Huntington Volvo- Service Center

Huntington Volvo responded

Mr. O'Connor, First let address the service call you had with Cathy who is our service client specialist. She was asking for your number so she can accurately pull your file and validate to whom she was speaking with. This is customer service 101. That being said, here is a clip of the conversation that is on file that you had with Volvo Cars USA: "The service manager did call me last week, told me I'm not welcome because I called an employee a xxxx after she couldn't apologize for the fact that they failed to fix the car the first time". "Also told the service manager to go xxxx himself after he lied and said he hadn't called me in three weeks because he had Covid". So because you weren't given an immediate "Sorry" upon your call to the dealership this is how you treat people? We are living in very difficult times and most people are doing their best to navigate these unchartered waters, however we still need to be kind and respectful to one another. With all the divisiveness that's already running rampant in this country, the least we can do is have some common courtesy as it cost nothing and goes a long way. Needless to say you're not welcome here in any capacity. To use this type of language towards a woman is abhorrent to say the least, and I should hope no woman should have to hear this including those in your family. I wish you all the luck with your Volvo and all your future endeavors. Steve Rentz General Manager Huntington Volvo

Huntington Volvo responded

Hello Mrs. Lieber, I'm sorry that you feel "taken advantage" of this is certainly not our way of doing business. However, the service department is here to diagnose and also make our customers aware of safety issues they uncover during the evaluation process. This is called a multi point inspection process checking everything from brake pads to wiper blades. The multi point inspection is COMPLIMENTARY and always comes with no additional cost to our customers. Diagnosis that are referred to as "safety issues" are brought to the customers attention immediately with a remedy. The remedy being of course a repair, which always comes with a cost, and it is entirely up to the customer on whether or not they would like the vehicle repaired. I apologize if this is something that makes you feel taken advantage of, however, we've gotten tremendous positive feedback from our clients and I have no intentions on doing away with this process. As far as misdiagnosing your vehicle, you came in for a foul smell in your car. Our technician diagnosed this to potentially be spilled milk, which later you had realized was actually spilled broth. Sorry for the "missed diagnosis" however our techs aren't very well versed in this type of customer complaint. I would also like to add that this diagnosis was done at NO charge. Mrs. Lieber, please accept my apology that we did not live up to your expectation, however as you previously mentioned you "will never own another Volvo" because of this experience. Please understand that I have faith in the Volvo product and I hope you reconsider even if you choose to not do business here at Huntington Volvo. Please reach out to me personally if you would like to discuss further. All the best, Steve Rentz General Manager Huntington Volvo

JLieber responded

Hi Mr. Rentz, Thank you so much for your reply here. I wish you had replied to email I had sent you directly, so I wouldn't have been compelled to post a review. But yes, as I told you in the email I had sent you there was a smell I could not identify. After taking the car to the car wash and checking everywhere I could thoroughly I called your service department to ask if this was something they could help me with, as my car was immaculate so I was stumped. I asked if they could search in the car in places I could not see, as you can get it up on the lift. Or look through the engine or other parts of the car that I did not have the knowledge or ability to do. My concern was a small dead rodent hidden somewhere! Of course she said yes, it sounded unusual but they could look. It was when your service advisor came out and told me spoiled milk, which we don't drink, I then realized that a carton of chicken broth had spilled in the back of the car a week or so before. I didn't understand why it still smelled when the car had been thoroughly cleaned. She took me to see the car and pointed to where the broth had seemingly solidified therefore causing the smell. What she pointed at looked to me like part of the car, glue or something but she said no and recommended the car get detailed "since there are so many wires there" and you would have to source it out to get it done. She suggested I try it home at home and try to take that off with a cleaning product. This was all after she handed me an automobile status report that recommended $2,000 of repairs, including an alignment which is suggested every time I come regardless of the reason. And your service advisor always tells me it will be dangerous if I don't get the work done asap. But back to smell. After taking the car home and trying to take off what seemed to be solidified chicken broth all across the back of the car ( I had no idea one box could create so much mess as it ran across the entire back of the car!) I took the car to my mechanic who looked at what I pointed to him and said "don't touch that" that's glue holding that part of the car together. He then lifted the spare out of the wheel well and there is was, some chicken broth (still in it's liquid form!) at the bottom of the well. Now cleaned up of course. Of course you know all of this because I did email you and the service advisor about the discovery without receiving a reply from either of you. The most shocking was trying to convince me glue that was part of the car was solidified chicken broth. I understand this was an unusual request, identifying the smell, and therefore not a mechanical problem but I was very specific to please look in places I couldn't. Instead the first thing she handed to me was my $2,000 status report. Perhaps you should ask the customer if they want a multi point inspection when they come in for a specific reason, this way they are prepared for the report which likely will always recommend something. To Volvos credit I do like the car very much but my experiences in your service department has deterred me from leasing another. Regards,

Huntington Volvo responded

Hello Lisa, I'd like to thank you for taking the time to write this review. It seems that your experience was less than satisfactory however, if you have time, I would like to hear the details. We strive to provide excellent customer service and your input could not only help me make your situation better but help me prevent the same in the future. Please reach back out to me at your earliest convenience it would be much appreciated! Best, Steve Rentz General Manager Huntington Volvo srentz@huntingtonvolvo.com 631-271-1200