First of all, to be fair to Hallmark Ford, another Ford dealership already left a bitter taste in my mouth for the company. Hallmark Ford’s sale team has also been decent, but all it takes is one terrible experience at the Service Department to make any shred of decency fade. I had called a few weeks ago, to schedule service for my 2014 Ford Focus as the car jerks all the time. Apparently, it’s a known issue and from what I can see online a lot of people would love to file a class action lawsuit against Ford because the acceleration is awful. So, I work 8:30 – 5:00, I have school 6:30 – 9:30. There’s a limited window for me to work with. If they offered full service on the weekend, it would be no problem for me to deal with the runaround BS and waiting, but the only time I can get the service for this issue is during the week. So, I explained my situation. We arranged to drop my car off at 5:30, and pick it up the next day. I would also pick up a loaner vehicle from the dealership as well so I could be in and out super fast and still get to where I need to go. They confirmed this would be the case. Now, earlier this week I called in to check and see if I could drop off the car during my lunch hour instead and pick up the loaner then, I did specify between 12:00 – 1:00. I also wanted to confirm that my warranty would handle this. I’m going on a Road Trip August 4th and wanted things perfect for then. So, the person I spoke to said they could get a rental for then, and confirmed I still had the remainder of a 5-year warranty so that the work would be covered. This was also confirmed and that there was a 10-year warranty on the transmission. So, everything sounded great! Fast forward to the day of. I get there, and suddenly now I am getting the whole story because no one bothered to tell me on the phone. First thing that went wrong – I get there, and they tell me someone will pick me up and take me to Enterprise to do the paperwork for the loaner. WHAT? I am on a time limit, I thought I was getting a loaner from the dealership, I didn’t know I’d have to go to the rental branch. This should have been detailed on the phone call. Second thing that goes wrong – The warranty explained to me wasn’t correct. It’s 3 years for the electrical, and it’s expiring in a month. Why didn’t anyone tell me that on the phone. I’ve always been told 5 years. Absurd. Third thing that goes wrong – there is no rental car available for another half hour at least and they want to try to call another rental company. You know what? I do not have time for this. I have work, school, kids, and I explained how busy I am. So, I was unable to get service today, and I walked out very upset, and crying. I don’t even know if I’ll make it in before my warranty expires August 21st so I have to deal with screwed up electrical on my steering wheel for as long as I own the vehicle. I wasted more than an hour of my time, and 34 KM in gas to get back to work. Ford needs to be more forthcoming with the information. If I am calling in, that’s the time to give me that information, or find someone who can. Once my car is paid off I will never deal with Ford again, and I will ensure to any one else out there to go to Toyota, or Honda, or Mazda, or any other car company. What an awful experience.