Al Packer Ford West Palm Beach - Service Center

My 2022 Mustang was involved with a brake recall campaign. Called one dealer and they told me that I would need to leave my car for a day, without a loaner. I called another dealer and they told m campaign. Called one dealer and they told me that I would need to leave my car for a day, without a loaner. I called another dealer and they told me that I would need to leave my car for 2 days, without a loaner. Called Al Packer and they sent their Mobile Service Van to my house and they completed the required work in less than 15 minutes - it was only a software update. More

Awful customer service when i needed them most. Could not get in touch with them after being on hold for over 2.5 hours. When I was second in line (after originally being #150 when i first called) Could not get in touch with them after being on hold for over 2.5 hours. When I was second in line (after originally being #150 when i first called) they answered and hung up. Needless to say I should have hung up a long time ago but they were the closest dealership I could tow my car to. I highly doubt at the time of my call that they were that bogged down and if they are they should invest more in customer service. I cannot comment on anything else really but their customer service alone is enough to warrant a single star. More

Yesterday I scheduled a service appointment for the earliest availability, 2 weeks from today. As with the other times I’ve scheduled appointments at other Ford locations, I didn’t enter my VIN. This m earliest availability, 2 weeks from today. As with the other times I’ve scheduled appointments at other Ford locations, I didn’t enter my VIN. This morning I received a call to ask if the service visit should instead be a battery replacement (when I clearly said in the appt form that my suv is on its 3rd battery in 9 months with the 3rd being installed by a Ford service center at the start of July and with the vehicle dead within 2 weeks so I need whatever the actual issue is resolved. I explained this again and said this would not be another battery replacement, I need them to solve the actual problem. Then the person who called told me that when I drop it off it will be 2-4 days for the vehicle to be checked, the appt is just to schedule the drop off and speak to the service manager. I asked to clarify this as it doesn’t make sense to schedule an appt and then the car not be worked on for days and I’ve never been anywhere else where scheduled appts are handled this way. She confirmed this was their process. She then asked for the VIN and I explained I didn’t have it. She said she would need it to schedule the appt (I already scheduled online myself the night before) and if I didn’t provide the VIN by noon I’d lose my appointment time. In frustration I told her to cancel the appointment and that they have ensured I will never purchase another Ford again. She said nothing else and disconnected the call. Excellent customer service. Also the last part wasn’t an exaggeration. This is my 3rd Ford and I will never own another after the horrible service I received from this dealership and the RPB location. More

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

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

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. 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. More

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. Bria 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? More

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 s 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! More

This dealership (both locations) has the worse customer service experience I have ever had in over 40 years of owning cars, so much so that I am going to leave the ford brand service experience I have ever had in over 40 years of owning cars, so much so that I am going to leave the ford brand More