I'd like to start with a preface of saying, the 2013 Lincoln MKZ I purchased ($13,500) last week, is a great vehicle so far. I had my own financing, and my deal was done technically the 2nd day I stopped in. My issue, and what's most important to me, is the very unprofessional customer service I received during and post vehicle purchase. The customer service I received 1st from my sales rep Muhammed, was and is completely subpar! Muhammed has NO clue of what it takes to be a great salesman. He focuses too much on sales pitches, like he's new at this. the worst thing about it for me, is that I hadn't talked to him since the 1st day there, yet everyone keeps sending me to him as my sales rep, but he never has a CLUE in regards to the vehicle. The sales managers Chris and David haven't been much better. I had to ask to speak to the managers on several occasions to get things moving, but I have been handled like I'm being a problem to them for wanting the customer service I feel I deserve after spending $13,500. I haven't received a call, email, post card, or anything from this dealership thanking me for my business at all. I have purchased 2 other vehicles in the last 2 months, from other dealerships. I buy vehicles for my business, which is a rental car service, and still today I receive follow up emails and calls checking to see how I like or am enjoying the vehicles. Last but not least, part of my purchase agreement, was to have my front end repainted to get rid of rock scratch marks from the front end. they said my car would be ready in 1 day. That didn't completely happen. I ride past the dealership EVERY morning to go to work. The 3rd day after I dropped of my car, I rode past and saw my car sitting in front of the dealership, that was at 9am. I waited 3 hours to see if anyone was going to call me and tell me that my car was ready. Needless to say, by 12:30pm no one had called, leading me to call them. NOTE, no one ever really calls back like they say they would. So I called and asked to speak to Muhammed, and of course, he stated, he didn't know that my car was out there. He stated no manager told him that my car was there. Again, he's SUPPOSE to be the person in charge of my purchase. Now I'm waiting on the manager David, to return my call. Dealerships build their business mainly off of customer service and retention. Because I buy vehicles on a regular, you would think I'd get better service, not just because of the money I spent, but because they'd want me to return and purchase again. I promise and I vow not to EVER patronize this dealership again!!!
Maurice Dixon
May 20, 2021