Larry H. Miller Ford Lakewood

Terrible Buying Experience - Used 2023 Ford Bronco Sport Outer Banks. Neither the salesperson or sales manager followed through with commitments made. Salesperson provided incorrect information many times Outer Banks. Neither the salesperson or sales manager followed through with commitments made. Salesperson provided incorrect information many times during the process. I made the agreement to purchase the vehicle on Tuesday 4/2/2024. They were unwilling to negotiate at all on the purchase price. The trade in value of my existing vehicle was ridiculous and an insult and I ended up selling it myself for 8 times the trade in value offered. I was offered one year of maintenance (oil changes) which is minimal in cost and should be included with every purchase anyway as man other dealers do. Was told the purchase would have reward points added to my FordPass account which ended up being incorrect. I asked if I paid a down payment that day if they would hold it for me to come back with the remainder of the payment later in the week. I was told they could not do this by the salesperson, but upon meeting with the finance manager, he said as long as all of the paperwork is completed and down payment made the vehicle is mine but I just could not take it until full payment was received. I found an outstanding recall on the vehicle that had not been performed (the dealer was not aware of this but should be since it is a Ford vehicle at a Ford dealership). It was also agreed upon that a couple of paint chips on the hood would be repaired along with a full tank of gas upon picking up the vehicle on Friday, 4/5/2024. Upon returning to the dealership on Friday with the remaining payment and to pick up the vehicle, none of these items were completed (recall, paint repair, full tank of gas). I inquired why these were not completed in the past three days since I purchased the vehicle and was not provided any explanation. They said I can set up appointments and bring it back for the work to be performed. Since I do not leave locally, I told them they will need to come pick up the vehicle and return it when completed. Was told they will check with the departments and get back with me on when this can occur. Finally on Monday, 4/15/2024, I had to call the salesperson to check on the status. The vehicle was picked up on Tuesday and returned on Wednesday. The paint repair was completed, but nothing more that what I could have done. All that was done was they dabbed on a little bit of touch up paint. With a professional paint shop repair I would have expected the repair to be where it was not noticeable, but that was not the case. Was told the recall work was completed and requested a copy of the service record paperwork for my files. To date I have not received this after many inquiries to the salesperson. Also, I never did receive a full tank of gas (only ½ tank was provided). There were also various missing items noted with the vehicle. The shelf for the cargo management system (which was advertised on the original window sticker), antennae, Owner’s Manual. Upon mentioning these missing items to the sales staff, I was told that the previous owner must have kept them. I originally inquired when looking at the vehicle about the origins of the vehicle and was told that the dealership used it as a loaner for their service department. I mentioned that if the previous owner kept the missing items, was not your dealership the previous owner. The salesperson then changed his story and said it was a trade in and he had it confused with a difference vehicle. I have never received any of the missing items and had to purchase them myself. My recommendation would be not to purchase any vehicle from this dealership (Larry H. Miller Ford in Lakewood Colorado) as they do not follow through with any commitments made and appear to not be knowledgeable in their vehicles and looking to just make a sale with no customer service. I have not used their service department yet and cannot comment on that department. More

The front of shop people seem overworked and this translates into poor customer service. When I first arrived with a check engine light which was eventually found to be a fuel line problem, I had no translates into poor customer service. When I first arrived with a check engine light which was eventually found to be a fuel line problem, I had no idea to pull the car into the service bay at the front doors. This seems like an easy text to send a customer before they arrive. I was assigned a car associate who let me know it would take several days to get my car serviced. Before anyone had ever even looked at it to diagnose it. Again, could this not have been a text I got before I arrived and could plan for it? As far as I can tell the first day the car is not looked at, simply being there in case the previous days cars take a shorter time. Ludicrous. If I make an appointment the expectation is that I at least get a review and estimate of repair that day. The second day I got the estimate at around noon. When I showed up at the dealership the end of that second day, I was told it would take another day. I asked for a loaner car to get home and they are kind enough to Uber me home to the foothills west of Denver (no loaner cars? As a single person do I burden my unlucky friends to run me around?). When my car was finally done it was the weekend and I could not pick it up until Monday because I could not get a ride down (Uber will not pick up in the foothills, they will only deliver you from Denver). I don't want to gripe at the front of shop people. They were sincerely trying to help except that communication was atrocious and top management was nowhere to be found. My associate started work at 6 am and was still there at 5 pm. She looked exhausted. I felt sorry for her. Who knows what's happening with the techs servicing the car? I'm not a monster. I can understand delays and that car repairs often involve unexpected surprises that must be fixed. Just tell me for God's sake! Let me know what's going on so I can plan for a hotel or friends couch. Scrambling at the last minute makes everyone grumpy. My recommendations: 1). If you can't service that many cars coming in then don't allow people to make the appointments. It seemed like a huge amount of cars were coming in for the day and 80% just sat there the entire day. 2). Communicate better both before and during car repair 3). If you don't want to text the same thing all the time get a sign made for outside that tells customers to pull into the garage bays More