Terrible Vehicle Purchase Experience - Joe M.
I purchased my 2015 MKZ on October 22, 2018. It had only been serviced at the same Montgomery Lincoln dealership by a previous owner. On the purchase date, I requested the vehicle’s service records so I could be fully informed on the condition of this vehicle. I was told I could not see them because they had previous owner information on them that could not be redacted. Instead, I was provided with the generic Carfax report that showed no issues with the car. As a result, I elected to purchase the vehicle, did not purchase an extended warranty, and proceeded under the remainder of the existing powertrain warranty.
After signing the contract and pulling off the lot in my vehicle, a “Drive Control Malfunction Service Required” and “Check Headlamp System See Manual” light appeared within 10 minutes and under 2 miles of driving the vehicle. I obviously turned right around and brought the car back to the service department, where it was checked and I was told a rear height sensor was unplugged or loose, they “fixed” it, and it was no longer an issue. However, by the time I made my 20 minute commute home, on the same day of purchase, those two service lights were back on. So I scheduled a service appointment at Montgomery Lincoln to have the issue resolved. They were not able to get my car in until November 1.
After servicing my car, I was contacted and told that the car’s Vehicle Dynamics Module was bad and needed to be replaced, to the tune of $630. Unhappy that I would have to pay for a repair for an issue that happened within 10 minutes of owning/driving the vehicle, I spoke with Frank, the Sales Manager. Frank informed me that they would fix the car for $300 plus tax (instead of the $630) because I had not purchased an extended warranty, which would have made it no cost to me. Still unhappy with this result, I was told that I should have purchased an extended warranty to avoid this issue (of having a car malfunction within 10 minutes of purchase). I had no choice but to go ahead with the $300 repair.
When I went to pick up my vehicle, the service department made a note on my invoice that the rear height sensors had previously been fixed for “the same concern” and came to find out that repair was done in April, 2018. Since the second repair for the same concern didn’t "fix" the issue this time, they decided that a new Vehicle Dynamics Module was needed, and I had to foot the bill for it. Prior service records of “the same concern” could have helped me make an informed decision on whether to purchase an extended warranty, which I was chastised for not doing, and I again pleaded with Frank to cover the cost of the entire repair. My request was denied and I was forced to pay a $300 repair bill for a vehicle that I owned for less than 10 minutes before the issue arose. Again, I was told that it was my fault for not purchasing the extended warranty, and that they don’t even technically have to help me with the price at all. After I told them I didn’t think this was good business, Frank asked how it would be a “good business decision” on their part for them to continue to honor the reduced $300 price (after quoting me the $300, agreeing to it, and fixing the car), given the fact that I likely would never do business with them. I was left with the impression that the value of one's word could be fickle with this dealership.
My dissatisfaction with this dealership is with the way they conduct their business, their appearance of dishonesty, and their prioritization of money over customer satisfaction. It flies in the face of “The Lincoln Way” advertised by the Lincoln brand. Had I known that this vehicle had previous electronic issues, which were known through service records that I requested and was denied, I would certainly have either (1) looked at another vehicle, or (2) purchased an extended warranty. And still after learning of previous service issues that I was denied knowledge about, their position remained the same. Their service department even informed me that such information is withheld because they don’t want it to deter someone from purchasing a vehicle – their words, not mine. When I expressed this concern to Frank, he threatened to take the deal of $300 off the table and make me pay the full price because I informed him I would no longer buy another car from them with my growing family. For my next vehicle, I will be going to a dealership that is open and honest in selling their vehicles and who is willing to do the right thing for clients over earning a buck.
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