Annette Congrove

My experience with Five Star Ford has been extremely disappointing and, frankly, unacceptable for a dealership that represents a major automotive brand lately. I purchased a very expensive truck back disappointing and, frankly, unacceptable for a dealership that represents a major automotive brand lately. I purchased a very expensive truck back 2019/2020 have made a conscious decision to get all my service and maintenance at a place I value my vehicle and expect factory-trained technicians to perform the work properly. Unfortunately, that expectation has not been met. During my 120,000-mile service appointment, I was billed for having brakes and rotors replaced. However, come to find out when I returned for my 156,000-mile service, I was informed that the front brakes and rotors had not actually been replaced at the 120k service as I had previously been charged for. Record shows they supposedly replace the back brakes and rotors. When I raised the issue as to why did they replace the rear brakes & rotor instead of the front (since front wears down faster), they could not answer it that. The dealership then offer to replace my front brakes and rotors complementary if I go ahead pay for the rear brakes & rotors again which I did. So here we are now roughly 20,000 miles later the brakes and rotors are shaking every time I brake—an issue that strongly suggests the installation was not performed correctly. When I brought this to their attention at this current service of 176k , I was told that the front brakes and rotors are out of warranty at only 20k miles driven since replacement occurred at 156k. To make matters worse, they want to charge me again for the replacement. I further proceeded to ask the service manager a question, why was I able to get 156k miles on the original front brakes and rotors but can’t get it to last 20k miles on the replacement installation your Five Star perform & and he couldn’t answer that but only that I would be charge again if I want i want to move forward. What makes this experience particularly frustrating is that I have been a loyal customer going on 6 years and I only take my truck to this dealership and have trusted them with every service appointment. The level of professionalism, accountability, and customer care I have encountered here has been nothing short of horrific. For a dealership that claims to provide premium service, the reality has been the complete opposite. Based on my repeated experiences, I would not recommend Five Star Ford service department to anyone looking for honest service or a dealership that stands behind the work it performs. Minh More

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I had my truck here for some service issues, and it was here for at least a month without any communication to me about what was going on. At one point they gave it back to me with the whole screen and con here for at least a month without any communication to me about what was going on. At one point they gave it back to me with the whole screen and control modules pulled out. More

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