DJ Bermudez | Page 4

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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The experience here at Hawk Ford was pain-free, with knowledgeable staff. I would buy from them again. knowledgeable staff. I would buy from them again. More

by CGORZ3212 Verified Customer Verified Customer

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Steve & John in Service run a very tight ship-EXCELLENT service and Tyler(Shop Mechanic) is great to work with and chat on my Bronco when completed. I also rated the Sales & Mgmt. Team Members with the ra service and Tyler(Shop Mechanic) is great to work with and chat on my Bronco when completed. I also rated the Sales & Mgmt. Team Members with the ratings.... whew & WOW, I handed out a TON of well earned Gold Stars today!!! Must be from the F-150 Shelby, the F-150 Tremor and now the Bronco Raptor all purchased at Hawk Auto in St. Charles & to top it off, my wife drives a Nissan Armada from next door!!! David H. More

by David H. Verified Customer Verified Customer

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Good. A. J. and everyone had everything ready to go for quick in and out purchase A. J. and everyone had everything ready to go for quick in and out purchase More

by JMUEHLFELT87 Verified Customer Verified Customer

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Great Team! Great Experience! Would definitely recommend buying a car with the Hawk team! They were fantastic! Great Experience! Would definitely recommend buying a car with the Hawk team! They were fantastic! More

by PAUL.FERRANDINO Verified Customer Verified Customer

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I was overall very satisfied with the dealership, I especially liked working with DJ.I can't remember the name of the finance guy but he was great too. I was very disappointed with the fact that they w especially liked working with DJ.I can't remember the name of the finance guy but he was great too. I was very disappointed with the fact that they would not honor my request to apply EV tax credits of 3750 to reduce my purchase price. More

by COOPERJK Verified Customer Verified Customer

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They were warm and attuned to my needs. They processed paperwork quickly and worked with me to give me the best car for my budget and credit. They processed paperwork quickly and worked with me to give me the best car for my budget and credit. More

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They are always fast and efficient here but they also take great care of their customers. DJ helped me out and I couldn't have asked for a better experience. take great care of their customers. DJ helped me out and I couldn't have asked for a better experience. More

by SCOTT99SOCCER Verified Customer Verified Customer

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We had a great experience at Hawk Ford with the sales, business office and service installing the cover on the bed of our Blacked Out F+150! We drove 35 miles but it was worth the drive! business office and service installing the cover on the bed of our Blacked Out F+150! We drove 35 miles but it was worth the drive! More

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Great service DJ and Nick are both great salesmen and will make sure you are happy with your purchase will make sure you are happy with your purchase More

by KYLEPREBIS Verified Customer Verified Customer

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