"A Dream Becomes a NIGHTMARE!!!"
Since 2012, I have been a loyal customer of Sam Pack’s Five Star Ford, purchasing three new vehicles from their dealership to-date. The first vehicle I ever purchased from them was a new 2012 F-150 XLT back in July of 2012, and my experience was so outstandingly good, when it came time to procure another vehicle, there was no hesitation or doubt in where I would be purchasing from. Fast-forward to 2014, and I purchased a new Ford Focus from the same salesman, Oleg Pilipovski, who had helped me with my truck. Again, my experience exceeded any and all expectations. Fast-forward once more to August 11th of this year, when I purchased what will unfortunately be my third and final vehicle from Sam Pack’s Five Star Ford: a 2018 F-150 Platinum Edition.
It’s true what people say: people typically only leave reviews for businesses when they have a negative experience. Why is that? Well, at least in the terms of this particular instance, I feel my repeat business and over $100,000+ in purchases was more of a testament to my satisfaction as a customer in contrast to what any online review of my experiences could begin to describe.
On August 11th, 2018, I decided to again visit Five Star Ford in Carrolton to test drive a truck I had found on their website that I was interested in buying. I live in Denton, with Bill Utter Ford less than 5 miles from my home, but I was determined to give my business to the dealership that had earned it time and time again. Upon my arrival, I was extremely pleased to see my old friend, Oleg Pilipovski, the terrific, personable salesman who had helped me twice in the past. We loaded up in the truck, went for a drive, and it wasn’t long before I had made up my mind: this truck was going to be mine. Oleg and I parked the truck, re-entered the dealership, and began the most grueling part of any car-buying experience: the negotiation. Fortunately for me, I came prepared, and I intended to purchase my new truck with cash. That certainly shortened the negotiation process, and although I don’t feel I received the best deal possible (I obviously have no way of knowing for certain), I’m satisfied with the price I paid. Oleg once again provided me with an outstanding car-buying experience; five stars and a round of applause to that gentleman.
Something I learned on that day is when you pay for a vehicle with cash, the financing office portion takes about 3 minutes to complete — piece of cake. I wire transferred the funds and was informed my title should be arriving in 4-6 weeks. I left the dealership in my brand new dream truck with an ear-to-ear grin.
HERE’S WHERE THINGS GO AWRY!
About a week later, I received a phone call from Oleg stating that due to a mix-up, nobody had performed the state inspection on my truck, and that before they could complete the registration, I had to bring my truck back up to the dealership to have that service performed. Although this was annoying and inconvenient, I understood that mistakes happen, so I scheduled an appointment and decided not to make a fuss of it. On the day of my appointment, I made my 44-mile round-trip commute back to the dealership so they could fix their mistake. Upon my arrival, I was met at the service desk by Clay Young, who took my keys and said he would call me upon the completion of my service. About a half-hour into my wait, Clay found me in the waiting area and informed me there was a recall on my truck pertaining to a potential fire hazard in the B-panel due to the airbags and the surrounding insulation. He said that it would take them roughly one hour to perform the recall, and that they already had all the parts on-hand. Without hesitation, I agreed to have the recall service performed.
About an hour and a half later, Clay called me and informed me that my truck was finished. I went to the service desk, picked up my keys, and Clay and I walked out to my truck. As soon as I opened the driver side door, I noticed a glaring mistake: the weather stripping was not seated properly. It was a quick and simple fix I performed myself in the lot in front of Clay, but this single oversight prompted me to further investigate the other areas they had been working on, due to their disregard of the proper installation of the weather stripping. Thank goodness I did, because what I discovered was APPALLING, DISHONEST, & UNETHICAL. Upon further inspection, I noticed that there was extensive, penetrating scratches and gouges to both of my B-panels, my kick panels, and my seatbelt appliqués (refer to the pictures), all of which they completely failed to disclose! They were literally trying to hide blatantly negligent damage to my brand new, $60,000 truck! What would have happened had I not investigated this problem and drove off the lot?! There’s no way they would’ve accepted liability!
I showed Clay all of the damage, and he was sincerely helpful and apologetic. He informed me that all would be taken care of, and that he would order me brand new replacement parts. I feel Clay was genuinely sympathetic to my experience, and I appreciated his professionalism and sincerity. Clay is a true asset to Sam Pack’s Five Star Ford.
A week goes by and I receive a call from Clay informing me that my replacement parts had arrived. Once again, I set aside two hours of my day to be inconvenienced for mistakes I had no involvement in making. Another 44-mile round-trip to the dealership (88 miles total and roughly 5.5 gallons of wasted gasoline) and my truck was repaired…except for the seatbelt appliqué which, to this day, remains scratched. At this point, I’m so defeated, and the part is so minuscule and insignificant, I just decided to live with it. I left the dealership with hopes of never having to return again.
At the 8 week mark, I reached out to the dealership to inquire about my title, as I had yet to receive it. I was initially told to expect my title in 4-6 weeks from the date of purchase; however, whomever I spoke with on the phone today explained that it could be another 2-3 weeks, which is fine. What ISN’T fine, however, is that she told me if it doesn’t show up in 2-3 weeks, I would need to apply for a duplicate title, which is another $2-$5 fee and who knows how much of a headache to acquire, all due to mistakes made by this clearly careless dealership.
In conclusion, although I have been a loyal customer to this dealership for six years, and spent over six-figures of my money over that same span, they have officially lost my business moving forward. I have lost money, wasted gasoline, wasted time, and have been more than accommodating throughout each and every mistake they have made, and what do I have to show for it? A brand new $60,000 truck with scratched up interior panels, no title, unnecessary added miles to the odometer, 4+ hours of wasted time, and at least 5.5 gallons of gasoline less in the tank.
Needless to say, Bill Utter Ford has just gained a new customer.