Loveland Ford Lincoln - Service Center

I scheduled my 2020 F150 for a transmission diagnostic and expected transmission replacement. The work was scheduled to begin on 8/19 and I also requested that new shocks be installed while the vehicle wa and expected transmission replacement. The work was scheduled to begin on 8/19 and I also requested that new shocks be installed while the vehicle was in for service. I dropped the truck off on the weekend preceding the scheduled service date as I live well out of town. On Monday, Josh A. called me to ask what brand of shocks I needed, but he could only provide a vague estimate of cost for my two options, and said he would call me back that afternoon. He didn't call that afternoon, or Tuesday, or Wednesday, and when I called Thursday they hadn't even started on my truck. I was given the "slipped through the cracks" song and dance and told they would get right on it, and Josh would call me back with more info. He didn't call so I called him on Friday... Seeing a pattern here??? In spite of being promised calls, the only time I received any information on my truck was when I called, usually several times before Josh wasn't too busy to take my call. He was apparently always too busy to return my calls. Finally on 8/28 I was able to pick up my truck, as the work that was scheduled to begin at 7:00 on 8/19 and take 2 to 3 days was finally complete, at a cost of over $14,000. Not so fast! On my way home, I began getting Error Messages relating to several computer functions - chalked it up to incomplete updates on the PCM relating to the new transmission. The following day, the messages reoccurred and the truck handled poorly on the gravel roads. I called Loveland Ford and Josh asked me to bring it in (after another service person tried to schedule a service appointment for two weeks out. The symptoms disappeared on my way to Loveland and I assumed (erroneously) that the software had updated as I was in an area forbetter internet connectivity. The problem however returned intermittently over the weekend, with handling/ride issues becoming more severe, to the point that a front wheel appeared to be coming off. I emailed Josh and he responded that he would have a tow truck bring it in and have a look at it. The truck was finally picked up the following afternoon and subsequently found to have the wheel/hub assembly coming off and a leaking shock on the other side. Coincidently, the parts that were loose / coming off are the ones that the shock manufacturer states need to be loosened for installation of the shocks. It was 9/6 before I was able to pick my truck up again and they charged me over $450 for the repairs necessitated by their careless installation of the shocks. I protested, but Josh wasn't there and I wasn't going to leave my truck. I emailed my complaint to Josh A. and to Mike K. and in it requested reimbursement of over $500 of charges assessed in my original appointment for work that I had not authorized or been made aware of, as well as the $450+, that they charged for the damage they caused. I received a response from Josh A. the next morning that he would be "looking into it with his management team" and would be "getting back with some answers before the end of the day". Well, before the end of the day, he got back and said that he needed to "talk with his service director to figure out how to make this right but he's gone for the rest of the day." He requested that I "bear with him till tomorrow". I received that text Monday afternoon (9/8) and since then it has been crickets. Again. I have come to expect a certain level of apathy in folks who make their living off the public, but sadly the lack of accountability and absolute unresponsiveness exhibited by the Loveland Ford Service Department opened my eyes. More

Worst service department ever. No follow-up. Took two weeks for a one day seat mechanism replacement. They damaged my car paint in the process. Use only if you are desperate and No follow-up. Took two weeks for a one day seat mechanism replacement. They damaged my car paint in the process. Use only if you are desperate and then never have them do anything beyond the absolute necessity. More

First off, I made the appointment on 05-19 with Ayla Thomas and told her that I was planning on a 1 day repair for the service. She wanted me to bring the car in the day before (05-21) so they could "st Thomas and told her that I was planning on a 1 day repair for the service. She wanted me to bring the car in the day before (05-21) so they could "start" the diagnostics. I told her it was unacceptable to do that and she said just to bring it in on 05-22. She then wrote on the appointment notes that I was "aware of the 1-2 day diag time" which I most certainly was not. She also could not give me an estimate for a transmission fluid and filter change requiring a pan drop. She connected me to Darius Duran to get the estimate. He advised me that the transmission fluid and filter change on my vehicle would be "right around $600". I told him that was fine and I kept the appointment for that service as well as a recall item and the parking error diagnostic service. When I brought the vehicle in on the 22nd, I spoke with Darius and he verified the work being done. The invoice specifically stated the promise date and time was 05-22 at 6:00 p.m. After we agreed on the work, I verified the estimate and he told me that the transmission service would be $375 for the fluid change + $650 additional for the pan drop and filter change. The new total of $1025 was a total bait and switch. This was the same person who quoted me "around $600" 4 days earlier. I called Interstate Ford where I purchased the vehicle to get a quote on the service and when they told me it was $650 I cancelled the service. At this point all I had left to do was the diagnostic on the parking fault and the recall, which was also computer programming. I dropped the car off at 8:00 a.m. and was just walking around the area and killing time. I advised Darius of this and he was well aware I was waiting on the vehicle. I heard nothing and finally called Darius at 1:10 p.m. I got no answer, but left a message. I heard nothing, so I called back at 3:20 p.m. and finally got a hold of him. He told me the diagnostics were still being run, but the recall work had been completed. He said he would call as soon as it was complete. After hearing nothing, I called back at 4:55 to verify the service hours. A different service employee told me the department was open until 6:00, so I told her I would call back. At 5:35, I called Darius and he advised me that it wasn't done. I asked him since he already had the car for 9½ hours, how much longer did he need? He told me that he would call the next day as soon as it was completed. Friday the 23rd I expected a call, but got nothing. Finally at 2:40 p.m., I decided to call Darius. I got through after the 5th call and he advised it still wasn't done. I told him I wasn't leaving the car for the weekend and that I thought over 15 hours should be enough time to do the two jobs he had. He said he would call when it was done. At 3:00, Darius called me for the first time and said they were done with the diagnostics. He advised there were frayed wires and a $1300 repair was required and I told him not to do the repair. I advised him to get the vehicle ready to go and I would pick it up before the close of business. Darius called me back at 3:50 and said the vehicle was ready for pickup. I showed up at 4:15 to pick up the vehicle. Darius advised me that the diagnostics were completed, but the recall work wasn't done. I asked him why he told me the day before that it had been done. He said, I thought it had." I paid the $204.95 for the diagnostics as agreed as well as a $40.99 charge for "shop supplies". I inquired about the shop supplies and he couldn't give me an answer as to what those were only to say, "I can't take that fee off, it's like tax". This entire experience was terrible. From the 15 hours to run a diagnostic to the bait and switch to the lying and not keeping promises. I will NOT be returning! More

Went in for a service and left with issues. Truck has been back more than a few times and still hasn't been fixed correctly. The GM hasn't followed through on what he said would happen, his com Truck has been back more than a few times and still hasn't been fixed correctly. The GM hasn't followed through on what he said would happen, his communication sucks. More

Gary Stecks was very professional and communicative! Did a great job taking care of my car! My car was delivered to me on time and professionaly by Jacob Whitler. Awesome team! Did a great job taking care of my car! My car was delivered to me on time and professionaly by Jacob Whitler. Awesome team! More

Very Friend Staff. My service Representative, Jessica was kind and very thoughtful in taking care of me. I also want to thank Josh Feller for spending time doing road My service Representative, Jessica was kind and very thoughtful in taking care of me. I also want to thank Josh Feller for spending time doing road tests trying to duplicate the noise my car was making, and checking the suspension on my car. They were also so kind to pick my car up at my house and returned the car back to my house. Great service. Thank you. More