I am reducing the review to a 1-star due to how I've been handled after sale. I am not taking away any of the facts as to how the customer service was leading up to the purchase. On April 30th 2020, we purchased a used 2018 Certified Pre Owned Lincoln Navigator with 33k miles, less than 30 days ago. Upon taking ownership of the vehicle we were missing a tow hitch cover and the inside center console is filthy. Passenger side kick plate area isn't completely bolted and hanging. We look past it since we had our 3 young children with us, it was past 10:30PM, and we needed to get home. Hassan mentions he would have a tow hitch cover to us ASAP. On May 6th we attempt to open our sunroof and it doesn't open. We also make an attempt to close the sunroof shade but it only closes halfway. I proceed to reach out to both Hassan and Henry about the issue. I find out that there's no immediate availability in service and would have to wait until at least the 17th. Knowing that we have a trip down to GA on the 14th, Hassan comes to pick the vehicle up and bring it into service to see if the issue can be quickly repaired. He finds out the issue will be a lengthy repair and that the service department had to order some parts. Service is now scheduled for May 24th. I get the vehicle back with the tow hitch cover and the passenger kick plate area buttoned up. Exterior is washed, Center console area still filthy.
While on the trip and in the vehicle we start to run into the following issues:
-Driver and Passenger side ventilated seats mechanically engage as the fans can be heard, but the seats aren't cooling.
-Using the Recirculating air function fails, as every outdoor odor during our trip wafts throughout the inside of the vehicle
-Since I can only retract the sunroof shade about halfway, our 7 month old is getting lit up by the sun on our 8 hour trip.
This morning (May 24th) I receive a call from our service tech explaining that our vehicle is scheduled to be picked up, but he was confused as the notes mentioned a Lincoln Navigator would be provided as a service loaner. I told him that the notes are correct as I was promised a Navigator would be given as a comparable loaner. He proceeds to tell me that he only has an Explorer or an Aviator. I tell him, to reach out to his managers as, I don't have access to their systems to put that kind of information in the ticket. I get a call from Hassan saying that the only service loaners available are either Explorer's or Aviators and that even if Gardner Britt were to drop off his vehicle, he would get either one of those vehicles. This comment sets me off, as I could care less. I was promised a Navigator, notes were placed onto the ticket, and yet this dealership failed to follow through. I tell Hassan that, in my experience of purchasing used vehicles, this has been one of the worst purchases to date. He down plays the issue and claims that the sunroof is manmade and that the dealership has "bent over backwards" on this issue. Let's review the facts and see where this dealership bent over backwards on the purchase of this $60k plus CPO vehicle:
Cons on purchase and ownership
- Paid full dealership asking price on vehicle, attempted to negotiate but received not even a dollar off.
-Obviously delivery of vehicle was given in subpar conditions
-Hanging passenger kick plate
-Missing Tow hitch cover
-Chip in the windshield
- Issues we came across in less than 20 days of ownership of this "CPO":
-Broken Sunroof and Broken Sunshade
-Ventilated seats that mechanically function but don't seem to cool
- Inside Air recirculation fails
- Promised a comparable Navigator as a loaner during this multi day service. Instead was given an Explorer and was basically told to deal with it.
Pro's on purchase and ownership
- Hassan babysat our children while we test drove
- An attempt was made to bring the vehicle in to see if a quick repair could be performed.
- Exterior of the car washed
Maybe Hassan was referring to us being bent over backwards.