Sam Pack's Five Star Ford Review

Called multiple times on multiple days to schedule a service on my vehicle to include an oil change and a tire replacement. Each time I was transferred to the service department the phone hung up on me with no option for a voicemail and no representative ever answered. After the second time, I tried to call back numerous times where the receptionist had to of screened my phone number and just hung up on me without answering. Very unprofessional and it clearly shows that these people are not willing to work with you to take care of your warrantied vehicle.

I bought a used Mustang (from another dealership), and I had a few problems with the backup camera, but after a year I was at the store and put them in my trunk. When I got home the trunk would not open. After running round by my part I took it to Sam Pack's and Kenneth Faircloth, and the guys in the shop, took me in right away, and had me out before my frozen seafood had a chance to spoil.

All I can say is that Sam Pack's Ford took the time to help me out in a pinch.They are and will me my Service Group.

Thank you Ken, and the guys in the shop.

Ken Barnes
Carrrollton, TX

I found a truck online, submitted a credit application and Jared in Sales called me back within in an hour, he had the truck transferred from another store. I came in the next day on my lunch break and was in and out with my new truck within an hour!

The Five Star Family was an AMAZING experience!

Thank you to Jared in Sales, Carlos in Finance in Alex in Accessories!!!!

Excellent Service. Very informative service advisor. Overall a good experience.

Jason was super nice and made sure my truck was in really great condition when I took it home. I had a really great experience.

Awesome we did everything on the phone then walked in and all was ready we test drove the vehicle then signed all and left

Nice brand new trucks and cars, love the new smell on them, wich I could afford one. Since I have bad credit I didn't had much choices on cars.

I just purchased my 4th vehicle from the wonderful people at Five Star Ford. Melanie has been involved in the last 3 of those. My fiance and I had just moved back to Dallas and were in need of a new car in a bit of a hurry. Melanie and Jess both worked to find us just what we wanted, and we got a great car at a great price. I have been dealing with the people at Five Star for the last 8 years, and it's refreshing to know I can call them up and let them know what I am looking for. When I get there, they have cars (or trucks) ready for me to look at, and I can be driving away in a new car in a matter of hours. The only problem I have is getting the Mrs. to let me drive it. :) Thank you again ladies for finding just the right car.

Moody was nice. Thought the estimate took too long and was way expensive.

I had my truck serviced at Sam pack had oil change rotate tires did a great job I will always go there

Sam Pack s Five Star Ford in Carrollton is an outstanding dealership. They made the car buying process extremely quick and easy. Everyone I dealt with was extremely kind and professional. I would like to especially thank Melanie Lucero (my sales rep). She was very helpful and knowledge. She promised me a quick and hassle free experience and she delivered on that promise. She got me an outstanding deal also!! She made sure I knew about all the features of the car as well. She has also followed after the sale to make sure I am completely satisfied. I would highly recommend Five Star and Melanie to any who asks!!

Two words: Eddie Scott! OK, 2 more words: (Mr.) Micheal May. These two seriously made our day/month/year! We'd been visiting car lots for a while when we stumbled onto the SPFSF in Carrollton late one night. We met Eddie and instantly felt at ease. We knew what we needed so it was just a matter of time. Two months later and Eddie made it happen for us. Just what we wanted. His hard work and diligence resulted in our most perfect option. The entire time feeling like we were his #1 priority! I'm not saying he ought to be burdened with more crazy clients (like us) but we felt like we had super personal service.

This is our car buying family! We weren't just a number. He's made sure we've been well taken care of from the moment we wandered toward the doors. Eddie constantly goes above and beyond to ensure we are happy Ford owners! Our next truck will be from here for sure! Big time fans!!!!! Giant thanks to everyone at Sam Pack's Five Star Ford Carrollton!!!

Sam Pack's Five Star Ford is a wonderful place to purchase a vehicle. My wife and I could not have had a more pleasurable purchasing experience. At no time did we feel any pressure to make the purchase. All the sales people were very polite and courteous. They made sure we took all the time we wanted to decide on just the right car for us. I highly recommend Sam Pack's Five Star Ford for your next purchase.

Check in was fine. Work done was apparently fine, no problems observed yet. During previous service trips to this dealer the vehicle was delivered washed and brought to the door. This time it was dirty and they pointed to where the truck was parked.

This is probably the worst customer service experience I've ever had. If I could give zero stars I would. This was my first car buying experience and I couldn't regret it more. They're really charming & pretend to care but could be far from it. I'm embarrassed to have a car from this dealership. I've only had my used car 3 months.

Terrible customer service. If you call you will be on hold for at least 30 minutes. After the sell is made they could care less if you exist.

Had bought my truck last October from Five Star Ford, needed serviced to I tried service department, was very satisfied with work performed and courteous staff. Will return for next service.

AWESOME!!! Melanie ROCKS! A Great experience buying my Fusion Hybrid! Thanks a Million ML, Dennis & SPFord- Carrollton Team!

categories of experience:
1. knowledgeable of specific product and the technical aspects of why the car and eqipment provide such good value
2. questions answered clearly and concisely and if not known then found the experienced technical/sales individual to explain
3. exemplified the culture of the sam pack organization
4. little "wasted motion" in walking through the various processes to reach closure in an economical timeframe
5. felt strong personal involvement
6. great to see and speak with mr pack

Great experience today buying a used Ford Fusion. Hunter Maki was our salesperson - he was a total professional. He was informative and helpful, but not pushy. He guided us through our test drive, answered our questions, and worked with us on price quickly (no 30 minute 'conversations with the sales manager!). We agreed on a fair price and closed the deal within 45 minutes of walking in the dealership. Bill was our initial contact over the phone, and I appreciated that Bill met us when we showed up and handed us over to Hunter (because Bill was with another customer). Bill had already talked to Hunter about the car we were interested in and Hunter had located it before our arrival (no waiting). When we got to finance/signing the deal, Michael was great too - efficient and friendly. We looked at several dealerships today, and Five Star really stood out. I felt like you were respectful of our time and really working to make it a good experience. Thanks!

Kevin @ Five Star Carrollton Store @ Service has ALWAYS given 5 star service !

I purchased a new F-150 from Chandler Center. Financing was done by Justin McCarroll. The best car buying experience I have had! I will continue to buy from Sam Pack in the future! Love my new F-150!!!

I bought a new Escape and turned in a leased Escape that I got from Sam Pack Ford 3 years ago. Service was professional from all involved employees.

Excellent service with Clay at the service department. Very friendly front desk staff as well. Clay explained all options and service was done in a timely manner. Thank you. I look forward to future services here.

Everything went great, I am a disabled Veteran. I made sure everyone I talked to new that. Getting the registration sticker has taken 2 weeks so far and was told it could take up to 8 weeks. I can not park handicap without my disabled veteran plates. I have the plates. Just need the registration sticker. Besides that the buying and financing part was good.

Went in to the dealership to look at a truck i saw online. Just asked for any available sales person and was helped by Christopher. I thought to myself get ready for the smoke and mirrors. Much to my surprise there were no shady salesman tactics. Christopher genuinely cares about his customers being satisfied. From walking in the front door to driving away in my new truck was the easiest and most pleasant dealership visit i have ever encountered. My whole visit only took right around an hour and a half. I would recommend Sam Packs Five Star Ford of Carrollton to anyone and definitely ask for Christopher. I will be back in the future.

Everyone at the dealership was super helpful and made the entire buying process incredibly easy. From the moment we where approached by Steve our Sales representative he worked with us quickly and efficiently to find us the truck of our dreams. We came in with a concept and we left driving a dream. Thanks Five Star Ford. Carlos was our Finance Manager and he made the whole loan process go quickly and painlessly. Also would like the Thank Alex our custome and Profomance accessories Representative. We are now part of the F150 Raptor family..

Awesome Truck Buying Experience!!

7/4/14

Found a truck (Ford F-150) online that we were interested in, spoke with Sales associate Melanie Lucero who confirmed the vehicle was available. Went to dealership where Melanie was waiting for us with the vehicle keys and all the answers to our questions. We located the perfect vehicle for my husband and signed all the paperwork and were on our way home in just over an hour. I can tell you this was the best vehicle buying experience we have ever experienced. Melanie and the other Sam Pack's Five Star Ford associates were absolutely wonderful. I would definitely recommend this dealership and Melanie to everyone I know that is interested in purchasing a vehicle... Thanks for a smooth and seamless truck buying experience!! Melanie you ROCK!!

Jeff & Sharon Howard
Dallas, TX

Every time I ve walked into Five Star I ve had a great experience. From my buying experience to vehicle service, always top tier.

Great experience today buying a new truck. Spencer was a phenomenal help in getting exactly what I needed. Highly recommend going to Sam packs and working with Spencer and RJ!

I had my 100K mile work done on my 2013 F150. Clay Young is my Service Advisor and once again did a great job. I really appreciate how he keeps me up to date and when my vehicle will be ready. I have dealt with Clay for many years now and enjoy working with this true professional.

Didn't feel welcomed. Staff didn't take me seriously.

We were looking for a used Mustang with manual stick shift and we ended up in Sam Pack's Five Star Ford. To be frank I did not know what to expect from the dealers when buying a used car. But special thanks to Michael Krantz who made this experience really great. The dealership and offices were also very well organized. Overall a great experience.

Clay Young has been taking care of me and my family for over 10 years s and he goes above & beyond every time.

I purchased a used Ford ranger truck for my daughter to use while in college. One week after the purchase the transmission went out so we took it back to the dealer. I had every intention of using the extended warranty I had purchased to get it fixed. The used car manager said we had to wait at least 1 month before the warranty would kick in and they said they would fix it. Instead of taking it to their own shop they took it to Munoz Transmission in Dallas for the repairs.The truck was returned to us a week and a half later and seemed to be fine. One week later the transmission went out again. We took it back to the Ford dealer and they took it back to Munoz. Another week went by and we got the truck back. A month went by and it went out again. This pattern happened 4 different times and we were without the truck for a total of 13 weeks in a years time. The transmission went out again two weeks ago and I took it to Bill Utter Ford in Denton. We used the extended warranty to fix it this time but they would only put used parts on the truck. The used transmission failed to even make it out of the shop. Now we are waiting on the warranty company to decide what to do and the truck still in the shop for the second week. Long story but if 5 star would have just fixed it in their own shop to begin with this problem would not have happened. I don't recommend 5 star Ford and don't let them trick you into the ripoff extended warranty. Go some where else.

Not happy at all!!
My truck has been at service since I got it. They keep telling me its ready and it is not!! The people are rude. Specially the guy that sold me the truck Otilio. For him to represent Ford is just not good for the buisness.

Bought a truck from out of state, flew in and met the guys to pick it up. Excellent group of employees. I was very impressed.

The salesmen lie from the start. I caught one in a lie, and he got defensive. He had two others vouch for him, and when I showed proof that they were lying (brought up the listed price on my smart phone) they tried to backpeddle. "That price must have just been changed today". "Maybe that's a special price that the internet department came up with". Etc... Liars!

My family and I purchased a 2012 Ford Focus vehicle from this place. 15 minutes into the drive home the transmission failed on the freeway almost causing me to get into a wreck. Just spend over 4G on the down and the car failed. When I took the car back they tried to sell me a different vehicle... when I asked for the refund they said they'd do it... but still have not... so now Im short a car and my 4000 I put as a down. Having to contact bank to dispute charges. As they still have not refunded the money! The salesman said it was the most straight up dealer he had ever worked at. I'm having trouble believing that. Definitely will not be going back to them. Today he called me saying it was just a small piece in the tranny that broke but they would fix it today. Am I really supposed to believe that. When even the service dept admits the cars transmission is in really bad shape and not worth buying the car for. Yea, no thank you. They've had many chances to correct this and still have not. At this point I just want my money back so that I can have a down payment towards a better car from somewhere else.

Made arrangements to see a salesman at 530...showed up and walked around. Went to main desk and said hello would like to talk to someone about a pickup. The guy couldn't even look up from his phone and said over there in the corner. We both went to the general area and for 15 min people looked at us but no one came over to offer help so we left. They must not be hurting during this time.

Love the new spaces to relax while waiting for my car to get it's service!

Excellent result on the purchase of a 2019 Ford Edge Titanium which they had to obtain from one of the other Sam Pack locations. Process as a Car Pro referral was very simple and actually enjoyable from initial contact to final conclusion. All involved were professional and covered all the bases, especially the new technologies. Everything went very smoothly, and the only drawback was the fact we had to travel 120 miles to pick up the vehicle; but we would do it again for the price and service. The Edge is a great vehicle in the first 1000 miles, and we are enjoying it very much.

I have been buying vehicles from Sam Packs for over 25 years and have always been satisfied with their sales and service staff, especially Otillio Hernandez and Kevin Moody.

I really really hate buying a car. I feel like before I go into dealerships, I have to tell myself be prepared for the scammers, the pushers, and the fast talkers. All they do is oversale you right. Well, I was pleasantly wrong. My salesman Mr. Eddie was very knowledgeable. He
was patient. He worked hard on my behalf, and asked me questions about why I was choosing the cars that I picked. He took the time to make me voice what I actually needed. So because of him this process which is worst than going to the dentist became something simple.

Went to dinner with my wife, and after we ate, returned to our Explorer and there was no power/battery/electric. Called Ford Roadside Assistance and someone was there within 15 minutes, gave us a jump, and got us on our way. The next day i called our Service Advisor, Clay Young, and he got me in right away, and i was driving away with a new battery, a car wash, and no problems within 90 minutes.

There is no way to describe our visit to 5 Star Ford in Carrollton Texas and the way my Family was treated by salesman Rueben Krause , GM Trey Russell and David in finance as superior to excellent. These 3 gentlemen and their whole staff at this location made you feel like family. This is the first time in a long time in purchasing a new vehicle that was as easy and extremely comfortable. We will be returning customers. in the near future. Thank You to the staff and especially Rueben and Trey and like Jerry Reynolds says, yes they do take care of business at Sam Packs 5 Star Ford in Carrollton Texas.

Thanks Again Kyle and Jackie Cannon

The staff at Five Star Ford in Carrollton is a bunch of friendly, professional people who put the customer first. We were a satisfied service customer before we came back to dealership to shop for a new vehicle. Mike Krantz in sales is knowledgeable and no-pressure in his manner and we felt that we came to a fair deal agreement with Mike and whoever is "behind the curtain." Good name, Five Star Ford.

I met Chris at the dealership when I needed a car due to a total loss of my 2012 Ford edge in an accident. Chris has a warm and welcoming smile, and a happy and servant approach to his customer service. After speaking with Chris for a short period, he knew the exact car that would be right for me. He brought up the 2019 Ford edge ST for a test drive. The test drive was a blast, not just because of the car, but doing it with Chris who was able to walk me through all the features and benefits of the new Ford model. Not only did Chris know how everything worked on the car from new technology to the simplest of features but he also was able to listen and align those features and benefits to my needs as a consumer and a fun driver. Chris enjoyed the drive and he was able to make a personal connection along with a professional connection. Chris didn t sell me the car but rather enhanced my purchasing experience at Sam Packs five star Ford. During the delivery of the car he personalized the features of the car to me. Even the next day he Meade additional time for me to show me some of the features after I had some time to get to know my car and accumulate some questions. Chris s helpful attitude and polite demeanor will have me as a customer for life!
Working with RJ, the sales manager was a welcoming blessing added and enhanced the overall experience. RJ was honest, transparent and worked to make the purchase right for me. I believe not only did I leave with my new car, but also two friends I will have in my life going forward.
Applause all around!

Excellent dealership, they really value their customers and treat people with respect. They listened to my needs and helped me pick a great truck that satisfied my requirements. Love these people.

Otilio does an amazing job. I purchased my first car in 2013 and still have it. I have now just purchased a new truck and he helped us get exactly what we wanted. Always asked us questions and what we expected on a new vehicle. Showed us all the features and the best part was that he is bilingual and explained every detail to my parents in Spanish. Definitely recommend him.

Great experience with the buying process, Ray Mendoza is a great salesman. Thank you!

Another great experience at Five Star. My normal sales person Alan wasn t available so he recommended me to Jose. I have purchased 3 cars here. All three times I have shopped around before going. Five Star has beat the other deals every time without them knowing I have shopped around. No games here! My wife is extremely pleased with her new Explorer!

Generally it was an okay experience. The Service contact was excellent, down to business and worth noting. After picking the truck up(2016 F150) I found that several of the dash and console panels were not properly refastened. My truck only went in to have a brake controller installed(which i bought and brought.) Additionally there were, and still are, grease stains on the passengers seat of my truck. I understand accidents happen but a simple "out bound" inspection would have corrected all of the unsatisfactory comments I'm making in this review. I will be taking my vehicle to a different ford dealer next time.

Jeff Griffin did a great job getting me the car and deal I wanted and needed.

Great brisket! I mean really great! Potato salad was amazing and like heaven!! Try to tacos!! You won t be disappointed.

The salesman did not pressure me. He understood what i wanted and went out and looked for it. I believe the price was fair for everyone.

Reuben Krause is awesome !!! It's been a year since I bought my 2014 Mustang GT and I'm still writing reviews about this guy. Reuben was very professional, paid attention to the details in what i was looking for, and did not try to pressure me into making a split second purchase. What impressed me the most, however, is when the manager and I could not come to an agreement and I broke it to him that, "there was no deal", he was understanding and DID NOT try to shove a different car at me to make a sale. It was a great experience and would highly recommend this place.

Also, during the finance part of things, Art Ontiveros was a great help. He was upfront about all the costs and explained everything in a way that could be easily understood. I was highly impressed by his level of professionalism and hope to someday work with these guys again.

We had a great experience at Sam Pack's Five Star Ford recently! Spoke to salesman Alex Huerta on the phone regarding a preowned Ford Explorer. He answered all my questions on the phone then sent summary on condition of interior along with videos. He also went to Internet Sales Manager, Dennis to discuss the costs of the vehicle so we wouldn't be blindsided by unforeseen dealership reconditioning/add-on packages. We showed up to see the vehicle and test drive. Process was smooth and we sat down to discuss numbers and Dennis and Alex had already offered a reduction to the internet price. Financing was quick and smooth. Overall good experience and people who seem to genuinely care and want you to become a return customer!

Had my 90K tuneup and bought 4 new tires - excellent deal with the price match they have on tires

Got a very good deal on a used jeep. Got a toy for weekends.

Very proffesional staff from sales to finance. Low pressure sales and very willing to help and answer any questions. Up front and honest.

Always have a great experience dealing with 5 Star Ford in Carrollton. From service to sales, the employees are professional and courteous. Trey Russell, GM at 5 Star, came down to help one of his employees seal the deal with a great rate and monthly payment. Everything from start to finish, took about an hour. Amazing!

Great new car buying experience. Nice facility. Friendly staff. Low pressure sales (except maybe trade in value, I did have to push on that a little).

R.J. & Jess were great to work with. Really appreciate the patient R.J. had with me and his wiliness to help me make a deal.
I live on the W side of Ft Worth and R.J. made arrangements to bring me the truck and all the paperwork - haven't been to his lot yet.
David in Finance was helpful as well.
Alex in aftermarket has need extremely helpful in getting the items I wanted to add.

Absolute disrespect for customers. I went in to get an oil change expecting to wait a bit since it was right after lunch time. They offered to drive me back to work which was great because then they picked me up and took me back to the dealership. Once I got there, that's when the service stopped. I was handed my keys and scooted to pay. When I finished up, I walked up to my car looking at it, noticing it looked like there was a dent in it. That's because there was, a HUGE noticeable dent that was definitely not there before. When I went back and told the person who helped me, he simply just said, "it's the way the light is hitting it" my eyes had never been so wide. I couldn't believe his response to just shove me off as if I was making it up. I finally got him to come out and take a look, still wanted to blame it on how the sun was hitting it. Fine, but EVERY angle is showing a giant dent in my car, so what does that tell you? I was told there was video and they would send me footage that I never received, after several attempts, never heard anything back, I reached the service manager who at least said we'll look at it. Things happen and I understand that. But a business has to own up to it's mistakes and listen to the customer. I will continue to be a loyal customer to Ford but this particular house has lost my business.

Harold Bennett was a pleasure to do business with Kind, Courteous and Helpful.

Came to look at cars with my nephew as a graduation present... The 3 guys we spoke with were pretty unfriendly and not very informative about the car my nephew was interested in. All were hesitant to let us test drive the car, so much so that we just gave up and left. Won't be coming back. We personally have been Nissan/ Infiniti family for over a decade and now I remember why.

They are great people to go to. They are working very well with me to get me into a car. Excellent customer service.

I had a previous experience with the dealership that left a bad impression, however i can say that trey, the general manager, stepped up and went above and beyond to make the situation right! No matter where you go in any business there is always going to be human error and mistakes. What makes a quality company is when you have the right people in the right positions who choose to put the customer first and Sam packs five star ford has done that. Thank you.

These folks do a great job always!!service done right,on time,with communication during service!!Thanks to Garrett and his team and the Sam Pack Dealership!

I can t say enough good things about Garrett!! He s an absolute pleasure to work with and his customers service is outta this world ! Highly recommend him to anyone looking for a Ford Service Advisor.

Absolutely great sales and support staff. First time financing a car and they made it easy.

I had an amazing experience with two people here. First, was my salesman Aaron Guerra, he is SO easy to work with. After looking for 2 months for different trucks at different dealerships (exhausting) I told him what I wanted to spend, and he helped me figure it out! I couldn't be MORE HAPPY with this 2019 XLT with 8,000 miles! After I bought the truck, Alexandra Benvenuto helped me pick out a bed cover, leveling kit, new tires, and she is an absolute delight as well. Thank you so much, and I'll be back in 2-3 years for a new truck!

Great to find an Honest Ford Dealership in the area. Driving from Frisco to Carrollton will be worth extra miles to find honest service

Great service could not ask for better. Thank you so much.

Took a lot of extra time , in my opinion, to only do an auto inspection. Almost 1 1/2 hours to get it done

My husband and I both bought a car at Sam Pack's Five Star Ford last week and had a wonderful experience--it was even fun!! Our sales person, CHANDLER CENTER was a pleasure to work with. He listened to us, found us exactly what we wanted and never applied ANY pressure. He was generous with his time and always made us feel like he was glad to see/talk with us. He was patient, knowledgeable and personable. I would highly recommend him to anyone--and I will! The management, Justin McCarroll and Kirk Pack, were also superb. They were very friendly and also refrained from pressuring us in any way. They were very informative and gracious. Richard Ferguson, the tech guru, was VERY helpful to me, a non-techy. He was patient and a wealth of information. It was an all-around great experience and we love our cars!!!

Just purchased my second vehicle from 5 Star Ford on Friday. In and out in just a few hours. Mr. Aaron Guerra was beyond helpful. He was super easy to work with and made the experience as painless as possible. I'll be going to 5 Star and Aaron first when I need my next vehicle.

They did a great job helping us get what we wanted at a comfortable price

Sales team stalled for 3 hours trying to find where someone had hidden a car I wanted to look at. They thought it was out on extended test drive when in fact another sales guy had hidden it in the back and kept the keys. While not that big of issue because I elected to wait around and do more research on my own it was rather annoying when driving off the lot they came running out to say it had been found.

My real issue is them trying to sell a used car with zero mention of the fact that they just replaced the cylinder head a week earlier. I had to ask for the carfax a number of times and while they did provide it they appeared to only want to provide some other document that did not list this work. When questioned about this work they did not have any information as to why the work had to be done and simply said it was certified pre-owned and had a great warranty. They obviously knew about this work and should have been prepared to provide in-depth service documentation as it had been done there a week earlier after they had purchased this car.

I do NOT expect to pay MSRP on a potential lemon no matter the warranty, nor should anyone else, this is a huge potential risk. It is not normal for a car to have its cylinder head replaced at 22K miles, and no amount of 'amazing', 'better than new' 7yr/100K mile (powertain only I might add) warranty is going to convince me otherwise.

Aside from of all these issues, the sales guy was very friendly though I am certain he knew of these issues before I found the line in the carfax and had he really wanted to sell this car could have done the legwork, prior to the service department closing, to find more detailed documentation.

Complete waste of my weekend, though I will admit some fault for being too patient and trusting.

Even if they had the perfect car for me at the perfect price I would not return.

The best customer service experience I have ever had was at this dealership. Mike Richardson went above and beyond to provide a flawless representation of what good customer service is. He is an excellent example of an employee doing what it takes to make life-long customers.