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Nancy Flannery Local Guide
2 Aug 2023
I bought my car here and their service is ……I don’t know how to describe. My window is broken and if I want to fix it I have to pay the full fee before they repair. Is it should be they fix first and I pay? If I don’t pay then they can keep the car. Their rule is interesting. And they are not willing to work with progressive insurance for whatever reason.
Laura Maesaka
18 Jul 2022
I had been coming to West Volvo for maintenance for a couple of years without issues. This time I was appalled by the lack of apparent care for customers. I scheduled my 30k mile service in advance and specifically asked for a loaner vehicle and scheduled my appointment as such (at least so I thought). I arrived promptly at my appointment time; the service rep was evaluating my vehicle for things I hadn’t requested right of the bat. We discovered he grabbed the paperwork from a different customer… ok, no biggie as he caught it after just a little while. Then when I asked about my loaner he said there wasn’t one reserved for me. Mind you, this is my day off, I live some distance from the dealership and I have a class to attend. He explained that even though the attendant who made the appointment put in a note that I requested a loaner, the car wasn’t ‘officially’ booked. They’re low on loaner cars. ok… i get it, but I was promised one and I planned my day around it. Their shuttle wouldn’t take me to my class as it only goes on a 5 mile radius and I was outside of it. I talked to the manager hoping there was something to do (or at least some way to make up for the mistakes on their part). Nothing. ‘Sorry m’am, we have no loaners. You can wait here or reschedule’. There was zero compassion; treated like you don’t matter and you have to eat their mistakes. Mind you, the lot is full of cars I could ‘test drive’, OR they could make an exception and shuttle me regardless of the distance (it was only 15 miles away btw).
I left saying I will take my business elsewhere, and I did. Not coming back here if I can help it. I am already getting better service scheduling at another Volvo dealer; feeling like you are respected and treated as a fellow human.
Dear West Volvo service manager: I realize you cannot always make things right, but at least TRY to do something to make your customer feel better about coming back after your mess ups.