ComplaintsforFive Star Ford Lincoln

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  During 5-Star's possession of my vehicle someone opened a beverage in it and it spewed throughout the roof interior. 5-Star Customer Relations Manager promised to clean my vehicle and the request was denied by the Service Manager. Supportive documentation is provided.

  

  Business response

  11/07/2023

  Customer will be here on ******2023 to have her car cleaned.

  Customer response

  11/09/2023

  
  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.
  
  Sincerely,
  ****** ******

  Customer response

  11/09/2023

  Correction:  5-Star noted I would be in on ******2023 however it should state ******* ******** *** 900 AM.  Thank you so much for your assistance.  

• Initial Complaint

  07/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Unprofessionalism of 5-Star General Manager and Service Manager. Continuing conflicting information received from them and excessive charges for repairs/resolution. .

  

  Business response

  07/08/2023

  Thank you for reaching out and we are sorry for your experience. That is not the way we have trained our team to do business. Both employees you had poor service from have been reprimanded and it has been documented as well. The fact that you told *** to get pictures for you and he failed is unacceptable and we are sorry. *** stated that you had approved the work and that he would get you the pictures to send to the insurance company. We do appreciate your business and trusting us to take care of your Ford F-150 and are sorry this is the level of service you received as this is not our standard.

  Customer response

  07/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: is a typical response from those who provide poor service!   I seriously doubt that anyone was reprimanded as one of the primary individuals who gave me false information is the General Manager of the dealership....so who would reprimand him!  They each gave me false information and charged exorbitant fees.  Am now aware that I could have gotten better service with a more reasonable fee.at another dealership.  Am awaiting response from **** ***** ******* (not local dealership) has to say about the issue.  I will not be going back to Five Star and will certainly not recommend their dealership...if there was such a thing as "no stars for service instead of just one"....they would certainly get it from me.  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our Ford Focus was towed there *** **** **** to get a *** reprogrammed due to a new one being installed. We installed a new one due to the old one going out and not shifting gears like it is supposed to (common issue with the 2012 Ford Focus). We picked the vehicle up on **** ** and was told it was reprogrammed, shifted like it should, access to all gears, but it had a shudder that resulted in a test, and would need a clutch at some point in the future. On the drive home (about 10 miles) the transmission started slipping and lost all gears except for first. We returned the vehicle to Five Star to get the clutch, reprogram the ***, or anything they could find wrong that wasn’t found the first time in the service department. On that day we were told the parts would not be an issue and they could order them. They also advised we bring the old *** in to verify programming, this part is with them resulting in a $300 core charge that we are unable to collect back from the part store. On approx ** **** we checked on the status(in person) and was told it would be done by the end of the week. The date came and went and nothing has changed. On **** **** we went in person to check on the status of the car and noticed it had not moved from the initial parking spot. That day the service advisor “talked” to the service tech and told us that it would be in the bay that evening or first thing in the morning and done by ******* **** ****. My wife called this morning to inquire about the vehicle but was told a service advisor would call her back. She did not receive any call back so I went to the dealership in person to see what the issue was. The car is no longer in the original spot but out back in the fenced-in section near the road that goes between the dealership and ****** *******. There is no record on the ticket of any work being accomplished on it and no parts ordered against the ticket. The only service advisor working asked me to give him until tomorrow to get an answer due to managers and above being in a meeting. To say the least I am extremely disappointed in the workmanship that has transpired in this ordeal. The service advisor’s are nice and professional but either they are lying to us on when everything will get done or the service techs are lying to the service advisors on the customer’s vehicles. This is unacceptable.

  

  Business response

  06/23/2023

  On **** ** **** we spoke to Mr. ********. We discussed the concern with the transmission. I stated that the problems we are having are internal to the transmission and replacing the clutch would not solve the problem. Informed Mr. ******** that we would open the transmission to find the failure and go from that point. Either catastrophic failure or repairable to ensure he received the answer no later than *********. We both agreed on this stated time frame. Mr. ******** would be called with the repair information at that point to confirm decision on repair. We will be contact with Mr. ******** consistently over the next few days. 

  Customer response

  06/28/2023

  
  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.
  

  The Dealership has fixed the vehicle and remedied the issue at hand after all this went through. Currently there is no further issues besides the headache this has produced due to the lack of adequate communication.

   

  
  Sincerely,
  
  ********* *********

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They repaired my transmission. I picked the car up from their *****23. When I got home and did a walk around of the car, I noticed a dent on top of passenger side front fender. I also noticed gaps on both sides hood and fender. The gaps were large enough for to look under the hood without opening it. Also the hood ajar light came on. I contacted Ford and was told to bring the car back. They contacted a mobile dent repair company and he came to my house on ****/23. He repaired the dent, but said that he didn't fix hoods. I contacted Ford and told them about the hood ajar light being on and the mobile repair guy saying he didn't fix hoods. The told me to drop the car and leave it so they could take it to their collision center on *****23. They called and told me to come pick up a couple days later. The service advisor, Prenell S***** said they were going to order a new hood and hinges and it would take a week to arrive. He said it didn't make sense to leave the car there, and for me to take it home. They would contact me when the hood came in. It's been over a month now, and everytime I contact the service advisor,, I can't get any answers. He always say let me check on it, and I never hear back from him. The 3rd time I contacted him, he said the only information he had was emails of the company personnel discussing it, and that he would send them to me, he never sent the emails. I reached out to Ford Cooperate, but haven't heard back from them either. I dont know what else to do.

  

  Business response

  05/30/2023

  We are sorry for the breakdown in our communication. We will call you shortly to arrange the repairs and schedule accordingly with our body shop. We are thankful for your business and allowing us to make this right. 

  Customer response

  05/31/2023

  
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  01/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband went to purchase a vehicle and was hounded to give out my information and was assured it would not be used in any way shape or form, they then proceeded to run my credit 6 times without any type of permission verbal or signature wise. When I contacted the business to right this wrong I was met with laughing in my face and being told my credit was never ran, I have emailed them to no avail to fix the situation and I am over it at this point. Elvis has repeatedly laughed and brushed off my complaint.

  

  Business response

  01/17/2023

  Good morning Mrs. ******* - We apologize for any misunderstanding we may have all had. When your husband purchased a vehicle from us a few months ago our salesperson spoke to you to get your credit information to explore adding you on the loan to help get a better approval for the ******** We ended up getting an approval that worked for your husband and the bank without your information being on the loan. Elvis has emails exchanged with you and he didn't laugh in the emails or over the phone as this is not a funny situation. Thank you.

  Customer response

  01/18/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I want it removed from my credit, you did not have my permission nor speak to me or anything to get my permission. Yes you have the emails from this Week, but where is the proof of me giving whoever written or verbal consent on ********?

  Sincerely,
  
  ***** *******

  

  Business response

  01/20/2023

  Good afternoon -

  We aren't here to argue anymore. To help remove this inquiry asap please click the 'dispute a hard inquiry' on the ****** ***** screen that you sent us. Then we will get a letter and we will authorize the letter and send back. Same with **** Credit. Thank you.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On ******** my mom and I stopped at Five Star Ford in ****** ****** ** just to look at their vehicle's. Found a truck, got some info about it, and went home. On ******** I test drove the truck. The sales person sat behind my mom so when I was checking the windows he could put that one up it's not fully functional. I signed paperwork. I understand that it's sold as is, but you would think that a dealership would have checked the tag lights and the speedometer and other functioning parts to make sure their customers are safe. Two days after I signed paperwork ******* the speedometer flat lines as I was driving. Talked to sales rep scheduled to bring truck in for them to look at on ******* ****. Went in for the appointment and ended up talking to a manager. They fixed tag lights and changed my oil. Took 3hrs. Was told they would call me when the cluster got there for my dash so they can change it out. On ******** (I believe) I stopped in cause I haven't heard anything and was told they would call me. ******** truck runs hot. Husbands finds what looks like pepper or fine sand in radiator cap. ******** I stopped back in to tell them about this. Manager says what u want me to do I can't build you a new truck!! I told him I get better vehicles by going to some Joe blow off of the street then apparently from a dealership. The manager then States well I wasn't the original manager over the deal I was just helping the other manager out and you. So I asked to talk to the other manager but he wasn't there he brb. I was going to wait until he got back, but got a phone call and had to leave. The other manager said that he would call me. I made sure they had my number. Today ******* the truck has ran hot again!! I still haven't heard from the manager nor service!! I understand I got it as is. But there is stuff that's going on that the dealership should've taken care of!! Today I'm going back up there! I haven't even made my first payment! Called the GM of the dealership. Nothing!

  

  Business response

  01/04/2023

  Good morning Mrs. ***** -  We will reach out to update you on the status of the cluster. We can also look at some of the issues this truck may be having although it was sold and purchased AS-IS due to the age and mileage of the ********.

  Customer response

  01/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:       Yesterday, I went back up there because this is not a dependable vehicle. They did promise to put me in another vehicle, I do not have the vehicle as of yet and I am waiting for them to contact me about the availability of the car.
  
  Sincerely,
  
  ***** *****

  

  Business response

  01/06/2023

  Mrs. ***** is here now to pick up a different vehicle. We worked it all out and everyone is happy. Thank you for your business!

  Customer response

  01/13/2023

  
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *************************** I received a recall for my 2021 ********** for "Gateway Module Reconfig" that affects my remote start which has not worked since buying it brand new off the lot. Salesperson said it was my phones fault that my Ford pass didn't work ( I had a newer phone then they did) my phone was not the issue. When I started this process in May 2022 I got mixed answers. First, a part needed to be ordered. This was diagnosed over the phone. I made an appt to have it fixed only to be told they did not order the part, they were to order it that day. Few weeks go by I ask for a follow up on the part only to be told it just needs to be brought in to update the software. Made an appointment to fix the recall and have my oil changed. Got a call the truck was ready only to find out nothing was done to fix the recall issue. Stayed up there for hours waiting on them to update it and was told to call ford pass myself to fix the issue. Boing how this would turn out I stayed there with ford pass costumer services for them to say it was a bad TCU module. Told Kenneth that as he was leaving for the day and he said in front of a technician he would order the part. Another ford employee came out asking what was going on and that he would make sure that part was ordered. That was ******** Did a follow up on ******* only to find out the TCU module still has not been ordered. I have asked for an order number for reference numerous times only to be told we will order it and give you the info later today********** It is 6 pm and have not received any information.

  

  Business response

  10/13/2022

  Business Response /* (1000, 5, 2022/10/11) */ Good afternoon Mr. *******. We are sorry that we haven't communicated as much as you would have liked. Scott stated he has exchanged quite a few emails with you detailing part numbers and that the current status of the part that you need is still on backorder. We haver reached out to Ford to try to get this escalated for you in the hopes we can at least get an ETA for this part for you. We advised you to try to call Ford yourself because we have found that sometimes when they hear directly from the customer things happen faster. We want you to know that this is a priority for us and we want to get the part here ASAP for you. Consumer Response /* (3000, 9, 2022/10/12) */ The communicators been fine, the effort to actually order the part is the issue. I received an email from Scott on ******** at 6:40pm stating the part has been ordered. I was never told to reach out to Ford to try and expedite the order. 1. A customer should not have to do that. 2. Even if I did, the part was just ordered on ******** at 6:40 pm. After I received the email of it being ordered (which I have been told multiple times by multiple people) I asked for a reference number from the order and received one ******** at 7:38 AM

• Initial Complaint

  08/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I attempted to finance a vehicle with them through a bank source that I was advised that they own. Spoke with the internet manager by the name of *****. After I completed the application, ***** told me that I would have to make a $3,000 down payment on the specified vehicle. I requested proof of the said requirement, in writing. Then I also asked if they participated in the truth and lending act. Which resulted in no response whatsoever. I am extremely unsatisfied at the service and irresponsibility of the salesperson.

  

  Business response

  08/25/2022

  Business Response /* (1000, 5, 2022/08/19) */ Good morning. The down payment was a requirement from the lender based on the vehicle you selected and your credit history. According the the ************* you haven't financed a vehicle before and have had several late payments as recent as this year. All of these are contributing factors to lenders wanting money down to reduce there risk in lending money. We are sorry you are unsatisfied. We have done nothing irresponsible. Thank you for the opportunity to serve you. Consumer Response /* (3000, 7, 2022/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) During the conversation that I had I requested that information in writing and you refused to provide that information. Instead you consistently continued to tell me what you already have. I just requested the information in writing from the lender stating that the specific $3000 amount was required. Business Response /* (4000, 9, 2022/08/23) */ See attached. Consumer Response /* (2000, 12, 2022/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My son and I bought him a truck, a 20** Ford ****, ******** *, 2021. At the same time, we bought a warranty that is good for two years. The transmission started slipping so we took it back to them ****** *, 2021. At that time, another transmission was put in and on ****** **, Invoice ****** was paid. The service person wrote on the invoice that the transmission had a 3 year unlimited warranty. On ***** **, 2022, we again took the truck back with this transmission slipping. At that time, they said it was a sensor and on ***** **, I paid $329.32 for the sensor because it wasn't covered on the warranty. However, this did not solve the problem and on *** **, 2022, we took the truck back to the shop for repair of the transmission. The truck has been there 7 weeks today and we cannot get any satisfactory answer on when it will be repaired. My son needs his truck!! A week ago I was told that they think it might be electrical. We do not agree with this. Obviously, they put in a bad transmission. Can you please help us resolve this issue. I understand that everyone is having labor and parts issues but 7 weeks!!! And no returned calls !!!

  

  Business response

  07/26/2022

  Business Response /* (1000, 5, 2022/07/14) */ Good morning - we are in the process of diagnosing your truck. The truck drives fine most of the time and will act up occasionally when a bump is hit or after coming to a stop. We currently do not think this is a transmission issue. The problem goes away after you turn off and turn on the car and comes back intermittently- which makes diagnosis a challenge. There are no codes in the computer which makes this a further challenge. We are all very sorry for this problem but we are working hard to figure out what is wrong and how to fix this for you. Consumer Response /* (2000, 7, 2022/07/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) The complaint I filed **** ** against Five Star Ford in Warner Robins has been successfully resolved, I am Very glad to report. An employee contacted me on ****** the **** and assured me they were working diligently to discover the problem With my truck and get it repaired. Today, **** ****, he called again right after lunch and told me that it was Fixed and that we could come get it. He explained what they had finally decided was the issue and he said that He had driven it and it ran perfectly. When I asked what the bill would be, he told me absolutely nothing because of The nightmare that the situation had been. We went to Warner Robins and got the truck and my son said it ran Fine. no problem coming to his home and then to work. Which is about 60 miles. Thank you so much for your help in resolving this matter. I had called and complained for weeks, but when you contacted Them, they finally did something!! Sincerely, ******* *****

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle in to ******** **********r to have a diagnosis done and the brakes replaced. Once they completed the brake job they told me that I need new spark plugs and coils. They gave me an initial quote on doing the work, but it was overpriced so I decided to take my vehicle back to the dealership. I then took my vehicle into the Five Star Ford/Lincoln Dealership service department to have them diagnose why my vehicle was skipping while we were on the freeway? My vehicle didn't have a check engine light on, but I was trying to be proactive. Five Star quoted me $686.57 to replace 8- spark plugs and 8- ignition boots on*** JAN 2022 after doing their own diagnosis. After I got my vehicle back, the vehicle still exhibited the same issues. I tried to see if it would go away after a couple of days but it didn't. I took it back to Five Star. The Shop manager examined it and determined that it needed a new torque converter. He wrote me a quote for over $2600. I declined to have the work done and decided to take it to ************************************ Based on Five Stars professional diagnosis, I paid ********************************* $1200 to replace my torque converter. After the work was complete, I once again drove my car and experienced the same issues. I took the vehicle back to ******. The certified tranmission technician then informed me that the torque converter wasn't the problem. He said that it looks like you needed a tuneup! So I returned back to Five Star. The same shop supervisor did another diagnosis on my vehicle. He now shows me that the car says the coil #1 & #8 are failing and plug #5 might be backing out. I'm now confused because shouldn't you have caught this in the original diagnosis? I remind him what he originally told me about the Torque Converter being the issue. He then tells me that, they did the same diagnosis at that time and the torque converter was identified as the issue!

  

  Business response

  06/29/2022

  Business Response /* (1000, 5, 2022/06/29) */ Mr. ****** first came in to our service department January *** of this year. He came here after another shop declined to work on the spark plugs/tune up on his motor due to the difficult nature of that repair. We changed the spark plugs and coil boots and set timing to factory specifications. The total bill was $686. During you initial visit we thought you may need a torque converter at some point due to us driving your vehicle. 6 months later when you returned you had a misfire in cylinder 1, 5 and 8 according to the ******** computer- when the engine was under load. At that time we recommended coils. The repairs we have charged for have been needed and help resolve some of the issues we have had. We cannot be responsible for work or repairs that other service centers have completed. Consumer Response /* (3000, 12, 2022/10/20) */ In 2021, I took my 2007******** ********* in to have them diagnose a hesitation issue I notice when trying to pass vehicles on the highway. There was know check engine light on but I wanted to get a professional to look at it. 5 star ford took my vehicle in an determined that it need a tuneup. I agreed to having it done because my vehicle hadn't had one since it was purchased and the mileage was on 100k. So they shop took my vehicle into the shop I paid for the work and when they brought it back. (Through all of this confusion I never got my defective spark plugs from them.) They said that they could get one of the spark plugs out but I could bring it back tomorrow for them to finish the work. I agreed, but when I started it up and gave it gas it began to jerk and shake like the engine was about to fall out before I could even get 20ft. I immediately stopped the car and notified the service rep and mechanic that I couldn't except my vehicle in this condition so they took it back into the shop. The shop foreman or supervisor told the tech to perform some type of special procedure that would heat up the spark plug to make it easier to remove. When I got the car back it wasn't shaking or jerking, but I was still experiencing the same issue I thought that they were repairing. So I waited a couple of days before I took it back. The shop foreman or supervisor told me that it wasn't the spark plugs it was the "Torque Converter." He then proceeds to quote me over $2500 to replace it. I declined and decided to get the work done by Houston Transmission. Once I received my vehicle it was still doing the same thing! I took it back the HT and he said it look like it needed a tuneup! So I went back to 5-Star. The shop foreman or supervisor showed me that spark plug 5 & 8 where not bad. So he went on to say that it as the Coils! I've had the coils replace only to discover that the spark plugs were not seated correctly! And now I might need a new ENGINE! Refund; Finish the job; I need to be compensated for all of the repairs and time spent as a result of listening to negligent diagnosis and for my vehicle to repaired! Business Response /* (4000, 14, 2022/10/21) */ Good evening Mr. ******. We are first and foremost sorry that your ********* is giving you problems. We have had your vehicle here a few times and made several recommendations as to what your ********* needs to fix some of the issues you are having. WE have recommended a torque convertor and you declined this with us but got the repair done at another service center. About 4,--- miles passed and when you brought it back we recommended coils due to misfires in 3 of your cylinders and you declined. Some of these issues have spanned 7 months and you have declined the repairs so we can't be responsible for damage you have from driving a vehicle that you haven't repaired.

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