Bum deal. I'd skip all of the low level people (sales managers, service managers, etc.) and go straight to the general manager or owner. He likely has no idea how your dealings are going and ultimately his his reputation and the reputation of his business on the line.

And, having spent over fifteen years of my life working in the automotive industry, I don't think very highly of anything Ford puts on the road that isn't a full sized truck. You didn't ask for my opinion but I'd look for something with a better reputation for dependability and longevity myself.

Best of luck to you.