Ken Garff VW Gilbert

We stopped in last week to check out the Atlas models on the lot and get a feel for them in person. We worked with Seth, and he was awesome. Welcoming, honest, friendly, and not pushy at all. He took the time to walk us through multiple vehicles and was genuinely willing to help us find something that matched our needs and wants. At the time, they just did not have anything on the lot that checked most of our boxes, so we agreed to stay in touch and keep an eye out for new inventory or price drops. No fault of Seth whatsoever, we ended up finding the exact make, model, and color we wanted at another local dealership, and the pricing there was attractive enough to move forward. Even though we did not purchase from Ken Garff this time, based on our experience with Seth and the dealership overall, I would absolutely give them the first shot at earning our business next time. Professional, pleasant staff, and a great low pressure experience. Give them a try.

Worked there for 3 years and everyone’s a total pot head especially Techs working on customers cars. I’ve witnessed employees coming back from lunch bragging about how high or drunk they got and right back to working on customers cars. The entire place is a total joke stay away from this dealership.

Stay Away from This Dealership — Especially Oscar Garcia If I could leave negative stars, I would. This was the worst car-buying experience I’ve ever had. I stopped by this dealership to look at a used Tesla that had just arrived. The lot was quiet, and the salesperson helped me right away. The car only had 16% charge, so the test drive was a quick loop. Everything looked fine — tires, interior, exterior — so I decided to move forward. After hours of back-and-forth, we agreed on a price, I signed the paperwork, and left. The moment I drove off, a warning light appeared. I assumed maybe the car just needed to charge or update. The next morning, same issue. I immediately called and emailed the dealership. They told me to bring the car in, saying they’d take care of it. That’s when I met Oscar Garcia, the sales manager — and easily one of the most arrogant, rude, and dishonest people I’ve ever dealt with. He looked me right in the eye and said, “You bought the car. It’s your problem now.” No help, no accountability, no basic decency. I had owned the car less than 48 hours and driven about 70 miles. I asked if they could at least take the car back or swap me into another. He refused. Their technician said they couldn’t diagnose the issue because they’re not certified to work on Teslas. The “solution” was for me to make a Tesla service appointment — over a month away. A few hours later, Oscar suddenly changed his tune and acted friendly. He offered to buy the car back for $2,000 less than I paid, refusing to refund taxes or fees. When I returned to finalize it, he changed the story again — now $5,000 less. His excuse? Because I “didn’t let them fix it.” Their “fix” was to make me wait for Tesla. I called Tesla myself. They confirmed a steering rod issue that existed before I bought it and said the car was unsafe to drive. Repair cost: around $3,000. I shared the report with the dealership. Their answer? Pay the diagnostic fee first, and maybe they’d reimburse me. Tesla sent their report within hours confirming the defect. Another manager, Justin, called and apologized, saying they’d reimburse me. Then Oscar called and said they’d only pay half. The back-and-forth was exhausting and insulting. After nearly a week of arguing, Oscar said they’d unwind the contract and refund me. I returned the car, handed over the keys, and gave him the Tesla diagnostic invoice for $105 — which he promised to reimburse. Two weeks later, after multiple follow-ups, he told me they’d “already done enough” and refused to refund even that. Let me be crystal clear: Oscar Garcia is the problem at this dealership. He’s rude, manipulative, and dishonest. He will tell you whatever you want to hear until you sign, then vanish or turn hostile the second you have an issue. He treated me with absolute disrespect and zero accountability. The dealership sold me a car with a known defect, refused to take responsibility, and wasted countless hours of my time. I was never offered a loaner, rental, or transportation. Even one of their own salespeople called me privately to apologize for how Oscar treated me — that says everything. Bottom line: • Sold a car with a preexisting defect. • Refused to fix or take responsibility. • Lied and changed their story repeatedly. • Treated me horribly after the sale. Save yourself the stress. Avoid this dealership completely — and if you encounter Oscar Garcia, run the other way. He’s the reason people hate buying cars.

Bought a new Tiguan to replace our old one. Lisa was wonderful. Very helpful and professional. Very good experience.

We purchased a Platinum Extended Warranty through the VW dealership for our used VW Atlas and were assured it was “bumper-to-bumper” coverage. Around 69,000 miles, I brought the vehicle in because the transmission felt like it was shifting rough. The dealership checked it but determined no action was needed. For the next two years, I continued to bring my Atlas to Ken Garff Volkswagen Gilbert for every oil change and routine service. Each time, they claimed to perform a “12-point inspection.” Despite this, at 82,000 miles, they never checked my transmission fluid nor did they recommend a transmission flush—services that should have been part of proper professional maintenance. Because of their negligence, my extended warranty was voided for a transmission replacement. The dealership has admitted this should have been offered, and I even have the manager recorded acknowledging that. They’ve had my vehicle for over three weeks now, trying to fight with the warranty company—clearly aware they made mistakes. In over a dozen inspections and service visits, they never once caught or addressed the transmission issue. After consulting with independent mechanics, I’ve learned I would have been better off taking my car anywhere else for regular maintenance. WHAT A SCAM! Do not buy a VW & DO NOT bring your vehicle here if you value honesty, accountability, or competent service.

We had the worst experience with service today. We dropped our car off Friday night and had to keep calling to get an update on Saturday. We had to talk to someone in sales for the service department to start working on our car. We were told the service staff is half on weekends with only 1 service advisor, Steven Cobarrubias. When we went to pick up the car, we waited for 20 minutes for Steven to say “things are falling through the cracks because it’s just me today”. We expressed our concerns with poor service and lack of communication. We have a Toyota and NEVER have this issue with the service department at Toyota. At this point, I don’t want our VW anymore because of the bad service and I professionalism by Steven. I’d be willing to spend money at a different dealership to get rid of VW. Steve was very rude and passive aggressive. This is a way to lose business now and in the future. I would like a manager to call me back or message me. I have never been treated this way by any auto dealership or service center. I am a business owner and would be mortified if any of my associates treated customers this way. I understand being overwhelmed but I do not understand treating customers with disrespect

My son and I took two test drives with the sales advisor by the name of Jack. His professional manner was outstanding and we want to thank Jack very much for the help that he gave us with the purchase of our car. Thank you Jack. You’re a great person.

The sales rep, Sam, followed up and let me know when the vehicle I wanted was in stock. He arranged a convenient time to come in and complete the deal. The sales process was efficient and I was in and out within a couple of hours.

Subject: Concerns Regarding Recent Vehicle Purchase and Service Experience On May 17th, I purchased an electric vehicle from Ken Garff Volkswagen. Within five days of ownership, I began receiving multiple system error messages indicating issues with the electrical system and a complete failure of the vehicle’s assist systems. I promptly contacted the dealership, and I was informed that the service department would follow up with me. However, when I had not heard from anyone by that afternoon, I restarted the vehicle to reassess the issue. The same errors appeared, prompting me to take the car to a different Volkswagen dealership that was much closer to my residence. I informed Ken Garff Volkswagen of the situation and my decision to have the vehicle assessed locally. At that point, I expressed my dissatisfaction and concern about experiencing significant technical issues so soon after the purchase, as well as my worries about not having reliable transportation. The dealership informed me that a loaner vehicle could only be provided if the car was serviced at their location. I explained that I was uncomfortable having the vehicle driven nearly 30 miles in its current condition. After considerable discussion, and in light of the circumstances, they agreed to provide a loaner while my vehicle remained at the closer dealership. Early the following week, I contacted the local dealership for a status update, only to learn that Ken Garff Volkswagen had instructed them not to service the vehicle. They had then retrieved the vehicle and transported it—by driving it—back to their own facility, despite my explicit request that this not happen due to the vehicle’s condition. This action left me both frustrated and increasingly concerned about my purchase. I reached out to my original sales representative, Lisa, who told me someone would follow up. A sales manager then contacted me and stated he would no longer be involved. He informed me that I could either retrieve my vehicle and return the loaner or risk having the loaner reported as stolen—despite the fact that it had been provided by the dealership under a signed agreement. Given the unresolved issues with the car, I was not comfortable driving it again without a proper diagnosis. After further back-and-forth communication, the dealership finally agreed to tow the vehicle back to the original service location—on the condition that I sign paperwork stating I would not contact them again regarding the car or its servicing. Feeling that this was my only viable option, and in light of the prior threats and hostility, I agreed. This entire experience has been extremely disappointing and stressful, particularly for a vehicle purchased so recently. I felt compelled to document and escalate the situation, as it raises serious concerns regarding both the condition of the vehicle and the level of customer service provided. At this time, I have been without a vehicle for two weeks with no answers from anyone on a resolution. After dealing with this issues I ask that the dealership return and unwind the car purchase, as I will not make my first payment to the lender to own a car that was sold to me with existing issues.

Service manager jason is unprofessional. Service system of appointments is horrible. They want your car for 5 days or more to install a software update that vw and other dealers claim about 4 hours. They have 2.3 rating dealerrating PS.. VOLKSWAGON AMERICA MAIN TOLD ME TO GO TO ANOTHER DEALER AS GARFF IS NOT ABOVE 4.0 RATING OR 80% . AND DIRECTED ME TO AN AZ DEALER THAT IS AT 4.7 % in dealer ratings. JASON DOES NOT CALL BACK AFTER MULTIPLE PERSON TO PERSON MESSAGES AND VOICEMAILS REQUESTING A RESPONSE TO CALL ME..... ALSO... GARFF APPOINTMENT SYSTEM IS A SERIOUS BACKWARDS TYPE SET UP. UNLIKE A DR WHERE YOU HAVE A 10AM.. AND SEEN THAT MORNING. AT GARFF A 10 AM FOR ANEV IS WHEN THE GET TO IT OVER THE NEXT WEEK. NO ASSIGNED TOME AT ALL. I WOULD GUESS THIS NO EXACT DATE N TIME SYSTEM SLONG WITH THE LIES .. MULTIPLE LIES BY JASON AND SERVICE ADVISORS IS JUST A FEW REASONS FOR THEIR SERIOUSLY FAILING GRADE AT DEALER RATING.. 2.3 IS A D+ AT BEST.... WELL BELOW VOLKSWAGONS REQUIREMENT OF ABOVE 80% OR 4 OF 5 ETC PLEASE STAY AWAY. EVEN Volkswagen RECOMMENDED I DO NOT TAKE My VEHICLE TO GARFF