ComplaintsforLincoln Fairfield

• Initial Complaint

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Details before I complete the complaint, I purchased my car from the Fairfield location in July 2019. My car has only been to the Fairfield location for all of my maintenance needs, with the exception of a flat tire where I had to go to the ******* location. On 5/16, I brought my car in for the next scheduled maintenance service. During the service, the technician said my coolant was getting dirty and it needed to be flushed, that didn't sound too bad, considering that's what I was there for my maintenance to change all my fluids. The service advisor told me in order to get the coolant flush I would have to pay over $300 for labor and parts. I was shocked at the price because I have the maintenance package and the extended warranty and anything related to the fluids should have been covered. The service advisor went back to his desk and did some research, and he said I had 7 service left until my package expired in July 2024 and that I could use one of my services for the flush, I said that's fine whatever needs to be done. I am in the view of my car so while I think the technician is doing the job, he pulls my car out and pulls it around and then about 10 minutes later the service advisor says my car is done. I expressed that was fast and was everything with the flush okay, he said oh no that's still $300. I am like we literally just had a whole conversation about this and you said it would be covered with one of my services, now it's not. I called the **** warrany and maintenance division to get some understand of what is covered. They said that my coolant is supposed to be changed just like the other fluids and the document shows change coolant. They said if i was still having issues, I should call the service department. I called and left a message for the service manager who had the quick lane manager call me. The manager apologized for the issue and said to make an appointment with him and he would get everything taken care. I made an appointment for 5/23.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  **** Fairfield Service Department:Currently own a 2017 **** F-150 and have purchased an **************** Plan.Experienced electrical/power lock switch issue in January 2024 and booked an appointment for vehicle drop-off/loaner vehicle. At time of drop-off, notified that there was a communication issue and they had not set aside a loaner vehicle. Required to cancel appointment and keep truck in order to make it to work meeting on time.Re-scheduled again for 18 April ******* with loaner vehicle - on arrival, clarified that a loaner vehicle was available. After hand-off of my truck, notified that the "loaner vehicle" charge was $50/day. At no time during scheduling or during email reminders was the cost communicated. At this point, I truly required ******* on the truck as I can not open the tailgate or unlock doors without crawling into the back of the cab due to the electrical switch issues. I was forced to either agree to the $50/day or be delayed in reporting to work attempting to coordinate an alternate transport.It is now 6:35 pm on the 18 April. I have been notified by my ******* advisor that my truck has not been touched by a technician the entire day despite the 7:30 am appointment and $50 rental "loaner." I am requesting that this situation be addressed/remedied by management at that location.

• Initial Complaint

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In December Of 2022 I took my vehicle in because of a noise the engine was producing. The mileage was ****** miles. My vehicle had a ****** mile bumper to bumper warranty ay the time. I took it in for a diagnostic inspection. Took them a while but figured it to be the flex plate ( flywheel ). Since it was covered under warranty there was no charge. The repair warranty was for one year. Around January 30th of 2023 the noise was back. Took it back to dealership and discovered it was the flex plate again. It was roughly 1 month after the warranty expired that it recurred. Was told the warranty had expired and would have to pay for the repair. It seemed that I had no choice. After doing some research I discovered that this is a recurring problem with the **** Escape. Has something to do with the flex plate not lining up properly with the transmission. It sounds to me that this is a manufacturer defect that they should correct. It is ridiculous that this occurred just one year after repair. Unfortunately I will no longer be a **** customer. For the past 30 years we have purchased many a vehicle from ****. If they look up our name I'm sure they will see that. As we have always owned at least one **** in our garage. I believe that it happening one month after the warranty expires is unheard of. I would like to be refunded the cost of the repair.

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was having issues with my car, I dropped it off at the **** Dealership for repair July 21st (Friday) 2023 for an early July 22nd (Saturday) 2023 appointment and pickup on Monday, July 24th. I called multiple times for an update on Monday, July 24th and no one answered or returned my calls/texts. Same thing on Tuesday July 25th, so I physically went to the dealership for an update (which they had none). Wednesday July 27th, I finally received a quote for 20K, which I did not agree with so I went to pickup my car the same day. I was charged $780 ($245/issue that I wanted checked), and they fixed nothing.I drove my car in on July 21st and my car wasn't able to run when I picked it up on July 28th. I took it to another shop and at that point was beyond repair, so I ended up having to buy a new car.*********************, an employee of **** Fairfield called to discuss the bad review I left and offered me $400 "goodwill refund" to leave a better review/that they "resolved the issue". I received the $400 check (didn't cash it) in the mail, but I don't feel that I should change my review. ********************* has been harassing me (calling/texting/emailing) for the last week to leave a better review for the $400 check that was mailed to me.

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I returned floor mats to the Fairfield ca **** dealer that I had ordered. I returned them at the end of June 2022. I have contacted all the different departments with **** but have gotten the run around every time or that they will get back to me and never do. I have talked to ****, ****, ******, *****, **** and *****. Thats just some of the people. I have attached the return confirmation of receipt for the return. This has been going on for 9 months. I just want my money back.

  Business response

  03/29/2023

  Thank you for your letter.  Please allow us this week to review the guest concern so we can respond.  Thank you, *********************, Service ******** **** Lincoln Fairfield ************

  Customer response

  04/04/2023

   
  Complaint: 19862766
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  04/06/2023

  I returned floor mats at Fairfield **** about 8 1/2 months ago. After multiple phone calls,  I still have not received my refund. 

  Business response

  04/18/2023

  Thanks for the opportunity to respond.  We will be happy to refund the purchase cost to the guest.  Thank you, *********************, Service ******** **** Lincoln Fairfield

  Customer response

  04/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Parts ********** -I bought apart for my **** 2013 Edge a Trailer hitch and wiring Harness total cost $499.88 The part came i notice the box is old and one rap big box look like its been returned I opened the instruction on video on you tube the parts is not gonna work because the detail on mounting is not same, so i trying to return it they said, were is the box, its gone .i throw away. They said, i need that box. I said I don't have it. They said no return. I bought from amazon the right part then i use the box from amazon to return to the **** part. They said no return. My concern when you buy something supposed be new box not old opened box .

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On September 6th I brought my 2015 **** Mustang into the **** Lincoln of Fairfield dealership to get my car serviced. My cars muffler had broken off and the a/c needed to be repaired as well. My car was scheduled to be inspected by the mechanics at **** on September 9th. I was contacted by my service center representative ********************* on what repairs were needed. I was sent an estimate in parts and labor via email with a quote for $2,876.51, $1,556.00 for the muffler part alone I was quoted. *** then called me to ask if I wanted to proceed with the **** Dealership to do these repairs, I said yes. I filed an insurance claim on September 16th, the insurance representative came out on September 19th to inspect the damage and then paid out the difference. Come to find out that the quoted muffler part was cheaper at $1,161.19 and my deductible from the insurance company was to be $1000. It was never disclosed from the beginning of my car arriving that the part was in stock, but one had to be ordered. I was never given a date when the part was ordered and seemingly my services representative didnt have any information on the delivery date or tracking information to locate the part. Every update via phone call by *** has been inaccurate or misleading information. *** has told me the would be delivered on one day and then it doesnt. The last few calls from *** have been the same update with the part has yet to arrive and that h*** investigate where the part is located via tracking number but never calls back with an answer. These vague updates by the service center have stretched out my patience and understanding with a real answer or action to expedite the handling of the situation. It is now October 6 and Im getting the same response with the service representative. My frustration is that there is a lack of effective customer service and any sense of urgency in handling my issue. Im not a satisfied customer when given vague updates.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 7/18/22 i purchased a truck from **** LINCOLN FAIRFIELD. When I bought the vehicle the tailgate did not open and a door glass piece was cracked. So they said I could purchase the truck and take it home which I did. They told me the part to fix the tailgate was ordered and they would contact me as soon as they got it, as well as the cracked glass, which should have been a few days later. It is now 8/28/22 and they have never contacted me about this situation. 2 weeks after purchasing the truck i called asking if the parts were in and neither ******************* (the salesman) or ******************* (service manager) knew anything about it. They said they don't know what part it needs and I have to take it back to see what part is needed. I live 70 miles away from the dealership. I Have contacted *******************, the service manager who is supposed to take care of this and has not done a single thing. I have been in contact with him twice and both times he said he would give me a call back and he would have an answer for me, which he never did. I have been calling him every single day for the past 9 days and he is either "with a customer" or "not available" I have the "WE OWE" stating they need to fix the tailgate and the broken glass. They lied to me about the part being ordered, i am not wasting my time going back and forth to the dealership for a mistake they made. It is a simple fix and they are not doing anything about it.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In 5/21/20 my car was miss firing and I took it to *************** were I got the car from. They said it was fixed but I informed them the cat was not driving right as in I heard the engine more then the hybrid. But they said no check engine light on they cant do anything about it.on 11/23/21 I took my car to Fairfield **** in regards of check engine light and miss firing. Its been 20 days or more and they told me that they cleared the code and they test drove it but nothing happen for about 2 weeks and then after that they said they final test drove it and the check engine light came on and they actively feel it but keep telling me they cant figure out the problem and that I can come pick up the car and take it and I wont be charged for the diagnosis fee. And I can go for a second opinion. I refused and they still have my card with no new update. I have no rental car I am missing out on work. This will be the second car I got from **** that having major problems thats affecting my wife and kids. I want a different car thats reliable

• Initial Complaint

  10/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We bought a 2013 **** Flex four months ago. Added an extended warranty for peace of mind...We drive the car no more then two weeks and the whole car fails us. We have to tow it to ****, turns out the whole transfer box is out. They give us a battle back and forth about who is responsible for this mess. I call and complain that this is bad business and they cannot sell us a car knowing it has major problems.After a struggle they finally agree its their responsibility and fix it. Car goes into the shop for about a month. We receive a rental car in the mean time. They give us our car back and it smells like gasoline and burning. The car stalls in ********** the second day we get it back. We tow it back to the dealership.The dealership says oh we must of put a faulty new transfer system in it. We will have to fix it. Okay. We finally get the car back three months later (they gave us a rental in the meantime) they call me saying I have to pay $1700 out of pocket to fix this problem. I say no way, this is your fault this car should have never been sold to us in the first place.I threaten a law suit, they call back and say okay we will pay for it. Okay. Seems fair. Fast forward two weeks later, the whole middle console goes completely out and blows only hot air and check engine light is on. Wtf right? Okay. We bring it in to get it fixed under the impression, they f****ed up, yet again. I get a call today saying not only was it $500 to look at, but my warranty doesnt cover it and it will be $2500 to fix. Heres my issue, the car was sold to us in excellent condition and there were no problems it went through a throughout check. Obviously total ******** and the dealership itself refuses to take any sort of admission knowing they sold us a car with major problems and saying

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩