Complaints

• Initial Complaint

  02/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  When making the deal to purchase the vehicle on 12/3/23, it was agreed that it would include the Lincoln Aviator all weather mats for the first two rows. On 12/13/23, the vehicle was delivered without the agreed upon mats. On 12/14/23 salesperson, ****************, and finance manager, ***********************, that were involved in the deal were contacted about the missing mats. On 12/20/23, I contacted them again inquiring about the mats. On Saturday12/23/23, I was informed we would receive the mats on Wednesday or Thursday. I never received the mats and tried to reach out to ***** and ***** about them without any response back. I also tried several phone calls which were ignored and never returned. On 2/9/23, my husband was able to get Vadym on the phone. He promised he would get with ***** that day and send us confirmation the mats were ordered and on the way. This did not happen, so we are filing a complaint.

• Initial Complaint

  01/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I agreed to order and gave a deposit of $2,000.00 and told the management that I would be using a **Plan discount. They agreed and I have a text message to support that claim. Had many discussions regarding the order and the use of the **Plan. When I went in yesterday January 20 **** to test drive a like car I was told by the new manager that they would not accept the **Plan discount. I explained that it was agreed on by the sales person and the manager *************************. He explained ***** was not longer there and some example if I sold my company then the new owners would not have to comply with my agreements. I explained to him Central Florida Lincoln had not been sold. He just said he was a new manager and he would not honor the prior managers commitment. I want Central Florid Lincoln to honor their commitment. They have held my deposit money for over 3 months and now say not going to honor their agreement.

• Initial Complaint

  11/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  The purpose of this letter is to ask for help to the accredited Better Business Bureau to address my unfortunate situation regarding the purchase of the Lincoln Navigator VIN#***************** made on September 21, 2023 at Central Florida Lincoln Orlando located **** *****************, Orlando, ** *****. Since September 21 to the present-day October 31, the vehicle has been at the dealer 21 days and the vehicle is still at the dealer for repairs.I bought a vehicle for $114,432.47 from a supposedly prestigious brand and dealer and what I have received is a vehicle with manufacture problem in the brake system, wheel vibrations and several repairs due to negligent care of the dealer. This situation does not represent the commitment of the dealer. The nature of the dispute is related the negative of the dealer to buy-back the after mentioned vehicle that has been replaced the brake system due to manufacture problems, also has an underdetermined wheel vibrations, and the vehicle was object of negligent care by the dealer that damage the below parts of the vehicle during the the time the vehicle has been under repairs:Damaged on the vehicle due to the dealer:1.Driver door paint.2.Driver door does not close soft and does not flush with back door.3.Scratches at the inside panel of the driver door.4.Scratches at the plastic black panel of the pilot door.5.Scratches at the roof of the vehicle.6.Pilot rear-view mirror blurry due to spots. I reached Lincoln customer service and the general manager of the dealer, and they did not agree to buy-back the car or to exchange for a new one. I propose that the manufacturer Lincoln or the dealer Central Florida Lincoln Orlando buy-back the vehicle for the full amount.In my humble opinion, I as I client does not deserve to keep and paid for a new vehicle with manufacturer problem on the brake system, vibrations and now cosmetic repairs due to the dealer.Thank you for your help!!!

• Initial Complaint

  05/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On 05/13/2023, I purchased a 2021 Hyundai Tucson from Cent Fl Lincoln . I paid around 25k for the car. After I signed my loan docs, I was walked out to the car to drive it away and there was only one key. I was never told it had only one key. The dealership has said they would try to contact the previous owner and see if he still has the key but I just keep getting the run around. These newer keys are electronic and cost around $380 to replace. I had already signed the loan papers so there was nothing I could do. This car was also advertised as one owner and at this point I am not sure that was true either. Can you please help me? All I want is a 2nd key. That is it.

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I delivered my 2021 Lincoln Corsair to the Central Florida Lincoln Body Shop on 07/26/2022 after an accident. The body shop for several reasons delayed the repairs to our car until January 2023 with no concessions to make the long repair right. First, they said they were waiting on a Lift gate for the car. Once, they received the lift gate, they said they were waiting on the exhaust. The dealership had my car for 6 months, and offered no discounts or concessions to make things right. They were spotty in updates, and kept making excuses on when the repair would be complete. Furthermore, they would not except my check for payment. I would like a refund of part of the cost of the repair since they had my car for over 6 months.

• Initial Complaint

  12/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  2019 Lincoln ***************** Label ****** miles <5K miles out of warranty 8/3/22 - Initial repairs performed (A/C, rear brakes, oil change, transmission, trim) Cost $6K 8/15 Picked up car - Brand new issue with seat. Issue persisted, informed dealer 8/17/22 8/18 Followed up after no response from dealer 8/19 Dealer responded that ******* saw an issue with module but thought had been fixed. We offered to drop it off to fix it. No response of when to drop it off 8/22 Car died and wouldn't take a charge. Towed to dealership 8/23 When asked for update dealer stated "they don't like working in the direct sun if they can help it"8/24 Dealer stated likely electrical issue, battery would not keep charge, ordered new battery. We stated no electrical issues until left in dealer's care 8/25 New battery installed. Issue with body control module signal 8/26 Confirmed "yes. The *** is bad"8/29 Asked for update 8/30 Dealer left vm and long text. Offered to cover labor for *** with us paying for parts. *** on backorder, got loaner (not enough seats for family)9/2 Approved *** repair 9/6 Got loaner 9/16 Asked for update, part hasn't shipped 9/20 Asked for update, getting part 9/21 9/27 *** installed. Car started once, but not again. Changed battery "now it only runs, it will not drive, nor does the alternator charge" Dealer said "probably insurance" for resolution 10/4 "HOPE TO HAVE YOU READY THIS WEEK"10/10 Asked for update 10/11 Asked for update 10/12 Dealer states "underlying concern in the wiring" and requests authorization to continue work at $249/hr. Questioned previous repairs/lightning strike. We did not authorize. All previous maintenance was through Lincoln dealership. No sign of lightning 10/14 Spoke with *************************. Decided to pursue discussions with Lincoln Corporate. ZERO communication from dealership since this date Left multiple vm's for ********************* with no return calls 11/17 *************** claim. Cause needed, dealer no help 12/10 Today

  Customer response

  12/13/2022

  12/12/22- Received phone call from the dealership (someone we have never spoken with), and were told that it was determined the car was "struck by lightning" and that we need to return their loaner because this diagnosis will go through insurance and insurance will have to provide us a loaner vehicle.
  12/13- We called our insurance adjuster, who said she had no updates and recommended calling our appraiser.
  12/13- We called our insurance appraiser, who stated that he has not received any updates from the dealership with a diagnosis.

  Customer response

  12/17/2022

  12/14 - Received email from service director stating neither insurance nor Lincoln corporate are participating in the repairs. Said they need to get the loaner back. They are requesting authorization for additional 10 hours of diagnosis time at a cost of $2,499.50 plus tax and shop supplies.
  12/14 - We called Lincoln corporate again. Spoke with a new concierge who repeatedly called the dealership on 12/14 and was able to speak with them to obtain some additional details on diagnostics performed to date.
  12/15 - We responded to service director with two questions, two requests, and an offer to authorize work up to $2,000 all in. Questions: 1) Does Central Florida Lincoln have video footage of the parking lot during the time that our Navigator was in your possession during the initial repairs? (August ****). Since the vehicle had a new issue when returned to us, we are curious if you are able to document a potential lightning strike during that time period. 2) Did a ***** Service Engineer physically look at our Navigator at the dealership? Or did an engineer verbally consult on the issue? Requests: 1) Dealership provides a list of all work that has been performed to date in an attempt to diagnose the issue. 2) Dealership agrees to regular updates on the progress of diagnostics.
  12/16 - Received phone call from dealership Director of Operations. He now says that they likely would have already found evidence of a lightning strike. (Dealership is the party who proposed the lightning strike theory. They advised us to call corporate and file an insurance claim based on a lightning strike.) No agreement for plans to move forward with diagnostics yet.

  Business response

  12/22/2022

  8/3/22
  Customer dropped his vehicle off for a transmission and A/C issue. WE completed a TSB that was to fix the customer concern. Also A/C wasn't working we replaced the evaporator case.
  
  8/23/22
  Customer calls in and says his vehicle wont start and there is a problem with his seat, however he acknowledges his vehicle is out of factory warranty. Customer says he shouldn't be responsible financially since the vehicle was just here 20 days ago.
  
  8/24/22
  Customer requests to "talk with someone" claiming his car never had electrical concerns until he got it back from the dealership. Service advisor talked with customer and explained everything customer was ok.
  
  9/6/22
  Customer approved us to replace BCM. Dealer offered to pay for labor if customer paid for parts. Customer also got a loaner.
  
  9/16/22
  BCM part hadn't shipped yet.
  
  9/23/22
  BCM Part arrived. Replaced part and car continues to have electrical issues.
  
  10/14/22
  Spoke with customer and he stated he was going to contact the manufacture and see if they can warranty the issues. If not he was then going to call his insurance company and file a claim with them. Customer said he would let us know what the manufacture or his warranty company said.
  
  12/12/22 Customer calls in upset b/c he received no communication. We reminded him he was supposed to get back with us. ****************** wasn't able to pin point the cause of the electrical issues. Our Tech working on the car said based on how the vehicle is not responding it's almost as if it suffered a major electrical surge, like being struck by lighting. The comment was made by the tech since the vehicle wasn't responding to our testing.
  
  12/13/22 WE needed to keep diagnosing the vehicle to find out what exactly is wrong. The dealership had already invested **** hours of diagnosis into the vehicle at the expense of the dealership. At this point we have to get either the manufacture to warranty the repair, the customers insurance to pay the claim or the customer to pay to complete the diagnosis and pay to fix it once the fault is found. The manufacturer declined the warranty claim as the vehicle is outside of it's warranty period. *************************** said they will pay the claim if we can prove it was struck by lightning. In order to determine this the dealership needs an additional 10 hours of diagnosis approved by the customer. The customer refused.
  
  12/14/22 The customer has been in our loaner car for several weeks and we need to rotate our loaner fleet. At that time we let the customer know that the manufacturer wasn't willing to participate in the repair of the vehicle since it was outside of its warranty window. Also let the customer know that the insurance company would pay the claim if we could prove the vehicle was struck by lightning. In order to determine if it were struck by lightning the service department needs additional hours of diag time to be paid by the customer. Customer declined.
  
  12/15/22 Customer offered a sum of money to complete ******** along with some demands. Customers offer is 34% below what we charge to do that diagnostic work. The customer has been informed there is no footage of the lot. Customer was also informed a ***** Service Engineer didn't come to the dealership it was over the phone. The dealership has attempted to contact the customer and customer didn't answer.
  
  
  We can't move forward until someone pays us to complete the diagnostic testing to find out what is wrong with the vehicle. At this point if the customer is unwilling to fix their car they need to come get their vehicle and bring back our loaner. If they wish to fix their vehicle we have to begin the diagnostic work to discover the problem. Once the problem is found the customer will need to pay for the repair.
  

  Customer response

  12/29/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Central Florida Lincoln (***) used incorrect/incomplete information in response to this complaint. We now have to take up more of our time to correct the inaccuracies stated by *** regarding the timeline of this complicated problem. We have already spent countless hours documenting information and trying to understand/resolve this situation with ***, Lincoln ************** our auto insurance company, and personal contacts familiar with the situation and the auto industry in general. We have been without our primary family vehicle for the last 4+ months after paying $6,000 for initial repairs, and also continuing car and insurance payments over those months. We are highly motivated to solve this. We will copy/paste the inaccurate statements made by *** and then state/reiterate the facts below:
  
  (1) Statement from ***: "8/23/22
  Customer calls in and says his vehicle wont start and there is a problem with his seat, however he acknowledges his vehicle is out of factory warranty. Customer says he shouldn't be responsible financially since the vehicle was just here 20 days ago."
  
  Our response to statement (1): Per our initial complaint, we informed *** of the brand-new problem with the front driver's seat on 8/17/22 (a new issue that did not exist until *** made initial repairs to the vehicle). We offered to bring the car back into the dealership to repair the issue with the seat, and did not receive a response of when to bring it in. Then the vehicle died on 8/22/22, and we informed the service advisor at that time of this by text and phone call. The only communications on 8/23/22 were through text, and BBB already has screen shots of that conversation where we were mostly asking the service advisor for an update on the vehicle. ***The service advisor involved in these conversations retired at some point during this situation (which we only found out through our subsequent conversations with Lincoln corporate), so we had no additional communication with him after 10/12/22.
  
  (2) Statement from ***: "12/12/22 Customer calls in upset b/c he received no communication. We reminded him he was supposed to get back with us. ****************** wasn't able to pin point the cause of the electrical issues. Our Tech working on the car said based on how the vehicle is not responding it's almost as if it suffered a major electrical surge, like being struck by lighting. The comment was made by the tech since the vehicle wasn't responding to our testing."
  
  Our correction to statement (2): Per our phone records, in the time between 10/14/22 and 12/12/22 we called the dealership twice - on 10/19/22 and on 11/28/22 (this call included us leaving a voicemail for the service director), and we did not receive a return call. It is offensive for *** to claim that they had to remind us that we were supposed to get back to them, when in fact we DID reach out to them and never received a response. Also between 10/14/22 and 12/12/22, we spent a considerable amount of time speaking with Lincoln corporate, various contacts through our insurance company after filing a claim (and an appraiser being sent to the dealership), as well as reaching out to friends and family for thoughts and advice about this very frustrating situation that was not progressing. We had also been told by Lincoln corporate during this timeframe that *** told them they no longer wanted to work on the vehicle and that we should spend our own money to tow it to another service provider.
  
  (3) Statement from ***: "12/13/22 WE needed to keep diagnosing the vehicle to find out what exactly is wrong. The dealership had already invested **** hours of diagnosis into the vehicle at the expense of the dealership."
  
  Our response to statement (3): The hours spent diagnosing the vehicle through 12/13/22 had repeatedly been stated to us as being 20+ hours. Our insurance appraiser also stated to us that *** told him they had spent "over 20 hours" diagnosing. When we questioned the *** on a phone call 12/23/22 about the discrepancy in hours between what was vocally stated and what was listed here in the *** BBB comment, he stated that it was a difference of actual vs recordable hours.
  
  (4) Statement from ***: "12/15/22 Customer offered a sum of money to complete ******** along with some demands. Customers offer is 34% below what we charge to do that diagnostic work. The customer has been informed there is no footage of the lot. Customer was also informed a ***** Service Engineer didn't come to the dealership it was over the phone. The dealership has attempted to contact the customer and customer didn't answer."
  
  Our addition to statement (4): As stated previously, *** was asking us to authorize $2,499.50 plus tax and shop supplies for an additional 10 hours of diagnostics. We counter-offered $2,000 all-in. We were proceeding with much hesitation due to wondering whether *** created the new problem during initial repairs. We were further hesitant after our phone call with the *** on 12/16/22 and his statement that they likely would have already uncovered evidence of a lightning strike if that had been the cause of our new issues (***'s suggestion of a lightning strike always sounded suspicious and unlikely to us). We did not reach a mutual agreement to move forward during the 12/16/22 phone call. The *** was supposed to call us back on 12/17/22. *** did not call until 12/20/22. We returned his call on 12/21/22 and he could not talk at that time.
  
  (5) Statement from ***: "At this point if the customer is unwilling to fix their car they need to come get their vehicle and bring back our loaner. If they wish to fix their vehicle we have to begin the diagnostic work to discover the problem. Once the problem is found the customer will need to pay for the repair"
  
  Our response to statement (5): This is ridiculous. At no point have we shown an unwillingness to fix what is our primary vehicle. The only party having shown an unwillingness to fix our vehicle was ***, as relayed to us by Lincoln corporate when telling us that *** no longer wanted to work on the vehicle. As stated above, we have spent countless hours trying to sort through the limited information provided to us, as well as talking with corporate and filing an insurance claim. Our more recent conversations with *** point to the lightning strike theory being bogus, as well as a bent pin under the seat that showed as our new issue after the initial repairs. All we are trying to do is make sure that we are not paying for what is potentially ***'s mistake. We are the ones continuing to pay for a vehicle that hasn't been in our possession for over 4 months, dealing with significant stress, a substantial investment of time in this matter, placing additional wear and tear on our secondary vehicle, and having to modify our driving habits due to this mess.
  
  Additional new information:
  12/23/22: *** emailed us to see what we "would like to do". We had since seen ***'s response on this BBB complaint, and replied to his email that we were uncomfortable moving forward due to several inaccuracies included in the response. We also asked for a status update on our request to *** to supply us with a list of the work they had already performed to date.
  
  12/23/22: *** responded to our email stating they cannot print anything from our service record, then asking "So what day do you want to schedule to pick up your car?". We did not immediately respond to this email.
  
  12/23/22: *** then called us and that conversation included discussing many things and the path to move forward. We agreed to continue discussions after Christmas.
  
  12/23/22: *** emailed accepting our offer of $2,000 all-in for the additional 10 hours of diagnosis.
  
  12/26/22: We authorized additional work for $2,000 all-in. We also asked when we can expect our first update on the new work performed and an expected frequency of updates. We also asked again for any available method that the list of prior work performed can be shared with us, including possible screen shots or a simple list written down of the top **** things done to the vehicle. We did not receive a response to this email and still have received no documentation.
  
  12/29/22: We called the dealership asking for an update on the vehicle. The service director returned our call and supplied progress updates. He stated that they found a loose, bent-over pin under the front driver seat, causing a bad contact and the seat to not function properly. (Note: This problem with the seat was the brand-new issue noted by us upon taking possession of the vehicle after the initial repairs in August, which we had informed the dealership of before the vehicle died and had to be towed back to the dealership.) We asked if the seat had been removed during the initial repairs, and the service director responded that there was a 75% likelihood that the seat had been removed during the initial repairs.
  See Attachment/File: IMG_1234

• Initial Complaint

  10/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It has been about a year now since I took my Lincoln Navigator in to be fixed under the warranty. However, the warranty denied to fix it. So after several months, I called to get a price to pick up my vehicle from the shop. It was stated that John would contact me to let me know what the cost would be. Months later, I never heard from John or Central Florida Lincoln. I called several more times to try to find out this information to pick up my vehicle. On one occasion I was told that a member of management would call me back to give me the cost of pick up. I waited a month without hearing back from anyone. I called again and they connected me to the direct line of John and I got his voice mail and left a message stating that I wanted to know the final cost so that I may retrieve my vehicle and to date I still have not heard anything back from anyone. It is almost as if they are trying to buy out the time in order to keep my vehicle on a mechanical lien instead of trying to give me the cost to pick up my vehicle. So it has just been sitting there collecting storage fees. If I knew that Central Florida Lincoln were such crooks and thieves, I never would have took my vehicle there to start with. All this started in 2021 and now it is almost 2023 and they refuse to call me back and when I go to the location, it is as if I am talking to a computer to information.

  Business response

  11/03/2022

  Business Response /* (1000, 8, 2022/10/19) */ Good evening, We have been in contact with the customer. We even agreed to waive storage fees as a curtesy to the customer to pick up his vehicle. Last communication, the customer agreed to come in last week Wednesday, October 12, 2022. To date the customer has not come to pick up the vehicle. Consumer Response /* (2000, 10, 2022/10/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, I spoke to the manager and we have come to an agreement and I will be picking up my vehicle. Thank you both!

• Initial Complaint

  05/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I leased what was supposed to be a NEW 2021 Lincoln Corsair in August 2021. The car had a jerking feel when driving. Immediately, at 250 miles I received an engine warning light. The car was turned into the dealership and I was told it was, "a missing bolt." The car was returned to me and continued to have a jerking feeling. Two more times I turned the car into the dealer. After telling me there was nothing wrong, I pulled *******. The ******* showed the car had been serviced three times before I bought it "new." The agent finally admitted it had had a replaced transmission which he claims, "happens on the time at Lincoln on new cars." Who would think they need to pull a ******* on a new car? I had told them there was a transmission problem and now I learn they replaced the transmission with a refurbished transmission? Lastly, when I visited the car dealership last in writing one agent said, "nothing wrong" and another said, "we found an electrical issue and fixed it." I want a replacement car or I want them to take the car back and give me my deposit.

  Business response

  06/13/2022

  Business Response /* (1000, 5, 2022/05/20) */ we traded her into a brand new 22 vehicle for the same payment. Consumer Response /* (2000, 7, 2022/05/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) 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. ↩