Complaints

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My mother purchased a 2018 Lincoln MKC from this dealership. Within her purchase of this car was a FREE ***************** at any given time she chose to take it there "with or without any particular service". She was told by her neighbor (who also have a Lincoln) that they told her the service is no longer unless you're having a service done to the vehicle. The problem my mother has is she's 75 years old and would take her car there periodically after cleaning the inside and when she called Lincoln they were very rude and wouldn't give her the corporate number to complain. Either she should get some of the ****** dollars back or continue getting her car washed there FOR FREE any time she desires to take it there. She and her neighbor called the Lincoln dealership in Longwood, Florida still honors their free courtesy was.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  General Manager & Service Manager Lack Integrity With undeniable evidence that they damaged the wheel while replacing a tire on my 2021 Lincoln Aviator, they choose to deny responsibility. This is the second time they have lied about damage they had direct knowledge of. After purchasing it new, the company which applied the Ceramic coating advised me that the entire rear bumper had been repainted. This after I had asked the dealership why I had to scrap off overspray from the rear window. These people are obviously liars and lack integrity. However, they will conduct themselves with a smile on their mugs while they. I will be taking them to court, contacting the Better Business Bureau and Lincoln in regards to their conduct.

  Business response

  06/19/2023

  On Tuesday May 23rd Christine Summerlin (Central Florida Lincoln Service Manger) came to me and notified me of a phone call she just had with Mr. *********. She told me that he had called to complain about us scratching his rim/tire during a service we had completed on his 2021 Aviator. She advised me that Mr. ********* got aggressive with her and that he had cursed at her during the phone call. I let her know I would call him back to see if I could resolve the situation. I called Mr. ********* back the same day and explained to him we take photos of all vehicles that arrive and that I would compare the photo that he sent us stating his rim/tire were scratched. Both photos are attached here. One was taken when he brought his vehicle in, and one was taken by him after he picked it up and was at home. After trying to work towards a resolution I mentioned that he had cursed at our service manager, and I felt that wasn't the proper way to go about getting help. He then denied doing so and called me a liar, even after me mentioning that our inbound phone calls are recorded. After I realized that Mr. ********* was getting more upset at me brining this up, I invited him into the dealership to discuss the matter further. 

  
  Mr. ********* showed up on Friday May 26th in the afternoon and asked to speak with me. I was notified of his arrival and walked out to greet him. As he headed for me, I extended my hand and greeted him with a handshake. Mr. ********* sort of scowled and walked past me. He later eventually turned back and begrudgingly shook my hand, his next words were "are you going to come look at my rim/tire or not"? So, I followed him to the service drive where I bent down to examine the situation and I told him it looked exactly like both the before and after picture we had already discussed. This is where Mr. ********* lost it and started cursing and waving his finger in my face as if he were going to hit me. It was so loud half of the customers and employees had come from inside to see what all the commotion was about. At this point I asked him to leave. I mentioned to him if he didn't leave, I would call the authorities to have him removed from our premises. As his wife were pushing him into the passenger seat of their 2021 Lincoln Aviator, he rolls down his window to scream some more profanity and tell me he is going to destroy us on every social media platform he can. Mr. ********* has proceeded to keep his promise regarding that. 

  
  As far as the ceramic coating was concerned, Mr. ********* was having done by another company and them telling him that his rear bumper had been repainted and him scraping overspray off his vehicle. Central Florida Lincoln was under different ownership at that time, and I was not employed here during that time. However, I did speak with employees who did remember him, and that situation. They tell me that situation was resolved by previous ownership/management of the dealership back then. 

  
  If you have any additional questions or need any more details, please feel free to ask. 

  
  Brian G******

  Director of Operations

  Customer response

  06/20/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  They have not provided accurate photos. Only those I sent via text of the original flat tire. None which illustrate a before and after damage. I have attached accurate photos.
  
  I have washed this $80,000 black vehicle, including the wheels, by hand bi-weekly with foam since it was new and as recommended by the company that applied the Ceramic coating. Each tires get a coating of Armor All after each wash. I know every blemish on this vehicle.
  
  Verbal arguments began when both the Service Manager & General Manager denied responsibility given clear evidence which was provided.
  
  I was out of town when wife received the flat tire and had it repaired. The dealership up the car from her workplace with the temporary spare tire mounted and the flat tire in the trunk.
  
  The missing paint would have been noticed by wife and dealership. It is an aluminum wheel painted with high gloss black paint and ceramic coated. Aluminum is whiteish grey in color. There would have been no mistake that the wheel was damaged when the dealership received it. They took only a single photo illustrating the damage of the tire which created the flat.
  
  The paint they used to cover up their damage is coming off.
  
  I have retained an attorney at the cost of $2000 and would not go to extent for a $1200 wheel. However, this dealership would rather infuriate a customer to this extent than to own up to their mistakes.
  
  
  The overspray on the passenger side rear window which I removed when I got it home after the purchase and the notification by the Ceramic coating installer that the entire rear bumper had been repainted are two separate issues presented to the dealer ship shortly after the purchase. Neither were resolved. They simply denied knowing anything about either condition.
  
  It is obvious that the culture of this dealership and the Car Sales Industry is evident by social media and a given consumer common knowledge. They are referred to a “Stealerships”. I called them “fn crooks and liars” as I left the premises.
  
  
  
  Sincerely,
  
  *** *********

• Initial Complaint

  10/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got a pay off balance for my Lincoln vehicle and the monthly Payment was deducted Aug 18th , 2022 in the amount of $398.00. I paid the vehicle off on August 23rd 2022. In the pay off amount the 398.00 was included . I asked Lincoln to deduct it and he said no that I would get a credit from them at the end of the month. To date I have not . I went to speak to a manager at Central Florida Lincoln and he advised I am owed a credit of 398.00. I called him twice and no response . I called Lincoln financial and they state the dealer Ship owes me the money. I am requesting my refund of $398.00. I paid Hani A***. I made contact with the sales manager Michael D****** in person. 407-841-4550x 1103 who never returns my calls . Thank you.

  Business response

  11/02/2022

  Business Response /* (1000, 5, 2022/10/12) */ good afternoon, I am having the office look into this. This was a purchase of the customers lease vehicle which is a transaction between the customer and Lincoln financial. We just handle the paperwork. We are required to charge whatever Lincoln shows as the current buy out listed on the day the paperwork is done. I have attached a copy of the payoff for that day. If another payment was taken out after the payoff date that is refunded by the lender, again we only facilitate the paperwork. My comptroller is looking up the amount we sent to Lincoln to make sure it matches, if there was a drop in the payoff from the time we did the paperwork til the electronic payoff was sent then she will refund any difference. Consumer Response /* (3000, 7, 2022/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have requested them to look into it 4 times since September . Here we are in October . Lincoln financial states the dealership owes me the 398.00 and the dealer says Lincoln Financial owes me the 398.00. Someone owes me the 398.00. By now it should have been handled . When I tried to handle it I got blown off. Now I had to get Someone else Involved . They are still going back and forth with it. Nothing has been accomplished . I'm still waiting. How long do I have to wait for a resolution ? They are saying they are looking into it how long does that take ? Business Response /* (4000, 9, 2022/10/18) */ there was a check sent for the difference in the account. Consumer Response /* (4200, 11, 2022/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received $347.86 and the payment was $398.00. There was no explanation for the difference . I can assume reasons why but a business normally explains. Please advise the calculation for the difference . BBB your awesome !

*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. ↩