Ken Garff Ford American Fork

My concerns with this service experience are primarily related to communication, attention to instructions, failure to address the underlying cause of repeated transmission failures, and handling of the warranty process rather than simply the fact that the vehicle required a significant repair. I provided written instructions regarding both the transmission issue and the front differential leak, but those instructions did not appear to be reviewed or followed consistently. I had to resend and reiterate the information multiple times and repeatedly confirm that both repairs were being submitted and handled through my CNA warranty. One of my most significant concerns remains unanswered: why this truck has now required five transmissions, including the original factory transmission. I repeatedly asked in writing whether the underlying cause of these repeated failures had been investigated and specifically raised the possibility of an issue involving the TCM, PCM, programming, controls, or another vehicle-side condition that could be contributing to the transmission failures. I never received a substantive answer to those questions or confirmation that a root-cause investigation had been performed. I am not claiming that the TCM, PCM, or another specific component has been diagnosed as the cause. However, after this many transmission failures, I believe it is reasonable to question whether repeatedly replacing the transmission without identifying why the failures continue is addressing the actual problem. My concern is that an unresolved control, programming, electrical, mechanical, or other vehicle-side issue could ultimately damage the replacement transmission as well. I specifically asked for this concern to be evaluated multiple times in writing, and it was never meaningfully addressed. There was also significant confusion regarding my warranty deductible. I was led to believe that the $100 deductible applied only at the dealership associated with the original sale and that other dealerships would require a $300 deductible. Because this did not sound consistent with my understanding of the contract, I contacted CNA directly. CNA confirmed that my deductible is $100 at participating repair facilities throughout North America. Having to independently verify and correct warranty information provided during the service process added unnecessary frustration. Communication throughout the repair was inconsistent. I frequently had to initiate contact to determine the status of the warranty authorization, whether the replacement transmission had arrived and when it arrived, whether the differential repair was being completed at the same time, and when the vehicle was expected to be finished. Given the length and significance of the repair, I would have expected more proactive and accurate updates. There were additional attention-to-detail concerns, including the vehicle mileage initially being entered at approximately 160,000 miles when the actual mileage was roughly 135,000. It was subsequently corrected, but an error of that magnitude is concerning when processing a major drivetrain warranty claim. The extended repair also created transportation difficulties. The CNA rental provided was a midsize vehicle that could not accommodate the three child seats I needed, which made the length of the repair more disruptive. I recognize that major repairs and warranty authorizations can take time, and my criticism is not based solely on how long the repair took. My frustration comes from the amount of effort required on my part to keep the process moving and ensure it was being handled correctly. I repeatedly had to follow up, resend instructions, clarify what repairs were requested, verify warranty coverage directly with CNA, correct inaccurate information, request basic status updates, and repeatedly ask a fundamental technical question about the cause of multiple transmission failures without receiving an answer.

I haven't interacted with them a lot but I'm very pleased with the truck that I bought from them 6 years ago as well as how easy they made it to get warranty work done on my truck. The valet service was so convenient.

The seller and finance guy were amazing and answered all of our questions and concerns.

Quick turnaround but cost too much for a small job. I would still recommend them.

I’m absolutely happy with the work and honesty of the team at Ken Garff Ford in American Fork I want to tank Matt for his hard work and for explaining everything with detail and taking extra time to help me to understand the process of the work. He’s very respectful and professional. I absolutely recommend to go and get your maintenance services in there. You can get cheaper in other places but you’ll get what I got half job so, I was doing my oil and filter changes in other places and I payed for everything but my filter wasn’t changed in a very long time. So. In Ken Garff Ford they warranty The job.

Online Appointment made, Dropped vehicle off 4 hours early, Service Reception was prompt and very understanding. Dropped off on a Tuesday morning and vehicle was ready by Thursday late morning. Vehicle repair was done correctly.

Very helpful to work with issues and changes to my truck. Another satisfied customer here.

Mechanics and Service writer Jared is great they bend over backwards for you. they even will make a car possible for you if there takes longer.

The service is always good. If I need a oil change they will check inside and outside of the vehicle. Jared is always great to work with.

Hayden was great.. Very friendly and knowledgeable. I dropped off my car, and got it back right when they said it would be done. Highly recommend.