ComplaintsforHawk Cadillac of Joliet

• Initial Complaint

  02/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 11-18-2023 I purchased a 2017 Cadillac xt5. Today is 2-26-2024. The vehicle is still not registered and titled with the ****************. I've been given excuse after excuseas to why it hasn't been registered.(i.e.a third party company who we had to replace because they weren't performing. We're not experienced with registering out of state vehicles. We're going through employee changes. Etc.) They don't return voice mails, emails or texts. The finance manager ********************************* ***************** characters remaining

  Business response

  02/27/2024

  Customer should be receiving their paperwork directly from ******* shortly. The *** tracking number is 1Z622V6W1392919624

• Initial Complaint

  03/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My daughter is a single mother working part time at *********************. She went to the car lot and somehow they have her qualified for a loan for $611/mo. How can a young single mom living at home working part time qualify for $611/mo. They manipulated and used a young mother.

  Business response

  03/11/2023

  The parents of a customer we sold a car to are upset we sold their daughter a car. If the actual customer wishes to reach out to us to talk about it, we would be more than happy to. We cannot respond to anyone about a transaction that they themselves are not a part of.

  Customer response

  03/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is the dialog from an email which was sent to one or two of the main contact persons there at ************** and Cadillac, ******************** From November 5, 2021 To Mr.'s ***************** and ***********************, It is with unfortunate circumstances that I must now submit complaints to you both of poor service, rudeness, mistreatment, and dirty looks I've received both via the telephone and also in person by two members of your SERVICE STAFF, this month on November 04, 2021.I can briefly explain what happened there. There at the desk where she'd asked me to sign for my vehicle, she just places the whole sheet with a lot of lettering and dialog in front of me, and lays her ink pen down which has a bright yellow barrel and I think a different plastic color on top of it but it was her own personal ink pen that she uses in there in the office. I guess thats where she became annoyed with me leaving to go out and retrieve an ink pen from my husbands car, of my own which I felt safe to use........that's where the dirty daggers and dirty looks from her eyes to mine began flying. So, I'd just asked her "What exactly am I signing off on here?" I didn't know what I was signing, or what the paper said on it. So she goes " Oh this just states that your service order is closed". So I said to her "Closed? " It couldnt be closed, I thought we'd just ordered parts to be installed today?" Then she said yes, No it's not closed, I don't exactly know what's going on with your car, I was not your advisor." Then I said "speaking of Advisors, who was that? and where is he? Because he left us waiting for our car for a two whole hours and he never called us on my cell phone to notify me that the vehicle was ready to be checked out. hour than we had to and he also never called us to inform us that we were all done. The advisor was *****************************. I really believe that ***************************** just took off from the entire from the office/shop for the day or went out to lunch/dinner or something and he failed to call me about the vehicle being finished. We actually checked in our vehicle at 2:40pm, and he said to us let me be sure I have your phone number before you leave to call you when its done. ****** told us that it would be ready in an hour. we even came back for pick up at 4:15pm. Yes, indeed it was ready, but ABSOLUTELY NO ONE EVER CALLED US, DEFINTITELY NOT *****************************! My husbands back was hurting from siting outside in the car for so long waiting the over two hours which we waited that long for no reason, except for the service advisor not following up with a simple phone call to me. Unfortunately for these reasons, I would truly like to not ever come to Hawk Cheverolet and Cadillac ever again!

  Business response

  02/27/2023

  We will remove the customer from **** mailing list. However she may continue to receive contact from GM itself.

  Customer response

  02/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************************

• Initial Complaint

  04/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  M V. Took in 2017 *** in around summer 2021 for oil change and grinding noise. She was told the everything on the care was ok. We did not receive an inspection at the time. Noise preceded to get worst and louder over time. The most recent time she took it in earlier this year for the loud grinding, again she was turned away by a different service writer. I had to jump under the car and figure out where the grinding noise was coming from and found the rear diff bearing Had play and was the culprit to the grinding. As we decided what to do with the car since it was now 7k miles out of warranty she had taken in my truck for an oil change and a wiper pump issue under my extended warranty. Again she was turned Away and no inspection paper given or even attempt to call my *************** I had to write a review in order to get **** to call me. We where finally able to get both cars looked. After a couple days they let us know the *** rear diff was indeed the culprit (shocker). GM splitting the cost 50/50 Now ****** our service writer advised us no later than 2 week for the part. around that time she received a call from ****** stating parts are still on back order. Come today M receives a call Just for Renewing the rental From the rental manager. Not to call about any updates on the car or part. I called shortly after she let me know, Wanting to talk to **** I was turned away because "he had just called her 8 min ago and explained what was goin on". So I asked to talk to ****** no longer works for the company. I Had to talk to one of the adviser that previously turned her away, explains there is nothing they can do car will be sitting until the part arrives. To my knowledge a national back order is going to take months. This is not worth paying **** for a car that can not be fixed due to a common issue in the *** diff. Please advise on next steps.

  Business response

  04/23/2022

  ***************** my service manager will be reaching out to the customer on Monday April 25th. There is a part on back order with GM. There is no ETA on when the part will be available.

  Customer response

  04/25/2022

   
  Complaint: 17098813
  
  I am rejecting this response because:

  no call received 
  
  Sincerely,
  
  *****************

  Business response

  04/26/2022

  The customer was literally in my store yesterday, Monday the 25th of April. We communicated all of the relevant information, including that the part is still on backorder. What else can we do?

  Customer response

  04/26/2022

   
  Complaint: 17098813
  
  I am rejecting this response because:

  m was in the dealer to only swap out rentals.  Nothing was explained to her as I had requested all communications to go through me. I dont understand where the loss in communication is happening in your store.   4/26/22 I spoke with **** Ive over phone

  per our discussion possible higher payout instead of the 50/50 split as well as a refund from ******** on the ******* I will take bills word for the repairs and refund 

   

  as to answer ur question as what more would I want? I want my car fixed in a timely manner 
  
  Sincerely,
  
  *****************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩