I have had several service experiences at Hawk Chevrolet in Joliet, Illinois. I don't want to cause any problems, but I realize if I don't let you know, it is hard for your dealership to improve. The most recent experience was not up to par with the past. Specifics: On September 7th, over the phone, I spoke with Andy about getting my 2019 Corvette Air Dam replaced, along with using new clips and also about a check engine light that came on around 300 miles into a 350 mile trip just completed a few days earlier. I mentioned that the light subsequently disappeared after starting the Vette the next morning. I explained that I would like to make sure the parts for the Air Dam are there, so we would not waste a trip just to hear, "Yeah, you need an air dam and clips". I also explained I had check engine light problems similar to this in the past and the AFM system was the cause. Hawk Chevrolet worked on those past problems and the vehicle has been fine for many months now. Andy asked if he was able to get me a price on the Air Dam and clips, would I be willing to make an appointment to bring the car in. I said yes. Andy called me back shortly thereafter, giving me an approximate price of $260. I agreed and asked that we set up the appointment for the Air Dam work and the now-extinguished check engine light. I received an email that informed me that the appointment was for 8:30AM Friday, September 10. I arrived a few minutes before and went up to the first service writer I saw, Robert. Robert was courteous and spoke to Andy in front of me and Andy said he had to leave at 9:30AM. Later I realized that would be at the core of the issue. Robert said he didn't know anything about the work to be done, but if I gave him a few minutes, he would get things moving. About two hours later, Robert came to get me in the waiting room. We walked together to his workstation where we reviewed the completion paperwork. The price was as expected. When I asked about the check engine light issue, Robert said he pulled the codes and showed them to me on a piece of paper. He explained that one of the code was for an engine misfire. I asked what was done about the check engine light issue and he told me nothing. He explained that the Air Dam and Check Engine light issue are "separate". I didn't understand why he was saying they were separate until I was driving home. That's when I deduced that the person who works on the Corvette check engine light is probably a different technician than the one who worked on the Air Dam replacement. It then occurred to me that in all likelihood, neither Andy nor Robert reserved time for the Corvette technician to work on the check engine light problem. To me, this is a "dropped ball" and covering it up the "drop" by saying the two are "separate" is a clever way to send the customer on his way, and have to come back again, which was the whole thing I was trying to avoid. In Robert's defense, after telling me they were "separate", he offered to keep the car and get me a ride home. Since this was Friday and it didn't seem anyone would work on it til Monday, I would be without a vehicle til then. When I arrived at home in my Vette, I told my wife about this. She said if they wanted to keep the Vette, they should have given me a loaner and it should be a Corvette, similar to mine. The bottom line is this, good customer service comes from doing what the customer asks and if you are unable to do so, don't send an email appointment message leading the customer to expect the work would take place during this visit. Transparency is a key trait. When I asked about previous service writers, specifically Mica, Robert told me she no longer works there. He also shared that there have been multiple staff changes relating in the service department, including the service department head. I requested that Robert ask Andy to call me on his next work day, so we can craft a plan to take care of the check engine light. To date, I have not received any communication from Andy, Robert or anyone from Hawk Chevrolet. The survey email is the only communication I have received since the September 10 service date. I respect the people who work at Hawk Chevrolet. If it were me, I would start with why an appoinment was setup when the service writer who knew the most about the vehicle's issues was going to leave at 9:30AM. Perhaps it was unforseen. Perhaps, details could be in the appointment email, so I know that Robert tried very hard to take care of the issues with my Corvette. Robert escorted me to the Corvette. We took a quick look at the replacement Air Dam. Naturally, I've been extremely careful any time I encounter a drive way entrance or exit, so as to avoid scraping the new Air Dam. I feel that this situation should at least be discussed and I should receive some kind of response from Hawk Chevrolet. For your convenience, the body of the appointment email from email@example.com at 9/7/2021 at 4:00 P.M. is shown below. Of course, it only mentions the Air Deflector which I did not notice. Knowing what I know now, in the future, I will read them more carefully. ================================================= APPOINTMENT CONFIRMATION Hello Will Hanson, Thank you for taking the time to schedule your service appointment in advance. For your convenience you can add this appointment time to your calendar using the attached file, if present, or by clicking the button below: Add to Calendar APPOINTMENT DETAILS Confirmation Code: X08CDZ7VN7 Date and Time: Sep 10, 2021 8:30:00 AM Vehicle: 2019 CHEVROLET CORVETTE VIN: 1G1YB2D74K5115408 Advisor: Quick Service Advisor Requested Arrangement: Dropping off vehicle at the dealership SELECTED SERVICES Repair Services: Tell Us More ��� REPLACE FRONT AIR DEFLECTOR Click the button below to check-in to your appointment: Check-in Now Did you know that you can manage your appointment online? Click the button below to make adjustments to your reservation, or you can reach us at (815) 725-7110. Manage Service We look forward to providing you with the highest level of service. Sincerely, HAWK CHEVROLET-CADILLAC OF JOLIET 2001 W. Jefferson Street Joliet, Illinois 60435 (815) 725-7110 Website | Map to Dealer
Hi, thank you for your feedback. We absolutely strive to provide our customers with an efficient and professional service experience, so we are disappointed to hear that yours was not up to par. Please contact our Service Director, Bill Webb at 815-773-2156 to discuss your concerns, as your satisfaction is of utmost importance to us.
Jennifer Gibbs was my service writer in the morning and she took extra good care of me the day I brought my car in for engine light on. She made sure I got a ride back to the house quickly because my wife is ill and I can't leave her for very long. You can't get any better than that!! Thank you Jennifer!!
Hi, thank you for your kind review; we are happy to pass along your comments to the team here at Hawk Chevrolet of Joliet! If you have any further questions, please give us a call. We're always happy to help!
Our staff is committed to providing each of our clients with the best automotive experience! We sincerely value your business and look forward to your next visit! Thank you for choosing Hawk Chevrolet of Joliet and we hope to see you again.
John King and Dominic Sterr worked together to get me in my dream car. They worked with me and followed up with me after my visit. I am so grateful for their hard work and getting me out of there with the deal I wanted.
Hi, we're glad to hear you found our staff was so knowledgeable and helpful! Our team strives to deliver an excellent experience, and are glad you found this to be the case during your visit. If you have further needs or questions, please reach out! Take care!