I brought my Ford Escape to Bill Marsh Ford for safety recall and transmission service. I have a PremiumCare Extended Service Plan, through which I am entitled to a free rental (loaner) vehicle from the first day of service for 10 days. I was also entitled to a loaner vehicle for the safety recall work from the first day of service. At no time while my vehicle was being worked on pursuant to the safety recall was I informed by anyone at the dealership that I was entitled to a loaner vehicle. With regard to the transmission work, which did not even begin until the third day after I dropped off my vehicle for this service, I was informed by two Service representatives, including the Service Manager, that I could not have a loaner vehicle until after it was determined the service to be completed was covered by my PremiumCARE Service Plan. I reviewed the Plan and concluded I was entitled to a first day free rental (loaner), and did not have to wait for the diagnostics to conclude the service was covered by the Plan. I then contacted the Ford Extended Service Plans department and spoke with a representative who confirmed my interpretation of the Plan. Upon my return to the dealership, both a service representative and the Service Manager again claimed I was not entitled to a loaner vehicle until after the diagnostics were completed and it was determined that the required service was covered. I made clear Ford's contrary position and presented my reference number confirming that I was entitled to a first day loaner vehicle. Remarkably, no one at the dealership asked for my reference number, clearly not caring to take the time to correct their misinterpretations and misapplications of Ford policy. It is also remarkable that their "misinterpretations" of service plan provisions consistently favor their business, as opposed to their customer's best interest. THE MANAGEMENT AND EMPLOYEES AT BILL MARSH FORD HAVE LOST MY TRUST. If I am informed by anyone at Bill Marsh Ford that any part of the service work to be completed on my vehicle's transmission, I shall immediately appeal their determination to Ford. It is a shame that I must scrutinize my Service Plan and second guess everything told me by Bill Marsh representatives, but they are simply unreliable and untrustworthy. In future I shall be sorely tempted to bring my Ford Escape for service to Fox Ford in Traverse City, nearly an hour away.