ComplaintsforFive Star Ford - North Richland Hills

• Initial Complaint

  01/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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 response

  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,
  
  ***************************

• Initial Complaint

  01/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid to have a recall repaired because at the time I didn't know it was a recall. Later when I found out I called ********* and they said go to a dealership, I went to ************************* and they said go to five star. So then five star finally said ok they'd pay it and it's been over 2 more months and I've got no refund and now they are also ignoring me

  Business response

  01/19/2024

  We have tracked down the person who ************************* spoke to and they did not follow our process for these recall refunds.  Our Service Management team was unaware on this until we received the BBB complaint this morning.  The claim has been process and we have cut and mailed a check to ****** today.  Our Service Director, *************************, has also left her a voicemail so he and the employee who did not follow through can apologize.  
  
  ***************************
  General Manager
  **************

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased via financed 2019 **** Ranger (which am still making my last few payments on). From Sam Pack's Five Star ford in North Richland Hills in November 30, 2019. On September 17, 2023 The Truck begun to show signs of Engine Problems resulting in a Check Engine Light and a wrench Symbol to appear on the Dash because of Errors Messages with the *** (PowerTrain Control Module) on the Engine, which then informed me to have the engine serviced . Now on the following Monday I attempted to get an appointment to have my vehicle engine serviced, however instead being able to get an appointment for my vehicle i was rudely informed over the phone that it is not My Engine but my Transmission and that there is at least a 3 week backlog for the transmission. Even Though the **** App on my Phone still says its the *** giving the warning not the *** (Transmission Control Module). Despite any protest i tried was ignored and simply denied getting an Appointment, because she knew it was transmission when all the warnings on the truck say engine, without knowing my Vehicles VIN number or having one of their Techs inspect my Vehicle! Best I was offered was to be put on a waiting List to maybe get an Appointment to service my Truck in 3 weeks for its Transmission, not the engine. whose Powertrain is still under warranty until November of Next Year!This is unacceptable shouldn't have to go to these Lengths to get the service department Personal to Listen! I need their service department to service my truck before the warranty expires, as of now because of the Engine computer i am unable to drive My Truck and I need an appointment to schedule a Wrecker/Hauler to deliver my Truck to the Dealership. Once in their hands my ***************** can get me a rental that i can use for however made up time they will tell me. All I am asking is for them to provide me with service promised when I bought the truck as covered in its warranty and agreements, not to scam and Lie to me!

  Customer response

  09/27/2023

  Better Business Bureau:
  The Business has picked up my vehicle and is currently in their care , I am at the moment awaiting for them to finish working on the vehicle.
  As it stands now..
  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

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a warranty on a vehicle I bought. They claim they can't look at it til January. They also want to charge me 200 just to diagnose the problem that is under warranty. I now have a check engine light. They will try to charge me 200 for this as well. Furthermore, if not fixed and the engine is damaged, that voids the warranty. I want them to fix it asap and not charge me for the diagnosis since the vehicle is still under warranty

  Business response

  11/25/2022

  I have spoken to ****** and explained the $200 charge and how it did not apply as long as the extended warranty approved the repair.  He stated that if we had clearly explained this to him the first time he wouldn't have had an issue.  We have two appointments scheduled for him to address concerns on his vehicle.  He is stated is appreciated the phone call and follow-up and that he was satisfied.

   

  ***************************
  Generall Manager

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a 2017 Jeep Wrangler for my wife here, and it needs to be repaired under their **** **** warranty. Almost a month later I still dont have it back. Every time I call I get transferred to someone that doesn't answer their phone or doesn't respond to voice mails we leave. From what I was told by our salesman it was supposed to be repaired at their service department. It was sent to another Jeep/Dodge dealership nearby. We have not been getting any answers from that dealership except for we can't get any reply from Five Star to proceed under the **** **** warranty.

  Business response

  10/21/2022

  Mr. ********'s Jeep was taken to a Chrysler, Dodge, Jeep dealership for his concern.  It was determined through the diagnosis portion that their were aftermarket parts that were involved in the failure portion of the diagnosis.  The extended warranty company was denying the claim because of this.  We contacted the **** ********* management team on Mr. *********s behalf to arfuwe that neither he or us would have known about the aftermarket parts during our certification because it would have required a tear down of a system that was not shwoing any concerns.  We were able to get them to agree to pay for half of the repair and Five Star Ford agreed to cover the remainder of the repair so Mr. ********* was not out any money.  It is our understanding that the vehicle repair is complete and we have paid the dealership our portion and they were contacting Mr. ********* to have him come pick us the vehicle. 

  
  Joshua Fichter

  Customer response

  10/25/2022

  Complaint: 18195919
  
  I am rejecting this response because: For more than a month my wife went without her vehicle. I made a payment for an empty spot in my driveway. I was told that I would ve reimbursed for that payment and have not seen any evidence of any other arrangements to that. That is not my main issue. The fact that we were patient as long as we were astonished even your own employees. My wife tried for weeks to get answers. She finally threw her hands up and asked me to get involved. Come to find out we are waiting not on the extended warranty. We were not hearing from **** **** at all. This was confirmed by Dodge Chrysler Jeep and Five Star. We already knew ****** had rejected the after market part thanks to the communication from the Dodge representative. She was our only source of information till BBB was involved. 
  
  Regards,
  
  ************ *********

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2013 I purchased a new Ford Fiesta from Five Star Ford, located at **** ** **** **** ***** ******** ****** ****** ***** ************. VIN: ***************** In 2016 I received a recall notice from Five Star relative to transmission failure to shift accompanied by a loss of power. I returned the car to Five Star for recall compliance with the investigation of the Transmission Control Unit. The car was returned to me with no action taken by Five Star. In June 2022 I took the car to Five Star for replacement of the windshield molding. At that time they incorporated a recalled door latch repair, with the assurance that they had inspected all recalled parts. The next time I started the car, it would no longer go into 2nd gear. I called Five Star and reported the problem I was having. They acted as though they never heard of such an issue. As a result, I took the car to a local shop, ** ********** in Hurst, Texas which is in my neighborhood. ** ********** informed me that there was a failure of the transmission control unit, the part involved in the original recall #***** and was still under coverage of that safety recall. I called Five Star again and reported these findings. They acknowledged the that recall #***** was still in effect on my car. They also told me they could perform the repairs….in six months. This will keep my car inoperative into 2023 which is not an acceptable solution to a known issue with the car. I suspect the delay may be an attempt to push the repair beyond the ten year window for the incorporation of this recall. I feel this ‘solution’ is unacceptable by most any standard of procedure. Current condition of the car is excellent, with just over 56,190 miles.

  Business response

  08/11/2022

  We understand no customer wants to hear it will take until next year to get their vehicle repaired. However, we want to be as transparent with our customers as possible and give them the best information we have. 

  At the time they contacted us, we had 85 transmission jobs already in our shop, as well as appointments scheduled months out. One of the biggest reasons of the back log are parts availability issues with transmission repairs. In fact, the TCM, which is what the recall is on this 2013 Ford Fiesta, is having major backorder issues and we have thirteen on backorder in our shop. We have had them on order all the way back to last November.

  This has nothing to do with wanting to delay the repair until the warranty expires or not wanting to do the work. It is purely the reality we are working with.

  We did contact the customer and attempted to further explain, and their response was that the other 85 jobs were not their problem. We don’t feel like it would be ethical business to move their vehicle ahead of the other vehicles already in the shop. We did offer to contact other dealerships to assist them, and they told us to do that and then proceeded to hang up on the Manager.

  Our Service Drive Manager contacted five other Ford dealerships and four of them said it would be at least eight weeks before they could look at the vehicle. The fifth dealer said they could look at it in two weeks, so we called the customer back and left a message with the information and the contact number for to get their vehicle scheduled for the recall coverage.

  We are unaware of if the customer scheduled an appointment with the dealership we provided to them that would be able to address their concern the quickest.

  Customer response

  08/11/2022

  Complaint: 17601027
  
  I am rejecting this response because:

  This response completely ignores far too many things. This recall is years old now, there's no excuse for them to have a half a year long backlog. Further it completely ignores my personal experience with them. I brought it in to have a different part replaced and they told me they checked for recalled parts and that everything was all good. I fired it up and it immediately had transmission issues. When I reported my problem to their service manager they acted like they had never heard of that problem. 

  I brought it into ** **********s and the mechanic there confirmed that it was the recalled part acting up, and so when I called to get it replaced they told me it'd take half a year due to having so many cars needing that work done. 

  Either they lied about having that big of a line, or they lied about not knowing what my issue was to get me to leave and get the repair done somewhere else where they don't have to cover the cost due to their faulty parts.

  Furthermore anyone with half a brain could put together the issue of them 'inspecting' a recalled part and then it immediately having issues the first time the car is started back up. Either they lied about inspecting it to begin with, or realized it needed replacing and stuck it back in anyways.

  And no, even if they have a million billion cars they screwed up, it is not my problem or responsibility. They sold faulty merchandise and it's their legal obligation to correct things. They refused to cover towing. They refused to cover a rental. They played dumb when I had reported the issue to them. They have done nothing correctly. "Oh, your car we sold you is broken for half a year? Tough luck." This is not how an honest business is run, and given that their response ignores everything I wrote above and which I included in my initial report they just don't want to address any of it.

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

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  26th of October 2021. Took my car to get a ford performance upgrade. I bought the part through the Five Star ford dealership and had the dealership put it on. When I got the car back on my way from dealership it started shifting funny and would not go out of 6th gear.. This is a 2021 ford mustang GT with less than 1000 miles on it. I brought it back to the dealership and they tried for over a week to fix it and could not figure out what was wrong. They finally took off the upgrade of performed a reprogram of the car. It seemed to run find for about 2 hrs then the oil pressure started to fluctuate from 10 PSI all the way up to 100 PSI just idling. They need to stand by a product that they endorsed. I am still waiting for my refund for the parts. The only update that I get is when I call, and the answer is always we are wasting for ford performance. I feel like they are taking advantage of a disabled vet. They should stand by their product and services.

  Business response

  11/24/2021

  I have spoken to Mr. ******** and we have resolved his concern about the refund on the parts.  We are not able to get a refund from Ford without the original packaging, but we are going to refund Mr. ******** and work on a solution on our end with Ford.  Additionally, Mr. ******** lost faith in the vehicle and sold it for a loss.  He is going to come in this Saturday and order a new truck from us and we will discount the truck to help offset some of the loss he took on the vehicle sale. 

   

  ******

  Customer response

  11/29/2021

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID 16172340, and find that this resolution is satisfactory to me.
  
  
  Regards,
  
  
  ****** ********

• Initial Complaint

  09/07/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Transaction date was April 19,2021. I'm seeking that the finance department at Five Star Ford process : 1) opt out of GAP insurance 2) opt out of extended warranty Five Star Ford has refused to comply and is nonresponsive.

  Business response

  09/07/2021

  We are very sorry for the delay in getting this finalized.  The Gap and ESP Maintenance were cancelled on 6/23/21 and we have provided copies showing it was processed.  The lender did not take the money from our reserve account where it was set up.  The extended warranty was not cancelled because they thought the ESP that was referenced was the ESP Maintenance contract.  We cancelled that today and used the original 5/8 date which is why the refund amounts are higher than the cancellation quotes.  We have cut a full check to send to Ford Credit instead of having them draft our reserve account to make sure this is handled.  I have attached copies of everything to show this has been done and the check will be sent to Ford Credit on 9/8/21.  Thank you for bringing this to my attention and again apologized that there was a delay. 

   

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

  Customer response

  09/15/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 15829467, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** *********

*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. ↩