Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a 2016 Ford Focus that I brought to the Robinson Brothers Ford/Lincoln dealership on Airline Hwy in Baton Rouge, LA. My battery has been drained overnight on multiple nights, even after I got a new battery. They took the car in on Monday, March 24, 2025 and I got the car back on Wednesday, March 26, 2025. When they brought my car around, I asked if the battery was good and they told me that they had to jump my car off to bring it to me. I also asked when they did their diagnosis if they could check the recall on the car and they said they won’t fix it unless it’s actually messed up, even though there is a recall on the part (canister purge valve). In the description of the receipt, they said they “unplugged an aftermarket device from obd port” and that’s where the battery draw seems to be coming from. I’m confused why the next morning, after they did the diagnosis and “fixed the car”, why didn’t they test the battery to see if what they did to fix the car, stopped draining the battery. They also stated that they didn’t even test the battery overnight. The only reason I know the battery was dead when I got the car back was because I asked the guy who brought it around to me, if I didn’t ask, they would have never told me. When I went inside to ask why it still isn’t fixed, they told me I would have to check my car back in and let them do another diagnosis of the car. I drove back home after hearing that nonsense. I also asked to speak to the technician who worked on my car and I was denied the ability to talk to them.

  Business Response

  Date: 04/11/2025

   

  The customer has a 9 year old vehicle - the recall inspection we performed had nothing to do with the battery. Any ancillary battery issue is the responsibility of the customer - we informed them that we believed the battery drain was due to an aftermarket item plugged into her port and nothing to do with our handling of the customers vehicle 

  Customer Answer

  Date: 04/18/2025

  
  Complaint: 23120488
  
  I am rejecting this response because: My reason for going to Ford was for them to figure out what was wrong with my vehicle and let me know so I could get it fixed. Instead, they unplugged something that they thought was wrong and even though I gave them my concern that my battery was draining overnight, they failed to test it the next morning to see if they fixed the problem. Not only that, but when they returned the vehicle to me, they had to jump my car off and weren’t going to tell me. The only reason they told me they had to jump the car off was because I asked if everything was fixed and the little 16 year old said “I’m not gonna lie we just had to jump your car off.” Nothing was fixed on the car and when I went in to express my concern, they said I’d have to check my car in for another $220 fee.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:01/08/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a brand new Black Label Lincoln Navigator. We ended up rolling out of the dealership right before 7pm. Note that it was New Year's Eve, dark & closing time. My wife drove her new Navigator 20 miles home on the interstate to our garage. The next day was New Year's Day. My wife pulled her car out of the garage to go to the store, & parked it to show me a small crack that was on the very bottom of the right hand driver passenger window across the etching. We decided to let the dealership know the next day when they were open since she already had an appointment to get an inspection sticker so she let Anthony know when she would be there and also about the crack. Immediately, he told my wife to just file it on insurance. We were certain this did not happen while in our custody and did not appreciate this advice. The service guy looked at it and everyone said I had done it. When we went to test drive the Navigator, the battery was dead. There was dust inside of the interior (even after purchase so it shows they weren't really detailed in anything they did-inside or outside). They jumped the battery & we drove home and back. In front of the dealership where the 2024 Navigators are located is a strip of grass that has to be weed-eated or mowed in the summer. Clearly this car had been sitting there since summer, & had not been test driven. This car had to be sold to us with a crack in the window. I have owned cars since I was 16 & the only time a side window has been damaged with rocks is by weedeating or mowing. You do not get a crack like that driving 20 miles home on the interstate and placing the car in the garage. Contact was made with the dealership & they are refusing to accept responsibility. They claim it was thoroughly inspected & detailed. It was so dusty when we got back we cleaned it ourselves. How much of a detailed inspection did they do? How can they say definitively say that they did not see this small crack in the dark?

  Business Response

  Date: 01/13/2025

   

  We've resolved this customers concern to their satisfaction. 

  Customer Answer

  Date: 01/13/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22785496, and find that this resolution is satisfactory to me. They had someone come out and replace the window in question free of charge. Although, I hated to ever to have to bring it to this point, but once the GM heard he made it right.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/13/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:07/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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