Murgado Lincoln of Chicago - Service Center

I am writing to file a formal complaint regarding a highly frustrating and disappointing experience I had today at your Lincoln service center located at 2501 N Elston Ave, Chicago, IL. This is not the highly frustrating and disappointing experience I had today at your Lincoln service center located at 2501 N Elston Ave, Chicago, IL. This is not the first time I’ve had issues at this location, and I feel the need to formally document what I experienced. Today, I visited the service center to report that the rear right tire of my vehicle had been losing air daily. I mentioned that I had visited about a month ago for the same issue and was told by Grant McKay that there was no problem with the tire. Since then, I’ve been refilling it every single day, and I’m extremely frustrated. I told Grant: “You told me there was no issue, but I’ve been filling the tire every day. Clearly, you were wrong.” They checked the tire again today and confirmed that it is indeed leaking and needs to be replaced. I informed them that my Assurant Premium Plus plan should cover this. However, Grant McKay insisted that my plan does *not* include tire replacement and told me I’d need to pay $310 out of pocket. I then called Assurant myself, and they confirmed without question that tire replacement **is fully covered** under my current plan and should be done at no cost to me. So why did your advisor try to mislead me and charge me $310? I told him several times that this should be covered, and he repeatedly said no—without checking, without verifying, without offering help. He simply dismissed me. I also had an oil change appointment. I was told by Lincoln customer support earlier that it would take 1–2 hours, but Grant said the car would have to stay there *all day*. That made no sense to me, and I declined to leave it for that long. In addition, I reported that my Adaptive Cruise Control is not working. He didn’t take it seriously. He redirected me to the body shop even though I clearly said the issue was not about the bumper—it’s an electronic malfunction. The body shop told me, laughing, “This has nothing to do with us.” I explained that there might be a loose connection or wiring issue, but again, I was ignored. This is now the second time I’ve been dismissed at this location. During my last visit, I was denied a loaner vehicle because I drive for Lymo. That is discriminatory behavior—especially since Assurant confirmed that my plan includes **rideshare coverage**. Grant McKay consistently speaks over me, cuts me off, and tries to dominate the conversation. He is rude, dismissive, and not interested in helping customers. I feel disrespected and deeply disappointed. He completely ruined my day, and I was unable to work because of how much time he wasted with misinformation and refusal to resolve anything. I request an internal review of his behavior and expect a written response explaining what steps Lincoln will take to address this complaint. More

Hung up phone, lied on call about a question she asked. Had to ask 3 times to get things done. Didnt clean car after requested, overall HORRIBLE Had to ask 3 times to get things done. Didnt clean car after requested, overall HORRIBLE More