AWFUL Customer Service From Used Car Manager
If I could give Lincoln of Troy Used Car Department 0 or negative stars, I would. The customer service was AWFUL. I REGRETTABLY purchased a '17 Nissan Rogue from them 5/3/21. I didn't have a problem with the salesperson. But, the Used Car Sales Manager Tom Schneider was a pain in the xxx, combative, arrogant and a genuine Grade-A xxxxxxx. The salesperson doesn't make decisions with vehicle price. That falls to the sales manager. Every customer should do their due diligence and negotiate the best terms. While working with Tom trying to get the price, he was condescending often with a raised voice saying, "I'm not lowering the price, TAKE IT OR LEAVE IT!" The listed price of the Rogue was $16,200 of which he lowered it to $14,700. I knew it was priced higher than other Rogue's on the internet (with similar mileage/equipment). But, because of the pandemic and my personal situation, I took the deal. Once I told them that I was financing the car elsewhere, Tom couldn't be bothered anymore. He didn't thank me for my business, congratulate me, or talk to me after the negotiations. I even tried to smooth things over by thanking him and he gave a simple nod without speaking as if he couldn't be bothered anymore while printing out window stickers for the other vehicles on the lot. I've purchased MANY cars and this was MY WORST EXPERIENCE EVER. I then sat for 2 hours while waiting for a Finance Manager with no other customers being served. It was as if I was being punished for being a "bad customer," not allowing full price, and not getting any aftermarket (GAP, Extended Warranty, etc.). It was also the first time I bought a car from a dealership without a full tank of gas in it. I drove away with a half-tank and did so because I didn't want to deal with Tom Schneider and the Lincoln of Troy Used Car Department. What made matters worse was that I purchased this vehicle on 5/13/21 with 74,073 miles on the vehicle. 14 days later on 5/17/21, I had to take it to Suburban Nissan of Troy down the street from Lincoln of Troy less than 400 miles later (74,433 miles) for braking noises and difficulty braking. Both the front brakes pads and rotors had to be replaced because they were worn down below safety specs and the rotors (according to the inspection report) was rusted and heat cracked. Additionally, The brake fluid was low and the automatic transmission fluid was low. The service advisor that I worked with told me that this car should not have passed inspection and even been placed on a lot until all of these issues were taken care of. And, he indicated that the vehicle would not have passed inspection at their shop. He buttoned it up by saying that 400 miles of driving would not have caused this much wear. It was sold to you like this. The service cost over $900 to complete. I called Lincoln of Troy and spoke to Tom again demanding they pay for the costs to cover the work that was done on a vehicle that should not have passed their inspection. Even though this car wasn't certified, this car was well below the state safety guidelines for being sold. Tom noted that his Service Department Director did the inspection himself and that everything checked out. He then victim-blamed me and said, "The car was good when you took it. I don't know what you did with it in that time." When I told him again (firmly but not yelling) that, "Lincoln of Troy was going to xxxxing pay for this," Tom began yelling and screaming over me, "YOU'RE NOT GOING TO TELL ME WHAT TO DO! SEE, I WAS GOING TO HELP YOU, BUT SINCE WE'RE ON A RECORDED LINE AND SINCE YOU HAVE A BAD ATTITUDE, YOU'RE ON YOUR OWN. AND, YOU CAME IN HERE FOUR TIMES TRYING TO STRONG ARM US FOR A DEAL. WE'RE NOT GOING TO BE CONTROLLED." After going back and forth and the both of us yelling over top of each other, for about 15 seconds, Tom hung up on me. TOM xxxxING HUNG UP ON ME! NEVER BUY FROM LINCOLN OF TROY AGAIN!
I traded in my 2015 MKC for a new Nautilus. Mark Nikprilaj did an excellent job from start to finish. I would highly recommend him and Lincoln of Troy for a new car experience
New Car Purchase
The entire staff went out of their way to make the purchasing process a delight. Special thanks to Bryan Bailey and Doug Stolz. Very smooth and efficient. Thank you
I have been meaning to write this for several weeks. I scheduled my car to be serviced. I couldn’t be the one to drop it off so i asked my wife to. She has medical conditions that prevent her from sitting for periods of time. Long story about surgeries and therapy. She told the person in charge of the receiving for the service department, but asking no special treatment only if it was possible to help her with the wait time. I wish I knew who to thank, but my wife said she was so helpful and worked with the service department to make her time there as short as possible. She saw and heard the person trying to help her the whole time checking status on the vehicle. I know they hated it in the back, but I thing the person saw the need to help someone. My car is working awesome, but I really didn’t care. What I heard about how she was treated really made want to write this letter. THANK you for helping her! Most places, regardless of industry, see her discomfort and we expect nothing. When kindness happens it really stands out. Thank you so much!
Run don't Walk from used car department
Bought a 2016 Navigator that Lincoln of Troy certified. Well their 200 point inspection failed to notice an after market side trim panel that wasn't the same color...not kidding. I contacted them about fixing it and their Used Car Sales Manager "Mark" stated that I'd had the SUV too long and they wouldn't do anything. I paid their asking price and then they won;t fix what they missed when certifying the SUV. JOKE
Went in to pick up our Lincoln MRC that had a shot transmission at just over 75000 miles. (Car on next rack in for same problem, same car.) Called in prior morning and told car would be ready. When arrived after waiting told battery was dead and needed to be charged and washed. Clearly not ready as promised. When they pulled it around passenger front tire was clearly wrong tire AND rim. Not a match to the other 3 new Michelins or even the wheel. Once caught, they acknowledged they saw that, but had said nothing. (Pehaps hoping we'd not notice on that side?) Took 45 minutes of insinuatitions of it coming in that way and searching before they found it. Then delay to mount it. Drove it around and a service light was on that was not on before, but again they said nothing. The service manager, Shawn McGoff, was nowhere to be found despite the wonderful front desk person trying multiple times to find him. Now another trip back. Avoid this place!
Lincoln of Troy is a class act. I have been dealing with Mark for 3 years and recently took delivery of a 2020 MKZ Reserve. Mark is friendly, professional, courteous and never displays the "high pressure" attitude you may find at other luxury car dealerships. He made the entire transaction seamless. I highly recommend Lincoln of Troy...a 5 star rating is truly not enough!
Mark Nikprelaj was very professional and made my old lease/new car lease exchange effortless. He was knowledgeable and efficient in helping me select my new car. The vehicle exchange was seamless and I was in and out in no time.
We had a great experience leasing a new vehicle (Lincoln MKC) from this dealership, with the salesman Mark Nikprelaj. The whole procedure took minimal time, Mark was courteous and answered all our questions in full, overall it was great. Would recommend this guy to anybody looking to buy or lease a Lincoln.
Very good experience.
Thanks to Mark Nikprelaj for making the experience of leasing a car simpler, easier and faster. He explained things to me clearly, was very courteous and prompt Highly recommended.