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Business Profile

New Car Dealers

Southgate Lincoln Mercury

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/03/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Today on June 3, 2024 I arrived in the body shop at Southgate Lincoln at approximately 8:33 AM. I wanted to get an estimate on some vehicle damage that my car sustained over this past weekend so the body shop manager ******************* was tucked away behind the desk to where I couldnt see him but only hear him and I could tell he was on the phone and it was not to handle company business. He was taking a personal call with the *** discussing issues about a business that he closed in 2018, I stood there for over 10 minutes waiting to at least be acknowledged and he did not do anything and I had to finally say something to get *** to acknowledge my presence there as a customer to which she only told me I have to come back later because hes been on hold with the *** for over an hour I then left and went inside the dealership to voice my frustration and complained to the management someone from the service department came and walked over to the body shop and all he wanted to do was take a picture of my car and get some information and want me to come back when *** was finished with his phone call. I have never been so disrespected at a car dealership or poor customer service. This is absolutely pitiful and this makes the third consecutive time I have had some sort of major customer service issue with this dealership, not to mention that they cant even tell who is who in their customer base they instead of calling my cell phone number whenever Ive had service on that vehicle theyve called the cell phone of my father whos been dead for over a year and hes never bought a Lincoln from Southgate Lincoln in his life . I am done with this dealership. I want action in fact I am demanding it.

    Business Response

    Date: 06/11/2024

    ************** came to Southgate Lincoln on Monday June 3rd,2024.  He did not have an appointment,but was in a rush.  The employee that ****** needed to speak with (*******************, Body Shop Manager) was on the phone taking care of an issue with another Body Shop which was located in *****************  ************** became upset from having to wait and walked up front to the store into the showroom yelling that he wanted to talk to the General Manager.  ********************* (Service Advisor) quickly got ********************* (Service Manager) involved.  ************** was using vulgar language,complaining that the Body Shop would not help him, so ***** escorted ************** back to the Body Shop and tried to help facilitate the estimate process.  By the time the two got back to the Body Shop, *** was on the phone with Enterprise trying to coordinate a rental car for another one of his guests, so ***** took a picture of the scratch that ************* wanted an estimate to fix.  ***** asked ************** for his name and number so that *** could contact him with the estimate once he was off the phone, but ************** said he did not have time for that since he needed a written estimate within 15 minutes and he would take his vehicle elsewhere.
    Later that day, ************** left a voicemail for ******************************* (General Manager) requesting a call back.  ********* was able to connect with ************** by phone at the end of the day apologizing for any mistake and misunderstanding.  ************** requested a call back the following morning with *** and ***** on the phone as well.
    The team (****************, and ***) called ************** the following morning.  ********* did most of the talking at first, apologizing for any mistake and misunderstanding but happy to hear that ************** was able to get his scratch fixed.  She told ************** if he ever needed help scheduling an appointment or getting work done in the future that he could reach out to her.  ************** thanked ********* but wanted to hear from *** as well. While *** was speaking, ************** got very upset again.  The call ended by ************** using vulgar language and hanging up on the team.
    Although we do not condone using vulgar language, as ************* did while in our showroom and on the phone, we are sincerely sorry that he had a bad experience.  We would be happy to have another phone call and apologize yet again if that is desired.
    ************** had mentioned multiple times throughout the process that Southgate Lincoln had reached out to his deceased father instead of to himself; we were not given any other details to investigate or resolve this portion of ************** complaint.

    Customer Answer

    Date: 06/12/2024

    [A default letter is provided here which indicates your rejection of the business's response. 

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:

    [You must provide details of why you are not satisfied with this resolution. Please type details here:]
     
    They are lying to cover up for *******************. I know what I heard when I was at that body shop. He was on the phone with the irs handling a personal tax matter.
    Regards,

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

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