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Complaint Details
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Initial Complaint
04/11/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
This complaint is regarding the service dept at Planet Lincoln. For the past 4 yrs I have been only going there for my vehicle maintenance estimated 3 times a year. I have complained for a little under a year about the battery alerts on my phone from the lincoln way app while my Warranty was still active and they did nothing except tell me it was fine even after I had to get a jump a year ago. Was just there Dec 2023 for inspection they stated no issues. Warranty ends January 2024... Today 4/11/24, I go in again to get the battery and engine coolant checked because of the constant alerts only, no vehicle issues, and they state, the battery is almost dead. They had to jump it off while they were working on it and they are surprised it lasted this long and I need a new one immediately per the ownership specialist Mr. Robert ********. So now I have to pay $300 to get a new battery when it could've been replaced while under warranty months ago I believe I have mistreated and bamboozled. It's not fair!Business response
05/07/2024
The fixed operations director has been in contact with the customer and has addressed concerns, refunding the cost.Customer response
05/09/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
09/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On July 24, 2023, I brought my 2019 Lincoln MKC to the PLANET LINCOLN service center to diagnose the service engine light. I left the car with Rick ***** in the service center and after fifteen (15) days I got a diagnosis that the car needed a new engine at the price of $8,200.00. Rick advised that since the car was approximately 800 miles over the warranty I should contact Lincoln Motors for some assistance (evidently this is a common problem with this engine). I spoke with Noah ****** at Lincoln Motors and after nearly a two week delay, he agreed that Lincoln would assist in repairing the engine. We agreed that Lincoln Motors would pay $4000.00 and I would pay approximately $1,500.00. On September 7, Noah at Lincoln Motors mentioned to me that Planet Lincoln had received the new engine and all the parts on August 30, 2023 but did not have an available mechanic to work on it for possibly another two weeks. It is now September 20 and I have not received any updates from Rick ***** about my car as he is not returning my phone calls or voicemails. I emailed the general manager, John ****** on September 2, 2023 and did not receive a reply until I emailed him again on September 7. Then I received an email that was not informative at all and just re-stated everything I had expressed my frustration with in my email. I have also tried to get a response via email from Rick ***** and John ****** two times this week and have had no response from either. I have been working with Noah ****** at Lincoln motors and he cannot give me any answers from Planet Lincoln’s Rick ***** either as to when I will get my car back. The only information I get are updates as to when the car might get fixed. Any assistance would be greatly appreciated in getting my car back as soon as possible. Two months without a car, that I have still been paying for and not being able to use is too long. Please help me get this resolved. Thank you, please call with any questionsBusiness response
10/18/2023
Hello - can the name of be correct from Jerri ****** to Jodie ******.
Response:
The customer car has been repaired and was delivered at the end of September.
Initial Complaint
05/01/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a Lincoln Navigator on 12/14/2020. Fred *** sold me an extended warranty valid for 125k or until 2027. I have been calling and emailing Fred *** since October of 2022 in anticipation of selling or trading the vehicle in. I have left him several messages as well as emailed him and Store Director John ******. I left John ****** a message today. The vehicle was traded in in 04/06/2023 and I am due a prorated refund for the unused time and/or mileage. I have yet to hear back after several attempts. I have also confirmed with multiple receptionists that Fred *** is the point of contact regarding the Extended Service Plan warranty.Business response
05/02/2023
The customer has been contacted by the general manager of the dealership. A refund check has been processed and mailed.
Initial Complaint
05/10/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I bought a brand new 2022 Lincoln aviator in April 2022. The day I got my car the car already had a service light on. I called the dealership they said they would pick up my car and get it fixed. They did pick up my car said they had to order a part and they would get back to me. It’s been a month and I have not heard back from anyone at the dealership. I have called multiple times each time they say they will try to get somebody on the phone to help me just to be transferred around and never connected with a manager. I am so upset that I went with Lincoln to buy a brand new car. Such an expensive investment and I bought a car that had service lights on and no one is doing anything to help me. I am beyond frustrated! I would not recommend planet Lincoln to anyone at this point. If I could give the car back at this very moment I would! Hands down worst experience of my life! What sold me on planet Lincoln supposedly was that they were the “best” in customer service. I beg to differ and I really hope no one else has been treated the same way I am. This is the first time I have ever had to get on this site to complain because I’m not one to however, No one should purchase a $65,000 car with service lights on. Especially if they claim it to be brand new. I cannot stress enough how upset I am especially that I am getting a run around and I can’t get ahold of any type of manger to save my life. I should have never accepted the car when I seen the light on I should of turned away the car. Lesson definitely learned!Business response
05/11/2022
We apologize for the customer's frustration. Management has been in immediate contact with the customer to address concerns.Customer response
05/11/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
The manager has reached out to me but until the issue is fully resolved I do not wish to mark this issue as settled. I do not trust this company and would like to keep this open until they follow through with the promise they are making to fix my vehicle. Please let me know if any further action from me is required
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Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.