ComplaintsforHeiser Ford Lincoln

• Initial Complaint

  03/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 20, 2024, I purchased a certified pre-owned 2020 **** EcoSport from Heiser **** in Glendale. On February 13, just about three weeks and ***** miles later, the vehicle started showing an ABS system fault; the **** Pass app showed a message to have the vehicle serviced as soon as possible.Since I was concerned about the safety of the vehicle, and since Heisers location is about 45 minutes from where I live, I took the vehicle to the nearest authorized **** service (******************* in ********). The vehicle inspection revealed that the right rear tone ring was covered in rust and debris. Cleaning of the tone ring resolved the issue. The service was billed to me at a total of $183.70, including tax.The vehicle had been sold to me with a **** Blue Advantage ********************** Warranty. However, the issue was identified as outside influence and was therefore not covered under warranty. At the time of purchase, I was handed an extensive inspection checklist by Heiser that detailed a large number of components that had allegedly been inspected by Heiser. All items related to wheels and brakes had been marked as Passed. I believe I acted in good faith when taking the vehicle to ************, assuming that Heiser had done the work they claimed to have done. The mistake of going to a different dealer does not entirely outweigh Heisers fault to provide quality workmanship when inspecting and certifying the vehicle prior to purchase: their service department did not do their due diligence to make sure the condition of the vehicle matched certification standards. Heiser had misrepresented the condition of the vehicle at the time of sale and then refused to stand behind the work they had done.On multiple occasions, goodwill by Heiser was requested to offset the cost of fixing the issue that arose from their negligence, but the company refused. This is another attempt to get Heisers attention to this matter and respectfully request at least partial compensation.

  

  Business response

  03/20/2024

  Thank you for reporting this issue and providing the detailed background information.

  We are issuing a refund of $183.70 from our corporate office to cover the work done at *******. The check will go out today for delivery tomorrow. Please see attached *** label so you can track the delivery.

  We truly apologize for the inconvenience you experienced and hope you are enjoying your EcoSport.  
  

   

  Customer response

  03/22/2024

  [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 is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unauthorized Hard Pulls from Heiser Dealership, i called to discuss left msg, never got a callback, i have a spinal disability and i can't get a car loan due to 17 unauthorized hard credit pulls from one dealership. Riding the city bus is causing me unnecessary pain and suffering each day i take it to work.

  

  Business response

  01/08/2024

  
  
  We did send the customers information to nine separate lenders per his request for us to attempt to obtain financing for an automobile for him.  We also would have pulled his credit here for verifications of credit and identity as well.  That would be a total of ten submissions.Unfortunately, this is common for customers with lower credit scores and bad credit profiles.  The lenders that we would typically send these customers to will often have automatic qualification programs that will give us an outright approval or conditional approval based on the structure.  In this instance it looks like all the lenders wanted more money down and/or a less expensive vehicle. 
  Most likely both. 
  
  ****************** filled out the online application on 11/19/2023 after several days of contacting our sales and finance departments either for timing of an appointment or the negotiation of the deal. Below is a screen capture of the online disclosure that the customer must acknowledge before submitting the application.  You can also see the ************* that the application was submitted. 
  Attached-

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my 2009 **** escape to Heiser **** Quick Lane located at ************************************************************************************* on around 10/09/23 because my *** system light was on I was told the system needed to be replaced they gave me an option to buy a new one or a used one they said the price for a new system would be around $ ******* dollars and the used $ ******* I chose the used one because it was cheaper well they installed the unit and when I got my car back the brake pressure was very low they kept insisting the pressure was good so I didn't want a problem so I took the vehicle home three days later I brought the vehicle back to the shop because the *** system light was back on and the brakes had to be pressed to the floor to stop the vehicle so I brought the vehicle back in they said they fixed the braking issue they replaced a part the *** system was supposed to be fixed also this was 10/16/23 on 10/26/23 I had to call them back because I was having the same problems all over again with the vehicle I was told to bring the *** back in they inspected the vehicle and found nothing wrong on 10/28/23 the lights were back on I called the dealership at *********************** Dr and they set up an appointment for me to break the vehicle back in at North 76th Street on 10/30/23 at 11:00 am

  

  Business response

  11/14/2023

  [2:02 PM] *******************
  The original used part he chose to go with failed after the first visit. We replaced it with a new unit and only charged him the cost difference in price (no labor). Then he came stating the light was on again, we kept the vehicle for a week, we drove it every day and I called him every day to let him know we could not get any issues to act up. No codes stored. He then decided to pick it up on **** and he would drive it and let me know if or when the light came back on.

  [2:12 PM] *******************
  Also I did speak with him when he picked up because I saw he sent in a bad survey. I asked him if he thought we made the situation right by only charging the difference in part price. He said yes and agreed the survey he sent in was not fair and we had gone above and beyond that visit and the last one (not charging him). I asked him when he received a survey next to please change the score as we have tried to make this right.

  Customer response

  11/14/2023

  [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 is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 21 I emailed Heiser **** that I would like to do a trade-in on my 2013 Mini ****** for a new pre-owned car. We selected a **** Focus and I signed a document stating they would give me a preliminary $2000 trade in value with my mini-****** prior to checking it over. We towed the mini ****** to their dealership so they could verify the mileage and condition. They called me to inform me that the vehicle does not start. They claimed the engine is dead and it needs a new transmission and therefore could only give me $1000 trade in value. I accepted this deal and used that for the purchase of my new **** Focus on April 29, 2023. On May 5, 2023 I went back to Heiser **** to get our personal items out of the mini ******. They handed me the key and took me to the vehicle. I emptied the car and then attempted to try the key in the ignition to verify that it didnt start because at the time of the tow, it was turning over. We had no reason to believe that the vehicle didnt turn over other than the dealership insisting that the engine doesnt turn on. Low and behold, the key worked and the ignition turned over just fine. There was no issue. The dealership scammed me out of a fair trade deal and for that I feel it needs to be reported. I let the management know that I would never do business with them again. Its a measly $1000 that Im out (I think the mini ****** was worth more than that) but I understand that dealers need to make money. This experience highlights an unethical and bad business scam against a loyal customer (I have purchased 3 vehicles from the dealership prior) and was in process of buying a fourth but will no longer. Im seeking awareness to you that this was my experience. If Im lied to and scammed then others are too. Buyer beware.

  

  Business response

  06/06/2023

  On 5/9 at 9:13am ************************* contacted guest to come in to redo paperwork. On the 15th of May, the Guest came in and we redid the paperwork to show her increased trade in value of $2,000.  She was happy of the outcome.

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service was requested on my Vehicle to replace a clutch. I brought the part in and asked for an estimate. Labor was estimated in the 500-1000$ range and I approved of the costs. Initially, no information was provided on additional part purchases. After my car sitting idle at the dealership for 2 weeks, I reached out to the dealership who told me new parts had to be ordered. I asked for an estimate on those and was told "a few hundred dollars" for those parts. I approved of the purchase for those additional parts. After a total of 4 weeks, my car was finally finished. The bill for my repairs came to a total of roughly 3,100$. One part specifically being priced at 1500$. An estimate of this size was never given to me and was never approved by me. After asking why a purchase of this size is not approved electronically or directly by the customer in some way besides a check **** on the dealers end that says I approved it, I did not receive an answer aside from "that is how our system works." I pointed out that the system is inherently flawed and there could easily be an electronic or physical approval of a part that expensive. After no response to that, I negotiated to cutting parts down to cost in order to get my vehicle( I need it for work). The final cost that I paid, after negotiations, was still over double of what I was estimated at and approved of. Additionally, my cruise control no longer works after the repairs. Credit or some form of compensation is required for this predatory business practice.

  

  Business response

  03/17/2023

  I spoke with our Service Manager (*******************) this morning regarding this complaint:

  [8:00 AM] *******************
  I spoke to him and ***** **** Service Advisor who he interacted with) when he picked up and was unable to pay the bill. He said ***** quoted him the labor orignally when the vehicle was brought in. Then he does remember ***** calling him, telling him we needed more but he does not remember ***** telling him the cost of the parts (approx $1,900 list). But he agreed, yes ***** certainly did call him to tell him parts were needed and he knows the parts would not be free but he does not remember ***** saying $1,900. I ended up giving him the parts at cost, he seemed very happy with that and paid the bill.

  As far as the cruise control inoperative after the repair, we will gladly take a look at that and repair this if related to our previous service repair.  We do not feel he is due a refund, and feel we have already discounted the repair to a point where the guest was satisfied.

   

  Sincerely,

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

  Director of Fixed Operations

  Heiser Group

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to Heiser and I prepaid $1187.00 for my car to get repaired. They told me it was the Master Cylinder and the part cost $332.00 the diagnosis was $150.00. Then they said I was getting back $41.00. What did I pay for? They said the Labor was $900.00. They said they charge $$200 an hour.I called and got a quote from Wisconsin Muffler Tire and Auto Repair and they told me it would cost me $369.95 plus tax and that is with Labor included. I think I am being taken advantage of because I should be getting back $637.00 back to my credit card.

  

  Business response

  11/14/2022

  the vehicle is repaired and picked up by customer.  the repair did not need all the work and the customer was refunded the difference

  thank you 

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

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle to Heiser Lincoln on Saturday, October 22, 2022 to have the brakes fixed. They said they worked on it Monday, Tuesday and now today is Friday, November 4th. I was told they lost the paperwork on the vehicle and nothing was entered into the computer. I was then told they didn't have enough technicians this morning but would see if they can get it in soon and finish the work on it. I would like to have my vehicle back with the brakes working properly. Heiser did a new suspension, new rotors and brakes, oil change, and engine block repair just recently. I dropped my car off to have the brakes checked because it didn't feel like the work was done right. I did not know it would take two whole weeks and they charged me $1,187.00 for work they did not itemize. When I dropped it off they gave me some recall paper work. What actually did I pay for??

  

  Business response

  11/22/2022

  i will gather the paper work and send to the customer.  thank you

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped off my car at Heiser Ford Lincoln on Saturday October 22, 2022. I was to have my brakes done. They did not tell me the problem to my vehicle but charged me $1,187.00. They promised they would have my vehicle done by Thursday, October 27. I have called several times and even talked to ******************* the manager. They still have not fixed my car and tells me I can not have it back. I paid for my car in full and have the title to it. I would like for BBB to help me resolve this issue. It is going on 2 weeks and I still don't know what I paid for.

  

  Business response

  11/18/2022

  we have repaired and returned the vehicle to customer.  she was informed what the vehicle needed when she brought the vehicle in.  customer decided to pre pay for the repair.  we refunded her the amount that was not needed. thank you

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to Heiser ************ on east ************* on Saturday Saturday October 22, 2022 for them to look into my brakes. I paid them $1200 and I still have not got my car back because they are saying they can't find out the problem.

  

  Business response

  11/15/2022

  i sent a response 11.14.2022  the vehicle was repaired and the difference in what the customer prepaid and the actual repair was refunded to the customer.  thank you *****************

   

• Initial Complaint

  10/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My experience with repair work done at this dealership was absolutely unacceptable. And I now have to return vehicle for the same issue. I made attempts to discuss my concerns with GM, but I never got a response. Just totally blew me off. I reached out on front end concerns and I now reached out recently still no response. I believe because I did not purchase vehicle there, my concerns are not important. I am trying to make contact with warranty company and Lincoln Corporate. This is unacceptable. Although bank owns the vehicle, thus does not dismiss a bad experience. I need to speak with GM there about the terrible service. I would not step foot in this dealership again but I have to because they did original repairs. I will not accept the disrespect as a customer and warranty company will be made aware if what they covered and thats a subpar experience and subpar repairs

  

  Business response

  10/31/2022

  i have tried contact the customer by phone and his voice mail is full.  i sent him a email and hoping he responds

  thank you

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

   

*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. ↩