Lincoln of Troy - Service Center

Terrible Service!!!! I called last weekend 4/8/16 because my car wouldn't start. It had been acting funny for 2 days and because when I would walk up to my car instead of I called last weekend 4/8/16 because my car wouldn't start. It had been acting funny for 2 days and because when I would walk up to my car instead of it unlocking it would just try to lock or unlock constantly, so eventually the battery died. When I called at 4pm on a Friday they made me feel as if I was inconveniencing them. They did not want to bring me a loner car at all. I wasn't sure if jumping the car was going to fix the problem or not. They never asked what was best for me but tried to figure out what was best for the dealership. They huffed about having to stay past 6 if it took their road side longer to get out there than they said it would. Called me at 5:50 pm to make sure I was coming because they didn't want to stay if I wasn't even though I didn't have a choice since I didn't have a car if I didn't. Long story short I brought them my car instead of them coming to me because it was inconvenient for them to do so Friday or Saturday. They did everything in their power to make it as easy on them and never asked me what was best for me. Continuously told me about staffing shortages and why they couldn't do what was best for me. I 100% believe it starts from the top and works its way down and the Sales Manager, Gabe, lied to me, he said "my guy offered you a ride into the dealership." Which was a blatant lie! Apparently I was supposed to have empathy for them instead of them taking care of the car that I pay $480/ month for that has broken twice in the 1 year I have had it. To top all of this off when I get the car back it is doing the same thing it was before the battery died, I called at the beginning of the week and because I travel for work I wasn't able to set anything up. I called again on Friday 4/15/16 and was told I would get a call back within one hour and here it is Monday and I haven't heard. More

Great experience Dan was exceptional. My service tech stayed late to get my car ready for an emergency trip to Florida.worked very hard to please me. Dan was exceptional. My service tech stayed late to get my car ready for an emergency trip to Florida.worked very hard to please me. More

Poor service I took my MKS in for service and initially received a call that it was the timing chain. I later received a call that since they didn't have proof of I took my MKS in for service and initially received a call that it was the timing chain. I later received a call that since they didn't have proof of all of my oil changes (some of the oil changes provided by lincoln dealerships they didn't have records for) the warranty may be void. They wanted to charge me to drop the engine to see. In talking to several friends and clients, I was advised that I would be at the mercy of the dealership if I proceeded. Several friends use Varsity Lincoln and are very happy, so I took it there. They said it was under warranty, determined it was the timing chain, and fixed it at no cost. I am a single female and many friends wonder if Troy was trying to take advantage of that. It was the service that lead me to choosing the Lincoln MKS over the Ford Taurus SHO. Lincoln of Troy did not provide that service. As a side note, I mentioned to an attorney friend that I didn't want to call around to get all of my receipts of oil changes to prove I had them done. He told me I did not have to prove it. The dealership would have to prove I didn't have oil changes. He mentioned a class action law suit that started in California with another car company. Even so, I will now be keeping receipts in my glove box. More

Horrible experience. Lincoln of Troy has decided to take me, one of their customers, to small claims court based on a mistake made by their service department when handlin Lincoln of Troy has decided to take me, one of their customers, to small claims court based on a mistake made by their service department when handling recall repairs on my 2013 MKZ. They installed a part on my vehicle without checking warranty coverage (or lack thereof) and are now trying to hold me accountable for a $387.97 bill which Lincoln Motor Company will not reimburse their dealership for. (This is over a cup-holder latch, mind you) They did not call me for authorization to install the part… They did not quote me for cost… After repeated requests (as recent as yesterday) for them to provide documentation showing I agreed to the repair, I have yet to receive anything… A mistake has been made by them, whether intentional or not I have yet to determine. I tried everything in my power to work with the dealership by offering the part back, trying to speak with the owner, etc. This all proved to be a waste of time. After waiting two weeks to speak with the owner of Lincoln of Troy and having him promise me a call back he did not follow through. Complete incompetence from the service writer all the way up to the owner and they will be held accountable. As of yesterday I received a letter that I am being sued. I am not intimidated by this at all. I have talked to other Lincoln service managers and all agree this was a mistake made by Lincoln of Troy. I have been a customer of theirs for over a year and a half, servicing my car there on numerous occasions. I will update this review after the court date. I am not happy. I will not sit quietly on this. More

This is the email I sent to Randy, the Service Manager and never heard back!!!! Randy- I asked to speak to you today but I was told you are not at North Brothers this afternoon. I wanted to write and never heard back!!!! Randy- I asked to speak to you today but I was told you are not at North Brothers this afternoon. I wanted to write you so you know about the horrible service I received today with my girlfriend’s 2009 Lincoln MKS. I brought the car in today on my lunch hour (12:15) and asked for an oil change and tire rotation. I was told the car would be ready in 40 minutes so I ate and came back at 1:15. The car was parked up front. I checked the tires and then went to the Service Desk and explained I was there to pick up the car. I asked to see the paperwork before I paid. I noticed that it said on the paperwork that the tires were rotated. I informed the person at the service desk that I knew they were not rotated because I marked them. I took the cap off of the front right tire and the front left tire has a plug in it from a flat a few months ago. The gentleman at the service desk told Tim Martin the Service Advisor. Tim went and spoke to Eric Super who performed the work. Eric claimed he rotated the tires. Tim then VERY sarcastically said, “Sir, do you want me to have him re-rotate them?” I said, “no, I want you to rotate them like I originally asked for an hour ago.” I then explained to Tim that the tires were marked and I was 100% certain the they were not rotated. I told Tim that I felt I should not have to pay for the tire rotation because of my additional 35 minute wait. He asked me why. I explained that North Brothers should have done it the first time, not had me wait an additional 35 minutes and that they should not lie to customers. He said he did not have the authority to waive that fee. I am extremely bothered by this experience and for the first time ever I had to check the dipstick, with a suit and tie on, to be certain that Eric actually performed the oil change. Very bad service! Obviously, we have lost confidence in North Brothers Service Department. More

Because Park Lincoln Mercury dealership closed I had to find a new service department. I put this off because In the past I have had some very unpleasant experiences with service departments treating me p find a new service department. I put this off because In the past I have had some very unpleasant experiences with service departments treating me poorly because I am a woman and don't know automobiles-I am in the medical profession! But what a most pleasant surprise! When I first called and explained my problem-Amy was courteous and offered me an appointment today @ 1030 and I told her I had to work at the hospital by 3pm and she offered me an a ppt at 0930. I arrived early and immediately was asked to pull the car in and Amy shied me to the waiting area! I barely had time to spend any time on my iPad when Amy returned and took me out to my car! It was finished-small pin hole was found in rear driver side tire-the Low Tire Pressure warning lite was off and I was on my was! The staff was courteous, efficient and without question I will return! This service department has restored my confidence in this business. Thank you North Brothers in Troy! Your employees were fantastic! More