Dorsch Ford Kia - Service Center

I had a 9:10 am appointment on 1/17/2024 to get 4 new tires, along with an alignment and balance. Everything was fine until I received a text from Sam at 11:24 am saying they won't be able to finish my c tires, along with an alignment and balance. Everything was fine until I received a text from Sam at 11:24 am saying they won't be able to finish my car by 12:30 pm (I had another appointment for my infant at 12:45 pm in De Pere). When I checked in I let Sam know I would need a shuttle at 12:30 pm if my car wasn't finished. Kudos to her for remembering and documenting that, however the reason I was given in that text was that they were having a few issues with the alignment machine. After inquiring with her at her counter at 11:45 am, I was informed the machine was not operational and they had to have someone come and fix it and that it could be 2-3 hours before that happened. Someone should have come and talked to me in person about the issue, as they knew I was in the customer lounge, but instead I found out in a text message I ended up opting for a shuttle home at 12 pm so I could go a required 12:45 pm appointment at Bellin in East De Pere for my daughter. I have 2 children mind you, including a child in school/daycare combo program too, and when a customer is expecting to go home with their car at the promised time and does not, it is an unacceptable situation. I had to rearrange a good portion of the afternoon since we now only had one car. At 2:58 pm I called back and someone in the service department answered (they said this is so and so and their department). I clearly explained to the person who answered that I had an issue earlier having my car completed due the alignment machine not working properly and asked the person to find out if my car was done. It should be obvious I needed an answer from my explanation of my predicament, but after the person determined it was Sam who was handling my appointment, I was immediately sent to Sam's phone. Instead of the person finding out if Sam was actually there in the first place I ended up with her voicemail. The person should have seen that Sam wasn't there and determined for themselves the status of my car. It's called working as a team. I did leave Sam a voicemail. At 3:24 pm I called back myself, as I still had yet to receive a status update on my car by phone or text. I got Jennifer (I believe) who I then explained my predicament to, at the end of which she put me on hold and ended up determining my car was ready after speaking with another individual, perhaps Sam. At 3:30 pm I then received a text saying my car was ready. After returning to the dealership, I asked Sam "At what point did the machine break?" while she was getting my paperwork ready to which I received a blank stare followed by, "Oh it's an old machine and it breaks a lot" as if it's a common place thing. To me that is concerning. Why would you continue using a machine with a history of multiple failures (if that is indeed true)? How long has it been breaking down? Was it broken before my appointment began? Did it break after I arrived? I've been driving for 23 years and never dealt with such tomfoolery. I honestly deserve more answers as I would have cancelled my appointment if the machine was not operating properly. Why would I waste 2+ hours of my day if the work can't be completed without delay? Why does the dealer not have a second machine capable of handling the situation? When I inquired with her about getting a partial refund or a credit towards my $1,400+ bill I was met with a blank stare and had to say something 3 times about how I wanted to speak to a service manager, before being offered a free oil change by Sam. I reluctantly agreed to that because Sam didn't break the machine and I just wanted to leave. She simply gave me a "what do you mean? we don't do that vibe" when I asked about a credit. I gave this dealership a second chance after last year's debacle and I am sadly regretting it. I wanted a credit for today's bill for all my trouble but was clearly rejected. To me one free oil change is woefully inadequate. More