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:12/12/2024

  Type:Sales and Advertising 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.

  We had the battery in our car replaced 1 yr and 11 months ago and it is now losing power. Took it to the dealership (Diffee **** in *******, **) where we bought the battery to have it checked. They told us the battery was bad. Instead of replacing it, all they did was charge it. It was under warranty so it should have been replaced. They had to replace the battery in the first place because they had our car for 4 months waiting on a part and let the battery run down and then we had to pay for the new battery at $260.00. They had also put a dent in our front passenger side fender but didn't tell us. When we called about it, they acted surprised. That was fixed. We need to have the battery replaced like it should be. This is not a good way to run a business.

  

  Business Response

  Date: 12/18/2024

  I HAVE DISCUSSED THE SITUATION WITH **** ****** AND FEEL THE ISSUE IS SATISFIED AT THIS TIME. **** IS SUPPOSED TO GET BACK TO ME IF THERE ARE FURTHER CONCERNS WITH THE BATTERY.

  Customer Answer

  Date: 12/18/2024

   
  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,
  
  *** Or **** ******

• Initial Complaint

  Date:11/20/2024

  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.

  I purchased a 2016 Lincoln MKX the end of May 2023. I had the car a few days and then it went into the shop for the tires shaking. I have owned the car 1.5 years, and the car has been in the shop for 6 months. Each time is at least 3 weeks to over a month. When I purchased the car, I was told by all of the staff what a great vehicle I had purchased. The salesman asked me on the way out of the door after I purchased the car and put down a large down payment was "you did get the warranty right?" The issues have been from nails in the tires to the whole car flashing to the seats vibrating and massaging on their own and still not fixed. It was smelling hot and smoking and now it is in the shop for an engine replacement. I was ensured the seats were fixed and they are not. If they are left vibrating when the engine is turned off, they run the battery down. I went and picked my car up the last time and there was a huge scratch across the hood of the car (from one side to the other). This car has been a headache since I have purchased it. I even emailed and spoke to ***** D****e and emailed him and no satisfaction. Mr. ***** D****e called by a d****rent name while talking to me. It was no big deal to him. I will not stop complaining until this car is fixed and fixed correctly or replaced. NOW I am stuck driving a loaner vehicle once again. The purchase price of this used vehicle with ****** miles on it was $22,000 and I put $15,000 cash down on this luxury vehicle. I drive my elderly parents in this vehicle, and it needs to be reliable. This has been nothing but a thorn in my side. D****e has not offered even an apology let alone offered any other options. And I have had to pay the copay to the warranty plus what is not covered by the warranty each time the car has been in the shop from it costs me between $250 to $500. How on earth did D****e Ford Lincoln get the ***************************** Award? I have not been given any consideration.

  

  Business Response

  Date: 11/26/2024

  Ms. ******* has done nothing but complain about her vehicle from the day she purchased it. Our company has gone the extra mile to satisfy her but to no avail. I am of the firm belief that she is a customer who is not able to be satisfied. I believe the best route to take is to try and negotiate a purchase price with Ms. ******* and her go elsewhere to purchase her next car. I would not be interested in selling her another vehicle. 

  Customer Answer

  Date: 12/04/2024

   
  ********** ********
  
  I am rejecting this response because: ********************** **** and Court ********************** have been the most unprofessional dealings I have ever encountered in business. Mr ********************** set an appointment time and was 30 minutes late. Never apologized and handled our meeting in the middle of the showroom floor. Mr ********************** did not even take the time to research the service records of the car. Mr ********************** treated me like I was insignificant. I have witnesses who were willing to write statements and who are willing to go to court. I sold the car back to ********************** **** at a loss and a major inconvenience to me. I even offered to drive a key fob back to ********************** ( 30 miles each way) after our meeting. Mr ********************** caIled and apologized that he did not know I could read his response. I manage a business and I am a small business owner myself. I also take care of my elderly parents. I have to have reliable transportation. I have lost, money and a car I really liked. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 12/11/2024

  The matter is closed concerning the transaction with *** ******** We offered to purchase the vehicle back from her to eliminate any further issues and *** ******* agreed to this. I'm not certain on how to reply to the last response nor was I aware I was supposed to. As I stated before, I do not believe *** ******* is a customer we are able to satisfy. We consider this matter to be closed and there will be no further response from our company to any additional comments from *** ******** 

  ***** ******

• Initial Complaint

  Date:06/04/2024

  Type:Product 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 2016 'Navigator L' (the extended length model) on 3/1/24. This purchase was solely for showing dogs which required an extended length model 'Navigatir L', for the dog kennels. Before signing the contract I required Diffee employees to swear I was receiving the extended model. 2 employees ***** & pointed to the paperwork as proof before I was willing to sign the contract. The car had to be returned for service & was in the possession of Diffee for 2 **************** employees said it was definitely not a model Navigator L as listed on every document from Diffee. Only when the **************** tax docs arrived much later did I know it was a regular Navigator not a Navigator ** Problems with the car were also showing 2 *** #s so I could not tag the car this has incurred fines. The tag agency also recommended that I not tag the car because it would be easier for Diffee to replace the car & just request a new copy of the title. This would also prevent me paying taxes on a car that Diffee could replace. This is incurring fines until resolved. When I did finally get the car back on 5/20/24 I had someone measure the wheel base and do a forensic audit on the *** verifying I was sold a different model than I was told I was buying. On 5/14/24 a woman from Diffee contacted me on behalf of the 2 owners of Diffee. I relayed all this information & how much devastation this has cost me because the vehicle cannot be used for the purpose purchased & I felt defrauded. I told them I have not slept and it has literally made me sick and that I needed Diffee to make this situation correct by replacing the vehicle with a 'Navigator L' like all the documents state I purchased. Even the owners representative believed I had been sold a 'Navigator L' based on the paperwork. Since the information about the sale was given to the owners there has been no effort to correct the problem. I do not know what occurred at Diffee but they need to make this situation right.

  Customer Answer

  Date: 06/05/2024

  Additional Information from Consumer. 

   

  I opened Complaint ******** yesterday. I filled out the information accurately about being sold one Model, a 'Navigator L' but in actuality it was a shorter 'Navigator'. The only resolution is to replace the model for the model I purchased but the complaint reflects this as a repair issue. It is NOT! This is a purchase issue and fraudulent paperwork. Even the employees swore to me before signing the contract but when I received the title it was definitely a different model. There was a secondary problem that held up the tagging which needs to be paid because of multiple VIN numbers. The secondary problem is an accruing fine of $38 a day since May 1, 2024. This is secondary but the main problem is the car must be replaced my complaint was altered. I have all supporting documents approximately 15 pages but it is not uploading documents properly. I want the 'Navigator' replaced with a 'Navigator L', (the extended length model) that I purchased with the same maintenance service contract included.

  

  Business Response

  Date: 06/06/2024

  In ref to ***************** complaint...  ********** researched and found this vehicle through our Carfax listing and the vehicle was not described as a Lincoln Navigator L in the internet listing. None of her conversation with our internet ***** shows any conversation about the vehicle being a Navigator L, which we have documented in emails. She came to the dealership, inspected the vehicle, test drove the vehicle and decided to purchase the vehicle 3 months ago. Although, the paperwork that the customer received does show Navigator L in the description of the model, which unfortunately is a clerical error made on our part. The BBB review is the first knowledge by the Owners of the dealership that there were any issues that ********** may have had with her purchase of the vehicle 3 months ago.    Since ********** feels like she was defrauded and is unhappy with her purchase we will be happy to give her money back for the purchase of her vehicle. ********** would need to bring us the title and any lien release, if she financed the vehicle, and in return Diffee's will gladly refund her purchase.  Diffee Ford Lincoln will not be held responsible for replacing her vehicle since we have agreed to refund her for her purchase.  We take every review or concern with any customer very serious. We stand behind our A+ accreditation with the Better Business Bureau of ******** and being one of top **** and Lincoln dealers in ********* 

   

  Thank you,

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

  General Manager Diffee Ford Lincoln