Bernardi Volvo Cars Natick

I ranked it 3 stars but would recommend this dealership based on past experiences and how they resolved my bad experience. Let me start by stating that I am a very loyal Bernardi customer with 2 Audis and based on past experiences and how they resolved my bad experience. Let me start by stating that I am a very loyal Bernardi customer with 2 Audis and a Volvo. Every experience at both the Bernardi Volvo and Audi dealerships / service departments has been 5 star...until this one. Brought our XC60 in for a Check Engine light, the report came back needing to replace a sensor and an oil pump. Peter, my service rep who did the intake was great on the in-take and the follow up. He sent me the video analysis and link to approve the services. I approved those services on a Friday afternoon after speaking with Peter live on the phone and he told someone would call/text me on Saturday when the car was done. No call or text on Saturday and when I called, it went to the service department vm both times. No word by Monday am so I called Monday morning 5x and each time, got the service department vm?? Called a 6th time and instead of using the IVR menu to go to service department, I pressed 0 for the receptionist and asked for the manager. Tony, the sales manager listened to my story and said someone from service would be in touch shortly. I wait another hour..no word from the service department so I call again, 0 for the receptionist, ask for the manager, this time I get Tony's vm so I leave a message. John (service department manager) calls me right back and informs me Peter, my in-take rep was out on Monday (this is call #7 for those keeping score at home). John proceeds to tell me that he just spoke with the tech re: my car and now my "hood latch" needs replacing (extra $1200), I inform him this is new information and my hood was working fine before I brought it in on Friday...we go back and forth and it's clear he doesn't have detailed info on on this and he seems distracted....John, in mid-discussion, hands me off to Chris, another service Department rep, who I have to take the time to go over my entire experience with to get him up to speed.... he tells me the same thing about my hood but the info seems sketchy and I didn't get a video or a formal link explaining the problem , the actual parts and labor charge, etc.. (which is standard based on previous experience). I ask Chris to look into it and call me back with more detailed info after he speaks with the tech. 45 minutes later, Peter (my original in-take rep) calls me and apologizes for the lack of communication over the weekend (apparently they were short staffed) and proceeds to tell me he's been called in due to the service team being short handed and proceeds to tell me that my radiator needs to be replaced for a cost of over $2200! I'm like...What?? I ask him about the hood latch and he's unaware of that issue or cost. I'm now wondering what the heck they did to my car over the weekend!! I walk Peter through my story since we last spoke on Friday evening and I have to say, he handled it like a pro! (and he's one week on the job with Bernardi!!) He apologized to me and asked for some time to sort the hood latch and radiator issues out. About an hour later, a new person, "Bob" calls me apologizes for the all the craziness and asks if I would share my experience with him so he can understand things from my point of view (very impressed he did this!) so I walked him through the play by play from Friday's drop-off with Peter to his call today. He is nothing short of flabbergasted by this perfect storm of ball dropping and poor communication. He then goes on to explain that he heads up the Service Department for the entire Bernardi Group, he's spoken directly with the Tech re: my car, the hood latch is okay, a little rusted and they will lube it up for me but it doesn't need to be replaced and the radiator isn't leaking, it was a miscommunication between the Tech and John and some timing of the video and recommended repair link being sent to me which did not include any of the findings on the radiator. I also find out John, while I was speaking with him, was experiencing a medical emergency which is why he handed me off to Chris so abruptly. Bob let's me know my car will be ready later that afternoon and that the only work needed is what I originally approved with Peter on Friday. John called me later that afternoon to apologize for all and let me know my car was ready...and that they were going to knock $150 off the total bill (~10% discount). The real hero in this experience is Peter... one week on the job, comes in on his day off, sees a problem, seeks to understand the issues from the customer's perspective and then seeks out the head of the entire Bernardi Service Group (Bob) to help trouble shoot my problem. What started out as a great experience with Peter on Friday, turned into a very frustrating and confusing experience with John and Chris, ended as a great experience with Peter and Bob. Hat's off to Petter for Seeing the problem, Owning it and Solving it! I would recommend Bernardi Volvo for Service and I would highly recommend you specifically ask for Peter to be your service agent!! More

Service was spectacular today! Came in without an appointment on a very hot day due to issue with A/C. John was extremely helpful and worked his magic to see that the issue was pr Came in without an appointment on a very hot day due to issue with A/C. John was extremely helpful and worked his magic to see that the issue was promptly addressed. More

Very professional, flexible and knowledgeable. The staff is helpful on all levels in the organization. The staff is helpful on all levels in the organization. More

Bernardo Volvo service was prompt, courteous and drove me home. Excellent service.. Love our Volvo and the excellent staff. home. Excellent service.. Love our Volvo and the excellent staff. More

Excellent spot-on and very smart Volvo mechanics. You can trust this dealer to do a fine job. Friendly and super efficient. They work hard to earn your trust. Thank you! You can trust this dealer to do a fine job. Friendly and super efficient. They work hard to earn your trust. Thank you! More

Great service. The technician video recording was very helpful and informative. I recommend this team The technician video recording was very helpful and informative. I recommend this team More

We had a difficult problem involving choice of car and time. Solved by mgr Nick time. Solved by mgr Nick More

Service managers are all respectful, helpful, and courteous! We have had a great service every time at this dealership. courteous! We have had a great service every time at this dealership. More

We have used Volvo in Natick and a different Volvo company to service both my husband and my Volvos over the years. We have been using Volvo in Natick due to its proximity to our home and convenience. company to service both my husband and my Volvos over the years. We have been using Volvo in Natick due to its proximity to our home and convenience. In all three visits to the Natick Volvo I have been extremely disappointed. I find that Volvo Natick has poor customer service. When you come to a Volvo dealership I have come to expect amenities that Volvo Natick does not provide. I find it very strange and inconvenient that a dealership does not have a loaner car available for someone receiving services for extended wait time or when using the drop off service. I was told that I was not allowed to wait for my car to be serviced and had to vacate the premises. He told me and my five-year-old son that we had to leave the premises, but we could not have a loaner car. I was told I could rent a car for myself, however Volvo would not be covering the cost of the rental. They gave me little to no timeline regarding when my car would be fixed. Ultimately, I asked if I could have a shuttle service bring me somewhere during the duration of the time they need me to vacate the premises. The Volvo dealership is located on a highway, something in which is unsafe to walk anywhere. They said they could drop me off, but unsure if they would be able to pick me up on the return trip. I find this to be poor customer service and not appropriate options for the customer. Unfortunately, we are going to find a new dealership to have my Volvo service at. I do not recommend others use the Volvo Natick dealership to service their car. More

Excellent service. Worked with Matt Carney on the phone...he handled all communications with me. Valet service was perfect. Car was in for a maintenance check, and I Worked with Matt Carney on the phone...he handled all communications with me. Valet service was perfect. Car was in for a maintenance check, and I was called after that was completed, to let me know they had found a problem with the braking system...a safety issue...I had noticed a slight problem with braking on a curve (which I forgot to mention, initially), so was relieved to hear they had located and could fix the problem! All my questions were answered and everything explained perfectly. Thoughtful and efficient. Thank you!! Oh...and the car was returned washed and cleaned, inside and out! Perfect! More