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Our salesman John Losano lied about everything when making the sale. The sale was closed on the Touring Suspension at one touch that would make my broken hip ride easier. The Black Label technician that was to come to my home in 3 days to explain that and fix the broken interior lights, and set up my garage door opener never did show up even after six weeks of daily calls. When I brought the car in for repairs and to fix the lights, the suspension etc, John Losano told us that they were still researching on how to fix the lights. He stated that the Suspension could not be activated on my car and Sanderson would not honor the repairs to make it work. Lincoln Black Label later confirmed that Sanderson and Lincoln would not honor that unless we paid an additional $30,000.00 to fix it. On one trip into Sanderson, I was offered a "free" car wash. The wash took 1 1/2 hours of waiting in their awful waiting room. We checked on the car three times during that time to see what was taking so long. The car finally came back with water running off of it, covered in water spots, and fresh litter on the drivers side floor. The passenger seat had been moved and there was a piece of trim that had fallen off on the passenger side of the car. It looked like someone had taken the car on errands to pick up hyper active kids that abused the seat and trim. Later the abused seat had to be replaced. The first time we used the AC when temps hit 110 in Phoenix, it was broken. We took it in for another 5 days repair. The Black Label promises made were all broken regarding the pick up, delivery, courtesy car, etc. Every word that Sanderson told us about the car and its perks were lies. Now when the passenger door is closed, the trim sometimes falls off. Its an easy fix, but shows the poor quality of the car. The Sanderson salesman told us at closing that he would take us to dinner in about three days paid for by Lincoln. After six weeks of daily calls to find out about our dinner, we were offered a gift certificate at a local restaurant, but it was given with malice. Months later we were given lunch at a mall restaurant by Lincoln and were presented with a huge bill at the end of our luncheon. We did not order drinks, but did order key lime pie for dessert. The restaurant told us that Lincoln did not cover dessert and we had to pay $20.00 extra (more than the lunch was worth!) As a part of the Black Label experience, we filled out a questionnaire about our likes and hobbies. We were told that Lincoln would start sending us customized gifts starting within a week, beautifully wrapped and based on the theme of the interior of the Black Label Car we purchased. There were no gifts - all lies. We eventually got the interior lights fixed by watching a video on you tube. Sanderson had no clue on how to fix them. As a part of the sale, Lincoln agreed to include a ball hitch for the car - the salesman John Losano told us it didn't cost much and Lincoln would provide it for us if we bought the car that day. We did. He lied. After six weeks of asking daily about the ball hitch and being told daily that it was in the mail from Lincoln, John Losano finally told us that Lincoln would not honor that promise. We went out and bought the item for $20.00. After the purchase we were taken into a room and told that we needed to pay an additional $10,000.00 for a warranty on the $70,000.00 car or we would have to pay many times that amount in repairs. We were told that the MKX had problems with the computers, the window motors, the seat motors, the sun roof motor (that motor we were told cost more than the warranty) etc. That Sanderson employee was correct as nearly everything has failed on the car. The car we traded in on this car had over 160,000.00 miles on it. We are in our 70's and enjoy driving. Sometimes we just drive for the pleasure of being out and about and we take trips. We are afraid to drive this car as sometimes it starts and sometimes it doesn't. Twice the key fobs have failed and we were unable to start the car or even open the doors. There is no joy in driving this car. We do not use the power windows, the air conditioning, the sun roof, the navigation etc for fear of breakdowns that we will be liable for. We don't take our car to Lincoln for servicing because of the retaliation there for complaining about the Sanderson Lincoln agency. The owner of Sanderson Lincoln will not take our calls or respond to our emails. The person assigned to our case at Sanderson tells us that Sanderson Lincoln is not responsible for any of the lies the salesman told us and Lincoln Motor Cars Black Label Division has told us the same thing. As a note, when Black Label Division called Sanderson Lincoln about the problems, The sales manager told them that Sanderson had no record of our complaints and they thought we were happy with the car. Again all lies. The Black Label support desk tells me that they cannot help. Corporate Lincoln has not returned my call or acknowledged my emails for over 8 months. The Owner of Sanderson Lincoln does not return calls or acknowledge emails. Complaints online are acknowledged, but the reply is that Lincoln does not get involved with dealer disputes. We have been getting repairs at a non Lincoln repair facility. We are told by the Black Label desk that the only place we can get the advertised Black Label perks is at the dealership that abuses our car and us. It is the only place we can go in the state where we live. We are told that we would have to drive out of state in order to get the services that we paid for with the Black Label MKX (as if this car would survive an out of state trip!). We have owned the car for over nine months and have less than 3,000 miles on it. Sometimes it starts and sometimes it doesn't. We have to keep the windows down at all times because otherwise we can't get in the car (not good for security in a parking lot). We have stopped trying to get the back lift gate to open and no longer know what is back there. We had over 160,000 miles on our last car and enjoyed driving it every day. We are afraid to drive this car, always wondering what will fall of next.
Sun Lakes, AZ, US