Write letters! And don't stop with just Ford Service, find out the name of the person in charge of the whole shebang and write a letter directly to them. Oh, and there is always the biggie-- make a big fuss in the showroom, especially if there are female customers!
I am glad that they are going to give you a refund. I am still waiting on my refund for a bogus "diagnosis" fee. Glad you found a mechanic you can trust.
