Purvis Ford

Brought my 2020 Explorer in for three things: 1. Oil change 2. Camera recall 3. Weather stripping issue. First two completed no problem. Weather stripping had somehow gotten behind passenger window on left side of window frame. No idea how it happened but window would not roll up on its own. Had to pull up by hand to get it to go all the way up. Left it alone in anticipation of getting it fixed. After several calls to check up on progress I was told that part of the window part had to be replaced, that the mechanic had said the frame part has scratches on it "implying" that some one may have been trying to break into vehicle which would have turned it into an insurance issue and not a warranty issue. When I called I was told about replacement part but was not told at that time whether there was going to be a charge for window part. When I got to the dealer I went to the pay window and I was handed the paper work and saw that $382.00 was being charged for the window part and labor. Knowing that was not correct and my 36,000 three year warranty should have covered it, I walked away from the payment window and spoke to the person I had been dealing with all day in regards to repairs and maintenance. I said, "So what is the issue with the window again?". He said it looked like the window had jumped track or something along those lines. I then stated that it should be covered by my warranty to which at that point he seemed surprised that I brought that up but immediately agreed. I then asked him why I was being charged $382.00 at which point he said I shouldn't be. He went and looked at my paperwork at the pay window, shuffled some papers behind the pay window, brought out some form and told me the incorrect code had been used. At that point I said, "That's it?" and he say yes that was it and handed me my keys. I said, "Nothing else?" and he agreed nothing else. So: 1. I was told over the phone that a replacement part was used to fix the window issue with an implication that something may have been done to it but not whether there was a charge which left that open ended. I owned a Ford vehicle for five years prior to this one and every time maintenance was done on that vehicle I was always given a total amount that would be charged over the phone prior to picking up, even if it was just for an inspection. 2. If I had not known to challenge the paperwork at the pay window I would have wound up paying $382.00 for work that was obviously under warranty. That "mistake" should have never been made in the first place. 3. I was not offered to visually inspect the part they said was replaced. 4. When the person I spoke to who said that was it no charge and that I was good to go, no adjusted paperwork reflecting either the work or maintenance was offered or given to me for my records. I still have not received any. 5. In regards to the first question I would not recommend this dealer for maintenance and I would recommend that the GM conduct training on his maintenance make sure this kind of "mistake" does not happen again. 6. If anyone asks me why I didn't ask when being called about any charges or why I didn't ask to see the replaced part or why didn't I ask for corrected paperwork the answer to that is I shouldn't have had to in the first place. That information should have been offered to begin with.