ComplaintsforNapleton River Oaks Lincoln Mercury

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  So I bought a car from the dealership , the same day the radio stopped working the same day the door handle felled completely off * Then a few days after that the car was leaking Antifreeze everywhere* They refused to give me a loaner *** came out hundreds of dollars * Getting Ubers back and fort to work , Having to use Uber just to get food which cost me hundreds * I want all the lost money back to me this is completely wrong * And its a 2015 ******* Genesis *

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  ON THE *** OF MARCH 30, 2024 I BROUGHT MY 2013 LINCOLN MKS IN JUST FOR A ROUTINE OIL CHANGE, WELL OF COURSE THEY WAS TRYING TO ADD OTHER FILTERS AND ENGINE DIAGNOIS WHEEL ALIGNMENT WHICH I REFUSE BECAUSE I DIDN'T NEED IT. MY *** FROM THE PREVIOUS OIL CHANGE I ONLY PUT 200 MILES ON IT BECAUSE I HARDLY DRIVE IT WHICH IT IS GARAGE KEPT. WHEN I RECEIVE MY *** BACK I SMELLED A LITTLE OIL BUT I DIDN'T THINK MUCH OF IT. ON THE *** OF FRI*** APRIL 5TH 2024 I DROVE IT TO ***********, IL ABOUT 168 MILES FROM ************ TO TAKE ***E OF SOME BUSINESS. I SMELLED OIL ALL THE WAY THERE. PRETTY MUCH AT THIS TIME I CALLED NAPLETON LINCOLN AND EXPLAIN WHAT WAS GOING ON, SO THEY TOLD ME TO BRING IT IN. I MADE IT THERE ABOUT 1:15 THE SAME ***. THEY LOOKED OVER IT AND TOLD ME THEY CHECKED FOR ***** AND SO KNOW ***** BUT ******** TOLD ME THEY SAID IT COULD BE IN THE 4/4 OR THE *** CONDITION, I SAID NO WAY CAUSE THE *** DON'T HAVE 4/4 AND THERE ISN'T ANY LEAKS IN MY *** CONDITION. THEN GONNA SAY WELL MAYBE YOUR SHOCKS. I SAID I HAD NO KINDA SMELL WHEN I BROUGHT IT SO WHY AM I GETT AN OIL SMELL NOW, PRETTY MUCH THEY BRUSHED ME OFF AND I'M NOT HAPPY. I BOUGHT THAT *** NEW IN 2013 AND TOOK IT THERE FOR ALL MY MAINTENANCE NOW THEY ARE TRYING TO CAUSE A PROBLEM WITH MY *** SO MY NEXT STEP IS HERE WITH BBB TO HELP ME SOLVE THIS PROBLEM.

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In March of 2023, my husband's car was difficult to steer & the power steering fluid was leaking from the car. He took the car to Napleton Lincoln in ************, ********. My husband was told he needed a new rack, pinion and other parts which was a total of *******. We were called & informed the repairs would take longer because the first rack and pinion was already broken while being installed. The second rack and pinion was installed & the car was fixed & ready to be picked up on 3/28/2023. Half way to work on 3/28/2023, the car started to leak power steering fluid & was difficult to steer again. He turned the car around and took the car back to Napleton Lincoln the same day. My husband missed work. We were told that the rack and pinion had to be replaced again (this is the 3rd rack and pinion). When the car was ready on 4/3/23, I picked the car up and the car was steering to the the right. I turned around after 2 blocks and took the car back. I was then told that the tires needed to be replaced. We replaced the tires and the car continued to slightly steer to the right. On May 5th, the car was difficult to steer and leaking fluid again. The car was returned to Napleton Lincoln and we were informed that the rack and pinion had to be replaced again and the hose/ tube to the rack and pinion were broken or pinched and needed to be replaced. The service coordinator told my husband on arrival that they will have a more experienced tech working on the car this time. ************************* the service manager at Napleton said we now have a new problem: the rack and pinion was under warranty and we now need to pay $900 more for the hose. I did not trust Napleton to fix the car again nor did I think we needed to pay another $900. I then took the car to ***************** Lincoln: they said the hose/tube was likely pinched during one of the 3 times the rack and pinion was changed and apparently the tech did not see it which voided the warranty altogether. ****** gave us the wrong info.

• Initial Complaint

  12/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My name is *******************, I purchased a 2017 Lincoln MKZ Reserve from Napleton River Oaks Lincoln dealership on June 11th 2022, this car has been in the shop more than I could enjoy driving it. 1st I was experiencing a very unstable ride which I found that there were four different brands of tires on the car and the check engine light came on, I called the service department addressing my issue they had me bring it in they initially tried to over charge me for some new tires stating we could half and half on the purchase which was $600 I was suppose to pay when I saw they were a generic brand Advanta and searched the pricing of that particular brand at $119.00 I was outrage and the solution to the check engine light they said they replaced the spark plugs for the misfire diagnostic problem, July 11th I had to bring the car back for the check engine light coming on again that's when I was informed that I needed a new engine I didn't get my car back until September, I was provided a loaner for which one I had to return due to something wrong with it, in November of the same year 2022 I was driving my car and kept getting nauseous from the smell of anti freeze I took the car back to Napleton and was informed I needed a water pump, I picked my vehicle up two days later and when retrieving the car I was told I would smell the anti freeze until it ***** off, well weeks went by and I'm still smelling the anti freeze and I did mention to the service department that I'm losing anti freeze somewhere but it's not on the ground, I was told to monitor it and if it gets low to call and schedule it to come in for servicing, now I have barely any heat in my car I drove from work a 45 minute drive with cold air blowing and at sometimes very little heat. I'm very displeased and angry with what I'm going through with this vehicle and I feel Napleton should work with me getting out of this vehicle that I'm paying a very high car note on that's paid on time every month and offer me something else.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased my vehicle in 2019 July. Since I have had the driveshaft replaced, rear differential axle, oil pressure switch, sunroof motor replaced twice, water pump and now the service engine light is on with code ****. I took the car to ********** today because Napleton's appointments are months in advance. I have a service engine light on that needs to be checked. No one seems to know what's wrong ***** at *** said he saw the light and code but doesn't know what's wrong. I also understand *** has a recall on the engine 4 cylinder not 6 ridiculous. I am out of $948 from enterprise because the light is on and no one can tell me why. I am on disability and have a$478 car note that I pay on time every month. I would like to to have this engine replaced on something comparable. I have spent a lot of money of money on this car. If nothing but the $250 deductible everytime something went wrong. I'm so totally frustrated I have to ride around with no clue with the service engine light on.s

  Business response

  08/10/2022

  The diagnosis and charges from a different dealer have nothing to do with our store.  The last time the customer was at out store was October of 2020.  We're happy to work with ************** on any concerns she may have but diagnosis and charges from another store are out of our control.  

  Customer response

  08/12/2022

   
  Complaint: 17661560
  
  I am rejecting this response because: My car is currently at the Napleton dealer in River Oaks. Im rejecting until this issue is resolved. I have been to this dealer who has a new service manger and not totally familiar with my issue. The light is still on and the car is not driving properly. I will be more than happy to work with whoever wrote the response seeing that didnt leave a name. My number is with ************ and the car is at Napleton currently. Please reach out so we can resolve this very serious issue. Thanks
  
  Sincerely,
  
  ***********************

  Business response

  08/17/2022

  The diagnosis and charges from a different dealer have nothing to do with our store.  Until the car is diagnosed at our store, we have no idea what the outcome may be and won't take the diagnostic work of a different dealership into account.  We're happy to work with ************** on any concerns she may have but diagnosis and charges from another store are out of our control.  

  Customer response

  08/19/2022

   
  Complaint: 17661560
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************** I am not clear who or where this response is from can you please let me know who Im responding to. The car is now at Napleton River Oaks

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I took my vehicle in to be Serviced for recalled items and items which were covered under my Trucks warranty. I was charged $450 to look at my rear camera (under warranty) and why my doors did not lock (under recall). After paying the $450 which I was told I had to pay in order to drive my Truck away. I went to ********************* in **********, **. Where my Truck is being fixed under the warranty with no problems. I would like a refund of the $450 I spent and an apology from ****** in the ****************** for calling me a B**** A** N***** I have tried for 2 weeks to contact the manager (*******************) to discuss my issues with the service department but, he has been unavailable.

*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. ↩