Mahlik Higgs

BLUF: Seek another Lincoln dealer in Northern VA; avoid Ted Britt’s, as you will end up doing a lot of extra work. 1) Do not trust the dealer when they claim they will care for you; they disappear once t Ted Britt’s, as you will end up doing a lot of extra work. 1) Do not trust the dealer when they claim they will care for you; they disappear once they finalize the sale. Avoid collecting your vehicle until everything is settled... they will not assist you after you take ownership. 2) Come in with your own financing arranged if needed; you will not receive particularly good rates from the dealer. Full Story In July 2024, I purchased a 2024 Lincoln Nautilus. Before I signed the contract, the communication and care were exceptional. The dealer explained how Lincoln strives to provide customer service comparable to that of Lexus, BMW, or Mercedes. Let me tell you, it falls significantly short. First, I knew I was going into finance. The typical bait and switch occurred, but I never got to see the offered rates; they noticed I had previously banked with Bank of America and automatically assigned me that loan. I refinanced within days to avoid the outrageous rate. Second, I pre-paid to have my Nautilus outfitted with both a ceramic coating and a tow hitch. The ceramic coating was rushed, and I found multiple issues with it, specifically on the back of the car (photos below). Now, I’m going to pay to have it redone by professionals, so that’s $1100 wasted. Finally, the tow hitch debacle. I paid $1200 to have the tow hitch installed. More than nine months later, my car is still without a tow hitch. I tried to schedule it twice after the sales lead promised that it would be installed within 30 days of picking up the car. Clearly, my satisfaction is not important. I’m currently traveling back and forth to the region, so getting to the dealership in person has been challenging. I have called, left messages, and sent emails, all with little to no response. I have scheduled a third attempt for this week, but I’m not hopeful. I am also following up with Lincoln directly because Ted Britt has been unresponsive. More

Report | Print

The worst car ownership experience. Defective part from factory, took over a month to fix, given a down-market loaner with 20k miles, had to fight with Lincoln for consideration. Now Defective part from factory, took over a month to fix, given a down-market loaner with 20k miles, had to fight with Lincoln for consideration. Now service dept won't acknowledge that I bought the full pre-paid service plan with upgrades. Nobody answers the phone, nor do they call back. EVER. More

Report | Print