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...