Volvo Cars Marin

Volvo Cars Marin responded

At Volvo Cars of Marin, we take customer satisfaction and compliance very seriously. Following this customer's concerns, the California Bureau of Automotive Repair (BAR) conducted an independent inspection and official review of the vehicle and our records. The BAR confirmed that our dealership performed all work correctly, adhered to proper procedures, and determined the current vehicle issues are the result of wear and tear over the 18,000 miles driven since the last engine repair without routine maintenance. Because an independent state regulatory agency has fully verified our work and cleared our dealership of any wrongdoing, and the customer has declined further resolution offers, we consider this matter closed and have requested the return of our loaner vehicle.

Jesse P responded

Don’t let these guys fool you! The investigation is still under formal review. Additionally, make sure to get everything in writing and do not speak with them over the phone. The offer they give you verbally will be written differently. Furthermore, let me give you an example of one of their “good faith” offer. They offered verbally 50% off a service and then written they put a “no dealer profit.” It’s a different structure. The service being a 110k service maintenance (written) and 10k (verbally) with the caveat it would only include an oil change and filter. So offering a basic oil change but charging me for an almost $500 service. Sound like a deal to anyone? It’s not. Make sure to watch for these type of corrupt tactics with this dealership. Watch out especially for Chris Vann and Matt Gordon. They are retaliatory and upset their service advisor, Bill, even admitted by Matt, added a signature to a document while I was at a dental appointment containing a fee, which is against consumer laws. They gave me until tomorrow to drop off a loaner in which of course will be provided by the deadline. They believe using their loaner is a way to control the situation they are in. The sooner I get my vehicle the better I will feel as I have no idea what they could have, allegedly, done to it out of retaliation. I’ll be documenting it all. I’ve made an appointment to take it to another mechanic to address their, in my opinion and pending BAR, negligence on an engine installation, and continue the other services I’ll need. WATCH OUT! These guys play a very dirty game when you catch them in their deception, in my opinion.

Volvo Cars Marin responded

Hi immbabs, We’re sorry to hear about your experience and take concerns like this very seriously. What you’ve described does not reflect the standards we hold ourselves to. We’d like the opportunity to look into this further and understand exactly what happened. Please reach out to us directly at (415) 496-2200 with more details about your visit so we can review your situation and address your concerns properly. We’re committed to transparency and making things right wherever possible. Thank you for bringing this to our attention.

Volvo Cars Marin responded

Jennifer, Thank you so much for taking the time to share your experience and for your continued trust in Volvo Marin. We’re thrilled to hear that Tex once again provided such exceptional service—he truly takes pride in making sure our clients feel confident, informed, and supported every step of the way. It means a lot that you sought him out for your second Volvo, and we’re grateful for your loyalty to both Tex and our service team. Enjoy your new XC60, and we look forward to taking care of both of your Volvos for many years to come! Diana Kennedy General Manager Volvo Cars Marin

Volvo Cars Marin responded

Dear Wenday0419, We understand how disappointing it must have been to plan your visit around a specific vehicle, only to learn it was no longer available. While vehicle availability can change quickly—especially with pre-owned inventory—we do know that Thayer made the attempt to notify you when the vehicle was sold on the day before your appointment. We never intend to mislead, and we sincerely apologize if our process made you feel that way. Sincerely, Diana Kennedy General Manager

Volvo Cars Marin responded

Thank you

Volvo Cars Marin responded

Maria, Thank you for your feedback. We’d like to clarify a few points: In no way was Diana unprofessional with you, and we take any accusations of sexism seriously, which was not the case here. Regarding the vehicle, not all used cars come with a second key, and it was never promised in this sale. The only item explicitly promised in the documents was a luggage cover, which was provided. Additionally, all of our phone calls are recorded for training and quality purposes, so we have a record of the conversation. We aim to maintain transparency and professionalism in all our interactions and appreciate your understanding. Diana Kennedy General Manager Volvo Cars Marin

Maria S. responded

I was not informed our call was recorded...I'd like a digital copy sent to me for my records. It's not instrumental in business to arm wrestle with a customer rather than provide a solution. It's coming from ego. I asked Dara for a second key during the sale in April, he said he would look into it and didn't get back to me. I kept following up and finally had the distasteful convo with you, Diana on August 2nd. Why not take care of customers? Cargo covers and keys are important, I wanted the car I bought to have these items included. I paid and financed with Volvo! Again, if it cuts into your profits, give a discount towards or make an overture. I do not understand the point you are trying to make? Please explain.