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Business Profile

New Car Dealers

Star Ford Lincoln

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 15 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/24/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a used vehicle from Star Ford Lincoln on February 15, 2025, the vehicle broke down on April 6, 2025. Assuming the car needed a new battery, I towed the vehicle to Infiniti of *******. After inspection, the vehicle needed more repairs. I have submitted the entire complaint below.

  • Initial Complaint

    Date:11/12/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Receiving error message on my 2021 **** Mustang Mach-e regarding back up assist and camera. Took the car to Star Ford in ******** to repair the problem on 7/10/2024 and I was charged $786 for a "software update" to fix the problem. Problem was not fixed so returned to Star Ford on 9/9/2024 and was required to pay $180 for a rental car from Enterprise. Problem was still not fixed so returned to Star Ford on 9/23/24 at the request of ***** ********, Service Manager. He was sick so my car could not be repaired and I returned on 10/14/24. After 4 visits and $986 out of pocket, the problem is still not fixed and I do not believe the dealership can fix the problem so I would like to take it to another dealer. Contacting Star Ford is impossible as they are all automated text messages and you can't get a hold of a human being without visiting the dealership. I am requesting a refund of the "software update" cost which did not fix the problem and was administered at cost when over the air updates provided by **** are free of charge, and $180 for rental car. Thank you!

  • Initial Complaint

    Date:11/05/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I brought my ******************* for a service recall and opted to have an oil change performed simultaneously. Upon receiving my vehicle, I discovered that the hood strut was damaged, and after returning home, I noticed oil leaking from the oil plug, which had not been properly tightened. I have included photographs for reference. The oil leak resulted in a puddle forming on my skid plates and driveway.For two days, I attempted to contact my service advisor via text and left multiple messages, but received no response. Eventually, when I did hear back, I requested a refund for the service, as I was uncertain about the extent of the oil leak. My request was denied, and I was asked to return to the dealership without any acknowledgment of the inconvenience caused. Given the negligence, damage, and poor service I had already experienced, I felt uncomfortable bringing my car back to ******* a **** owner with two vehicles, I had hoped for better service from my nearest dealership, Star Ford Lincoln. What should have been a straightforward service recall and oil change turned into a frustrating ordeal and a significant financial burden. The service was subpar. Numerous other reviews on platforms like ******, Yelp, and the Better Business Bureau reflect similar experiences. What began as a simple $112 service escalated to: $130 replacement for the hood strut, a $112 for the original oil change, an additional $100 for the oil change after the leak, hours spent cleaning up oil from my driveway and skid plates, and countless hours trying to resolve the issues. I have yet to receive resolution, refund or reimbursement for any of these expenses.

  • Initial Complaint

    Date:07/25/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I brought my car into Star Ford because the service light had come on. I had received promotional emails about the summer discounts intended to get my business back after not having returned to Star Ford for a while.Everything seemed to be going as expected until I decided not to have the work done that was quoted at $2900. I asked for an appraisal of the car instead as I had also received emails from Star Ford that they were interested in my vehicle based on their records from my previous services with them. Then communication slowed and I didnt have my car for an additional week nor any information about the appraisal. Once the used car rep and I connected, I was quoted $500 for buying the car, I passed and asked to pick up the car the next day.When I arrived to pick up the car, the available service rep said he couldnt find my paperwork. I asked him to keep looking and he eventually found it. He presented me an invoice of $340 and I asked what the charges were and why none of the advertised discounts had been applied, he said he was not able to address any of the billing. When I have had similar services at Star Ford in the past, the entire invoice was $54.60 or $34.06. I asked to speak to a manager and he said there was no manager on site on that day. I asked for the managers card and he couldnt find one. Instead he gave me a first name and last initial. I asked for the managers phone number since he couldnt find a card and he said he didnt know it. He said he would not release my car to me unless I paid in full, so I paid. Once I got back into my car, I saw that accessories had been ripped off and left on the floor.When my original service rep followed up, I asked about the billing. The response was essentially "did you expect it to be free?" Then after my explanation of expectations, I received a generic blurb with a link to a feedback survey.I am still seeking to speak with management for a review/explanation of the billing or refund.

  • Initial Complaint

    Date:07/21/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We received a coupon in the mail (see attachment) for a $2,000 discount on a 2024 Nautilus SUV Lincoln with an expiration date of January 2024 . We went to the Star Lincoln Glendale dealership and placed the order on August 22, 2023 for a total price of $52K and we gave a $500 deposit. We waited almost a year to get the car that was custom made and when we went to pick up the car on June 25, 2024 the dealership is saying that Lincoln is not honoring the $2,000 discount. We still want the car but we want the discount that was promised. Could you please help us with that?

  • Initial Complaint

    Date:01/27/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The dealer refused to perform maintenance under warranty. The warranty has expired now they are keeping my truck and will not return my phone calls or emails. They have my vehicle for a month. I need it for work. They are asking me to pay for repairs that they refused to do while the truck was under warranty.

  • Initial Complaint

    Date:10/19/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We purchased a 2017 Lincoln MKC from Star Ford and purchased extended warranty. The service experience is awful. At least 6 visits and the last time they kept car for 7 weeks on engine spark plug issue. They replaced engine but missed that the tires needed replacing and struts were bad. I asked them twice to check transmission. They say they did but it felt just as warranty ran out and $5,500 to fix. Then the car had recall on electrical issue which they fixed defect but charged $1,000 to fix /reprogramed the damage caused by the defect, They will not return calls or I have gone up and no manager will sit to discuss the situation. Checking reviews service department has been identified as warranty avoidance and keeping cars for a long time. I want to know if your support or help with lemon law issues or can you discuss with dealership that we need some help? We have owned 6 ************************* products and this is our worse experience.

  • Initial Complaint

    Date:09/20/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    So I called the dealership and tell them my problem. I provide the vin and other required information. They never informed or offered to inform me about csp ( consumer satisfaction program . I have tried calling back several times to only be ignored or left waiting on hold. I finally gound the information and guidelines gor csp and I qualify for it. I have spoken with **** a few times prior asking about parts and such, described my problem and they mentioned nothing, and they should know or get out of service department.still no resolution or answer. THEY SUCK!!

  • Initial Complaint

    Date:06/15/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I took my vehicle 2019 f150 to **** delearship for service due to having mechanical issues about a year ago to another delership in ********. issues were not resolved. I took it in on friday may 12th to get checked out. spoke to service agent stated that it would take about 3 weeks for my vehicle to just be looked at . truck has several issues . at start up truck makes ratling sound. and when driven transmission feels like something not shifting correctly. I have also taken truck in for auto sound not working correctly. Im still paying for truck and have extended warranty but they advised that they could not give me a rental until vehicle is cheked out. I feel that to the consumer it is unfair that I have to be with out a vehicle for more that 3 weeks.

  • Initial Complaint

    Date:02/21/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I flew from ** to CA to purchase and drive back a 2019 CERTIFIED Lincoln Nautilus (VIN: *****************). Purchased on 09/17/2022 for $35,827 not including title and registration which was paid out of pocket at the *** ($900). Agreed upon TOTAL price verbally and in writing was $33,690. Vehicle was not in certified condition and it was immediately taken to two (2) local Lincoln dealerships to diagnose and repair. It was in service for a month, and I did not have a vehicle during that time either. These are the issues with the vehicle:-Both dealerships suspected vehicle was in an accident and there is proof. Masking tape and pieces of film was found in inconspicuous areas. Rear bumper appears to have been previously damaged and painted (you can still the damage under the paint), Lincoln badging is missing from the trunk (dealer said the lessee had it removed because they did not like it), liftgate hands-free sensors not operable, driver side-mirror is cracked on the inside and has paint overspray). Both rear-taillights were also loose.-Windshield wiper connector was broken. The wiper was loose and posed a safety hazard. It cost $50 to replace after I was stuck on the highway in a severe storm with my newborn in the backseat. -Rumbling noise caused by worn out wheel bearings (front and rear)-Chirping noise caused by wind passing through the crack inside the driver side-view mirror. Cost to replace $1500 -All wheel lug nuts were warped -Driver door trim misaligned -Sunroof weather strip loose and center console side panel was loose due to broken clips.-Oil was 5 moths old I explained all this to *************** (sales manager) and only asked for side view mirror. I let him off easy. He was unresponsive for weeks and was dishonest when I finally reached him. Declined to take responsibility or even apologize.I am owed the following from Star Lincoln:Price overcharge: $2,137 Oil Change: $71.49 Driver Side View Mirror Part+Labor :$1,500 TOTAL OWED: ********

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