Groove Ford - Service Center

I scheduled an appointment for the morning of January 20, to address a transmission issue, and a check engine light. My service “advisor” was Logan Wakefield. I dropped my truck off the evening of January 19 to address a transmission issue, and a check engine light. My service “advisor” was Logan Wakefield. I dropped my truck off the evening of January 19, because I was able to arrange a ride home that night. Logan was not working that evening. I expected a call, or text at a minimum once my truck had gone in for service on the 20th, to keep me up to date on when I should expect it back (I was under the impression a few days were needed). I didn’t hear a thing on Thursday, or on Friday. I called Friday morning, hoping to get a timeline to plan on when I could have a vehicle again, I had arranged a short-term loaner from my sister-in-law. I left multiple messages for Logan, and never received a call back. The next week, I called, and finally had Logan pick up. I was told the check engine light had been fixed, and they were just awaiting a transmission tech to diagnose and fix. I asked for a timeline on my truck, and was told it could be “10-14” days, as they were short a transmission tech. I asked if a loaner was available, and was told no. I said, I’ll just take my truck home, and call me when my “slot” with the transmission tech is up, and I’ll bring it back in. I was told, that I was welcome to take my truck home, but it would lose its place in line with the transmission tech if it left the lot. After asking what I was supposed to do for a vehicle, a loaner was located. I went back in to Groove Ford on January 26 and picked up the loaner F-150. On February 3rd, Logan text me, and said “he hadn’t forgotten about me, and they were still awaiting a diagnosis, but would keep me advised.” At this point, I had initially been stressed and annoyed by the absolute lack of initial communication, but I had a loaner truck now, and was content as they worked on my truck. One week went by, and then another. The weeks turned into months. Finally, on March 18th, I reached out to Logan, and he actually answered. I inquired about the status of my truck, and was told that they were waiting on a back ordered part for the transmission, the part had no ETA. This is information that would have been nice to have been told, instead of me initiating the communication. One week later (Friday, March 25), Logan text, and said “the truck is completed and ready to be picked up. We were able to squeeze in front of a couple other vehicles.” I dropped my four-year-old son off at school that morning, and packed up the one-year-old in to go trade the loaner in for my truck. When I arrived at Groove, Logan wasn’t available, but another service advisor gave me the paperwork and called a porter to bring the truck around. He said it would be 5-10 minutes to get the truck. Ten minutes went by, then another ten, then thirty. The theme of no communication continued. Logan wasn’t around, but I found someone else to check the status, and was told it needed a jumpstart. That sounds somewhat plausible, after sitting for two months. Another twenty minutes went by, and I said I need to either leave now in the loaner, or get my truck, to get my four-year-old from preschool. Right about then, the truck pulled up. I first noticed how dirty it was, and thought it was odd it didn’t get washed by the dealership after sitting for two months. I didn’t care too much about the dirt, I would wash it the next day, I cared about a quick transfer from the loaner to get my one-year-old in and on our way to pick up my other son from school. Typically, I’d do a quick walkaround to make sure everything was ok, but I was in a hurry now, thanks to the delay in getting the truck. The truck was running when I got in. I drove off, happy to have the check engine light off, a seemingly smoother transmission, and to have this whole ordeal behind me. After driving about 25 minutes to Parker, I pulled into the parking lot for my son’s school, parked and hit the start/stop button. The truck went immediately dead. No power for locks, nothing. I was immediately annoyed, about now having to find a jumpstart, after just taking my truck from the service department. As I walked around the front of the truck, I noticed some scratches. I kept going, seeing more and more scratches. I was horrified to see the hood, and grill covered in scratches. It looked as if someone had set a bag of tools or something on the hood, and moved it around, and around. Now, I have a dead truck, and ruined hood/grill. After getting my son, I called Groove immediately. Shockingly, Logan didn’t answer. I left a voicemail detailing what I had just discovered. I called back to speak with anyone, since logan wasn’t answering or returning calls, as I hunted for a willing jumpstart. I spoke with another service specialist who told me to bring it back in after getting a jump start. After charging the truck for 15 minutes, on two separate occasions, the truck still would not start. Now, I have been outside (thankfully a beautiful day) for over an hour, with two children, one of whom has missed lunch and nap time thanks to this whole ordeal. I called Groove back (Logan was still absent from my outreach attempts) and told them I was still here, with two kids stressed out of my mind. They gave me the number for Ford Roadside assistance, which dispatched a tow truck to the lot, ETA 30-45 minutes. The Tow truck arrived quicker than expected, and we were able to jumpstart the truck after charging off his much larger batteries for twenty minutes. Fortunately, I was able to get the truck started, otherwise I would have been stranded with the kids, since they could not ride in the tow truck. Thankful to be in a drivable vehicle, the boys and I headed back to Groove after sitting in the lot for over two hours. I called Logan, again, and this time he actually answered. I asked if he listened to any of my voicemails, to which he replied he had not. I explained the situation, again, and he transferred me to Bijan Barzideh, the Service Manager. Bijan asked me to send pictures of the truck, which I did. He agreed that the truck had not looked like the pictures, at drop off. I told him I was coming back in, he was going to arrange for a body shop. I dropped my truck off, and got another loaner truck, while my truck went into the body shop to get the hood and grille fixed. I was notified about two weeks later my truck was ready for pickup. So, on April 11, we once again packed up and went to the dealership, to pick up the truck. The hood had been repainted, and looked fixed. However, the top of the grille still had scratches. As I was looking at the scratches, Bryan Haarhues (General Manager) came out. He said he’d look into a solution, and reach out to me within a day. I waited until Friday the 15th, and still hadn’t heard anything, so I emailed him. It has now been almost two weeks since he said he would reach out, and I haven’t heard a thing, including a response to my email. The damage to the grille is not nearly as bad as the damage to the hood was, but it’s still damaged by the dealership. More

Avoid Groove altogether! We purchased a used Ford Escape from Groove Toyota back in June. We traded in our old car and paid cash for the balance. We still do not have the We purchased a used Ford Escape from Groove Toyota back in June. We traded in our old car and paid cash for the balance. We still do not have the title nine months later! We're driving around with expired temporary tags. Lots of excuses, placations, and blaming Covid, but the bottom line is they advertised and sold a car without a title we're paying the price. This week we took the car into Grove Ford to fix the windshield wipers which were out of sync. The man at the desk was very rude. I don't know his name as he never introduced himself. He gave us a verbal estimate of $200 to repair the windshield wipers. Never touched the car or turned it on. When I questioned the estimate he became very belligerent. I thanked him for his time and took the vehicle to Wessbecker in Castlerock (highly recommend these guys!). They fixed the problem in five minutes by tightening a bolt and didn't charge me anything. Skip Groove Service and go to Wessbecker. More

As always got great service and would work with Chase and Groove Ford anytime. I have an F3 50 and an F150 and they take great care of both of them Groove Ford anytime. I have an F3 50 and an F150 and they take great care of both of them More

Service center is impossible to schedule with. They cancel day of, hang up on costumers while trying to schedule, don't return service call requests, etc. cancel day of, hang up on costumers while trying to schedule, don't return service call requests, etc. More

Had vehicle serviced 2 days ago. Advised them of fluid leak. They found nothing. Since then found it still leaking. Took it to another shop. The other shop found oil filter loose and you never replace leak. They found nothing. Since then found it still leaking. Took it to another shop. The other shop found oil filter loose and you never replaced it. The filter was in same dirty condition when I took vehicle into you. Had the oil mess under vehicle cleaned up today and filter was tightened. Will be in to see you tomorrow to have you make things right. We will see what you do. More

Beyond exceptional experience with service. As soon as I pulled in for my appointment to the moment I left, every interaction and service was performed to the highest level of quality and customer service! pulled in for my appointment to the moment I left, every interaction and service was performed to the highest level of quality and customer service! I came in for a Coolant and transmission flush, oil change, and 2 recalls. Upon arriving I was greeted within a minute by name. I was quickly checked in, offered a shuttle if needed or to be shown the amenities. I had a ride on the way and needed neither. I was kept up to date about the progress and called again once it was complete. Upon arriving for pick up, the advisors were almost falling all over each other to get me taken care of quickly. Chris was my advisor and will be my go to guy from here on out. I also had the pleasure of being introduced and thanked for my business by Bijan, the service manager. I have visited nearly every Ford service center in the Denver metro, and Northern Colorado area and have never been this impressed! The pricing was fair and honest, they didn’t try to upsell me on anything unnecessary, and they clearly showed how valuable my business is to them! This will be my service center of choice!!! Thanks team! More

Logan Wakefield provided great service. We had multiple problems with our Fusion. He provided us with choices and then made sure our choices were fulfilled. He then helped us with the pricing and even got problems with our Fusion. He provided us with choices and then made sure our choices were fulfilled. He then helped us with the pricing and even got the repair cost below the quote. We couldn’t be happier! More

I am still reeling over the horrible customer service experience we had with Groove Ford. We will never set foot in this dealership again. Our sales person we worked with was great, but the serice depart experience we had with Groove Ford. We will never set foot in this dealership again. Our sales person we worked with was great, but the serice department was the most deplorable customer service of my entire lifetime. More

Save yourself the headaches and disappointments DO NOT use Groove Ford Service. This is the first and last time I will ever use their service center. Took over 30 days to correct two extremely easy to dia use Groove Ford Service. This is the first and last time I will ever use their service center. Took over 30 days to correct two extremely easy to diagnose and repair issues. And then after all the lying about the wrong parts being sent and damaged parts being received (they ordered the incorrect parts) we received our vehicle back with damage to the interior drivers side door. There apparent gouges from the technician getting in and out of the car on top of it being filthy was the last straw. When the service advisor didn’t return my call I got in touch with the Service Manager, Bijan. Let me tell how rude and dismissive he was. He informed that they did not perform any work on the interior of the vehicle so it’s not their issue. I tried explaining the damage was not there when I dropped it off and he told me to take back to the dealership where we bought. I didnt buy the vehicle with damage so why would I take it back to them? Please, please, please do not take your vehicle here. It’ll sit in a back lot for days unaddressed and incorrectly diagnosed. The staff’s communication is awful and they dismiss all issues and concerns blaming someone or something for their shortcomings. More

Best Ford service department in the Denver metro area. Once again Chase took great care of my F150. The level of customer service was beyond. The communication clear and concise. As a female I never feel Once again Chase took great care of my F150. The level of customer service was beyond. The communication clear and concise. As a female I never feel like I am getting a run around which is something I have experienced with other dealers in the past. I will continue to do service with him and highly recommend doing business with him. More