Eli Claybrook

My service engine soon light came on (steady, not flashing) just blocks from this dealership, so I brought it to Groove immediately. The service writer was pleasant and straightforward: “Leave me you flashing) just blocks from this dealership, so I brought it to Groove immediately. The service writer was pleasant and straightforward: “Leave me your truck and I can have a mechanic look at it in 5 days”. What ? Are you joking? Why don’t I bring it back in 5 days and your mechanic can run the diagnostics while I wait. This ain’t my first rodeo cowboy. I know what must be done to analyze a repair like this. His reply was; “Make an appointment to drop your truck off and a mechanic will look at it within 5 days of that date.” That’s crazy and completely unacceptable. I bought the Premier care warranty plan with the purchase of this new (2022) F-250 truck. How does this service fall anywhere near premier care? This fact didn’t change a thing. I get a free loaner while your mechanics service my vehicle, according to the Premier care plan, and a fact that the service writer failed to suggest. His reply was simply, “we don’t offer loaners because we don’t have any to loan out. Don’t you have a second car?” No! I’m not buying another vehicle just to have for these situations. So I recommend getting a rental car which is also covered by my care plan, another fact he neglected to mention. His reply, “you could get a rental but there’s not any rental cars available. Plus it’s a risk if Ford will pick up the bill since we don’t know if this repair is covered by the warranty.” Amazing! His crystal ball also knows what the car rental market is doing at that very moment. This guy seems xxxx bent on making things as inconvenient as possible for the customer. “We can offer you a ride home after you drop the truck off.” What am I supposed to do for transportation for the next 5 days assuming they can fix the problem the same day as the diagnostic testing? (Wishful thinking) The service writer has no solution. Where’s the first rate service they advertise on their home page? When’s the last time they offered an enjoyable experience to their customer? Does Groove Ford even know what a good customer experience looks like? There’s plenty of opportunities to do better but Groove Ford just doesn’t care once you leave their sales floor. It doesn’t make any difference who I was working with from Ford. It’s obviously a departmental attitude problem. Do better! There’s so much opportunity to grab more business if you just follow up on your own policies and customer promises. I called a month later to schedule a service recall and was given the same dialogue and list of inconveniences. I’m never buying another extended warranty if Ford isn’t going to guarantee they honor it. My purchase is primarily based on the quality of the product together with quality of service. This truck has less than 9,000 miles on it but without good quality service, I’ll be replacing it with another brand that can deliver on their promises. More

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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

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