Hawk Ford of Carol Stream

“I brought my 2004 all-original Ford Thunderbird with only 5,000 miles to Hawk Ford of Carol Stream for a simple oil change. Because of the condition and extremely low mileage of the car, I specifically told the service advisor to please be very careful with it. I was told to allow approximately two hours for the service. I returned three hours later only to find that my car had not even been touched. I was then told they were still waiting for an oil filter. No one had bothered to contact me to let me know about the delay, and I was told I would have to come back the following day. Unfortunately, the delay ended up being the least of my concerns. When I returned to pick up my Thunderbird, I found a crease and scratch in the center of the driver’s door that was not there when I dropped the vehicle off. The damage appeared consistent with the driver’s door being opened into the two-post lift while the car was being serviced. I was absolutely disheartened. This is a like new, original, low-mileage car that I specifically asked them to handle with care. I immediately notified the service manager and was told they would look into it. I made it clear that I expected the damage to be properly repaired and the door repainted so the vehicle could be returned to the condition it was in when I entrusted it to them. After approximately 10 minutes of service employees walking around and discussing the damage, I was told that all they were willing to do was apply touch-up paint to the scratch. In my opinion, putting touch-up paint on a damaged door of a 5,000-mile original car is nowhere near an acceptable resolution. I then contacted the store manager, Mark. Initially, I was left with the impression that the dealership was going to make this right and return my car to the condition it was in before I brought it to them. Unfortunately, after weeks of back-and-forth and what I believe were misleading assurances, Mark has now stopped responding to me. I trusted this dealership with a very well-preserved vehicle for something as basic as an oil change. I left with damage to my driver’s door and, weeks later, still do not have an acceptable resolution. Based on my experience, I have completely lost confidence in this service department and cannot recommend trusting them with a vehicle you care about. At this point, I intend to pursue the matter through the appropriate legal channels and submit a formal complaint to the Illinois Attorney General’s office. What should have been a routine oil change turned into damage to an irreplaceable original vehicle and weeks of frustration. Hawk Ford of Carol Stream had every opportunity to simply take responsibility and make this right. Instead, I am still dealing with the consequences. My warning to other consumers is simple: stay away from this service department. Based on my experience, I would not trust them with another vehicle of mine, and I strongly encourage anyone considering having their vehicle serviced here to think twice. There are plenty of other dealerships and repair facilities that will hopefully treat your vehicle—and you as a customer—with the care and respect you deserve.”

“Both the sales associate and manager, Mike, were amazing and helped me close the deal on the car I had been searching for at multiple dealerships. From the moment I reached out, they were extremely helpful, transparent, and open to negotiating to make the deal work. They by far had the best customer service compared to the other Ford dealerships in the area. The entire experience was smooth and stress-free, and I truly appreciate how much they helped throughout the process. I would 100% recommend Mike and the team to anyone looking for a Ford. Great customer service and a great experience!”

“If I could give Scott more than 5 stars, I absolutely would! I visited several dealerships and test drove multiple cars before making my decision, and out of everyone I worked with, Scott stood out by far. From the very beginning, he was patient, professional, and never once made me feel pressured. He gave me the time and space I needed to compare my options and ultimately make the decision that was best for me. One thing I appreciated most was how understanding he was about my financing. My credit union was able to offer me a much better interest rate, and instead of trying to pressure me into dealership financing, Scott was completely supportive. He genuinely cared about helping me get the best deal possible, and that level of honesty and integrity is hard to find. What truly sets Scott apart is his customer service. He is incredibly kind, personable, thoughtful, and genuinely sweet. He treated me with respect throughout the entire process, answered every question I had, and made what is usually a stressful experience feel exciting and enjoyable. Because I had visited other dealerships, I can honestly say the difference in customer service was night and day. Scott went above and beyond my expectations, and I couldn’t be happier with my experience. If you’re shopping for a vehicle, do yourself a favor and ask for Scott. You’ll be in great hands! Thank you, Scott, for making such an important purchase such a positive experience. I absolutely love my new Mustang!”

“I chose Hawk Ford because I’m shopping for a new vehicle and wanted to see how I would be treated before making such a big purchase. During my oil change, I was told my Ford Fusion had an axle issue and another leak that couldn’t be identified. I agreed to pay about $25 to have dye added and was told to come back in a week or two so they could identify the leak. At no point did anyone tell me the follow-up appointment would require a $180 diagnostic fee. Before I came back, I completed the online check in, which showed my balance due was $0.00. I drove to the dealership expecting the follow up inspection, only to be told it would cost $180. I emailed the service manager and, to his credit, he responded quickly. He acknowledged in writing that the diagnostic fee should have been disclosed and that the $0.00 online check in was their mistake. I appreciated the apology. Unfortunately, an apology didn’t restore my trust. The communication breakdown cost me time, and I no longer feel confident trusting Hawk Ford with future repairs or the purchase of my next vehicle. I expected better.”

“We had a wonderful experience buying a used car for our daughter. We loved working with Butch. He went above and beyond answering all of our questions and even came in on his day off! Thank you she loves her new Jeep Cherokee! Butch is the best!!!”