Firstly "Emily A" is just a part time marketing person, she watches reviews on Yelp, there is no help from her.
Since the shop service I contracted 3 "new" issues, but I couldn't go without a vehicle again for another week, so I kept on driving it thinking it might clear up on its own. Coincidentally at 1 mile beyond factory warranty I simultaneously got a service light and a low tire pressure messages. I called for Brian the service manager and Mr Spencer the general manager & nobody return any calls after a week. I even drove down to the dealership on Saturday & they reiterated I was required to make an appointment, pay another 85 dollar diagnosis fee, and I needed to get an extended service contract. I also reiterated it just came out of the shop so what about workmanship warranty? He said their hands are tied, i could only make an appointment & pay the fee to discuss options. Ridiculous!!!
My original review I said they are nice people, just the service department is buried. I am updating my review for obvious reasons and after they requested I give them a 5 star rating on an email survey I would be receiving. They said anything less then a 5 star is the same as a 1 star and people's jobs could be at stake. Maybe Ford should look at Yelp reviews instead.
I really don't think they have the customer's best Interest in mind, they are there to sell service contracts and cars, it is very evident. It is really a shame to see this happening to American brands, I learned my lesson, I'll be trading it in elsewhere, I do not recommend Bell Ford for service needs.