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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On October 11, 2022 I dropped our 2020 **** F150 off for service at ********* of Saint Charles. They attempted to repair the vehicle under warranty several times between October 11- October 21 but were unsuccessful. One of the attempted repairs was a replacement of the vehicle's cluster instrument panel. This repair was unsuccessful and during this failed repair attempt the mechanic was negligent in writing down or storing the memory of the vehicles Engine Hours and Engine Idle Hours. The new instrument cluster installed has the correct millage but the technician did not record or reinstall the Engine Hours or Engine Idle Hours. We researched this and it is possible to record and reinstall this information without lost data. Now the Engine Hours and Engine Idle Hours were reset at zero (Not correct to the vehicles engine) And the repair attempt did not fix the original issue of ******* pressure alerts followed by check engine light. A fourth repair was attempted after the cluster replacement and that repair has also failed to resolve the issue with the vehicle. We asked for the original instrument cluster for the vehicle and ********* said they sent it back for a core charge. The data has now been lost!We are disappointed in the vehicle not being repaired properly under warranty. We are very dissatisfied with the data lost during a repair attempt which has now decreased its value. Thank you,*********************Customer response
12/06/2022
Complaint: 18339784
I am rejecting this response because:*** the manager from ********* was in agreement to purchase an extended warranty and stated in an email sent 11/23/2022 that he was working on it and he would "be in touch soon." Once again, there has been poor communication from ********* and its associates.
Sincerely,
*********************
Business response
12/10/2022
I am attaching the email chain the the request for an **************** Plan as solicitation by Mr and ******************* to be considered as a resolution to ********* but excluding ********** Company. In the recent response by *************** he makes it seem that I offered and agreed to this plan. My response as you see on the email was that I would make an attempt. ********** Company has since denied that request. I will offer to continue to make an attempt to repair the vehicle along with ********** services. We have followed and will continue to follow all proper procedures to repair the vehicle. That should be the goal here not a solicitation by the ******** for a Service Plan as a resolution. Could it be that the vehicle is now operating and they are just looking for more?
Thank you,
*********************
Customer response
12/17/2022
Complaint: 18339784I am rejecting this response because: The request for an **************** Plan was in response to *********'s (***) initial offer to purchase the vehicle. The request was made to Hawk because that is the business that this complaint was made against, not ******************* **** has made numerous failed service attempts, which only made the issue worse, and deleted engine data in the process. It is believed that Hawk was negligent in properly repairing the vehicle under warranty although there were 3 submissions of the vehicle and at least 5 parts replaced between October 11-October 21 2022.The General Manager (***) has delayed finding a resolution in a timely manner and taken almost 30 days to respond in regards to this complaint. It has already been agreed to that the vehicle will be repaired by another business. The issue with the vehicle has not been repaired to date (12/17/2022) in response to ******************. Attached and submitted is proof that 30 days after *********'s repair the vehicle is still having a ******* Pressure issue.Unfortunately the vehicle is scheduled for repairs elsewhere. ********* is not able to attempt another repair to reach customer satisfaction.
Sincerely,
*********************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.