Complaints

This profile includes complaints for Tom Roush Lincoln Mazda's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tom Roush Lincoln Mazda

  525 W David Brown Drive Westfield, IN 46074

  
• 

  Tom Roush Lincoln Mazda

  PO Box 898 Westfield, IN 46074-0898

  

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:02/27/2025

  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 10/28/2022, my wife and I purchased a new 2022 Lincoln ********************** plug in and hybrid) for $53,700 from Tom Roush Lincoln located at ****************************************************************************. Since that time, we have received 7 notices from Lincoln of "Important Safety Recall." The dates of these recalls are 6/2023, 2/2024, 5/2024, 7/2024, 9/2024, 1/2025, 2/2025. All of the recall notices have described a risk of fire to the vehicle that could take place unless repairs are completed by the Lincoln dealer. My wife and I are 84 years of age, so naturally we don't relish the idea of a fire in our car necessitating a quick exist on our part to escape death or injury. Out of fear for our lives, we have avoided driving our only car on long out-of-town trips. In the two years and four months of ownership, we only have ****** miles on the car.When we purchased the car, we spent about $1,000 to have a dedicated electric charging outlet, recommended by Lincoln and Tom Roush, installed in our garage. The 2/2025 safety recall notice warns us not to plug in our vehicle or "Your may also experience .....vehicle fire, increasing the risk of injury." We are fearful to drive our car, and now must incur additional gas cost, cost for the dedicated outlet and Lincoln has not had the parts to correct the defects until months after the recall, including the most recent one. Lincoln and Tom Roush Lincoln apparently knew of the defects in our year and model of car prior to selling us the car. We have now learned that a prior recall 7/6/2022 before we purchased listed the same warnings for the same resultant defect for all 2002 Corsair PHEV cars.On 12/05/2023 my wife and I spoke with the dealers general manager, and he indicated the dealer was not willing to make any allowance for the recall problems we had experienced of additional costs incurred and emotional trauma we had experienced. He suggested that we go ahead and file legal action against Lincoln and Tom Roush Lincoln.

  Business Response

  Date: 02/28/2025

  The customer should work directly with ******************** Concierge on this and request a buy-back.  

  Customer Answer

  Date: 03/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Per our complaint, we purchased and contracted with the local dealer Tom Roush Lincoln for our Lincoln Corsair.  We did not contract with Lincoln!  As stated, we have reason to believe based upon public records, that Tom Roush Lincoln had prior knowledge of the potentially fire and deadly defects in our car.  We believe Tom Roush Lincoln should be responsible, since we purchased the new Lincoln Corsair from them.  Tom Roush Lincoln should honestly stand behind the products it sell.  Again, we purchased the car from Tom Roush Lincoln's sales representative ***** **********.  At the time of our purchase, we were not told by ***** ********** or any of the Tom Roush Lincoln employees involved in the sale of the prior recalls on the defective car.  We believe the dealership who sells the car has the responsibility to stand behind its product.  If there is a need for them to go to Lincoln in behalf of the customer, then that responsibility should be transparently undertaken by Tom Roush Lincoln.  This is a matter of honesty and full disclosure to its customers by *******************************************.    
  
  Regards,
  
  ******* & ****** *********
  

  Customer Answer

  Date: 04/03/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********.

  "On March 25, 2025 Tom Roush Lincoln completed the paper work on a repurchase of our defective car by ****************** in the amount of $47,401.10.  The General Manager of Tom Roush Lincoln was very helpful in expediting this transaction as well as the repurchase representative of *******************  My wife and I are very relieved to consider this matter satisfactorily closed."
  
  

  Regards,

  ******* & ****** *********

• Initial Complaint

  Date:02/24/2025

  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.

  Just Leaving a Review after having a conversation with *********** at the Tom Roush ********** in *********. TLDR. Wife came in to have trunk and fuel door fixed quoted $900 for service. ************* is fixed as requested but repair service for fuel door was wrong. Fuel door does not match car color and does not work. Wife left unsatisfied and I followed up with them this morning hoping to get it fixed properly. *********** maintained that he told my wife he could send the fuel door to a body shop for an additional $100. He then told me that to fix the fuel door that they "repaired" was another $400~. The fuel door before being serviced by *********** was at least able to be opened by holding the lever up and prying it open, but now the fuel door can't be opened at all. Overall, very disappointed with the service and will be telling everyone I know that there is a repair shop to avoid because they don't include labor in their repair estimates and when asked to make good on the work they want to charge you an additional $400 bucks. Needless to say, *********** **** up on me and probably doesn't care anymore. He already got his $900 ($500 of which was labor from what I hear took him 1.5hr at most? Who knows why its that much. What $250 an hour for labor alone?) If you are considering taking it here, Don't. There are other places out there that handle **********, You don't have to spend the better part of a morning talking to someone who doesn't care once their paid. Its really disappointing to spend **************************************************************************************** so bucks. I'm going to leave some numbers down at the end so you don't get scammed into "free inspection so long as you get the work done".They are charging anywhere from $200-$300 per hour for labor so just calculate from ********* can look up parts online to get idea of what they cost and for some reason they charged me $145 for $90 of parts.

  Business Response

  Date: 02/28/2025

  ******,

  We appreciate you taking the time to share your experience, and we're sorry to hear that you were not satisfied with your most recent visit.  We replaced the fuel door and latch assembly per your wife's request for $345.80 which includes both parts and labor.  We did recommend a new cable assembly which is why it is not working properly and that service was declined.  In talking with our parts advisor and service advisor there was some confusion on the fuel door coming in painted vs unpainted.  In light of this, I would offer to paint the fuel door at no additional cost.  If you would like to fix the cable assembly we would offer to do the service for the price of the parts only and we will cover the labor.  If you would like to schedule this please reach out to our service manager **** ******** at ***************************************************************************************************

  Customer satisfaction is very important to us and we appreciate the opportunity to work with you on this.

   

  AJ Roush

• Initial Complaint

  Date:12/03/2024

  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 purchased a vehicle from them in 2022. They ran a ****** report, and it came back clean. I went to go try and trade in my vehicle in on 11/30/2024. That dealership ran a report, and it came back that my vehicle has severe structural damage dated back in 2018. They would only take my car for $1000 and said nothing I can do about this issue. I then called Tom Roush, and they said sure enough it is on there and that they would have not sold me this vehicle. Now I am stuck on a $14,000 loan, with no warranty on the vehicle and supposed to drive until paid off. Also forgot to mention with less than a year buying the vehicle the engine had to be replaced. Not even close to 50k miles and had to replace engine. And that experience was awful. Had trouble getting a rental. I could only use for a few days and car was not even fixed yet. This car has been nothing but trouble. I know if it was mentioned to me about structural damage. I would have not bought this car.

  Business Response

  Date: 12/09/2024

  As the complaint mentioned we showed the Carfax in 2022 and it came back clean.  Although it is rare, we have seen where CarFax will post damage/accidents at a later date.  They relayed to us that they are continually gaining new data resources and will post damage on the CarFax report whenever they receive the data, even if it was years prior.  We feel Tom Roush **** is in no way responsible for the data that came in after the purchase. However, we would be willing to give **** today's trade value on his vehicle (not factoring in the structural damage) towards any vehicle on our lot.  If this is something of interest, please reach me at *****************************************************************************.

  AJ Roush

  Customer Answer

  Date: 12/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I feel like this should be 100% your responsibility. Your manager at the dealership over the phone said he would not have sold me that vehicle, if he saw severe structural damage on the vehicle. This is your guy saying I wouldnt have sold it to you. Even with market value youre still putting me out 6-7k. I feel like if I were to get a vehicle from you guys you should be able to cover that cost on your end with admitting to not selling me this car. We have twins on the way and asking to pay $200-$300 more a month when we do not have to because of something we were never made aware of. And the car fax you showed me was clean. Now Im at 14k on a loan with no warranty on the vehicle. Basically have to drive to paid off. I also had a major repair done within 6 months of owning the vehicle and had the engine replaced before even a year owning the vehicle. There has to be more you can do. 
  
  Regards,
  
  **** **********
  

  Business Response

  Date: 12/26/2024

  The 2 biggest factors in your vehicle having negative equity is you elected to do a long term loan when you purchased the vehicle and you have put approximately ****** miles on it since your purchase.  Giving you KBB trade value gives you today's value of your vehicle with the depreciation you have put on the vehicle, but it does not penalize you for any of the vehicle history/Carfax report.  It would be as if you were trading the vehicle in with no negative impact on the Carfax history report.  However, I cannot control the loan term you selected or the amount of miles you put on the vehicle.  Please feel free to reach out to me at *************************************************** if you would like to work on this resolution directly.

  AJ Roush

  Customer Answer

  Date: 12/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I still do not believe you are doing everything in your power to help me with this issue. You sold me a bad car, and didnt tell me about structural damage on the vehicle. Doesnt matter what loan I chose I wouldnt have bought the vehicle and from you. I was in the market for a Malibu and it was the only one you had. I have had to replace the engine with along side multiple expensive repairs within not even a year owning the vehicle. Now you are making me drive a vehicle with no more warranty coverage and have a lot of negative equity, I figured at least the most you could do would add extended warranty to help the issue. But that was never mentioned at all. You misinformed me of a major issue with this vehicle and the most you can do is the *** price. Very disappointed in your attempts to help me, considering the fact your people even admitted to me on the phone you would have not sold me this vehicle. 
  
  Regards,
  
  **** **********
  

• Initial Complaint

  Date:10/20/2022

  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 9/8/22, I purchased a used 2014 Infiniti QX60. When we test drove, the ** did not blow cold. They offered to keep it overnight so the service **** could remedy this. I returned on 9/9/22 to pick up the vehicle, only to be told that filling up the freon did not fix it. They assured me the warranty would cover that repair... if I waited about 30 days from the date of purchase (otherwise, the warranty would call it 'pre-existing'). I didn't like the sound of that, but went along because the paperwork was done. A couple days later, on 9/13/22, the check engine light came on. Less than 5 days. I contacted Roush the next day. They were able to get me into the service **** at ********** but not until on 9/20/22. I had to drop off forms related to my trade in and made them schedule the ** appt while I was there (10/20/22). On 9/20/22, ********* said there were 'loose bolts' causing the issue and sent me on my way. Two days later, on 9/22/22, the check engine light was on AGAIN. I reached out to Roush the next day. They said 'as long as it isn't blinking, you can drive it until your appt on the 20th'. Today was 10/20/22. The ** couldn't be diagnosed due to colder temps (Infiniti specific). Not my fault. I was TOLD to WAIT and it bit me in the a$$. Check engine light=catalytic converter. They can't fix it. I have to take it to an Infiniti dealer. My other option was to send me to a 'muffler shop' to get it replaced, but that would void the warranty if that part had an issue later. NO. I LITERALLY told them today that I didn't want this car anymore. I am anxious every single time I drive it and they should've never sold me a car that wasn't inspected or vetted beforehand. The ** hasn't worked since day 1. The check engine light has been on since day 5. At this point, they should give me the option of exchanging the car for something else. The cost of this car vs what I am getting out of it is not worth it. Give me another car or give me down pymt $$ to get a car elsewhere.

  Business Response

  Date: 10/25/2022

  I have contacted the customer to trade her out.  

  Customer Answer

  Date: 10/31/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  I am happy to report that the dealership worked with me to trade out the Infiniti for another vehicle. Thank you for assisting with this mediation to ensure an appropriate resolution was found.

  Regards,

  *******************************