Castle Rock Ford

If I could give a Zero rating, I would. We purchased our 2022 F150 from Castle Rock Ford (“CR”) in August 2022. We added the platinum service warranty, windshield, tire and wheel plus an We purchased our 2022 F150 from Castle Rock Ford (“CR”) in August 2022. We added the platinum service warranty, windshield, tire and wheel plus an extended warranty which we were told would be an extension of the manufacturer's warranty and would be a seamless transition when the manufacturer's warranty ended. The total cost of these warranties was $6385. We live in Colorado Springs but thought it was worthwhile for us to travel to Castle Rock to keep our truck well maintained. We were wrong about that. We have had several negative experiences with Castle Rock Ford and below is a recap of the most recent one. We took our truck in for routine maintenance and a few warranty items. The mileage was 36,564. We weren’t concerned about any of the items since we had been told when we purchased the vehicle that the extended warranty would cover the same as the manufacturer's warranty. We dropped the truck off on a Tuesday and it sat untouched until the following Monday. Once CR looked into what we thought were warranty items, we were surprised, disappointed and angered to learn that none of the items would be covered under the extended warranty since our manufacturer’s warranty had expired 564 miles ago. Our extended warranty is not worth the paper it was written on. It has absolutely zero value. We learned when we picked up our vehicle that the service writer, Amber, had not yet contacted the warranty company but she assumed that none of the work would be covered. In addition, we were informed that there were in excess of $1200 in diagnostic fees due and a total cost before taxes and shop supplies of $4593.61 to make repairs. When we dropped the vehicle off for service, we were never informed that there would be any charges for diagnostics or anything else. One of the items CR found during their inspection was that the battery was reading less than 50% and it would be $313.95 not including tax or shop parts to have it replaced. I reminded Amber that in April 2024 at 24086 miles, CR replaced the battery since it was reading less than 50% under the manufacturer's warranty. The service writer at that time was Nick, who confirmed in writing that the battery was replaced and that the new warranty would be 2 years and unlimited mileage. I could add a lot more issues that we have encountered with CR but I think you get the message. The big takeaway is that on more than one occasion, CR has outright lied to us on. They have caused financial consequences that impact us. They do not keep their word. Buyer beware when you have any dealings with CR. After CR having the truck for more than a week, we were told that they would do the maintenance items and battery change immediately. After half an hour, we were informed that the information we had been given previously was incorrect and the battery was only warranted for 12,000 miles or 12 months. We had exceeded the mileage by 478 miles and CR would not replace the battery and if we wanted the oil changed, it would be another 2 hours. We left without any maintenance or other work being done and without any cost to us. It has been more than a month since this incident, and we have still not received the inspection report and the technical notes as we were promised. We wanted to be loyal to Castle Rock Ford as that is where we purchased our vehicle but after the recent and prior service encounters and issues, we are not likely to return. We had the maintenance performed at the shop closest to our home, Phil Long Ford at Chapel Hills and are very happy with the service advisor and the service performed. We were given a copy of the inspection report on the spot and left with a smile on our face. More

Thanks again to DMITRY. For helping with an amazing experience and getting our 2024 bronco For helping with an amazing experience and getting our 2024 bronco More

I recently purchased a used vehicle from this dealership from out of state…. It was a classic used car dealership story…. I worked directly with Wes who promised me “everything under the sun” just to make t from out of state…. It was a classic used car dealership story…. I worked directly with Wes who promised me “everything under the sun” just to make the sale. The vehicle was delivered with 4 cracks in the windshield that he promised to have fixed before delivery. When the delivery truck arrived I had no choice but to take delivery do the truck and give him my trade in. I have now been back and forth with him and Rob (accounting) for 12 weeks trying to get this wind shield fixed. It is such a headache and so very frustrating. I wish I would have purchased from another dealership. I do not recommend this dealership and would recommend going somewhere else… any where else! Do not purchase from here!! It only brings headache and frustration!! More

Avoid at all costs. Above market pricing, nonsense fees, deceptive business practices. This dealer gives the industry a bad name. Above market pricing, nonsense fees, deceptive business practices. This dealer gives the industry a bad name. More

Andrew my service advisor worked relentless on diagnosing my F 150 platinum problem. He kept in touch with me all along the way! Found out it was not what he thought the problem was and saved me a ton of mon my F 150 platinum problem. He kept in touch with me all along the way! Found out it was not what he thought the problem was and saved me a ton of money. He made sure of my safety before I left the lot! Thank you Andrew the way you guided me through the process! More

Second bad experience. 1st was a recall where the service dept. re-flashed my computer and my car would not go above 28MPH. I called them and they told me I must have done 1st was a recall where the service dept. re-flashed my computer and my car would not go above 28MPH. I called them and they told me I must have done something. After multiple tries they re-flashed and told me that the tech loaded bad data. Most recent 7/3/24. I had fluid changes and supplied a filter and gasket along with the trans fluid I use. Front desk said that the tech wanted to discuss the gasket so I called he said that he has never seen a gasket without metal. I asked if he had some in stock and what was the price, they confirmed through a text in stock and a price of $102.05. I replied I am good with that and they Amber added it to the text invoice. Then I get a text that the tech said the rubber gasket caused him to break a bolt in the pan. REALY? The service manager called and tried to blame me for the issue. Same as the computer flash that went south on them. He had no plan on trying to fix it until I told him the situation of a long planed trip but still let the tech go home that broke the bolt. He did say that he had a guy stay back to try and remove it but was un successful and only got half the bolt out. And said the guys wife was mad because he stayed literally 30 min past close. What about the customer, me and my family? The truck is still in the shop and caused my family to miss a planed trip camping due to the truck being down. So we are home instead of on vacation for the 4th. My experience is that this service dealership is a bunch of liars that have a staff that are not properly trained and clearly not spot checked by the organization. They take no accountability for their negligence ever... The tech most likely used a impact wrench instead of a torque wrench. I will update everyone on the final outcome. And I will be taking my truck to a reputable shop to have it looked at for further damage caused by this service event. And will be seeking the appropriate help to get visibility and a fare resolution to this issue. More

Crooks disguised as businessmen. Caveat emptor! Many add-ons paid for as I was told they were required by law. Turns out that is not true. Imagine that. Caveat emptor! Many add-ons paid for as I was told they were required by law. Turns out that is not true. Imagine that. More

I recently bought a truck from Castle Rock Ford. I had asked for my tires from my trade in to be put on my truck multiple times and was told no. A few weeks ago my friend from work went and bought I had asked for my tires from my trade in to be put on my truck multiple times and was told no. A few weeks ago my friend from work went and bought the same truck and was able to get his tires switched. I called and talked to Seth and Justin about the situation and asked for some reimbursement on my tires. They offered NOTHING and acted like they didn't care. Horrible customer service!!!! My dad was going to buy a truck from here but Larry H Miller here we come!!! If you want a good experience and good customer service go elsewhere. They are terrible. More

Much was a terrific service rep. He was very responsive and answered all my questions. One of my best experiences at CR Ford He was very responsive and answered all my questions. One of my best experiences at CR Ford More