Landmark Lincoln

4tommy2 responded

My future plans for keeping my Lincoln MKX running is to have it done in my home garage, as the two men who came were super! Thank you.

Landmark Lincoln responded

Thank you for leaving such a great review surrounding your experiences with David Cunningham! We appreciate you sharing your recommendation and wish you the best of travels in your Lincoln!

Landmark Lincoln responded

I was out of State without access to my phone for a few days, when a chain of e-mails was received from Mr. Bryant. In summation, Mr. Bryant states Landmark did not perform repairs to his satisfaction, took too long, and the Employees he had interaction with were rude, incompetent, and liars. Mr. Bryant was also adamant he was not responsible for a tire that was destroyed on the loaner vehicle supplied to him while in his possession. The accusations made by Mr. Bryant made for an impossible satisfactory resolution. Yes, it is true, my response was defensive when informed by Mr. Bryant that my Employees were liars. Most of my Employees have been with me for years, many decades, and three second generation employees. Many are my family, and extended family. Many Employees have their family, and extended family employed here. I know each and everyone of them, and lying is not part of our culture. Yes, it is true, I responded aggressively when Mr. Bryant questioned if my “Dealership had any sense of standards”. Yes, it is true, I responded to the accusation by Mr. Bryant that we had “Sabotaged” his vehicle, “Driven around town with a family in it, or used for other purposes?”. My response was, It did not happen. Yes, it is true, I informed my Team we are to avoid any further interaction with Mr. Bryant, and informed Lincoln Division of my decision. As to the accusation that Landmark posts fake reviews, I am at a loss as to how to respond. Tom Daniels Dealer Principal Landmark Lincoln

Matt_p_bryant responded

Everything Mr. Daniel's has said is either a stretch or complete fabrication meant to help hide the horrible treatment I received, cover for his team, and/or cover for his lack of response. So he either did not read what transpired, or I'll leave the reader to come to the rest of the conclusion about him and his dealership. However, I will summarize what I wrote and rebut what Mr. Daniels said: 1) It was not a chain of emails: it was three. The original was basically what I put in my review of the dealership, the second was a follow up since he didn't respond to my first. And the second was after I discovered food in the back of my vehicle and the things his team didn't even fix or they broke--which included pictures of the seat his team didn't fix properly. The third email was the response to his defensive and stonewalling email in which it seems he didn't even read my two first emails as he said he was referring my issue to his General Manager Ed and Stephan; however, in my first and second email I had detailed my interactions with them. So it was pointless to refer me to them. 2) Mr. Daniels didn't read my email because my complaint wasn't that they just took too long. It was that they sat on my vehicle for two weeks before even looking at my vehicle (text proof). Then they lied about not looking at it. Stephan claimed "preliminary" work had been done, but he was unaware I was in text communication with another person of his team. In the texts (pictures on google review soon), his team member told me the truth that they hadn't even touched my vehicle. Then, because they lied about checking my seat, but actually didn't until I called them out on their lie (text proof), which required even more time to order parts, that is why I complained about the over 7 weeks they had my vehicle in the elements most of the time. As a result of the time in the elements, my battery is practically dead (another complaint Mr. Daniels didn't even take the time to read). 3) Lying about work being performed and being caught in the lie is rude. Not properly checking the issues with the car is incompetence. Mr. Daniels' and his General Manager telling me I destroyed the tire (despite force majeure) without even seeing the tire is incredibly rude. I replaced the tire at Discount Tire before even driving up to Denver. How would they know what happened? 4) The point that Mr. Daniel's misses is that had his team done their job to begin with and started working on my vehicle from day one of my appointment, it would not have been their loaner that experienced the flat tire. It would have been my own vehicle or not at all as our Nautilus is much bigger and may have missed the metal all together. 5) I did not say 100% his team sabotaged my vehicle. I said as a result of the poor experiences from his team and the way Ed yelled at me, I feared retaliation and sabotage. Considering my driver seat access panel was given back to me with a snap broken, not a far stretch. This is my statement to him regarding retaliation: "Now I fear retaliation against our Nautilus from Ed, Steffan, and the service department. I am also worried I will be falsely charged for erroneous damage to the Corsair. Let it be known there will be extensive recording of the vehicle to document what condition it was in when I dropped it off (it will be better than the dirty condition on the inside it was given to me). Moreover, this loaner has horrible panel gaps and rattles/squeaking in the vehicle of which I notated through text. I also was not given a full tank of gas in the loaner (only half), but don't believe it was notated--only talked about on phone. So I will be returning it better than what I was given with the gas." (this response to him was the result of Ed yelling at me repeatedly that I should be grateful for the loaner, and that should be grateful I wasn't charged a rental fee for the loaner, and Ed repeatedly telling me I destroyed the tire--of which he had no knowledge how bad the tire was since I live in a different city. 5B)Considering I gave them my vehicle in perfect detailed cleanliness with no food/crumbs/marks/grass/dead bugs/women's hair etc that was present when I picked up the vehicle, it is perfectly sensible to question what occurred in my vehicle while they had it in possession for 7 weeks. 7 weeks they had my vehicle, and they barely addressed any of the concerns, didn't even address all of them, nor did they address properly the ones they agreed upon. 6) Mr. Daniel's defends his team's terrible customer service upon pick up arrival due to the fact that they were cutting off communication. However, how would they know who I am so as to "cut-off communication with me" as they only saw me once? They also had no idea when I would arrive at the dealership, and I didn't announce who I was as I walked in the door. So how does his "cutting off communication" play a role in the poor arrival response of his team? It doesn't. Even Kia dealerships immediately greet you upon arrival, and lets not do an even greater disservice to his dealership by comparing his to Lexus or Range Rover. 7) I never said they post fake reviews. I said it seems as though he had a friend or buddy write up reviews regarding their experiences which directly contradict my real and actual experience. If it isn't fake, it must be only those who don't challenge their poor workmanship that have good experiences at his dealership. Or, his team is inconsistent with their service. Either way, good customer service and excellence shouldn't wax and wane. 8) My Lincoln Concierge expressed extreme frustration with their poor communication skills and their lack of proper customer service in his interaction with the employees at Landmark. He was also shocked they didn't grant a ride along or a comparison test drive as was requested even by him as well. And due to my mistreatment of the situation, it is not a stretch to call into question the dealership's standards, especially when comparing to other luxury car companies and even other Lincoln dealers. 9) Mr. Daniels told me he isn't adversarial with his customers, but his email response was not one of understanding for the customer or even a clear knowledge of the situation. Instead, it was immediately adversarial as he clearly didn't read my initial email (with proof of his team's lies) and his response was "I am at a complete loss as to what has transpired, but truly believe your accusations that are without merit." So he started the conversation calling me a liar. Then he defended not the customer, but his team's terrible inaction and actions. Then I was concerned about sabotage after a strange noise had been occurring with my engine, and the fact that he was ignoring everything I wrote to him. However, I followed up in the third email reiterating I had proof of the seat not being fixed properly, things they missed, already speaking with Ed and Stephan, and the poor reception I received when I arrived to pick up my email. I also re-posted my first email, which he clearly neglected. 10) Regarding standards: At the end of my first email, this was my response to Mr. Daniels in an attempt to get his help to solve the issues: "I am not sure what image you want your dealership to project, but I think we can both agree that my experience is subpar for a luxury dealership. Moreover, I have had better treatment from a non-luxury dealership. Thus, I hope that you will correct this situation promptly in order to ensure that my wife and I experience true luxury service befitting the standards that Lincoln projects and the standards that you want to project and want others to see from your dealership. Thank you for your prompt attention to this matter. I can be reached at xxx-xxx-xxxx." My initial email was a cordial attempt to Mr. Daniels to explain the situation, give him a chance to correct his team's mistakes, and take charge and exhibit better standards than his team was projecting. Mr. Daniel's clearly would rather ensure his team is comfortable and defended than giving the customer an excellent experience. His response to me asking for better standards was the following: "As to my Dealership having any sense of standards? Who are you to make such a preposterous statement? I am forwarding this to my Service Director, as well as my General Manager. This problem needs to be resolved, and I do not believe it will be to everyone’s satisfaction." So not only did Mr. Daniels not read my initial email and see that I had already spoken with the General Manager, but he essentially told me I was wrong, I couldn't possibly judge the standards of his dealership based upon factual experiences I went through, and that I would not get a result that treated the customer properly. I'll leave it up to you to decide after reading my experience and reading about Mr. Daniel's and his team's responses (or lack thereof) if Mr. Daniel's and his dealership is truly a luxury dealership that strives for excellent customer treatment. Ask yourself if his responses you read, and his and his team's lack of responses and inaction are ones you'd expect from a luxury dealership?

Landmark Lincoln responded

Thank you very much for sharing your recent service visit with us and greatly appreciate the 5-star review! We are very happy to hear everything has exceeded your expectations and we look forward to be of service to you again! Safe travels

Landmark Lincoln responded

We appreciate your kind words and feedback of our Staff's outstanding service! Thank you so much for taking the time to share your experience and we look forward to have you back with us. Safe travels

Landmark Lincoln responded

Mike, we thank you very much for the great review you have provided for our team and greatly appreciate the trust you have with us in caring for your vehicle! Safe travels.

Landmark Lincoln responded

Thank you for your wonderful response to the quality of service you've received with Robert and our service team! We appreciate having you from the distance you've traveled, to have our service team care for your Lincoln! Safe travels

mcalbi responded

Thanks to Kyle at Collision!

Landmark Lincoln responded

Thank you for leaving our service team a great review and 5-star rating. We look forward to have you back with us for your next scheduled visit! Safe travels

Landmark Lincoln responded

Mark, thank you so much for taking the time to share your experience with our service team! It's great to hear that our service options have created a level of service you can count on! Safe travels