I've got a question...

[Samhain]

I've been a loyal customer of Five Star for over the last five years, buying several cars / trucks from them. When I was dealing with Skip I was in and out, and happy with the deal. I didn't have some salesman pull the old "Let me go to bat for you" or "Sign this if you'll give me your word you'll buy today".
When I worked a deal with Skip, he would assign me a sales person to help me pick out what I wanted and then we would BOTH go back to Skip and tell him what I wanted. Skip would then give me one price that was fair and the deal was done. NEVER a problem.

I have to say this bothers me to share this, but after being a loyal customer for so long I got treated like I was just another smuck when I came in to get my wife a new daily. Please keep in mind that the sales person that helped me pick out my last truck was the same one that played the usual dealership sales games on me this time. Being shocked as I was I called him out (without being ugly) that I wasn't about to play these games, he said he was sorry but that it was standard procedure. Since when? Needless to say we declined the "deal" they offered us.

What happened to the days of when you're loyal to a company that they do everything they can for you? Last but not least the last time I talked to Skip about possibly buying an 05 mustang GT he told me that Five Star does not pull the fair maket value crap. That impressed me. Clicky (http://www.dfwstangs.com/forums/showthread.php?t=212623)

While we were waiting on my wifes deal to go through I saw the Mustang GT on the floor had the fair market value price increase, as did the t-bird and the Escape (Alt. fuel cell model). All in all, I'm disappointed in the level of service since Skip has been promoted :(

[Futurama]

although i wasnt there, i would bet money that if you had talked to skip, that you would not be charged that fair market value if you wanted to purchase the vehicle, and theat you would have had a much nicer experience. there are ALOT of people and even more management in that place, and there has to be, its a big dealership, and skip cant guard everything. its just reality. if you had talked to him, and if you give him a call now, i bet he can fix whatever problem you had and make it worth your time for the phone call.
call him on his cell, its what its for 817-319-2298

[5starstanger]

Please P.M. me and let me know who you worked with. We have a the same way of working new vehicle car deals as we used to. We work it with another Sales Manager. Of course just like when Skip was in sales, he's not always availible. I'm sorry you went through the normal sales steps being a repeat costumer and a Stanger.
As for the price adjustments, the Mustang Gt hardtop was never sold over sticker at that time. That is what Skip was referring to. The only ones that were going over sticker were the convertibles. Our management does not like to do any market adjustments, but the convertibles were more rare and high in demand. The hybrid is extremely rare in town,(we get four this year), and frankly it demands a higher asking price. The last time we had a market adjustment on a T-bird was when they came back out a couple years ago. We had the same situation with huge demand and no supply. We take the market adjustment very seriously. It is not a game to us at all. We only use it when the demand calls for it, and we know we'll sell them at that price. We definitley could have sold most of the GT's over sticker, and definitely now that there are none. We just didn't want to unless the demand pushed it there. Demand might get there in the future.
I hope this explains some. Again I'm very sorry you were not treated up to our standards. We will do everything in our power to make sure you and everyone else is treated at the high level our store is known for.
I've told Skip about your situation and he'll get in touch with you. He's with costumers now, but wanted me to reply to you imediately.

[Samhain]

Steveo, Skip knew I was there and trying to work a deal. The sales manager I was working with even talked to skip. I know these guys need to earn a living but I know they still had room to adjust, but they played hard ball. I should have realized why, that day the show room was empty (only three guests) and I'm sure they wanted to get decent numbers for the day. Either way I feel things have changed at Five Star.

[Samhain]

We take the market adjustment very seriously. It is not a game to us at all. We only use it when the demand calls for it, and we know we'll sell them at that price.

Can you explain this in greater detail? What I'm reading is "We know people will pay extra so we'll jack up the price, because we can".

I'm really not trying to be an ass here, I just don't understand the night and day difference in customer service since my last purchase.

[Futurama]

Steveo, Skip knew I was there and trying to work a deal. The sales manager I was working with even talked to skip. I know these guys need to earn a living but I know they still had room to adjust, but they played hard ball. I should have realized why, that day the show room was empty (only three guests) and I'm sure they wanted to get decent numbers for the day. Either way I feel things have changed at Five Star.
wow, well whatever happens, i hope things work out for ya, soon as i saw your post i called em up to let em know that you needed help lol. good luck.

[5starstanger]

We only put a market adjustment on a vehicle when it would be a bad business decision not to. If the demand was so great for a vehicle that the market called for it and we didn't, that would be a bad business decision. I understanding exactly what your saying. I think about it everytime a pay a few hundred dollars for a cell phone, and six months later it's selling for 95 dollars. I think you can give excellent costumer service without giving up profit on ultra high demand vehicles.
Again we know you were not treated the way you like and the way your used to by us.
I know an apology doesn't do a whole lot, but if you P.M. me some details it would help us make sure it doesn't happen again.

[SALEEN449]

Sorry it took me a minute to get back to the computer. Who did you deal with?? I remember you coming in, but I had no idea that you had problems.....why did you not let me know while you were here???

I will admit, since the promotion it has been hard to keep up with the site and that it why I have brought Ryan on to help. He is in constant touch with me about the site and I trust him with my life (we have been best friends for 20 years).

I thought you sat at my old desk with Mike (sales manager) and worked the deal just like last time.....what can I do to help???

[Samhain]

why did you not let me know while you were here???


I had the sales manager that I was working with call you on the radio and you told him you would be out in a second. The only time I saw you after that was in passing and I had to stop you just to say hello. I guess you just had me spoiled with the deals and service I had been use to getting. I'm going to PM you who I worked with, I don't feel that it would be fair to post that here.

[SALEEN449]

pm sent

[SALEEN449]

For all who read this thread,
Any business, whether a dealership or sandwich shop is bound to develop issues with customers from time to time. What sets a company apart from the rest is how they handle it. Some would have just deleted this post because it's negative press, but I have decided to leave it up. We at Five Star are not perfect. We don't lay claim to be. What we do claim is to try to give the best service in town to our loyal DFWStang ownerbase. You guys and gals have brought us to the level that we are at today and we realize that. The incident with Jeff was not malicious, but merely an incidence of missed opportunity. I am in the process of investigating what went on and will make right by this I can assure you. Thank you guys for your loyal support.

Skip Harmon

[Vertnut]

Damn. Talk about being called out! One thing about this site- we hear the good, and the not-so-good. Hope it works out for all involved.

[propellerhead]

I hate that 4-square thing the sales reps do.

[5starstanger]

so do we!