Groove Subaru - Service Center

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

A great experience! Super technical demonstration from Brendan this afternoon. He made time for me on my schedule. You can tell he enjoys helping customers. He is very en Super technical demonstration from Brendan this afternoon. He made time for me on my schedule. You can tell he enjoys helping customers. He is very enthusiastic about Subaru too! Thanks for answering all my questions! More

Jeremy I called Groove as I visited there for twice for service when I was in Lakewood. Excellent service. I called today to get lease information as I’m mov I called Groove as I visited there for twice for service when I was in Lakewood. Excellent service. I called today to get lease information as I’m moving to Denver and and my Outback lease is in Texas. Jeremy answered all my questions concerning different issues . He was very patient ,interested in my questions and never felt like he was rushed even though my lease is not up yet. He compared the Outback , Crosstrek, and Forester very specifically for me.. Elizabeth More

Features Explanation Brendan was extremely helpful in defining all of the features of my new Subaru. Cool guy, insightful, patient, and even threw in a free car wash! Brendan was extremely helpful in defining all of the features of my new Subaru. Cool guy, insightful, patient, and even threw in a free car wash! More

Outback Technology class Brendan Hancock conducted an excellent Technology Class on our Outback. Very informative. Brendan covered every aspect of operating our Outback. H Brendan Hancock conducted an excellent Technology Class on our Outback. Very informative. Brendan covered every aspect of operating our Outback. His knowledge and patience were outstanding. More

Informative re-delivery session! After taking our new Impreza home, Brendan reached out to tell us about a service Groove Subaru offers to help customers learn about all the advanced After taking our new Impreza home, Brendan reached out to tell us about a service Groove Subaru offers to help customers learn about all the advanced tech features in their vehicles. I appreciate that this service/orientation is not piggy-backed after the sales paperwork - my brain would not have been able to process or retain it all! We had a couple weeks between our sale and this appointment, which allowed us time to get acclimated to the vehicle and prepare any questions prior to the appointment. It was helpful to have a crash course from a passionate Subaru professional, rather than have to thumb through the manual to learn about all the (neat!) features on our own. Brendan was incredibly knowledgable, personable, and open to any and all questions. Thank you, Brendan! It was also an added treat that our sales rep, Chris Giordano, quickly recognized me and spent several minutes of his time to check in and answer any follow up questions. :) I'm very impressed with this dealership's customer relations practices. More

Excellent "Redelivery" visit with Brendan After driving my new Forester for a few weeks, I decided to take up Groove's offer to come back to learn more about all of the car's features. Brendan After driving my new Forester for a few weeks, I decided to take up Groove's offer to come back to learn more about all of the car's features. Brendan sat with me in my vehicle and quickly answered all the questions I had. He also pointed out many things I wasn't aware of and helped adjust various settings based on my preferences. I really appreciated this visit and all that I learned. Thank you, Brendan! The free $25 gas card was also a nice bonus. More

Customized Vehicle tuturing After purcahsing my new Outback with eyesight features and many new features, I was encouraged to schedule a learning session. I worked Brendan Hanc After purcahsing my new Outback with eyesight features and many new features, I was encouraged to schedule a learning session. I worked Brendan Hancock. He knows everything! I had so many questions and he asnwered and explained in great detail. I did not feel rushed and Brendan said he would spend as much time as I needed. He wanted to make sure I understood how to work every feature and gadget in my car. I was interested in how some of the off road features ( X-mode) would really perform, so Brendan suggested using the ramps at in the parking lot as a small test. IT was great, as now haw have confidence to take advantage of these great features. If you buy a car from Groove, make an appointment with Brendan to go over all the features. It will be worth your time and you will love working with Brendan! More