Ken Garff Hyundai Surprise

This dealership is the absolute worst. i got my car back in february 2023, they charged me about $18,000 more than what it was worth. I got so screwed. i should have never excepted it and i got my car back in february 2023, they charged me about $18,000 more than what it was worth. I got so screwed. i should have never excepted it and i should have walked out. i was also told that in 4-6 months i could just refinance. that was a xxxx lie because i tried to after 6 months and they person told me i couldn’t refinance because i am upside down on the car. it is a horrible dealership. not a single person cares about you! all they want is money. and i know every place is like that, but this is ridiculous. More

My significant other Phillip and I bought a car from this dealership on 7/17/2023. The salesman, Josh, was great and after going back and forth over the phone for a while, we agreed on a cash price for the W dealership on 7/17/2023. The salesman, Josh, was great and after going back and forth over the phone for a while, we agreed on a cash price for the White 2022 Honda Civic Hatchback we were interested in. We completed the negotiations over the phone due to the distance from the dealership and wanted to make sure before making that long drive, we were not wasting each other’s time. When we went into test drive the car to ensure everything was good before officially purchasing the car, the manager then retracted on all the “dealer guarantees” that were supposed to come with the car. Per the manager, he had to do this because Josh, the salesman, supposedly did not get prior approval from him on the sale price - which I highly doubt was the case. The biggest disappointment and why we will NEVER buy a car from the Ken Garff dealership again is because they don't stand behind what they advertise. This is pasted from their website: "We understand how hard it can be to find a pre-owned vehicle you can trust. That’s why we created Ken Garff Certified Pre-Owned. Every Ken Garff Certified Pre-Owned vehicle receives a 118-point inspection so you can buy with confidence. Plus, these special perks are included with the purchase of every Ken Garff Certified Pre-Owned vehicle: 3 months / 3,000 mile comprehensive limited warranty with a $0 deductible, including bonus coverage for defective tires, batteries, brakes and bulbs. Complementary vehicle history report. Powertrain extending additives including engine deposit cleaning additive, transmission condition additive, fuel system cleaner, cooling-system treatment, arctic blast A/C treatment, and power steering fluid conditioner. Second key and remote. Free home delivery program. No hassle return/exchange for 5 days or 500 miles." However, when we got to signing the paperwork, the sales manager said they would not be able to honor any of these advertised guarantees because we were already getting a good deal for the car. This is VERY POOR customer service and shows that they don’t stand behind their dealership "standards". The car only has 1 key so now we will have to spend $150-$200 to get another key and have it programmed; they did not offer the free home delivery, so we had to make another 80 mile trip 2 days later to pick up the car after a mediocre "detail job”; there was less than a quarter tank of gas in the car; and they told us there would be no additional warranty or hassle free return-exchange. We love the car we bought but were not impressed with the purchase experience, lack of management customer service, and retraction of advertised benefits when they had us at the signing table. We paid cash for this car and it’s sad that they would rather give a poor customer experience and lose any future sales than stand behind their Used Car Dealer Guarantee. If the dealership would like to contact us to make things right, we will update our review, but for now, this is a lost future customer. More

I unfortunately hit road debris that hit the sensor on my front bumper causing damage. I took my vehicle to ken graff to have an estimate for the repair. I was provided an estimate, paid for the parts, and w front bumper causing damage. I took my vehicle to ken graff to have an estimate for the repair. I was provided an estimate, paid for the parts, and waited for them to be ordered and painted for installation. I get a text the parts are ready ans I make my appointment. This morning I arrive for my appointment, check in my vehicle and wait. 4 hours later, the service rep tells me my vehicle is ready and give me the bill. I pay it and head to my car that should have a new front bumper cover and sensor mount only to find that the damage bumper cover is still on my vehicle. Come to find out, the ‘tech’ who doesn’t work there any more ordered the wrong part ans if I want the correct part fixed it’s going to cost additional money. Additionally the tech completing the ‘work’ they did do thought it was acceptable to ‘heat weld’ a brand new sensor bracket to a damaged bumper which translates to me as they used a hot glue gun to complete a 1700$ repair. Not only did they not do what I specifically requested and thought I paid for; they wanted more money to fix their mistake. So $1700 later and I still have a damage bumper, ans a hot file gun attached new bracket to hold the sensor. To add insult to injury, they work is so bad that oozy around the sensor and between the ‘new’ piece I paid for and the damaged bumper they reinstalled. More

would like to share my own experience at this place when I received my car (after oil change and and programming) and drove back home, I found my around half inch scratch on my driver door and some fingers I received my car (after oil change and and programming) and drove back home, I found my around half inch scratch on my driver door and some fingers printed inside my car as shown in below pictures, I returned back to same place and the service manager checked video and they confirmed that scratch did happen in their service shop and they scheduled me for touch up or repair that scratch. I am worried about final result for the repair if it is going to match to the original paint or no? And my car value it may go down if the repair doesn't match the original paint. Thx to service advisor his name Lucio and he was nice and helpful with me all the time. More

Do not go anywhere near this dealership especially the service department! Synopsis: We have a 2022 Tucson with 3,000 miles on it and took it through their carwash. The car came out looking like it was wa service department! Synopsis: We have a 2022 Tucson with 3,000 miles on it and took it through their carwash. The car came out looking like it was washed with tumbleweeds. They have “attempted” to fix the paint 3 times, and it gets worse every time. On the last round of DIY paint correction, the GM offered to change out the car since “we just are never going to be happy”. Does that seem too good to be true? Spoiler alert – it is. They will allow us to trade in our car at full trade in value (how nice that they are not deducting for the paint damage they caused) and have to pay $6,500 for the new one. What? We just want the car to look like it did before they touched it! Now they say they are sending the car to Hyundai’s body shop to fix it properly – for real this time? That will be my 5th time schlepping to the dealership for the same repair. Let’s hope this time it happens. Full story below: After we took the car through the wash, they attempted to prove the damage was not caused by their car wash by showing us another car on the lot that had going through the car wash earlier that day. It was brand new and going to a new customer – it had the same exact scratches. They agreed to have the service department buff out the scratches. When we picked up the car 3 days later, the scratches were overall less noticeable, but there were now: chips in the paint that had been touched up with touch up paint (badly), the clear coat was so burned off in some places the finish was almost matte, and there was white schmutz from the wax on the plastic pieces. At this point, we bypassed the Service Manager and went directly to the General Manager. The General Manager’s solution was to send a mobile detailer to fix the hack job done by the last guy. The mobile detailer came out and recommended a “paint correction” because the clear coat has been compromised. He would not touch it. The GM agreed to send it to a body shop. They had the car for almost 2 weeks. Yesterday, we went to pick up the car again and had to deal with the Service Manager (Victor) again. They had replaced the rims and some of the plastic, but otherwise the car looked exactly the same, with some new over buffing scars (pictures below). We asked for paperwork from the body shop to have a record of what was done. Victor ignored us and walked away. Does anyone else think they never sent this out? The General Manager now had a new solution – just change out the car for a new one. You know how that goes…. It really seems like they are trying to wear us down so we just go away rather than fixing the issue. There is one more thing worth mentioning. On the last visit, the GM felt the need to tell me that he was irritated because I was not available to go, and he had to talk to “this other guy”. The “other guy” is my brother, who was very obviously translating our parents. I do not know why he felt the need to voice his displeasure. Second, if they have fixed it right one of the first two times, we would not be in this situation now, would we? More

STAY AWAY FROM THIS DEALERSHIP. The service director, Victor Vasquez, is too busy to be bothered and has poor eye sight NOT TO MENTION, HE DOESN'T KNOW HOW TO RETURN A PHONE CALL. The service director, Victor Vasquez, is too busy to be bothered and has poor eye sight NOT TO MENTION, HE DOESN'T KNOW HOW TO RETURN A PHONE CALL. He couldn't see the numerous paint defects on the hood of my 2023 Palisade that was caused by the protective plastic wrap. Anyone that would take the time to look at the car, immediately observed them. I took my car to Miller Hyundai in Peoria, the service advisor, Ashleigh took one look and said it's caused during the shipment process and the protective wrap they place on the vehicles. Victor the service director didn't have knowledge of this!! Additionally after the fourth time I was at the dealership, one would think that he would have the decency to look at my vehicle after I had marked it with the blue painters tape. Oh no, he just sat there in his office after I thanked him for NOT RETURNING my 2 phone calls and said a service advisor would be with me shortly. Thankfully, the service advisor had good eye sight and saw the paint defects! I've had this car for 2 months, I live 25 miles away (50 miles round trip, 5 trips back and forth to resolve this problem) and I only have 375 miles on the car. The majority of the miles have come from traveling back and forth to the dealership to get this problem resolved. PROSPECTIVE BUYERS BEWARE, SAVE YOURSELF HEADACHES/STRESS AND PURCHASE FROM ANOTHER DEALER THAT IS NOT KEN GARFF RELATED! Decent people to deal with for a purchase, but the SERVICE is INFERIOR and you will regret it!! With no General Manager available, there is no oversight!! More

I’m not a review writer, but I’m taking the time to warn anyone who considers using the service department at this dealership. My wife has a trim piece on her Hyundai Palisade that came loose. The first ser anyone who considers using the service department at this dealership. My wife has a trim piece on her Hyundai Palisade that came loose. The first service advisor she spoke with scheduled an appointment for July 9 for her to bring the car in. When she got there they had not yet gotten the part in stock so she had to reschedule for July 30. When she showed up for her second appointment, the part was in stock but had not been painted. She had to reschedule again. She brought her car back on Saturday, August 13. The part had still not been painted. The service advisor promised her that the trim piece would be picked up and painted Monday and be back at the dealership ready to go on Wednesday, so they rescheduled her again for Saturday, August 20. I took the day off work today to drop her off and to make sure everything went smoothly. I spoke to the service advisor, Cheyanna, and explained the situation and how frustrated we were having to bring the car in for a fourth time. She called the parts manager and assured us the part was in stock and the car would be done within a couple of hours. Within 30 minutes of dropping the car off Cheyanna called my wife to tell her the part STILL was not ready and we would have to reschedule for a FIFTH time. I asked her to have her manager call me. Victor, the service manager, called a while later while we were on our way to pick up the car. My wife was explaining the situation to Victor while he continued to speak over her. Victor proceeded to tell my wife that she had never brought her car in for this repair, only to have her oil changed. Victor offered a tank of gas for our trouble. I told him I wanted her car detailed as well since this would be the fifth time we would have to visit his dealership. Victor then said that a detail would cost him $200 and it was unreasonable for me to ask for that. We asked to speak to Victor face to face when he arrived. Victor told us he was leaving because he doesn’t work on Saturdays. We asked him to wait ten minutes until we got there. When we arrived Victor would not let my wife speak. Every time she tried to explain that she was in today for the fourth time and the car still wasn’t fixed he would just speak over her telling her he didn’t have a record of her coming in the previous three times. He also said “we couldn’t go into Walmart to demand things if we aren’t happy” in regards to getting the car detailed. I finally jumped in and told him to stop interrupting my wife and that she has email confirmation of every appointment that had been scheduled previously. My wife explained what an inconvenience it is to have to either find a sitter for three small children (4, 3, and 7 months) or have to drag them down to the Hyundai dealership with her. Victor again spoke over her to tell her that he has three kids, too. Yeah, but he isn’t dragging them down to the dealership every other weekend. I cannot explain how furious I am. My wife informed Victor that the next time we pick up our car from the dealership would be the last time we set foot there. The level of incompetence and poor customer service that it’s taken to get me worked up enough to write this review cannot be understated. To Victor’s credit, he did agree to have the car picked up at our home and brought back so my wife wouldn’t have to pack three kids up again to drive all the way to Surprise. More

This is one of those situations, that if there were zero stars...I have been taking my cars to this location for about 14 months. Before Ken Garff took it over it was part of the Earnhardt outfit. (Rodeo Hy stars...I have been taking my cars to this location for about 14 months. Before Ken Garff took it over it was part of the Earnhardt outfit. (Rodeo Hyundai in Surprise) I had zero problems during those days. I drive about 40k miles annually so my car is at the dealer about every 6-7 weeks for maintenance. The 1st time I went to Ken Garff Hyundai in Surprise, I was told my car needed an alignment, cabin and air filters. My car rode perfect and I had just changed the filters. In the last 20,000 miles the tread on the tires have worn evenly. "When someone shows you who they are, believe them the first time" -Maya Angelou. Last week I went into the Ken Garff Hyundai dealership for routine maintenance. Oil change, tire rotation, top off the fluids, safety check. It took about an hour and a half. They return my car, give me my report and I hit the road. This is when I notice something is wrong with the "service". I drive my car into neighborhoods under construction almost every day. I had picked up a screw in both of my passenger side tires the week before. I had slow leaks in both tires. I switched the display to show the inflation level and the two passenger tires still showed less pressure. Obviously the Tech hadn't bothered to even check the levels or inflate them. I had to get to my first appointment. That made me curious, so I checked the service paper work that they gave me to detail what they did and what my car needed. I noticed the tech had noted that my filters were dirty and needed to be replaced. There are two problems with this. 1. I had just changed them myself 5000 miles before. 2. The staff didn't inform me they were dirty and try to correct the problem (even though there wasn't one). I called the service department at Ken Garff Hyundai in surprise and Asked to speak to the service manager. No one was available so I left my name and the number and the reason for my call. I told the person who took the call everything. The tires were not rotated, the tech lied about the filter condition. I even let him know I had doubts the oil was changed. After receiving zero response from anyone at Ken Garff Hyundai in surprise, I called back the following Wednesday and asked to speak to a service manager about this problem and the employee who answered the phone said he would connect me and I was sent back into the automatic phone rotation of press 1 for service etc. I may not be able to get a phone call back from these guys but I will never do business there again. My wife just bought a new Tucson from Earnhardt Hyundai in Scottsdale yesterday. This business would have been theirs if they just had the common courtesy of returning a phone call and taking care of a loyal customer. Bottom line is these guys are untrustworthy. Don't use them. Best regards. More

We took our Sonata in for an oil change, detail, and to fix a couple of recalls on April 24th. When we picked up our car, there was a large crack across the windshield and the detail was not done, and they fix a couple of recalls on April 24th. When we picked up our car, there was a large crack across the windshield and the detail was not done, and they ripped up around the trunk latch they fixed and did not bother to fix it. We said we would pay for the oil change, but we wanted a refund on the detail or have them finish the detail. They said they would refund the service. We then asked them who to contact about getting our windshield replaced. We were told that the service manager or director was going to call us back "at their earliest convenience". It's now 8 days later...we have left multiple messages, and have received no reply. I contacted Corp and they said someone would reply "At their earliest convenience". All were looking for is SOME communication...just SOME at this point! Their brand is "We hear You" and so far I do NOT feel heard at all! More

Had my Tucson towed. Battery died, no charge. It took the dealership three days to call me back after I called 1-2 times per day. Finally, on day three (3)The dealersh Battery died, no charge. It took the dealership three days to call me back after I called 1-2 times per day. Finally, on day three (3)The dealership charged the battery to get the car running. As explained, the dealership had to first charge the battery then do other tests. It was three (3) days before anyone called me back to indicate what the obvious problem was and what had to be done. The dealership acted according to Hyundai's protocol to recharge the battery, which was not done until my Tucson sat in the dealership lot for three days. I missed an important doctor's visit plus was unable to go food shopping for three days over the weekend. All my calls were not returned nor was any explanation given for the dealership's lack of action. It appears no one gave a hoot about getting me information about the car's problems or solving the problems or with an anticipated service completion date. With this lack of concern, I say stay away from this dealership. More