Five Star Ford Dallas - Service Center

Five Star Ford of Dallas responded

Jeffrey, We will look forward to seeing you again at Five Star Ford Dallas. Thank you for your great words and endorsement of our service team. Whether you have questions about your Explorer or have an interest in a new vehicle, we hope to hear from you at 972-985-3600. Best Regards, Jerry Thompson, Service Manager

Five Star Ford of Dallas responded

Hello jsp1109, Your candid feedback regarding your service experience is not the norm and I sincerely apologize for the level of service you received. If given the opportunity , I would like to be your direct contact to address your visit. Please reach me at 972-985-3600 or jthompson@fivestarforddallas.com. I hope for the chance to provide the dedicated service you deserve. Sincerely, Jerry Thompson, Service Manager

jsp1109 responded

Well finally was able to get my truck in for service and oil change. Communication was still a problem. Received a call from servicer manager telling me the transmission leak was a bad pan gasket. They would replace gasket, flush transmission and add needed fluid. Said it would be approximately $580 which I verbally okayed. Said truck would be ready next day. Next day comes and goes, no call, so I call them. Find out my truck was ready but there were computer problems between service manager and tech. Now these people are basically in same building. I guess it was too much to ask that the tech walk over and tell service manager it was ready or, gosh, use one of those new fangled things called a phone. Anyways, pick up truck next day. Hadn't been washed or vacuumed. Look over invoice when I got home and noticed that under heading "Following work was recommended but not performed", Automatic transmission flush!!!! Said it was denied by some code they only know. So as of now, I have no clue what I paid for and what was actually done. I have zero confidence in this dealership and won't return.

Five Star Ford of Dallas responded

Hello janicedallas, Thank you for choosing Five Star Ford Dallas for your Ford's care. Randy and I remain available for your questions between visits at 972-985-3600. Don't hesitate to reach out when you have concerns. We are here for you. Take Care, Keith Drake, Service Director

Five Star Ford of Dallas responded

Hello anywaystours, On behalf of Anthony and everyone at Five Star Ford Dallas, thank you for the opportunity to be your auto dealer. We look forward to hearing from you to help with future vehicle needs at 972-985-3600. Safe travels and please stay in touch. Best Regards, Thomas Bies, General Sales Manager

Five Star Ford of Dallas responded

Hello Bbddates, Customer communications is extremely important to us. After completing Ford’s transmission recall, additional work was needed to fix your transmission’s clutch issue that was not covered under their recall. We felt we did everything possible to address the repair on your 2014 Focus which has 94,850 miles, including reaching out to Ford Corporate for their consideration of some goodwill assistance. Needless to say, your vehicle was no longer under warranty and charges would incur which we were willing to do at our cost. We were willing to go above and beyond to work within your capacity for payment and offer a solution. The dilemma we faced was the fact that once we provided options, you were no longer returning our calls. Your refusal to return the loaner made it necessary to directly retrieve our 2021 Ford Escape along with its complimentary toll tag. We always focus on our customer’s best interests and if you would like to continue the conversation, I welcome your calls to 972-985-3600. Sincerely, Keith Drake, Service Director

Five Star Ford of Dallas responded

Hello! Providing a great customer experience is very important to us, and we are sorry that your initial experience did not meet that standard. After polling our advisors, I must request you reach me at kdrake@fivestarforddallas.com or at 972-985-3600. Because of the limited information allowed to us by Dealerrater, we are unable to track your name to directly reach out to you. I would appreciate the chance to work with you to resolve the situation and remain available if you have any further questions or concerns. Sincerely, Keith Drake, Service Director

Five Star Ford of Dallas responded

Cjord16, You have a great car and we really appreciate the chance to help you enhance your ride at Five Star Ford Dallas. Joe, Anthony, and I remain available for questions at 972-985-3600. Let us know when you need our vehicle knowledge at 972-985-3600. Thank you, Keith Drake, Service Director

Five Star Ford of Dallas responded

Thank you, Mitch! On behalf of the Five Star Ford Dallas service team, we thank you for allowing us to earn your business. We appreciate you sharing your experience with us and others and we look forward to servicing your Raptor again in the future. Please reach out to me or Paige at 972-985-3600! Happy New Year and safe travels. Sincerely, Keith Drake, Service Director

Five Star Ford of Dallas responded

Hello Russ, We are disappointed to read that your recent experience was not satisfactory. In addition, we are a bit confused with your feedback since our new state-of-the-art dealership is complete with the most advanced technology to serve our customers. If you would contact me at kdrake@fivestarforddallas.com or 972-985-3600, I would like to speak with you. Our focus is to provide consumers with excellent customer service. Please reach out at your convenience, as I would like to respectfully address your comments. Sincerely, Keith Drake, Service Director

russ responded

State-of-the-art means more than just a nicely decorated place. If you order an item through another company such as Amazon...you can see exactly where that item is located down to the truck it's traveling on. You know exactly when the item will arrive. That is state-of-the-art. I ordered a part from your parts department at lunch time on Tuesday Dec.29th. They gave me the standard 3 business days answer for arrival. I called on Wednesday to find out if this 3 days was going to be affected by the Holidays. The parts manager told me that the part would be arriving Wednesday night and be checked in first thing Thursday morning. I called there on Thursday at lunch time and they said it wasn't there but that they had another truck coming between 2-5 pm that day. I drove down there at 5 pm expecting to receive my part but only heard another excuse that there were 5 or so parts that did not arrive as expected. They said it would come in Friday morning but it was a Holiday and your parts department would be closed. So, that means the part would be there Saturday AM. I call there on Saturday AM and they say the part would not be coming until sometime next week between Mon and Wed. So, does that sound like a State-of-the-art ordering/tracking system to you? Come on man!! 1- Does it really take a week to receive a part coming from Tennessee? 2- No one at your dealership can track a package and KNOW when it will arrive? 3- Everyday I call or go there I get a different answer...great customer service! 4- If you could learn to track a package, you would join the 21st century and you would NOT be setting false expectations for your customers. So, please tell me what you are confused about and please tell me how this process is state-of-the-art and finally please tell me why I would recommend this dealership to anyone.

Five Star Ford of Dallas responded

Thank you, jessbowman, for rating your visit to Five Star Ford Dallas. Knowing you are safe behind the wheel of your Explorer is important to Mark and the service staff. Anytime we can offer our Ford advice, please give us a call at 972-985-3600. We are here to help our valued customers. Thanks again, Keith Drake, Service Director