Palmetto Ford Lincoln - Service Center

If I could give a ZERO STAR rating I would. This service department is shady. Refuse to fix an issue that wasn't there before. We had always been fond of our car - we took it to the dealersh This service department is shady. Refuse to fix an issue that wasn't there before. We had always been fond of our car - we took it to the dealership to have recall work done. After it was returned we can not get the lug nuts off the car to do any additional service needed. The manager Travis will not call me back and Joe who we worked with was both condescending and rude - blaming us and the fact that we live in Charleston along with the fact the car has "100,000 miles on it". We want nothing more then for them to replace our lug nuts and they will not do it. Very sad that this is what Palmetto Ford thinks is acceptable behavior. I have no problem writing this review and also telling everyone I know about this experience and shady - behavior More

Have tried to get service at this dealer for a check engine light and oil change with the same result. Check engine light would require to leave my vehicle for a week. For a simple oil change I either h engine light and oil change with the same result. Check engine light would require to leave my vehicle for a week. For a simple oil change I either have to drop off or make an appointment almost two.months out. I have never had this difficulty with any of my.previous cars or dealers. More

I scheduled a service appointment for my truck and the soonest I could get was about two weeks out. I show up on that day and they tell me I'll have to leave my vehicle and wait a few more weeks for them soonest I could get was about two weeks out. I show up on that day and they tell me I'll have to leave my vehicle and wait a few more weeks for them to even look at it if I need anything other than an oil change. No idea why they schedule appointments if they can't get to your vehicle for weeks. Had to leave and find another dealership. Then I received an email saying I didn't show up. This place is a mess. More

Great Experience. Great Dealership! We appreciate you guys! Thank you for all that you did you assist our family! Great Dealership! We appreciate you guys! Thank you for all that you did you assist our family! More

I want to start off by saying WOW, what an awesome service experience I had this time when I dropped off my 2022 Lincoln Aviator on 30 Aug 2023. Although I had to wait 6 weeks for an appointment, it service experience I had this time when I dropped off my 2022 Lincoln Aviator on 30 Aug 2023. Although I had to wait 6 weeks for an appointment, it was worth it because my service advisor, Bob Pace, was true to his word in securing a loaner vehicle for me. Actually, my entire experience with Bob Pace was absolutely, positively night and day from my last service experience with him on 19 July. He was professional, courteous, friendly, and extremely efficient in getting me in and out of the dealership in a very timely manner. I also appreciated his improvement in communicating with me throughout this process. Another “kudos” to all of the had work and efforts of Jim Moody and the mechanics to get the repairs done much quicker than estimated. Plus, I continue to appreciate Jim Moody’s continued high level of customer service by following up with a phone call, since he was unavailable when I picked up my vehicle on Saturday, to ensure that I understood all of the repairs that had been completed, as well as answer any questions I may have had. This whole experience has restored my faith in my service advisor and Palmetto Lincoln. More

Scheduled an appointment for AC issue with my Ford Mustang. Appointment was three weeks away. Get there and they tell me the car will not be seen for two more weeks. With no loaner vehicle. Luckily Al Mustang. Appointment was three weeks away. Get there and they tell me the car will not be seen for two more weeks. With no loaner vehicle. Luckily Allen pulled strings and got my car in right away and treated me right. Truly appreciate him. More

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

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

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

John Mount (Service Manager) is the best I've encountered in Service at any dealership. Over the past few years we have encountered some things with our Lincoln that needed special attention. John always e in Service at any dealership. Over the past few years we have encountered some things with our Lincoln that needed special attention. John always ensures the process is easy and that our lives are not disrupted. At times you need someone with experience to work through complex matters by taking extra time and looking at the whole picture: John excels at this, and is invaluable. With todays vehicles, the long term Service experience is more important than Sales to the health of the dealership, people like John make Palmetto Ford worth coming back. More