Pacific Motor Group

I’m surprised this lot have anyone going in, they are dishonest and don’t stand true to their word,

Just bought a new Rapter from Matt Smith from Maroochydore ford. I would recommend Matt for buying a new car. No nonsense, Straight down the line. If he didn't know the answer to our question, he asked someone else and found the answer for us. The business Manager, Chelsea Mees was also a pleasure to deal with. Great knowledge and a great hand shake.

Worst sales service experience ever!!!! – I contacted via Car Sales website regarding a vehicle I was interested in. They contacted me back a couple of days later and sent form to fill out so they could value my trade in. I sent it back and got a call from another salesman. I asked what the changeover amount would be. He wouldn't tell me and asked what I expected. I then asked to be given… Read more

a rough price range, so I would know if it was going to be feasible. He refused and said he would have to discuss with his manager and would be back to me shortly. Never heard from him again, and we are talking a 70k vehicle. I think circus clowns are better organised than this lot. If they don;t want to sell you a car, then they should tell you. No finance involved and I advised I would be paying cash. Who would employ such a useless and incompetent Sales Manager & team? Would never recommend this company.

Cannot recomend a purchasing a vehicle from Pacific Ford – I purchased a used Ford Platinum on 17th August 2024. Following and during signing the contract I requested the second hob, the clip on the Glasses holder repaired (informed it had been ordered and would be contacted)and a scratch on the door repainted. On checking my telephone I have telephoned or messaged the salesman and called in to Pacific… Read more

Ford Caloundra endeavouring to sort out the problem. The scratch was repaired, I received an email from the Salesperson stating a contractor would be contacting me and would programme the hob. The contractor was unable to complete the job and on contacting Pacific Ford Head Office they, following a telephone to Caloundra stated I should ring the Sales Manager, I did and am still awaiting the contact to be made. All I can say is do not take their word or accept anything a vehicle from pacific Group sales unless it is in writing or signed for as here it is the 1st November 2024 and I am still having the run around. Could not recomend them.

First time buying a car online – I recently bought a car pacific motor group the service I received was outstanding especially Garry he went above and beyond he kept me informed about everything I would definitely recommend dealership to anyone who is looking to buy a car

Avoid Pacific Motor Group at All Costs! – I have never experienced such poor service from a company. My dealings with Pacific Motor Group have been beyond frustrating, and I can't begin to describe all the issues in detail without feeling drained. To summarise: incorrect parts were ordered for my Defender, no one took responsibility, and I was actually blamed for their mistake. It’s been… Read more

over 10 weeks, and I’m still waiting for an engine part. Not once have I been contacted to rectify the situation or update me on the status of the wrong part they ordered.

Their customer service is non-existent—getting anyone to answer the phone is an ordeal in itself. This entire experience has left me wondering how i can continue to deal with them regarding Services as I absolutely am not looking forward to dealing with Pacific Motor Group in the future.

On the positive side it seems like they are aware of the issues but this doesn't help me who is still having to deal with them now. If you're in the market for a vehicle, do yourself a favor and avoid this company. Head to Brisbane instead!

AVOID AT ALL COSTS – Caloundra Pacific Isuzu is a Joke. Worst experience with a business ever.

Extremely poor service – The worst customer experience I have ever had. I had a $75000 car that was 6 months old and in for its first major service. The engine seized when I drove away, this was due to poor workmanship. I understand mistakes happen but it was the aftercare or should I say, lack of, that I was most disappointed with the month long ordeal. Do yourself a favour and stay away from Pacific Motor Group.

The Worst experience, beyond commicle – Honestly if you have another option to get your car looked at find it! I have a 2022 Ranger with a fault. The car has been sitting there for a month and not touched. first excuse 1. Foreman was away for two weeks and we don't have anyone with the experience to work on it. 2. I drive down to the the dealership and was told yes parts have arrived… Read more

we'll be looking at it this arvo. That was a week ago. 3. I get onto Ford Australia. totally different story. waiting for the dealership to order parts!! 4. Drive back to the dealership, and now the foreman has Covid and is not answering his phone, again no one at a FORD dealership has experience to look at the car????? 5.My car is siting out in the open and hasn't moved for a month ( I check the Ford app every day ) not only that it's not even in a secure area. Just the customer car park. So if I find any door dings that'l be the next battle. Honestly what kind of a dealership is this ?? seriously

They will charge you what they like for parts, as they have no competition! – While on holidays on the Sunshine Coast, our Land Rover’s airbag suspension sprung a leak. After contacting Pacific Motor Group, they said they couldn’t look at it for 5 days and parts required would take another 5 days to come from Melbourne. Our holiday plans were now in disarray. They managed to put a new compressor kit in, which they must… Read more

have already had, so reduced the repair timeframe. On speaking to our LR specialist repairer in Melbourne, and telling him how much we were charged ($4,815), he said that part should not be that price and we were overcharged $1,253. On contacting PMG to query this overcharge- I left it a week- never heard back but was not expecting to, as I had read the reviews on their terrible customer service. On contacting them this morning was virtually told they can charge what they like, as there is no competition in the area. Great way to do business!! I will never go near this dealership again, and suggest anyone else who is looking for repairs done by a company with any integrity, give them a wide berth too.

Kia Seltos new car experience – After being asked to do a recall for brake issues on entering i was asked if i wanted the three month service,I said no because i have only 30 kilometers on the clock.on pickup she said they had performed the three month service without my permission.I stated that i said no and what did you understand that NO means NO she took offense to this so… Read more

when i had issues with trying to book my new car in for warranty the next week she complained the the sales manager that i was abusing her because i could not understand why i had to wait for six weeks to fix this and wanting a loaner car.so when i tried to speak to the sales manager he abused me and threatened me accusing me of abusing his staff which never happened,the threats were if i tried to even defend myself i would be banned from ever entering Kia Caloundra ever again.they then refused to answer my calls and just sent everything to voicemail and never returned my calls.so i texted the sales manager saying what had happened and said if this continued i would have to take legal action.then and only then did he reply with a date to bring my car in the next month.to say that this was the worst new car experience in my life would be an understatement.

Steer clear, Its a circus – I am absolutely furious about my recent experiences with this circus of a dealership at Currumundi. I was trying to move past the absolutely horrendous encounter I had with them during the countless visits there on a past car, just so I could buy a new car. The first salesperson was decent, but on the day he wasn't around, a rude lady in a red… Read more

scarf had the audacity to tell my wife in the hot sun that there was nobody available for a test drive. It took me 24 hours to put down a deposit on a car that was a 1.5-hour drive away in Brisbane.

The nightmare continued when I faced a remote issue with the car. After what felt like an eternity, 2 messages on the system, 2 with spare parts for service to call) I managed to get in touch with Caloundra, where I had scheduled an appointment for today. I had even gone the extra mile to arrange a bonnet strip with Darcy in the parts department. But when I arrived, there was absolutely nothing in their system regarding the issue, the key fix, or the bonnet strip I had ordered. Although they fixed the remote, the site manager, Chris, couldn't care less about the mess they had created or the whole experience. I ended up having to order the strip from the dealer I bought the car from and will install it myself.

Considering their track record of abysmal communication, dropping passenger roller doors not once but twice, requiring panel beating, botching the ordering of two head units within two years, and countless other headaches, I swear I'll only return if I'm faced with a warranty emergency. It's an absolute disaster dealing with this bunch of inept clowns, numpties and muppets. Steer clear of this circus of a dealership at all costs!

Very Poor after sales service – My 2021 Kia Rio GT line developed an engine miss and made it unsafe to drive. I phoned Kia Maroochydore for a warranty fix and was told the next available booking was 3 weeks away. After some discussion I was put on to the service manager who told me to get it towed in and they would look at it. Kia roadside assist was very good. To cut a long… Read more

story short we tried many times to get an update on the fix. Mostly just got their answering system left multiple messages but no ring back. When we did get through and transferred to someone else we were put on hold and then it hung up. I ended doing 3, 15 min drives to the dealership to speak to someone and was told it would be next Friday on two occasions. Finally we did get a call advising it had been fixed - all 2 weeks later. I’d rate them minus 5 out of 5. Overall terrible customer service.

Very Disappointing – My vehicle was recently towed to Pacific Ford for the purpose of diagnosis of a fault that caused my rear left tyre to come free of my vehicle whilst in motion. Pacific Ford found fault lay with Nova Ford Caboolture failing to tighten my wheel nuts to the correct torque setting. This was passed to Ford Australia who stated, that as fault lay with… Read more

Nova Ford Caboolture and not a manufacturing fault, that they were unable to provide assistance and rejected my warranty claim.

Now as per that justification assuming the diagnosis to be correct is an accurate and expected result from Ford Australia. However, Nova Ford Caboolture disagreed with this finding, despite never reviewing the vehicle themselves. Again not on Pacific Ford.

But where issues do begin with Pacific Ford is that this diagnosis despite standing for 8 weeks and repeatedly informed to be the cause of the fault, as being the responsibility of another servicing Ford Dealership. Was that it was later changed to infact state that Nova Ford Caboolture was now no longer at fault, despite stating they were and reciting the earlier results and findings of the original diagnosis to support that original finding.

Now that this diagnosis was conveniently changed, I was informed by the executive team at Ford Australia that I am to seek an explanation of this change from Pacific Ford who have now found the opposite to the original findings.

Multiple requests to explain this change have been made to the servicing team in general but mainly targeted at the service manager who was specifically handling this case. These requests have been made via phone and email with multiple follow up requests. The responses I always received back from Pacific Ford staff are that the manager is "not available", "I will send her another email", "She is with another customer", "She will call you back", "She will reply to the email", "She's sick", "She's on leave". Basically anything that means they are unable to reply to me.

I have formed the belief that Pacific Ford has no intention on replying to me and only seeks to fob me off, with no explanation as to how a diagnosis they conducted, that found another dealership to be at fault, has now turned around to clear that same dealership of fault.

It gives me the feeling that Pacific Ford at best lacks integrity and transparency in how they conduct their business.

Unless this post specifically states, regardless of any comment/reply Pacific Ford adds below, then assume that Pacific Ford has either refused to provide an explanation or failed to do so.

**Update As Of 21 Sep 23**

As expected, the pleasantries offered in the response below end there and are more than likely just for the viewing pleasure of prospective buyers. I have spoken with Pacific Ford again as requested, who only continued the trend of lack of transparency and poor business ethics.

Pacific Ford failed and/or refused to acknowledge that Pacific Ford has altered their diagnosis that coincidentally now clears both Ford Australia and Nova Ford Caboolture of blame from their point of view.

I was also passed me onto Pacific Motor Groups Service Manager who also failed and or/refused to acknowledge the facts of my case correctly and instead attempted to claim that the events are virtually the opposite to what occured.

Pacific Ford claimed to have reviewed call recordings between myself that support their position yet when requested were unable or unwilling to provide a copy to support their claim.

I'd be extremely cautions when dealing with Pacific Ford or any business within the Pacific Motor Group.

P.S. Apart from the above, whilst my vehicle was in the possession of Pacific Ford for approx 8-10 weeks, Pacific Ford left my drivers window down and battery flat causing my vehicle to be left insecure and subject to rain wind and weather the entire time. Again nil comment from Pacific Ford when mentioned.

Service Booking and Communication – Booked a service online two weeks ahead for my Kia Picanto. Recieved an email thanking for the booking and stated someone would get back to me to confirm the booking. No one did so tried ringing three times and it went into answering service to leave a message and some one would get back to me. Left a message requesting confirmation of the… Read more

booking. No one got back to me. Decided to call in to the service department at Caloundra to check if in fact it was booked in, alas no it wasn't. Pacific Motors communications need to improve drastically as I see other reviews are similar. If they want us to book on line then they need to make sure the on line system works and is monitored for follow up. Pacific Motors it is up to you now to improve your service booking communication to restore our faith in your group.

Use another dealership – I've used this dealership a few times now and each time I leave my car I have very little faith that the correct issues will be addressed. I have had incorrect replacement items attached to my car, incomplete repairs at pickup (pieces hanging off car and wires hanging out). The communication at Pacific Ford service is abhorrent. Left my car in on… Read more

Monday for day/possibly overnight repairs: - called for an update Monday pm - missed call Monday pm - tried calling back Monday pm no answer - no answer all day Tuesday, multiple messages left, no call back - Wednesday answer but repairs haven't been sorted as staff had incorrectly written the repair issues.

If this was the first time then maybe this would be okay. But each time I go no one knows anything or the person who deals with what is wrong is not available (and has never called when asked to call customer). I have never received a callback to a message I've left, I don't think they review voice messages. I was also advised previously that an email that head office sent had not been recieved and that is why they didn't action it.

Totally ridiculous. I won't be going again.

Simple services have been okay.

Avoid unless all you need is a perfunctory service and an external car wash – Car was handed back 2 days late following a basic 45k service. More importantly, they failed to address or meaningfully check two identified problems. The feedback on one item was that as the owner I should clean the underside of the car and lubricate the suspension. Second was an outright failure to forensically assess a detailed problem… Read more

statement and also properly test drive to observe said problem (pronounced internal rattle within the sub-dash area when car is driven at speed). They proceeded to fob the problem off as some minor external noise. I was told I could wait (yet more time!) to speak to a technician because they weren't there. Communication was terrible.

Dysfunctional organisation – Found a car I was interested in on the website at Caloundra yard. Clicked on make an enquiry for the car at about 7am on 14th February. Lunchtime next day still no contact. Called yard and spoke to salesman and advised that I would call up that afternoon. He offered to text details of yard location etc, nothing ever received. Went to yard and… Read more

decided to buy the car, did paperwork paid deposit and left. Young lady taking the money said she would send paperwork by email. Thursday rang sales number, no answer left voicemail. No contact made, phoned again to ask for salesman not in today. Put through to finance manager got voicemail. Phoned back immediately spoke to another salesperson who promised to pass on a message and get a call back. NOTHING. Phoned Friday morning to speak with original salesman who sold me the car, denied getting any messages and promised to forward paperwork needed for bank immediately. After 25 minutes still no paperwork. Sent text to be sure using correct email, send it again, this time received. DO NOT deal with this company any other way than go to yard or maybe not at all.

Terrible service – Bought new car for 72k. On delivery I was told that I will get second car key and log book via express post in two days. It took 5 weeks to get second key. Whenever try to make call, sale agent or manager are busy have to leave message and no one calls back. Was so frustrated that I was thinking to make complain at Ford Australia. Finally got… Read more

message that key will be dispatched to my nearest Ford dealer as it need coding. Few days later I got parcel with key and log book. Key was already coded. That was relief for me. But people at this dealership don’t know what they r talking about. They can’t provide correct information. So unprofessional. I had great experience with Motorama Ford and Q ford.

Pathetic service all round – Service terrible at counter told was ready stood there for 45min waiting on paperwork And didn’t fix my complaint twice now still in warranty A JOKE

Absolutely appalling service – Have had the displeasure of dealing with Pacific Ford Maroochydore twice now. AND NEVER AGAIN. First time took NINE phone calls and THREE visits to get my tray cover fixed under warranty. Second time, with a serious safety issue I got bounced around SEVEN times. They never call back and every time I called there was a different person on the line. I wish I had never purchased a Ford now. Just hopeless.

Absolutely outstanding customer service – The Team are friendly and reassuring. I'm always a little protective of my vehicle and want to make sure it is handled well. My requests for 'extra' on my service where met with - "we do that anyway, as part of your service". The waiting area is comfortable with free tea and coffee, also fresh fruit and muffins were available. A large Television… Read more

and plenty of seating. There is also a free Wi-Fi area to work on your laptop.

I'm so glad I bought my Ford Ranger Wild Trak from Stillwell, you just can't fault them!

I highly recommend you use their service department!

Appalling Car Yard - Would Recommend Never to Deal with Them – We had a very unpleasant experience with this car yard. The deal fell over. Coerced us to drive from Brisbane to Maroochydore. They offered nothing for a trade in that was fully roadworthy. They illegally charged our Visa Card $500 Deal with this yard at your peril. Wouldn't recommend them to anyone!

Exceptional Customer Care – We purchased a vehicle online for delivery. Some weeks after it had MAJOR mechanical problems. PMG went above and beyond (at great expense being outside anything the warranty covered) to have the vehicle fully repaired and returned to us - whilst also transporting a loan vehicle for our use. We are most impressed with the service and the level… Read more

of care offered, with a special mention to Paul - who tho' not his department, ensured we were kept up to date over the period our vehicle was under repair. Our car was returned in good running order and we've had a few months of trouble-free motoring since. NO dodgy back door car salesmen here! Thoroughly recommend.

Top Dealer for pre and post sale Service – Great team at PMG Isuzu Maroochydore that stands by what they sell! Traveled up from Tassie to view a hard to find particular vehicle (via Shepperton, Vic where I copped a bum steer on similar vehicle - totally oversold). Excellent description, pics and value price on listing with all confirmed on inspection and deal wrapped up on the day with… Read more

complimentary tank top-up for long drive back. Full marks for sales service and communications. Unfortunately, not long after returning home to Tasmania a mechanical issue surfaced which on diagnosis at local dealership was not a cheap or easy fix. OMG ($X,000!) One has heard horror stories re attempts to claim under statutory warranty but no hesitation, they covered the car to be repaired with local dealership, no ifs, no buts!, even though I'm in Tas and they are in Queensland. Totally recommend!!

Local Dealership that does all the right things – Great prices, quality products, regular updates for your deal and all the answers to your questions. I bought my first car here today after months of research and looking there is nothing like going to see these awesome people. The staff are extremely helpful and patient given I had no real idea what I was doing, the team walked me through all… Read more

of the things I needed to know and do to get the ute I liked. We came to an agreement on a price everyone was happy with and like that it was all sorted.

From initial contact to the no pressure sales team, this was a very friendly and comfortable experience. I have walked away from dealers who asked for deposits and credit cards on cars to "Hold" them.

There was none of that here with the team at Pac Ford. Just very informative and helpful, they genuinely want to see you in the right car that meets your needs / wants. This has been an amazing experience for this first timer and I can speak highly enough of the whole experience.

So if you are keen to get a car and you want some great people to have a chat to about it then see these great people you won't be let down. You will drive away with the car your want or a lot more info about the car for you and some great advice.