Benson Lincoln Mercury Corporation

Review: Purchased CPO vehicle long distance due to previous satisfaction with another Lincoln CPO purchase through another dealer. Asked salesman two specific questions; "Was the vehicle smoked in? Were there animals in the vehicle (health issues; allergies in the family)?" Salesman's response; paraphase : No, those type of vehicles are not let into the program. Upon initial inspection of the vehicle I smelled a very heavy scent of cologne; thought it might be the salesman? Did not immediately noticed the damage to the vehicles interior. After accepting the vehicle I headed to Virginia. 150 miles into the trip I noticed a hint of DOG...breaking through the still heavy cologne scent. Stopped for a break and further vehicle inspection: found used cigarette lighter, cig burns in carpet and drivers seat; other pet damage on leather seats, dog hairs in seat venting holes, between seat folds and on carpet. DOG urine smells and musty DOG smells started coming out as vehicle interior after it heated up. After picking up my wife for the long trip back to AK she started experiencing headaches from the cologne scent; had to stop and search for the source; it was the carpet liner in the bottom of the center console...HEAVILY SATURATED with cologne; tried washing out several times...no good...had to put in plastic bag. Attempted to contact Benson Lincoln through phone and email...got one return call from assistant GM...no resolution...no other calls from them. Have contacted Lincoln Corp twice...left details with them...they had my local Lincoln dealership contact me...they said they could vacuum the car...did not have auto detailing service. Detailing will not get rid of the damage!Desired Settlement: First, let me state that the Lincoln CPO program states that "Factory-trained technicians have thoroughly inspected and reconditioned this vehicle to meet the stringent Lincoln Certified Pre-Owned standards." Therefore, to meet these standards and my satisfaction, the front seats and rear seats need to be replaced; carpet replaced; cigarette lighter assembly replaced; and a formal written apology. Nothing less.

Business

Response:

I am responding to your letter of 9/2/14, claim #[redacted], regarding the sale of a vehicle to

Mr. [redacted] on 4/29/14. We sold the vehicle to Mr. [redacted] in Alaska and he picked up

the vehicle here, at the dealership on 6/7/14. We deliver vehicles all over the country and have

not had a question on the condition, even when they arrived out of state. In this case, Mr.

[redacted] came here and inspected the vehicle before delivery. This vehicle was purchased at a

Ford closed auction. Two of our managers drove the car for several days before we put it on the

lot both look hard for any signs of smoking, so that we can convey the right information. Both

of them have said that it wasn’t a smoker’s car. Does that mean that at no time, someone

smoked in the car, (yes or no), it just means to the best of our knowledge the car wasn’t a

smoker’s car Mr [redacted] inspected the car before actual delivery and then proceeded on his

trip and then on home to Alaska We didn’t hear anything regarding this sale or anything about

smells or cologne until well over 45 days later

We understand that Lincoln has offered a vacuum or something, from the letter from Mr

[redacted] We are understanding of Mr [redacted] concerns and could handle them locally if he were

here Obviously, he’s not As a gesture of “goodwill” we are willing to forward to Mr [redacted] a

check for $250 which should handle an ionization of the vehicle as well as a more than

complete detail of the car.

We did all of the normal Lincoln Certification procedures on this car and then had it cleaned.

It didn’t need any interior odor reducers as it smelled fine. A normal clean up was all that it

received on the delivery sheet as it had already been detailed before it came to us.

Please let us know if Mr. [redacted] would like us to send the check and we will forward it to him

at the earliest date.

Sales Manager