Groove Ford - Service Center

Mechanics are lazy and incompetent. Service advisors a terrible at follow-up and communication. Shuttle service is not reliable. Service Manager is non-responsive and unapologetic. Service advisors a terrible at follow-up and communication. Shuttle service is not reliable. Service Manager is non-responsive and unapologetic. Get the picture? The service here is unprofessional and unreliable. I've given them three chances to improve, but it just gets worse each time. I've learned by lesson and will NEVER go back! More

Took our 2011 Lincoln MKX (Ford Edge) in for a leaking Power steering hoes replacement. The mechanic did not know what he was doing and they destroyed the power steering pump in the steering rack. They to Power steering hoes replacement. The mechanic did not know what he was doing and they destroyed the power steering pump in the steering rack. They took no responsibility for it the car is worse now then when we took it in. Now they tell me the TPU needs to be replaced! And they had the car for over a month! What ever you do DO NOT let Groove work on your car!!!! More

Took our Ford Edge in to have warranty work completed. The Service Team was absolutely atrocious. No customer service, no resolutions. They claim they replaced the warranty part but the vehicle is in the The Service Team was absolutely atrocious. No customer service, no resolutions. They claim they replaced the warranty part but the vehicle is in the same shape as before we took it in. Now they want to replace non warranty parts to the tune of $3100. When I went to pick up the vaccine after declining their offer, they told me to wait outside for my vehicle to be driven around to me in 30 degree weather. My advice, Groove Ford is out to steal your hard earned money with warranty scams. Go somewhere else. More

Have a 2017 Ford Escape and woke up to find the ambient temp sensor light came on. Brought it to the Groove Ford service department on Arapahoe to find that Ford designed the sensor with a soy-based lubric temp sensor light came on. Brought it to the Groove Ford service department on Arapahoe to find that Ford designed the sensor with a soy-based lubricant which attracts animals, (google it) and put the wire in a place easily accessible to rabbits and squirrels. I paid for the repair (over $800) and found that 3 days later, the sensor came back on again. I brought it back over to Groove Ford on Arapahoe and they again claimed that animals had eaten the wire. After 3 days!! They just texted me that it’s ready for pick up the second time. I texted them back and asked if they had done anything different after the second repair to prevent this problem from happening again and have gotten no response back from their tech. They just want to get paid again. I then called and spoke to a service manager and got the same response; that he doesn't work for Ford. Ford pays all their salaries but there is no accountability. Solution - Like maybe coat the sensor with bad tasting grease, encapsulate the sensor, maybe stop making sensors out of food derivatives; something. These guys cannot think outside the box and I would highly recommend that everyone stay far away from this company. More

I tried to book a recall service. The adviser (Chris) told me I would have to leave the vehicle there for 2 to 3 business days for them to take a look at it and then they would be ab The adviser (Chris) told me I would have to leave the vehicle there for 2 to 3 business days for them to take a look at it and then they would be able to think about when they could schedule the repair. I asked him if he could easily do without his car for 2 to 3 days, and could he not get it loked at the same day. He said he couldn't promise that he could look at it on the first day and needed the extra days in case he was busy. More

I scheduled an appointment for the morning of January 20, to address a transmission issue, and a check engine light. My service “advisor” was Logan Wakefield. I dropped my truck off the evening of January 19 to address a transmission issue, and a check engine light. My service “advisor” was Logan Wakefield. I dropped my truck off the evening of January 19, because I was able to arrange a ride home that night. Logan was not working that evening. I expected a call, or text at a minimum once my truck had gone in for service on the 20th, to keep me up to date on when I should expect it back (I was under the impression a few days were needed). I didn’t hear a thing on Thursday, or on Friday. I called Friday morning, hoping to get a timeline to plan on when I could have a vehicle again, I had arranged a short-term loaner from my sister-in-law. I left multiple messages for Logan, and never received a call back. The next week, I called, and finally had Logan pick up. I was told the check engine light had been fixed, and they were just awaiting a transmission tech to diagnose and fix. I asked for a timeline on my truck, and was told it could be “10-14” days, as they were short a transmission tech. I asked if a loaner was available, and was told no. I said, I’ll just take my truck home, and call me when my “slot” with the transmission tech is up, and I’ll bring it back in. I was told, that I was welcome to take my truck home, but it would lose its place in line with the transmission tech if it left the lot. After asking what I was supposed to do for a vehicle, a loaner was located. I went back in to Groove Ford on January 26 and picked up the loaner F-150. On February 3rd, Logan text me, and said “he hadn’t forgotten about me, and they were still awaiting a diagnosis, but would keep me advised.” At this point, I had initially been stressed and annoyed by the absolute lack of initial communication, but I had a loaner truck now, and was content as they worked on my truck. One week went by, and then another. The weeks turned into months. Finally, on March 18th, I reached out to Logan, and he actually answered. I inquired about the status of my truck, and was told that they were waiting on a back ordered part for the transmission, the part had no ETA. This is information that would have been nice to have been told, instead of me initiating the communication. One week later (Friday, March 25), Logan text, and said “the truck is completed and ready to be picked up. We were able to squeeze in front of a couple other vehicles.” I dropped my four-year-old son off at school that morning, and packed up the one-year-old in to go trade the loaner in for my truck. When I arrived at Groove, Logan wasn’t available, but another service advisor gave me the paperwork and called a porter to bring the truck around. He said it would be 5-10 minutes to get the truck. Ten minutes went by, then another ten, then thirty. The theme of no communication continued. Logan wasn’t around, but I found someone else to check the status, and was told it needed a jumpstart. That sounds somewhat plausible, after sitting for two months. Another twenty minutes went by, and I said I need to either leave now in the loaner, or get my truck, to get my four-year-old from preschool. Right about then, the truck pulled up. I first noticed how dirty it was, and thought it was odd it didn’t get washed by the dealership after sitting for two months. I didn’t care too much about the dirt, I would wash it the next day, I cared about a quick transfer from the loaner to get my one-year-old in and on our way to pick up my other son from school. Typically, I’d do a quick walkaround to make sure everything was ok, but I was in a hurry now, thanks to the delay in getting the truck. The truck was running when I got in. I drove off, happy to have the check engine light off, a seemingly smoother transmission, and to have this whole ordeal behind me. After driving about 25 minutes to Parker, I pulled into the parking lot for my son’s school, parked and hit the start/stop button. The truck went immediately dead. No power for locks, nothing. I was immediately annoyed, about now having to find a jumpstart, after just taking my truck from the service department. As I walked around the front of the truck, I noticed some scratches. I kept going, seeing more and more scratches. I was horrified to see the hood, and grill covered in scratches. It looked as if someone had set a bag of tools or something on the hood, and moved it around, and around. Now, I have a dead truck, and ruined hood/grill. After getting my son, I called Groove immediately. Shockingly, Logan didn’t answer. I left a voicemail detailing what I had just discovered. I called back to speak with anyone, since logan wasn’t answering or returning calls, as I hunted for a willing jumpstart. I spoke with another service specialist who told me to bring it back in after getting a jump start. After charging the truck for 15 minutes, on two separate occasions, the truck still would not start. Now, I have been outside (thankfully a beautiful day) for over an hour, with two children, one of whom has missed lunch and nap time thanks to this whole ordeal. I called Groove back (Logan was still absent from my outreach attempts) and told them I was still here, with two kids stressed out of my mind. They gave me the number for Ford Roadside assistance, which dispatched a tow truck to the lot, ETA 30-45 minutes. The Tow truck arrived quicker than expected, and we were able to jumpstart the truck after charging off his much larger batteries for twenty minutes. Fortunately, I was able to get the truck started, otherwise I would have been stranded with the kids, since they could not ride in the tow truck. Thankful to be in a drivable vehicle, the boys and I headed back to Groove after sitting in the lot for over two hours. I called Logan, again, and this time he actually answered. I asked if he listened to any of my voicemails, to which he replied he had not. I explained the situation, again, and he transferred me to Bijan Barzideh, the Service Manager. Bijan asked me to send pictures of the truck, which I did. He agreed that the truck had not looked like the pictures, at drop off. I told him I was coming back in, he was going to arrange for a body shop. I dropped my truck off, and got another loaner truck, while my truck went into the body shop to get the hood and grille fixed. I was notified about two weeks later my truck was ready for pickup. So, on April 11, we once again packed up and went to the dealership, to pick up the truck. The hood had been repainted, and looked fixed. However, the top of the grille still had scratches. As I was looking at the scratches, Bryan Haarhues (General Manager) came out. He said he’d look into a solution, and reach out to me within a day. I waited until Friday the 15th, and still hadn’t heard anything, so I emailed him. It has now been almost two weeks since he said he would reach out, and I haven’t heard a thing, including a response to my email. The damage to the grille is not nearly as bad as the damage to the hood was, but it’s still damaged by the dealership. More

Avoid Groove altogether! We purchased a used Ford Escape from Groove Toyota back in June. We traded in our old car and paid cash for the balance. We still do not have the We purchased a used Ford Escape from Groove Toyota back in June. We traded in our old car and paid cash for the balance. We still do not have the title nine months later! We're driving around with expired temporary tags. Lots of excuses, placations, and blaming Covid, but the bottom line is they advertised and sold a car without a title we're paying the price. This week we took the car into Grove Ford to fix the windshield wipers which were out of sync. The man at the desk was very rude. I don't know his name as he never introduced himself. He gave us a verbal estimate of $200 to repair the windshield wipers. Never touched the car or turned it on. When I questioned the estimate he became very belligerent. I thanked him for his time and took the vehicle to Wessbecker in Castlerock (highly recommend these guys!). They fixed the problem in five minutes by tightening a bolt and didn't charge me anything. Skip Groove Service and go to Wessbecker. More

As always got great service and would work with Chase and Groove Ford anytime. I have an F3 50 and an F150 and they take great care of both of them Groove Ford anytime. I have an F3 50 and an F150 and they take great care of both of them More

Service center is impossible to schedule with. They cancel day of, hang up on costumers while trying to schedule, don't return service call requests, etc. cancel day of, hang up on costumers while trying to schedule, don't return service call requests, etc. More

Beyond exceptional experience with service. As soon as I pulled in for my appointment to the moment I left, every interaction and service was performed to the highest level of quality and customer service! pulled in for my appointment to the moment I left, every interaction and service was performed to the highest level of quality and customer service! I came in for a Coolant and transmission flush, oil change, and 2 recalls. Upon arriving I was greeted within a minute by name. I was quickly checked in, offered a shuttle if needed or to be shown the amenities. I had a ride on the way and needed neither. I was kept up to date about the progress and called again once it was complete. Upon arriving for pick up, the advisors were almost falling all over each other to get me taken care of quickly. Chris was my advisor and will be my go to guy from here on out. I also had the pleasure of being introduced and thanked for my business by Bijan, the service manager. I have visited nearly every Ford service center in the Denver metro, and Northern Colorado area and have never been this impressed! The pricing was fair and honest, they didn’t try to upsell me on anything unnecessary, and they clearly showed how valuable my business is to them! This will be my service center of choice!!! Thanks team! More