Complaints

This profile includes complaints for Ford Lincoln of Queens's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Ford Lincoln of Queens

  13940 Queens Blvd Jamaica, NY 11435-2926

• 

  Ford Lincoln of Queens

  92-12 172nd Street Jamaica, NY 11433

• 

  Queens Boulevard Lincoln Mercury, Inc. (Jamaica)

  13903 Queens Blvd Jamaica, NY 11435-2925

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:05/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 July 29th, 2021, I purchased a new 2021 Lincoln Corsair at ****** **** for $61,225.16. Lincoln promised the vehicle was new and free of mechanical issues. Within the first 2 weeks, I noticed that the vehicle was retaining a lot of water in the trunk door after car washes or during rainy weather. Lincoln turned me away and stated there was no visible issue, however a mechanic confirmed I had a transmission cover leak which needed repair. August 2021, the vehicle failed inspection by the Taxi and ******************** for a faulty arm control, again Lincoln stated nothing was wrong. On July 3rd, 2023, the engine light turned on, and the vehicle started emitting smoke before shutting off. I contacted ****** ***** and a tow truck took the vehicle for inspection, confirming that the A/C compressor clutch burned and locked, causing concern and damage to the belt. Additionally, the vehicle had a persistent smell that couldn't be located despite consistent detailed cleanings and regular car washes. I decided to take the vehicle to ******************* in the *****, where they kept it for 2 weeks and again stated that nothing was found, mentioning that they were not equipped to search for leaks, despite the vehicle being visibly flooded. Multiple visits to Lincoln dealerships resulted in being turned away without a resolution. Finally, I took it to the Lincoln ************ center and got an appointment for service within a week. The vehicle remained at the center for 3 weeks, and I was informed that the leak was coming from the rear D panels. Two days after receiving the car, I started smelling transmission oil from the vent. I took it back to the service center, where the car remained for another 2 weeks. A mechanic stated I had a transmission cover leak, requiring the same repair as when it was first purchased. I've been losing roughly $300 a day from being unable to work as a TLC driver, and I have not been able to provide for my family which has caused a great financial hardship

• Initial Complaint

  Date:01/18/2024

  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.

  Bought a new 2019 **** Edge from the dealer. Car has been in for transmission repairs 4 times. Transmission bangs when I stop. Each time the car was there for a month plus. When I get the car back it has the same issue. Statement of Warranty repairs had nothing to do with my concerns. Transmission can not be repair and **** will not replace the transmission. Takes a month to get your car in for service and over a month to get it back. I was told to bring the car back to the dealer for service

  Business Response

  Date: 01/25/2024

  I investigated ************** claim, and reviewed the repair orders when his vehicle was in for service. Each visit a **** *************** Technician followed the specific directions provided by **** Motor Company to diagnose and repair the vehicle. This is a requirement for all warranty repairs.Our records show that his vehicle was last in for service in August of 2023 and a follow-up appointment has not been made. We will continue to provide warranty repairs on service provided by our dealership, but it is not the decision of the dealership to determine whether to repair or replace a transmission, it is the decision of **** Motor Company who responsible for payment of the warranty repairs.

  We are sympathetic to ************** frustrations that the repairs were not done to his satisfaction, but we will continue to our best to accommodate ************** with a loaner vehicle as we have each time he has been in for service.We will also provide pickup and delivery if he would like. It is possible that at this juncture **** Motor Company may approve a new transmission, but this can only be determined if his vehicle is brought back in to be reevaluated.

  Sincerely,

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

• Initial Complaint

  Date:05/01/2023

  Type:Service or Repair 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.

  On March 3rd 2023 I purchased a 2015 Jeep Grand Cherokee from Ford Lincoln of Queens Boulevard. Four days later the check engine light illuminated and begin to vibrate heavily. I notified the dealer who gave me a March 21, 2023 appointment to drop off the vehicle for service. The day of March 21st I rescheduled for March 28th due to work. On March 28th approximately 730 am dropped off the vehicle for service. One week later after not hearing from the dealer I called my service advisor ***********************. She then told me the vehicle was sent to a *************, ** location to see a specialist. On April 13th after not hearing from the service advisor I then decided to go to the dealer and speak to the salesperson *********************** and explain my situation to him. ****************** called the service department who told him parts were ordered for my vehicle. I explained to ****************** that I was already over a $1000 into rental fees if there was something he could do for me as far as a loaner car. He said there was nothing he could do for me and to speak to the service department about that. On April 13th later that day approximately 6:15 PM the service advisor *********************** called me to tell me they changed parts on the vehicle but it was still vibrating. I asked her to give me a time frame but she said she did not know and that the vehicle needed further tests. I then asked her about a loaner car and explained to her that I was spending a lot of money on rental fees and she said there was none available. She then said a manager will call me. It is now April 28th and I have not heard from the dealer or anyone else since April 13th, 2023 regarding the status of the vehicle. I am asking that someone please assist me with getting my down payment of $5500 refunded, and my rental fees totalling approximately $1600. Thank you.

  Business Response

  Date: 05/18/2023

  I was made aware of this problem after receiving the first BBB notice. After speaking with my staff I was informed that **************** understood that his vehicle was being sent directly to Jeep to get it repaired properly. The Jeep is at ********************* in *********, but we did not have control over their scheduling. We are scheduled to receive the car back from Jeep on Monday and contacted *************** today. After speaking with him, we have been advised by *************** that he does not want the car back. Its very unfortunate that this problem occurred and we understand his position. I will need an official notice from **************** requesting that the deal be cancelled and I will have his loan paid off in full and his money down returned. **************** should be in possession of the title. It was issued on 3/27 by the *** DMV. 

  Customer Answer

  Date: 05/19/2023

  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:

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

   

  Good afternoon *************. In regards to Ford Lincoln Of Queens  Blvd agreeing to refund me my down payment and pay off loan. Is there any way I can recoup the $1500 I spent in rental fees since March 28,2023 when they took possession of the 2015 Jeep Grand Cherokee for repair? 

  
  

  A service writer for the dealer just called me yesterday (May 18, 2023)  and asked me if I wanted a loaner car. I told him, no thank you. 

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 05/19/2023

  I understand that **************** would like his rental fees reimbursed, but rental reimbursement or a loaner is not an obligation of a dealership while a car is in for service. Our obligation is only to provide a full refund if the length of repair falls within the Lemon Law Guidelines. We made efforts in good faith to repair the vehicle properly, but had constraints due to the vehicle being a Jeep, and we are a **** dealership. I am sympathetic with what **************** experienced and am willing to offer $500.00 as a gesture of goodwill. If **************** decides to keep the repaired Jeep upon satisfactory inspection of repair, I will offer $1,500 plus a 2 year mechanical warranty.

   

  Customer Answer

  Date: 06/05/2023

  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.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/24/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased a 21 ECOSport on 4/23/21 down payment of **** 700+credit score & financing offer from my credit provider Capital One.24th the wrench popup &I got apowertrain malfunctionnotification on my phone.*********************** dealer installed and set up the app day of purchaseI brought the car back and told ****** Im not comfortable with the car.The wrench would pop up and then disappear;he said its a new car take it to ****************.I called and was given a date 5/19/21 and was also given a rental.I pick the car up on 5/25/21 they told me it was a code issue they had recoded the car.The wrench popping up continued and then I end up with more issues whenI reverse the car made a loudhammer hitting metal sound&that also occurred sporadically. Jerkinglike the car about to stall when I take my foot off the brakes and press gas they said its the autostart.The steelingshake when I hit 50 on the highway, got the car aligned it continued.Theradio *********** counting down but no music from speakers.So I brought the car in & asked for a rental was told unavailable. It was parked2wks then lead transmission mechanic took it to his home in ** &back to Qns saying the car is good they cant duplicate the hammer sound. I told them it happens sporadically. ******* later waiting at a stop light the car stopped No music nothing silent freaking out I had to press the button to START BACK the car. I contacted the dealer and he advised me to contact **** claims Rep ************************* said they need to contact **** Hotline to assist them with figuring out whats going on with the car.I went & said what happened, I asked for a rental and again was denied. Circled by the mechanics they asked if I had touches the power button I felt insulted but i answered hands in my lap.Couple hrs later I got a text sayin car was ready.I got in contact with the rep who informed me they had rentals but purposely refused me she heard a lady say it &******* ********** service mgr told her hes not callin Hotline.

• Initial Complaint

  Date:10/18/2022

  Type:Service or Repair 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.

  I made an appointment for my 2020 **** Explorer to get fixed after several lights on the dash came on. Got to the appointment 9/20/22 to give my car the advisor tells me I will need to leave the car they are completely backed up and cannot see my car for a few days. This was never communicated to me when I made the appointment. I asked for a loaner she said sorry but we do not have any until the following week. I said why did no one tell me this. Her response was I'm sorry but you will have to reschedule. I went inside to reschedule and asked for a loaner car. I was give a new appointment for 9/29/22 7am before I have to go to work 8am. I get to the dealer to drop off my car now for the new appointment get a loaner and the person tells me oh you will need to put gas in the car it is on empty. I said this is crazy I have to be at work at 8am. Response was I'm sorry.Left the dealer got gas went to work late. This was Thursday 9/29/22. Monday 10/3/22 on my day off I called the dealer for a status on my car and was told that my service advisor was off and they could not give me an update. I asked for a manager to call me back and no one did. Several hours later I called again and was then told the manager is not at the desk, the advisor and technician is off and they cannot update me they will call me back Tuesday.Tuesday morning I get a call saying my car is ready and has been ready since Saturday but no one called to to tell me this.Now I'm paying **** $430 a month for a lease. I had a trip planned between the first appointment and the rescheduled second appointment with my family that I now had to go rent a van $2000 because I couldn't use my suv that I pay **** monthly for. I submitted all documents for my rental expense due to **** lack of service and horrible service. Now I'm being told that I can only be reimbursed $135. Doesn't even equal my lease payments of $430 monthly.

  Business Response

  Date: 11/02/2022

  I am sympathetic for the issues *************** had with his experience at our dealership, but our dealership is not obligated by ****************** to provide a loaner vehicle, nor is the dealership responsible for the cost of a customers vehicle while it needs repairs. There are so many variables that affect loaner availability and the timeliness of vehicle repairs. We provide loaners as a courtesy and do our best to mitigate circumstances that affect the customers experience. Regarding the expense of the rental, it is unfortunate we did not have a vehicle available when he would have liked. I will honor the offer from my employee to give reimburse *************** $135.00 as a gesture of goodwill, but cannot be expected to reimburse the expense of a 9 passenger van for a vacation.   

  Customer Answer

  Date: 11/29/2022

  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 have not received any compensation or any phone calls from the company in regards to the claim. 

  
  I also find it ridiculous that they are only offering me one hundred dollars and change for there mess up. I should be reimbursed at least my $430 monthly lease payment since I couldn't use my car that I pay them for and they were unable to fix it as scheduled. There communication sucked and I'm being offered that compensation.

  
  Not to mention no one even reached out to me from **** and I keep having to call them for follow up and no one seems to be able to help me.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 01/03/2023

  I have to refer back to my prior statement. A loaner vehicle is a courtesy, not an obligation of the dealership. There also is no guaranty by the dealership or manufacturer that a person will be reimbursed for the time their vehicle is in for service. Vehicles break down for various reasons, and we can only repair them as our shop capacity is available to do so. I am sympathetic to ******************** situation, but cannot be held to this unreasonable standard. I am still willing to honor my employees original offer of goodwill. Please let me know if I should process a release and payment.

  Customer Answer

  Date: 01/05/2023

  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.
  

  Hi, it is what it is. I have learned now to never lease another vehicle from **** and never recommend **** to anyone. Please have them issue the agreed amount. I am tired of calling **** for the refund and still have not gotten any response back and its now January 5th, 2023. I would like the money promised.

   

  
  Sincerely,
  
  *****************************