Hooks Lincoln

What a wonderful experience. I called Kip Tuesday morning to ask about a car and I drove out with an incredible new Aviator in the exact color scheme and options I wanted the same afternoon. I felt loved and cared for throughout the experience. This is my second Aviator from Hooks. You can bet when it’s time to replace this one, I’ll be back!

We had an excellent experience purchasing our new Lincoln Aviator from Hooks Lincoln! We live several hours away but had found the car that checked all the boxes for us at Hooks. We were able to do much of the deal with our salesperson Tommy by phone and online, even sending pictures of our trade, and were able to come up with a fair price. We put down a deposit to hold it, and scheduled a time to come to Fort Worth the following week, when we were coming to the area for a baseball tournament. The staff at Hooks were very friendly, even sat down and had a nice long visit with the owner, Kip Hooks. I have already recommended Hooks Lincoln to a friend who might be in the market for a new car soon!

Tommy was absolutely fantastic to work with. Throughout our vehicle search, he was responsive, patient, professional, and genuinely helpful every step of the way. He took the time to answer all of our questions, kept us updated, and even held a vehicle for us while we sorted through our options. What impressed me most was that Tommy treated us like valued customers without ever applying pressure or playing sales games. In an industry where that can be hard to find, it really stood out. We ultimately purchased a different vehicle, but that decision came together at the very last minute. In fact, if that deal hadn't worked out, we were planning to head straight to Hooks Lincoln to purchase their vehicle. That's how much confidence Tommy and the team had earned from us. Even though they didn't get the sale, they absolutely earned this review. If you're shopping for a vehicle, do yourself a favor and ask for Tommy. Outstanding customer service from start to finish.

I brought my car here due to an engine tapping sound, and I had a $12,000 bill, I decided to go cheap and take it to a Mom ❤️ and pop shop that was going to charge me 6000, then ended up messing everything up completely, and then I had to take my vehicle back to the dealership. Throughout the whole process, Chris Muran The service manager was very patient very helpful, very understanding of my financial situation, and worked with me. Did everything in his power to make sure that the situation was rectified, even though my bill and was supposed to turn out to be over 20,000, he found ways to help me fix just what was needed. Even after I got the vehicle back and there was a coolant leak, I took it back to him, and he was very helpful. He was very patient, I was calling every day, I was showing up all the time, I’m sure it must have been very frustrating for them, but throughout the whole process, he kept his cool, and even his service agent, Cesar, was also very helpful, the tech representative Nate was very amazing, he walked me through the damages on my car told me what was achievable, my whole experience was amazing, spearheaded by Chris, and I know it’s very easy for people to leave bad reviews all the time when they’re not happy or they’re disgruntled. And we never take the time to praise people when they go over and beyond. To be honest with you, I had given up on this car, I was already thinking of ways to figure out how to cut my losses, but they stuck with me and helped me get my car back on the road. I will forever use Hooks Lincoln for all my Lincoln needs. Thank you very much, Kris.

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.