ComplaintsforBob Thomas Ford Lincoln

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in for a diagnostic and they broke a bolt to my transmission on May 23rd (making it make a funny noise right after i left and i called them IMMEDIATELY when i heard it). I was told that the tech noticed the bolt to my transmission was loose and he tried to tighten it and it ****** into my transition pan and they are refusing to fix the broken bolt saying that it was broken before I took it in, when i was told that they broke it but they never made a note on my paper work about it. When i called them about it both people i spoke to were incredibly rude. Now i have an un drivable car, because the noise makes me nervous to drive it since I have 2 children and dont want anything to happen with them in the car.

  Business response

  07/19/2024

  Hello BBB,

  After inspecting the vehicle, we found the trans mount bolt snapped in half. The only thing we did was diagnose a check engine light and pulled a sample of trans fluid from the fill port. good news is her extended warranty is installing a new transmission in her vehicle, which we are doing now. The vehicle will be repaired and promptly sent back to her. 

   

  Thanks,

  **********************;

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction/sale: 1/5/2024 We paid $13,999 for the used 2016 **** Escape Titanium with ****** miles.*** Thomas **** committed to my husband and I a used safe vehicle with no malfunctions.I had taken my vehicle into ******** as there was a squeaking noise. We did not take it back to the *** Thomas **** as they had lost our trust. We took the vehicle to ******** as we we've been in business with them since 2018 with no issues. The Store operator is ***************************. When ***** looked at the vehicle he saw a large amount of rust on all four rotors and leaking/blown out left front drive axle and right drive axle. We do have insurance on the vehicle but it is not right to sell a used vehicle with a broken axle. Upon many attempts to contact **** and his answering of "what do you want lady" I stated I wanted to speak to you on this this matter. We had a meeting and he did give me the $250 deductible for the axel but never addressed the rusted out rotators. He shook on calling *************************** but never contacted him. It also took us three months to get a detailed list of what was done to the vehicle before we bought it, which doesn't ***** include a rotator line. On 3/22/2024 upon calling ********** got hung at by one of the agencies on *********************** phone. And upon calling twice it just rang to voicemail. That same day I went to the dealership and asked ******************* for the used vehicle inspection report after months of asking for our own records. **** kept asking why I didn't come back *** Thomas **** to have it looked at. But when you hand a vehicle over with rusted out rotors and a broken leaking axel, why would you go back to them? The business has resolved the broken leaking axel but not the rusted out rotators.

  Customer response

  03/25/2024

  Finish the job

  Business response

  04/16/2024

  WE DID OUR BEST TO ACCOMODATE CUSTOMER ***************************.  WE PAID HER DEDUCTIBLE FOR HER PORTION OF THE **** REPAIRS, SO THERE WOULD BE NO HARDSHIP ON HER PART.

  IN ADDRESSING THE BRAKES, WHEN INSPECTIING, BRAKES, WE UNDERSTAND THAT ROTORS CAN SHOW SURFACE RUST AFTER SITTING THROUGH A RAIN STORM AND WILL QUICKLY GO AWAY AFTER  DRIVING..

  FOR EXAMPLE: IF A  VEHICLE IS PARKED OUTSIDE DURING A RAINSTORM OR HEAVY SNOWFALL, A THIN LAYER OF RUST MAY COVER THE SURFACE OF THE BRAKE ROTORS.  AS MOISTURE COATS THE BRAKE ROTORS SURFACE, A THIN FILM OF RUST IS LEFT BEHIND..  WE WERE NOT MADE AWARE THAT **************** HAD A PROBLEM WITH THE BRAKES UNTIL AFTER SHE HAD THE REPAIRS COMPLETE.WE WERE NEVER GIVEN THE OPPORTUNITY TO WITNESS OR ADDRESS HER BRAKE CONCERNS.

  PLEASE BE ADVISED, THIS IS THE FIRST NOTIFICATION WE RECEIVED REGARDING THIS ISSUE.  

   

  Customer response

  04/16/2024

   I am rejecting this response because the rust on the rotors were crusted with rust. We were not informed of this upon purchasing the vehicle and on the inspection their was no line for rotors.
  
  
  

  Business response

  04/18/2024

  AS WE STATED IN OUR EARLIER COMMUNIICATION, THE ROTORS WERE FINE WHEN THE VEHCLE WAS INSPECTED.

  WITHOUT SEEING A PROBLEM, WE CANNOT DETERMINE IF THERE WAS AN ISSUE WITH THE BRAKE ROTORS SINCE

  THE BRAKES WERE REPAIRED ELSEWHERE AND WE WERE NOT EVEN MADE AWARE UNTIL AFTER THE REPAIRS WERE COMPLETED.

   

  *******************, GENERAL MANAGER

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went through my credit union to purchase a vehicle from *** Thomas **** in ******************* on 12/23/23. I reside out of state in *********** so the transaction was handled virtually. *** Thomas charged me $1869.95 for *********** tax and title fee, but they only sent MS. $25. When I called *** North to resolve the issue I was told that the tax money was not held by the dealership, and was sent to ********* ***** of ******* so I would be required to pay twice. I'm not understanding why the dealership charged me for the tax. I was never informed of this prior to the purchase of the vehicle and not understanding why the money would be issued to ******* ********** of ******* when I do not reside there.

  Business response

  02/05/2024

  UNFORTUNATELY, WE ARE OBLIGATED TO COLLECT SALES *** FOR AN INDIVIDUAL WHO PURCHASES A VEHICLE FROM US. WE COMPLETED A ST-108NR, WHICH IS A NON RESIDENT STATEMENT TELLING THEIR STATE OF RESIDENCE THAT WE COLLECTED THE *** WE WERE RESPONSIBLE TO COLLECT.

  *********** IS NOT A RECIPROICATING STATE, MEANING THEY DO NOT RECOGNIZE THAT ******* *** WAS PAID.  JUST LIKE IF SOMEONE COMES TO ******* FROM ANOTHER STATE AND BUYS MERCHANDISE FROM ******** THEY ARE REQUIRED TO PAY *** ON THIS MERCHANDISE.

  I AM UNABLE TO RETURN THIS *** PROCEEDS TO THEM, AS WE ARE OBLIGATED AND HAVE ALREDY PAID THE *** TO THE ******* STATE **** OF REVENUE.

   

   

   

• Initial Complaint

  11/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My ******** purchased a used 2020 **** explorer platinum for $53k from Bob Thomas Ford Lincoln in October 27th 2021. We found the vehicle listed on their website. We live over 5 hours away from the dealer so I contacted them via email inquiring about the vehicle. The online sales manager contacted me & answered all my questions we had concerning the vehicle including the condition of the vehicles paint & body. I specifically asked if there were any dents or scratches to which he replied there were NOT ANY dents or scratches. The online sales manager put me in contact with one of the salesmen his name was ***. When *** contacted me via telephone I asked the same question regarding vehicle exterior condition to which he responded everything looks good no dents or scratches. After speaking to him over the phone we agreed to buy the vehicle for the dealer asking price after they turned down our initial offer. We completely the transaction remotely via email & overnight mailing. Once purchase was completed we setup to have our vehicle picked up & delivered to us. Upon receiving the vehicle we noticed a very noticeable dent on the right side of the rear hatch. I contacted the sales manager on 10-29-21 & told him about the dent & that we were told everything was good with vehicle: NO dents. He reiterated that there were no dents when it was in their possession to which I responded that once you know what you are looking for in THEIR online photos you can see the ********* wanted it repaired. He told me he would look into it. They have not reached out to us since. We would like to be reimbursed for the cost of repair. Attached are pictures of the dent upon receiving the ****************** from their website with the dent circled.

  Business response

  11/11/2021

  ************* SENT TWO PEOPLE TO *************** TO PICK UP THE VEHICLE HE PURCHASED.  BOTH OF THEM DID A THOROUGH INSPECTION OF THE VEHICLE BEFORE TAKING DELIVERY OF THE 2020 EXPLORER.

  THEY WERE COMPLETELY SATISFIED WITH THE CONDITION OF THE VEHICLE.  OUR GENERAL MANAGER REACHED OUT TO **************.  ************* DID NOT ANSWER AND HE WAS UNABLE TO LEAVE A  MESSAGE.

   

  Customer response

  11/16/2021

   Better Business Bureau:

  The general manager *******************, did call me but i was unable to answer the phone. I promptly returned the call & discussed the issue with the general manager, *******************. They have offered to pay half of the repair cost. I am happy with their offer to pay for half of the repair cost. I have had a repair shop look at the vehicle on 11-15-21 & give an estimate on paper for the cost of repair. I have forwarded the estimate to **** thr general manager & currently waiting for a response to how they want to proceed. 
  
  I have reviewed the response made by the business in reference to complaint ID ********

  
  

  Thank you.

  Customer response

  12/14/2021

  Hello, my name is ***********************. Back on the 11th of November I had talked to the *******************, general manager of *** Thomas **** & they offered to help with the repair cost if I provided an official estimate from a repair shop. On the 15th of November I sent the official repair estimate to ******************* the general manager of *** Thomas ****. He did NOT respond via email or by phone. On the 24th of November I called his line directly ************ & left my name, number & information regarding issue. He never returned the call or reach out in any form. I have done everything on my end but they have not. I no longer accept the resolution they had initially offered. My wife & I would like the repair to be completely paid for. 

   

  Thank you,

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

   

  Sent from my **************** Galaxy smartphone
  Get Outlook for Android

  Business response

  12/16/2021

  I HAVE MADE NUMEROUS ATTEMPTS TO REACH OUT TO **************, HE DOES NOT ANSWER AND HIS VOICE MAIL IS FULL.

  THE ESTIMATE HE PROVIDED IS INFLATED TO TWICE THE AMOUNT OF OUR QUOTE.

  OUR FINAL OFFER TO SETTLE THIS MATTER IS A CHECK PAYABLE TO ************** FOR $350.00

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

  GENERAL MANAGER

  BOB THOMAS FORD LINCOLN..

• Initial Complaint

  09/23/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a steering wheel angle sensor for my car, a 2012 Lincoln MKS, from the parts department. When I got the part I noticed that it rattled in the box. I opened the box at the parts department in front of the employee, and the plastic piece that apparently locks the sensor in place was not attached to the sensor. He asked me if that was a problem, I said I think the arrows on the part can be lined up. What do I know? I brought the part to my mechanic to have it installed and he told me that the sensor lock clip has to be in place from the factory. The sales slip says the part has to be returned within two weeks, but it has been four because the repair shop is very busy. I expected that the part sold to me wouldn't be defective. This is just not right.

  Business response

  09/28/2021

  yes our policy is as stated, however, he has NOT made any attempt to make the return before filing a complaint.

  he needs to come in and speak with our Parts Manager, Kevin **** to discuss the return...

  Customer response

  09/30/2021

  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.

  
  

  Bob Thomas's parts department was very friendly and courteous, and they refunded my purchase without question. I'm happy with the way this problem was handled and won't hesitate to go there in the future.

  Thank you.
  

*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. ↩