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:04/17/2025

  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.

  I purchased a 2019 ***** Passport from dealership. Contacted dealership to inquire about the car. Vehicle only had a little over ****** miles, one owner and no accidents. I live in *******, ** and dealership is in *****, ** so I wasn't able to test drive car personally. I have always owned *****'s and know are very dependable. I spoke to sells *** ****** *****) and asked if car had any issues that would effect my decision to buy the vehicle. Sales *** stated car was in excellent condition and had no issues. I purchased car and used a car transport company deliver the vehicle. I met truck driver at rest stop to receive vehicle. When pulling onto interstate I immediately noticed the car was not accelerating properly and wheels were badly out of balance. Car was also shifting erratically at lower speeds. Took vehicle to have wheels aligned and balanced. Technician said one tire was out-of-round. I purchased a new tire. Even after doing this, still felt vibration in vehicle when speeds over ************************************************************* balance. Brought vehicle to ***** dealership to have transmission and AC (not working also) looked at. Dealership said a sensor needed cleaned and said it would cost $700-800 to ***air AC. Dealership was not able to fix AC at that time. Cleaning sensor improved acceleration and shifting, still felt vehicle was not accelerating as it should and was still shifting erratically. Contacted sales *** to inform him of issues and ***airs made and said he would talk to manager. Manager contacted me and stated they wouldn't buy vehicle back or reimburse me for ***airs. I explained that I was not informed about issues vehicle had and explained I wouldn't have purchased vehicle if I was told about issues. He stated car was sold in "as is" condition and there was nothing they would do about. I stated that I was not informed about the true "as is" condition. He stated they would still not do anything.

  

  Business Response

  Date: 05/09/2025

  The vehicle was sold As Is No Dealer Warranty, as indicated on the signed Buyers Guide. The buyer had the opportunity to arrange an independent inspection prior to purchase. No reimbursement or buyback is offered under the terms of the sale. A scanned copy of the signed Buyers Guide is included as evidence.

  Customer Answer

  Date: 05/26/2025

   
  Complaint: 23218629
  
  I am rejecting this response because:
  Dealership was not honest as to the true as is condition.  Car had serious problems that was not communicated to me which would affect my decision to purchase vehicle.  
  Sincerely,
  
  *********** *****

• Initial Complaint

  Date:03/15/2025

  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.

  On February 22 2025 at about 6-7 pm we get there parked and ******* met us outside and we said to him we had an appointment to see the used ***** 2014. He said he will he able to help us. We to inside and he stated he us going to bring the car around. He brought the car around and we t to take a look but he also said to us There is no driver so we couldnt test drive the car. When he back inside and we sat at his desk. He sat in front of us and print out the car faxs and the paperwork about the car. I asked him since we werent able to test drive it can we get a warranty for the car and plus we came a little late we have to see what the mechanic will say. He said oh yes it automatically comes with a 30 day warranty. We talked the salesman down with his manager to ***** dollars for the car. That wrote everything on paper on how we will receive the 30 day warranty and how nothing was wrong with the car. We buy the car but signed the agreement on an iPad. We drove off with the car and by the time we make it to our home in ************ the check engine light came on. The next day February 23 2025 at 10 am we took it to auto zone and they gave us a system diagnosis. Then later on we took it to the family mechanic and he stated the car need a new belt take it back to the dealer ship. As I looked in the glove department Wait they never gave me my paperwork for the car just the receipt.On February 24 2025 at 1:00 pm we took the car back to the dealership and stated to them something is wrong as soon as we made it home the check engine light came on. My fianc spoke to someone name ******* she is the service advisor at Lincoln and she said to him there is a lot wrong with the car more than what the salesman is saying bring the car back Friday so we start working on it. On February 28th 2025 at 2 pm we took the car back like ******* said. We drop the car off and went back home. At 5 pm I called ******* to ask her is the car staying? She replied no.

  Customer Answer

  Date: 03/15/2025

  This is ******* message to confirm That it was the belt we complained about.

  

  Business Response

  Date: 03/29/2025

  After reviewing the recent complaint, we have determined that the client was presented with multiple options, none of which have been accepted thus far. Additionally, the client has not authorized any further diagnostics at this time and we are still pending further communication for the client to select one of the many options that have been put forth. 

  Customer Answer

  Date: 03/29/2025

   
  Complaint: 23069902
  
  I am rejecting this response because When I came to buy the car the service center was closed, the next day i went to autozone after seeing the check engine light on. My fianc took it to service that Monday. We told them We came late that Saturday so the salesman said we can come today to get everything checked and fixed. The belt was going out before they sold the car. The car has 190k miles. The timing belt has to be changed 90k-100k They told us that was changed out before we bought the car but our mechanic stated the outer belt was never changed. Someone was driving the car for 40k miles after it was sold and before it was sold but was not registered nor the car went to get checked between those 2 years with the 40k miles. The car was only checked one time while it was on the Lincoln lot then the car sat for 107 days without it getting a full check up before it was sold. So I wanted to be treated like a real customer to the service department but no one did a check in or check out for me. Now my car is wasted and unused because of Lincoln neglect.
  Sincerely,
  
  Cameri ******

  

  Business Response

  Date: 04/22/2025

  We have provided multiple options in good faith to resolve this matter; however, none were accepted. Despite confirming an appointment, you did not arrive as scheduled on Friday. We also made several requests for you to retrieve your vehicle.
  Please note that the vehicle is no longer on our premises, as it was delivered to you.
  Attached is the signed document confirming the vehicle was sold as-is. As stated at the time of sale, the vehicle was purchased without any guarantee of additional service or warranty.
  Given the circumstances and our repeated efforts to assist, we consider this matter closed.

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23069902
  
  I am rejecting this response because Lincoln sold me a car knowing it had problems from the beginning the car was not properly maintained on Lincoln lot. The Car was not sold as is in the beginning. I did not receive my actual contract till the Monday my fianc came in to get the car fix. Our deal was written on paper but I was told to sign on an **** and the agreement that was on paper was on iPad. I was tricked. Lincoln practically harassed me to get the car off their lot when it was in the service department after it broke down. I was denied From Lincoln to even pay get the belts changed out before the car actually broke down. I never received my diagnosis only invoice that was made on wrong dates that ******* did. (Check Lincoln cameras) and the conversation I had with ******* (the person who told me to keep bringing the car in because she knew they could change the belts) i offered to pay but ******* said no you just bought this car and it shouldnt have all these problems. I was misrepresented and lied to about this car from Lincoln. The car was never in good shape to be sold and Lincoln knew. They just wanted to make a rushed sale because they knew if we waited for the service department it would have me to walk away from the car. Thats why the salesman told me I could not test drive the car and that it was no mechanic on sight. I was not the only one buying a car that night but I was the only one that was sold a diseased car. 
  
  Sincerely,
  
  Cameri ******

  

  Business Response

  Date: 05/07/2025

  We have provided multiple options in good faith to resolve this matter; however, none were accepted. Despite confirming an appointment, you did not arrive as scheduled on Friday. We also made several requests for you to retrieve your vehicle.
  
  Please note that the vehicle is no longer on our premises, as it was delivered to you.
  
  Given the circumstances and our repeated efforts to assist, we consider this matter closed.

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23069902
  
  I am rejecting this response because Lincoln does not care about customers nor their cars. They care about just making money. Even though I bought the car cash The salesman and the manager told me I could get the car inspected off the lot because the service place was closed and i could come on the next business day to get everything fixed. It stated on the contract as well. Lincoln changed my invoice twice. Just imagine what they do to people contracts when they are not looking because I received my actual contract 2 days later. I came 3 times in one week because I was told from ******* to do so. I even asked how much will it be to change out the belts before the car actually broke down. Lincoln neglected my service because they knew they sold me an already bad car. Either way Lincoln has a service department that any car can come to get fixed or repaired but they neglected me without telling me why?. Lincoln test drove my car themselves seen the check engine light was on and still told me it was nothing wrong with the car but there was. Lincoln is not a reliable service center. Its NOT about the sale of the car thats not only neglected but the service they provide is also neglected. Isdadora changed things on my invoice. I was discriminated as soon as I came back in with the car. I only had the car for 30 minutes when the check engine light came on. Then I only had the car for 2 weeks then it broke down after I kept coming in with the same complaint. 
  
  Sincerely,
  
  Cameri ******

• Initial Complaint

  Date:10/03/2024

  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 brought my car in for a system shift fault error. There is a nationwide recall affecting **** and Lincoln cars to a severe degree but my VIN wasnt included. At first ******* *********, their service manager, was very kind and they performed the service. Unfortunately, about 6 months later I had the same error come up. I could not get in touch with Mr. ********* and I thought he had left the company. I just didnt drive the car as my father has a terminal illness and I used his until I could go through the hassle of dealing with this again. A few months later I called the dealership, ******* in fact still worked there. I left messages and only when I told them I would be forced to contact a manager if he didnt get back to me did he call. He refused to give me any information about my car and tell me what specifically they did when the fixed the car and if its normal to have the issue again. He was childish, rude, unhelpful and seemed to think this was a funny game when in reality its my $46,000 car I am unable to drive for absolutely no reason. This recall number 22S43 they are supposed to put a protective cap on the bushing to ensure this doesnt happen and I have no idea if that or what was done. My car needs to be fixed and I need to know specific details of what was performed exactly on my car.

  

  Business Response

  Date: 10/09/2024

  Good day,

  Dealer has sent service documents to customers e mail with technicians' explanation of service on April 18 ro ******. Dealer had used goodwill money $622.04 on that repair, Ms ****** paid 25.00. 

  As per Ms. ****** vin number that car has no recalls for either part replaced.  In short dealer replaced a purge valve and a shifter bushing. There is no recall 22s43 on her vin or never was. 

  if any questions arise the customer has Service manager's email.  

• Initial Complaint

  Date:08/01/2024

  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.

  We have dropped off our vehicle for service only July 3rd. We just received first communication back from them yesterday July 31st stating our extended service warranty has been expired. I reached out to the extended service provider who has stated the warranty is valid and with being "platinum" most items will be covered. Today received a text message stating the warranty expired but I do have another warranty with them that doesn't cover the repair and I need to pay out of pocket.They are trying to not honor the extended warranty and simply trying to boost customer pay.

  

  Business Response

  Date: 08/05/2024

  Hello
  My name is ***********************, I am the service manager of Lincoln of Cutler Bay. I spoke to ******************** extended warranty company to gather more information.  Then called ****************,in that conversation he tells me his extended warranty was making a mistake in his coverage. He tells me that the starting miles on his contract was wrong, so it appeared he had no coverage to us.  Mr. ****** stated he called the extended warranty *** and came to a resolve. **************** then told me to repair his vehicle, and he would work out further details out with his extended warranty.  The dealer was not trying to deceive **************** in any way we were following the contract that he gave us upon write up, his third-party warranty documentation was wrong. 

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22076734
  
  I am rejecting this response because after service work was completed we were told we needed to schedule an Oil Change and luckily took to another dealership the next to find the vehicle OIL empty and oil drain plug cross threaded. It seems interesting after the BBB complaint that this location mishandled a simple oil change.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/23/2024

  Good afternoon,
         Customer states we were told we needed to schdule an oil change. The vehicle just left our service department when the check engine light came on Mrs. ***** vehicle, she returned right away. The vehicle went directly in the shop.  Advisor ****** asked Mrs. ************  about doing and oil change at that time she declined. Technician **** states he cleared the engine code,topped off the engine oil level and returned the vehicle to the service drive.  As for the striped drain pug the customer speaks about. I cannot elaborate, the drain plug was never removed or touched during the purge valve replacement, the replacement of the 2 steering wheel adjustment motors inside the cab or clearing DTC codes. We value this customer and would like to continue conducting business with them. If they need assistance, we will welcome.
  

• Initial Complaint

  Date:01/22/2024

  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.

  This dealership fails to repair the open recall on my vehicle! Months ago I made an appointment, took off work and was told the recall would be repaired. Upon arriving the manager of that department claimed to not have the parts to repair this dangerous open recall and advised Ill be the first to be contacted when they do! Lies, that never happened. I was told they had a mobile vehicle that would come fix the issue so I dont need to come in. Lies. That never happened. Months later and several emails later, still no repairs on this recall that could possibly burn me, my children and whoever else to the ground should it short circuit as the recall alleges! Ive emailed several people at the location over the past 6 months. Ive been getting automated emails promising or offering me to respond so they could schedule a repair. Then nothing happens after that. They are covering their own back to pretend they are actually scheduling appointments by using these automatic emails that say reply YES if you would like to schedule a repair from the mobile van. Months later you get silence , crickets and dust! Then boom, another 4-5 more emails asking you to reply YES if you would like a recall repair. Unprofessional and uncaring. Im sure if it was their family or children lives at stake, the repair would have taken place within the next few hours! This action could cost Lincoln very huge lawsuits due to someones careless and lazy actions regarding this recall! Is never the person who owns the brand/company, its always an employee that fails to do their job which creates bigger issues for that brand/company! This is a prime example!

  

  Business Response

  Date: 02/16/2024

  Recall 23s28B completed on Feb 5 repair order ****** see attached. 

  Service manager called customer for follow up. Custome states happy and is satisfied with the resolution.  

• Initial Complaint

  Date:02/10/2023

  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 purchased a used veh. from Lincoln Cutler Bay, I was sold a warranty & told it was for ****** additional miles to the existing miles or 5 years & the cost was added to my finance. 1 year later tge veh. needed an expensive repair & when I went to use the warranty the warranty *** advised the warranwas only good up to ****** miles & not for ****** additional miles & was no longer active. I went back to the ************* confirmed they has issued it incorrectly & it was their mistake but that there was nothing they could do about it. Even spoke to the general mngr. & he had no apology, no sense of customer service. Worst dealer ever, they should not be trusted on any type of service or purchase.

  

  Business Response

  Date: 03/07/2023

  Good afternoon,

  The warranty purchased was as up to ****** miles and up to 48 months (which ever comes first) guaranteed coverage on the vehicle. The vehicle is pre-owned and was purchased with approximately ****** miles. ** order to be covered up to ******* miles, as per the customer's complaint, she would have had to purchase a warranty for $6,000 over MSRP. The customer purchased a ****** mile guarantee at $3,915, leaving her guaranteed for ****** miles of coverage. Please remove and absolve this complaint as it was incorrectly misunderstood by the customer. Please also see the signed warranty attached with description of details and purchase prices. You will also clearly see that the warranty expires at ****** miles. I have highlighted important details for your convenience. 

• Initial Complaint

  Date:10/11/2022

  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.

  Purchased a 2018 **** Expedition. I asked if there were any damage or issues with the vehicle. I was told no its like a brand new vehicle. I asked if it had new tires I was told yes brand new. Upon receiving ************ had a puncture when I took it in for repair they said that the tires were from 2017 and already been patched. I had to drive around on the spare an 18 wheel (the others are 22s) I reached out to Lincoln and they said that there was miscommunication between service department and sales person therefore they werent going to do anything about it. A full set of new tires is going to cost a lot of money after I had been told the vehicle had new tires!Dealership charged over $800 for a full inspection/service. The 3rd row headrests are damaged and dont work therefore those seats can not be used. They said theyd send a new one but I cant install it as its a power headrest! 2 months later Ive not heard anything anyway. The vehicle key is not the original so wont work in the lock. They sent me a random extra spare key that at my own cost had to get programmed but again wont unlock the door manually. The car came with spiders or ants all inside which I had to bug bomb. The number panel on the drivers side is cracked. Theres extensive rust on wheels which the sales person said there was non at inspection then changed it to well we are in *******. I said that the car came from ***********! The car was supposedly serviced yet coolant level was below the low **** and no wiper fluid which is typically filled. I dont believe the vehicle was serviced. I filed a complaint with **** weeks ago, I had heard nothing so called again today, to which they have said at my own expense I have to take it into a **** dealership and have them evaluate the repairs and see if they are willing to cover any of the cost. I was not told this when I originally called. The Lincoln dealership has not been helpful in dealing with all the problems Ive had with this car.

  

  Business Response

  Date: 10/13/2022

  This unit was sold as is as. All our out of state deals are sold as is due to geographic restrictions. The customer is encouraged to use an independent inspector for vehicle condition. We do a safety inspection on all our units and repair anything that has to do with safety. The consumer complained that the unit in question didn't have new tires.We don't replace tires on our used vehicles unless specified in original inspection. We also don't provide second or spare keys on our pre-owned vehicles unless the customer who trades in the unit to us provides at time of sale. We send this customer a second key to help with the key expense via u.s. mail. The customer is responsible for programming the key. We are not obligated to give a second key for a pre-owned vehicle, and we provided a second key as a courtesy to the customer. No cosmetic repairs, such as head rests, are covered. Furthermore, for this reason, we always recommend having the unit inspected before purchasing. We are including a copy of the "we owe form" as a part of the response for this complaint indicating that the only thing left to do for the customer is the safety inspection. Please see the signed buyers guide attached showing the unit was sold as is. The dealer does not provide a warranty for any repairs after sale.

  

  Business Response

  Date: 11/15/2022

  As previously mentioned in our previous response, all contracts are final. Customer signed a binding form, which states that car is Sold as is.

• Initial Complaint

  Date:08/30/2022

  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.

  In 4/27/22, I experienced a hazard malfunctioning while driving a Certified Lincoln Corsair 2020, purchased in August 2021. This car Unexpectedly start slowing down, smoke, fumes like electrical cables were burning, and completely turned off while driving in the road. Gladly I was driving in a residential zone, thus not heavy traffic. Car was towed to Lincoln Of Cutler Bay for service. Days after I received a call to notify that the Engine fully damaged associate to a malfunctioning. Since this moment I have been requesting updates and specific details about the car, but no one has the audacity to call and advise, or provide any updates with reliable information. I have been changed from the 4 times since according to their policy Loaner cars can not over exceed ***** miles. ******** I have been 4 months waiting for the new engine to be installed and service hasnt been completed yet. Im not only discouraged by the lack of customer service and liability, but furthermore feeling very upset to buy a certified pre-own car with only 1***** miles that didnt even make it to the first oil change. Im claiming to have a total inspection of the car , including transmission and all electrical due to the fact this malfunction caused unexpected engine blow damage. I have been paying a car for the last 4 months without been able to use it. To this date, I havent received any written/email communication to report about the possible damage or repairs required. Nether about when I will have my car back safe to drive. For the last 3 months every time I call, they telling me that the mechanic will start working on it and to give them 2 wks. I even had requested to have the email from the manager and nothing had been provided to me. I will move forward to escalate this claim.

  

  Business Response

  Date: 09/09/2022

  We have been in contact with the customer several times since the case has been opened. They have been informed in every repair performed in the vehicle. We have two back ordered parts and the last part came in today. Our target is to finalize the repair today 09/09/22, and we forsee having the car washed, fueled and delivered on monday. The customer is understanding and are aware/pleased with our target date.