Jim Moody | Page 4

19 July 2023: I live in Beaufort, but purposefully chose to travel the 1 ½ hours to buy my 2022 Lincoln Aviator from Palmetto because O. C. Welch’s Service Department is AWFUL! My first 2 service appointmen to travel the 1 ½ hours to buy my 2022 Lincoln Aviator from Palmetto because O. C. Welch’s Service Department is AWFUL! My first 2 service appointments at Palmetto were great; however, my 3rd visit was not the charm! I called on 5 July to make an appointment to drop off my Lincoln for service and several other maintenance issues, and Jennifer informed my Service Writer Jason no longer worked there, but she could schedule my appointment. Jennifer was very nice and helpful as I explained to her all of the maintenance issues, and because this was not just a regular service that I could wait for, I also requested a loaner vehicle. Jennifer told me the next available appointment was on 19 July @ 1000, I received an e-mail confirming my appointment, that a rental car request would be submitted, and my new Service Writer would be Mr. Robert Pace. On 19 July, I showed up for my appointment at 0955, met Mr. Pace, and then we went to his office. As I was sitting there, he called Enterprise about the rental request that was previously submitted, only to apologize to me and be told that they didn’t have any Lincoln’s available. When I asked Mr. Pace why the rental wasn’t confirmed prior, let me just say that the answer was not acceptable. He did try to make a few last minute calls within the dealership, but no luck. I understand the logistical challenges WRT the shortages of loaner/rental vehicles, but I would have thought that it would have been better if he called me prior to reschedule IOT ensure that I would get the loaner, as requested. We then discussed at least getting the oil change done while I was there, but when I asked how long it would take, he told me 2-3 hours, or maybe even longer. Again, not very happy about the situation, but my Lincoln needed the service done, so I waited. As I was waiting, I referred back to Palmetto Lincoln’s Website to review their “Palmetto Promise, which states, “We are proud to be your premier Lincoln dealership and to deliver the outstanding customer care that you deserve……we are dedicated to YOU, the customer, and guarantee that you receive only the highest quality of service when you visit us.” I felt VERY LITTLE CUSTOMER CARE from Mr. Pace! While I was outside talking to my husband, a gentleman approached me, introduced himself as the Service Dispatcher, Jimmy Moody, and proceeded to tell me that he was going to be able to work in my Lincoln for service and that it shouldn’t take more than an hour. Finally, someone who truly seemed to care! True to his word, Mr. Moody had my Lincoln serviced and washed in a very timely manner. When I asked him a question about my windows, he took me up to the Sales Manager, Nick. Nick was a tremendous help in trying to resolve my window issue, and I really appreciated the time he took to troubleshoot the problem, his patience in answering my questions, he would have to do some further research, and call me back. Mr. Moody and Nick were the ABSOLUTE definition of OUTSTANDING CUSTOMER SERVICE! I’m now scheduled to drop off my Lincoln for repairs on 30 Aug, so I’m keeping my fingers crossed that I get a loaner this time. More

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19 July 2023: I live in Beaufort, but purposefully chose to travel the 1 ½ hours to buy my 2022 Lincoln Aviator from Palmetto because O. C. Welch’s Service Department is AWFUL! My first 2 service appointmen to travel the 1 ½ hours to buy my 2022 Lincoln Aviator from Palmetto because O. C. Welch’s Service Department is AWFUL! My first 2 service appointments at Palmetto were great; however, my 3rd visit was not the charm! I called on 5 July to make an appointment to drop off my Lincoln for service and several other maintenance issues, and Jennifer informed my Service Writer Jason no longer worked there, but she could schedule my appointment. Jennifer was very nice and helpful as I explained to her all of the maintenance issues, and because this was not just a regular service that I could wait for, I also requested a loaner vehicle. Jennifer told me the next available appointment was on 19 July @ 1000, I received an e-mail confirming my appointment, that a rental car request would be submitted, and my new Service Writer would be Mr. Robert Pace. On 19 July, I showed up for my appointment at 0955, met Mr. Pace, and then we went to his office. As I was sitting there, he called Enterprise about the rental request that was previously submitted, only to apologize to me and be told that they didn’t have any Lincoln’s available. When I asked Mr. Pace why the rental wasn’t confirmed prior, let me just say that the answer was not acceptable. He did try to make a few last minute calls within the dealership, but no luck. I understand the logistical challenges WRT the shortages of loaner/rental vehicles, but I would have thought that it would have been better if he called me prior to reschedule IOT ensure that I would get the loaner, as requested. We then discussed at least getting the oil change done while I was there, but when I asked how long it would take, he told me 2-3 hours, or maybe even longer. Again, not very happy about the situation, but my Lincoln needed the service done, so I waited. As I was waiting, I referred back to Palmetto Lincoln’s Website to review their “Palmetto Promise, which states, “We are proud to be your premier Lincoln dealership and to deliver the outstanding customer care that you deserve……we are dedicated to YOU, the customer, and guarantee that you receive only the highest quality of service when you visit us.” I felt VERY LITTLE CUSTOMER CARE from Mr. Pace! While I was outside talking to my husband, a gentleman approached me, introduced himself as the Service Dispatcher, Jimmy Moody, and proceeded to tell me that he was going to be able to work in my Lincoln for service and that it shouldn’t take more than an hour. Finally, someone who truly seemed to care! True to his word, Mr. Moody had my Lincoln serviced and washed in a very timely manner. When I asked him a question about my windows, he took me up to the Sales Manager, Nick. Nick was a tremendous help in trying to resolve my window issue, and I really appreciated the time he took to troubleshoot the problem, his patience in answering my questions, he would have to do some further research, and call me back. Mr. Moody and Nick were the ABSOLUTE definition of OUTSTANDING CUSTOMER SERVICE! I’m now scheduled to drop off my Lincoln for repairs on 30 Aug, so I’m keeping my fingers crossed that I get a loaner this time. More

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I was vacationing in Kiawah when I had an issue with the master switch on my F150 and the rear passenger window was stuck down. I researched the closest dealer and it was Palmetto Ford. I tried calling 3 ti master switch on my F150 and the rear passenger window was stuck down. I researched the closest dealer and it was Palmetto Ford. I tried calling 3 times and could never reach anyone in service nor did I get a call back, which is why they don’t get my full 5 star rating. I decided to just show up anyways. When I got there, the service drive wasn’t busy but two cars were still blocking it. I got out, looked around for an advisor and nobody was around. I had to walk into the managers office to speak with anyone. Another reason why they don’t get my full 5 star rating. However, once I spoke with their service manager, one of their advisors, Kyle, stepped up and checked with parts, checked me in, and got me in and out of there in an hour. It was a great experience for such a last minute “emergency” that I had. More

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