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 had an appointment to have a few repairs done under warranty on 1/3/25. 5 weeks later, I finally got my vehicle back. During that time, my vehicle was driven, without my consent or permission, over ****************************************************************************** fact fix the problem, and that they still heard and felt the grinding issue and gear issues. When we reached out to the service manager, he "looked into it" and then told us that ****** ********, our service advisor, was driving it as a ****** vehicle, to drop off porters at customer's houses to pick up their vehicles for service, as part of their pick up and drop off service. So they were using my broken vehicle to drive 20+ miles one way for their company's financial gain. On one Friday, it was at ****** Red Hots for lunch, and the following day, it was at Raising Canes for over 20 minutes, with the vehicle running the entire time. I have screen shots of my GPS in my **** pass app to prove all of this. Even the customer's addresses that my vehicle was at during their pick *** and drop offs. They had no permission or reason to joy ride in my vehicle. They put excessive mileage on it. When the service tech drove it for diagnosing purposes, he drove no more than 7 miles each time. Driving over 75 miles in one day, by the service tech- who has no knowledge of diagnosing it- and for the reason he was driving it, is unethical. I was told that he wasn't eating lunch in my vehicle, but that he was in the parking lot of the fast food establishment on the phone with his wife in my vehicle- which is still unacceptable. My son is deathly allergic to tree nuts- I have no idea what he or anyone else ate in my car while they were putting all these miles on it. Nor do I know what further damage driving so many miles on my damaged car could have done. The ** never returned our calls. **** customer service took the info, but never called us back. I was also mislead on my maintenance plan.

  

  Business Response

  Date: 04/25/2025

  Thank you for bringing the customers concerns to us. Our technician worked on the vehicle and performed a necessary repair. Then, we put miles on it to verify whether the problem continued, as it may not have appeared for some time. We explained this to the customer, and apologized for the manner in which it was used. Our Service Director had a meeting with the entire department on this issue as well. It will not happen again. When we heard of the allergy, we had the car detailed both interior and exterior at no cost. We are sorry the customer is upset and would gladly offer a maintenance plan for oil changes as well. Please have her contact ****** ******** at **************************. 

• Initial Complaint

  Date:04/10/2025

  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.

  Couldn't fix my car for over a year kept changing the same sparks plugs over and over again. Check engine lights would continue to go on. They personally Drove my car for over a month to get my car thru emissions. Picked up my *********** engine light came on hour after driving. When I called and brought it back in the next day they told me that car had big engine issues and who knows how bad it is because they fixed the car improperly for over a year. & a half. Would prob cost thousand & thousands of dollars to fix. & that all my warranties were expired and there was nothing they could do for me. Was told if I didnt want to keep car anyways to unplug battery, plug back in to turn off check engine light & trade it in . They couldnt & wouldnt take my car as a trade, knowing its history though. Called to speak to owner was pawned off to service guys in the shop.

  

  Business Response

  Date: 04/21/2025

  Thank you for bringing us the customer's concerns. Our records show the last time she was in the shop was June 21, 2024. The vehicle is a 2017 Lincoln Navigator which had over ****** miles on it. We identified multiple issues that the customer did not want to fix. We trust this adequately addresses her complaint. Thank you.  

• Initial Complaint

  Date:02/25/2025

  Type:Billing 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 Feb 2, 2025 I purchased a 2015 F150 Black Ops edition from Fair Oaks Ford. I traded in my 2023 Colorado for this vehicle.I owed ****** on the Colorado and the F150 was ******. I ended up financing ****** as the negative equity from my Colorado was rolled into the F150. ******** was financing the Colorado, and was called and notified about the pay off that has yet to occur. *********** has already started the new account for the F150 and I have a payment coming due.Fair Oaks Ford has not paid off my on the Colorado they now have listed for sale on their website. It has been **************************************************** 21 days.

  

  Business Response

  Date: 03/03/2025

  Thank you for the information. The trade was paid off, and the check cleared our bank on Feb. 21. We called the customer to let her know and trust this clears up any issues. Thanks. 

• Initial Complaint

  Date:01/27/2025

  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 was granted a good will warranty on 5/26/2023 through Lincoln ************************** as a good gesture due to paying out of pocket for a previous repair. The warranty expire on 5/23/2026 or ******* miles w/ 100 deductible. I started having an issue pertaining this problem while the vehicle was still within the warranty. During, this time I had been expressed the car had been been jerking this current with the Service Manager *** at ********************************* in Naperville around April of last year. Servicer manager and I agreed that it would be in the best interest to diagnose the vehicle at the same time when part would arrive for the display screen. Due to dealership having a 30 day waitlist for loaners and having a shortage on loaner vehicles because my job requires me to travel i would need a loaner for transportation. Well the part that was needed to repair the display screen took a lil over 3 months to arrive due to being on back order. ******* that time I was in communication w/ The Client ***************** about this as well. ******* the time frame of me waiting for the backorder part to arrive I contacted the Client Specialist to explain the situation and was told that my car warranty did not expire until after ******* miles something totally When the car went in finally for service I received a call from *** from the Service stating my car warranty had just expired. Lincoln couldn't find what the issue was. *** stated at pickup i could go for a test drive with him on spare time to feel what i've been stating. I agreed so we test drove the car and he then understood what i was complaining about. The car was returned to dealership for further evaluation w/ a transmission specialist and determined a trans issue. Now Im being told by the Customer Specialist that they would only cover $1400 out of 4k repair. Im disappointed w/ the outcome bc car was under warranty at the time this issue was reported & still been taking care of thru warranty.

  

  Business Response

  Date: 02/05/2025

  Thank you for bringing the customers concerns to us. We are sorry ******************** will not provide more assistance. The warranty coverage is determined by them and out of our control.
  The customer did not purchase the vehicle from *********. On October 7, 2024, when she came in for service work, we provided goodwill service and vehicle maintenance. At the time, we could not recreate her issue of winding and dragging, and did not hear any squealing noises. The mileage was *******.
  
  The customer came back January 9, 2025, and we diagnosed an issue with the torque converter. The mileage was ******* and warranty coverage ended at 132,315.Oasis report attached. We did not charge her for the diagnosis. The customer said she was happy with our Service Manager, **** help, and that she would bring a complaint to Lincoln. We trust this is the proper party for any further warranty assistance.
  

• Initial Complaint

  Date:12/27/2024

  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.

  In April *********************************************************************************** to get new brake pad and rotors also new brake hoses so I took my car to the nearest mechanic to get It fixed and the mechanic told me I needed new brake pads and rotors replaced **** dealership had sent me a recall notice on my brake hoses right after I had just took my car to the nearest mechanic then I took my car into the **** dealership to ask them about the recall and the **** dealership took my vehicle into and serviced my vehicle I also told them and showed them the paperwork that I had just got my vehicle worked on Ive been on the phone with the service manager department 2 or 3 times since the work was done to my car and he kept telling me to call the warranty department for them to help me with the situation so I did and the warranty department told me that they dont have a recall on file with my information and for me to keep bugging the **** dealership to fix my problem so just recently I went to the same dealership to get a oil change done on my car and I spoke to the service manager in person asking again how do we fix this problem because I paid 1100 dollars for my car to get fixed and the manager told me Im not even going to get back half of my money just want help figuring this out because I spent a lot of my money I didnt have just so I can keep a job to pay my bills I also have receipts for where I got my work done on my car from my brake situation and I also have my paperwork from **** servicing my vehicle when the recall came out

  

  Business Response

  Date: 01/06/2025

  Thank you for bringing the customer's concerns to us. We have opened a case with the manufacturer generally, and on the warranty side. We notified the customer and we are waiting to hear back. Once we do, we will advise the customer. Thank you. 

• Initial Complaint

  Date:11/17/2024

  Type:Customer Service 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.

   
  Complaint: 22569142
  
  I am rejecting this response because: I have still not received the **** Pass ****** points I was promised for buying a Blue certified car from the dealer. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 11/25/2024

  Thank you for bringing the customer's concerns to us. As soon as we got the complaint, we processed the cancellation. We called the customer to let him know, the refund will be processed and funds sent to the lienholder. We trust this clears up his issues. 

  

  Business Response

  Date: 12/02/2024

  As soon as we got this additional complaint information, we contacted program headquarters, who made us manually redeem the points. They are on his pass now and we called to let him know. We trust this clear up his concerns. Thanks. 

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22569142
  
  I am rejecting this response because:

  as of 12/1/2024 the cost of the warranty has still not been credited to my account. 

  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:10/30/2024

  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.

   
  Complaint: 22495129
  
  I am rejecting this response because: I was told it was a background check and not a credit check. I have reached out to have it removed. If I was lied to it should not be my responsibility have to deal with it being removed. 
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 11/07/2024

  Thank you for bringing the customer's concerns to us. Our standard practice is to obtain a credit report for customers paying outright to verify identity and OFAC. There is a business need and we obtained the customer's signed authorization. If she would like to have it removed, she can contact the bureau and explain that she does not want it on her report. We will assist should we get anything from the bureau. Thank you. 

  

  Business Response

  Date: 11/12/2024

  Thank you for the additional information. We wrote directly to ********** to have it removed. If the customer would like a copy of our letter, please have her call and ask for ***, our General Sales Manager. *** did attempt to reach out to the customer as well.

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22495129
  
  I am rejecting this response because: I have not had a solution from this. The hit was not removed from my credit.
  
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:09/10/2024

  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 vehicle was purchased in February 2024. It was brought with about 6000 miles, used, and we were told that it was a buy-back vehicle due to an issue with the screen that had been since fixed. We obviously believed them since the screen looked normal and seemed to work. After buying the car and paying monthly loans of $2500 on it, there was a sign on the dashboard saying that there was something wrong with the suspension. Took it in to get it fixed, got the car back in 2 weeks. another week goes by and a new issue shows up, they kept the car for 3 weeks. another problem and then it took them a month to get the car fixed. I needed a vehicle to go to work because I could not keep taking my moms as I had for the past two weeks. they gave me a loaner. then during the third time they claimed that they were waiting on parts, for 4 months they were waiting on parts while I drove a loaner and paid a loan on a vehicle I was not even touching. Please let us know what our options are because we are extremely upset with not only the car, but the location of service and the company itself. we would not want to recommend this car to anybody and, if we can, we would like our full money back up $64,000 or a black label vehicle brand new because this is quite upsetting to deal with. Thank you for your time and consideration, Please let us know the next steps.

  

  Business Response

  Date: 09/16/2024

  Thank you for bringing the customer's complaint to us. The vehicle had a suspension problem, and the customer was in a loaner while we waited for parts. After the work was done, everything worked fine with no issues. The customer did not pay for a loaner and there is nothing we could have done to speed things up since we were waiting on parts. The initial issue was for the Sync screen, an entirely different concern. We trust this clears up any issues. Thank you. 

• Initial Complaint

  Date:06/12/2024

  Type:Sales and Advertising 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.

   
  Complaint: 21841902
  
  I am rejecting this response because:

  The businesss response was not accurate. I could go into great detail if needed. Nevertheless, after exchanging voicemails with ***** the price is still not $12,600. Im not sure what it would be, but it would be more based on his statements. I still have no timeline for the work to be done.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/25/2024

  Thank you for bringing the customer's concerns to us. The customer did not purchase a vehicle from us. He contacted us about aftermarket service parts and labor. Our aftermarket salesperson told the customer on no less than three occasions that the salesperson would need to confirm pricing. We never quoted a figure and always said we would need to confirm with the service department. The customer has not given us any deposit and has never been to our store. However, when our General Manager, ***********************, got this complaint, he immediately called the customer to work with him. Please have him contact ***** at ************ so we can perform the service work. Thank you. 

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21841902
  
  I am rejecting this response because: I am not happy with the dishonesty. The purchase of the vehicle (which may have been at this dealer had they responded to my inquiry in a timely fashion) was predicated on the price I was given from Will only an hour before signing the papers on the car as my salesman had previously worked here and connected us for the service work. Immediately after signing papers, just two hours after our previous conversation, the whole story changed. So I guess at this point I just want other consumers to be aware. Stereotypes come from somewhere.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/02/2024

  Thank you for the additional information. Again, this customer has only inquired about service prices with us. He did not purchase his vehicle from us. The pricing our GM quoted him is consistent with other **** stores. He is welcome to have the work done elsewhere if he is not happy with our pricing. 

• Initial Complaint

  Date:02/17/2024

  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.

   
  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,
  
  *******************nformation from my service advisor, *****************, is like pulling teeth. I have to consistently call the dealership to get information and updates, and often Ill leave messages and not get a response. Or Ill be promised a call or an update which never comes.Overall, this is by far the worst auto service experience Ive ever had. I feel cheated given the warranty I was sold when buying the car. If I knew this is how a situation where the warranty was applicable would be handled, I would have never bought this car, or ******** for that matter.

  

  Business Response

  Date: 03/04/2024

  ***************************** a Service Manager was able to resolve the issue with this customer *******************. He submitted a case with **** and was able to get him all of his money back that he spent for a rental vehicle out of pocket, he was also able to resolve the issue with him being charged for the "teardown" of the engine. **** is paying for that as well. At the end of the day, after hearing all of this the customer was extremely grateful for everything that was done to resolve his concerns and only ended up paying $100.00 for the repairs out of pocket. His vehicle has also since been completed and he is back on the road again, ****** and the customer met face to face and he thanked ****** personally for his effort making sure that he was happy and that he would be a returning customer for life.