I brought my Ford Edge in for service at Baxter Fo...

I brought my Ford Edge in for service at Baxter Ford West Dodge after a local auto shop noticed an oil leak that might be covered under Ford's 60,000 mile power train warranty. From the moment I walked into the service center Roy Passauer took charge and never missed a beat. He called me later that day to notify me that my car needed major repairs and they would need to keep it for three to four days. He arranged a rental car for me to pick up at the dealership the next morning.

When I arrived he pointed out a couple deep scratches in my Edge's paint that I, quite frankly, had not paid much attention to. After a second look he recommended I purchase some detail paint for $10-$15 so the scratches wouldn't rust. It was the right call and I told him I'd purchase some from the dealership when I picked up my car. He said he'd have it waiting for me. As I waited in the lobby for the rental car service to "pick me up" it was obvious the entire service department was running on all cylinders. All the customers seemed relaxed and pleasant, counter to a typical experience of waiting at a dealership, because the service department staff were handling everyone with diligence, enthusiasm, and kindness. I was seriously impressed.

After I took off with the rental car, Roy kept me informed and notified me that my car was done EARLIER than expected. When I came to pick up my car (which has been through a fresh car wash) Roy had forgotten to set aside the detail paint for purchase- not a big deal to me at all- but gave it to me "on the house". I complimented him on his service personally and walked out very impressed with the whole service center.

As I started my car, I noticed my check engine light was still on. I ran inside to tell Roy, who apologized profusely, told me he would have his techs check it out ASAP, directed me to the waiting area (I was looking forward to a few minutes in there since my first wait two dos earlier was very short), and rushed off to investigate it. Roy was back within ten minutes, said an O-2 sensor hadn't been fully reconnected. For my inconvenience he gave me a certificate for a free oil change and filter and and said that even though he knew I didn't do my regular maintenance at his service center the certificate would be good for anyone who needed it.

Did I mention everything was covered under warranty?! I never opened my wallet once and I'm guessing the work that was done (new transfer case) was probably $1,000+. To get that level of service anymore these days is rare, to get it without paying a dime is even more rare, and... to cap it off... I didn't even buy my car at that dealership!!! However, if the service department is any indication of how this dealership is ran, I may need to find my way to their sales team sooner than anticipated.

Like I said, seriously impressed. Thanks for taking great care of your customers, service department, and a special shout out to Roy for going above and beyond. You made a difference.