Groove Toyota

BAD CUSTOMER SERVICE BAD CAR To whom it may concern, On August 21, 2015 my family and I went to Groove Toyota in Englewood, CO to purchase a new car for us to drive for Uber. T To whom it may concern, On August 21, 2015 my family and I went to Groove Toyota in Englewood, CO to purchase a new car for us to drive for Uber. This is something that we will never do again and will never recommend to anyone because of the sheer number of problems that we have had in less than 4 months. In the time that we have owned our 2013 Ford Fusion we have been in constant contact with our salesman, Paul Lips (the salesman) and Dennis Santos (used car service manager), and more recently at Groove Ford a sales rep who was supposed to set up an appointment and stopped working there causing me another 2 week delay, Alec Sharp (the only person who really seemed like he was trying to help and not just get rid of us), Benji Lodholm and Tim Moorhead. We have had to take time away from work and the very little time together that we already share as a low income family. With issues ranging from customer service to the actual car that we purchased, it has not been worth it at all and if we could turn back time, we never would have purchased anything from any Groove car lot. On our first visit we were directed to (the salesman), who they said was the only salesman able to work with us because we were going through Uber's financing which requires certain parameters such as mileage, make, and year of the car. My husband had been talking to him about a Ford Fusion that we were interested in. (the salesman) told us to come in and give it a test drive but when we arrived for the day he jerked us around and said that it wasn't available to be test driven at the moment, because it was being repaired. Okay, that happens. So we came back the following day. (the salesman) did not shake my hand when I was introduced to him, which is something I have never had happen with a sale. It's very disrespectful. Also, (the salesman) answered a personal call in the middle of answering questions from us about the vehicle. Again, showing no respect for the customer who would be paying his commission. On this trip we were able to take the Fusion for a test drive. It was very loud, pulled to the right, and still had trash in the back seat from the previous owner. My husband has been a mechanic for the last 15 years and knew that it was loud because the exhaust was gutted and damaging the vehicle. Because we would be buying the vehicle for expressly for Uber, we could not drive it as is. (the salesman) said that they would be able to replace it before we used the Ford for Uber. However, when the used service manager (Dennis) said that they would not be able to restore the factory muffler because it was not directly damaging the car. Now we had to take our brand new car to a different shop that was able to fix it for $500. Because the exhaust system had been destroyed, the water pump had also been damaged due to over heating. Again, the used service manager said that they would not be able to assist with the damage, but since it was under warranty they did the work. During this time we also noticed that the front wheel well was missing the plastic shield that prevents snow and rain from getting in the body. When my husband told Dennis that this was the issue we were well within the warranty time frame. Dennis told us that he would order the part and call us when it was in. About 2 weeks later we still had not heard from him and I called to check when the part would be in and was told that my car was no longer covered under the warranty, they would not be able to fix it and the part had never been ordered. To get us off his back, Dennis ordered the part and finally made an appointment (November 16, 1pm) for us to come by and have it installed. On 11/30 this had to be reinstalled due to improper installation, we noticed when it was making noise every time we turned the wheel. When we purchased the vehicle the service department had inspected it and said the tires were at 9/32” however when it rained we were sliding. I took the Fusion to Big O tires, who were kind enough to check the tires for me and rated them around 5/32. This was less than a month (<2000miles) after we had purchased the Fusion but somehow the tires had degraded 40% in that time. Around this time we noticed a defect in the front left tire and had to have it replaced. We now have 3 slippery tires and one really sticky tire. Due to the winter season coming I had to replace the tires for $700 at Big O to ensure the vehicle was safe to drive. There have also been some electrical issues; our sync cuts out randomly. It will sometimes work for a few days, sometimes a few weeks then all of a sudden it cannot connect to any Bluetooth device. We were directed to Groove Ford for this issue but apparently our bumper-to-bumper warranty does not cover this and they want to charge us $75 for them to fix it. I understand if a warranty does not cover something but the phrase 'bumper-to-bumper' is exceptionally misleading. In the end it was apparently covered under warranty because after the 6th time of bringing it in due to SYNC issues, it was discovered that the entire system is faulty and will have to be left at the shop again to replace the entire unit. The locks had to be reprogrammed and replaced. The passenger rear window and wiper motor had to be reprogrammed after an employee who left Groove Ford abruptly quit/fired didn't schedule the appointment we agreed upon. I have requested for appointments a total of 14 times ad I am still having brake, transmission and SYNC issues even after they have be “repaired”. Please respond to me. There are many other things that I would like to state here, like the extremely low moral of seemingly all the employees of Groove. However, I have already take time out off work to document these issues and am try to get back to work with a safe vehicle. This is what I have come to expect from Groove Toyota and Ford, poor results and low quality. I will continue to dissuade people from buying from any Groove location. Quick itemized list of issues (the * signifies this is still an issue): Exhaust system, water pump, *tires*, *SYNC (Bluetooth, primary account number)*, wheel well liner, window (motor, auto feature and switches, reprogram), *transmission (slips, misses gear completely, shifts hard)*, *rear air vent (they won't replace because I cant prove to them that it was broken when purchase because Groove Toyota did not document it*, windshield wipes, *Brake pedal to the floor*, I had to personally replace the cabin air filter since the technicians did not (it was black and moldy). Thank you for your time. More

A+: Facilities, Josh, and Mark I’ve been looking to close a deal on a vehicle for two years. Let me introduce you to the guy who won my business, sales rep Josh Barreiro from Groov I’ve been looking to close a deal on a vehicle for two years. Let me introduce you to the guy who won my business, sales rep Josh Barreiro from Groove Toyota. Over my car journey, I’ve dealt with a lot of different kinds of dealerships and sales reps. Josh has a confident laid back style because he knows he can get you the best deal. And truly, he did as I shopped around all over (multiple cities and states). This isn’t to say Josh was a poor negotiator, he just doesn’t condescend you with xxxxxxxx and pressure you into the sale. Every negotiation has a bit of back and forth, and it wasn’t stressful or annoying to work with Josh. I’m happy about the deal, how it was struck, and the people involved. Josh maintained integrity and earned my business. PS: Mark Lindell (finance manager) made the last part (financial process) quick and easy! More

Best experience ever! I have to say that I had the best experience ever at this dealership. I went in to purchase a RAV4 and had nothing but the up most honest and professi I have to say that I had the best experience ever at this dealership. I went in to purchase a RAV4 and had nothing but the up most honest and professional group of people assisting me. They not only took the time to work with me on selection and price but also made me feel very relaxed and not pressured. Starting from the New Car Sales Manager all the way down to Customer Relations.they treated me with nothing but respect. I would recommend this Dealership to anyone who wants a professional and stand up group of people to service your vehicle or car buying needs! They are the BEST!! More

Went the extra mile! Lucas was our sales rep and he was courteous, helpful and willing. The negotiation process was very easy as well. He went the extra mile to be sure we Lucas was our sales rep and he was courteous, helpful and willing. The negotiation process was very easy as well. He went the extra mile to be sure we were pleased. More

Repeatedly Poor Service Experiences My experience today was the Icing on the cake. After making an appointment for my 15,000 mile service. I arrived 10 minutes early and checked in. They My experience today was the Icing on the cake. After making an appointment for my 15,000 mile service. I arrived 10 minutes early and checked in. They told me it would be about 40 minutes to complete the work which included an inspection, fluid level check and tire rotation. After 40 minutes they finally pulled my truck into the service bay (even though there was an open spot in front of it for 15 minutes) and proceeded to do nothing for another 15 minutes. (All the while I am wondering why I bothered to make an appointment.)All the while I watched the staff talk, play on their cell phones, and most notably one guy spent five minutes waving a very large ratchet in front of the other guys faces as if it were his phallus. Keep in mind this was summer and there were a number of children in the service area and the waiting room. Then after messing around further and not being able to find the specialized ratchet that is used to remove my lug nuts they finally asked where it was. After completing the necessary work in about 15 minutes I was on my way an hour and 45 minutes after arriving. This is not the first time I have experienced this type of service and indifference from Groove. I understand that these services are included in the purchase of the vehicle but they are in no way free to me if the will use this much time. I will be finding another dealer to give my service and purchase business to in the future More

Great Customer Service I normally steer clear of dealerships when purchasing a used car, but this experience was refreshing. The staff was friendly and there were none of t I normally steer clear of dealerships when purchasing a used car, but this experience was refreshing. The staff was friendly and there were none of the typical high pressure tactics during the transaction. It was fast and overall pretty painless, I would highly recommend this dealership for a new or used car purchase. More

Excellent Customer Service Experience I leased a 2015 Toyota Tacoma Double Access Cab from this dealership and the customer service from the two salesman and finance office was outstanding I leased a 2015 Toyota Tacoma Double Access Cab from this dealership and the customer service from the two salesman and finance office was outstanding. More

Charged for service not authorized. Ignored plan coverage. I brought my 2011 FJ Cruiser in to the same dealership, Groove Toyota Scion, where I purchased it. I purchased an extended warranty; I always do…let t I brought my 2011 FJ Cruiser in to the same dealership, Groove Toyota Scion, where I purchased it. I purchased an extended warranty; I always do…let the flaming commence. The plan is good until 7/26/19 or 100,000 miles. I’m at 45k miles. I understand consumable parts and know I have to pay for them. I’m not unreasonable. I brought it in for the covered oil change on September 15th, 14. I got a call on the 15th stating that I needed new wiper blades and they weren't covered. I had replaced the wiper blades myself 2 months earlier. I declined that repair. They said okay and they would call me when finished. No other repair needs were mentioned. My assigned advisor called later the same day and said the car was ready and the balance was $326.40. I asked what that was for and he said the repairs that had been made to include Fuel System Cleaner, Battery Service, protector pads, cabin air filter, brake adjustment, tire rotation, front end alignment, oil change, oil change kit, coolant, replace engine air filter all on Rec. #xxxx. I said I have a warranty. He said I didn't. I said he and I had done this same discussion when the door locks went out and I'd had to prove it then too. He said it was no longer covered. I said I'd be in to discuss it with my warranty plan xxxx on Cust number xxxx. He said okay. I had just paid for battery replacement, new tires, and brakes in June on Invoice xxxx, so the other items confused me as well. I wasn't able to make it in that night. I went in the next day with my plan’s card. They said they'd need to charge me for the items anyway. I said I had my plan card, could they call. They said they didn’t do that and still needed to charge me and didn't know how to call in the plan I was referring to. I asked for the manager's number, they pointed to the work invoice. I paid for the FJ so I could drive it home and called the manager listed on the invoice on the 15th and left a message asking him to call me. I then called the Toyota Service number for Corporate on the card and got a call center. The gentleman, xxxx, took my info and apologized saying they may not have understood the process. He sent me a check for $65 which was what they would have paid on my service plan had Groove called to get authorization and that no other services should have been required based on my service schedule. I waited a week and did not hear from the manager (removed his name), so I called and left another message. I waited another 2 weeks and then decided I needed to do something more. I typically do not file complaints, I just don't do service with a company that handles service this way, but I've done a lot of business with them and feel this must be in error. I'm looking for the amount I paid on September 16th, 326.40, to be refunded back to my card less the $65 check the Toyota Care Plus plan issued to me. I'd also like the manager to go back to my previous invoice, xxxx, and ensure that I was properly charged as now I have no faith I wasn't over charged based on this experience. I have already filed the BBB complaint, just wanted others to see the service experience I had so that an informed decision could be made. More

Great Customer Service Macy Marsh is an exceptional and patient Staff. I worked with him, he gave me good deal, he was attentive and extremely patient....All the staffs were Macy Marsh is an exceptional and patient Staff. I worked with him, he gave me good deal, he was attentive and extremely patient....All the staffs were equally good...They know how to treat customers right....Thanks Groove Toyota, Thanks Macy March. More

Great Customer Service! Above and beyond! I absolutely love this place! I had two individuals who truly took care of me!I Let them know what I needed and they did it! I absolutely love this place! I had two individuals who truly took care of me!I Let them know what I needed and they did it! More