Purchased the 2-year discounted service book with my certified truck. Was unable to use it, went through 2 Managers, 3 Reps and was over 2 months and 3 miles overdue for included services because... they've had hiring problems, they've had Techs leave, they didn't have appointments for 8 weeks, they didn't have a loaner to provide BUT, I could leave my truck for the entire day and they should be able to get to it and I could even wait in the lobby or come back. Completely unacceptable to sells services you cannot provide or realistically deliver. I did get to two Managers I though could help given the situation only to have an appointment made "not show" and the new Manager explain that's why he's gone. After pressing him, thought I was getting a resolution in the form of a refund of the book, was told I had to deliver it to them to do so. Even though the book is registered to me and my vehicle and they could insure it wouldn't be used, still made me yet again lose time, waste gas and time. When I arrived was told the new Manager would be with me shortly only to wait about 25 minutes to find out he wasn't in or available for the day and I had to leave it at the desk where they refused to provide a receipt. Meanwhile, I emailed clearly outlining that I didn't expect pro-rated charges and offered them every opportunity to outline the process. Ultimately, I received a partial refund. I called to discuss and as with the prior occasions received nothing but excuses. Unacceptable by all counts! Fortunately, other dealers and service centers seemed to have enough Staff, could keep them and schedule. I DO NOT recommend Phil Long Ford and intend to take reciprocal action for all my lost time, efforts and travel throughout this ordeal. Buyer BEWARE!