Ted Britt Ford Lincoln - Service Center

I’ve had a very frustrating experience with the service department at Ted Britt Chantilly. First, it’s nearly impossible to get someone on the phone to schedule a service appointment — I called multiple ti department at Ted Britt Chantilly. First, it’s nearly impossible to get someone on the phone to schedule a service appointment — I called multiple times regarding a recall on my truck and never got through to anyone. After going through a car wash, I discovered water leaking through the speakers in the headliner due to the known recall issue. Since no one would answer the phone, I drove straight to the dealership. A service advisor explained that the repair involved a third-party glass company and would take 1–3 days. I was also informed that they do not provide loaners for recall repairs, so I had to rent a vehicle at my own expense. Two days later, I called to check the status and was told the parts had to be ordered, but the repair should be finished by the third day. On the third day, I was informed the parts wouldn’t arrive for another two weeks. Frustrated, I asked for my truck back since I had already spent $200 on a rental. I was told I’d be contacted once the parts arrived — that never happened. Four weeks later, I returned to the dealership myself and was told it would be another two weeks. While I was there, someone from the parts department actually showed up with the parts in hand, meaning they were already available. I asked about having the speakers tested or replaced since water had leaked through them, and was told that would require an additional 3 days and another water test. Again, I asked for a loaner and was told they’re first-come, first-served and not guaranteed — even though the truck already sat there for 3 days last time without any testing. Throughout this entire process, I’ve been misled and given conflicting information. The lack of communication, transparency, and basic customer service is unacceptable. Based on my experience, I cannot recommend the service department at Ted Britt Chantilly. More

My husband and I took our car in to be serviced on August 16th for a standard 120k mile service but also told Lindsey the service manager that the car wasn’t starting properly and that the remote start did n 16th for a standard 120k mile service but also told Lindsey the service manager that the car wasn’t starting properly and that the remote start did not work. They had the car for the day and said everything checked out ok and sent us home. The next morning found that the same issue with the car staring continued. I called on Monday and asked to have the car looked at again. I was told I by Anna that could drop it off, however, no loaner was available. I asked to please be contacted when a car became available as we couldn’t go without a vehicle. I then received a call and took our car back in on August 20th. We went 6 days and heard nothing. Then we get a call saying that Lindsey had called the wrong number even though she had called and texted both my husband and I prior to this. She told us she still wasn’t sure what the issue was but we’re going to charge the $210 diagnostic fee plus parts and labor to put a new battery in to see if this worked. However, as a Ted Britt 4 Life holder, batteries should be free. It is now August 28th and I have called and left voicemails for Lindsey as well as Michael the service manager and finally left a voicemail for the General Manager and still no call back. I don’t know what kind of service this is but it is absolutely unacceptable. What do I need to do to get my car back from you people? More

My 2019 Lincoln Navigator L experienced trans failure as I pulled into my driveway. I had my car towed to Ted B. Lincoln Chantilly for review/service. I informed them that I would like my car repaired und I pulled into my driveway. I had my car towed to Ted B. Lincoln Chantilly for review/service. I informed them that I would like my car repaired under the TB Engine/Powertrain for life warranty. My Service advisor/Brandyn proceeded to write up my service history and process my claim. Brandyn had provided me with a loaner and kept me informed along the way where we were in the approval process. The approval took a little time but once approved my transmission along with all the associated items that goes along with this task was replaced and covered 100%, My car is back on the road, drives like new. I cannot say enough about how satisfied we are with Teb Britt and their Service Department. Ted Britt has built a Flagship Dealership in Chantilly and I'm proud to be a new family member for life. My suggestion to people in the market for a Lincoln, make Ted Britt your first and last stop in your search. More

TED BRITT LINCOLN OF CHANTILLY review. ..Service Department is horrendous, don't waste your precious time and dollars. I purchased a brand new Aviator one year ago and have had the run arou ..Service Department is horrendous, don't waste your precious time and dollars. I purchased a brand new Aviator one year ago and have had the run around the past 11 months trying to get a couple anomalies fixed on my NEW car, but after waiting SEVEN months for a loaner, I was billed $200 for damage to the loaner's rim that I didn't do. The dealership has yet to show me proof the damage even exists prior to charging me for it and I have since disputed the claim and charge. Horrible way to treat a great customer after I patiently waited for them to get their act together to fix my new car!! Beware if you purchase a vehicle here, the service department will be the bane of your existence and not help at all to make your new purchase enjoyable whatsoever. I am extremely disappointed I didn't listen to my Navigator owning friends/neighbors who warned me in advanced to steer clear of Ted Britt Chantilly Lincoln! Another customer lost to horrible service and treatment. More

The worst car ownership experience. Defective part from factory, took over a month to fix, given a down-market loaner with 20k miles, had to fight with Lincoln for consideration. Now Defective part from factory, took over a month to fix, given a down-market loaner with 20k miles, had to fight with Lincoln for consideration. Now service dept won't acknowledge that I bought the full pre-paid service plan with upgrades. Nobody answers the phone, nor do they call back. EVER. More

Horrible service department. Stay clear of Angel, she is incompetent and the service technicians do horrible work. Didn't put my vehicle back together properly and lost bolts. Stay clear of Angel, she is incompetent and the service technicians do horrible work. Didn't put my vehicle back together properly and lost bolts. Question everything they want to do to your vehicle!! More

Update: I finally got my hitch cover that was caked with mud and bugs in November!! Seriously had to wait 5 months for a used, dirty hitch cover after I turned a complaint into the Better Business Bureau. A mud and bugs in November!! Seriously had to wait 5 months for a used, dirty hitch cover after I turned a complaint into the Better Business Bureau. And still no update on my latch for my rear passenger door that won’t open-going on 7 months!! I bought a 2020 Lincoln Aviator on 6/21/22 with an extended warranty. The car was missing the hitch cover and, as part of the deal, was told one would be mailed to me. Not even one week after I got the car home, it was discovered that the rear passenger door would not open (a major safety concern). I called my local Ford dealership, and they could see where this car was serviced multiple times for a door issue (nothing was mentioned about a door issue at the time of purchase). Ford suggested I contact Ted Britt since they had serviced it for this problem already. A loaner car was delivered to my home on 7/6. I was called the next day and was told parts for door and an alarm sensor were on back order. My car was returned on 7/11. Of the few times we were actually able to get ahold of someone, we got conflicting stories. Sometimes the parts were still on back order. Another time we were told the hitch cover was there but needed painted. My husband reached out again on 10/24 and the service manager told him the previous manager was no longer there, and he would check where the parts were and get back to him. My husband waited several days and had to reach out again to get a status update. The parts were supposed to be installed on 11/3, and they did not have a loaner car for me so I would need to travel to get car fixed. I had to call multiple times on 11/2 to see if parts had arrived. If I had not been diligent and called multiple times, I would have driven a round trip of 5 hours to NOT have my car fixed! I was also told by the scheduler that apparently my parts were in at one point but returned because no one bothered to inform me. Communication is awful with this dealership!!! More

If I could give zero stars I would. Their service department is rude, pushy and obnoxious. Their service department is rude, pushy and obnoxious. More

TL;DR: I paid $175 for an incorrect diagnosis that left me with an extra part I don't need, 3 wasted days, lots of frustration due to my car being messed with and returned with an airbag issue, and another me with an extra part I don't need, 3 wasted days, lots of frustration due to my car being messed with and returned with an airbag issue, and another shop cleaned up the mess + saved me over $400. Not even sure where to start. I'm just gonna pour out the series of events. I don't have to embellish anything, the story speaks for itself. Brought my car in to have a suspension noise diagnosed. Service advisor is cool, we have a laugh or two, he recommends a software update for the gear position sensor (manual car, this is key for later). Dropped it off late Sunday night for a Monday 8am appt. No idea when they finished it, but I called at 4:30pm and they said it was done. Got there around 5pm. I got my quote, $775, not including an alignment ($125?) to replace a control arm. Seems steep, and I wasn't anticipating it. Said I'd pay my diag fee and pick up the car, no hard feelings. I get there, pay my dues, and grab my key. I get in the car, and my shift knob, which they had no business touching (even for the software update) was turned almost a full quarter turn. I unscrew it and notice the nut that goes under the shift knob to lock/align it was missing. No big deal, I'm just confused, but whatever, it's $3, I'll just buy another one. I start the car and the airbag light is on.... I drive it to the front and grab my advisor, I ask him to bring my technician out to fix the light. I'm very mechanically inclined, and I had a pretty strong feeling what the issue is, it's just not my responsibility, I paid $175 for the service and it should be done right. I'm told that all the technicians have departed. Frankly, not my issue that the dealership has a staffing/scheduling problem, I don't need to be driving my 2019 vehicle with an airbag light on the dash that it didn't come in with. Long story short on the airbag light, I fixed it myself in the service drive. The technician must have knocked a connector loose when he was plugging in the computer to do the software update. All this was in addition to the interior of my car smelling like straight gasoline for the rest of the day. I'm not dumb or unreasonable, there are lots of automotive chemicals in a shop including gasoline, but this was excessive. I voice my displeasure with service leadership the next day and he's doing his best to be nice, but I'm not convinced. At this point, it's been 3 days and I don't *actually* know what the root issue was. They just told me it had a bad control arm but what about it was bad? Bad bushing? Cracked? Bad ball joint? I didn't get that answer for 3 days. The part number listed on the estimate confused 3 different Ford parts advisors because it wasn't correct. I called Ted Britt back to verify the correct part that needed replacement. They assured me they diagnosed it correctly. Also, to this day, the question of why they messed with my shifter is unanswered (I was essentially told I was lying about this, which is quite dim actually, because it's $3, there's no substantial gain to be had from this complaint, it just bothered me). My story of the airbag light was met with a shrug and generally ignored. I had an in-person talk with another member of service leadership who was pretty defensive and spent the entire time deflecting/dismissing. Prior to this, I was offered $30 off the labor cost of the job. I was being woefully overquoted (I got quoted 3 hours or something like that by Ted Britt Ford and a nearby high-quality indy shop quoted me 1 or 1.5 hours of labor). Due to this, I asked if I can have the $30 applied to the diagnostic cost because at this point I've had a pretty rough time with them. Not only did this member of service leadership refuse to apply the $30 to my diag charge, he basically told me to kick rocks and said he was doing nothing for me. Whatever, I left. Bought the part they said was bad, took it to the other shop, lo and behold, when they put the car on the lift, it wasn't the correct part. After all this headache, all this arrogance, all this mediocrity, they misdiagnosed the car. This was literally the worst thing I've ever spent $175 on. I threw money away with these guys' help. I saved $400+ on the repair taking it somewhere else. Seriously. Ted Britt quoted $775 + alignment, I paid $350 + alignment at other shop. More

We dropped our car off for an oil change and to have a rattle looked at. When making the appointment they guaranteed they could deliver the car back to us same day. They initially couldn’t find a rattle rattle looked at. When making the appointment they guaranteed they could deliver the car back to us same day. They initially couldn’t find a rattle and couldn’t deliver the car back to me today so asked to keep the car over night so they could do a cold start and would bring me the car the next day. I stressed that I needed an answer first thing in the morning since we needed the car that day and if needed we would pick up the car. My representative assured me he would have someone call me no later than 9 am. I have not received a call from them and it’s noon. I have called and they tell me my representative is working with another client and will call me back. To top it off each person I have spoke with on the phone must be annoyed themselves with their job because none of them were friendly. This is the second time we have had this run around with this dealership, and more than twice I’ve dealt with unhappy customer service reps. Unless you have to take your car into them I would find another dealership to work with. More