Chris Sloat

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

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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

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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

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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

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