Lawrenceville Ford Lincoln - Service Center

Back in August I was given a fabulous deal on a new Lincoln MKZ. In March the leather seats started wearing on the sides and as of today still not repaired. Lawrenceville Service and the extra protection plan state it is not covered - however, the protection plan is making a one time exception and if it happens again, they will not cover. Not sure why that is as the wear is on the side of the seats and it is not where you sit and I have only had the car for 9 months.. Also, with Lincoln you get a loaner car when your vehicle is in for service. On March 4, I receive a violation from NJ EZpass for $105 and it was in my name and my work address. I called Lawrenceville and they said they would take care of. Today I received another notice. Told it was taken care of but they will send out another check. UNBELIEVABLE. I did work with Liz and she is very friendly and helpful but she was only communicating to me what she was told. There was no followup Great deal but if you are looking for customer service and a dealership that stands behind their product, this is not the one.

I brought the Town Car in for a recurring problem with water collecting on the rear passenger floor (which had been "fixed" by Lawrence in 2013 to the tune of $572.00). I searched the internet and found multiple Town Car owners reporting the same problem. A suggested solution was to clear a clogged drain under the hood and replace a possibly dry-rotted gasket around the fresh air intake. I relayed this information to Mr. Mike Marshall both when I made the appointment and when I brought in the car. After waiting in the customer lounge for two hours I got an estimate from him of over $900.00. When I balked at the amount he said not replacing the carpet would knock about $300.00 off. I expressed disbelief that a gasket would be so expensive and he pointed out that I wasn't being charged for the actual gasket, just the 1.5 hours labor. As I had seen videos of the gasket being installed in under 15 minutes, I refused to accept the bloated estimate, at which point Mr. Marshall said I would "just be on the hook for the diagnostics"...over $300.00! I pointed out that technically I was the one who diagnosed the problem, and asked to speak to the mechanic. When I was taken to the service area I saw that the cowl cover (under which the gasket can be found) still had leaves and debris under it, and they admitted it had not even been removed for the alleged diagnostics. When I asked what exactly they spent two hours doing, the response was literally "ran water on the car." When I said I had no intention of paying $300.00+ for what they jokingly call "diagnostics" Mr. Marshall rudely stated that fine, he'd eat the charge, just take the car and go. His mechanic then drove the car back to the Sales entrance, forcing me to follow on foot, and left the car with no keys in it. Mr. Marshall came out the door, handed me the keys, snapped "Have a good day" and left. We followed up with a call to the area representative, and following a two-day "investigation" Ms. Socorra Ruiz determined that Mr. Marshall behaved appropriately and they "stand by their trained technicians." I then sent a detailed 3-page letter to Mr. Larry Braun with a copy to the Lincoln Customer Relationship Center in Michigan. No response from Mr. Braun, but a "Todd G." (right, no last name) from Lincoln sent back an insultingly vague, short and poorly constructed response (example: Your feedback is important us.) that has soured me on the brand completely. Unless you are bound by warranty to this dealer, do yourself a favor and find a reputable shop. We've had good experiences with both Martin's in Ewing and Superior in Robbinsville. I had been a customer of the Lawrence service department since they first opened, back when they had integrity; it's a shame their standards have sunk so low. This is our third Lincoln; thanks to Lawrence I daresay it will be our last. P.S. And if you do have a warranty with Lawrence, make sure you familiarize yourself with everything it covers...

Preparation of paperwork ahead of time was much appreciated. Explanation of features of the Ford Explorer were very clear. Everyone we worked with was very kind and efficient.

I'll been a loyal & happy for years at Lawrenceville Ford. Dealt with many great people! Service is top notch. Tony Stewart put the plates on my first Ford vehicle. I've watch him grow to the successful business man he is today. Tony runs a great operation thanks to the dedication of his long term and some fantastic new employees. I have a tendency to hang on to my new vehicles for many years, partly because it's a FORD product and mostly because the Service Group knows what they are doing. Special kudos to Brad Grois for his technical and mechanical talents. Additional kudos to Jun Mendez for his excellent customer service skills. I've known Jun for a long time as well - another great example of a dedicated employee.

the whole experience was horrible from the advisor to the manager to the quality of work.would never recommend this business to anyone. rude and extremely overpriced compared to every other ford dealer in the area

The staff was very helpful, seeing as I have never been through a situation like this before. They were quick and got me into the loaner car so I could make it to work on time. The staff also answered my phone calls promptly and got back to me with answers just as fast.

I recently had to have my vehicle serviced at Lawrenceville Ford. Charles could not have been a more accommodating and helpful service manager. I was aware of all that needed to be done on my vehicle and my expectations were set thanks to Charles detailed explanation. He helped me ensure no disruption to my work day responsibilities during the week! I cannot say enough wonderful thinks about my experience. Thank you, Charles! My husband is in the military and it is always tough when he is away from home managing the day to day especially when he usually takes care of the cars! Thanks to Charles and Lawrenceville Service team we both do not have to worry about anything!!

This past year I purchased a 2014 focus from Ford in Lawrence NJ. The service center has been fair, reliable, and very accommodating. AJ has been very helpful with my needs as well as my salesman Gary. I highly recommend this dealership . They continue to prove ford is built tough! Thanks Guys! Erin

Initially, we came in for service on my 16 year old car. Rob Fiscor, one of the service advisors, is the reason we returned to purchase a car. He was the difference in changing, what was a negative experience, in the service area, to a very positive feeling. Matt was an extra bonus to the experience. These two young gentlemen, bring back the experience of the "good" old days= the way customers should be treated no matter the model of purchase. They put the CUSTOMER in service!

brought in 2010 expedition to have retractable step looked at powered bt a small motor. also sent in extended warrenty info was called back and told by mr mendez that part was 2000.00. and could not replace just motor had to replace motor and step and have it painted to match vehicle color. was also told not covered under warranty. called another dealer for second opionion and found out from them that mr mendez never called warrenty co. and that under certain situations part is covered. i was also informed that all parts mr mendez was charging me for do not have to be replaced. i did not have them service but they still took me for 169.00 for nothing. avoid this dealership at all cost very dishonest