Beware Lincoln Concierge Tow Service

[MrRobusto]

Attached are some pictures of the damage the Lincoln Concierge Tower did to my brand new Aviator .This happened when I made the mistake of calling Lincoln Concierge when my engine wouldn’t start due to an electrical problem while I was on vacation in New Jersey 1000 miles from my Florida home .
Can you believe Lincoln Concierge stuck me with the bill as well . I called them with the problem and they set up the tow with their on call wrecker .
I really expected more from Ford/Lincoln .They told me to file a claim with my Auto Insurance policy which has a $ 500 deductible and wouldn’t even cover that .
I have all the emails and correspondence from Lincoln Concierge text messages ect so they can’t deny that this happened . Danielle Silfort was the service manager who denied my claim if you deal with her take notes and everything she says . Will be glad to go into detail about how this came down just message me .
Case # 37760594

 

[tgara]

When you say Tower, you mean tow truck or Wrecker, right? Not tower like a sky scraper?

 

[MrRobusto]

When you say Tower, you mean tow truck or Wrecker, right? Not tower like a sky scraper?

 

[MrRobusto]

Yes

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[Action]

I had the same thought as above. How tall is that tower?

If I understand this correctly, the vehicle would not start.
You called Lincoln Concierge and they arranged to have the vehicle towed to a shop.
The tow truck came and when operator of the truck was done with your vehicle, the damage as shown in the pictures was created.
It appears the door got opened too far or the door to fender clearance was too tight when the door was opened. May have been opened when the vehicle was lifted.

In any event the company that owns the truck and employs the driver/operator of the truck is liable. Lincoln does not own tow trucks nor the company that owns the truck. Lincoln just contracts with that company. (well at least beck then. May be not now) Your insurance company will pay for the repair and seek damages IF the tow company does not pay. And more likely the insurance company of the tow company will be paying for all of the repairs.

Lincoln Concierge isn't really involved unless Lincoln Motor Co owns the truck, The tow company or employs the driver. Pretty sure none of the is true.

Action

 

[tgara]

I’d make a claim on the tow company’s insurance since they, not Lincoln, are at fault for the damage. Or you can just sue them.

 

[MrRobusto]

The tow truck is a sub contractor for Lincoln.

 

[bbf2530]

Hi MrRobusto. I agree with the advice and information Action and tgara offered.

Lincoln Complementary Roadside Assistance service is provided for Lincoln by outside contractors. Legally, the responsible party/parties would be the towing company.

Also, more in information might help in offering advice. For example:
- Where/how far was the vehicle towed to? To a Lincoln Dealership?
- When did you first notice the damage? When did you notify the tow company and Dealership (if it was towed to a Lincoln Dealership) of the damage?
- Were you present when the vehicle was loaded and/or offloaded from the tow vehicle? If yes...what happened when you pointed out the damage to the tow company/Dealership personnel etc.?
- Did you get a police report? For future reference, you should always get a police report in anay accident, if possible.
- When did this happen? If there were other witnesses to the damage (and even if there were not), it may not be too late to get a police report.

Those are just some of the questions which have important answers.

Unfortunately, while it would be "nice" if Lincoln picked up any outstanding costs after your insurance pays, they are not the liable party. It is the tow company you need to get reimbursement from.

Get back to us with more information, keep us updated and good luck.

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[MrRobusto]

Hi MrRobusto. I agree with the advice and information Action and tgara offered.

Lincoln Complementary Roadside Assistance service is provided for Lincoln by outside contractors. Legally, the responsible party/parties would be the towing company.

Also, more in information might help in offering advice. For example:
- Where/how far was the vehicle towed to? To a Lincoln Dealership?
- When did you first notice the damage? When did you notify the tow company and Dealership (if it was towed to a Lincoln Dealership) of the damage?
- Were you present when the vehicle was loaded and/or offloaded from the tow vehicle? If yes...what happened when you pointed out the damage to the tow company/Dealership personnel etc.?
- Did you get a police report? For future reference, you should always get a police report in anay accident, if possible.
- When did this happen? If there were other witnesses to the damage (and even if there were not), it may not be too late to get a police report.

Those are just some of the questions which have important answers.

Unfortunately, while it would be "nice" if Lincoln picked up any outstanding costs after your insurance pays, they are not the liable party. It is the tow company you need to get reimbursement from.

Get back to us with more information, keep us updated and good luck.

 

[MrRobusto]

Hi MrRobusto. I agree with the advice and information Action and tgara offered.

Lincoln Complementary Roadside Assistance service is provided for Lincoln by outside contractors. Legally, the responsible party/parties would be the towing company.

Also, more in information might help in offering advice. For example:
- Where/how far was the vehicle towed to? To a Lincoln Dealership?
- When did you first notice the damage? When did you notify the tow company and Dealership (if it was towed to a Lincoln Dealership) of the damage?
- Were you present when the vehicle was loaded and/or offloaded from the tow vehicle? If yes...what happened when you pointed out the damage to the tow company/Dealership personnel etc.?
- Did you get a police report? For future reference, you should always get a police report in anay accident, if possible.
- When did this happen? If there were other witnesses to the damage (and even if there were not), it may not be too late to get a police report.

Those are just some of the questions which have important answers.

Unfortunately, while it would be "nice" if Lincoln picked up any outstanding costs after your insurance pays, they are not the liable party. It is the tow company you need to get reimbursement from.

Get back to us with more information, keep us updated and good luck.

 

[Action]

Instead of clicking the reply button of the previous post, scroll down a little further to the next box. Then type your reply.

Action

 

[MrRobusto]

I was on vacation as I stated when this happened 1000 miles from my home . Fortunately I was at my daughters home when it happened .and not a hotel .The first tow truck that Lincoln sent me did not show up at the agreed upon time I called Lincoln back when he didn’t show up. Lincoln told me that the truck had engine problems and they would send another . Since it was late in the afternoon at the time I told Lincoln not to send out a truck if it could not respond by 5:00 PM as I would not be at the location of my vehicle .
Needless to say they towed my car after I left and no one was home to see who actually picked the car up . I got a text message the following morning from a tow company that said thst they took the car to the dealership . I wasn’t worried because the My Lincoln app showed that the car was at the dealership . I called the dealership in the AM , remember I don’t have a car so it wasn’t like I could drive over there.A week went by bye before they could even address the electrical problem in my car . It was at this time that I was asked about the damage to my drivers side door.They sent me pictures and I notified Lincoln. When Lincoln got back to me they said all their on call trucks said they did not pick up my car. When I showed Lincoln the text I received from the guy who said he took my car that person denied that he sent the message or took my car .

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[bbf2530]

I was on vacation as I stated when this happened 1000 miles from my home . Fortunately I was at my daughters home when it happened .and not a hotel .The first tow truck that Lincoln sent me did not show up at the agreed upon time I called Lincoln back when he didn’t show up. Lincoln told me that the truck had engine problems and they would send another . Since it was late in the afternoon at the time I told Lincoln not to send out a truck if it could not respond by 5:00 PM as I would not be at the location of my vehicle .
Needless to say they towed my car after I left and no one was home to see who actually picked the car up . I got a text message the following morning from a tow company that said thst they took the car to the dealership . I wasn’t worried because the My Lincoln app showed that the car was at the dealership . I called the dealership in the AM , remember I don’t have a car so it wasn’t like I could drive over there.A week went by bye before they could even address the electrical problem in my car . It was at this time that I was asked about the damage to my drivers side door.They sent me pictures and I notified Lincoln. When Lincoln got back to me they said all their on call trucks said they did not pick up my car. When I showed Lincoln the text I received from the guy who said he took my car that person denied that he sent the message or took my car .

Hi MrRobusto. Yes, you already stated you were on vacation 1,000 miles from home etc. And you had not previously provided the information that you were not around when the vehicle was towed etc. Which is why we ask questions. So that is why the answers to those questions are important if you hope to get any compensation.

First...Be sure to keep the text. That is your evidence if you want to pursue this with the tow company. He can't deny he sent the text and picked up your vehicle when the text came from his or a company related phone number. And you should provide evidence of that text to Lincoln Concierge/Lincoln Roadside Service. I realize you stated you "showed Lincoln". But I am not sure if they asked you to send proof.

Trying to assist here, so again, how long ago did this happen? Are you still at your daughters in NJ so you can get a police report? If yes, I would advise you get a police report written immediately, including providing proof of the text and phone number it came from, to the officer writing the report.
If you are already back home in Florida or otherwise far away, that obviously makes the situation much more difficult.

Keep us updated and good luck.

 

[Action]

YOU got a text message the day after the tow from the company that did the tow.

That company has the liability and your insurance company is there to sort all of that out. Lincoln is correct, contact your insurance company. BTW there is usually not a deductible. The coverage is either uninsured/underinsured or comprehensive. You were not operating the vehicle. My insurance policy does not have a deductible for those claims.

Action

 

[moose66]

I see some holes in this. One I immediately see is you said your car was at the dealership a week before anyone there mentioned the damage. That seems strange to me. Most places I have been to do walk arounds when you bring a car in for service to make sure things of that nature are noted. As they don‘t want to be falsely accused of damages they were not responsible for. Bottom line here, I can see how you could blame the tow company. But realistically, you don’t really know who is responsible for the damage. With no witnesses, the tow company can say it was like that when they picked it up. And the dealership will say it was like that when it came in. With no documented state of the vehicle when it was picked up or dropped off, getting someone to claim this is going to be tough. No documented state of the vehicle is going to be the point of contention.

 

[silverydragon72]

Good luck in getting whoever responsible to cover it. I know id be pissed if that was my aviator. Id go after the tow company first as that is the most likely suspect.

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[peterk9]

Some of the damage in picture #4 looks a little like pry marks caused it.

Peter

 

[tgara]

Some of the damage in picture #4 looks a little like pry marks caused it.

Peter

Yeah, apparently this happened in New Jersey, and with the well-known high crime rate there someone probably tried to get into the car between pickup and drop off at the dealer.

 

[Norms1stTC]

I'm sure they'll probably total it.

 

[Action]

Yeah, apparently this happened in New Jersey, and with the well-known high crime rate there someone probably tried to get into the car between pickup and drop off at the dealer.

If that was the case those were pretty stupid criminals.

I can not think of a more difficult place to access the vehicle via the drivers door than the front edge where the hinges are located. It would have been far easier, quicker and quieter to find a heavy sharp object to break the glass.
For less than $10 the item pictured can be bought on Amazon will break the glass with one blow.

Action