Ravenel Ford

A Case Study in Customer Service Failure (Ravenel Ford Inc., Are You Listening?) We all want good service. As customers—and especially as business owners—we know that how a company responds when someth Inc., Are You Listening?) We all want good service. As customers—and especially as business owners—we know that how a company responds when something goes wrong says everything about who they are. Unfortunately, my son just experienced a textbook example of how not to do it. And there’s a lesson here for anyone in business. My son, a Captain in the United States Marine Corps, took his Mustang to Ravenel Ford Inc. (Ford Motor Company) in South Carolina for a routine A/C coolant recharge. It was a not inexpensive $450 service. When he got the car back, he soon discovered that the tech had failed to reattach the unit caps. A simple, preventable mistake—but one that speaks volumes. Lesson #1: Quality control isn’t optional. Every service—especially the simple ones—needs a final check. A quick visual inspection could’ve avoided this entirely. It’s not just about completing the work. It’s about doing it right. So, my son did what any reasonable person would do. He called the dealership, explained the issue professionally, and was told, simply, “Sorry.” No offer to make it right. No goodwill gesture. Nothing. When he asked to speak to a manager, he was told someone would call him. No one ever did. Lesson #2: Don’t make promises you don’t intend to keep. Saying “someone will call you” is meaningless unless someone actually does. It’s better to say, “Let me connect you directly,” or “I’ll call you myself by end of day.” Empty promises don’t just disappoint customers—they destroy trust. After his courteous follow-up was ignored, I got involved. I posted a review on Yelp and sent the dealership a private message, giving them a heads-up and a fair chance to resolve it quietly. The response? Silence. Lesson #3: Ignoring a customer complaint is like pouring gas on a fire. In today’s world, a customer with a legitimate complaint doesn’t need a megaphone. Social media is the megaphone. A prompt, respectful response can defuse frustration—even build loyalty. But ignoring the problem doesn’t make it go away. It just makes it worse. Ravenel Ford, you’ve wasted my son’s time and now mine. This isn’t about $450 or a couple of missing caps—it’s about the total breakdown of service, responsibility, and basic respect. To my readers and fellow leaders: please don’t let this be said of your business. Check your work. Keep your word. And never ignore a customer who’s trying to help you get better. It’s not just smart business—it’s the right thing to do. More

Deb (Service Manager) first wanted me to pay for a tire covered under the tire plan. Told her we traded the vehicle and no longer needed it. She said “You can’t do that!!”. She then said that “Well we’l covered under the tire plan. Told her we traded the vehicle and no longer needed it. She said “You can’t do that!!”. She then said that “Well we’ll eat the cost!”. I said it seemed she didn’t understand what I was trying to say. There was an audible “HUFF” then she HUNG UP ON ME!!! Let that sink in!! More

"Excellent Experience!!" - It was an excellent "Excellent Experience!!" - It was an excellent experience purchasing a car from Ravenel Ford!! I would absolutely recommend them to friends and fami "Excellent Experience!!" - It was an excellent experience purchasing a car from Ravenel Ford!! I would absolutely recommend them to friends and family. Tommy Holston was not pushy and never made us feel like we needed to purchase one specific truck. He was willing to help us find the best truck that fit our needs. He was also very knowledgeable about the vehicles that they were selling. We never experienced any situations where he needed to go and ask "the boss" for a price of the deal. The prices on their website are accurate and they only try to get you a lower price if possible. Overall it was such a relief to work with a dealership that cared about the customers and wanted to ensure that the customers were getting the vehicle that was best for them. More

Wonderful customer service I called Ravenel Ford for service on my 2016 Ford Escape after it kept stalling and a recall was issued. Brian was very friendly and helpful and knew I called Ravenel Ford for service on my 2016 Ford Escape after it kept stalling and a recall was issued. Brian was very friendly and helpful and knew exactly what the problem was. He made time to help me on the same afternoon and the job was completed quicker than expected. Ravenel Ford is not my closest Ford dealer, but they are worth the extra drive as Brian was polite, courteous, and went out of his way to help. After leaving, the engine check light came on and Brian advised me to bring it right back, even though it was almost closing time. Deb, the service manager, explained the options to me and offered me a courtesy car as it was late in the day, or that Brian was willing to stay late to fix the problem. After resolving the issue, Deb asked me to follow up with her when I got home to make sure that the light didn't come back on. I'll definitely use Ravenel Ford for any service requirements in the future, and will avoid my more local dealer. Brian and Deb clearly care about their customers and the cars, and went out of their way to help me and ensure that I was treated considerately. More