Customer ReviewsforGroove Ford on Arapahoe

Groove **** is commiting fraud by applying bogus "required" charges to end-of-lease purchases options. My lease contract indicates an end of lease purchase option in the amount of "$25,558 plus official fees and taxes, and documentation fee." However, upon trying to purchase my vehicle, Groove **** applied an additional $1,297 in optional fees. When I contested the fees, only the $199 fee that had been added for "locking lug nuts" was removed. The remaining $699 fee for NSD PAINTLESS DENT, and $399 fee for NSD CLEAR VIS WSHLD were not removed. I objected and the sales person said they would speak with their manager, only to return and tell me that these fees are required fees for every vehicle Groove sells. Nowhere in my contract does it state that certain optional services will be required when I purchase my leased vehicle.

I would offer to reimburse the amount for the items that the customer did not want. All I would need from the customer is to email me the buyers order with them on it and I will issue a refund check for the unwanted products. my email is *****************************************

BEWARE! ****** **** AND ITS MANAGEMENT ARE TAKING ADVANTAGE OF CUSTOMERS! I am voicing my concerns to everyone about this company. ****** **** located at ***** *************************************************************** sold our family a brand new **** F150 that unfortunately broke down and left us stranded on the side of the highway. I had to find a way to work and let them pick up the truck later that day. Long story short there is something severely wrong with the truck even though it was brand new. My major concern is that they do not want to tell me everything that is wrong with the truck. They say we will just get you a new motor and transmission and you just keep the truck. Meanwhile I have concerns that I dont know every issue that *** be involved. They do not think that that is rightful information to give me. I do not trust them I do not trust that particular truck that they sold me as I do not know what the situation is with that truck. Now heres the biggest problem. When you call and ask for the *** he passes you to another manager and then on the next day another manager and then on the next day another manager etc. I have spoke to eight managers but he refuses to speak to our family about this truck. This is an ongoing issue we have to continue to deal with. This has gone on for over a month and at this time we have to get legal involved. The only reason that I am voicing my opinion is because I do not want it to happen to you. You have many choices in the vehicles you buy as well as the dealerships that you use. Please choose wisely.

I just spoke to you last night and we are waiting to see if Ford is going to buyback your vehicle. We don’t have the authority to make that decision only Ford Motor company can accept it. We are waiting on parts for to finish replacing the engine on your truck. Please let us know when you hear from Ford so we know how to proceed.

I took my car into Groove Ford on March 30, 2021 for a recall on the coolant tank. I picked my car up following repair on April 8, 2021 and drove straight to work. The car was accelerating on its own while in park, was making a whooshing sound whenever I manually accelerated, and engine eventually revved up on its own to the red line and visibly shook until I powered the car off. I alerted Groove and they dropped off a loaner car to my place of employment that day (a very busy hospital), sending in their tow to bring it back to Groove. The two Groove employees that showed up to tow my car and drop off a loaner were so unprofessional and disrespectful in the hospital parking lot. One of the guys kept using the “F” word repeatedly about not caring whether they were impacting hospital parking or traffic, calling the other patients "******* babies" and that they just needed to load my car up so they could leave. I alerted Bryan H******* (Groove Ford General Manager) and Jason B*** (Groove Ford Service Manager) of this behavior and how appalling it was, and was informed that they would take care of it. Groove Ford called me a few days later and told me that my engine needed to be replaced because of a liquid that made its way inside. I received my car back on April 22, 2021. On May 15, 2021, I was in a hit and run where someone sideswiped my car and drove away. After the accident, I started noticing my car jerking from side to side while I was driving straight. Progressive helped me arrange an estimate and repair at a local body shop. I was notified by the body shop that the bolt that holds the lower control arm to the knuckle was missing from when my new engine was installed by Groove Ford. They also let me know that when Groove Ford changed out my engine they would have removed this bolt and ultimately failed to install properly. I was advised by Progressive to have Groove Ford arrange for a tow and fix this issue as well as fender mldg., lower cover and cv axle that got damaged from the parts coming apart. Groove Ford picked up my car from the body shop on June 1, 2021 and towed it to the dealership. On June 3, 2021 at 9:56am, I sent an email to Bryan, Jason and Chase (service technician that replaced the engine) requesting a status update. Chase responded at 9:59am and stated that he would look into it and get back with me. Bryan requested for Chase to “reply all” in the email chain with an update at 10:08am. At 3:58pm, I replied all and asked for an update. Chase responded at 4:02pm and stated that he had somehow only replied to himself and: “the vehicle is ready and we would like to deliver it to you. I apologize for the inconvenience and appreciate your business”. At 4:24pm, I replied all and asked for them to tell me a little bit more about what was done, as well as an assurance that it was safe to drive, did not have any issues, and a clearer picture about what happened. On June 4, 2021 at 10:13am, I received a voicemail from John, Groove Ford valet, letting me know that he was going to drop my car off today and wanted my address. At 11:10am, I replied all in the email chain and said: “I had a voicemail from John with Valet about delivering my car today. Please respond to my questions from yesterday before it is dropped off, as I still want to be sure it is safe to drive, no issues, and a clearer picture about what happened to cause the bolts to be missing.” At 11:22pm, Bryan responded: “Jason, Chase, see me on this please.” At 11:39am, Chase responded: “We have test driven the vehicle and confirmed that the vehicle is safe to drive. We replaced the axle and verified everything was good to go. As far as a cause for the missing bolt we are not able to determine the exact cause if it was something done when we had the vehicle or when the vehicle was in the accident. Let me know if I can help any further.” At 11:57am, my doorbell camera captured motion at our front door. I went downstairs and it was John, the Groove Ford valet, holding up my car keys and paperwork, stated that he had just left my car in my driveway. He handed me the keys and paperwork and left. I replied all to the email chain: “I hadn't even responded to this email and my car just showed up in my driveway just now. It takes more than 25 minutes to drive from Groove to my house so it was obviously on the way to my house when this email was sent. I don't generally work from home but did today, and my boyfriend wasn't home when the car arrived so I guess it's just fortunate that I was here when the driver showed up. This has been such a ridiculous experience.” My Progressive rep replied to the email at 12:07pm: “I have attached photos of the right front bolt missing and the left front bolt not fully tightened. It appears that when the engine was replaced that those bolts were not tightened properly and the right front bolt missing was a result of it working its way loose. There was a minor scuff to the rt front wheel that we were able to polish out so the missing bolt is not a result of the loss. Due to how severe this could have ended I would just like to make sure that this is fully documented. Can you also confirm that the molding and liner have been replaced?” Bryan, the general manager of Groove Ford, responded at 12:53pm: “I am sorry this is ridiculous to you. We have fixed your car it is back in your possession. We have no way of knowing if the bolt was broken off during the impact of your accident or if it was loose before. The car is fixed. It is your responsibility to get the body damage from your accident fixed but we have done our part so there is no need for any further email correspondence.” My Progressive rep, emailed me after their response and said: “I want them to take full responsibility for the error they made as well. I just received your other email and shocked they delivered the car. I know that I am not really involved in this but personally, I would very upset. I am shocked by their response. That does not seem very professional at all. I have not received a response back from them in regards to the photos I sent with the missing bolt and loose bolt on the left side. It sounds like the damage that was caused from the wheel when it fell off was not taken care of. You could file a claim against them but unfortunately you would have to pay your deductible and those parts that got scuffed are probably not that much.” I am completely shocked at the response from Groove Ford. I have been dealing with them since March 30, 2021 and the response from their General Manager is appalling, unprofessional and downright unacceptable. I should not have to file another claim with my insurance company for them to take responsibility for the damages that they caused by their carelessness of hand tightening bolts. I have had a Ford automobile ever since I have been driving, am from Detroit where tons of my family works at Ford, and this experience solidified the fact that I will never, ever be getting another Ford again. Groove Ford’s severe unprofessionalism and shoddy workmanship have permanently damaged Ford’s reputation in mine and my family’s eyes. I simply do not feel safe driving this car anymore for the sheer fact that Groove has compromised this car. The paperwork that they dropped off to me was from when my engine was replaced, not from what happened this most recent time. They have yet to respond to my insurance rep's questions and are simply just wanting to me to stop communicating with them which is unacceptable when it comes to my safety and assurance that the work they did is not going to put me in harm's way. I strongly advise that everyone steers clear of their service department and have escalated these safety concerns and unprofessionalism to Ford.

********, We fixed the issue with your vehicle and replaced the inner fender that you requested. The car is safe to drive. As I told you we have no way of knowing if the nut came off when we had it or if it happened during your accident. If you would have been professional in your emails we would still be communicating with you. From the way you spoke and the language you used I was not willing to take your verbal abuse is why I cut off communication. That being said your car is repaired and is safe. Are you asking me to fix the damage from the hit and run? I’m not sure what you are trying to achieve but I am willing to assist if you can be respectful and professional.

The reply from Groove is a complete joke - I have engaged via email throughout this entire process and can assure you that I have never engaged in verbal abuse or foul language. Please show me where I have been abusive and disrespectful to you or your team as I'd love to see it. Their team is who engaged in foul language in front of me regarding patients at the hospital I work regarding blocking traffic and showing blatant disregard, and they ceased contact with me after a simple request for them to respond to my insurance rep regarding the work that they did. I have been nothing but professional and they know it, they are trying to protect themselves to deceive future customers by lying about me. At no point have I asked for the damage to be fixed from my hit and run, as you know that this was completed prior to the car being in your profession as your service department picked it up from the body shop that was fixing the damage to fix the damage that you caused by not putting in the bolts. This question is merely a deflection and attempt to smear my character - your service department supposedly fixed a recalled coolant tank issue which resulted in a new engine that was installed incorrectly which you know to be true.

You are getting incorrect information on the repair. Again from your response I will not communicate with you. You communicate in disrespectful ways. Look at your response above. "A Joke". Again your car is safe to drive and we did what we were supposed to do with your vehicle.

Groove Ford service department is a joke, especially the service manager Bijan B*******. They took 5 1/2 weeks to fix a paint defect on my brand new mustang. I went into groove on 5/8 to report the issue. They took photos of the defect and told me they would get back to me after they send the photos to Ford. Over the next 4 weeks I called 5 times, left 3 messages with the service advisor that was helping me and 2 messages with other service advisors that told me they would get right back to me. I even stopped in in person to ask about the status of my warranty claim. I did not receive a call back until my 6th call when I asked to speak to a manager. Fast forward to today when I finally got my car back and I leave the dealer and the car runs out of gas a 1/2 block from the dealer. I call the dealership to talk to Bijan B******* the service manager and ask him to bring me some gas and I tell him I am calling Ford to complain about how the dealer handeled my warranty issue and he proceeds to tell me if I call Ford to complain he is not going to send someone with gas to help me. He gave me an ultimatum if I was going to call ford he would not send someone with gas. I’m guessing if he was that desperate for me not to call ford he has a lot of complaints. Bijan is extremely un professional and instead of apologizing for their short coming he just made excuses.

Thank you for your feedback ****. Did your not take your car to another Ford dealer and they denied your paint correction claim? We were BBC able to get it fixed for you. I can take the dealership several weeks, months to get approval on a paint correction claim. Regarding the gas we offered to put fuel in your tank before you left which you declined. When you ran out of fuel and called back you were extremely rude and abusive on the phone. That is when Bijan said if you don’t stop yelling at him he would not bring you fuel. You are free to contact Ford at anytime regarding your complaint. I apologize for your experience and would be more than happy to sit down with you or have a phone call to resolve the matter.

No I did not take the car to another Ford dealer for the paint correction, where are you coming up with that information? I brought the car to Groove because you are the closest Ford dealer to my house. I understand this process can take time but the complete lack of communication is ridiculous. I had to call 6 times and stop in once just to get a call back with an update. When i was stranded on the side of the road Bijan specifically stated that if i was going to call Ford and I could push my car to the gas station. Its funny that you say you will sit down and have a conversation with me when Bijan wont even take my call and i have asked for the general manager to call me, i have no response other than this comment. You only made this comment to try to save face with the public, you have no desire to have a conversation with me.

I have said I would sit down and talk with you. I am in the store 6 days a week. My office is next to the reception desk you can come by anytime. What does Bijan have to do with us talking? I don't need to save face with the public we have an excellent reputation with our customers that treat us as they want to be treated. This is my second attempt to resolve this issue with you. My number is 303-643-9000 ext 216011 or my email is [email protected].