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. read more

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Paid nearly $600 for a brake service that was installed improperly, causing a noise that was never fixed despite three return visits. Another dealership confirmed the caliper was bent due to improper installation and charged us another ~$600 to repair it. Management refused to issue a refund after weeks of excuses and being passed around. We filed a credit card dispute and will never return. read more

Absolutely terrible experience at Hooks Lincoln. I parked in their lot during the snow because it was unsafe to drive my car down the hill to Hiley. Yes, I misunderstood and thought the dealerships were connected -- but that doesn't excuse the way I was treated. When I explained the situation, the employee I spoke to was flat-out rude and dismissive. No professionalism, no basic courtesy, just an attitude. It would have taken two seconds to say, "We're not affiliated, you'll need to contact them," and leave it at that. Instead, I was made to feel like I was inconveniencing them just by asking a simple question. Customer service clearly isn't a priority here. If this is how they treat people over a harmless misunderstanding during bad weather, I can't imagine how they handle real issues. read more

Buying our car was a very good experience. No pressure, no back and forth to "talk to my manager", no half day of time lost sitting at a desk waiting for paperwork, no sales pressure for additional warranties or accessories. I highly recommend them. read more

The service department is terrible. They don't work within the promised time frame and trying to get a return call is hopeless. The last time I used them they had my car for multiple weeks. This time they have had my car for 4 full days and haven't even looked at it, even though I scheduled an appt several weeks ago. Do not recommend. read more

Everything about how tacky car sales people can be will be found a Hooks. I would rather walk or crawl than have another experience like the one I had there. They are not long for the world of dealerships and I would run from them if I were you. read more

I wouldn't recommend spending any time or money here. I made an appointment over a month out so they would have a rental car available for me. A day before my appointment they called to inform me there was no rental available. Mind you, my warranty was ending very soon so I waited for nothing. They didn't fix my vehicle properly the first time and I requested to have my seat heaters fixed as well, which was not even put on the ticket so those didn't even get fixed. They also quoted me a new battery for almost $500. This place is just looking to rip you off and they are terrible at communication. 10 out of 10 don't recommend. read more

I received a recall notice on my Lincoln navigator. I called and spoke with Louis in the service department. We made an appointment to bring it in on Monday at 1:30. Louis was there waiting on me when I arrived. He had Andrew there to take me home. And then the next day he sent Andrew to my house to pick me up and take me back to pick up my vehicle. Everything was done on time and to my satisfaction.This is typical service for this wonderful company. Really blown away how everything was done ON TIME.... read more

Car buying experience was excellent 4 years ago and I've great service until the last 2 visits. Lincoln sent me a follow up email asking if Hook's had contacted me about the less than perfect service visit 4 months ago but I had to reply "No." Today I arrived around 2 pm for my 2:30 service appointment. As I drove in and parked, I saw 3 service advisors talking to each other around a desk. I gathered my belongings, place my keys in the console, and waited to be greeted. After about a 5 minute wait, no one came out. I concluded that no one wanted to help me. Only as I was exiting did an advisor come out and ask how I was doing today. He did to introduce himself nor ask if he could help me. I don't know what exactly has happened but something has changed at this dealership. read more

As good as it gets for buying a car. We shopped the Dallas metro area for quite sometime and all we were able to find were sales staff that didn't know their product and dealerships that literally didn't want to sell a car. Frustrated I looked into Hooks and glad I did. I made one phone call to Mark G. And he took it from there. I shared what I was looking for and what I expected from the sales process. He's like no problem. Went to the dealership the next day the car was ready, the paperwork was ready, and the everything was amazing. Minus the test drive and a demo of the features in and out in less than an hour. So if you're looking for good deal from a great guy go see Mark at Hooks. Well worth the drive. read more

I was told by Mr. Bill Director of Service department that Mr. Hooks does not want or need my business. I was informed that they are refusing to honor Warranty on my Black Label Continental. Lincoln Corprate Office scheduled appointment for me about 3 weeks ago as the previous dealership was not respondin in a timel manner to me or Corprat office.I spoke to Chris in service department last night regardin my insurance card, which I advised I would forward card once inssends it to me. Chris kept callin me Miss Carme and I correcte him 3 times it is Mrs. Germany. I finally hung up on on him as he was being very disrespectful. I texted the ins card to Hooks about 30 minutes after that call. I waited 58 minutes past the scheduled pick up time and called Hooks and was transferred to Mr. Bill. This is when I found out the refused service...no phone call no text, no email etc, then I was informed Hooks does not need or want my business now in the future. This is very poor custome service as this now shows that management and owners encourage disrespect of their employees. Needless to say they will not get busines or referral from me. I have done business with original owners many years ago and even up to a year ago with current fam8ly members. The Hooks family i knew back 10 to 20 years ago would have never allowed employees to treat present or future customers in such a horrible manner. This is a disgrace to the memory of those Hooks family members who had Integrity, Pride and Respect.​ read more

I'm sure that Hooks in west Fort Worth is a usually good place for your car needs, but not this time. This past March we took our 2010 Ford Fusion to Hooks for an airbag recall job after we had received a notice of recall sent out by Hooks. We set the appointment up about six months in advance. Dropped it off. They said it would take a couple of days and after the 4th day I decided to go get my car back, done or not done, because I need my car for work. Ill just reschedule. We called them ahead of time and let them know. We get there and the car is in the parking lot so I go take a look and the dash is still disassembled, which is required for the job, which is understandable. No biggie. The sales guy takes it to the back and about 15 or so minutes later drives up with our car. Apologizes etc offers a free car wash. Its a nice day and we leave. Two weeks or so later the temps start to rise and we turn on the a.c. and...no air. The a.c. has always worked fine. Take it my regular mechanic and he says its in the dash and that is a costly job. Very costly. I call Lincoln and explain what's going on. The first thing the guy says is "Well, that part is notorious for going out blah blah blah." Obviously trying to weasel out of fixing their mistake or even considering responsibility. I was just gonna let it go but, no this Hooks place has cost me days of work, no recall fix - never heard back from them, and now this a.c. issue which has still not been resolved because I cant afford it and there is nothing I can really do about it. I'm not sure what to say other than I think Hooks sucks and I would never recommend them. read more

Treated fantastic. Ryan was amazing. He took great care of us. Garbo, his manager, was outstanding. They were highly professional and easy to deal with. On a scale of 1-10, we give the team at Hooks an 11. read more

EXCELLENT!! I went in knowing which vehicle I wanted and Troy, Kip, Curtis and Amanda made it so easy. First class service. No need to look anywhere else. read more

I couldn't have asked for a better car buying experience. From the moment we entered the car lot until the time we left, we were treated with the utmost respect. There are no pushy sales people here. Just a team of people who do their jobs well and are happy to help their customers get the best deal possible. I love my new Lincoln and really enjoyed the whole experience of buying a car from Hooks Lincoln. We will definitely be back in the future. read more

I was traveling and my check engine light came on my Lincoln Navigator, I called two other places before Hooks and they were NOT helpful at all. Hooks said to bring it in and they would look at it that same day! They were very friendly and helpful!!! It was checked out and fixed within an hr!! read more

Did most of the leg work on line to limit my time at the dealership. They were super sweet and was even able to get me better financing than I walked in with. I LOVE my new SUV thanks for restoring my opinion in car buying read more

I will never buy another car from Hooks Lincoln from after waiting a year and a half for them to replace my recalled passenger side air bag. Their advice in the meantime is for me to sit in the back seat. This is a scam!!!! I'm sure they figure it will be cheaper to pay for the few people that die in accidents from those defective air bays then it would to pay replacement cost for all of the thousands of cars needing repairs. Of course they could always refuse to pay anything, claiming that their customers were warned to sit in the back seat. read more

Always the best service in purchase! When a woman shops alone for a car, they help you, and do not try to take advantage of you! The care in the service department for oil changes etc. is the best! read more

Fabulous service by Doug Robertson and the gang in the service department at Hooks. I always feel like a star with their customer service, and love leaving from my maintenance appointments with a shiny, clean car! read more

After spending several quality visits with the Lincoln Experience Center (EC) we decided to invest in a brand new Black Label. Plano dealership didn't seem interested in selling, & began with "Excuses" about where you live....mileage wise from the dealership?!?! Really? We don't have a dealership in our backyard. We asked EC where is a good place to purchase a Black Label? The EC recommended our best chance as far as customer service would be Hook's of Fort Worth. They didn't have what we wanted for color. The color we wanted was over 200 miles away, so as far as service not going to happen from there. Not the anticipated Black Label buying experience as we should expect! Definitely one of the worst car buying experiences. Again, we're used to impeccable "WOW" Service from being 5 time SEWELL dealership purchases since 2003. Unfortunately, Sewell Black Label service departments are in Midland/Odessa, otherwise there would be no question on our buying and services there because it's SEWELL! With this larger $$$$ Black Label purchase, we're not going to accept "Excuses" from a Black Label service department about mileage since the Grapevine Sewell dealership never made any stipulation to mileage! Not once in 15 years. Park place of Grapevine even drives out here with no questions asked. Hook's of Fort Worth gave us "Excuses," it would have been nice if Mr Hook actually returns phone calls from another Black Label customer and what would have been a potential next time purchasing client of another Black Label. Hook's lost this "Black Label" customer-They are-Not recommendable for purchasing or services read more

The way Gregg the advisor handled the current situation with Lincoln's recalled passenger airbags was unacceptable. Gregg was very rude over the phone and didn't want to repeat any information I was confused about. You would think this "luxury" dealership would have a courtesy van but I was told they didn't and to figure it out. Oddly enough I spoke with Ford this morning and they have a courtesy van and will be getting this recall handled professionally. read more

I contacted Hooks Lincoln earlier this month (Jan. 2019), concerning a 2009 Lincoln MKX FWD that I thought would perfectly fit my needs. It was a beautiful car, and was priced within my means. I was contacted by Mark Grabowski following the initial request via CarGurus. In all honesty, I was very disappointed in how Mark, specifically, handled my interest in the situation with this car. I was initially told on Friday, 1-11 that someone had booked an appointment to see the vehicle on Sat., 1-12, and following the outcome of that appointment, Mark would give me a call. In that first phone call, I told Mark we were very serious (willing to purchase over the phone if that were possible). Since he told me phone purchases were not an option, I expressed our interest to book flights to purchase the MKX as early as Monday/Tuesday the following wk. We understood this prior appointment took priority, so we waited to see what the outcome would be on Sat. Mark did call me Sat. night and told me he had "terrible news". During the test drive with the potential buyer, there was a noise that did not sound good. Mark went on to explain this could be due to a recall, or worst-case scenario, a transmission problem. He mentioned the car was still available and would give us a call "the second he knew something". We told him we were still interested in the car and wanted to be aware of the outcome if there was a more serious problem. We heard nothing the rest of the weekend or on Monday, so I called once more on Tues. the following wk. to get a status update. Mark answered and assured me he still had no update, and told me he had planned to call, but stated I had gotten ahead of him (apparently). He promised to follow up once he knew something more. I decided not to call again until there was more information... So we waited... and waited. All that week, no call. Finally, on Sunday, 1-20-19, I get an email from CarGurus stating the Lincoln I was interested in was sold on Sat, 1-18. We were disappointed no one from Hooks Lincoln contacted us to at least share the story. To our knowledge, we were the next potential buyers to show interest on that vehicle. If Mark had not made several comments about working for a family run business that was "honest in their dealings", etc. etc... this would not have been such a letdown. But the truth is, Mark didn't follow up on his word. And the events that played out made me believe he was not as honest about the circumstances of that car, as claimed. We did not have a great experience with this dealership, unfortunately. I would not attempt dealing with Hooks Lincoln in the future. read more

Great buying experience at Hooks, in fact it was the easiest car deal I have ever made. I bought a nice pre-owned car and they treated me like I was buying the most expensive Lincoln there. Amy and Amanda were great, making the sales and finance office a breeze. The facility is top notch too, adding to the relaxed atmosphere, upscale and tasteful. BONUS: I was able to visit with Mr. Hooks, the dealer principal and he seemed genuinely interested that I had a good experience. I will be referring friends to HOOKS LM. read more

I know Hooks to be fair and honest with customers. The service department is excellent. The sales staff treat you like you really want to be treated. I thoroughly enjoyed my experience at Hooks Lincoln. read more

I have been looking for a vehicle for some time now. I spent the previous week searching car buying apps and looking all over Dallas and Fort Worth for the car I wanted. Everything I looked at was overpriced and not in very good condition. I saw this car on the Hooks website and figured for the price that was listed, I would just be disappointed. I was with my family on Sunday and went by the dealership to look at the car. The outside was immaculate. I contacted the dealer and asked about the interior and they texted me pictures right away. I set up a time to look at the car. When I arrived the car was clean and opened up and ready for me to look over. The interior was incredible! They worked me a deal with a 100k mile bumper to bumper warranty and it was a deal I could not refuse. Start to finish signing paperwork 1-1/2 hours!! By far the best car buying experience ever! Made us feel like we matter and that they wanted to earn and keep our business. I will go back for our next car. I can't say enough great things about this dealership. Absolutely awesome!!! read more

I had a bad experience with a sales manager at Ft Worth Nissan (reneged on a deal) and so I decided to go around the corner and see Hooks. The team was great. Amy, Mark, Amanda in finance, and Kip Hooks the general manager/owner(as well as others I can't remember the. names) were all engaging, kind, respectful, and helpful. I was able to take care of all details on the e-mail and was in and out in about 30 minutes to sign the paperwork and complete the deal. The dealership delivered the car to my wife as a surprise and has been perfect with all details since. We are the proud owners of a leased MKX and my wife is thrilled. Thank you Hooks Lincoln. read more

Promises, promises, promises. You lease the "top of the line" Lincoln Navigator L, and you end up with a lemon, and suboptimal service. This so called top of the line vehicle is only driven on the highway, with typically only two occupants, has less than 45K miles, only serviced by Hooks Service Department and what do I get: Top leather seats that had to be recovered due to "premature wear (too bad they only recovered the bottom seats and not the entire seat), both front struts replaced, back a/c that sometimes works, grinding noise on start up, continuous squeaking of the brakes despite being replaced, instability, and severe shaking when driving highway speed, and not to mention the last time it was in the shop for 2 weeks and I never received an update just a call when it was ready!! This is the worse vehicle experience I have ever had. I will NEVER buy/lease Lincoln or Ford....back to BMW, Mercedes, Chevrolet, and Landrover! read more

Hooks service dept. did not fix the dash rattle or the cab filling with fumes after having it one week. Took it to Southwest Ford and the service tech drove it 2 miles, heard the rattle and clicked the dash piece that was loose back in place. Also the cab is still filling with fumes. Shame on you Hooks for not fixing it...... read more

A big cowtown THUMBS UP to the entire staff at Hooks Lincoln. Buying a car can be an especially stressful event, but they had me in and out in under 2 hours, and that included signing financing paperwork. A special thank you to AMY JONES, Internet Manager; MARK GRABOWSKI, Sales, and JEFF BRADLEY, Business Manager! God Bless an honest auto dealership :-) read more

Avoid this dealer at all cost, brought a 2013 MKX in for a brake concern and was told by Gregg the advisor I needed rear brakes on a 30k Lincoln, I've been in the industry 8 years and knew this wasn't right. I had 5/32 of pad on the outside and metal to metal on the inside, my conclusion was a hung/seized caliper. They didn't test or diagnose just eye balled it, and told me it was customer pay, I told them I felt it was a seized rotor and was immediately rejected and advisor just said I needed to pay for a brake job, didn't even offer to call Lincoln for tech assistance or advise. I needed it done regardless so I asked about a loaner and was denied. So this dealer was all to happy to send me and a one yrar old out in a vehicle with bad brakes so i immediacy went for a second opinion, seized caliper (they actually pulled both rear wheels and had a tech simulate drive conditions while two techs watched the rear brakes, right rear seized and didn't move at all) full Warranty replacement of caliper, pads, rotors and provided me a loaner. So don't get ripped off by this money hungry small dealer that doesn't care about customers at all. read more

The reason we went with the car selection we did (MKX) was because of this dealership and the level of professionalism displayed by everyone we interacted with. We went to several dealerships in a search to get a car for my new job (previously I had fleet vehicles provided by the company). When we entered Hooks it was just a different experience from being greeted at the door to the level of expertise/knowledge sales and management had. To be honest, my husband and I had settled on another car selection, but did not have a good feeling about who we were working with. After coming here, we decided that long-term this was a better decision because we trust that they will take care of us and our vehicle for the long haul. Thank you Pete, Elliott and Kip for making this car buying experience hassle free! Also, a big thank you for treating our kids with kindness and compassion throughout the process (hard for kids to have patience during these type of transactions and you all had everything they needed to keep them comfortable, entertained and happy). read more

I was looking for a specific color in an suv and contacted their internet manager Amy and she called me back within a week and let me know they had something that fit my description I was very excited and could not wait to come check it out. She confirmed with me the day of that I was coming as my drive was over an hour drive for me. I had brought my car ready to trade in and do the deal and then when I was 10 min from their dealership the texted me and told me that I would not be able to see the car because it was in their service department. To say I was upset would have been an understatement. I insisted in coming to look at the car since I had made the drive. Once I got there I looked it over and it had several things that needed to be replaced and I was ok with waiting for the right price. She assured me that she would be in touch. I waited an entire week to hear from her before I picked up the phone to call her. She said that she was unsure in the car was out of service and she would call me back in 15 min. I waited and no call. She ended up calling me back 6 hours later. It really left a bad taste in my mouth because she did not follow what she said she would do. Even though I never purchased a car from this dealership I believe first impression says a lot and from seeing how Amy did not follow through with her word I have chosen not to move forward with purchasing a car through their dealership. read more

Great experience buying with Troy Hutchison. I go into a dealership knowing exactly which car I want, along with how much I am willing to pay and how much I am willing to take for my trade. Troy made the experience hassle free and I did not feel like he was playing "the game." We made a fair deal for both me and the dealership. Amanda in finance made for an even better experience, getting me in and out of her office in record time. I had a little bit of a hiccup with finance when I decided to change to my credit union for financing (a little he said/she said), but after everything was worked out, with the help of Brian Carpenter, everything was smooth. Special mention for the receptionist, Victoria Falcon, for doing an amazing job fielding all of my phone calls with an understanding and professional attitude. All in all, if they had the car I wanted, I would definitely return for another purchase in the future. read more