Al Packer Ford West Palm Beach

Bought a new 2020 Explorer Platinum and have ad issues since. No one calls back

my car was in service two days for a headlight had to pick it up and bring it elsewhere. First and last time

I purchased a vehicle from this dealership and thought I was buying new. Found out after leaving dealership on my 275 mile drive back home the vehicle had 4,600 miles. This was not disclosed to me by salesperson, on website or in finance. All documents showed a "New" vehicle purchase with "7" miles. The absolute most worst and most deceptive purchase experience I have ever had and I am 69 years old. I am a OCD Certified Public Accountant and would have never considered a vehicle wiht 4,600 miles on it if I was aware. Even found potatoe chips underneath passenger seat when putting floor mats in.

Just purchased my second new Ford F-150 Platinum from Al Packer which is the 7th vehicle my family has purchased from them in 3 years and I could not be happier. The service has been the best I have ever gotten from any dealership, I am 65 and have bought a lot of cars. My salesperson (Brenda McGuire) walked me through every step and made sure I got everything I wanted. This time around was a special order and although I wasn’t happy with the communication from Ford went over a 6 month wait, Al Packer did the best they could with the information they had. Besides Brenda, the New Car Sales Manager Clyde Stallworth made sure that every detail of my purchase was perfect. I’ll be back in 3 years when it is time to replace this one.

Everyone was great except one grey haired service manager who was extremely rude. To quote him "Are you interrupting me?". You know who he is, and then he did not call me when the truck was ready.

Saw they showed 5 Broncos in stock. Went to their website and Chatted to schedule test drive. Got there only 1 car and could not test drive. Asked why they show 5 cars and they said they were preordered and not for sale. Pretty dishonest to post something you do not have for sale and then schedule a test drive. Buyers beware. Also they blame Ford for the posting issues. No responsibility.

That was a complete service failure that messed up my July 4th weekend. I am very upset and 1000 times not satisfied with it. On Monday June 28th, I took my car to be diagnosed for coolant leak. Brian Bailes, my service advisor told me that I didn’t have an appointment and because of the work load already scheduled, I needed to either leave the with him or to schedule for another time. I chose to leave my car with him. When I got home, I couldn’t call to tell him about another issue with the because he didn’t give me his card. On Tuesday afternoon, he called to tell me that the water pump was leaking and water was coming from the timing chain and the cost of repairs would be$2005.00 plus tax. I asked for a discount and he promised to take away $100 and agreed to proceed and I profited to tell him about the other issue with the front right window that couldn’t go down. On Friday morning of July 2, he called to tell the motor of the window needed to be replaced and the cost would be $480.00 plus tax. I told him not to do it and that I will do it later. Then, he said that the car should be ready soon and that he would call me when it is. On Friday afternoon of July 2, he called to tell that the car was ready to be picked up. I then called my daughter in Tallahassee who asked me earlier to come spend the weekend of July 4th with her and to whom I refused, because my car was being fixed and I didn’t know when it was going to be ready. After Brian’s phone call, I called her to tell her the good news that my car was fixed and that I was coming My wife and I went to pick up the car that same Friday afternoon of July 2. There, I told Brian that I had forgotten to ask for an oil change not knowing it was part of the repairs. He said it was too late for the day because the technicians were heading out for their long weekend. He also said that I could schedule an appointment for the oil change with the cashier then, he asked her do it for me. My wife and I went to the cashier to pay and we were surprised when she told us that the total was $2440,91. I then called Brian to tell him that he overcharged me and that I didn’t get the discount he promised. He replied that he had told me that the cost would $2500.00 and he took away $100. My wife asked him then if he could take away more than $100 and he said that Was the best he could do and that only managers above him can give more discount. I then told him to go the managers to get us more discount because that wasn’t the cost he had told me originally. He then said that he could take on him the cost $73.00 for the oil change. The oil change was already included in the repairs that he asked us to pay. My wife insisted that he goes to his superior for more discount and he said no and that we needed to pay the $2440.91. I agreed to pay. After we paid the $2440.91, the cashier scheduled me for oil change that was included in the repairs for July 15 at 10:00 in the morning, then she handed us the receipts. We were just about to thank the cashier When Brian came to tell us the worst news yet of the day after we already paid. He told us that he went to get the car for us, it misfired and that his technicians already left and that he will have to check on Monday July 5 why it misfired. He continued to say that the problem could be a loose spark plug or a wire, it could also be the dommage caused by the water leak and if that is the case, we would have to pay for the additional repairs. I then asked Brian if he would also do the oil change in my car on Monday and he said yes, he would. I definitely thought I was dreaming because I just couldn’t imagine that my service advisor at Al Packer Ford of West Palm Beach would accept to change the oil on Monday in a car that they serviced today. The car didn’t even leave their shop but he will change the oil that he chang d today. I didn’t want to take my car to another place where they know nothing about Lincoln. I took it to Al Packer Ford to get it fixed but, what a disappointment? They were the ones that diagnosed the problem, told me the results and the cost of the repairs, told me when the repairs were done to pick my car up, told me how much to pay, and the ones that decided to keep my car for misfiring after I paid them for the repairs that they told were done. Al Packer Ford needs to answer these questions: Why did they call me for a car that wasn’t ready? Why did they make me pay for the repairs and keep both my car and my money? Why do they want to do an oil change that was already included in the repairs? Why did they lie to me about the cost of the repairs? Why do they want to charge me additional fees for the repairs of the work that they themselves diagnosed?

We were told we get 2 free oil changes when we leased a Ford Explorer. So my wife takes her Ford Explorer lease into Al Packer for the free 7500 mile oil change only to be told they cant do it unless it says so in the lease agreement. Off to Jiffy Lubr she goes. I checked with Chris at Palm Bay Ford (great customer service!) and he told me all Al Packer had to do was pull up their Oasis program on the computer, enter the VIN, and it was right there...free oil changes. Lazy people and lousy customer service here!

I have bought many cars over 30 years and this is the first time I have had a great experience buying a car and not feeling like I got taken advantage of. Also, I had to buy the car before I could drive it because I was out of state. I had a tough time finding the car I was looking for when I called Al Packer Ford and got Ed Rodriguez. He is by far the best car salesperson I have ever worked with. He got me information I requested right away, found the car, and did everything he and the dealership said they would do. Tracy the sales manager was also very respectful and helpful. I would highly recommend these guys and the dealership! Thanks again for the great experience guys!!!!!!!!

I would not recommend doing business with these folks. They have the worst customer service of, literally, any company I have ever had the misfortune of dealing with...a rude, arrogant, unresponsive group of people.