Hooks Lincoln Mercury Inc

“I want to start by saying that I genuinely love the Lincoln brand and my vehicle. My frustration is specifically with the service department at Hooks Lincoln, not Lincoln itself. I scheduled an appointment for Friday, February 20, 2026, and dropped my vehicle off the evening prior on Thursday, February 19, 2026, for recall work. At the time of scheduling, I was assured the vehicle would be completed by Saturday afternoon, February 21, 2026. Based on that commitment, I arranged my schedule accordingly. However, on Saturday afternoon I was informed that my vehicle would not be ready until Monday, which created major issues for my family since I rely on my vehicle to take my kids to school and manage daily responsibilities. Being told by James Perryman (Service Advisor) at the last minute to simply get a rental for Monday was frustrating, especially since rentals are rarely available through this dealership. This situation is particularly disappointing because of my previous experiences here with Chris Moran (Service Manager). During an earlier visit, my vehicle remained at the dealership for nearly two months. During that time, I had to pay out of pocket for a rental vehicle for an extended period due to the lack of available loaner or rental support from the dealership. The first time I brought it in, I still had warranty coverage and raised several concerns, but I felt those issues were not taken seriously or fully addressed. When I returned a second time for warranty-related problems, I ended up paying out of pocket for repairs that could have potentially been covered had the concerns been properly handled during the initial visit. Throughout these experiences, I have consistently struggled with a lack of proactive communication, limited urgency, and no reliable loaner or rental options to support customers while their vehicles are being serviced. As a customer, I expected a higher level of customer care and initiative from a dealership representing a premium brand. At this point, I no longer plan to bring my vehicle back to this service department, even if that means driving further to another Lincoln dealership for service. I hope management takes this feedback seriously and reaches out to address these concerns directly. I would welcome the opportunity to discuss a resolution and see improvements made so future customers receive the level of service expected from a premium dealership.”

“We had a great buying experience with Ryan at Hooks Lincoln - very low key, no pressure, no continued pestering like we got at other dealerships. Ryan is very knowledgeable about different models (even competing brands) and can explain all of the features in an easy-to-understand way. We highly recommend shopping for your next car at Hooks!”

“Tommy was amazing today, working with him to get information and make a deal was the easiest car experience I’ve ever had. I’m so pleased w my new-2-me Kia… and delievering it to my doorstep, was the chefs kiss. Thank you so much”

“This was the first time I've used Hooks' mobile service, but it won't be the last. The technician showed up on-time and performed all the scheduled preventive maintenance in a very professional manner. He was very nice and informed me of everything he was doing. He completely tarped the floor beneath the vehicle to catch any drips. Additionally, Brandi, the service scheduler was helpful, and very professional prior to and after the service appointment. Truly outstanding service!”

“Friend’s car got totaled and I have to help her for a new car! I found this dealer with a great deal car for her, she contacted another dealer at the same time. But finally we found this one gave us what they can give and no BS. This maybe the shortest time to take a new car home. Not back and forth negotiation, no manager coming, everything smooth. She likes the car! Beautiful! Can’t remember the guys name( my friend has his business card). Recommend this dealer!”