Ken Garff Nissan of Orem

The Ken Garff Nissan of Orem has the worst service department. Their mechanics are ok but their customer service and policies are horrible. I brought my truck in for an oil change and 30k servicing bu department. Their mechanics are ok but their customer service and policies are horrible. I brought my truck in for an oil change and 30k servicing but I also had a check engine light on. I told the service advisor the the light was on, and even the oil change technician made a note of it while servicing it. They never pulled the code from the truck computer and when I asked about it they said it wasn’t on the original work order and that they don’t check it unless specified on the work order. Really??? You can’t take 10 seconds to pull a code and then ask the customer if they want to pursue it? What a horrible policy! I understand that they deserve to be paid to troubleshoot but don’t you think this is a sales opportunity for the service department? But no, instead they choose to ignore it and even worse while performing the other services they cleared the code!!! So after asking them why and getting the “I’ll hide behind company policy” answer, I paid them and left. The next morning the check engine light came back on. I went to a local auto parts store and had them pull the code for me. Armed with that info I took it back to the dealership and they said they couldn’t look at it then because they were booked. I explained that I was traveling and needed to leave the next day and asked if I could get some advise from the mechanic, but no, customers can’t speak directly with the mechanic. Fine! Go ask him for me! No, they wouldn’t do that either. I went back to the auto parts store and got some sage advice that it might just be low coolant levels after being serviced and the engine had run long enough for them to level out. I added coolant, drove for a while and the check engine light turned off. Why couldn’t the dealership just ask their “master” mechanic and gave me the same advice! It would have taken 2 minutes, if that! Such horrible customer service and an even worse company policy. Unbelievable! More

Very poor service. David did not communicate with me, even by me trying to call service many times. Diagnostic was double than anyother dealer. Very poor service by David even by me trying to call service many times. Diagnostic was double than anyother dealer. Very poor service by David More

Terrible service department. Scheduled an appoint a week plus in advance for 7am so they would have plenty of time to finish before the since I’d need my car back. They ended up finishing at 5:13pm and let plus in advance for 7am so they would have plenty of time to finish before the since I’d need my car back. They ended up finishing at 5:13pm and let me know but would not respond to come pick me back up which meant I was unable to have my car that night and had to come in the next day. No apology as well. Won’t be back More

Poorest service I have ever received. Made an appointment for service 3 days later spelled out in detail two mechanical issues one with the driver's interior door handle not working and the other the car jer for service 3 days later spelled out in detail two mechanical issues one with the driver's interior door handle not working and the other the car jerking under load at low rpm and mph. Drove 83.5 miles (one way to drop off the car at the nearest Nissan dealership. Appointment was at 1000 am, checked in at 0930. Gave detailed description of maintenance issues as outlined in the system when I made the appointment. When I checked in with Reed Merrywhether heard he needed to check the odometer reading. When he returned he said that my car was past the oil change milage and did his best to upsell me an oil change. He also said that my mechanical problems would require two separate diagnostics and that would be $125 each and WOULD NOT BE INCLUDED IN THE REPAIR COSTS. Which I didn't understand because you have to take the door panel off to diagnose and it would already be off when you fixed it. The oil change was twice the price you would normally pay and it was conventional oil not synthetic (but you expect to pay double at the dealership right). They completed the oil change within the first two hours as I was still at the dealership. I then got a ride the 83 miles back to my home and awaited the results of the diagnostic tests to determine if the car repairs could be completed that day or if it required multiple days. I waited all day for an update and texted Reed 2 times as instructed in the email I received from Ken Garff Nissan after check in. I never received a response. I waited until 5:30 PM and knowing the service department closed at 6:00 called to get an update. Reed told me that no one had looked at my car, no diagnostics had been done and then proceeded to give me a litany of lame excuses why. He could not provide an answer to my question as to why when I made an appointment explaining my cars problem, checked in early and gave them all day to at least begin a diagnosis no one even touched my car except to change the oil a service he sold me upon arrival and not part of my purpose in scheduling an appointment. I then drove 83.5 miles to pick up my car and returned home with nothing having been completed (except for an overpriced oil change I really didn't need. Worst experience ever, don't use this dealership. Funny thing I was actually considering trading the car in with them and buying a new one there but not anymore bye bye Nissan as this is the closest dealership to my home and gross buffoonery is the best way to describe their service department More