Odie Terry | Page 4

EXCEPTIONAL SERVICE - OUTSTANDING DEALERSHIP & SERVICE DEPT. Aug. 28, 2015 I purchased my lifetime dream car, 2015 Mustang GT w/50 year appearance package. I purchased the car at another dealership (which I will Aug. 28, 2015 I purchased my lifetime dream car, 2015 Mustang GT w/50 year appearance package. I purchased the car at another dealership (which I will not do any future business with). The car had 104 miles. On the 3rd day of ownership the car began having a serious steering issue. I brought the car to 5 Star because it was closer to my home. The service department worked daily to try and diagnose the problem. I was informed the first day that the repair may take a week or so. Apparently this was a new issue, never seen before, and they were having to consult the Ford Plant in Michigan for additional support from the plant Engineers and Technician responsible for building the Mustangs. During the second week the car was there, I contacted a Ford Corporate Liaison, Wendy, who was my point of contact between the shop, the dealership, and Ford Corporation. Ford had a corporate Engineer personally come to the dealership to assist in the diagnostics. I cannot believe the number of people involved in solving the problems with this car! I spoke to Oddie Terry, Service Drive Manager, and the Service Director, Robert Morgan,during this second week. They were not able to provide me with answers yet but they did reach out to me and assured me that they were working on it and would keep in touch with me. They were very kind and expressed that they wanted me to know that I was not forgotten. The following week I was getting pretty upset as my new car (my baby) was still down and there was no telling when she would be repaired. I called into the dealership and left a voice mail for the General Manager, Terry Rich. I explained the issues and my frustration. Even though I knew people were working on the car, I knew nothing more than I did when I took it in almost 3 weeks earlier. I received a call back from Mr. Rich within a very short amount of time. He explained to me EVERYTHING that had been done, and what was being done to try to solve this problem. There was a great deal of work and testing that was being done behind the scenes that I had no idea of. I was honestly thinking the car had been put on a back lot and forgotten. Mr. Rich assured me that was not the case. He was so very kind, compassionate, honest, and the true definition of integrity. I was highly impressed. He assured me that he would do everything within his power to resolve the issues as quickly as possible. Mr. Rich remained in very close contact with me. He understood my concerns and honestly treated me as I believe he would his own family. We discussed several "what if" situations and I felt very confident that the service department and Ford Corporation were doing everything possible to fix my car. I received the long awaited call that Wednesday that I would be able to pick up my car on Thursday. The steering problem had FINALLY been resolved and the parts replaced and tested multiple times. In addition, the mechanic found another issue with the brakes. He told Mr. Terry that he wanted to ensure that EVERYTHING on the car was in proper working order and would need a few more hours to resolve this other issue. Unfortunately I did not get the name of the mechanic that repaired the car. I did not have the opportunity to meet him. I can only hope he reads this and knows how much I appreciate all of his work and efforts as well. I cannot begin to explain my excitement when I arrived at the dealership on Thursday to pick up my "baby", my Mustang! (Yes, I actually hugged the car when I saw her.) As excited as I was to be getting the car back, I first wanted to meet this team that had been working so hard to get this resolved and thank them for their efforts. I was able to personally meet Terry, Robert, and the Ford Engineer, Brandon. Each of these gentlemen are OUTSTANDING! Five Star Ford in North Richland Hills has won me over as a customer, forever! I have owned other Fords and Chevy's through the years, and Lexus in recent years. Lexus did provide good customer service, but even they did not compare to the service and consideration that 5 Star provides. I was treated and talked to with such concern, compassion, consideration, urgency, and understanding. I know for a fact that I was not "just a customer". There was a genuine kindness and caring from these men, and Ford as a corporation, Ford really DOES care about their customers and they have proven to me that they will go above and beyond to make you a satisfied customer. Ford stands behind their product and strives to ensure the customer has complete confidence in their product. I will be a longtime customer with 5 Star from here forward. I honestly wish I had purchased the Mustang from them. I can't change the past but I sure can give them all of my automotive business in the future. I wish I had known about this website (Dealerrater.com) before I bought from Grapevine Ford. I will not be having any further business with Grapevine Ford. (Be sure to read their reviews before you consider going to them). Reading all of the other reviews and going through this experience, 5 Star Ford dealership is legit. They are absolutely AWESOME! I honestly feel very blessed and grateful for the service I received. I wish my car had not had the problems it did but 5 Star went above and beyond to fix it. They took a negative and turned it into a positive. Please consider 5 Star before going elsewhere for service or purchase. Give them a chance before you buy, I wish I had. More

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No better salesman than Alfred Mr ElDarazi Will remember you Today and 3 years from now And your automobiles are only as good as your service department Thanks Dale Smith Mr ElDarazi Will remember you Today and 3 years from now And your automobiles are only as good as your service department Thanks Dale Smith More

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Outstanding service I am new to driving ford trucks with very little knowledge , my last truck was a trundra. After talking to Ollie terry I feel really good about my For I am new to driving ford trucks with very little knowledge , my last truck was a trundra. After talking to Ollie terry I feel really good about my Ford F-150 Eco boost truck, Ollie was very understanding of what my concerns were. Thanks Ollie for being very very very helpful, you won me over as a new ford customer. More

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I gave Five Star Ford and the personnel identified a great rating because that is how I feel about Ford and Ford products. The employees there have been exceptional. I have purchased six vehicles from great rating because that is how I feel about Ford and Ford products. The employees there have been exceptional. I have purchased six vehicles from Five Star Ford since the 2001. I contacted Kelly Blackwell in internet sales and met with him about the vehicle that I was interested in purchasing. Kelly introduced me to Marisa Thompson and she took over my purchase from then on. Since then I have purchase the other vehicles. I purchased all of the through Marisa and am very pleased. I have been treated very good each and every time that I have come to the dealership for any reason whether it was for service or just SYNC advice or a question about something. All personnel there ; from the Receptionist in the showroom to the Ladies that I pay my money to in the service department are very good. All are polite and helpful anytime I am there. More

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Have been a customer for over 18 years, outstanding dealership they always have take care of me. I have purchased 3 new vehicles from 5 Star Ford. The Service Department has always gone above and bey dealership they always have take care of me. I have purchased 3 new vehicles from 5 Star Ford. The Service Department has always gone above and beyond to assure my vehicles are fixed right and at a fair price. On the few occasions when something was not fixed correctly or addressed, 5 Star has always made things right. Anymore, I will have difficulty in selecting which Service Advisor to choose from, between Todd, Oddie and Jonathan. I would recommend 5 Star to a customer who wishes to feel like they matter. More

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As always, a fantastic experience. This is my third car from Sam Pack and I will never go anywhere else. When you walk into this business, everyone is very nice and they make you feel at home. Your relat from Sam Pack and I will never go anywhere else. When you walk into this business, everyone is very nice and they make you feel at home. Your relationship quickly turns from business acquaintances to friends. I will come back often to just say hi and check on all my new friends. I really love the family feel at this dealership. Do you remember how dealerships used to be? This place will remind you of the good 'ol days! Hats off to Tony Mellago, Anthony Snyder, and Jeff (sorry I forgot your last name). You worked harder than anyone I have ever seen to get me in the car at the price I needed. Thanks again, Mike Peters More

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I have bought 10 vehicles from 5 Star Ford, 3 used and 7 new. I had a good experience with each purchase. Alfred and Jeff and the rest of the team took real good care of me. 5 Star Ford has serviced and new. I had a good experience with each purchase. Alfred and Jeff and the rest of the team took real good care of me. 5 Star Ford has serviced and taken care of all my purchases except the first one. I have referred 5 Star Ford to friends and family. I trust 5 Star Ford and their people. I have never had a problem that was not taken care to my satisfaction. More

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Odie is extremely knowledgeable and most courteous. He often anticipates our needs and offers most helpful and very accurate solutions to our service needs. He leaves no stones unturned. After 1 F150 and often anticipates our needs and offers most helpful and very accurate solutions to our service needs. He leaves no stones unturned. After 1 F150 and 3 F250's as well as the Flex, there is no other service department or service advisor I would change to. More

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