Hawk Ford of St. Charles - Service Center

Hawk Ford of St. Charles responded

Good Morning, Our Service Advisor Monique spoke with Roberta over the phone with the explanation of the oil life monitoring question. As for the paperwork and keys, I apologize for that- we will ensure that our paperwork and keys are always with the appropriate staff member for "after hours" service pickups, in fact, we are working on enhancing that "after service hours" experience as we speak! Please, give us a call today 630-584-1800, press 2 for Service, and we will connect you direct with Monique as long as it is before 5:00PM. She can explain everything in depth to you so that you are not left with any questions, including your question about the recall! Thank you! We appreciate you being a Hawk Customer! :) Jessica Vida, Manager Hawk Ford of St. Charles

Hawk Ford of St. Charles responded

Hi Tara, My name is Jessica, I am one of the Managers at Hawk Ford of St. Charles. I apologize about any miscommunication or lack of communication during your recent visit. When you book an appointment online, our technology sends you a reminder text message the day before. If you check into your service appointment using the link in the message, we do not do any sort of reminder call! The only time we do a reminder call is if we see that a customer has not checked into their appointment for the next day. When you arrive, we have invested in a technology that allows us to do a video walkaround of the vehicle, you opt into receiving a video inspection of your vehicle direct from our Technician to give you a full report of your vehicle. This is designed to be a customer satisfaction tool, plus gives you line of sight to the exact health of your vehicle! As for the pick-up process and experience you had - if we did not call you as soon as your vehicle was done, I sincerely apologize. I will work directly with the Advisor that helped you to ensure if we are unable to get a hold of you, that we try again later the same day. I promise you the tools we have invested in are designed to be easier for a consumer to work with, provide you the ability to check into your own appointment + see your vehicle (via video) while it is in our shop! That said, we received your survey return as well. We tried reaching you a couple of times (Friday afternoon & Tuesday morning + early afternoon) to speak with you via phone and address your issues but we have been unable to connect. Customer satisfaction is of utmost importance so please, when you can give us a call back, 630-584-1800, I am at extension 830, I would like the chance to speak with you via phone and address any additional concerns you may have! Thank you, Jessica Vida

Hawk Ford of St. Charles responded

Hi Ervin, My name is Jessica, I am one of the Managers at Hawk Ford of St. Charles. I will need a little more information from you regarding your recent experience. Can you please call me at 630-584-1800, extension 830? I'd love the opportunity to talk. Thank you! Jessica Vida, Manager Hawk Ford of St. Charles

Hawk Ford of St. Charles responded

Hi Melanie, We did put in a request for your refund, I'm so sorry this is taking longer than expected. Molly will reach out to you today with information needed so that we can process the refund. Again, we sincerely apologize for the miscommunication with returning your vehicle to your home instead of your work. That has been addressed to our entire management team so that we ensure that does NOT happen again. Thank you for your patience, expect a phone call shortly. Jessica Vida Hawk Ford of St. Charles

mdgayton responded

Thanks for your prompt reply! Accidents happen and I do appreciate the service center picking up my car from me at work and serving it while I’m working. It’s a nice touch. Looking forward to hearing from you.