I purchased a brand new 2023 Lincoln Nautilus from Korum Lincoln in Puyallup, WA, and from day one,…read moreI noticed a shaking in the steering wheel. I brought this to the attention of the service department over 4-5 times, with each visit documented and supported by proof of conversations and service records.
Eventually, the dealership claimed to have fixed the issue -- but just two weeks later, it returned. I left a voicemail for the service manager -- no response. So I drove there myself, only to be met with a condescending and completely dismissive attitude. The manager suggested it might be due to my driving style or the roads I drive on, implying the problem wasn't real. I felt completely disrespected, talked down to, and not believed -- as if I were making the issue up.
When the problem persisted, I brought the car back in. On the second day of service, I received a phone call from the same service manager -- and I can honestly say it was the worst customer service experience I've ever had. I was in tears after the call, and my husband, who heard the conversation on speakerphone, was in shock. As a woman with an accent, I was made to feel small, judged, and completely disregarded. The manager's tone was sexist, demeaning, and unprofessional -- something I would never expect from any business, let alone a luxury car dealership.
The most unbelievable part? After all the denial, the same manager later confirmed he was able to duplicate the issue, and that the problem was caused by faulty rotors -- a critical safety component. So not only was I right all along, but I had been driving a brand-new vehicle with a serious mechanical issue for months while being talked down to, blamed, and dismissed.
I then escalated the issue by contacting Lincoln's corporate headquarters in Michigan. I spoke with Alisha (ext. 77938), a representative described as an "assignment expert." Unfortunately, this conversation was just as disheartening. I was treated with a complete lack of empathy or professionalism, and at one point she even stated that she was the last person I would speak to from Lincoln, implying there was no further escalation possible. That is simply unacceptable -- especially from a brand that claims to offer a premium ownership experience.
The only bright spot throughout this entire ordeal has been the kindness and professionalism shown by Trisha, Sean, and Jaelyn at the dealership. They deserve genuine thanks.
But overall, this experience has left me feeling frustrated, dismissed, and heartbroken. No customer -- especially one who spends their hard-earned money on a brand-new luxury vehicle -- should be made to feel like this. Lincoln needs to take a hard look at the way its customers are treated, both at the dealership and corporate level.