I can't emphasize enough how difficult and unpleasant they were to deal with. My Ford Explorer was recently recalled (further reading at Car & Driver http://blog.caranddriver.com/cat-back-federal-investigation-a-reminder-of-progress-with-carbon-monoxide-reduction/ ) and my family has been experiencing serious health side effects consistent with the issue needing to be addressed.
After several calls to initiate the process, I called back to schedule the recall service. They reported the parts were unavailable but they would get back to me. They didn't. A month passed, so I decided to just show up. When I did, I was "greeted" by a rather unfriendly man named Dave Ruttan. I'm singling him out here because his name is on the service order, but to be clear his attitude was absolutely consistent with what I had encountered in every previous phone conversation with Chapman's service department and director, so it's not fair to pin it all on him.
But he was unfriendly. He first discouraged me from getting the recall service at all since it was currently only a temporary fix. I informed him that I feared the health effects on my family would not be temporary, and that I expected whatever recall work could be done now, to be done now.
As soon as I had mentioned that my family was having health effects from this defect, he went from unfriendly to rude. It was very clear I was treated like a non-revenue generating customer from that drop-off through to the pick-up. But what none of those Chapman Ford employees recognized is that I have paid a cost. I have paid the dearest cost any of us can pay- our time and our health. And I expect to be treated with absolute damned respect when I have paid that cost.
Shame on Chapman, and shame on Ford.