Service Department at Big Star Ford

Reviews

Reviews are sorted by relevance, with the most helpful and insightful feedback listed first for easy reference.

  Rita Johnson
3 weeks ago
Took my 2000 f250 super duty there. Thought they could fix it . BOY!!! WAS I EVER WRONG!!!! Took it there to fix a P0720 output sensor fault. They had it for 7 wks and jacked it up. Not gonna go into all the details but they didn't have a clue what they were doing. I towed it there and wound up towing it back home. They taped it up like a five year old underneath which was a sign they really didn't know what they were doing.If that was a ringer, I took my new battery to replace the one they put in w/o my permission and it took 2 guys bout 40 min to chg the battery out. Even the AAA guy was digusted cause it took them to long to chg out the battery. SO TAKE MY ADVICE DO NOT TAKE YOUR VEHICLE TO "BIG STAR FORD" YOU'LL BE SORRY YOU DID... TRUST ME!!!

  Andrew T
9 months ago
I don t recommend their service department & don t plan on returning for another free oil change for my newly purchased vehicle. On the first one they topped off the oil too much. I had to drain it a bit from the drain plug myself (very disappointing). The second oil change on 7/21/2023 was the worst experience. I arrived on site, and tech immediately ask me do you have an appointment? I explain to him no as I ve called before (to their department) and they confirmed that I can just show up early in the AM for a free oil change. The young man tells me, oh well you were probably misinformed by an employee who was probably in training, and that today was too busy for them What kind freaking customer service is that? I mean at least learn how greet a customer into to business BigStar Ford.I told the young man please put me down for an oil change TODAY, and I do not mind waiting. He looked at me very displeased, but got me in.After 3 hours of waiting (again, I did not mind waiting) the vehicle was returned to me with a major scratch/nick on my driver side door.I didn t say anything to them even though I really wanted to, but I really needed to leave and pick up my children.So I will leave my experience here for your review, and personal interpretation. I never do these, but don t want it happening to anyone else.

  essie garza
3 months ago
Avoid this place! Dropped off my vehicle for engine light warning and they will take 3 days to check it. 3 days just to tell me what is wrong with it, not fixing it! no loner car available, they have a rental program for which I have to pay however no vehicles available either. customer service is horrible also. I give them a Zero start if I could.

  Kerry Mowry
7 months ago
The actual work completed was fine. Communications of the service manager we dealt with was terrible. She contacted us only via text and did not respond back. Her follow up was not there. We informed her on our first consult this was our only vehicle, we travel full time and we could only be without it a short amount of time. She told us other than the sensor issue we were having, there were no current recalls they needed to address. Then we receive a message they are waiting on recall parts. We came on the weekend, paid the bill for work completed and left with our truck. We then we are informed we hadn t paid the bill. So we had tocontact the proper department with the proof we had already paid the bill.Two weeks later we get a text stating they were ready to do the recall work. I text back saying they could have the truck for one to two days but we were getting ready to leave and couldn t leave it longer than that. She never responded. We tried calling and leaving messages on more than one occasion and still no response. Left without recall work done. Now we have to start over at our next long stop. This has been a big hassle and it all could have been much better with proper communication.Service: Auto engine diagnostic

  Ramon Polanco Jr.
7 months ago
Ms. Rosemary who was the service technician at Big Star Ford was wonderful and easy to talk to. My car was handled well and everything came out as expected. I will continue to bring my car here for great service.Services: Transmission, Electrical repair, Air & cabin filter replacement, Exhaust, Tires, Steering & suspension repair, Electrical, Auto engine diagnostic, Body & Trim, Wheel alignment, Transmission repair, Brakes, Air conditioning, Brake service & repair, Battery, Oil changeServices: Transmission, Electrical repair, Air & cabin filter replacement, Exhaust, Tires, Steering & suspension repair, Electrical, Auto engine diagnostic, Body & Trim, Wheel alignment, Transmission repair, Brakes, Air conditioning, Brake service & repair, Battery, Oil change

  Barbara Ladd
7 months ago
It was a terrible experience. There were no loaner cars. My car was there for 21 days due to a faulty engine, adaptive cruise going out for the 2nd time this year & was not able to speak with a service manager, nor a tech. Once I got the car back, the steering wheel was loose & I had to bring it back due to them not putting it back correctly or test driving it. I was also expected to pay for my own rental except for $30/day. That would have been 21 days at least for $40/day. There is much more than just this!The people at Corporate were useless & all was very disappointing as we have owned 5+ Fords in the past. I plan to get rid of this 2017 Edge Titanium that only has 46,000 miles because I do not want to do business with Ford again.Services: Steering & suspension repair, Electrical, Auto engine diagnostic

  Jake Lenderman
7 months ago
Order tires, came in on the day of my appointment. Sat there for an hour before they told me the tires were not there yet. No apology or anything but just a ride home. They replaced the tires same day, but still an inconvenience of sitting there for an hour before anything was told to me and spending an hour being shuttled back and forth from my house.Price was right on the tires and no other complaints.Service: Tires

  Barbara Kalmen
7 months ago
Such a disappointmentI have used their service for 3 years with another car and had excellent customer service. I bought my new car here and have had all follow up here for the last year. Not speedy but today's visit takes the cake.They offered to pick up my car for oil change service. So I said yes. 45 min beyond my appt time I called and said I would bring it in instead of continuing to wait on a pick up. I arrived 9:55. 1 1/2 hours later they came and told me they recommended an air filter, oil filter and tire alignment. So I told them yes but I had an appt at 1:00. They said it would take 1 hour (it was 11:25). 1 1/4 later I said I needed to make my appt at 1. They said a few more minutes because it was still on the rack. I finally had to have a friend pick me up and take me to and from my 1 pm appt. Back to Ford at 2 pm. Finally had my car fixed and the guy didn't even remember my name. Asked to talk to the service manager. He said she was in a meeting. I said I would wait. Within 5 min she did arrive and I told her the service did not completely satisfy my expectations. She did ask a few questions and dismissed all that I was saying. When I commented that commercials in their lounge TV talked about 10 min oil changes (obviously not them), she said yes they see all those people because those places forget to put the oil back in. I pointed out that they couldn't see ALL of them. She insisted they did. The thing that struck me the most is that no one apologized to me that they took so long. The only comment that rings in my head is we just have to give them a "few more minutes". I can give a few minutes but to lose 4 hours of my time for a basic appt. oil change is beyond reasonable. I hope the General Manager has plans to do some customer training there it is needed.

  Peter Pham
7 months ago
The people greeting you could be a bit more attentive and professional. I walked in and no one said anything to me for a while. I was the only person there that morning.The service adviser was good. Rose Mary was good at listening to my issues. However my biggest complaint is that my problem with my vehicle hasn t been resolved. I bought a used Expedition Max at that dealership with about 45k miles on it. During the 4-5 months that I have had it, I have brought it in twice for transmission issues not shifting properly when downshifting. And I m still having the same issues after the tech did two reprogrammings. I will be taking in my vehicle for a third time in the next week or so and I seriously hope this will be the last time I take it in.To whoever s in charge of the transmission techs, I hope that I get a better explanation and a solution when I come in again. These reprogrammings are not working and my patience is wearing thin with having to take it in over and over again. I never get to talk to an actual tech and only get to talk with the service rep which doesn t help me have a detailed discussion to the ACTUAL person trying to fix my vehicle. The explanation I get when I try to discuss the issue is that the techs are just following Fords warranty recommendations, but it s not working.So how about I actually get to talk with a tech instead of a service rep about what alternative solutions there is instead of doing the same reprogramming over and over.

  Oric LaGrone
2 years ago
Had a greaT experience at Big Star ford. Amazing customer service from sales professional Richard Chapple! And to the financial department I apologize I cant remember your name but Acclaim(high praise)to you as well! Since they only give 5 stars here's five more love my truck!

  Steve
7 months ago
Refused to fix my wind noise issue that I pointed out to them because there wasn't a official recall for the issue even though many other buyers were able to get their issue fixed at their dealership. At first they denied the problem existed and I had to come in and show them before they took the matter seriously. Even after that they wasted a month of my time and in the end I just took the car home because I didn't want to hold a loaner car for someone else who needed it because of their incompetence. I would reconsider buying a vehicle from this dealership because their service department is lacking.

  mindy
8 months ago
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 loaner 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.

  Lecia Macrohon
8 months ago
Let s just say all is good when you re buying the car new there. It s so whole other story when you re there for repairs/ recalls or services in general. I wouldn t go back to that place if the car would be free. It s to much to repost here. Feel free to see my Yelp review or my other reviews for Big Star ford. We were without the car for on and off for almost a year for parts, services and waiting on the mechanic. The service representative sucked was rude, unprofessional and not informativeServices: Electrical repair, Steering & suspension repair, Electrical, Auto engine diagnostic, Battery

  Denise
9 months ago
No one to answer phone. No phonecards about progress. Took 2.5 days and we had to show up to see what the he'll is going on. I bought my used car from you and I get all services done by you. Service socks, I'm just hoping I'm getting the best. 3rd time for bad service I do not know any reputable mechanics. I'm stuck with you!)

  Juan Segeada
7 months ago
If I could put negative stars I would. Terrible customer service at this location. Never received any communication about my vehicle. Called multiple times with no answer. Had to physically go up there just to get a vague response in return. Took over a month to correct an axle problem. No loaner provided either. Had to finally complain to the service manager in order to expedite things along. TERRIBLE!

  tony taylor
a year ago
I called for an appointment to get my oil changed on my truck and was cheerfully greeted by Renee the receptionist in the service department. when I went in for my appointment, again I was cheerfully greeted by NAME from Renee at the receptionist desk (I did have my work shirt on with my name on it, but at least she was paying attention and it made me smile). The entire process was explained to me from start to finish with no surprises. The service techs and porters were fast as well. There was one little incident where someone accidentally got oil on my floor mat. I texted Renee on the customer portal text and was instantly responded back to with a please return to the dealership message. I hadn't left yet, so when I pulled back over to the service department Renee personally came out and took my truck to the back and had my floor mat cleaned. I give Renee 5 Stars for Customer Care and Service and I give Big Star Ford 5 Stars for Customer Service and Price.Service: Oil change

  O Taylor
9 months ago
My car was there for 7 full days and nothing happened with it even though I was told it was ready for pick up. They lost my car then neglected to give updates so I repeatedly had to reach out to them with little to no success. After 5 days, I was told the camera would be readjusted and it would take 4 hours. 16 hours later I'm told the car is complete and come get it. When I do I'm told nothing has been adjusted or done to the car...at all. Thanks, Ian, for nothing. Colossal waste of time.

  Off Beat
a year ago
Overcharged me. Slow, poor customer service. Customer service is something to be desired. 2nd person in line and waited 37 minutes to get my first acknowledgment. Went in for an alignment, and my later found out my tie rods were never touched. Alignment was back to wearing tires again. Took it to someone else. Request a break job 800.00 later, and found out they did the rear breaks only. Never did the front. I did them on my own. Staff was rude to my wife. This dealership was very disappointing. My advice is to do your own work, or find a good mechanic, or another Ford dealership. That's what I'm doing for now on.

  A M
8 months ago
Despicable. Myself and 7 other customers in the service reception and not an acknowledgement from the woman on the desk. 20 minutes and asked for Stephanie with little regard for my wasted time. A simple greeting to let the eight of us know we d have to wait would have sufficed. This service prefaced my intention to trade the car in for a newer model during their Big Star event. On to another dealership.

  Stan Dupp
9 months ago
I really have to give it to these guys, overall a GREAT experience. TJ took care of me and did a great job. Had my truck back within hours working great. If you re in the area go here ! Top notch

  Josh Veach
a year ago
This service department is terrible. I brought in my 2019 Expedition. They held it for over a week and told me the issue was the battery after mechanics and electrical tech looked at it.They charged me nearly $500 for a diagnostic and battery and told me the vehicle was repaired. $175 for diagnostics!When the issues occurred again on the same day I picked it up from the shop, I took it back to the dealer and they told me they wouldn't work on my vehicle because it had a salvage title and I had an after market stereo. When asked why they worked on it the first time, they said because their employee was new and didn't know the "policy". By this logic, they won't honor a warranty if you add a sub.When asked "why they put a new battery in if the issue was electrical?" They tried to tell me my other battery was bad.I tested that battery before I brought it in and the tester said it was good. When they told me it was bad and swapping it fixed the problem, I assumed I got a bad test result. Then they claimed the battery was bad from cold weather. The truck was brought in prior to any cold weather.They have no idea what they are doing. These techs are not real mechanics. They practice swap-tronics until they resolve the problem, and charge you for unnecessary work, claiming the issue had multiple sources. Crooks!I would steer clear of Big Star Ford and their service department.Service: Electrical

  SyKoBOZO
a year ago
The Service Dept. is awesome at Big Star Ford, Ian Sellers and the rest of their crew are amazing and funny too (yes waiting on your vehicle can be fun) I had some custom work done on my SUV and it was done fast and perfectly, my ride is running extremely well right now, thanks to Matt (Master Mechanic) and his guys.100% happy I bought my car there, would buy my next one from them too.DavidServices: Tires, Steering & suspension repair, Auto engine diagnostic, Wheel alignment, Brakes, Brake service & repair, Oil change

  lisa bowers
2 years ago
TERRIBLE CUSTOMER SERVICE1 This has been a lesson in non-communication. My first review was stating how disappointed i was in the level of service I received at Big Star Ford. I had taken the whole day off from work to have recall work done on my truck. I had made an appointment a week before and they were aware which recall my vehicle was in for. When I got to the dealership I was told that I could not leave my car because they didn't have the part. I was very disappointed and expressed that to the service advisor. Why hadn't they ordered the part? I was assured that they were ordering said part and they would call me within the next couple of days. I never received a call back and I began calling and leaving messages for different managers within the dealership. NO ONE EVER RETURNED MY CALLS. I then left a yelp review and got a call back within minutes and was told by Jeff, the service manager, that if I would take down the review they would take care of my issue. I agreed and took down the review and it has since been three weeks and I haven't heard a word. I'VE LEFT MESSAGE AFTER MESSAGE with no call back so needless to say I am astounded and the treatment given at this dealership. HORRIBLE is all I can say! I should have never taken down the first review, but he should never have asked me to do that and then not followed through with his end of the bargain.

  Teresa Jensen
9 months ago
Renee was very helpful and efficient in taking care of my vehicle. Even took care of a recall follow up on the door latch.

  Steven Tucker
4 years ago
This is the second time I have taken a Ford in for service to Big Star. This time they called me to notify me of a recall. We set an appointment for the following week, and I received one reminder text (one is all I want and need - my dentist should take note). I arrived on time and was promptly helped by an advisor. I told her what I wanted done in addition to the recall and she carefully went over the pricing for each service. I was told my truck might be ready the same day, but probably the next. In fact it was ready the next day, early in the morning. They provided an Uber both to return me to the house and to pick me up when the service was complete. I don't know if that is typical or just because of the recall, but it was nice as I didn't have any other option. To the best of my ability to tell, the work was done in a professional manner and there were no surprises in regards to pricing. My first visit was about a year earlier and I was similarly impressed with their performance.

  Markus Hyder (Geminiwarrior)
2 years ago
I have been much more loyal to Big Star than they have been to me. Rene and Ian are great, but the service you receive is always subpar. They constantly miss the details. One time it was forgetting to reset my oil meter, another time it was forgetting my wheel lock, almost every time they don't check all of the tires for the correct air pressure, and this last time it looked as if my vehicle wasn't even washed because the guy didn't even bother drying it. They went up on the advantage care plan, but dropped in the quality of service. As much as I like the service that Ian and Rene provide, the slacking of the rest of this department leaves much to be desired. Oh, and i would take your vehicle to a tire specialist if the suggest you get new lugs. They are probably just price gouging because I only had 1 wheel with swollen lugs but had purchased 24 because of their recommendation.

  Anthony Essett
11 months ago
Excellent service for my 2022 F350 Diesel. David Palmer was my Service Advisor, and he delivered on all promises. I recommend this Ford dealership.

  Steve Williams
3 years ago
This was a recall they got it done 1 day, ahead of my expectations. My service advisor did a terrific job as usual. I've had excellent service Big Star Ford for both of my families cars. Getting ready for another car soon. We won't go anywhere else.Service: Body & TrimService: Body & Trim

  Teddy Ruxspin
3 years ago
Great service. Be sure to make an appointment to avoid delays. Renee was knowledgeable and friendly and she had technicians talk me about possible issues with my battery. The technician, I think his name was Chris was careful and triple checked battery connections. I love Big Star Ford that's why I drive from Katy to get maintenance/routine services.Service: Oil change

  Brent Homes
a year ago
Marion has been a super star with my service. I have had two vehicles in your shop recently and she was fantastic, very friendly and professional. Thank you