ComplaintsforMark Ficken Ford Lincoln

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction= 9/18/24 Agreed + Purchased Performance Parts (HL3Z-9927886-A) + (HL3Z-9927887A)Please see uploaded Receipt After 3 attempts for them to get the part delivered and installed, I was given my truck with other plastic parts installed and did not realize it till arriving at my home. When I alerted the **************** ********) he attempted to gaslight me into accepting the different parts. I contacted the Finance Manager, *****, who advised this would be resolved and someone in upper management would contact me to remedy this situation.I have not been contacted and now am not getting responses from *****.

  Business response

  10/03/2024

  We have left a message for the customer to give us a call back to resolve the issue.

  Customer response

  10/07/2024

   
  I am rejecting this response because:
  

  I had a very productive conversation with GM Brennen McLain on Thursday (10/3/24).  We came to a fair resolution, and I am awaiting the agreed upon refund check in the mail.  Once I have received funds, I will update the resolution.  Thank you again to Mr. McLain for his professionalism and willingness to resolve this matter.

  
  

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought this car back in November 2021 (Acura tlx 2015). The evening of the day I bought the car I was driving home and the check engine light came on a parking light came on emissions breaking system. I called the dealership the next day took the car in and they said the catalytic converters needed to be replaced. I have paperwork showing on 11/30/21 converters were replaced. A year later the lights came back on but shortly went off then came back on then went back off but each time they did come I got the same code P0430. Catalytic converters. I had the car looked at by two different mechanics and even took it to Acura and paid out of my own pocket *********************************************** too it is the catalytic converters that they are after market, but even with them being after market they should be good for 8 years and I have had the car for 2.5 years with the last year the lights coming on. I am asking for Mark ********************** to fix the problem they did not fix the first time because converters should not go bad that fast even if they are after market. After speaking to the General Manager ******* he informed because it has been 2.5 years there is nothing they can do. I think that is poor customer service due to the fact you sold me a car that was messed up from the beginning, and the parts should still be under warranty.

  Business response

  07/24/2024

  Ms. ******* issue has been handled and considers this issue to be resolved. 

  Customer response

  07/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

  I wrote a review after speaking with ******* the General Manager. He handle everything and was polite and respectful through the entire process. I do not have anything to upload at this time as the car is still be worked on. 

  
  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased a MB GLC 300 on April 8, 2024, I have yet to receive as title and license plate.Their customer service stinks - nobody returns calls.Called on June 7 - and CFO Mr. *************************** gave me some vague excuses about missing odometer reading for which reason the process is delayed. But stated that ************* assured him to have the title released within 2 days!Called *************************** again on June 29, still no title - left message Called again *************************** on July 8, left message - NO ONE is returning my calls!I am afraid that the title is not clear - (hot car!!) and I lose a lot of money!!This business is not responsive to customer call and does not value their customer!!

  Business response

  07/24/2024

  **************************** was contacted on July 24 and informed that his tag was ready to be picked up. If he has any questions or issues, please don't hesitate to contact us.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Approximately 4 days prior to purchase I test drove a pre-owned 2019 Lincoln Nautilus, with under 25k miles, at Mark ********************** Lincoln. I was told by the salesman the vehicle would be certified preowned (***) prior to purchase. In addition, I was told that *** extended the manufacturer warranty for an additional year. As part of the *** certification new tires were placed on the vehicle. After the purchase was completed on 11/03/2023, I drove the vehicle home and noticed significant road noise and the ride was not as smooth as the test drive along the same route. l also noticed a noise coming from the sunroof and shade. I attempted a different drive mode, moving items in trunk but nothing helped the ride or noise. I contacted the dealer because I felt it was the tires since they were lower quality than what was on the vehicle when I test drove. As I continued to drive the vehicle the noises grew louder. After numerous attempts to work with the dealership I was told to bring my vehicle in and they would address the issues. When I took the vehicle to them in January, they determined the issue was a loose headliner. They kept my car a week and did not address anything claiming it was a common problem not covered under warranty. After I gave a negative review, they agreed to fix the problems. On February 29th, I took vehicle back and after 2 weeks they said it was ready. They stated they fixed the headliner, but nothing was done about the tires. Upon picking up I noticed dirty fingerprints on the headliner and my seats. After 2 attempts to clean, there was still dirt but I accepted the vehicle to clean on my own. While driving home there was less noise however the roof support by the windshield was still loose and noisy. When I tested the sunroof operation the shade retraction was very noisy. After a few times retracting the roof support popped loose and is noticeable both from the interior and exterior view which was not previously a problem.

  Business response

  03/25/2024

  We are thankful  for this feedback and will certainly use it to help us grow.  Our apologies on the slow response as we have been working towards a resolution.  *************** has an appointment this week with us to revisit and resolve her concerns.  

• Initial Complaint

  03/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I found a used truck online that was part of Mark ********************** ****** inventory. I live in ** but I have a nephew who lives in **. He went over, test drove the vehicle, described it to me over the phone, in great detail. He said it was a very nice truck and everything worked as it should, so I agreed to purchase the vehicle. My nephew gave the dealership a down payment. The following week, I insured the vehicle in **, per their instructions, and wired the balance of the purchase price to them. I informed the dealership that I would arrive in a few weeks, on March 17th, 2024. We arrived, spoke to the sales rep and he gave me a key to go and check out my truck while they finish paperwork. My nephew and I went out to look at the truck. All looked good but when we started the truck, the information screen was not operational, as it was on the test drive. We finished looking at the truck, went in to finish the paperwork and explained the situation. It was Saturday and no service techs are available on the weekend. I explained to Mark **********************'s sales manager, *****************, I was heading right back to ** in the morning and I would have my **** dealer in ** get in contact with him. He said he would get this taken take of, dealership to dealership. I went to the ** dealership, explained the situation and gave them ***'s card. A few days later, I received a call from my dealership to bring the truck in for the repair. My dealership called me at the end of the day and told me of the necessary repairs. they said the truck was drivable while we wait on the part to arrive. I had to pay the $150 diagnostic fee to get my truck back. I called ***************** telling him my dealership is ok with him ordering the part and have it shipped, pay dealer cost, to save them paying the retail price of the part. After multiple texts and phones calls, from me, with Mark ********************** ****, my dealership has not heard from them. This has been going on too long and is ridiculous. Very unprofessional. Please Advise.

  Business response

  03/11/2024

  Thank you for the feedback. We understand having an unprofessional car buying experience can be frustrating. We are committed to turning your negative experience around and will gladly pay for the repair of your vehicle. Please forward us the receipt and we will process payment immediately. We look forward to hearing from you very soon!

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for accessories for my new 2023 Bronco Sport. Order number FAE:40037654. In this order, i ordered installation services and a pet kennel. Bronco Sport 2021-Labor (Qty - 1) $36.00 Part Number: InstallationPet Kennel (Qty - 1) $179.00 Part Number: VM1PZ19H376AAfter my order was recieved, i was referred to Mark Ficken **** in Charlottte, ** for them to provide the installation services. The installation involved installing back seat covers, floor mats and the dog carrier. At the time of the installation, THE DEALERSHIP threw away the dog carrier box without our permission The dog carrier failed to function properly. I drove the 30 plus minutes back to the dealership as i was told they would look at it and if they could not fix it, i could return it as it had just been two weeks since receipt of the item. They could not fix it and told me that it was a common problem with the carrier. I asked to return it. The woman that i was working with said no problem. Then i was contacted to be told that i could not return it without the box. The box that the dealership threw away. They said they would still try to return it. I waited several weeks without hearing from them and finally contacted them. They did not contact me and probably would not have ever. They still have the pet carrier. Once again i was told that i could not return the pet carrier (which i already did by them accepting it back), because there was no box. I purchased the pet carrier with the guarantee that i could return it. I paid for installation. Upon installation, the dealership threw the box away without my permission. They acknowledged that the pet carrier was defective. I returned it to them and they accepted it. Now they refuse to refund my money as i dont have the box that THEY threw away. All i want is a refund of my payment for the pet carrier. They are saying that it is **** that wont allow the return. I contacted **** and they said this was the dealership's issue.

  Business response

  12/19/2023

  We apologize for any inconvenience ****************** experienced with our dealership. We have contacted the customer and are in the process of refunding her, our collision manager will be contacting her to follow up. 

  Customer response

  12/20/2023

   
  I am rejecting this response because I have not yet seen proof of the refund.  Once I do.  I will accept.  I do appreciate their speedy response 
  
  

  Business response

  01/05/2024

  A check in the amount of $500.00 was mailed to customer on December 20, 2023. Please let us know if you have not received.

  Customer response

  01/05/2024

   
  I am rejecting this response because:   Although, I appreciate the business reaching out to me. I have not yet received a check. Thank you for all your assistance.
  
  

  Business response

  01/08/2024

  A check in the amount of ****** was sent to the customer on December 19, 2023. Multiple voicemails have been left at ************ to discuss this issue. (Invoice attached) We will gladly cut another check and send via ****** Please call ************ ext **** ask for *******. 

  Customer response

  01/08/2024

   
  I am rejecting this response because:

   

  hello   I have called back as well   I do have a question as originally they said I would be receiving a $500 check that was mailed on 20 December. And now they are saying a check for 179 was mailed on December 19. Which is it? Obviously, I have not yet received the check. They should cancelSpace the original $500 check and send a new one by ****** Thank you very much.

  
  

  Business response

  01/08/2024

  The amount of $500 was a mistake in the response. In looking at the invoice the pet kennel that was returned in the amount of ****** is what is owed to the customer. Would the customer like us to mail or ***** a check in the amount of ******. A voicemail was left on 1/8/23 at phone number ************. Please advise or call ************ ext ****.

  Business response

  01/08/2024

  The amount of $500 was a mistake in the response. In looking at the invoice the pet kennel that was returned in the amount of ****** is what is owed to the customer. Would the customer like us to mail or ***** a check in the amount of ******. A voicemail was left on 1/8/23 at phone number ************. Please advise or call ************ ext ****.

  Customer response

  01/09/2024

   
  I am rejecting this response because:
  
  please have them ***** the check asap.  
  

  tax and install should be added to the $179   Thanks 

  
  

  Customer response

  01/09/2024

   
  I am rejecting this response because:

   

  I am rejecting this response because:
  
  please have them ***** the check asap.  
  

  tax and install should be added to the $179   Thanks 

  
  

   

  
  

  Business response

  01/09/2024

  Please verify the address we should send the check to. Our accounting department will process and send via ***** today.

  Customer response

  01/09/2024

  The address is *************************

  *********  **  29715

   

  thank you

  
  

  Business response

  01/10/2024

  A check in the amount of ****** will be sent via ***** on 1/10/24. Sent to ************************** *********** *****

• Initial Complaint

  09/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Purchased a new vehicle 8/21/2023 from Mark ********************** Lincoln and noted items that needed repaired/replaced with the Sales Representative (*********************) through text messages. He assured me that all items would be addressed and we scheduled a day/time to bring the vehicle back. Scheduled the vehicle to go back on 9/5/2023 to drop off and have the items repaired and found out that ********************* employment had been terminated. Our New Sales Representative was now *************************. I then had to go over all these items with him as he was unaware of the situation. I sent him am email with all text correspondence for the previous representative and then schedule the vehicle to come back on 9/14/2023 for repairs and a loaner was delivered to us. I went back 9/19/2023 and there had been little to no items noted addressed (2 items had to be ordered) no eta on arrival or repair as of today (9/28/2023) I then asked to speak with a manager and ****** the Sales Manager and ******* the General Sales Manager came out to speak with me again. I walked around the vehicle with both pointing out the same issues for a rd time. The *** asked me to take it to a detail shop of my choosing to get a quote to see about repairs. I took the vehicle to 2 locations for quotes and submitted to ******** on 9/22/2023. I had not received a response back as of 9/25/2023 and sent a follow-up email. I went to the dealership today, 9/28/2023 and was informed that the *** would not be able to move forward and help us resolve our issues that were still ongoing for the purchase.

  Business response

  10/06/2023

  We recently traded him out of his vehicle in an effort to gain his trust and satisfaction. 

  Customer response

  10/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that a resolution did occur.

  
  
  Thank you. 

  
  

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February of 2019 I bought a 2015 **** Edge with the extended warranty "First Mile" sold by the Felix Sabates dealership October of 2021 there were electrical issues with the car. Mark ********************** bought this dealership in the 2 1/2 year time. After going back and forth over what the issue was for weeks with *********************, the service tech, it was discovered there was water in the tail light that caused the electrical problems. He stated he put a claim in for this new tail light to be covered with the warranty but it was declined. I paid $2,733.30 out of pocket. August of 2023 there was water back in the tail light and I brought my car to ********* **** for repair. My service tech at this dealership stated that part should be under **** Warranty because the part is less than two years old. This service tech also stated I should look into that warranty because it should have originally been covered. After 2 weeks of trying to contact someone at Mark ********************** **** I spoke to ********************************* who sent me the contact and stated "yes this should have been covered by your warranty and I see that we never submitted a claim" "That was at a time when we were cleaning house from Felix Sabates employees". She stated to call the warranty company. The warranty company said there was nothing they could do because all work must be submitted within 30 days and they never received a claim. I then informed ****************** what the warranty company stated. On 8/24 she stated she spoke with her director to see what they can do. Since then I have tried to contact this dealership several times by phone and e-mail just to be ignored. I even sent ****************** an email with the signature line of the service tech being a Mark ********************** **** employee. I bought this warranty through **** and this dealership did not submit a claim for the work I needed done on my car and now I am out $2633.30 (I have a $100 deductible) and I am now being ignored instead of them rectifying the problem.

  Business response

  09/15/2023

  We regret that ****************** has a less than stellar service experience with our store.  We called in the claim through TWS ************************ for the taillamp and it was not covered due to water intrusion however they did cover her 2nd concern on the same claim. Water intrusions are not covered by any warranties. She did pay out of pocket for the taillamp, however that part does have a 2-year unlimited mile warranty through ****************** at any **** dealership from the time of her purchase which was 10/19/2021 (coverage through 10/19/2023). Please see the claim information and denial from TWS. Please let us know if you would like the documentation from ************** Services.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This was the Worse car buying experience I ever had!! The staff was VERY unprofessional. Marked the car up $5,000 when I walked in from its original price when I came in for my test drive, after I already had a pre approval from the bank they had me redo the application (another hard inquiry) and Profiled me from the moment I walked through the door **** legible documents and was accused of fraud! It was the worse. Communication was terrible, due to poor communication I had to return my mustang back after having it for 30 days the lenders said no one gave them my correct employment information and cancelled my loan. No one from the dealership ever called me to inform me of what was happening. I was told nobody had my number but was calling and texting me daily prior to me putting down the $2300 I went to pay my car note and was told I stole a car. Just a mess!!! My sales person name was (****)the guy who all of a sudden lost my number, the person over financing my loan and reached out three week later was (***) and told me not to worry just give them the correct information again, then turned around not even two hours later telling me I have to bring the car back. I have text messages from the private investigator harassing me (******) on Easter Sunday, prior to the multiple calls from unknown numbers raising her voice at me as if I was a criminal or I did something wrong! telling me Im not who I am, and demanding I bring the car back. I had proof of everything they asked for so I was so shocked when I was told Im using somebody else information that belongs to a women. I dont even have a female name. Due to all this non sense I then had no way to transport to my new employer and was let go.

  Business response

  08/30/2023

  The General Manger for Mark ********************** states that the vehicle was not marked up as customer claims. The customer has eight aliases for bank fraud and provided fake pay stubs to our finance department. We hired a repo company to collect and return the car to the dealership.

  Customer response

  09/04/2023

   
  I am rejecting this response because:
  I have proof the paystubs were infact accurate! Im a junior so someone else has the same name as me, not to mention that has nothing to do with me purchasing a car and that isnt the dealerships business even if it were true.

  Business response

  09/08/2023

  Our ultimate goal is to provide every customer with an outstanding experience. Unfortunately, if a financial institute (bank) deems a deal that is submitted to them fraudulent we cannot move forward with the deal.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Mark Ficken Ford Lincoln processed the buy out of my lease in April 2023. ** DMV confirmed the title was sent to the dealership but Ive not received. Ive called and left multiple messages but no one returns my call. I contacted them via social media and chat on dealership website but no one returns calls. I just want my title!

  Business response

  08/04/2023

   

  Our title clerk ***************************** contacted ************ via phone this today. She explained to him the title was sent to ** from FMC, then signed over to him and sent to ******* to process in his name. The title was made on 5/13/23. He should have received by now and the title must have been lost in the mail. ******** has offered to apply for a duplicate title and ************ approved. ******** apologized for the miscommunication with phone calls and asked him to call or email if he if he doesn't receive. 

*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. ↩