Joe Rizza Ford Lincoln

Things about Joe Rizza Lincoln buying experience • Every email I had sent whether it had sent it from my home computer or my office computer I added either my home or office email address so that I w • Every email I had sent whether it had sent it from my home computer or my office computer I added either my home or office email address so that I would be able to see the response quicker. I asked that they respond to all. None of my responses were responded to all. I even added Nora Rizza as a copy holder to see if that would trigger a response to all but it did not work. I wanted to keep a complete email list of all email exchanges in case I made a final deal, which I did • Never got any response from Nora Rizza directly. She had apparently on one occasion instructed her Internet department to answer me, but nothing ever came back from her. • My main discussions with Joe Rizza Lincoln started with the Lincoln build site and then I choose 3 dealers to send my build details to. All of the dealerships responded quickly through their internet departments. I preferred dealing with the internet department even though they had a problem in NOT RESPONDING to ALL on the exchanges. But then I was handed off to a Salesman once I went in for a test drive. This salesman was not the most knowledgeable person when it came to the car. E.G question does the 2016 MKX have daytime running lights, answer NO, but he must have read a little more, because a few months later he had learned how to set the Daytime running lights. I had asked him some other questions about the car and the MKT, on one visit and he left me to apparently get some answers and never returned. I eventually start final talks with the internet department again, but after I purchased the car was given back to the Salesman, that I was not to happy with • All of the dealerships came back with quotes on the new car and were all within $1k of each other on the cost of the new car. The quotes on my trade-in were also close as I keep my cars in very good condition and follow used car values when I am about to trade in and expect the trade in value to be towards the higher end of the blue book values that are posted. • Since I ordered a specific vehicle that had to be built, I pushed Joe Rizza for updates on the vehicle status. I was informed by Bruno the Sales manage that I would probably get the cars VIN number in about 4 weeks and that happened as I requested the VIN number through Joe Rizza’s internet department and got it shortly after. Then I waited and finally got a build date about 2 weeks later. Then I was given the Railcar that the container travelled from Canada to Chicago and confirmed with my contact at the CN RR the car arrived in Chicago on 12/16/2015. After repeated emails from me, I was told that the dealership has no control over the delivery of the vehicle. I am sure there is a process that can be gone through to expidite the delivery of a vehicle especially after knowing the vehicle is only a few miles away from the dealership. The car finally arrived at the dealership on 1/4/2016. During this timeframe I use the Lincoln concierge online service which was also disappointing. I had tried to traced the status of the vehicle once I had the VIN number and once I had the build date, but the Concierge Manager tried to push me off to the dealership, which was why I used the Concierge service. The Concierge Managers responses back to me made me feel like I was bothering him and that I should ask these questions of my dealer. • This is related to the above but also shows me that this dealership does not go the extra mile for their customers. Early on the afternoon on 1/4/2016 I get a call from the Joe Rizza salesman stating my car has arrived and is available for delivery. I explained to the salesman I would probably come by the next day to take delivery so that I can bring my wife with me and it was on a bit of short notice. The salesman then started pushing me to come in that night. I explained that Tuesday was the best I thought I could do, but I would try and get with my wife. Who also works, and see if we could arrange something. Please note that I have about a 20 mile drive from my work to my home and then to go back to the dealership is another 24 miles. The salesman gave me his cell number and insisted that I call him back if we would try and make it back that night to pick up the car. He stated he had a Quota to fill and if I could make it in that night that would help. Luckily my wife got off a little early and I left the office a little early to pick her up to go to the dealership. On my way home I called the salesman cell phone 2 times and he never answered. I then called the dealership and asked for the salesman and they transferred me to his cell and that did not get answered, so I called the dealership back and asked if they could page the salesman which they did and I informed him we would be at the dealership later that evening. Why give me your cell phone number if you are not going to answer it?? • I financed the new MKX through Ford the evening of 1/4/2016 and later find out that on 1/5/2016 Ford reduced the Financing rates by one full percentage point. So on 1/12/2016 the day I find out about the new financing rate I email the Finance manager to find out if I can get the better rate. Answer No. Also the Finance manager did not respond to all on the email exchange. So I now think the push by the salesman to get in on that Monday evening was so that I would have to pay the higher financing rates. I would assume the Finance manage would know that the next morning the APR was going under 1%, but did not have the courtesy to offer that up to my wife and I. • Also during the process of completing the financing paperwork, the Manages phone goes off 3 times and he apologies each time, but does not shut the phone off and finally answers it on the 4th attempt from his daughter. I wonder if he leaves his cell phone on when he goes to the movies. Not very customer focused. • The car itself is all that I expected it to be. I have no complaints with the car itself as of one week of ownership. All in all I was not impressed with the Joe Rizza purchasing experience. The Internet department was great to deal with, but they must fix the problem of not replying “to all” on email exchanges. I did not like the hand of to the salesperson. Regarding the Financing I am thinking of writing to the BBB and report the fact that I was pressured to come in to pick up the car and sign the financing papers literally hours before the new lower financing rate would be offered by Ford. (Albeit I really would have loved to have had the car delivered to me in December in which case this issue would be moot, but even after all my pushing to get the car early they call the day before the financing rates go down). My wife and I would have appreciated that the customer service manager would have stepped in during the above 2 month process, but I guess my purchase did not make the grade. On Monday night various Joe Rizza staff stressed that once the Lincoln survey reaches my home email that I must give all the highest marks across the board for Joe Rizza to get credit. When I asked the Finance manager about the financing rate reduction he simply responded that he could not give me the lower finance rate as the deal was completed, even though I am still over a month away from my first payment. That response was the final straw so I advised him the survey results would not be the highest across the board and that he should advise his General Manager of this. I would recommend that if you are in the Market for a New Lincoln, to avoid purchasing form this dealership. This is the second new brand new Lincoln I have purchased and this last experience was nowhere near the great experience I had when I purchased my first New Navigator. Joe Rizza’s Internet department is good for price and information research, but find some other dealer to make the final purchase. Lincoln itself needs to re-evaluate its online concierge service. As stated above the responses I got from the manager who responded to my on line chat made me feel like I was putting him out and that I should only work with the dealer (dealer claimed the delivery process was totally out of their hands) Hot potatoes. There were other customers filling out paperwork the night of 1/4/2016, I wonder if they also got screwed out of a 1% APR financing reduction? More