Hooks Lincoln

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 appo 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. More

Great place Chris and the techs always take care of me even though I don't drive a lincoln they treat my F250 like one always cleaned up after a service and always explained as to what maintenance I need even though I don't drive a lincoln they treat my F250 like one always cleaned up after a service and always explained as to what maintenance I need next thanks guys for treating me like family!!! Go frogs!!! More

Delivered a poorly put together vehicle with zero instruction. Won't work with outside banks. Poor customer service. instruction. Won't work with outside banks. Poor customer service. More

Purchased 2021 Corsair 3 months ago and was told the back panel and one of the a/c vents need to be replaced. Called many times and just get the run around. Very poor service !! panel and one of the a/c vents need to be replaced. Called many times and just get the run around. Very poor service !! More

One of the best days in my life was when I drove my MKX 2013 away from Hooks. I love that old body style and looked for one for over 3 years to find it at Hooks. Amplifying my experience was the top notc 2013 away from Hooks. I love that old body style and looked for one for over 3 years to find it at Hooks. Amplifying my experience was the top notch service , they treated you like a queen . Kip Hooks personally helped me the other night after my MKX was wrecked . I did not know what to do so I went straight to them. Hooks made sure I was safe and secured my car. Now my journey starts again to find that next great car. Thank you Hooks Lincoln its been a super ride , hope our journey will continue Jacki Jo Parks More