Herlong Ford

The service department at Herlong is horrible. I called to schedule an appointment due to an air conditioner issue and a check engine light on my Ford Escape. I was told that the earliest appointment was 3 to schedule an appointment due to an air conditioner issue and a check engine light on my Ford Escape. I was told that the earliest appointment was 3 weeks out. I had no choice but to wait because my warranty only covers repairs at this location which is 35 miles away from me. I dropped my vehicle off on the day of my appointment 8/23 and was told they would call me as soon as they have a diagnosis. My appointment was at 1PM so I called around 2:30 to see if they had any info yet. I was told it was still being diagnosed. I waited 24 hours and called back and was told they were busy so they would call me back. More than 24 hours later, never received a phone call so I called back. A gentleman answered the phone and told me that they haven't looked at it yet because they weren't clear on what needed to be diagnosed. He stated the lady that typically handles this hurt herself and didn't come to work that day. I'm confused at this point since my appointment was 2 days prior and I was told that day that the vehicle was being diagnosed, but I go along with it and explain the issue again. He takes the info and says he will call me back. He doesn't call back as promised but the next day a lady calls me and gives me the diagnosis along with the costs that would be due. I reminded her that I have a warranty and she stated oh yeah that's right and explained she would send it in but it could take up to 3 days for approval. So I called back after 72 business hours and was again told they were swamped so someone would call me back, should only be a few minutes. And again I never got a call back so I called back the next day. The lady that answered the phone says that she did call me back yesterday but didn't leave a message. This was a lie proved by my phone records. And if she did call, why wouldn't she leave a message. She tells me they're still waiting for approval from warranty and is now saying it could take up to 2 weeks. I asked about getting a rental since my warranty covers rentals but she stated they don't have any. At this point, I'm very frustrated and I express this frustration to the lady. She cuts me off and very condescendingly says you can always just come and get the vehicle. At this point I tell her that she is being rude and not handling the complaint appropriately so I need to speak to the manager. She says he's not available but I requested for a callback from him. She completely changes her tone and starts to show some concern and now wanted to look at other options including checking into rental options. I again ask for the manager to call me back but never received that call. The same lady called me back the next day to confirm the warranty was approved and they would order the part needed. I got another call the following day saying the vehicle was ready. 11 days after my appointment time, my vehicle is finally ready. The excuse used was they were waiting for warranty however I confirmed that the warranty request wasn't sent until 8/30, a week after my appointment. But wait, it doesn't end there. I pick up my vehicle and the air is blowing cold so I assume it's fixed. Doesn't take long to realize it's not because it starts blowing warm air again. I called them back today and get told they weren't taking any more vehicles in because they are backed up. He says it will be about 4 weeks before they can get back to it. I explain this is unacceptable since I already went more than a month without the AC and since they just had my vehicle 11 days to fix the same issue. He tells me I can drop it off but it will sit there for weeks before they get to it. I ask to speak to the manager. I tell him I was already expecting a call back anyways that I never got. He basically tells me I'm lying because he was standing next to the warranty manager when she called me back. I interrupted him and stated let me correct you but he cut me off and said "Don't interrupt me!" I stated to put the manager on the phone and he hung up. I called back and the same lady who I had dealt with before (the manager he was referring to) answered. I again explain that my AC is still not working and that I should not have to wait another month to have them fix it. I understand the techs are not perfect and may get it wrong but when this happens, there should be a priority in making it right. She tells me every customer is a priority and I could call back next week to speak to the manager because he's out this week due to COVID. This has been the worst experience I've ever had with any business! I will be looking into trading this vehicle ASAP and will never do business with Herlong again. More