Al Packer Lincoln

My major disappointment is the lack of customer service I received, I was let down time and time again. I felt abandoned without transportation and no answer to my problem. Bottom line if you promise me superior service I’m going to expect it what I receive was an entire staff of people who couldn’t care less and I’m just another number on their list.nI just received my vehicle back from the dealership. My 2020 Lincoln Navigator’s motor was struggling to stay on, thankfully we were home and had another vehicle to use. On Sunday morning I contacted the dealership, service is closed so I spoke to a salesman who basically told me there was nothing he could do I’d have to call back Monday morning. To me that’s unacceptable my vehicle has less than 2k miles on it and I felt with Lincoln’s reputation for customer service they should be able to help me right away. I asked for a manger who directed me to the concierge service to have my vehicle towed. Concierge was pleasant helpful and top notch. I then contacted my original salesman to notify him of the issue I was experiencing, after all the vehicle is not yet 3 months old and has less than 2k miles. He was rude and seemed annoyed that I would call him when I had already spoken to someone. I express my disappointment in the situation and after more push back from him he assured me he would contact service himself to be sure I was taken care of. That was apparently his way of shutting me up and getting off the phone because I’ve not heard from him since.nMonday afternoon after no one reached out to me I called Al Packer service at 12:30. I was directed to my service representative who told me he had the file on his desk but wasn’t aware he needed to reach out to me, that they would not be able to diagnose the vehicle for a few days. I inquired about a loaner vehicle, he said he’d have to look into it. He called me back at 4:30 that afternoon to tell me they did not and would not have a loaner available. Unacceptable, but I am at the mercy of my dealership.nMy service rep reached out to me on Tuesday to get more information about what happened when the vehicle was having trouble. He informed me they were working on it and had no answer so far. On Thursday after not hearing from anyone I called service and left a voicemail with my service rep. I received a call back on Friday, he said they could not find any problem with my vehicle and they would return it to me. Valet returned my vehicle and it is working fine. I am a bit concerned that we don’t have a explanation for the problem. But I understand there could have been a hiccup with the fuel line or a fuel filter problem. I am hopeful that all it was. Ultimately I understand the situation with the vehicle is a bit of a mystery but the staff could have handled themselves in a much more professional manner.

Manny is just wonderful to work with! He listened to what we needed. We found the perfect fit for us! He is patient and responsive to messages. He stayed with us through the whole process to make sure we were taken care of and understood the vehicle’s technology. The finance manager Denis was easy to work with and just a down to earth guy!

Anthony provided a wonderful experience in the car selection process. My wife and I visited the dealership several times and he always made sure our concerns and questions were never left unanswered. His knowledge about the 'Lincoln Models' and the differences between each level provided us with assurances as to what is included, or what is not included. There never was any pressure on what or when, and I am sure if we came back another dozen times, he would be just as receptive as the first. We drove away with a 2021 Corsair and are especially pleased with the entire process.

Joe Hunter was a consummate professional throughout the whole process of buying our Lincoln Nautilus. We never felt any pressure to buy a car and when we did the process was effortless thanks to Joe. He was so knowledgeable about every aspect of the car and how it functioned. He spent over two hours going over every gadget and button! I would highly recommend Joe Hunter to anyone looking for a pleasant car buying experience!

We were in quite a dilemma travelling with our Lincoln on MKZ, when we realized we were having brake issues. Brian at Al Packer Lincoln was so accommodating and had my husband bring in the car immediately. Fortunately for us that Brian did allow us to bring the car in quickly, because not only were the rear brakes in desperately bad shape, Brian brought to our attention a large bubble in one of our tires on the insidenWe had never been to this dealership before, but if our lives take a different turn in the future and end up residing near the dealership we will forever purchase service and any other issues with this dealership because of their outstanding performance.