Gateway Ford

I bought my 1st new Ford from Gateway in 1985. I've bought all my new Fords (15) there since - 30 years. I've given fantastic reviews/surveys of their sales and service for all those years. I've influenced family members and many friends and coworkers to also do business with Gateway. But the last several months, I (& my wife) have been treated rudely & unacceptably by this business!! We have had to get Ford Customer Care involved numerous times to get repairs completed. I'll relay our last 2 repairs to my wife's Mustang. Repair issue #1: My wife's car left her stranded on the side of a road several times (she is 66!). Gateway was repeatedly unable to find the cause. They eventually thought it was a specific part but did not want to replace it. Ford Customer Care pushed Gateway to replace the part & also agreed to only charge me 25% of the part's cost. Customer Care told me that every dealer has a pool of funds to be used in situations like this for their "prime" customers. Customer Care also confirmed that looking at our record of purchases with Gateway that we should have been considered a "prime" customer - but were not! When we got Customer Care involved, they called Gateway's Service Manager (Alan Wozniak) to find out what was going on with our car. He denied knowing that our car was even in their shop!!!! However, my wife had called him & he told her when to bring the car in and she did so, including showing him the car and giving him the keys. He knew her well from her previous visits there and the car is a bright yellow convertible - hard to miss!!! He flat out LIED to Customer Care & they now have documented this. The "forced" repair by Customer Care corrected the "leaving my wife on the road" issue. Customer Care gave us an extended warranty (Used Extra CARE) to help make up for the unacceptable manner in which Gateway (Wozniak) had treated us (specially my wife). Customer Care informed Wozniak of this action, so he would be aware of the additional warranty. Repair issue #2: Same Mustang as in #1 (my wife's car). My wife notice a "radiator type smell" inside the car's interior. My son & I checked and found water running from the water pump area. My wife took the car to Gateway and waited while they tried to determine to issue. They could not find any leak. A few weeks later we found the radiator water losing level. My wife took the car back to Gateway. Again they could not find an issue with the car. That was couple of months ago. My wife has repeatedly called the Service Manager (Alan Wozniak), trying to get the car back in the shop to be repaired. They agreed to furnish a "loaner" during the repairs. She continued to call and Wozniak, continued to say he'd have a "loaner" in a few days. He also told her to go rent a car! He told her to stop calling - saying he would call her. He has NEVER called. He also could not tell us what damage may be happening with the water disappearance - apparently into the engine, as it is not running onto the ground. On Thursday, 10/23/15, at 4:20 p.m., I called Ford Customer Service (Brian) seeking their help again. After documenting this info, Brian put me on hold and called Wozniak at Gateway. Brian switched back to me and said Wozniak was sorry but by early the next week (confirmed as meaning by 10/28 - midweek) that he should have a "loaner" and would call us. Brian also confirmed that there is no documentation at Gateway of either of the latest 2 repair attempts - no indication that our car was even there. Wozniak admitted that he had decided not to document these 2 service attempts. Brian has documented them in the Ford Customer Care case file. Well another LIE! He has not made contact with us yet! Yesterday, 11/16/15, at 4:35 pm., I called Customer Care (Cassandra). She confirmed that all documentation is in place and that Wozniak told Brian that he would have a "loaner" for us 2 weeks ago!!! She recommended we not use Gateway again! Additional info: First, the warranty granted us by Customer Care (& Wozniak knows about) covers car rental ($30/day) while our car is in the shop for a covered repair! So why did he tell my wife to rent a car when he should be aware of warranty coverage details - isn't he the Service Manager!!! Customer Care says Gateway should set up the rental vehicle and its cost will be paid directly to them through the warranty. And if he really wanted our car in the shop why has he been so discourteous - not 1 call to keep in touch or to tell us the "loaner" fell off the end of the Earth!!!! Secondly, Gateway's owner (Greg Waddell) passed my wife standing in the hall outside his office on one of her visits and he "snubbed" her - ignored her. He has always acknowledged her since 1985. He has borrowed one of our new Mustang convertibles to use in the Ponchatoula Strawberry Parade and attended our daughter's wedding! We call Ford Customer Care for help and now he's a "snob"! Lastly, CUSTOMERS BEWARE!!!!!!!!!!!!!! Buren & Bonnie Hollis