Complaints

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am filing a complaint against Hawk Mazda of Joliet regarding a used truck I purchased from them on 4/26/2023. Within one year, the vehicle suffered total engine failure, causing significant disruption to my life. Despite contacting the dealership for assistance, they have refused to provide any support.I purchased the truck for $25,546 and requested a warranty, but Hawk Mazda declined. Less than a year later, the engine failed entirely. A diagnostic test performed by Mazda of Orland Park confirmed engine failure. The ****** Blue Book value has since dropped to $10,000, and with the engine issue, it is likely worth even less.This issue has left me without transportation to work and no means to pick up my children from school, all while I still pay a high car note for a non-functional vehicle. I have maintained the truck with timely oil changes using high-quality oil, as documented in my service records. I am asking Hawk Mazda of Joliet to either: Replace the engine at their expense, or Pay off the remaining loan balance to help me secure reliable transportation.I believe selling a vehicle that became inoperable within such a short time constitutes unfair business practice. Despite my attempts to resolve this directly with Mazda dealerships, they have refused any resolution.I have attached supporting documents, including the diagnostic report, service records, and purchase agreement, for you to review.Thank you for your attention to this matter.

  

  Business response

  12/04/2024

  According to the service documents provided, none of which were from Hawk Mazda and only one from an actual Mazda dealer, the customers first diagnosis for an engine issue was fully 14 months or more after their purchase. Furthermore, the customer did indeed purchase a warranty at the time of sale, however based on the mileage recorded on the attached document, they exceed their ****** miles of covered warranty by more than 9000 miles. Maintenance and repair of an 8 year old vehicle is not the dealer's responsibility in our opinion. If the customer would like a second opinion on the repair, we would be happy to perform a diagnostic free of charge. The customer will need to get their vehicle to us. Appointments can be made at ************************.

  Customer response

  12/08/2024

   
  Complaint: 22629259
  
  I am rejecting this response because:

  This truck is undeniably a lemon. Contrary to your recent claims, no warranty was issued at the time of sale. When I specifically asked about a warranty, I was told by your sales representative, ****** **********, that Hawk Mazda does not offer warranties on used vehicles. Despite the truck being 8 years old, I purchased it about 1yr ago with the expectation of reliable performance, especially at this price point. A complete engine failure within such a short time is unacceptable and points to pre-existing issues that should have been disclosed or addressed during your pre-sale inspection. I got a diagnosis from Mazda of *********** to ensure an honest evaluation and avoid further dealings with Hawk Mazda due to prior concerns about transparency. Their technicians, certified by Mazda, confirmed engine failure (documentation attached). By suggesting I return to your dealership for another diagnostic test, are you discrediting Mazda's own certified technicians? This raises serious questions about your intentions and the integrity of your practices. I am already burdened with paying a car note and insurance on a non-functioning vehicle. I am relying on rideshares and public transportation to commute to work, buy groceries, and pick up my children from school. I am demanding that Hawk Mazda: Cover the full cost of replacing the engine, or Pay off the remaining balance on the vehicle loan to allow me to purchase reliable transportation. This truck is clearly a lemon!
  
  Sincerely,
  
  ***** *********

  

  Business response

  12/09/2024

  As stated earlier, wed be more than happy to give this customer a second opinion on repairs.

  Customer response

  12/15/2024

   
  Complaint: 22629259
  
  I am rejecting this response because:

  What is the purpose of conducting another diagnostic test when the vehicle has already been evaluated by certified Mazda technicians? The previous diagnostic test clearly confirmed "engine failure." If another test yields the same results, as it will, is Hawk Mazda prepared to either replace the engine with a new one or pay off the remaining balance on the loan for selling me a defective vehicle?
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2023 Mazda CX50 from Hawk Mazda in September of 2022. On March 20th I was hit by the tire of a semi truck on Hwy. 70. The truck drove off, could not see license as the tire hit the car in front of me first. I took my car to be repaired at ********************* in ********, close to my house so I could walk home. I was told the parts would be in and I could pick p the car in a few days. That was on the 28th of March 2023. The damage looked minor. I was told the car could not be driven without these new parts as it would be dangerous. Since then I have been in constant contact with Mazda Customer Experience, Plainfield ****************** where I bought the car and just keep getting "sorry, nothing we can do". I have been without a car for over 4 month, have now been given my 5th tentative delivery date of September which is not more firm than the last 5. I am paying insurance, parking in my building and making a car payment and have no car. I have a case number with Mazda, they tell me it is elevated. How long does this go on without Mazda suffering a bit financially instead of me. A year? two? I can't afford another car because I am paying for this one. At this point I would take a rental, a loaner, a part out of one of their cars or, they can make my payments for me every month. No one has done anything but tell me there is nothing they can do.

  

  Business response

  08/01/2023

  We believe the customer should work directly with her body repair shop and Mazda. Hawk Mazda does not have possession of this customers vehicle, we have no control over the speed of repairs nor the availability of parts. Her insurance company and or the the shop her vehicle is at should field questions about a loaner. I am sympathetic to this customers frustration, however we are not involved in any way, other than the fact we are the original seller.

• Initial Complaint

  07/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I bought a new 2022 Mazda CX-5 from Hawk Mazda of Joliet. When they sold me the car they didn't mention a $400 charge for *** etching. I later found out about the charge when I drove the car home. There were no entry for the vin etching in the sales documents. I calculated the charge by doing some math. I also looked at the windows on the car and didn't see the *** etching. In short the dealership failed to mentioned the charge of $400 *** etching and didn't even perform the etching on the car windows.

  

  Business response

  07/22/2022

  Check number ****** in the amount of $399 was sent to the lienholder, Mazda ********* Services today. *** tracking number 1ZV135280198586457.  I cannot speak to how quickly MFS will apply the credit. I would imagine the customer will be able to see the credit to their account in the next 10 business days.

  Customer response

  07/25/2022

   
  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,
  
  ***************

• Initial Complaint

  06/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 2022 CX5. A week or two after purchasing the car I noticed a charge for *** etching. The service was never discussed with me nor was it performed on the car. I have made several attempts to contact Hawk Mazda in regards to this issue. Emails, social media, letter, phone calls (message left) etc Hawk Mazda has not responded to any of my messages in regards to this matter. What was discussed with me was paint and fabric protection that was forced to purchase in order to buy the car. When an explanation of the charges was gone over with me the *** etching was never mentioned but on my copy I saw that I was charged for it. I'm requesting that they refund the charge for the unwanted service that was not performed.

  

  Business response

  06/21/2022

  We have refunded the $299 per the customer's request. We have sent our check #****** to PNC Bank (lienholder). ***** Tracking number 1ZV135280191394364.

  Customer response

  06/21/2022

   
  Complaint: 17449270
  
  I am rejecting this response because: I was charged $399 not $299. I want the full amount refunded, why should I have to settle for a partial amount for services that were not performed at all?
  
  Sincerely,
  
  *********************

  

  Business response

  06/21/2022

  The actual amount sent was $427.92.

  Customer response

  06/21/2022

   
  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,
  
  *********************

*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. ↩