Volvo Cars of Charlottesville

Revdex.com:I have reviewed the offer made by the business in reference to complaint ID [redacted] I wanted to respond to MrL [redacted] thoughtful and detailed response in writing.MrL [redacted] : "It seems that somewhere along the way on their last visit, we failed to communicate our philosophy to the [redacted] ’s"I'm afraid that VoC actually failed to install windshield wipers correctly, and to also leave loose parts under the hood, and to have improperly fastened the grille It took two trips back to VoC to get the windshield wipers installed properly, and it will take another trip back to VoC to attend to the grille and loose parts.As my wife mentioned to Jimmy on both trips to VoC to fix the wipers, if we cannot expect something as simple and visible as wipers to be fixed properly, then we rightly wonder if the more complex, less visible things have been fixed properly As to the loose parts, and the "trip check" Thank goodness I checked under the hood Imagine the catastrophic problem had the parts worked themselves to the fan or the timing belt.MrL [redacted] : "Frankly, this complaint could have been easily handled to their satisfaction, without the Revdex.com had we been given an opportunity."Frankly, VoC had been given two opportunities to handle this specific complaint on the ***, soon to be followed up with a third opportunity I'm afraid I have complained to MrL [redacted] before on exactly this issue of missing crucial details with respect to my ' [redacted] ***, mentioned below I've made comments to Todd C [redacted] as well from time to time I don't want to be in a position where I have to take notes on my conversations with the VoC service team Circumstances seem to be indicating an emerging pattern: Last year, I had the transmission on my [redacted] repaired, only to have it spring a massive leak because the t-fluid line to the radiator had been loosely fastened A simple oversight That issue was resolved fortunately, before the second transmission experienced a failure It was not a pleasant experience for me, and Jimmy Mitchell and I have discussed that particular matter Already, one of the repairs on my ***, the rear hatch wiring repair, has failed.Please notice that we have spent almost a thousand dollars a month on repairing the [redacted] over the last year Nearly $**K This is substantially more than a car payment Incidentally, the repairs on my [redacted] wagon have exceeded five hundred dollars a month over the last year Nearly $*K I share this information to shed some light on the extent of our disappointment at this time We have put our money where our mouth is, expecting stellar service on two very good vehicles.Our trust in VoC is being severely tested.We certainly appreciate MrL [redacted] responding.Thanks [redacted] **

We are in receipt of complaint number [redacted]. I can verify that [redacted] is our customer, and has visited our service department many times, including the date of the complaint. I’d like to start out by stating that our entire team here at Volvo Cars of Charlottesville, greatly values the...

business that the [redacted] family has chosen to give to our service department. The [redacted] own more than one Volvo, and have visited our service department repeatedly with these cars over an extended period of time, they are highly valued clients, and so they certainly deserve to have the very best experience possible with each and every visit to our dealership.  Our goal is to always listen to our customers’ requests, and then to only proceed with repairs that they authorize, that are in their best interests, and that are designed to keep their Volvo’s safely on the road for as long as they decide to drive it.   However, it seems that somewhere along the way on their last visit, we failed to communicate our philosophy the [redacted]’s. Yet,  I see this as an opportunity to put our relationship back on secure footing, by making sure that I convey to the [redacted], that we truly care about them, their cars, and their safety every single time they drive their Volvos. I do wish to start out by stating, that no one at this dealership saw this coming, and the dissatisfaction expressed by the [redacted]’s has never been brought to the attention of any member of our team or management staff. Frankly, this complaint could have been easily handled to their satisfaction, without the Revdex.com had we been given an opportunity. We stand willing and able to always meet with our customers at any time; whenever issues or concerns arise and so we are actually surprised in this particular case given the history of the relationship we have enjoyed with these customers, that the Revdex.com was the very first forum that they chose to express their discontent.  I think our record of customer satisfaction and solid business practices area abundantly evident.  This is only the 2nd complaint since I’ve been here in 2009 that has used the Revdex.com as an intermediary, with thousands upon thousands of customers served. This certainly doesn’t mean that we are perfect, or that we are immune to making errors, it only suggests that we handle complains quickly, fairly, concisely and to the satisfaction our customers.   Also, the fact that we are currently rated by our own customers in the top 5 of customer satisfaction among hundreds of Volvo dealers across the US, as continually voted on by our respective customer bases speaks volumes as to how we do business.  Not one person working here would ever, nor have they ever, taken advantage of any customer visiting our service department.  This simply would not be tolerated by me, our company, or any of our associates. Our company culture is rooted in a proud tradition of the highest quality ethical standards, and each associate knows that we have zero toleration for anything less. Our service department is comprised of seasoned veterans, with decades of experience, and they are very clear on what management expectations are involving honesty, transparency and client trust. We are proud of our business culture, but clearly we still make mistakes. And yes, we made a few mistakes during the [redacted]’s March 15th visit. So some specifics regarding this visit and the subsequent complaint: First, it must be stated that we were asked to perform a “trip check” to the [redacted]’s [redacted]. So, our goal is going to always be to point out specific vehicle issues or concerns that we find during that inspection. When tasked with making sure that a 16 year old vehicle is safe for an upcoming road trip, we inherently take on the responsibility of our customer’s safety, comfort and convenience as it relates to their vehicle. We don’t take this lightly and surely don’t want to miss anything that could compromise their trip, or their subsequent vehicle usage. During this inspection, we found a number of items that we explained to the customer, and all of the work that was performed was pre- authorized. Yes, the windshield wipers were adjusted more than once, and this should have been a routine repair, without a hitch and multiple attempts needed to rectify.  We just should have done better.  The Grill assembly fasteners are a bit of a mystery, because we never needed to remove them. It’s not typical to remove the grill during a radiator repair, as the radiator is located well inside the frame that houses the radiator support and access for removal and replacement is inside the engine compartment.  However it would have certainly been a good customer service move to have noticed this, and simply to replace the missing fasteners. I surely wish we had caught that. Other issues mentioned are manifold vents, or “unattached parts left under the hood”, etc.  Unfortunately, I cannot answer to those concerns, without seeing the vehicle again. I want to end by saying that I greatly apologize to the [redacted]’s as a team, for what an unsatisfactory visit to our dealership was on March 15th. I know we could have done better regarding many of the issues raised on this particular visit to our dealership. I am grateful to have the opportunity to be able to respond, as the worst scenario is that someone leaves unhappy, and no one employed here knows that we just lost a great customer!  No business can be successful today without listening to its customers, and then to be willing to make changes that continually improve customer experiences.  Any business that ignores this simple principal won’t be in business tomorrow. I personally wish to invite the [redacted]’s back to meet with them, to personally apologize for our failure to make them happy, and to also take the opportunity to make sure all is well with their [redacted]. Sincerely, Joe L[redacted]President & General ManagerVolvo Cars of Charlottesville[redacted]

Revdex.com:I have reviewed the offer made by the business in reference to complaint ID [redacted].  I wanted to respond to Mr. L[redacted] thoughtful and detailed response in writing.Mr. L[redacted]:  "It seems that somewhere along the way on their last visit, we failed to communicate our philosophy to the [redacted]’s"I'm afraid that VoC actually failed to install windshield wipers correctly, and to also leave loose parts under the hood, and to have improperly fastened the grille.  It took two trips back to VoC to get the windshield wipers installed properly, and it will take another trip back to VoC to attend to the grille and loose parts.As my wife mentioned to Jimmy on both trips to VoC to fix the wipers, if we cannot expect something as simple and visible as wipers to be fixed properly, then we rightly wonder if the more complex, less visible things have been fixed properly.  As to the loose parts, and the "trip check".  Thank goodness I checked under the hood.  Imagine the catastrophic problem had the parts worked themselves to the fan or the timing belt.Mr. L[redacted]: "Frankly, this complaint could have been easily handled to their satisfaction, without the Revdex.com had we been given an opportunity."Frankly, VoC had been given two opportunities to handle this specific complaint on the [redacted], soon to be followed up with a third opportunity.  I'm afraid I have complained to Mr. L[redacted] before on exactly this issue of missing crucial details with respect to my '[redacted], mentioned below.  I've made comments to Todd C[redacted] as well from time to time.  I don't want to be in a position where I have to take notes on my conversations with the VoC service team.  Circumstances seem to be indicating an emerging pattern:  Last year, I had the transmission on my [redacted] repaired, only to have it spring a massive leak because the t-fluid line to the radiator had been loosely fastened.  A simple oversight.  That issue was resolved fortunately, before the second transmission experienced a failure.  It was not a pleasant experience for me, and Jimmy Mitchell and I have discussed that particular matter.  Already, one of the repairs on my [redacted], the rear hatch wiring repair, has failed.Please notice that we have spent almost a thousand dollars a month on repairing the [redacted] over the last year.  Nearly $**K.  This is substantially more than a car payment.  Incidentally, the repairs on my [redacted] wagon have exceeded five hundred dollars a month over the last year.  Nearly $*K.  I share this information to shed some light on the extent of our disappointment at this time.  We have put our money where our mouth is, expecting stellar service on two very good vehicles.Our trust in VoC is being severely tested.We certainly appreciate Mr. L[redacted] responding.Thanks[redacted]