ComplaintsforGroove Ford on Arapahoe

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my **** Truck in for diagnostic on 6/12/2024. Process was about 2 ***, advised that I possessed Car Shield warranty plan (Gold) Initially informed tht it was a issue with the timing off about .25 ( not sure what that meant. Tech indicated engine should be replaced. This infor provided to Car Shield (********************) this began the back and forth as warranty company began to ask for a number of test, photos etc. Repair shop indicates warranty company was the hold up, warranty company indicates that repair shop not providing requested infor to make determination. I made several visits to repair shop, spoke to Serv. Director, after having emailed the ** of the dealership was advised this would take place within a couple of days, this was delayed said mechanic out, mechanic in class etc. Finally tear down supposedly complete and photos taken inside engine and sent. Repair shop seems to refuse to provide warranty company with the reason the engine needs to be replaced they have sent numerous requests for the reason the vehicle needs a new engine as they have to document and ensure valid reason that meets their requirements. Repair shop seems to be not providing any info as to why it needs a new engine. I fear the dealer/repair Groove auto will attempt to take my vehicle due to their inability or reluctance to provide the requested info. I believe they were just trying to replace engine to make more money from the warranty company. I need help from someone, I am 70 years old and cannot continue to deal with this run around.Please provide American Auto Shield and myself with the reason why a new engine is required.

  

  Business response

  09/17/2024

  Groove **** is actively engaged in fixing Mrs. ******** vehicle. We have the vehicle currently torn down to the top of the heads. The customer was here as of yesterday and shown where we are at with the truck. We are still in correspondence with the extended warranty. As of September 5th the extended warranty company has asked that we provide pictures of the damage within the engine to prove even further that the vehicle needs an engine. Our technician has tried to get pictures via bore scope of the internals and can't get a good quality photo for the extended warranty company. We will now have to pull the heads off of the engine to further examine the underside of the heads to prove damage to the engine that can not be seen with a borescope. We plan to do so next week. We have no intention of "taking longer than necessary for the customer in hope of trying to put a mechanic's lean on her truck" as stated by Mrs. ******** Groove **** is covering the additional cost of tear down to the engine as a gesture of good faith to the customer for the length of time this has taken. 

  Customer response

  09/19/2024

   
  Complaint: 22292202
  
  I am rejecting this response because: After extensive communication with my warranty company ********************, on 9/18/2024 headquarters, spoke to ******, for a total of 54 minutes and reviewed the entire claim, they have placed in inactive status for the second time due to lack of response from Groove ************************ Their records indicate that last contact from ***** who is the Service tech was on 9/5/2024.  ****************** has failed to provide them a reason for engine failure which American indicates they have to have to make the dermination to approve engine replacement.  the only diagnostic provided is regarding the timing issue.  They have not been informed that additional work or photos will be provided next week.  It appears that t this is just another delay on the part of the dealer.  I feel the dealership is schamming me and the warranty company.  **************** is suggesting that maybe I should have the vehicle moved to a different repair shop that can provide a reason for engine failure.  **************** indicates their adjustors are also certified mechanical people and know their would be a reason for failure if it exists..  It is my opinion based on statements made to my son who has also been assisting me with getting this resolved, Service Technician ***** initially diagnoised as timing issue but said it would be easier to replace the engine.  I believe that is why they cannot find a engine problem because ther has been noting to show a engine problem.  I just need my vehicle to be fixed and I feel they have attempted to create a higher repair bill and cannot substantiate the claim.
  
  Sincerely,
  
  **** ******* *****

  

  Business response

  09/26/2024

  As of 9/24/24 Our email to customer: 

  Ms. Anna ******* *****,

  
  I just wanted to reach out and follow up from our conversation from last week. I promised you that we would have the engine torn down even further as per your extended warranties request. We have now done that and have pulled the heads off of the engine and have now been able to prove even more that this truck needs/deserves a long block replacement at this time. We have found scoring on the camshafts and the cam caps. We have taken all necessary pictures and are currently submitting all of this to your extended warranty. I am not sure what their next step will be. We can give you another update once we get that/those answers from your extended warranty. At this time, all mechanical work is going to be paused until we get some direction from your extended warranty. It will probably take us until the end of the day today to get everything submitted to the warranty company. If you have any questions regarding this please let us know.
  

  As of 9/26/24

  This morning we called and submitted more info to the extended warranty company. We again recommended they pay for a long block replacement. Upon our further tear down as of Tuesday 9/24/24 we are recommending the heads be replaced along with the short block-which again would require an entire long block replacement because the heads can not be re-used to the scoring in/on the heads. The warranty company then asked us to give them the causal failure still even with all the evidence of the truck needing a full engine replacement. We then further inspected the heads today and have deemed this engine needing replaced and the CAUSAL FAILURE being it has stretched timing chains. We have called the extended warranty company again within the last 10 minutes advising them of our conclusion. They have once again asked for the estimate to have a long block installed into this truck. That has been submitted again. Groove **** is now awaiting the extended warranty's decision once again. 

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought brand new F150, from showroom floor, in August 2023. On drive home, discovered driver and passenger front windows make a very loud rattling/vibrating sounds at freeway speeds. Notified salesman (*************************************) immediately. ********* said he would discuss with service manager (*************************). Brought truck back to *********. After having truck, mechanic could not duplicate sound. Sound continued. After numerous conversations with *********, I was told ***** would contact me to setup repair. ***** informed me gaskets were on back order, would take a number of weeks to arrive, and he would contact me when delivered to repair. Never received call to schedule. Contacted ********* to inquire. ***** called me again and said a service writer would contact me to schedule repair as they now have plenty of gaskets to perform repair. Have not received follow-up call to schedule service. Reached out to ********* to ask for assistance. Have not received response. Very nearly a year and my $90k, brand new, showroom truck still has loud, embarrassing rattling/vibrating sound right off show room floor.

  

  Business response

  07/19/2024

  Groove **** has been in contact with ****************. Mr. ********************* bring in his F150 in to get repaired on Tuesday 7/23 at 9:00am. 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Groove **** purchased my vehicle and sold me an Expedition in August 2023.I then couldnt even pick up the vehicle for two weeks after purchasing because they told me they were waiting on part to fix a recall.In December ********************************************* the mail to register my vehicle so I called the dealership and was told they would not give me another temp tag and to wait for the title card in the mail.In January ******************************************************************************************************** the previous owners name.I went to the dealership and they gave me paperwork. I went back to the *** and the *** told me they could not accept it without a title.I then went to the dealership again in person and was told they had the title to the vehicle coming.The person I spoke with at the dealership gave me multiple stories about where the title was and when they were going to receive it.Then in February 2024 they still could not produce a title. I was still driving with my expired temp tag.I went back to the dealership and asked to see the title. They still did not have it.I asked to speak with the general manager and they told me I could not.I finally got a hold of the person above the general manager and Groove **** finally agreed to take back the **** Expedition since I could not title it.They reversed the whole deal.They had me look at vehicles on the lot to purchase.I found one comparable.I told them the max ******* I could have. They were refunding me all the money I had paid for the Expedition but could not refund it at the time of purchase of the vehicle I picked.The finance manager said I could immediately refinance once they had refunded the money I spent on the expedition toward the new vehicle.I couldnt wait and be without a vehicle.I have two small children and work full time.It is now July 2024 and not one finance company will refinance my vehicle.So now Im stuck with a vehicle that the ******* is extremely high.

  

  Business response

  07/11/2024

  Please note that the nature of the complaint is cited as Repair Issues. The complaint contained herein cites nothing specific to the repair of the vehicle in question.
  The circumstances surrounding the initial vehicle purchase were mitigated. The customer was informed that the dealership was not able to obtain a valid title and so the purchase of the original vehicle was reversed, and the customers applicable purchase amount was refunded. The customer was informed that the refund could not be processed the same day as requested and chose to proceed with the sale of a different vehicle. As an automotive dealer and not a financial lender, Groove **** cannot guarantee any customers ability to qualify for financing and cannot make assertions as to whether or not any particular lender will qualify a customer for refinancing options for their respective loans. These decisions are made at the discretion of the lender based on a variety of factors over which any dealership has no control. The agreement between the customer and their respective lender regarding the current financial obligation and loan terms can only be negotiated between the customer and their lender. ********************** **** cannot offer any remedy at this time. 

  Customer response

  07/23/2024

  I am filing this answer as I do not feel that the issue has been resolved. Here are the reasons that I feel that way.
  1. Groove **** sold me a stolen car and was not able to supply me with a title. I had **** Explorer in their shop, with a supposedly blown engine.  As I was later told if I could drive it in there it could have been fixed. I was using that as my trade in. I owed $23,917.00 on this vehicle and they offered me $17,547.00 for the **** Explorer. I also had $9,000.00 in cash to put down on the new car. I explained to the salesman that I didnt want another **** due to my last three had engine problems.  The salesman insisted that I look at what they had on the lot and he would give me a good buy to stick with ****.  I saw the **** Expedition, that they supposedly just got in, and I really liked it.   So, I purchased it.  
  2. It took them six months and we made 5 trips to ********** and two to the ************************* both my mother and I taking off work to go to Groove to try to get a title.  Every time we went there, we spoke to someone different and every time we were give a different story on why they could not supply a title for the Expedition. Along with a couple oof times they said I could go get the title from the ************************* one time they even gave me a fake title to try to get the plates.  Of course, **************************** keep that title. My mother contacted the ** of Groove **** an he met us at the dealership to Reverser the Transaction.  He instructed the sales people to get us into a car that I could afford.  He assured us that they would take care of us. When they were reversing the transaction, I requested my Explorer back with the intent to fix it.  Of course they didnt have it. After it was all said on done, I would have only had $4,630.00 to pout down on a car elsewhere.
  3. I found a car that I liked and they reassured me that they could get me financed with a payment within my budget. When I showed up to get the car, they did not.  I asked to renegotiate the price, but they said it was already discounted.  It was not they sold me the car for the sticker price that was on it, but they were advertising the card for $4,000.00 less. I am a mother with two children and I work full time.  I could no longer go without a car. The finance manager told me when I got my payments made to ******************* I could refinance the car and lower my payments. When I contacted *****, they told me no.  I had already financed too many car recently so I would Not be eligible for a refinance. The loan officer told me that Groove should have never told me that as they knew better.  The dealership can always get financing, but it isnt heard of to refinance after purchase.
  So no Groove Fard has not resolved the issue.  They sold a stolen car and lied to me and my mother for six months, and never gave us any concession for all of the time we spent in trying to obtain a title. 
   
  I feel that they need to be accountable for their actions. There are Laws protecting the consumer from dealers such as this one.  I opted to file a complaint with the BBB as I thought it would get resolved quicker rather than filing a complaint with the State of Colorado for violations of the Dealership laws and waiting two years.
  

  
  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my **** ecosport in for transmission issues still under warranty. I made an appointment for May 13 2024. I was told that the diagnostic test would take about 3 days . I was then told my vehicle needed a transmission rebuild and it would take another week, after a week I checked in with ***** who then told me they had a lot of cars ahead of mine and he didn't know when it would be ready. I called to speak to a manager , I left a message . Last week I was told it should be ready by Monday, and now im told it is still not ready. This location should be shut down. They tell you lies and don't deliver on their promise.

  

  Business response

  07/06/2024

  Service Manager has been in contact with the customer and explained the process. They apologized for the confusion. The repair was completed, and customer picked up their vehicle on 7/3/2024. This has been resolved. Thank you. 

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought 2020 **** escape from groove **** on February 24th, 2024. After signing paperwork, we realized that the agreed upon price of ****** was raised to ******. We brought the car back and spoke with the finance department, we were told that it was due to the warranties on the vehicle as to why the price was raised, we asked them to accommodate us on the price and bring it down because we were unaware that the warranties werent included in the price of ******. To which they took away part of the warranty. 30 minutes after we had left the dealership the engine light turned on so I mentioned it to our sales person and he told us to bring it in to have it looked at but it turned off. 2-3 weeks later I turned on the car and the the engine was going as if someone had slammed on the gas peddle I turned off the car immediately and turned it back on and the engine light was on (this situation had happened 8-9 times in the span of 3 months) i brought it up to **** 2 times about the engine light but they said they couldnt find anything wrong with it or the light had turned off so they couldnt do anything. I personally brought it to ********* and they told me it was on due to the hybrid battery needing to be replaced which I told **** and brought them the diagnosis from *********. Later on in April I believe I found out that there were two recalls on the vehicle one before being sold and one after being sold to me. When I called to speak to someone about it I was told the previous owner had sold the vehicle to **** because she was having electrical issues with the hybrid battery. now coming to the end of June the backup camera was shorting out and would glitch or just go black on the screen. The locks on the car would no longer work and you had to manually go inside the car to unlock any door other than the driver door. PLUS MORE INFO IN PICTURES ******

  

  Business response

  07/06/2024

  Groove **** has been in communication with ***********************. This complaint has been resolved. She traded in the 2020 **** Escape on 6/27/24, a day before this complaint was filed. We offered a complimentary 3-year 36,000-mile prepaid maintenance plan to help her protect the Audi A6 that she purchased on 6/27/24. Thank you.  

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my first ever car. I choose a Bronco 2024, brand new. While negotiating fianncing options and before. I brought up that i wanted GAP coverage multiple times and added how i wanted this for my new car. Was told okay and we agreed on a price. Finally after getting my paperwork signed, it was tome to head to finace and put my $2000 down payment. I was super trusting and was getting told what i was signing. A document i signed saying i denied gap coverage and a bunch of other services was signed. On that same document showing what I denied I a serivce I accepted was maintenance coverage. I remember being asked about maintenance and being told it was $3 a month so of course i said yes. All these other services i supposedly denied were never asked. Even though i asked multiple times about GAP coverage, i got pretty much scammed into signing it like i never wanted it at all. I submitted a document with this report showing what they say i denied and i not knowing signed. The other documents were the different offers i was negotiating about and had dent coverage removed, glass and other ones.

  

  Business response

  03/12/2024

  Groove **** has been in contact with **************** and has reached and agreed to a resolution regarding his concerns. Thank you. 

• Initial Complaint

  02/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have had my vehicle multiple times, they take your vehicle for what youre told will be a quick fix, and have it for over 3 weeks, they dont offer a rental vehicle. I was told parts were in, then told they should start working on it Friday, then Monday now, this is 3 weeks after it was dropped off for warranty work. The customer service is terrible, when asking for updates on where the vehicle is at, they ignore your messages until you contact the Gm who simply says sorry. I have heard similar issues from multiple other people. Theyve cost me over $30,000 in jobs I could be doing, not to mention theyve driven my truck over 15 miles for what? You dont need to drive that far to hear the noise the front hub is making on the vehicle.

  

  Business response

  02/15/2024

  Groove **** contacted Mr. ***** on the morning of 02/15. All repairs on the **250 are completed and it was picked up this past Tuesday 2/13. On the follow up call, we offered a complimentary oil change and detail with pick-up and delivery. This offer stands for date of his convenience. He will notify us of which date works best for him in the near future. 

  Customer response

  02/26/2024

   
  Complaint: 21275138
  
  I am rejecting this response because: The door/ambient lighting still does not work and I text ************************* letting him know that and have heard nothing back.
  
  Sincerely,
  
  ***********************

  

  Business response

  03/06/2024

  The Service Director spoke with Mr. ***** about his concern regarding the ambient lighting. Mr. ***** is currently out of town with business. When he gets back in town, he is going to reach out to the Service Director direct to resolve this issue. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We dropped our daughter's car off at Groove **** on November 27th, our scheduled appointment date, and it took over two weeks before it was even evaluated. This prolonged delay left our daughter, who lives away at college, without a vehicle for well over a month. As a result, we have had to seek alternative transportation for her, creating an unexpected financial burden for our family. The technician at Groove, ******************* informed us they would not provide a loaner.The service department's prolonged back-and-forth with our warranty company and refusal to communicate with them further exacerbated the situation. Not until January 2nd did Groove finally agree to a repair settlement, assuring us that our daughter's car would be ready by the week of January 8th- crucial to us as she returns to school this Sunday after the holiday break. To our disappointment, today we were informed that several cars are ahead of ours, leading to an additional two-week delay. How can so many cars be ahead of ours when it's been there almost two months and they already have the parts?This level of customer service from *************************** and ********************* and lack of response from GM ********************, coupled with overall lack of communication and apparent disregard for customer well-being, is unacceptable and reflects poorly on Groove ****. The situation is unreasonable, shameless, and dishonest, indicative of a significant lapse in ethical management skills.At this point, we have reached the limit of our patience with the Groove ******************* We are afraid of the condition we will even receive our car back in at this point.

  

  Business response

  01/12/2024

  Groove **** spoke with **************** on 1/11. We expressed our commitment to expedite the repairs on his family's vehicle. Our technicians are working their days off and weekends. We communicated that the work will be completed by end of business on 1/19. After receiving this complaint this morning, we reached out again to ****************. We reiterated our conversation from yesterday. He mentioned that he hadn't shared yesterday's conversation with his wife before she filed this complaint. Groove **** is committed to repairing and returning his vehicle by end of business on 1/19.

  

  Business response

  01/19/2024

  Groove **** completed the repair and ***************** took delivery on 1/19/2024. Groove **** offered a Military discount which she accepted. 

  Customer response

  01/20/2024

  Yesterday, Friday, January 19th, we got the vehicle back though we are far from satisfied with the service, process, or repair work and do not feel that Groove **** did everything in their power to make this situation right for us. Monday, January 15th, we were texted that the car was worked on over the weekend by a master mechanic and they were waiting for the roads to clear so they could test it but they would have something for us that afternoon. Tuesday, the 16th they informed us via text they were waiting on payment from the warranty company so they could release the vehicle. We didn't hear anything back until Friday after WE contacted the warranty to see what the hold up on payment was. The warranty company informed us that payment was made to Groove **** on the 16th. We could have picked up the vehicle on Tuesday but lost an additional three days because of the lack of communication from the dealership. 

  When going to pick up the vehicle we were informed that we personally owed $3103.56. An enormously larger amount than expected. The warranty company negotiated the labor costs and the dealership gave a cost breakdown via code for the parts needed for the job. Our out of pocket would be $135.13 plus diagnostic, fluids, filters, shop supplies, and taxes. Nothing that would add up to anything close to $3000. If it would have, the dealership should have contacted us. 

  The labor was negotiated to **** hours, though on the receipt given to us the charge for labor was for almost 31 hours (all billed to the warranty company). The parts on the receipt given to us were $467 higher than quoted to the warranty company. None of it adds up. 

  Today, Saturday, January 20th, one day after picking up the car, my daughter left to take her car back to school. She only got about eight miles down the highway before the car lost power and she had to pull over. Unbelievable! She had to call for a tow truck and we are back to no car and needing repair again. We are not sure who the master technicians are that repaired her car, needing over 30 hours to do so and charging over $9,000, but they either had no idea what they were doing, or did a half a** job.  

  Not only did Groove **** have no apology for taking in more vehicles than they could service, impacting our lives AND resources for the last two months as we had to find alternative transportation, but they have without regret used price discrimination to fit their needs. Additionally, after all of the time Groove was holding our vehicle we received it back in the same condition we took it in- needing repair. They claim to have worked on our behalf when in fact they have squeezed every dollar from the warranty company and us, altering the invoices to ensure they have their way- not what they initially agreed to. 

  We would NEVER encourage anyone to take their vehicle to Groove ****. The mere fact that they took our car in knowing they couldn't even see it for almost two weeks is fact enough. If we would have known, we could have taken it to a number of other mechanics and had it back over a month ago- and had it properly fixed at half the price. To top it off, we wouldn't have had to deal with no communication, erroneous billing, and no commitment to customer service. 

   

  

  Business response

  02/01/2024

  The vehicle was towed into Groove **** with no appointment. Shop capacity for a diagnostic is 2 weeks. This was explained to **************** and he was fully aware. The longest delay was waiting for their aftermarket warranty company to approve the work. The dollar amount owed by the in the amount of $3103.56 was electronically approved by the customer. It was the difference from their warranty company. Groove **** paid a technician time and a half to work Saturday and Sunday after business hours to expedite the repair on their vehicle. After the vehicle was repaired and picked up it was towed back in at Groove ****s expense. The vehicle was at Groove **** for 3 days. It was driven approximately 80 miles with no problem found trying to duplicate any problem. It was then released back to the customer with no problems since. 

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used Jeep Rubicon 2016 in January 2023 from groove ***** Since I purchased the vehicle I have had several issues while trying to get services and maintenance. I did purchase an extended warranty through the company as well. Since the purchase date I have brought it back in several times for maintenance. They have stole from my vehicle which I addressed with the company and went nowhere. My other major concerns are I have brought my vehicle in for maintenance and checks and they were never performed . Ultimately resulting in me almost rolling the vehicle on the highway due to several issues with the vehicle that should have been checked and ultimately had to be taken to another mechanic to have all of the issues fixed resulting in a bill for about 5 grand 9 months after purchase and 3 weeks after I dropped it off for a scheduled maintenance. At this point groove is trying to sell me another vehicle instead of dealing with any of the issues. I was originally told during purchase they could do the work in house and they can not.

  

  Business response

  10/12/2023

  We are in contact with ****************** in resolving his complaint. Thank you. 

• Initial Complaint

  08/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased auto June 1 2023 for $20000.00 with a Thousand down. Total was over 23 thousand dollars. Car fully paid for on June 14th 2023. unable to get title to auto from dealership or from my credit union. Unable to get an date of delivery of said title.

  

  Business response

  09/12/2023

  We have been in contact with **************** regarding this issue. The vehicle that **************** purchased was traded in on 4/15/23. The payoff was sent to ***** Fargo on 5/4/23. The title was never received by the Dealer nor customer. Several attempts were made by the Dealer and previous owner to obtain the title from lien holder. On 9/9/23 we contacted the original owner and he had received title from the **** The title is due to receive by dealer on 9/14/23. Once received we will run to the *** for same day processing. 

  Customer response

  09/13/2023

  They committed fraud by listing for sell and selling a automobile they did not own or have the title to by ******** law. I bought on June 1st 2023 and still don't have any idea when or if i will ever receive the title.. Auto paid in full on June14th 2023. Sixty days after pay off and a hundred and five days since purchased from Groove Fraud.

  

  Business response

  10/03/2023

  **************** received his title on 9/25. We followed up with him on 10/3/23. He went to the *** then ************ and has his free and clear title in hand. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩