Ted Britt Ford Lincoln of Chantilly

The buying process for my new Aviator was pretty awesome. Then, I needed service. If I could give negative stars I would. Both times I scheduled service online and attempted to call, leave messages, chat, etc. To no avail. The service pickup guy (Simon) is wonderful, but they sent him without a loaner. Finally Brandon called and had the audacity to tell me I have to schedule a month ahead of time. I did, I actually scheduled the service a full month and a half ahead. So...maybe they should answer phones and/or return calls.

Super lowball offer on trade-in, get comparisons!! I got 3 other offers online that were 3-4k higher than what they offered. Do your homework or they will take advantage.

There service department is a shame if I’ve ever seen one. My car has been there 5 months that’s 6k in payments I’ve made with no answers no phone calls back I’ve even wrote an email to the owner of the company and nothing this place deserves all the bad karma coming there way. I’m not the only person there doing this to read the newest reviews they are also paying people to give reviews to cover the bad

I concur with what others have written in that Ted Britt’s service department is ineffective and non-responsive. I dropped my car off for service on a Tuesday to have Ted Britt diagnose a check engine light. On Friday I finally was able to track down someone (not like they would call me or return voicemail) to learn that the car wouldn’t be serviced till the following Monday. Come Tuesday afternoon I still had not heard from Ted Britt so I went to the dealership to se what was up. Suddenly the car was ready and so I drove it home. The next morning the engine light was back on. I called to see if I could bring it back and was told it would be “awhile” before they could get to it. And of course no loaner was available. I have never experienced such poor customer service from a dealership. Ted Britt Lincoln is awful; makes me not want to buy another Lincoln.

The fastest car buying experience i have ever had in my life. Everyone was amazing from our salesman Ryan Plumb, general manager and financing. It was 2 hours total from start to finish!! I would refer anyone to go there I had no complaints. Also I definitely will return when in car market.

I purchased a tire warranty for thousands of dollars only to be put through such difficulty in using it. It took them two hours to tell me they did not have my tires in stock.

Service date was chosen 3 weeks out from initial contact so we could receive a loaner vehicle. Drove 45 min to the dealership just to be told there was no loaner vehicle available. Eventually had someone bring a rental to us that was incredibly dirty on the inside and clearly had not been cleaned before being dropped off to us, and took our car back to the shop to be serviced. From there, the only communication/updates I received were ones where I had to reach out on my own volition. Entirely unacceptable.

I honestly don't know how a dealership can treat its customers this poorly. I will never again by a car by this particular dealership or any of the Ted Britt dealerships in the local NOVA area. My advice - go somewhere else if you are shopping for a new car.

Update: I finally got my hitch cover that was caked with mud and bugs in November!! Seriously had to wait 5 months for a used, dirty hitch cover after I turned a complaint into the Better Business Bureau. And still no update on my latch for my rear passenger door that won’t open-going on 7 months!! I bought a 2020 Lincoln Aviator on 6/21/22 with an extended warranty. The car was missing the hitch cover and, as part of the deal, was told one would be mailed to me. Not even one week after I got the car home, it was discovered that the rear passenger door would not open (a major safety concern). I called my local Ford dealership, and they could see where this car was serviced multiple times for a door issue (nothing was mentioned about a door issue at the time of purchase). Ford suggested I contact Ted Britt since they had serviced it for this problem already. A loaner car was delivered to my home on 7/6. I was called the next day and was told parts for door and an alarm sensor were on back order. My car was returned on 7/11. Of the few times we were actually able to get ahold of someone, we got conflicting stories. Sometimes the parts were still on back order. Another time we were told the hitch cover was there but needed painted. My husband reached out again on 10/24 and the service manager told him the previous manager was no longer there, and he would check where the parts were and get back to him. My husband waited several days and had to reach out again to get a status update. The parts were supposed to be installed on 11/3, and they did not have a loaner car for me so I would need to travel to get car fixed. I had to call multiple times on 11/2 to see if parts had arrived. If I had not been diligent and called multiple times, I would have driven a round trip of 5 hours to NOT have my car fixed! I was also told by the scheduler that apparently my parts were in at one point but returned because no one bothered to inform me. Communication is awful with this dealership!!!

Update: I finally got my hitch cover that was caked with mud and bugs in November!! Seriously had to wait 5 months for a used, dirty hitch cover after I turned a complaint into the Better Business Bureau. And still no update on my latch for my rear passenger door that won’t open-going on 7 months!! I bought a 2020 Lincoln Aviator on 6/21/22 with an extended warranty. The car was missing the hitch cover and, as part of the deal, was told one would be mailed to me. Not even one week after I got the car home, it was discovered that the rear passenger door would not open (a major safety concern). I called my local Ford dealership, and they could see where this car was serviced multiple times for a door issue (nothing was mentioned about a door issue at the time of purchase). Ford suggested I contact Ted Britt since they had serviced it for this problem already. A loaner car was delivered to my home on 7/6. I was called the next day and was told parts for door and an alarm sensor were on back order. My car was returned on 7/11. Of the few times we were actually able to get ahold of someone, we got conflicting stories. Sometimes the parts were still on back order. Another time we were told the hitch cover was there but needed painted. My husband reached out again on 10/24 and the service manager told him the previous manager was no longer there, and he would check where the parts were and get back to him. My husband waited several days and had to reach out again to get a status update. The parts were supposed to be installed on 11/3, and they did not have a loaner car for me so I would need to travel to get car fixed. I had to call multiple times on 11/2 to see if parts had arrived. If I had not been diligent and called multiple times, I would have driven a round trip of 5 hours to NOT have my car fixed! I was also told by the scheduler that apparently my parts were in at one point but returned because no one bothered to inform me. Communication is awful with this dealership!!!