Ken Garff Ford American Fork

Great service and friendly staff! They went the extra Mile to make my service comfortable.

Max es un excelente miembro de Ford en el área de servicio, es respetuoso, amable y responsable, al igual César Ortiz también es una exelente persona los recomiendo al 100%! Muchas gracias por su servicio!😉

My service Representative was Curtis Gunby. He helped me with everything. He’s amazing. He answered every question and made sure I was taken care of.

Excellent experience! John Boot was fantastic and very helpful. Did all that he promised and more. Thanks to him I am driving the truck I always wanted!

Customer service was great but not sure if the information we gave the service writer was relayed back to the technician or the technician didn’t really understand it. We went in for a diagnosis of an adas problem and smoking on start up. We got word back from the technician saying it needed a whole new module, camera, cables etc. When we told the service writer we already did all of that with the smoking issue. They told us it was caused by a catch can which the vehicle was doing the smoke before then. No proper diagnosis was performed. We took the vehicle elsewhere and figured out our Adas problem was caused by the suspension leveling kit and the camera on that not being calibrated for its height difference, and the smoking is caused by a leaking valve stem. Thanks for the $200 diagnosis that literally told us nothing.

Thank you for making the process so easy. Paula was great to work with. Very happy with my new vehicle.

The pick up se vice is awesome to work with. They let you know when on the way. When things are completed. When they are in the way back. Easy peasy.

Ken Garff Ford has provided great service for me. They have fixed problems before they become a problem. Staff are very friendly and helpful. And above all they are honest.

I have went to several dealership and not one had good customer service. Ken Garf really did listen and kept professional with customer service. They do really listen to the customer. I got the vehicle I need and enjoying the ride. Thank you Ken Garf

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.