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Northtown Volvo of Buffalo
Williamsville, NY
89 Reviews
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Showing 21 service reviews
May 14, 2025
I brought my car to Volvo of Buffalo on Thursday 5/8, clearly informing them it was covered under an emissions specific manufacturer’s warranty, but the rapair wasn't contingent on the warranty, and know clearly informing them it was covered under an emissions specific manufacturer’s warranty, but the rapair wasn't contingent on the warranty, and knowing Volvo Corporate, I'd sort out any manufacturer push back. I clearly advised the car needed to be repaired by the following Thurs. for a 350 mile trip y teenage daughter was taking on her own. On Friday 5/9, they advised the manufacturer pushed back, so I opened a case with the Manufacturer,, and advised I'd proceed with the repair. The service representative informed me the part was would arrive by Monday 5/12 - and they could immediatly complete the repair to meet my deadline. I picked up the car for the weekend, paying a $247.50 “diagnostic fee" to release the car under the premise that would be applied to the repair. Despite this, the service writer falsely marked on the Repair Order that I had declined the repair — even though he had already ordered the obscure and costly part. On Mon. 5/12, I promptly contacted the dealership by phone to schedule the work. No one responded. After repeated follow-ups and email, I learned the service person from Friday was out until Thursday, and his colleage advised he'd look into it and “find the part and call back.” That never happened. On Tue. 5/13, I reached out again, this time to multiple staff members, only to received a terse email from the service manager saying he would now be my point of contact. Upon receipt of his email, I immediately called and left him a message, followed up by an email to him. No response. On Wed. 5/14, I emailed and called the serice manager again, desperate to get the car repaired by Thursday. He finally returned my second call at 3:40 PM, only to inform me the repair couldn’t be scheduled for "at least three weeks" — contradicting everything that two members of his team had told me earlier. Unfortunately, the car will be 350 miles away by then and must be repaired locally to pass inspection before returning to Buffalo. When I raised the issue of paying a redundant charge for having to work with a local dealer, the service manager indignantly insisted they had “earned it” for their five minutes of OBD2 scanner work. But he did say "I'm sorry you feel that way" - we all know what that means. This display of poor bussiness etiquette is tragic and obviously unacceptable. They took my money, wasted my time, and mismanaged my expectations so I was left scrambling. Their practices were deceptive, disorganized, and unprofessional and yet, the service manage had the arrogance to justify charging $247.50 for what was literally 5 minutes to plug in a diagnostic reader for a repair they clearly couldn’t deliver on. Ultimately, it makes sense - it's easier money to charge $247.50 for 5 minutes than to do actual work at $225 an hour. More
by Steve
Employees Worked With
Multiple
January 04, 2023
I wish I could fully articulate how awful this dealer is. It has taken almost two months to get our S60 repaired. After a minor accident, we needed an airbag module replaced. The dealer said they'd call us w It has taken almost two months to get our S60 repaired. After a minor accident, we needed an airbag module replaced. The dealer said they'd call us with updates. A week in to them having the car, we did not hear back. We called and they said they were waiting on a seatbelt part. Apparently there was a recall and they did not inform us that they would be doing this work, or that they were waiting on a part. Mind you we need the vehicle to get to work. There was no communication about this. We ended up taking the vehicle back because they had no idea when the part would be in. Sure would have been nice if they would have told us this. We called to pick up the car and they said they wouldn't release it because of the security concern, which is understood. Northtown said they would release the vehicle if our collision shop agreed, which he did. We asked Northtown to call the collision shop, to which they responded "We can't call them". So we call our collision guy and he calls them (now remember every time you call Northtown you have to wait on hold and go through a switchboard to talk to someone, so you need to repeat your situation and name every single time) and releases the vehicle. As we were leaving to get the car, Northtown calls back and says "What is the name of the collision shop? We need to call them." Obviously I was confused because they had just said 5 minutes ago that they "couldn't" call them. We get the car and have it for several weeks. Nothing from Northtown. We call back again for a status and they say "Oh, perfect timing! The part just came in today!", which is obviously xx. We set up an appointment for when we are on vacation to have it repaired. The dealer has it for 5 days, and we call on our way home from vaca to pick it up. Surprise surprise, vehicle is not ready. This time, they're waiting on a door handle! Apparently another recall that they failed to check the first time. So here we are waiting on parts AGAIN because of their incompetence. The work ends up getting done the next day and we go to pick up the car (this was the first time they called us during the whole process). Guess what? The dashboard is still lit up like an xmas tree. We wait again for over an hour while they attempt to fix it. They couldn't get it, and were closing soon so we had to leave without the car again. They made NO effort to accommodate in any way. No rental, no loaner, no "sorry" until the very last interaction, no phone calls, no nothing. It's ironic that they are called the "Service Department" because you will not get any service here at all. The service manager is apathetic, the employees lack basic customer service skills, and in talking to other employees there- the workplace is toxic. -Systemic customer service issues -Inept service techs -NO communication -NO accommodations -Service manager (John) is clueless DO NOT GO HERE. DO NOT BUY A CAR HERE. DO NOT EVEN GET YOUR OIL CHANGED HERE BECAUSE THEY WILL MESS IT UP, NOT CALL YOU AND SIMULTANEOUSLY NOT GIVE A #$%. If you want a Volvo, I recommend Best Volvo in Rochester. Much more efficient. More
by stinkycheese666
Employees Worked With
John, Brian, Adam
May 25, 2022
Friendly, attentive, and amazingly paid for my Uber transportation back to my home. Overall very superior experience. My first time experience with this dealership and would highly recommend it. transportation back to my home. Overall very superior experience. My first time experience with this dealership and would highly recommend it. More
by rsmo7902
Employees Worked With
I didn’t know this was going to be a test about names. Next time I’ll take names.
