ComplaintsforFive Star Ford of Dallas

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2010 ***** CRV on 11/24/23. I was told by my salesperson, *********************, that it needed to go through the make ready process, and that he would call when it was ready. After not having heard from him for several days, I reached out to him on the evening of 11/30/23 to ask if the vehicle was ready. He told me that he was just about to call to let me know it was. I picked up the vehicle on the evening of Friday, 12/1/23. The very next day, 24 hours after driving it off the ********** than 60 miles, the check engine light came on. I reached out to ****************, who told me to bring the vehicle in on Monday, and that the dealership would "make it right." Before dropping it off at the dealership, I took it to AutoZone for a diagnostic report (attached). The report flagged issues with the *** and the catalytic converter. On Monday, 12/4/23, a service advisor (*****) called me and told me that he was calling on behalf of his service manager. He stated that they had checked out the car, and would not be paying for repairs; he told me that I could come by to pick up the vehicle at any time. I have called the dealership requesting to speak with a service manager. I've left voicemail messages. I've emailed *************************** (service director), and have messaged ***************** (used vehicle sales director) through the "contact us" link on their website. I have not heard back from anyone. Today, 12/12/23, an employee called to let me know the license plates were in. I told them that I have been trying to contact multiple people from the dealership regarding repair and requesting information, and have not heard from anyone. This person told me that they would have ***** look into it and call me. As of now, I still have not had calls or emails returned. Once reset, a car's check engine light will remain off for around 50-************* seems likely that that is what happened in this situation, before the car was sold to me. I would like a resolution and contact from management.

  Business response

  12/20/2023

  After reviewing the complaint and the document file, and speaking with the pre-owned manager, we feel as though the customer was made fully aware that this purchase was on an as-is basis.  The Pre-Owned As-Is sticker was on the vehicle and was subsequently acknowledged by the customer with a signature of understanding.  As with any vehicle that is over 12 years old and with miles exceeding ******* miles, there are certain unforseen mechanical risks that could be encountered.  ******************** may not be aware, but the Company had already lost over $1800 to sell him the vehicle, therefore any additonal asssitance for repairs simply could not be extended at the time of sale or any time afterwards.  Repairs to the vehicle prior to sale included a safety inspection, replacement of wiper blades, replacement of rear struts, replacement of seat trim panel, oil and filter change, mount and balance of 4 tires, and a state inspection.  These repair and maintenance items cost the company nearly $2600.  All reasonable efforts have been exhausted, unfortunately.  

  Thank you.

   

  Five Star Ford of Dallas Management Team 

  Customer response

  12/23/2023

  I have reviewed the business response and accept this complaint as closed. I do agree that unfortunateis an accurate word for this situation. I was not aware that such repairs were done to the car prior to the sale, as I could not get anyone from the dealership to return emails or phone calls as requested, until a complaint was filed with the BBB. It should be noted, that a large, very profitable organization like 5 ********* Dallas, losing money to repair a vehicle, prior to its sale, and a customer losing money to repair a vehicle with unforeseen maintenance needed one day after driving it off the lot are two very different things. The income of one individual is substantially less the income of a multi-location commercial car dealership. 

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 8 my wife and I purchased a 2022 Ford Bronco Sport Vin number *****************. A Lady up front named Lupita ***** sold us floor mats for 400 dollars. Well we never received the floor mats, so in July we called about them how why we haven’t gotten them yet. Well someone mentioned I’m not sure who they said they would look into the issue. A month goes by and stuff nothing so we call again in Aug. Same thing that they will look into it and send the issue to someone. Well over the next few months we keep calling and nothing talking to multiple people with Jarren ****** being the last one we spoke to about the issue of not receiving a product we paid for. We just want a refund via check to us as the loan we had that included the floor mats finished. One more issue I also had was in July of last year I wanted a refund of all the warranties we had purchased. I spoke to Moe *****r and we were talking via text. He told me he would sent the paper work so my wife could fill it out so we can get our refund. Well he never sent it and ignored my last message about it. A month goes by and in Aug my wife tried again speaking to multiple people to help her out. Leon who sold us the Vehicle finally helped us out after so many phone calls about it. He sends it over email and we fill it out and the fax number didn’t work so we called and talked to a lady named [email protected]. She told me to forward the refund paperwork to her and [email protected]. Well more months go by and no refund. We Waited over 4 months to see the refund on the warranties we no longer wanted as we were going to sell the vehicle back in July but it took so long to get our money back for them. Finally in feb of 2023 Jarren ****** looked into helping us out as we were getting fed up. The money we got back was from Feb 2023 and not Aug 2022 so I want the correct refund we should of got and not what we received. From march 8- to July 17th and not March 8- feb I’m disappointed

  Business response

  04/10/2023

  The following reply was sent to the customer today.  It was evident that there was an interdepartmental breakdown that caused Mr. Salazar's frustration, and we are committed to rectifying the problem immediately.  

   

  Good afternoon, Mr. Salazar!
  
  I have received your BBB complaint and took a moment to address this with my Assistant Office Manager.  First, please let me apologize for what sounds like a strenuously frustrating several months trying to accomplish what is actually a very simple task on our side.  I am truly sorry, as this is not a good representation of how we conduct business or how we believe in treating our customers.
  
  Bree has pulled the paperwork and confirmed that we processed it as received internally, however it is evident that the cancellation date should have been entered as though it was a flat cancel instead of as of the date that Mr. ****** assisted you and escalated it.  She is issuing another check to make up difference owed, and we will get that sent right away.
  
  Mr. ******** I am thankful we are able to resolve your concerns, but regret that it took reaching out to the BBB to do so.  Please do let me know if you have any questions or concerns.      

  Customer response

  04/11/2023

  I would like the check to be sent to me at **** ** ***** ** *** **** ***** ** *****.

• Initial Complaint

  10/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I took my car in for a leak in Jan. 10th 2022 and again on Oct. 3rd 2022. In Jan. I was told I had no leaks and it was returned in a couple of hours. They did not put any dye in it and they did not enter into the computer that it was in for a leak. They only changed the oil. In Oct. they did put dye into it and found the leak. they repaired it only too be repaired 3 times total because it was not repaired correct. In the mean time I called several people at sam pack and ford in michigan many times but never got a response. I have called the general manager Brian **** many times and have not received a response. A Jerry ******** called but I am not sure of his position and I don't know where he got my number. He told me he was not allowed to give out peoples numbers and would have a Greg ****** call me, which never happened either. I finally picked up my car after 10-6-22 after realizing NO one from ford was going to call me, only to see 1100 miles were put on my paperwork. Steve, The service manager called on 10-6 to pickup my car and told me he had my car washed, he personally vacuumed and filled with gas. I picked it up to find the carwash had scraped some paint and the brushes left marks on my tailgate that raises and my car was not filled up. The main complaint I have is now they refuse to return calls. l want a return call from Brian ****, Ford in Michigan, Eleana ****, and Greg ******. How can a company this size stay in business when NO one is willing to talk to customers???

  Business response

  10/25/2022

  Business Response /* (1000, 8, 2022/10/24) */ I had a 10-minute-long conversation with Mrs. **** on Saturday, October 22, 2022, and asked how I could assist her, but she "Didn't have her list of concerns/question" for me to answer. So, she asked me to call her again on Monday. Monday, October 24, 2022, I called and spoke to Mrs. **** for over 25 minutes and answered two questions about "How long is her warranty for the oil leak repair that was performed on her vehicle"? which is 12 Months or 12,000 miles. Her second question "Is it normal for the Oil Condition sensor to read 95% life in just a few weeks since her repair"? Mrs. **** continued to ask for the telephone numbers for all our Ford Motor Company's Field Representatives. Without any current concerns and no purpose for a Ford Field Representative's call, I declined her request at which time she became upset and hung up the phone! Please see below for **** ****'s vehicle complete history: RO# RO Open Date Mileage XXXXXX XX/03/22 60,531 Customer returned for oil leak concern. Replaced oil pan as authorized by customer. Front cover was accidently cracked during repair. Front cover and oil filter adapter were both replaced at no cost to the customer. Completed 10/13/22. XXXXXX XX/26/22 64,299 Oil change with oil leak dye added to inspect for oil leak on next visit. Battery service with pad protectors, and 22S43D Shifter cable recall. Completed 09/26/22. XXXXXX XX/10/22 60,531 Works package. Rotate was not completed due to swollen lug nuts. Customer declined lug nuts, tires, and tune up. Only oil change was performed on this visit. Completed on 01/10/22 XXXXXX XX/15/XXXX XX,404 Not Available Not Available XXXXXX XX/24/XXXX XX,628 Not Available Not Available XXXXXX XX/05/XXXX XX,252 Not Available Not Available Not Available XXXXXX XX/23/XXXX X,900 Not Available Not Available Not Available XXXXXX XX/17/XXXX XXX Not Available Not Available Not Available As per her statement "The main complaint I have is now they refuse to return calls. l want a return call from Brian ****" Please close this complaint with No Further Action Required. Brian **** General Manager Five Star Ford Dallas Consumer Response /* (3000, 10, 2022/10/25) */ (BBB) Thanks for your time and effort. I really don't want sam Pack, Ford or brian **** calling. I have never talked to anyone as rude as Brian. He started yelling when I asked for the zone manager and number. I excused myself and hung up. I have learned my lesson with Sam Pack. Never again will I purchase another Ford and will find someone else to work on my car. ****

• Initial Complaint

  06/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sold a total lemon for 24k. This dealership refuses to even look at the issues. The vehicle has major engine problems. Since 12/2020 nobody will even return my call. I was also told a vehicle won't be provided if they ever did any of the repairs. The whole process was deceitful from the sale through the vehicle issues. Then they tried to be even more dishonest telling me yesterday the only way to get out the vehicle would be with 5k down, they didn't even run my credit.

  Business response

  09/30/2022

  Business Response /* (1000, 7, 2022/06/23) */ Our Service Director, Jerry T*******, has been in contact with Ms. ******* and has scheduled an appointment for her to come in on June 27 so that we may address the concerns. Ms. ******* will be provided courtesy transportation while her vehicle is being diagnosed. Consumer Response /* (3000, 14, 2022/07/15) */ My car spent a week at the dealership and absolutely nothing was fixed. Dealership alleged there were no issues, which lets me know they did not even bother to sit in my car and allow it to idle for any amount of time. I was told a service person needed to drive my car home for the night to troubleshoot, it does not even need to be be driven to feel the rough idle and jerking motion the vehicle makes while idling. The car engine sounds are not right during idle.

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My daughter recently purchased at 2022 Ford Timberline Explorer from this dealership on 5/5/2022. I cosigned on the loan. We purchased the additional warranties based on the recommendation of Esmeralda Garcia. These warranties were the Triton Protect for Service Contract for $3972, ESP Maintenance for $1545, and the Triton Protect for Tire and Wheel for $1500. At the time of purchase I asked if we would be receiving the information for the extended warranties. Esmeralda advised that that would be included in our paperwork. There was no information other than what is shown on the sales contract. I tried calling Esmeralda twice and received her voicemail and her voicemail box was full.. I then reached out to the Finance Director Gary Lindsey and left a voicemail for him. There was no response I called him back and got his voicemail again. I called back and asked for the GM and the receptionist asked what it was in regard to. I explained the situation. She said Gary was unavailable and she take a message. I told her I would be calling Ford directly. I called Ford and was told the information would have to come from the dealer. While on the phone Gary called and left a voicemail. When I spoke with him he told me that they have been so busy that they don't have time to answer all their voicemails. He then told me that he would send that he would send the warranty information to my daughter via email. That was on May 20th. Nothing was sent. I sent the GM Brian H*** an email on May 25 detailing the issue. I did not receive a response to my email. I called the dealership to speak to him. He wasn't available so I left a message for him with the receptionist. To date we have not received anything. For as much as we paid for these warranties I definitely feel like we need something in writing to confirm what it covers and what is excluded.

  Business response

  07/11/2022

  Business Response /* (1000, 5, 2022/06/07) */ Me and my teamcomplied as soon as we could once we were in contact with customer. Reading this complaint is the only way we knew she wanted us to mail her the copies and not to use email. I have included copies of the requested paperwork along with UPS shipping lable and copies of emnail response complyinhg with the customers request. She will have a complete copy of what I have uploaded as soon as ups picks up and delivers. It will go out tomorrow. UPS Tracking # 1Z2XXXXXXXXXXXXXXX Consumer Response /* (2000, 7, 2022/06/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I had been told initially we would receive the paperwork with our papers the day we bought the car. I was later told they would be emailed, and that never happened. There was no compliance until I filed this complaint. I appreciate you sending them by mail, but do not believe I should have to go through all this to get the warranty papers. No phone call to acknowledge this complaint. Nor an apology for the lack of communication by Five Star Ford, despite all my documented attempts to get the paperwork. This is not an example of good customer service.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  If I could give negative stars I would. Do not I repeat do not take your car to get work done here. I took my car to get some trouble shooting done because simply put I exhausted my level of expertise and furtger testing would require a ford technician. I took my car they they kept it for three or four weeks first they told me I had to pay for a part but this should fix the problem. So I paid for the part next thing you know they said it was something else. So then her I am paying for repairs that are not needed. So after all this I had someone test and repair the problems the item I paid to have repaired wasn't even needed so I call the service manager left multiple voicemail but he never called backed. I also called the GM and he also did not return my call. I understand that alot can go wrong on a car and I even understand that we are human and make mistakes, but I also understand a call back does not require a day of your time.

  Business response

  02/01/2022

  Business Response /* (1000, 5, 2022/01/21) */ Contact Name and Title: Andrea ******* Contact Phone: XXXXXXXXXX Contact Email: ********@sampack.com Mr. *****, As you mentioned in your statement, you had done your best to repair your 2006 Ford Mustang yourself and exhausted that possibility. At the time you brought the vehicle to us, we noted the excessive amount of corrosion throughout the vehicle including the actual fuse junction box. At the time of diagnosis, you were advised that this would be the starting point as there was no conductivity from where the fuses install to the actual harnesses. With your permission, we ordered that part as well as the quarter window motors. After installation, the top worked several times before blowing a fuse; with further diagnosis we confirmed that the harnesses were in poor shape and again with your permission we attempted to locate those harness without success. You picked up the car and subsequently brought it to another shop who repaired "some" wiring and the top is now operatable. While that is great news, we remain concerned that another wire will build resistance requiring even more troubleshooting in the future. As a Ford dealer we are compelled to repair issues completely, meaning not repair a single wire when corrosion is as evident as the pictures show (see attached). Sam Pack Auto Group's desire to satisfy customers at the highest level is paramount. It is in that spirit that are offering to refund the labor associated with the diagnosis and installation of fuse junction box, a total of $462.50. That check will be issued today. The other repairs clearly were needed, and you made no mention that the quarter windows were not working after replacement. We do hope you accept this offer as a token of goodwill. Best, Keith D****, Fixed Operations Director

• Initial Complaint

  10/25/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a vehicle in July of 2020. At the time of purchase, my finance person (M. ***) and salesperson (Chuck) both asked if I'd like to purchase an extended warranty and vehicle protection program. I was told that my company had been looked up and I would receive employee pricing for all financial products. I checked with my employer and we have no relationship with Five Star Ford. Additionally, I was told that one of the products I purchased would allow me to bring in my vehicle every six months for full reconditioning -this was reiterated by both Mark and Chuck. After the six month Mark, I emailed Mark *** onIy to be told that wasn't the case. The email was received Thursday, Jan 28, 2021. I submitted all my paperwork to cancel finance items on Sept 13, 2021, followed up again twice via email, left voicemails and even submitted an inquiry through the home page on Five Star's website. None of my attempts to reach the company have been returned, and it was only after my second email that two of the items I purchased even showed up on the Trident Protection site. The form I submitted gave a maximum of six weeks for all refunds to be completed. I'm asking for a full refund of the purchase price of $1,300 for cancellation of image guard and $3,907 for the extended warranty I purchased, both of which may be sent directly to the lienholder.

  Business response

  12/10/2021

  Business Response /* (1000, 5, 2021/10/26) */ Contact Name and Title: Andrea B****** Contact Phone: 9729853600 Contact Email: ab******@sampack.com We have received and investigated the complaint brought forward by Mr. *********. Unfortunately, our database did not find any incoming calls from the customer on or after September 13, nor are we able to find any emails from Mr. ********* with our current warranty cancellations team or management. Mr. Ake does recall however speaking with the customer regarding his dissatisfaction with the purchase earlier in the year, so as a result we are happy to honor the full cancellation value of $5,270.00. We have processed check XXXXXX made payable to Ford Motor Credit, and will send that check to them via USPS tomorrow. Consumer Response /* (2000, 7, 2021/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) desired outcome achieved

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩