AutoNation Ford Mobile

I scheduled my appointment for a recalled item as well as a service issue I was experiencing a month and a half in advance and waited patently for my allotted time. When I arrived, I was asked if I was dropping my vehicle off or waiting. I said waiting as it is my only vehicle and I needed my car. They said they could complete my recall but not the service issue. That would take 4-5 days to diagnose. I asked why since I had scheduled an appointment would it take that long for a brake light and leak in my back window. They said I had 70 people ahead of me. I said why would they schedule someone with 70 people ahead of them? He said “I’m just advising you. We can do the recall while you wait”. I said I need the leak fixed and I’ve waited a month and an already. I asked why wouldn’t they advise a customer at scheduling of this. He had nothing to say. I asked what options I had to get this fixed while I waited. He said I could take it somewhere else. I said it’s a factory issue, I need a dealership. He said there’s another across town but the wait will be longer. I advised him of my shock that customer service has gotten so poor everywhere as his coworkers only looked up from their computer screens in disgust. No manager came over to de escalate the situation. I’ve worked in management and customer service my entire life. This situation could have been handled so much better. I waited for my recall to be done two hours as other customers came in after me and left before me for service issues ranging from oil leaks to transmission. Obviously they were not dropping off for 4-5 days for their diagnostic work and had more complicated issues. I also listened to the techs on the phone with customers and their whole demeanor was surly and uncaring. No manager even came out to apologize or address my concerns. I bought my Ford in another town and believe me I am extremely hesitant to ever buy another in this town because of my experience and the fact even having a factory recall serviced is practically impossible in this town. This dealerships service department will definitely keep me from using them in the future or recommending them. And after reading the reviews already I see it’s a known problem. But like I said. It’s across the board with Ford dealerships in this area. Not the case elsewhere or I would not own mine which I love.