Bob-Boyd Lincoln, Inc. — Attraction in Columbus

Would agree with prior negative customer reviews! They are more more than happy to bend over backwards to make a sale, or sell extended warranties or aftermarket items and pick up your vehicle then, but god forbid you have a technical problem or warranty issue with the vehicle they will refuse to not only flat bed or tow a $90000 “ Black label service “vehicle with only 5,000 miles let alone send a driver to pick it up. I’ve spoken to Steve Keslar and John Dillon as the “owner” has advised others in negative reviews, as well as Lincoln Conceirge and Lincoln customer service with the General Manager at Bob Boyd on the phone. Despite Steve Keslar advising me several times to get the vehicle there to be looked at and fixed with a Field Service Engineer(FSE) alongside another vehicle they had with the same exact issue as mine that is a manufacturing defect, the FSE never showed up and another one refused to come to fix that vehicle, as did two other FSE at another Lincoln dealership to fix that vehicle or mine for 2 wks despite two trips and 9 days at the dealership. BOTH Lincoln, and Bob Boyd including the General Manager and John Dillon, REFUSED to pick up or transport my vehicle despite the $90000 price tag for service! The 2020 Lincoln Aviator and Explorers have well documented owner issues posted online by various owners with LED screen freeze up or black out issues, and a significant rattling or humming noise that two different dealerships were unable to diagnose or fix and that Lincoln’s “ engineers” refused to show up to look at or assist in fixing. Miraculously, several managerial members of this dealership were allegedly “ sick” for apparently weeks to not even respond to emails, and the field service engineers haven’t been seen since the start of the pandemic yet still getting paid. I’ve asked to speak to the owner of Bob Boyd, will see if I get a call back? Otherwise, DO NOT BUY A LINCOLN, or BUY A LINCOLN FROM THE BOB BOYD DEALERSHIP!! ABSOLUTELY, HORRIBLE, CONDESCENDING AND DEGRADING CUSTOMER SERVICE even to point of outright lying and manipulating facts from telephone calls and emails as proof from the Service Manager Steve Keslar by Lincoln and Bob Boyd’s General Manager. Clearly, once they make the sale and tout their “ black label service “ they are done with you!! They couldn’t care less about helping diagnose and fix this vehicle or about their customers...

Pretty disappointed in the recent service of my MKC. Last year I called to inform of two recalls (battery sensor and door latch) and I was advised they would call me when they had parts in to replace. I never received a call. About two months ago my horn randomly stopped working for about a month, then randomly began working again. Last week I received an advance notice for a recall of my back up camera. No later than I received this notice, my running lights stopped working briefly and came back on. I assumed all of these accessories were tied together and I called Lincoln again to see if the recalls were able to be replaced and ask if my concerns were related to the recalls. I scheduled an appointment for this morning, dropped my vehicle off and voiced my concerns again to the parts department. They informed me that they didn’t believe they were related but they would be able to do an electric diagnostic to figure it out. At drop off, my running lights and horn were both working fine. When they called for pick up, they informed they replaced the battery sensor and inspected the door latch per the recalls and would call when the back up cam was in stock for that recall. As soon as I got on the freeway I noticed my running lights were not working and my horn was not working. I immediately called them and I was informed that I could bring my vehicle back but they were unsure how long they would have it, and it would cost $200 to do an electrical diagnostic. I have absolutely no problem paying for the service, however, I explained the issues that I was having multiple times including at drop off, and there was no discussion that there would be a cost, and they didn’t explain that the service would not be done today. Had I known I was dropping the vehicle off for only the door latch and battery sensory recall, I would not have re-arranged my schedule. Next time I would not assume that my concerns are being addressed simply because I vocalize them. I think it’s very important that concerns are taken seriously, especially something as serious as a safety issue of no running lights. I did receive a complementary car wash and they did pull my vehicle to me at pick up which was very...

I had the best experience at Bob-Boyd Lincoln recently. Stanton Kesler was amazing!! This is the best customer service ever! I have a 2013 Lincoln MKZ that I bought from Bob-Boyd Lincoln. We were having an issue with the car not recognizing one of the key fobs. We were told to replace the battery but the issue continued. I also felt the car was shifting hard. We took the car in and Stanton listened to both my issues and said he would call me after they looked at the car. The key fob issue was quickly resolved as one of the batteries was showing low even though it was new. The transmission person drove the car and said we needed major work on the transmission. The transmission people are also to be commended - I believe this problem was in the early stages and to have caught it so soon is such a relief. The car was still under warranty so the work was performed with no cost to me. Stanton called me every day to update me and let me know exactly where they were on the car and what they were doing. When we picked the car up, he explained that the transmission would take a little while to learn my driving habits again. I was so pleased that he listened to my concerns and addressed them and went the extra mile to make sure I knew he cared about getting our car fixed. He did a wonderful job of representing your company. I love my Lincoln but I think this visit has convinced me to become a life time customer at...