Reviews

Review Details

• Review fromLucille F

  Date: 10/17/2024

  I previously purchased a Pre-Owned 2018 Lincoln MKZ with approximately 39K miles upon purchase from West Point Lincoln. The sales lady Elizabeth was very persistent in getting me and my father to come and look at the car and heavily convinced my father to lean in her favor. On October 2nd my Lincoln app sends a message to my phone stating that my vehicle misfired. I immediately turned my hazard lights on and went to the ****** Ford Lincoln in Spring, Texas hoping that this would be something simple and nothing major being that there was only 46K miles on the car. I recently had my oil changed and car serviced on July 26th at ****** Lincoln. My father reached out to someone in service at ****** Lincoln in Spring so that I would be allowed time to get to their location safe and sound. 2 days later the Service Specialist who looking at the mileage and service records as well as that I am paying a car note on the vehicle. He stated, "Well Ms. Farley, I hate to tell you this, but your car needs a new Engine" I He advised me that I needed to reach out to West Point Lincoln and get service records on the vehicle as well as whether they could advise why the previous owner got rid of the vehicle with such low mileage. He told my father that this is a common issue with this year/make & model but was in mere shock that yet another instance was reported and no recall still hasn't been issued. He also informed us that this dealership has been reported to BBB. I now have to pay 9K for a new engine. We only bought the car due to the low mileage. I need Lincoln and West Point Lincoln of Sugar Land to explain to me why they didn't return my call, second when I call and asked to speak with them they asks what's going on and I explain, they then ask if they could put me on a brief hold and then hang up. No one has reached out to even address our concerns and it's getting very frustrating. Also the I reached out to the saleswoman and she is no longer working at West Point Lincoln.

  West Point Lincoln

  Date: 10/31/2024

  At the time of the purchase, the client was offered and turned down any extended warranties.
  When she took the vehicle to her local Lincoln dealer she was given bad information. Had she contacted us at the time, our service manager could have approached Lincoln to see if they would have assisted if not covered the cost for this repair as the vehicle was only out of warranty by 45 days. Once our service manager was made aware of this issue, he contacted the Lincoln to see if there may be any type of help with this issue. Once he hears back from Lincoln and we can determine exactly how we can help, our service manager will contact the client.

• Review fromHoward F

  Date: 10/02/2023

  Extremely poor customer service from ******* ********** ********* ******** and West Point Lincoln. Dealership and lender failed to properly communicate.
  We leased and paid up front for a Navigator. When we returned it, nobody at West Point Lincoln said anything.
  Eight months later, I receive a letter from a collection agency indicating I owed Ford $395.
  We moved since leasing the Navigator. I had mail forwarding in place and had a renter, I sold my business and purchased a Ford Bronco. I did have a different phone number since that was part of the company sale.
  I searched my email, and I found one item in my spam folder automatically placed there because it appeared as a phishing scam.
  I opened the email with the Ford logo on it indicating there was a message for me in my Ford account and I needed to sign in to read it. Clearly this was spam/a scam because I never registered for a Ford portal account.
  After further investigation, it was determined the debt was actually for Lincoln.
  I reached out to the dealership attempting to learn why I was not charged at that time. I learned the dealership had since been sold, and nobody was willing to help me because that was previous ownership.
  I reached out to ******* ********** ********* ******** to resolve the issue. They would not accept payment because they had already turned it over to collections. So, I immediately paid the collection agency and provided proof.
  Lincoln communicated it had exhausted its resources in attempting to contact me regarding the debt, and there was nothing more they would do.
  Exhausted its resources attempting to contact me? One email -- and not even from Lincoln but from Ford? Since I just bought a Bronco, Ford had my updated email, phone number and address, and Ford owns Lincoln -- so my information was accessible in their database.
  Years of work to build up my credit score only to have it destroyed for $395 I would have happily paid at the time I turned in the vehicle.

  West Point Lincoln

  Date: 10/06/2023

  In response to both of these reviews; ID 226596 & 226422, who were posted by the same person, Mr. Houman *******, our response is as follows.
  At the time that Mr. ******* leased and signed all documents for his Navigator, all fees and costs were reviewed with him, including the $395 disposition fee at the end of the lease. When Mr. ******* returned the lease on November 19, 2022, he signed and was given a copy of the Vehicle Return Notification which states that he owed the $395 Disposition Fee and that we did not collect the funds and was told that Lincoln Finance would be billing him for such fees.
  The leasing company, Lincoln Automotive Financial Services (********* Finance) unsuccessfully attempted to notify Mr. ******* to collect the funds owed. Apparently the email from ********* Finance ended up in his spam folder, which he later found. Sometime in August of 2023 Mr. ******* came to the dealership to make us aware that Lincoln had finally reached him and he paid the amount due. However he was upset because it was reported on his credit report. The dealership made Mr. ******* aware of the amount due on both occasions, when he leased the vehicle and when he returned it. Since we, the dealership were not involved in the collection process, we were totally unaware of Mr. *******’s situation.
  Upon receiving this notice, on the behalf of Mr. *******, we contacted our ********* Credit representative and made him aware of the situation. ********* Credit have opened an investigation into this issue and are attempting to find a resolution for Mr. *******.