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| - June 2 we purchased an MKX from Fiesta Lincoln in Mesa, AZ, with Greg D. Delannoy. On June 3 I noticed the glove box was broken and took it to the service department. They said they needed to order a part and it wouldn't be in before Wednesday. I explained that the vehicle was being driven to Texas on Tuesday. The service department told me that because the vehicle was under warranty we could have it fixed at a Lincoln dealer in Dallas, with no problem. Before the vehicle left Arizona, on June 5 we called and spoke with the Greg to inquire on exchanging it for a different model. He told us that he had three available for us to come and look at, which we agreed on the following afternoon. Once we drove over to the dealership we were told they actually didn't have anything to look at, that it would be some days before the vehicles were certified. Greg would go to talk to his manager, Curtis Elder and come back to report to us, so we asked to speak with the manager. Mr. Edler, who was so eager to meet with us when they were trying to sale us a vehicle didn't bother to meet with us when we went back, even when Greg asked him to talk to us. On June 6, after noticing the locked lug nuts, we called and spoke with Greg to inquire on the wheel locks, as there was no key for them. We were told that they don't put locks on their vehicles. Well, they told us to also take care of that in Dallas. I have now taken it to David McDavid in Plano and am being told I must pay over a hundred dollars to have them cut off and replaced. The funny thing is that when I viewed the Carfax report it showed that they did put the wheel locks on the vehicle, which I was sure they did, as it was one of their loaner cars. I also showed them that the back of the rear passenger seat isn't affixed properly; the carpet flap was unattached exposing rust. David McDavid said they were unsure at that dealer what would be covered under warranty, the lug nuts definitely aren't covered, so we must pay for them to be cut off, which we did. The seat and broken glove box.
June 17 we received a survey to provide feedback about our purchase experience. I answered the survey. I received a follow-up email on July 3 asking how Fiesta Lincoln addressed the concerns. I had to respond to the survey and tell them that I had not heard from Fiesta Lincoln. I have never been as dissatisfied with a major purchase as I am with this one. Prior to this purchase I had high expectations of Lincoln. The subpar customer service we have been shown is disappointing. In fact, from what I can tell, Lincoln doesn't appreciate my business.
In August I did return to Fiesta to request to be reimbursed for the wheel lock cut off, as I had proof on the carfax report that Lincoln installed the wheel locks themselves. It took a few weeks but I eventually got the check. Outside of that, we never heard from them.
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