McNelly-Whaley Motor Co

We recently moved to the area (4 months ago) although we've owned a rental cabin for the past 4 years & we're familiar with the area. I made the appointment to have the oil changed & the fuel filter replaced in my Fusion (former dealership told me to have my fuel filter replaced at my next service appointment). When I called the service department at McNelly-Whaley to make the appointment I specifically told the service manager about my fuel filter needing replaced, they NEVER even touched it! On my second trip yesterday my car battery was shot, to the point I had to have AAA come jump start it for me, I didn't feel I could trust it to get me to Knoxville so off to McNelly-Whaley I went what a mistake that was!! I go into the service department, explain the whole dead battery/AAA jump start thing & how I can't shut my car off or it won't restart, the service manager asked me to wait a couple minutes he would go find someone to help me. 7-8 minutes later here he comes & tells me that he can't help me & I reminded him I can't shut my car off, his response was a shoulder shrug, my response was "I'll never walk in your door again!" I went across the street to a chain auto parts store & 10 minutes later I drove away with a new battery installed. 1O MINUTES!!! With all of that said I feel I need to add that my husband & I have owned several other Fords in the past & currently own 4 Fords that have all been purchased from Ford dealerships, all new with the exception of 1 that was a year old, they have always been serviced & maintained via a Ford dealership with Ford parts (we are a very faithful Ford family). For this dealership to leave a customer basically stranded is unacceptable in my book!!

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They always accommodate with my schedule. They have a TV to watch and coffee made. It is a nice place to go if you need an oil change. They check my tire treads, they do tire rotation, and they top off all my oils too. They give me an itemized sheet letting me know what they did. They put a sticker in my windshield letting me know when I need to bring the car back when it hits a certain mileage.

The service was very good and we were happy with the new car. I feel like we got a good price on the new car. The salespeople were very friendly. They were friendly, competent and gave us options to meet our needs. In the past they also did brake work on my husband's car.

Excellent

Before making an appointment, I stopped in the dealership and met Bill, the Service Manager. He took the time to talk to me about my vehicle and and quot;ballparkedand quot; some prices on preventative maintenance I wanted done on my car. I told him that I was still toying with the idea of replacing the vehicle and I wasn't sure what I wanted to do at that point. He wrote the procedures and the prices for me and told me to call him if I decided to get the work done.
I am a single, 58 year old woman who was extremely apprehensive about bringing my car to ANY repair shop. I chose to bring it to a dealership as I believe I would have better channels of recourse, if necessary.
After talking to Bill, I did some research and called other Lincoln dealerships in Knoxville and Nashville. Their prices were inline with the ones Bill quoted. I also searched Angie's List but no one has reviewed them yet. I did take my car to 2 independent repair shops in Pigeon Forge but after talking with the service people, I did not feel the level of confidence I did with Bill even though their pricing was about 12% less overall.
As stated above, Bill always called me before starting any work that was not authorized. He told me the procedure, the price and what would happen if I delayed the repair.

I was very satisfied with the overall experience. I wrote a letter of commendation to the owner of the dealership, to Lincoln.com and to you :)