ComplaintsforFive Star Ford Stone Mountain, LLC

• Initial Complaint

  03/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received my truck back and it was damaged while there and was returned with a broken fob and the interior was filthy from polishing and was never cleaned up. It was returned in horrendous condition

  

  Business response

  03/28/2023

  I am setting up the mobile details from him, this is from out General Manager.

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was laid off after 3 weeks I was told by so many people I was doing a great job, Then this I been in the dealership for 17 yrs as a supervisor so I know my job back & forth. This was very humiliating for a person of my experience & knowledge. This was by far the slowest & the lowest company I've worked for, Very unprofessional & based on a name that's built to last like *****

  

  Business response

  02/18/2023

  This is not a repair issue and content should be removed 

  ****************** was within his 90 day probationary period and within the provisions granted by the ****************, Five ********* elected to not continue his employment

  This is not the forum to discuss this issue

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was taken to five star **** ******** Oct 12_2022 after I was hit. Since then I have been told a different story every week. Finally I spoke with **** on 1/15/2023 whom said give me 10 minutes, the return call never happened, I called this past Monday and was told it was drying, I called today and now it's in assembly. I need this corrected. They have had my car for 4 most. I have spoke with *******, *****, and finally ****. This is entirely too long.

  

  Business response

  01/20/2023

  Good Morning,
  There were many delays on this repair. From the beginning the veh was towed in without keys, which took two weeks for
  the owner to bring them in. We also waited another two week for the owner to bring us the wheel lock key so we could
  remove her wheel. We ended up cutting off the locks because she never came in. Along the repairs there were many
  backordered parts that took a log time to get.
  At this moment we are currently waiting on a wheel to arrive. We should have this repair complete by the middle or end
  of next week.
  We(including myself) have tried many times to reach ***************** by phone, text and emails. None of our messages were
  ever returned.
  

  Matt Stone
  Collision Manager
  Five Star Ford Stone Mountain

  Customer response

  01/20/2023

   
  Complaint: 18841523
  
  I am rejecting this response because:

  What has been stated is false. The keys were in the vehicle the whole time in the dash board. Secondly someone there spoke with ******* and was advised to cut the log. I spoke ******* and advised him to go ahead and cut the lug because I'm didn't have a key. I have no messages from ****. Now on Friday I was told my vehicle was in "drying" now you stating a wheel. This is what I have dealing with the whole time. Every week someone states something different. This company has very poor communication, & customer service. Five star **** has had my vehicle since 10/2022. I was in a accident on 10/9/2022 this is Jan 29/2023. I have missed Dr ************ I was injured in this accident and now five star has added to my street level. ************* is unacceptable.
  
  Sincerely,
  
  *********************

  

  Business response

  01/31/2023

  We were not able to find the keys inside the vehicle, but when ***************** came in she said she found the keys in the vehicle.  Yes, after over a week of waiting for **************** to try to find the wheel lock key the insurance company gave us permission to cut them off and order her a new set.  On 12/8/22 I left ***************** a message to return my call.  On 1/13 I spoke to ***************** and told her I would check on the status of her vehicle and call her back.  I returned her call and left a voicemail at 1:55pm.
  The vehicle is currently still in the service department getting the final alignment done.  We will reach out to ***************** as soon as we know the results.
  
  
  *******************************

  Customer response

  01/31/2023

  I really have no choice but to wait!!!!!!!!!!!! My car is a push start. Therefore, the key pad was inside the **** this is a repair shop they should have known this.

  Also, i spoke with someone on Friday and now i was advised. Its in the final stage which I was told. AGAIN. I understand I have to wait until my vehicle is completely corrected.  My reason for reaching out to BBB is this **************** is totally unaccepted *************** BBB please assist me with this matter of getting my car back this week. Tomorrow is 2/1/2023. I have been without my car since 10/9/2022. 

  I would like this complaint to be well received and noted regarding this company.

  Also, I called and asked for the owner of the company. I was not provided with this information., I was given the RUN AROUN/D AGAIN............... HOPEFULLY. I WILL HAVE MY CAR THIS WEEK.  

• Initial Complaint

  01/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My car was left with Five Star to check the ** unit on Monday, December 26, 2022. They said 3 to 5 days before they will get to it. On the 31st, I was told it was still not checked. I called back Thursday January 5th and I was told by *** that a Smoke test needed to be done. It would take a couple days to get done. I said okay. Go ahead, I needed the car fixed. I called back on Tuesday, January 10th and inquired about the status. *** said the test was not done, they were waiting on parts needed to do it. I told *** don't do the test. I have a rental which is expensive and they have had the car almost 3 weeks. I can't afford the repair or the test at this point. He said, he will let the tech know and he would call me Wednesday to arrange the pick up. I called Wednesday, Jan. 11th and left a message. *** called back and asked when did I order the test and if I had agreed to having it done. He said what did I tell the service tech. I said I never spoke to a tech. I said I just need my car. He said he had made a mistake and the test was done and the ordered parts was to fix the hose leak they found. I said why was I not notified, he did not know. I said when was the test done. He said yesterday or Monday. I said why didn't the tech inform me of a diagnosis. He said the tech was absent on Tuesday. I said so how did he do the test yesterday. *** said, he thinks he did it on Monday. This is either an underhanded move by Five Star and *** to get ******* out of me since I I wanted to take my car and not pursue fixing it, or it is straight incompetence where no one knows what is happening with someone's vehicle. Why was there no notes or information placed in the computer to give me a definite answer? *** told me it didn't matter that they did the test because I had already agreed. I should not be on the hook for a test I told them not to do and had not been done on the day I gave the directive not to go any further. This company is dishonest if this is standard practice.

  

  Business response

  01/18/2023

  phoned guest on 01.18.2023 16:59 and had a very positive conversation with guest.  Upon listening to her concerns and sincerity, we felt it best to offer some assistance with the guest to soften the pressure from having to obtain a rental vehicle when her vehicle was in for service.

   

  The guest felt our offer was acceptable and we submitted for a check to be forwarded to the guest and all parties agreed this gesture would satisfy the complaint where we would retain our valued customer and the guest was satisfied with the resolution.

   

   

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 25, 2019 I took my vehicle to get recall 18S32 repaired; 12/26/2022 I began getting an error code during diagnostic of p1450 which indicates an error with Cannister Purge Valve; Upon further investigation on 07/09/2019 a new recall was put out referencing vehicles in the previous recall 18s32 about a PCM software used to service these vehicles falling under that recall being incomplete. Under 19S22 it states that "Affected vehicles did not receive the intended 18S32 calibration software that will detect a malfunctioning *** which could deform the fuel tank in turn causing a malfunction indicator light, inaccurate fuel indicator, and loss of motive power" Under 19S22 it states that dealers were supposed to reprogram the powertrain control module and replace the cpv if necessary. If the *** is replaced it also states that the carbon canister as well as fuel tank and fuel delivery module were also supposed to be replaced as necessary. My vehicle is not being honored under 18S32 because they have closed out the recall since I had it repaired although repaired incorrectly according to 19s22. However, it is also not being honored under 19S22 because they are stating that my VIN is not included in 19S22 although it clearly states all vehicles performed under 18S32 prior to 07/06/2019 (the new recall) were not properly inspected. I have already paid for the replacement of the *** but regardless of if my vin number was not included in the 19S22 due to the previous recall being mentioned as well as ****** new vehicles that were added those who previously had their vehicles maintenanced under 18S32 should receive a reinspection similar to the lock/latch recall that also was performed improperly. I have filed a complaint with the ***** for this issue and requested to include my VIN to be considered for repair although vehicles from 18S32 are mentioned in 19S22. I've also contacted ********************* as well as the dealership but to no avail.

  

  Business response

  12/30/2022

  Although we understand the guests desire to have a recall performed on their particular vehicle.  We are bound by the bylaws of the ****************** to only perform recalls on vehicles the ****************** authorizes said recalls to be perform on. 

  Enclosed is the copy of the ******************'s report on what recalls apply to the guests vehicle. 

  The recall they are requesting to be performed is not outstanding or relevant (at this time) for the guests vehicle.

  This is what is current, as to what applies to this vehicle, and what is authorized to be performed.  Any deviations are unauthorized by the ******************.

  This complaint is irrelevant and impossible for any organization, Five ********* or The BBB, to circumvent The ********** Companies policies.

  Since we at Five ********* would not be the organization to direct this complaint, we humbly request this be deleted as a complaint directed to Five *********

  Thank you in advance

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my **** F-150 truck off at the shop 11 OCT 2022 @0800. Truck was supposed to be done on 21 OCT 2022. It was not done on the 21st. They said something about a part and they were waiting for my insurance to approve and pay for supplemental. Then gave another date of 26 OCT 2022. It wasn't done. They say now still waiting on **** and needed to be painted. I called *****...they said that they sent out check and shop already cashed it...they assured me everything was OK. So now the shop (******************) say 28 OCT 2022 truck will be done. Truck still not complete. I did go up there on the 28th. The man told me they would be finished in 45 minutes a man had to set my sensor then wash truck. I had to be at work by **** so I could not wait the 45 minutes. I noticed he sends texts as I'm leaving. Today is Halloween, 31 OCT 2022...truck is still not complete. I go up there to speak with ******* and a Manager but I'm not able to speak with a Manager. My truck is still sitting in the same place as Friday the 28 OCT 2022 incomplete. ****************** outside smoking with a non chalant attitude talking about the guy supposed to be back today by 11 to set sensor. I'm tired of the run around. I need my truck to be fixed and complete. ***** has already paid them that's why I didn't take my truck this morning. All is left is the $500 deductible I have to pay. Now I have $94 Geico gave me in a check that cashed on the 28th to give to them but I was told ***** has already paid them. My truck did not have major damage. It was only supposed to take 10 days. I will upload a picture of the before damage. It don't take this long to fix what they had to fix. I don't know what games they are playing. I'm not paying them anymore money than need be. I have already reached out to a supervisor, no word as of yet. It is almost 11 am...so am going to send this complaint. I am not trusting them any longer. Also look into if they overcharging me and Geico.

  

  Business response

  12/07/2022

  Please review comment

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Towed 2013 **** transit connect to Five star **** at the end of April. Vehicle would not start. After about 3 weeks I was told the 20 volt cable needed to be replaced. Paid $982 on */21 and picked up truck. Drove sun and Monday. Car stopped Monday afternoon on highway and would not start(as it did before I took to ****** ****** officer offered to have his buddy * miles away (as opposed to waiting an hr for my tow Co) tow vehicle. His tow guy charged 3*0( what he called emergency hook fee)and 4* a day storage. I contacted **** svc **** next day and several times and even requested the service manager ***. finally speaking with a rep ******* who agreed to tow vehicle back to **** to figure out what went wrong. ****s tow guy was out which resulted in daily storage totaling 270 from mon */23-the */31. **** has had vehicle since may 31. With no resolve, despite my numerous calls and visits to shop requesting to speak with svc manager, I finally got to meet and speak with Service mgr after visiting **** on Sat 7/30, who said they should know something soon. service manager calls Tue 8/2 to say that the cv axle and the camshaft sensor need to be replaced for an additional $1000. The cam shaft sensor has already been replaced. I contacted a **** mechanic by phone who recommended the camshaft sensor be replaced and the timing adjusted which I had done, but truck still did not start which is why I towed it to **** and verbatim told mechanic truck won't start tried everything need truck fixed. I have spent over $1600 with five star **** only to have to rent a truck from the company I contract with for $12* a week. Since May 31. I asked five star to fix my truck that would not start. Not put a $900+ temporary fix, And come back later with other issues for more money not to mention it took three Months!!!!!

  

  Business response

  08/05/2022

  As stated by consumer the vehicle would not start. He had numerous other repairs performed by other repair facilities before towing it to us. We corrected a very bad wiring situation at a discounted rate for the consumer. He drove the vehicle away from the dealership for multiple days then the vehicle would not start again. We found the axle grease from a broken axle on the vehicle has caused a short in the electrical system. We have discounted the pricing for this repair again and have not charged him the tow bill from ****** to Stone Mountain. We feel we have done above and beyond to help this consumer. We do not feel any liability on our part for any additional problems that a older high mileage vehicle has.

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since 2021 my family has purchased three F350 dually trucks from Five ********** bringing the dealership over $200,000.00 in revenue. We own a hot shot trucking business and bring our vehicles in to the dealership for regular service. All of the employees we have worked with at this dealership are full aware the vehicles are used for commercial purposes.In April, during one of regular visits to dealership for maintenance, we advised ****** we intended to purchase an extended warranty from CarSheild for one of our 2021 F350 dually trucks. ******, instructed us not to do, because according to him, CarSheild "does not pay out."*****, in finance, counseled us to purchase an extended warranty through Five ********** which we did, under the belief we were getting the best advice from a professional.Fast forward to July 5, the said truck stalled in the middle of the road and flashed a "Low Fuel Pressure" indicator light. We had the vehicle towed to the nearest **** dealership and received a $13,000.00 quote for a CP4 failure. We were then advised the extended warranty we purchased from ***** will not cover anything ever, because it does not cover repairs needed when the vehicle is being used for commercial purposes.I spoke with the director of finance, Trace, who denied their accountability for selling us the wrong warranty. Trace did however offer to refund us the premium we have paid for the warranty. I 've left message for Trace, *****, and ****** requesting the refund an not one person has called us back.Five Star **** after bringing you over $200,000.00 in revenue in the last year, the least you can do is make good on your offer to refund our premium we have paid for the warranty we will never be able to use. This is by far the most costly, disappointing experience we have encountered to date. Our business is at a stand still and we have to pay for the full cost of this repair out of our own pockets. Five Star **** give us our money back!!

  

  Business response

  07/21/2022

  We are refunding the customer that their premium that they have paid, which add up to three payments.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2013 chevrolet silverado from this dealership on 12/27/21. The truck came with a 60 day/**** mile limited warranty provided by ********** warranty place. 2 miles to my **** mile warranty being up the check engine light came on. i was told by the warranty company to tow it back to **** so i didn't void my warranty. on 2/12/22 i dropped my truck off at ****. I was given paperwork that stated it would be placed on a code machine and i would have to pay if warranty did not cover it. Today 2/17/22 when i call to get an update i find out that 1. the truck has still yet to have a claim sent in for the code scan. 2 i was told they can not figure it out and i should send it to ***** at my expense (even though nothing has been done or attempted at all), then i was told maybe a tune up will fix it (after they received a long list of things we did to the vehicle just 1 week ago including a tune up- they signed this paperwork of all my information). Then after all of that i was called and given a voicemail saying chevrolet has something listed on a WEBSITE about codes and they should do that before they even look into anything i took the truck in but it will cost me over $265 to do this, on top of $190 code reading fee that they claim is my responsibility even though it states on the paperwork gived to me (im responsible IF WARRENTY DOES NOT ACCEPT THE CLAIM). So how exactly am i responsible if a CLAIM HAS NOT BEEN SUBMITTED to even be approved or rejected yet? And if there is some issue with this $265 dollar parts should they not scan the truck to see if that's the issue and submit a CLAIM under the warranty they gave!!!!!!This company is a JOKE. All they want is money. Come on really a website saying these trucks have certain issues.It feels like **** is trying to wait until their 60days. but i have signed paperwork of drop off date and miles from ****, and via the warranty place I'm fully covered past the 60days.

  

  Business response

  02/18/2022

  The limited warranty on the vehicle would cover the engine block and cylinder heads and all internally lubricated parts. We found a technical service bulletin from Chevrolet that describes build up on the valves to be a common cause of this code. Unfortunately that service is not a covered repair under the limited warranty. We would be glad to perform that service for you but there would be a charge for that. If there is any further problems with the vehicle that would require computer programming the vehicle may need to be taken to a Chevrolet dealer. Since we do not have the specific programming from Chevrolet. 

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