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:04/10/2025

  Type:Sales and Advertising 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.

  Was at Hawk Ford today. Explained I wanted the truck advertised, for the advertised price. They wrote it down, and I agreed. They proceeded to run my credit, said I was approved. I said ok. Then they tried adding $5600 to the price. I said no to the extras. They said "all cars we sell have these added charges" Which is deceptive practices. I explained up front that I wanted no add ons before they ran my credit. I would've never stepped foot in the door or ran my credit if we didn't agree to a price first. Eventually they went down to $1,600 more than advertised before TTL. This is very bad deception. I had to leave. I want this credit inquiry removed from my credit. They would not let me take a copy of the paper work with these corrupt prices.

  

  Business Response

  Date: 04/28/2025

  Mr. **** was offered the price that we were able to sell the vehicle for however it was not to Mr. ****** satisfaction.  There were no deceptive practices involved in this negotiation.  He did sign a credit application allowing us to pursue securing vehicle financing for him.  The credit report was not run in error and so there is not a way to have the inquiry removed from his credit report.  Only inquiries run in error can be appealed.

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23188219
  
  I am rejecting this response because:

  l only agreed to buy the vehicle after we agreed to a price, which I signed the offer. After running my credit, I was told that the had to add on $5,600 to the agreed on price. I was adamant up front that I would not but with mandatory add ons. They tried forcing them after we agreed on a price. Then eventually agreeing to a $1,600 add on at a minimum. It was very shady and deceptive. 
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 05/02/2025

  To Whom It May Concern,

  Again, Mr. **** signed a credit application authorizing the dealership to run his credit in order to try and secure financing for the vehicle he was interested in purchasing.  While we couldn't come to terms on the price to complete the transaction, the credit report was not run fraudulently and so cannot be removed as an inquiry.  I hope this settles this matter. 

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

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23188219
  
  I am rejecting this response because:

  Your dealer practices are deceptive. Nothing you say will make this right. I will never use you scam riddled dealership again. 

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:10/23/2024

  Type:Product 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 have purchased 2019 **** Fusion from Hawk Ford (now *************) in Oak Lawn back in July of 2019. The dealership has moved to Carol Stream since then. In addition to the vehicle, I have purchased ***** Guard Ally Premier Protection Plan from the dealership for $2055 plus interest on the loan. In 2024 while at the Napleton dealership it was discover that i have no protection. After talking to **** corporate office, *************************** and Hawk Dealership in Carol Stream it was established that I have no coverage. It was determined that my plan was never activated. Therefore, I asked for a full refund or at least refund for all the years that it was not activated. The **** dealership refused the refund and informed me that someone from the warranty company or from higher management at the dealership will be contacting me to resolve this issue. It has been over a month and nothing. Nobody called, nobody emailed me, no mail came in. VIN# *****************

  

  Business Response

  Date: 10/24/2024

  My name is **** ***********, general manager of Hawk Ford of Carol Stream and former general manager of Hawk Ford of Oak Lawn. The customer was informed that there was an error in processing the service contract at the time of sale as normally happens HOWEVER, there was never a moment where he was not covered.  When it was brought to our attention that this error existed, we immediately remedied the situation and made sure the policy was activated as it should have been.  Had any repairs needed to be made while the policy was unregistered, we still would have performed all the repairs per the terms of the policy and we would have gotten that resolved between ourselves and the company administering the service contract.  The customer has not had a single instance where he was denied any work because of this error taking place.  It is therefore my opinion that nothing unscrupulous took place, an error was made and quickly remedied.  The customer absolutely received the protection he paid for.

  Customer Answer

  Date: 10/26/2024

   
  Complaint: 22463489
  
  I am rejecting this response because: you just confirmed that there was an error on your part. I understand that it was fixable, but it doesn't change the fact that there was no protection in the first place.

  If i would not buy the protection originally and show up 5 years later saying that I want to purchase the protection plan because my engine is not working, would that be ok? I am pretty sure we cannot just pick and choose when the protection plan is active and covers repairs. 

  In addition, all these phone calls, conversations, emails, hustle in general that i went through for weeks because of the issue that your company created calls for some kind of compensation and so far, i did not even hear a simple sorry.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:05/03/2024

  Type:Sales and Advertising 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 purchased a new 2023 **** Explorer on 4/18/2024. After waiting for 1-1/2 hours for the paperwork to get completed I was rushed through the signing process. The next day after reviewing all documents thoroughly, I discovered the following discrepancies. 1.I was charged $598.00 for dealer installed options. This was not listed on the window sticker and my salesman did not mention this. The new car sales manager *************************** came back in an e-mail and told me these were for a pinstripe, clear door edge guard, and window etching. I believe these tactics are pretty low for a dealer. I want an explanation on why this was a hidden charge and why this dealer does this type of deceptive practice.2.After reviewing the Wisconsin DMV and tax form I discovered they had withheld the 5% sales tax on the complete purchase price. This meant that I had to finance $1903.31more than I actually owed. *************************** came back in an e-mail saying their system couldnt handle this and that Wisconsin will automatically send me a refund. I responded to him that this is not true and I demanded a refund or adjust the finance amount through **** Credit. He said they would send me a refund which I still have not received. He also sent me a revised Tax form showing the correct amount however I did not have to sign this revised form. I believe there are unscrupulous dealers out there that would do this intentionally then change the tax amount and keep the overage. I keep asking *************************** for this refund and he keeps telling me he is checking with the main office.3.I was told payoff on my vehicle was $8000 based on ten days after the sale. I checked and payoff was $7919.68. This dealer owes me $82.32 from this transaction. They never responded to this when I brought this to their attention.They should not take advantage of senior citizens like this. I have documentation and e-mails to support everything I have stated.

  

  Business Response

  Date: 05/15/2024

  This was an out of state transaction with a payoff on the trade which can add time to the transaction completion process . To address consumer complaint #1, we make it clear on multiple forms and disclosures both the vehicle etching and the appearance package. If you see the attached documents, not only is it clearly listed on the bill of sale it is also acknowledged separately on not only the menu disclosing available optional products but also on the final acceptance and declination of said products which ************** signed. The etch is then also signed for again separately on the vehicle theft protection form as well. This is a total of at least 4 times that it is presented and signed for. There is never any deception or hidden aspect to these products. Regarding the Wisconsin taxes due, we use an outside vendor VITU to process these transactions. When the data was entered to properly tax and title the new vehicle it gave our Business manager no tax credit on the trade in or an option to do so at the time. The customer would be refunded any difference between the amount charged and the amount truly due. We were able to adjust said tax form after the fact and explained to ************** he would be receiving a refund from Hawk Ford of Carol Stream for the difference due. This refund has now been processed as per the check copy in the documents. The reason for any delay is we were waiting for the state of ********* to process the return and then we would know if there were any errors and the correct amount due, This can take multiple weeks and we want to make sure we are sending the correct amounts to the customer. Lastly regarding complaint #3, when we were processing the transaction including the payoff to release title on the trade in to ********************* we did not have a way to obtain the exact amount and estimated the payoff to be 8000. We had ************** sign a form also in the uploaded documents that explained that it is an estimate and if the true payoff amount was higher her would owe us the difference and if lower we would owe him. We paid ********************* the amount due of ******* including all processing fees and ************** is in fact owed the ***** difference. We have not yet received the title from Landmark CU, even though they were paid on 4/24/2024. We routinely wait until the title is in hand before we release any funds due. We, however, have issued a check in good faith as of 5/15/2024. Regarding the final complaint that his amount financed is higher than necessary, it is not. These were the amounts calculated or estimated at the time we transacted the deal including estimates of what was due and ************** signed off acknowledging these facts. ************** is being refunded any amounts over the estimates and this was never an attempt to receive more on the sale of the new vehicle. The retail installment contract ************** entered into was also at an APR of 0%, so no additional finance charges accumulated even on the higher estimated amounts and upon receiving said funds back he can forward them to FMCC reducing his outstanding balance if he so chooses to. We conducted this transaction in the same ethical transparent way we handle all of our transactions and are dismayed he felt it was done any differently. However, as per the attached check copies he is receiving those amounts back to him. 

   

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21658667
  
  I am rejecting this response because: 1. Where are the multiple documents for these dealer options. The only document I received that showed anything was a line item on the bill of sale. I had to ask in an e-mail what these were. Explain why it was not shown on the window sticker? When they say I signed multiple documents that showed these I would like proof. They had me sign an electronic signature I believe twice. All the i-pad showed me was a box for me to sign and a verbal explanation of what I was signing. If these documents are electronic signatures, they are full of it. 2. Until I receive the check for the overage of over $1900 this issue is not resolved. 3. Until I receive the check for this payoff, this issue is not resolved. It has been 26 days since my purchase and the Wisconsin DMV says they still have not received anything on my VIN number. I suggest you fire this outside concern and hire someone more capable. All I can say to this dealer is this is not my first rodeo. Some people may believe these excuses but not the intelligent ones.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/16/2024

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

  The documents you have requested to see are attached here within this BBB platform.  Arrows have been drawn to show you where you had signed multiple times confirming these products.  Also within the attached files are proof of the check that was sent to you as well as the payoff that was made to Landmark Credit Union.  You indicated you are waiting for that payoff check but that check goes to your lienholder to payoff your loan, not to you directly.  You may confirm its receipt by contacting your representatives at the credit union.  I hope this resolves this matter for you.

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21658667
  
  I am rejecting this response because: As stated in the original complaint, I was rushed through the signing process and the mistake I made was not reviewing all documents before signing a single one. I had no knowledge of these dealer installed options prior to the signing as they were not shown on the vehicle anywhere. My duty here is to warn all potential customers of this type of ********************** tactic. I did receive the check for the overage paid on the *** taxes after I filed this complaint. So what if it only took you a month to return my money! I never asked for the payoff amount of the vehicle I traded in only the overage you withheld. According to your calculations you owe me $42 which you neglected to tell everyone that you have NOT refunded. Quit confusing the issue by stating I asked for the full payoff amount as it is not true.
  
  Sincerely,
  
  ***********************