm it was piston rings and not valve seals, head gasket, timing belt, etc. They Responded with well we can get you a good price on a trade in or as Paul put it "I know a guy who can help you out." They wanted me to pay an additional $160 dollars to do the diagnosis that I've already paid $160 dollars for (which they refused to do). To me this STINKS of saying a problem is too bad just to try and convince you to buy a new car or for them to try and buy the car, fix the simple issue and resell it for more money. THIS PLACE HAS TURNED INTO A SCAM! Now when I went to pick up my car the service manager told me that he would investigate and call me in the morning. Guess what, no call and my money gone for nothing.Best part is when I started it up to put it on the trailer I brought, the car operated just fine. They will consistently lie to you so you'll buy a new car or to get you out of the building when you call them out on the lie.UPDATE! Just got my car back from an independent mechanic. The only thing wrong with the car was a bad coil on cylinder 3....a $300 Fix. This is after Ken Garff told me all the coils were fine and i needed a $10,000 new engine. I will be going in to seek a refund because SURPRISE! I was lied to and the service I paid for wasn't even performed.Service: Auto engine diagnostic

  Tyler Hales
a year ago
I only brought my car here because it was the soonest my car could be worked on. I scheduled my service using the online tool saying I need a clutch replacement. I drop my car off the night before and leave my key in the box so I didn't have to worry about it the morning of (appt was at 7 am). I don't hear from anyone so I call around noon. They hadn't touched it or even found the key. The parts weren't there ready for the service I told them I needed almost a month in advance. There was very little communication outside of me calling them. They didn't have a loaner car for me to use while they had mine for a week and a half, a week longer than I had planned for. Just a stark reminder of why I don't use dealership service centers...

  Catherine M
a year ago
It feels like need to hire more or better help. Every time I ve called the wait has been 10 or more minutes, and they ve never helped solve any issues. I was told for a minor fix it would be 3 weeks or more. I end up going to a different Ken Garff.

  Robert Andrews
5 months ago
Very helpful. Printed out a list of recalls for my car. I will need to call and schedule a day to get these taken care of.

  Dwaine Smith
a year ago
My car developed a small oil leak after the last oil change. So I took it in without an appointment to show them, and they went right to work on it. It was because of a defective oil filter and not their fault. Defective oil filters are rare, but happen. My car was ready to go in about 30 minutes. Overall a good experience!

  Ray Smith
2 years ago
I took my car in at the appointed hour. Gary checked me in. He told me it would be done in a day. Three days later, they had not even started the work. Finally got ahold of the service manager who told me gary never even checked in my car and it was sitting there untouched due to Gary s errors. Stay away from them! (Especially Gary )Services: Transmission, Electrical repairServices: Transmission, Electrical repair

  Java Joe
a year ago
I have used the Ken garff Hyundai downtown location and the south Town location for my service needs on the Hyundais I've owned and I would say the past year or two the service quality has gone down significantly yet I'm paying even more for everything. You'd think they'd be paying and attracting the best talent for service advisors and technicians but that clearly isn't the case. It wouldn't surprise me if most of what I pay is going to enrich executive management as revenues at Ken garff auto group are in the hundreds of millions. I understand staffing shortages are an industry wide problem but you'd think a huge dealership/body shop chain like Ken garff would be able to pay attract and maintain the best talent. Sadly they are missing the mark big time. Take care of your employees well both pay and benefits wise and they will in turn will be more likely to want to do the best work for their customers. I'm questioning why I stayed so loyal to Ken garff Hyundai after some of the poor service experiences I've dealt with the past year or two.Services: Brake service & repair, Battery, Oil change

  Korynn E
3 years ago
Bob was able to text me and keep me updated while my car was being repaired (my car was vandalized). He was great to work with and got things done when he said he could. I am definitely going back to get my car serviced there!

  Tina Gregoire
3 years ago
I bought a 2015 Hyundai Sonata from them. It was a great, simple experience. They were willing to work with me over the phone because I was not in Salt Lake. Mo was great at handling the financial aspect of the deal. Overall, fantastic experience.

  Logan Howard
2 years ago
They do not give honest answers regarding the time table for your car. If you have questions they will promise to call you back, which they never do.

  Jiannys Flores
2 years ago
Super nice staff and know what they're doing.

  Curtis Helbach
2 years ago
They always fit me in for service when I need it. They are very professional and keep me posted. Very nice employees. A nice and clean waiting room + wi-fi

  Marc Christensen
2 years ago
Bought a new Hyundai a few months ago. The experience has been great. Good deal on a great car and good follow up service.

  Brian Allen
2 years ago
Good prompt service. A little slow and higher price but seem honest. They know what they are doing.

  Jon Solomon
2 years ago
Very nice people and the work seems good.Pro tip, the appointment maker isn't so good with timing.

  Nick Brening
a year ago
Good service. Just wish wait times weren t so long on the phone