Customer service is a front. They send you surveys, but do not reply to issues and concerns. Repair service department is always on a learning curb and are always firing and hiring new help. It's like talking to deaf ears with these people. There train to ask, but they do not hear and resolve problems. It's like talking to my 15 yr old. They will tell you "yes sir" with a smile and they won't correct your issues. Hard to explain. Good luck with these people. They claim 100% customer satisfaction, but it's just marketing for them. read more

Do not even let the wind blow your farts in this place's direction! Stay away! They are more unorganized than my 5 year old son. They have you fill out a credit application, but they won't run it until you've selected a vehicle! How in the world are you supposed to know what you can get if you don't know what you're approved for? They didn't just run the credit application once, they ran it 3 times! That's 6 points against our credit rating we won't get back for 6 months! Those people are fools! The sales team has no authority to make deals either. They are decoration in an otherwise dreary building. You fill out paperwork, the salesperson then takes it to a manager, then the manager talks to the "bank." Something seems fishy there. If I knew I was going fishing when I went, I would have taken my rods! When we refused to pay $25,000 for an $11,000 truck, they ran after our moving vehicle and begged us to go back. "I'll do whatever it takes to get you in that truck." When we went back, the finance manager offered to take $500 off. Umm no dice, dude! When you and your "bank" are attempting to double your money via interest, an unnecessary "if anything happens to you or the truck it'll be paid off" insurance, and a mandatory extended warranty, you need to be evaluated by a mental health professional. I get the feeling their "bank" is a loan shark sitting in a back room threatening to break toes with a hammer if he doesn't get his money plus 100% interest. read more

If I could give this dealership negative stars I would. The Ford dealership we had used before was a 5 star place and the quick lane service that Ford advertises on tv was the real deal....... So two Fords later we moved to Pearland and expected the same kind of service from Big Star Ford. I purchased a 2014 Taurus Limited here and the buying experience was meh and it took 5 MONTHS for them to get my license plate in! If you try calling them about anything, you can bet on going to voicemail and never getting a return phone call... I told myself that at least the service department should be decent. Well it isn't.... I brought a vehicle there for a oil change and was told it would be 4-5 hrs! They said I should make an appt. I told them that they are advertising as "quick lane" so I should be able to just wait and get it done. (I waited no longer then 30 minutes at my previous Ford dealership. They held their service department up to Fords standards) I left my vehicle. Today I go there (cringing) because I needed the code for my door. They wanted to charge me to get it! I got it once before (at the other dealership) at no charge. I just left and promised myself to never buy a vehicle from here again. It's been problem after problem dealing with this Ford dealership so buyer beware. If you expect a good buying experience plus service after the sale, especially if you are used to quick lane service from a quality Ford dealership, then GO somewhere else! read more

Do not take your business here, take it somewhere else...ANYWHERE else. I have had nothing but horrible experiences with this place. I had a car that was stolen and brought it here to be fixed and cleaned (thieves had left remnants of marijuana in the car) Paid for a full detail and had it delivered to me at work. When I looked inside my car, it looked like it hadn't been touched. There was still mud in the floor mats, weed and wrappers still in the car, (actually thankful for the next part)...one of the thieves' drivers license AND the driver who delivered it left his styrofoam coffee cup in the cup holder. After my complaint they took the car back in, shampooed and deep cleaned the vehicle and refunded the money for the detail. 2 years later, I turned that car in to this dealership and started a lease with them (should have let my past experience keep my eyes open to their 'service') I had to make multiple (lost count after 3) trips back in here to re-sign paperwork and make a payment because their financial team was not competent enough to do the deal the right way. Even went on my lunch hour, as requested, and the guy knew I was coming , I stood there for 20 minutes and all I got was the receptionist telling me he will be right down. With 2 calls to the guy and no answer during my wait, I left. As soon as I left he calls, telling me he NEEDS that paperwork today (papers that were screwed up a month prior) I went back the next day, and argued with them til they filled my car up for free. Now, 3 months into my lease, and on my 2nd set of temporary plates, I have been wondering where my permanent plates are. Called them Wednesday, talked to manager Jeff, said he would call back in half an hour...its now Friday, so I called back. After more of the run around from BSF, I called Brazoria County myself and ta-daaaa, no record of my car being registered!!! Called back and talked to another manager Chris, telling him everything that has happened, including/highlighting the 'forgotten' return of a phone call. He said if he doesnt call back in an hour to call him. Waited 2 hours, called back, no answer...WEIRD! I will be showing up there in person to get to the bottom of this. Way to treat your customers!!! The last thing on ANYONES mind in this dealership is customer service... I will be sure to steer anyone I know clear away from you! read more

My 2011 F-350 has been to Big Star twice now and I figured I would begin to make a relationship since we are moving within walking distance of your dealership! The first visit was for a basic radiator flush and the service writers and shop employee were all very nice. Got the truck home and I was smelling anti-freeze, so I lifted the hood and found they forgot to put the reservoir cap back on. Really, no harm no foul. But then I wanted them to look at my truck for having hesitation which there's a TSB for, it took over two weeks to get the truck in, again no big deal and I understand the shop is busy. I told them I wanted to wait for it and they said it'll take awhile and that I should leave it, so I dropped it off the night before! The Service Department had my truck for two full days! I was told my truck had a ton of updates... which I knew was BS. On the second day I called at 3 to ask about my truck to be given the ol' "I was just checking on it... let me call you back" only to have a call back saying they cannot update my truck because it had a "download on it", WHICH WAS NOT AT ALL TRUE... they thought my CTS Insight was some kind of "download". My response to that statement was, please DO NOT tell me you had my truck for two days just to tell me this!!! No, we are working on it now and it will be ready today. So, I show up to pick it up and sure enough your Service Department only did one hour worth of work to update the ECM/TCM. Then your Service Department had the balls to try to charge me for update when it was covered under the 100K warranty!!! It took four people to figure out that I did not have to pay for it!!! So, I am done Big Star Ford! Which is unfortunate because once a Ford Dealership earns my trust I remain loyal to them, read more

I bought a nice mustang from these guys online. We negotiated the price and I signed the contract. I paid to have the car shipped to me in Hawaii. That was the first red flag. After they received the check from the bank I had a very difficult time getting them to actually ship the car to me. After many telephone calls the car was shipped. I love the car and enjoyed having it for about a month. At that point I realized that I hadn't yet receiver the registration. That's when they did what I consider to be very close to criminal. They told me that I owed nearly $1000 more dollars because they "Miscalculated" the tax, title and license cost. They refused to send the documents until I paid the additional money. What kind of dealership can't figure those simple costs? My position is that I negotiated and agreed to a price. Bottom line, I believe it was their way to squeeze an extra $1000 from me. Very underhanded and unprofessional. read more

Based on the poor showing online, they probably do not care or have not at least taken action to create a better customer experience. Dwayne in the sales department lied about a promotion and has told me twice he would call me back but has yet to. This type of culture starts at the top. Ford is a great brand but Big Star is a terrible one. What happens if Pearland has another option at some point? read more

Whatever yo do, do not buy the oil change package with your vehicle! I'm supposed to get 2 more oil changes and I will paying out of pocket to go elsewhere. I was there back in January and it took them over 4 hours to change my oil! And I even had an appointment! Each oil change was supposed to come with a free vacuum and car wash but the last time I was there the wash was broken, and still over 4 hours for an oil change. To make things even worse when I finally got back in my truck there were oily footprints all over my floorboards, I was furious. I spoke with the service manager and asked for a refund of my $300+ (my truck is a diesel so it costs extra), and the manager told me all he could do is offer me a car wash at a later date. Now I just called this morning (7-22-16), and they told me there were no oil change appointments until August 2nd and that it would be 1-1/2 to 2 hours minimum, and that's with an appointment, could be longer if I just showed up. I can do it myself or have it done elsewhere in 15 minutes! Buyers beware! read more

Beware of a brochure that tells you they will give you a certain price for your vehicle or that they will pay up to 110% black book for your trade in...I was ready to buy and they offered 11 thousand under what they offerd in the brochure and 90 % of the black book price..Said they had no more room to work with....Neither did I after the insult and no reasonable explanation I left not to return. read more

I took my car in because my belts were squeaking. Greg Shultz advised me it would be $125.00 to diagnose the problem. Okay. He called me and said they found the problem a broken crankshaft bolt. They would replace the engine for $7000.00. What? My 2005 F150 has 53,000 miles. He said they would try to remove it for $400.00. I agreed. He called and said they could not remove it I need a new engine. When I went to pick it up he tried to charge me $400.00. I told him I agreed to pay the $125.00 for the diagnostic not for a failed attempt at who knows what. I felt that the overall experience was lacking. read more

This 5 star review only applies to my salesperson Kirstin Noel. Read the other reviews and be forewarned because I definitely experienced unprofessional and shady practices from the dealership overall. That being said, they had the vehicle I wanted at what seemed like a great price. With a little negotiating it made it worthwhile to overlook their great negatives and go along with the purchase. So if you find yourself in this situation as well, Kirstin is your person!!! Can't say enough positive things about her. Honest with what she knew and didn't. Responded to my online request for additional info about the vehicle IMMEDIATELY. Worked tirelessly to find answers when required. Constantly stayed on top of things as we progressed closer to the sale and delivery of the vehicle without any prompting. Came into the dealership early and on her time off to ensure that I was never inconvenienced or delayed by her schedule. She is exactly what was needed to help Big Star earn my patronage. If any of the other salespeople I interacted with was the one I was working with I would have gotten up and walked away from the deal no matter how good it appeared to be. Big Star - please applaud her for her amazing personality and work ethic - and use her as an example for the entire sales force. Future buyers - reach out to her directly if you are looking to buy from Big Star. read more

Unbelievably bad Service Department. It is perhaps the worst in the country. Beware of the service department management. Brought in vehicle for warranty work multiple times. Still not sorted out. Had my Expedition in for a bad rear windshield wiper blade. They had my vehicle for 2 days and said they are still waiting on the part. I got pissed and left. I went to NAPA in Pearland and had it in my hand 10 minutes later. Run fast and far from the service group. Get everything in writing or record all conversations you have with the manager. read more

My salesman Augustin Garcia was a pleasure to work with. No car salesman hype. I went in with an offer and we closed a deal. My son also purchased a vehicle the day before and I helped him close his deal and Augustin's professionalism made me go back and make my purchase. read more

I have now found the dealership to handle both vehicles. Great service yesterday and Todd service advisor was great too.

I really didn't even want to give them one star. This is the WORST place I've ever been to, I went in for a simple oil change that was suppose to be $30 and ended up paying $50! Austin was very rude to me and seemed annoyed I was in his presence. Finally I got my car back and he throws everything at me, doesn't tell me where my car is and to make matters worse I got my car back and my air was blowing hot! I will never go to them again I don't even want to bother them about my air not blowing cold, that's just how bad the customer service was read more

Worst car buying experience ever. Almost everyone that I had to deal with seemed to only try to bullshit and lie to me. Their service department is the very worst. Big Star Ford is 1/4 of a mile from my home, but I will driving 20 extra miles to Tommie Vaughn Ford to have my vehicle serviced. And don't get me talking about rudeness. I don't know how most people feel, but customer service is a big deal to me. For example, Robert DeLeon (service drive manager), has an "I don't care" attitude. The very first time I dropped my brand new '16 Mustang GT 5.0 ($48k), the people in the service department parked my car out in the rain with the windows down. Ignorant and unacceptable. And not one person has apologized for this stupidity. In a meeting with the general manager, David Premazon, all he kept saying was his people were a work in progress. Hell, they've been there for 2 years. There is no repercussions for his employees that do poor work or treat the consumer with blatant disrespect. Whether you're considering buying a vehicle or using their service, be very aware. read more

What a great Dealership! Not all the usual "circus" tactics. We went to a friend's dealership to purchase our Fusion. I recieved a response and call from Sky at Big Star. I was actually using them to compare pricing. He called me and answered my emails promptly all day while we "fought" with the other dealership. In the end, we decided to go check out Big Star because of all the help Sky had given me throughout the day. I had already explained that we were at a friends delearship and I was checking around, but he didn't bat an eye, and gladly helped and answered all of my questions and looked for a car to fit our needs. Rick in the finance department stayed late to help us and got us a great rate for a first time buyer. We are glad we came in and will be long time customers. Your whole staff was friendly and professional and we appreciate that, as it is not always the case when buying a car. BTW...we are there today to purchase a second vehicle! read more

This was the most straight forward and stress free buying experience I've had buying a vehicle. From the salesman, Jacques, to the sales manager Buzz to the finance man Cody, each one treated me with the utmost respect and honesty at each stage of the purchase. This is where I'd send my mother to buy a new car and know she'd be treated right. read more

Great experience! I purchased a used Lexus and got a great deal on a beautiful car. I highly recommend this dealership!

I had a wonderful experience at Big Star Ford. No high pressure sells. Good deal on purchased car.

Ive left a voice message for almost everyone at Bigstar, including Brian, and i have yet to receive a phone call back. Absolutely horrible customer service! read more

I was requested to call the General Sales Manager, Mr. James Jackson, back in response to my YELP comments. Over a 3 day period I have left 2 voicemails, was transferred back to operator once, left a note with the operator for him and still no response. When I inquired about who the owner of Big Star Ford was and their contact information the operator told me they did not have any information for them and that I could look it up online. Another example of the poor customer service at this location. read more

Hi There, I had a routine service for my pilot in Bigstar on 7/19. Now I have some questions regarding to the service and the condition report: 1. I had a brand new Michelin tire on the right rear side about 2-3 weeks ago, but the report marked it as yellow. 2. the report shows the coolant is EMPTY, which is very strange - I never had any leak, and I have regular service every 6 month in Bigstar, and I never had any problem of temperature -- HOW and WHY the coolant became empty?!!!! 3. the report says the engine air filter is RED, but you did nothing on it!!!!!! - the guy even did not bother to ask me if I want to change it, he just asked me to take the service of coolant. 4. There is a hand-written line on the end of the report says there are some potential problem, which you never mentioned before. 5. they did not change the engine oil. the only thing they did right is car wash. 6. I found a pair of eyeglass on the pipes beside the belt yesterday when I opened the bonnet, --it is very dangerous!!! Tried to contact the service department a few times 8 days ago, but they did not response until today! read more

This dealership is a joke. We took our Expedition in to get serviced on Wed, 8/20 to get our blinkers looked at and fixed. We heard nothing at all from the dealership. Finally, Friday, we called and they had not even looked at it. My husband was told they were going to bring it in to be assessed in the morning and would be done that day. Again, we heard from no one. Finally, we drove over there today, Saturday, and no work had been done and the vehicle had not even been looked at. The customer service at this dealership is horrible. I would strongly urge you to take your vehicle elsewhere. Basically, we wasted 4 days for nothing and my car still is not fixed. Ridiculous. read more

All I ask is to be kept up to date on the repairs being performed. I took my truck in for repairs on the 5th of Oct and received a call the following day of the repairs and time required. It is now Saturday the 10th and I have not received any further updates. After calling today to inquire, I was told no one is working on it today and that the status was unknown. I don't believe they would want to be treated in this manner and I understand situations may arise which could prolong repair time, but all I want is an update or at least if I call to check on the status, someone should be able to let me know. Not just leaving me hanging as if they don't care. A better response would be "let me look into this and return your call within the hour"....Frustrated!!!!! read more

Awesome car buying experience. Go see John Eldridge. He and the staff at big star exceded my expectations. Will definately return for my next vehicle. read more

Can I leave a negative star? The MOST horrible dealership I have ever set foot in. First of all, we walked around the lot for awhile and not one person acknowledged us. Then, we decided to walk in...again, no one came to help us. Finally, Justin walks by and asks us if we have been helped. Uh, no. You could tell by his demeanor and attitude, there was definitely other places he would rather be that day than at his JOB. We were trading in a 2016 KIA that he came back and said he would give us $15,000 for. Hahahaha!!! What a joke. He also knew NOTHING about the car we were interested in unless he went and spoke to his manager first. Puh-leeze. Stay away from this joke of a dealership...we are headed over to a real dealership as I type this. Oh, and they didn't even have cups for their customers for the "courtesy coffee." The dealership was ghetto, to say the least. read more

I give the service department 5 stars. Making the appointment was easy. The young lady that I spoke with was able to get me in the same morning that I called. Once I was there, the employees that I encountered were professional, knowledgeable, and kind. I was in and out of there very quickly and the issue was fixed. After recently having a really bad experience at AutoNation Ford in Houston, having this great of service was truly appreciated. read more

one of the worst experiences trying to get my warranty refund after I sold my car. Trying to reach ANYONE in finance is an absolute joke. Apparently they don't know how to respond to emails or answer the phone. I understand being busy, but come on.. it shouldn't be hard to respond to an email. I am so glad I sold my Fusion - I will NEVER do business with them again. Service department was 'ok' - but I had to return there (and it's not down the street from me) to get my alarm adjusted twice. read more

I purchased a car 6 weeks ago and had to call back to see why I haven't received my license plates. There was a good reason but I shouldn't have been the one to make first contact. They may have never called me to let me know what was needed. The temporary tags would have expired. Also, I still haven't received my title. There is no lien holder. It doesn't take 6 weeks to get a title. read more

I was told that my appointment would take 60 to 90 minutes over the phone. The appointment was made for when the Service Person I was assigned to was at lunch. I spent 2.5 hours with no contact from the service department (they made the repair). I happened to look out the window at the 2.5 hour point and saw my car sitting there, so I went to the cashier to see if I could sign off/pay and get my car. There is really no sense of customer service there at all. I'll be trying the other Ford dealerships in the area because I really don't want to have to come back here. read more

Purchased a new F150 1 month ago from this dealership. My new truck broke down and left me stranded this last week. The truck was towed to the closest dealership, Ron Carter in Alvin. It wound up being in the shop with three major issues. I contacted my salesman and was told that I should have had the truck towed to big star. Ron Carter provided me with a rental and service writer and staff went above and beyond.I contacted Big Star again because I feel that I was sold a lemon. The salesman gave me the name of Bryan Burns who after I left two messages never bothered to call me back. I called FORD directly and got no satisfaction. read more

By far the worst new car buying experience I have ever had. We made a deal with Josh the so called manager on a Friday. We did some add on's to the truck and we were told the truck was going to come from a sister store and they would have it on Monday. My husband got a phone call from the guy that was doing the add on's on the following Monday trying to talk him out of the super charger. My husband told him we already had a contract and he wanted the super charger. That following Tuesday my husband got a phone call from a sales lady telling him something happened to the truck. To make the long story short Josh gave us promises he could not fulfill. Everything that came out his mouth was a lie. I went thru the BBB to file a complaint and again nothing but lies were said. We ended up going to Auto nation and asked if we gave them a vin number would they be able to tell us where the truck was they said yes. Small world, the truck was at Auto nation and had sold on December 2nd. We were told something happened to the truck on November 28th 4 days before the truck was sold. Again another lie. We drove 45 minutes to this dealership and spent numerous hours waiting on numbers. The wait time is ridiculous and Josh can not be trusted. There is a reason they have a D+ with the BBB. read more

This is the worst car buying experience I have ever had, the staff is very unprofessional dishonest and just not courteous. I bought a truck in September and have had nothing but headaches ever since first the windshield cracked after one day they took care of that after numerous calls and a bad review. They put my rims on the truck but did not change the sensors out so I constantly have the tire pressure light on, and to top it all off they did not pay my trade in off because it took them 17 days to pay it off from my date of purchase so after many failed calls to where no one has the common decency to return my messages I was on the hook for an extra 140 dollars that they short paid yet they've probably sold the truck and now get the title to it as well. Bottom line if you can avoid this horrible place my suggestion is run as fast as you can from these vultures. THIS PLACE SUCKS!!!!! read more

I never knew buying a car will be a heart attack till I met this men dressed as dealers with no skills, no nothing about customer service. My boys and I were looking for a car in Houston on 03 July when we called this dealership about one of their cars we saw online. At 2 pm I personally spoke to a salesman "CODY" who didn't agreed on my offer. At 6 pm, when we were on our way home( about 200 miles away), someone named "skyle" called me back saying he is CODY's manager and telling to come back check the car. I told him my offer is all I can make and we can come to their store if he accepted my offer, because we were on our way home already. I even insisted he answer Yes or No before we make a U turn. After a long talk on phone he said Yes. Then we drove 40 miles back to their store thinking we gonna get the car. When we got their, this irresponsible Kyle never showed his horrible face. We were told that he just left. CODY spoke to him on his cell phone about changing the battery on the car. After spending 1 hour on this dealership, an other pretty face came outside telling us they can't accept my offer, and he was two steps away from Skyle when we were talking on the phone and that Kyle never never said YES for me to come back. He walked his ass back inside without even saying sorry, No apology, no customer service manner, know nothing about being honest, liars. Don't believe anything they tell you on the phone, be careful... read more

Have only dealt with Service. They have been fixing another dealers mess ups. They have put a lot of time in for me and have really worked with me. read more

I wish I would have seen all the negative reviews before contacting Big Star Ford. My parents bought some Fords here before so I thought they would help me out. I filled out an online finance application (dropped my credit score by more than 20 points by the way) then was contacted by a salesperson who didn't even know. I was then blown off when I asked for help finding a car in my price range. The salesperson was unprofessional and I was made to feel like they just don't care. Go somewhere else. read more

Truly terrible car shopping experience. The sales team had the "don't let the door hit you in the a** on you way out" attitude after they realized we would not be up sold from the online asking price. We wasted our time researching and an entire evening of fruitless bargaining. read more

Drove all the way from Galveston to look at a truck advertised online. The cost was $1500 more than advertised...and yes it was the exact same truck. CROOKED AND DISHONEST! BUYER BEWARE!!! read more

My experience at this dealership was not a good one. But I want to say that my husband and I are repeat customer and have purchased from this dealership before and took our car there for service. We still own that car we purchased from this dealership. That is a reason we came back to purchase another car. Our experience on Saturday has us walking out without a car and with a bad test in our mouth. We arrived at our appointment time and met with our sales person LJ. He was good and we have no complaints against him. We had been in contact with LJ for three days in regards to a 2011 Mercury Mariner. We took a test drive and like the car. When asked about the price, I said it was $14,400 but I was not sure. I then pulled out my phone and looked up your website and found that the Mercury was listed for $12,960. LJ confirmed the price and we signed on the line for $12,960. LJ went to the manager on duty and he said there was no way he could sell it for that price. LJ came and told us and I said it was not my fault the internet had the wrong price. We tried to meet in the middle at $13,700 with a walk out price of $15,000. The manager on duty came back with a price of $15,900. He was not willing to work with us on THEIR mistake. We declined the offer and walked out. We also have our own financing so I am not sure if that played a part on him not willing to work with us. It is safe to say that your dealership has lost a repeat customer and I will be happy to give my option to my friends who ask. read more