I brought my eldery mother's Escape there because she received a recall notice in the mail. Because they have unfriendly service hours (not open in the evenings or weekends), it took quite a while before I could arrange for time off work to get her and the vehicle down there to get this done. The service advisor told me that the recall correction period expired and we would have to pay to get the recall completed. We bought the vehicle from Twin Hills - so they know that it was only driven about 2500 kms since it was purchased. I ended up calling Ford's head office right there in front of the service advisor, but they didn't care either. The customer service rep was really friendly - but useless in bringing forth a solution or even a slight hint of a compromise. She just read the letter back to me. I felt like we were a number, and we were being processed. We immediately cancelled our service request (we were also there to do some other maintenace). We told them that if this was where they stood on the matter that we were bringing our business somewhere else. They did not give a shit. They just watched us walk out. Apparently, they do not understand the concept of how a small goodwill gesture towards their client would benefit their business. It takes some wisdom and business acumen to understand this. It's irrelevant how long you've been in business. If this is how you've trained your staff to care of your clients, then you'll eventaully pay dearly for that. I'm handling these duties on behalf of my father who suffered a serious stroke last year and it just left a really ugly taste in my mouth. Conclusion: We will never buy from Twin Hills again. We will never have any of our vehicles serviced there again. I manage a fleet of Fords as part of my job - but I will never bring them there again. Finally, as long as I am walking the face of the earth in and around these parts, I will always have a story to tell about Twin Hills to anybody who will listen. Well done Twin Hills!