I tried to purchase a vehicle in April from Star Lincoln in Glendale, CA without avail. I went in with printout of the same vehicle (identically equipped) from a local competitor with similar miles and said "If you could come within $500 of this price, I would rather purchase from Star as it is closer to my home." They tried to explain that it is not the same vehicle when was clearly the same except for the color (black vs. red). I am a realist and understand not all deals can be made based on a number of variables. They did not want to make the sale, so I purchased from Vista Lincoln (GREAT dealership!) that evening.
Fast forward approx. 30 days .....
I took the vehicle I purchased in for service as there was a suspension/steering issue. They said they fixed the issue and replaced a strut. After getting it home (nearly 10 days later), one issue was fixed and another created with the steering. I brought it back that week and another part was replaced. Got it home and the same issue was there (approx. 10 more days later). I made an appointment, brought it back and another MAJOR part was replaced. Got it home, same issue existed.
By the sixth time I brought it back (yes, 6th!), and after being in one of their loaner cars for over 30 days between May 1 and September 30), I was told "the noise/feeling is normal." This was after multiple service advisors and the service manager (Manny) all sat in the vehicle and agreed prior to taking the vehicle in that there was an issue. It took a call to Lincoln customer service to start a complaint process to get anything moving forward.
The General Manager at Star Lincoln in Glendale, CA and I connected and he asked if I could bring the car by so he could personally drive the vehicle (Alex). He was very nice and genuinely seemed as if he cared. I drove to the dealership and he drove the vehicle and agreed there seemed to be an issue as he never felt steering like mine in another vehicle. He asked what he could do as I explained that I had an appointment to bring the vehicle to another dealership for another opinion. He said he wished he could have one last shot at it as he would "personally oversee the repair." Again, he seemingly seemed like he wanted to figure it out, I agreed and he whisked me off to service and put me in a loaner minutes later. Approx. seven (7) days later, he informed me that the issue was "normal" like the tech and Service Manager said. He was very nice about it, but I knew he was wrong and was nearly infuriated and frustrated at that point. In my mind, Lincoln would never be able to compete against the other luxury brands with dealerships like Star and I gave up. I wasted enough valuable time and was on my way to trading the car in for a Lexus which is what it replaced. I never had such an issue with Lexus (or Audi, Nissan, Honda, Chevrolet, Infiniti, etc.).
After sharing my disbelief with my assigned customer service representative, she suggested that I bring the vehicle to another dealership for one last opinion as her hands were tied (at this point, I was ready to go to arbitration per the Lemmon Laws in California and actually started filling out the paperwork). I chose to give it one last try and brought it to Advantage Lincoln in Duarte, CA, where they took me in with open arms. After actually listening to what I had to say, they found the part that was causing the issue and replaced it. Less than one week later, I had the car back and guess what, it was fixed! Moving forward, I am driving 25 miles out of my way to service our two Lincoln vehicles at Advantage as they earned my trust, respect and ultimately, my business.
While all this was happening, I had my wife's vehicle in for service at the same time (we were expecting our first vehicle back by this time) which is under factory warranty. They did find that her battery was weak and needed a replacement, but wanted to charge us over $160 to replace it. Had my wife picked up the vehicle, she would have paid, but luckily I asked "why would we pay when it is under warranty?” It turns out the service manager did not check to see if it was under warranty. Really?
At the end of the day, Star Lincoln in Glendale, CA has fundamental communication and systems challenges to overcome as they are greatly flawed. Things happen in business, I get it. This situation was simply ridiculous, avoidable and probably due to the laziness of people who did not want to take the time to find the real issue. After reading a number of reviews on this dealership, it seems to be a common thread.
I can say that Vista Lincoln was GREAT to deal with on a purchase. As a person that has owned 24 vehicles in my lifetime, I have seen the good and the bad from the Midwest to West Coast. Vista Lincoln was open, honest and genuine from the get go. Not like Star Lincoln in Glendale, CA.
I can also say that based on my experience with dealership service departments, Greg at Advantage Lincoln in Duarte, CA is world class. He communicates with the customer, provides updates and is honest about his findings. Not like Star Lincoln in Glendale, CA. He earned my trust to the pint that I said “If you tell me the issue is normal as Star Lincoln in Glendale, CA stated, I will admit I am wrong an 10 dozen doughnuts to the Star Lincoln in Glendale, CA service department as an apology (I can admit when I am wrong).” As you read above, I did not have to buy the doughnuts as Advantage Lincoln in Duarte, CA found the issue on the first try.
I would not recommend Star Lincoln/Ford in Glendale, CA in any capacity. Buyer beware.
I Recommend This Dealer:
Alex, Manny, Terry (these three primarilty).
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