Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased new 2025 **** f 150 and after a week looked under the undercarriage while washing my new truck and noticed significant rust on the underbody of truck. Reported this to five Star **** NRH and was advised this was normal. I advised that I had a 2012 gmc truck with zero rust on the undercarriage. I requested repair/ paint to the undercarriage and was told that the rust was normal with the **** f150. Seems like **** will not correct this defect that was not disclosed at the initial purchase. This is an undisclosed known defect of the f150 I purchased. Would like for five star **** to repair this known defect

  Business Response

  Date: 07/04/2025

  We are working on possible resolutions. The customer is aware.

   

  ****** *******

  Customer Answer

  Date: 07/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought the car on December 13 2024, and this is my first purchase as a 21 yr old female. I was taken advantage of in the process and now my vehicle went down on me as of January 25th. My dad entrusted a salesman he knew to take care of me but I got screwed 6500 for a car that need repairs. I have attached the estimates from **** Spoke to the dealership at 5 star for and I can't get any help or solution. I didn't even get to test drive the car, they were in such of a rush for my cash and me signing the paperwork. This is not right, I've been without a car for two weeks and Lyft is killing my pockets along with my dad, what is a young lady suppose to do. Please help!!!!

  Business Response

  Date: 02/07/2025

  I spoke to ******, the father, and offered two options to resolve this complaint.  Option one is to return the vehicle and we will refund the down payment she made and any payment amounts she has made to the lender.  Option two is that we will pay the estimate of $1995 provided by the dealership and attached in the complaint, under the condition that any and all additional or future repairs would be her responsibility.  ****** is going to speak with Adaria and decide what option they want to take.  They will call me back tomorrow with their choice.  
  
  ****** *******
  General Manager

  Customer Answer

  Date: 02/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** *******

    P.S. I really appreciate it.

• Initial Complaint

  Date:11/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At the end of April *************************************************** ******. This occurred due to a pre-recall. **** was nice enough to tow my car back to the dealership in North Richland Hills, where it for a few months before I recall issued. In total my car sat for six months on the lot without ever being turned on. The issues finally got resolved and repaired in October 2024. When I went to pick up my vehicle, none of the electronics were working and the ** made a noise when you turned it on. A member of the service team looked at my car and advised they would look at it to keep my loaner car and they would get back to me in a few days. A few days later, I was told that my ** compressor was falling apart, and the module for my electronics had gone bad so these were submitted to **** on my behalf to see if we could get **** to pay for them as My car has been sitting on their lot for six months. A few days later, **** came back advised how much the charges were gonna be and told me my portion was gonna be a little over $2100. Bear in mind my car sat there for six months on their lot without being touched. Before all this recall mess, my car was running fine. There were no issues. I was eager to pay it off in a year. I was told I can pay $2100 to get it fixed or I can trade it in. Because of my car being so devalued and still owing some money on it, all they were willing to do was put me in a 2024 **** Explorer, which was gonna cost me between $600 and $700 a month In car payments. To be honest with you I dont believe I should have any cost associated with this vehicle considering I havent seen it in six months and its prior condition was good drivable with no issues. Im very upset how Im being treated as Ive been a loyal customer since I was 18 and I have bought all three of my cars through this dealership. I have no recourse in this issue as I was told and I just have to figure out how to pay it or take my car as is.

  Business Response

  Date: 11/15/2024

  You purchased a 2022 ********* Equinox from us within hours of submitting this BBB complaint.  To our knowledge this has been resolved.  

• Initial Complaint

  Date:10/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted Five ********* weekly for the past two months regarding cancelling my vehicle service contract (Triton Protect). Finance has yet to answer my call when I am transferred and I have yet to receive a call back when I leave a voicemail and my information. I purchased my vehicle in July of ************************************************ June of 2024 it would not cover the full repairs even after if I paid the deductible. When I was purchasing my vehicle finance gave me showed me a completely different warranty coverage ($200) and increased my deductible ($300) without my knowledge. The *** is trash and even if the deductible was lower I would cancel it. I have never had customer service this bad with a dealership and I have purchased 3 different vehicles in the last 3 years. I am reaching out to the BBB as a last resort as I have gotten no correspondence from Five ********* in any of my attempts to cancel my ***.

  Business Response

  Date: 10/12/2024

  Our General Sales Manager, ****** *******, reached out to the customer and we are processing a full prorated refund for the customer.  The customer sent us the picture of their odometer last night so we can complete the cancellation form for the him to sign.  

  ****** *******

• Initial Complaint

  Date:10/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 27 the over the air system update rendered my king ranch f150 inoperable. Since then my truck has been in and out of the shop for over 60 days. Its currently been in the shop for 47 days for the same issue. According to the dealership the ********************* is unable to solve the issue. **** engineering doesnt have a solution and I am driving a lower model truck as a loaner from the dealer while making payments on my king ranch. Its been my understanding that the dealer has replaced many modules, equipment etc. I have been asking for a reimbursement on the towing and my warranty deductible since June with no resolution yet. I have been talking to customer service who told me to submit my truck for lemon law. Then they told me we can start the buy back process. However the person I spoke to at **** customer service said theyve never heard of a truck being bought back. The dealer offered to take the truck at a trade in at a reduced value due to the compromised electrical system caused by ****. **** has denied my buy back request and lemon law was not applicable. This all started from an over the air software update from ****. My truck is currently at the dealership going on 47 days with no solution in sight for the same issue. If someone could contact me with a solution to this issue so I can either get my truck or get a new one for a reasonable trade in. I have called the sales manager who said he would get back to me. No response for 10 days. Left a voicemail with general manager of the dealership today with no response. I would appreciate the dealer standing behind the product they sold me and taking care of a good customer.

  Business Response

  Date: 10/12/2024

  Sorry for the delayed response.  I have been out of the office for the past five weeks from unexpected back surgery.  Mr. ********* has been working with our General Sales Manager, ****** *******, and they have agreed to terms on trading him out of this vehicle and into a new **** Ranch truck that is in transit to the dealership.  We have not received the truck yet to finalize the paperwork, but ****** and Mr. ********* are in communication with each other and as soon as it arrived this will be completed and resolved. 

  ****** *******

  Customer Answer

  Date: 10/18/2024

  Complaint: 22368234
  
  I am rejecting this response because: As of right now, my truck is still in the shop and not working.  Your dealership service *** had asked me to reach out to **** because they had escalated this issue as high as they could at the dealership.  **** ******* and ****** have all said there is nothing that they can do to fix my truck or speed up the process that has been ongoing since june 27th.  **** then told me to ***ort themselves to the better business bureau.  Then told me that they weren't going to help since it is outside of the lemon law guidelines for texas.  Your dealership has acknowledged multiple times that they cannot fix my truck until **** provides a software fix.  There is supposed to be a part arriving Tuesday that they will try to ***rogram after its installed.  Until then, this is a breach of warranty issue and I will not accept anything other than the solutions that I have provided to ****** *******.  He  just acknowledged in an email that he was not willing to move forward with either of the reasonable solutions that i provided.  
  
  Regards,
  
  ****** *********

  Business Response

  Date: 11/15/2024

  We sincerely understand the frustration this situation has caused. As you initially mentioned, the issue originated from an over-the-air update provided by ******************. Despite our numerous attempts to resolve the problem, it was ultimately determined that a software update was requiredan update that could only be supplied by *******************
  
  We genuinely believed that you and ****** had reached an agreement on a new truck, with plans in place for your to take delivery when the truck arrived from the factory. However, after the agreement was made, circumstances on your end appeared to change, and the proposed solution was no longer satisfactory to you. Unfortunately, the alternative solutions you suggested were not acceptable to the dealership, as we were not responsible for the failure on your truck nor the creation of the software update necessary to address the issue.
  
  We were, however, able to obtain the software update from **** and successfully install it on your truck, which you picked up on October 25, 2024. We delayed our response to this matter, hoping you would update the BBB to acknowledge that your vehicle has been repaired.

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5 Star Ford NRH. I purchased a ****************** Max on 8/2/24. When driving home, I immediately noticed severe shaking in the vehicle beginning at a speed of 70mph. I returned the vehicle on 8/3/24 as instructed. It was determined that the tires were bad and the solution was to replace two tires. The tires were replaced twice, both times the replacement tires were bad as well. A third set of tires were installed and considered acceptable and the vehicle was released on 8/8/24. At 80 mph there was still shaking and was taken back to the dealership. It was determined that the vehicle needed all new tires. The vehicle was returned to me on 8/10/24, still out of alignment. The steering wheel was not centered and the vehicle pulled to the left. The shaking was resolved, but the vehicle was still not operating correctly.The vehicle was returned to the dealership on 8/12/24 and found to still be out of alignment. On 8/14/24 the vehicle was returned, still out of alignment, pulling to the left. On 8/22/24 the vehicle was returned to the dealership for diagnostic testing and found to be out of alignment. The vehicle was returned on 8/23 (maybe 8/24) stating the alignment had been corrected, however the steering wheel is still not centered and the vehicle still pulls to the left. On 9/4/24, after a moderate daily rainfall, I found water all down the driver door, water in the pocket of the door, water on the floor mats, a soaked driver seat, and saturated cloth that line the panel of the window. The vehicle was returned on 9/5/24, and is STILL at the dealership waiting on the replacement seal to fix the leak and it is 9/16/24.This vehicle has been at the dealership for 22 days for repairs, not upgrades, during the 5 weeks that we have technically owned the vehicle. I am paying for a vehicle that I don't even have.I sent an email to the Service Manager and the General Manager with no response to return the the vehicle for a replacement or a complete return.

  Business Response

  Date: 03/04/2025

  We understand how frustrating this situation has been, and we want to clarify the efforts made on your behalf.
  
  Initially the concern with your Expedition was severe shaking in the vehicle.  It was determined the tires were bad and we replaced the tires twice with the same brand tires the Expedition came from the factory with. On the third repair, Five ********* replaced the tires with an upgraded brand at their expense since ****************** would only replace with the same brand. 
  
  While Five ********* NRH does not have the authority to make buyback decisions, we worked extensively with ****************** over multiple weeks to advocate for a buyback of your Expedition.Initially, ****************** denied the request, but we continued pushing on your behalf until they ultimately agreed to repurchase the vehicle.
  
  On January 6, 2025, at 3:54 PM, we received an email from you confirming that you had reached an agreement with ****************** and then at 5:13 PM the same day, we received another email stating that you had decided to decline the buyback offer and would be keeping the Expedition. The following day, you provided further explanation regarding your decision, citing concerns about the financial impact of the buyback termsterms that are set by ******************, not the dealership.
  
  Throughout this process, we went above and beyond to assist in resolving your concerns, including working to get ***** approval for a buyback and offering assistance in getting you into another Expedition, as requested. While we regret that the outcome was not what you had hoped for, we want to assure you that we did everything in our power to advocate for you and find a resolution.

• Initial Complaint

  Date:09/12/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Well on 8/21/2024 I was ******** into buying this 2024 F350 DRW 4X4 CREW ************** I was told by your salesman Mr. *** ******** that it was rear camera accessible when I had a flatbed installed on it, I told him that's was one thing of important to me was the camera part and he assured me it was ready and he asked me about the flatbed told him ***** was installing it so he called ***** Manufacturing and talked to ***** at ***** that they can install the camera. so I bought it and on the 8-27-24 had the flatbed installed and I was Informed that that cab chassis was not wired for a backup camera. So know I have a truck with no back up camera and a Dealership that has Supervisors that doesn't call me back a salesman said he will take care of never calls me so what I have to Say About Five ********* or Sam Pack's Five Star Ford Is this the way you treat the elderly Customer that pay cash.

  Business Response

  Date: 10/12/2024

  My apologies for the delayed response.  I have been out of the office for the past five week with unexpected back surgery.  We were able to back the customer out of the truck we originally sold him and then sold him a vehicle with the correct equipment on September 14th.  This should be completely resolved.

  Joshua Fichter

  Customer Answer

  Date: 10/14/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22272297, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  Thank You
  
  Vincent Farnelli

• Initial Complaint

  Date:08/08/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife purchased a 2017 **** f150 from five star **** in North richland hills, Texas in May 2024. I was assured by the sales manager, the salesperson ***** **** that the issues would be fixed prior to me taking possession of the vehicle. However, the radio modulator, the ac modulator, water pump, battery, the massage feature, and the ac cooling seats were never fixed and the warranty we paid 3k for only covered the water pump. The dealership in turn offered us 20k for the trade in when I drove this vehicle a total of 500 miles. The service department did not follow through with their promise to ensure the vehicle was in good operating order when we took delivery. I have had this vehicle in the shop for almost a total of two months since may getting diagnostics which were not performed correctly. Now I have lost 30% of this vehicles value in 600 miles of taking it off the lot.

  Business Response

  Date: 09/11/2024

  We have spoken with the customer regarding their complaint.  During those conversations we were able to come up with a resolution that satisfied the customer.  To resolve the issue, we reimbursed the customer for the diagnostic fees along with the repairs they paid out of pocket for.  The total amount reimbursed was $2,172.23.  

   

   

  ****** *******

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 14 Ive took my car to the car dealership because the engine was not getting oil. They told me they rebuilt the engine and it was good to go. I picked it up. I believe in the first week of May July 15. I started my car. It was doing the same thing it was on February 14, I took it to the dealership that evening. And on July 15, 2024, I got a text message saying that they were working on the timing of my engine.

  Business Response

  Date: 08/05/2024

  Upon diagnosis we found the *** Solenoid "hung up" for lack of a more technical term.  We reviewed communications from ****************** and found that **** had issued a *************** Message (SSM) about this issue and gave a procedure for dealers to perform.  After performing the procedure and test driving the vehicle we determined the *** Solenoid to still be "hanging up".  We replaced the *** Solenoid under warranty at no cost to ********************.  This *** Solenoid was not part of the repair done in February.  

  ***************************
  General Manager
  Five Star ****

• Initial Complaint

  Date:01/31/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/20/23 Kept us there from 2pm till closing while working on paper work - Paper work experience then was rushed, by them, because they were closing - I was not EVER advised that the loan I was procuring through them would include an ORIGINATION FEE of $15,500.- I was however advised that if I didn't like the loan, I could just pay it off before February at NO PENALTY. This was the phrasing they used. However, it turns out, I am and was penalized $15,500 for starting the loan. I can NOT pay it off less the $15.5K.- After my trade-in valued at $13,000, and 2 months after my purchase, I finally receive the loan documents and realize I currently owe MORE than the truck's MSRP.- Looked at paper work and saw that they ALSO charged us a $1,200 fee for "paying off debt" on my trade-in, which was FREE AND CLEAR of all debt, and even marked as such later in the document.My $79,300 MSRP truck cost me just under $105,000.Had ******************* explained to me that I was being charged $16+K just to get financing, I would have bought all-cash. I even told them I could move money around and buy all-cash. They asked me to get financing.I need a store credit in the amount of $16,714.

  Business Response

  Date: 01/31/2024

  I've left two messages for **************** to discuss his complaint.  In my message I communicated that I will be going out of town on February 1st and would not be able to try him again until Monday the 5th.  There are quite a number of items I need to go over with **************** and explain before we can close this complaint.  I think it would be best for us to do this over the phone or in person if her prefers.  
  
  ***************************
  General Manager
  **************

  Customer Answer

  Date: 02/01/2024

  Complaint: 21225583
  
  I am rejecting this response because:

  I am ready for your call today.

  I can wait until Monday, however, I have to start paying that loan tomorrow. I will do so based on your advice and request due to your schedule - but not as any kind of legal acceptance of the loan. My complaint was filed the morning I received the loan documents.

  I do expect 5 Star Ford to remedy this, 100%, and to return the full amount to me. I will speak with ownership or consult an attorney if necessary.

  I will accept a full credit, and keep my repeat business with you, if that is your preference.

  
  Regards,
  
  ***************************

  Customer Answer

  Date: 02/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************