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December 2023 by Felicia B.
I found a vehicle that I was interested in on Cargurus that was at Big Star Ford in Manvel, TX. I clicked the button to receive additional information and immediately, I was contacted by a salesman named John Cole. It was about 8 p.m. at the time, and John asked me if I could come in to view the vehicle the following day. I scheduled an appointment to meet with him at 5:30 p.m. the next day. He sent me a confirmation via text and email and event went so far as to send me a video of the vehicle. I left work a little early and drove from Porter, TX to Manvel in rush hour traffic only to arrive at the dealership to be told that John Cole was off on that day and that the vehicle I was coming in to view had been sold earlier that day. No one bothered to contact me to let me know. When I spoke with a manager, he basically told me that everyone is entitled to a day off and sent me on my merry way. I was floored at the lack of customer service during this whole event. I would NOT recommend this dealership to ANYONE!!! Their customer service and lack of accountability is horrible!
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November 2023 by Parker J.
The manager is a turd muncher and refuses to fix an acknowledged problem. I would rather ride a bike than buy another vehicle from this scam artist. If I could leave a zero star review I would.
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November 2023 by Melissa F.
STAY CLEAR OF THIS PLACE!!! We have been looking for a certain vehicle for a while and finally found what we were looking for here. We were excited to go test drive it and bring it home however, that was not the case and ended up walking out. The manager here is very dishonest. If your reading this review be aware of this place and look at everything closely. They will try to cheat you. After our experience with this place we have now heard from other people that they had a bad experience also and walked away.
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October 2023 by Priss N.
I have had a good experience at this dealership. The staff is really friendly and helpful. The accessory department helped me to use my reward points to get free accessory items for my new car. The quick Lane service department has extremely friendly associates who keep me up-to-date with my service schedule. And my salesman was especially helpful when I drove off the lot and got a crack in the windshield. He helped me to repair the windshield there at the dealership. This was the most positive experience I've ever had in buying a car.
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October 2023 by David W.
I made the mistake of giving Big star ford another shot at servicing my vehicle, once again they failed to follow the maintenance plan, I purchased a plan that it seems i have to manage every time i go there, not sure if they understand their products or they really just don't care, it is the simple things that they miss, checking and filling the air in the tires, filling the DEF fluid, these are simple things that come with the service that get missed every time, do yourself a favor and look for another dealership to service your Ford
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September 2023 by Ronny T.
I took my bronco to get a tire fixed through warranty and it took them three hours to fix one tire! SMH! If I could give -10 stars I will!
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August 2023 by Gil A.
Worst service experience to date. Very difficult getting anyone on the phone for an update, text messages were very vague on time that it would take to complete service. Days without any updates. BSF had my vehicle for over a month and it hadn't been touched. Will never conduct business with them again , wasted so much time. It was a business vehicle so finally couldn't do without it and had to pick it up. This is a fleet vehicle so PO was ready to be paid all they had to do was conduct the service. They made it clear; too busy for my business. Just wish they were honest from the get go so I could take it somewhere else. Purchased my Raptor here also and was in the market for an upgrade; taking my business elsewhere. This place has gone downhill. Do yourself a favor and go elsewhere.
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August 2023 by Mindy S.
Do not go here to have your vehicle serviced. My brand new vehicle has been at this location for over a month now. There has been no communication whatsoever on their end. Trying to get information and updates is like pulling teeth....no one answers the phone. My service advisor Micheal could care less. Called the Ford customer service line and opened up a case and still NOTHING! We've been placed on the waitlist for a vehicle but they don't know how long it will take for that to happen or how much longer it will take my vehicle to get fixed.
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August 2023 by Reno C.
STAY AWAY!!!! Do yourself a favor and avoid this place at all costs!!! They will sell you a wrecked car, claim it was "certified" with a obviously fake car fax report. And then when you try to hold them accountable WITH PROOF, they will reply that they don't know when the damage happened. Check the date it was auctioned. FEB! And then sold last week. Check the pictures! But claim they don't know if the damage could have been done after purchase?!? PLEASE SEE PICTURES!
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August 2023 by Brandon W.
do not buy anything from big star ford. they are crooks. we purchased a certified pre owed ford expedition from them. only to find out that it has been in an accident with significant damage. after i addressed the situation with them management does not seem to care. the general manager always seems to be busy and will not speak to me even though i have asked to speak with him numerous times. do better big star ford! you are putting families in unsafe cars and not willing to help!
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June 2023 by Tim W.
Horrendous service department! They keep your vehicle for an insane amount of time, and don't communicate with you about the status of your vehicle. Believe all the terrible reviews. Those are the real ones. Their advisors are the rudest jerks I've ever had the displeasure of dealing with. They are insulting and belittling. This is their continued pattern. It's not a one off thing. Why would I return you're probably thinking. The only reason is the warranty on a Ford lemon I never should have owned. They need to fire all the miserable prick advisors, mechanics, and "customer service" toolbags and start over. Simply pathetic.
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June 2023 by Lecia M.
Ugh, where should I even start? We bought our 2019 fusion from big star ford new. Not long after having it we had to bring it back because the rear light in the window was leaking when it rained. It got fixed but that was only the beginning of the car's issues and our start of many services. The car started to make noises and didn't seem quite right so we brought it in for service to be informed that the car's engine is on recall. The car was there for months getting the new engine. It is what it is I understand and was fine waiting for the car to be done. I texted and called to keep in touch with our service rep Michael. Unless I was reaching out to her( yes I said her) I wasn't getting updated. She eventually lets us know the car will need a new water pump which is over a grand. The water pump wasn't considered a part of the engine I guess. Before picking the car up we are informed that the battery is now not holding a charge. They wanted me to pay another like $230. For the battery and like $60. For them to install it. I told her if they had been cranking the car or had the battery charging while they worked on the engine for months that we wouldn't need a new battery. Literally after getting the car home when we first crank it and start to drive it would start throwing codes up on the dash screen and steering wheel would be hard to turn. We make another service appointment and drop the car off to big star ford. Now mind you we keep going here even though we live over an hour away because we bought the car new from them and thought we'd get good service. After weeks of reaching out to Michael she tells me whatever is wrong isn't due to their replacement of the engine and they're sending the car to their electrical and trim department. Days later she tells me that the part I need to repair the car is on back order and no eta on arrival on an. Every now and then I'd text asking for an update. All the reply I'd get is no eta. I eventually called their parts department and asked about the part. The parts department gentleman informed me that the part is indeed on back order that some should be released from the company soon but still no guarantee that my car would get one. Which I understand but at least he let me know. I then called the 1(800) number for ford customer service and started a case number hoping to get one of the released parts. Days later the lady from the (800) customer service called and texted me she spoke to the dealership about the part and car. That the part arrived at big star ford and my car would be ready soon. Two days later I call big star ford to inquire about the fusion and I was told that everything the (800) service rep said was wrong, that what the parts guy was telling me I was wrong. Eventually Michael texts me telling me the car is finished and ready for pick up. I start on my hour drive there only to get 40 minutes in for Michael to send me another text saying something else is wrong with the car. We are still waiting on the update on that one. The fusion has been at their shop since March 2023 and it's now close to the end of June. We haven't really had the car in like a year between the engine replacement, all the parts and waiting for the mechanic and Michael. The customer service is crap and certainly not helpful or polite. I wasn't not made to feel important here at all. After this service and car I definitely will be trading this car in and never again will it be for a Ford.
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June 2023 by Daisee R.
Wow where to start? This was my most amazing experience EVER. I bought my 2023 Ford Bronco Sport-Bandlands. Coming here a month ago I met the best salesmen ever. Mr. Alfred he was amazing! This was my first time ever going to the dealership he showed me around, heard my vision and allowed me to test drive a few vehicles. What makes Mr. Alfred different from the rest he hears your vision, he does not want to force a sale upon you that day, he's very humble and trust your timing! A month later once my vehicle came Mr. Alfred reached out and made sure my purchasing process was a smooth transition. Very cool dude! Thanks so much again Mr.Alfred. ALSO the supervisor himself Mr. Buzz just as amazing!!! He's very informative, sociable, as soon as I walked inside the dealership my second time he knew who I was! He remembered his customer & that's important, he was very friendly and just as a great listener as Mr. Alfred when it came to my vision. Thank you! Thank you! Thank you! Mr. Alfred & Mr. Buzz YOU ARE THE BEST! I recommend buying your vehicle from here!!
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May 2023 by Jeff M.
Worst customer service, especially the service department . The lady Michael and there manager do not care about there customers . Stay Away! Do not buy a car from there
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March 2023 by Kassandre F.
Judging by the reviews here you should absolutely under no circumstances bring your vehicle here or buy a car here. The amount of negative comments that are here about service is TRUE. They never answer the phone. And when they do no one ever takes accountability to Find the employee you need to speak to. How do you call for 3 hours trying to find an employee. One day I called and it sounded like every single person had to many gringos margaritas for lunch. Slow and slurring their speech. This business will fail because of poor leadership under the current General Manager and poor leadership education among their the staff. If you take your vehicle here you will not get it back in the right working condition. Also if you have a service repair the technicians are completely fraud. They will mess your vehicle up to place repairs on your bill you do not need. So if you feel like you want to pay over 6,000 -15,000 everytime you go to this dealership to get subpar work then you can. Never buy a car from here because like previous reviews they will Jack the price of the car up. Or it won't have the warranties listed. I'm surprised this delearship isn't being investigated by BBB for their predatory sleazy practices. BE WARNED ! DO NOT EVER EVER GO HERE FOR ANY REASON ! ZERO STARS !!!
