I want to be very clear that this 5-star rating is for the staff at Ken Garff Honda of Orem, especially the service manager, Jason, and not necessarily for Ken Garff's policies or paperwork. We brought our vehicle in for a recall and an alignment. The alignment itself turned out great and the car drives noticeably better now. There were a couple issues with the paperwork that I wasn't comfortable with. The original estimate had an additional $12.99 listed under parts even though no actual part was identified for the alignment. I questioned that charge and they ultimately removed it. My bigger concern was the disclosure/authorization language included with the estimate. In particular, the section regarding responsibility for loss or damage to the vehicle was, in my opinion, far too vague and broad. The staff explained that it was only intended to apply to damage the dealership did not cause, but the actual wording did not clearly say that, and I wasn't willing to sign something that could potentially be interpreted differently later. I explained that I was completely willing to pay for the alignment they had already performed, but I would not sign the paperwork in its existing form. I told the service manager I would happily agree to the transaction if I could cross out the terms I wasn't willing to accept and have both of us acknowledge the change. To his credit, Jason was extremely patient, respectful and professional through the entire conversation. He didn't become argumentative or dismissive even though I was questioning their paperwork. He listened to my concerns, worked with me, allowed the disputed language to be crossed out, and signed the modified paperwork with me. That is exactly how a manager should handle a customer who has a legitimate concern. The rest of the staff I interacted with were also very kind and professional. I have no complaints about how any of the employees treated us, and the actual work performed on the vehicle was good. My criticism is directed at Ken Garff itself. I don't think customers should be presented with vague, extremely dealership-favorable legal language and be expected to simply sign it without questioning it. If the company's position really is that it remains responsible for damage directly caused by its employees, then the paperwork should clearly say that instead of leaving room for interpretation. The language could easily be written more clearly and fairly. For anyone wondering exactly what language I'm talking about, on my paperwork it was on page 3, Section B. It states that the dealership is not responsible for “loss or damage to my vehicle,” and then separately refers to damages “not caused directly by the Dealership.” That wording was vague enough that I was not comfortable agreeing to it. I strongly encourage anyone having their vehicle serviced here—or honestly anywhere—to actually read everything before signing it. Don't assume that something is just standard paperwork and doesn't matter. If there is language you don't understand or don't agree with, ask questions before signing. If you want something crossed out or changed, make sure the dealership agrees to that modification as well and have both sides initial or sign the change so there is a clear record of what was actually agreed to. So: 5 stars for Jason and the staff at the Orem Honda location. They genuinely earned it. As far as I'm concerned, they deserve a raise for having to deal with company paperwork and policies like this while still treating customers well. For Ken Garff corporate and whoever writes or approves these disclosures, I would give 0 stars. Please rewrite them in plain, unambiguous language that protects the dealership without making customers feel like they are signing away their rights. Thankfully everything was resolved respectfully, the questionable charge was removed, we reached an agreement on the paperwork, and the car drives much better after the alignment. I appreciate Jason and the rest of the staff for handling the situation the way they did.

Work was completed on time and for less than initially estimated.

They were so professional and it was a fast and easy experience! I definitely recommend this dealership!

Helpful, professional and kind staff! I had a great experience and will be back in the future.

Ken Garff was great! It was about an hour for the oil change just like they said. This includes the overall inspection which I appreciate. I also appreciate a place to sit and work so I can keep caught up on emails etc.

Superb customer service that was provided by everyone we encountered! From the sales experience that featured Eric Eggett, who by far and away was the best car selling representative we have ever dealt with! He was kind, patient and sincere about finding the perfect vehicle to fit our needs and budget. He answered all of our questions and addressed any concerns we had. A total professional and a gentleman. We also dealt with an individual named Ryan,( sorry we didn't catch his last name). But he was very instrumental in making the numbers work for us. Again, polite, personable and professional in every way! Finally,our dealings with the Finance Manager, Josh Ludlow were of the highest quality. Josh took us through the final process and patiently explained additional options available to us that were still within our budget. We were impressed with his professionalism, sincerity and integrity. When we left, we knew we were in good hands and had made the right choice coming to this dealership, which by the way was our first time. Great experience all the way around!

I could take my Tacoma anywhere for service. I had 3 services included in my truck purchase. Like every other car I have purchased from Ken Garff. I USE the included services and when I run out I still go back to them. Why..I feel they are honest and take accountability. I had an issue with my Tacoma. They did not run from their issue . Took accountability for making a mistake, fixed the mistake making it right. That's cool and not often approached like that anymore. Thanks Ken Garff Honda. I'll be back

Mark went above and beyond to get me the exact car I wanted. We ran into some unexpected delays over a weekend. This was important to me, because I had driven nearly 5 hours to pick up the car and could not easily reschedule my own time. He and the Garff team were exemplary!