Ken Garff Ford American Fork

I brought my car here for an emissions-related check engine light and an oil change so I could complete my state registration. My vehicle’s self-diagnosis already indicated it was an O2 sensor, but my experience with this dealership was a total nightmare of misdiagnoses, zero communication, and complete incompetence.Here is exactly what happened:The $225 Misdiagnosis: They charged me $225 to diagnose the issue and claimed it was just a battery voltage problem. I had just installed a brand-new battery a week prior. They cleared the code anyway, took my money, and the check engine light popped right back on the second I restarted the car.8 Hours of Silence: I took time off work the next morning to bring it back. They kept my car for 8 hours. No calls, no texts, zero updates. When I called an hour before closing, the staff didn't even know if my car had been looked at. I showed up in person and had to wait another hour while they rushed to inspect it.The $2,500 Upsell: They finally came back claiming I needed new fuel injectors, new injector lines, new CO2 sensors, and a laundry list of other repairs totaling over $2,500. My car runs flawlessly. I have since taken the car to two independent shops to get scanned—both confirmed that the original self-diagnosis was correct and only one O2 sensor needs replacement. Ghosted Over the Warranty: They didn't even bother to ask about my extended warranty until I brought it up. The service rep promised to submit it and call me the next day. He didn't. I called him; he promised to follow up the following day. He didn't. I called a third time today, only to be told it's his day off, nobody else can help me, and I have to wait another two days.I am completely trapped in a loop of broken promises and zero communication while my registration deadline approaches.I previously used Ken Garff's Honda dealership—where I bought the vehicle—and they were incredibly responsive, caring, and knowledgeable. Even though that location is twice the distance from me, I will never step foot in this Ford dealership again. Because of this specific location's predatory behavior and abysmal service, I will never purchase or service another vehicle with Ken Garff once my warranty expires. Management needs to look into this service department immediately.

Great service. I appreciate the valet service so that I could continue working while you guys worked on my vehicle. Parts department helped me with some items identified during the inspection

I appreciated the work done on my vehicle however, Even though they did a Free Courtesy car wash ... It left white water spots all over my F-150 truck. I think other car wash places must use soft water to eliminate that problem. It would be appreciated if this problem could be corrected. 🤨

Amber was great. Appreciated and enjoyed her professionalism. Rhett was also very helpful. Would shop again.

The problem as I see it is that there is poor communication between the person handling the account in this case Curtis and communication with the person who has their vehicle in for service John Mestas. This has happened at least twice possibly more if you search the service records on my truck, Ford F150 2014 Platinum truck you will see that it has been in there several times to fix an electronic problem. Updates on it status have been sporadic at Best often going over a week from projected completion date with no communication until it’s ready to pick up a week to 10 days later I have left messages and texts which I would suppose you have documented. I purchased that truck used from Ken Garff Ford in American Fork. I understand things can go wrong and it takes longer. However, I think not communicating of what is going on is very poor. My request is that communication on what is being done perhaps every three days or so and an estimated time of completion is more than reasonable on my end. and a estimated time of completion is more than reasonable on my end. I look forward to continue to do business with you all, and request a spot a response to me.

Love the new pick up and delivery service. Will recommend of course to other. Thank you

The dealer took care of my needs as requested with no issues. I will return for future services.

Ken Garff always takes great care of our vehicles! They offer accurate work and very professional customer service.

Extremely slow service. Service advisor was kind of an arrogant perk. Didn't offer to clean my truck after they had it for almost a month.

Service department is lacking competence with minor and major repairs of my vehicle. Also, doesn't take responsibility for their mistakes, instead tells me that I don't know what i'm talking about. I have attempted to speak with the service mgr (Patrick) several times or to oversee the work on my vehicle without acknowledgement. I have been overcharged with excuses of (forgot to add in labor charges) or we can work with you on the final bill but won't let me pick up vehicle until total is paid 1st. Once that is done "Sorry we can't go back and credit paid bills". They have returned my vehicle to me without pressurizing the cooling system causing the vehicle go into limp mode overheating and having to replace the thermostat three different times. They returned my vehicle to me without the oil filter seated. They returned my vehicle to me when they splashed coolant on my heater valve causing the air conditioning to go out and told me that it had nothing to do with the cooling system. When I brought them the shop manuals, the service advisor stated that I would be "insulting the tech with that information". I had to take my vehicle to somebody else too repair at a cost of $1100. I found that the state used to have one master mechanic per one mentor but the law was changed now it's one master mechanic to five mentors.These shops don't make money on oil changes and tire rotations. They will always find something else to increase or pad the bill. I have spent thousands upon thousands of dollars at Ken Graff in American Fork because of their lack of not "Hearing or listening to me" I will never ever be back. Spent over $7000.BEWARE!