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Sam Pack's Five Star Ford Carrollton - Service Center
Carrollton, TX
64 Reviews
This rating includes all service center reviews, with more weight given to recent reviews.
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64 Reviews of Sam Pack's Five Star Ford Carrollton - Service Center
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October 16, 2019
Kenneth Faircloth Your service guy Kenneth Faircloth went above and beyond to help me with a situation that I thought was being ignored. He was not even my service guy Your service guy Kenneth Faircloth went above and beyond to help me with a situation that I thought was being ignored. He was not even my service guy but after speaking to him at his eye appointment he followed through and helped me to get the tow refunded to me, my car had a recall part which stranded me on the road. So your employee went above and beyond to help me that to me that helped secure me as a customer for my next vehicle purchase. We have purchased a truck from you in the past so my Fusion will be my next trade in with you guys!! More
by Joanna
Employees Worked With
Kenneth Faircloth
August 16, 2019
Misdiagnosis and lack of follow through cost me $1340 On 4/17 paid $687 to for recommended work to replace spark plugs. In process #8,2, and 3 "broke and had to drill out each broken seized piece inside On 4/17 paid $687 to for recommended work to replace spark plugs. In process #8,2, and 3 "broke and had to drill out each broken seized piece inside spark plug hole". Subsequently noticed a ticking sound on truck. Came back to SP Ford Clay Young said cracked engine need to replace engine. Stunned considering truck always serviced and garaged. Came back again twice to re-examine too busy to take me in, reiterated matter of time before engine going down. Spent next several months on-line and other service shops to find potential problem. Had a planned west coast drive wife too concerned about ticking had to rent a vehicle cost $663. Finally diagnosed by another auto shop as loose spark plug cost $428. Took back to SP Ford went to different service manager did not share history asked to check loose spark plug. SP Ford tech confirmed loose spark plug fixed ticking gone after 20 months cost me another $246. Total cost due to misdiagnosis and no interest in re checking: $1340 More
by beaccountable
Employees Worked With
August 03, 2019
Poor repairs/communication Our 2016 Explorer with 30,000 broke down and we had it towed to the closest Ford dealer which was Five Star in Carrollton. We had it towed on a Frida Our 2016 Explorer with 30,000 broke down and we had it towed to the closest Ford dealer which was Five Star in Carrollton. We had it towed on a Friday night after service had closed they called Saturday saying the transmission had an internal failure and a rebuilt one would be needed at no charge. No loaner or rental was provided. I gave the authorization to repair and after 2.5 weeks of not hearing from them I drove to Five Star and was told the transmission just arrived we will have it ready Friday. Friday evening I called to check on it was told it would be ready Monday. They finally called Monday afternoon and I was told it would be Tuesday. Tuesday evening they called and said it would be ready Wednesday they thought they could use a one time use bolt a 2nd time and had to order the new bolts. Wednesday it was finally ready 3.5 weeks later it was returned dirty than I dropped it off and had replaced items I told them not to. Driving it home Wednesday the transmission went out . I took it to another dealer. They test drove it and said they had to remove the transmission the first 3 gears were slipping and clutches had to be replaced in a rebuilt transmission less than 1 week old. I was provided a rental since they would keep my car for more than 2 days by Autonation Ford. They repaired the car like new and called me everyday to let me know the status. I would not trust Five Star Ford change a light bulb. DO NOT GO TO FIVE STAR FORD. More
by Rrrrrr
June 27, 2019
Excellent Sales to Service Purchased a beautiful 2013 FX2 F150 from Don W. Professional and streamlined sales process, In and out in 2 hours from test drive to departure. A mont Purchased a beautiful 2013 FX2 F150 from Don W. Professional and streamlined sales process, In and out in 2 hours from test drive to departure. A month after purchase, we had a couple of small leaks that needed repair, I had purchased extended warranty so wasn't too concerned. Don stepped in and covered our deductible, something that the did not have to do. Thats a dealer with integrality and puts the customer first. I'll continue to trade with Sam Pack and Don. More
by erozier
Employees Worked With
Don Wagner
February 14, 2019
bad Service Worst experience ever from a dealership, clay young from service department is so unprofessional, I’ll never come back to this place and I’ll make sur Worst experience ever from a dealership, clay young from service department is so unprofessional, I’ll never come back to this place and I’ll make sure my family and friends don’t ever buy from this place Ford should be embarrassed More
by Santibanez cj
Employees Worked With
Clay young
February 12, 2019
UNACCEPTABLE CARE FROM FORD This past Saturday, the battery light turned red 3 times at different stoplights and my car stalled each time. I drove to the Carrollton dealership ( This past Saturday, the battery light turned red 3 times at different stoplights and my car stalled each time. I drove to the Carrollton dealership (which is where my Escape 2017 is being leased from) for assistance and was given an appointment to return for servicing and a loner car on Thursday, February 14th. This is unacceptable Customer Service and I'm disappointed that the latter was my only option. At least ... offering me a ride to a rental service as well as leaving my car at Five Star Ford for repair would be expected. My car was just checked two weeks ago and there weren't any problems found. I understand a loner car was not possible on Saturday due to not being able to provide one to me. Consider taking one off the lot for situations such as this. I'm hesitant to drive my car because I do not want to risk being stranded. Five Star must first consider its loyal customer and not ever send one away without an immediate solution. I was willing to wait at the dealership while a technician examined my car and was denied the latter. My prior service visits were excellent. Mr. Sam Pack should review the process of sending a loyal customer home without an immediate solution. After all, the push to purchase an auto moves faster than a thoroughbred at the Derby. I'm sure the gentleman assisting me in the Service area was compliant with Mr. Pack's policies and didn't have a choice. However, chancing that my car might break down any time, I'm without mobility until Thursday and I hope I won't have to be towed to the dealership. Moving forward, I will not recommend Five Star. I expect Five Star to be prepared to give me a loner car at the time of my 9:00AM appointment on Thursday. Thank you. More
by KNITTY1
Employees Worked With
November 06, 2018
Recall Gone Wrong But Mgmt did good fixing it. I took my focus in for a recall on a Monday at 10:30 AM. No one called me so I called them at 4PM on Tuesday(today) and that's when they tell me they I took my focus in for a recall on a Monday at 10:30 AM. No one called me so I called them at 4PM on Tuesday(today) and that's when they tell me they had to order parts and my car wouldn't be ready til maybe lunch time Wednesday. I am a working man that has a job to go to. They refuse to give me a rental car or reemburse me for an uber. That is insane. The problem I really have is a communication and customer service issue. Im really perplexed how no one thought it was important to call and communicate with me that we wouldn't be getting the car back and that they had to order parts and it wouldn't be ready til the following business day. A simple phone call saying, "Sir this is so and so and I just wanted to let you know that unfortunately your car won't be ready today despite me telling you yesterday it would and we will have to order parts to fix it. It wont be ready until tomorrow around lunch time. Im so sorry for any inconvenience this may cause you. Unfortunately we wont be able to provide a rental or reemburse you for uber. I do apologize." INSTEAD no one called at all and I had to call myself at 4PM and get attitude like sorry about your bad luck man! I work in customer service and do not understand why there was no communication or ownership for the issue. Just attitude and figure it out buddy is all I seemed to get. If I had known sooner or had been communicated with properly, I could have arranged a ride. Now I have to pay for an uber. I understand customer service can be hard because I work in it as well but customer service issues can be avoided 99% of the time if there is proper communication, sincerity and ownership(even if its out of your control) for the situation. I hope this helps for proper further training of employees and that they are more open minded to customer satisfaction. This caused me to give a one star. Update to this review, customer service reached out to me and paid for my Lyft Drive. My recommendation would be to over communicate with the service department. After Drew reached out to me I've upgraded them to three stars. More
by Focus2012dr
April 02, 2018
Scheduled Service Kevin actually remembered me from a call I had place and new of some potentials delays with parts for my car and was transparent around potentials len Kevin actually remembered me from a call I had place and new of some potentials delays with parts for my car and was transparent around potentials length of time my car would need to be at the dealership. Easy drop off and "Pete", the gentlemen that provided a ride this morning, was extremely friendly. No one likes to have their car worked on, the Five Star Ford Carrollton Team understands this and you can tell customer service is a top priority for this dealership! Jeff Jannereth More
by Jeff Jannereth
Employees Worked With
Other Employees :
Pete (driver that was able to take me to work this morning), I did not catch his last name. Should have an area to recognize the drop off drivers as well.
June 08, 2017
Vincent always takes good care of me and my car. Just wanted to let you know about the great employee you have in Vincent, he is always busting tail to get my service done quickly and for the best pr Just wanted to let you know about the great employee you have in Vincent, he is always busting tail to get my service done quickly and for the best price around. More
by sgbone
Employees Worked With
May 06, 2017
No empathy,negligent,car stopped in street after leaving Brought car in for hearing sounds in Nov.2016. Service person took info. Paid over $ 100 for diagnostic & result was oil leak. was informed oil runnin Brought car in for hearing sounds in Nov.2016. Service person took info. Paid over $ 100 for diagnostic & result was oil leak. was informed oil running off top & it's an engine issue..I just had engine rebuilt & was told take it back on warrenty which is what occurred although Ford got truck ready to drive to take to original engine shop...car stopped in middle of street 4 miles from leaving leaving Ford.. I called back to ask why would you put me (a female) in harms way that was negligent....all they had to do was say mam you can't drive the truck have it towed but after I paid they pulled it front like it's ready to go....WRONG....had no oil...then while truck stopped in street folks honking I could have been hit from the back of truck when I called Ford for tow, they gave number for their tow just to be told by tow company oh no, we can't take you to Garland that's past our mileage radius....so I'm stuck in street shouldn't have been told car could make it to original engine shop in Garland, a real expert or good customer service person with empath or human kindness would have said mam it won't make it call your insurance to have it towed....then finally after 2 hours in street after leaving ford my insurance tow company arrived & towed the truck to shop as the engine shop that did the engine asked why did FORD send you out to drive a car with no OIL....THE oil stick he put in was EMPTY NO OIL ON IT, DRY ( I kept pictures) ....NEGLIGENT....so next morning got rental car went back to engine shop & called Ford repair writer that was in charge of my service & he was loud & arrogant in tone saying mam you'll have to sue that guy if he doesn't work on your car, then both talked to one another on my cell phone about why no oil cas that caused the rips in engine, it should have been towed not driven...both men got into a hype talking match....I paid had it fixed, took off a day to relax my mind from two grown men being confrontatonal & all I want is a calm day of good service which NEVER HAPPENED ON FORDS END NOR other shop but I finally got an apology & service from other shop....FORD GAVE NO APOLOGY NO REIMBURSEMENT, NO NOTHING FOR SENDING ME ON ROAD FOR CAR TO STOP IN STREET AFTER LEAVING..SPOKE WITH FORD SERVICEMAN MANAGER & HE JUST KEEP SAYING YES MAM..REPEATEDLY ..NO SOLID SOLUTION JUST SAID, YES I'LL talk to Kevin...NO SOLUTION....VERY NEGLIGENT. Had I been hit by a pass by car while stuck in the street or hospitalized or on news for being put on road in car with NO OIL to take to a orginal shop....STILL DISSAPPOINTED & I have been a customer to that shop for years while living in ADDISON 10 YEARS.....VERY DISSAPPOINTING, NO EMPATHY, PROFESSIONALISM OR PROPER COMMUNICATION in sending a woman on road in a car you know leaked oil after diagnostic, having me pay & saying to me, you can make it there, it's ready.....IT WASN'T READY, IT DIDN'T MAKE IT & THAT WAS NEGLIGENT!!!! To Ford workers this is not about your egos, listen TO PEOPLE & DO WHAT'S RIGHT!!! BE ACCOUNTABLE WHEN YOU'RE WRONG & TAKE THE DEFENSIVENESS & EGOS OUT THE EQUATION!!! More
by DissappointedFordCustomer
