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Business Profile

Auto Repairs

Wallace Lincoln

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Repairs.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/12/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On November 22rd, 2023, I put all cash down and bought a pre-owned certified Lincoln Navigator from Wallace Lincoln located at ***************************************. Till now, not even a year, I havent gotten into any car crash, but this vehicle has four major issues, such as: heater hoses are broken, Steering Column needs to be replaced, the right front shock is leaking oil and this vehicle has never been alignment before the Wallace Lincoln sold it to me. I got all these diagnosis from a local dealership service department since this vehicles heater hoses are broken, I called a towing truck helped me to send it to the local dealership nearby.I am not a car person, and the local dealership service department technicians suggested me to talk with the Wallace Lincoln about all of the four major issues after my purchase. I contacted the Wallace Lincoln since last week, so far they are not willing to give me any solutions. If the Wallace Lincoln told me that all the four major issues will came out at the same time within not even a year, I would not put all the cash money down for purchasing that used vehicle, I will just walk away for some other better vehicle.I am really frustrated with this purchase and also with the way how the Wallace Lincoln handled my situation, I really need BBBs help please! ?? My expect solutions from the Wallace Lincoln will be a free repair.

    Business Response

    Date: 11/22/2024

    Our customer bought the vehicle from us in November 2023.  The customer has not been back to our dealer since she bought the vehicle. She brought it to another repair shop for one concern, vehicle overheating. She told us the fix was replacing a heater hose/pipe. She told us the outside shop , informed her that 1)  a shock was leaking needed 2)the vehicle needed an  alignment and 3) the vehicle had an steering column issues alone with the heater hose concern. We have not confirmed any of these issues because we have not seen the vehicle since she bought it. The customer does have an extended warranty with the vehicle. We informed the customer that under her extended warranty the shock was not a covered part, the steering issue is covered if the shop where she brought  it diagnosed it correctly. She does have a $100.00 deducible that we said we would take care of since she bought the vehicle from us, only if we do the repair. ( We have the verify the concern first ) . We informed her that the alignment was not something that any extended warranty would cover and we cannot be responsible for an alignment one year after she bought the vehicle. The customer stated to us that she has had all of these concerns since she bought it from us, a year ago , but has never contacted our dealer with any issues in the last year, also she could not have had an issue with a leaking heater hose for a year, she would have overheated the vehicle long ago. We apologize for the inconvenience this has caused our customer but in no way  do we  fill  we owe this customer anything. We will cover the deducible if the concern is verified and we do the repair. Please feel free to contact us if any more information is needed.

  • Initial Complaint

    Date:04/10/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased a 2024 Lincoln 2/29/2024. Having problem programming electronics I took it back to the dealer for help. They took the car in for repair Monday morning 4/8. After waiting 3 hrs the service said it may *********** hrs and took me home 40 minutes away. After many attempts to get some answers I had to rent a car from a rental co. Want answer phone and will not provide a loaner vehicle. Help. Spent $65000.00 on a vehicle and have to rent one. Help. Help

    Customer Answer

    Date: 04/11/2024

    After Wallace Lincoln was contacted by you they provided me with a vehicle until they can fix mine.  I did rent a vehicle for $279 from Enterprise.   I guess thats how they operate.   Thanks for the help

  • Initial Complaint

    Date:01/14/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On January 13, **** I drove over 100 miles to go see and try to purchase a vehicle at Wallace Lincoln, in *************************. I went because I was told that this was NOT a no-haggle dealership and that the price was negotiable, and I was assured they would work with me on the price depending on condition of vehicle. They called me back several times and said they had all my information and we agreed I would be there Saturday, 1/13/24, around noon time. Upon arrival they claimed they had NO idea who I was !! The vehicle was found to have several defects, some minor, some major, that would cost at least $2000 to fix. I explained ALL of this to them, and they refused to lower the price of the vehicle by one cent !! The AD for the vehicle was seen on Carfax.com. At this time I am seeking an explanation from the business/dealership, and at least reimbursement for the cost of the gas in my personal vehicle to drive up there !! They also wasted a whole day of my time, and caused me a lot of grieve !!They provided false information, and deceived me, the consumer !!I will try to retrieve and provide audio recordings of my conversation with them.

    Business Response

    Date: 01/24/2024

    The customer did arrive at the dealership as stated which management knew about and prompted the sales consultant to show him the vehicle. The vehicle was used and therefore not in new condition. We priced the vehicle
    accordingly. The vehicle was priced at $48995 down from its original price of $55,995 and the customer offered $45,000 and not a ***** more. He asked the Sales Manager " So you're not going to drop the price one cent?" Sales Manager said no but let me ask you a question. " If I could take $1000 off would that work for you?" and his answer was "NO". We would be happy to sell the vehicle for $47,995 plus all fees and taxes or reimburse him the $68 that he's asking for.

    Customer Answer

    Date: 01/25/2024

     
    Complaint: 21144159

    I am rejecting this response because: I don't know if you have me confused with someone else, but at absolutely no time did the business ask me "If I could take $1000.00 off, will that work for you". When I asked "you're not going to drop the price by one cent", the answer was a clear "NO". 

    These are the ****** I drove over 100 miles to see the vehicle because the call center personnel that answered the phone (from number on the Ad) told me that 100% the price was negotiable. Upon arriving, nobody knew (including the very nice sales lady, *****) that I was coming, or expected me !!  It's like the two groups are disconnected, and they DON'T talk to each other. As stated above, the sales manager clearly told me that they would NOT drop the price by one cent. The vehicle has very clear damage, is missing one key fob, and the other key fob opens and closes the doors (not a weak battery on fob), but will not allow the vehicle to start unless you hold fob up against start button (this is considered manual start mode for QX80). The sale lady, *****, can vouch for all this. This will all cost lots of money to repair, esp if there is a vehicle computer to fob communication issue, and puts lots of money at risk for the buyer.

    I am willing to still purchase the vehicle, as long as I am being compensated for the excessive damage(on the bumper), and for the extreme amount of risk I'm taking on with the one and only key fob not working. I am still extremely upset at the fact that I drove all those miles, and they refused to lower the price by one cent, and now they are coming back and telling me that they are willing to sell me the vehicle for $1000 less.

    My final offer is $47,000 (I have come up $2000 from my original offer). If this offer is accepted, I will contact the sales manager to get all this in writing (I am NOT driving up there again to find out I've been lied to again !!), and once I get all this, and it is acceptable, I will withdraw this complaint from the BBB. It is VERY clear that what they did to me is NOT right, and I see you acknowledge this based on offering to reimburse me for the gas for the wasted trip.

    Sincerely,

    ***********************

    Business Response

    Date: 01/31/2024

    Wallace **************** has in good faith lowered the price $1000 to compensate the customer for his concerns. We would happily sell it to him at the price emailed to him. 

Wallace Lincoln is NOT a BBB Accredited Business.

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