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Five Star Ford - North Richland Hills

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Reviews Five Star Ford - North Richland Hills

Five Star Ford - North Richland Hills Reviews (11)

There is always more to a story than what is conveyed and we feel it is important to share our side of this storyWe sold [redacted] a Ford Edge in September, She put $1,down and drove that vehicle until she wrecked the Edge sometime in February During that time, she drove the Edge for over 13,miles and made her payments which went toward the use of the Edge At the time of the accident her insurance company informed her about a recall on the airbag system [redacted] contacted one of our Sales Managers and stated that she didn’t know if we had disclosed the recall to her or not The Sales Manager investigated and found that we did not have the signed disclosure form for her deal We wanted to do what was right and offered to take her out of the Ford Edge and put her into a similar vehicle All we asked is that she pay her deductible to have the Edge repaired back to the condition she received it from us and we would put her into a different vehicle [redacted] , didn’t think she needed to be responsible for repairing the vehicle because we had not disclosed the recall The recall had nothing to do with the accident and we felt it was only fair to have a repaired vehicle returned to us [redacted] didn’t agree and to find a solution the dealership offered and paid half of her $1,deductible ($500)We put [redacted] into a new loaner vehicle while her Edge was being repaired in our Collision Center and while we looked for a comparable vehicle to replace her Edge with It took a couple of weeks to fix her vehicle and find her a Mazda CX We gave her the CXto drive on an extended test drive to make sure she was happy with the vehicle before she contracted She drove the vehicle approximately days before purchasing the CX When [redacted] purchased the CXshe did so without any money down (the bank required $1,on the first loan) and her payments remained the same down to the pennyA week or so later while her husband was driving the vehicle the control arm came apart from the axle and the vehicle became inoperable This happened on a Saturday night after our service center was closed We had the vehicle towed to the dealership and put [redacted] into a preowned Expedition to drive On Monday, she contacted us saying the Expedition used too much gas for her commute so we sent her salesperson to her office with a new loaner that was more fuel efficient She decided it was too small for her needs so two days later the salesperson drove out to her office again with a larger loaner vehicle so she wouldn’t be worried about driving the Expedition It was found that a bolt was missing from the control arm and that is what came apart from the axle In her complaint, she says we told her that we don’t inspect this on used cars What was said was that we can’t check every bolt on a vehicle We had done no repairs on this portion of the vehicle and we even contacted the previous owners who stated that no repairs had been done on this part of the car during their ownership We can only guess that the bolt broke or came out on its own as [redacted] had driven the car now for over two weeks without an incident Once again, we were doing what was right and fixed the vehicle at no cost to her and provided her with transportation the entire time we had her vehicle The salesperson then returned the CXto her and she contacted a day or two later saying there was “flapping” noise We had her bring it by the dealership to find a clip from the wheel well lining had come loose and we reattached it for her while she waited In addition, we provided [redacted] a month or 12,miles Ford ESP ExtraCare Warranty free of charge for all of her inconveniences [redacted] claims she is out $2,and we completely disagree The fact is she used the first vehicle for approximately months and over 13,miles We took her out of that vehicle and put her into a three-year newer vehicle with no additional down payment and no increase in her payments We also provided her with a free Extended Warranty valued at $1, Both times we provided her with a loaner vehicle so she was never without a vehicle and we even paid half of her insurance deductible for a wreck that was not related to anything involving the dealership She is in her new vehicle and we consider this matter resolved

I have spoken to [redacted] and we have resolved this to her satisfaction We will be refunding her rental bill balance and covering the cost of her oil change [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I submitted the above complaint today and have since then come to a resolution with the company in which I am satisfied and would like to remove my complaint as they have gone above and beyond to make me happy in a verbal agreement Regards, [redacted]

I have included all of the invoices involving *** *** as well as a response that we had already posted in response to a Google review he left The short story is this Mr*** brought us his F-truck and told us that he had recently had major repairs done at *** ***
(may have the name incorrect) and they still hadn’t fixed it and he was going to take legal action against them His crankcase was overfull with oil so we did an oil change, dye test and he declined us to complete and engine degrease top and bottom to remove all the excess oil from the previous shop He declined any further diagnosis and his bill totaled $ He evidently wasn’t happy with the end result and our Service Drive Manager contacted him and convinced him to let us get the engine area degreased because he felt that it had an oil leak and we had not found anything with our dye test He agreed and we cleaned the area up and test drove the vehicle for miles They inspected again and found no oil leak and the oil level was consistent with where it had been when we did the oil change miles prior There was no indication that anything else was happening at that time Now miles later the engine is locked up We did tow the vehicle in and confirm this as well as checked that the engine still had oil in it which it did The engine experienced an internal failure and it does have 264,miles on it We have only ever done an oil change, diagnosis for oil leak (none found) and cleaned up the previous shops mess with leaving oil everywhere It is our understanding that Mr*** had extensive repairs done at another repair shop before bringing the vehicle to us What repairs were done we do not know, but suggest that if they actually did mechanical repairs on his truck that he contacts them Mr*** had his truck towed from our location a few days ago and accepted a check from us totaling the $he originally paid us for the oil change, dye test and diagnosis We have made him whole with Five Star Ford and do not feel we have any additional responsibility in this matter

Complaint: ***
I am rejecting this response because:I paid them to look at my truck and to diagnose the problem, they told me what the problem wasI told them to repair it The next day they called and said that there wasn't a problem anymore and my truck was fineThe engine blew less than miles after leaving thir shopI want a replacement vehicle at this point I am perusing all my options agents Star Ford at this point.
Regards,
*** ***

We’re happy to say this situation has been resolved The engine on this Kia Optima did need to be replaced after it was driven for months and an additional 10,miles were put on it We inspect and make repairs to every pre-owned vehicle we sell but all vehicles will eventually
need maintenance When a vehicle is purchased ‘As-Is’ with 80,miles, it can be hard to predict if something may go wrong sooner than expected.The cost to replace the engine was $4,and to make this situation right the dealership agreed to pay for two-thirds of the cost at $3,leaving $1,to be paid by the customer We felt this was more than fair.At this point the engine is being replaced, the customer is in a loaner car during this process and both parties are satisfied with the outcome

Complaint: ***
I am rejecting this response because: The flapping noise that was heard after they fixed the axle was supposed to be fixed before as discussed before signing the papers, but of course it wasn't, nor was it noticed in the "head to toe " inspection promised before getting the vehicle back All money we put towards the edge for us to own is now gone and we have to start all over on another vehicle and make payments longer We are also out money due to the axle incident and the driver getting injured and having to go to JPS hospital We have had to take time off work, deal with this for months back and forth And to discredit Ford, the accident occurred in January not February when we were hit by another vehicle and when the adjuster came in February , he stated there was an open recall As owners of the vehicle we were quite confused this was never disclosed to us, after talking to Ford , we were even told the "deal skipped the desk and somehow went straight back to finance"
Regards,
*** ***

I have spoken to [redacted] and we have resolved this to her satisfaction.  We will be refunding her rental bill balance and covering the cost of her oil change.   [redacted]

There is always more to a story than what is conveyed and we feel it is important to share our side of this story. We sold [redacted] a 2007 Ford Edge in September, 2016.  She put $1,000 down and drove that vehicle until she wrecked the Edge sometime in February 2017.  During that time, she...

drove the Edge for over 13,000 miles and made her payments which went toward the use of the Edge.  At the time of the accident her insurance company informed her about a recall on the airbag system.  [redacted] contacted one of our Sales Managers and stated that she didn’t know if we had disclosed the recall to her or not.  The Sales Manager investigated and found that we did not have the signed disclosure form for her deal.  We wanted to do what was right and offered to take her out of the Ford Edge and put her into a similar vehicle.  All we asked is that she pay her deductible to have the Edge repaired back to the condition she received it from us and we would put her into a different vehicle.  [redacted], didn’t think she needed to be responsible for repairing the vehicle because we had not disclosed the recall.  The recall had nothing to do with the accident and we felt it was only fair to have a repaired vehicle returned to us.  [redacted] didn’t agree and to find a solution the dealership offered and paid half of her $1,000 deductible ($500). We put [redacted] into a new loaner vehicle while her Edge was being repaired in our Collision Center and while we looked for a comparable vehicle to replace her Edge with.  It took a couple of weeks to fix her vehicle and find her a 2010 Mazda CX9.  We gave her the CX9 to drive on an extended test drive to make sure she was happy with the vehicle before she contracted.  She drove the vehicle approximately 9 days before purchasing the CX9.  When [redacted] purchased the CX9 she did so without any money down (the bank required $1,000 on the first loan) and her payments remained the same down to the penny. A week or so later while her husband was driving the vehicle the control arm came apart from the axle and the vehicle became inoperable.  This happened on a Saturday night after our service center was closed.  We had the vehicle towed to the dealership and put [redacted] into a preowned Expedition to drive.  On Monday, she contacted us saying the Expedition used too much gas for her commute so we sent her salesperson to her office with a new loaner that was more fuel efficient.  She decided it was too small for her needs so two days later the salesperson drove out to her office again with a larger loaner vehicle so she wouldn’t be worried about driving the Expedition.  It was found that a bolt was missing from the control arm and that is what came apart from the axle.  In her complaint, she says we told her that we don’t inspect this on used cars.  What was said was that we can’t check every bolt on a vehicle.  We had done no repairs on this portion of the vehicle and we even contacted the previous owners who stated that no repairs had been done on this part of the car during their ownership.  We can only guess that the bolt broke or came out on its own as [redacted] had driven the car now for over two weeks without an incident.  Once again, we were doing what was right and fixed the vehicle at no cost to her and provided her with transportation the entire time we had her vehicle.  The salesperson then returned the CX9 to her and she contacted a day or two later saying there was “flapping” noise.  We had her bring it by the dealership to find a clip from the wheel well lining had come loose and we reattached it for her while she waited.  In addition, we provided [redacted] a 12 month or 12,000 miles Ford ESP ExtraCare Warranty free of charge for all of her inconveniences.  [redacted] claims she is out $2,500 and we completely disagree.  The fact is she used the first vehicle for approximately 5 months and over 13,000 miles.  We took her out of that vehicle and put her into a three-year newer vehicle with no additional down payment and no increase in her payments.  We also provided her with a free Extended Warranty valued at $1,075.  Both times we provided her with a loaner vehicle so she was never without a vehicle and we even paid half of her insurance deductible for a wreck that was not related to anything involving the dealership.  She is in her new vehicle and we consider this matter resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I submitted the above complaint today and have since then come to a resolution with the company in which I am satisfied and would...

like to remove my complaint as they have gone above and beyond to make me happy in a verbal agreement. 
Regards,
[redacted]

Mr. [redacted], We received your complaint through the Revdex.com and first want to thank you for your business.  We never want a customer to feel as if they have been taken advantage of when doing business with Five Star Ford.  I have done my best to research your concern from when you had your 2002...

Lincoln serviced back in January 2016.  Our records show where you brought in your vehicle the morning of 1/19/16.  Our internal shop notes show the first internal communication on 1/19/16 at 5:29 pm with a communication to the technician that a promise to have it diagnosed on 1/20/16 had been made.  It shows that 8:59 am on 1/21/16 your service advisor put in a note asking what the ETA on the diagnosis was.  At 12:25 pm on 1/21/16 the technician put in the results of the diagnosis and that it needed a Fuel Pump and Gasket and Tune Up with Coil Boots.  At 12:31 pm the parts department priced out the parts for the fuel repair, spark plugs and coil boots.  At 1:18 pm the service advisor updated the system that the repair was approved by you for an amount of $1911.68.  The diagnosis from the technician, parts quote and amount shown approved from the service advisor included the repairs to the fuel system and the tune up from the beginning.  At no time do we show something being added from the original quote. I agree that the total amount was $2003.15 because the final price included the Tax and Misc. Fees (shop fees).  I can see where we discounted the ticket $100, but can only speculate at this time that we did this because the tax and shop fees made the final balance greater than what was originally quoted and approved by you. As I stated in the beginning we don’t want anyone ever feeling like they were taken advantage of when dealing with Five Star Ford.  I see where you have used our service department 16 times since 2005 and you are a loyal customer.  Our goal is to keep you that way and hopefully you will agree that our detailed shop notes convey that we quoted the Tune Up and Coil Boots from the beginning.  Attached is a copy of the shop notes.  Please feel free to contact our Service Director, Robert Morgan at ###-###-####, or you can contact me as well.   Joshua F[redacted] General Manager Five Star Ford ###-###-####

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Address: 6618 NE Loop 820, North Richland Hills, Texas, United States, 76180-7844

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