Beach Ford Virginia Beach

I took my 2022 Escape to the dealership that I purchased it at, for a replacement rear hatch seal under warranty. I was told by the assigned Advisor that she would check if the part was available and notify me before my appointment if it needed to be ordered. The morning of the appointment I called to verify if the part was in, since she never called. She informed me that no action was taken because she didn't know my VIN and I needed to pay for the part anyway. She was surprised when I reacted in disbelief at her incompetence, as I explained that the scheduler who made my appointment had my VIN and she sits in the same room, and the part is under warranty which she could have verified online with Ford. I also reminded her that she told me I would be contacted concerning the part status prior to that morning. She put me on hold, then told me it would be taken care of at no charge. Days went by and the only word from the dealership was an email asking why I missed my appointment. So I called and informed the service dept employee who answered of the facts so far, and got a call back from a "Customer Relations" rep who was very pleasant and finally ordered the part, sent someone to get my vehicle on the right day and bring it back with the work completed.