ComplaintsforBowling Green Lincoln Auto Sales

• Initial Complaint

  01/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been battling BGLM for going on two years now over an accident repair that was never correct, that according to our paperwork is under their warranty. It was also under manufacturer warranty at the time. Along with a multitude of other issues that at one point I was told my broken heated seat could wait since it wasn't cold out. Correct, but why should I have to be inconvenienced again just because "it isn't cold out, come back when it's cold". Little did I know then our car would be back and live there for months at a time. At this time our car is sitting in our driveway unable to be driven because the back hatch will not close. While inspecting why it wouldn't close we noticed two different sizes and types of brackets were used in the repair. It was to be completely new. This could possibly be one reason why it doesn't line up and will not close. The service managers response was probably the way I drive it. How hard do you have to drive a car to misalign the back hatch? I drive less than 2 country miles to work as an elementary secretary. The rear defrost doesn't work either and I was told it just needed to be hooked up from when they installed it. Well, you guessed it...I had to return to get it "hooked up" and now all of a sudden it needs replaced with a price tag of over $1500. Unfortunately I do not have that. We are questioning if it was even replaced in the original repair when the entire back hatch was to be replaced? What are our next steps? We are being penalized for something totally out of our control that we are not at fault for and now neither the service manager or even the owner of the company will return a phone call and refuse to speak to us. This back hatch issue is just one of MANY of our problems. We have had to take it to another dealership to take care of something as simple as a key fob BGLM couldn't figure out and a local service shop for some engine issues they never resolved.

  Customer response

  01/14/2022

  Since filing this complaint, we have taken the car to an independent mechanic and a body shop. It is now January 14, 2022 (2.5 years since the initial repair and accident) and I am without a car yet again because it is now sitting at the body shop and they are trying to figure out how to fix the horrible, pieced-together job that BG Lincoln did. According to the body shop it is at now, said repairs were not made correctly and they are unsure if they can even be repaired. Although I cannot prove it but it seems that I have been driving around without brake lights due to the faulty tailgate that we have been battling since the beginning. This is just the tip of the iceberg as they are now digging into the car.
  Not only are the issues cosmetically and mechanically substandard, but they have put me and my family at risk every time we got into that car. There are missing pieces in several places where they were never replaced or repaired from the accident. In fact, pieces that were to be installed were left in our back seat. Parts that were to be replaced were only "repaired" and do not function correctly. It would be easy to place the blame on someone else, however, BGL is the only place we have had this car serviced other than oil changes and a faulty key fob battery that BGL "fixed" with the wrong size battery which in turn cost us $95 to have fixed at ******* **** in Findlay. Turns out having the wrong battery in a key fob will randomly set off the car alarm. It took another Lincoln dealer to tell us this. This has honestly been one of the most frustrating experiences we have ever had to deal with.

  Customer response

  02/07/2022

  ***Document Attached***
  It is now 2/7/22 and I am STILL WITHOUT my car. I am beyond frustrated. The new findings are that not only was my back hatch not repaired correctly after the accident that BGL will not stand behind, but we found out that there is a service bulletin issued for my 2016 MKC as well.
  I am uploading documentation to support our findings. I have included the service bill for the latest time it was at BGL in Aug. of 2021 including the original estimate and the insurance estimate from the original accident that was paid.
  Besides all of the trouble we are going through, I have not even been able to get a rental car unless it is at MY expense. Absolutely unbelievable. We can't even trade the vehicle in on something reliable because it's not in our possession and hasn't been since CHRISTMAS!
  See Attachment/File: ****** ******* ** *******

  Customer response

  02/07/2022

  I would also like to add that we have contacted another local Ford dealership (that our original salesperson transferred to) and was told by their service manager that this was a BGL issue that would need to be handled by them. After being told that we secured a lawyer since we are being discriminated by and being refused service by Bowling Green Lincoln as to no fault of our own. We would just like to have a reliable, working, safe, drivable car that we have been making payments on! I have made more payments on a car that has either sat in a body shop or service bay than in my driveway! The last thing we want to do is to drag this out even further by tying it up in a lawsuit. Thank you for all your investigating in this ****er.

  Customer response

  02/11/2022

  From: *** ******
  Date: Fri, Feb 11, 2022 at 1:49 PM
  Subject: Re: BBB Complaint Case# ******** ****************************
  To: Better Business Bureau
  
  
  Can you tell me if there has been any decision made on this complaint or where it stands? The complaint states last Friday (2/7/22) that they would be making their decision within 3 days but in true Bowling Green Lincoln fashion, we still have not heard a response.
  
  Thank you,
  
  **** and *** ******

  Customer response

  02/14/2022

  ***Document Attached***
  We were finally able to pick up our car on Friday, 2/11/22 from Wonderly Collision. They did the bare minimum repairs needed to make the car driveable. I am including the Ford issued bulletin and receipt. The body repairman warned us that because of the previous repairs from BGL not being correct, the repairs he made would probably not withstand daily driving due to the misalignment of the rear quarter-panel and other parts not functioning as they should. We are still without a rear defrost but the good news is our back brake light bar finally works for the first time since the accident. Please advise how to proceed with the complaint.
  See Attachment/File: *** ****** ************

  

  Business response

  02/22/2022

  ***Document Attached***
  
  See Attachment/File: ****** ****** ************

  Customer response

  02/24/2022

  February 24, 2022 and we have still not heard from Bowling Green Lincoln.

  

  Business response

  03/02/2022

  **** and *** ****** accident repair was the date of May 3, 2019.
  The ****** brought their Lincoln MKC back on June 24th, 2019 for a couple of minor issues that were repaired.
  On May 23, 2020 the ****** brought in the Lincoln MKC for a rear defrost issue which we fixed by repairing a loose tab. Once the tab was repaired the rear defrost worked
  Then over two years after the original repair the ****** brought in their Lincoln MKC on August 5, 2021 to repair the rear hatch that was not closing properly and also to look at the rear defrost.
  Bowling Green Lincoln Auto Sales gave all the repair information to the ****** insurance company (Auto Owners). Auto Owners refused any responsibility in fixing the liftgate two years after the original accident and repair that was completed over two years ago. Waiting over two years after a vehicle is repaired and claiming that new concern of liftgate not closing properly is not a concern related to original accident repair.
  ****** **** the Service Manager at Bowling Green Lincoln contacted Lincoln Motor Company to see if Lincoln Motor Company would agree to do a policy adjustment to repair the rear liftgate hatch as it was not covered under the ****** Extended Warranty coverage. Lincoln Motor Company was going to agree to pay for half the repair but wanted to call and talk to the ****** directly to get some more information. It is my understanding that Lincoln Motor Company placed several calls to *** ****** and none of the calls were returned. Lincoln Motor Company decided not to offer a policy adjustment on the repair due to no phone calls being returned by the ******.
  Bowling Green Lincoln Auto Sales offered **** and *** ****** a complimentary loaner vehicle while attempting to get Lincoln Motor Company to approve a policy adjustment to replace the rear glass. When ****** **** the Service Manager at Bowling Green Lincoln met **** ****** at the Bowling Green Lincoln Dealership to return their complementary loaner vehicle ****** **** explained to **** ****** that Lincoln Motor Company no longer was interested in doing any kind of Policy Adjustment because no one would return the calls to the ******. Upon learning this **** ****** became very upset using nasty, derogatory language and profanity and verbally berating ****** ****. At that point, **** ****** said he would never take his vehicle to Bowling Green Lincoln and both parties mutually agreed that it was best if Mr. ****** take his Lincoln MKC to another Lincoln Dealership.
  ****** **** informed Lincoln Motor Company, after Mr. ****** treated him so terribly, that Bowling Green Lincoln Auto Sales was not interested in working with the ****** on any future repairs. Lincoln Motor Company agreed with ****** **** and said they will advise the ****** to take any future repairs or issues to another Lincoln dealer.
  
  
  **** ********** *****
  
  ****** ****, Service Manager
  

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