Groove Ford

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

Groove Ford and Thaddeus helped us find exactly what we wanted! Fast and helpful service wanted! Fast and helpful service More

. Thaddeus was very nice and provided a great experience. I’m glad we could make a deal work. I’m glad we could make a deal work. More

Jesse and the groove ford team was amazing to work with! They didn’t pressure us on price, and when we had an illness in the house the next day, they brought the car and paperwork out to us!! Would love to They didn’t pressure us on price, and when we had an illness in the house the next day, they brought the car and paperwork out to us!! Would love to work with them going forward. More

Teddy is a wonderful salesman. I would recommend anyone to go see him. Teddy will help you get into the car of your dreams. I would recommend anyone to go see him. Teddy will help you get into the car of your dreams. 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

Teddy and Oscar were amazing and did the best they could to get me into the the truck I’ve always wanted. By far the best, couldn’t ask for better assistance. to get me into the the truck I’ve always wanted. By far the best, couldn’t ask for better assistance. More

Had a great experience ordering a 2023 Mach 1 handling pack from Emerson at Groove Ford. Super easy to work with and get the deal done when the car arrived…. Early! If you are going to purchase a new Ford pack from Emerson at Groove Ford. Super easy to work with and get the deal done when the car arrived…. Early! If you are going to purchase a new Ford, check out Emerson at Groove. 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