Service Department at Ken Garff Hyundai Downtown

Fernando Farias

★☆☆☆☆

2 months ago

I didn't read the reviews before taking my car here, and it was a huge mistake. I took my car in for a recall issue, and they said they didn't trust the diagnostic scanners used by other companies. My car was undrivable and had to be towed, but according to them, the problem never existed. Worst of all, my car now has problems it didn't have before (misalignment) after leaving their shop. I absolutely do not recommend them. I spent nearly $800 on an oil change that they said was necessary to run the diagnostic test.

Destinee Jacobs

★☆☆☆☆

3 months ago

I sat here for OVER two hours for an oil change and tire rotation WITH an appointment! There is no excuse for waiting that long when you have the tools to make it go fast. When I finally went to the front desk to ask what was taking so long, I was told that I should have expected to be there at least one and a half hours for this service, even with an appointment. Thats ridiculous. I have been here three other times for the same service and never waited longer than a half an hour. I will not be returning to get any of my mechanic work done here again. Even the "simple easy" stuff.

Carolyn Taylor

★★★☆☆

4 months ago

wide-open availability, so I expected a smooth experience. I dropped my car off at 2:45 p.m. and wasn’t told that it wouldn’t be finished by closing at 6 p.m. There was no communication until I reached out myself for updates. By the next morning, at 9 a.m., my car still hadn’t been touched. I called for an update and never received a call or text back. Hours later, after following up again, I was told they were nine techs down and my car was “next up.” It still wasn’t finished until 3:15 p.m. — more than 24 hours after my scheduled appointment. I understand that staffing issues happen, but the complete lack of communication was really disappointing. A simple update would have gone a long way.

Melanie Smith

★★★★★

2 weeks ago

The service area employees are always kind, helpful, and timely. They treat me with respect and value my time. Even though they're not the most convenient for me, I will go out of my way to use their service every time.

Alex Walton

★☆☆☆☆

6 months ago

The worst service department I’ve ever dealt with. No one knows a thing. It’s always someone else fault. Long story short my engine went out and they wanted $8500 for a new one. It should have fell under a warranty but Hyundai denied it twice because I didn’t have every single record for oil changes. After a month of going back and forth with them I needed to get the car out of there and get what cash I could. When I went to go pick it up the engine was still taken apart. This was 3 days after I was already told that it was ready for pick up. I can’t ever recommend anyone ever going here. You can already see how many bad reviews they have. Don’t trust them. They won’t help you.

Carolyn Nichols

★★★☆☆

4 months ago

No one came to my car when I drove in . I was told my air filters needed attention. I checked them myself and they were fine. I had changed them 2 months ago. ( that makes me question their integrity. ). I was charged over a hundred bucks for them to diagnose that my car play cable was not working right.

Joel Christensen

★☆☆☆☆

2 months ago

Horrible experience. I brought my car in only for an evaluation to see if it qualified for an extended Hyundai warranty. That request was ignored, and instead I was given a $4,500+ repair estimate and told that was “just to get started.” They kept my car for 10 days, and when I got it back it was in worse condition. The timing was so off it was barely drivable, and the check engine light was on, which it was not when I dropped it off. The service advisor said, “sometimes that happens,” refused to look at it, and would not release my car until I paid. When the service manager later called, he was condescending, interrupted constantly, talked over me, and at one point told me “I wasn’t his problem” and that I was wasting his time. All I asked for was help with a warranty claim and to understand the root cause. I took the car to a different Hyundai dealership, where they actually helped navigate the issue with Hyundai, diagnosed it properly, and provided a completely different repair plan at a far more reasonable cost. Avoid this service department.

Rachelle Adams

★★★★★

a month ago

Ken Garff has been serving 2 different cars of mine for a number of years, and they have always been cordial. They check the history to remind me of upcoming service needs. They have a nice waiting area, and keep me informed of progress on the service They are performing.

Bill Love Anderegg

★☆☆☆☆

5 months ago

This has been one of the most frustrating car service experiences I have ever had. TL;DR I finally have my car back >2 weeks later, but in the meantime they fixed someone else’s car, tried to give me the keys, and never called me about my own car at any point. The lack of communication, staffing, and simple organization was a massive struggle throughout the whole process and needs to be fixed by Ken Garff Hyundai SLC. First, you can only make an appointment by AI assistant when you call in. Ugh. I called and made an AI-scheduled ‘appointment’ for when my car (Ioniq 5) was towed there for blowing a fuse and ICCU issue (something that was super clear from 30 seconds of googling based on what happened). The AI scheduler made it so that 1) I doubt I actually had an appointment at all and 2) I had to repeatedly call in to try to talk a human being to let them know what was wrong with the car. Most of the time when I tried to call the lines would ring and ring and then the sales would pickup and transfer me back to service, where it would ring and ring until sales picked up again, and repeat. When I finally did get a hold of service, the communication across service reps was poor and it was often quite hard to get an answer about what the status was of my car. After a couple days, I was told my car was ready for pickup and it had only been a few minor software updates. I went in to pick it up and they handed me the keys to someone else’s car!! Somehow, they had switched tags at some point, fixed someone else’s car, called me, and tried to hand me the keys. It turned out, my car was still back in the shop and no one had even glanced at it and they would have to wait until the next week when their lead mechanic was back to have any diagnosis at all. I needed the car for an out-of-state trip that weekend and their rentals can’t go out of state, so I was just flat out of luck. So, a week after my AI-generated ‘appointment’, an actual mechanic finally looks at my car aaaannnddd they find it is indeed a fuse and ICCU issue. I was told the part had to be ordered and was 3 days out. Three days comes and goes. No word from them. I start to continually call and hear that they’ll ‘call me back with an update’ – which never happens. Finally, the next week, the car is repaired. Based on lots of other cases exactly like this, this should have been a 2-3 day repair tops and instead the whole process took 15 days. Please, Ken Garff Hyundai downtown SLC, hire more (and more competent) people, ditch the AI scheduler crap, and just treat customers like human beings who value communication and knowing what’s up with their cars.

Drew Bigburn

★☆☆☆☆

3 weeks ago

Service is consistently solid, and the team is generally friendly. That said, I’m almost always being pushed add-ons or services that feel unnecessary, which gets old fast. What really leaves a bad taste in my mouth is the sales side of this dealership. The way I ended up with this car felt dishonest and extremely pushy — like every conversation was about squeezing out commission rather than actually helping me as a customer. Because of that experience, I can’t recommend this Hyundai dealership. The service team tries, but the sales tactics overshadow everything else.

Corine Morales

★★★★★

2 months ago

I recently had to bring my vehicle in for a few new items, and I visited Ken Garff Hyundai in Salt Lake City. The service department there was truly outstanding. It was wonderful to be able to drive into a warm garage and discuss my needs with one of the attendants. They even offered to arrange an Uber to take me home. Having not purchased a vehicle in over 20 years, this experience was truly remarkable.

Rick Dooley

★☆☆☆☆

2 months ago

Had an appointment scheduled for an oil change at 9:40 on 15 Jan. When I checked in the service advisor told me it would take an hour to an hour and 15 minutes to complete the service. After an hour and a half of not hearing anything from the service advisor it the service technician, I walked back into the service dept and the advisor was not there so I got on the app they sent and submitted the question of “What is the status of my car?” Never got a response. At an hour and fifty minutes I finally found the advisor who told me that they are running a little behind because one of the techs called in sick that day. And it would be about 15 minutes more and he would take care of me for the inconvience. After the two hour point passed, another advisor came to get me because my car was done and my advisor had left to go somewhere. He proceeded to check me out and give me two coupons for a car wash. When I said something about that excessive time and that my advisor said he would take care of me he said “yeah, he told me to give you an extra car wash pass. I told him that if that was their idea of taking care of their customers, to keep the car wash. I then went to talk to the service manager about the excessive time to do the oil change and he seemed like he could care less that it took so long. His only reply was “We try to get the service done in an hour but sometimes it takes a little longer.” My reply was “A little longer is maybe 15 minutes or so not almost another hour””. He made no response, not even an I’m sorry we took so long. Worst service ever. If you knew your people were running behind due to someone calling in sick, the I should have been told that from the start not after the fact.

Patrik

★★★★★

a month ago

The service dept replaced a driver’s side mirror on my Hyundai Palisade. The work was done quickly and the results are beautiful. I received very good communications through the process. Thank you to Owen who sold us the car and his manager for helping us through the process. Very professional and friendly throughout. Excellent service even after the sale.

jessica guevara

★★☆☆☆

3 weeks ago

I went in for an oil change and a tire rotation. When I was on the freeway I noticed my steering wheel was vibrating like something was off and my wheels felt weird. I was able to get off the freeway safely but once I got out to check what was going on I noticed the lug nuts on my tires were not fully tightened and I could easily twist and pull them off. This could have ended in a seriously bad accident. I called to let them know about this incident because it is serious yet never got a call back about anything. I have never had an issue with going to Hyundai Downtown and getting my car serviced there but this definitely makes me second guess if they are completing everything correctly.

JL 70

★☆☆☆☆

2 weeks ago

Poor customer service! I’ve already been asked to leave a review of my experience. I also emailed the manager of the service department and never received a reply! Now I’m being asked to leave another review? Your service department dropped the ball this time with their poor customer service! My vehicle was ready for 30 minutes and I never received a txt stating my car was done being serviced! I had my oil changed. I had to go ask someone at the service advisor area if my car was ready because I’d seen it in the parking lot when I looked out the window! The service advisor who helped me was not at his desk. There were two service advisors at their desks. One was on the phone. The other was writing something down on a card. I had to get the service advisors attention. He asked for my phone number reached over to desk 4 grabbed my keys and handed them to me. Then said he forgot to give me my free car wash coupon. I asked what took so long to let me know my car was ready and where the service advisor was who helped me when I got there for my appointment. He didn’t answer he was to busy with whatever he was doing on his computer. The weather was bad when I came in for my oil change appointment and I wasn’t told how long it would take for my oil change. The service department wasn’t busy at all. I didn’t sign anything when I left, i didn’t have anyone review with me what had been done to my car. I know I can look at the text messages they provide but this time the final text stating my car was ready was received when I got into my car to leave the dealership. I was there for 2 hours and thirty minutes for an oil change! I should not have to go find someone to ask about the status of my car especially when I see it sitting in the parking lot! Now I’m getting an alert on my blue link app that says I am over due for my car to be serviced. Last time I had my oil changed everything was uploaded to blue link automatically and this time I’ve had to add it myself. You can do better with your customer service!

Nicholas Lowe

★★☆☆☆

5 months ago

Pros: Customer service was good. Replaced our engine for free (warranty). Finished earlier than expected. Cons: Did not offer any of the amenities that were stated in the email and on the website. Forgot to replace air intake hose (BIG DEAL). We live 250 miles away from the dealership and for them to not put that part back on before we drove home was egregious! We didn’t notice it sitting in the trunk of our vehicle until we got home. A local repair shop replaced it and gave us a new air filter because the existing filter was completely ruined from this mistake. I’m glad they were able to replace our engine but I wish they wouldn’t have done something that could potentially harm the vehicle in the process.

Linda Graves

★★★★★

2 months ago

This service department at Ken Garff Hyundai downtown is the best ever all though i bought my 2020 Santa Fe at South Town location i prefer and really like the service department here at downtown location they're quick to schedule me in when it's time for service or other issues I have with my car's i also have a 2011 Hyundai Elantra Limited that i purchased in 2011 it still looks and runs great they have a wonderful and friendly staff I have a awesome service advisor Paul Righter who i like and and appreciate so much all in all the drive here is worth it for me Thank you Ken Garff Service Department Downtown