ComplaintsforJoe Rizza Ford/Lincoln/Porsche

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2020 **** mustang ecoboost, I purchased it last year with around ***** miles. I added a premium care warranty package when purchasing the car. And that covers transmissions problems, electrical problems, wheel problems, etc. I went in so far a couple times for service, most of the times it went okay I could say, but the last two was bad so the 2nd last I went in for a fog light assembly and its covered with my warranty I dropped it off and they said yes its covered give me a couple days to get the order for the part and so on and then they gave me a loaner and thats also covered under my warranty so I took it and couple days later come by I get a car and said we are not doing the car you have been into an accident in MAAAYYY Im like ok I know that but its not from it I got it fixed. They told me to show proof that the insurance didnt cover it I showed them proof and made up a lie and said that they did thats what it said on the paper I got tired of this situation I said just give me the car and goodbye they said ok go to cashier and handle it for u Im like ok I went over there they said I owe a couple hundred dollars Im like why went back to the service guy and they said oh let me talk to my boss he went and said its fine its our fault not yours your good to go. Today 05/06/2024 I went in for my suspension since 7:40in the morning till 3pm I go in at 2 something they said nothing is wrong I said there is they said nope I talked to the boss the boss came out and said Im not dealing with you and he doesnt care I wasted his money on everything Im not doing business with you idc and then my father came in to ask why he said this to me he came out first thing he said Im done with you guys and my father said why u act like this to my son you cant say I dont care leave goodbye the guy said I said it to him Ill say it to youhes bad businessman and want him fired and help us out with service, name Service director ***** at *** Rizza *****

  Business response

  06/05/2024

  ************** has been in your facility prior to his May 6th visit, and in the past has been very argumentative and combative with our staff.  When he came in on May 6th complaining of a suspension problem, he informed our service advisor that he had installed aftermarket lights under his vehicle and that he did NOT want his car on a lift.  Since we were unable to properly diagnose the vehicle, our mechanic did drive the vehicle trying to hear the noise that ************** has complained of.  He was unable to recreate the noise.  We informed ************** that we could not find a problem with his vehicle and that due to his aftermarket modifications we did not feel comfortable with servicing his vehicle any further.  We did not charge for any diagnostic testing that was done and there was no charge for the service visit.  ************** became irate and was asked to leave.  He then returned with two other gentlemen and proceeded to cause a scene in our service drive.  Our Service Manager told him to leave and that we would no longer service his vehicle.

  ************** did not purchase the vehicle from us and the warranty that he purchased is valid at any **** dealership.  We feel that given the circumstances of his previous visits that it is best that he services his vehicle at another dealership.

  ****************** complaint requests a billing adjustment, he was not charged anything for the service visit he is complaining about.  We request that this complaint be closed as resolved as there is no billing adjustment to be made.

   

  Thank you,

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

  Customer response

  06/08/2024

   
  Complaint: 21751732
  
  I am rejecting this response because:
  That is not the problem the modification I did I said try not to rip the lights under my car I never said dont put it on a lift and that is not what happen they did this to me multiple times and the two gentlemen that came with me was my father and cousin. I have proof of my vehicle does have problems with the suspension because I took it to another dealership and said there is suspension work and that is proof and if you need proof give me a call back and if I need people to testify I will and second they are liars I wasnt happy because I knew there was something wrong I talked to ***** first thing he said is Im not interested, whats that supposed to mean huh basically told me to get out before I said a word he told me you cost me money even though I didnt he said first time you came I gave you a rental and made me pay out of my pocket I said that is your coworker fault for not clarifying my problem saying I cant do you car because you been into an accident and this accident was last may and your telling me I havent fixed it in a year and have proof that it was working all the way till January!!!!! I want this solved now because this is BS he started screaming at my father so I screamed back of course Im going to make A scene because we are customers and he cant treat us like that I know the rules. And I need this solved now I want him fired and want my car fixed, I have proof from ************** dealership there is stuff wrong with my car for suspension!!!!
  Sincerely,
  
  ***************************

  Business response

  06/10/2024

  ************** can have his vehicle serviced at any **** dealership, and use his warranty.  He was not charged for any diagnostic or service related issue for the May 6th visit, so there is nothing to reimburse. We did not cause the problem with ****************** vehicle, we are choosing not to provide future service based on past combative encounters.

  There is no issue here, please close this complaint as resolved.

   

• Initial Complaint

  03/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Saturday March 18th, I put down a ****** deposit on a 2020 *** X6 that the salesperson, ************************* was getting for me in trade for my 2020 X4. He told me he was getting it from a certified *** dealership. Today, I called and notified **** and the General Manager, **** that I was no longer able to purchase the vehicle due to a major life change. I asked for my deposit back and they told me no because I signed a Bill of Sale. I asked what **** of Sale I signed and he pointed to it on this desk and I reached to read it. He attempted to ****** the paper out of my hand and ripped it in half. He also grabbed me trying to ****** the paper from my hand. I had to call the Orland *********** for assault. I filed a complaint. I am seeking my ****** deposit back. This was a horrible experience.

  Business response

  04/03/2023

  We have refunded the customer $10,000 and canceled the deal.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Date of occuence: September 6, 2022 My lease on my 2019 Lincoln was ending in 3 days so I decided to purchase the vehicle. My original lease agreement clearly stated the buyout would be $30,140.00. When I received the paperwork from ************************* of ***************************** ************************** the amount was increased $250 to $30,390.00. When I questioned this additional charge I was told that **** dictates the final buyout price and charges an additional $250 fee on lease buyouts.I was also charged $324.24 for a ******************* Fee so I inquired why the two fees? Since I had only 3 days until the lease ended, I went ahead and finalized the transaction. When I got home i researched this fee and found multiple articles on car dealers adding fees to offset their losses recently. I have included one here: https://www.carscoops.com/2022/05/ford-warns-its-dealers-against-additional-lease-buyout-fees/ It appears ***** as well as other car manufacturers, have sent out memos to their dealerships regarding this practice. I have bought 3 other vehicles in the past and never had to pay a ***** over the price listed on the original lease agreement.

  Business response

  09/07/2022

  Our General Manager, *******************, spoke with ************************ this afternoon.  There was confusion on the part of our Salesman on the charge to the lease since the vehicle was not purchased at our location.  ************** and ************************ have agreed that this was a mistake and that ***************************** **** of Orland ***** **** will issue a check to ************************ in the amount of $250.  In regard to the doc fees, ************************ informed ************** that he did his research and that the fees that were charged are allowed and valid.

   

  Please **** this file as resolved.

• Initial Complaint

  04/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I bought set of tires from the business in February 3rd and discovered they were not the right tires for my car. went back the following monday. tires came with a warranty if you weren&#**;t satisfied they could return them and refund your money. Business told me that they did not return tires. I let him know that the warranty says you can return them within 30 days if you&#**;re not satisfied. so they took them back and i bought a second set of tires from H323334383334323136**H that was a different manufacturer. The original tires were back with the manufacturer so that i could receive the monies i paid for them back to me. Called the manufacturers and they said we wired H323334383334323136**H March 21st to return to me what i paid for the tires ($840). i went down to the business a couple days later and asked for my money back. The sales man i dealt with was out . Eventually, I got a check for $753.80 which is $86.20 short of what i should have gotten, $840.00

  Customer response

  05/13/2022

   
  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

  04/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Visit this location looking for my next sedan. Upon arrival it was great to hear salesman report I have seen him before and have purchase a lot of cars from this location. Around March 10th I visit this location to check out a Certified 2018 Lincoln Continental. After expressing interest with sales the salesman located car and it would not start, I was told the car was sitting for some time and needed a jump. Well it turn out that even prior to purchase the car had a fault warning for a sensor issue and battery replaced. Come back a couple of days later car up in running. Excited about my purchase going through all the spec I notice the car seats was not heating up and the car died again requiring a jump so my heart just drop. As a disable veteran dealing with other issues my stress elevated and I simply have not been the same. Good back to the dealership and reported the problem an all I can remember was this certified report provided stating everything was working and it was simply not true. So I have already paid the first car note but my car is held up in service for repairs. So I was told the a new alternator was installed and seating are now heating up and to come pick up the car only for the tech to call back the same day to report car still not charging. Know the tech tells me a cluster need to repair but it cost ******* dollars to repairs. Because some was located in the car and was not there before it was certified. Well you done strip the car down to part to figure in attempt to correct. Why was this not express before and if the car is certified why you trying to collect from me. So now it Sales VS Service plus consumer because no one wants to get my car through the process. Service report they email sales and no answer from cells. I call many times, left messages on Bruno *** and ********************* voicemail. Even as for *** Rizza number or a general email or number and I was told not toprivilege for *** Rizza number. Please help a disable vet get is car back!

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dealership installed an Instrument Cluster ($3,334.84 during; 31 Mar.-7 Apr. 2021 visit). Said cluster triggered, 2 related problems (NEVER had prior); Sensor Parkassist @ $952.27, 20 days, and Fuel Door assembly at $894.01 ( 1 of 2 visits and charges). After 3 attempts and associated charges, the Fuel Dr. and emergency actuator is NOT in working mode. Repeated visits ( one for 50 days) and repeated charges on the same reworked problems (sensors and fuel door).

  Business response

  11/23/2021

  Please provide the dealership where the service was performed.

  Business response

  12/06/2021

  Ford, Acura, Maserati, Porsche, Cadillac, we have 5 dealerships in Orland Park.

  Customer response

  12/13/2021

   
  Complaint: 16165171
  
  I am rejecting this response because:

  see attached.
  
  Sincerely,
  
  ***************************

  Business response

  12/29/2021

  Here is **** Kitzmillers response to ****************** complaint.  **** is our Service Manager at our Porsche dealership.

   

  I spoke at length with **************** regarding this issue.  I also spoke with Porsche NA regarding this issue.

   

  We did replace ******************** instrument cluster.  However, that repair addressed the complaint that **************** had at that time " Client states Vehicle *** screen is blank. "

   

  The *** screen in the cluster burned out.  The only way we have of fixing that issue is to replace the cluster.  Porsche does not sell the *** screen separately.

   

  Instrument clusters are "receivers" of information and relate the status of the vehicle, such as current speed, fuel level, warning lights, odometer level, mileage, and other system information to the driver.

   

  The cluster does have a function for security in conjunction with the computer and the alarm control module, i.e., those components all authenticate one another during start up to ensure that the mileage hasn't been illegally altered.

   

  Other than that, clusters on all vehicles rarely have two-way functionality.  They are referred to as "slave" devices. As a relatable example, an instrument cluster is much like a computer screen.  It relates information to the user, but the information is generated by other components, e.g., a hard drive, the internet, a USB drive, a CD ROM drive, etc. 

   

  The supposition **************** states " said cluster triggered, . . ." is not reflective of:  a:  the concern origination, and b:  the causal part.

   

  The other two issues were separate issues and did not occur while the vehicle was in our possession.   We addressed each issue as necessary.  The proximity ", , ,sensor park assist, , ," had three issues:  1.  a bad sensor in the front bumper, a faulty harness, and a faulty control module.  We replaced all three.  We only charged **************** for the sensor replacement and did not invoice the parts.

   

  The second issue ", , ,fuel door assembly, , , " was due to **************** prying open the fuel door because the fuel door actuator was broken and/or stuck.  We replaced the related hardware.  We reseated the emergency release to the fuel door as **************** had used that to try to open the fuel door.

   

  We had to subsequently reset the emergency release two more times because **************** used it and/or tried to use it two more times.  

   

  Please note that all the times we worked on ******************** vehicle, we performed courtesy pick up and drop off services.  We were not able to offer a loaner vehicle to **************** because of the detrimental effect COVID has had and continues to have on the automobile industry as our loaner fleet was cut by nearly 60%.

   

  Please also note that ******************** Cayenne is from 2009 and, at our last inspection, had approximately ******* miles on the odometer.  

   

  Recognizing that **************** is a client of ours and has spent money with us to not only repair his Cayenne, but also maintain it, I offered a complimentary service to him.  The purpose of the complimentary service is to convey to **************** that we value him as a client.

   

  **************** last told me that he would consider the offer. He also stated that the emergency release for his fuel door is still not functional and I told him that we would also review that concern if he decided to bring the vehicle back to our shop.

   

  In regard to ****************, as we stated in our original response, we contend that the damages did not occur at our facility, **************** received an email and numerous calls from our Service Manager that we will not be paying for any of the damages outlined in his complaint.

   

   

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

  ***********^th St

  Orland Park, ** 60462

  Office: **************

  Fax: **************

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

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/26/21, I brought my vehicle to Rizza Lincoln for a seat massage repair under factory warranty. The massage functioned, just noisy. Upon picking up my vehicle, the seat massager was not repaired and now completely non-functional. I also noticed rather large scratches on all 4-side window glass. The service department was closed, but I called and spoke to my Service Advisor the next day they were open. It has been over 6 since I have received any type of correspondence from Rizza Lincoln. I sent multiple emails, telephone messages with Service Advisor/Management, filled out their contact request forms, and tried Lincoln Concierge to get in contact with someone. I have been patient in awaiting any type of response I have now exhausted all efforts. Rizza Lincoln has chosen to ignore both my issues and after 6 weeks of their refusal to contact me, it is obvious they do not value customers, do not stand behind warranty work, and refuse to be accountable for damage and aggravation.

  Business response

  10/25/2021

  **************** has received an email outlining the reasons why we will not be paying for any of the damages he claims happened at our facility.

  Customer response

  10/26/2021

   
  Complaint: 16044000
  
  I am rejecting this response because:

  Rizza Lincoln has done this to multiple customers, this needs to be documented and they need to start being held accountable for their actions. I polity asked Rizza Lincoln why no one has responded or returned a call or email to discuss both the FAILED seat repair (under factory warranty too) AND the damage that was caused while the vehicle was in their possession. Their email stated they would schedule me when they had a loaner vehicle available, but 60+ days and no response to phone calls or emails is unacceptable. In regards to Rizza's comments they claim the scratches were  there all along,yet on the paperwork where damage is to be identified upon check-in (dropping off) there is nothing noted.  My vehicle was 3 days removed from a body shop where all cosmetic concerns were addressed and repaired and it was at such body shop where the vehicle was fully and carefully looked over for any cosmetic concerns. Rizza Lincoln also states I am the third owner of the vehicle (why is this relevant) and uses this as another attempted failure to be accountable for the damage caused. In regards to my seat that was NOT repaired and in fact now making it fully non-functional or usable, I was told to go to another dealership to fix their failure of this repair. I asked Rizza Lincoln if this was standard practice during FAILED repairs on their behalf of  a Lincoln Factory warranty to tell a customer to go to another ************************* dealer anywhere else in the country and once again failed to receive any response. Including a reply to my message's to the BBB as shown in this thread, Rizza Lincoln still refuses to answer any questions about my vehicle, take action on my seat warranty, or address damage to my vehicle while in their possession.
  
  Sincerely,
  
  ***********************

  Business response

  12/28/2021

  As stated in our previous responses, we are not responsible for the damages **************** claims happened at our facility, we dispute this claim, have made this clear to **************** and will not be offering any kind of compensation.    

   

   

  Customer response

  01/05/2022

   
  Complaint: 16044000
  
  I am rejecting this response because: Rizza is being very dishonest and tells me they are to big of a dealership to be bothered with ***** scratches, and they have a team of lawyers on staff that will make this such an excessive cost on my end that I should have just walked away and paid for the repairs as this would be much more economical. Rizza advised me to take my car elsewhere (anywhere in *****************) to fix their mistake regarding the seat as well. Rizza should not be allowed to bully and abuse customers because they feel they are a large multi dealership organization.

   

  
  Sincerely,
  
  ***********************

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