ComplaintsforNorth Park Lincoln

• Initial Complaint

  08/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to bring to your attention some concerns I have regarding the recent purchase of a vehicle from your dealership. I believe in open communication and trust that you value customer feedback to improve your services.Firstly, I would like to express my disappointment with the customer service experience I encountered during the purchasing process. The lack of transparency and clear communication about the condition of the vehicle was very disappointing and has left me with an unpleasant impression.Furthermore, upon closer inspection of the vehicle I purchased, I discovered several issues that were not disclosed during the sale. The undisclosed transmission failure has led to unexpected repair costs, which I find unacceptable given I purchased the vehicle less than a month ago. At the time of purchase no dash lights were on, however within 3 days the check engine came on, and the vehicle was not shifting properly. When I brought this up to ***********************, Pre-Owned Manager, he replied " well you know one day a car can be working perfectly fine, and the next day it's not". I am not an idiot, and I believe this company knew this car had a bad transmission and placed it on t market to sell. *********************** offered me two choices, to split the difference on a REMAN transmission (over $2200 each) or buy back the car for the half the purchase price which would be. I responded so you expect me to eat a loss of $4500 dollars in less than 10 days, his response was " I can't sell a car with a bad transmission" this comment was the most disrespectful comment you can say to a person who you just sold a car with a bad transmission.I kindly request a ******** investigation into these matters and prompt resolution of the issues. As a customer and ******* veteran of the Armed Forces (Retired) who continues to serve his country in a different capacity, I expect a level of service that reflects the reputation of your dealership.Sincerely,*************************, *** Retired

  Business response

  08/19/2024

  See attached support documents. 
  
  Subject: Response to BBB Complaint ************************* ***********
  To whom it may concern,
  Thank you for reaching out regarding the complaint filed by ************** *******. We at North Park Lincoln take all customer feedback seriously and appreciate the opportunity to provide our perspective on this matter.
  Upon review of ********************** concerns regarding the 2008 ***** with ******* miles, we would like to offer the following clarification:

  
  "As Is - No Warranty" Purchase: The vehicle was sold under an "As Is - No Warranty" agreement, which ****************** acknowledged by signing the associated documentation at the time of purchase. This agreement clearly states that the dealership assumes no responsibility for any repairs, and that the customer will bear all costs for any needed repairs post-purchase. Additionally, ****************** signed a "Pre-Owned Vehicle As-Is Purchase Addendum," which we require for vehicles with over ****** miles due to the increased likelihood of mechanical issues. This document, which ****************** initialed eight times and signed, explicitly states that the vehicle may need repairs soon and that the customer is responsible for all future repairs.
  

  Post-Sale Issue and Resolution: Despite the clear "As Is" terms of the sale, we took ********************** concerns seriously when he reported transmission issues a few weeks after the purchase. In an act of goodwill and to maintain customer satisfaction, we offered to share the cost of the necessary repairs. North Park Lincoln paid $2,391.93 of a $4,641.93 repair bill, leaving ****************** with a balance of $2,250. This gesture was made despite our having no legal or contractual obligation to contribute to the repair costs.
  

  Customer Service and Interaction: We regret if ****************** feels that his concerns were not handled to his satisfaction, particularly regarding the conversation with our Pre-Owned Manager, ***********************. Our intention was to provide support within reasonable limits while adhering to the terms of the sale. We apologize if any comments were perceived as disrespectful, as that was not our intent.
  

  Conclusion: While we understand ********************** frustration, we believe we have gone above and beyond what was required of us by contributing to the repair costs. 

  
  Enclosed are copies of the "As Is - No Warranty"agreement and the "Pre-Owned Vehicle As-Is Purchase Addendum" signed by ******************, which outline the terms and conditions under which the vehicle was sold.
  We trust this response provides clarity and demonstrates our commitment to customer satisfaction, even in challenging situations.

  
  Thank you
  Respectfully,
  
  ***********************
  General Sales Manager 
  
  
  North Park Lincoln
  *******************************************************************************
  ************
  ***********************************

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  September 26, 2023, I sent the required documents to the Finance Manager at North Park Lincoln for Warranty, Credit Life ***************** refunds. I traded- in my 2022 Lincoln Aviator on August 17, 2023. I resent the required documents to the Cancellation Specialist / Accounts Receivable at North Park Lincoln on October 9, 2023. I have also sent the required documents to GAP insurance customer service on November 6, 2023. I am still waiting for GAP insurance refund.

  Customer response

  12/01/2023

  Better Business Bureau:
  
   I've already received my gap refund.
  
  Regards,
  
  *******************

• Initial Complaint

  08/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 8/18/23 I viewed an ad online that offered to sale a 2019 Jeep for a set price. That same day I went to the dealership and that price was marked up by a $395 dealer prep fee. I had recently purchase 4 other vehicles from other North Park entities and was not charges a dealer prep fee. I complained to my saleman the next day and he said North Park Lincoln was been charging a dealer prep fee for 6 six years. I dispute this assertion and think it is dishonest. Its like a bait and switch. In fact 43 TAC ******* states dealer prep fees need to be included in the sales price, not added on to the sales price like North Park Lincoln did in my case. It is only $395 but I feel cheated. These guys have not even contacted me

  Business response

  09/07/2023

  Dear Better Business Bureau,
  
  
  
  We spoke to Mr. ******************************* on 8/29/23 and agreed to provide him with a refund check for the $395 fee. He stated this would make him satisfied.
  
  
  
  
  Reevaluating our approach to dealer prep fees in line with the relevant regulations.
  Implementing improved communication procedures to address customer concerns more effectively.
  
  
  
  
  
  Sincerely,
  
  

  Customer response

  09/14/2023

  Better Business Bureau:
  
  
  Complaint satisfied by business.
  

  
  

  
  
  Regards,
  
  *******************************

• Initial Complaint

  06/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I contact north park lincoln on 6/19/2023 and spoke with **** regarding a vehicle that was at one of their other locations and asked if they can bring the vehicle over. He said yes as long as it is available. He then told me a few hours later the vehicle was sold and went on to tell me about another vehicle. The next morning I got a text confirming the vehicle was sold. I called the other location to check that information and was informed the vehicle was indeed available. This is very dis hardening and deceptive practices.

  Customer response

  07/12/2023

  Better Business Bureau:
  

  North Park Lincoln did call me to offer an apology and let me know they did speak to all parties involved.

  Regards,
  

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

• Initial Complaint

  01/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This *********** has been shopping my name for unsolicited credit from many lenders without my permission. I have no plans to purchase a vehicle from them. My credit score of 840 has been damaged to below 800, due to the unsolicited requests for credit. Also, the information sent to the various potential lenders is incorrect.

  Business response

  02/24/2023

  ***************************** submitted this credit application through the North Park Lincoln website. We were able to get the records from the website he submitted through.  Let me know if you need any other information.
  
  Thank you!

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  North Park Lincoln unknowingly to me ran multiple (5+) hard credit Inquiries on me and another person. I was under the assumption and impression they would only run one inquiry with their creditor. This has drastically and negatively effected my credit and day to day life. Do not use there creditor, they will shotgun you to creditors and over multiple days send multiple hard inquiries after you declined the purchase. I would like the inquiries removed.

• Initial Complaint

  12/13/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Purchased a new Aviator on 5 Oct 2021 and paid for insurance that is supposed to cover windshield damage among other things. I called the insurance company on Nov 3rd to get my windshield covered and they said it isn't in the system and normally takes 30 days for the coverage to be filed and available. I then called Lincoln Finance on Nov 3 to let them know I'm not in the system with the insurance company. He said he would submit it immediately and give it 48 hours. Called the insurance company again on the 8th and i was still not in their system. I called Lincoln Finance again on November 8th and left a voicemail and they have yet to return my call. I have been calling the insurance company weekly for the past six weeks and they continue to say I am not in the system. Lincoln insurance is a complete scam. They seem to have no intention of fixing my vehicle. They either don't respond or give me the run around when I do get in touch with someone. Refund the money I paid for the additional coverage and I will get the car fixed myself. The reason I paid for this was to avoid headaches. Lincoln has been nothing but a headache. Refund please.

  Business response

  12/14/2021

  This information is being reviewed and a member of our team will be in contact with client.

  Customer response

  12/28/2021

  Complaint: 16359300
  
  I am rejecting this response because:

  MESSAGE FROM BUSINESS:  This information is being reviewed and a member of our team will be in contact with client.

  They didnt contact us? 
  
  Regards,
  
  *****************************

  Business response

  12/29/2021

  Currently we are working on a resolution that will not only satisfy our client but also to reassure her that we respect and understand her concerns. We will always be here for her.

  Thank you for your patience.

  Tell us why here...

  Customer response

  01/01/2022

  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.

  North Park Lincolns General Manager resolved the issue personally.  He had my wifes Aviator picked up and dropped off a loaner vehicle at our home, replaced the windshield free of charge, and returned her Aviator the next day.  He was professional, timely, and courteous. 
  
  I am very happy with the resolution as I believe it was the right thing for them to do.  There did not seem to be any type of retaliation for going through the BBB for assistance to resolve the matter....and that means a lot.
  
  
  Regards,

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

*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. ↩