ComplaintsforSouth Hills Lincoln

• Initial Complaint

  10/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On July 24, 2002 our Ford F150 was towed to the S.H. Lincoln due to being struck by lightening while driving. The truck would not start due to the lightening penetrating the vehicle. South Hills Lincoln began servicing the vehicle. We have spoken to three separate Ford and other dealerships that stated that due to the numerous and extensive electronical parts, particularly in the F150, they're recommendation to insurance would be that the truck cannot be repaired (cannot know the true extent of the damage of lightening). South Hills Lincoln however started to "fix" the vehicle. As of today, 80 days later, the vehicle will still not start. The dealership continues to collect the insurance checks while providing inconsistent and unreliable information to us. After our insurance covered the 30 day car rental, South Hills Lincoln has not offered us a courtesy vehicle during this prolonged period of servicing while our truck is in their care. We have requested timely and accurate updates on the status of our service. We have not been provided this level of care. I have kept track of the dates and conversations regarding the inaccuracies. From the problem being the battery, to the PCM, to the ECM, to other components, to other modules, to other wiring, all which not have started this vehicle. They are currently waiting on a component to come in (although two weeks ago they told us it was the wiring and not this module/component. According to insurance, South Hills Lincoln can collect another $8000 from them until it will be considered a total loss. Again, they are collecting our money, holding our truck, and not even offering a service/courtesy vehicle for the inconvenience which they are directly responsible.

  Business response

  10/13/2022

  Good Afternoon,

  we are working to repair the ****** truck within the orders of their insurance company we do not decide how much and when to stop working on the truck or at what cost this is all managed through the insurance company. The truck was struck by lighting the adjuster comes in and works with us and tells us how much as far as labor and parts we are to order for the truck we are taking orders from the insurance company they are who is paying to have repaired and also decides if its a total loss or repair. What is out of our control and the insurance company control is back order parts the insurance company is even trying to get alternative parts until new parts come in. The truck so far has needed 18 modules and one still back ordered. Customer had said about a rental car we do not have rental cars for this type of work the only rental  cars we have is for warranty repair work on Lincoln  cars. The insurance that the customer has only has a limited amount of days that the customer used.

   

  South Hills Lincoln 

  service manager 

  Kevin

  Customer response

  10/14/2022

  ****** ******** *******
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  There was no offer to me as a consumer.  I also asked that they do not use our name and to take that down (which they did not).  As for payment, yes our insurance company is paying; but am I not the consumer who payed the premiums and the deductible for insurance coverage? Therefore, essentially, I am the one paying for the repairs.  The lack of communication and inaccurate information from South Hills Lincoln is at the heart of the matter.   My insurance fulfilled their contractual obligation of 30 day rental.  The owner of the dealership stated that it would cost him $45 a day to lend us a car.  I think that statement alone speaks volumes regarding how people are treated as dollar signs at South Hills Lincoln.
  
  Regards.
  

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2017 Lincoln Navigator L Vin* ***************** Major Rust Issues and Safety of Vehicle. -Hood latch Rust- possibility of hood opening while driving. - Rusted rear tire mount - possibility of spare tire falling on while driving and killing someone behind me. - Major Rust, will not pass PA State Inspection. Vehicle still under warranty. Not enough characters to fully explain, see attached PDF

  Business response

  04/07/2022

  I wanted to respond to complaint that Mr. ******** had brought to your attention and what we are doing according to Lincoln warranty procedures as far as rust. We looked over the car and found holes both sides on rocker panel areas we ordered needed parts to repair this soon as we get all needed parts we will bring in and have sent to a body shop for repairs.We have all but one needed part at this time the last part is on back order and we keep checking every couple days.

  The hood latch is not unsafe it just has surface rust it still operates as should and first surface rust is not covered under lincoln warranty second only way it would be is corrosion resulting in perforation and it is not at this time.

  Spare tire is also just surface rust and not unsafe and therefore would not be covered under lincoln warranty spare tire is at this time held solidly in place.

  Customer response

  04/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

  Regards, 2017 Lincoln Navigator Major Rust Issue:  South Hills Lincoln Pittsburgh, PA

  I reject the dealer’s written response, This vehicle should have been repaired or keep at the dealer back in November of 2021 when they had it for 2 weeks in which I thought they were doing the rust repair. Instead, after 2 weeks, I was told that parts were ordered and it would take about 2 months for them to come in.  Instead, I was told I had to return the loaner MKC that the dealer supplied because they were low on loaner vehicles.  I was told to continue driving the vehicle until the parts came in.  As just stated by the dealer they are still waiting on parts after 5 months and still they have no ETA on when the final parts will come in.  Driving the vehicle for 5 months has caused the rust issue to spread and this is the dealers fault!
  I am being put off by the dealer because they know my rust warranty runs out in July of this year.
  That owner of this Lincoln dealership said that this was the worse rust issue he has seen on this new of a vehicle.  He actually told me that after they repair the rocker panels  that I “should get the vehicle rust undercoated and get rid of the vehicle”.
  The owner of the body shop  that is doing the work, (when the parts come in. ?) said that the vehicle was not preped properly before the factory painted the vehicle.
  He showed me many places where the metal was welded together that were showing rust bubbles UNDER THE PAINT.  This is a Factory Defect and all the rust should be covered under my warranty due to a factory defect.
  I have contacted other “Rust Specialists” who agree that the vehicle is rusting from within the paint.  Therefore if it’s a paint defect or an issue that something was not done correct at the factory, the Entire Vehicle should be have the rust issue repaired!
  Pictures are posted here:
  

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  So, now I have contacted the CEO of Ford, Jim F******
  His office has responded and are waiting for a return phone call from South Hills Lincoln.
  The CEO’s contact is:
  ***** *************

  She is assigning a Ford Engineer to look at the vehicle.
  
  
  Regards,
  
  

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