Very Disappointed

[Upset Lincoln Customer]

Where to begin. I have a 2025 Lincoln Nautilus that I bought in May 2025. I have had it 12 months and it’s been in the dealership nine times already.

The rotors make grinding noise every time I brake. The liftgate won’t open when I push the button (but it does randomly open on its own when I start the vehicle). The battery has died and they have had to replace it after I begged and begged. The only reason battery was replaced was because I sent a formal letter and they were given one final attempt.

Now, the battery is messed up again. The other issues aren’t fixed. And today, I called Lincoln Customer service. The lady started to help me and said she would get right on it. But then 20 minutes later, I get a call from “Emily” at an Illinois number. She told me they wouldn’t be helping me because they obviously can’t make me happy.

I’m not asking for a back massage or any other perks. I’m simply asking for my new vehicle to work. But instead, Lincoln is doing whatever they can to let the warranty run out. And now they have gone and black listed me from calling.

So now what? I can’t call or get help. I did see there is some law where they can’t ignore just to run out the warranty but I’m thinking they don’t really care.

 

[angore]

Request a buy back.

 

[Upset Lincoln Customer]

Request a buy back.

I requested a buy back and I have done arbitration with BBB. Nothing came of it. That’s why they won’t allow me to speak to customer service now. So now, I can’t get my vehicle serviced or bought back. This has been the most stressful process.

 

[bbf2530]

I requested a buy back and I have done arbitration with BBB. Nothing came of it. That’s why they won’t allow me to speak to customer service now. So now, I can’t get my vehicle serviced or bought back. This has been the most stressful process.

Hi ULC. Sorry to hear about your issues.

If you have no further recourse with your Lincoln Dealership and/or Lincoln Concierge/Corporate, research the Lemon Law regulations in your state, and file for a Lemon Law buyback.

Keep us updated and good luck.

 

[MattMacMan]

As a Service Advisor that works at a Lincoln dealership I get customers that just arent happy no matter what we do. They are also under the impression that we make the call if something is covered under warranty or not (fact is, we dont, we write the ticket, with details and send it up to Ford/Lincoln corporate, who then comes back with further troubleshooting requests to verify the concern or they green light the repair. Its not up to us). Weve been cussed up one side and down the other for problems customers have caused themselves, cussed for problems that started at the factory (we dont build these cars either!), cussed about theyve spent XYZ on this vehicle and it has been this much a headache yada yada yada... we are here to help. We set appointments, order parts for repairs, and get a technician on it while keeping in touch with corporate for warranty work and the customer for updates on their vehicle. Some customers just look for a punching bag every time they come in here and are arrogant and angery no matter what we do. Those customers are irrational and unrealistic.

With that being said, we also understand frustrations, and coming in with an issue and remaining calm and working with us to get it covered and get parts (factory has top priority on parts especially on recalls, this way it doesnt stop production) which we sometimes have backordered and no control over...those are the customers we try to go the extra mile for. Kindness is a two way street and some customers think they own the place because they bought a vehicle.

Bottom line is try to be as cordial as possible, even though you might be disappointed in your vehicle. Ive never seen Lincoln Corporate blacklist people from calling. Choice words mustve been exchanged to have that happen. When you call or come in, leave your emotions at home.

 

[Upset Lincoln Customer]

As a Service Advisor that works at a Lincoln dealership I get customers that just arent happy no matter what we do. They are also under the impression that we make the call if something is covered under warranty or not (fact is, we dont, we write the ticket, with details and send it up to Ford/Lincoln corporate, who then comes back with further troubleshooting requests to verify the concern or they green light the repair. Its not up to us). Weve been cussed up one side and down the other for problems customers have caused themselves, cussed for problems that started at the factory (we dont build these cars either!), cussed about theyve spent XYZ on this vehicle and it has been this much a headache yada yada yada... we are here to help. We set appointments, order parts for repairs, and get a technician on it while keeping in touch with corporate for warranty work and the customer for updates on their vehicle. Some customers just look for a punching bag every time they come in here and are arrogant and angery no matter what we do. Those customers are irrational and unrealistic.

With that being said, we also understand frustrations, and coming in with an issue and remaining calm and working with us to get it covered and get parts (factory has top priority on parts especially on recalls, this way it doesnt stop production) which we sometimes have backordered and no control over...those are the customers we try to go the extra mile for. Kindness is a two way street and some customers think they own the place because they bought a vehicle.

Bottom line is try to be as cordial as possible, even though you might be disappointed in your vehicle. Ive never seen Lincoln Corporate blacklist people from calling. Choice words mustve been exchanged to have that happen. When you call or come in, leave your emotions at home.

Matt, you didn’t have to tell me you work at Lincoln’s customer service department. Your gaslighting response was proof enough haha

Having a customer pay 60k and prefer a working vehicle isn’t a hard request. It’s pretty normal actually. You’re upset that people call in with problems and aren’t happy? That’s the job of a customer service rep. There’s no participation ribbon for just answering the phone without results.

I have two different service managers who have told me they begged Lincoln’s warranty department to approve the request. Yet they have denied. If the dealerships want to get paid, they have to get approval first. Now you are correct about one thing: your department doesn’t approve or deny warranty claims. But you also know there isn’t a number for customers to call for warranty…they are directed back to you. So weird flex, bud.

I can call and speak to five people and get five very different responses. Some want to help, others say their hands are tied. I have upheld my end of the agreement which was to pay for the vehicle. It’s not bad to want Lincoln to uphold their end and provide a working vehicle.

The reviews all over the internet speak for themselves about this client relations number. To make it look like the customer is the problem is weird, unnecessary, and downright wrong. I have had to take the case to arbitration with BBB, I have had to research to find higher ups emails that I could try and get help from, I have had to learn case law on warranties/ lemon laws. No driver should have to do this much for simple fixes. And if the client relations “manager” doesn’t see this, then I think we can all figure out who the problem is.

Side note: you’re all called “managers”. But if everyone is a manager, then no one is lol

 

[Upset Lincoln Customer]

Hi ULC. Sorry to hear about your issues.

If you have no further recourse with your Lincoln Dealership and/or Lincoln Concierge/Corporate, research the Lemon Law regulations in your state, and file for a Lemon Law buyback.

Keep us updated and good luck.

Thank you! I’ve had to research and learn so many laws about warranties and lemon laws. So sad that this is what it takes for simple issues to be resolved. I’ll let you know what the attorney general and I figure out for my state.

 

[MattMacMan]

Matt, you didn’t have to tell me you work at Lincoln’s customer service department. Your gaslighting response was proof enough haha

Having a customer pay 60k and prefer a working vehicle isn’t a hard request. It’s pretty normal actually. You’re upset that people call in with problems and aren’t happy? That’s the job of a customer service rep. There’s no participation ribbon for just answering the phone without results.

I have two different service managers who have told me they begged Lincoln’s warranty department to approve the request. Yet they have denied. If the dealerships want to get paid, they have to get approval first. Now you are correct about one thing: your department doesn’t approve or deny warranty claims. But you also know there isn’t a number for customers to call for warranty…they are directed back to you. So weird flex, bud.

I can call and speak to five people and get five very different responses. Some want to help, others say their hands are tied. I have upheld my end of the agreement which was to pay for the vehicle. It’s not bad to want Lincoln to uphold their end and provide a working vehicle.

The reviews all over the internet speak for themselves about this client relations number. To make it look like the customer is the problem is weird, unnecessary, and downright wrong. I have had to take the case to arbitration with BBB, I have had to research to find higher ups emails that I could try and get help from, I have had to learn case law on warranties/ lemon laws. No driver should have to do this much for simple fixes. And if the client relations “manager” doesn’t see this, then I think we can all figure out who the problem is.

Side note: you’re all called “managers”. But if everyone is a manager, then no one is lol

I understand people expect a working vehicle. As I would myself. What I was getting at is, customers lashing out at customer service reps and Service Drive Advisors like myself irrationally when we neither approve/deny claims, nor do we build the vehicle, or write the process in which we are required to follow, doesnt really help the customer's case. We get really sick of being blamed directly or indirectly for these things. I love helping people and 90% of customers are very open and cordial. But then theres the 10% that will come in and turn the place upside down then complain to the world when nobody wants to help them. Not pointing fingers at anyone here or calling anyone out. I never did. Im just stating my perspective, from the other side of the desk that alot of people overlook, and the process in which we are required to follow that isnt always the best one (believe me, sometimes the requests we get from corporate to further troubleshoot obviously bad components is ridiculous) we have lately had to specifically word things certain ways just to avoid the "engineer's input and further troubleshooting steps" to get approval faster. Its far from a perfect system and I 100% agree with your statement about getting 5 different answers from 5 different people, its bad. Just not alot we can do about it. If I take matters into my own hands, the dealership eats the cost and I could be out a job lol.

Its not that Advisors dont want to help, some of us cant make any further decisions, and corporate customer service seems to have a high turnover as of late, I swear I get a different person every time we call so many of them probably have no idea what they are doing. Especially since they likely have no Service Department experience.

 

[Upset Lincoln Customer]

I understand people expect a working vehicle. As I would myself. What I was getting at is, customers lashing out at customer service reps and Service Drive Advisors like myself irrationally when we neither approve/deny claims, nor do we build the vehicle, or write the process in which we are required to follow, doesnt really help the customer's case. We get really sick of being blamed directly or indirectly for these things. I love helping people and 90% of customers are very open and cordial. But then theres the 10% that will come in and turn the place upside down then complain to the world when nobody wants to help them. Not pointing fingers at anyone here or calling anyone out. I never did. Im just stating my perspective, from the other side of the desk that alot of people overlook, and the process in which we are required to follow that isnt always the best one (believe me, sometimes the requests we get from corporate to further troubleshoot obviously bad components is ridiculous) we have lately had to specifically word things certain ways just to avoid the "engineer's input and further troubleshooting steps" to get approval faster. Its far from a perfect system and I 100% agree with your statement about getting 5 different answers from 5 different people, its bad. Just not alot we can do about it. If I take matters into my own hands, the dealership eats the cost and I could be out a job lol.

Its not that Advisors dont want to help, some of us cant make any further decisions, and corporate customer service seems to have a high turnover as of late, I swear I get a different person every time we call so many of them probably have no idea what they are doing. Especially since they likely have no Service Department experience.

There’s a high turnover because more and more customers are calling dissatisfied. There shouldn’t be some sort of cheat code on how to get service or help. There is simply a warranty. I hold up my end and Lincoln should hold up their end. The end. There shouldn’t be a back and forth. There shouldn’t be a wrestling match. Having to have certain words or magic words isn’t acceptable.

People have to come to forums to have their voices heard. That’s sad. Just do the right thing. I called about the other day about my AirPods. They did some troubleshooting. And it worked for a day then it messed up again. So I call them. They didn’t gaslight me. They didn’t give me a bunch of different answers. They replaced them. Boom. That’s how customer service works. I wasn’t asking for a buy back or a massage or a free trip to the Bahamas. I asked for them to fix the warranty related issues on a brand new vehicle. The end.

The old phrase is true: crap rolls down hill. The service providers aren’t happy dealing with the crap that the higher ups have let roll down. That isn’t the customer’s fault.

 

[angore]

There’s a high turnover because more and more customers are calling dissatisfied. There shouldn’t be some sort of cheat code on how to get service or help. There is simply a warranty. I hold up my end and Lincoln should hold up their end. The end. There shouldn’t be a back and forth. There shouldn’t be a wrestling match. Having to have certain words or magic words isn’t acceptable.

How do you know there is a high turnover? Clearly you have spent a lot of time talking to them and possibly burned some bridges. Making declarations such as high turnover, "cheat codes", etc is not going to help.

I would be curious to see what issues you think they are not fixing. The Nautilus has had issues and seen reports here of quite a few buy backs so what makes yours so unusual.

Would the dealer want to sell you another Lincoln by trading yours in?

I do feel your pain since I felt something similar when I had issues with my 1980 Chevy Citation. My mistake was to keep it and should have bit the bullet and got something else but I lived being upset with it for 5 years since I was cheap.

 

[Upset Lincoln Customer]

How do you know there is a high turnover? Clearly you have spent a lot of time talking to them and possibly burned some bridges. Making declarations such as high turnover, "cheat codes", etc is not going to help.

I would be curious to see what issues you think they are not fixing. The Nautilus has had issues and seen reports here of quite a few buy backs so what makes yours so unusual.

Would the dealer want to sell you another Lincoln by trading yours in?

I do feel your pain since I felt something similar when I had issues with my 1980 Chevy Citation. My mistake was to keep it and should have bit the bullet and got something else but I lived being upset with it for 5 years since I was cheap.

Angore, how do I know there is high turnover and “cheat codes”? Because Matt in the thread works for Lincoln and he just said that himself!!! Haha If you want to come at me, at least learn how to read lol

Your curious into to what issues aren’t being fixed, well you don’t have to be curious any longer. All you have to do is R-E-A-D the original post and you’ll see it.

Let me say this slowly for you and with very small words for you to understand: I didn’t come to the conclusion on my own that there is high turnover or a certain way to say things. Matt did above. The one that works for Lincoln.

 

[Billz]

Angore, how do I know there is high turnover and “cheat codes”? Because Matt in the thread works for Lincoln and he just said that himself!!! Haha If you want to come at me, at least learn how to read lol

Your curious into to what issues aren’t being fixed, well you don’t have to be curious any longer. All you have to do is R-E-A-D the original post and you’ll see it.

Let me say this slowly for you and with very small words for you to understand: I didn’t come to the conclusion on my own that there is high turnover or a certain way to say things. Matt did above. The one that works for Lincoln.

not surprised no one at Lincoln wants to talk to you anymore

 

[Upset Lincoln Customer]

not surprised no one at Lincoln wants to talk to you anymore

Thanks Billz. I’m sure you’re a great time at parties haha

 

[angore]

The three issues you said were battery, liftgate, and brake grinding noise. I suspected more. Did all that require 9 trips excluding regular maintenance and still not fixed?

Mine has a grinding sound at times but only after they have been wet.

I was aware that Ford is very stubborn about replacing expensive modules under warranty without justification.

Interesting you lost in abritration. What did they say?

 

[Upset Lincoln Customer]

The three issues you said were battery, liftgate, and brake grinding noise. I suspected more. Did all that require 9 trips excluding regular maintenance and still not fixed?

Mine has a grinding sound at times but only after they have been wet.

I was aware that Ford is very stubborn about replacing expensive modules under warranty without justification.

Interesting you lost in abritration. What did they say?

Angore,

The lift gate problem is new. Battery and rotors were a total of 8 times and now the lift gate makes 9. They said that I must have kept the key fob less than 18 feet from my vehicle and then ended up replacing once but it’s messed up again. That was two months ago. The first time I put in shop for rotors was when the vehicle had 250 miles on it. And they said they heard it but didn’t know how to fix it.

If I call and speak to five people, I get five very different responses on solutions. I don’t want anything extra. I just want my vehicle to work. I’ve had 4 friends love my nautilus dash screen and wanted to switch from other brands. But after they’ve watched the stress of this, they have all went and purchased other vehicles. That’s just sad.

 

[angore]

Battery issues have been a problem since the beginning and there are new rotors available for the grunt noise.

I am sure a lot more has been said on what the dealer has been doing. You may need a different dealer.

 

[Upset Lincoln Customer]

Battery issues have been a problem since the beginning and there are new rotors available for the grunt noise.

I am sure a lot more has been said on what the dealer has been doing. You may need a different dealer.

Angore, I actually have a new appointment set with a new dealership this week. The dealership has consistently pushed blame on Lincoln while Lincoln pushes blame on dealership. I don’t care about their back and forth. I just want it fixed. It shouldn’t be this hard and that’s why I’m frustrated. The Karen’s in the comments are crazy to gaslight and make it look like it’s the customer’s fault. Hopefully there will be results this week.

 

[JMAB]

Angore,

The lift gate problem is new. Battery and rotors were a total of 8 times and now the lift gate makes 9. They said that I must have kept the key fob less than 18 feet from my vehicle and then ended up replacing once but it’s messed up again. That was two months ago. The first time I put in shop for rotors was when the vehicle had 250 miles on it. And they said they heard it but didn’t know how to fix it.

If I call and speak to five people, I get five very different responses on solutions. I don’t want anything extra. I just want my vehicle to work. I’ve had 4 friends love my nautilus dash screen and wanted to switch from other brands. But after they’ve watched the stress of this, they have all went and purchased other vehicles. That’s just sad.

Hello U.L.C. and Welcome to the Forum!

We are all mostly here to share and commiserate with other members in the hopes of learning and working together to resolve needs and issues.

After doing something I never wanted to do again, experiencing way too much fun with one of the first Ford Taurus's on the market, buying/leasing a first year build vehicle....here I am and it would have been a lot tougher without this team helping along this 2 year journey.

Agreed, there have been way too many software and some big hardware issues (bad batteries and power draining issues, noisy brakes, bad injectors, noisy rear shocks, etc.), Lincoln has been slow but good about getting most all of them resolved. There software team appears to not be resource rich and probably wasn't all too excited about executive management releasing this not-ready-for-primetime product into the world.

We ordered very early, at first release, and ended up doing a buy back on our first Naughty in 24. Both the 800 Support (conceirge) teams and local sales/service mgmt. were extremely helpful and generous with the $$$ compensation during the entire swap process. We also just finally got the brake issue resolved via the recall and knock on wood, it has removed all the noise issues with the replaced pads and rotors!

Back to your last response to Angore:

1. Do some searching on this forum and you will find several other users with lift gate challenges that were either latch adjustments or due to a low battery issue (as are many other lighting, locking, keypad not lighting, etc) cause.
2. Most of us early adopters went out and bought battery chargers to keep our voltage/SOC levels normal, while Lincoln engineering was working to discover and resolve the many parasitic issues in the electrical systems.
3. Again lookup the many Disk Brake recall issues threads on this forum and you will find the recall number(s) to refer to when working with your local Lincoln service techs and mgmt. They will have to order parts so there might be some delay. Use this link, if you don't already have it, to find any and all active recalls outstanding on your Nautilus (you will just need your VIN): Lincoln Recall Support Website .
4. Also, here is the link to a very helpful and detailed description of the TSB for the Brake issue: Brake issues .

Anyway, all the best in your search and efforts to make sure you get the vehicle you paid for. Please keep in mind that all the members that have responded so far, Lincoln employees or customers, only want to help by asking questions and offer thoughts.

Good luck and keep us updated!

 

[markfm]

I got the 2026 brake fix by asking nicely in April when I brought my car in for the rear camera recall. I was going on a trip which included some formal/serious things, let them know I had the brake grunt (honk sound for us) throughout a trip to that area last Summer, though admittedly not since, really needed that to not occur when driving others during this trip. Since I was open about the problem (and that it wasn't even occurring right then) when I asked, they didn't do a "cannot replicate" test drive (it wasn't honking when I went in), managed to do what it took to get Lincoln to okay the brake fix.

 

[demark1]

@JMAB , reading your comment, I could not be early adopter of a new model, let alone essentisally a beta tester. I love my 2021 2.0 and thought I dodged the coolant intrusion issue only to be worrying about my 8f35 trans from that year. I have a 2005 Lexus LS430 that I got in 2009. Parts break, but they get fixed, including adaptive cruise, etc. But the car as a whole is highly relable. I love the look of the '24+ Nautilus, although I'm not sure the huge screens are a real benefit. But I dont want the risk and hassle yet. Not that Toyota is immune to serious issues, but it's getting harder and harder to feel safe buying new, and Ford's track record on older 2.0s and 8f35 and reading this makes me feel the same way. I sometimes think a CPO is lower risk... you can see (maybe) it had no buyback, etc.