Trey Russell | Page 7

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 people, great experience! I came in looking for a vehicle I had seen listed online and the staff here went above and beyond to make sure that I found a vehicle that had all the I came in looking for a vehicle I had seen listed online and the staff here went above and beyond to make sure that I found a vehicle that had all the things I was looking for! Would highly recommend! More

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Deal to Brag About I want to start off saying this is the second vehicle I have purchased at 5 Star and the first sale went without a hitch and we were pleased from the I want to start off saying this is the second vehicle I have purchased at 5 Star and the first sale went without a hitch and we were pleased from the moment of sale in 2015 until the date of this one. This time I had a deal that turned out to be bad in my opinion so I posted a bed review. Almost immediately RJ Rebolloso and Trey reached out to me to try to change my opinion. I have to say I was not optimistic. I went to see them today and they went above and beyond the call of duty to make things right. My salesperson was Don Wagner and they made a team that can not be beat. They are sincere, honest people with a goal to make sure everyone that walks in leaves happy. More

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First Class People & Service First class service from the moment you walk on their property. Exceptional customer service and great prices. No need to go anywhere else in the met First class service from the moment you walk on their property. Exceptional customer service and great prices. No need to go anywhere else in the metroplex. More

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very pleased Just acquired new 2018 F150 from 5 star ford in Carrollton and very pleased, they did a really good job...from Grant in sales to Justin in finance and Just acquired new 2018 F150 from 5 star ford in Carrollton and very pleased, they did a really good job...from Grant in sales to Justin in finance and Trey the GM...thanks Pete Sorry i have policy/belief that nobody gets a 5 stars, cuz no one is perfect. They need to add a half star capability. More

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Amazing Dealing with Melanie is and always has been a pleasure. These guys do it right with out hassle and they just make the experience a good one every ti Dealing with Melanie is and always has been a pleasure. These guys do it right with out hassle and they just make the experience a good one every time. I can’t say enough!! More

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Sam Pack's One Star Ford I purchased a new 2017 Ford Edge from Sam Pack's Five Star Ford in Carrollton recently. While I got a car in the end, the sales process was filled wit I purchased a new 2017 Ford Edge from Sam Pack's Five Star Ford in Carrollton recently. While I got a car in the end, the sales process was filled with dishonesty throughout. Originally, I contacted Sam Pack's Five Star Ford because they had the exact vehicle I wanted. I negotiated a price on a specific VIN number and then came in to drive and purchase the car. When I got to the dealership, I immediately noticed that the vehicle presented to me was not the VIN I had inquired about. When I let the sales person know this after the test drive, he appeared flabbergasted that he could not bait and switch me. I then demanded the vehicle with the matching VIN, they came back to me and said that Mrs. Pack was driving it and it was not available for sale (yes, Mrs. Pack, the wife of the owner). Any dealership I've ever dealt with would have had the car at the dealership, in the detail bay, within the hour. After going back and forth a bit, I left the dealership only to find out that when I submitted my credit application, they had authorized THREE separate banks to pull my credit when I had only authorized them to allow Ford Motor Credit to pull the credit because the deal (and price) had previously been contingent upon financing with only with FMC (so why would you try other banks?). In the end, I purchased a different Ford Edge model than the one I had already decided on and I purchased it from Sam Pack's Five Star Ford only because I couldn't tolerate any further credit pulls on my credit and thus they forced me into buying a vehicle from them, at a higher price than I wanted. Just after delivery of the vehicle, I noticed a sheet metal "popping" sound coming from the passenger door. Upon further investigation, the door was missing a nut that attached the door to the door hinge (quality work!). While this was not a difficult fix, when I called in to Sam Pack's Five Star Ford to have the issue resolved, I was told that it would be "a couple of hours" if I came in to get the nut put on the (brand new) car I had just purchased from them. Disgusted, I hung up and drove to my local Ford dealer who had not been involved in the transaction. There, the service manager made sure to get a nut and put it on the car himself and the entire process took 5 minutes and they hadn't even sold me the car! In summary: Sam Pack's One Star Ford. More

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5 Stars for 5 Star Ford! The team at 5 Star Ford is just that... 5 Star!! They take care of their customers. I had an excellent experience from start to finish. I will definit The team at 5 Star Ford is just that... 5 Star!! They take care of their customers. I had an excellent experience from start to finish. I will definitely buy my next car here. More

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Excellent First Time Buyer Experience Grant Wahlquist listened to what I wanted in a truck and showed me several trucks that fit my requirements. After driving two I made my decision and G Grant Wahlquist listened to what I wanted in a truck and showed me several trucks that fit my requirements. After driving two I made my decision and Grant gave me a great price and set me up with the aftermarket accessories I needed to make it exactly what I wanted. David Barragan found a lender willing to work with a recent college grad/first time buyer with little in the way of credit history and explained the various options for extended warranty coverage. I was approved in short order and soon on my way home in my new F-150. Thanks to Grant, David, and GM Trey Russell for making my first time buyer experience pleasant and hassle-free. I would recommend Sam Pack's Five Star Ford to anyone looking for a great buying experience in the DFW area. More

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Great Small-Town Service in DFW I grew up in a small town where everyone treats you like family because they've known you forever. I never expected to get that level of service from I grew up in a small town where everyone treats you like family because they've known you forever. I never expected to get that level of service from a huge car dealership like Sam Pack, but that's exactly what I received. Everything about the experience was top notch, even the price. I called a family friend (that also sells Fords) in another state and asked about the quoted price. My friend told me "Son, I've known you for your whole life and that's a good deal. You better take it". I did take the deal and have been very happy. Thank you Alan & team. More

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