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:03/20/2025

  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 take the vehicle in for repair. The reason for the repair is for a check engine light and it could be due to the repair that they did last week. But I take the car in for repair. I show him exactly where the issue may be caused and I show him codes to the issue. About three hours later, ****** ******* the service advisor tells me that there was a rat issue and then I asked him to show me exactly where. He then shows me that the high-pressure gas valve which has a foam piece protecting it was torn off. He also shows me that theres a wire cut. I told him this is impossible I have photos of before the service and I have video of ****** and me opening the hood of the vehicle to inspect the engine. If there was the supposed rat issue, we would have seen the obvious foam pieces scattered throughout the engine alongside the foam piece being torn off while ****** and me inspected the engine. I also have photos of before and after the service. None of those parts were torn or cut before the repair. One of the maintenance crew members who was working on the vehicle, showed me a photo time stamped 3:50 and one of the managers told me Are you telling me we have a rat here? I answered i dont have a rat at home. I need them to update the vehicles computer and repair my vehicle with the damages they caused. I cant stress this enough but i have dashcam proof and photos of these items not being damaged. The photos are attached with before and after images of the service. You can also see the image of us looking at the engine before they take it in for repair. I also have a video of ****** and me looking at the engine but i am unable to upload.

  Business Response

  Date: 03/21/2025

    To Whom It May Concern,
  
  
  I am writing in response to complaint #******** regarding *** ********* vehicle.
  
  
  On February 4, 2025, *** ******* brought his vehicle in for a check engine light. Our diagnosis revealed code *****, indicating an issue with the purge valve. The necessary repairs were completed that same day with a new purge valve installed. We confirmed the absence of any further codes, ensuring the vehicle was running according to factory standards before *** ******* left our dealership. On February 5, 2025, our records also indicate that there were no codes present.
  
  
  However, on February 16th and 17th, the check engine light reappeared, this time presenting codes ***** and *****, related to the pressure sensor circuit. As detailed in the attached documentation and photographs, these subsequent issues were a direct result of rodent damage. The pictures clearly show foam debris scattered across the intake manifold, animal hair throughout the engine compartment, and animal feces, indicating prolonged rodent activity within the engine bay.
  
  
  At Dana Ford Lincoln, we frequently encounter such cases of animal-related damage. Typically, customers address these repairs through their insurance coverage, as they are not classified as warranty issues. When we brought this to *** ********* attention, he became defensive and verbally abusive towards our staff, accusing them of causing the damage. Despite our attempts to explain that the current check engine light was unrelated to the initial purge valve repair, he remained unconvinced. *** ******* threatened legal action and vowed to contact the Better Business Bureau if his concerns were not addressed. Upon retrieving his vehicle, he continued to be verbally abusive and create a scene.
  
  
  Please note that our priority is always to assist our customers and provide the highest level of customer service. The attached photographs and diagnostic reports substantiate our assessment that the damage to *** ********* vehicle was caused by rodent activity under the hood, and was not related to the original repair.
  
  
  Thanks,
  *****

  Customer Answer

  Date: 04/01/2025

  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:

  What *****, the service manager isn't understanding, is that ****** and I clearly took a look at the engine before taking it in for service that day. We opened the hood, took a look at the engine for about 2-4 minutes before closing it. Any visible defects on that wire and fuel pump would have been evident from the start when we were looking at it. That being said, the "rat" problem is either in your dealership or the "rat" has 2 hands and 2 feet. I have attached the image that shows ****** and I standing directly on the side where the "rat" cut the wire to the Manifold sensor. Would have been clearly visible from where he was standing. I would also like to point out, the vehicle was sitting outside for about 3 hours and the photos taken by the tech were taken at 3:50ish pm, over 3 hours since the time I brought it in.

   

   

   

   

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

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

  Business Response

  Date: 04/25/2025

   

  I understand the customers frustration with the  response and behavior. It's important to maintain a professional demeanor, and the customer's language is inappropriate.
  
  
  As mentioned,  previous communication clearly documented the repairs performed on the vehicle and the subsequent findings upon its return. You accurately identified the likely cause of the dashboard lights as rodent or animal damage, supported by photographic evidence. **** also followed standard procedure by advising the customer to contact their insurance provider for potential coverage of such damage, which is a common occurrence.
  
  
  Referring to customers in a derogatory manner like "2 legged rats with 2 arms" is unprofessional and should not be part of any explanation regarding vehicle issues. It's essential that all communication remains respectful and focused on the facts of the inspection and findings.
  
  
  Moving forward, it would be best to reiterate the factual findings, supported by the documentation and photographs, in a calm and professional manner. Avoid engaging with the customer's aggressive language and focus on the technical assessment of the vehicle. If the customer continues to be aggressive or refuses to accept the findings, it might be necessary to involve a supervisor or explore other options for resolution in line with company policy.

• Initial Complaint

  Date:03/11/2025

  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.

  Purchased a 2023 F150 lightning last year. Two issues occurred and cannot be resolved as dealership is not returning calls, never let's me talk to anyone with any authority, and generally is just dodging the issues. Issue 1: Dealer removed ****** fordpass points from my account a few days after purchase by "purchasing on my behalf" a maintenance plan from themselves that I cannot use, is not applicable to EV and generally no one authorized them to do this. After weeks of telling me how they'll resolve it, they just stopped answering calls and returning messages.Issue2: Dealership did not provide IRS tax forms for the clean energy credit. After requesting the forms, they once again started to "take messages" and not calling back. This is a potentially $7500 dollar issue + any penalties that *** may impose if this is not resolved. This isssue is also preventing me from filing taxes alltogether.

  Customer Answer

  Date: 04/05/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Dana Ford Lincoln regarding complaint ID ********.
  
  Sincerely,
  
  ******* ***********
  

  Business Response

  Date: 04/10/2025

  I apologize I have added ***** points to your fordpass account. when you purchased the vehicle you applied the 7500 tax credit to the rebbates on the transaction

  Customer Answer

  Date: 04/12/2025

  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:

  The business is claiming that they have added ****** points back to the account, no such transaction exists when checking my FordPass account. 
  

   

   

   

   

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

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

  Business Response

  Date: 04/25/2025

  ***** points added to fordpass ********** effective 04/25/2025

• Initial Complaint

  Date:10/04/2024

  Type:Sales and Advertising 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.

  Hi. I turned in my leased car to **** Lincoln Motors. Supposedly they had an outside company check my car and they found a crack in a taillight. They want to charge me ***** for. My car when turned in had ****** miles in pristine condition. My account number ******** with ********************. The car I returned a 2021 nautilus. Whatever they found was not on my watch. I have pictures of my car from my security camera that says otherwise. They are trying to pull a fast one on me. Please help as I was not present for this so called inspection

  Customer Answer

  Date: 10/04/2024

  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:08/16/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 brought our car in for a scheduled brake job on 8/8/24. We thought we were doing well when we were told it only needed rear brakes right now. The car has approximately 34K miles. I was there for hours waiting for my car. The next day, Friday, as we were doing some local street driving I started hearing a clicking noise. This ruined our entire weekend. we couldn't take our car away for the weekend and had to use my wife's car which is a lease and she is trying to keep her milage down. I had to go back to the dealership on Monday. my wife made three calls asking to speak to the service manager and no one ever called her back. All day long. At one point someone in service actually told her the manager would call her right back. It is literally a joke. I found out the the Rotors were defective they had put in my car. Defective parts. A $700 brake job at a dealership and we had defective parts. How dare they really? On top of that they won't call people back because they don't want to hear it. Of course. Its so obvious. They do everything to avoid a customer. We have experienced this a few times in the past and had to climb the ladder to the **** corporate offices. Someone in **** Corporate told me she was going to call over there a couple of days ago and the manager still didn't call us back. Unbelievable. It doesn't even occur to them to offer any type of compensation, never mind even calling anyone back. three times people call to ask for a manager to complain yet they have the nerve to call u s on our cell and home number asking how it went. Guess they didn't get that memo.

  Customer Answer

  Date: 09/09/2024

  At this time, I have been contacted directly by Dana Ford Lincoln regarding complaint ID ********, however my complaint has NOT been resolved  

  I have as told weeks ago already that someone locally was supposed to be submitting a claim to manufacturing in regard to damaged parts that are put on my car.     this is still pending  I am not sure whats holding it up or why corporate is not responding site they on this   
  please resubmit  

   

   

   

   

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

  Sincerely,

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

  Business Response

  Date: 03/28/2025

  There is no excuse for the lack of follow up I want to say I am truly sorry for the inconvenience you experienced

  Customer Answer

  Date: 04/01/2025

  I am not sure what kind of response that was. What does it mean?  They haven’t contacted me recently. No one has. 
  someone there, a service manager was supposed to submit a claim for us to Ford in regards to defective parts. Late last summer!!  Nothing ever came of that. 
  
  
  
  
   
  

• Initial Complaint

  Date:07/29/2024

  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.

  They performed a recall issue; car was fine with only 16k miles on it. They recalibrated body and powertrain control module. This recall would stop battery from draining and stalling at slow speeds. next time used, car went dead after 5 minutes of driving. They refused to fix it, pick it up and worker actually said they did not work on the car, only did recall. Car was fine before they worked on it. The service van made a house call, this is all on video with Ring Camera. THE CAR IS A 2021 BRONCO WITH ONLY 16K MILES ON IT, the car had NO ISSUES before they touched it. I had to tow it and repair it at my expense. I spent 490 dollars plus UBERS back and forth.

  Business Response

  Date: 03/28/2025

  The recall and the repair are not connected if you would like we would be more than happy to ford the paid repair to ford motor company and ask for assistance

• Initial Complaint

  Date:04/26/2024

  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.

  I purchased a 2020 Lincoln Navigator on March of 2021. The vehicle has been having extensive issues with the transmission & electrical systems. The truck has been into service more times than I can count for the same issues & continuously keeps happening. I have personally reached out to Lincoln corporate about the ongoing issues & how they continue to occur. They have worked on the car more times than I can count said its fixed but continues to happen. At this time the vehicle is not safe to drive with the problems it continues to have. I paid $148,000 for a vehicle Im not safe in. I asked them to either do a buyback or replace the vehicle but they insist I keep bringing it back to be serviced. I have been in and out of service way too many times already for this vehicle for the amount of time I owned it. They also had the car for just under 5 months trying to fix it before I got it back just for it to have the same problem again a few days later just to have it laid up a few more months. I request that BBB assist in taking action in helping come to an amicable conclusion. I have already lost tens of thousands dealing with the vehicle due to missed appointments from breakdowns all the time. Its not fair that Im paying over a hundred thousand for a vehicle that is not reliable 90% of the time . Please assist me in having them replace the vehicle or reimbursing me for the amount I have already paid towards the vehicle so me and my family can be safe. At this time the vehicle is so unreliable I cant take the risk of driving it without putting me or my loved one at risk of serious injury or god forbid death due to an accident. I have provided documentation of when servoce was done. It dont show how each time they would have the car for weeks or months at a time. Thank you for your ***************** on the matter

  Business Response

  Date: 03/28/2025

  I am so sorry for the inconvenience please contact lincoln and request a buyback we will try to support your request by provinding lincoln with your service history

• Initial Complaint

  Date:03/14/2024

  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.

  Bought a car with faulty breaks and my daughter hit another car due the brakes not working. They told me they did could not help but yet changed the brakes we had to tow the car ourselves and continue going there to make sure the problem was addressed.no money back for damages incurred

  Business Response

  Date: 03/15/2024

   

  Vehicle came into service for a brake concern, we have 4 different technicians drive the vehicle to see if we could duplicate the concern. The customer took a ride with a technician and then the customer said you have to do *****  to feel the vibration noise . We don't drive customer vehicles at  ***** in addition we replace the rear pads and rotors on the vehicle. There was never a brake failure with the vehicle just a vibration in the rear of the vehicle. When driving the vehicle under normal conditions you cant feel nothing. The customer said his daughter hit another vehicle in the rear and after our testing the brake system for failures nothing showed up. There is no brake failure in the vehicle.  

• Initial Complaint

  Date:03/04/2024

  Type:Sales and Advertising 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 January 2, 2024 I paid $500 deposit (with fee ******) to purchase a new truck but cancelled it within 24hrs since I wanted to keep my existing leased truck ( lease buy out). Finance manager agreed to refund me the deposit (confirmed in person with a hand shake) and as well as sales rep via text massages. Two months later I still have not got my refund. I have been chasing sales rep and finance department with no luck. Dealer - ***************** in **************Sales ********************************* Finance coordinator- ****

  Customer Answer

  Date: 03/29/2024

  At this time, I have been contacted directly by Dana Ford Lincoln regarding complaint ID ********, however my complaint has NOT been resolved because:

  [I did not get my initial $500 deposit back. They have tricked me and applied my deposit towards my next purchase without my approval or notifying. Infact I was told that i will be getting my deposit back in 4-8 weeks. I won't get this deposit back since I have already singed the sales agreement]. 

   

   

   

   

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

  Sincerely,

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

  Business Response

  Date: 04/10/2025

  your deposit was used when you purchased the vehicle

• Initial Complaint

  Date:01/22/2024

  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.

  Leased a new vehicle from **** Lincoln in September of 2023. Manager and salesman were aware of some damage that happen during transportation of vehicle and promised me they would order parts and have them replaced within a week. Its been almost 5 months now and they are still giving me the runaround about the parts. They also lied to me about doing an oil change and they never did. I will never lease from this dealership again!

  Customer Answer

  Date: 02/05/2024

  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:12/19/2023

  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.

  I went into the dealership to purchase a car, they asked me to come back the next day because it was late and they couldn't get the vehicle "inspected". They asked me to leave a deposit for the vehicle since they couldn't guaranteed me that it wasn't going to be sold within the next hour or early morning.. I refused because I wanted to see numbers, I wanted to see if the vehicle was even a possibility. The sales guy said, well the finance people are gone but let me ask my boss, he came back and said that they will show me numbers if I left a deposit. The car was for my father so I agreed, I left $500. He took my payment and never gave me numbers, he apologized by saying that the banks were closed, but promised my money was going to be refunded early next day. Next day comes, they couldn't find a bank to give me the loan with the terms I wanted, I asked for them to process my refund and the finance guy said he needed a copy of my card. I didn't have access to my card, but later that night I emailed it to the people who he told me to email, this was on a Wednesday night, I waited and nothing was processed. I called on Saturday to inquire and nothing was done, it's not Monday and I'm still out of $500. I haven't heard back from anyone. It's the holidays and I can't be throwing away $500, specially when we need the money to purchase a car.

  Business Response

  Date: 04/10/2025

  We cannot refund credit card without a copy of the card. Thank you