ComplaintsforDavid McDavid Plano Lincoln

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 2022 Navigator in June 2022. This is 3rd navigator purchased in last 2 years. Immediately had issues with car play and electrical system. Car has been in the shop every month with over 100 days+ in their shop. They cannot seem to repair. They just say that they cannot reproduce issue and they don't fix it. I have asked for lemon law replacement and today they denied my claim. Service is so bad, one day they even lost my car! They could not find it for over 45 minutes. This last time they brought my car back without calling first and I was not home. They are inefficient and poor communication and don't know how to fix my car, but won't do anything about it. I want it repaired or replaced. 18 months of this is enough. Their concierge suggested I file BBB complaint. I hope you can help.

  Business response

  11/29/2023

  Greetings. The welcome lights would inadvertently come on but it was because her key was too close in proximity and was triggering the running boards and lights to come on as designed. We kept her car on the drive and watched it with the key away and did not find an issue. In regard to her APIM (which has already been replaced) she has a concern with Apple CarPlay not working properly, but we have been unable to duplicate that concern. This customer has reached out to ******************** manufacturer at our recommendation. We understand her frustration, but she should keep working with Lincoln Concierge to get it rectified. We have always provided a loaner for this customer and have gone above and beyond to accommodate her. Any questions or additional inquiries, please have customer to reach out to our Service Director or General Manager again.

   

   

  Customer response

  11/29/2023

  I am rejecting this response because:   
  The dealership will not return my phone calls and multiple attempts have been made. I received a call this morning from Concierge asking status from the dealership. I advised Concierge that no one has called me back and no one has returned my phone calls. The last time I spoke to the service manager, he told me he would get back with me on an issue with the Wi-Fi system and he never called back. Regarding the keys being too close to the car, the keys were over 40 feet away from the car inside a closed door and behind sheet rock walls. I even provided a video and measurements for the prior service manager. The car should not come on and off by itself when keys are in the house inside my purse behind a locked door over 40 feet away. Also, the CarPlay is still going on and off where I lose calls and I have to stop the car turn the car off and restart the car to reactivate CarPlay. This is an ongoing problem with the Wi-Fi and CarPlay set up in this car. I am asking that if the dealership cannot repair this car that they replace it. I never had issues with any of the loan cars and I put the key in the same location every night when I used the loan car. It is only this car that I have had issues with for the last year and a half. The dealership is basically ghosting me and not trying to fix my car. Ive provided photos and videos of the error messages to them on multiple occasions. The problem is not resolved.

  Business response

  12/14/2023

  UPDATE: We have resolved this customer's issue by trading her out of the vehicle and Lincoln gave her a maintenance contract at no extra charge for her inconveniences. Thank you.

  Customer response

  12/14/2023

  I have reviewed the business response and accept this resolution. 

  Customer response

  12/14/2023

  I have reviewed the business response and accept this resolution. 

  Customer response

  12/14/2023

  I have reviewed the business response and accept this resolution. 

  Customer response

  12/14/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  08/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I contacted David McDavid Lincoln by phone on June 27, 2023 about a letter I had received in the mail about a vehicle recall. I confirmed all my information with them and they confirmed I did need to bring my car in for inspection and possible part replacement. I had purchased my car thru this dealership and had been there many times in the past without incident. When I arrived for my appointment, on June 29, 2023 I was told the service advisor I was to ask for was on vacation and not even there that week. I found another service advisor and was notified that they were not doing any recall work for my car at that time. I explained that the person who booked my appointment told me something completely different and that they just wasted my time along with the cost to drive over 20 miles each way and all the tolls it cost to get there and back home. I asked to speak to the service manager. After waiting another 30 minutes, ****************** came out to meet with my husband and I to resolve the situation. After explaining the problem, it was agreed that a reimbursement check would be sent for my time and travel expenses. He said they would be putting the request in that day and to expect to receive it by Fed-ex. The check never came. I then contacted the dealership multiple times over the next 5 weeks leaving messages for *******, **********, the general manger and *****; who I was told was the person in charge of handling customer complaints. I sent an email on July 17, 2023 to both ******* and **** with not a single answer back. I then contacted ****************** and on August 2, 2023, they contacted the dealership, but were not able to get a representative of the dealership on the line to resolve this either. I still have not received the check I was promised on June 29, 2023.

  Business response

  08/21/2023

  ******************, please contact me directly regarding your concerns at **************/************** or ************************************ I am the new General Manager as David McDavid Lincoln. Thank you and I look forward to addressing this. *************************

  Customer response

  08/22/2023

  I have reviewed the business response and accept this resolution.   Thank you for resolving so quickly.

• Initial Complaint

  08/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought my car 2/26. Twice before I signed anything I asked about the return policy just to be sure I could return it if anything goes wrong. I got in the car and noticed a transmission fluid light. I asked my about it and was told the car needs to get used to my driving. About 10 minutes later the Check Engine light came on. 5 minutes later the car shuts off. It starts back up but shuts off again. So I took the car back to the car lot that same day and was given a loaner. On 3/3 they texted me saying my car would be ready that following day and they would call when its there. I reached out on 3/7 because I still hadn't heard anything. I was told they were still working on it. I didn't hear anything again til 3/15, told me my car was ready. This time it didn't even make it off the lot. The car shuts off 3 times. So I decided I no longer wanted it and asked to be refunded. Taylor tells me I can't get a refund, something about the title already being in my name. It was unbelievable how everyone that assured me I'd be able to get a refund were quiet. So Taylor said since they couldn't refund me that he would allow me to switch cars. I agreed to that and had to resend documents and started to fill out paperwork. But then he came back in the room and told me they have to try to fix my car, basically I won't be getting the car we had just agreed to. On 4/1 I received a message telling me that my car was ready for pickup. I get there drive off the lot less than 10 minutes later the engine light is back on. I took the car BACK and was very disappointed. This time they didn't even offer me a loaner. They took the engine light off without fixing the problem, and sent me to another dealership. ******************* Hyundai tells me that I could leave it there since they had to order a part. But after he and Taylor couldn't figure out how I would get home He tells me I can drive the car until the part comes in. Months later and still nothing while the problem is getting worse.

  Business response

  10/14/2022

  Business Response /* (1000, 5, 2022/08/16) */ This customer purchased this vehicle with 139K miles on it, as-is. Once it came to our attention, we agreed to cover the repair, however parts are on backorder. Thank you. Consumer Response /* (3000, 7, 2022/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Are you saying that you've been waiting on the part for 4 1/2 months? If that's the case someone should have been able to communicate that to me but instead you all just stopped responding to me. How will I know when you have the part? Business Response /* (4000, 11, 2022/08/29) */ Our General Manager has spokeN with customer. He is looking into this and getting an estimated time of arrival on the part and will update customer.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On June 4, 2022 I purchased a 2019 Lincoln Navigator from McDavid. Less then a month after purchase on June 28 the AC stopped working. I took it to the local Lincoln dealership near my hometown of Jackson, MS and was told that the AC evaporator had a hole in. That reminded me that after I test drove the vehicle on June 4, I noticed that what appeared to be an excessive amount of a clear liquid coming from under the front of the vehicle. The salesman, Richie Johnson, was asked about it and I was told it was "just condensation" from the AC. I was also told nothing was wrong with the vehicle because it had undergone a rigorous inspection. I was repeatedly told this. I now know that the excessive "just condensation" was evidence that the hole was in the evaporator at the time the vehicle was at McDavid. I was told McDavid knew or should have known there was a problem with the evaporator. I relied on their representations in buying the vehicle. The local dealership has informed me that it **** take $2850 to replace the evaporator. At the time of purchase, the vehicle was just under 60k miles and therefore the evaporator was still under warranty. If McDavid would have taken care of the problem when they knew about at the time of purchase, then the repair expense would have been covered by the warranty. Now the vehicle is slightly over 60k and the evaporator is no longer under warranty, leaving me with a $2850 repair **** for something McDavid should have taken care of before I purchased the vehicle. I was fraudulent inducement by McDavid's misrepresentations about the condition of the vehicle. Their rigorous inspection caught, or should have caught, the problem. The excessive leaking coming from the vehicle that I was told was was "just condensation" was evidence there was a hole in the evaporator at the time McDavid had the vehicle.I want McDavid to pay the $2850 ****. I have called McDavid several times but no response from them.

  Business response

  08/31/2022

  Business Response /* (1000, 5, 2022/07/25) */ This letter constitutes Dealer's response to the complaint submitted to the BBB by Customer and received by Dealer on July 12, 2022. Briefly, Customer complains that the vehicle Dealer sold her had a hole in the A/C evaporator at the time of the transaction. Customer further states that Dealer was aware of the hole at the time of the transaction, and is thus obliged to pay Customer $2,850 to cover the cost of repair. Customer's conclusions regarding the condition of the vehicle's AC evaporator at the time of the transaction and Dealer's responsibility for the cost of the repair are incorrect. Among other things: 1. Dealer sold the vehicle to Customer "as is." 2. Dealer inspected the vehicle prior to sale, and the alleged hole in the A/C evaporator was not present at the time of the inspection. 3. Had there been a hole in the evaporator core as Customer asserts, the vehicle's AC unit would not have worked during the period prior to the failure of the A/C evaporator. 4. Customer's sole evidence that the hole was present at the time of the transaction is her recollection of "an excessive amount of a clear liquid coming from under the front of the vehicle." Yet this is exactly how vehicle air conditioning systems are designed to work - the air conditioning system cools the interior cabin by pulling humidity from the air, and that moisture ends up deposited underneath the vehicle directly below the evaporator core. 5. Customer's central premise, i.e., that Dealer was aware of the alleged hole at the time of the transaction and should have fixed the vehicle then while it was still under warranty, is contradicted by Customer herself. Customer suggests that Dealer knew of the alleged hole at the time of the transaction but nevertheless concealed it from her in order to push through the sale. Yet Customer's conclusion is nonsensical because the vehicle was under warranty at the time of the transaction, as Customer concedes, the manufacturer would have actually paid Dealer to repair the alleged hole had the hole actually been present at the time of purchase. Dealer thus had every incentive to discover and repair the alleged condition before selling the car, not hide it from Customer as Customer contends. In short, Customer mistakenly believes that there must have been a defective condition at the time of the transaction because a defective condition manifested itself after the transaction. Customer's reasoning is fallacious - it is an unfortunate reality that all vehicles and vehicle components eventually fail even under the best conditions, and the how and when of their failure are impossible to predict. In this case, the facts demonstrate that the alleged issue Customer experienced following her purchase actually occurred after her purchase. For these reasons, Dealer disputes Customer's conclusion. Nevertheless, as an accommodation, and in a good faith effort to resolve the present dispute, Dealer agrees to pay half the cost of the repair ($1,425) contingent upon Customer's agreement to execute a release to be drafted by Dealer.

• Initial Complaint

  05/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Purchased a vehicle with pre-approval from my banking institution on 5/5/22. I indicated to dealership that I did not want to be shopped around for better rate, but was completely satisfied with APR. They stated that the paperwork they needed me to complete was only for in-house purposes and their procedure was that they also had to pull a credit report. I was later alerted by Experian and Credit Karma that three additional financial institutions had been contacted to run a credit check on behalf of David McDavid. I reached out to both Sales Director and General Manager concerning this matter. Company is now refusing to respond to emails or admit their wrongdoing. I want those inquiries removed from my credit report. This act was willfully administered by the dealership without my knowledge. We are living in horrific times if companies are able to purposefully inflict damage to consumers credit with deceit and disregard. I want to make others aware of this dishonest practice.

  Business response

  07/15/2022

  Business Response /* (1000, 6, 2022/06/02) */ The letter requested by customer was already sent on Monday, May 23, 2022 at 1:36 PM to *******************. Thank you.

• Initial Complaint

  04/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a 2015 Lincoln MKZ in June of 2021. In August of 2021 the car's check engine light came on. I called the dealership to have it looked at as I didn't want any problems. They took the car and let us know what was wrong, kept it a few days and "fixed" the problem and returned the car. A few days later the car started acting up again. So we called the dealership once again, they then kept the car about a week providing us with a loaner so they can fix the new issue. We received the car back, and about a week later the car starting having, yet again, more issues. So being very frustrated bc each trip to the dealership was costing us a $100/deductible, we called the dealership to pick up the car. They came and got the car, and told us it needed a full engine rebuild. They provided us with a loaner car. Side note: the dealership is an hour drive for us. So we are having to miss work, etc taking it in and going to pick up the loaner cars. They kept the car from August -First week of Jan. Not one time during this time, did our point of contact reach out to us to let us know the status of the car. So finally after not hearing anything, first part of December, I called them to find out what was going on with it. I spoke with a manager and he let me know the status, etc. we received the car back in Jan. It is now April, and the car is having more problems. I called the dealership again on a wed. They promised me a loaner car, as I had Reiterated numerous times of how crucial it was to have a loaner, and told me if I could bring the car first thing the next morning, he would have something for me. My husband took car in next morning and Roy, the one who promised me a loaner, lied and told him that he did NOT tell me that and that they have nothing avail. They checked the car, said needed to order it parts, and sent him home with a faulty car that shuts off randomly. It has been two weeks and I have not been able to get in contact with Roy. Very frustrated.

  Business response

  06/10/2022

  Business Response /* (1000, 5, 2022/05/06) */ We have already traded the customer out of the vehicle that is referenced here. If she has any additional concerns or questions, feel free to reach out to us at ************. Thank you.

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On the morning of March 8, 2022, my wife delivered her 2018 Lincoln Navigator to David McDavid Lincoln to have two issues looked at; a growing mildew smell after it rains and a vibration in the engine. For reference, the Navigator is currently out of warranty mileage. However, a recall on engine cam phasers was performed while it was in warranty (not sure of the date) and a warranty repair of the moon roof was performed while it was in warranty (January of 2021). The mildew smell began after the moon roof was repaired. The smell was not so bad at first, but it has grown stronger throughout the past year to a point that it is no longer bearable. The same day, the technician that took the Navigator, Richard, texted me his name and advised I could text him for updates. After not hearing from him on 8th or 9th, I texted him on the morning of the 10th asking for an update. He said they could not reproduce the engine shaking but did notice a slight mildew odor. He asked some questions about when the shaking occurs, and I responded to his questions. He said they were still evaluating roof drains for the mildew smell. He then advised that there was no record in their system that the moon roof was ever worked on. Later that evening, he texted me an update that they could not find a water leak, but that they will run a few more tests tomorrow. He also advised that they still could not duplicate the engine shaking issue. He asked if the vehicle is parked outside, to which I replied "Yes." He replied that debris from parking outside is likely causing issues that for $1,300, they could remove the headliner and dig deeper into the issue. I texted him back, "Call me." There is plenty more to the story, but bottom line, David McDavid's warranty work on the moof roof is clearly the cause of the mildew smell. Cars are meant to be parked outside. They should stand behind their work and fix the moon roof leak that they caused. They have no accountability.

  Business response

  04/07/2022

  Consumer Response /* (2000, 6, 2022/03/24) */ The dealership contacted me and requested that I return the vehicle for a no-cost repair. They found a drain line in the moon roof that was disconnected and fixed the issue. This problem has been resolved.

*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. ↩