I would strongly caution anyone considering Ravenel Ford Service Center.
I brought my vehicle to Ravenel Ford for a rack and pinion repair and ultimately paid nearly $3,600 for the work. What should have been a straight forward repair turned into a THREE WEEK + ordeal, with repeated delays, difficulty getting answers, and a vehicle that was returned to me with an additional mechanical problem that did not exist when I brought it in.
I had actually had my vehicle serviced just one week prior to bringing it to Ravenel Ford. At that time, I already knew I had the rack and pinion issue, but everything else on the vehicle, including the cooling fan motor, was inspected and came back as being in working order.
During the time my vehicle was in their possession, the cooling fan motor/assembly was damaged. The cooling fan was not an issue prior to Ravenel Ford performing the rack and pinion work. After their repair, however, I was suddenly told that the cooling fan needed to be replaced and that I would be responsible for another $800 to fix it.
What is particularly frustrating is that Ravenel Ford refuses to take any responsibility for the new failure. When questioned about how the fan could have been damaged while the vehicle was in their shop, the explanation was essentially that "only a hammer" could break it. That does not explain how a component that was functioning when the vehicle arrived became defective while the vehicle was in their possession and undergoing extensive front-end/steering work.
A rack and pinion replacement requires a technician to work in the front end area around the steering rack, subframe, steering components, and other closely positioned components. During this type of repair, components may need to be removed, repositioned, supported, or maneuvered to gain access. Physical interference, tool contact, impact, improper clearance, or mishandling can damage surrounding components. At the very least, when a previously functioning component fails immediately following major work in the same general area, I believe the repair facility should properly investigate and explain what happened rather than simply hand the customer an $800 bill.
Instead, Ravenel Ford has effectively told me that the problem is mine even though the vehicle was in their shop for over three weeks and the cooling fan was not a preexisting problem.
The communication throughout this experience has also been extremely frustrating. Phone calls have gone unanswered, getting information has been difficult, and I have felt like I have had to continually chase the service department for answers.
I paid nearly $3,600 expecting my vehicle to be properly repaired. Instead, I was left with a new problem that I know occurred while my vehicle was being serviced, and Ravenel Ford expects me to pay another $800 to correct it.
The issue isn't simply the cost. It's the lack of accountability and the refusal to adequately explain how a component that was working when I brought my vehicle in ended up needing replacement while it was in their care.
I would expect a dealership's service department to stand behind its work and take responsibility when a new mechanical problem appears immediately following extensive repairs. Unfortunately, that has not been my experience with Ravenel Ford. read more
