Castle Rock Ford

I'm a 69-year-old Veteran. I was at your facility for over 3 hours. I was ripe off in the amount of 14,000. I was told that my loan would be for 60 months and get a 7,500 in rebates which I did not get! I did get 3,500 in rebates, 75 months loan! They add stuff to the loan that the finance person would not tell me the COST of this! I will be calling 9 news to see if they would like to talk about all this. To let people know what kind of a Car Dealer to are running!!

I’ve taken my explorer in for service 3 times. Everytime is a nightmare. This latest time i had it picked up for an engine valve recall. They arrived two and a half hours late. Then called and said the needed the vehicle for 3 days to perform a job that should take half a day to a full day. Maddi was the service advisor and her customer service was terrible. After I questioned why it would take so long the service manager Jeff Kincaid cancelled my appointment and hade my car delivered back to my house. I’ll drive up to Arapahoe rd and have it fixed at groove from now on. Don’t waste your money or time with this xxxxhole.

Service dept is the worst. Maddi and Jeff are the worst employees ever. Rude and unprofessional. Avoid this place at all costs.

I was traveling through pulling a U-Haul trailer when I started getting error codes. Gary Clayton understood my predicament and got my vehicle in without an appointment. He explained what was happening and they had me back on the road within an hour. I am so grateful for Gary and the crew at Castle Rock Ford.

Terrible customer service at the service department. Made an appointment to have a recall and software update done on our F-150. Got to the service department and explained the issue and again reiterated the two things we needed completed. Gary said they’d need it for the day, no problem. Pick it up the next morning and only the recall was completed. Go inside to state that the software is still out of date by 3 years and then he says it’s $220 and I’d need to leave it another day. I had already asked for this when I made my appointment and when I got to the dealership. I also asked him if the software update was completed before I came and got it he said it was. I would’ve been happy to pay the money to have the update done, however, it was never even mentioned as an option. We completely wasted our time and 0 out of 10 would recommend coming to this service department. Also, felt very dismissed as a female, Gary was very unhelpful as well as Jeff the service manager.

Sold me a $90,000 car with 800 miles on it and had been tracked a time or two, didn’t bother to mention that the rear tires were smoked and I had a blow out on the freeway on my way home because of this. Which led me to spend over $2,100 and be without a vehicle for a week to correct their mistake.

Sold me a $90,000 car with 800 miles on it and had been tracked a time or two, didn’t bother to mention that the rear tires were smoked and I had a blow out on the freeway on my way home because of this. Which led me to spend over $2,500 and be without a vehicle for a week to correct their mistake. Update. I spoke with the sales manager and he agreed to cover 44% of these charges

Staff and manager in the Service department are lacking basic customer service skills and would benefit from training.

If I could give a Zero rating, I would. We purchased our 2022 F150 from Castle Rock Ford (“CR”) in August 2022. We added the platinum service warranty, windshield, tire and wheel plus an extended warranty which we were told would be an extension of the manufacturer's warranty and would be a seamless transition when the manufacturer's warranty ended. The total cost of these warranties was $6385. We live in Colorado Springs but thought it was worthwhile for us to travel to Castle Rock to keep our truck well maintained. We were wrong about that. We have had several negative experiences with Castle Rock Ford and below is a recap of the most recent one. We took our truck in for routine maintenance and a few warranty items. The mileage was 36,564. We weren’t concerned about any of the items since we had been told when we purchased the vehicle that the extended warranty would cover the same as the manufacturer's warranty. We dropped the truck off on a Tuesday and it sat untouched until the following Monday. Once CR looked into what we thought were warranty items, we were surprised, disappointed and angered to learn that none of the items would be covered under the extended warranty since our manufacturer’s warranty had expired 564 miles ago. Our extended warranty is not worth the paper it was written on. It has absolutely zero value. We learned when we picked up our vehicle that the service writer, Amber, had not yet contacted the warranty company but she assumed that none of the work would be covered. In addition, we were informed that there were in excess of $1200 in diagnostic fees due and a total cost before taxes and shop supplies of $4593.61 to make repairs. When we dropped the vehicle off for service, we were never informed that there would be any charges for diagnostics or anything else. One of the items CR found during their inspection was that the battery was reading less than 50% and it would be $313.95 not including tax or shop parts to have it replaced. I reminded Amber that in April 2024 at 24086 miles, CR replaced the battery since it was reading less than 50% under the manufacturer's warranty. The service writer at that time was Nick, who confirmed in writing that the battery was replaced and that the new warranty would be 2 years and unlimited mileage. I could add a lot more issues that we have encountered with CR but I think you get the message. The big takeaway is that on more than one occasion, CR has outright lied to us on. They have caused financial consequences that impact us. They do not keep their word. Buyer beware when you have any dealings with CR. After CR having the truck for more than a week, we were told that they would do the maintenance items and battery change immediately. After half an hour, we were informed that the information we had been given previously was incorrect and the battery was only warranted for 12,000 miles or 12 months. We had exceeded the mileage by 478 miles and CR would not replace the battery and if we wanted the oil changed, it would be another 2 hours. We left without any maintenance or other work being done and without any cost to us. It has been more than a month since this incident, and we have still not received the inspection report and the technical notes as we were promised. We wanted to be loyal to Castle Rock Ford as that is where we purchased our vehicle but after the recent and prior service encounters and issues, we are not likely to return. We had the maintenance performed at the shop closest to our home, Phil Long Ford at Chapel Hills and are very happy with the service advisor and the service performed. We were given a copy of the inspection report on the spot and left with a smile on our face.

If I could give a Zero rating, I would. We purchased our 2022 F150 from Castle Rock Ford (“CR”) in August 2022. We added the platinum service warranty, windshield, tire and wheel plus an extended warranty which we were told would be an extension of the manufacturer's warranty and would be a seamless transition when the manufacturer's warranty ended. The total cost of these warranties was $6385. We live in Colorado Springs but thought it was worthwhile for us to travel to Castle Rock to keep our truck well maintained. We were wrong about that. We have had several negative experiences with Castle Rock Ford and below is a recap of the most recent one. We took our truck in for routine maintenance and a few warranty items. The mileage was 36,564. We weren’t concerned about any of the items since we had been told when we purchased the vehicle that the extended warranty would cover the same as the manufacturer's warranty. We dropped the truck off on a Tuesday and it sat untouched until the following Monday. Once CR looked into what we thought were warranty items, we were surprised, disappointed and angered to learn that none of the items would be covered under the extended warranty since our manufacturer’s warranty had expired 564 miles ago. Our extended warranty is not worth the paper it was written on. It has absolutely zero value. We learned when we picked up our vehicle that the service writer, Amber, had not yet contacted the warranty company but she assumed that none of the work would be covered. In addition, we were informed that there were in excess of $1200 in diagnostic fees due and a total cost before taxes and shop supplies of $4593.61 to make repairs. When we dropped the vehicle off for service, we were never informed that there would be any charges for diagnostics or anything else. One of the items CR found during their inspection was that the battery was reading less than 50% and it would be $313.95 not including tax or shop parts to have it replaced. I reminded Amber that in April 2024 at 24086 miles, CR replaced the battery since it was reading less than 50% under the manufacturer's warranty. The service writer at that time was Nick, who confirmed in writing that the battery was replaced and that the new warranty would be 2 years and unlimited mileage. I could add a lot more issues that we have encountered with CR but I think you get the message. The big takeaway is that on more than one occasion, CR has outright lied to us on. They have caused financial consequences that impact us. They do not keep their word. Buyer beware when you have any dealings with CR. After CR having the truck for more than a week, we were told that they would do the maintenance items and battery change immediately. After half an hour, we were informed that the information we had been given previously was incorrect and the battery was only warranted for 12,000 miles or 12 months. We had exceeded the mileage by 478 miles and CR would not replace the battery and if we wanted the oil changed, it would be another 2 hours. We left without any maintenance or other work being done and without any cost to us. It has been more than a month since this incident, and we have still not received the inspection report and the technical notes as we were promised. We wanted to be loyal to Castle Rock Ford as that is where we purchased our vehicle but after the recent and prior service encounters and issues, we are not likely to return. We had the maintenance performed at the shop closest to our home, Phil Long Ford at Chapel Hills and are very happy with the service advisor and the service performed. We were given a copy of the inspection report on the spot and left with a smile on our face.