ComplaintsforBayway Lincoln

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my 2016 Lincoln MKZ to get service on 8/1/22 to Bayway Lincoln (12333 Gulf Freeway Houston Tx 77034) Bayway Lincoln kept my car for a month and replaced a BCM in regards to my trunk. The job was said to take a half day of work; but unfortunately it took beyond a month. I was contacted by Bayway Lincoln Service Dept. Stating that "my car was ready for pickup." I went to pickup my car on 9/12/22; before leaving the premises I noticed that my Air Conditioning wasn't working (inoperable)(Note: When I brought my car to get serviced on 8/01/22 my a.c was working fine) So, i was told to leave it and Bayway would resolve the issue. I was called by Bayway Lincoln stating that my car was ready for pickup on 9/26/22. I picked my car up on the said date and the trunk was working fine; so was the a.c. The very next day my trunk wouldn't open. I can't even get into my trunk. The trunk will not open at all. I've called the service department several times a day beginning on 9/27/22 to inquire about how this issue would be resolved and no one will return my call or discuss this matter with me. I was told to not bring my car back to Bayway Lincoln by the Management Department. Note: [Bayway Lincoln was paid in full for their services. I have the invoice receipts and uploaded them for you to review]

  Business response

  10/15/2022

  Mr. *********

   

  We are looking into this but some things do not make sense.  First at BCM in the trunk has nothing to do with an A/C.  I am sure the delay for the BCM was because of parts supply line issues.  It then looks like we fixed the AC at no charge to you even though we did not believe we had anything to do with the issue.  When you picked up the car on 9/26 everything was working.  From that point on you state you could not get hold of us but that management told you not to come back.  It seems like there is some missing context here.  Now as far as your trunk goes Joe M******* our Service Manager is reaching out to you so we can figure out what is wrong.  About asking you not to come back I would ask why.  This is a highly unusual accusation and has only happened in the past when a customer has been belligerent and abusive to our people.  Can you share with me what happened to cause this request and who made it?

  Lance W*****

  General Manager

  Bayway Lincoln

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

  Customer response

  10/19/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  08/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Went into this establishment to purchase a vehicle and was treated with such disrespect. It was a Saturday and the dealership was near closing time. I was inspecting the vehicle outside and a finance guy yells very rudely from the business door "hey so how are you going to pay that down payment". I was in shock to how we were being treated. That was only the beginning, we went inside and he asked for my id and was like" hey can I have your id? You do know what that is right? I was in disbelief. Im sure he does not make those rude racists remarks to all. I was reading the layout given as far as payments and he said well I don't want to be here all night. At this point I had all I could take. I could not believe this was the way I was being treated. The following day I spoke with the manager and he apologized and we came to an agreement so I could purchase my vehicle. I pointed out defective things with the vehicle and he promised to take car of it. They picked up my vehicle to fix the problem areas. They fixed one thing to damage another. I clearly told them I did not want patch work on my new leather seats and they disregarded my wishes and took it upon themselves to make a decision without my consent. Following the series of events they continued to damage my vehicle. They refuse to do proper work and communicate with me to fix the problem. They had it for a week and managed to leave it worse then what we started with. It was dirty and they spray painted something that was not an issue and made it an issue. The trim they spray painted is peeling and so much paint was left behind on the headrest. It has been a constant battle going back and forth with no positive outcome. They are getting worse with their customer service and don't take my concerns seriously.

  Business response

  08/02/2022

  Ok the first part of this complaint was already handled to the custome satisfaction with the General Manager a few weeks ago.  SHe i just bringing it up again because she wants us go do more than is required or needed.  We told her we would repair and did we still owe her a detail cleaning which we are willing to do.  She stated to the Gm that she is OCD and even though she cannot see the former blemish she wants the entire head rest replaced.  We deem this to be unreasonable since we are not even sure we caused the damage.  We are giving her the benefit of the doubt and repairing it.  We do not know how it could have been done with our repair.  We think it is more likely it was damaged some other way but we are fixing it anyway.  We will not replace it.

  Customer response

  08/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
   
  They are careless with how they do service. They left spray paint caps in my vehicle and dirty prints on my cream leather upholstery. When it was pointed out the response was it was not us. If the repair was on the right side and the right side is dirty I mean put 2 and 2 together. They also installed my window tint and it is bubbling up and installed with debris on the glass. They fail to take action or responsibility for mistakes they have done. They failed to ask for my permission or consent before they did patch work on my brand new vehicle. They took it upon themselves to make a decision without informing me. Upon getting that patch work they spray painted rubber pieces that had nothing to do with the reason it was in service for. Now they have further damaged my vehicle and insist they did not do it. Why would I damage my own vehicle and how could I possible have spray paint that matches the exact color of my car? They do damage and are not willing to accept it. They have said they will no longer help me nor fix my vehicle. I think its absurd how they can just deny me after they made the sale. They have no communication skills with the customer nor do they hear them out and respect their wishes. All I want is my vehicle back to its original state how I purchased it. Leaving me high and dry to fix this somewhere else. I want to be heard and respected and not pushed to the side.

  Business response

  08/06/2022

  We had already agreed to correct the mess in the vehicle and the stains left.  We have already corrected the holes in the head rest that we do not believe we created.  We know we did not create the latest damage done to the headrest with the most recent pictures.  After we agreed to correct some of the issues she paid us back by complaints to BBB within hours of the agreement.  What she wants is unreasonable.  We will fix what we told her we would fix.  We will not replace the headrest.  We believe they were damaged elsewhere not at Bayway and we repaired them anyway.  We have been more than fair.  No need for further responses from her.

  Customer response

  08/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
   
  I don't feel im being unreasonable. My vehicle was damaged and im going to try my best in whatever way I can to be heard to resolve this issue. Once I started having these problems I dug deeper and realized this is an issue at this location per customer reviews on Google. I have the facts and the proof and the time-line that damages occurred while vehicle was in their possession. This is not my first vehicle and I know how careless service can be. In a rush to finish all the cars and things happen I understand. Just own up to it and get it fixed don't play the blame game on the customer who just purchased a NEW not pre-onwed vehicle that should be in mint condition and accuse them of damaging their own vehicle. Im appalled I even have to ask for service that should be provided by such a reputable business. I also told my salesman about my tint and that hasn't even been resolved either. They offered to do that service free of charge because of the prior problems we had with the finance gentleman who had a very disrespectful attitude and racist remarks. If I would of know this was going to be another issue I would of respectfully declined the service. Just because something is free doesn't necessarily mean its for the best. Im back to square one. Once again I just want the resources to get this fixed. I honestly do not trust them near my vehicle anymore. They have lost my trust and respect. I feel like this would always be an ongoing battle. Give me the resources I need on paper to be able to take my vehicle elsewhere to get it to its original state and out of this headache.

  Business response

  08/15/2022

  I have answered this twice.  We simply do not agree with her or her facts.  We have now answered three times.

*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. ↩