Hawk Ford of St. Charles - Service Center

Had two conversations over the phone with dealership (I have the names of who I spoke with) regarding a check of our car radio LED display and what it would cost to replacement the same car radio in my 201 have the names of who I spoke with) regarding a check of our car radio LED display and what it would cost to replacement the same car radio in my 2010 Ford Edge w/high mileage if we had to go that route. I even read from my written down script so I wouldn't miss anything. Again, twice confirmed that the price they were giving me over the phone to simply replace the same radio was "All In" to include final cost of all parts & labor as we aren't looking to spend a lot of money on this old / 3rd car of ours that barely gets driven. They quoted me $250, which is still ALOT more than what I could have gotten it done for by a third party. This exact same "used but working" radio on line can be purchased for $20. But due to time constraints on us, I decided to just get it done with Hawk Ford of St. Charles. I made an appt. & both my husband & I took off work to take the car in & drop it off. A few hrs later, I get a call that indeed I would need the radio replaced & all in it to replace it would be $497.42, pretty much double my quote over the phone. I spoke to several people there about this on the phone and then I drove over there in person. All said there was nothing they can do. Service manager apologized for the error and said he would speak to his staff? Needless to say, we are very disappointed with the service we received and certainly feel hesitant to ever do business of any kind with this dealership again. More

I've been going back and forth for over a year now with this dealer over damage they caused on my 2021 F150 Platinum on July 2nd, 2021. I had a leaking sunroof from the factory due to a kinked drain hose a this dealer over damage they caused on my 2021 F150 Platinum on July 2nd, 2021. I had a leaking sunroof from the factory due to a kinked drain hose and I brought the truck in to get it repaired. They took apart the interior to fix the sunroof issue and threw all the parts in the back seat, permanently damaging and puncturing the leather in some spots. I noticed it immediately when I went to pick up the truck and brought it to the service advisor's attention. He confirmed with the tech the damage must've occurred during the repair. (If only there was a big 6 foot area connected to the truck to store parts and tools). He was understanding and promised to order new leather and informed me it might take a few months due to supply chain issues, which was fine. They even took the truck to an upholstery shop to see if they can make it look a little better in the meantime. February 2022 - I go in for a recall and to check the status of the leather. Of course now there's no record of this ever happening and the service advisor I was working with no longer works there. Another advisor told me he would help me out but didn't do anything that I'm aware of. Of course no record of them taking the truck off their lot to the upholstery shop either. April 2022 - I go in for an oil change and check the status of the leather, still no record and no one cares at all. I get a survey in my email shortly after and let this dealer know how dissatisfied I am with their customer service. John (service director) apparently was all upset about the survey, but still didn't reach out to me or do anything to correct this situation. I have called him, emailed him, and showed up several times with no luck. At this point, I don't even care anymore that they damaged my $75k truck. I've gotten used to looking at my damaged seat since its been over a year now. I am sharing my experience on how horrendous the customer service is at this place. I have worked at several car dealers in the service department, so I know how issues like this should be handled. More