ComplaintsforKorum Ford-Lincoln

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to express my deep dissatisfaction with the recent purchase of my new 2023 Lincoln Aviator from Korum Lincoln. Having spent $105,000 on what I believed to be a top-tier luxury vehicle, with a down payment of $60,000 which included $10,000 on warranties, I expected the customer service and support to be of the highest caliber. Recently, I encountered electrical issues with my vehicle, which prompted me to utilize the warranty I purchased. These issues included intermittent failing of the controls for the seats, mirrors, and window controls, as well as total failure of the display screen. To my dismay, I was informed that the wait time for service is 60 days. The issues I am experiencing are significant safety concerns, rendering my vehicle unusable in the meantime. This is particularly distressing given that this is the first brand new vehicle I have ever purchased directly from the showroom floor.To exacerbate matters, when I reached out to the service department, I was met with unprofessionalism and dismissiveness from the service manager, *******************. Rather than addressing my concerns, ************ was argumentative and claimed that not being able to adjust the mirrors or seats was not a safety issue. I explained that my husband and I have a significant height difference of over a foot, which necessitates different settings for safe and proper use of the vehicle. His response was not only unsatisfactory but also demonstrated a lack of understanding of basic customer service principles.I sought further assistance by visiting the dealership in person, only to be told by the client advisor that the earliest they could "squeeze" me in would be in three weeks on a Saturday. Furthermore, since it would be a Saturday appointment, it would not include the concierge pickup and drop-off service for the loaner vehicle, a service I expected given the investment I have made.

  Business response

  08/22/2024

  Complaint ID - ********
  ******************** Representative:
  
  I am the General Manager of Korum Lincoln. We received your email of the above referenced complaint filed with you on August 18, 2024 and forwarded to us on August 19, 2024, regarding a vehicle repair service and poor customer service. Please consider this letter as Korum Lincolns response.
  
  Korum Lincoln consistently strives to provide a high level of quality service to its customers, and to achieving customer satisfaction results that it can be proud of. While we generally perform well in these regards, as evidenced by being nationally-recognized for two consecutive years with the Lincoln ************* Presidents Award, we are human and do occasionally fail in these endeavors. Which is what happened in the case of this customers recent request to get their ******************** into our ****************** for repairs. We did not provide timely and thorough customer service that both we expect of our team members, and our customer expected from us. For that we are sincerely sorry and have apologized directly to our customer.
  
  Based upon the information we currently have; we believe the repair of the identified intermittent issues relate to certain electrical components that should all be covered under the manufacturers warranty.  
  
  We have contacted the customer to discuss our service quality failure in getting the vehicle into the shop and to find an acceptable resolution to this matter. Since then, we have picked up the vehicle from the customers residence, provided a courtesy loaner for them to use while their vehicle is in the shop, provided a gesture of goodwill, and are fully committed to repairing the vehicle and serving them to the level of service expected.
  
  Sincerely,
  
  *********************
  General Manager
  Korum Lincoln

  Customer response

  08/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I own a 2015 **** Focus- 8 years/52k miles. It had multiple issues with the transmission and clutch causing many service episodes.Nov. 23, I began experiencing mechanical malfunctions; loss of transmission engagement, no-start, lack of *********************** ************* Soon notice.These symptoms are listed on the **** Customer Satisfaction Program ***** letter Sept. 2023 A It ******; **** is extending warranty on the Transmission Control Module, if it fails **** has authorized dealer to replace free of charge. If vehicle exceed time/mileage, **** is offering a one-time replacement of the *** through 6.30.25, to 10 yrs/150k miles.NOTE: nowhere in the letter does it state Restriction apply or only specific fault codes will be covered.1.08.24-contacted Korum Ford ******************* Description of Service B by the technician states, performed diagnosis and confirmed transmission control module faulty. Warning lightTransmission ************* Now 1.11.24-Repair service denied. Service Advisor stated the *** did indicate a fault, however, not the specific fault code that is covered by the 14M02 letter. It would cost $881.00 + tax for the service/parts, and the part is back-ordered 2 months. Drove car home and parked it.I said there is no mention of a specific fault code required by program. I asked him to review the *** letter which states, dealer to replace the *** free of charge (parts and labor). There is no mention of a specific *** failure code to be eligible for this program. Anyone reading the document would understand the guiding objective of the program that is, to building a community of happy, satisfied customers. To demonstrate that commitment, we are providing a no-charge Customer Satisfaction Program for your ********************************** C with attachments to Korum Ford General Manager and Service Manager.As of 2.12.24 I have received no contact/reply.As of 2.12.24 I have been without use of carwont start. 32 day loss use

  Customer response

  02/15/2024

  62844442BEB3B Korum Ford

  The complaint has been resolved to my satisfaction.

  Thank you for your help

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

• Initial Complaint

  08/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase was 4/23/23 $40,000. Supposed Certified Pre Owned car. Turns out it was wreaked and they knew and ran it through there shop less than a week prior for the same safety issues that i noticed in the first couple days. When i asked them about it they said they knew nothing about it being in the shop. Info per lincoln motor company. They said they will replace the car. 15 weeks in they have not found a car and this week they now refuse to communicate with me other than email. They had offered me my money back but when i told them to get it for me they refuse to communicate with me. I was fraudulent sold an extended warranty that they are not aloud to sell me due to the current warranty on the car. They refuse to give me the paperwork to cancel it myself the paper i did get has my name tied to a separate car. *** missed a funeral over this and the all around disrespect is getting old as well. Ive been told that its car faxes fault at this point. They told me i purchased the extended warranty to fix the pre existing problems with the car. I had the car maybe 3 days before i called them about problems with it. Ive been driving their loaner car since approx may 1 and there has been nothing but steps backwards. I first arrived on the lot with the intention of spending *****k was up sold to about 40k they had the car that I really really wanted it was almost exactly what i was looking for to be honest. I have videos of the car neutral dropping itself between all gears. Photos of the buckled hatch paint that has completely flaked off where it is buckled. I was told that since car fax says it isnt wreaked it is fine. I was then told they do not report to car fax when you hit an expansion joint on the highway the car pulsates all over the road. And there is grinding around corners coming from the front and rear ends of the car. Dealing with these people has been the worse experience ever. *** missed a few very important moments in my life over this. Its getting old

  Business response

  08/18/2023

  Prior to making this complaint to the BBB, Mr. ******************** also made a complaint to the State Attorney General (**), to which we responded, and the complaint was closed by the **'s office. 

  Our response to this BBB complaint is as follows:

  Mr.******************** purchased a preowned 2019 ******************** Nautilus from us on April 23,2023.  On May 8, 2023, the vehicle was brought back to us with drivability concerns (lane keep/transmission shifting)and liftgate body damage.  Given Mr.********************s concerns, we offered to unwind the sale and refund him his all of his money. He declined that option and wanted us to find him a comparable vehicle to the one he purchased (which has apparently become a desire for an exact matching vehicle even though he mentioned to our General Manager that he would consider other vehicles).  We have diligently been trying to find as close a match as possible using every resource we have available, and have presented him the options we have found, which have all been declined. The last attempt to accommodate him was a 2020 ******************** Nautilus (with the same equipment and was a year newer with lower miles at no additional cost to him, despite it being valued several thousand dollars more than his purchase) with the only notable difference being the exterior color (white not black).  After Mr. ******************** test drove the car he came back and mentioned to our General Manager (and the **** store General Manager)that he wanted to do his research before making a decision.  Never once did he mention the fact he thought the vehicle drove differently from the vehicle he purchased.  It is, after all, the same powertrain with the 2.7L V-6 engine and 8-speed transmission.  Mr. ******************** came back the following day and expressed his concern about the drive feeling different to him.  Our General Manager drove the car and sent him a text stating so, and told him the car drives fine with plenty of power.  He did not hear back from him.  He then reached out to Mr. ******************** several more times over the following days with no replies. 
  
  Since Mr. ********************s initial concerns with the vehicle he purchased were conveyed to us, our standing offer has been to make him entirely whole by refunding his original down payment of $10,000, cancelling and refunding him on any vehicle protection plans he purchased, and refunding him all payments he has made to his lender (despite the fact that he has been driving one of our rental vehicles since May 8th as alternate transportation - which he finally returned on August 16th after several requests). Rather than accept this as a fair and reasonable offer, he continued to demand that we find him an exact matching used vehicle, which has proven not possible in the tight vehicle market we find ourselves in. Given Mr. ********************s lack of acceptance of any deviation in any proposed replacement vehicles, we have ceased the pursuit of such as a remedy to this situation.
  

  As for Mr. ********************s claim of fraudulently selling him an extended service contract, that is completely false; and, for the wrong information on the service contract cancellation paperwork, that was a simple clerical error (nothing nefarious as Mr. ******************** has implied) in which the paperwork was prepared by selecting the data record for the proposed 2020 ******************** Nautilus replacement vehicle rather than the 2019 ******************** Nautilus he purchased.
  
  It is important to note that Mr. ******************** continued to drive our 2021 ******************** Nautilus after requested for him to return it, which was provided to him as a courtesy under a four-day complimentary rental agreement (May 8 May 12, 2023) when he brought his purchased vehicle back to us. We made several attempts to contact him asking that he return the vehicle, which he finally did on August 16th after the ** closed his complaint. 
  
  At this point, our General Manager has not yet spoken to Mr. ******************** since he returned the courtesy vehicle. He will be reaching out to Mr. ******************** to reiterate our offer to unwind Mr. ********************s purchase as described above, which we believe to be a fair and reasonable remedy to this situation. And, we remain willing to do so, without charging or deducting the $45 per day rental fee (amounting to over $3,000) for each day beyond the expiration date of the rental agreement that Mr. ******************** was driving our vehicle.

• Initial Complaint

  03/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Explanation of complaint:I purchased. a ********* from Korum Ford The short version of this I called the salesperson who said all the features are on the car, I told him to double check because I will be driving 2 hours from where I am to get this vehicle and I will cancel my Kia ** if everything works out Test drove it we talked I put down 7k plus a 10 K trade in got the car on 12/31/2022 The isssue is when i got home The important feature that I ask was not on it which was self park, I went in the next day to ask what the Park assist prep kit was , He said oh well due to the shortage ***************** would contact you , So a couple of month went by no contact from **** so I called ****************** customer care said they are not sure why the dealership told them that they would personally contact me that i was supposed to contact the dealership and then buy it , This was not told or I would not have purchased this vehicle .Contact the dealership spoke to **** (Used car sales manager) Said that I was supposed to sign a paper to acknowledge it before the purchase, I told him i never got such paperwork to sign, He said he would contact me before 2 , He never did drove 2 hours to the dealership. to see what was the deal, spoke to manager he had no clue, He was supposed to call me back, after the many visits and calls i was feed up and went in spoke to the salesman and he apologize that he didnt have me sign the form he spoke to his manager and the solutions was for me to back date the acknowledgement for and they they can figure out the solutions I respectfully declined because im not going to commit fraud because i was not told of such matter , I would not have purchased this if i know the fact at a later date that i personally had to buy the item, I told them that had till the end of business day to find a solution, They called me again apologizes for the mistake but said was leading to the fact that mistakes happen, (This is really a huge mistake )

  Business response

  03/15/2023

  Better Business Bureau       
  RE:  ***************************
  ID ********
  
  
  To Whom it May ********************************************************************************************************************************************************************************************************************************************************                                              March 15, 2023
  
  
  I am writing to address the matter concerning ****************, who purchased a 2022 **** Mustang from Korum Ford on December 31, 2022.  Over the past couple of years, in response to industry-wide microchip and other product shortages, the **** Motor Company has had to remove certain features from many of their vehicles in order for the vehicle to be produced and delivered to the marketplace. In the case of *************** vehicle, it had the Active Park Assist 2.0 feature removed and instead had an Active Park Assist Prep Kit installed in its place. This prep kit is to accommodate the later installation of the Active Park Assist 2.0 feature when it becomes available. When situations like this occur, **** Motor Company makes a modification to the window sticker to remove the feature that does not exist on the vehicle and in this case added the prep kit along with a $325 credit to the price of the vehicle. Please see Attachment #1 for a copy of the window sticker (with no Active Park Assist 2.0 feature represented as being on the vehicle but the prep kit is noted with the credit to the price). To avoid confusion when a feature removal like this occurs, we are provided an acknowledgment form (see Attachment #2) from the **** Motor Company that we are to get signed by customers buying vehicles that experience a feature removal. In this case, we failed to do this and our team members communications with the customer were clearly lacking and incomplete. For this, we sincerely apologize.
  
  **************** contacted the dealership on Thursday, March 9th, and after speaking with *******************, was transferred to me,****************************  After hearing his concerns, I requested until Friday March 10th to speak with *****, one of the Sales Advisors who sold him the car, and I agreed to get back to **************** once ***** returned to work from his days off.  We agreed that I would contact him on Friday. However, **************** came to the dealership on Thursday night after I had left for the evening and spoke with another Sales Manager, *********************.  ********************* was unaware of my conversation with **************** and suggested he sign the missed form with the date of the sale. This was not the appropriate action for him to take.
  
  On Friday March 10th, I spoke to ***** about the interactions with ****************, and he confirmed that he informed **************** that **** would contact him to have the parts put in for free, at no cost to *****************  After this conversation, I contacted **************** to inform him that I would work on finding a solution for him once our General Manager got back from vacation.  **************** agreed to this verbally over the phone.  I called **************** on Sunday to reiterate that I would be getting back to him on Tuesday after I talked with our General Manager.  All phone calls are documented in our CRM system and attached to this email (see Attachment #3).
  
  We recognize that we failed **************** in this matter, and wish to properly remedy it by fulfilling the representation made to him to have the Active Park Assist 2.0 installed by us, without cost to him, once it becomes available (recognizing that we have no information at this time as to when this features parts will be available to be installed). I, ***************************, the Sales Manager who interacted with **************** at the time of purchase, take full responsibility for any actions either completed or not completed during his transaction.  This is why I have been overseeing this matter from the moment **************** contacted me last Thursday through today.
  
  As an alternative to having us install the feature when parts become available, we would like to offer **************** an alternative choice if he would prefer, that being a $1,000 payment directly to him, to use for the features installation at a dealership of his choosing and the inconvenience we have caused him. Please let us know, or have **************** contact us directly, with his decision.
  
  Sincerely,
  
  ***************************
  Sales Manager
  Korum Ford
  

  Customer response

  03/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took a 2011 **** f150 for a simple recall truck run for 1year with no issues once we recieve the truck within 1mile of the dealer truck wouldnt run it wouldnt shift into gear and check engine light come in right away so we took it back truck seat in the dealer for almost 3months finally after many calls and we got and answer it was done it was missing a ground that goes to the transmision but this ground wasnt missing until we got it back from the recall the service they remove a ground so they can charge us for 4hours worth of labor and a ****** part

  Business response

  06/29/2022

  To Whom It May ******************* Korum **************** performed a recall update of the software on this customers vehicle. The recall #***** was a software update to the powertrain control module. The update is intended to prevent the vehicle from downshifting while driving.  The recall is not intended to prevent output speed sensor failure, only to prevent the vehicle from shifting into first gear at high speeds (see attached recall document from **** dated June 13, 2019).  We performed the software update and released the vehicle back to ***************************** on 5/3/2022.
  
  The customer returned 2 days later with a CEL light on the dash. We diagnosed the vehicle and verified the concern and with the codes referred to on the attached repair order dated 6/17/2022.  This concern was addressed with a Customer Satisfaction Program ***** (see attached document dated May 2019). **** had extended the warranty to 10 years and ******* miles.  **************** vehicle had ******* miles on it and was outside ****s extension by ****** miles;therefore, ************** is responsible for the repair. 
  
  The Korum **************** believes and stands behind its diagnosis and that the software update on 5/3/2022 had nothing to do with the subsequent problems the customer experienced.

  Thank you,

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

  General Manager

• Initial Complaint

  06/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May of 2021 we purchased a used 2020 Jeep gladiator from Korum Ford. Korum just received this Jeep on a trade in and it was filthy the 1st time we saw it but were assured the vehicle would be cleaned, inspected, and serviced. We bought the Jeep but it took a few days for the service to me completed. I thought everything was great until I got my first oil change in October 2021 and was told and shown how bad my motor oil was, it was thick and black. The oil service place Recommend I get a engine flush, their opinion was this was the vehicles first oil change. I then called Korum and let them know they were willing to buy back the vehicle for 1k less then I paid but I would lose the 4K in sales tax. We decided to order a Mach E from Korum so we could trade in our Jeep. This happened in Oct 2021 we were told the Mach E would be here in Jan 2022. That wasnt true the vehicle just came in on 6/9/22. I have been in communication with the used car part of Korum to let them know the delays, they assured me they would make it right. Not so they offered me ****k for the Jeep 6 months ago my offer from Korum was ****k. I can get a all cash offer from deal ships in our area for ****k they didnt do us any favors at all. They didnt do what they should have with the Jeep. A 2020 Jeep had NO warranty because it didnt have any maintenance the first year, automatically voids the warranty. Then they tell me the car I ordered would be here in January (and still get 41k back for the Jeep). Some investigations needs to be happening with Korum Ford. They arent being honest. They have screws us and made a lot of money. They made money on my trade for the Jeep, the jeep 2 x, and the Mach E all within 1 year. I have some emails but dont know how to forward.Finally time to give this Jeep back

  Business response

  06/20/2022

  Attached is out response letter to the ******************************* complaint.

• Initial Complaint

  10/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ******* burnt something out in my car and they took it to the dealer. Korum Ford. The front passenger window got broken out in their lot. Now they want me to take the car in that condition. I'll pay the bill for the work done and pick up the car when the window is repaired. Otherwise I will not accept my car back and will have to seek legal remedy.

  Business response

  10/18/2021

  To Whom It May Concern:
  
  The Customer’s vehicle was brought to our Ford Dealership by *** **** to repair the damage to the Customer’s vehicle that had been caused by them.
  
  While the vehicle was held awaiting repair, it was the subject of overnight vandalism and was broken into by breaking the front passenger window.
  
  In the event of damage or loss to customers’ vehicles that are in our possession and caused by us, we take full responsibility. We do not, however, insure nor take responsibility for customers’ vehicles for damages or loss caused by third-parties, as was the case with this vehicle.  Situations such as this are customarily addressed by the vehicle owner’s auto insurance. To make this position clear, we have a written disclaimer on our repair order authorization forms that specifically state “I (customer) hereby authorize the repair work hereinafter to be done along with the necessary material and agree that you (dealership) are not responsible for loss or damage to vehicle or articles left in the vehicle in case of fire, theft, or any other cause beyond your control.”  Attached is a copy of the Customer’s repair order. 
  
  We empathize with the Customer’s position and feel it quite unfortunate that the damage caused by *** **** created this unfortunate outcome along with the rise of criminal activity and theft in our state. 
  
  Sincerely,
  
  Brett S******
  General Manager

  ***ALL SUPPORTING DOCUMENTATION REDACTED BY BBB***

  Customer response

  10/19/2021

  FYI
  
  Here is my response to Korum Fords BBB Complaint.
  
  
  Complaint: 16027187
  
  I am rejecting this response because:
  While I was in the Service Manager's office (Todd M*****) trying to pickup my car.  Brett the GM walked in with my complaint from BBB rolled up in his hands and was clearly not happy. Brett explained how he did not care about what happened because "it's not my car" I was floored. I have worked as a tech at ***** ****** in *******, **** ******* in *** ****** and ***** ****** ***** dealerships. I am now retired. I have never seen a GM attack a costumer like Brett did me. I had done nothing to him or Korum. All I asked for was my window fixed or documentation showing ******* was at fault. They looked for over an hour to find the "Paperwork" that showed the original work order and who signed it.. The attached work order provided by Brett here was never given to me. The one he presents here has been signed. By whom??? I never signed anything! Why was I given a work order with my name and ******* address but the 1 Brett attached the ******* address has been removed and it's signed.. It would appear Korum has either faked this work order or failed to give it to me till now. It does not match the work ordered given to me when I picked up the car. Please see my attached. I asked Korum for any and all paperwork generated in regards to my car. Are there any more work orders or paperwork that have also been withheld in regards to my car?
  Who was the work order signed by if not me? Who did this work order and took the signature at Korum? Why didn't Korum give me this work order when I picked up the car and asked for it? Why is your work order attached here different than the one given to me when I picked up the car? Why are there now 2 different work order's that do not match? 1 given to me at time of pick up and this one given to BBB that do not jive? Yours is signed and the address showing ******* address has been cleared and only my name appears? No VIN# in that field either.  
  Changing original invoices or work orders is a direct violation of the FDCPA. Also the AG's office has assured me that this is not a common practice and I am forwarding all information to them for review for any violations of the Customer Protection Act or other consumer laws.
  It is obvious that there are now 2 different work orders. Why? I have attached all documents given to me by Korum Ford in Puyallup. I will be forwarding this complaint to the proper authorities for review of any criminal doing by Korum Ford  or consumer rights violations. and who was directing traffic so to say at Korum...  Bottom line Korum made me take back a damaged car when I refused it because the window was broken. I have no idea who broke the window. Your Service manager told me if I did not take the car the way it was the bill would increase every day the car was left there. 
  There are laws Federal as well as WA State that protect me the consumer from being violated by business practices such as this. I will be very very active on Social Media as well to get my story out. I have also been contacted by consumer rights Journalist advocates. 
  Korum has been nothing but rude and inconsiderate towards this whole incident. After reading and looking at this work order shows Korum has changed certain fields on the work order. At who's direction would be my question at this point. 
  Again I have attached all documents given to me by Korum Ford. Please compare. All monies have been paid in full for work done on my car.. I think there is more to this than a broken window. This has exposed Korum Ford for their unlawful business practices. I will see it through to protect others from being violated and your expose how you react to a violated customer.. Terrible customer service! 
  This invoice should have ******* in the customer field as they are the ones that asked you to fix what they had broken on the car not me. It also is noted by Korum that this was a sublet from *******. Why was I then directed to pick up the car from Korum and not ******* where the car was taken to originally? 
  I have replaced the window and think it is only fair for Korum to pay me $200 for the repair. As a tech I did the window repair myself. Had a company done the repair the bill would have been considerably higher.  I also want to know who signed and agreed to the work order you attached..
  
  
  Sincerely,
  
  **** *********

  ***ALL SUPPORTING DOCUMENTATION REDACTED BY BBB***

  Business response

  10/27/2021

  We have recently discussed this with the customer to a satisfactory resolution of the matter.  

  Customer response

  10/27/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *********

*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. ↩