Bob Pace

I want to start off by saying WOW, what an awesome service experience I had this time when I dropped off my 2022 Lincoln Aviator on 30 Aug 2023. Although I had to wait 6 weeks for an appointment, it service experience I had this time when I dropped off my 2022 Lincoln Aviator on 30 Aug 2023. Although I had to wait 6 weeks for an appointment, it was worth it because my service advisor, Bob Pace, was true to his word in securing a loaner vehicle for me. Actually, my entire experience with Bob Pace was absolutely, positively night and day from my last service experience with him on 19 July. He was professional, courteous, friendly, and extremely efficient in getting me in and out of the dealership in a very timely manner. I also appreciated his improvement in communicating with me throughout this process. Another “kudos” to all of the had work and efforts of Jim Moody and the mechanics to get the repairs done much quicker than estimated. Plus, I continue to appreciate Jim Moody’s continued high level of customer service by following up with a phone call, since he was unavailable when I picked up my vehicle on Saturday, to ensure that I understood all of the repairs that had been completed, as well as answer any questions I may have had. This whole experience has restored my faith in my service advisor and Palmetto Lincoln. More

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I scheduled a service appointment for Wednesday, was told that my car would be ready for pickup “Thursday afternoon”. Then it was Saturday. I called Saturday and was transferred to Bob. Bob is unfriendly and that my car would be ready for pickup “Thursday afternoon”. Then it was Saturday. I called Saturday and was transferred to Bob. Bob is unfriendly and unprofessional. After being told by my service advisor that I can pick up my car Saturday at 1 o clock Bob informed me that because it wasn’t his ticket it wasn’t his problem and I would have to call Gregg Monday. He was rude, cut me off, spoke over me and had a condescending tone. As rude as he was over the phone I’m sure he’s a pleasure to deal with in person. More

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19 July 2023: I live in Beaufort, but purposefully chose to travel the 1 ½ hours to buy my 2022 Lincoln Aviator from Palmetto because O. C. Welch’s Service Department is AWFUL! My first 2 service appointmen to travel the 1 ½ hours to buy my 2022 Lincoln Aviator from Palmetto because O. C. Welch’s Service Department is AWFUL! My first 2 service appointments at Palmetto were great; however, my 3rd visit was not the charm! I called on 5 July to make an appointment to drop off my Lincoln for service and several other maintenance issues, and Jennifer informed my Service Writer Jason no longer worked there, but she could schedule my appointment. Jennifer was very nice and helpful as I explained to her all of the maintenance issues, and because this was not just a regular service that I could wait for, I also requested a loaner vehicle. Jennifer told me the next available appointment was on 19 July @ 1000, I received an e-mail confirming my appointment, that a rental car request would be submitted, and my new Service Writer would be Mr. Robert Pace. On 19 July, I showed up for my appointment at 0955, met Mr. Pace, and then we went to his office. As I was sitting there, he called Enterprise about the rental request that was previously submitted, only to apologize to me and be told that they didn’t have any Lincoln’s available. When I asked Mr. Pace why the rental wasn’t confirmed prior, let me just say that the answer was not acceptable. He did try to make a few last minute calls within the dealership, but no luck. I understand the logistical challenges WRT the shortages of loaner/rental vehicles, but I would have thought that it would have been better if he called me prior to reschedule IOT ensure that I would get the loaner, as requested. We then discussed at least getting the oil change done while I was there, but when I asked how long it would take, he told me 2-3 hours, or maybe even longer. Again, not very happy about the situation, but my Lincoln needed the service done, so I waited. As I was waiting, I referred back to Palmetto Lincoln’s Website to review their “Palmetto Promise, which states, “We are proud to be your premier Lincoln dealership and to deliver the outstanding customer care that you deserve……we are dedicated to YOU, the customer, and guarantee that you receive only the highest quality of service when you visit us.” I felt VERY LITTLE CUSTOMER CARE from Mr. Pace! While I was outside talking to my husband, a gentleman approached me, introduced himself as the Service Dispatcher, Jimmy Moody, and proceeded to tell me that he was going to be able to work in my Lincoln for service and that it shouldn’t take more than an hour. Finally, someone who truly seemed to care! True to his word, Mr. Moody had my Lincoln serviced and washed in a very timely manner. When I asked him a question about my windows, he took me up to the Sales Manager, Nick. Nick was a tremendous help in trying to resolve my window issue, and I really appreciated the time he took to troubleshoot the problem, his patience in answering my questions, he would have to do some further research, and call me back. Mr. Moody and Nick were the ABSOLUTE definition of OUTSTANDING CUSTOMER SERVICE! I’m now scheduled to drop off my Lincoln for repairs on 30 Aug, so I’m keeping my fingers crossed that I get a loaner this time. More

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19 July 2023: I live in Beaufort, but purposefully chose to travel the 1 ½ hours to buy my 2022 Lincoln Aviator from Palmetto because O. C. Welch’s Service Department is AWFUL! My first 2 service appointmen to travel the 1 ½ hours to buy my 2022 Lincoln Aviator from Palmetto because O. C. Welch’s Service Department is AWFUL! My first 2 service appointments at Palmetto were great; however, my 3rd visit was not the charm! I called on 5 July to make an appointment to drop off my Lincoln for service and several other maintenance issues, and Jennifer informed my Service Writer Jason no longer worked there, but she could schedule my appointment. Jennifer was very nice and helpful as I explained to her all of the maintenance issues, and because this was not just a regular service that I could wait for, I also requested a loaner vehicle. Jennifer told me the next available appointment was on 19 July @ 1000, I received an e-mail confirming my appointment, that a rental car request would be submitted, and my new Service Writer would be Mr. Robert Pace. On 19 July, I showed up for my appointment at 0955, met Mr. Pace, and then we went to his office. As I was sitting there, he called Enterprise about the rental request that was previously submitted, only to apologize to me and be told that they didn’t have any Lincoln’s available. When I asked Mr. Pace why the rental wasn’t confirmed prior, let me just say that the answer was not acceptable. He did try to make a few last minute calls within the dealership, but no luck. I understand the logistical challenges WRT the shortages of loaner/rental vehicles, but I would have thought that it would have been better if he called me prior to reschedule IOT ensure that I would get the loaner, as requested. We then discussed at least getting the oil change done while I was there, but when I asked how long it would take, he told me 2-3 hours, or maybe even longer. Again, not very happy about the situation, but my Lincoln needed the service done, so I waited. As I was waiting, I referred back to Palmetto Lincoln’s Website to review their “Palmetto Promise, which states, “We are proud to be your premier Lincoln dealership and to deliver the outstanding customer care that you deserve……we are dedicated to YOU, the customer, and guarantee that you receive only the highest quality of service when you visit us.” I felt VERY LITTLE CUSTOMER CARE from Mr. Pace! While I was outside talking to my husband, a gentleman approached me, introduced himself as the Service Dispatcher, Jimmy Moody, and proceeded to tell me that he was going to be able to work in my Lincoln for service and that it shouldn’t take more than an hour. Finally, someone who truly seemed to care! True to his word, Mr. Moody had my Lincoln serviced and washed in a very timely manner. When I asked him a question about my windows, he took me up to the Sales Manager, Nick. Nick was a tremendous help in trying to resolve my window issue, and I really appreciated the time he took to troubleshoot the problem, his patience in answering my questions, he would have to do some further research, and call me back. Mr. Moody and Nick were the ABSOLUTE definition of OUTSTANDING CUSTOMER SERVICE! I’m now scheduled to drop off my Lincoln for repairs on 30 Aug, so I’m keeping my fingers crossed that I get a loaner this time. More

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When I called to schedule my appointment for a factory recall on my 2021 Ford Escape on 4/14/2023 the young lady that helped me was very pleasant and scheduled my appointment for 5/4/2023 at 8:30 am. I ar recall on my 2021 Ford Escape on 4/14/2023 the young lady that helped me was very pleasant and scheduled my appointment for 5/4/2023 at 8:30 am. I arrived to drop my car off on 5/3/2023 in the afternoon and after waiting in the reception line for several moments I was greeted by Bob Pace. After several minutes of paperwork I was told that Ford had stopped shipping the part needed to address my recall a few weeks ago due to sourcing issues. I had just received a confirmation email the day prior to my appointment with no mention they did not have the part. I drove 24 miles to the dealership to drop off my car and my husband drove 24 miles to pick me up as the recall work was supposed to take about 4 1/2 hours. This was an utter and disrespectful waste or our time when someone from the service department could have called, texted or email me to let me know the part was not available. Finally, instead of saying they could call me to reschedule when the parts became available Bob told me to call back in about a month to see if it was available. Perhaps they should remove the word service from that department. More

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I have bought 2 ford fusions ( I love my fusions) from this dealership, I know these reviews don't mean anything and don't change anything, but I am so frustrated with Ford I needed to write about it some this dealership, I know these reviews don't mean anything and don't change anything, but I am so frustrated with Ford I needed to write about it somewhere. Buying the car was stress free. When it came to servicing the car nightmares. I dreaded oil changes, any recall fixes and any kind of repair. The staff act like they are doing you a favor if they acknowledge you in the first place. They don't answer phones if they do they transfer you to the wrong person, you leave messages no call backs. I have to bum a ride to find out whats going on. You will get your car back when they feel like it, Service guys act nonchalant. I always wanted an F150 but i will never buy another Ford product as long as I live and I will not recommend vehicles as well. I went in last thurs day for a squeaky belt and a week later its not fixed, I bought the car brand new with the premium warranty. It only has 75,000 miles in almost 5years... Like i said this is not my first experience, from all day oil changes sometimes 2 days, to known ford problems taking 4 days to fix. I guess one should know better when they tell you that the earliest you can make an appointment to diagnose a problem is 3 weeks. The shuttle driver should run the customer service dept, the only one there that really cares about the customer. More

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Unfortunately, I am going to have to leave a not so nice review for Mr. Roger Early And his Lovely parts "Specialist" Miss Ashley. I HAVE NEVER BEEN TREATED AS RUDLEY AS I WAS TODAY BY THE BOTH OF THEM. R review for Mr. Roger Early And his Lovely parts "Specialist" Miss Ashley. I HAVE NEVER BEEN TREATED AS RUDLEY AS I WAS TODAY BY THE BOTH OF THEM. Resulting in my being "KICKED OUT" of the Palmetto Ford Parts Department and telling my boss and I that we could take our business elsewhere....All of this was over some confusion with a part/part number that we have been trying to get figured out. I was told by Mr. Roger that I was wasting too much of their time and that it was BAD BUISNESS, and since I was so careless in ripping up his sticker he could no longer check the part back in and slid the box across the counter to Ashley telling her to THROW IT IN THE TRASH! . Miss Ashley was Already yelling at a different customer on the phone when I walked in telling him that "THERES NOTHING I CAN DO FOR YOU SIR" "ANYTHING ELSE SIR!!!" So Rude. the same way she spoke to me on the phone yesterday.(I could feel his pain) I at one point handed my phone to Mr. Roger to let him speak to my boss, his tone and way of handling the situation was Very Irate, as he pounded on his chest to let my boss know that they were unable to help us with the restocking fees....(not really a big deal as it was probably only about $5.00). They seemed a little overwhelmed there and aren't we all. I am a body tech so I KNOW that the parts transactions aren't always smooth. But, How was I Wasting their time? They Are The Parts Department!!!!! THAT IS WHAT THEY ARE PAID TO SPEND THEIR TIME ON,, OR IS IT? Bottom line we Usually use Jones Ford Anyway AND WILL NOT BE PUCHASING ANYMORE PARTS FROM PALMETTO FORD PARTS DEPARTMENT!! THANKS! Hope you all had a great laugh.. because my next words are going in a Letter to Mr. Graham Eubank. More

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Service department needs to be completely overhauled. The most unprofessional human beings ever. Not worth the headache The most unprofessional human beings ever. Not worth the headache More

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Greg Engert is THE reason to use this dealership get Greg and you'll get a guy that answers the phone at 6:30 a.m. -half an hour before they open and uses your name and says "I can help!" Service excellence and you'll get a guy that answers the phone at 6:30 a.m. -half an hour before they open and uses your name and says "I can help!" Service excellence here -thanks G. More

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I recently dropped off my 2020 F-150 a couple of months after I bought it, it started to have some noises and things that were not normal, they fixed it but a week later it started to have some more proble after I bought it, it started to have some noises and things that were not normal, they fixed it but a week later it started to have some more problems, vibration on the gas pedal, steering wheel and shifter, I took it back to them and they said they fixed it, but the truck s still doing the same, when I called Bob Pace, he said that everything is normal, which is not, and then he started to give me some excuses that have no sense because I told him that I will take the truck back, he started taking about the schedule, that they do not have a rental or a loaner, that the problem has to be bigger in order to check it again, and things like that, do I have to wait for the problem to become a bigger one, like a brake down or an accident?, he also told to compare aple with aple ( drive a similar truck) which I did, I went to another dealer and I ask for a truck like mine, same year, same model, same package, and I tested it and it don't feel the same so I guess they did not do anything the second time, this is not the first time I got this kind of problem in Palmetto Service and with Bob Pace. Sale departent are the best but service is not. More

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