David McDavid Lincoln Frisco

I've worked with Richard A. from the service shop twice and have had a positive experience both times. Richard is highly consultative, helps you weigh your options, and doesn't push anything unnecessary. Unlike other dealerships and shops I've visited, each service manager owns the relationship with the customer, and you aren't just another nameless customer. I should also note that I drive an 11 year old Ford; not a Lincoln. Both Fords and Lincolns use Motorcraft replacement parts, and this shop is highly experienced and comfortable with Ford repairs, and has comparable labor rates to Ford shops in town. In other words, this place doesn't give the "Cadillac tax" that you find on comparable GM products (Escalade vs. Yukon/Tahoe, etc). I came in last week with a sound coming from the rear of my car that I was pretty certain had to do with the hub. Another shop in town diagnosed it as a differential issue and proposed a $3000 fix. I wasn't convinced. I brought it in, described the symptom, and Richard put his most senior technician on diagnosis duty. He called back later that morning and followed up with an email that prioritized all of my repairs (safety related, due soon, and recommended based on mileage). We determined that 2 needed to be completed immediately (neither were the original diagnosis) and I authorized the shop to start on them right away. Richard called back that afternoon explaining that the part that arrived was DOA (clearly not their fault, and I appreciate them for not installing a faulty part) and they'd have to give me a loaner for the night at their expense. No run around, no acting like it was my fault; full accountability was accepted by the shop. There were some logistics issues with shipping the replacement part, so it ended up not showing up until late the second day, so I kept the loaner for another day. Again, not the shop's fault, I just want to clarify my comment that the work wasn't completed on time. The third day, I got my car back, and the sound we had diagnosed was gone! Richard even offered to have the tech go for a ride with me if the sound ever came back. Now that's good service! Even though they're a bit (sometimes even a lot) more expensive than local mom & pop shops, the quality of customer service, level of experience and knowledge of the employees, and convenience makes this shop my go-to.