Palmetto Ford Lincoln - Service Center

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

What an amazing turn around for the service department! last week I submitted a comment on the service department as they did not have the part needed for the recall I made an appointment and traveled 27 m last week I submitted a comment on the service department as they did not have the part needed for the recall I made an appointment and traveled 27 miles to have done. Within minutes of my post the service manager reached out to me to make this situation right. I am so very impressed with their dedication to customer service and to Jeff who came out to do the recall at my home today. Thank you for putting the service back in customer service! You have gained a loyal customer. More

When I called to schedule my appointment for a factory recall on my 2021 Ford Escape on 4/14/2023 the young lady that helped me was very pleasant and scheduled my appointment for 5/4/2023 at 8:30 am. I ar recall on my 2021 Ford Escape on 4/14/2023 the young lady that helped me was very pleasant and scheduled my appointment for 5/4/2023 at 8:30 am. I arrived to drop my car off on 5/3/2023 in the afternoon and after waiting in the reception line for several moments I was greeted by Bob Pace. After several minutes of paperwork I was told that Ford had stopped shipping the part needed to address my recall a few weeks ago due to sourcing issues. I had just received a confirmation email the day prior to my appointment with no mention they did not have the part. I drove 24 miles to the dealership to drop off my car and my husband drove 24 miles to pick me up as the recall work was supposed to take about 4 1/2 hours. This was an utter and disrespectful waste or our time when someone from the service department could have called, texted or email me to let me know the part was not available. Finally, instead of saying they could call me to reschedule when the parts became available Bob told me to call back in about a month to see if it was available. Perhaps they should remove the word service from that department. More

I have bought 2 ford fusions ( I love my fusions) from this dealership, I know these reviews don't mean anything and don't change anything, but I am so frustrated with Ford I needed to write about it some this dealership, I know these reviews don't mean anything and don't change anything, but I am so frustrated with Ford I needed to write about it somewhere. Buying the car was stress free. When it came to servicing the car nightmares. I dreaded oil changes, any recall fixes and any kind of repair. The staff act like they are doing you a favor if they acknowledge you in the first place. They don't answer phones if they do they transfer you to the wrong person, you leave messages no call backs. I have to bum a ride to find out whats going on. You will get your car back when they feel like it, Service guys act nonchalant. I always wanted an F150 but i will never buy another Ford product as long as I live and I will not recommend vehicles as well. I went in last thurs day for a squeaky belt and a week later its not fixed, I bought the car brand new with the premium warranty. It only has 75,000 miles in almost 5years... Like i said this is not my first experience, from all day oil changes sometimes 2 days, to known ford problems taking 4 days to fix. I guess one should know better when they tell you that the earliest you can make an appointment to diagnose a problem is 3 weeks. The shuttle driver should run the customer service dept, the only one there that really cares about the customer. More

Called service dept this morning to report a Check Engine light on a 2020 F-150 and ask for service advise. "Should I bring it in, is it safe to drive". FordPass app told me it is possibly a catalytic conve light on a 2020 F-150 and ask for service advise. "Should I bring it in, is it safe to drive". FordPass app told me it is possibly a catalytic converter issue. Discussed this with the service rep, who told me the earliest they could look at it would be 18 work days. Was given the option to drop it off with no timeline or expectation of return. Called another Ford dealership in the area, who understood the urgency of the issue, and was given an appt for tomorrow. May be time to move my routine services to this other dealership as well. Do better! More

The service department is horrendous I wouldn't recommend it to anybody because they overcharge and underpreform so good luck on getting hold of a responsible service rep that truly cares !!! it to anybody because they overcharge and underpreform so good luck on getting hold of a responsible service rep that truly cares !!! More

DISAPPOINTED IN THE SERVICE DEPARTMENT AND OWNER FOR NOT RETURNING MY PHONE CALLS I have a 2014 Ford Fusion with less than 75,000 miles on it. Car was making a whining noise, brought it to Firestone, they RETURNING MY PHONE CALLS I have a 2014 Ford Fusion with less than 75,000 miles on it. Car was making a whining noise, brought it to Firestone, they replaced the serpentine belt tensioner and the alternator; car continued to make same noise, so Firestone recommended bringing it to Ford dealership. I was not charged for parts or labor by Firestone as they owned up to their mistake. Ford finally able to see me after approx 3 weeks time; their diagnostics said the noise was coming from the alternator. I informed them that alternator was brand new; they said Firestone used wrong alternator. Ford then replaced the alternator but noise continued. Ford then stated it was water pump which they replaced. I was charged for both services and labor. I then took Firestones alternator back to them, explained what happened at Ford; they tested the alternator and it passed and did not make any noise. I do not feel that Ford should have charged me for the alternator as that appears to never have been the problem. Of note, the car has less than 75k miles and this is the third alternator and third water pump. In Fords favor was them giving me a nice rental vehicle while work was being done but then only deducted $500 from total bill of over $3000. I am very upset that I had to pay for the alternator/labor as it appears that it was never faulty. I left multiple messages for the owner to call me to discuss this as the service manager said he could not take any more of the charges off but never heard from him. More

Directed toward 2 specific Parts Specialist only. Not the dealership itself. Unfortunately, I am going to have to leave a not so nice review for Mr. Roger Early And his Lovely parts "Specialist" Mi Not the dealership itself. Unfortunately, I am going to have to leave a not so nice review for Mr. Roger Early And his Lovely parts "Specialist" Miss Ashley. I HAVE NEVER BEEN TREATED AS RUDLEY AS I WAS TODAY BY THE BOTH OF THEM. Resulting in my being "KICKED OUT" of the Palmetto Ford Parts Department and telling my boss and I that we could take our business elsewhere....All of this was over some confusion with a part/part number that we have been trying to get figured out. I was told by Mr. Roger that I was wasting too much of their time and that it was BAD BUISNESS, and since I was so careless in ripping up his sticker he could no longer check the part back in and slid the box across the counter to Ashley telling her to THROW IT IN THE TRASH! . Miss Ashley was Already yelling at a different customer on the phone when I walked in telling him that "THERES NOTHING I CAN DO FOR YOU SIR" "ANYTHING ELSE SIR!!!" So Rude. the same way she spoke to me on the phone yesterday.(I could feel his pain) I at one point handed my phone to Mr. Roger to let him speak to my boss, his tone and way of handling the situation was Very Irate, as he pounded on his chest to let my boss know that they were unable to help us with the restocking fees....(not really a big deal as it was probably only about $5.00). They seemed a little overwhelmed there and aren't we all. I am a body tech so I KNOW that the parts transactions aren't always smooth. But, How was I Wasting their time? They Are The Parts Department!!!!! THAT IS WHAT THEY ARE PAID TO SPEND THEIR TIME ON,, OR IS IT? Bottom line we Usually use Jones Ford Anyway AND WILL NOT BE PUCHASING ANYMORE PARTS FROM PALMETTO FORD PARTS DEPARTMENT!! THANKS! Hope you all had a great laugh.. because my next words are going in a Letter to Mr. Graham Eubank. More