Hooks Lincoln

Only giving 1 star because 0 stars was not an option. From the GM down, they are absolutely terrible to work with. They do not communicate, are unable to accurately diagnose an issue with a vehicle and generally are just bad at their job. I would not recommend purchasing a vehicle from this dealer and I would avoid getting your vehicle serviced at this dealer.

I want to start by saying that I genuinely love the Lincoln brand and my vehicle. My frustration is specifically with the service department at Hooks Lincoln, not Lincoln itself. I scheduled an appointment for Friday, February 20, 2026, and dropped my vehicle off the evening prior on Thursday, February 19, 2026, for recall work. At the time of scheduling, I was assured the vehicle would be completed by Saturday afternoon, February 21, 2026. Based on that commitment, I arranged my schedule accordingly. However, on Saturday afternoon I was informed that my vehicle would not be ready until Monday, which created major issues for my family since I rely on my vehicle to take my kids to school and manage daily responsibilities. Being told by James Perryman (Service Advisor) at the last minute to simply get a rental for Monday was frustrating, especially since rentals are rarely available through this dealership. This situation is particularly disappointing because of my previous experiences here with Chris Moran (Service Manager). During an earlier visit, my vehicle remained at the dealership for nearly two months. During that time, I had to pay out of pocket for a rental vehicle for an extended period due to the lack of available loaner or rental support from the dealership. The first time I brought it in, I still had warranty coverage and raised several concerns, but I felt those issues were not taken seriously or fully addressed. When I returned a second time for warranty-related problems, I ended up paying out of pocket for repairs that could have potentially been covered had the concerns been properly handled during the initial visit. Throughout these experiences, I have consistently struggled with a lack of proactive communication, limited urgency, and no reliable loaner or rental options to support customers while their vehicles are being serviced. As a customer, I expected a higher level of customer care and initiative from a dealership representing a premium brand. At this point, I no longer plan to bring my vehicle back to this service department, even if that means driving further to another Lincoln dealership for service. I hope management takes this feedback seriously and reaches out to address these concerns directly. I would welcome the opportunity to discuss a resolution and see improvements made so future customers receive the level of service expected from a premium dealership.

The worst service ever! I bought 3 navigators from them. Took mine in to replace windshield! Was told to be there early AM, would be done early. After 7 PM my son got home! Rick was the service manager for years! He’s no longer there! It shows! My navigator was always detailed, not this time! The poorest service ever! Doug was even rude when I complained! Kory, Rick, Greg were so good! Sad that they are gone!

Great place Chris and the techs always take care of me even though I don't drive a lincoln they treat my F250 like one always cleaned up after a service and always explained as to what maintenance I need next thanks guys for treating me like family!!! Go frogs!!!

Hooks Lincoln has been excellent from service of my older Lincoln to the custom order and purchase of my new one.

Door repair to correct mis alignment and sof close doors not workingcould not be done due to lack of parts. Expect 1 week delay

Delivered a poorly put together vehicle with zero instruction. Won't work with outside banks. Poor customer service.

That absolute worst service department I have ever encountered without a doubt. Brought My car in three times for repairs that were not performed . Never again.

Purchased 2021 Corsair 3 months ago and was told the back panel and one of the a/c vents need to be replaced. Called many times and just get the run around. Very poor service !!

The last 18 months of service on my New 2020 Aviator has been a nightmare. You have to wait 2-4 weeks to get an appointment. My car was in the shop for 4 week during my most recent experience and then my car was returned with the same problem. I had to wait another 2 weeks to fix the problem that was supposed to be fixed the first time. My car has been in the shop 7 times for a total of 3 months in the shop. Do not buy from Hooks or Lincoln for that matter! They sell you on the great service and a nice sales center. The second you become the owner, be prepared for auto generated emails “checking in,” reoccurring problems and no communication. Yes this review is for the new service manager too! The last two managers have not provided “luxury” service.