I brought my 2021 Ford Explorer to Havana Ford in Havana, FL due to a rattling sound that sounded like it was in both in the driver and passenger doors, turned out to be the UNDER ENGINE SHIELDS that were loose (I stress these are UNDER my car). I had to pay for this replacement being the 2 different extended warranties I have don't cover this issue - oh of course not!!!!! . I called Ford Corp and filed a claim. I had to inform them what needed to be fixed and asking how am I responsible for this issue that is UNDER my car, not to mention I had the car for 1 year, why is this something I should have to pay $300.00 out of pocket. I received a call back after filing a claim from a Nancy Peter w/Ford on 2/8. She stated she couldn't refund me the money, but offered me free oil changes and tire rotation for 15,000 miles or 3 years all I needed to do was email her my receipt for the fee I was charged. On 2/8, emailed my receipt to Nancy and was told I would get a call from her within 10 days of sending my receipt to her, which was on 2/8. I never received a call back from Nancy 10 days later. I sent her a follow up email on 3/16 - no response!. I called the 800 # and got another repo who got me the supervisor that was on the floor that night, Antionette. As we were on the phone Antionette wrote up and email to Nancy and Nancy's supervisor asking for an update from our 2/8 conversation. Per Antionette she will call me back with an answer within 72 hours. Well no CALL BACK from Antionette, Nancy or Nancy's boss... I sent another follow up email to Nancy on 3/20. Yes!!! you guessed no call back or email back from Nancy... 2 days later I called the Ford Corp hotline again and got anther rep on the phone who would put a request into Nancy and Nancy's boss to call me with an update --- HMMMMM NO CALL BACK!!!! I called Nancy on 4/10 and she finally answered her phone and I expressed my disgust on her not getting back to me. I asked for her supervisors name and email and Nancy refused to give it to me and she would be a request in to have her boss call me -- HAHHAA still no call from her boss... this issue was handled with no care on the end user. Nancy Peter your customer service skills are horrific and you need to be retrained to do your job correctly and so does your boss whomever she is... Ford you need to retrain your CS/Claims teams and their superiors... I'm very disappointed lack of caring.