Complaint I purchased a 2013 Lincoln MKZ. I have had it in for service multiple times. I am not always provided a loaner vehicle and my vehicle is not fixed. 2013 Lincoln MKZ purchased new in November of 2013.
Desired Settlement I want to be given the service that was promised to me. I want my vehicle to run properly and to get fixed when it continues to be under warranty. I want a loaner vehicle for all of the repairs and I want a replacement vehicle of mine continues to be a lemon.
Business Response Mr. and Mrs. ***** have had several concerns and recalls with their vehicle. All of the concerns and recalls have been addressed and repaired at this time. While performing a review of their service history I found that every warrantable repair that was performed on their vehicle had a rental receipt attached. While a rental is not guaranteed for a warranty repair, the *****'s were still provided a rental. We even provided a rental for a road hazard claim. The road hazard coverage does not provide for rental coverage, we put the *****'s in a rental at our own expense.
They did have a door latch problem in which the part was on national back order due to a pending recall. We took every effort and emergency ordered the part, however we are at the mercy of Lincoln Motor Company sending us the part. When the part arrived the vehicle was promptly repaired and returned to the customer. Issues about the amount of recalls and warranty repairs should be addressed with Lincoln Motor Company as we cannot control recalls or when we receive parts. I do apologize for the issues they have had, however the issues arising were out of our control. I have contacted the *****'s and advised them to call Lincoln about their concerns.
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BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
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