My wife was needing to schedule an appointment to get a scratch/dent repaired since we had paid for coverage on our lease. We called on a Saturday and it took until Wednesday to get the appointment set up. Alex Guzman (sales manager) was not interested in helping myself or my wife since it had nothing to do with a purchase of a new vehicle. When I told him that we needed to use our dent coverage, I explained that it was more of a scratch and asked if that would be cover. He said yes as long as it was not bigger than the size of a baseball. He said he would have A service advisor call me later that day on Saturday. I never heard from him on Saturday, so I followed up on Monday as well as my wife. I called Alex and he did not answer. I sent him an email and he finally responded. I was not available when he called, so he left me a voicemail and said he was too busy and didn’t have time to call back on Sunday. I called him back and spoke to him and he said he would have a service department gentleman named Parker call us to coordinate an appointment. Never got a call back on Monday. Waited on Tuesday and never got a call or email. I called on Tuesday and requested to speak to Parker, he was unavailable and I left a message for him to call my wife. My wife also called and left a message for him to call her. He never called back on Tuesday. I called on Wednesday to let Alex know that Parker never called. Alex did call back and spoke to my wife. My wife was frustrated at this point and explained that it had been 4 days since we were trying to get an appointment and no one seemed interested in helping us. Alex response was, it’s not my job to schedule the appointments and Parker needs to schedule it. I am trying to do you a favor by having him call you. Last time I checked, it’s the entire company’s responsibility to help the customer no matter the department. In fact, Alex told my wife that she needed to tell Parker that her being upset is Parker’s fault for not following up with us and it’s not his department to help customers who need damage repair. Parker finally got in touch with my wife on Wednesday. My wife was upset when she spoke to Parker and explained everything. Parker was nicer about the situation and was able to schedule an appointment for Friday. In addition, Parker said he had only found out from Alex on Wednesday that he needed to call us. Whereas Alex claimed that he informed him on Saturday. Friday rolled around and Parker asked my wife to send a picture of the damage. She took pictures and forwarded to him as requested. He responded and said the scratch was too deep and the whole hood would have to be repainted, therefore they could not cover it. My wife decided to go in anyways because we needed the car appraised. When the guy was done with the appraisal, he said he didn’t even notice the damage on the hood. Yet the damage repair warrant would not cover it though because it was too deep. Alex was rude to my wife while she was there and pretended to be interested in helping her but he was not. Ultimately, I would not recommend buying and/or having your vehicle serviced at this location. Go to Sewell Mini of Plano!