Groove Subaru - Service Center

Hi guys I have never been one to complain and we absolutely love our Ascent. I am here to warn you about ever purchasing a car or having your car serviced at Groove Subaru in Colorado. During one of absolutely love our Ascent. I am here to warn you about ever purchasing a car or having your car serviced at Groove Subaru in Colorado. During one of our battery issues with the Ascent, my fiancé had to take my car to work and I took our Ascent for service. I had never been to Groove Subaru before, they agreed to address the issue. My fiancé works at an emergency room and had taken off quickly to work and left her very expensive wallet in the vehicle. The team dropped me off at my job using their transporter person and our Ascent. When they dropped me off they stated the car would be ready in a few hours, Groove Subaru never contacted me about the vehicle needing to be held over night and left me stranded. The next day my fiancé went into the dealership to retrieve her wallet. She found that the wallet had been stolen and all of her belongings were strewn across the dash and seats. Upon bringing it up to the service advisor and manager, Matt, they asked her if she was sure she didn’t misplace it somewhere else while all the contents of the wallet were strewn across the car. I was irate and they agreed to replace the wallet, after 3 months of having us send them proof of receipts and ordering a replacement, they emailed us to tell us they are not responsible for any lost belongings and would not be helping to mend the situation. It disgusts me as I have never been treated by a dealer this way. Obviously, if I had known her wallet was in the car I would have taken it out, but you should be able to trust your belongings are safe. Please DO NOT TRUST GROOVE SUBARU. To top it all off they made up a fake email for their service survey, to avoid hurting their store customer index score. More

Great Employees Brendan Hancock helped with a tech feature today on our 2018 Subaru Outback and Brendan now works in IL for Subaru. Shows that Groove Subaru hires the Brendan Hancock helped with a tech feature today on our 2018 Subaru Outback and Brendan now works in IL for Subaru. Shows that Groove Subaru hires the best people who really care about the customer experience. More

Robert and Joseph were incredibly helpful and kind when I brought my car in for some small maintenance issues. I was able to drop my car off quickly and was set up with an Uber to take me home. They are my g brought my car in for some small maintenance issues. I was able to drop my car off quickly and was set up with an Uber to take me home. They are my go to guys at Groove! More

Terrible FIRST service appointment Let me begin with how disappointed I was in my FIRST service appointment with Groove Subaru in Englewood Colorado after purchasing a brand new 2019 Cr Let me begin with how disappointed I was in my FIRST service appointment with Groove Subaru in Englewood Colorado after purchasing a brand new 2019 Crosstrex earlier this year. Firstly, I was not informed of when my initial service should be scheduled for an oil change, tire rotation & generally maintenance check up and yes I know I could have read it in the manual but who does that as I trusted my salesman for this vital information. Secondly when I did schedule an appointment on 9/26/19 for a 7am drop off I was quickly met before I even had a chance to get out of my car and informed that their computer systems were down therefore a simple oil change could not happen, didn’t know when they would be back online so she took my name & phone number and assured me someone would be calling me back to reschedule. Well after four days of no calls received I called them and rescheduled myself for a 10/1/19 appointment to which I was informed that they offer a free Uber ride to & from my work place if I didn’t have time to sit & wait - nice option, I thought and that would give them the option of working on my car anytime during the day as long as it was finished before my 4pm pickup which I clearly indicated that was when I could be returning. Thirdly when I did arrive at precisely 7am, I was met by a nice gentleman who went over my car like it was his life blood when simply all I wanted was oil change & fix a rattling noise and then get my uber since I had to get to work ASAP. Instead we had to walk around the car with his ipad videoing our every word so yes my patience was wearing thin. After giving my approval for the oil change, tire rotation because that couldn’t hurt, fix the rattling he then got online and requested an Uber for my pickup. After 25 minutes of waiting for the Uber to arrive off I went to my place of work, late of course and I probably could have waited for another 25 minutes and they would have been done with my car and I would have been a much happier customer. Around 11am I received a call from the gentleman who checked me in and he indicated that my car was done and that the rattling noise I heard was from a few clips failing so they replaced some of them but didn’t have enough in stock so they will let me know when more arrive so I can stop by another time and they will replace the failed clips. I agreed that would be fine and indicated that around 4pm I would be ready to pick up my car. He then informed me on how to call their service department so that they could call for my complementary Uber to bring me from work to their location. Around 3:30pm, I called their service department with 5 failed times trying to speak to a competent person to call for my Uber. After I was disconnected twice from a lady who obviously couldn’t figure out how to transfer my call and then 2 other times when the call just kept ringing and ringing and eventually went to a voicemail box and who knew when that call would be answered as I needed to speak to a real person to get this request done. My last attempt I finally got a lady who indicated that no one was answering the phones in service, she was not in the same building so couldn’t call out out or even walk over to explain my urgency however she could send an email out and hopefully someone would answer…..well that didn’t fly with me as I needed them to call for the Uber since they offered a complimentary service and I needed to get home since I had an evening appointment to get to so I was forced into calling my own Uber. When I finally arrived at Groove Subaru’s service department, there were at least a dozen service people standing around in front & behind the counter and there was not one car in the service bay area. I was greeted by an individual who took went over to his little area and he read line by line what the service ticket indicated was done to my car (oil change, tire rotation, rattling sorta fixed) and then he informed me the total was $120 and asked how was I paying? Firstly, wow, first oil change was not complementary and how much was all this again ? Secondly when I purchased my new motorcycle a few years ago, I at least I got a dealership t-shirt for free. Oh by the way did you give my car a complimentary car wash? No you say well to say the least, I was fuming at this point. I asked to speak to a manager about all these incompetent excuses and as he looked around quickly, he indicated that he didn’t know where the manager was well that was it for me. Told him to hit my credit card as I couldn’t get out of this place any sooner, I know I probably should have waited for him to actually find a manager, but my patience was depleted at this point and I couldn’t get away from them any faster. Next time the car needs an oil change, I will bring it to any local auto shop and sit there in their dirty dusty smelly greased filled waiting room for the 45 minutes that it will probably take them to complete the task and be a much happier customer! More

Took over 2 hours to replace a flat tire under warrenty It took over 2 hours to fix a flat tire. I got my tires replaced recently from the Denver South Broadway location. About 1 month later my tire had a It took over 2 hours to fix a flat tire. I got my tires replaced recently from the Denver South Broadway location. About 1 month later my tire had a very slow leak. I brought it to the dealership, and it took over 2 hours to replace my tire. Not only that, but at first they said they couldn't find any leaks and there was nothing they could do. I'm a little upset with my service on my tire. I usually have excellent and quick service. Everyone was kind, but it still took over 2 hours to fix a flat tire. Now it's late and I have to drive back across town to be home. I was hoping to get a discount on my next service to make up for my inconvenience. More

Easy, informative, helpful He answered all my questions and filled me in on how to use all the features available and how to connect aux items such as cell phone, CD player, ho He answered all my questions and filled me in on how to use all the features available and how to connect aux items such as cell phone, CD player, how to change clock time, add apps , move apps very friendly. No questions unanswered. More

Total commitment to what our needs were today Our representative was there to show us all the features of our vehicle and answered every question that we asked. The measure of someone like this ar Our representative was there to show us all the features of our vehicle and answered every question that we asked. The measure of someone like this are their tone and patience. It was all positive and extremely informative. Can’t thank Brendan enough for his time. More

Groove Used My Car for Personal Errands & Did Not Fix Issue TLDR: Groove didn’t finish fixing my car on time for a trip despite assurances that they would, after additional time they still didn’t fix the issue, TLDR: Groove didn’t finish fixing my car on time for a trip despite assurances that they would, after additional time they still didn’t fix the issue, and after reviewing dashcam footage I find out the mechanics used my vehicle for personal errands. Full story: I have gone to Groove since buying my Subaru brand new in 2014. I will no longer be giving them my business. Here’s why: My car developed a creaking noise in the rear passenger suspension that is especially apparent when moving extremely slowly (1-3 mph) over ground which causes the wheels to articulate independently of one another. I made an appointment and dropped off my car on a Wednesday afternoon. I informed the service advisor that I needed to take the car up to the mountains the following afternoon. He assured me that it wouldn’t be a problem and that he’d give me a call with a diagnosis by 10pm that evening, or if it was later than that, that he’d follow up by email. 10pm rolls around, no call. The next morning rolls around, no email. I called at around 9am, was put on hold for 5-10 minutes, and then was told that no notes were left and that the afternoon crew worked on my car so I’d need to call back around noon. I call back at noon, sit on hold for about ~5 minutes, then get asked to be put on hold again, sit on hold for another ~5 minutes, then get asked to be put on hold again, sit on hold for another ~5 minutes. By this time I had been on hold for 17 minutes and the same request is made, frustratedly I tell the person that this would be the 4th time I’m being put on hold and I really just need to know what’s going on with my car. She finally gets me in touch with someone but they report “oh, I don’t know why they said to call back at noon, your advisor doesn’t get in until 4:30pm.” Bearing in mind that I’m supposed to be picking up the car at 5pm, this is a little worrying. I call back at 4:30, get put on hold for about 5 minutes and finally get connected with my advisor. “Your car is on the lift right now” he said. “On the lift right now? I’m supposed to be picking up the car in 30 minutes!” I said. He apologized at offered to buy my Uber over to the shop (my original plan was to take public transport straight from work downtown). I figured, shops get backed up, it’s nice of them to buy the Uber, I can let the inconvenience of not getting the car on time and spending way too much time on hold go. I get to Groove and the advisor says “They couldn’t find an issue with the car. They checked the suspension and everything looked in good shape. I don’t think it’s a problem.” I asked if I could drive him around to show him the noise. I drive him around, he hears the creaking and we agree it needs some more time in the shop. A little frustrated that I won’t have my car for the trip, I call around to see if I can borrow a car for the weekend so I can leave my vehicle at Groove. I get that figured out and leave it over the weekend. “Yup! All fixed, it was your mud flaps making the noise.” The advisor tells me on Tuesday when I pick up the car. Awesome, an easy fix and an hour of labor cost. I was pretty happy with the outcome, or so I thought. I pull out of Groove and head north up Broadway. Within 200 yards it was obvious the issue still remained. I pulled into the Sprouts parking lot at Belleview and Broadway and idled over uneven ground to see if there was any improvement at all. There wasn’t. I head back to Groove and find the advisor. “The noise is exactly the same” I said. He responds “Yeah, we put the mud flaps back on. The noise is rocks hitting your mud flap.” “Rocks hitting my my mudflaps? At 1mph? In smooth parking lots? And ONLY on the passenger rear side?” (I have mudflaps on all 4 wheels) The advisor responds “Hey, that’s what the mechanics told me. They know what’s wrong. Just take the mudflaps off and you’ll see that’s the issue.” Frustrated, I leave Groove and head home. I get home and decide to pull the footage from my dashcam. I skip through several test drives that they do, but one strikes me as odd. I watch the full video and realize that my car isn’t on a test drive, it’s being used as a personal vehicle! Whoever is driving takes my car to go on a grocery store trip!? They leave the dealership around 8pm, head to King Soopers. Park up. Spent 10 minutes in King Soopers and head back to the dealership. In my mind this is absolutely unacceptable! On top of that, I also removed my mudflaps and the noise remains. So, the moral of the story is. Groove is a terrible dealership. I will not be using them again and recommend that you do not either. They do not do a good job and do not respect the property of those that keep their doors open. More