Complaints

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my vehicle into parks Lincoln while under manufacturers powertrain warranty in 2022 due to a low oil pressure warning, I asked for them to check for leaks. They checked and found none, but the tech failed to properly cross reference an extremely well known TSB for oil consumption. I left the dealership with a failing engine under manufacturers warranty. I visited parks many times after and not once under manufacturers warranty did they acknowledge missing oil relating to a *** for incorrectly manufactured valve guides. My Ford/Lincoln warranty expired and after****et warranty took over. Summer of 2023 I took my vehicle to Parks after begging **** the service manager via voicemail to give me the Lincoln experience because of the oil smell and again a low oil pressure light. ***** was then my service writer. I researched the *** for oil consumption and provided this to *****. Summer of 2023 the vehicle was properly diagnosed as needing a new engine. I was told the vehicle needed an engine tear down to get approval, I asked ***** over the phone while I had a Parks loaner car if he could circumvent the engine tear down. ***** said he would call my warranty and get back to me. I get a call back where ***** asked if Id approve him to drive my vehicle to conduct an oil consumption test, he was to properly fill oil, document, **** dip stick and drive the vehicle for 300 miles. I said sure. While ***** was driving my vehicle and conducting an oil consumption test, my extended warranty company closed the claim due to lack of correspondence between ***** and my warranty company. I took my vehicle to ************ and **** the service manager got an approval after several months of sitting at their service center waiting for my warranty company to fully unwind the parks Lincoln claim for an engine. Parks Lincoln quoted over $46,000 for an engine replacement, ************ is doing it now under my warranty at a cost to the warranty company of just over $13,000.

  Business response

  11/12/2024

  I do have some memory of the client. Unfortunately ***** is no longer with me. His warranty company required the engine to be disassiblebled and Mr. ******* did not approve. I don't know what he is looking for from Parks. I am glad he is getting the engine replaced under his extended warranty. I do not feel we did anything wrong, other than not getting his warranty company to approve his repairs. One last note...we do not and will not tell any ex warranty company or a client anything other than what we can can see and prove. They would not approve the engine replacement for us without disassembling, I don't know what ******* told his warranty company to get everything approved.    

  Customer response

  11/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. ******* **** initiated proper communication with my warranty company from service manager **** and got an approval using alternative diagnosis methods. ***** was very nice to me, but he did not know how to handle my third party warranty company. The issue originally was created with his inconsistent communication with my warranty company, conveying an incorrect need for engine teardown diagnosis while not seeking a supervisor of claims and asking if theyd approve a scope diagnosis approval since thats in my contract. Service manager should have gotten on the phone with my warranty company and handled the claim in 2023 since **** is well seasoned in the automotive industry and very good at what he does. The quote sent by ***** to my warranty company was over twice what ************ charged my warranty company for new block and accessories, the same job quoted by Parks. Ive accepted the resolution of knowledge the person who caused the issue from the start is no longer with the company, although he was very nice to me as well as everyone else Ive dealt with at Parks. I suppose this is a null matter now.
  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a vehicle from Parks on Longwood on 3/30/2024 in which a signed 90 day powertrain warranty was included. After taking it for inspection it was identified there was a leak in the rear differential, in which falls under the powertrain warranty. Parks of Longwood did not disclose knowledge of this leak prior to my purchase, and is now refusing to adhere to the 90 day warranty. Included is the purchase documents that include the warranty as well as the estimate to fix in which i am requesting reimbursement - $3,578.94

  Customer response

  05/20/2024

  Dealership has remediated the issue and claim resolved. This can be closed. Thank you

• Initial Complaint

  09/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 1, 2022 we took our our Lincoln MKT to Parks Lincoln due to a warning light on the steering system that had come and gone, as we wanted to ensure it was an issue that would not re-occur. We where told it was due to a bad battery as well as a bad steering rack. The steering rack alone was quoted at $3,200. I asked if the steering rack code could have been due to the bad battery, as it's driven electronically, and I was told that it could not have been, or there would have been a low voltage error as well. I thought this odd, and took my car to another mechanic, after paying over $250 in "diagnostic and shop" fees. The other mechanic diagnosed a bad battery, replaced the battery, and the car has been driven for almost two months with no re-occurance to the steering column code. I have emailed our service advisor at Lincoln 3 times asking about a refund for the diagnostic fee, and expressing that I feel they where pushing an expensive, unnecessary repair. I have not received a reply. I would like to have my diagnostic fee refunded, as it was clearly wrong, and we did not need the over $3,200 repair they specified.

  Business response

  11/07/2022

  Business Response /* (1000, 8, 2022/10/08) */ Dealer Service Manager tried to call customer several times. Voicemail left. Dealer wants to come to amicable resolution.

*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. ↩