East Carolina Lincoln

Not happy at all with the service department. They did not pick up on basic repairs that needed fixing immediately and take forever to return vehicle My wife’s Lincoln aviator will NOT go back their unless for recall’s

I’m so pissed…took off work for nothing. Called parts department on a Thursday to order a part for my vehicle. Made an appointment for the following Monday @7am. I get there for my appointment & the man say we just have to wait until parts department opens. Ok, cool I’m sitting in waiting room patiently before I know it it’s 9am when it only takes 15 mins to replace part. I go ask the lady for an update, because no one has come to let me know anything. She can’t find the man that’s suppose to be working on my vehicle. She tells me to sit down she will come let me know something. She didn't. So the man finally comes & tells me my part did not come. He don’t know why…didn’t give me any answers on why, no apology, no nothing. I quietly got up & walked towards my vehicle. You knew the part wasn’t there when the parts department opened. You have the nerve to bring my vehicle out & the check engine light on. It wasn’t on when I brought it. I tell him he takes my vehicle to the back & brings it back. Oh he was ready to do the work but didn’t put the piece back together….REALLY?! Ready to do the work with no part huh. I’m tired of these mechanics getting over & not taking accountability. I was sitting there for 3hrs with no answers no fixed vehicle & I took time off to take care of my vehicle. Wasted my time & yours. He tells me it may be in tomorrow. If the part wasn’t going to be there why would you set my appointment for that following Monday. Thursday was enough time for the part to come in.

I would write a long entry but basically the staff in service has no clue. Made an appointment 2 months out to get a recall done. I drove 30 miles the day before to make sure it was there. Was told 24 hour after repair car would be ready. After waiting until the second day after repair was scheduled I callee and was told they had to order the parts since they weren't ordered when the appointment was made. I get better customer service at a lawn mower shop since they need customers to return.

The service departments staffing definitely needs some refresher training in their customer service performance! There have been three separate occasions I’ve went to this dealership with questions about issues pertaining to my vehicle, and each time has been worse than the previous. They (the two gentlemen I’ve interacted with thus far) showed no attentiveness when I was trying to explain my situation, both barely took the time to even look up and show any sign of engagement in the conversation, as if I was just there to waste their time. Then once done with my question I’ve gotten the same lackluster response which basically falls along the lines of “If you’re not going to bring the vehicle in and spend the money to have us look at it, I don’t feel the need to assist you with your concerns” (of course this weren’t their exact words but you get the gist). Now don’t get me wrong, they work for a business and any business's primary concern is their bottom line and profit margins I am fully aware of this as I am also aware that by not going in there and throwing my money on the table to have them fix my problem, I am not contributing to their margin of profit which doesn’t place a high priority on finding a resolution to my problem, that being said I don’t know what’s so hard about showcasing some empathy and offering some sense of engagement e.g. asking probing questions or offering some insight on things to look for or try, anything to… at minimal give me the illusion that you’re are even remotely concerned and willing to help. Then again I’ve been to multiple dealerships and never had an experience like the three I’ve had here so I guess it’s only hard to them. 🤷🏾‍♂️ Ironically the poor customer service here has helped me out after all… I took my car over to Hastings Ford and had the complete opposite experience, so needless to say I will be taking my business to Hastings from here on out it may cost me a few more bucks, but it will be money well spent to deal with the smiling faces, positive energy and empathetic staff!

Went to the dealership to have a oil change performed while waiting for our vehicle we decided to get some more information regarding a new vehicle with or at least being up soon at the time the numbers didn't match where we wanted to be that wasn't the problem when we went to check out at the service department we were not allowed to use our points The young man said he did not know how to apply them and we'd be better off calling on Monday and speaking to the person who does when I called on Monday and spoke to the service manager she was very dismissive and told me that she would not honor my points because once the invoice is closed it is closed what I said to her was why didn't someone communicate that with us when we called to find out what we needed to do to receive service this is the first time that we've ever been at this dealership All I asked her for was the refund our $100 that we paid for oil change and she told me she would not because it was up to her discretion and she said she didn't feel that she needed to because the invoice was closed with that being said I said to her so you would rather your dealership lose a $65,000 deal over $100 she hung up on me after smirking very rudely that is uncalled for$100 to me is a lot less than 65,000