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:07/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 my 2021 **** Escape. When purchasing I noted that the rear brakes was making a high pitch screech. Sept 22, 2023. When I picked up the vehicle - I ask **** ******* (sales **** and his manager if the issue had been fixed. He and the mgr assured me it had been. It had not. I returned for oil changes 3 times - each time asking when they were going to fix my rear brakes. I was told that ******** were on back order from ******************. The last time I went in for an oil change I was told that is would cost me $465.00 to repair the rear brakes. On June 21, 2024 I sent a text to **** ******* - asking about my brakes. He told me would have his manger call me later that day. I received a call - the manager said he didnt know about the issue with the brakes when I purchased the vehicle. He said he would get back to me. He never called back. I finally reached out to **** ******* one last time - on July 22, 2024 - letting him know I was going to file a BBB complaint - no response since then.

• Initial Complaint

  Date:03/07/2024

  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 had an issue with my vehicle not affecting driving. The issue was a park brake malfunction. I brought my vehicle to this dealer and asked how long does the diagnosis take if I leave it now. They said 2 days. I said I have business to take care of today so I will come back another time. This statement proves that the vehicle was drivable and the issue I brought it for was not affecting driving. I come back in about 2 weeks. I leave the vehicle for repair. They said they need to replace some parts. I said fine. They ordered the parts. They said they will need a few days for parts to arrive. They also brought up a coolant leak issue, I said I recently fixed the leak issue by some other shop, I would need to take the vehicle for that shop to fix this issue cause I have a warranty on that repair. So I said, while we are waiting for the parts youre ordering, I want to take it to the mechanic to fix the coolant who happened to be a few miles away from them. That way I could accomplish more in the same time. I went to the dealer to pick up my vehicle but there was an additional alert on the screen, and the car was not drivable. So I told them whats going on they started shifting blame. I said I brought this car in for one issue now you guys damaged something and theres serious issue making the car undrivable. They denied responsibility and refused to do anything about it. I called 911, they said its a civil issue. I refused to take repossession of the vehicle and left it at the shop so I wont be blamed for the issue they created. I called their corporate company and theyre trying to reach out to them. Now they have my vehicle that they damaged. Also, there was smoke coming out of the vehicle like its burning. All that on their premises. I only drove it a block or 2 away and it wasnt driving properly and came back. I have *********** evidence of everything happened. I demand them to repair the damages they caused.

  Business Response

  Date: 04/02/2024

  Mr. ****** cars was brought into our store for a diagnostic of a parking brake malfunction. Our team diagnosed his is*** and presented him with options to repair, which he declined. During our diagnostic we had to reconnect safety features that had been previously disconnected.  Mr. ***** picked his vehicle up, then returned with his vehicle complaining that we had broken his car, and it was not driving right.  During that exchange he became belligerent with our service manager and called the police. When officers responded they explained that no crime had been committed and it was a civil matter. He then refused to take his vehicle and threaten to *** us numerous times. 
   
  Since his vehicle remained here, we decided to disconnect the parking brake ( as he requested) and put it back in the form we received it. He returned to pick up his car on Saturday and became belligerent with me, calling me several derogatory names, on two separate occasions. He was asked to leave out property and not return, which was the second time hed been told this. He was advised that if he left his vehicle, it would be towed. When he returned again saying the car wasnt running properly, he left, and it was subsequently towed off our lot. 
   

  Customer Answer

  Date: 04/02/2024

  
  
  Complaint: 21402973
  
  I am rejecting this response because:
  they continue to lie. I approved repair. I did not authorize towing. It was the weekend and even if I chose to pick up the car I can only tow it myself and theres no place to tow it to. Mechanics are closed. After all I shouldnt deal with the damages and consequences of what they did. They also said Im trespassing and I need to leave of course I would be upset if someone damages my car and since I was trying to come to a resolution Im told Im trespassing and they all ganged up on me and became very hostile and aggressive. 
  
  Sincerely,
  
  *************************
  
  
  

  Business Response

  Date: 04/15/2024

  Mr. ****** cars was brought into our store for a diagnostic of a parking brake malfunction. Our team diagnosed his is*** and presented him with options to repair, which he declined. During our diagnostic we had to reconnect safety features that had been previously disconnected.  Mr. ***** picked his vehicle up, then returned with his vehicle complaining that we had broken his car, and it was not driving right.  During that exchange he became belligerent with our service manager and called the police. When officers responded they explained that no crime had been committed and it was a civil matter. He then refused to take his vehicle and threaten to *** us numerous times. 
  
  Since his vehicle remained here, we decided to disconnect the parking brake ( as he requested) and put it back in the form we received it. He returned to pick up his car on Saturday and became belligerent with me, calling me several derogatory names, on two separate occasions. He was asked to leave out property and not return, which was the second time hed been told this. He was advised that if he left his vehicle, it would be towed. When he returned again saying the car wasnt running properly, he left, and it was subsequently towed off our lot. 
  
  

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21402973
  
  I am rejecting this response because:

   

  Fox Lincoln's response lacked substance, merely reiterating an inaccurate argument. They asserted that a disconnection and reconnection fixed the issue, but the problem persisted upon my second visit, indicating their claim was false. Despite my authorization for repairs, they deny it, including the towing, which was unnecessary given the circumstances of the weekend. 
  
  
  I am seeking reimbursement for damages totaling over $2000, covering towing expenses, damaged tires and brakes, and alignment issuesa cost I should not bear. Additionally, I paid a diagnosis fee for a job they did not finish as agreed.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 October 15th, 2022 I had to have my 2020 **** Explorer ST towed to Fox ****, after it abruptly stopped running. After many unreturned calls from the service department, I finally got an update, from someone in service after waiting over a month. I was informed the transmission on my vehicle had failed and would need to be replaced. Additionally, the housing of the driver's side seat adjustment controls is cracked (for the second time, as it's made of cheap plastic), and the sun roof isn't sealed properly and leaks when it rains, and the back up camera screen randomly goes out completely, or the screen is completely blue and nothing can be seen (I've taken it in three times to get this issue corrected and it's still not fixed. I have yet to be given a clear date when my vehicle's repairs will be completed. I have been without a vehicle since that date and have not been offered a replacement vehicle. I spoke to **** customer service and they offered to cover the cost of the rental vehicle I was forced to obtain, as I cannot be without a vehicle due to my personal and professional obligations. I was told by **** corporate customer service that they had made arrangements with the dealership to handle the reimbursement. When I spoke to the service department at Fox **** about this they claimed to not know how to process this request.I have been a **** customer for over fifteen years, and actually purchased a 2022 **** Transit Connect over the summer for one of my businesses. This has been the worst experience I have ever encountered with any auto dealership. I will never purchase another **** product again.

  Business Response

  Date: 12/19/2022

  Hi, 

   

  Please see the response that is attached from our Fixed Ops Director. **************** 

   

  Thanks

  Customer Answer

  Date: 12/20/2022

   
  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

  Date:09/07/2022

  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.

  My 2016 **** Expedition suddenly started having electrical issues where I could not use my turn signals, windshield wipers and only the high beams worked just to name a few. When I took the vehicle to a mechanic I was told the vehicle had rodent damage so I called Progressive to have this assessed and the vehicle was taken to a shop. This shop said the vehicle was total loss but Progressive wanted a second opinion and chose to have it towed to Fox ****. The vehicle has been in their possession for about a month now and I've been given nothing but the run around. First Progressive told me that the vehicle had collision damage that was confirmed by the mechanic (which who knows?) then *** is saying they can't locate the problem accused me of disconnecting cables that are causing these problems in the module. How? I'm not a mechanic. And just today ***** one of the mechanics told me that **** is releasing the vehicle and I need to pick it up. Mind you the vehicle has NOT been fixed no one can determine the damage and when I told him that I cant believe he suggests that I pick up a vehicle where the turn signals don't work, only high beams turn on and windshield wipers don't work and that it was irresponsible to even suggest that he changed his tune and blamed me for not telling him those problems in the first place. How does a mechanic not see this is happening? Did Fox **** call me once to ask me what was wrong? NO. Up until last week all communication was between my very dismissive ******************************************* and *********** directly. It baffles me that a MECHANIC would suggest that a video that is not safe to drive on the road be picked up? Makes me question what else is happening at Fox ****. STAY AWAY!