Five Star Ford - Service Center

Collision/Service I am not new to the car dealership industry as I grew up in car dealership in CT where my father was a car dealer. We bought our vehicle at 5 Star Fo I am not new to the car dealership industry as I grew up in car dealership in CT where my father was a car dealer. We bought our vehicle at 5 Star Ford in 2009 and have loved it ever since. In 2011, I was in a car accident (I was not at fault) and we took our Explorer to the Collision Center where we met and dealt with Craig Lipscombe. Now this relationship was not without incident, but Craig did in fact take care of everything. Recently, we were rear ended and brought our vehicle back to the Collision Center. We spoke with Lee on the phone and brought our explorer in that evening. Not only did he treat us like we didn't matter, but he basically told us false information of what was wrong with our vehicle. HE was to send the Explorer over to service for them to "look" at it. On Friday, we were at a crunch time and had to return our rental, we needed to know what was wrong with the vehicle. WE had to follow up with him in the late afternoon. We were not advised that it was transferred from the Collision Center location to the Service Center location at Rufe Snow. When we finally arrived at Service, we encountered Sean. The vehicle had not even been "looked" at and it was going to be Monday before it was. He made it a point to almost yell, that it was not a good idea for us to take our explorer because it was unsafe to drive. Honestly, if he hadn't even looked at it, how would he know this? He made sure almost every one within a 30 ft radius could hear him say this. Not only did this infuriate us, it was embarrassing. How can you say the vehicle is unsafe if it hasn't been checked by a tech? How can you make us wait for our vehicle over a weekend to be looked at, leave us with no form of transportation? I can honestly say this was not handled very well. Since we mentioned to LEE about the noises, this should have been sent to service immediately to verify work required and if it was a detail overlooked by insurance. Not take care of body work first. IF it was so unsafe, why wouldn't we have been called immediately when it arrived at Service? POOR communication to us. If this is indeed from the wreck, and we are having it reviewed by another service location, might 5 Star Ford's image be tarnished? Maybe it should have been 5 Star to get our rental extended and speak with an adjustor from insurance. Not leave all the stress to us. More

Service visit I drove to the dealership for service on a minor interior cosmetic issue. I met with Chad Ritter and he took my new truck, had it serviced and returne I drove to the dealership for service on a minor interior cosmetic issue. I met with Chad Ritter and he took my new truck, had it serviced and returned it within an hour. I was delighted with the repair and very pleasantly surprised; Chad refilled my gas tank, due to the distance I had to drive! After that, I quite accidentally ran into Jimmie Mathews. Mr. Mathews is the Sync Squad Manager or the '" Technical Nerd" as he called himself. We talked for a few minutes and he assured me he could get my old phone to work with my new truck. Jimmie took my old phone and was able to synchronize it with the digital technology of my new F150. WOW! I had no idea my extremely old phone would even do that. Both men were incredibly patient, knowledgeable, and treated me as the only customer in the store that mattered to them. I'm very impressed with these two men and how I was treated by each. More

Bad Information I came into the service department to ask where I could find the keyless entry code for my 2011 Ford Flex. I was told by a service member that I woul I came into the service department to ask where I could find the keyless entry code for my 2011 Ford Flex. I was told by a service member that I would have to pay $37.50 and wait two hours so my car could be connected to a computer to acquire the information. In actuality, the code is on a sticker on the junction box under the driver side dash. I experienced this same type of deception when I had my Excursion and needed to synch my fobs to my vehicle. They told me they had to connect it to the computer and it would cost me $149.00 In reality all I had to do was turn the ignition back and forth numerous times until the doors locked and unlocked, then press the fob to synch. Took all of 5 seconds. No computer required. Do some research before you ask for any help from a dealership that only wants to take your money. More

2015 Taurus MyFord Touch w/Sync iPhone Issues My wife and I live in Bhm Al and purchased the car at World Ford in Pensacola Fl. I was having iPhone issues beyond the basics. I began searching the My wife and I live in Bhm Al and purchased the car at World Ford in Pensacola Fl. I was having iPhone issues beyond the basics. I began searching the web and ran across Jimmie Mathews at Five Star Ford. I called the dealership and was immediately transferred to his cell phone (which he answered). That was my first pleasant surprise. After answering my tech question, Jimmie offered to email me his Power Point presentation that he uses for his classes. I could not get over how much he was willing to help since I live 1000 miles away and am not in his market. He has continued to offer his help since then. This is a great service for Ford owners! And Jimmie and Five Star Ford definitely understand "customer service"! I may not live in your market but I am a loyal Ford owner over my 44 years of driving. Thank you and God Bless! More

Robert Saves the Day I recently had an issue with my Ford Explorer. After working through it, it appeared that it would not be covered under my warranty. I was very upse I recently had an issue with my Ford Explorer. After working through it, it appeared that it would not be covered under my warranty. I was very upset about that and worked with Robert to resolve the issue. He did so to my full satisfaction in a quick and professional manner. I look forward to working with him again. More

No unpleasant surprises just good service My truck started making a weird noise and I was afraid they weren't going to be able to find and/or fix it but, the service team nailed it first try. My truck started making a weird noise and I was afraid they weren't going to be able to find and/or fix it but, the service team nailed it first try. I thought it was going to cost me a lot of $$ but, it was covered under warranty - no charge. They never tried to oversell me anything which was a nice change of pace. They did however look my vehicle over and were able to find that my battery was weak and needed replaced. I paid for that with no problem at all doing so. I was very pleased that they took the time to test it. I'm pro-active with maintenance so, I appreciate the extra effort. This was my first visit to the service department at 5Star since I bought it there. The F150 has been great for 40,000 miles. I'll be back ...either for more service or a new 2015 (or 2016) - Thanks! More

Great Service Rep Service Rep Ron Greene was most helpful & straightforward in identifying the problem with the brakes on my 2012 Ford Edge. Ron - Thanks for your care Service Rep Ron Greene was most helpful & straightforward in identifying the problem with the brakes on my 2012 Ford Edge. Ron - Thanks for your care and concern and the follow through with phone calls to keep us updated regarding the problem and service required. More

Getting a New Edge Crystal Sanders and John Little were professional and very courtesy to deal with. Also would like to commend Tony Snyder for making my wife smile dur Crystal Sanders and John Little were professional and very courtesy to deal with. Also would like to commend Tony Snyder for making my wife smile during all the paper work All three of them were a pleasure to work with. l will recommend them very highly to my friends More

Routine Service with a Smile I was impressed again with the level of customer service that I received when I brought in my Ford Fusion for some basic maintenance. I was treated j I was impressed again with the level of customer service that I received when I brought in my Ford Fusion for some basic maintenance. I was treated just as if I had bought the car. I was informed when my car would be ready and called when it was done. They even gave me a courtesy wash! I can't wait for the next appointment. More

"Sister Stores" I purchased my Ford F150 July 1st 2013 and need to go back to have my auto butler reapplied but i have recently moved to Grapevine and did not really I purchased my Ford F150 July 1st 2013 and need to go back to have my auto butler reapplied but i have recently moved to Grapevine and did not really want to drive all the way to NRH since there are closer 5 star ford locations. I called the Lewisville location and they don't even have the auto butler service so I called the Carrollton location. The service rep had no customer service and told me that i could bring my truck in but i would have to pay for the chemicals to get the auto butler reapplied to my truck even though i have already paid for it when i purchased my truck. When i told him i already paid for it he explained that i only paid for it at the NRH location so i commented on the fact that both of the dealerships are 5 star ford owned by Sam Pack. The service rep then went on to give me this huge explanation on how each dealership is an individual company within it self because the state of Texas will not allow the owner to have multiple Sam Pack 5 star ford locations blah blah blah. Upon hearing this I called the NRH location and spoke to Jonathan Pankrez, who always provides top notch customer service and always takes care of me. I explained to him the situation and he went above and beyond to make me feel like a valued customer and he is the reason that I don't mind driving all the way to the NRH location. Jonathan makes sure that he makes every single one of his clients feel valued and appreciated and he is the prime example of why the NRH location is the best location in DFW. If the "sister stores" were smart they would have all their employees try and emulate Jonathan so they could be as successful as the NRH location. I will continue to make the drive to the NRH location so that I will keep receiving top notch customer service that i have become accustomed to thanks to individuals like Jonathan. More