ComplaintsforRobinson Brothers Ford Lincoln

• Initial Complaint

  06/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is a complaint against Robinson Ford Lincoln 11455 Airline Highway Baton Rouge, LA 70816 ***** ****** 225-293-8900 Purchased on 5/22 and signed all paperwork including a $40 check for the ride we took to the dealership. They're supposed to send us a check in that amount. 5/30 the salesman texted asking about a paper from DMV they want us to provide but they haven't sent anything to the DMV. Asked them to confirm with the Arkansas DMV what they were requesting and they ignored our email and didn't reach out the our local DMV. They mentioned they couldn't send the paperwork without it but they have turned the paperwork into the financing bank because we have all the information for paying our payment but nothing to go get my truck registered. We need our paperwork overnighted to the local DMV and the $40 check they owe us mailed to us.

  Business response

  06/28/2024

   

   

  The customer that filed this complaint is a complete clown. 
  
  We've been in business for over 75 years and do business the correct way. ALL that happened is we sold a vehicle to these people and our title clerk received feedback from our titling company vendor that the customer lived in a locality that requires a vin inspection (Arkansas), so we passed that information onward. It resulted in a barrage of stupidity and gutter conversation from them that was unnecessary. 
  
  They were still kept informed the entire time as to when the paperwork was sent and the time frame that Arkansas DMV told us it could take to process. 
  
  We have ZERO more that we will be doing for them. 
  
  Here is my last email to them, along with some snippets of Mr. ********** childish emails. 
  
  
   From me to him:
  
  
  On Thu, Jun 13, 2024, 11:45?AM <****************************> wrote:
  
  
  Let me be real clear. We don't respond to ******* statements and that's all you seem to send.
  
  You're paperwork was sent on 6/8/2024 and the State of Arkansas has said they may take up to 24 days to process. 
  
  We won't be doing anything further in service of your transaction except for if the state of Arkansas provides feedback as to any further detail items. 
  
  We do sell vehicles all over the country, and have never had such a bonkers immature overture from a customer over their state mandated sale requirements. 
  
  
  
  ***** ******
  General Manager
  Robinson Brothers Ford Lincoln
  11455 Airline Hwy. Baton Rouge, La. 70816
  ***** ********
  ****************************
  
  "Good leaders must first become good servants"
  
  
  
  
  
  From him on 5/30
  
  -----Original Message-----
  From: "** *** *****************************>
  Sent: Thursday, May 30, 2024 10:39am
  To: "Robinson Brothers Ford Lincoln" <*****************************>, ****************************, ****************************, ***************************
  Subject: Re: Robinson Brothers Ford Lincoln
  
  You guys need to get your shit together and figure out what's needed as far as paperwork and let us know. 
  We're not dealing with that ***** ******* going forward. 
  This should have all been handled before we arrived to pick up the truck. You've had a couple weeks to get our check mailed and paperwork sent to our DMV. We know you've already sent in everything to the bank since we've gotten our statement in the mail. 
  
  Second email from him on 5/30
  
  
  On Thu, May 30, 2024, 10:55?AM ** ** *****************************> wrote:
  
  So like I told that ******* and like I'm telling you someone besides us needs to call the DMV make sure what's needed and let us know. 
  OR they can have the DMV call us.
  
  
  Third email from 6/12
  
  We realize stupid starts at the top and works it's way down.Please get your heads out of each other's ***** and get our paperwork and check in the mail.  
  

  Customer response

  06/30/2024

  
  Complaint: 21841911
  

  This clown just wanted to prove that even being in business for 75 years with a slimy character like yourself in charge and with a **** ***** like your worker ******* working for you you still lied and are upset you didn't get to try any of your usual used car sales tricks. The paperwork was mailed AFTER I sent those emails because of course you didn't want to do your job that you were paid for. We paid a DOC Fee so get the DOCs together. We don't have to do anything and as proof all the paperwork was done by your dealership and mailed to the wrong location. It should have been mailed to our local DMV but instead this "professional" mailed it to Little Rock. Also the check was mailed on the 14th a couple weeks after we sent those emails. This will conclude our bonkers emails to you. 

  
  

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/11/23 2017 Ford Fiesta dropped off @ Robinson Brothers Lincoln Ford for manual transmission warranty work. Charged additional $175 diagnostic fee for A/C blend door actuator when we only asked to have this part’s warranty checked since we have had it replaced twice in 2021. 1/9/24 picked vehicle up after 4 weeks at dealership with significant body damage. No initial vehicle in- take inspection report was done by dealership since we asked for a copy. No multi point inspection was ever performed. Vehicle tires needed air, coolant was low, wiper fluid was empty. No mention of these deficiencies on final check out receipt. Dealership disrespected us in public by telling us they didn’t want our business. They didn’t need our business. Threatened to call the police if we did not leave. No attempt was made to address the damaged vehicle. We called the police and filed a report concerning our damaged vehicle.

  Business response

  01/27/2024

   

  We have no more desire to acknowledge this customer. The claims are baseless, they don't want to pay for a service that was provided, we've explained repeatedly, they are loud, abusive, and can take their business elsewhere. 

  Customer response

  01/29/2024

  
  Complaint: 21129675
  
  I am rejecting this response because: NO ONE from this business EVER  some much as  glimpsed the damage they did to my car.  NO ONE EVER looked at the damage, they NEVER took pictures BEFORE or AFTER  I dropped  my car off to them for repairs. THey KNEW they had damaged my car and wanted me to leave immediately.  The day, I picked up my car, I asked the intake person, if they took pictures of the vehicles at the time of drop-off and she replied," Yes! We do."  When I told her I was relieved to know this because there  were dents in my car that weren't there when I dropped if off to them 4 weeks earlier, she immediately responded, " Well, almost every vehicle, but not this one."   In addition, we  NEVER asked  to have the  A/C blend actuator checked!  We asked the service intake person, to have the A/C blend actuator WARRANTY checked since it had been replaced twice before.  We were never informed of the additional $175 diagnostic fee to have the A/C blend actuator checked out. We asked repeated for any written diagnostics regarding print-outs that the technician would have generated regarding diagnosing the A/C blend actuator and repeatedly, we were told there were none.  Initially the service  intake person, told us the technician HEARD the A/C blend actuator when he test drove the vehicle following the transmission repairs, and diagnosed it right then.  When I confronted the Gen. Manager about this erroneous charge, he said the intake person,had never made a mistake before and he was sure she hadn't make one then. I called several Ford dealerships in the sourrounding area and NONE of them charge tax on a warranty deductible unless there was something necessary in the repair that was required but not covered under the warranty AND if that were the case, then that "something" would have been itemized on the receipt. There was NOTHING on the receipt to that effect. Robinson Brothers Lincoln Ford guarantees they perform a multipoint inspection of every vehicle and performance of this inspection was checked-off on the receipt but it was quite obvious it was NEVER performed! The intake person, witnessed me gauge the tires and one was at 15 psi!  In the interest of safety and our well-being, she should have offered to fill the tire with air at the very least. Instead, she said I could air up my own tire at their express lane. The service in take person knew the express lane person was just closing up shop for the night and we weren't allowed to air up the tire.  We were NEVER loud, or abusive, please check the video.  We were however; publically,verbally, humiliated and threated by the service manager who WAS hostile to us when  we asked to speak to the Gen. Manager. 
  
  **** *******

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 9,2023 we took our Lincoln Aviator in for repair of the adaptive cruise control. The vehicle is under warranty. They kept the vehicle for 5 weeks and when we got it back they said there was no fix for the problem. This response is unacceptable. This reduces the trade in value greatly. We use this vehicle for out of town trips frequently and having cruise control is very important. We paid for cruise control and to say it can't be repaired is not an answer to the problem.

  Business response

  04/17/2023

   

   

  Ford/Lincoln is aware of this as an ongoing issue and the most recent information made available to dealers is that a software update is being worked on to resolve the concern. 

  We empathize with the customer and hope for a resolution being offered by the manufacturer as soon as is possible. 

   

  Sincerely, 

  ***** ****** 

  General Manager

  Robinson Brothers Ford Lincoln. 

• Initial Complaint

  07/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I turned my car over to this dealership for repair in late January of this year, some six or seven months ago. I did so after another garage told me it was a cpu problem, which I then told the technician when the car was towed to their garage. They still took months to diagnose the problem as a bad cpu, then bought a reprogrammed cpu from another company to put in the car. After the new cpu was put in the car I paid for the repairs in full, which was achieved in late March. The car ran for a week, then broke down again demonstrating the same symptoms as it did originally in January. I had the car towed to them again, and after over a month they determined the cpu they put in the car was also malfunctioning. They have had the car since, telling me that I would not have to pay for them to replace the bad part they put in the car. It has been over half a year, they consistently give me vague progress reports and imprecise time frames for the car being finished. I have driven with the intent to pick up the car twice, after being assured both times the car would be done by the time I got to Baton Rouge. Both trips were a waste of time and money. I just want them to finish the car, I have wanted them to finish the car since January. I have been paying for insurance on the car for months, and not having it to resell or use has interfered with my son's ability to work as he now lacks transportation. I am filing this complaint because the fall semester is approaching and I am concerned the car will not be repaired by then and my son will be without transportation again.

  Business response

  08/23/2022

   

   Robinson Brothers has explained the issues regarding the repair in full to this customer. There are systemic supply chain issues outside of our control. This vehicle is 11 years old, and Ford has prior been unable to provide the needed module. This relegated us to having to attempt to use an aftermarket replacement component, which we typically do not do, but attempted in order to try and resolve the customer concern in what is a difficult market to repair vehicles timely and consistently with the prevailing supply chain issues. 

  When you replace a module, we upload the provided software, and sometimes these software updates conflict or have trouble taking due to the age of the vehicle, especially with an aftermarket part. Since this vehicle has had repeated issues with properly programming we reached out to Ford engineering for further assistance. We are awaiting their help to try to source a Ford module instead of an aftermarket component, which we hope will allow for a resolution to the customer concerns. 

   

  Chris Savage 

   

• Initial Complaint

  11/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased a used 2017 GMC Yukon Denali from this dealership on 10/29/2021. Upon purchase, I told them the vehicle needed to be cleaned, an alignment and the vehicle shakes around 30 MPH and 60-70 MPH. They told me to bring it back the next day 10/30/2021 (sat) to have a all of it taken care of. I did, and sat for 5 hours for them to only do the alignment. No cleaning and told me to return on 11/3/2021 for them to take care of the shaking and cleaning again. I dropped the care off as requested and told them "maybe the tires needed to be balanced", the service rep, ******* ****** took down all the information and promised it would be handled. I had to continuously contact the dealership for information about my vehicle while they had it. When I went to pick up the vehicle, I asked ******* what was the problem and she told me the Technician balanced the tires and told her that it was a problem with the back fender wall being loose causing the vehicle to shake as certain MPH. ( I knew that couldn't be possible). I left and on my way home not even 10 miles away, I texted her back and told her that the issue is still present. She then told me she would have to schedule a date with me to bring it back in again. she messaged me on Monday 11/8/2021 and told me should could take my vehicle the following Thurs to be dropped off 11/18/2021. I agreed. I dropped the vehicle off on the 18th and left it. No communication that Friday.. I didn't hear from them until I reached out the following Monday and ******* told me the issue still wasn't fixed. I messed her again on Tuesday and it was ready and I messaged on Wed, and she finally told me the vehicle was ready but wasn't going to reach out to me to tell me. When i got there, I asked what the issue was and she told me the technician and the manger said the vehicle had 2 bent rims that needed to be fixed.(cont'd in attachment)

  Business response

  01/13/2022

  Business Response /* (1000, 8, 2021/12/21) */ Contact Name and Title: ***** ****** GM Contact Phone: XXXXXXXXXX Contact Email: *******@robinsonbrothers.com We have replaced a rim on Mr. **********'s vehicle which has resolved the concern. Consumer Response /* (3000, 10, 2021/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The vibrations is still present at 70-75 mph.

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