Stillman Volvo Cars

I had a mouse problem in my car. Took it to Stillman to be fixed, and entered an insurance claim. The mice had torn up some things, and this was going to be replaced. I asked for them to totally fumigate a be fixed, and entered an insurance claim. The mice had torn up some things, and this was going to be replaced. I asked for them to totally fumigate and throughly clean the car, which I had to pay extra for, (insurance won't pay for cleaning)so off went my car with the promise it would all be taken care of. Got the car back 2 weeks ago, it baked in the sun on the 3rd day I had it back, and smelled of urine... mouse urine(a smell which I had in the car prior to turning it in to be "CLEANED").Made me wonder how well was this actually cleaned... Then I got busy and friends were coming in from out of town etc etc. Friday, a week after I got it back, I went to put my third row seat up for my kids to sit in, with my friends in the middle. To my horror, there was mouse crap all over the seats.... grey, hard OLD mouse crap. So, I called the dealership, spoke with asst. manager and told him my issue, and said basically your cleaning department "sucks" .(first word that came to mind) He was very apologetic and I made an appt. for yesterday, Monday 7.20.09 to be re-cleaned. After getting off the phone with him, I thought, lets look at the back cargo part, underneath where there was a mouse hole chewed and mouse crap everywhere. (this is one of the places I stuck a Bounce sheet when I first discovered mice in my car and I did research on how to get rid of them before the insurance claim etc., I stuck Bounce sheets everywhere I could, and it worked to get rid of them) When I lifted up the cargo space behind the 3rd row seat, I was SHOCKED and dismayed to say the least. There was my Bounce sheet still sitting there, mouse crap was everywhere.... thus, no cleaning at least back here!!!! And, a spot of "urine" that was "missed" when they "cleaned" it. I called them back, spoke with the asst. manager again, and again, he was very sorry, and my appt. was on Monday to get it all straightened out. Yesterday, I went to dealership, turned in my car, and asked asst. mananger to look at my problem, and what they didn't fix with my insurance money, and I showed him the cargo space, (he was appalled to say the least) then I said"there's still a hole where they chewed that the insurance company paid you to replace" and he said, "No, this (and he pulled off the corner panel)is what we were paid to replace, and showed it to me, and there it was, clawed.. chewed panel on the inside, what was "supposed" to be replaced, paid for by insurance company. He went white. He assured me it would be taken care of, and I told him don't do anything until my husband talks to either the Gen. manager, or President of company. He agreed. We got a call from Gen. manager, and well, let me say, customer service is not one of his strong points. My husband is a Sales director, and deals with major problems from his prestigious clients such as Univ. of Penn, Childrens Hosp., Drexal Univ., Urban Outfitters, Fox Chase Cancer Ctr., just to name a few, and solves problems on a daily basis, even if the blame falls on the client, he corrects the problem as if he was wrong, and they were right all along. He knows what it takes to give excellent customer service to his clients.... so, you can see why he can't believe how this situation is being handled in such an unprofessional manner. The Gen. manager stuck by the side of his service dept. and basically said the his wife (me) must have just put the Bounce sheets there before she brought it in, because, this car was throughly cleaned. Then proceded to say that the mouse crap and hole (that still had my Bounce sheet stuck in it) that was in there was "new" mouse crap and a new hole... the grey, hard stuff.... "new"... yeah, ok.... Well, we have mouse traps, and a special mouse deterant in our garage right now, and haven't caught or seen one mouse or mouse feces since we turned in the car to be fixed. We have 2 other cars, and haven't had a mouse in either car. So, use your own head and if you want your car to be fixed correctly, and want to trust it was done, don't go to Stillman. What ever happened to the customer is always right??? (Especially when they are!!!) More

I must admit that I was somewhat taken back by a review that I read about Stillman Volvo where someone had a negative experience. My experiences there have been quite the opposite. I have never found a mor that I read about Stillman Volvo where someone had a negative experience. My experiences there have been quite the opposite. I have never found a more positve car buying experience. I have been to many dealerships from Audi to Honda and no other dealership has given me enough satisfaction to write a review like this prior to finding Stillman. The following is a description of mine and my wife's interactions with Stillman Volvo. I have purchased two vehicles in the last three years from Stillman Volvo and have always found them to be courteous, fair, and straight-forward. Their salesman was able to answer all of my questions without handing me a brochure as to say "find it yourself". I must admit, I do like to do my homework ahead of time and research all I can before making a purchase like this and I get immediately turned off if I feel the salesman doesn't know everything there is to know about the car he is selling. Stillman Volvo has changed the way my wife and I have always percieved car dealerships. We have found that their prices have been very reasonable and the two vehicles that I purchased there were less expensive than other dealerships we visited. Another point I must add is that during both sales, the salesman didn't try to hide any additional costs like "window etching" or extras for "undercoating". He also didn't try to push or appeal to us. Our negotiations also never involved the "let me talk to my sales manager" banter back and forth. He was helpful in sorting out all paperwork and has made what can feel like dreadful experience a joyful one. Prior to purchasing cars from Stillman, the car buying experience was always one that I have dreaded. As for service, I have been fortunate as to not have had much needed. However, the few times that I have been to the service department at Stillman Volvo were fine. Stillman service seems polite and timely. For a positive car buying experience, I would strongly recommend Stillman Volvo. More