ComplaintsforLincoln Of Cutler Bay

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This dealership fails to repair the open recall on my vehicle! Months ago I made an appointment, took off work and was told the recall would be repaired. Upon arriving the manager of that department claimed to not have the parts to repair this dangerous open recall and advised Ill be the first to be contacted when they do! Lies, that never happened. I was told they had a mobile vehicle that would come fix the issue so I dont need to come in. Lies. That never happened. Months later and several emails later, still no repairs on this recall that could possibly burn me, my children and whoever else to the ground should it short circuit as the recall alleges! Ive emailed several people at the location over the past 6 months. Ive been getting automated emails promising or offering me to respond so they could schedule a repair. Then nothing happens after that. They are covering their own back to pretend they are actually scheduling appointments by using these automatic emails that say reply YES if you would like to schedule a repair from the mobile van. Months later you get silence , crickets and dust! Then boom, another 4-5 more emails asking you to reply YES if you would like a recall repair. Unprofessional and uncaring. Im sure if it was their family or children lives at stake, the repair would have taken place within the next few hours! This action could cost Lincoln very huge lawsuits due to someones careless and lazy actions regarding this recall! Is never the person who owns the brand/company, its always an employee that fails to do their job which creates bigger issues for that brand/company! This is a prime example!

  

  Business response

  02/16/2024

  Recall 23s28B completed on Feb 5 repair order ****** see attached. 

  Service manager called customer for follow up. Custome states happy and is satisfied with the resolution.  

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used veh. from Lincoln Cutler Bay, I was sold a warranty & told it was for ****** additional miles to the existing miles or 5 years & the cost was added to my finance. 1 year later tge veh. needed an expensive repair & when I went to use the warranty the warranty *** advised the warranwas only good up to ****** miles & not for ****** additional miles & was no longer active. I went back to the ************* confirmed they has issued it incorrectly & it was their mistake but that there was nothing they could do about it. Even spoke to the general mngr. & he had no apology, no sense of customer service. Worst dealer ever, they should not be trusted on any type of service or purchase.

  

  Business response

  03/07/2023

  Good afternoon,

  The warranty purchased was as up to ****** miles and up to 48 months (which ever comes first) guaranteed coverage on the vehicle. The vehicle is pre-owned and was purchased with approximately ****** miles. ** order to be covered up to ******* miles, as per the customer's complaint, she would have had to purchase a warranty for $6,000 over MSRP. The customer purchased a ****** mile guarantee at $3,915, leaving her guaranteed for ****** miles of coverage. Please remove and absolve this complaint as it was incorrectly misunderstood by the customer. Please also see the signed warranty attached with description of details and purchase prices. You will also clearly see that the warranty expires at ****** miles. I have highlighted important details for your convenience. 

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2018 **** Expedition. I asked if there were any damage or issues with the vehicle. I was told no its like a brand new vehicle. I asked if it had new tires I was told yes brand new. Upon receiving ************ had a puncture when I took it in for repair they said that the tires were from 2017 and already been patched. I had to drive around on the spare an 18 wheel (the others are 22s) I reached out to Lincoln and they said that there was miscommunication between service department and sales person therefore they werent going to do anything about it. A full set of new tires is going to cost a lot of money after I had been told the vehicle had new tires!Dealership charged over $800 for a full inspection/service. The 3rd row headrests are damaged and dont work therefore those seats can not be used. They said theyd send a new one but I cant install it as its a power headrest! 2 months later Ive not heard anything anyway. The vehicle key is not the original so wont work in the lock. They sent me a random extra spare key that at my own cost had to get programmed but again wont unlock the door manually. The car came with spiders or ants all inside which I had to bug bomb. The number panel on the drivers side is cracked. Theres extensive rust on wheels which the sales person said there was non at inspection then changed it to well we are in *******. I said that the car came from ***********! The car was supposedly serviced yet coolant level was below the low **** and no wiper fluid which is typically filled. I dont believe the vehicle was serviced. I filed a complaint with **** weeks ago, I had heard nothing so called again today, to which they have said at my own expense I have to take it into a **** dealership and have them evaluate the repairs and see if they are willing to cover any of the cost. I was not told this when I originally called. The Lincoln dealership has not been helpful in dealing with all the problems Ive had with this car.

  

  Business response

  10/13/2022

  This unit was sold as is as. All our out of state deals are sold as is due to geographic restrictions. The customer is encouraged to use an independent inspector for vehicle condition. We do a safety inspection on all our units and repair anything that has to do with safety. The consumer complained that the unit in question didn't have new tires.We don't replace tires on our used vehicles unless specified in original inspection. We also don't provide second or spare keys on our pre-owned vehicles unless the customer who trades in the unit to us provides at time of sale. We send this customer a second key to help with the key expense via u.s. mail. The customer is responsible for programming the key. We are not obligated to give a second key for a pre-owned vehicle, and we provided a second key as a courtesy to the customer. No cosmetic repairs, such as head rests, are covered. Furthermore, for this reason, we always recommend having the unit inspected before purchasing. We are including a copy of the "we owe form" as a part of the response for this complaint indicating that the only thing left to do for the customer is the safety inspection. Please see the signed buyers guide attached showing the unit was sold as is. The dealer does not provide a warranty for any repairs after sale.

  

  Business response

  11/15/2022

  As previously mentioned in our previous response, all contracts are final. Customer signed a binding form, which states that car is Sold as is.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 4/27/22, I experienced a hazard malfunctioning while driving a Certified Lincoln Corsair 2020, purchased in August 2021. This car Unexpectedly start slowing down, smoke, fumes like electrical cables were burning, and completely turned off while driving in the road. Gladly I was driving in a residential zone, thus not heavy traffic. Car was towed to Lincoln Of Cutler Bay for service. Days after I received a call to notify that the Engine fully damaged associate to a malfunctioning. Since this moment I have been requesting updates and specific details about the car, but no one has the audacity to call and advise, or provide any updates with reliable information. I have been changed from the 4 times since according to their policy Loaner cars can not over exceed ***** miles. ******** I have been 4 months waiting for the new engine to be installed and service hasnt been completed yet. Im not only discouraged by the lack of customer service and liability, but furthermore feeling very upset to buy a certified pre-own car with only 1***** miles that didnt even make it to the first oil change. Im claiming to have a total inspection of the car , including transmission and all electrical due to the fact this malfunction caused unexpected engine blow damage. I have been paying a car for the last 4 months without been able to use it. To this date, I havent received any written/email communication to report about the possible damage or repairs required. Nether about when I will have my car back safe to drive. For the last 3 months every time I call, they telling me that the mechanic will start working on it and to give them 2 wks. I even had requested to have the email from the manager and nothing had been provided to me. I will move forward to escalate this claim.

  

  Business response

  09/09/2022

  We have been in contact with the customer several times since the case has been opened. They have been informed in every repair performed in the vehicle. We have two back ordered parts and the last part came in today. Our target is to finalize the repair today 09/09/22, and we forsee having the car washed, fueled and delivered on monday. The customer is understanding and are aware/pleased with our target date.

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction 12/31/2021. Purchased a used car (which I understand completely that it will not be perfect and expect it to have blemishes), but it has been the second worse experience I’ve had. The vehicle has been in service for 9 days including today (02/10/2022). No one has the audacity to call and advise, or admit, that they don’t have an update, unless you blow their phone up. This is the 4th time I’ve taken the vehicle in to be taken care of. The took care of a handful of things “at their expense” and then come and throw it in your face to make you feel guilty. All I hear is push back and excuses Please note when the vehicle was transferred from their other location the bumper partially ripped off and the car had to be jump started because it was “dead”. The car continued to have its fair share of issues. Vehicle issues: As previously described - messed up front bumper, electrical or motor issue. Not described - stop and start was not working (at a stop sign, still traffic, or a traffic light), car has completely turned off on me before while idle, only given 1 key instead of two which that one key was barely even working, the car once did not turn on and stated it was due to a sensor issues/contaminated gasoline, and finally a major delay on the cold start

  

  Business response

  04/13/2022

  Hello, I will need more information regarding this complaint. I am the HR Manager and am just seeing this.  These complaints should be routed to the Management team. Please provide more information so that we can respond accordingly.  I apologize for the delay but, you have the wrong contact information. 

  

  Business response

  04/14/2022

  Car was purchased on December 31, 2021.
  Car came to the service department on Jan 7th, 2022, for a no start condition. The service department determined that the fuel put in car was why the car would not start. The fuel tank was dropped and cleaned reinstalled and the fuel lines in the car were flushed.
  Car returned to the service department on Jan 17th, 2022, for a check engine light concern, in the diagnosis we found the mass air flow sensor had failed internally. The mass air flow was replaced, and car was tested, car was working a designed car was returned to customer.   
  Car returned to the service department on Jan 20, 2022, for a concern with the cars auto start feature. Diagnosis found the radio frequency hub single was seek and need to be replace. The module was replaced, and car was returned.  
  We took care of each and everyone of the customers concerns at no cost. 

   

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