The Ford Store San Leandro - Service Center

I took my vehicle in for service on Friday, and arrived at my scheduled appointment time or a "service engine light" on my 2001 Excursion. I made it very clear I would need the car the same day. My servic at my scheduled appointment time or a "service engine light" on my 2001 Excursion. I made it very clear I would need the car the same day. My service advisor, Cornelio, asked me to sign the receipt which indicated a 280.00 fee. I asked him if I was going to be charged that amount. He stated I would not be charged until I agreed to the estimate set forth by the diagnostics performed. I called at 11:40, which was over 3 hours after I dropped the vehicle off, and was informed the vehicle had not been looked at. I had to call again at 1:40, which is now almost 6 hours after dropping my car off and was again told it had still not been looked at. At 3:40 the technician called to inform us a computer issue had been ruled out, and he thought it MIGHT be a transmission issue but could still not entirely rule out a wiring or computer issue. The technician then told us, the car would not be ready on the same day, and probably would not be ready befor end of day Monday. My husband explained that we had made it very clear the vehicle was needed the same day. The technicians response was "come on man, give us a break. We are still working on vehicles from 2 to 3 days ago. My husband said to put the car back together and we would be on our way to pick it up. We were billed the 280.00 which we were told we would not have to pay. When I complained to the service advisor, Dan Andrade, he told me I promised to pay that money for diagnostic. I asked him how we could be responsible for anything other than a baby sitting fee since my car sat there all day and they were still clueless as to what was going on. I paid the money, filed a complaint with the better business bureau, and even got a call from Tom McNabb who agreed with me, that I had been charged a baby sitting fee. Tom asked what could they possibly do to regain our trust as customers. My response was to refund our money. By not refunding our money, they have lost us as future customers and have clearly shown their customers are only important at the time a new vehicle is purchased. More