Clay Young | Page 3

UNACCEPTABLE CARE FROM FORD This past Saturday, the battery light turned red 3 times at different stoplights and my car stalled each time. I drove to the Carrollton dealership ( This past Saturday, the battery light turned red 3 times at different stoplights and my car stalled each time. I drove to the Carrollton dealership (which is where my Escape 2017 is being leased from) for assistance and was given an appointment to return for servicing and a loner car on Thursday, February 14th. This is unacceptable Customer Service and I'm disappointed that the latter was my only option. At least ... offering me a ride to a rental service as well as leaving my car at Five Star Ford for repair would be expected. My car was just checked two weeks ago and there weren't any problems found. I understand a loner car was not possible on Saturday due to not being able to provide one to me. Consider taking one off the lot for situations such as this. I'm hesitant to drive my car because I do not want to risk being stranded. Five Star must first consider its loyal customer and not ever send one away without an immediate solution. I was willing to wait at the dealership while a technician examined my car and was denied the latter. My prior service visits were excellent. Mr. Sam Pack should review the process of sending a loyal customer home without an immediate solution. After all, the push to purchase an auto moves faster than a thoroughbred at the Derby. I'm sure the gentleman assisting me in the Service area was compliant with Mr. Pack's policies and didn't have a choice. However, chancing that my car might break down any time, I'm without mobility until Thursday and I hope I won't have to be towed to the dealership. Moving forward, I will not recommend Five Star. I expect Five Star to be prepared to give me a loner car at the time of my 9:00AM appointment on Thursday. Thank you. More

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First new vehicle purchase The whole team at Five star, was just wonderful. Michael Krantz was awesome went above and beyond to finance the truck. This F-150 is my first vehicle The whole team at Five star, was just wonderful. Michael Krantz was awesome went above and beyond to finance the truck. This F-150 is my first vehicle that was new. Thank you all it was a wonderful and amazing experience. Thanks again Michael Krantz you went above and beyond More

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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 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. More

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Great Car Buying Experience We purchased 3 cars with Danny Forsee over a 2 year period and all were a great experience. He was responsive, thorough, always available to answer o We purchased 3 cars with Danny Forsee over a 2 year period and all were a great experience. He was responsive, thorough, always available to answer our questions and a pleasure to work with. In addition while we purchasing a car for our daughter, he assisted us with finding the right car for her (safety, price, etc) when he could have sold a higher priced car. Very impressed and Danny made the car buying experience a pleasureable one. More

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New car was a breeze The process was pretty painless. I had an idea what I wanted and they were able to deliver. The last time I purchased the finance piece took the lon The process was pretty painless. I had an idea what I wanted and they were able to deliver. The last time I purchased the finance piece took the longest, but this time it was very quick and they did their best to get me out for a conf call. When we bumped up against it, they provided me a quiet place for my conference call so I could go over the car after I was finished. Great customer service and follow up. Jess and Jose were great to work with. Clay and Kevin in the Service Dept. always provide great service too. More

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Another excellent car buying experience with Melanie I called Melanie prior to our visit to the dealership to have the car we were interested in buying available and as in the past she had it ready when I called Melanie prior to our visit to the dealership to have the car we were interested in buying available and as in the past she had it ready when we arrived. Melanie has been our salesperson for the last several cars we purchased for a reason. She knows her job is to make the customer happy, comfortable with the purchase and have everything in place. Make sure to ask for Melanie when you want to buy your next car or truck. Make sure to ask for Clay Young or Garret Tidman to be your Service Rep. More

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Accommodating and respectful without the usual high pressure Visits to vehicle dealerships have been fraught with high pressure engagement with their personnel and stress. Not so at this dealership. Yes, they wa Visits to vehicle dealerships have been fraught with high pressure engagement with their personnel and stress. Not so at this dealership. Yes, they want to sell you a vehicle, yes, they want to maximize their profit to survive and flourish but they also listen and try to meet my expectations. There was not an effort to convince or bind me to anything I did not want to do. Their staff was courteous and responsive. I was especially impressed with how they found the exact vehicle I was looking for which was not among their inventory. More

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Great repeat Experience We've purchased 3 vehicles from Micahel Krantz. He always strives to make the experience as painless as possible. He always goes out of his way. Justi We've purchased 3 vehicles from Micahel Krantz. He always strives to make the experience as painless as possible. He always goes out of his way. Justin in Finance was great to work with and Clay in service has earned our life long business. More

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Great experience It was my first time buying any vehicle from a dealership and Jeff Flaishans made the whole experience wonderful and so easy. He was so helpful and I It was my first time buying any vehicle from a dealership and Jeff Flaishans made the whole experience wonderful and so easy. He was so helpful and I can thank him enough for helping me out. Thanks More

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One of the best car buying experiences. No pressure, no games made this a pleasant car buying experience. I normally go into a dealership ready for battle but at this dealership there was n No pressure, no games made this a pleasant car buying experience. I normally go into a dealership ready for battle but at this dealership there was no war being fought. Jess Smith’s easy going personality along with her co-workers made this one of my best if not the best experience for me. Sam Pack for recommended to me and I will recommend to others. Tom Oliver More

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