Sam Packs Five Star Ford

“My experience at Sam Pack’s Five Star Ford Carrollton falls well short of what their name and Ford Gold Certified Pre-Owned standards promise. I purchased a four-year-old Ford Gold CPO vehicle. I fully expect normal wear and tear with a used car, but a Gold CPO vehicle is held to a higher standard. During the test drive, I noticed multiple issues: a “Tire Monitor Sensor Failed” warning, the driver’s power seat control panel completely detached and hanging by its cord, and a solid crack across the windshield. I made it clear to the salesperson that all of these items needed to be repaired before purchase, and we agreed on pricing with that understanding. When I went in to sign paperwork the day before pickup, I was told everything had been fixed, including removing the entire driver’s seat to properly repair the panel. The next morning, a Friday, I arrived about 45 minutes after opening to complete the purchase. The staff seemed surprised anyone was there that early to buy a vehicle. I waited roughly two hours before being helped. I also found it odd that I was kept from seeing the vehicle until after the purchase was completed. After we shook hands, the salesperson said, “I don’t do it for the pay. I do it for the smiles on the customer’s face.” Unfortunately, when I got into the vehicle, I was greeted by the same tire sensor error and the seat panel still hanging by the cord. I was already late for an out-of-town appointment and wouldn’t be back until Sunday night, so I had no choice but to leave with the vehicle as-is. I emailed that night and was told they would schedule a loaner and repairs. About a week later, I brought the vehicle in. The next day, I was told it was ready. When I asked about the door code, which had never been provided, I was told to pull up to the service bay. The tire warning had been fixed, but the seat panel was now completely detached. I went back inside to speak with the salesperson, who said he would have it repaired and sent me back to the service bay to ask again about the door code. At that point, I was told, “Well, I’ll have to call Ford,” as if this were an unreasonable request. After nearly another hour, the issues were finally resolved. Two weeks later, I was contacted to pick up my registration sticker. I explained I was traveling for work and requested it be mailed. I received an email confirming it had been shipped. A week later, it still had not arrived. When I followed up, I was told, “Sorry for the delay, it is now in the mail,” directly contradicting the earlier confirmation. I genuinely love the car itself. Unfortunately, the overall experience lacked transparency, follow-through, and attention to detail. It did not leave me with the “smile” that was promised.”

“I had a very disappointing experience at this service center. They repeatedly made excuses to avoid cleaning the exterior of my car. When I specifically requested the cleaning, I was asked to wait for about 20 minutes, only to be told that the cleaning machine was “out of service.” After I asked for further clarification, they eventually agreed to proceed, but the job was still not completed properly. The quality of service was clearly below expectations. Additionally, a staff member named "Johnny Progelhoff" handled my case and was quite rude throughout the interaction. When I mentioned that I would escalate the issue to management and leave a review about my experience, his response was, “Do whatever you want to do.” That level of dismissiveness and unprofessional behavior was extremely disappointing. Overall, this experience reflects poor customer service and lack of accountability. I would not recommend this service shop based on how this situation was handled.”

“We had another great experience at Five Star Ford—this is our third vehicle purchase here! The staff is always friendly, professional, and never pushy. Claudia was an excellent salesperson: knowledgeable, patient, and genuinely helpful. The entire process was smooth and stress-free. Highly recommend Five Star Ford, especially Claudia!!!”

“⭐️⭐️⭐️⭐️⭐️ I recently purchased a 2025 Ford F-250 Tremor from Sam Pack’s Five Star Ford in Carrollton, and the experience was exceptional from start to finish. I was coming from a fully loaded GMC Sierra 1500 AT4, and returning to Ford was a big decision—but Jalen Burwell made it an easy and confident one. He previously worked with my father on the purchase of his truck, which already set a high level of trust. Jalen was professional, knowledgeable, and extremely respectful of my time. He clearly understood what mattered to me and handled the entire transaction with transparency and efficiency. There was zero pressure and no unnecessary back-and-forth—just a smooth, well-executed buying experience. Jalen’s consistency, attention to detail, and commitment to customer satisfaction truly stand out. If you’re considering a switch back to Ford or purchasing a new truck, I highly recommend Jalen Burwell and the team at Sam Pack’s Five Star Ford. This is how a premium vehicle purchase should feel.”

“We bought our dream F-250 in mid-September and less than 200 miles later an 18-wheeler took it away from us. Reuben and Jalen literally bent over backwards to locate an exact replacement vehicle. On the surface this doesn't sound like an unusual story, but our totaled truck was a "unicorn" according to everyone at Sam Pack's Five Star Ford. They quickly located an exact replacement and brought it in for us. Mike in Finance and Alexandra in Accessories also did an incredible job to piece us back together and made everything perfect. We were just a walk-in customers but they all made us feel like we were the only sale that mattered on that day! The entire team at Sam Pack's Five Star Ford Carrollton did the 'next to impossible' and is only place to shop a new Ford in the metroplex!! This dealership is the UNICORN!”