steve w Aup

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Volvo Customer Care DOESN'T Care Complaint and Response

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Unfortunately, I had to take my Volvo to Gunther Volvo in Coconut Creek, Florida due to low air pressure in one tire and messages indicating engine coolant is low. I had an appointment for 1:30PM. Thank you for contacting Volvo Car USA's Customer Care Center. dropped the car off at 1:15 PM and requested a ride to a physician appointment. At 2:15 I called for a pickup to be returned to Volvo. I was told it would be 25 minutes to a half an hour. Understandable. At 2:50 I called again and was told the driver would be right there. The driver arrived at 3:20PM and took me to the dealership, which is about ten minutes away. At 3:00 I called the service advisor and he informed me my car was ready and in the car wash. When I arrived the service tech told me he made a mistake and the car was not ready. I had a 4:00 appointment elsewhere. I finally was given my car at 4:35PM. When I asked the service advisor what happened with the driver arriving over an hour after he was called, the response was a cavalier "Well, it is a courtesy shuttle." I will leave it to your customer service expertise to determine if that is a good customer service response. When I asked him about it he stated "what did you expect me to say." I had a tire patched at a cost of $35.00 and a suggestion that I need to replace two tires soon because of low tread at a cost of $235 each. The car has 12,250 miles. I have met all the recommended service requirements. He stated that perhaps I could wait until the 20,000 mile service. I asked if there is any manufacturers warranty on the tires and he responded "no, because you bought the car with the tires on and to be under warranty they would have to be bought separately. Is this true? I drove the car away. About two miles later the message came on in the car that there was low tire pressure. I returned the car. The service dept. had not reset the message. There was no apology. While driving home the brakes made a grinding sound. It never occurred before. Is this related to the tire having been removed? I tried to contact the service tech but he was not available. I left a messsage. I have avoided taking my car back to Gunther due to a previous horrendous experience with Gunther and fear of being accosted. You will find that information in my previous correspondence. Supposedly, the regional service manager investigated this but I was informed by Volvo Customer Care that he would not speak to me. I have no idea the story that Gunther Volvo told to contradict my account. I am now wondering if my car was sabotaged; particularly the brakes. When I needed service recently I took my car to Weston Volvo. The service and courtesy was exceptional. I felt like a valued customer as opposed to a nuisance from Gunther Volvo. The service manager went above and beyond the call of duty to assist me. He further stated a lot of customers have complained of Gunther Volvo. What, if anything, will Volvo do about this? I need an independent mechanic to inspect my brakes. I do not want to return to Gunther Volvo in Coconut Creek. Volvo Customer Care Response: We are sorry to hear you are having concerns with your vehicle. If you wish to schedule an appointment with another Volvo retailer I would he happy to open a case to address your concerns. I regret I am unable to forward you the copy of your conversation. Please let me know how you wish to move forward. I look forward to hearing from you. They did not address the tire warranty and when I called they told me to call Pierlli Tires. Stated they did not know. Nothing about tire warranties is included with the service manual. This is my third but last Volvo. Customer Care stinks!
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Reason of review:
Poor customer service

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