Napleton Ford of Oak Lawn

I had my vehicle in for a roof rail recall in December. I brought it back in January for an oil change and to have the roof rails checked because one was loose and the plastic pins used for the repair were n brought it back in January for an oil change and to have the roof rails checked because one was loose and the plastic pins used for the repair were not sitting flush with the rails. The oil change was completed and I was told the loose roof rail was fixed and the repairs were in accordance with the directions from Ford using a template provided by Ford and the pins will stick out. I later received a text asking to give my rating of the service. I gave a poor rating because I was not satisfied and shouldn’t of had to bring it back after the first repair. After my reviewI received a message from the service manager asking me to call him to discuss my concerns. I called, left a message and never received a call back. The other day I went out to top off the washer fluid and when I opened the hood I found oil all over the engine compartment because the oil fill cap was not put on. I found the oil fill cap laying on the top of the engine. Mondaymorning at 7am I brought the vehicle to Hawk service. After showing them the issues they said I would have to come back after 9am to talk to the service manager so he could set up sending the vehicle out to have the engine detailed and address the roof rail problem. I then took my vehicle to another Ford service center to have them look at the roof rails before I brought it back to Hawk. The other service center told me the rails should not be loose and the clips should be flush with the rails. I bought the vehicle to Hawk after 9am and saw the service manager. He apologized for the oil capmistake and said they would clean the oil up using brake clean. He also said he would have the roof rails fixed because he was able to do something his technicians and service writers couldn’t and push 2 of the pins in flush with the rails while talking to me. While In the waiting area I searched for how to clean oil sprayed in the oil compartment using brake clean. A couple articles said it shouldn’t be used because it may damage paint and plastic. I walked over to the service manager to ask him about what I read and he immediately replied “if it’s on the internet it must be true” to which I replied “just like how the internet says your service department is exceptional”. I wasn’t saying what I saw on the internet was true I was only asking if using a brake cleaner is the right method for cleaning oil off of the engine compartment. I did not need him accusing me of believing everything I read on the internet and I let him know that. The service manager then accused me of wanting to have the employee who made the mistake fired and asked me if I ever made a mistake in my job. I told him I never even implied that I wanted anyone fired and again I was only asking a question. He then explained that they use brake clean as recommended by Ford and it will not damage anything. I thanked him for explaining that and addressing my concerns. He apologized and made the excuse that he was having a bad day because 2 people were out sick. I understand people have bad days however I was there because the roof rails were not fixed correctly the first or even the second time I brought my vehicle in along with having to bring it back for the oil issue. We all have bad days but don’t take it out on me, the customer, who is now waiting over an hour for repairs that should have been addressed correctly the first time. Eventually, the vehicle was done and after I had to ask for paperwork that documented the work performed, the service manager and I went over the work. The engine compartment was cleaned up fairly well and the roof rails pins seem to be installed correctly and are flush with the rails. The service manager again apologized and said he was sorry if he said something to offend me. He reiterated that I caught him on a bad day. He gave me a coupon for a free oil change. More