Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/26/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In august of 2022 I went to them to get my thermostat changed due to my car overheating I paid close to $900 for the repair here it is July 2023 and my car is still overheating as well as multiple bolts missing from my cooling fan as well as one inside my car under the glove compartment Ive tried reaching out to only finding out they sold the company to ************* who has no history of my vehicle being repaired there

• Initial Complaint

  Date:01/06/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ********************* April 2021 from Hawk Ford of Oak Lawn. I purchased the ****Protect Extended Service Plan on the same day that I purchased the vehicle. On 7/28/22, I put in a formal request to cancel my extended warranty pursuant to the terms and conditions of the sale for a pro rata refund of the purchase price of the extended warranty and included all required documentation to move forward with the cancellation and refund. I was promptly emailed that the paperwork was printed and being handed to the finance manager for processing the cancellation. I was contacted again on 8/24/22 stating that the warranty would be officially cancelled as of 8/25/22 and that I would see a credit (~$2300) to my **** account in approximately 3 weeks. I reached out to a representative of Hawk Ford on 12/19/22 inquiring about the status of the cancellation and refund. As of 1/6/23, my account still does not show this as a credit and my ****Protect plan is still active. I have not filed any claims on this plan. I have reached out to the company for prompt resolution, but have yet to receive any communication on why this credit has not occurred, why the plan is still active, or what the next steps are for resolving this issue in a timely manner.

  Business Response

  Date: 01/18/2023

  *************,
  I am proceeding with processing the cancellation as of the date you were told it would be cancelled by; 08/25/2022.  I see the documents you had emailed and I see that you had sent an email requesting your policy be terminated but I don't see any of our cancellation paperwork signed and provided to us.  I am not certain if it was provided to you to sign and return.  In any case, I will make an exception and use your email request as your formal request and get this pushed through. 

  Thank you for your patience,
  *******************************
  General Manager  

  Customer Answer

  Date: 01/19/2023

   
  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,
  
  Lart Craft

• Initial Complaint

  Date:12/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a key fob at hawkford and they told me it was an original only it turns out to be after market and it would not program to my car. I also purchased one at *************** in *********** and they sold me an original one. That key I had no problem programming so I wanted to go back the next day to hawk forward and get my money back for the aftermarket keyfab that they sold me that I paid $200 for. The service director ********************* Still claims it was an original key and that they could program it for me for an additional $70 I told them I don't want that and I won't pay that because it's an after market key. He still was claiming it's an original after I showed him the original from ********************** I also wanted to show him that the one they sold me they have on Amazon 2 for $34.95. When I pulled up the picture he walked away and refused to even listen or look at what I wanted to show him. He also showed me the door at 1 point which I told him I won't leave without an answer, And at one point he also mocked me when I was speaking Polish over the phone. I have my original key that doesn't work the new original key from *************** and the aftermarket key that they sold me and compared all the numbers on the inside the 2 originals everything matches the other one is after market. I actually even had the employees at hawk Ford confirmed that that's an after market key and I want my money back

  Business Response

  Date: 12/05/2022

   

   

  Please see attached response.

  Thank you,

  
  

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18518874
  
  I am rejecting this response because: In the first message, I stated that I purchased 2 keys, one from Hawk Ford and one from ********************** in ***********. The only reason I  Purchased one key from ********************** is because they only had 1 key in stock.  So then I went to hawkford.  The original key that ***************** sent me came in a Box wrapped up they took it out showed me everything it even said ****************** on the Box.  Then hawk forward pulled it out of the back somewhere in a little bag.  I confronted him about it right away stating this is not original.  He said yes it is an original key they order from this in this company and this is an original **** key.  Not an after market.  Me being stupid I believed him and I purchased that key which was $200 almost with tax, and that is $20 more than the *********** location.  I wanted to have 2 keys right away since my guy was going to program them.  It doesn't matter if I have an aftermarket computer system because the original **** key that I purchased the same day from ***********  *****************************************; Was Programmed and working without a problem.  So now I have 2 keys original and an aftermarket and the original is working fine the aftermarket that hawkford sold me but told me and guaranteed me that it was original.  So if they can explain to me how come the original **** key that I purchased from  ********************** is programmed to the same system without a problem and why the key I purchased from hawk ford, which is the aftermarket one that was supposed to be original can't be programmed.   All original keyfabs should all have the same serial numbers when you open them up.  I opened up my original key that I have and the new original key that I purchased everything is the same.  I can provide pictures if you need. I opened up the key that hawk ford  Sold me, completely different.  So I want my money back because they sold me and after market Key that was supposed to be An original key like they claimed. And I wasn't going to pay an additional 80 or $90 to have them program a key that obviously they don't even know how to do,  to program my car.  I want a full refund with no restocking fees.  And I'm not even mentioning the racism that was going on with being mocked for speaking another language  Over the phone.That's a whole different situation. Thank you.
  Sincerely,
  
  ***********************************

  Business Response

  Date: 12/20/2022

  Per the customer's request, we are refunding the amount the customer paid and consider this matter to be closed.

• Initial Complaint

  Date:11/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August 6-8, 2022 we purchased a 2022 mache. We paid to have the license plates sent to us as we are in *********. Our temporary license plates expired on 11/06/2022. We have not received the plates from Hawk Ford via their 3rd party who they hire as subcontractor to procure the plates. We are now either unable to drive the vehicle or risking a ticket by driving with no plates. We have called more than 4 people and the most recent calls on Friday 11/4 went unanswered and no calls were returned to me. They may claimed earlier in august when we called that they cannot make the state process the plates quickly;however, we question the third party Hawk used and Hawks inabilikity to tell us the details of our submission with the third party. We demand monetary compensation for the cost of the plates, money for lack of use of vehicle due to its unuseable condition of not having plates or temporary valid license . We demand plates.

  Business Response

  Date: 11/28/2022

  Good Afternoon,

  
  The customers are now in possession of their license plates.  Any delays caused were due to receiving documentation that was to be provided by the customers to provide to *********** department of motor vehicles.  There was no delay in the dealership processing the required documents and so there will be no additional compensation offered or provided. 
  
  Thank you.

  *******************************

  **********************

• Initial Complaint

  Date:09/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought in July a car from hawk trade in my 2017 **** escape for a eco sport 2022. The eco sport two days later gave me problems. The said they fix the problems with the brakes. after two week past the same problems occurs with the brakes. I call up the sale man ****. He said let do this right. I going to place you in a new car. They place in a car with ***** miles. **** the car is place in rear make a terrible noise in the brake plus it makes a rumble noise with you are driving it. I took in the said it was fix. The car is worse than ever. I just want this problem fix. this is costing my health> I am 65 years old was plan to have a good working car for my retirement.. I have send my paper work to the state attorney. Please help me resolve this problems.

  Business Response

  Date: 09/22/2022

   

  ********************** brought his vehicle in on September 10th,2022.  Various inspections were performed to address his concerns, please reference Repair Order # ******.  No error codes came up for any of his concerns and none of the concerns were able to be physically duplicated by the technician evaluating his vehicle.  If ********************** is able to bring the vehicle in when it is not operating correctly, we would be happy to diagnose the problem however ********************* has made it clear that he is not willing to bring the vehicle back to us and will only communicate with the state's attorney.  There is nothing more Hawk Ford can do at this time if the customer is not willing to bring the vehicle in when it is not operating properly.

   

  *********************
  Service Director
  Hawk Ford ********
  *************
  

• Initial Complaint

  Date:09/15/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car is only getting **** mpg when its suppose to be 28 in the city and 34 in the highway. I was informed by **** auto that this was the correct mileage in my recent conversations. I feel like I was wrongly informed and would have not bought the car if I knew this. Thats what I was told when I bought it last year. The car is only 8 months old with **** miles.Hawk auto informed me to come get it checked out but the person I emailed back never responded his name is ******. I live an hour away so I dont want to drive all the way over there for nothing and dont want to be charged to fix this when the car should be getting the correct mileage Ive also gotten second opinions and the other two **** dealers said this should not be happening and **** auto needs to fix this So Im extremely frustrated. Please fix this problem

  Business Response

  Date: 09/22/2022

  To whom it *** concern, 
  We have researched ******************** concern. We have found that ******************** vehicle has yet to come to Hawk Ford for service. He has set two appointments with us, one on August 7th, and one on September 13th of which he has canceled both. He had the vehicle serviced at ************************** on April 25th 2022 at **** miles. *** Vehicle Warranty is through ******************, not through Hawk Ford. He has the opportunity to get his concern looked at by any **** dealer as outlined in the warranty section of the owner's manual. 
  Hawk Ford is definitely willing to work on ******************** vehicle for the low MPG concern as we are an authorized **** Service Dealer. All that is required is for him to set an appointment and bring the vehicle in for that appointment. He also has the option to bring it to any **** dealer that *** be closer to him as he has in the past. 
  Please see attached copies of our research. Please let us know if any other information is needed. 
  
  Sincerely,
  
  *********************- Service Director Hawk Ford
  Email: ******************* Phone# ************

  Customer Answer

  Date: 09/28/2022

   
  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,
  
  *************************