Complaints

This profile includes complaints for Pugmire Lincoln of Marietta, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Pugmire Lincoln of Marietta, Inc. has 3 locations, listed below.

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  Pugmire Lincoln of Marietta, Inc.

  1865 Cobb Pkwy S Marietta, GA 30060

• 

  Pugmire Lincoln of Marietta, Inc.

  1 Ford Way Carrollton, GA 30116

• 

  Pugmire Lincoln of Marietta, Inc.

  352 N Tennessee St Cartersville, GA 30120-3254

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.

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am writing to express my concerns regarding the repairs performed on my vehicle at Pugmire Lincoln - Marietta. We initially brought our vehicle (2016 Lincoln MKX) in for a service, and your team diagnosed the issue as a faulty water pump, which was subsequently replaced on 11/18/24 for $3,158.13. We were told they needed to break down the engine to replace the water pump. Shortly after the repair on 12/29/2024, the check engine light came on, displaying code P0017, indicating a timing synchronization issue. We returned the vehicle to the dealership on 1/4/2025 and we were informed that additional repairs were necessary for the timing and phasers and the water pump needed to be replaced. We authorized and paid for these repairs in good faith, expecting our vehicle to be fully functional. The vehicle was in the shop for almost a month, and we paid $1200.00. However, since the last repair, our vehicle has developed an unusual sound that was never present before. After bringing it back yet again, we were told that the entire engine needs to be replaced. This series of escalating issues, all following work performed by your dealership, raises serious concerns regarding the quality of repairs and potential faulty ************** this time, we feel that we have not been offered an adequate resolution for what appears to be a direct result of previous service errors. We have reached out to the owner, and he quoted us $8,500.00 to have the engine replaced. We have spent a total of $4,358.13 and no working vehicle. We need to have a complaint filed against this dealership and what can be done under the consumer protection law.

  Business Response

  Date: 03/12/2025

  Pugmire is not responsible for the customers engine concerns. ******************** attempted to repair certain engine concerns based on trouble indicators and coolant leak. Pugmire addressed the problems indicated by the water pump leak, light, and the malfunction code. Besides, The repairs made by Pugmire and authorized by the customer could not have caused engine failure. Engine noise was noted by Pugmire at the time of repair but the noise could have also been related to the repairs Pugmire was authorized to correct. In other words, there was a noise present when Pugmire began work on it but there wasn't certainty of its origin. Pugmires repairs cleared the light and the code, Pugmire was comfortable that the vehicle was repaired of the known concerns.  The check engine light came on for the first time after over 2000 miles before an issue was reported again. Pugmire offered to replace the customers engine for $8500, discounted $3000 from Pugmires market rate of $11,500, almost a 30% discount. Pugmire also offered their next 4 oil changes free. Pugmire has been more than fair in its extension of goodwill for a burden that was not borne of Pugmire.

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23022705
  
  I am rejecting this response because: The engine noise was not present until the dealership broke down the engine two times. The engine noise directly came from the dealership work and we should not have to be responsible for something the dealership did.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 had my Lincoln serviced for a sunroof leak at Pugmire on 08/15/2024. There was a mildew smell in the car, so I asked them to check the carpets and headliner for mold, and either replace or clean the affected areas. Fortunately there wasnt any mold, but they said they would clean and treat the car for the smell. Apparently, they sub-contracted it out to someone to complete. The person caused significant damage to the entire interior of my car. He sprayed some sort of solution over the entirety in the interior, including glass, plastic, rubber, leather. He did not wipe it down. When my car was returned to me, I inspected it and found the damage. I have photos taken on 8/16/2024 when the vehicle was returned to me. We provided them to Pugmire, who asked me to bring the car in on Monday 8/19/2024, which I did. They had the sub-contractor come out to remedy the problem. I inspected the interior when I got home from picking it up that afternoon, and most of the areas are still damaged and stained. Again, I took photos. I called and emailed Pugmire. The service manager told me that they would not do anything to fix the car interior, and that they will not pursue any remedy for me. My car interior looked brand new until I took it to them. I am extremely upset. I even contacted Lincoln corporate who told me that there is nothing that they can do, other than report it as a complaint. Is it not the responsibility of the ownership to ensure that work is completed properly? My car was in their possession. They hired the sub-contractor. I did not. My car will need all of the leather, plastic, and rubber components replaced due to the sub-contractor they hired putting a caustic substance on the entirety of my interior, including glass, and not wiping it off. I want my car to be restored to the same condition it was in prior to taking it to Pugmire, or appropriate financial restitution. The car is still under warranty, but they refuse to do restore it.

  Customer Answer

  Date: 08/30/2024

   
  Better Business Bureau:
  
  
  

  Please close this complaint. This has been resolved.

   

  Thank you.

  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  In October 2022, I reached out to Pugmire Lincoln as I had interest in acquiring a used vehicle they were advertising on their website, I spoke with a sales rep and sales manager. I was specifically told by the sales manager after having submitted a credit application and having to take initiative to call them for an update as no one thought to quickly reach backout to me - that my credit was ran to ********** who he claimed said they could finance my purchase if I could provide a $10k down payment. I had initially shared with sales rep that I did not want to offer down payment. 1. After chatting with the sales manager, he shared he would connect with the finance manager as he stated the finance manager was having some sort of discrepancy and ran my application to other "banks". When I was finally able to connect with the finance manager, I was told by him that the income in the application was not reflecting correctly , essentially so with my information he chose to re-run the application to whom I believed would just be ***** but he did confirm having ran it to more than 4 creditors. This was done WITHOUT my consent! I also called ***** who CONFIRMED that they do not require or ever ask for a down payment so when I reached out in affidavit to the **** it went unrebutted. His legal team stated he disputed facts but the *** chose to not respond in writing under penalty of perjury. This proved to me that this company intentionally wants to harm me. They refused to answer WHERE the $10k down payment was going to be pocketed. Due to their agents, the multiple times my credit was ran by them lowered my credit score which has now been preventing me heavily from being approved for housing that I am immediately need for family. I offered options for remedy. The ***s legal team stated "After reviewing your email - my client has elected to not make a further response." UNACCEPTABLE! They are actively operating under deceptive practices and refuse to be held accountable!