ComplaintsforEmpire Ford Lincoln of Huntington

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2022 Aviator from this dealership on September of 2022. I originally signed the paperwork at the beginning of the year and was promised the vehicle within a few months. It arrived two months late. Costing me $1600 in Uber rides. The agreement stipulated the monthly amount for payments, that changed the day we picked up the vehicle. Im paying $200 more than agreed on when the purchase began. The finance officer claimed she ran one credit report but yet I was notified she ran all three using the lowest score. Two months after having the vehicle there was a water leak in which they took months to fix in which I had a loaner for months. Upon receiving the vehicle back interior damage was done to the vehicles panels and headliner. The dealership was contacted and the vehicle wound up back at the dealership multiple times for the repair issues. I suggested they replace the vehicle or give me a full refund but refused. Ive been making payments for almost a year and only drive the vehicle 4 months. Ive tried every possible resolution to just have it fixed by a professional body shop or replaced but the dealership just continues to give me the runaround. Ive had to call out sick multiple times to return the vehicle but yet no concierge service was provided.

  Business response

  08/17/2023

  The final part needed to complete repairs to the consumer's vehicle was delivered earlier this week and we expect repairs to be completed imminently.  With respect to refund for payments, considering the consumer's vehicle was new at the time the consumer purchased the vehicle, the Lincoln ******** of ****************** would likely agree to reimburse the consumer for the payments made while the consumer did not have use of the vehicle as well as the other expenses denoted in the consumer's complaint.  We encourage the consumer to call the dealership's service manager ********************* for an update on the status of the repairs to the consumer's vehicle. 

  Customer response

  08/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Theres no guarantee the work would be done correctly and any refunds or reimbursement as company stated would be like agreed upon but not guaranteed.

   

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

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used vehicle from this company and agreed to a certain amount and later received a different contract with a slightly higher amount. two different contracts and I would like to be refunded the difference because I agreed to the lower amount. I have proof of different contracts, made them aware, was told I would be refunded by there finance department and still have received nothing. have been in contact with them many times to no avail. please review and help if possible. thanks.

  Business response

  11/22/2022

  After receiving the attached complaint, the dealership contacted the consumer and confirmed that his refund of $39.60 will be forwarded to him via overnight mail today. 

  We apologize for the inconvenience. 

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I set a service appointment on 9/24 to have a modem changed on my car. When I got there they told me they did not have the part. I had to order it. I asked the service manager a few questions such as" how long will it take to get the part, how long does the repair take, and if it took more than a day would I be able to get a loaner". The answer to all was "I don't know" No interest in providing any help. After getting a call that the part was in I set a follow up appointment for October 7th. I went to the service department and was told to leave my key pod in the car and check in. after checking in the service manager told me I he needed the pod. It was no longer in the car. I had to have my son bring my back-up to the dealership so I could take the car and the part that I bought to another dealership. They fixed the car without issue. I left 4 messages for the general manager, ***********************, trying to get a response to the issue. I have not gotten any return calls or emails. I filed a complaint with Lincoln's **************** and they never responded. I have never dealt with an organization that was so incompetent. I feel that they should replace the pod to make up for their incompetence and for the hassle of having to make 3 appointments to fix a recall issue.

  Business response

  11/09/2022

  The dealership would agree to issue a new key fob and the dealership apologizes for any inconvenience caused to the consumer.  The consumer should be hearing from **************** this week regarding the delivery of the replacement key fob. 

  Customer response

  11/10/2022

  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 and the matter will be  resolved shortly.  They contacted me yesterday and I sent them the required information to order the key fob.  
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a 2013 ****** FJ Cruiser online at Empire *****Lincoln in Huntington, ** in January 2022. When I saw the pictures of the car online I noticed the complete floor mats/carpet were missing. I brought this to the attention of the sales person, *****************. ************ said he didn't know why they were missing. I suggested he checked in the cargo area of the vehicle and see if they were there. ************ checked and he said the floor carpet/mats were there. I asked ************ to have the floor carpet/mats installed and he said he would.When the vehicle was delivered to me I noticed the floor carpet/mats were not installed. I checked in the cargo area and I found some mats however those were aftermarket mats that go over the actual floor carpet. I also found the rear door panel was loose and broken. ************ had assured me the vehicle had been inspected "as it's the law in ********". If the vehicle had been inspected and if ************ had had the mats installed it would have been clear the the whole floor carpet kit was missing and the cargo door panel needed to be replaced. I told ************ about the situation and he dismissed stating "the car pictures showed there was no floor carpet". I remined ************ of our conversation about installing the mats and the "inspection". I called the sales manager, *************************, who said, "I'm a reasonable person and want to resolve this problem". Given **************** was willing to resolve the issue I offered a compromise to pay 50% of the cost of the floor mats/carpet to which ************** agreed. I sent **************** a copy of the lit of parts which totaled $1440, on March 1. **************** sent me an email saying "sounds good, thank you". Over two weeks later, and since I didn't get a check from ****************, I emailed him but the email bounced back. I found out **************** is no longer with the dealership. I have called the new sales manager but have not received any answers. I'm disappointed about the deception and dishonesty from this dealership

  Business response

  03/25/2022

  I have reviewed the complaint and understand the frustration. The requirements of ************** inspection does not require any cosmetic repairs be made. The requirements of state law are to provide a vehicle that is mechanically sound and runs without issue. We will however pay the 50% of attached **** that fulfills goodwill agreement made between ********************* and our client. 
  

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

  General Manager 

  Empire **** of Huntington 

  Customer response

  03/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I accept the offer of paying 50% of the cost for parts for the floor mats of the ** Cruiser. However, given the history of poor adherence to our agreements from Empire **** regarding this issue I would like to wait until I receive the check for $770 to consider this issue resolved. *******************************

  
  

  Business response

  03/30/2022

  Please see the attached check and tracking information.  The dealership apologizes for any inconvenience this may have caused to the consumer.

  Customer response

  04/19/2022

  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 and the matter has been resolved.
  

  It appears the check has cleared. I have voided the second check and will be mailing it back to Huntington Motors. Im attaching a picture of the voided check. 

  Thank you for your help. 

  Best,

  ********************** 

  
  
  
  
   
  
  

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I leased a Lincoln Aviator in February of 2021 with intentions of buying the car out of the lease. Ive received nothing but horrible customer service. My car has been at the ********************** ************ center since Monday 2/14/22. *************************** was my service advisor. He told me the part needed for my car was emergency ordered on 2/15/22 and would be in the following day. I called ****** on 2/16/22 for an update on the vehicle and he told me the part did not come in and it would hopefully be in on the 17th. I called on the 17th for an update, ****** said the piece came in and I would be able to pick up my car by the end of the day. I told him I wouldnt be able to get there before they closed because of my job and not having a vehicle. He told me he would lock the keys in my car and I would be able to pick it up later on that night. I got a babysitter and ride to the dealership that is 45 minutes from my home. I arrived at the dealership at 7:30pm to find my car was locked up and I wasnt able to get it. I called the dealership in hopes someone would be able to run over and unlock the gate but the dealership was closed. Unfortunately this isnt my first awful customer service experience with a ************ center. Ive never been treated this way. I pay for a luxury brand but I dont get luxury customer service. I called ********************* concierge number to file a complaint and was in tears trying to explain what happened. Im a single parent that works full time. I had to go almost a week without a car and when I was able to pick it up and arranged for a babysitter and ride I was let down again with not being able to pick up my car. Now I have to get another babysitter and ride to Huntington to pick up my car tomorrow once I get out of work. As much as I love my vehicle I will never purchase from Lincoln. Ive never experienced such horrible customer service. ******************** doesnt service their cars at their dealership they send you to ************ center which is horrible.

  Business response

  03/28/2022

  The dealership sincerely apologizes for the inconvenience caused to the consumer.  With respect to the brief delay in the delivery of parts required to finish the repairs to the consumer's vehicle, all dealerships, including Empire **** Lincoln, have experienced delay in receiving motor vehicle parts due to constraints put on the supply chain in the automotive industry.  The dealership should have done a better job managing the consumer's expectations with respect to the completion date of repairs to her vehicle.  As to the miscommunication regarding an appropriate time to retrieve her vehicle after repairs to her vehicle were made, the dealership apologizes for any misunderstandings and inconveniences derived therefrom. A representative from the dealership will be contacting the consumer in an effort to address any concerns that still may linger, as well as to listen to any suggestions the consumer may have on how the dealership can improve its customer service. 

*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. ↩