Big Star Ford

Conditional Purchase of a 2010 Ford Focus I purchased a used Focus from Big Star in a conditional sale as the vehicle had a vibration. At first the mechanic at Big Star said it was the motor I purchased a used Focus from Big Star in a conditional sale as the vehicle had a vibration. At first the mechanic at Big Star said it was the motor mounts. The motor mounts were replaced, the vehicle continued to have abnormal vibration. We took the vehicle to a different service center for maintenance and were told the motor had significant motor movement and that the motor mounts likely needed replacing. We took the vehicle back to Big Star, after a couple of days we went to Big Star and were told the transmission was the culprit, even their mechanic came out and told us the transmission pressure was off causing the vibration and it was the problem all along. Big Star said they were going to put a new transmission with a 3 yr warranty and that we would be better off with the deal. After almost a month and many calls to Big Star for updates, we finally got the vehicle back. We requested documents on the work, but had to go back to Big Star to get them. Within a few days the vehicle started making noise once again, and began getting worse. Upon inspection of the documents we had to go obtain, I noticed the transmission was obtained from Parts Unlimited, once I looked them up I realized they were a Salvage yard in Pearland. I called Parts Unlimited and asked if they sold re- built or new transmissions, they said no were are a junk yard! As it turned out, it was obvious Big Star had put not one but two junk yard transmissions in our car, the first one burnt up on the mechanic when hevtest drove it. That's probably why they had the car for a month to do the repair. With all of this, we went to Big Star and asked for them to take the vehicle back. And refund if not all , but a acceptable portion of the purchase price. The Sales Manager understood, however the GM would not agree to taking the vehicle back, unless we were willing to get another vehicle from Big Star. I explained we no longer had trust in Big Star Sales or the Service group and wished not to do business w them any longer. Big Star still would not agree to take the vehicle back that they touted had gone through their Service center for inspection prior to being placed on their lot for sale. Ultimately, I elected to take a loss of about $4 on the Focus and went elsewhere to purchase my wife a replacement vehicle. I am sharing my story as a simple caution to those considering Big Star used vehicles or using their Service center. More

Bad customer service Called several times to get pricing on a new truck and never get called back and then when trying to explain to once again another new sales person I Called several times to get pricing on a new truck and never get called back and then when trying to explain to once again another new sales person I basically get told he doesn't want to hear it and if I wanted a price on vehicle or not. Not sure why I recommend so many people to this dealer. More

Don't waste your time, find another Ford dealer Last Thursday (5/28/15) I sent an email to Big Star about a 2015 Ford F-150 that they had on their website and asked if it was still available. I qui Last Thursday (5/28/15) I sent an email to Big Star about a 2015 Ford F-150 that they had on their website and asked if it was still available. I quickly received a response from Diana saying it was available and she asked when I could come down to the dealer. I exchanged a few more emails with Diana asking her several questions but never really got an answer to my questions. I ended up making an appointment to visit the dealer on a Friday (5/29/15). I went to the dealer and ended up dealing with Ray and one of their sales managers (Bobby I think). We discussed what I was looking for and they took me for a test drive. I loved the vehicle and told them I wanted to make a deal if I got the right price for my trade-in. So while they were evaluating my trade-in Ray searched for vehicles that had the options that I was looking for and found 3 in the area. They came back with an offer for my trade-in that was $2000 less then a I wanted. After talking for a few minutes the sales manager said he would find a way give me what I wanted. And told Ray to "go make it happen". I left the dealership thinking we could make a deal and I was also impressed at how helpful Ray and the sales manager were... I thought it was a pleasant experiance. I was expecting a call from Ray on Saturday (5/30/15) with an update on the vehicle I was looking for... I never received a call from Ray. Instead I got a call from Diana asking how my meeting went on Friday, I told her what was going on and she said she would follow up with Ray and call me back... she never called back. So on the following Monday (6/1/15) I called Ray around noon, he didn't answer so I left a message. I then called Diana and asked her if she talked with Ray... she said she sent him an email and then proceeded to check her email to see if he replied... he didn't. Not sure why she didn't go find Ray if she planned to me call back. Diana said she would go talk with Ray and call me back in 10 minutes... she didn't (do you see a trend here?). So later that afternoon I sent Ray an email (I used the email on his business card) and I immediately go his email kicked back because it was an invalid email address. So then I sent Diana another email and she did reply and said that she talked with Ray and he was planning to call me and she would follow up with Ray to make sure he called... he didn't. Tuesday morning (6/2/15) I called Ray again and left a message and of course I didn't get call back. I sent Diana another email and didn't get a reply for her. So I sent the GM, David Premazon, an email asking for a response from his sales team and as of now no response from David. So this now leads me into another bad experience that I had with Big Star last May of 2014. I went into the dealer on a Saturday, I was looking for a 2014 Ford Explorer. I was dealing with Jacques. I told him what I wanted and he found it at another dealer. We proceed to make the deal, I went through financing and singed all of the loan paperwork. They had to pick up the car at another dealer and said it should back at Big star on a Monday but I couldn't pick it up until Tuesday because I wanted window tint and they needed time to install it. I was OK with that and I left my trade-in at the dealer and they gave me a loaner. So on Monday I called to see if they if they picked up the car and I was told it wasn't there yet. I called back on Tuesday and I was told that the car I purchased had already been sold. Keep in mind I had already completed all the financial paperwork (which included the VIN #) for the new car. I was not happy and told them I am coming back to pickup the car I was trading in. I arrived at the dealer and they made me wait for about 20 minutes and then came back and told me my trade in was sent to another dealer to sell. I was furious! They said they would call the dealer and have them bring it back... took about 2 hours. Finally I got my trade in back, and it still had my original plates on the car as well as 300 extra miles that they put on it. So before I left I spoke with the new GM, David Premazon, and he apologized and said he would fix it. So eventually they found an explorer that was similar to the one I thought I purchased and said it was on a truck and should be at the dealer within a week. I called back in a week and was told it would another few days, and then another few days, and then another few days... and on and on. After all the runaround I then gave up. So after my first bad experience I should have learned my lesson and I should have never returned to Big Star. They only reason I gave them a second chance was because they had a new GM I was hoping things would be different under new management. Wish I would have found this site before I went back the 2nd time...Stupid me! I see replies to the negative reviews telling you to contact the customer service manager so they can make it right but they actually do that? They should make it right the first time. More

Stay Away I had a good experience with the salesman Dwayne Daniels, but the manager is a complete xxxxxxx. When I didn't like the first offer he came with he go I had a good experience with the salesman Dwayne Daniels, but the manager is a complete xxxxxxx. When I didn't like the first offer he came with he got mad and refuse to shake my hand so I took my business elsewhere. More