Larry H. Miller Ford Lakewood

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

I took my vehicle in for a scheduled oil change. I told the service rep that I was under a time crunch and needed to return to a hospital in Highlands Ranch. I was told it would take ~90 minutes. I told the service rep that I was under a time crunch and needed to return to a hospital in Highlands Ranch. I was told it would take ~90 minutes. At about 1hr 40 minutes, I texted the number provided to inquire about my vehicle. The text went unanswered. At the 2 hour mark I called the service department (I was in the waiting area the entire time). They told me the would reach out the service rep, who then came in to talk to me. He asked if I had received an email with an issue, which I had not. He then told me that one of my lug nuts was stripped and what the price would be for the part to be replaced. Now, the key needed to remove my lug nuts was in a kit with 4 spare lug nuts. So not only did THEY strip it taking if off, but they were going to charge me for a new lug nut when there were 4 new nuts in the kit. Again, they had to open the kit to remove the key, which had 4 new spare lug nuts surrounding the key. So why were they going to charge me for a replacement? I declined. I took my vehicle back to Big O Tires, where I purchased my set of tires a few months back. They took off the lug nuts, cleaned the posts and nuts after having a hard time getting them back off, rotated the tires and did this at no charge. They explained the issues was just that posts and nuts just needed cleaning. Now why couldn't Larry Miller Ford do that? As soon as my maintenance package has been fulfilled, I will never take my vehicle back to Larry Miller Ford. This is not the first bad experience I have had there. They are poorly organized, lack communication and will take advantage of charging you for things you don't really need. Beware if you take you vehicle to them for service! More