Al Packer Lincoln - Service Center

On Oct 4 2022, my Lincoln MKS was delivered by AAA to Al Packer with a malfunctioning fuel injector. After 5 weeks, 2 bills claimed and paid by the warranty company, 2 copays by me and another bill for almo Packer with a malfunctioning fuel injector. After 5 weeks, 2 bills claimed and paid by the warranty company, 2 copays by me and another bill for almost $800, the car is still there, not running. It has not been drivable for more than 5 miles for the past 5 weeks and sitting in their parking lot for 7 days now without even being plugged in for diagnosis, so I can’t even open up a new claim or get a rental car. The Service Manager Tim Olsen won’t return my calls. The General Manager Tracy Manzilotti will not intervene. They won’t diagnose the car, open a claim or give me a loaner. This car is the top of the Lincoln luxury line with all of the options. It was the dealership’s show car when bought in Delaware. I have opened a complaint file with Ford and Kacie Copeland says there is nothing she can do to get the dealership to walk into the parking area and get a diagnosis by plugging in the computer. They say other customers have priority over my car. I have never encountered such behavior from either a service provider nor a retailer. At this point, I cannot imagine ever doing business with Al Packer Lincoln, Al Packer Ford or the Ford Motor Co in the future. The truth is that once they got my money for services that they added onto the warranty work, they won’t back up their work and they want nothing to do with me because they have already ripped me off for the cash pay extras which may, or may not have been needed and may have caused the secondary problems. They are treating me like a leper and my car like a liability hot potato. This is unquestionably the worst experience with an automobile in my entire 70 years. If you purchase a car from these people, be forewarned that you may experience the same level of service for that vehicle. More

I wish to express my gratitude for the excellent service I was provided by the Quick Lane via the expert guidance of James Smith. James has overseen the status of my vehicles for several years and as long I was provided by the Quick Lane via the expert guidance of James Smith. James has overseen the status of my vehicles for several years and as long as he is employed I will be a customer. Each trip for routine maintenance or urgent care he provides the same efficiency and professional attitude that assures me I will obtain the quality of service I appreciate. More

Poor service. Primary fault (engine light) not worked even after the vehicle was brought in 4 times for the same issue. Additional issues have had 2 to 3 return warranty claims that are still not correct even after the vehicle was brought in 4 times for the same issue. Additional issues have had 2 to 3 return warranty claims that are still not corrected. The final bill was higher than quoted work even with warranty. Service writer not available to discuss the variance when picking up and will not return calls. No valet to bring the vehicle to the service area while two other service writers watch for 20 minutes unwilling to help until we had to walk through the lot looking for the vehicle. Once we find the vehicle it has a low tire pressure light that we still can’t get help with and have to drive to a gas station to service. Vehicle was returned to us still having 3 of the 4 original issues and a part has to be back ordered for the 4 issue. Was even told that we would have better options if we had bought the vehicle from them instead of purchasing from a different dealership by the service manager. This is not the first issues had with this dealership. More

I went in with an appointment to get 2 tires and a flat fixed. For the first time in 3.5 yrs of going there no one was there to receive my car. I went in and finally Kimberly Rogers comes out of the office fixed. For the first time in 3.5 yrs of going there no one was there to receive my car. I went in and finally Kimberly Rogers comes out of the office tells me that the car will take a little over two hours to get fixed. In this tremulous times don't wish to look at the news, which one of the customers decides to watch, so I thought I should go home and did. I told Kimberly to PLS call when the car in done. Unbeknownst to me the car gets pushed back b/c I wasn't there waiting. I dropped it off at 7:45 I called at 11:00 to see how much longer, called back at 11:30 Kimberly never returned my call, so at 12:30 I get dropped off at the dealership and she is out to lunch. When I asked her why is my car taking so long after she had told me it would be a little over two hours, she said it's b/c I left! Well, if I had known that I would have never left! I call back to make na appointment for my radio and recall, the recall takes two days to fix, no loaner b/c my car is one yr too old. I asked to speak to the manager and the receptionist hung the phone on me twice, I finally called from a different phone and anther woman picked up the phone. I have never been treated so poorly and unprofessional! Hanging up the PHONE? So childish... More

I received an email from Al Packer about coming in for service. I answered the email, picked a date (Friday, 9/25) and time (I thought) for the appointment and pickup, indicated what I needed done in the service. I answered the email, picked a date (Friday, 9/25) and time (I thought) for the appointment and pickup, indicated what I needed done in the text box (oil change and tire rotation) and called Al Packer in through our gated community. So today (Thursday) I received a call about them needing my driver's license, insurance card and a credit card. I said I don't email credit numbers on email. I was told to email a copy of my driver's license and insurance card. Before I could do that I got a call saying "I did it wrong" and you don't have an appointment because you didn't talk to us. I said didn't you see what I needed done when I replied to the email and was told "but we don't she that". So bottom line, I don't have an appointment tomorrow and basically made to feel like I was an idiot. Maybe I could try some other place. More

Service issues Absolutely LOVED the pick up service for maintenance or repairs. Unfortunately, that's were the service STOPPED. My vehicle ,2017 MKZ, has been ther Absolutely LOVED the pick up service for maintenance or repairs. Unfortunately, that's were the service STOPPED. My vehicle ,2017 MKZ, has been there for a week yesterday, for an oil change, tire rotation, wash & to look into the possible transmission issue. I have received not one phone call with any updates. I have called numerous times for an update on my vehicle with no call back at all. Saturday I finally called and the sweet young lady that answers the service phone looked into it and said the vehicle had been assigned to a technician but no one has looked at it yet. Still one week and one day later I have heard nothing. HOW DISAPPOINTING!!!!! Follow up is crucial!!! More