Julie Tucker

Took my 6 month old F150 Lightning in to get the recent recall (24S76); while there I did ask the service team to also check the horn which has never worked properly. The first thing I was told is ther recall (24S76); while there I did ask the service team to also check the horn which has never worked properly. The first thing I was told is there is a $199 diagnostic fee, which I know I will not have to pay since the truck is under the original warranty, but them knowing it’s a warranty item, there is no need to mention this at all. Come to find out, they confirmed the horn is not working properly, but according to the service department, could not be replaced because the horn is going through redesign; but they did say I could purchase the existing part (not redesigned) in their parts department and they would be happy to install it, charging me for the labor. I did check with three other local Ford dealers and they all confirmed that the horn is NOT under redesign which confirms my suspicion that 5 Star Ford just did not want to go through the hassle of replacing the horn as it involves removing the frunk tub, bumper and more. And to finalize, they asked me to pick up the car and refused to give me paperwork because it was not "official" yet. They claim they have to wait for Ford to approve it before they hand me the repair order. Very unprofessional and I will never go back for either service or purchase any other vehicle from this dealer. More

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I had originally left a negative review on Sunday 7/7 regarding this dealership as to the way things were handled about my vehicle issue that I was having and could not get anyone to call me back. I got regarding this dealership as to the way things were handled about my vehicle issue that I was having and could not get anyone to call me back. I got a call first thing Monday morning from the General Manager Andrea Ballard. I explained what had happed and that I had an appointment that afternoon with another dealership for figure out what the noise I was hearing in my Ford Bronco. I was told by Andrea that this is not how things are done at Sam Pack's and that the issue would be handled. They sent a driver that afternoon to pick up my vehicle and gave me a nice loaner. Throughout the whole process, I was getting text messages from Andrea and service keeping me updated on the process of the issue. I got a call from Sean Quackenbush the service director and he explained to me what the issue was and that it has been taken care of. Repairs were completed in a timely manner. My vehicle was returned to me today by Richard Howell, very nice and polite man. Thank you to Joeme Dow for helping me through the process of getting me the loaner vehicle as well. Julie Tucker for keeping me updated on the repair process and especially to Andrea Ballard for taking the time to put all of this together and overseeing that my vehicle issues were being taken care of. All of these folks went above and beyond amazing customer service!! Highly recommend this dealership. Especially for repairs. More

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They are always working to get the best solution and get you out the door as quickly as possible. you out the door as quickly as possible. More

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We’ve bought 3 vehicles from 5 Star Lewisville. Great service. Great value on my trades and Hugo is sales is a no pressure trustworthy guy. Love him. Great service. Great value on my trades and Hugo is sales is a no pressure trustworthy guy. Love him. More

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