Sam Pack's Five Star Ford — Local services in Carrollton

I purchased a brand new Ford Mustang from Sam Pack’s Five Star Ford in Carrollton in August 2024, and what should have been an exciting experience quickly turned into a nightmare that I’m still dealing with months later.

Trade-In Mishandling and Credit Impact: From the start, I made it clear to Brett, the Finance Manager, that protecting my credit was a top priority. I traded in my 2024 VW Jetta with the understanding that they would handle the payoff responsibly. Brett assured me several times that everything would be taken care of and that my credit would remain unaffected. But what happened was the opposite.

The dealership’s initial check to VW Credit bounced due to insufficient funds. They later issued another payment, but this delay and inconsistency meant that VW Credit never received the payoff on time, resulting in not one but two negative hits on my credit report. I have spent countless hours on the phone with both VW Credit and Five Star Ford’s team, trying to get this mess straightened out, and it still hasn’t been fully resolved. My credit score, which I’ve diligently maintained over the years, is now marred because of their negligence, and I am left to pick up the pieces.

Miscommunication and Lack of Accountability: Despite reaching out multiple times, Brett never followed up thoroughly on the issues, leaving me in the dark and forcing me to chase answers from both VW Credit and Five Star Ford. Only when I got in touch with Lacy in the accounting department did things begin to move in the right direction. Lacy was helpful and responsive, but it should not have taken repeated calls and escalations to resolve something as basic as a trade-in payoff.

Console Repair Issues and Dismissive Attitude: Additionally, my brand new Mustang had a cosmetic defect on the interior console and a paint chip (down to the metal) on the door handle. While Five Star Ford eventually addressed the door handle to my satisfaction, the console repair was another story. Instead of replacing the part, they applied a quick fix that feels rough to the touch and inconsistent with the car’s quality. I can even see where it was taped off before adding the coating. When I expressed my concerns to Doug, the Sales Manager, he dismissed me with “statistics” about car repairs and essentially implied that I would “never be satisfied” – even though I was simply requesting a repair that matched the standard of a new car.

I understand repairs have challenges, but this is a new car, not a used one off the lot, and I have every right to expect it to be flawless. Doug’s approach felt condescending, as if he was more interested in justifying their shortcuts than in actually addressing my valid concerns.

Summary: What started as a seemingly smooth process turned into a series of frustrations, delays, and dismissive attitudes. From the financial impact on my credit to the insufficient interior repair, I am extremely disappointed with Five Star Ford’s handling of my purchase. I’ve had to invest my own time and energy to fix their mistakes, with no acknowledgment from the dealership of the real impact this has had on me.

I would caution anyone considering a purchase here to think twice and thoroughly review any promises made by their staff, especially regarding finances and repairs. This experience has left me questioning Five Star Ford’s commitment to customer satisfaction and has tarnished my view of the Ford brand as a whole.

Conclusion: I truly hope this reaches Mr. Sam Pack, as I believe he deserves to know how his customers are being treated. As a car enthusiast himself, he would understand why quality matters and why these issues are not trivial to those of us who value our vehicles...

This past December I was in an accident. I wanted to take my vehicle back where I bought it from. I recently moved out of the area and drove an hour and a half to get back to the dealership. Took my vehicle to the collision center, and was given Nicko as my collision specialist. He told me at the time they were not busy and my truck should be ready within two weeks time. Two weeks roll around and I have heard no communication from Nicko. I tell the receptionist that I am just trying to get an update on my vehicle. She then tried to look my vehicle up and after 20 min of being left on hold she found the information on my vehicle in a pile of papers. She proceeded to tell me that they had not heard back from the insurance company and suggested I reach out for the supplemental payment. I explained to her that I was very frustrated that there was no communication that they had not heard back from them. I reached out to the insurance company and asked why there was not a supplemental payment sent to the collision center. My adjuster proceeded to tell me he had not received any communication from him. The supplemental payment was sent the next morning. Nicko then proceeded to tell me that it would take an additional two weeks for them to receive the parts for my vehicle. At this time I told Nicko that I had LED lights in my headlights and I would like to keep them because they were $250. After three weeks there was no communication. I reached out to him yet again for an update, and at this time I reminded him I would like to keep my bulbs from my headlights. Nicko proceeded to tell me that they would have my truck ready by Friday of the following week. The next Monday morning I contact him asking where my vehicle is. He said that they had received a defective part and that it would be ready that next day. I took off work the following day to pickup my vehicle. I went to turn on the headlights to see if they were my bulbs....they were not. They were stock Halogen bulbs. I went back in to ask Nicko where my bulbs were. He proceeded to tell me those were my bulbs. Because the new headlights did not come with bulbs. I asked him where his manager was because those were not my bulbs. John his manager came out of his office and asked me to step outside with him so he could inspect the headlights I showed him the pictures of the bulbs that I had installed prior to the accident. He said they could order them for me but I would have to bring my vehicle back to have them switched out. I told him I didn't like that answer and asked him for his managers name and phone number. He gave me the number to Coach Gonzales, I spoke with Coach and we came to the agreement he would order the lights and take care of the cost for me and he would arrange for a rental vehicle so I could get back and forth to work. It took roughly two weeks for the lights to come in and for there to be a rental vehicle available. All he asked is that I took care of refilling the vehicle back with the same amount of gas I used. Within this the two weeks time, I was accelerating to get on the highway and all of a sudden my check engine light comes on and I hear this swooshing underneath my hood around the engine. I notified him immediately of the sound.

EDIT: Coach Gonzales reached out to me first thing Monday morning- 04/14 him and his staff have resolved the issues that I had with the dealership. They fully detailed my truck and, have take care of the cost of the headlights. I appreciate the efforts Mr. Gonzales has made to address the issues that I had. Be sure to ask for Seth when purchasing your vehicle and...

Almost 3 months into my dealing with this dealership I feel obligated to update my review of Sam Pack’s Five Star Ford today, December 1st, and downgrade it from 5 to 1 star. This revision comes after an extremely frustrating post-sales experience that has completely undermined my initial satisfaction with the dealership.

Summary of the Issue:

I purchased a certified pre-owned vehicle from Five Star Ford with the expectation of reliability and peace of mind. Unfortunately, this car has spent more time in the garage than on the road. Worse, I’ve had to fight every step of the way to have my concerns taken seriously.

We reported overheating issues shortly after purchase, yet for the first three visits to both Five Star Ford and Bill Utter, we were told the car was “fine.” It wasn’t until the fourth visit—after a month of persistence—that a serious diagnostic effort revealed a dangerous engine problem.

Failures in Inspection and Service:

As part of the Certified Pre-Owned program, I trusted that the vehicle had been thoroughly inspected and maintained before it was sold. However, that trust has been completely eroded. • During an inspection at Bill Utter, it was discovered that fluid levels, including brake fluid, were below minimum—a basic yet critical maintenance failure. • We also noticed brake performance issues after driving the car, which should have been caught before the sale. • The delay in identifying the engine problem and the lack of urgency to resolve it has made this a nightmare experience.

Lack of Respect and Communication:

This situation has been made worse by poor communication and a lack of customer care: • It has now been a month since the car was taken in, and we still do not have a timeline for repairs or confirmation that Ford will approve the service under the Certified Pre-Owned program. • No one at Five Star Ford has proactively updated us on the status of the car. All communication has been initiated by us, and even then, responses have been slow or incomplete. • We had to repeatedly request a loaner vehicle, which should have been offered immediately given the length of the repair process.

I understand I purchased a vehicle with mileage, but I chose a certified pre-owned car from a Ford dealership specifically for peace of mind. This experience has been the opposite of reassuring.

Original Review for Context:

Herman was great from receiving us all the way to delivery. Top-notch service, transparency, and above-and-beyond effort to find the right vehicle for us. Kudos to Sam Pack’s Five Star on a great team!

Unfortunately, my opinion of the dealership has been drastically altered by the poor post-sales treatment and lack of accountability for the issues that have surfaced with this vehicle. I would not recommend this dealership based on my experience, and I urge management to reflect on how they treat customers...