ComplaintsforNapleton Lincoln Glenview

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase date of vehicle was July 29,2022 there was a 90 day ***** mile warranty included with the vehicle. On 10/24/22 the vehicle broke down and had to be taken to a dealership for repairs. Upon contacting the dealership **** the used car manager stated my vehicle was out of warranty by 3 days. I inquired as to how that could be I was told that the computer showed the purchase date as 7/23/22 I explained I came in to look at the vehicle and put down an initial down payment but did not complete the purchase and take ownership of the vehicle until 7/29/22 which all the paperwork I have supports and confirms. I was told by **** the dealership would not honor the warranty.

  Business response

  11/09/2022

  Due to an initial mix up on the date of deposit vs date of delivery the warranty expiration date was misquoted.  After verifying the correct date online with warranty company we let customer know the 90 day warranty was still active.  Since then the vehicle has been towed to our shop, and an initial diagnosis performed, and the car is in the process of having the engine worked on to verify the component that failed to be uploaded to the warranty company for coverage decision.  

   

  *************************

  General Sales Manager

  Napleton Lincoln

  1610 *************

  Glenview, ** 60025

  ************

  ***************************************

• Initial Complaint

  04/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a Lincoln SUV purchased with standard warrantee coverage as well as the purchase of an extended warrantee contract from Lincoln ************** I contacted the service department of Napleton Lincoln, *************************** in Glenview ** ***** on 4/21/2022 for service information and advice. The service personnel were courteous and helpful. Then I was told that based on information from the general sales manager, YOU ARE NOT WELCOME HERE. Being astonished, I further inquired about my warrantee from Lincoln ************* and was told not here. The service person was attempting to be polite but said it is my job to tell you that you are not welcome here and that service would not be provided at Napleton. No reason or explanation was offered despite my paid for service warrantee contracts.I am a ***************************************************************************** the retail market and certainly not from a Lincoln ************* dealership.

  Business response

  04/28/2022

  In August of 2021 the customer came to our store for a Service appointment.  Before entering the Dealership he became agitated and verbally screamed at a customer in our service department and began honking his horn in the building at the customer (witnessed by multiple staff).  Staff asked that he stop yelling at the customers and he did not immediately stop honking or yelling.  When the customer ultimately stopped and entered for his appointment he was confrontational with staff regarding several factors, including Covid protocols which were posted and all CDC guidelines were followed (witnessed by staff).  When he was done with his service write up instead of heading to the waiting area he immediately went to the showroom and yelled at staff member there looking for Manager.  He was introduced to our GSM, *****************, who when offered assistance was screamed at and the customer began directing profanities at him and other staff members (again witnessed by multiple staff members).  He would not calm down in the showroom and continued screaming at and swearing at the staff members.  He was asked  by the Manager to please keep a safer distance and calm down.  At the conclusion of the conversation the customer was told that moving forward they need to find a different dealership to use for service.  The customer had not purchased the vehicle or warranty described from our store and verified with Lincoln all warranties are still in tact.  We continued the customers repairs as requested and upon completion let him know to start using a different location.  The customer then contacted ******************** **************** who took his story and then contacted us.  After speaking with us and hearing the events they agreed that it was best the customers service elsewhere moving forward.  Lincoln **************** informed the customer of that as well.  

  In April 2022 the customer contacted our store to schedule service and was told that he is no longer to service his vehicle here.  The customer has even stated that he was spoken to in a courteous and helpful manner but was told he needs to start using another store.  All of his Lincoln warranties are still active and whatever extended warranties he purchased elsewhere would remain in tact and operation.  He was never abused or treated with disrespect.  Despite him berating staff and customers, we remained courteous and respectful and even finished his repairs however we stand by the decision and were supported by **************** that the customer should proceed with moving forward at another dealership for his remaining service and warranty work.  The assertation that he suffered abuse at our handling of the situation is 100% adamantly denied and false.  Please feel free to contact me with any more questions / concerns, thank you.

   

  *************************

  General Sales Manager

  Napleton Lincoln

  ***********************************

  ************

  Customer response

  05/04/2022

   
  Complaint: 17099935
  
  I am rejecting this response because:

  I categorically deny the allegations provided by this business. The referred to horn honk was to open the garage door. The use  of descriptive
  phrases such as screaming, yelling, etc. are highly exaggerated. I would clearly challenge staff witness whose job depends on what they say. The ***** procedures posted were incorrect and I did notify the individual in question with that information. The showroom and waiting areas did not observe the State, County and local current masking mandates at that time.(This violation was reported to the County health agency.) I was then told to vacate the showroom and forced to wait outdoors in the sun and heat for my car. At no time was I ever notified to seek service at another location! (witnessed by employees). At no time was I ever notified by Lincoln ************* of any agreement to the embellished claims of this dealership presented herein.Furthermore, I have never met or been in contact with the individual in this response nor have been offered any opportunity to prove my evidence.
  I continue to believe that this business is not a schoolroom which would explain this childish behavior. If this location is able to void the service contract I purchased then where and when is the refund I paid to purchase the original extended contract.

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

  Business response

  05/09/2022

  We have not voided your warranty, either the original or the extension.  It is still active through any other Lincoln / **** Dealership based upon the terms when purchased that we are not privy to as we are not the selling dealership.  We are simply choosing to no longer provide services to this customer.  The customer has called ******************** ***************** ********************, ***************** and other places multiple times on our Business.  Clearly we can't come to an agreement on satisfactory service moving forward and we believe it is best the customer uses any other **** / ******************** Dealership for their future services.  The customer was not abused, we ask that they shop and service elsewhere moving forward. At the time of the complaint, all Covid protocols were being followed.  No warranties were cancelled or voided, no refunds due.  We are not looking to continue to argue with this customer at every visit, it is best moving forward that they use another facility for their repairs as there are many other in Chicagoland for them.   

   

  *************************

  General Sales Manager

  Customer response

  05/11/2022

   
  Complaint: 17099935
  
  I am rejecting this response because:

  The **** LINCOLN Maintenance Plan contract (FPLP **** MNTC)reads you may go to any **** or Lincoln Franchised dealership in ***************** or ****** for covered services. Napleton Lincoln of Glenviews refusal action violates this condition of a binding agreement and constitutes a breach with the contract terms which also involve a cash payment by one party in payment for the contractual services. My ONLY request is to go to any dealership in *************. The monies paid for the contract need to be compensated for or the breach of contract resolved. Moreover, the incident of this complaint was entirely on the phone yet the response seems to indicate a personal presence. I was only seeking service department advice on a phone call and did not raise the issue of an appointment for auto service.

  I have been to the service department at Napleton a minimum of 6 previous visits with no incident. Yet when a face covering for covid component is raised, the fury of the manager was set in motion.
  Parenthetically, posted Covid mediations were completely wrong at the time of their described incident and the persons in the showroom were not even in compliance with those that were posted.

  
  The efforts of the BBB to assist in arriving at an arbitrated resolution do not seem to be on the agenda of the dealership. This ******** way of negotiation and resolve does not appear to be in the essence of the dealership. The dealership appears not to desire to conduct business but rather follows the adolescent bully path of revenge and punishment.
  

  Well, I guess the stereotype of the car salesman does have some organ in fact?
  
  Sincerely,
  
  ***************

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