Groove Ford - Service Center

My service engine soon light came on (steady, not flashing) just blocks from this dealership, so I brought it to Groove immediately. The service writer was pleasant and straightforward: “Leave me you flashing) just blocks from this dealership, so I brought it to Groove immediately. The service writer was pleasant and straightforward: “Leave me your truck and I can have a mechanic look at it in 5 days”. What ? Are you joking? Why don’t I bring it back in 5 days and your mechanic can run the diagnostics while I wait. This ain’t my first rodeo cowboy. I know what must be done to analyze a repair like this. His reply was; “Make an appointment to drop your truck off and a mechanic will look at it within 5 days of that date.” That’s crazy and completely unacceptable. I bought the Premier care warranty plan with the purchase of this new (2022) F-250 truck. How does this service fall anywhere near premier care? This fact didn’t change a thing. I get a free loaner while your mechanics service my vehicle, according to the Premier care plan, and a fact that the service writer failed to suggest. His reply was simply, “we don’t offer loaners because we don’t have any to loan out. Don’t you have a second car?” No! I’m not buying another vehicle just to have for these situations. So I recommend getting a rental car which is also covered by my care plan, another fact he neglected to mention. His reply, “you could get a rental but there’s not any rental cars available. Plus it’s a risk if Ford will pick up the bill since we don’t know if this repair is covered by the warranty.” Amazing! His crystal ball also knows what the car rental market is doing at that very moment. This guy seems xxxx bent on making things as inconvenient as possible for the customer. “We can offer you a ride home after you drop the truck off.” What am I supposed to do for transportation for the next 5 days assuming they can fix the problem the same day as the diagnostic testing? (Wishful thinking) The service writer has no solution. Where’s the first rate service they advertise on their home page? When’s the last time they offered an enjoyable experience to their customer? Does Groove Ford even know what a good customer experience looks like? There’s plenty of opportunities to do better but Groove Ford just doesn’t care once you leave their sales floor. It doesn’t make any difference who I was working with from Ford. It’s obviously a departmental attitude problem. Do better! There’s so much opportunity to grab more business if you just follow up on your own policies and customer promises. I called a month later to schedule a service recall and was given the same dialogue and list of inconveniences. I’m never buying another extended warranty if Ford isn’t going to guarantee they honor it. My purchase is primarily based on the quality of the product together with quality of service. This truck has less than 9,000 miles on it but without good quality service, I’ll be replacing it with another brand that can deliver on their promises. More

do not buy a vehicle from here. They sold me a lemon, they knew this SUV had all these issues and they just sold it and wont fix it all. I told them I had a child in a wheelchai They sold me a lemon, they knew this SUV had all these issues and they just sold it and wont fix it all. I told them I had a child in a wheelchair that would be in the car and they still gave it to me and told me it was okay. It has been one thing after another I have had this vehicle for 4 months. They dont care about fixing the cars before selling them. More

Brooke Peterson the GM Brian Johnson service manager Are who I worked with and talked to and received no help from. I Brought a 70k 2022 new f150 to this shop for a recall to be done. I had just bought a Br who I worked with and talked to and received no help from. I Brought a 70k 2022 new f150 to this shop for a recall to be done. I had just bought a Brand new 10k in the lift and wheels and tires the day prior to bring the truck in for a recall. They had my truck total 7 weeks trying to fix a couple recalls and stuff on the truck. While having my truck Brian Johnson pulled my truck in and out several times cranking the wheels so much it chopped up my brand 35in tires. They were $535 each tire. His driving ruined my tires. I called and talked to Brian and he told me to pound sand. Called the Gm Brooke Peterson and he told me I'd hear back the next day well several days later and after me reaching out he finally calls and tell me they will flip the tires inside out. That's not fair or right. I brought in brand new tires, I don't want chopped up tires reversed inside out. Wouldn't even offer to buy or replace my tires or pay to get new ones on. which is the right thing to do. My truck should be as good if not better once it leaves. Not worse and damaged. So now I have to buy new tires again. When I got the truck back there were scratches and scuffs that weren't there before and did a joke of a touch up paint on that. Also The mechanics are lazy and hacks and over charge and look for short cuts. Had to go in and fix their work 2 separate times. My complaint is they damaged my brand new tires and I want new ones back on. They are $535 per tire. Plus tax. Plus mounting and balancing and gas to be reimbursed for wasting my time and ruining my tired and causing headache and inconveniences to me. More

Brooke Peterson the GM Brian Johnson service manager Are who I worked with and talked to and received no help from. I Brought a 70k 2022 new f150 to this shop for a recall to be done. I had just bought a Br who I worked with and talked to and received no help from. I Brought a 70k 2022 new f150 to this shop for a recall to be done. I had just bought a Brand new 10k in the lift and wheels and tires the day prior to bring the truck in for a recall. They had my truck total 7 weeks trying to fix a couple recalls and stuff on the truck. While having my truck Brian Johnson pulled my truck in and out several times cranking the wheels so much it chopped up my brand 35in tires. They were $535 each tire. His driving ruined my tires. I called and talked to Brian and he told me to pound sand. Called the Gm Brooke Peterson and he told me I'd hear back the next day well several days later and after me reaching out he finally calls and tell me they will flip the tires inside out. That's not fair or right. I brought in brand new tires, I don't want chopped up tires reversed inside out. Wouldn't even offer to buy or replace my tires or pay to get new ones on. which is the right thing to do. My truck should be as good if not better once it leaves. Not worse and damaged. So now I have to buy new tires again. When I got the truck back there were scratches and scuffs that weren't there before and did a joke of a touch up paint on that. Also The mechanics are lazy and hacks and over charge and look for short cuts. Had to go in and fix their work 2 separate times. My complaint is they damaged my brand new tires and I want new ones back on. They are $535 per tire. Plus tax. Plus mounting and balancing and gas to be reimbursed for wasting my time and ruining my tired and causing headache and inconveniences to me. More

Very good service and accommodating of my special request. Car was written up promptly, in line for service quickly and ready to go within 1.5 hours, which I consider quite good for a no appointment request. Car was written up promptly, in line for service quickly and ready to go within 1.5 hours, which I consider quite good for a no appointment waiter. More

I have brought my F-150 truck in 3 times for warranty service and each time has been a complete disaster. Replaced dash, Broke instrument cluster panel and was told it's not a warranty issue. Had them re service and each time has been a complete disaster. Replaced dash, Broke instrument cluster panel and was told it's not a warranty issue. Had them replace my brakes and asked them to look at the wheel bearings. They didn't. Now back in for wheel bearing replacement for nearly 2 weeks. Was told parts were on Back order. Checked with outside mechanics and was told they could fix it in a day or two. No one returns calls when they say they will. Went to Ford and escalated to "Customer Experience Specialist" was told I would receive a call back within 24 hours. No call back. This is the worst customer service I have ever seen and I have 40 years of sales and service experience. Probably the last Ford I will ever buy! It's a shame to see a company perform so poorly but I will speak with my wallet since no one will speak to me to fix my problem. More

My first and only experience with customer service in the Groove Ford Service Department was frustrating and disappointing. I brought my 2022 Escape for servicing on February 9, 2023. Chris told me that he Groove Ford Service Department was frustrating and disappointing. I brought my 2022 Escape for servicing on February 9, 2023. Chris told me that he would need to order parts from Ford for a brake problem and that he would contact me when the parts arrived. After about five weeks, I called for a progress report. I left two messages, with no response from Chris. I got through to him on the third try, and he said he would call me back the next day with information. I did not hear from him. After the fourth call, in which I expressed my frustration with him, he called me back and we set us an appointment for today. When I met with him, he said that the repair was “needless” (though he never told me that on Feb 9) and that he fully expected it not to work. Regarding my complaints about his lack of responsiveness to my calls, he told me that it was my responsibility to reach out to him. When I reminded him that I had done that (despite his telling me he would call me), he told me that the Groove voicemail system is unreliable, and that next time I should wait on hold while he is paged. No one told me about this procedure. I expressed surprise at his seeming lack of concern for good customer service that doesn’t needlessly frustrate customers. His attitude seemed to be, that’s the way it is, take it or leave it. “I’m not going to sugar coat it”. I felt he had no concern for for my frustration at his lack of responsiveness. I will not be taking my business back to Groove. More

I am so disappointed in Groove Ford's service department. In the past I have provided 5 star positive ratings but it seems their service quality has completely diminished. First problem, I called my service In the past I have provided 5 star positive ratings but it seems their service quality has completely diminished. First problem, I called my service representative to schedule an appointment for a recall on my 2020 Expedition. He said he would call me when the parts arrived. Waited a month with no call. Stopped by to see him, told him who I was and why I was there. He offered to help me if I could tell him who my representative was. When he discovered he was the representative, he checked on the parts, which were there. He blamed it on the parts department. Second problem, my 2018 F150 forward sunroof glass was sticking and cracked when I tried to open. Called the dealership to get a quote to replace for insurance purposes. The lady answering the phone was very nice and informed me I would be getting an appointment email that I should ignore. It was just to inform the service representative of my request and he would get back to me. After 10 days waiting and no response I called and requested another representative. The next representative did call back and left a voicemail stating he needed some additional information (but did not say what that additional information was) and asked me to return his call, providing me with his direct extension. I returned the call and left a voicemail. The next day I called again and left a voicemail, stating that I would call again in 30 minutes as I would not be available in the short term. The representative called back 10 minutes later, and I was not available, however he asked that I call a different number and "one of his guys" would contact him if I called back. I called as requested and was sent to voicemail. I called again later that day and left yet another voicemail. It has now been 16 days since I first contacted Groove Ford for what I thought would be a simple request. I believe their process to manage customer needs is severely broken. More

Had my 2021 F150 oil and tires rotated today. Observed 2 different workers climb in and out of my truck without protecting the interior. Filthy dirty oily clothes, no gloves, no paper or plastic Observed 2 different workers climb in and out of my truck without protecting the interior. Filthy dirty oily clothes, no gloves, no paper or plastic to protect the cloth interior. Then the adviser lied to me saying only certain people drive the vehicles in and out, BS!!! Never again will I let them touch my vehicle!!! More

Kevin at Groove Ford is awesome! !! He was friendly, efficient, and very helpful. I had to be at work within 35 mins after drop off, Kevin got me in and checked in quickly. Even offer !! He was friendly, efficient, and very helpful. I had to be at work within 35 mins after drop off, Kevin got me in and checked in quickly. Even offered to drop me off at work! More