My new 2024 Lincoln Nautilus purchased at Norm Reeves Lincoln in Cerritos, Ca on 11/1/24 has been at the service dept. for a total of 7 weeks. One week with Francisco from service dept. returned still not fixed, then again since 12/30/24 and still in the shop for only one issue, when connecting to phone I can hear them but they can't hear me. When taken car back again to the Service Foreman Eddie Pulido he never contacted me till 5 weeks later after I tracked him down. Spoke to numerous employees about situation even the General Manager Kevan Juergans 3 weeks ago but no word back from him. Assistant to the GM Marisol Rivera was helpful at one point but later ignored phone calls and messages. Client services has a case # on this but have informed me they cannot force dealer to contact or assist me. They also recommended me to pickup my car and take it to Caruso Lincoln in Long Beach.  On February 12th Juan Prado Service Manager who I never heard from told me to pick up my car within 48hrs or my rental will be reported stolen. It took them 7weeks to hold my car and tell me it cannot be fixed and I have to wait for a software update. Norm Reeves Lincoln has to be the worst car dealership in So. Calif. Seriously it's not the salespeople that aren't helpful it's the rest of the thoughtless and unprofessional staff. Don't make the same mistake as I did, if you want a Lincoln go elsewhere.

My new 2024 Lincoln Nautilus purchased at Norm Reeves Lincoln in Cerritos, Ca on 11/1/24 has been at the service dept. for a total of 7 weeks. One week with Francisco from service dept. returned still not fixed, then again since 12/30/24 and still in the shop for only one issue, when connecting to phone I can hear them but they can't hear me. When taken car back again to the Service Foreman Eddie or Eduardo he never contacted me till 5 weeks later after I tracked him down. Spoke to numerous employees about situation even the General Manager Kevan Juergans 3 weeks ago but no word back from anyone. Assistant to the GM Marisol Rivera was helpful at one point but later ignored phone calls and messages. Client services has a case # on this but have informed me they cannot force dealer to contact or assist me. They also recommended me to pickup my car and take it to Caruso Lincoln in Long Beach. Norm Reeves Lincoln has to be the worst car dealership in So. Calif. Seriously it's not the salespeople that aren't helpful it's the rest of the thoughtless and unprofessional staff. Don't make the same mistake as I did, if you want a Lincoln go elsewhere.

This is an outstanding service department Raul is one of my favorites and he always make sure I receive exemplary service in a timely manner. This team goes out of their way to provide the best service and repair solutions. I continue to drive Lincoln because this team go above and beyond to ensure you are enjoying your Sanctuary Experience by making sure your vehicle is In efficient condition.