Complaints

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a recall with Ford. Well unknowing to me the dealership I purchased my truck from had already repaired. I was charged for this recall repair. Well Ford still insisted they perform my recall again and i will be reimbursed. They Lied. Service agent took all me and my Veteran's dad ******* ******** information and never sent us out 700.00 dollars.. i spoke with Corporate Office. They agreed with this lie. Said they were sending the money in the form of a visa card. I guess a loaded Visa card. It never came. I hate a liar more than that i hate a thief. They shouldn't have touch my truck once the recall was already repaired by another Dealership.

  Business response

  05/09/2024

  Situation was reviewed. It was believed that the refund would be issued from Ford Customer Service Division. We have submitted the reimbursement request to Ford and received authorization to refund. A check has been issued and the customer will be picking up the check today before 6 pm.

  Customer response

  05/13/2024

  Well a messenger from the Ford company came to the City of Baltimore Local government office, BRC and gave me my check. I want to thank you for all your service and help. I. So grateful for the time, patience  and efforts that you got a resolution when Ive been trying for months. Ever so thankful, Have an Amazing Day on Purpose!

• Initial Complaint

  12/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to buy a car two months ago and worked out a deal with the gm josh. Issue at home came up and was unable to buy the car the gm said some very bad things giving i had bought 4 cars from this dealership before. So fast forward to now I'm ready to buy and now the gm won't do busniess with me cause of the past issue. He is refusing to sell me a car I wantg to speak with a higher up and he won't let me. This is not right u can not refuse to sell me something that i can pay for

  Business response

  12/20/2023

  On October 30th, the customer agreed to purchase a vehicle from Al Packer and requested an E-Contract and a spray in bedliner.  We sent an E-Contract to the customer, and he signed the contract the same day. Relying upon the customers word and going against normal policy, Al Packer installed the bedliner ahead of delivery. The following morning at 9:26 AM we reached out to the customer and inquired as to when he would be in that day to take delivery.  He replied at 9:27 AM stating "I plan to be there by 1:30. He confirmed the liner was installed and everything was completed.  We confirmed he would need to come and sign a couple things and should be good to go." We confirmed the spray in was done and the customer replied, "Sounds good thanks again see u all soon".
  At 1:08PM that same day the customer replied "I've had a family thing come up with me and my wife and I don't think I'm gonna be able to buy the truck now. Sorry guys, I know this is an inconvenience for you. I know since I never actually took delivery of the truck or possession. I still have my trade, there really is no contract. Until signed in person or the truck is driven off the lot tagged. He came down to a financial thing at the last moment due to some things were going through between me and her so I just can't budget that at the current time and have to worry about the refinance so we're still about 1500 bucks away and I know you guys have no more wiggle room at all so at this time I'm just gonna have to pass due to some family emergency obligations Again, I'm sorry and best of luck with you guys I will be back in the future for business"
  Al Packer negotiated with the customer and agreed to a deal.  The customer electronically signed a Ford Credit contract to purchase.  We had the bedliner installed and had the vehicle fueled ready for delivery.
  We regret the customer chose not to honor the terms of this agreement.  If he would like to negotiate another sale, he is welcome to come in and do so.  

  Customer response

  12/20/2023

  
  Complaint: 21000056
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

   

   

  I came in the other day to do another purchase and the sales manager rick refused to work with me due to this past enconter this is why i reached out to the bbb 

  Business response

  01/02/2024

  Once again, I apologize for your prior experiences. If you’ll come back, we’ll work with you. I can’t guarantee a deal will come out of the interaction, because there are too many variables, but we’ll do our best to serve you.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see the attached document.

  Business response

  03/20/2023

  Al Packer Ford does not condone this lack of customer service and would like the opportunity to make the situation right. I have reached out to the customer in hopes of resolving all concerns. 

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a brand new F-150 Lariat Rapid Red pickup truck from Al ******s Ford on 12/30/21. Before driving off the lot I inspected the vehicle & found there were imperfections in the paint. The GM at the time was Russell ******. He took pictures & told me he would have it put in the body shop to be repainted. I found out that they would only paint part of the truck, not the entire truck, use different type of paint, & color would not match up completely. I was not comfortable with having a new truck repainted partially. Russell agreed to order me a new truck on 4/18/22, as a replacement truck Sales rep Chris *. sold me the 1st truck & who ordered me the 2022 Lariat too. I had concerns of still getting 0% interest for 60 months, which is what I have on my current truck. Jimmy * who is the Finance Director there, said he would take the lowest interest rate available when the new truck comes. Dealership would pay the difference in interest so it wouldn't raise my payments. I tried to give my current truck back, & wait on the new truck. Jimmy said I had to keep it & keep paying on it. He would use all my payments & go towards the loan on the new truck. I asked them to send that to me in writing. He never sent me anything, in his words "We are a reputable dealership and you can take my word for it" 5/5/21 I received the new build email from Ford with VIN & tracking. Jimmy said he would call me when the truck is delivered. The was delayed throughout the year & wasn’t delivered until 1/16/23. I called all that week to verify the truck was delivered, Jimmy ignored my messages & never responded back at all. Finally the new GM Josh ************ called me back on 1/23/23 to tell me that he sold my truck! He claimed no information was tied to my name & they didn’t know it was my truck. I gave them the VIN & Info months ago so that was not true. Josh then tells me its nothing he can do, but order me another truck, & he will not be doing anything that Jimmy and I agreed on.

  Business response

  02/28/2023

  This customer refused to sign any required paperwork for a 2023 F-150 order required by Ford so he never actually ordered a truck from us. 

  We are required by Ford to verify that any retail order we place is a real order with a signed buyers agreement agreeing to that price. Mr. ***** never signed any of these documents for a 2023 order.

  Because Mr. ***** refused to sign any of these documents for the 2023 order, per our company policy in keeping with Ford's guidelines, Mr. ***** never actually ordered a truck and the truck that would have been his had he signed the required documents per Ford's policy was a vehicle available to be sold to the public. 

  Please see attached document showing on page three where a signed buyers order is required to verify an order per Ford's policy. 

  Furthermore, even though Mr. ***** did not "have his truck sold" because he never signed a buyers order as required by Ford and Al ****** policy, I offered to order Mr. ***** a truck following Ford and Al ****** guidelines and even offered a price far below market value, but he never responded to my offer. 

  Customer response

  03/01/2023

  
  Complaint: ********
  
  I am rejecting this response because I never completely did not agree to sign the form. I was waiting on confirmation of what they could do for me. After I spoke with Jimmy in finance during that time. He reassured me that he would be able to make it so my truck payment wouldn’t go up. So Chris then ordered the truck for me still and I was never asked again to sign to forms since we were in agreement at that point. 
  

  if it was your policy at Al ******s why would the trick still be ordered for me under my name/business. It was so unprofessional for Josh to not even call to confirm, that I was waiting on the truck.  it was if he did it out of spite and just sold it to get more money for the truck. Obviously he didn’t agree with what Jimmy promised me. 
  

  Does that make any sense that I was in contact with Al ******s this entire time and not Chris Or Jimmy or Russell ever said oh even though Vhris ordered the truck for you that it won’t actually be yours because you didn’t sign a form. Nobody ever said that. 
  

  I feel they did not communicate that at all and it makes no sense that if that was true why the people in charge who were waiting on this truck for me would have said that. I believe Josh is using this excuse to screw me over because he didn’t agree with Russel and Jimmy trying to make things right for me.
  

  He does not care about me as a customer. The conversation we had on the phone she never offered an apology or anything it is the worst I’ve ever been treated my any business. Josh or Jimmy or Chris never bothered to call to confirm with me about the truck. Jimmy and Chris were both aware I have been through hell and waiting on that replacement truck. 
  

  It was just a horrible business move to treat me so unfairly. Still to this day Jimmy never responded to my messages and Chris refused to speak on it. They all knew it was wrong to do and they don’t even care how I was treated it was all about making money off the truck with Josh.  
  
  Josh sent me an offer to order a new truck and I told him I would let him know. I have been working with corporates and now BBB because he said that he would not agree to do what was promised by Jimmy. It would cost them too much money he said. This is what Jimmy said he was doing for me.

  I paid on this truck all year and am still paying on it because of what Jimmy told me I had to do. Now they sell the truck I was waiting for  and all Josh is saying he can do is have me take a loss on all these payments and get a new truck. They were supposed to go to the new truck not take a loss.
  

  Also, he wouldn’t do what Jimmy said about taking the lowest interest rate and they pay the difference so my payments don’t increase. 
  

  I just want them to do what they said they were going to do. It’s shocking that this is how they treat me as a customer who bought that truck brand new and it shouldn’t have passed inspection in the first place.

  josh Keeps bringing up policy but how would I know any of that If the people in charge are telling me everything will be fine and even ordered it for me in my name and I got the confirmation with VIN and tracking. Why would I have thought that wasn’t enough? It doesn’t make any sense that would order it for me if it was so called their policy I didn’t sign. I was not told I still had to sign it obviously or I would have after Jimmy explained what they would do. They never told me I still needed to sign it. 

   

  
  Sincerely,
  
  ****** *****

  Business response

  03/01/2023

  Mr. ***** wanted us to guarantee an interest rate of 0% which we cannot do and was never agreed to by Al ******. 

  We told Mr. ***** that we would find him the lowest interest rate available to him when the vehicle arrived and give him a deal that did our best to keep his payments the same. He never accepted this solution in writing with a signed buyers order and therefore never actually ordered the replacement vehicle per Ford's guidelines so the truck was sold to the public.

  Because Mr. ***** never actually agreed to order the truck per Ford's verification requirements, he has no standing. 

  I offered Mr. ***** an extremely generous deal of a truck at our cost and a generous trade offer but Mr. ***** keeps insisting that his payments not change when interest rates have gone up dramatically and vehicle costs have increased as well. 

  We at Al ****** feel we have done our best to accommodate Mr. ***** but he continues to insist upon conditions that are not possible or reasonable.

   

  Customer response

  03/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Mr. ***** wanted us to guarantee an interest rate of 0% which we cannot do and was never agreed to by Al ******. I understood they could not do 0% for 60 months.

  We told Mr. ***** that we would find him the lowest interest rate available to him when the vehicle arrived and give him a deal that did our best to keep his payments the same. He never accepted this solution in writing with a signed buyers order and therefore never actually ordered the replacement vehicle per Ford's guidelines so the truck was sold to the public. This part is what I mentioned I agreed with Jimmy that they would get the lowest available rate because they could not guarantee 0% which I was fine with, to keep my payments the same. In addition to the lowest rate available, they would pay the difference so the truck would not cost more than the original truck. Jimmy would not send me this in writing which is what I also mentioned in the original complaint.  I was never told my anyone that I still needed to sign any forms, after I received the emails with the order in my name I thought everything was fine. Not Chris nor did Jimmy tell me that because they still needed a signature that even though the order is in my name, that they would sell my truck when it arrived, and it did not belong to me. Even though I had the VIN and tracking.  Josh the GM never even called me to ask or as a simple and easy courtesy. To say, hey we received this ordered truck in your name, but you never finished signing the form. So if you still want the truck please come in and sign the form to complete everything. He sold the truck without anybody ever calling me or anything. How would I know what there policy is, if they still ordered the truck for me obviously with the emails from Ford that I attached. If that was there policy to not order a truck if someone did not sign for it, why would they still order it for me and it be in my name with the VIN and tracking? I was under the impression as was Chris and Jimmy that we were waiting on the truck as a replacement truck. Nobody ever told me that I still needed to sign anything, so why would I know that I still needed to do that if they ordered it and I received the email that its being built and on the way. They pulled a really shady move and was very unprofessional to sell that truck, knowing that I was waiting on it, and they did not tell me that I still needed to sign any forms. 

  Because Mr. ***** never actually agreed to order the truck per Ford's verification requirements, he has no standing. Nobody told me that I still needed to sign anything, why would I think otherwise if I received the order email that it was in fact ordered for me? That does not make any sense to me that if I was supposed to sign it, then why did they order it for me under my name? That's really shady, one simple phone call and I could have came there to sing the form for that truck, but they chose to sell that truck after I waited all this time almost a year. Then on top of that Jimmy told me that all my payments would go towards the new truck, which Josh said he was not willing to do. So I paid on a truck thinking that it was going to go towards the new truck, and now I'm out of all that money I paid towards a truck I'm not keeping. Now I have to sell this truck, which was never the deal. They were supposed to swap this truck out for the new one. 

  I offered Mr. ***** an extremely generous deal of a truck at our cost and a generous trade offer but Mr. ***** keeps insisting that his payments not change when interest rates have gone up dramatically and vehicle costs have increased as well. Josh offered to order another truck, which I would have been OK with, if my current payments I made for this truck went towards it, like Jimmy said that they would. If I could get the 0% interest for 36 months and all of the payments could go towards that loan as Jimmy said they would then that could be the final solution to make up for what they put me through. Josh keeps bringing up policy that I wouldn't have known, nor did any of your people ever mention any of that to me. So to put that on me as if its completely my fault, and they never communicated that to me is really unfair. 

  We at Al ****** feel we have done our best to accommodate Mr. ***** but he continues to insist upon conditions that are not possible or reasonable. I am requesting something that was told they could do for me by their Director of finance which is Jimmy. I did not make these things up, this is what was said that they will do for me! I was just expecting them to keep their word that is all. So, to say these conditions are not possible or reasonable is not entirely true, and if they were not true, why would Jimmy lie to me and make me wait all this time? Now I am the one who is screwed over, if they do not allow me to get the new truck and at least allow my payments to go towards that truck, and get the 0% interest for 36 months. That's all I want at this point. 

  
  Sincerely,
  
  ****** *****

  Business response

  03/02/2023

  Nothing has changed from our prior position. What Mr. ***** is asking for is to get a trade value of what he paid which is not reasonable or possible. 

  Please also see attached emails where Mr. ***** acknowledges the aforementioned forms but also that it is a Ford policy. 

  Mr. ***** never returned the forms he clearly knew he had to sign and return and therefore never ordered a truck. 

   

  Customer response

  03/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: Josh is only focused on trying to blame me for all of this happening. What I do not understand is, if it was required for me to sign the forms in order for them to order me the truck. How was it possible that they still ordered me the truck, in my name, with the VIN and tracking? He never once answered that question. Why would I believe I needed to do anything else., if I got proof you guys ordered the truck for me. Also, Josh never had the courtesy to make 1 simple phone call to me. They pick and choose what they claim is their policy. Guess it was fine to order the truck in my name without a signature, and have me thinking everything was fine. That's the most troubling thing about it all. Nobody at that dealership with the exception of Russell who is no longer there did what they said they would do. It's so troubling to think this is how they treat customers. What I am asking for, is not something I made up, again which is what Jimmy your own Finance director promised me. I was never once told that I would have to take a loss and sell this truck, it was explained to me by the former GM and Finance director it would be an exchange. Obviously as a dealership they do not care about their customers. Its very easy for him to flip things on me, and make it seem like it all was because of a signature. Its way more than that and he knows it.  Why on early would I wait almost a year, if I knew that the truck would not be mine when it arrived? That makes absolutely no sense. I could see if the truck was never actually ordered and I never received those emails saying they placed the order for me. I'm only asking for them to do what they promised me, but obviously they are a shady dealership. So at this point they completely lied to me, screwed me over by allowing me to pay on a truck that was damaged, with the intent of getting a replacement truck, and shouldn't have been sold in the first place. I did all I could to cover myself in this event, and what I thought was right, by trusting the folks at Al ******s Ford. The former GM Russell I'm not sure if he left willingly or not, but I do believe had he still been there he would have followed up on what was promised to me. Its crazy that its all about money with them, they could care less what I've gone through since I bought that truck. I just hope and pray nobody else has to go through this. Its very unfortunate and I do hope that anybody in search of any vehicle from Ford, Please Please Please do your research and go to a different ford dealership, anywhere but Al ******s. They will be friendly to get you to buy a vehicle just like any other dealership, but the difference is, the folks here will blatantly lie and can care less about the customer. They will blame you for everything and not follow through with doing what they said, whether you have it in writing or not. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  02/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In April 2022, I received a letter from Ford Motor Company about a potential refund for repairs or repairs for free, if I hadn’t already had the repair done. I took my invoice and letter to Al Packer Ford, on May 2, 2022 for processing of my refund. I was told by Chris ********** that it should take about 2 weeks. On August 8, 20222 I called Al Packer Ford about my refund.Chris ********** told me Tony McDowell was handling and that Tony was busy, but would follow up. I never received a call. On February 2, 2023 I went into the dealership’s service department to inquire about my refund. I provided my letter from Ford Motor Company and my invoice, for a second time. I was unhappy with the situation and Yvonne **** later stated it showed in my demeanor, although I never raised my voice, I was direct about my feelings that I was robbed. She gave her paperwork to Aaron Younger, who said he would check on it. He came back out and said it was in the computer but hadn’t been processed. He the asked if I gave them all the required documentation for my claim. I pulled my letter from Ford Motor Company off the outside of my folder and told him I gave them what the letter asked for, what else am I supposed give you. He looked at me with disdain on his face and said “ You don’t have to act like a jerk “. I asked why he would call me a jerk for being upset that they have failed to give me my refund. He replied “ I didn’t call you a jerk. I said you were acting like one”. I said he was a baby and as he walked away, I pointed in his direction and stated that the pacifier’s were over in the same direction he was walking. Yvonne **** said I could come back on Tuesday, February 7, 2023 for my check. I called on 2/7/2023 at 2:40pm to ask about my refund. I was told Yvonne was busy and asked if I’d like to leave a message, I replied no, I’ll call back. They haven’t resolved this and I’ve been hung up on and berated by two employees from this establishment. FMC is aware and investigating

  Business response

  02/08/2023

  The reimbursement check has been waiting at the cashier for the customer. Customer has been notified.

  Customer response

  02/09/2023

  
  Complaint: 19363573
  
  I am rejecting this response because:
  The check should have been there 5/16/2022, as I was told on 5/2/2022. It is now available only because of my efforts, not theirs. What excuse do they have for never contacting me until I was in on 2/2/2023? Yes, 9 months and nobody ever contacted me. Then I get a verbal insult in the service lobby, by the service manager and later hung up on by a service advisor. Now there is also questions as to how my odometer reading is the same coming in and going out of their service department after the repairs. I doubt I’m getting reimbursed by them for my time doing their jobs, I have 8+ hours into it. My time is $45 per hour which is reasonable, I can show paid a recent paid invoice to prove so. Someone owning up to all this would be great, so would an apology. I’m still waiting on a reply from Ford Motor Company, as well as Car faxs in regards to the inaccuracies on records pertaining to the vehicles actual mileage. This weekend I’m sending more emails to the proper authorities for that to be looked into.
  Sincerely,
  
  ****** ******

• Initial Complaint

  08/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My horrifying experience started on Saturday, August 13th. I went into the dealership to test drive a 2013 Land Rover LR4 HSE LUX. Granted when I got there it was pretty close to closing time. However, when I arrived I asked if I could test drive the vehicle and I was told that the vehicle needed some sort of "sensor" and I would not be able to test drive. Prior to that the salesperson Bernadette Pinder informed me that if I wasn't a cash buyer that I couldn't buy the vehicle because it was too old (2013) and had too many miles (99,000) to be financed with their banks. I informed Bernadette that I did not need to be financed with their bank, as I was already pre-approved with my credit union. Fast forward to Monday, August 15th, I receive an email that the vehicle is still available. I called and spoke to the sales Manager Richard ********* He informed me that I could in fact test drive the vehicle and I informed him that I was on my way, within an hour. I show up to the dealeship, test drive the vehicle and I really like it. I told the sales person that I wanted to buy the vehicle, after we negotiated on a price. Once the negotiations were done, the salesperson tells me that I "have" to get financed through their banks, even though I informed him that I was already pre-approved. I asked him to get the finance manager as this didn't sound accurate. He was basically trying to force me to let them run my credit. I talked to the finance person (Daniel ************ who stated that although I was financed with my bank, the only way that I could leave with the vehicle was if I was also approved with their banks, in case "something went wrong" with my financing, despite me being financed with one of the MOST reputable veteran serving credit unions that there is. Afterwards,I asked to speak to the GM, who basically said that because "they've been burned" so much in the past, they can not let customers who are pre-approved drive off with the vehicle unless using their banks.

  Business response

  09/16/2022

  Business Response /* (1000, 5, 2022/08/16) */ While we are sorry this customer had a negative experience, our corporate policy is to not allow a vehicle to leave our lot without guaranteed funds. They offered a bank draft which is different than a certified check or guaranteed funds. Our corporate policy is not to allow a customer to take merchandise without a guarantee of timely payment. We understand this was frustrating to the customer and tried to work with them to allow immediate delivery, but they declined.

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car has been at their Service center for over 3 weeks. They have not officially diagnosed the problem. The car is under their warranty because they replaced the engine already 1 year ago. I was told the car needs a new engine by another mechanic shop. If I have anyone else do the work I would have to pay out of pocket. It is my only vehicle. I am single with a disabled child. I have had to pay out of pocket for a rental because the warranty won't cover the rental until they officially diagnose the problem. They don't care.

  Business response

  09/16/2022

  Business Response /* (1000, 5, 2022/08/10) */ Ms. *****'s issue is with her warranty company that she purchased from another dealership. Her warranty company will not approve a rental car until a full engine teardown is completed. We provided a preliminary diagnosis but her warranty company, who we have no affiliation with, did not deem that worthy of a rental car. We work on vehicles in the order they come in so there are vehicles ahead of hers in the queue for full engine teardowns. We are working as fast as we can with a limited number of technicians with this very specialized skillset. As soon as the teardown is complete and a full diagnosis is completed we will alert her warranty company and they can decide whether they are covering a rental car for her.

• Initial Complaint

  07/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have recently bought two of the same items and **** promised they would refund one of the items that day and they never did. I called two weeks later to figure it out. They said they would refund within 24hrs and it's been a week and nothing has changed

  Business response

  07/26/2022

  we have worked with the customer to assist in processing his refund from ***** Customer ordered online from **** directly to be shipped to Al Packer for pick up. While **** order was being shipped, he purchased the same item directly from Al Packer. Al Packer then shipped his first **** order back to **** on July 14th 2022. We have checked the status with **** again today 7/26/2022 and it says "in process". **** Refund reference is #****** Invoice #******
  
  Since the customer purchased the item directly from ********** **** can refund the customer his money.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a Ford Bronco. It came in missing some items, and I asked the dealership to come install them. They failed to do so. I've reached out 9 times, and still have not had anyone email me as I requested with a resolution to come and install the final items. ****

  Business response

  05/18/2022

  Consumer Response /* (2000, 8, 2022/05/16) */ Re: BBB Complaint Case# 36189700 (Ref#XX-XXXX-XXXXXXXX-X-XXX) External Inbox **** ****** <***********@***********.com> Sun, May 15, 8:57 PM (11 hours ago) to me Hi Lisa, Laura from ****** Ford resolved my complaint, feel free to remove or close the case. thanks, ****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩