A separate Ford dealer gave me a diagnosis to replace my Steering Shaft Torque Sensor (error code B2278) while I was traveling this summer. While Chartrand did the work, their technician made a mistake that doubled my bill and cost me $1351CAD in unnecessary and additional expenses in the form of a rack and pinion and last-minute, super stressful changes to my travel plans (hotels, train tickets).
Their communication throughout was truly terrible; after the first day, I never received a single call back, even after multiple requests and trying by email. I was told I could text with Jean-Pierre and didn't receive a single response, leaving me unsure of when/if my car was being fixed for over a week.
After the service, I sent the invoice back to the Ford dealer who made the initial diagnosis, and they confirmed that Chartrand's technician didn't follow protocol. There is only one way to replace that sensor and if you do it any other way, it destroys the column.
I've been calling and emailing Chartrand for 3 months now and have received not a single response, despite Xavier and a manager, Yvec, telling me on multiple occasions I'd get a call back soon.
I am further bothered that I had to find this out myself; Chartrand never once acknowledged the issue. The protocol is cut and dry in their service manuals, and I feel I got very bad service. The issue remains unresolved and I feel I am more than deserving of a phone call and a refund. read more