Groove Ford - Service Center

Not so Quick - nor quality -Lane Terrible customer service in the Quick Lane at Groove Ford. Paid $120 for an oil change, car wash, and tire leak repair. Took 3 hours. Didn't wash the Terrible customer service in the Quick Lane at Groove Ford. Paid $120 for an oil change, car wash, and tire leak repair. Took 3 hours. Didn't wash the car (I let it pass instead of complaining because was in a hurry), and a day later the low tire pressure light came on again. Took it to Discount Tire who found the nail in the tire and confirmed that the tire had never been repaired. Got a call from some survey company asking about the visit to Groove QuickLane. I described my concerns and was told I would receive a return call from a service manager the next day. Call never came. Decided to go in and ask for a refund for the tire repair they never made. Waited 15 minutes to speak with someone empowered enough to give a $20 refund. When I voiced my frustration over the wait to the "receptionist" reading her novel and drinking coffee, the manager scowled at me from a distance and trotted over full of attitude. Said that he needed to do a thorough inspection before he could refund my $20. I told him I had been waiting too long already and didn't have any more time. He scoffed that "that's the only way to make certain it was "fair to the dealership." I asked what he felt was fair to the customer. He said he only knows what's fair to the dealership. I left and bought new tires from Discount. Rejecting the $20 refund request and attitude just cost Groove Ford Quicklane a $500 sale for two tires every 5,000 miles on this car and any future business I might have given them. More

THEIR PROMISES ARE FUTILE HAD NOISE IN TRANNY BACKING UP. CALLED DEALER, SEZ HAVE VEHICLE IN AT 7AM NEXT DAY. TOOK IN, SERVICE WRITER SEZ WILL CALL ABOUT NOON AND LET US KNOW HAD NOISE IN TRANNY BACKING UP. CALLED DEALER, SEZ HAVE VEHICLE IN AT 7AM NEXT DAY. TOOK IN, SERVICE WRITER SEZ WILL CALL ABOUT NOON AND LET US KNOW WHATS UP. THREE DAYS LATER FINALLY CALLED AFTER WE LEFT MESSAGE TO CALL. $6700 TO FIX, BUT HE SEZ DRIVEABLE. WIFE PICKED UP CAR AND 2 MILES FROM DEALER TRANNY WENT OUT COMPLETELY. MANY PHONE CALLS, MANY LIES...ETC. GOT FED UP, BOUGHT A 2014 TOYOTA PRIUS AT ANOTHER DEAL ACROSS TOWN NEVER EVER BUY A VEHICLE AT GROOVE OR SERVICE THERE. More

Bought a new F150 from Juan about 45 days ago. I needed some warranty work done, so I called Juan to see if he could arrange it. He called me back within the hour, with an appt. made for that Friday and a some warranty work done, so I called Juan to see if he could arrange it. He called me back within the hour, with an appt. made for that Friday and a loaner car setup for me. That Friday, Chris the service manager, and Juan greeted me as they were expecting me and got me right into my loaner car and I was out of there. They both called when my vehicle was ready later that day. I am very impressed with the service level I received. It's rare these days and even more appreciated! More

I want to thank Jim Dickey for helping me out with my repairs. I have been coming to Groove Ford for quite some time with my service and repairs and had been working with Lonnie Fast. When Lonnie left repairs. I have been coming to Groove Ford for quite some time with my service and repairs and had been working with Lonnie Fast. When Lonnie left the dealership to take a different job, Jim stepped right in and helped me with the same ideal customer care and service as I had with Lonnie. It is and will continue to be very much appreciated. Thank you. More

Really do not support the customer on warranty issues. Service manager hides behind his service reps. You should definitely go somewhere else for your cars service. Service manager hides behind his service reps. You should definitely go somewhere else for your cars service. More

Sales process was great with Juan - despite Ford losing our newly ordered car. Once the papers were signed, things went downhill from there. There has been an ongoing service issue for over a year that st our newly ordered car. Once the papers were signed, things went downhill from there. There has been an ongoing service issue for over a year that still has yet to be fixed. Each time we take it in and speak to someone, they promise to "order parts" and call us. They never call. The last time, they contracted out the work to seal the windshield. The problem was not fixed (Whistling noise at 45 mph and over). We took the car in again, and rode with one of the service staff who assured us he heard the issue and would call us in the early part of the week to schedule a time to correct the item. Still no call. We have had service associates tell us that they do not hear the issue. I am hearing impaired, my husband is not, we can both hear the noise easily. My husband also mentioned an issue with acceleration in our last visit. When explaining the item, he explained that the problem was similar to a significant turbo lag when driving a turbo charged car. The notes on the bill stated: "Customer says turbo lag is significant. This car does not have turbo." Having ordered the car to our specifications, we know it does not have turbo. He was describing the issue after the service associate asked for more information. If the service team was unsure about our understanding of the issue, they should have called. More than once, we have taken the car in for normal service, and other general items like recall work. Each time, when we drop off the car, they will have the oil change on file and not the rest of the work. This is after we can and schedule an appointment listing the items to be done to allow the team to schedule appropriately. When picking up our car, the cashier always asks us if the service team has explained the work that has been done. When we honestly answer, "no," her response is always, "You can read this later," as she highlights various notes. We have dealt with over 9 service associates, of all tenure and title, since getting our car. I would describe our service experience as nearly horrific. We purchased the extended maintenance and warranty when we bought the car to ensure it would run well for a long time. What a waste that was. We cannot even get them to complete general maintenance timely. We have completed all surveys from Ford & the dealership, asking someone to contact us about our experiences. Over a year of surveys, and still no call. Based on our service experience, I would never recommend this dealership. More

Lonnie was very helpful and polite, he got me in and out in a timely manner and my problem is solved. Not only did he fix my problem but he even washed my car. I will definetly be back if I have any more is in a timely manner and my problem is solved. Not only did he fix my problem but he even washed my car. I will definetly be back if I have any more issues with the vehicle, the cashier was also very polite. More