We buy my wife a used 2008 Lincoln MKX. A month after buying the car she receives a recall notice about airbags in the car. North Park tell her they don’t have the recall replacement parts but they will call when they get it.
A year later, another recall letter. This one says, "The Lincoln Motor Company previously sent you a letter notifying you of an important safety recall on your vehicle's front passenger airbag inflator. Lincoln continues to work closely with our supplier's to produce the needed parts for this repair. Until parts are available to repair your vehicle, Lincoln is offering to pay for the use of a rental vehicle as a means of alternate transportation. When parts become available, The Lincoln Motor Company will notify you via mail to schedule your FREE airbag recall repair with your dealer. Parts are anticipated to become available during the second and third quarters of 2018. If you require a rental vehicle while waiting for parts to become available for your vehicle, please contact your local Ford or Lincoln dealer."
She shows me the new letter. I wonder whay the offer for rental and think it must be a very serious problem. I check the recall. The airbags explode on their own, or in minor wrecks and kill or seriously maim people with flying metal pieces. One woman had the artery in her neck slashed open by her airbag. She bled to death. I also heard the driver side airbag sua sponte explodes periodically.
I immediately called the service line at North Park and am told they do not have the parts. I explain I understand and ask for a rental. The North Park service rep on the phone tells me I can’t bring it in for two days because the person who handles the recalls won't be in until then. I tell her I'll be there in the morning.
I show up the next morning. The first person tells me they cannot help me because they don’t have the parts. I say fine, I’ll take a rental. He says he can’t. I read the letter to him, and ask for the rental. He speaks with a Service Lead and comes back and says no. I ask to speak with the Service Lead. The Service Lead tells me I have to wait for the part. I tell him fine, get my wife a rental. He says no, they only supply the rental when we bring the vehicle in for the actual recall repair and they won’t have the part but will call me when they do. I read him the letter, and explain the airbags kill people. I tell him that is probably why Lincoln sent the letter allowing us a rental so they don't have to pay billions in wrongful death claims and even more in NHTSA fines. He tells me no. I say, let me speak to your boss.
His boss shows up. The same thing, not parts, no rental until the part comes in and we turn the car in for repair. She say I to make an appointment and I will get notice when a part comes in. I read to her the letter. She tries to tell me I am misunderstanding the letter.
I tell her to give me a letter on North Park Lincoln letterhead explaining every excuse I was told by her and the other service reps and lead. I ask her to include in the letter that North Park has no parts available to make the recall repair, how the recall notice letter I have says no rental is allowed for my wife until a part comes in, and to have my wife and children ride in a car with the faulty airbags. I tell her to give me something in writing that says what she just told me and I will drive away. She tells me no, she won't put that in writing.
She goes inside and, I assume, speaks with someone else while I make a phone call to a number she provided. I get hung up on by a machine. I look up the recall phone number on my own and am on hold when the North Park rep walks back up.
She now says they can fit the car in next Wednesday, a week and half away. I ask why she told me they did not have the part for the repair. She says, “I never told you that.”, as if I can’t remember the conversation we just had moments before. I blow that off and say, “ok, where do you want me to leave the vehicle until the recall repair is made?” She tells me I am not leaving the vehicle there but I am to bring it back on Wednesday. We then go over the letter in my hand again.
She asks me why it is so urgent all of a sudden. She says the recall has been going on for 2 or 3 years. I explain this is the first letter I read, tell her I had no idea this was the Takatta airbag recall to fix airbags that kill people, explain how my son, my wife and myself have ridden in this vehicle not knowing the danger. She tells me to just drive without someone in the passenger side of the vehicle, the airbag is safe in the driver side. I decide to not explain to her about the lady getting her throat cut was the driver of the vehicle. Instead I point out to this is a family car, and ask where should the passenger sit, in the hatchback section?
She then tells me, well Hertz has no rental cars and won’t until Wednesday. She says Hertz is bringing vehicles in from Brownsville and I will have to wait to get the rental. This upsets me, but I stay calm and ask confirm that she is telling me Hertz has no cars in all of San Antonio, Texas they can rent me? She says yes. I say that is a lie. I call and reserve a rental at the De Zavala Hertz location. It takes me about 2 minutes.
She is surprised to hear I reserved a rental. She says I have to pay for it out of pocket and get reimbursed. I ask her to put that in writing and she does.
It is my opinion the service personnel at North Park Lincoln tried to do everything in their power to avoid making the recall repair and or supply my wife with a rental. If I was someone unwilling to stick to my guns the lies would have worked. I am truly disappointed that I was lied to about the Hertz rental availability as well. Maybe North Park treats other people better than me, but with me, they failed miserably to provide the service they claim to provide their customers. I will never buy a Lincoln again, and I will never go to North Park Lincoln again once the recall repair is done, if the recall repair is ever done at all.