Customer Testimonials
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 Go inside to state that the software is still out of date by 3 years and then he says it’s $220 and I’d need to leave it another day.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 ... Read More DealerRater - Jun 24, 2025
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 ... Read More DealerRater - Mar 6, 2025
Thanks again to DMITRY. For helping with an amazing experience and getting our 2024 bronco
I recently purchased a used vehicle from this dealership from out of state…. It was a classic used car dealership story…. I worked directly with Wes who promised me “everything under the sun” just to make the sale. The vehicle was delivered with 4 cracks in the windshield that he promised to have fixed before delivery. When the delivery truck arrived I had no choice but to take delivery do the truck and give him my trade in. I have now been back and forth with him and Rob (accounting) for 12 weeks trying to get this wind shield fixed. It is ... Read More DealerRater - Feb 9, 2025
Avoid at all costs. Above market pricing, nonsense fees, deceptive business practices. This dealer gives the industry a bad name.
Andrew my service advisor worked relentless on diagnosing my F 150 platinum problem. He kept in touch with me all along the way! Found out it was not what he thought the problem was and saved me a ton of money. He made sure of my safety before I left the lot! Thank you Andrew the way you guided me through the process!
Second bad experience. 1st was a recall where the service dept. re-flashed my computer and my car would not go above 28MPH. I called them and they told me I must have done something. After multiple tries they re-flashed and told me that the tech loaded bad data.
Most recent 7/3/24. I had fluid changes and supplied a filter and gasket along with the trans fluid I use. Front desk said that the tech wanted to discuss the gasket so I called he said that he has never seen a gasket without metal. I asked if he had some in stock ... Read More DealerRater - Jul 5, 2024
Crooks disguised as businessmen. Caveat emptor! Many add-ons paid for as I was told they were required by law. Turns out that is not true. Imagine that.
I recently bought a truck from Castle Rock Ford. I had asked for my tires from my trade in to be put on my truck multiple times and was told no. A few weeks ago my friend from work went and bought the same truck and was able to get his tires switched. I called and talked to Seth and Justin about the situation and asked for some reimbursement on my tires. They offered NOTHING and acted like they didn't care. Horrible customer service!!!! My dad was going to buy a truck from here but Larry H Miller here ... Read More DealerRater - May 15, 2024
As bad as dealerships service departments are, this is by far the worst I’ve ever encountered. As a small business owner, my service van is the most important chain in my operation. I took my work van in for preventative service(vehicle would lock up in reverse only when cold) during the Christmas holiday since I was slower. After 3 weeks I was sent away because my tires had wear that was causing my problems according to the transmission tech. Apparently they didn’t feel like working on my vehicle because I knew this would fix the issue. I picked ... Read More DealerRater - Feb 16, 2024
Nych Warren has been extremely helpful and very organized. A great asset to your business.
Much was a terrific service rep. He was very responsive and answered all my questions. One of my best experiences at CR Ford
Awesome job by sending onsite repair representative. So far you guys have gone above and beyond.
Felipe Nunez was very patient, knowledgeable and addressed all my concerns.Gary, the General Manager, reached out to me and made things right. I LOVE my new car!
Mikey was awesome! He was friendly, knowledgeable, and made our car buying experience a pleasure. Thank you.
Amber does a great job as Quicklane advisor. Happy customer based on service. No more words to say.
Great service experience. Gary was very informative and kept me updated on the progress of my repairs. A++
Quick and personalized responses to questions and status of the repair. Great experience. Ready when promised.
Took my Bronco in for a rear sway bar installation (I brought the parts and all the hardware purchased from Ford). The price wasn't cheap but they installed it properly and promptly.
Seems there was some miscommunication and the expectations weren't met with time frames. I was told when I dropped my truck off for work that it would be 3-4 days for repairs. At the end of day 4 I followed up and was told that the 3-4 days was for diagnostic. I was told differently at initial consultation. At this point I requested a loaner which was provided, so I'm thankful for that. It was at this time I was told it would be the end of the week for repairs to be completed. At the end of the ... Read More DealerRater - Nov 3, 2023
Service was complete in a timely manner and the bill was explained in sufficient detail.
Was a super easy experience to work with Dillon. He made the whole process very smooth.
Arriving I was met by Service Adviser Alva Mejia, who greeted me by name and took care of every request. She listened to my concerns, took action to complete the service in a very short while I waited. She has outstanding knowledge and empathy. When I thanked her for making things easy she responded “that’s my job”! Tha actual service was completed flawlessly. Honestly, the best dealer service ever
Fastest and easiest, that I ever purchased a car. Alex my salesman was fantastic. The finance person I worked with was great (sorry forgot his name)
Very good and professional service. Thank you! I'd have given a 5 star but the costs really are increasing.
Gary was great, I knew exactly what was going on with my truck all the time . Great service everyone was extremely helpful and friendly. I had a very good experience. Thank you Gary and the parts department. JT
I had zero issues with this dealership. Everyone was accommodating and helpful where needed. Happy with my decision!
The process was fast and efficient and they had the car back when they said they would.
Elva in the Quick Lane is great! She's super friendly, quick, accurate and reasonable. And, we loved the pick up and delivery! Nicely done Elva!
Lovely environment… great people…timely service Will definitely be back in the future. Thank you!
Gary was great. Very smooth professional process . Very fast turn around time. . Repairs made very convenient.
Very kind, courteous and a pleasure to work with. Nic was great in communicating the details of the work and the timeline.
Excellent customer service. Service started on time, communicated progress and any issues encountered. Explained the service at completion.
Joel S. was very accommodating in response to my request to keep my car inside overnight.
The remote Ford tech was very professional, friendly and prompt and easy to work with.
While the sale of the truck went ok, I don't like to give ratings or make a recommendation until I start using their service. That will be the true test of the dealership. We'll see what happens when I need to have the truck serviced there. If the service is good then I'll give a full review and recommendation. I'm hoping it doesn't take more than a couple of weeks to make an appointment and that it won't take long while I'm there but that's what I rate.
Everything was fine, jimmy and Dillon did a great job. Everything went smoothly for us .
Great service, customer service and efficient employees. I will continue to use based upon service.
Easy to work with, and communicated well kept me up to date . So t have much else to say
Slow getting back to me to repair my car that was damaged from a hail storm.
They had really quick service. Every associate that helped us was so kind , quick and efficient. It was a great experience. Came in with a failed engine and left with a new car !
John Garrard was friendly and helpful and worked with us to figure out what we could and couldn't do. Justin Wesbrook in the finance department was the same. No high pressure and we didn't feel like anyone was trying to take advantage. We would definitely go back!
Happy to talk through it but not wasting my time typing the horrible 2 year long experience with Castle Rock Ford.
Alina McKinney and the staff she works with were great. She was very courteous and answered every question I had.
I had my vehicle serviced at Castle Rock Ford Quick Lane. The staff was incredibly helpful and customer-focused. The Service Advisor was Amber. She is extremely helpful. I am certainly glad I go to Castle Rock Ford to get my vehicle serviced.
Nych was honest and communicated. He answered questions and was respectful. No one looked to spend money fixing a truck but he helped with his honesty
Everyone has your best interest in mind. Elva was my Customer Service Rep. She kept me in the loop via text as well as walking over to see me. Elva was polite, respectful and smiled. I’ll be asking for Elva next time I visit.
Allini was a great sales woman. She initially followed up on an online inquiry via text and then we met in person. She was cheerful and took the time to understand what we were looking for in a vehicle. She secured the deal, got us a great price on our trade-in and helped with all the details that go along with the process. Justin was the Closer and was also friendly, professional and efficient. We would recommend Castlerock Ford to our friends and family.
The Quick Lane service was great something I would recommend doing all the time. The pick-up and drop-off was very convenient.
Elva is an awesome service rep, I'd recommend her to friends and family. Thank you
Gary Clayton was awesome to work with. Got me in and out in no time at all to do the recall on my Ford Maverick. I'll be recommending all my friends and family to get service done at Castle Rock Ford from now on!
Alex was most attentive and helpful throughout the entire process. He was always available when I had a question. Other than waiting a long time for the vehicle, it was a wonderful experience. I would highly recommend, Alex, and Castle Rock Ford to anyone!
Great service for my vehicle, love the staff and love the quick service, would come again for my vehicle needs
Great experience right up to the sale and they added almost $800 in previously undisclosed dealer fees when signing paperwork. VIP package or something including dealer prep and LoJack. Feel like I got jacked. Won’t buy there again.
Amber did a great job keeping me informed and allowing me to make decisions on costs.
Great customer service! Got me in right away for an appt and completed the work same day. Communicated with me on progress and kept me informed. So easy to work with. I will be back!
Was unable to flush the cooling system with out agreeing to replace the degas line assembly, additional 496.64. Was told the degas line system was leaking however, all I saw was a little residue on the hose clamp.
Thank you for all you have done. Nicklaus in ford service is the greatest and took care, Lots and Lots of caring to make service the best experience possible. Thanks for the great service and friendship. L. B.
Ridiculously slow to do a repair. We setup an appointment to have a leak fixed on our Expedition only to be told it would be a couple days before someone could look at it. What is the point of an appointment if they would look at it when they find the time? It took 2 days before they called back and said it was a leaking water pump and they would need another week to replace it.
In total they had the truck for 10 days to do a repair that should take 4 or 5 hours. The kicker? When we asked about an ... Read More DealerRater - Oct 21, 2023
Amber did a great job. now my F150 is all up to snuff! She was very thoughtful and informative.
Elva greeted me outside and kept me informed of my cars progress. She was on top of the package purchase I had for my oil changes, and was on top of my Ford Pass points.
They were respectful, knowledgeable and helpful. Service was done right out front of my apartment and the tech didn’t leave any messes. He put a tarp down to catch any drips. 5/5 I’d recommend
Excellent service, very professional From the initial setting up the appointment with Nick. To having Mike preform the service. Enjoyed the experience.
Excellent service and in and out within the time quoted. Service agent was very knowledge and helpful
I appreciate the convenience of the remote service. Thank you for offering that opportunity. The technician is terrific
Chris is the service dept was very helpful and took care of my issue quickly with constant communications.
Definitely love the pickup and delivery of my car! It was seamless and so easy. Will use this service again!
Unless given a really good reason I would not, unfortunately, recommend this service center. Their pickup and delivery was excellent. However the "technician" was unable to locate the key for the wheel locks, even after being told that it was either in the glove box or with the spare tire. (it was in the spare tire tray) As a result the service and inspections were left incomplete, but they did offer to replace the wheel locks unnecessarily for $104.99. I have responded to the 2-3 emails that I have received with my disappointment as I do not like to ... Read More DealerRater - Oct 16, 2023
Everything was handled in a professional manner ~ courteously and quickly. I liked receiving the text updates. I drive up from Colorado Springs and will continue to do so because of the level of service I received.
Good service. A little pricey. As far as I know, everything is good. I’ll know more later.
The service team under promised, and over delivered! I was very pleased with the service.
I received excellent service on my recall item. Nick was professional and and a great communicator. Nick reached out to make sure I got an appointment that worked for me. I received texts every step of the way. I am very pleased with the service! Thank you.
Poor communication with service writer, no transparency either. Was told transmission was on back order, eventually found that that was said as a lazy answer to buy more time. Transmission was lost with the shipping service for over 2 months. There was no proactive actions taken by the service department to keep track of the part. There was no compensation for my time. My vehicle was at the shop for 4 months.
I really like the remote service option. Having the technician come to your location is fantastic and convenient.
The service personnel greeting you when you come in are exemplar. The text messages, reminding me of my service are excellent.
Gary was extremely helpful in getting my car’s issue resolved. His communication was very good and they fixed my car a few days earlier than anticipated.
I worked with Ben Farey, he was very patient and knowledgeable. The process was fast easy and I appreciated the communication.
in the past I have not had a good experience working with maintenance at CR Ford. This time I worked with Joel Strizich and he was excellent. I hope CR Ford has turned a corner and upgraded their skills to match Joel's.
It feels more like a small town dealership that stills promote friendly, knowledgeable people on the front line. Customer Service is very evident here!
The check in process is very fast and easy. Customer service is very good. The shuttle service is very nice . But the best part was having Ford deliveries your car to your house. Awesome 👍
Alex made sure we received the deal as promised. He took care of the little details! He made sure I was fully satisfied!
Received great service when getting the oil changed on my 2023 ford bronco. Friendly staff and capable techs.
Very professional and Amber was great. also went to look at new vehicles while waiting and Rob was very informative.
Tremendous courtesy and customer advocacy! Jimmie Ford was most valuable and a great pleasure to work with!!
Quick service, very helpful and handled the work professionally. I highly recommend Castle Rock Ford for service.
I requested to inspect my truck, f350 crew about but was told the lift was unable to raise my truck. ??? I have had the truck serviced there since 2006 and never encountered this. What has changed?
Kept my car 3 days to diagnose. Said they fixed horn but wasn’t fixed - I mean just honk it. Mistakes in fixing windshield wipers caused another visit plus parts that took 2 months. Took 12 weeks waiting for a part that actually wasn’t needed on something that could’ve been fixed on day one. Said it was safe to drive with transmission mount failure, but car came to grinding halt and had to be towed in. Horrible at returning calls, providing back order updates, returning texts - I don’t think I would ever receive updates unless I hounded them ... Read More DealerRater - Oct 9, 2023
Everyone was so kind and helpful! They make everything so easy. I was very impressed by their professionalism.
I took my 2012 Edge in for an oil change and tire rotation. I had an agreement for a free one from the previous one. There was no argument with the agreement but when I was checking out the manager told me there was a problem with the pan under the engine, it was missing a bolt, was being held up with a wire and would have to be replaced for $300. All the service on my car has been done at CR ford so if there's a blot missing, they must be responsible for it. Who put the wire in ... Read More DealerRater - Oct 8, 2023
Good service, quick and fast. They forgot to reset my dashboard after the oil but when I called back they told me how to do it.
I always get great service from Castle Rock Ford. I switched to them years ago and have never gone back. I especially get superior support from Joel (Service) and Amber (Quick Lane) and know I can count on them to help me, whatever the need.
Very nice staff, the staff was very helpful in giving me what needed to be done with my vehicle
They helped me with the purchase and they were fast and eager to help us. Overall I could not be happier with the choice I made to purchase my vehicle from this dealership.
It was very difficult getting a service manger on the phone to discuss my repair need to schedule an appointment. I left several call messages that were not returned. After a week and a half I was finally connected to a service manger to discuss my repair need. After that everything when’s fine.
From the buying experience to the paperwork to the parts department this was a fantastic experience. Steven was engaging even before we arrived at the dealership. He had the vehicle ready for us when we arrived the next morning and there were no issues when we decided to change it at the last second. Highly recommend Steven and Castle Rock Ford.
I received excellent customer service from the quick lane service department and Amber Sargenti. The work was explained and performed to my expectations
Had a bad battery on a power stroke diesel that was under warranty. If I was paying for it, I’ve been out there in 20 minutes( per service manger). Because it was under warranty I was there for three hours and 15 minutes. No respect for my time. I’m guessing there’s a dealer incentive not to do warranty work.