Castle Rock Ford

Originally, I would have given a different review for the purchase of our new vehicle. It was fast, easy, and smooth and we had great customer service from the sales team at that time-as they were taking our money!!! HOWEVER, since we bought our new $90,000 truck, our experience has been horrible after the purchase. We have been extremely loyal Ford customers and have purchased multiple vehicles from this dealership and its sister dealership. Most recently, we purchased a brand-new $90,000 Ford truck from Castle Rock Ford and another truck from their sister company-Chevy/GMC Castle Rock within a few months of each other. The brand new truck from Castle Rock Ford, experienced a major engine failure, and the dealership has now had our brand-new vehicle for over a month. The whole engine needs to be replaced in the truck. We were told that if they offered us any kind of loaner or rental, that Ford would charge us, so we were out of a vehicle for over a month and had to make other arrangements. Unfortunately, the biggest disappointment has not only been the engine failure on a brand new truck—it has been the customer service we've received since the sale. We have had to repeatedly call to get information and try to speak with the sales manager, Ryan. The manager has not returned ANY of our calls, and we have been left feeling like we simply don't matter now that the dealership has our $90,000. We have spoken to many other sales reps to try to get in touch with Ryan without any follow through. We have been able to speak to Ryan a few times, but that is because we continued to call, not because he ever called us back after leaving multiple messages with other people and on his voicemail. This is horrible customer service. Gary in service, however has been amazing at communicating with us about our truck. He calls with updates but we had many questions that he could not answer and therefore, we were referred to Ryan, the sales manager. So, I want to acknowledge that Gary in service did a great job. We understand that mechanical problems can happen. What is much harder to understand is the lack of communication and follow-through from a dealership that just sold us a brand-new $90,000 vehicle. Our previous experience with this dealership was positive enough that we continued to give them our business. Unfortunately, this experience has made us question that loyalty. After being such loyal Ford customers and spending a significant amount of money with this dealership, we expected to be treated like valued customers—not like the relationship ended once the sale was completed. This experience has been incredibly disappointing and has seriously affected our confidence in both the dealership and Ford. We hope the dealership takes this situation seriously and recognizes that customer service should continue long after the purchase agreement is signed.

Tried to come up with a deal to trade a vehicle in. The joker of a manager said would not pay more than auction price which is 8k less than trade in value. Needless to say trade in vehicle low mileage, great condition and manager refused to even consider negotiations. Very poor customer service. Would not recommend to anyone. The truck i was looking at they claimed it would take 3 weeks to inspect to even see if safe to drive. Thats only if pre purchased. How can you sale a un inspected vehicle. That trucks was nasty and dirty as well. Very poor service for a dealership. Hope owners know how bad it is. Do not recommend at all.

Tried to come up with a deal to trade a vehicle in. The joker of a manager said would not pay more than auction price which is 8k less than trade in value. Needless to say trade in vehicle low mileage, great condition and manager refused to even consider negotiations. Very poor customer service. Would not recommend to anyone. The truck i was looking at they claimed it would take 3 weeks to inspect to even see if safe to drive. Thats only if pre purchased. How can you sale a un inspected vehicle. That trucks was nasty and dirty as well. Very poor service for a dealership. Hope owners know how bad it is

I brought my Mustang Mach-E to Castle Rock Ford for its 60,000-mile service. What should have been a straightforward EV maintenance visit turned into a roughly $500 bill, and I will not be returning. My service advisor was Chase Jacobsen, and my biggest issue is the lack of transparency and authorization surrounding what I was charged. The biggest surprise was $179.95 for an “Alignment (Basic - Toe Adjustment).” I NEVER authorized this service. Chase did not call me to say my Mach-E needed an alignment. He did not explain what they found. He did not tell me it would cost $179.95. Most importantly, he never asked for my approval before performing the service and charging me for it. What makes this especially frustrating is that Chase DID call me during the same visit to ask for authorization for an approximately $600 repair to my sunglasses holder. I declined it. So clearly there was an understanding that additional repairs and charges should be presented to me for approval. Why was I specifically asked to authorize a $600 repair, but a $179.95 alignment was performed and added to my bill without my permission? Then there’s the alignment itself. Despite paying nearly $180, I wasn’t provided a before-and-after alignment report. No measurements showing what was out of specification. No explanation of what needed adjustment. No final measurements showing what was corrected. My paperwork simply says: “ALIGNMENT (BASIC - TOE ADJUSTMENT)” That’s it. This is particularly frustrating because routine maintenance on a Mach-E is minimal compared with a traditional gas vehicle. Ford’s scheduled maintenance primarily consists of inspections and tire rotations at regular intervals, with relatively few major scheduled maintenance items at 60,000 miles. There are no routine oil changes. No spark plugs. No traditional engine maintenance. Yet somehow this one routine 60,000-mile visit approached $500, including a $179.95 service that I never authorized. My biggest piece of advice if you choose to service your vehicle here is to make them show you the pricing before any work is performed. Ask exactly what each service costs and make it explicitly clear that no additional paid work is authorized without your approval. Based on my experience, pricing was not clearly communicated or volunteered to me. If you don’t specifically ask, don’t assume they’re going to clearly explain what you’re about to be charged. If an inspection reveals that my vehicle needs something additional, the process should be simple: Tell me what you found. Show me why it needs to be done. Tell me what it costs. ASK ME if I authorize it. Chase demonstrated that exact process when he called me about the $600 sunglasses-holder repair. For reasons I still don’t understand, that same basic level of communication and authorization wasn’t applied to the $179.95 alignment. I shouldn’t have to get home after a routine service appointment, research Ford’s maintenance schedule myself, and reverse-engineer my invoice just to understand why I was charged what I was charged. I went to a Ford dealership because I expected professional and transparent service for my Mach-E. Instead, I left frustrated and questioning a charge I never approved. If you choose to service your vehicle here, get every price upfront and make your authorization requirements crystal clear. I will not be returning to Castle Rock Ford for service.

I brought my Mustang Mach-E to Castle Rock Ford for its 60,000-mile service. What should have been a straightforward EV maintenance visit turned into a roughly $500 bill, and I will not be returning. My service advisor was Chase Jacobsen, and my biggest issue is the lack of transparency and authorization surrounding what I was charged. The biggest surprise was $179.95 for an “Alignment (Basic - Toe Adjustment).” I NEVER authorized this service. Chase did not call me to say my Mach-E needed an alignment. He did not explain what they found. He did not tell me it would cost $179.95. Most importantly, he never asked for my approval before performing the service and charging me for it. What makes this especially frustrating is that Chase DID call me during the same visit to ask for authorization for an approximately $600 repair to my sunglasses holder. I declined it. So clearly there was an understanding that additional repairs and charges should be presented to me for approval. Why was I specifically asked to authorize a $600 repair, but a $179.95 alignment was performed and added to my bill without my permission? Then there’s the alignment itself. Despite paying nearly $180, I wasn’t provided a before-and-after alignment report. No measurements showing what was out of specification. No explanation of what needed adjustment. No final measurements showing what was corrected. My paperwork simply says: “ALIGNMENT (BASIC - TOE ADJUSTMENT)” That’s it. This is particularly frustrating because routine maintenance on a Mach-E is minimal compared with a traditional gas vehicle. Ford’s scheduled maintenance primarily consists of inspections and tire rotations at regular intervals, with relatively few major scheduled maintenance items at 60,000 miles. There are no routine oil changes. No spark plugs. No traditional engine maintenance. Yet somehow this one routine 60,000-mile visit approached $500, including a $179.95 service that I never authorized. My biggest piece of advice if you choose to service your vehicle here is to make them show you the pricing before any work is performed. Ask exactly what each service costs and make it explicitly clear that no additional paid work is authorized without your approval. Based on my experience, pricing was not clearly communicated or volunteered to me. If you don’t specifically ask, don’t assume they’re going to clearly explain what you’re about to be charged. If an inspection reveals that my vehicle needs something additional, the process should be simple: Tell me what you found. Show me why it needs to be done. Tell me what it costs. ASK ME if I authorize it. Chase demonstrated that exact process when he called me about the $600 sunglasses-holder repair. For reasons I still don’t understand, that same basic level of communication and authorization wasn’t applied to the $179.95 alignment. I shouldn’t have to get home after a routine service appointment, research Ford’s maintenance schedule myself, and reverse-engineer my invoice just to understand why I was charged what I was charged. I went to a Ford dealership because I expected professional and transparent service for my Mach-E. Instead, I left frustrated and questioning a charge I never approved. If you choose to service your vehicle here, get every price upfront and make your authorization requirements crystal clear. I will not be returning to Castle Rock Ford for service.

This has been the worst experience of purchasing a vehicle in my whole life I'm 50 years old and this is turned into a nightmare Wes the salesman told me my loan was for 60 months turns out it's for 82 months not only that I had the car a month when I went to go register it. I was informed by the DMV that I had to go get an emissions test? Between this time, the check engine light came on? So I brought it back to Castle Rock, they had it almost a week, gave it back said it was just a sensor.? I had it back less than 24 hours and all kinds of lights came on and then it started stalling. When I called them to ask what is going on? The serviceman replied with, "I guess it wasn't that"? Hmmm, I guess not. I couldn't get an emissions test couldn't get it registered I had to bring it back to them and about 72 hours later after leaving it with them again the second time, I was informed it needs a whole new engine. This one of their "Certified and inspected" pre-owned cars that only had 30,000 miles on it. Not to mention it was listed for $32,600 and according to what I was told by Wes was supposed to cost me $40,000 with all the fees, taxes, etc. I was told they emailed me my contract, I was not. I was not given a hard copy of until I went and asked for it a month later. It is going to cost $80,000 when it's all said and done, that doesn't include any of problems that is just for the purchase of the vehicle. They are liars,not to be trusted do not go to Castle Rock Ford!!! That advice is free, but alone will save you thousands of dollars. Please purchase a car anywhere else.

Noticed some deep scratches or gouges on the inside of my brand new truck about two weeks after purchase and because it wasn’t noticed the day I bought it, they weren’t willing to assist in getting filler. I haven’t touched the inside of the windshield. Unsure why or how there are scratches on the inside. The scratches are hard to be seen from the inside, can be seen from the outside if it’s looked at from the right angle, but can definitely be felt. The scratches go up and down which is also strange. I worry that the scratches will begin to expand and turn into cracks and will need to replace a brand new windshield.

Salesman Dillon was great, but finance guy Felipe was awful….. added in 2 add ons for $800 when we said NO. Then did not give us a detailed buyer agreement….. was that purposeful? Took 3 days of multiple phone calls to get it taken off. Waiting for the credit to show still.

This dealership is not for the new buyer they will sell you a warranty and they refused to cancel it

Dmitry and Kate were outstanding to work with. Dmitry made the buying process simple and easy. He was extremely knowledgeable and helpful. Kate made sure that the new vehicle was ready and was very knowledgeable about the features of the car. Thanks for the help.