Premier Ford of Bay Ridge Service

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Bay Ridge Ford Service: I came in 6 month ago to take care of a recall and was told by service center manager Rocky that the recall on my 2013 Ford Explorer does not need to be resolved. He told me not to worry about it since there was no apparent smell inside of the car (not trying to question this troubleshooting tactics, I just never knew that a problem of this magnitude can be simply dismissed by smelling the car). Turns out I need to take care of the recall after all and its related to my gas tank. My wife and my daughter drive this car daily- words cannot express how I feel about this entire situation...So I came in second time around (this Saturday) to take care of my first oil change - I spoke to Kwesi - who is amazing by the way - the best person to deal with by far in this service center. He was very polite, professional, respectful, etc. He told me I will get free oil change and will need to pay $19.99 for tire rotation. He also told me that my recall will be taken care of and he could not understand why it wasn't done the first time around. I was asked to come in on Tuesday (today) at 7:30am. I was told that I will get a loaner car so I can travel to work and my wife was going to use this car to pickup our Explorer tonight after it was serviced and everything was taken care of. When I came in at 7:30am today fist I spoke to Max who was not very helpful and very rude. In his own words he told me there is no loaner cars and that he does not know anything about anything and that he cannot help me, that he works in a different department and I should find someone else to talk to. Thereafter I saw Rocky who was extremely unprofessional, rude and unhelpful. I am not going into specific details regarding what he said to me but I can tell you this much - I felt helpless that a manager of the service center is actually the worst person to deal with - I could not believe this. I was in shock that someone who works is customer service and provides guidance to others in this service center could be so rude and especially when it was uncalled for. All I wanted is to get my oil change and service the recall on my car. In return I was yelled at, I was spoken to like i was some kind of a punk on the street - all this in front of other people there. I cannot believe that Ford has people like this working in customer service. I mean, he is not a mechanic, his job is to help people like me, to coordinate and manage other technicians. I can only imagine that others before me had these issues and will continue to have issues like this in the future unless someone from Ford upper management steps in to investigate. I will make sure of this. I will reach out to Ford myself and will escalate this issue further (as high as I need to until I feel that this issue is resolved). Bottom line is - do not use this service center unless you need to get things resolved under warranty and you have no other Ford location to go to. If you scheduled an appointment its not followed anyway and you will wait all day just to do oil change. People here do not communicate with each other so if you spoke to one particular person you can be sure that no one else will know about your problem. If one person tells you that you will get free oil change - make sure to get it in writing because next time you are there no one will honor or confirm what you were told - unless you can actually find the person you originally spoke to - which could be pretty hard to impossible.