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Carman Ford Lincoln - Service Center

3.0

97 Lifetime Service Reviews

193 S DuPont Highway, New Castle, Delaware 19720

97 Reviews of Carman Ford Lincoln - Service Center

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September 26, 2018

"Guy Likes to Lie"

- July1999

I have been dealing with this dealership since the early 80s when they were Castle Ford when they were over on New Castle Avenue. I actually bought my first two vehicles from them. I never had a problem and was always happy with their service. We brought my wife’s 2016 MKZ in there on July 9 because the trim around the back window and the panoramic roof was peeling. They took pictures and said they were going to submit it for warrantee and get back to us. A few weeks went by and we hadn’t heard from them. I finally called to see what was going on on August 23. I was told that the service manager Guy would call me back . On August 27th, Guy called me and apologized about the delay and said that he was going to call me back that day to set up something for that week to have it fixed. I never heard back from him and also called and left messages for him to call me. Finally on September 10 my wife and I went to the dealership the hunt Guy down since he wasn’t returning my calls. We did speak to him and he apologized and said he was still waiting for Lincoln to give the OK. He also told us that service was going to be installing them and not the body shop. He told us when we left he was going to let the service manager Steve know. I called service yesterday which was the 25th of September. I spoke to Steve and explain the situation. He apologized and told me that this is the first time he’s hearing about this. He was sorry that I had to bring the car in so he could look at it. I went there today and he looked at the car and we set up appointment to have it fixed. Wish I dealt with Steve from the beginning. Always have had good luck with this dealership but I would highly recommend not having any dealings with Guy. When giving this rating unfortunately I didn’t have the option to give zero stars because that’s when I would give Guy.

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Recommend Dealer
Yes
Employees Worked With
Guy Salvadori
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
July 30, 2018

"A word of caution "

- Maruavillot

I took my sister's car to this dealer to have the engine light Check, the job was supposed to be done in one day. It took 7 days. I had to call twice to check on the status of the vehicle. After checking to make sure they have the car, I got a phone call to let me know the car was ready. $599 later, I get in the car and proceeded to leave when I noticed the front windshield was broken. I drove back and when I inform the counter rep, he informed me that they noticed that and that it mist have been a rock that hit it and that they are not responsible. I was more concern with the next answer, he stated "we are not responsible with any damage done to you vehicle if left in their lot and that I had insurance. They said they noticed the broken glass and did not even made me aware. I spoke with the store manager without result, the asnswer I got from him was I am new here and are short staff. Is that my problem? If they cannot do the work they don't need to be in business. I place a formal complaint with corporate and I am waiting for their answer. In the meantime we have to pay $359 to get a new windshield so she can inspect the vehicle. I hope my experience creates awareness. Maria Villot

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Recommend Dealer
No
Employees Worked With
Joe Giacchino
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Other Employees : Andrew
July 13, 2018

"Disappointing"

- chang78

After taking my car to this dealership 3 times, to get my air conditioner fixed and paying over $300.00 the problem was never fixed. I went to Valvoline Oil and they said there was no, Freon in my car and that the level was so low, if I had waited longer the compressor would have cracked. There were no leaks or cracks, just neglect. Also after years of having my oil changed at the dealership, Valvoline said I had no cabin filter and the air filter looked as though it had never been changed. In all fairness, I waited to see if my air conditioner would go on the blink again and it hasn't That was May, this is July and my air has been working great ever since I took it to Valvoline. I will never trust Carmen Lincoln with my car again. By the way, the 4 1/2 hours I waited (Valvoline only took 45 minutes) I heard a lot of bad things from other customers in the waiting room about having to bring back there cars 3 and 4 times to get things fixed. I had always trusted this dealership prior to this bad experience, but I now know not to trust them anymore. I love l my Ford, but I am very disappointed in the way my car was cared for by this place.

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Recommend Dealer
No
Employees Worked With
I can't remember the manager's name., Chris Southard
August 21, 2017

"GREAT CARING SERVICE"

- BEVERLY SAMSON

CARMAN HAS 3 GENERATIONS OF CARING SERVICE... APPRECIATE THE CARING AND BUILDING RELATIONS WITH THEM...CARMEN CARES ABOUT THEIR CUSTOMERS AND VALUES THEIR CONTINUED SERVICE TO TRI-STATE AREA.

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Recommend Dealer
Yes
Employees Worked With
Larry Giacchino
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Joe Giacchino
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Other Employees : Bob Barnabei
March 24, 2017

"Friendly Greeting!!"

- MzMKZ

After a long day at work, there's nothing worse than a vehicle that won't start! Short of getting a jump and driving straight to Carmen Ford, I was greeted by Chris Southard, service advisor. Who was clam and friendly. The look on my face was a "help me and help me NOW" expression. He kindly asked, " how can I help you today?" I explained that this issue could be the battery, not sure how much life is left on it...he said he would get it in and take a look. Chris was very attentive and explained everything over the course of figuring out the issue. Chris and Randy were very professional and attentive to detail. I appreciate, as a woman that both of you "listened" and valued my opinion. Thank you!

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Recommend Dealer
Yes
Employees Worked With
Randy, Chris Southard
March 13, 2017

"Over the top service"

- LOL

Top notch service , I brought my Ford F150 in for service Dave ,Chris, and Art listen to my concerns.and all are very knowledgeable, this is the absolutely the best service I've gotten at a dealership. I also bought a used car form Carman and it runs as if it were new. Straight up if you have issues with your ford go see Dave , Chris , and Art they'll take care of you .

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Recommend Dealer
Yes
Employees Worked With
Dave, Chris, and Art
January 25, 2017

"Shockingly obnoxious and simple minded"

- Happy Fusion Owner

Went in to have my Ford Fusion keys reprogrammed and the new key I had laser cut. I was told over the phone 85 dollars. seemed high but I was at the mercy of a stealership. I arrive there and the service agent I dealt with reminded me of the drunk uncle at the Thanksgiving table. Argumentative, aggravated, and honestly not that bright. I explained why I needed the keys reprogrammed b/c it was previously a fleet car etc... He quotes me 120 right out of the gate, even though we discussed it on the phone, I then asked if while they are programming and it is on the diagnostic computer could they jot down the door pad code. He said "sixty dollars". Literally no other part of a sentence, just "sixty dollars". Like a neanderthal. I said "I am sorry, are you saying there will be an additional charge?"..."sixty dollars" comes my way again. Now I think he may be challenged so I ask for the service manager. He was polite but explained they pay a lot for the computers and just b/c it is on the screen doesn't mean they could give it to me free. And it will be sixty, plus 120 for programming, plus 50 for the key to be cut. I left and went to Sheridan Ford. Guess what? 85 dollars and 45 minutes later I had my keys cut, reprogrammed, and the door code jotted down for me at no charge, I hope you guys read this at Carman Ford, You suck and your competitor ate your lunch. Your pricing, attitude, and intellect were all an embarassment to the Ford brand.

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Recommend Dealer
No
Employees Worked With
Bob Barnabei
September 14, 2016

"3 months in body shop"

- lostthesummer

my f150 got hit in front of my house back in june. When I took it to carman ford I expressed that I needed it back for work asap...I took it to a ford dealer thinking things would be fixed right and go quicker. I was told it would be done in a week , it did not... then I was promised it back on about a dozen other dates throughout the summer. I then asked if they would do a trade in on the damage truck and let me buy a new one. I was told no. I then called the sales manager but a return phone was never made back to me. It took 3 months to fix my truck. I made numerous phone calls asked to speak to various managers and even the owner. Never got a call back. The staff was always polite so it was hard to get angry but having the entire summer without my truck took away all the faith I have in this dealership. When I picked it up they apologized numerous times and offered to detail my car. I am not sure how many months that may take so I will pass on the offer... I really wish they would have just communicated with me instead of ignoring me. This rating is for the body shop but got to say I do not think I would even consider buying a vehicle since even the owner failed to respond.

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Recommend Dealer
No
Employees Worked With
August 31, 2016

"RUN, DON'T WALK, AWAY FROM THIS PLACE!"

- sharpei327

Vehicles are fine but the service is less than stellar. Lies, lies, lies, indifference and lack of empathy. They do NOT know how to recover from their poor service; instead, they hang up. Larry, the owner, is the worst followed closely by Todd.

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Recommend Dealer
No
Employees Worked With
Larry Giacchino
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Todd Brabender
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Sep 04, 2016 -

Carman Ford Lincoln responded

This customer actually thinks that when she traded her car that we contacted Sirius Satellite and terminated her agreement with Sirius. She doesn't understand that when any car is traded that it automatically gets cancelled. This is not am Carman Ford policy, it is a Sirius Satellite policy. Yet her gripe is with us. She is "Siriusly" wrong to think that we are responsible for informing her of this when it is clearly stated in her agreement with Sirius. And, When talking to her she escalates her voice to a point where there is no where to go but to politely hang up.

May 30, 2016

"The definition of how customer service shoud be. "

- JFA1

Having spent 35 years as a customer service professional, I found my experience with Carman truly inspiring. You should start a c/s consulting business. This is a serious evaluation. It is rare to do business with a company that is so focused on the customer experience. Although I am old and my Lincoln will probably be my last car, if I had the need purchase another, Carman is the only dealer I would ever go to. From my original contact, through purchase, ownership and servicing, the team at Carman made me feel comfortable, calm, and reassured. I never even thought about the price. Price is not a consideration when you present a quality product and superior service. I would like to commend Mr, Paul Montefiore for making me feel I had a good day on Wed. May 25, 2016, even with the ordinary experience just getting my car serviced. If I still owned by business (retired) I would hire Mr. Montefiore away from you (a little levity). Sincerely, Jeffrey F. Alexander, Loyal ustomer

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Recommend Dealer
Yes
Employees Worked With
Paul Montefiore
1
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