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Complaint Details
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Initial Complaint
08/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
purchased a 2015 Chrysler 200 white, VIN #***************** from Franklin park used car on July 17,2024. They ran my credit I got the vehicle $0 down around $19,000 total with financing . As I test drove the car around the parking lot, I noticed no issues. I finalized my paper work my first car note was not due till August 2nd it weekly 120.00. The same day my engine light cut on by time I got home and the car started shaking very bad. I instantly notified my sales representative, ***** with used Franklin park and she told me to contact service in the morning. I called service the next following day July 18 and notified them what was going on. Itried to make an urgent appointment due to me work 30 minutes away from home and everyday & not having a car. They said I had to wait 2 weeks to get me in my appointment. So they set it for July29 to drop it off. So 2weeks no rental or anything. 2weeks come by I call July29 and tell them is a rental available for me to get in my car?They said they had no room and drop it off July30 they will get me in.However I call August5 they didn’t bother to reach out to me, I had to call to see what was going on they stated they replaced the engine . ******* stated that the service manager. And they have no ETA when it will be done. I call back end of week August 8th still them no update reaching out, they said my car will be ready August 9 for pickup .I picked it up the engine light was not on. It was still shaking so I’m assuming yall didn’t fix the problem. As soon as I got home my engine light cut on Instantly called Franklin park used car sales directed to service. I notified to speak with service manager ******* he was so confused he me he can’t get me in the same day I picked my vehicle up so I had to wait to August 6didn’t retrieve the vehicle till August 9By August10 vehicle was not drivable my engine light was than blinking rapidly. ******* told me to get my own car scanned .But not drivable .So I had to pay for Ubers no rentalBusiness response
08/12/2024
When ***** called about the vehicle not running correctly on July 18. It took two weeks to get an appointment because the customer required a loaner vehicle. Franklin Park furnished ***** a loaner vehicle when she dropped the car off for service. Because our shop was booked solid, we sent *****'s vehicle to another service repair shop to have the engine replaced. ***** dropped the vehicle off to Franklin Park again, on August 12, and her car is being sent back to other repair shop to fix. We have no loaners available on April 12, but will furnish one to her as soon as one is available. Franklin Park will call customer to give her an update as soon as we hear from the repair shop.
Customer response
08/12/2024
Complaint: ********
I am rejecting this response because:again, I have to come out of pocket for ubers, because no rentals is available. when you guys need to REPAIR CARS before they even get brought! I never been through anything like this . The customer service of the whole service department is TERRIBLE!
Sincerely,
***** *******Initial Complaint
06/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a lease that I've had since November 2022 that beginning in December 2023 the vehicle (2022 Lincoln Navigator with approx. 17k miles) randomly will die. Initial time was 12/24/23 this has continued now every 2-7 days until today 6/10/24 that I'm still having the same issue. The vehicle has been in the shop 10 times for 1 day to multiple days. The battery has been replaced, they have done a couple other things, and the problem still persists. Multiple times throughout this they don't have a rental car or don't give me a car the same size as what we have. We have 4 kids all in car seats and 2 adults and majority of the time I've been left with a car that will not fit my family with no resolution. They are still expecting my full payment every month but have no resolution to repair my car, let me out of my lease, or stop my payments until I have a working vehicle. In the last two weeks rather than again trying to fix the car Lincoln's solution now is to have the car jumped. The following dates the car has been dead in the morning: 5/22, 5/24, 5/26, 5/30, 6/3, and 6/10 and again today call Concierge. They will jump the car and in 2-7 days it will die again. Over and over for now going on 7 months.Business response
06/11/2024
*********************** purchased a 2022 Lincoln Navigator from Franklin Park Lincoln on November 5th of 2022. ****** has had on going problems with her vehicle not starting. This began on January 12, 2024. ****** had the vehicle brought in for service. Franklin Park Lincoln found the battery would not hold a charge, and replaced it at no charge to ******. On January 19th the replacement battery was found defective and replaced at no charge to ******. On February 15th the vehicle was left at Franklin Park Lincoln because of a dead battery. Franklin Park Lincoln had the vehicle for three weeks trying to duplicate the dead battery / no start problem. After starting the vehicle several days in a row, after 3 days and after one week, it did not start for us one time in that three week period. Our master certified technician was in contact with ****************** through out this three week period trying to find a problem. While working with the Ford technician hotline, they found a bad seat switch. The switch was replaced at no charge to ******. The vehicle was returned to ****** on March 8, 2024.
Since the seat switch replacement, ****** has had the vehicle towed to Franklin Park Lincoln several times. Franklin Park has not been able to duplicate the no start problem since the switch replacement. ****************** does not believe there is anything wrong with ******'s vehicle. We have no solutions to a problem we cannot duplicate and Lincoln will not pay us to fix a problem we cannot duplicate.
Our only suggestion is for ****** to deal with ****************** directly or try a different dealership.
Customer response
06/11/2024
Complaint: 21826152
I am rejecting this response because, you can see from the records the vehicle has had to be jumped 6 times from 5/22-6/3. The car has died at my house as well as in ************ which you also have record of. If this was solely an issue with my home as you tried to say than ************ wouldn't make sense. I'd love a contact from who from **** to speak with because Concierge is doing nothing to assist, and the dealership isn't either. I'm surely not purposely causing myself a ton of extra stress and headaches by making this up. Ask your service tech that comes to my house every two days, he specifically said he can't believe you all haven't figured this out yet or switched the car out. It's frankly unbelievable at this point.
Sincerely,
***********************Business response
06/11/2024
Franklin Park Lincoln is sorry that we are unable to address ******'s intermittent no start problem.
Her best solution is to call ****************** to talk with them about a solution.
Lincoln **************** **************
Initial Complaint
04/19/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On or about March 28th 2024 I went to Franklin Park to get a car had all that was needed (income, DL,etc) Got "Approved" put a $500 down payment for the car all was good. Then a week later I started to get texts saying they need paystubs I thought that is strange. I sent over a whole month and more to them. They said I have to work 40 hours no matter. And where I work at NO obe gets 40 hours 35 max if 40 that when we need help. and 35-40 hours is full time. Then I get a text saying I have to get a 40 hour stub in one day (4-19-2024). OR I have to return the car by 6pm. I Like to know how someone can get approved then they want the car back. I called the bank and they said they DID N-OT get any paystubs from them from me and I have sent emailed them before I applied and on 4-18-2024 to "**********************. But they did not send to the bank. Paystubs ranged from 2-11-2024 till now. Ad said if you make at lest $14.00 hr we have "0" down for you DONT say how many hours you must have. I feel it false and misleading.Business response
04/23/2024
Franklin Park Lincoln was unable to secure financing for Mr. **********. He was told to return the vehicle and his downpayment of $500.00 would be refunded. Mr. ********** retuned the vehicle on 4/22/2024 and received a check for $500.00 for the return of his downpayment.Initial Complaint
02/26/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I got my car from this place around January 10th, 2024. I put down a downpayment of 1000$ and pay 500$ a month towards my car. The lady who sold me the car, *****, told me my loan was approved and I was all set to go, I took the car home. I filed out the loan application and put that I was part-time and she knew that. My part time job I make a good salary, and ***** was well aware of that. We had no issues till about 2 weeks later when she continually texted me asking for my paystubs when I had already provided her with 6 months worth of paystubs and my W-2s. She was saying that they need it for my loan which didn’t make sense considering she said, it already got approved and I had already took the car home. Nonetheless, I sent over the paystubs, and she said “oh you only work part time and it’s for a full time loan” So the situation she was already aware of, she tried to change it around. She then told me, I need to return my car today within 48 hours, although I’ve made multiple payments on this car and everything. She also did this to a friend of mine, who works Full Time, and had no issues either till about a month after receiving her car. My friend called the bank that she supposedly got a loan through, and the bank said that the dealership NEVER sent over any of her information regarding her loan. I’m gonna call the bank in a few minutes and I’m sure they are gonna say the same thing. This place is just scamming people, never sending applications to the bank, and then trying to just take the cars back after a month. Something bigger is going on with them because it’s been happening to multiple people.Business response
02/26/2024
Based on the signed buyer's order, ******* took delivery of a 2016 Ford Escape on January 27, 2024. And ******* paid $800.00 for her down payment on January 27, 2024. ******* qualified for the loan based on her part-time pay stubs that she furnished to the dealership. I was told they averaged 55 hours every two weeks. As a condition of the loan ******* needed to provide a current paystub to verify current employment. On the stub provided ******* only worked 30 hours for two weeks. This stub did not qualify ******* for the loan.
Because ******* no longer qualified for the loan, she was told to return the vehicle. As of today ******* has paid the dealership $800.00 for her down payment and one payment of $245.20. ******* will receive a total refund if the vehicle is returned this week and in the same shape that it was delivered to her. Franklin Park Lincoln is in the business of selling cars. We do not make money until the deal is purchased by an outside finance company. Our goal is to fund every deal. Unfortunately not all customers qualify and those deals need to be cancelled and the vehicles need to be returned.
Initial Complaint
11/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The service was started on oct 21 I still don’t have the car no money was transferred beside the oil change I got Oct 19 that was on the amount of 35.00 after that car cut off my car has yet to be fixed they will not allow me to work on the vehicle myself or with a different mechanic it’s like there holding my car in content and I just want my car to see what is actually wrong with it so I can get it fixed properly and they also illegally took my gas tank off my car without my permission and will not put it back on so I’m stuck paying a loan with no car that I can’t get fixedBusiness response
12/07/2023
*** ******** had her 2016 Chevy Cruze towed in on October 20, 2023, for a no start. After checking out the vehicle, we found that no fuel was being pumped to the engine. The next step was to remove the fuel tank to check the fuel pump, which is located in the fuel tank. When the tank was removed, we found contaminates on the fuel tank and fuel pump along with the fuel filler neck. We stopped any repairs waiting for the customer to respond. We suggested that she contact her insurance company to report that someone had dumped a foreign substance into her fuel tank. She said we were wrong and said we must have put something in her tank. *** told us she would have her car towed off our lot and have someone else repair it. We told her we would not charge her for the outstanding charges and she was free to tow the vehicle. See attached repair order ******. *** wanted us to reinstall the fuel tank at no charge to her. We declined to do so. *** is still able to tow her vehicle anywhere she would like.Initial Complaint
12/21/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I was told I had to continue making payments for a vehicle that is not working .They sold me a used car with engine damage and tol me I have to get it repaired myself and still make my payments on the car. They committed to provide me with a good running vehicle that has no problems at all. I feel cheated out of my hard earned money. I have no car to get to work . I should be entitled to a new car. I made all of my payments on time for 4years and I don't deserve what happened to me.Business response
01/05/2023
Dear BBB,
********* ***** purchased a 2012 GMC Terrain from Franklin Park Lincoln in August of 2019. After almost a year of driving, she blew the engine in May of 2020. She had the engine replaced by Franklin Park Lincoln and her finance company paid us for the repair. ********* never had her car serviced at Franklin Park Lincoln, after the May 2020 engine replacement. We have had no contact with the customer in two and a half years.
I contacted the finance company that purchased the loan in 2019 to get any additional information. Their comments are attached.
Based on this information, Franklin Park Lincoln has done nothing wrong. We have not seen this customer or car in over two years. The used engine warranty has expired. Franklin Park Lincoln does not owe this customer anything.
**** *********, Controller
Franklin Park Lincoln
Customer response
01/06/2023
[BBB Transcription via Email]
I ********* ***** do not agree with the statement that Franklin Park Lincoln provided. In March of 2020 I spoke with a maintenance technician and told him that my car would smoke everytime it would rain. He just laughed . I always got my oil changes when needed. It was always burning oil and making weird noises under the hood. When I was on my way to work it started smoking and made a loud noise and then shut off. I tried to start the car numerous times but it never started. I called Franklin Park and talked to ******* ******* to see if I still have a warranty on the vehicle. He said that it just expired. I was told to get my car fixed I will have to pay 3000 dollars. So I called ***** ***** to see if I can do payment arrangements. He agreed . They fixed the car and I paid off my 3000 payment agreement along with the car payments. I was not informed that they transferred my account with ** **** Credit.They just told me to start paying them. I believe I was sold a lemon.On purpose.
Sincerely,
********* *****Business response
01/06/2023
Dear BBB,
Attached is a copy of RO ****** where engine was replaced in May of 2020. Warranty expired in May of 2022.
We are unable to help customer any more at this time.
Franklin Park Lincoln
Customer response
01/07/2023
Complaint: ********
I am rejecting this response because:
It is not true .I was never told I had a warranty on my vehicle. They took over 2weeks to repair my car. They did not give me a loaner car .I had to take a Lyft to and from work for a whole month.I knew it was going to break down again because it was making the same loud noises under the hood after they told me it was repaired.
Sincerely,
********* *****Initial Complaint
12/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I financed a vehicle from the dealership on 9/30/2021. Not even a week of having the vehicle it started overheating, I had to replace the raditor hose and they reimbursed me. Fast forward to 11/24/2021 my check engine light ABS light and traction control light came on at which time my breaks started locking up and transmission started slipping and there was puddle of trans fluid under my car. I called the finance company who told me call franklin park and have it fixed , now heres the fun part i called the service department they told me i had to have an appointment and i made an appointment for 12/6/2021 @ 1pm. They urged me to get my car towed in to the lot ASAP which i did my car was picked uo on 11/29/2021, a whole week before my appointment. On 12/6/2021 I called around 4 oclock to see what the diagnostics and time im looking at to be without my car and the guy told me that was just to get my car registered in the system and that they did not know an exact time or day that they cpould get my car in to actually look at it, meanwhile this whole time im still makin payments ON TIME. My car got towed to another place and franklin park told them i was out of warranty. I signed a contract WITH franklin park for 2 years or 100,000 miles and it has not even been off their lot for 90 days. I do not recommend a vehicle from this dealership they are liars and crooks. Its 12/10/2021 and im still making payments and without a car.Business response
01/17/2022
Business Response /* (1000, 8, 2021/12/28) */ The compaint in question has been rectified. Due to a backed up service department, we had the customer take the car to one of our local shops we sub-let to. All repairs have been made at no cost to the customer. We do and always will back up our warranties 100%. And, will do what ever we can, to make sure all of our customers are taken care of.
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Customer Complaints Summary
7 total complaints in the last 3 years.
5 complaints closed in the last 12 months.