Napleton Lincoln of Blue Island

Three days after receiving an oil change here, my check engine light came on. When I returned to ask about it, the service employee laughed in my face, became dismissive, used profanity, and refused to look at the vehicle. Regardless of the mechanical issue, no customer should be treated with hostility for asking questions. Very disappointing experience.

This is one of three Reviews I have posted regarding my experience with this Mechanic Shop not the dealership Mechanic Shop. I want to clear that up because I see that it’s a lot of great comments on the dealership nothing on the Mechanic Shop.. My experience started back in November if you read the reviews, you will see. I have another review under another email because they won’t let me make a new review. I can only add to that so I use a different email. My experience started in November 2025 They requested thousands of dollars for work that was not performed. The car was sent to the Mechanic Shop multiple times once before Christmas once after New Year’s.. I want to point out. I took my car to another shop straight off a tow and I still needed A transmission The work that they claimed they did. I had to pay the same amount to a different company. I’ve been driving my car for almost 3 weeks. No problems.. Not only was the mechanic Work fraudulent. The customer service was unprofessional. I received a ticket in the mail that they were driving my car when I was towing it everywhere.. March 23rd Outreach to the company spoke to Peter. He said he would tell Jordan to call Jordan never called so I complained on the ticket. They just replied to the complaint today. This is the unprofessionalism of this Mechanic Shop. Be safe do something safe with your money something reliable with your money my experience was horrible from the day. I walked in the building and met TY Jordan and spoke to Kenny over the phone now they have also added a Peter for customer relations. A whole mess with thousands spent for the exact same work. I’m disgusted

I took my car to the service shop almost 2 1/2 weeks ago. A review is coming soon about the experience I had or am having from this service shop currently it’s been five days still waiting.. I declined the work- 5days ago - Saturday 11.22 for lack of communication/ price. I’m waiting to pick up my car - with the inspection document indicating exactly what’s wrong with the car. This was never told to me., but I figure since I must pay for the inspection I should receive the documents that state what’s the problem . I’m waiting on them to close the claim on my extended warranty so I can pick up my car. I called for the manager help today. . Let’s see … Still waiting- Confused customer UPDATE- Friday immediately ‼️‼️ I told you all I liked the place but customer service- communication has to be there. I received the follow up call today. Refreshing to have complete good communication. I am going to get the work done here after my call this morning. Final update Once the car is finished ‼️‼️ This dealer which includes River Oaks location as well seem to be very unprofessional. Progress of communication - misdirected information and a Hugh payment and my car is still not fixed. this is my update

I had a very disappointing experience with Napleton Lincoln of Blue Island. When I first arrived at the dealership at 8:00 AM, the customer service was friendly and welcoming. The service department asked what brought me in, and I explained that the check engine light had come on in my 2021 Lincoln Corsair and I wanted to know what was wrong. I also made it clear that I have an extended warranty. Before leaving, I asked if they offered a shuttle since my job is down the street. I was told they did, and a shuttle driver dropped me off at work while diagnostics were started on my vehicle. At 9:53 AM, my service advisor, Tiyuan, called to inform me the diagnostics showed an EVAP system leak. He stated the repair would cost $799.90. My extended warranty would only cover $365, leaving me responsible for $434.90. I told him I didn’t fully understand the situation, so I asked if my brother—who is a finance manager at a dealership—could speak with him to get clarification. After speaking with Tiyuan, my brother explained that the dealership appeared to be overpricing the service. I was never informed upfront that the diagnostic fee alone would be $259.99. He also said they didn’t seem to be negotiating pricing with the warranty company. We called other Lincoln dealerships in the area, and none quoted more than $150 for a check engine light diagnostic—a significant difference of $109.99 compared to Napleton’s fee. I called Tiyuan back and asked to speak with a manager. He told me the manager wasn’t in but would return my call. At 11:15 AM, the manager, Jordan Walker, called. I asked why their diagnostic fee was so much higher than other Lincoln dealerships. He claimed he had never heard of diagnostics costing less than $250 and said that at every dealership he’d worked at, that was the standard price. I found him to be rude, dismissive, and unwilling to help or work with me. When I asked how much longer my vehicle would take, he said he didn’t know and that someone else would call me back. At 2:58 PM, Tiyuan called to say my vehicle was ready for pickup. He also told me the shuttle driver who was supposed to bring me back was unavailable due to a family emergency, so I had to find my own transportation. However, when I arrived, the same shuttle driver who dropped me off earlier was there, which made the explanation confusing and frustrating. While picking up my vehicle, I asked Tiyuan about recalls. He said he wasn’t aware of any and that I’d have to bring the vehicle back and leave it overnight for recall work. Immediately afterward, I called another Lincoln dealership, and they were able to see three recalls on my vehicle as soon as they entered my VIN. There was no clear reason why Napleton couldn’t see the same information if it was already in the system. Overall, communication throughout this process was poor. I had to follow up multiple times for updates, and the responses I did receive were vague and inconsistent. Pricing and fees were not clearly explained upfront, which made the experience feel misleading and frustrating. Based on this experience, I would not return to this dealership for service, nor would I recommend them to anyone else.

With all the changes in service at this location, I would recommend never going here. My car was there four days ago to get the steering column looked at and the running boards looked at both which intermittently do not work. They didn’t find anything wrong and still charge me $650 for that and an oil change. I am now in my car looking at a steering column that is not working. I would rather cut my losses than have them look at my car ever again. If they would’ve cut me some slack, I would’ve bought my third vehicle from them however I will take my business Happily elsewhere