THE LACK OF COMMITMENT TO THEIR CUSTOMERS IS TRULY STAGGERING. TLDR; 11 DAYS AND 5 UNRETURNED CALLS STEMMING FROM THEIR INEPTITUDE AND LACK OF INTEREST IN CUSTOMER SERVICE LED ME TO A DANGEROUS SITUATION OF DRIVING ON SUMMER TIRES IN THE SNOW IN DENVER FOLLOWED BY AN BLATANT ATTEMPT TO UPSELL AS LEVERAGE TO MAKE THE REPAIR MEANT A HORRIBLE EXPERIENCE. Long story short... Tried to get a tire replaced under the road hazard program I purchased with the car. Called to get the ball rolling and was assured a call back the following day. 5 days later, I called and they had no knowledge of my claim. Frustrated, I brought the tire in to physically get the process moving and was told 2-3 days they should have approval for the tire replacement. 5 days go by before I call to request and update and am told they don't know anything about it but will find out more information and return my call by close of business with an update. No call, of course. I call again the next day and the same scenario plays out, no answer. This happens 3 additional times until the 11th day when I visit the dealership in person. Again I'm met with "Well, I don't know whats going on but let me try to find out." followed by a 1.5 hour wait. At the end of this ridiculous wait, the poor service tech comes up and tells me they made a mistake by calling Pirelli, the manufacturer of the tire, instead of Ford, the company that I bought the program through. This means I waited 11 days because of their failure to follow up and contact to right parties. Furthermore, I'm then told they cannot get the tire, a winter tire as snow has begun falling, for at least another week leaving me in a dangerous situation with summer tires mounted on my car. The tech, a younger kid named Kenny, seemed to genuinely care about my wellbeing as a customer and asks for a moment to speak to his managers. He returns with a look of shame painting his face and passes along their offer to "meet me half way". Their way of resolving the situation was promising me a tire the next day as long as I bought a second out of my own pocket, one I did not need. Kenny was obviously embarrassed to be in the situation and needless to say, I lost my cool. I'm being uphold at this point and their lack of customer service was truly staggering. I asked for my tire back and told them I'd never be returning to which Kenny replied that he understood and offered me a free oil change which will go unused as the last time I had an oil change performed I was told I needed brakes on my car. I did some work this weekend on my car and found my brakes to have well over 50% life remaining. Absolutely absurd the way they treated me as well as some of the other customers in the waiting room. Incredible to see just how little they care about customers if they aren't willing to pad the bottom line for the dealership.
Charlie made this buying experience great! I bought two cars for two teens and left with a smile on my face!
Willing to work to make a sale
I had selected the model and color that I wanted, but could not find anywhere else in the metro area. Groove had the exact car that I wanted, provided me with detailed pricing information before I visited, adjusted the rebates without any further negotiation, and paid a fair price for my trade. I was very impressed with their willingness to work with me. I was annoyed that the whole process took too long, as there was only one sales manager on site, so the wait to get an answer was too long. If Groove can reduce the time necessary to negotiate the deal, they would be a five-star dealer. In any event, it is worth visiting this dealership.
never get back to you
I purchased my car a year ago it is in the shop for a week waiting for a part that is backordered with no build date. Instead of driving around in my fully loaded CMAX I am in a crappy base Focus. I have purchased a few cars from Groove but the CMAX will be my last.
I have never been fond of dealerships but I cannot recommend this dealership more! I went in there knowing exactly what car I wanted and exactly how much I was willing to pay. I walked out of there 3 hours later with the car I wanted and with the payment I wanted and not one dime more!! I was treated with the utmost respect, every single question I asked was answered and then some and my salesman called me a couple days later to check in to make certain I was loving my new car..which I was and still am!!!! If you want to have a great buying experience you must go to Groove Ford. Dave is the Sales Manager and Michael was my salesman..you must ask for them!! Thank you Groove Ford!!
Dishonest Sales Practice; Sales tax purposely omitted to close sale
In June of 2012 I took my college bound son to purchase a new 2012 Ford Fiesta from Groove Ford in Centennial, Colorado. After much haggling we came to a price I was comfortable paying and assured that the taxes my son was paying for in cash were low enough that he could pay them. I told them he had just under $1000 in down payment money to cover taxes and fees. The total taxes per the finance department came to $815 and we were asked to write a check for $825 (unsure disparity in contract amount vs paid amount). I was teaching my son not to finance taxes and registration fees so this is why our down payment was only the tax/registration amount. We left happy with Groove Ford and had planned to return to them in the fall to purchase a new 2013 Focus. I thought I was doing a good thing starting my son with a lifetime of Ford vehicles as I have done. About 3 weeks later my son took the car to get plates at the Registry and was told Groove Ford hadnt sent a complete check for all the taxes due. I then called my salesman Alec whom later called me back saying that Groove Ford would take care of the mix-up and apologized. I was asked if I filled out the satisfaction survey with Ford yet for this transaction and explained I would soon. I felt like he was asking me because they were about to do what I deemed was the right thing for an error on their part. During the original sales pitch the sales team brought me a pre-filled in satisfaction form and said that filling one out with anything except exceptional is unsatisfactory for them. Groove Ford eventually paid the taxes because I received a letter from the Registry telling me I could pick up plates. After receiving the plates, I filled out the satisfaction survey with Ford giving Groove the glowing review they asked for and I thought they deserved after picking up the cost for their own clerical error. At this point I still thought that it was accidently omitted from my contract. Several weeks after that I received a letter from Groove stating I owed them the $473.37 for the tax they paid the state. This tax is apparently a city tax for the town of Parker and was omitted from my contract. They have tried telling me the address they used during our negotiations was different from the address on my contract, but I never provided them an address other than the one on my contract. At this point, it started clicking that they purposely left if off the contract to close the sale, knowing that the legal wording on the back of the sales contract would allow them to collect the tax well after I was unable to return the car. This address error lie is a completely fabricated excuse because they needed my address on the credit application I filled out in their office, had the same address on my drivers license they photocopied that night and is the address on the actual sales contract they gave me that night. I find it very hard to believe a dealership that is less than 10 miles from Parker would be unaware of the city tax. I TRULY believe they omitted the tax knowing I wouldve negotiated the price lower to cover the cost or walked away from buying the car. I believe they purposely lied to me and waited to collect the tax from me until after I filled out the Ford satisfaction survey.
Honest and Efficient
I feel compelled to write a review for Groove Ford. I went to Groove for a 2nd opinion for an oil leak. I was previously quoted $2100.00 to fix several leaks. I took my car to Groove and they told me I had only one leak. The service rep actually took me back and showed me the current oil leak and explained what failed on the car. By the end of the day the my car was fixed and it was $900.00 cheaper than the previous quote at another dealer. I really appreciated the honesty and how efficient everyone was. Keep up the great work!
I have a 1998 Ford Explorer and Groove Ford was the main service location for this car. Over the past couple of months, I had repair done on my air conditioning for $1800. When I went to pick up the car, I noticed it rode "hard" which usually means the air ride isn't turned on. I pulled over in the dealer parking lot, turned off the car to go to the back and check the air ride, which was turned on. When I got back into the car, it wouldn't start - I mean dead - no lights, no clicking, nothing. I called the service guy and he walked over with the battery charger. It started with that on, butt without. We took it back to the shop, they did their thing and identified that the battery had been short-circuited, thus resulting in the air-ride to be screwed up at the computer level. They gave me a new battery and reprogrammed the air-ride (no car for a day) Five weeks later, we took it in for another issue with the air conditioner, they fixed that $1200 more and when I picked up the car, the left turn signal didn't work. It worked when I took the car in because I used it on the way. They said they didn't break it - another $137. A coincidence. Two days later, my husband asked me who was standing on my front bumper. When I asked why he showed me shoe prints that didn't match anything we had, and the broken license plate holder. My license plate was holding on with 1 plastic bracket, the others were broken. Another coincidence? I'm not saying that you shouldn't visit their service center, but I know that I will not. When I buy my new car next year, they won't even be on my long list of dealer to visit. Bottom line, the part for the last repair was @ $8, but it will cost them thousands in future business.
2009 Ford E-250 van transmission problems
I did the cash for clunkers deal, used my 1996 Ford E-250 Econoline as a clunker towards a 2009 Ford E-250, I didn't have but 500 miles on the 2009 and the transmission went out, I called up and 23 hrs later they gave me a temp van, I do home improvements and this is my tool box on wheels, it takes me 4 hrs to pack everything in organized, so to say this day was a total loss for income, after 2 days of asking what the hold up was and no answers, I just said Hey..I want a new vehicle...one that doesn't have to be worked on, my salesman Tom says..well...I'll have to see what the process is ...to do something like that...and that there will be extra paper work... blah blah blah...I never heard back until I called him the next day, and still no answer to my request for a new vehicle, after 4 days with the temp, I got a call from the mechanic saying my van is ready, so I picked it up, loaded my tools and gear, went to work, and found that there was tranny fluid leaking all over the homeowners driveway, I called my salesman Tom and told him again that I wanted a new replacement, and he said that because of the cash for clunkers deal they could not do a replacement, and said the temp van was still there if I wanted to use it, this will be my 3rd day of missed work because of this deal, also tried to contact the Ford supervisor and president, with no response, mabye I should have mentioned that I am CEO and founder of International Product Consultants, a new business that I started that will give consumers insight on products and company's that I and others have dealt with, I use different products and company's every day, I think the consumer should have an edge before investing, being a new business..my website is under construction and will be ready for review by October, I would not recommend Burt Ford on Arapaho Colorado unless you have a lawyer.