Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Type: ***************** Issues Business Name: David McDavid Lincoln Product: 2024 Lincoln Aviator Purchase Date: March 2024 Mileage at Issue Onset: Approx. ****** miles I purchased a brand new 2024 Lincoln Aviator from David McDavid Lincoln in March of 2024. Since then, the vehicle has experienced numerous serious issues, resulting in it being in the service department five times in under a year. The vehicle is garage-kept and has only approximately ****** miles.The most alarming incident occurred while driving with my entire family on the interstate. We had cruise control set at 75 MPH. Suddenly and without warning, the vehicle spiked to 93 MPH, accelerating rapidly and nearly causing a collision with an 18-******* in front of us. This was a terrifying and completely unacceptable malfunction that could have resulted in serious injury or ******** addition, while on a recent family vacation, it began leaking water from the headliner during rain. This is just one of many problems we've experienced with what was supposed to be a high-quality, luxury vehicle.I attempted to contact the dealership three days ago to speak directly with a manager. I had to leave a message and still have not received a call back. When I followed up, the receptionist was short, dismissive, and unprofessional. She initially told me no managers were on dutyonly to abruptly transfer me to a voicemail moments later.Lincoln and David McDavid Lincoln heavily promote luxury, safety, and superior service, but our experience has been anything but. From critical mechanical failures to appalling customer service, we feel misled and completely unsupported.I am demanding that Lincoln and the dealership take full accountability for the repeated safety and performance issues with this vehicle and provide a clear resolution, whether through replacement, refund, or action under lemon law protections.

  Business Response

  Date: 06/24/2025

  Good afternoon. Records show that Mr. Sourbeer has already been in touch with our team and that we have inspected and continue to diagnose his vehicle. Additionally, we have opened a case on his behalf with the vehicle manufacturer, Lincoln Motor Company. Any questions or additional concerns can be directed to our General Manager, Sonia Heredia or Omar Hernandez, our Service Manager at (972) 943-2020. Thank you.

• Initial Complaint

  Date:12/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am desperate at this point. We bought a used Lincoln Navigator in 8/31/2022 from David McDavid Lincoln ******. The day we bought it we realized the front screen didnt work. We called as we traveled to pick up the vehicle and were going to have to travel to take it back. We had to plan to go back and dropped it off on 9/6/2022. Again, we couldnt do it same day because we lived out of town. They were adamant they would fix the issue. We did ALSO purchase warranty. After getting the car back on 9/14/2022 we realized it was STILL broken. At this point it was too late to return the car like we should have the second we realized it was a lemon, because the dealerships had it over a month total. We took it to our local **** dealership to avoid having to pay to travel again. They ended up having to completely replace the screen and all of the outlets/****. We thought that was the end of our issues with the vehicles, but it wasnt. We have had continuous issues ranging from transmission issues (the car has stop accelerating when merging onto a highway almost causing an 18 ******* to crash into us), coolant leaks, windshield wiper fluid issues, needed new screens for the backseat TVs, more screen issues, and the week before last we dropped the car off to have the ac fixed, windshield wiper fluid fixed, and transmission fixed. Today the car switched into neutral while we were driving down the road and the ac quit working simultaneously. I do not see how this can possibly be the way a 2018 Lincoln Navigator Black Label L should be running. Vin number is: ***************** On top of all of this, we bought the car not knowing the dealership painted the leather, so we thought the leather was in excellent condition when it was actually in terrible condition. I would say the car has probably been in the shop at least 80 days over the last two years.The car is a complete lemon, and we are at a loss. Paying the warranty deductible every month is draining us.

  Business Response

  Date: 01/14/2025

  We have been in touch with this client and we're helping them to trade out of this vehicle. Customer has agreed to get back with us regarding a new Navigator that will be suitable for their budget. In the meantime, they can reach out to our Sales Manager ****** Alghussain directly throughout this process to ensure that this is addressed and resolved. Thank you and we expect to get this turned around. ***** *******, General Manager

• Initial Complaint

  Date:11/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dealer has not provided proper documentation for me to title the vehicle. Multiple email exchanges have taken place. My lender is now reaching out to me because I have a loan on a vehicle that is not yet titled in my name due to the dealership not providing registration paperwork.

  Business Response

  Date: 12/12/2024

  Our management team has been in touch with this client. He should have received an email from ****** ******* on 12/3/24 with and update that included the tracking number. It was sent via ***** tracking #************ and it shows the title work was delivered on 12/2/2024. We apologize for any inconvenience this delay may have caused.

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 12/14/2023

  I have reviewed the business response and accept this resolution. 

  Customer Answer

  Date: 12/14/2023

  I have reviewed the business response and accept this resolution. 

  Customer Answer

  Date: 12/14/2023

  I have reviewed the business response and accept this resolution. 

  Customer Answer

  Date: 12/14/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/07/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 08/22/2023

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