Sill-TerHar Ford Service Department - Broomfield, Colorado

Kyle B.

I assumed that many shops and dealerships would have bad reviews, being that many people feel they may have been slighted due to a lack of understanding about vehicles and the buying/service process.

I gave this place multiple chances and will never take a vehicle to them again. I have 20 years of experience working on and building track cars, engines, and transmissions. The ONLY reason I took my truck to them is it's under warranty. I wrongfully assumed because it was a large and very clean place that it would be good. I was so incredibly wrong.

Firstly:
-I had requested an alignment as the steering was pulling and off center. I noticed one of the lower control arms had slid out of place (which affected camber). They told me they adjusted the front right toe. I have the underside of my truck coated in fluid film to prevent rust. Anywhere it is touched is very noticeable as it is a liquid coating. Nothing was touched in relations to the alignment and the steering is still off center and pulling. (Any reputable alignment shop will always give a before and after printout of specs, I didn't receive on until I complained about this.)

- I requested the tech do an inspection of the vehicle to let me know of any further maintenance/services required. They said nothing was needed. Which is interesting because the second you stick your head under the truck you'll see a very obvious leak from the transfer case.

- I had also brought the truck in for a leaking pinion seal on the front axle to be replaced under warranty. I dropped my truck off at 10 am and they started looking at it immediately. It was until the end of the second day that the service advisor then confirms it is leaking and tells me they don't have the parts in stock and need to wait another day for them to be ordered. ( I told them what the problem was and all they had to do was bend over and confirm. At the bare minimum they would've at least checked their parts inventory, but simply because I am a customer they do not believe me?)

-I always take before and after photos of my vehicle inside and out when getting it serviced. When I picked my truck up there were very obvious grease fingerprints all over my glove box latch. Which I had locked before dropping the truck off. My wheel lock key was in the cup holder, and there is genuinely no other reason to go into the glovebox. When I asked about this I was ignored.

-The first time I brought my truck here the battery was draining on it's own and they replaced the headlight switch claiming that was the problem (but needed to put 30 MILES on my truck to do this?) Then when I picked it up there was 6-8" of ice and snow covering the entire vehicle and they simply handed me the keys and ushered me out. After 45 minutes of cleaning my truck off by hand I catch the advisor watching me struggle through the window. What kind of customer service is that?

-They also recommended I get a service done that had already been done a few months ago, which tells me they didn't even bother to open my service records to check before trying to sell me something. I have absolutely no idea why you would take that job if you can't even be bothered to check for parts or previous vehicle service. It's practically the only thing you need to do?

After voicing these complaints to the advisor and giving them a chance to correct them, the advisor texts me a photo of the alignment printout and say "my bad". That's it. Not anything about a tech going through my things for no reason and leaving grease all over my interior, and nothing about this long is of complaints. But has the audacity to ask me MULTIPLE TIMES for a 5 star review, and says "If you don't feel I deserve it please let me know because I would like an opportunity to make it right." It has been multiple days since picking up my vehicle and it looks like Josh has decided to skip out on trying to make it right.

I'd rather have to travel out of state to literally any other dealership than take my vehicle here again.

Jeff C.

I have to admit, I was a bit apprehensive taking my new truck here from reading all the negative reviews, but my experience was pretty positive.

My truck needed some warranty work done with some hood-fender gaps, and this is the only Ford dealership with a bodyshop local to me. I made an appointment online and dropped off my car in the morning of my appointment. There was a bit of a line, but when it was my turn, I pulled into the intake bay and was greated by an advisor. I explained to him the gapping issues and he advised that it should be covered under warranty if they inspect it and find it wasn't involved in an accident.

I get a call around 11:30am saying they will take it over to their body shop to get worked on, and it'll probably get done the next morning. Next morning around 10:30 my car was done and ready. Pick-up was easy and streamlined. The gapping looks much better now, not 100% but 95% I'd say. Enough for me to be satisfied.

All in all, this was a very positive experience. My only critiques is the customer waiting area is pretty dingy. It is not somewhere you will want to wait for more than 20-30 mins or anything more than the time waiting for an uber. Which brings me to my next critique, the fact they don't provide loaner cars or courtesy cars is a pretty big inconvenience for customers, especially if its for warranty or recall work that needs to be done. Since my car had to be there overnight I had to take a few ubers and arranged to get dropped off at work. Without this benefit, it doesn't give a premium dealership experience, and thus why it doesn't deserve 5 stars.

Alex R.

I rarely leave reviews and only if I have a really good reason to do so. After the absolutely terrible experience I had with another Ford dealership recently, I decided to give Stil-TerHar a try. I was extremely pleased with my experience, primarily due to Ford Service Advisor, Keith Johansson. He was excellent. I purchased an extended warranty from Ford. Ford said despite the warranty apparently covering 1000s of parts, the one I needed wasn't covered, but sometimes an identical part can be found that has another part number. Keith made some calls and worked with the service department to find a part that was covered! He communicated frequently regarding the status of the repair, and arranged for a shuttle for me. I will definitely be going back to Stil-TerHar the next time I need service. Thanks, Keith!

James C.

If I could give fewer stars, I would…

Probably the most incompetent service experience I’ve encountered, start to finish.
Our car started overheating on labor day weekend, we knew they probably wouldn’t get us in very quickly because of the Holiday weekend, but we were okay with that. We called on Friday and the returned our call the next day, no problem. Bring it on Wednesday Morning, so we do. We go to check in and the front desk girl Mckayla, was incredibly rude. She said in a very snotty tone
“Is the car having heater issues or is it overheating, because none of this makes a bit of sense to me.”
Well at the time, yes, unbeknownst to us the radiator was out of coolant, I presume as a result of our failing water pump. We did not realize the radiator was out of coolant initially but after we put coolant in the reservoir, the heater started working again. Let me just say, that if you are in customer service, your first move should be to ask more questions to better understand the situation your customer is encountering, not get an attitude. I wanted to tell her that we don’t know exactly what is wrong and thats why we are bringing the car in. Duh! Additionally while all of this was going on, other customers were being checked in who came in after us, and we were on a very tight schedule to get to work on time which just adds to the frustration of her giving us an attitude. After having the car for a few days the service department called to inform us they were trying to get an update on our vehicle. This was around noon the Friday of that same week we dropped it off. They called back late Friday afternoon to tell us they would have to keep it over the weekend and likely wouldn’t be done until sometime on Monday. Really? That doesn’t even give us time to figure out a backup plan over the weekend. When we go to pick the car up, my girlfriend starts to drive away and she notices that the car’s range is on zero miles. Now , Im pretty upset so I march in there and ask one of the service guys if its customary, to return a customer’s car with a 0 mile range. He just brushed me off, and said the car was low on fuel when we got there. I explained that there was some gas in the car when we got there and they had test driven the car after they had finished the repairs and said they were going to put some gas back in it. They tried to fill the vehicle with gas but apparently didn’t have the right type of spout, spilled gasoline all over the side of the car and the ground. Finally, we were so fed up we decide to just forget about having them put gas in the car, so we start to leave, but then I realize I cant even leave because someone has blocked me in the customer parking spot I was parked in. C’MON STH, GET IT TOGETHER, YOU GUYS SHOULD BE BETTER THAN THIS! And to top it all off they never even tried or offered to clean up the gas they spilled down the side of the car. I’ve never fleed from a service experience to fast or hot! Disappointed is a major understatement.

Sean H.

Far exceeded my expectations and experience from other dealership service departments in the Denver metro area. They got me scheduled months before another local dealership could, only 3 days after calling. The valet service to pick up my vehicle from my house for service is outstanding. Michelle and her techs delivered on everything I needed and had my truck back to me promptly.

I have never had an experience even close to this efficient and courteous at another dealership. I will be a customer for life.

Alex C.

Do not bring your vehicle in here. I had a trim problem on a Ford Mustang Mach-E that should have been a simple warranty fix (vehicle was less than a year old). The headliner was not staying in place around the A-pillars on the car.

After 4 repair attempts and the same part replaced twice, it was still having the same problem. My vehicle was more damaged as the "fixed" headliner had a big scratch in it. I finally decided to take my car to another dealer. The other dealer tells me the replacement parts were installed incorrectly and were damaged due to that.

Ford won't cover the cost of the new dealer fixing it because Sill-TerHar installed them improperly. I'm now waiting to hear back if they're going to reimburse me or if I'll have to seek compensation another way.

snoboardz1972

I take no pleasure in writing this review but given my experiences over the last year, I feel obligated to do so.

I’ve been a customer of Sil-Terhar for 25 years. Thats right, I bought a Ford Econoline E-350 from them in 1999. Over the years, several other truck purchases were made and many service appointments were conducted. I was always happy with the customer service experience I received at Sil-Terhar Quicklane and the regular repair shop. I knew many employees by name and always felt like my best interests were being addressed. This has been a decades long relationship.

That has all changed. The quality of service has gone downhill so much that I had to make the hard choice to never return. Last summer they had my diesel truck in the shop for over one month and it took me weeks to get the service started, prior to the actual month long repair being made.

My most recent service request (last week) was even worse. I was told they only have one diesel technician on the payroll and that I wouldn’t be able to bring my truck in for service until late September. It was the middle of July when I called to request the service. That is ridiculous and I think most everyone would agree.

I have to advise anyone looking to get their diesel truck serviced at Sil-Terhar to seriously rethink their decision. Extraordinarily long delays in getting your appointment scheduled and even longer wait times to actually get the service completed. Lack of transparency regarding the repairs that are made. Lack of interest or concern from the scheduling staff regarding your vehicles service. Just an all around bad situation here now. I blame the management, as they surely must know what’s is happening in the repair shop. Jack Terhar, please fix this mess that the service department has become.

William M.

Double check their work! After getting some brake work done there, I took a look under the hood. I’m glad I did. They hadn’t reconnected the wiper fluid hoses, reinstalled a drain the wrong way, and in the process of figuring out how to properly finish the job they broke another part. Yikes, you pretty much need to know how to fix cars to make sure they do things right. I won’t be going back to them, and I recommend you avoid them.