We had a warranty appointment to wait with our 13 month - MBrufke
We had a warranty appointment to wait with our 13 month old vehicle that only has 9000 miles on it, the morning of 9/19/25. They knew we had to wait as it is currently our only car, when they made the appointment they let us know it would likely take about 2.5 hours so my husband planned to work while he waited.
As soon as my husband arrived at 8am, they told him they didn’t have time today and they needed us to leave it for 48-72 hours before they could even try and diagnose the problem. We let them know that was not an option and our brakes had been having issues so it needed to be addressed during our scheduled appointment time. They automatically got on the defense drove it for 5 minutes and told my husband it was fine. My husband reiterated that both of us had experienced extreme vibrating when breaking and hissing noises for the last few days, based on Lincoln forums this means warped rotors or problems with the auto start-stop which we are discovering are known issue with our make and model. They refused to look at it further until I called their corporate office. After my husband had been there 6+ hours going back and forth between them and Lincoln corporate, they agreed to have their service manager drive it 30 miles home and back over night to recreate and diagnose the issue. With this we had to rent a car from them for the evening, which they said they would wave the fee for if they could recreate the issue.
We tracked our car and it did not move from their lot after my husband left around 3, in their rental. So not only did they lie to us they lied to their corporate advocate and are not doing anything to diagnose are brake problem which could be very dangerous.
At 8am on Saturday I arrived at the dealership, they claimed my car was not there and their service manager had it. I said that was a lie because I had been tracking it and saw it parked in their lot after hitting the panic button and sounding the alarm. The service person Eric who had been lying and rude to my husband the entire prior day then back pedaled and started making excuses he said there was nothing wrong with my car and they didn’t feel it needed to be diagnosed. He said if I was really convinced there was a problem to come back next week.
I am not sure what my next steps should be but I certainly do not want them touching my car again, we are working with Lincoln Corporate to file a formal complaint and to find another dealership to fix our car to ensure it is safe. We ensured we were not charged for their loaner and I left in my vehicle hoping it was safe enough to get me home.
I requested to speak to the service manager to discuss the experience or the GM but they refused to let us speak with either.
I would appreciate a follow up call from someone at the dealership to discuss.
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