Al Packer's White Marsh Ford - Service Center

Where do I start?... i was directed through my insurance company (USAA) to Al Packers White Marsh Ford because of there status as one of their "select collision specialists". My experience began the moment company (USAA) to Al Packers White Marsh Ford because of there status as one of their "select collision specialists". My experience began the moment Al Packer had taken in my vehicle. I was immediately contacted by a friendly, personable professional by the name of Mr. Harry Walker who serves as the Collision Center Estimator. Mr. Walker then proceeded to let me know that my vehicle was in their shop and that he would keep me informed as the work was being done and that if there were any questions or concerns that I should contact him directly. The times I did call Mr. Walker he was happy to take my call and gave me the information I requested without hesitation. Upon completion of the repairs for my vehicle I was contacted by Mr. Walker (he told me to call him Harry) to let me know that my vehicle was for pickup and that the rental car my insurance company provided could be turned in at their dealership. The morning I arrived for pickup I was greeted with genuine hospitality when I walked in the shop to sign the paperwork. Harry walked out with me to my vehicle and made sure he stood by as I started my vehicle to let it warm up. I said thank you, shook Harry's hand and began to drive out of the dealership. I noticed a unique sound and response from the vehicle and immediately took it back to the shop. After I explained the situation and Harry took a look he immediately told me that he would keep the vehicle and, "make it right" and walked me to the Enterprise Dealership on site and Al Packer provided me a rental car at no charge while they took my vehicle back in for a comprehensive inspection. Harry and his team diagnosed the problem and went right to work with the additional repairs. Harry then took over with contacting my insurance company as well as Enterprise rental to ensure that the both knew that I was being taken care of by Harry and his team at Al Packer. I couldn't be happier with the work and service I received from Al Packer. I cant thank Harry and his team at Al Packer enough! And from now on Al Packer will be the first words out my mouth when ANYBODY asks me about where to go for service or the purchase of a vehicle! Talk about VIP treatment, you cant go wrong with Al Packer's Whit Marsh. Thanks again Harry, my family and I really appreciate you. Warm Regards, Joseph Ybarra Sergeant First Class, USA (Retired) More

Made an appt. for oil change, and possible brake work. Believe that I had actually spoke to Jonathan (Lloyd) when I made my appointment and he was very nice on the phone and was just as nice and helpful i Believe that I had actually spoke to Jonathan (Lloyd) when I made my appointment and he was very nice on the phone and was just as nice and helpful in person. They have coupons on-line (take advantage of them) one called "The Works " they change your oil, rotate the tires and check many things, and usually give you a print out showing the repairs that are needed or may be needed in the future.... I like that. They have a Quick Lane, but make an appointment. Many people complain about having work done at a dealer because it seems that what you went in for is just a small part of what they tell you needs to be repaired. No one wants to be ripped off or taken advantage of, you have to trust someone and problems happen no matter where you go. I gave a lower rating on the price and the work because I'm not a mechanic (or I'd be doing the work myself), and prices are probably high. Back to repairs...Jonathan came to me in the waiting area and gave me the run down of repairs needed, and we discussed it. Now this is what I really liked about Jonathan, he was not high pressure at all. He did not say if you don't all of his work done you are going to have problems. I'm not rolling in the dough and he was helpful on advising and discussing with me the things that should be done and the things that could wait. Instead of selling me brakes all around (I had coupons) he told me I could resurface and replace pads on the front and replace pads and rotors on the rear. I was using full synthetic oil (friend recommeded, and was told I could not change back) Jonathan said I could use the blend, all the oil changes I had no one gave me that option. I need tires and Jonathan told me the ones he recommended, and no, they were not the most expensive, and that he would keep an eye on the price ( at this time they are price matching). He also said it would be OK to just replace two at a time, which I've never done. Had to leave my car, which I was not thrilled about, but he hooked me up with a rental... so that turned out OK. I really did like Jonathan and felt comfortable with his advise, he is a fairly new Service Advisor but I think he will do very well. SO GIVE HIM A CALL 443-777-5053. I read many disturbing reviews on this site before writing this, and some of them were shocking. Good customer service along with good work is the basis of any business, that's what makes you want to come back again and again. Lesson White Marsh Ford if it costs you a few dollars to make something right you will gain more customers, not even making an effort is bad bad busness.Thanks to these reviews I have learned a couple of people to avoid and hope that I never have to place a sign in the back of my car. Glad my experiences have been great and this last visit dealng with Jonathan has been the best, hope he sticks around. More

I have owned my 2012 Ford Focus for 2 years now and have found the service dept. at Al Packer Ford White Marsh to be very good at meeting my needs - and my car's. Buying it there, I was given 6 free oil ch found the service dept. at Al Packer Ford White Marsh to be very good at meeting my needs - and my car's. Buying it there, I was given 6 free oil changes and even a free detailing of the car within the first 2 years of ownership. I had forgotten about the detailing - actually, I missed seeing it in the coupon book I received upon purchasing the car - but I did not miss out on this wonderful "perk" because Pat B. reminded me of it at my last oil change. I was so thrilled! Still, l missed having it scheduled within the 2-year timeframe - by one week - and thought I had lost out. So, I called Pat and he took care of it the following week at my convenience, no problem! And what a beautiful job! It was like a totally new car again. Every time I had my car there for an oil change or a computer update, I never felt put out because I was always able to bring some work with me and use their wi-fi. A couple of times, they dropped me off at home and later picked me up. Last year, in 2013, they even set up like 4 laptops for customers to use in a little wi-fi cafe setting. With great free coffee, cookies, beautiful fish to watch (or tv), and friendly people to help me, I never dreaded having to bring the car in. I actually enjoyed it! One particularly rough day when I had to stop by, I actually wanted a cookie really bad and there were none out for customers. Usually, I don't eat them, but I really needed one that day, so I asked the lady in the billing dept. She did not hesitate for a moment in going in the back to get me not just one but two chocolate chip cookies! This is just a little thing, but to me it makes all the difference in the world. I like that type of attitude, and I have found everyone at this Ford dealer has that same pleasant, helpful attitude. Better yet, I noticed it was not just toward me, but all were treated this way. Prices are pretty good, too, I guess. I had to replace a relatively new tire due to sidewall damage. Before letting them do it, I called around and found their price was the best and they could get it the fastest, too. All the guys in Service are great, but I had most of my experience with Pat and would highly recommend him for being knowledgeable and making things run smoothly. Little quirky things with my computer were readily diagnosed and quickly fixed. If I had a question about my car or its computer, I was always welcomed to stop in and they always had someone available who could talk to me. Oh! And I love how they always wash your car after they service it! It's just a great place to service a car IMO. Of course, I would recommend always getting prices from other service providers before having anything big done. Places like this are negotiable at times, and I have found it really pays off to be knowledgeable, too. More

Quality service and friendly personel. If I did not live so far away I would come to your Dealer for all of my Services Service advisor was friendly and he kept me aware of the servces being performed on so far away I would come to your Dealer for all of my Services Service advisor was friendly and he kept me aware of the servces being performed on my vehicle and when he told me what I needed to have replaced he had the price and the amount of time it would take to complete the service. Very knowledgable. More

I have serviced my Fords here for seven years. I purchased my 2010 explorer here and haven't thought about going to any other dealership. purchased my 2010 explorer here and haven't thought about going to any other dealership. More

I have a 2011 Expedition. When I went into the dealership everything was fine. I went to the dealership for an oil change. When I got in my truck to leave my dash blowers were not working. I immediately pu everything was fine. I went to the dealership for an oil change. When I got in my truck to leave my dash blowers were not working. I immediately pulled my truck in the service bay and told them the blower was not now working. They said it was nothing they did. Things go up all the all the time. Just seemed like a coincidence this happened not minutes after it had been worked on. I spoke to the service rep and he got a tech and they said it's nothing we did. You can make an appointment to have it fixed. Luckily my vehicle is still under warranty. They just wanted to brush it off and have me leave. This upset me. I asked to see a manager. They told me no managers were in. So I went to the sales floor and asked for a manager. And by God, the general manager was there. After explaining what happened he went to the service dept and said to talk to a service adviser (named Jody) who was rude, condescending and nasty. He told me they were not responsible for what happened and I could have the truck serviced under warranty (now if it was not under warranty, I would have took my truck in for a simple oil change and now be charged to have my air blower fixed). Then they went to say it was not working when I came in. (The truck is under warranty, if it had not been working, all I would have had to do is go to the dealership where I bought it and had it fixed at no cost.) After leaving there upset with a rental, that they feel they were doing me a favor by giving me a car to drive while mine stayed there to be looked at in the morning. I contacted Ford to make a complaint. I later called the dealership to speak to the general manager Jerry Clark (when I spoke to him earlier I had no idea what his name was), I proceed to explain what happened with my vehicle and he told me, "How dare I call to complain to him about their service, by behavior was atrocious and I should be calling to apologize for getting upset and accusing them of breaking my truck." He said they went above and beyond to help me, and I should be grateful. He was the rudest, most obnoxious person I have every seen in an upper management position, and reading other reviews I am not the only one he has treated like this. I chose not to have my truck serviced there and now have to deal with making an appointment and dropping my vehicle off for warranty service. Please never patronize this dealership. More

What a waste of my time, I had my truck in there for body work only because of insurance reasons. I then picked it up only to find that they did not completely repair my bumper and then they acted as if they work only because of insurance reasons. I then picked it up only to find that they did not completely repair my bumper and then they acted as if they were doing me a favor by correcting it, I then had paint cracking and falling off my bumper about 2 weeks after it was painted. I have never seen that before in my life and I had it looked at by other body shops and they laughed at the fact that they said that paint is supposed to fall off completly if there is impact to the bumper. They blamed me for the damage and the paint falling off what a way to treat a first time customer. This has been the WORSE EXPERIENCE EVER with any body shop since I was able drive. More

Brought my F250 in for oil change and was told I had major problems......$985 worth. Drove 30 miles north and truck axels were seized. This is what they supposedly fixed. Cost me $4,200.00 at another f major problems......$985 worth. Drove 30 miles north and truck axels were seized. This is what they supposedly fixed. Cost me $4,200.00 at another ford dealership to fix AL PACKER substandard, lousy work. The operations manager was cocky and such a punk on the phone. Told me that "Mr. Packer doesn't speak to customers!! What a pile of garbage!! Then he told me that he had spoken to the tech who performed the work and my axels were seized when I drove the truck out of the lot. It was evident they did not test drive it, and the jerk admitted they in fact DID NOT TEST DRIVE my vehicle after charging me $985!! My receipt proves it!! Then he told me that Al Packer Ford "wasn't obligated to me for anythig" and "to have my lawyers contact their lawyers". How obnoxious is that? Anyhow, these guys are lame and if Mr. Packer doesn't speak to his customers, then he is an embarrassment to his fathers name and hard work, and yes folks... that means he is lame also!! The place is a joke. How can Ford Motor Company allow these thieves to continue with their antics? Thank God there are some good Ford Dealerships out there that stand behind their work, because Al Packer Ford isn't one of them. I hope they go bankrupt and lose everything, because I'm sure they have pushed more than a few customers to the brink of going broke with their lies and deceptions. I wouldn't give Packer a dime to call a taxi cab to take them to xxxx. More

While the buying experience was fine, the after experience was awful. The car we chose did not have cruise control but the salesman told us we could add it, which we opted to do. They coudl not d experience was awful. The car we chose did not have cruise control but the salesman told us we could add it, which we opted to do. They coudl not do it right then, so we woudl have to bring it back. As we both work, and can't take time off, we asked at the time of sale if we coudl have the work done on a weekend, and were told that we could. However, when I called 2 weeks later to schedule the appt, was told that in fact, we could not do it on a weekend. So we had to wait for a day off, that they were open to book the service. I called to book the service as well as to have the key fob which has ceased to work, repaired. I was told that those services were booked and I would receive a confirmation email, which never came. I called back to verify that I was in fact booked for both services and was told yes. We dropped the car off after hours for the service appt the next day. When I called at 10 AM the day of service to find out when the car woudl be ready, the service person had no idea that cruise was supposed to be installed. I was sent to an "aftermarket" person who had no idea why service had scheduled it without letting her know. I asked her to make sure that cruise was added that day, which she was not able to do. We were told that they would work on it that day and finish it up the next AM (meaning we still had to take another day off of work). However, when we called the next day to confirm a pick up time, the service person said that the aftermarket person didn't leave the paperwork and they didn't know where the car was. After tracking her down on her cell phone they determined that they had sent the car off to a third party without alerting us to that, and when I asked where it was they wouldn't tell me. I demanded they get that information and call me back or I would report the car stolen. They called me back with the name of a third party vendor I could never track down, and said I could pick my car up when it was returned at 6:30 or 7 that night or they could call it back with the service not complete, it was my choice (what a choice!). It's 1PM now and who knows if it will be there when I get to the dealership. Absolutely the worst service ever. DO NOT DO BUSINESS WITH THIS DEALERSHIP! More