Service Department at Ken Garff Volkswagen Orem

Cheyenne Snowden

★★★★★

a month ago

Needed a regular mileage check up, had great service and was able to use a coupon I got on their app. Nice and friendly people, good service as far as I can tell.

Howard Coons

★★★★★

6 months ago

Repairing VWs isn't cheap, but the repairs here are always of great quality. Ken Garff VW Orem's Service department has extended the lifespan of our vehicle, which is very important to us, and they always has been great to work with. They say money buys happiness only when it saves you time, and spending the money here has made us very happy indeed.

Cicely Bright

★★★★★

a month ago

They are always friendly and so helpful! Waiting area is nice and clean. They also offer a free Uber service if needed which is so efficient and easy.

Carlos Martinez

★★★☆☆

5 months ago

My experience could have been better. What tainted the whole experience was that the person who removed the cabin filter shook it on the dashboard or didn't do anything, but the dashboard was completely full of dust and dirt. These are small details that, as an owner, you don't like to receive your car all dirty.

Ivan

★★★★★

3 weeks ago

My experience there was great. The waiting room is pretty chill and kind of relaxing and my car service was excellent no complaints.

Michael Kidd

★☆☆☆☆

5 months ago

An absolute joke. Had a $10k labor recall and warranty work that was 10 hours for the jobs, according to VW corporate. I tried calling these guys for 20 minutes. No answer. Eventually their dumb AI bot started taking with me which was an even bigger waste of time. As a last resort I started a chat from their website. Come to find that was also AI driven and couldn't get anywhere. This AI nonsense is junk. Needless to say I didn't get to speak with anyone. So instead VW of South Towne made a lot of money off me for a good customer experience. Have an appointment there tomorrow to get it all done. One dealer made zero dollars and wasted 45 mins of life. The other did great customer experience and as a result they are about to have a $10k payday for this warranty and recall. Also I am trading in my Atlas into them and just picked up my new ride. Had Orem had someone a available and not brainless ai trying to do the jobs of advisors then this could all have gone to them. Your stupid choices have consequences and cost you big business. Get rid of that AI crap and chat AI was even worse. Hire employees not ai. And answer the dang phones!!!!

Tyler Garn

★☆☆☆☆

a month ago

Service department takes way too long. I was there for 4+ hours with an appointment just for Advantage oil change. Also tried to Sell me on air filters that I had just replaced myself they didn’t even take them out To see if they needed to be replaced also the vehicle inspection is garbage. The technicians did not give a crap to even look or advise anything wrong with the vehicle.

Brady Quinn

★☆☆☆☆

4 months ago

Brought in our Tiguan as we had a check engine light related to the turbo. Paid over $200 for them to “diagnose” the car and they told us we needed a new turbo and wiring harness and wanted to charge us almost $4000 to do the work. Took our car elsewhere to get a second opinion and they informed us we had a hose clamp that came off and was sitting on the turbo blocking the actuator arm. They put the clamp back on the hose and it fixed the issue. It’s more than apparent Ken Garff didn’t even look at the turbo when they diagnosed it. Just ran the code and decided we needed a new turbo. Super frustrated we spent $200 for them to not even look at our car. Definitely won’t be having any of our cars serviced by Ken Garff in the future.

Richard King

★★★★☆

a month ago

After servicing my vehicle, I experienced my passenger front brakes overheating. I took the car back to the service people, and they told me everything was fine. The problem persisted, and finally, they took my car and just drove it and replaced the rotor and caliper and brake pads. Finally, everything is working. It was frustrating, but Annabella was amazing. Thanks.

Angela Ragsdale

★☆☆☆☆

5 months ago

I received a text from Ken Garff asking me to write this review about my service experience with them. My experience was unimpressive. I dropped my car off at 10am on a Saturday. The man at the desk asked "are you dropping it off or waiting here?" I said dropping off. I expected they would at least look at it to tell me what was wrong before 4pm. He then proceed to tell me about the standard maintenance that needed to be done which totalled more than eight hundred dollars. I just needed the check engine light to be checked and was already overwhelmed... him tellinge things that weren't urgent with a high price tag didn't help. I left the car with them. At 3 I started calling to get an update on progress. At 4 I finally got a hold of them, they told me they didn't even look at it and expected I was letting them keep it until Monday. I said that I was okay with dropping it off to be looked at for today but I didn't say that it was okay to keep it for 72 hours. I ended up picking it up and they never did tell me what was wrong with it. I took it to Southtowne Volkswagen in Sandy, and they were able to get me in, check the engine light and make the repair at no cost to me under the warranty... all in less than 2 hours. No upselling or telling me about needless, expensive work they could do. This is not my first unpleasant experience at Ken Garff and I will not be going back to them.

Izayah Hathaway

★☆☆☆☆

5 months ago

Scheduled an oil change and after creating the appointment I asked about tire repairs. They said they were free and they’d add it to the appointment. I dropped off my vehicle and waited in the dealership. They said 60-90 mins like standard. An hour goes by and I get my keys, I get in my vehicle and realized the service light was on and figured they forgot to reset it. I go back in and they told me my oil change was never scheduled properly. It’s not the techs fault, but whoever scheduled me missed the whole first half of the call i guess. It took 45 mins for the oil change after I expressed that I had a busy day as it’s my only day off and my hours conflict with their schedule after they suggested I just came back another time. Took an hour for a flat repair on a small screw and within a few days it was flat again on the same tire. Took me 5-10 mins laying down on the ground with tire plugs and a portable compressor and it’s not leaking anymore. They quoted me 35% more than everywhere else on a transmission service and gasket replacement as well so I’ll never be returning.

Gabe “JustaGabe” Hockenbury

★★★★★

5 months ago

They serviced my KIA Soul rather quickly. They made sure to check everything and even gave me clear information on things that could be potential issues. I used a Ken Garff advantage care redemption so the service this time was free. The shop itself seemed to be run with care and was clutter-free. They sent me a video detailing what they checked and what they were doing to service my vehicle.

Raul Diego

★★★★★

5 months ago

I came in this weekend to change my head lights and it went great! Even tho it took a while I was satisfied. Bryan helped me out and was the best!! Definitely needs more than one person at the service desk because Bryan took it like a boss and I really appreciate his efforts! But I highly suggest that there should be more co workers at the service desks for the weekends.

Megan Williams

★★☆☆☆

3 months ago

I made an appointment at 1 on a Saturday and I would never recommend ANYONE to make an appt on a Saturday. When I arrived, I was told an hour and a half to 2 hours. Now that’s fine and all and I was willing to wait but WHY make an appointment if I’m going to have to wait 2 hours in the worst little warm room with uncomfortable chairs with the news blaring. I’m just glad the oil change was free or I would have lost a gasket paying for that. I have one more free service and I’d honestly rather pay to go literally anywhere else where an oil change takes about 30 mins tops. I don’t know how much an oil change costs but I would not recommend. Very unhappy with the service.

Andrew Creer

★★★★★

3 months ago

I have not had great experiences with Ken Garff VW in the past, but Bryan Harper has changed the narrative. I had a major issue with a Tiguan still under warranty. They worked with VW to ensure everything was fixed appropriately and provided a vehicle during the month plus it took to get our Tiguan taken care of. I was very happy with the care and service this time around for sure.

Barbara Strasburg

★★★☆☆

2 months ago

I took my new Tiguan 2025 in for a tire rotation and they also topped off some fluids because we were going on a long trip. I asked once again about some specific issues with the infotainment center about how to have it default to Econo mode instead of comfort mode, but it was never answered by the salesman, And a few other things about keeping the speed limit on the screen. The gal that was at the counter and kept me informed and checked me out was very Thorough and very nice. I wish I remembered her name. Once I got in my vehicle, there was a paper that showed A wheel alignment that looked like it needed to be done, but I was not aware of that until I got almost home. Nobody came and talked to me about that paper they left in my car, which was concerning because we were headed out on a trip In a few days, and would definitely have gotten that done while we were already at the dealership. They were quick and thorough, but just did not follow through which they really need to work on that I feel. There was also a chip on my driver side door in the paint By the handle, which was not there before so I don’t know if it happened during service or while it was parked…

s Larsen

★☆☆☆☆

a month ago

Took my daughter's car in because the engine would sputter and fail to start periodically with a strong gas odor. Ken Garff replaced a valve and said they drove the car and the repair had resolved the concern. The car was doing the same thing the very next day. They clearly did not do their due diligence. When I took the car to a real mechanic, he tested the oil for gas fumes and the gage maxed out. Ken Garff refused to provide a refund for the diagnostic fee even though they failed to diagnose the issue correctly or perform the correct repair. The gas fumes are also a safety hazard. Save yourself the time and money and find an actual mechanic who cares about their work. The scammy vw dealerships in Utah overcharge and don't ever resolve the problem. Southtowne is the same level of incompetence.