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November 2023 by Aaron Baughn
Update: the service manager contacted me and made arrangements to come and fix the problem with their new mobil service van. The manger said that they have been pretty short on technicians but they are highering and things are getting better. The service tech that came by was awesome and fixed the speeker quickly. It was a much better experience.I recently purchased a 2022 f250 for Larry H Lakewood. My experience with the sales staff was awesome! Cannot say the same about the service department. I have a bad speaker, and I scheduled an appointment, and brought it in, only to learn that that appointment doesn't mean anything. Anesa told me that they will need my truck for 2 weeks to diagnose the speeker and then another few weeks to a month to probably fix the problem. This is ridiculous. 6 WEEKS TO FIX A SPEEKER. I asked if I could just bring it back for another appointment with the technician to look at it and I was told no, it will have to sit for days to be inspected. I don't think it is right for it to sit there with just a speeker problem and I am out a vehicle. I did my part and bought a brand new truck from you guys, but it has a defective part that you should fix. You guys are not holding up your end of the bargain. I am willing to bring it back as many times as it takes but I shouldn't have to be out of a vehicle for 6 weeks for a bad speaker.
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November 2023 by Emily C.
These people need extensive training on customer service. I won't go too much into detail. I was there for some recall services. I waited outside the automatic door because there was a car in front of me and was unsure if they would like me to pull in halfway. After waiting outside for about 20 minutes and nobody greeting me despite employees walking in and out. I was finally approached and told "I don't think you realized but you can just drive up it's an automatic door". I'm an adult of course I can read what the doors say and I don't think it was the employees intention but it was rude. There are plenty of other things to say especially after I had been waiting out there. I.e "Hello, how are you? We can help you inside if you could just pull up the door will open automatically! *smile*". It may seem silly but these things make all the difference in your experience especially with stressful things such as car services. Anyways, when it came time to pick up my car which I wasn't updated until about 40mins-an hour before close. I called to make sure it was done and was told by a woman that my service provider knew that I would be coming to pick it up. I live about 10 minutes away and while it was almost closing time I arrived a few minutes before then. They asked who my provider was and when I told them they said that he had left for the night...after I was told he knew I was coming. This could be an issue with what I assume was a call center but the lady was able to verify with my provider that my car was finished so I am assuming the person knew that I was coming. Just a very unprofessional place. I will not return simply for the fact they lack crucial customer service skills.
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November 2023 by Jeff W.
This dealership consistently takes a minimum of 2 hours to perform an oil change. And they don't service anything else with the oil like wiper fluid etc... I came in today for an oil change and new tires. 4 1/2 hours later it's still not done. Find another dealer for maintenance.
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October 2023 by Elliot Grimley
We brought it in a couple weeks ago. Our vehicle was supposed to get some small service done such as a tail light fix, some recall items, check engine light diagnostic and a full detail (that we thought was included in our payment plan when we purchased the vehicle at this dealership). Our vehicle was in the shop for a couple days and then they said it was all complete. They mentioned they weren't sure if they fixed the check engine light because when they fixed the recall items the system had to reset clearing the check engine light and if it popped back on we could bring it back in to get it fixed. They also said before they released the vehicle we had to pay for the detailing which I mentioned it was supposed to be part of our payment plan when we purchased the vehicle. After some back and forth they said they would comp the detail due to the misinterpretation. We got our vehicle back and unfortunately no detail was done. Now I know I didn't pay for this but they were going to make me pay for this and no one checked to make sure the detail was done. What if I would have paid for it and it wasn't complete? We got our vehicle back and after a couple of days the check engine light gets back on. I spoke with the director of service and he said they will take care of the check engine light as well as the detail free of charge. So we bring in the vehicle and they took care of the check engine light but only detailed the outside (to me it looks like they just took it to a car wash because there it was still dirty in certain spots). I'm very disappointed in how this was all handled. From being told during the buying process that the plan we paid for will essentially baby-proof our vehicle for the first 5 years and make it look brand new to me implied that we would get a free detail every year to how the service and miscommunication was handled I would not reccommend this service shop to anyone. It's hard because your team worked hard to get us the vehicle we wanted but it seems like everything else we've dealt with has been bad. I would give some of the sales staff a 5/5 for working so hard to get the vehicle we wanted but after that I would give the rest of the staff a 3/5 or lower for misleading us. The service department would get a 2/5 for not checking to make sure everything needed was actually done.
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October 2023 by Christina P.
I can honestly say this is by far the worst experience I've had with a car dealership and would leave 0 stars if I could. On Monday, 10/02 our Mustang Mach E suddenly stopped working on a trip to the grocery store without any previous indication that there was an error or issue, and ultimately had to have the car towed to the dealer. We have been back and forth with the service center at the dealer and with Ford directly without any solution or real assistance since then. We were told initially that they would try to look at the car by Monday, 10/9 and when that didn't happen the service center informed us that they are understaffed and would try to look at the car within the next week or so. We haven't heard from the dealer or Ford at all since that time even though we've reached out several times.In the meantime, I am one week away from being 9 months pregnant and this is our only vehicle. The dealership told us they had no loaner vehicle for us to use since we didn't have an appointment (clearly we didn't plan for our car to randomly stop working). As of tomorrow we will be over $500 in rental car costs as not having a vehicle is not an option for us as we have to get to work and it is unsafe with me potentially going into labor at anytime. It's unacceptable that an issue that is covered by the warranty has already cost us this much money without end in sight. We love our car but it's unfortunate that this experience is seriously making us consider selling it and purchasing from an electric car company that can deliver on their service promises and not leave their customers in frustrating, expensive and potentially unsafe situations. As a note: we have had similar (not to his degree) experiences with other Ford dealerships in Centennial and Castle Rock while trying to resolve previous recall and other service issues. There are always long waiting lists for service appointments, never having loaner vehicles available when you need to bring your car in for an appointment and practically impossible to get someone to return your phone call.
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September 2023 by Shiloh L.
I had bought a three pack of oil changes from this place awhile back and I called to confirm that they were still on file and I was assured that they were, so I made an appointment even though they were booked out for a couple weeks. When I brought it in, I was told that they would finish my car that same day but then they called a few hours later to say they couldn't get to it (not the end of the world, but still...)So I finally got the call the next day that's it's finally ready to be picked up and I'm expecting to just be handed the keys and the paperwork but the guy informed me that my oil changes were "expired" and i now owed $90. Total hose job, I'm never going back and I'm hoping maybe you can find a better&more honest place to work on that Ford of yours.
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August 2023 by Marilyn A.
I just took my car in for service on a recall part. My car has had several parts recalled & Larry Miller has always stood behind the repair & charged me nothing. I have never had a moments problem with the car. It has been a marvelous car. The Ford service has been excellent. Today Ian was my technician. He kept me posted on my car's progress, got me rides home, & was especially helpful. I appreciate the way I am always treated at Larry Miller Ford.
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August 2023 by Audric Ortega
Got my vehicle in, quoted, and repaired in 3 days flat. They even picked up/ dropped off my vechile at no charge.
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July 2023 by Amanda T
I can't believe this dealership really tried to sell us a $40k Ford F150, Platinum with a BLOWN transmission!!! We were there Monday, June 26th. Had it not even a full day when we started hearing and feeling something very wrong. Called, took it to them to fix. The mechanic told us the transmission was blown- definitely not our doing. They tried to cheeseball their way out of it. Ended up getting our down payment back and we will never go through them again. That truck should have never made it to the sales floor. So disappointed!!
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June 2023 by Mateo G.
What is going on?? Over 1hr and 45 minutes still waiting here in the service bay for my truck. Got here at 1:55pm and they said hr and half . Well we are well past that and still the truck is lifted in the service bay . 1:52 minutes for an oil change Getting mislead and told On top of a oil change . I feel extremely taken advantage of. getting told one line after another about recommended another thirty minutes. Dude , give me my truck back already . Stop taking appointments if you can't get them serviced in a timely manner. Ridiculous .
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May 2023 by Lucus J.
Took a long time,But my service included a lot of front end work including brakes, tie rods, and steering rack, so what do you expect? In addition to the fixes, full service and fluids were done and a tire rotation. It drives great now.Not super responsive but they put me in a rental when they found out a part was on back order.
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May 2023 by Alejandra Orozco
They have the worst customer service I have ever dealt with!! Told my service advisor that I was renting a car because they’re taking at least one week just to get a diagnosis started. I just asked for some updates…A week later he sent me a text and a link to one of the things that was wrong with my car… I asked about warranty coverage… I messaged him almost every day after that and I got zero response. I called the front desk to get an update and I would be put on hold for almost over an hour only to be told to leave a message. I Another week passed and I waited almost 2 hours on wait to get a hold of the manager and the service advisor. Another person answered and he right away told me what was going on with my car. If I wouldn’t have Insisted my car would have been there for 3 weeks!! I kept having to add days to my rental because it took them over a week to respond. If they would’ve communicated since the day of the diagnosis my car would not have stayed an extra week. The manager just sorry and walked away. NEVER coming back here!! Worst customer service!!!
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May 2023 by Austin Ardrey
The wiper arm on my F350 failed and I was headed out of town and running late, decided to stop in before getting on I70. Parts department had exactly what I needed and the gentlemen in service (with no appointment or call ahead) took the time to make sure I got it installed and everything was working. Thank you guys!
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March 2023 by Peter G.
First, they were booked over a month out. Next, it took them 8 days of keeping my vehicle, to tell me I needed an alignment done. I took my truck in on Wednesday. Friday they told me they had not looked at it and that it wasn't going to be ready Saturday. So they kept my vehicle I've the weekend. I get my vehicle back the following Thursday....Why did they have to keep my vehicle for 5 days before looking at it? What's the point of an appointment? Also, not even an apology for the time that it took them. This place is a joke, and they will never get another cent from me. I'd suggest going somewhere else for anything Ford related.
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January 2023 by Quinn Carrasco
This place has the worst service. I have had multiple instances where i have scheduled service in the AM and they held my truck the whole day and next night (with basically no notice). They surprise you with the final amount on the bill. And worst of all is that it’s hard to trust they are actually doing any work. I will not take my truck back here again. The worst part is that I bought my truck here and wish I could continue bringing it back and buying more cars here.
