Leslie Colin | Page 6

This was our first time using the Service Department after purchasing our '24 Explorer and it was a little shaky. After 36 hours of having the car at home we noticed a tear in the front passenger window after purchasing our '24 Explorer and it was a little shaky. After 36 hours of having the car at home we noticed a tear in the front passenger window seal in the door. We contacted the service dept. and set up an appointment to have them pick up the car. The car was picked up where my wife works and a loaner was dropped off before 12 noon on a Wednesday. They did not even look at the car that day, so there is one day wasted. The second day, the vehicle was not inspected until late morning/early afternoon. They determined the issue was a manufacture defect and the part would be in the next day. Day 2 wasted! Day 3 comes and the day is going by without a word from service. Finally, my wife calls in the afternoon only to find out they have no drivers available and she is at work. So, she had to leave work early in order to get there BEFORE 5pm. A simple repair that was not our fault should not have taken 3 days to fix. This brings me to the next issue. We get the car home after the repair and not until the next day, when the family went to run errands, did we notice that the front passenger door is now not opening from the inside. Now we have to wait until Monday to advise the service department that they fixed one issue but created another issue. The biggest issue we had for this second issue, which again was NOT our fault, was the lack of communication from the service department and the miscommunication & lack of communication between departments at this dealership. My wife and I were each called by a different person in the same department, but both told us two completely different things. Molly, who spoke with my wife, organized a pickup date and time for the following day. I spoke with Leslie, who told me that the earliest they could fit us in was the following WEEK!! Now my blood pressure is going thru the roof because that was NOT acceptable at all, for something THEIR mechanic did wrong. So, now they have our car for the day and my wife told the guys who picked up her car that she needs it back by mid-afternoon. Well, we get no call from anyone, so again we have to call them to get an update. It is now 1pm and they have had the car since 9am, but they did not even look at it yet!!! Seriously??!! Well, my wife is told that someone will get back to her in about 30 minutes and coordinate vehicle drop-off. Forty-five minutes goes by and still no word from anyone. We are approaching 2pm and my wife needs her car back soon. I call back and am speaking with Jerry and he was not too familiar with what was going on other than he said someone should be calling us. I told him no one has called from transportation to let us know anything. Then, while I am on the phone with him explaining everything that happened, my wife texts me to tell me she just happened to look out the window and the guys were in our driveway with her car. Yes, did our car get fixed both times. Yes, I will give this service center another chance. Yes, did they cause us a lot of unnecessary stress due to their poor communication skills and also lack of communication from within their departments. This was not the way we wanted to begin our relationship with this particular Hawk Ford but we will give them another chance to redeem themselves. The Sales Department is top-notch. We did not have a bad experience with any of the guys we came into contact with. DJ, Andrew and Nondas (Finance) were great to deal with and made the car buying experience pleasant. More

by PB Verified Customer Verified Customer

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I live 6 hours away and appreciate the convenience of the Quick Lane for a simple oil change. Quick Lane for a simple oil change. More

by GLENRC1954 Verified Customer Verified Customer

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Great people with good knowledge of the industry, but to slow. I send a lot of trucks there with an appointment and on average it takes 1.5 hours for a oil change with tire rotation. This is to long to have slow. I send a lot of trucks there with an appointment and on average it takes 1.5 hours for a oil change with tire rotation. This is to long to have my employee down. We need to stop the talking and start moving . More

by ERIC Verified Customer Verified Customer

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Hawk Ford is clean, professional, kind and inviting. Easy to get an appointment. They took good care of me and my Escape. Thank you as always Easy to get an appointment. They took good care of me and my Escape. Thank you as always More

by Winddy SVT Verified Customer Verified Customer

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It's always easy to get my car serviced at Hawk. I love that they reach out to schedule any recall work. I love that they reach out to schedule any recall work. More

by DWAGNER20 Verified Customer Verified Customer

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Came in for an oil change and I guess I just assumed the tires would be rotated, guess its my fault but I could have been asked. Service was great. tires would be rotated, guess its my fault but I could have been asked. Service was great. More

by TJPAINGOD Verified Customer Verified Customer

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Steve and his team took such good care of me and my Bronco. I appreciate the communication and the availability of help. Everyone was kind and attentive. They even cleaned my dirty little Bronco- went Bronco. I appreciate the communication and the availability of help. Everyone was kind and attentive. They even cleaned my dirty little Bronco- went above and beyond. More

by SAUCEDAR Verified Customer Verified Customer

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Customer service is great and you feel like you’re in good hands with the technicians in their service and quick lanes! They don’t seem to get upset with your questions about the work that needs to be d good hands with the technicians in their service and quick lanes! They don’t seem to get upset with your questions about the work that needs to be done! I always go to Hawk st Charles when I need service/repairs! A++ More

by debbie.behrens Verified Customer Verified Customer

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Always trust my car to Hawk-st Charles for service also attendants great to the customers A+ in my book and my go to Favorite Ford Dealer attendants great to the customers A+ in my book and my go to Favorite Ford Dealer More

by debbie.behrens Verified Customer Verified Customer

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Great service! Quick and friendly! Will be coming back for all services. Thank you Ford! Quick and friendly! Will be coming back for all services. Thank you Ford! More

by HOLLIEO36 Verified Customer Verified Customer

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