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July 2023 by Susan D.
I recently leased a new Lincoln corsair Upon ordering, my sales person did not know how much the payment would be. I should have stopped right then, but I've always trusted Lincoln and over the years have used my husband's employee discount to purchase about 50 cars for ourselves, friends and family. When my car finally came in,it was $125 more than my last payment for the exact same car. I was disappointing but I accepted it -then the snowball startEd. In the past whenever I have purchased extra miles on a lease, if those miles were not used, I was reimbursed money for those miles. Upon turning my car in I found out that was not true. This time I was 10,000 miles under what I had paid for. My sales person delivered my new car and picked up my terminating leased one. I signed all the paperwork that she asked me to. Two weeks later, I got a threatening letter from Lincoln automotive - that I had not filed the odometer disclosure statement. How would I have known to do that? That's the dealership's responsibility. and the final straw was I just received a letter stating that I owe $435 because of the scratches on my car. My signature line was not signed but instead it said " lessee not present." Of course I was present -I was trading in my car and getting a new one. How do I know if those scratches happened after I turned in the car- I have never been treated so poorly!!! $60,000 for a car and I feel like I'm dealing with some shady used car salesman instead of Lincoln automotive!!! So much for Lincoln appreciating a loyal customer!
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May 2021 by Tom N.
Ford Motor Co FINALLY recalled my 2008 Mercury for an ABS problem that they have been tracking since at least 2016. So once again I called my neighborhood Lincoln dealer, Bob Maxey. Two miles from home. The second time my brakes went out in February of 2017 I took it to them and they repaired it for $1199.67. I complained that the Federal government was investigating this exact problem but I had to pay the bill. So I called Maxey on April 16 to schedule the repair. They said they did not have the right equipment. Remember, they had already done the repair once in 2017. So for the second time I could not get Maxey to do a recall repair (airbag) and turned to Crest Ford in Centerline. Crest scheduled the repair for April 20 and I received a text confirmation before hanging up the phone. Todd Cheatham was my service guy. He had the work done in less than 24 hours, took my receipt from 2017 and said he would submit it for refund, and told me he would call if it looked like it would be longer than three weeks. I got the check today, 18 days later. Thanks Crest Ford and Todd Cheatham. Todd said there is a second airbag recall in process. Wonder where I will go.
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February 2021 by Angelica M.
On June 21st 2020 my car starting making a noise and I couldn't drive it. I had it towed to Bob Maxey (Mack). The technicians said they didn't see any problems, they were test driving my car daily and it was running fine. I believe it was July 2nd they finally had a loaner for me but the Technicians still couldn't tell me what was wrong with my car. July 7th (2weeks later) the technicians still couldn't tell me what was wrong with my car. July 13th I turned in the loaner. July 15th my car shut off again. I took it to Bob Maxey they told me they found the problem this time. A few days later I seen a "wrench" and it said fuel economy and I believe it was having problems running as well. Had it towed back to Bob Maxey this time it was a bad battery. November 24th another issue with my car. December 8th my engine coolant light came on Bob Maxey told me it wasn't an issue I had fluids. December 21st engine light came on once again I'm back at Bob Maxey. They told me the issue. After that I became frustrated and felt like they were taking advantage of me. I paid them and took my car somewhere else. I'm a female who doesn't have a clue about cars. I needed clarity and answers. I called several times to speak with Phil the service manager no answer I even emailed him no response. On January 14th I spoke with Sherry Maxey who basically told me my car is 7 years old it will have problems. She said she would get with Phil and give me a call back but I received nothing. We're they really fixing the problem? How do I know if the correct thing was fixed? I have so many questions.
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March 2020 by Rick S.
Shopped used cars there (Ford C-Max Hybrids) because they had 3 of them and had good prices. They were very helpful by getting all 3 cars (from their other lots) in one place so we could test drive them. Our salesperson, Shanta McCool, was great. Answered our questions, was patient and we felt we got a great deal on a good car. She did what she said she was going to do, was honest and upfront and a nice person to deal with. Very customer focussed. We'd go back there again if we were looking for another car. They were 50 miles from our house (Ann Arbor) but it was more than worth the drive.
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September 2019 by Bailey P.
TREAT THEIR FEMALE EMPLOYEES HORRIBLY!! Today we saw a GMC Terrain online we were instantly interested and drove down to see, test drive and purchase. Our saleswoman Shanta McCool was amazing, helpful, resourceful and extremely pleasant to work with. Everything was good to go paperwork was sent over to the Credit Union (Loan was approved Monday) and we were literally JUST waiting for the callback. It was lunchtime so we went to a local restaurant and Shanta I am assuming did the same. On the way out Shanta let the other salesmen (MEN) know that there was a pending sale and not to allow any other people to test drive the car. An hr later when we returned we were SHOCKED and incredibly upset to learn that when we were gone and Shanta was on her lunch break another salesman showed another person the car and they were writing up the DEAL..... TERRAIN HAS BEEN SOLD!!! Not only were we upset about this but to do that to your employee?! I wanted to speak to the Manager and oh boy what a gem. Mr. Marty Rutkowski is he a sexist? Or is he racist? Immediately he says that Shanta didn't "follow the rules" and tells us we needed to secure the sale with a deposit BEFORE even asking me if Shanta mentioned a deposit. WHICH LET ME CLARIFY SHE MOST CERTAINLY DID FOLLOW THE RULES!!! I told Mr. Marty Rutkowski that we will have the Credit Union send over everything RIGHT away and he tells me "Nope he's not doing that to those people they drove 100 miles for that vehicle and the other salesman sold it." Shanta sold it FIRST and they took it away from her. BAD BAD BUSINESS!!! We will find another vehicle BUT that woman doesn't deserve to be treated that way! She is amazing and anyone looking to purchase a vehicle on the used lot should give her a call or request doing business with her! I am not one to write reviews but this I had to!
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July 2019 by Christina J.
Worse customer service ever. Shanta M. will lie to your face and say whatever she needs to just to get you to buy a car. When you try to follow up on the agreements she made, she won't answer her phone or return your call, even when you have it in text that she is going to contact you. Took two weeks even get a hold of anyone to discuss this and that was only because we called the dealership to speak to the manager. His reply? Pretty much sorry, she shouldn't have made those agreements and we are not going to honor our promises. Find a dealership with integrity and ethics because this place doesn't seem to have either.
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July 2019 by January A.
Rude, lying, disrespectful and no integrity are the words that come to mind at this place. My family said they do a good job, so being an out of towner who needed an oil change, I trusted them. They were stunned at how rudely I was treated. They didn't have an oil filter for my vehicle, so they would get one but it would take 90 minutes to get one. Ok, I can accept that. However, 3.5-4.0 hours later, my vehicle was completed with a suggestion I needed new brakes...no thank you! I was told it came with a free car wash, not for me, I had a roof top carrier, so no car wash...and no reduction in the $83 oil change & service. What's most infuriating is when I returned to my vehicle to drive away, my entertainment system had been used as the Aux still displayed on the screen and the volume was off. There is no volume on, when the car is turned off and on, so no one turned it down because it was loud or distracting. In the year I've owned the car, I've never used the Aux button, so no reason it should have showed initially when my car turned on! Then my phone disappeared as accessible on my screen and it wouldn't charge! When I went into speak with someone, the guy treated me as if I didn't know what I was talking about. I asked to speak with his manager, Phil, who was even more rude, which I didn't think was possible. Blamed me as not being knowledgeable about my own vehicle, said no one would have touched the system, and said if it doesn't work it's not their fault. I told him how rude he was! He went inside got the service tech who said he didn't touch anything. When the service tech came out, he said he did reset the system! I told Phil I wanted to speak with his supervisor, he said he was the supervisor and there's no one for me to speak with. I proceeded into the dealership and spoke to Tracey, the one person who was helpful and she contacted Bob Maxey. Bob showed up and I realized why Phil gets to act like a douchebag! Bob talked down to me initially and said much the same things Phil did. My Uncle was with me and stepped in to tell Bob what he witnessed, how Phil lied, and how rude Phil was. My Uncle will not be returning to do business here! He felt incredibly bad, for my experience at Bob Maxey. The only consolation, I was given my money back! Don't walk, but run away from this place!
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December 2018 by James P.
Excellent dealership, nice location and friendly people to do business with. I leased my 2018 MKZ from Bob Maxey Lincoln and I couldn't be happier. The sales manager did everything he could to make my lease an enjoyable experience
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July 2018 by Just S.
My family has been patronizing Bob Maxey for many many years! So when I started buying my vehicles I also decided to follow my family's lead and go to Bob Maxey. Now Bob Maxey is 29 miles away from my home where as Hines Lincoln is 8 miles away from me. I choose to inconvenience myself because of the loyalty my family has to Bob Maxey. However not anymore I will take convenience over lack of customer service and not feeling valued as once before. I recently purchased a vehicle in January of this year. Bob Maxey has always been known for their great level of customer service. I no longer feel that way. My last 2 visit have made me realize I will no longer inconvenience myself. I guess as the world changes the level of customer service at Bob Maxey has too. I strongly recommend if you need service of any type of work to not waste your time and go! They don't appreciate or value their customers as they once did.
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July 2018 by Joe G.
I just leased a Lincoln Mkz at the best price. Laura Szczerbinski took awesome care of me. I have leased cars before and I have to say this was by far the smoothest transaction. Laura responds instantly to any question you may have and genuinely cares about her clients. I am super excited about my car; along with the excellent service at Bob Maxey. They truly do take impeccable care of you. Laura treats you as a friend and will help you with anything that you need. I cannot thank Laura enough! If anyone wants to buy or lease a vehicle go to Laura!
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April 2018 by Patricia D.
Service was painfully slow. I should have called first but never thought an oil change would take forever. When I asked how much longer, the service guy (Shawn?) was kind of rude. In future, I will not pay $60 and wait two hours. Will not be back here.
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October 2017 by Dustin G.
I just had the worst experience that I believe I have ever possibly had at a car dealership. Marty who is the manager treated me as if I was a bum off of the street. Mark who was my sales person and busy with a client was unable to help me. I am ready to buy a car right now and will not be buying from this dealership. I will say if you do happen to go to this dealership please go see Mark. I do not recommend going to unless your white or know somebody that works there.
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June 2017 by Chloe S.
Let me premise this review by saying that I have a 2008 Jeep Compass with an interior that looks straight out of an episode of Hoarders: Buried Alive. I do not have a high end Lincoln, & sometimes my car doesn't even start unless it's in neutral. Regardless, the whole staff treated this pauper like a princess. From start to finish, everyone I interacted with was an absolute gem, worthy of Queen Elizabeth's crown. I came in at 550 on a Friday when it closed at 6, & the staff still helped me. They even presented me with a coupon that gave me a discount! In the waiting area, I ate my weight in fruit snacks & no one looked down upon me. When I was checking out, I realized I lost the keys I had detached from my ignition key, & everyone rushed to aid me in their recovery. (They were on top of my car...I am an idiot.) Bob Maxey Lincoln is the best dealership service station I have ever encountered. I will continue to take my 08 Jeep there..& someday, maybe if I hit it big, a Lincoln.
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January 2017 by Thomas M.
UPDATE: Bob Maxey called me today and resolved the issue with class and genuine concern about the service provided at his dealership. The challenges I had with my experience were made whole in a single heart to heart discussion with Mr. Maxey. It was apparent his position on customer service is closely aligned with the level of customer service I would expect to give as well as receive in personal as well as professional dealings. I appreciate his earnest and expeditious handling of this matter. Thank you Mr. #BobMaxey. Please forgive any grammatical errors as I am posting from my phone in the parking lot. I took my Lincoln MKS to the Lincoln dealer I bought it from to have the battery replaced and an oil change. Price was competitive and came with a good warranty. During the oil change the tire rotation uncovered my breaks were due for a change. Not bad just recommended. Ok. New pads and a rotor resurface. Mind you I had ZERO brake issues. They pull the calipers off to change the brakes and the calipers collapse "a known issue with this model"per the service tech. Now they want me to pay for the calipers that they caused to fail in their removal. Is this a common practice. If you call me in to install a new lamp ant I break the base during the install I get to charge you for my incompetence?!? Upon arrival I was told I would have to speak with the service manager Phil Zang. My service rep promptly took me over to Phil's office and told Phil I need to speak with him. Without even so much as turning in facing me he said I got work to do I have to finish this up. Have him wait in the lounge. He couldn't take 30 seconds to turn around say I'll be right with you sir I understand your concern? No big deal. Once Phil makes his way to the lounge I ask him if he would like to discuss this in his office. A shrug of his shoulders and a "sure" tumbles out of his mouth. I sit down and proceed to outline my challenge to the additional charges for a caliper that was working when I arrived but during its removal was no longer functioning. He cuts me off 3/4 of the way and says I know the story. Ok. His argument was this " I didn't break it, why should I pay for it" As I stated "it was working when I brought it here for an oil change and a battery. Then you took it off my car and it no longer worked. I didn't break it so why am I paying for it?" He repeatedly said. " how do I know if someone else didn't work on it, it may have already been damaged. This is based on trust. I didn't break it". Again no sign of brake problems prior to arrival. He does a $200 rear pads and rotor job and I come out owing the deductible on my warranty of an extra $100 because the caliper broke when it was in your technicians hands. You broke it I buy it at Bob Maxey. I purchased this car certified pre owned from this dealership believing they would stand by the product and their reputation. He could have given me two free oil changes at $45 a pop and called it a even.
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December 2016 by Leah H.
Great experience. I was impressed by their professionalism and they explained what my car needed and very quickly corrected the problem.
