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BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Five Star Ford - North Richland Hills meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Five Star Ford - North Richland Hills include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 2 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Texas Department of Motor Vehicles
4000 Jackson Ave, Austin TX 78761
Phone Number: (888) 368-4689
Fax Number: (512) 302-2162
The license number is P33064.
Type of Entity
Business ManagementMr. Terry Rich, General Manager Mr. Sam Pack, Owner
AUTO DEALERS-NEW CARS AUTO DEALERS-USED CARS
Alternate Business Names5 Star Ford 5 Star Ford Collision Repair & Body Shop Five Star Ford of Texas Management, L.L.C. Five Star Ford of Texas, Ltd. Sam Pack's Five Star Ford
Industry TipsAutomobile sales
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Types of Complaints Handled by BBB
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BBB Complaint Process
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: We took the used car in 1 week after we bought it because a mechanic told us the compressor was causing the whole car to rattle and shake. We took it in and Five Star subbed it out to another repair center who told us it was the alternator which they replaced. We were relieved to hear the noise gone but 6 weeks later the exact same noise reappeared and there was no cool air. We understand the repair issue with used cars but we told them it was the compressor and they did not address that, we had to pay another $500.00 after paying $8800.00 for this car. The car was in the back lot when we found it and had not even gone through inspection, I had trust in this company and felt the integrity was high enough that they would have inspected it before letting us leave with it. I now have no trust with this company and will never purchase there again.
Desired Settlement: $500.00
Business Response: spoke to **** ******* this morning. After a lengthy discussion I agreed to refund her the $486 she spent on the service visit on 8-13-2013. My reason for making the refund is for a customer satisfaction reason only. At this point Five Star Ford has spent over $1700 on a vehicle that was sold as is. We replaced the alternator that went bad five days after the sale(6-4-13) at no charge to her and felt that was the right thing to do. The A/C compressor locked up and quit working 12 weeks after the purchase (5-27-13) and we agreed to split the cost with the customer which they agreed to do. **** ******* felt the two repairs were one in the same based on a diagnosis she recieved from her mechanic. Our position is the noise she brouht it in for in June was repaired by the replacement of the alternator( which she indicates was fixed in her complaint) was not the same problem as the locked up compressor in August. With that said I do feel that the customer is being honest with us in that she believes the repairs are one in the same and in light of wanting to keep them as a customer **** ******* stated she would be willing to continue to do business with Five Star Ford in the future if we made the refund. I am glad to do that and look forward to doing business with her in the future.