My significant other Phillip S and I bought a car from this dealership on 7/17/2023. The salesman, Josh, was great and after going back and forth over the phone for a while, we agreed on a cash price for the White 2022 Honda Civic Hatchback we were interested in. We completed the negotiations over the phone due to the distance from the dealership and wanted to make sure before making that long drive, we were not wasting each other’s time. When we went into test drive the car to ensure everything was good before officially purchasing the car, the manager then retracted on all the “dealer guarantees” that were supposed to come with the car. Per the manager, he had to do this because Josh, the salesman, supposedly did not get prior approval from him on the sale price - which I highly doubt was the case. The biggest disappointment and why we will NEVER buy a car from the Ken Garff dealership again is because they don't stand behind what they advertise. This is pasted from their website:
"We understand how hard it can be to find a pre-owned vehicle you can trust. That’s why we created Ken Garff Certified Pre-Owned. Every Ken Garff Certified Pre-Owned vehicle receives a 118-point inspection so you can buy with confidence. Plus, these special perks are included with the purchase of every Ken Garff Certified Pre-Owned vehicle: 3 months / 3,000 mile comprehensive limited warranty with a $0 deductible, including bonus coverage for defective tires, batteries, brakes and bulbs. Complementary vehicle history report. Powertrain extending additives including engine deposit cleaning additive, transmission condition additive, fuel system cleaner, cooling-system treatment, arctic blast A/C treatment, and power steering fluid conditioner. Second key and remote. Free home delivery program. No hassle return/exchange for 5 days or 500 miles."
However, when we got to signing the paperwork, the sales manager said they would not be able to honor any of these advertised guarantees because we were already getting a good deal for the car. This is VERY POOR customer service and shows that they don’t stand behind their dealership "standards". The car only has 1 key so now we will have to spend $150-$200 to get another key and have it programmed; they did not offer the free home delivery, so we had to make another 80 mile trip 2 days later to pick up the car after a mediocre "detail job”; there was less than a quarter tank of gas in the car; and they told us there would be no additional warranty or hassle free return-exchange.
We love the car we bought but were not impressed with the purchase experience, lack of management customer service, and retraction of advertised benefits when they had us at the signing table. We paid cash for this car and it’s sad that they would rather give a poor customer experience and lose any future sales than stand behind their Used Car Dealer Guarantee. If the dealership would like to contact us to make things right, we will update our review, but for now, this is a lost future customer.
JC
J C.
Sun City West, AZ
01/15/2023
0
Category: Sales
Break state laws by not giving you an estimate orally or written
They fix the very simple problem because the battery was in tight.
Then the lady that has been there for many many years suggested I get the hundred thousand mile tuneup as per book.
I left my key. I got no estimate I signed nothing.
I disputed the charge of $1700 with visa, but failed. They sent a bunch of paperwork that had no meaning to this work that they did.
They did not show evidence that I approved anything.
But since visa dispute department gets paid by the vendors I failed
NW
Neal W.
Surprise, AZ
05/26/2022
0
Category: Sales
???
This is one of those situations, that if there were zero stars...I have been taking my cars to this location for about 14 months. Before Ken Garff took it over it was part of the Earnhardt outfit. (Rodeo Hyundai in Surprise) I had zero problems during those days. I drive about 40k miles annually so my car is at the dealer about every 6-7 weeks for maintenance. The 1st time I went to Ken Garff Hyundai in Surprise, I was told my car needed an alignment, cabin and air filters. My car rode perfect and I had just changed the filters. In the last 20,000 miles the tread on the tires have worn evenly. "When someone shows you who they are, believe them the first time" -Maya Angelou.
Last week I went into the Ken Garff Hyundai dealership for routine maintenance. Oil change, tire rotation, top off the fluids, safety check. It took about an hour and a half. They return my car, give me my report and I hit the road. This is when I notice something is wrong with the "service". I drive my car into neighborhoods under construction almost every day. I had picked up a screw in both of my passenger side tires the week before. I had slow leaks in both tires. I switched the display to show the inflation level and the two passenger tires still showed less pressure. Obviously the Tech hadn't bothered to even check the levels or inflate them. I had to get to my first appointment. That made me curious, so I checked the service paper work that they gave me to detail what they did and what my car needed. I noticed the tech had noted that my filters were dirty and needed to be replaced. There are two problems with this. 1. I had just changed them myself 5000 miles before. 2. The staff didn't inform me they were dirty and try to correct the problem (even though there wasn't one). I called the service department at Ken Garff Hyundai in surprise and Asked to speak to the service manager. No one was available so I left my name and the number and the reason for my call. I told the person who took the call everything. The tires were not rotated, the tech lied about the filter condition. I even let him know I had doubts the oil was changed. After receiving zero response from anyone at Ken Garff Hyundai in surprise, I called back the following Wednesday and asked to speak to a service manager about this problem and the employee who answered the phone said he would connect me and I was sent back into the automatic phone rotation of press 1 for service etc. I may not be able to get a phone call back from these guys but I will never do business there again. My wife just bought a new Tucson from Earnhardt Hyundai in Scottsdale yesterday. This business would have been theirs if they just had the common courtesy of returning a phone call and taking care of a loyal customer. Bottom line is these guys are untrustworthy. Don't use them. Best regards.
NW
Neal W.
Surprise, AZ
05/26/2022
6
Category: Sales
???
This is one of those situations, that if there were zero stars...I have been taking my cars to this location for about 14 months. Before Ken Garff took it over it was part of the Earnhardt outfit. (Rodeo Hyundai in Surprise) I had zero problems during those days. I drive about 40k miles annually so my car is at the dealer about every 6-7 weeks for maintenance. The 1st time I went to Ken Garff Hyundai in Surprise, I was told my car needed an alignment, cabin and air filters. My car rode perfect and I had just changed the filters. In the last 20,000 miles the tread on the tires have worn evenly. "When someone shows you who they are, believe them the first time" -Maya Angelou.
Last week I went into the Ken Garff Hyundai dealership for routine maintenance. Oil change, tire rotation, top off the fluids, safety check. It took about an hour and a half. They return my car, give me my report and I hit the road. This is when I notice something is wrong with the "service". I drive my car into neighborhoods under construction almost every day. I had picked up a screw in both of my passenger side tires the week before. I had slow leaks in both tires. I switched the display to show the inflation level and the two passenger tires still showed less pressure. Obviously the Tech hadn't bothered to even check the levels or inflate them. I had to get to my first appointment. That made me curious, so I checked the service paper work that they gave me to detail what they did and what my car needed. I noticed the tech had noted that my filters were dirty and needed to be replaced. There are two problems with this. 1. I had just changed them myself 5000 miles before. 2. The staff didn't inform me they were dirty and try to correct the problem (even though there wasn't one). I called the service department at Ken Garff Hyundai in surprise and Asked to speak to the service manager. No one was available so I left my name and the number and the reason for my call. I told the person who took the call everything. The tires were not rotated, the tech lied about the filter condition. I even let him know I had doubts the oil was changed. After receiving zero response from anyone at Ken Garff Hyundai in surprise, I called back the following Wednesday and asked to speak to a service manager about this problem and the employee who answered the phone said he would connect me and I was sent back into the automatic phone rotation of press 1 for service etc. I may not be able to get a phone call back from these guys but I will never do business there again. My wife just bought a new Tucson from Earnhardt Hyundai in Scottsdale yesterday. This business would have been theirs if they just had the common courtesy of returning a phone call and taking care of a loyal customer. Bottom line is these guys are untrustworthy. Don't use them. Best regards.
Steve S. was professional, knowledgeable and courteous. Great review of the vehicle so we know how all (most-Lol) of the buttons and center console work. Nice pleasant experience.
definitely a great place to purchase a vehicle! Highly recommended to my friends and family looking to purchase something. Service is good, communication is excellent & did not wait too long for paperwork
We test drove a crossover and I liked it but it was pretty small for me being 6’4” in height. Then we test drove a Tucson and the ease of getting in and out were great. I do wish it had a little more head room for the windshield and the suspension could be better as I feel a rear sway when I go over bumps but all in all it was a good purchase. I’m happy with it.
TM
thomas m.
Elk Grove Village, IL
02/02/2022
10
Category: Sales
Murray Family
This was truly one of the most pleasurable car buying experiences my family as ever had. Our daughter was purchasing a used car from Garff Hyundai in Suprise and our salesperson Steven S was polite and knowledgeable and explained the breakdown of all incentives with our trade-in along with her used vehicle purchase. As for their financial department that team ensured that our daughters car had all the coverage needed prior to leaving the lot. Thank you Stephen S, and your entire team! The Murray Family!
Wonderful experience from start to finish. Each individual we encountered at every step of the way, were very professional and provided us with an honest fair purchase. Very satisfied with Ken Garf Hyundai Suprise
CC
Chandra C.
Peoria, AZ
2022 Hyundai Ioniq Hev
01/14/2022
Verified Customer
10
Category: Sales
Buying experience was exceptional with my ioniq hybrid
After test driving a 2022 Sonata, our salesperson, Rose, provided us with great customer service. She answered all our questions in a professional and knowledgeable manner. And, together with her boss, facilitated the process in purchasing the car.
Friendly people, attentive to what I was looking for, reviewed all information with me in full and I M very happy with my purchase and trade at Ken Garff Hyundai. I would recommend friends and family if they needed a vehicle.
We test drove a 2022 Santa Cruz and decided to purchase it. John Silva, our salesman made the sales process easy. A special thanks to the General Manager Armando for the addition customer service we received.
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Verified Customer
"We understand how hard it can be to find a pre-owned vehicle you can trust. That’s why we created Ken Garff Certified Pre-Owned. Every Ken Garff Certified Pre-Owned vehicle receives a 118-point inspection so you can buy with confidence. Plus, these special perks are included with the purchase of every Ken Garff Certified Pre-Owned vehicle: 3 months / 3,000 mile comprehensive limited warranty with a $0 deductible, including bonus coverage for defective tires, batteries, brakes and bulbs. Complementary vehicle history report. Powertrain extending additives including engine deposit cleaning additive, transmission condition additive, fuel system cleaner, cooling-system treatment, arctic blast A/C treatment, and power steering fluid conditioner. Second key and remote. Free home delivery program. No hassle return/exchange for 5 days or 500 miles."
However, when we got to signing the paperwork, the sales manager said they would not be able to honor any of these advertised guarantees because we were already getting a good deal for the car. This is VERY POOR customer service and shows that they don’t stand behind their dealership "standards". The car only has 1 key so now we will have to spend $150-$200 to get another key and have it programmed; they did not offer the free home delivery, so we had to make another 80 mile trip 2 days later to pick up the car after a mediocre "detail job”; there was less than a quarter tank of gas in the car; and they told us there would be no additional warranty or hassle free return-exchange.
We love the car we bought but were not impressed with the purchase experience, lack of management customer service, and retraction of advertised benefits when they had us at the signing table. We paid cash for this car and it’s sad that they would rather give a poor customer experience and lose any future sales than stand behind their Used Car Dealer Guarantee. If the dealership would like to contact us to make things right, we will update our review, but for now, this is a lost future customer.