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Ken Garff Volkswagen Gilbert
Gilbert, AZ
557 Reviews
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Showing 557 reviews
September 23, 2025
We purchased a Platinum Extended Warranty through the VW dealership for our used VW Atlas and were assured it was “bumper-to-bumper” coverage. Around 69,000 miles, I brought the vehicle in because the trans dealership for our used VW Atlas and were assured it was “bumper-to-bumper” coverage. Around 69,000 miles, I brought the vehicle in because the transmission felt like it was shifting rough. The dealership checked it but determined no action was needed. For the next two years, I continued to bring my Atlas to Ken Garff Volkswagen Gilbert for every oil change and routine service. Each time, they claimed to perform a “12-point inspection.” Despite this, at 82,000 miles, they never checked my transmission fluid nor did they recommend a transmission flush—services that should have been part of proper professional maintenance. Because of their negligence, my extended warranty was voided for a transmission replacement. The dealership has admitted this should have been offered, and I even have the manager recorded acknowledging that. They’ve had my vehicle for over three weeks now, trying to fight with the warranty company—clearly aware they made mistakes. In over a dozen inspections and service visits, they never once caught or addressed the transmission issue. After consulting with independent mechanics, I’ve learned I would have been better off taking my car anywhere else for regular maintenance. WHAT A SCAM! Do not buy a VW & DO NOT bring your vehicle here if you value honesty, accountability, or competent service. More
by nicolereidhead
Employees Worked With
Jason Christensen
September 21, 2025
We had the worst experience with service today. We dropped our car off Friday night and had to keep calling to get an update on Saturday. We had to talk to someone in sales for the service departme We dropped our car off Friday night and had to keep calling to get an update on Saturday. We had to talk to someone in sales for the service department to start working on our car. We were told the service staff is half on weekends with only 1 service advisor, Steven Cobarrubias. When we went to pick up the car, we waited for 20 minutes for Steven to say “things are falling through the cracks because it’s just me today”. We expressed our concerns with poor service and lack of communication. We have a Toyota and NEVER have this issue with the service department at Toyota. At this point, I don’t want our VW anymore because of the bad service and I professionalism by Steven. I’d be willing to spend money at a different dealership to get rid of VW. Steve was very rude and passive aggressive. This is a way to lose business now and in the future. I would like a manager to call me back or message me. I have never been treated this way by any auto dealership or service center. I am a business owner and would be mortified if any of my associates treated customers this way. I understand being overwhelmed but I do not understand treating customers with disrespect More
by minon.maier
Employees Worked With
Steven Cobarrubios
September 01, 2025
My son and I took two test drives with the sales advisor by the name of Jack. His professional manner was outstanding and we want to thank Jack very much for the help that he gave us with the purchase of ou by the name of Jack. His professional manner was outstanding and we want to thank Jack very much for the help that he gave us with the purchase of our car. Thank you Jack. You’re a great person. More
by atanasio1966
Employees Worked With
Jack Rasmussen
August 13, 2025
The sales rep, Sam, followed up and let me know when the vehicle I wanted was in stock. He arranged a convenient time to come in and complete the deal. The sales process was efficient and I was in and out vehicle I wanted was in stock. He arranged a convenient time to come in and complete the deal. The sales process was efficient and I was in and out within a couple of hours. More
by jdpalmer
Employees Worked With
Sam Hoffman
June 10, 2025
Subject: Concerns Regarding Recent Vehicle Purchase and Service Experience On May 17th, I purchased an electric vehicle from Ken Garff Volkswagen. Within five days of ownership, I began receiving multip Service Experience On May 17th, I purchased an electric vehicle from Ken Garff Volkswagen. Within five days of ownership, I began receiving multiple system error messages indicating issues with the electrical system and a complete failure of the vehicle’s assist systems. I promptly contacted the dealership, and I was informed that the service department would follow up with me. However, when I had not heard from anyone by that afternoon, I restarted the vehicle to reassess the issue. The same errors appeared, prompting me to take the car to a different Volkswagen dealership that was much closer to my residence. I informed Ken Garff Volkswagen of the situation and my decision to have the vehicle assessed locally. At that point, I expressed my dissatisfaction and concern about experiencing significant technical issues so soon after the purchase, as well as my worries about not having reliable transportation. The dealership informed me that a loaner vehicle could only be provided if the car was serviced at their location. I explained that I was uncomfortable having the vehicle driven nearly 30 miles in its current condition. After considerable discussion, and in light of the circumstances, they agreed to provide a loaner while my vehicle remained at the closer dealership. Early the following week, I contacted the local dealership for a status update, only to learn that Ken Garff Volkswagen had instructed them not to service the vehicle. They had then retrieved the vehicle and transported it—by driving it—back to their own facility, despite my explicit request that this not happen due to the vehicle’s condition. This action left me both frustrated and increasingly concerned about my purchase. I reached out to my original sales representative, Lisa, who told me someone would follow up. A sales manager then contacted me and stated he would no longer be involved. He informed me that I could either retrieve my vehicle and return the loaner or risk having the loaner reported as stolen—despite the fact that it had been provided by the dealership under a signed agreement. Given the unresolved issues with the car, I was not comfortable driving it again without a proper diagnosis. After further back-and-forth communication, the dealership finally agreed to tow the vehicle back to the original service location—on the condition that I sign paperwork stating I would not contact them again regarding the car or its servicing. Feeling that this was my only viable option, and in light of the prior threats and hostility, I agreed. This entire experience has been extremely disappointing and stressful, particularly for a vehicle purchased so recently. I felt compelled to document and escalate the situation, as it raises serious concerns regarding both the condition of the vehicle and the level of customer service provided. At this time, I have been without a vehicle for two weeks with no answers from anyone on a resolution. After dealing with this issues I ask that the dealership return and unwind the car purchase, as I will not make my first payment to the lender to own a car that was sold to me with existing issues. More
by kennedyc
Employees Worked With
Lorin Hansen, Jeff Aguilar
April 05, 2025
Service manager jason is unprofessional. Service system of appointments is horrible. They want your car for 5 days or more to install a software update that vw and other dealers claim abo Service system of appointments is horrible. They want your car for 5 days or more to install a software update that vw and other dealers claim about 4 hours. They have 2.3 rating dealerrating PS.. VOLKSWAGON AMERICA MAIN TOLD ME TO GO TO ANOTHER DEALER AS GARFF IS NOT ABOVE 4.0 RATING OR 80% . AND DIRECTED ME TO AN AZ DEALER THAT IS AT 4.7 % in dealer ratings. JASON DOES NOT CALL BACK AFTER MULTIPLE PERSON TO PERSON MESSAGES AND VOICEMAILS REQUESTING A RESPONSE TO CALL ME..... ALSO... GARFF APPOINTMENT SYSTEM IS A SERIOUS BACKWARDS TYPE SET UP. UNLIKE A DR WHERE YOU HAVE A 10AM.. AND SEEN THAT MORNING. AT GARFF A 10 AM FOR ANEV IS WHEN THE GET TO IT OVER THE NEXT WEEK. NO ASSIGNED TOME AT ALL. I WOULD GUESS THIS NO EXACT DATE N TIME SYSTEM SLONG WITH THE LIES .. MULTIPLE LIES BY JASON AND SERVICE ADVISORS IS JUST A FEW REASONS FOR THEIR SERIOUSLY FAILING GRADE AT DEALER RATING.. 2.3 IS A D+ AT BEST.... WELL BELOW VOLKSWAGONS REQUIREMENT OF ABOVE 80% OR 4 OF 5 ETC PLEASE STAY AWAY. EVEN Volkswagen RECOMMENDED I DO NOT TAKE My VEHICLE TO GARFF More
by Beatlesj
Employees Worked With
Jason Christensen
March 17, 2025
Highly skeptical situation! Within 5 miles of leaving the site(I had an oil change), all the oil blew out of the vehicle. The oil loss affected the power steering and I almost Within 5 miles of leaving the site(I had an oil change), all the oil blew out of the vehicle. The oil loss affected the power steering and I almost wrecked coming off the highway. I paid to have the vehicle towed back and investigated. The official response is that a flange “leak” caused the vehicle to lose all its oil and that the incident was in no way related to the service earlier in the day. (Why didn’t they see a leak when serviced?). I’m struggling to accept the explanation given considering the proximity of events (oil change and oil blowout) and the timeline (with 10 minutes of leaving). More
by dlaw4323
Employees Worked With
Jeff Aguilar, Jason Christensen
September 24, 2024
This is absolutely the worst place to get or service a vehicle! Bought a CERTIFIED used Tiguan traded in my other one and got a LEMON! 2 ACs later and the AC still does not blow very cold 3 weeks in the s vehicle! Bought a CERTIFIED used Tiguan traded in my other one and got a LEMON! 2 ACs later and the AC still does not blow very cold 3 weeks in the shop and now OIL LIGHT CAME ON SAYING ENGINE OFF had it towed to Ken Graff they said it was fixed got home same code and in the shop AGAIN FOR 2 weeks now and ha factory rep involved and still not much news back. SAVE YOURSELF THE STRESS AND BUY SOMEWHERE ELSE AS THIS PLACE AND SERVICE IS A JOKE! More
by Kerry
Employees Worked With
Jeff Aguilar, Jason Christensen
September 12, 2024
MY 9 YEAR OLD SON AND I WERE HELD UNLAWFULLY AGAINST MY WILL FOR SO LONG I HAD TO FILE A REPORT WITH GILBERT PD. Since the Arizona Attorney General Kris Mayes is cracking down on predatory sales practices WILL FOR SO LONG I HAD TO FILE A REPORT WITH GILBERT PD. Since the Arizona Attorney General Kris Mayes is cracking down on predatory sales practices by dealerships in the Valley I will now be filing a formal complaint with the AAG and BBB. I started looking into purchasing a new Jetta after I was rear-ended on 3/25/24 thinking that my current car would be totaled. As I have never owned an automatic vehicle in my 26 years of vehicle ownership, my only requirement was that I wanted a manual transmission. Robert Malone texted me on Friday, 4/5/24 stating "I have 2 GLI manuals coming in at towards the middle and end of the month". Not having heard back from Robert, on 5/16/24 at 1452 I made an inquiry though autotrader.com asking if the manual GLI I saw advertised was still available. Ken Garff VW called at 1459, and after confirming that I would be test driving the manual transmission GLI I made an appointment for a test drive for 5/18/24 at 1200. My son and I arrived earlier than expected at 1130. Even though the manual Jetta was on the lot, Robert pulled a bait and switch on me, telling me that the manual transmission GLI wasn't available to test drive because it had "no fluids yet", but offered to let me test drive an automatic GLI next to the one I had scheduled to test drive instead. I should have insisted on testing driving the manual transmission or walked away instead of test driving the automatic GLI. After the test drive, Robert asked me for my drivers license, insurance information, and my car key so he could start writing up paperwork. I told him AGAIN I was only looking to test drive a vehicle that day, not purchase it, but gave him the items he requested at 1230. That was the last I saw of Robert Malone. From then on I was made to deal with Nico and his manager Adam. Adam came to talk to me stating that my credit score was in the 600's and that he was trying to get me approved with a 691 credit score to obtain better financing. Next, Nico approached me with paperwork stating he was giving me over KBB for my trade in. I explained I was not ready to trade my vehicle in, and asked for my key back stating that I wanted to leave. My request was repeatedly ignored for two hours. My son was hungry. I was asking for my car key back approximately every 20 minutes, each time with a different excuse. I was visibly distressed and was having such an extreme panic attack that I had to take my anxiety medication. I called my mother in Phoenix and explained explained the situation. She said she would be on her way but told me to call Gilbert Police to report that my son and I were being unlawfully held against my will while waiting for her. I finally called and filed the report at 1422. The officer arrived approximately 20 minutes later. I let him know that my mother had texted that she was about 15 minutes away, and that I was comfortable with him leaving. Once my mother arrived, I was given the key to my vehicle. Adam walked us out at approximately 1530, when I noticed that they had parked a new white Tiguan from their inventory behind my car that prevented me from leaving even though I had my car key. THIS MEANS THAT THEY UNLAWFULLY HELD MY SON AND I AGAINST MY WILL BY REFUSING TO RETURN MY CAR KEY, AND ALSO PHYSICALLY BLOCKING MY CAR IN WITH THEIR NEW INVENTORY. I received letter dated 6/4/24 from the Finance Department denying my application. It stated: Dealer obtained a credit report - YES. Dealer obtained your credit score - YES (it was over 691, so that was another lie) Dealer obtained info from a third party re: creditworthiness - NO Dealer submitted your application to finance sources - NO So, I was held against my will for hours "waiting on financing" and they hadn't even sent my application to their finance sources. Their sales practices are UNLAWFUL and UNETHICAL. More
by katherine.e.sheridan
Employees Worked With
Adam, Nico, Robert Malone
