Brought my 2011 Expedition in for it's last Extended Warranty Services. Had a laundry list of what I considered legitimate repairs. Out of the (8) concerns, only one was found to be repairable... replace a rear AC Actuator to stop a thumping noise when the Fan was on in the rear. After 3.5 days, a rough ride to get the rental car returned and pick up my Expedition by 6PM (How does someone with a 9-5 job get their car picked up by 6PM with rush hour traffic, there were 2 other guys picking up at 6:05PM as well, doors were locked), AND guess what? The AC still thumped when I turned it on the way home (service was already closed mind you). Spoke to my service rep the next morning, he was certain they could get me in on Monday at 8AM, right in and fix it in an hour or less. I arrived this morning at 7:55AM, my service rep was off today, but they took me right in...or at least I thought (they had no notes of my call with the rep on Friday, had no clue I was coming in). At 10:30AM, I was informed, by gosh, it IS a second Actuator in the rear, and they could repair it in 1 ½ hours. They had the part this time, and would get it taken care of, but of course there is a co-pay every time you bring your vehicle in for service (Did your eyes just get large and you want to scream at this review???). I let the service rep know as politely as I could, I need to see the manager on duty and I will get that taken care of. ~6 minutes later, he returns, and is so proud to tell me he will take care of the co-pay this time. The manager is busy right now, tied up but if you want to see him later, they will let me know (what should a manager do in this situation???) So, noon rolls around, I walk outside and My SUV is on the curb...but no one came to get me. Reminder, I have been waiting for 4 hours for the 1-hour of service from 8AM -9AM that I was guaranteed on Friday. Just not feeling the love at all, and I cannot in good conscience promote this bad service, from top (Manager, go see your upset customers, walk TOWARD the problem) to bottom (Not sure who is really on the bottom, but let's start with the service reps at the desk). Sorry guys, you dropped the ball on this one, and unfortunately I cannot let this one slide.