Groove Ford - Service Center

I have brought my F-150 truck in 3 times for warranty service and each time has been a complete disaster. Replaced dash, Broke instrument cluster panel and was told it's not a warranty issue. Had them re service and each time has been a complete disaster. Replaced dash, Broke instrument cluster panel and was told it's not a warranty issue. Had them replace my brakes and asked them to look at the wheel bearings. They didn't. Now back in for wheel bearing replacement for nearly 2 weeks. Was told parts were on Back order. Checked with outside mechanics and was told they could fix it in a day or two. No one returns calls when they say they will. Went to Ford and escalated to "Customer Experience Specialist" was told I would receive a call back within 24 hours. No call back. This is the worst customer service I have ever seen and I have 40 years of sales and service experience. Probably the last Ford I will ever buy! It's a shame to see a company perform so poorly but I will speak with my wallet since no one will speak to me to fix my problem. More

My first and only experience with customer service in the Groove Ford Service Department was frustrating and disappointing. I brought my 2022 Escape for servicing on February 9, 2023. Chris told me that he Groove Ford Service Department was frustrating and disappointing. I brought my 2022 Escape for servicing on February 9, 2023. Chris told me that he would need to order parts from Ford for a brake problem and that he would contact me when the parts arrived. After about five weeks, I called for a progress report. I left two messages, with no response from Chris. I got through to him on the third try, and he said he would call me back the next day with information. I did not hear from him. After the fourth call, in which I expressed my frustration with him, he called me back and we set us an appointment for today. When I met with him, he said that the repair was “needless” (though he never told me that on Feb 9) and that he fully expected it not to work. Regarding my complaints about his lack of responsiveness to my calls, he told me that it was my responsibility to reach out to him. When I reminded him that I had done that (despite his telling me he would call me), he told me that the Groove voicemail system is unreliable, and that next time I should wait on hold while he is paged. No one told me about this procedure. I expressed surprise at his seeming lack of concern for good customer service that doesn’t needlessly frustrate customers. His attitude seemed to be, that’s the way it is, take it or leave it. “I’m not going to sugar coat it”. I felt he had no concern for for my frustration at his lack of responsiveness. I will not be taking my business back to Groove. More

I am so disappointed in Groove Ford's service department. In the past I have provided 5 star positive ratings but it seems their service quality has completely diminished. First problem, I called my service In the past I have provided 5 star positive ratings but it seems their service quality has completely diminished. First problem, I called my service representative to schedule an appointment for a recall on my 2020 Expedition. He said he would call me when the parts arrived. Waited a month with no call. Stopped by to see him, told him who I was and why I was there. He offered to help me if I could tell him who my representative was. When he discovered he was the representative, he checked on the parts, which were there. He blamed it on the parts department. Second problem, my 2018 F150 forward sunroof glass was sticking and cracked when I tried to open. Called the dealership to get a quote to replace for insurance purposes. The lady answering the phone was very nice and informed me I would be getting an appointment email that I should ignore. It was just to inform the service representative of my request and he would get back to me. After 10 days waiting and no response I called and requested another representative. The next representative did call back and left a voicemail stating he needed some additional information (but did not say what that additional information was) and asked me to return his call, providing me with his direct extension. I returned the call and left a voicemail. The next day I called again and left a voicemail, stating that I would call again in 30 minutes as I would not be available in the short term. The representative called back 10 minutes later, and I was not available, however he asked that I call a different number and "one of his guys" would contact him if I called back. I called as requested and was sent to voicemail. I called again later that day and left yet another voicemail. It has now been 16 days since I first contacted Groove Ford for what I thought would be a simple request. I believe their process to manage customer needs is severely broken. More

Had my 2021 F150 oil and tires rotated today. Observed 2 different workers climb in and out of my truck without protecting the interior. Filthy dirty oily clothes, no gloves, no paper or plastic Observed 2 different workers climb in and out of my truck without protecting the interior. Filthy dirty oily clothes, no gloves, no paper or plastic to protect the cloth interior. Then the adviser lied to me saying only certain people drive the vehicles in and out, xx!!! Never again will I let them touch my vehicle!!! More

Kevin at Groove Ford is awesome! !! He was friendly, efficient, and very helpful. I had to be at work within 35 mins after drop off, Kevin got me in and checked in quickly. Even offer !! He was friendly, efficient, and very helpful. I had to be at work within 35 mins after drop off, Kevin got me in and checked in quickly. Even offered to drop me off at work! More

Mechanics are lazy and incompetent. Service advisors a terrible at follow-up and communication. Shuttle service is not reliable. Service Manager is non-responsive and unapologetic. Service advisors a terrible at follow-up and communication. Shuttle service is not reliable. Service Manager is non-responsive and unapologetic. Get the picture? The service here is unprofessional and unreliable. I've given them three chances to improve, but it just gets worse each time. I've learned by lesson and will NEVER go back! More

Took our 2011 Lincoln MKX (Ford Edge) in for a leaking Power steering hoes replacement. The mechanic did not know what he was doing and they destroyed the power steering pump in the steering rack. They to Power steering hoes replacement. The mechanic did not know what he was doing and they destroyed the power steering pump in the steering rack. They took no responsibility for it the car is worse now then when we took it in. Now they tell me the TPU needs to be replaced! And they had the car for over a month! What ever you do DO NOT let Groove work on your car!!!! More

Took our Ford Edge in to have warranty work completed. The Service Team was absolutely atrocious. No customer service, no resolutions. They claim they replaced the warranty part but the vehicle is in the The Service Team was absolutely atrocious. No customer service, no resolutions. They claim they replaced the warranty part but the vehicle is in the same shape as before we took it in. Now they want to replace non warranty parts to the tune of $3100. When I went to pick up the vaccine after declining their offer, they told me to wait outside for my vehicle to be driven around to me in 30 degree weather. My advice, Groove Ford is out to steal your hard earned money with warranty scams. Go somewhere else. More

Have a 2017 Ford Escape and woke up to find the ambient temp sensor light came on. Brought it to the Groove Ford service department on Arapahoe to find that Ford designed the sensor with a soy-based lubric temp sensor light came on. Brought it to the Groove Ford service department on Arapahoe to find that Ford designed the sensor with a soy-based lubricant which attracts animals, (google it) and put the wire in a place easily accessible to rabbits and squirrels. I paid for the repair (over $800) and found that 3 days later, the sensor came back on again. I brought it back over to Groove Ford on Arapahoe and they again claimed that animals had eaten the wire. After 3 days!! They just texted me that it’s ready for pick up the second time. I texted them back and asked if they had done anything different after the second repair to prevent this problem from happening again and have gotten no response back from their tech. They just want to get paid again. I then called and spoke to a service manager and got the same response; that he doesn't work for Ford. Ford pays all their salaries but there is no accountability. Solution - Like maybe coat the sensor with bad tasting grease, encapsulate the sensor, maybe stop making sensors out of food derivatives; something. These guys cannot think outside the box and I would highly recommend that everyone stay far away from this company. More

I tried to book a recall service. The adviser (Chris) told me I would have to leave the vehicle there for 2 to 3 business days for them to take a look at it and then they would be ab The adviser (Chris) told me I would have to leave the vehicle there for 2 to 3 business days for them to take a look at it and then they would be able to think about when they could schedule the repair. I asked him if he could easily do without his car for 2 to 3 days, and could he not get it loked at the same day. He said he couldn't promise that he could look at it on the first day and needed the extra days in case he was busy. More