Ken Garff Ford Greeley

In January, my wife and I went to Ken Garff Greeley to purchase a new Ford Bronco, and had the worst experience we have ever had with a dealership. Ultimately we experienced terrible customer service, service recovery efforts, and dishonesty and misrepresentation of facts during negotiations. We presented to the dealership to test drive a model we saw online and were greeted by a sales rep who was wearing a baseball cap, hoodie, and was coughing incessantly during our time with him. Initially we gave this a pass but concerns were escalated when he pulled out a pack of Gordettos and started to eat them while completing our credit application; he did offer us some of his snack. Despite our interaction with the sales rep, we liked the vehicle and entered into negotiations. It is important to note that at the outset of the negotiations that I stated firmly that we were not at all interested in any aftermarket options for the vehicle, to include any clear coating, security options, or other options outside of what was included in MSRP. The negotiation process took a very long time, roughly 2 hours, and my wife and I felt like we were in the middle of efforts to wear us down and generate a sense of fatigue in hopes of taking advantage of us as the deal was getting consummated. We went through several offer sheets, and on one there was a line item for 'Aftermarket costs'. I pointed to this and our sales rep said something to the effect of, "yeah, that is not included in the price and that all the terms would be less when we ultimately get to finance'. I told him that we had not done this before, and that we typically knew exactly what we were agreeing to before signing a final offer and prior to going to finance. He then had the finance officer come to the desk to provide an explanation as to what we were seeing with our final offer sheet. She was quite loud with pressured speech, appearing somewhat annoyed that we were asking so many questions. Ultimately she contradicted our sales rep’s assertion that the listed monthly payments would be lower once we got to finance, stating that the payments listed were indeed aligned with the interest rates for which we qualified. We then went into finance to digitally sign the various forms that needed completion. Close to the end, we were asked to sign forms that aligned with aftermarket options, to include a security/emergency response system. I brought this to finance officer’s attention, saying we did not agree to any aftermarket options. She left the room to obtain the last offer sheet that was signed and pointed to the aftermarket line item, saying I approved them. I said that I did not, that I stated to our sales rep at the very beginning that we had no interest in aftermarket options, and that he said they had fallen off the purchase amount as negotiations continued. This is when the shell game/3 card Monty took place...the finance officer then stated "Oh that's OK because that is why our rep gave you those rebates to cover the costs of the aftermarket options on the front end so you wouldn't have them at the back end." I stated clearly and directly to her that our rep never discussed this with me and that the rebates we received were to reduce MSRP only, and should have had no bearing on the aftermarket options. She left the room abruptly to consult with our rep and her Manager. Ultimately they agreed to take out the aftermarket options and a new contract was authored and signed; attributing the additions of aftermarket options to miscommunication. The only communication in which we took part regarding the aftermarket options was to state at the beginning that we did not want any and to verify with our rep that the line item on the offer sheets were not included in the price we were seeing. This was a clear effort to use a 'cooking' process using delayed negotiations in hopes of hoodwinking us in the end.

I bought a Bronco Sport brand new. I have had nothing but problems with it. I have made several appointments with the service team to get them fixed only to sit in the waiting area for hours and then be turned away. I reported that my Bronco accelerates by itself, completely loses power, and now slams on it's brakes at random. I was sold a lemon and there is nothing they or the Ford company I have reported all of this to will do. Serves me right for buying there I guess.....

Do not waste your time buying from this dealership. They will do everything they can to make a sale but will continually ignore you if you have issues after the purchase. I live over 10 hours away from Ken Garff Ford in Greeley, CO but was looking for a 2024 Ford F-150 Platinum in a certain color with certain options. I was able to find what I wanted at this dealership and worked with one of their salesmen, Ray, to make arrangements and purchase the vehicle. At first everything was great and they were very responsive to the questions I had, that is until there was an issue. I purchased the pickup on a Saturday, meeting the salesman 2 hours outside of Greeley to cut down some of my drive time. It was 8 hours to the meeting location and I thought buying a brand new $80K+ vehicle I would be safe to assume it had no major scratches or issues. I parked the pickup in a parking garage with no vehicles around it Saturday night before returning home Sunday where it was parked inside my garage. I then had to leave for business Monday morning and the vehicle sat all week until I was able to get it out and hand wash it. While I was washing the vehicle, I located a very deep scratch in the rear driver’s side of the pickup box. The vehicle is a very dark blue color and you can only see the scratch in the right light and you must be right on it, regardless this is not something that I can ignore on a brand-new vehicle. I let Ray know right away that day through text that I had found the scratch and he asked me to get an estimate. I took time from my work day on that Monday and took the vehicle to a body shop here in town for an estimate, the quote came back at just under $1200. I then sent this to Ray right away as I was surprised at the cost, he asked for a photo that I then sent to him. He had to go check with his boss and sent a text saying “if I can get them to split the bill would that work for you?” and that “if it was closer to the delivery date, they would probably cover the whole thing.” I then explained to Ray that I had been gone all week and they would have heard about it right away had I had time to wash it before my trip. I also said that I would take on 25% if they did 75% to take some accountability for not giving the pickup a once over when I picked it up, even though I truly should not have to do that with a brand-new vehicle. From that day on it was a constant back and forth between me and Ray, me and a new car manager, Matt, and finally leading to a Manager, Bo, who was not even with the dealership at the time of purchase. None of these people were willing to have a real conversation about the issues and eventually all of them Ray, Matt, and Bo left messages unanswered. I have since reached out to Ford Customer Relations team and will be pursuing this further with Ford Consumer Affairs, wish me luck in someone making this right. Long story short, do not bother with this dealership if you want to deal with people who are there for more than just another sale.

If I could give this a zero I would. Some of the fun stuff you can look forward to when dealing with them is being charged for repairs that were never made, nobody returning your phone calls, nothing getting done, being lied to, and empty promises. I have spoken with 3 sales people, the service manager, a service writer and left a message for the GM who does not return calls. Ray in sales loves to make promises that he does not honor. They are doing this to my mother who just lost her husband. Customer service is a foreign concept to this place. It is worth the extra drive to take your business to Loveland Ford. I wonder what Ken Garff would have to say about the way John lets his people act like this. Go to the Ken Garff site, they do the opposite of everything they say on there.

I had a truly disappointing experience at Ken Garff Ford Greeley that I feel compelled to share. After taking my vehicle in for repairs, I paid a significant amount, only to find that the work was not completed satisfactorily. This left me feeling frustrated and misled. To make matters worse, I was approached by the service manager, Matt, who suggested that I alter my customer satisfaction survey results. This is not only unprofessional but also indicative of a larger issue with their commitment to genuine customer service. I attempted to reach the General Manager multiple times, but my calls went unanswered, which only added to my frustration. The lack of communication between the sales and service departments is appalling. I felt like a mere number rather than a valued customer, especially after my purchase was finalized. Ray, who assisted me, displayed poor customer service and seemed disinterested in addressing my concerns. Overall, my experience at Ken Garff Ford Greeley has left me feeling disregarded and undervalued. I cannot recommend this dealership to anyone looking for quality service and support. Save yourself the hassle and shop elsewhere.

I bought my car in January from Ken Garff and had great assistance in the Sales and Finance dept! If you need a “Quick Lane” or diagnostic, DO NOT bring your vehicle here. I scheduled an appointment for July 19th and told over the phone it would be estimated 1/2 to a full day to be diagnosed which was great with me. I could even leave it through Saturday. I dropped my car off that morning and was told it wouldn’t be looked at until the next Monday or Tuesday. I bought this vehicle brand new and it’s my only vehicle for work. I rescheduled for Thursday the following week so it would have more time to be looked at. Again I bring it in and is estimated to be looked at by next Tuesday or Wednesday. I had to buy a rental because they had no loaner cars. So for three days I was waiting for my car and I call on Wednesday the 31st and they haven’t been able to complete the oil change or diagnostic for the screen. I ask them to deliver it back to my house and they do that very quickly! So I rented a car for nothing with NO service done on my car. I would have appreciated a call or heads up that it wouldn’t be looked at in the estimated time, so I could make arrangements. I was able to make an appointment with Loveland Ford on Friday and it was done within 5 business hours. So overall- Ken Garff where I originally bought the car was no help at all.

Tom in the Title Dept did an awesome job working a problem...always keeping the customer first. Thanks, Tom!

Terrible customer service and no transparency. We purchased a vehicle and were told that it still needed the pre-purchase inspection. We were unaware until far into the deal that that it had not been done yet. We were told it would be ready in 2 days. After calling and continuously going to voicemail with no call backs, we finally talked to the car salesman that helped us. It took the service center a week to get us the vehicle with no explanation as to what needed fixed in the first place. We were told numerous reasons as to why it wasn't fixed on time. Cut to, two months later, and the vehicle is experiencing problems. We bring it in and are told that the repairs will be $5,500. It took three days to get through to anyone, only received on call back after numerous voicemails. We were told that the warranty doesn't cover the air conditioning going out, but are experiencing other issues with the vehicle that are not being addressed (engine light coming on when traveling far distances and the engine turning off by itself). They stated that everything else was fine. Now we are extremely worried that the vehicle will continue to have problems due to the lack of transparency about what was wrong in the first place. We were told there is nothing they can do to help.

My experience with this Ken Garff dealership was poor. No one answered the phone, and there wasn’t a voicemail option. Employee behavior ranged from clueless, indifferent, and concern with survey results above all else. There is little evidence that Ken Garff employees communicate with each other. The customer service representative spent more time telling me how the survey reflected on him than on reviewing the work done to my car. While I was on the phone reviewing the scores with the customer service representative, the customer service representative told me he was ignoring the phone so that he could spend time with me to understand why I didn’t rate a question with a score of “5”. No wonder the phones aren’t being answered - the employees are more worried about their scores than doing a good job!

Worst customer service I’ve ever experienced! When making appointment for recall fix, was told time frame would be “one hour max”— but was told at check-in, “we’re running behind 3 hours” (ended up much longer than that)! Ignored outside as I waited 15 minutes for entrance to service area, ignored by manager in service department as he chatted with several employees (an “I’ll be right with you!” is always appropriate), never got a phone call when finished as promised, no apologies from anybody about anything that resulted in a full day of inconvenience! Incompetence all around!