We've been dealing with them for about 15 years now. We've leased 4 vehicles and purchased one in that time. There's been good times, and there's been bad times. After today, regardless of the outcome, I think we'll be severing our ties with them.
My wife brought our 2008 Ford Escape in for an oil change, check-up and tire rotation. After the service and paying the bill, they mentioned to her that they "noted" there was some door damage. She didn't think too much of it. We have the odd minor door ding here and there, received from not-so-careful people who park beside us in mall parking lots. Who doesn't?
When she got to our Escape she saw this.
She walked back into the dealership and told them that this was not there before she brought it in.
The guy at the counter went to speak with the people who worked on our vehicle and, not so surprisingly, came back to say that nobody knows what happened.
They told her that the customer service manager would call her on Monday. She tried to get the name of someone higher because we've dealt with him before and he lacks customer service skills. She didn't get very far. Apparently, his boss is Jim Keay himself, and nobody there seems to have any contact information for him.
She also had to tell them to take photos of the damage for their own record. She had two photos taken with her cell phone, but they would have had none.
I'd like to think that they'll immediately own up to this and make good on it, but based on our history with them I fear this isn't going to be easy. Someone there already had the chance to come clean and chose to lie.