Five Star Ford Dallas - Service Center

Even the General Manager ignores the customer at this Ford dealership. With so many Ford dealerships in Dallas Fort Worth I would suggest to avoid Five Star Ford in Plano at all cost. To start, the d Ford dealership. With so many Ford dealerships in Dallas Fort Worth I would suggest to avoid Five Star Ford in Plano at all cost. To start, the dealership is in horrible disrepair. The showroom, is dark and musty. It looks more like a used car dealership slinging beat up PT Cruisers. The carpet was torn and stain from what I assume were leaking vehicles. This place is a far cry from a business I want to spend $20K with. However, I do have to give them credit. They way they present the dealership is accurate with the service you will receive. My Ford F-150 has a very simple problem...the brakes moan and squeak. Everyone has experienced this in their car, a Ford or not. It happens and it is a very easy problem to fix. My truck is still under the manufacturer's warranty so I contacted Five Star Ford of Plano to have this problem corrected. Unfortunately, it was all downhill as soon as I pulled in the service bay. In order to get a work order started I had to track someone down to help me. I explained my problem and I was told, it could take up to two days to hear anything back. There's the second sign. When I asked why so long to just hear back, he just said "I'm backed up." I received a call the next day. Under promise and over deliver! Nice! Turns out they did nothing for my brakes. I was told that they could not do anything for me and that my truck was operating under "normal Ford specifications." It is obvious that common sense is not employed at Five Star Ford, because if it was then if my truck was "operating under normal Ford specifications" why would I bring it in? Free coffee? Nothing better to do? I need someone to talk to? I contacted the Service Manager and he was of less help. He told me "with 34,000 miles on your truck, there's not much we can do for you." He obviously forgot that Ford has a 36,000 mile warranty so kindly reminded him. We went back and forth and he refused to help any further. Ford has set the minimum for "Ford specification" and it is Five Star Ford of Plano's decision weather to commit to the minimum or go above and beyond to keep their customers for life. They are 100% committed to being the minimum. So I contacted the General Manager via email six days from this post and I still have not heard back. Now, my simple, simple brake problem has been turned into a much larger issue because no one at Five Star Ford of Plano gives a xxxx about their customer or their product. I leave you with this...if the Service Manager and the General Manager (people in leadership roles) refuse to properly service or acknowledge their clients why would anybody else in their dealership do any better. Great example of lead by example, because no one there cares. More

My Focus stalled on the way to work and I had it towed to Five Star Ford of Plano on Thursday morning to be repaired. The tow truck took it in at 8:30 in the morning and it sat outside until after 5:00 p.m. Five Star Ford of Plano on Thursday morning to be repaired. The tow truck took it in at 8:30 in the morning and it sat outside until after 5:00 p.m., at which point Greg Hampton, service advisor, phoned me and left a message stating that they had just moved my vehicle into the shop with a forklift. Friday I was unable to receive an update on my vehicle due to failure to reach Mr. Hampton. I got voicemail every time I called. By Saturday I was still unable to reach him. He was off work and the tech assigned to my car was also off work and nobody at the shop knew anything about my car. The notes in the computer just said, "Disabled vehicle." Monday morning...again, I could not contact Mr. Hampton. At lunch time I finally learned through a third party that they had diagnosed the car as having a dead battery and possibly a bad alternator and was given an estimate for repair that was high because he claimed that the axle had to be removed to reach the alternator. I had it towed to a different shop because it all sounded fishy and the lack of being able to reach anyone for information had me concerned. At the other shop it was quickly discovered that my ignition was locked. When Mr. Hampton was phoned to ask why that wasn't mentioned to myself, the tow truck company or the shop I sent my car to, he stated that they it was working fine at his shop...that he personally had turned my key and put the car in neutral to push it into the shop. Funny...not what they had told me about how my car got into the shop and my car is a STANDARD so you don't need to turn the key to put it into neutral. When he was called out on this fact, Mr. Hampton UNPROFESSIONALLY said, "Good luck with that." and hung up the phone. The new shop diagnosed my car correctly....the positive battery cable had an issue which impacted the battery. I only needed the battery and the cable replaced and since there was one in my vehicle trunk they used that. The alternator was not impacted and they told me that the alternator is on top and there is NO NEED to remove the axle to reach it if it ever does need to be replaced. Hmmmm....so the labor on this job would not be so much if it is not as difficult as Mr. Greg Hampton stated. The lack of integrity and professionalism he displayed was highly upsetting to me. Trust is something you EARN with proper treatment of customers as well as honest repair. Customers should be able to reach someone at a shop when their vehicle is in the shop. You don't earn trust by handling business in this manner. To have someone of this character representing the company is shameful. I hate to think about how many others have been treated in this manner and remained quiet. I am highly disappointed with the way this was handled. By the way, I had the tow truck billed through Five Star Ford of Plano and was charged $114.75 for this when the car was within 2 miles of them. Towing from Five Star Ford of Plano to the shop in Lewisville was only $91. Wondering why such a big difference exists when the second tow was 20 miles....... Do your homework and take your car to a reputable and HONEST dealer and not this place. If you must take it there....I do not recommend that you deal with Greg Hampton. More

Recently I took my car for a bumper repair. The service manager Keith appeared to be a good and reliable man, so decided to get the repairs done there. Repair itself was average. I had to work with them to manager Keith appeared to be a good and reliable man, so decided to get the repairs done there. Repair itself was average. I had to work with them to get glue off and put the bezels better. After the repairs, went there to pick up the car. As the rental agency is not on the premise, I had to park the car, when I went to return the rental. When I came back noticed that the rear door on driver's side had a big dent. We had inspected the car just before and there were none. They park dealer cars/trucks next and there is no separate area for customers themselves to park safely. There were 2 trucks parked on either side and it was clear it was door from one of the trucks that did the damage. Spoke to Keith. He completely denied that they were responsible and would not pay. This dealership hires others that do dent work to come in and repair. He told me to contact them directly. I insisted that they pay at least half. Then when the repairer came in he spoke to the guy inside and came up with an exorbitant amount of which half he would pay. Even half of the amount was much higher than what cost me when I got the work done with another repairer directly. THIS DEALERSHIP USED TO BE RODEO FORD AND GOT CLOSED DOWN. PROBABLY FOR A GOOD REASON. UNLESS YOU NEED MORE DAMAGES ON YOUR VEHICLE THAN YOU WENT IN WITH, DO NOT GO TO THIS DEALERSHIP FOR REPAIRS. More