ComplaintsforHassett of Wantagh

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I believe the attached letter addresses the concerns and issues we've been experiencing with our 2020 Lincoln Aviator with more specificity, but to summarize:-Since first leasing the vehicle, we've experienced SIGNIFICANT safety issues. To name a few -- unwarranted flashing warnings/alerts about an impending crash, being locked in AND out of the car, faulty navigation system, windows opening and closing on its own, inability to lock/unlock the car, dashboard shutting off without warning, etc.-The above-referenced safety issues have resulted in our vehicle being serviced on SIX separate occasions and for multiple days/weeks at a time. Hassett failed to fix most of these issues which are still occurring as of today. For example, Hassett recently returned our vehicle after having it for over a week. They claimed to have fixed the issues. However, the very day the vehicle was return to us, the *** and dashboard malfunctioned yet again. -Simply put, we've been unable to enjoy a vehicle that we are paying nearly $700 a month for. IN addition, the vehicle has caused us so much anxiety and stress and Hassett has not corrected most of the safety issues we've been experiencing.

  Business response

  05/02/2022

  General Manager spoke to customer ******. Explained that dealership is a privately owned and operated retail store and does not have jurisdiction over the buyback or lemon law process. This process is strictly regulated, controlled and approved by the manufacturer only.  Advised customer to continue to pursue buyback through Lincoln ************* directly.  As the selling dealer, we will help execute and provide customer assistance with this process. Customer requested her repair history as well as another appointment in which we will provide by close of business today. Currently the customer is experiencing two issues with the vehicle:

  1- Key-less entry intermittently does not work

  2- Navigation system shows incorrect location intermittently.  

  We will be scheduling a service appointment with the customer for May 6th with a loaner car. given these two concerns are intermittent, We would request the customer to come in with the vehicle and go through the specific issues with our service manager *************************** ** person. We will make every attempt to duplicate the concerns and repair the two issues. 

• Initial Complaint

  02/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I traded in my 2020 ****** outback limited to upgrade to a ****** 2022 Touring model The salesman lied to me from the beginning telling me the car will be here around the 12th of January and telling me the car is coming from ***** at which I didn't get info the car came in around the 19th and No outbacks in ******* are made outside of America I know for a fact Now getting to the real problem I picked up my car January 22nd on a Saturday I drove about a mile and knew I had a braking problem with the car I didn't go right back to them but called them a day or two later and they made an appointment for me to bring it in so I brought it in on the 25th 91 miles on it and they claim they ran some test and bleed the brakes and found nothing so I got into the car and drove off again same thing I find the brakes have a problem let me say this I've worked on my own cars for years doing timing belts removing and installing new valves clutches calipers wheel cylinders bleeding brakes and more I know what a brake problem is I had the 2020 ****** outback which was perfect but this car has a brake problem they know it I did visited another ****** dealer and they said they won't work on it because they started the work they said bring it back to them I called another and they said they wouldn't work on it either and to bring it back to them original seller and service they also said NY has a 3 strike lemon law so I brought it back without a work order and test drove it with the service manager and mechanic and they let me drive another 2022 outback which was a smooth braking car so I had a appointment but didn't feel well and I called them for a rescheduled and they are telling me 3 weeks out for a brand new car bought from them this car should be the first to be seen $42,000 and they treat you like second class questioning me to see if I have remorse on the car the only remorse I have is getting a car with a braking problem from the getgo and having to have them servicing my car

  Business response

  02/18/2022

  Good Evening,

  As you know, vehicle shortages and shipping delays are affecting delivery estimates to dealers. We as a dealer are subject to customers ordered vehicles to be delayed and have very little control over exact delivery timing to us. In addition, after being made aware of ************************ concern after delivery, we immediately scheduled a service appointment to bring the vehicle in for diagnosis. Upon inspection, there was no manufacturer defect found, and brake system was operating as designed. Furthermore we invited ******************** into our our dealership for a test drive with the technician as well as a test drive in a like vehicle. Upon completion of this test drive, ********************, **************, as well as the service manager ****, agreed both vehicles were operating correctly according to manufacturer specs. ******************* took his vehicle back, without any further service or inquiry indicating his satisfaction to our service manager. Given ************************ vehicle is operating as designed, according to ******* any further concerns must be addressed directly to the manufacturer. 

  Customer response

  02/22/2022

  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:

  The problem still exist it's the same as the day I drove off with it in it's first mile I noticed a brake problem I didn't turn around and bring it right back because I had other obligations like I said I have owned a 2020 same model car and had no problems with it except a dying battery I had drove another ****** outback before buying my 2020 it was a loaner car of there's and it had no problems that was my reason of buying a ****** outback but like I said I noticed a braking problem driving one mile away it's there I feel it 90% of the time I brought the car in for my appointment the service had me in there for ***** minutes and I believe they said they bleed the brakes and did a diagnostics test all in that time and I find that hard to believe I also found grease on my console and ask the manager if it were transmission fluid and he said no it's oil I'm wondering how did he no right off the bat it was oil wondering if they put that there I had another appointment today to bring it into service but couldn't make it, I tried two other dealers even it being brand new and under warranty they said they wouldn't look at it and said bring it back to where it was first serviced I called ****** of ******* and they gave me a case number for when I see service again so it will travel with services on it I really hate to have my car left with these people even though they offer a loaner and just to make it clear again I've been on a ****** outback forum for a few years and put up the problems I'm having right after I bought this car here's my first post on it and it's dated   Discussion Starter  #1  Jan 22, 2022

  
  Just picked up my new 2022 outback touring, traded in my 2020 limited
  
  I find that the brakes feel different on this like there's a gap of air before it brake's I was thinking to ask here first before talking to the dealer it feels like an air pocket like if it weren't bleed right does anyone else have this ?  *****************************

  
  
  
  
  
  
   
  

• Initial Complaint

  11/19/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In 2020 reservations opened up for the new **** bronco. I was one of the first to order the first edition 2 door bronco directly form ****. I completed all the required paperwork along with an official deposit. My order was submitted officially to Hassett as they are the closest dealership to my zip code, i was in Constant contact with **** confirming everything. A year of waiting finally **** built my vehicle i received confirmation from the factory along with the dealership. The final notice i received form **** was the vehicle would he delivered mid October to the dealer, i reached out to **** and was told he was on vacation but the car had not Landed and when it did he would call Me. A month goes by, still says the car didnt arrive, i do my due diligence and run a Carfax and what do i find, the vehicle in fact was delivered to the dealer and sold to someone else. After finding This i emailed **** again was told too bad you didnt actually have an order, which is funny because i have paperwork from **** and them confirming my order along with reservation, order and shipping information. I will be filing a lawsuit against this dealership, as the average value of a bronco first edition are valued in excess of *******USD. The fact they sold my official order without my consent on a car they would of never had is not legal.

  Business response

  11/20/2021

  Ford ************* in an effort to draw attention and potential sales of the new Bronco created a reservation process.  Potential customers were invited to go online to Ford ************* and place a reservation with a $100 deposit.  The website gave an individual the ability to spec out a Bronco and time stamp a place in line should they want to convert their reservation into an order with a dealership. The reservation process generated hundreds of prospects for our dealership who were interested in a Bronco, but was not a commitment to purchase or the ability to order a Bronco.  Despite emails from Ford ************* and an email from Hassett on March 11 2021 indicating the next steps to place an actual order, *************** never ordered a Bronco with Hassett. He never contacted us with an intent to order/purchase a vehicle. He did not sign a buyers order with an intent to purchase.  There was no agreement on equipment, color, model, or more importantly market pricing with Hassett. ****************, does not posses nor does he have a contractual agreement with Hassett, inclusive of a required ****** dealership deposit, therefore the vehicle in question was never actually his. 

  Customer response

  11/21/2021

  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: 

   Please see attached complaint copies. As you can see the dealership is once again lying. As documents show, original order was placed with **** directly. Once confirmed everything was sent to  hassett on my behalf. Was in direct contact with **** and the dealer to confirm everything. Even confirmed with sales person the date it would be at the dealership. My deposit was sent to hassett from ****. They confirmed this as well, the dealership found a buyer willing to pay more. The agreement they have with **** is they cannot charge over the suggested retail price on direct orders so they sold it to someone else to get premium. This dealership is known for this scam tactic.i will wall be contacting the media. Ive also been in contact with **** they as well confirmed it was my order, it had my name on it. And I never order the car the dealership would of never had the car to sell. More of a reason to show it was my vehicle.

   

   

  
  

• Initial Complaint

  11/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was damaged during a repair other facility. Ive been trying to get this resolved since 9-11-2021. I have sent multiple emails to the service manager to get this resolved with little to no response. Per the request, I went out to an outside facility to get a quote. They still have not Addressed or paid out for the repair

  Business response

  11/18/2021

  THE SERVICE MANAGER HAS SPOKEN TO THE CUSTOMER AND THE VEHICLE HAS BEEN SCHEDULED FOR REPAIR AT NO CHARGE TO THE CUSTOMER.

*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. ↩