Good day to all, Please note that I am very dissatisfied with my purchase of a 2016 Ford F150 from Al Packer Ford (White Marsh, MD). Listed below is my timeline of the lack of customer's service, attention to detail and/or respect for the customer's time. July 15, 2016 - I purchase a new 2016 Ford F150 from Al Packer Ford after being pressured by the salesman Richard due to an unknown reason. July 17, 2016 - While driving the radio system and display screen went completely blank. The system was non-operational for approximately 2 hours after numerous attempts to restore the system. July 18, 2016 - Rear damage to the bumper was identified, but I was departing the state to attend a wedding in Florida. July 19, 2016 - Contacted Richard once I've returned from Florida and was informed to bring the vehicle in for repairs and to take a look at the radio system. July 25, 2016 - I was informed to see Paul Mox by Richard. July 26, 2016 - My vehicle was reviewed by the service department and an appointment was made for the 21 July 2016. I was informed that the vehicle would be in for a period of 24 - 36 hours. A rental was provided, but did not provide the same capabilities of the vehicle that purchased. July 28, 2016 - No one contacted me about my vehicle to keep me aware of what was going on? July 29, 2016 - At 11:25am, any updates were asked by me at 6:30pm there was no response so I had to send another update. To no avail, Richard had departed for the day as he forgot to ask. Richard responded to the my text and informed me of the damages and the time it will take to fix the damages. Also, Richard asked me to come in at 9:00am the next morning. July 30, 2016 - I arrived at the dealership to be informed that the vehicle would not be ready until Monday afternoon at the later by Paul. This was a complete waste of my time August 1, 2016 - At 5:43pm, I had to ask for another update as I was forgotten again. Piss poor customer service. Richard failed to respond again. August 2, 2016 - At 12:14pm, I've texted Richard with still no response, wow! Who will be able to assist me? This time, Paul have left for the day after I had repeatedly ask throughout the last few days. August 4, 2016 - Vehicle was finally picked up and no fees were owed. August 13, 2016 - At 6:00am, I enter my vehicle on my way to work to notice that the air conditioner was not working properly. At 7:45am, I re-enter my vehicle and the A/C was not operational. At 11:45am, the A/C was not working. Mind you the temperature was scheduled to reach 100 + degrees. At 1:39pm, the display continues to read 83 degrees and pulled up the actual degrees in Baltimore read 94 degrees. At 4:13pm, the A/C was operational and the display read 100 degrees. This experience overall has been a painful, embarrassing, unpleasant and worst experience from any dealership in all my years of purchasing a vehicle. Please advise the best course of action to correct these deficiencies and/or assist me in my time wasted with this particular dealership and this line of vehicles. Respectfully, D. Young read more

Upon gaining a comprehensive understanding of the events, I am compelled to express my dissatisfaction with the recent experience I had at Al Packer Ford. In March 2024, I purchased a 2019 Ford F-150 from the dealership. Despite my initial reservations about purchasing a truck with over 100,000 miles on the odometer, the sales team provided me with assurances that the vehicle was Ford-certified and came with a three-month, 3,000-mile bumper-to-bumper warranty. However, three weeks later, my check engine light illuminated, prompting me to contact Al Packer Ford. As the dealership was not conveniently located near my residence, they informed me that I could take the vehicle to any Ford dealership for inspection. Upon visiting another Ford dealership, I was informed that my cam phases were faulty and that my catalytic converter was also in need of repair. I promptly contacted Al Packer Ford and requested that they inspect the vehicle. The diagnostic results confirmed the previously identified issues. The service department informed me that the necessary repairs would cost $7,000. I inquired about the availability of the certified bumper-to-bumper warranty, but I was informed that such a warranty did not exist. This revelation deeply troubled me, as it seemed inconceivable that the dealership had conducted a thorough 139-point inspection and failed to detect these issues. I subsequently contacted the dealership office and spoke with the Sales Manager, Athina, who demonstrated empathy towards my situation. She assured me that she would escalate the matter to the service department to explore potential solutions. The service department contacted me the following day and informed me that they could resolve the catalytic converter issue for $1,000. However, they denied the possibility of addressing the cam phaser issue, citing it as not being a significant engine component and therefore not covered by the warranty. Al Packer Ford subsequently contacted me the next day and offered to rectify the catalytic converter issue at their own expense. However, they declined to address the cam phaser issue. The service representative explained that the cam phaser issue was not of critical importance and did not fall under the scope of the bumper-to-bumper warranty. To my surprise, the malfunctioning cam phaser, which is connected to the engine, was the root cause of the converter's failure. Recently, I took my truck to another Ford dealership for a the phaser repair and was subsequently informed that a new engine is required due to the malfunctioning phasers. The technicians noted on the repair order that the truck had previously had serious engine issues, as evidenced by its service record. This experience left me feeling deeply deceived, as it is not a scenario typically associated with reputable Ford dealerships. This incident serves as a cautionary tale for potential buyers, emphasizing the importance of exercising caution when purchasing a vehicle, no matter how many assurances you receive. read more

What a horrible customer service experience. I drove over 3 hours after speaking with a sales person regarding a mustang 2010 advertised with leather seats for 16,888. Upon arrival the original sales person couldn't work with me because he was in the middle of a sale with a walk in. I was handed over to another sales rep. I handed over my registration for my trade and then test drove the mustang. Great car...just no leather seats AS ADVERTISED on the web site. I told the new sales person this information and he agreed it 'was a shame' the car wasn't as advertised. No one tried to work with me or offered to assist me in any way. I left the dealership with nothing but a warning and a comment about "what a shame it was I drove 3 hours for nothing and have to drive home in a downpour." I drove my 3 hours home...in the mentioned downpour. The next day I called into describe my bad experience and spoke with Jerry Clark. He apologized for my experience and offered to have leather seats put in the car AND have it delivered to me. I was delighted. This was the customer service I had been expecting. I readily agreed and was told someone would be in contact with me. The original sales person Richard contacted me via email later that day and asked if I would be interested in buying the car if they put leather seats in. I immediately responded that I had spoken with his boss Jerry and Jerry had promised to have the seats put in then have the car delivered to me. I never heard back. I emailed the entire management team on Sunday to explain what was happening and received an email from Tracy promising me they would 'make things right'. Monday I received an email from Richard saying they had decided they couldn't honor the leather seat replacement as they has originally said. I called and was told by someone at reception that the car had been sold. I have obviously been taken for a ride. These people never had any intention of honoring or fixing their errors. All they did was lie to me. I would never recommend Al Packer Ford to anyone. I am placing a complaint to the better business bureau. I have saved screen shots of the advertised vehicle and kept all email exchanges with all employees. Please do not do business with Al Packer. They are lying and unethical. I am so horribly disappointed by this experience. I honestly thought they wanted to make things right, I can't even express my sadness over how I was treated. read more

I have only dealt with AL Packer Dealership recently, having moved here from Delaware. Since dealing with AL Packer, I find their service procedure much more complicated than it need to be. I come in for service, I feel anyone in the service department can arrange this, I do not need to be assigned a person. I never remember the name and so we have to go through a process of finding out the name of my "service advisor" . With that said, recently I came in for an oil change and to have my brakes checked. In April, I had brakes and rotors replaced on the front for over $400 in the front. However, since having that done, the brakes periodically squeak.. I was immediately directed from the quick service lane to the repair department to where my assigned person worked. I still do not know his name. Upon inspection, I was told it was my rear brakes that were squeaking and I needed brakes and rotors for another $400 plus. I found this rather perplexing, since in April, nothing was said about the brakes in the rear. I checked the service report from the previous visit. Plus the fact that this car is rarely driven. Prior to retiring, my profession required me to know a little about cars, so I questioned the need for both brakes and rotors, since they were fine during my last visit. Yes I am a female, but we sometimes do know just a little bit. My service advisor seemed a little disturbed that I asked questions. I passed on this service. I took my vehicle to another mechanic, who test drove my car three times and found the noise to be coming from the front brakes and said the rear brakes were fine for now. I now know why we have service advisors at Al Packer! I think maybe the get a commission when they convince a customer they need repair...Just a thought since this is the only dealership that I have dealt with that operates in this manner. AL Packer, you have lost a customer! read more

On January 1st, I took a visit to Al Packer Ford to see what vehicles might be available that I could trade for my 2005 Buick LeSabre, that was in excellent running condition with less than 45K miles on it The salesman, Blake, showed me several Edge vehicles and I chose to test drive one of two that were 4-cylinders with Turbo Charge. I loved the way the vehicle handled and the features that it had. Knowing what my maximum monthly payment for a new vehicle could be and, again, not really being stressed by needing an upgrade, Blake and Russell worked with me to make the purchase possible. That evening I drove home in my new crossover and could not be more pleased with my purchase!! Thank you again, Blake and Russell, for making this possible!!!! Several days later I needed to return to Al Packer Ford's Service Department to have the front license plate bracket installed, since this vehicle had just recently been sent to the White Marsh location from a Pennsylvania dealership. Aaron (sp?) in the Service Department was very attentive to my needs and had me in and out in approximately 20 minutes. Thank you for the awesome service!!!! If there is any negative experience with Al Packer Ford, it is that I tried many, many times over the period of one hour to call ahead to find out if I could just come in without an appointment for my service needs...did not want to make the 45 minute drive to only find out that they could not take care of attaching the license plate bracket that day! Every time I called, the phone was constantly busy!!! That was extremely annoying!!!! Overall, I am very pleased with my purchase and the excellent customer service that I have received. Well done, Al Packer team!!!! read more

I was told to get an appointment. I did get an appointment for 7;45 AM. I was told not to bother to wait for my vehicle because the service appointment would take more than three hours to complete. Dropped my vehicle off. Al Packer did have a courtesy shuttle to drive me home. I was called by my service adviser at around 3:00 PM to advise that my vehicle had not been looked at much less serviced. The service adviser told me they wanted to take care of the people that waited for their vehicles first and were so busy they didn't get my vehicle serviced. Remember I was told not to wait for my vehicle. Al Packer had my vehicle for two days to address three issue. Oil change - completed, LED screen issue - told nothing found and bring it back if problem occurs again and finally a third repair on a hard top folding tonneau cover - not done. I was advised Al Packer would call me back the first thing the next week to arrange an appointment to fix the rubber striping. A week has passed and NO CALL FROM AL PACKER. This is my second lease vehicle from AL Packer. No problems with the first vehicle. This is the third service on this vehicle. Two prior to fix the rubber striping on the tonneau cover. Both prior appointment the repair was completed in several hours with no issues. I understand nobody is perfect but this was very unsatisfactory and surprising to me because the service at Al Packer is usually very good. read more

I made an appointment for service on my new F150 Lariat. I took the time to specify what was wrong including the driver's seat moving side to side when turning corners and intermittent front camera and Blind spot monitoring malfunctions. I expected that since I made an appointment for service that the service folks would have planned for those things to be addressed. I get there and I'm directed to the express lube side of things. This is the 3rd time I have had an oil change through express lube and each time it has taken nearly an hour and a half. I have no idea what takes so long to change the oil, rotate tires and put a caliper on the brakes. There are so many other places that can do it much quicker. Back to the service, They tell me the truck is ready and then proceed to tell me they will have to look at the drivers seat another time as it requires removing the seat. That was the whole reason I made an appointment for SERVICE! Then he tells me I'll have to leave it for possibly 2 days because they only have 1 guy that does the electronic work. How does a dealership that large not have more specialists? I'm not sure what making an appointment for service means to them but I expect that the things I requested to be addressed will have been addressed when I pick it up. As soon as my free oil changes are up, I'm going elsewhere. I may also be looking for another dealership to do service work. read more

Al Packer Ford in White Marsh is amazing! I've been shopping for a new vehicle for a while now. Transitioning from your two door college car to a mommy mobile isn't necessarily a easy choice to make as to what you want and need. I've been calling dealerships for days, yesterday I called Al Packer and talked to the most friendly Sales Assistant Brandie, she listened to all my questions (there was a lot) and answered them thoroughly and very respectfully. She was so helpful and found the perfect car I described while I was on the phone that I decided to come down and give them a shot, once I got there I sat and talked with the Salesman, Tony. Once again, I was treated with the upmost respect and he really worked with me and helped me get the best price for my trade-in (which was a 2008 Hinda Civic.) Being that my credit isn't that good, and this was my first purchase by myself without a consigner I was a little nervous and afraid I wouldn't be able to do it. However, Tony assured me the whole time he would make the numbers work. He did everything he could to get me the lowest possible monthly payments. With that being said, I drove off the lot in MY used 2013 Ford Fusion! All in all I would definitely recommend Al Packer Ford White Marsh to anyone and everyone looking for a brand new or certified pre-owned Ford! read more

Body shop and service personnel are great to work with. Friendly, helpful, and up-front. They are why I am giving this dealership 4 stars. The service people were fast and courteous and ready to explain everything in as much detail as you needed (mine was a simple standard interval oil change and systems check). They make up for the sorry sales staff who like to bait and switch...and the further you've come from the better the chance they are going to pull that stunt on you. I found out after I bought my supposedly brand new car that it had been damaged. In my case the doors were out of alignment and a local body shop, when I asked them to inspect it, said there had definitely been work done to the driver-side front fender. None of this damage was disclosed. Numerous calls and emails to the sales rep I worked with and sales manager were ignored. I ended up having to call Ford and lodging a complaint, as well as to find out what I could do to remedy the situation. I ended up having part of the left over damage (the misaligned doors) fixed by their body shop under warranty, which is great and the body shop people I worked with were super friendly and very helpful, but I shouldn't have had to go through that trouble to begin with. I certainly would not have paid full price for that car. read more

When a warning popped up about my emergency brake malfunctioning in my F150, I panicked. Googling did little to calm my fears, so I called Al Packer and got in touch with Aaron, who walked me through what it could be and was able to let me know if I was still able to drive my truck safely until I could get it in. Upon bringing my truck to the shop, he remembered me and the brief conversation we had on the phone which made me feel very taken care of. We did a 100k service, recall for a door problem, fixed the e-brake problem, and got an oil change/ tire rotation after I got a service package for it (totally worth it- $89 for 4(?) oil changes and extras.) I got a rental truck, which I was also thrilled about because I have horses and needed to potentially haul them places in the next couple days. BUT, the best part? It only took a DAY to get everything done. I was expecting at least 3, maybe more, because I hadn't made an official appointment. Aaron was incredible and walked me through everything that was done at the end and made sure I was happy with it all. Great customer service all around (including the other employees I had contact with), and I will definitely me making this my "home" dealership and shop from now on. read more

I had a horrible experience with follow up after purchasing a $50,000.00 F 150 platinum. I paid for kickouts since my wife is very short and hard for her to reach into the bed. They installed the wrong kick out and there was only one rather than the two I had been lead to believe. Months later I still haven't received the sickouts that I paid for upon purchasing the truck. I have engaged Al Packer about this over 5+ times to resolve the issue. They want me to pay for the kickouts again for 700,00 and I already paid $695.00 when I purchased the truck. I even offered to pay for the installation of the new ones and return the incorrect sickouts. This horribly poor service when I bought probably the most expensive truck on the lot, they couldn't even order much less install the kickouts. It was a horrible hassle because I called multiple times and I could only get any answers when I actually went to the dealership and waited to talk to the manager. I asked if he had gotten any of my four messages and he said he had been very busy an not much time to return my call. 50K and kickouts I still have yet to see, very poor customer service. read more

Love my 2014 Ford Edge that I purchased from Al Packer's White Marsh Ford. Got a fabulous deal on one of the remaining new 2014's and my Sales Professional Arnold Silverman was not only helpful, but made sure I got all the options I wanted plus some I wasn't expecting to be able to afford. There was no pressure and he was more concerned with my wants and needs then just sticking me in what they had. Even though they didn't have exactly what I wanted they worked diligently to locate a vehicle that I would be happy with and exchanged one with another Dealership. Finance staff was very helpful in explaining the Leasing process since I was new to Leasing. I got a fabulous vehicle at a price I could afford and this is the best SUV I have ever owned. Since then my three adult children and several friends have purchased from Arnold at Al Packer and they got the same great Customer Service and are very happy with their vehicles. The Service department is now taking care of the maintenance of our vehicles and we get the same great Customer Service from Paul Mox, our Service Advisor. Al Packer Customer for Life! read more

Outstanding service! My C30 collided with some road debris on I-95 just north of Baltimore. A piece of angle iron (mounting hardware for a truck mudflap, apparently) shattered my driver's side wheels and tires, bent the front shock and messed up the lower trim kit in a coupla places. Progressive Insurance was fantastic, and hooked me up with a tow to Al Packer's (which was nearby and part of Progressive's body shop network). Al Packer's is a large complex, including a Ford showroom, and Enterprise rental center, and a body shop. So the tow arrived, brought me and the wounded C30 to the body shop, the estimator (cheers, Harry!) and I did a walk-around, I gave them the keys, and Enterprise had a rental car waiting to pick me up. Very painless for a rather traumatic afternoon. 10 days later I picked up the repaired C30. It looks and runs beautifully again. All along the way, everyone was helpful and friendly and great communicators, with phone call updates on progress and questions to resolve. It doesn't really get better than this, folks. read more

I've never had a better car buying experience than I did at Al Packer. I was in the market for a very specific model and trim package that was not only absent from their lot, but couldn't be located within a 500 mile radius. I worked directly with Steve Lefko and Anthony Watson and they were able to locate the vehicle at a location in Florida and were able to get it up to Maryland for me at less than the quoted cost. I was trading in two vehicles and the sales and finance team made my process extremely quick and painless, handling all of the necessary paperwork for taxes and tags without me having to lift a finger. They were committed to helping me evaluate whether financing through Ford or through my own bank would be most advantageous and I ended up with a better deal than I had ever imagined I'd be able to lock down. I was recommended to this dealer by a coworker and I will continue to recommend them to my friends and take my vehicle there for scheduled maintenance. read more

It cant get any worse. I bought a car 6 months ago brand new. The car was advertised online for a certain price, but like most dealers no one ever gets all the discounts. They told me over the phone and email that I would get most of them and trade in assistance. They had me waiting around for hours before getting to finance. I did not find out anything about discounts or trade in value until then. They gave me 3000 under KB value after telling me I would get better than the value. Then I only got 1 discount on the car that they tried to leave off final sales sheet. I had test driven the same car elsewhere, so I did not test it there. When I got in the car, it had 300 miles on it. I found out why later, joyriding in the mustang. They must of taken a corner too fast and popped the valve on a wheel. The tire leaked a few days later and light went off. They must of filled it up and parked it after the damage. read more

I have been shopping for a car for several months now and finally settled on a Ford Explorer for my wife. We shopped around like everyone does and were amazed at the lack of customer service at some places. We requested info online and Sarah called us right away and was very personable even though she couldn't answer some questions so she turned us over to Patrick. Let me tell you, we have bought vehicles for over 20 years and never had a salesman like Patrick. We had answers for every question and when we asked about the pricing he explained that the price we saw was real despite other dealers telling us it wasn't. We set an appointment and he had the car ready for us to drive and when we came back from the test drive he had a clear pricing sheet with payments. Their deal wasn't too good to be true, it was what we paid. We have never had a "home" to buy from but I think we found it with Patrick and Al Packer Ford. read more

I've bought or leased 3 vehicles from Al Packer Ford (White Marsh) since 2010 and referred multiple buyers. Service during the sale process is great; the Sales team is top notch (Nate Burgess has been my preferred sales person through the years as he actually listens to me to get me into the cars that will make me happy, not the vehicles that HE thinks will make me happy....personable, extremely hard working, knowledgeable and just an overall great guy). QuickLane is also full of quality personnel. Dave Worth (Manager) is very helpful, friendly and truly strives to make the customer happy. Having car troubles or needing to have scheduled maintenance can be a hassle or even stressful; the team at Al Packer does what they can to make sure the process is as painless as possible. If they would upgrade their car wash to a touchless, they would have no negatives. :) read more

My vehicle was taken in for servicing because the check engine light. The problem was diagnosed as needing a coil and a spark plug. I picked it up on July 25 and the check engine light came back on July 31. I dropped the car off for evaluation on August 2 and my service contact promised to call the next day with the diagnosis and repair estimate. No one made any attempt to do that. When I called the service department on September 12, I learned that the car had been ready and the repairs had been made without any authorization. In addition, it was basically the same problem requiring the replacement of additional coils and spark plugs. This is one of the worst examples of customer service. My car was purchased at Al Packer and has been serviced there since 2003. The show room and facility have improved but the service has reached rock bottom. read more

Hello Baltimore, I know that you will read a lot of negative reviews about the Internet pricing, but most of these folks probably do not know the true process of shopping for a car. All dealerships do the same thing by giving you the lowest Internet price with the prospect of getting all the discounts. Most of us will not qualify for 100% of all the rebates to get to the Internet price. You have to ask for (OTR) On the Road price, then you can make your comparison between dealerships. Al Packer Ford is by far the best price for your money! I have checked up and down the entire East Coast. The other small incentives like free oil change, car wash, etc top it off nicely with the deal. Very friendly folks at this dealership so just do your homework before you spend your hard earned money. I am very happy I did with our purchase at Al Packer. read more