Service Department at Ken Garff West Valley Ford

Reviews

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

  Jeff Carlson
9 months ago
Had an appointment for a recall job. Was told it would take 1-1.5 hours. Checked back in 2.5 hours later, was told they were working on it and it would be another 20 minutes. Walked around the lot for 30 minutes and noticed my vehicle sitting outside. Went back in and a different advisor told me that they had just now gotten a part in they were waiting for, so now another 45 minutes. About 2.5 hours later my vehicle was done. All and all was there for almost 6 hours for a job I was initially told 1.5 hours. I was offered a free oil change next visit, I just wish they would have been honest all along.Service: Brake service & repair

  Kelley Parker
9 months ago
Brandon Barbour is one of the best service writers to work with and usually knows what the problem is just by the symptoms. I only take my truck here to have it serviced and have never been disappointed. Definitely recommend this service center if you need anything done.

  Epic Engineering
5 months ago
Luke Lindsay is the best! He goes above and beyond to make sure everything is taken care.Services: Transmission, Electrical repair, Air & cabin filter replacement, Auto engine diagnostic, Transmission repair, Air conditioning, Brake service & repair, Battery, Oil changeServices: Transmission, Electrical repair, Air & cabin filter replacement, Auto engine diagnostic, Transmission repair, Air conditioning, Brake service & repair, Battery, Oil change

  Jason Smith
9 months ago
Unfortunately, I have to give this dealership/service center 1 star.They did not oil seal the gasket making it impossible to get off. Additionally, they stripped the screws, requiring me to take the entire skid plate off.Service: Oil changeService: Oil change

  Terrance Osborn
2 years ago
All I had was 2 keys cut and programmed there. The staff was very friendly to me at the time. The programming is a flat rate of $55 for as many keys as you want, and that is a great deal! The laser cutting is $40 a piece, and I understand that even though I think it is a little steep. My total service should have been $135 plus tax. I paid for it and left. However, after I got home I looked at my charges and they charged me $6.60 for shop supplies. They did not tell me that they were going to sneak in extra charges for their service. That is not fair to me. For that reason I will actually not use their service again even though they are friendly, it is the principle of the matter that they are unfairly charging you for items that you do not use or get in return.

  Michael Jones
9 months ago
So I have to admit, I was apprehensive when Ken Graff took over this dealership (formerly Henry Day). We had always had good experiences with the staff at Henry Day, both when buying cars and when getting service... so when it came time to trade in and we stopped by the change in ownership took us completely by surprise.Compared to Henry Day, the buying experience was just okay, but not nearly as friendly or efficient as we'd gown used to. Then when getting cars serviced, we found a few changes that added to our concerns, notably the dropping of the online check-in for the Quick Lane, and a number of staffing changes seeing folks move around to different roles and/or ultimately leaving the dealership.But even with those negatives, the service side specifically has a few good points that deserve some recognition. I absolutely love the fact that I get texted updates while my vehicle is being serviced. It makes it easy to answer questions, make decisions and get other errands or work done while waiting. They also send a link to a report of the service job, which includes a video attachment of them walking through the inspection on your car and pointing out what looks good, areas that might need future attention, and any problems that are found.For me, the thing that pushed them over the edge however is that they took Ken Garff's slogan of "We Hear You" to heart. My car has been having issues with the 12v battery draining since shortly after I bought it a few years ago. The battery has been replaced several times under warranty, but previously it was always insisted that it was just a bad battery, despite my repeated requests to test for parasitic loads due to there being many online discussions pointing to known technical bulletins from Ford about that being an issue with this model.When the issue arose again recently, I had to take the car in for the first time since the ownership change... and what a difference. They immediately agreed to keep the car overnight and found an issue with the radio draining the battery... and ultimately ended up keeping it for a few days as they proactively tested and addressed issues until they were confident that the drain issue was resolved. It was definitely refreshing to not have it passed off immediately as just a defective battery, but to have them listen and be willing to investigate and validate my concerns, and ultimately resolve the issue.Updating in July. 2023 to add that so far, service visits continue to support my review above. There are still some changes happening as they move things around, but the system they use to facilitate the appointments (Tekion) works well and streamlines the process, allowing you to receive immediate updates while your vehicle is in for service, download a copy of related documents and pay your invoice in a matter of seconds. Staff have been friendly, helpful and professional throughout.

  Cody Eldridge
2 years ago
Awesome! Every time I come here they are super courteous and helpful! No issues and the service is always top notch too! I can get a free coffee and do actual work from the waiting room. Comfy chairs and a restroom at the ready. West Valley Ford kicks butt! Thank you for making my regular van service not suck!

  Lisa Evans
2 years ago
Went in for an oil change and tire rotation. Jessica was there to great me as I came in.. she was friendly and helpful with other questions I had. I was surprised to receive a text message from Jessica with a link to a visual report from Mike covering the oil change, condition of breaks and tires. Also received a text when the service was complete. Pick up was just as smooth. Customer Service was exceptional. Thank you!Service: Oil change

  Skyler Cain
3 years ago
Took a used truck I purchased in to have an oil change and inspection. They found a few critical things we needed to fix and also a recall. They offered great options for fixing them and worked with me to find a good path forward. The gas fuel door got knocked off while they were cleaning it and they are replacing it for no charge. Very straightforward and upfront about everything.

  Damian Reed
a year ago
Took my Fusion in here to get the drive belt and tensioner replaced. The crew is awesome and professional. They had my car done in within the space of 3-4 hours (pretty fast for a drive belt/tensioner replacement). Highly recommend this dealer as well as the other Ken Garff dealers. They have always been professional to me and others I know!Services: General repairs & maintenance, Engine repair

  Adree Dimond
5 years ago
I loved that I could walk in and get my car's emission inspection and oil change done without an appointment. The technician certified to do emissions even stayed past his initial quiting time to check my car. And, I brought my 15 month along, and it was the most enjoyable time she's ever had at a mechanic shop - they have a kid's waiting area complete with Bean bag chairs, iPads, and puzzle toys. It did take about an hour for my car to be finished (which seems a little long), but it was an enjoyable hour so I didn't mind. If I had the ability to drop my car off and come back later, I wouldn't have even noticed that it took an hour. I paid for the oil change service plan - $99 for 3 oil changes (which I think is a good deal) - so I'll be going back.

  Helen Martinez
2 years ago
I was very pleased with the service I received on my car, even though it was at the dealership 3 and half days waiting for a part that they air freighter in.. They covered the towing fee and lyft rides to and from my home. They were quick to update me on the progress! All in all the the car is back to normal again! Thanks Service department at Ken Garff Ford!

  John Collings
4 years ago
I would like it if Ken Garff lube and service shop would quit taking appointments that you can not honor. The reason to make an appointment is to save time of your customers. I checked in at 8:50 am with a 9:00 am appointment. A tech drove my vehicle through the service bay roughly at 9:15 and parked it for 50 minutes. The tech then brought the vehicle in and changed oil and did the recall work on the computer. Finish time at 10:45. That would be great if I just came in with no appointment. Unacceptable for someone with an appointment. Then after talking with the service manager about the long wait, I found out he has no customers service skills. I'm not looking for free stuff other than an apology and a commitment to try better. If you want to keep and get new customers, it begins in all departments but mostly in your service department.

  Lacey Nelson
4 years ago
They do pretty good work. I've sat there a couple hours for an oil change before even though I had an appointment. They forgot to reset my miles for my oil change and I had the warning light come on. They were fine with me bringing it back to fix it but it took a few guys looking at it and way longer than it should have (apparently only one guy knew how to reset the miles on my Ford). Since it was a Ford dealership, I figured they should all know that kind of stuff since they do it every day.

  Michael Madsen
3 years ago
They are very professional. They listened to what I needed done and were quick and effective in handling them. They even found an issue I was not aware of an provided enough information for me to make an educated decision on. I like how they use technology to help build trust and understanding. They take COVID-19 precautions to ensure a safe experience.Services: Tires, General repairs & maintenance, Oil change

  Alexandra McNaughton
5 years ago
These people are friendly even when I was stressed they kept trying to lighten the mood which was appreciated. They were quick as well which was necessary because of my job. I am glad I bought my car here. Great customer service. Nice clean waiting areas. Everyone is polite from the moment you enter the parking lot!

  Cathy J
2 years ago
I needed to put air in my tires but was unable to get the stem caps off. I bought the tires from KenGarff last year so I called them and explained the problem. They told me to come on in whenever it was convenient for me.When I got there Ryan and his wonderful crew worked at getting the caps off but it was a little trickier than just twisting them off. Some how the caps got stuck so they had to take one of the tires off to get it fixed.Ryan was amazing at keeping me posted on what was happening. He and his crew were so kind and patient.Every time I have gone or called KenGarff, I have always been treated with kindness and respect.Great job folks and thank you.Service: Tires

  Kathy Clark
4 years ago
I have my car serviced here when I get regular oil changes and tire rotations and have always been happy with the service. Unfortunately, I had some things go wrong with my vehicle recently, and John Lott in the service department went above and beyond in being helpful! My car was still under warranty and it could not be fixed in time for a planned trip out of town. I was given a loaner, which was brand new and loaded....it was a fantastic ride and made my trip that much more pleasant! They will send you texts to give you updates on the progress of repairs, and you can always contact them via text if you have questions. They will call Uber ( and pay for it) for a ride home (and to return) when you drop off your vehicle if their courtesy shuttle isn't available. Ken Garff is by far the best auto dealership I have ever been to!

  Lee Tripp
2 years ago
The service was very good, but the free wash was horrible. When they called me to get my truck, it was wet like they had used a water hose to clean it and it was not wiped down. Also, there were some bird droppings on the hood and the side and they were not even wiped off. When I got home I had to get a wet cloth and wipe the poop spots off the vehicle as well water spots that had dried and also clean all the windows. I WOULD NOT RECOMMEND THE WASH, AVOID IT AND GET IT WASHED WHERE SOMEONE REALLY CARES.

  Abraham
4 years ago
These guys have never failed to be professional and timely! If I ever have a maintenance issue, they are are guys that know how to fix it! They will work diligently on the vehicle to make sure that what ever caused the issue in the first place is addressed. This review was a long time coming as they have been very helpful every time I have come to see them.

  David Kendall
a year ago
I took my 2015 Ford Explorer into Ken Garff West Valley Ford as I had a small antifreeze leak. They sent me an estimate of $186. One week later I get my vehicle back with a new invoice for over $5,500 for repairs that I did not authorize..!! Four brand new $200+ tires and sensors, all new rotors yet they just sanded down the old brake shoes..!! New water pump and even new spark plugs..!! No calls, no notification and no authotizatiin from me..!!Services: Tires, Brakes, Brake service & repair

  Clifford Sackett
3 years ago
Service department was very helpful but we have been having a lot of trouble with the sensors for backing up to detect people walking behind or vehicles behind our vehicle and the pre-collision alarm will go off when you're just sitting there idling. And the seat adjustment does not want to stay adjusted from one driver to the other so we will have to see.

  Ken Gardner
3 years ago
I bought a new truck from Ken Garff West Valley Ford about 6 months ago. That went pretty smoothly. In fact id give that a 5 outa 5. friendly, helpful, transparent, great communication. Come up on time for my first oil change so I schedule an appointment 2 weeks in advance. I also wanted to have a performance tune installed on the same day. They had the parts in, set aside, and assured me it would be no problem to get it done in a day. So I made an appointment. They said they had an opening at 7:30AM. Great. Ill get up early and they will have PLENTY of time.I arrive at 7:30. Check my truck in, and inquire as to an ETA and the total cost of the service and the install of the tune. Rod tells me he will call me back after I leave with a total cost. Sounds fine, they certainly have plenty of time.12:00PM, nobody has contacted me with an update on cost, So I call them. Nobody has looked into it at this point and I am quite certain that had I not called the issue would have been ignored entirely. At this point, every effort I have made to spend $1000 extra dollars has been basically ignored. Ryan searches around for the parts, eventually finds them, and reassures me that everything will be wrapped up by the end of the day. Keep in mind, I have brought this truck in at 730AM. They have now had 4.5 hours to patch a tire, change the oil, and install this tune.4:45PM, I recieve a call from Rod again, now i need to log on to the Ford performance website to fill out some information, and the truck will not be done until tomorrow. "Well Rod, i have a computer right here, im sure I can fill out something real quick for you guys, surely we can get this knocked out tonight" "No the service department is open till 6 but the techs leave at 5, it will be early tomorrow, but it has to be tomorrow". Was not offered a rental for the night, was not offered a ride, was not offered an apology. When I arrived to pick up my truck at 5:30PM, they had the audacity to tell me it would be another 15 minutes so they could wash it. Again, what have you people been doing all day. Needless to say I did not wait around for what I am certain was a really earth shattering car wash.So at this point I understand, Time has no meaning at Ken Garff Ford. words like "Today" "tomorrow" "this afternoon" ........meaningless. I brought my truck in at 7:30AM and they informed me that nobody had rolled it into the bay until 3:00PM.......what the actual F&(K is the point of making an appointment. When they say "we have an opening" what they actually mean is "it doesnt really matter when you bring it in, we arent going to work on it until we are damn well good and ready and we dont respect YOUR time enough to keep you updated." Anyway, I opted out of the tune. Kept my thousand bucks, and I will be taking that and all future business to a different Ford dealership. Im mostly disapointed because I did enjoy the sales process here. I would recommend anyone looking for a new vehicle work with their sales staff, but the service was awful. End of rant.Services: Tires, Oil change

  Flor de Retama
4 years ago
Terrible customer service. Took my car to my mechanic and he found that there was a recall for a part that needed to be fixed. Called Ford and was told that our car was under a recall warranty. We made an appointment and took the car in and the tech told us there was nothing they could do due to the check engine light not being on the dashboard. Told us we had to drive our car around until it came back on risking further damage. They could have just checked the engine log history for the code they needed but they refused to look at it.We took the car to Larry H. Miller Ford in Draper where they had far better customer service and professionalism. They took the car in immediately and serviced it.It was extremely frustrating to have been given the run around. (The account s under Harry Thom.)

  Eddy Erautt
4 years ago
HORRIBLE EXPERIENCE!!! If I could give this place 0 stares I would! I would never recommend them to anyone nor will they every get any business from me! We had made a deal with salesman Darrell Frank and manager Chris Carmody on a F-150. I even have the email from Chris stating the vehicle was marked as sold . The fallowing morning when I was finalizing the financing I could not get a hold of anyone! I ended up getting a hold of Darrell and he delayed me by saying he really thinks they could beat my already approved interest rate and proceeded to take down all my information to run my credit......again I didn t hear back from them so I went to calling and calling again. The next day I got a hold of Chris and he informed me the truck had sold!!! I asked him how!? I had his email that is was marked sold He told me they got more money for it! What a joke this place is!! Worst part is he told me Darrell had known it was sold but still took my information to run my credit as if I was still moving forward on the truck!!! And before Winston (GM) chimes in on this review as he does on several, I contacted him first to ask if this is how they do business and he had no comment! He replied to me right away when I asked if he was still the GM but once I told him my experience and asked if this was typical business procedure he had nothing to say.....well I say STAY AWAY!

  Crystal Meador
4 years ago
Every time I go here it s always a mess. I pay for the advantage care package. They never wash my car and say they did. They usually give me a print out and they didn t this most recent time. I ve had a hubcap fall off the same day they did they tire rotation. It s nothing but problems when I leave. I will not return. Put your money elsewhere. It s not worth it to go here.

  Evan Nielsen
6 years ago
My father and I went in to look at cars for my mother and had the privilege of working with Rudy. He was a true professional. Having worked in car sales myself for just over 4 years, I was highly impressed with my experience. Rudy was personable, honest, transparent, and showed hustle. He not only cared about earning my business, but showed that he cared to recognize our needs, and valued our time. Purchasing from Rudy was an easy decision. The sales and finance managers were also very nice, though their names slip my memory.

  Shane Whitlock
4 years ago
We always get great customer service here. Crews work quickly to make repairs and perform services. They have a huge waiting room with free coffee, water, and sodas. Their snack machine had never worked, so don't bother with it.

  lester snieder
2 years ago
These guys used to be extremely good but since Kengarff to come over the quality of repairs and budget friendly has gone out the window. They can t diagnose your problems and they keep charging you each time you come in until it breaks

  Ryan Newton
2 years ago
My car is only months out of my bumper to bumper warranty but 4k miles under and I still got dinged for the O2 sensor. They should have covered that.Here s an update 12/11/21; it was fully covered under warranty but they charged me anyway.