Massachusetts Volvo Dealers

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128 Volvo - Wakefield, MA

On 10/14/2009 10:51:47 AM bpabpa wrote:
Excerpt from letter sent to Volvo North America:

My wife and I are currently a two-Volvo family – hers a 2001 S80 T6 and mine a 1998 S70. We live 2.5 miles from 128 Volvo in Wakefield, MA. We couldn’t ask for greater convenience – you’d think. Perhaps my logic is flawed, but I have been of the belief that the best place to have a car serviced is at the dealership as they should have a level of expertise unmatched. Moreover, from a customer retention and repeat buyer standpoint, they should have a vested interest in providing top notch service. Allow me to give you just a few notable examples of my experience with 128 Volvo’s service.

1. In early 2003, my S70 was making a scraping sound when steering the wheels to the left and right. On the first visit, they determined that the steering rack had to be replaced. Yet, the symptom didn’t go away. On the second visit, they did a brake job. Yet, the sound didn’t go away. On the next visit, they determine that the steering rack’s ball joints/control arm had to be replaced. Yet, the sound didn’t go away. Exasperated, I had the service manager ride in the car with me. He exclaimed, “Oh, that’s just rust build-up around the rotor… I can fix that in about 15 minutes and will cost you about $25.” How do you think I felt after spending thousands of dollars and enduring a major inconvenience?

2. In mid-2003, with 60,000+ miles on my S70, I had to bring my car in 3 times within a 2 month period due to the check engine light. All three times, they supposedly diagnosed the problem, charged me money, and sent me on my way. Obviously, they didn’t get to the root of the problem, but despite their inability to solve the issue, they kept charging me more and more money with each subsequent visit.

3. In early 2004, with 70,000+ miles on my S70, the check engine light came on again and the engine was hesitating and had a rough idle. After 3 months and numerous visits, they insisted on performing the 70,000 service, replaced the exhaust manifold, flushed the transmission, replaced the spark plugs (twice), replaced cap rotors, ignition cable, distributor cap and arm, and yet, the problem was never resolved. Essentially, the service manager didn’t have any other ideas and put me back on the road. Completely frustrated, I drove 35 miles to Nashua, NH to give Lovering Volvo a try. In one quick visit, they discovered the following: “Found spark plug tip bent and 2 out of 3 screws that hold down distributor cap broken. Replaced spark plugs, drilled out and replaced screws.” Please note that up to this point, 128 Volvo was the ONLY place where I have had my S70 serviced, including all oil changes – everything. Nobody else could have done this to the car.

With the experience of my S70 at 128 Volvo, we were determined to cope with the exceptional inconvenience of driving the 35 miles to Lovering every time there was a problem with either the S70 or S80. Though nearly every visit proved costly, and though both cars seem to be in the shop every few months with a new problem, Steve Bergeron and his team at Lovering Volvo exhibited top notch servicing, from the customer interfacing aspect through to their technician team’s competency. They always get it right the first time. Whatever accolades you have given Lovering Volvo’s service department, let me assure you, it’s not enough. Steve and his team are the only reason why I haven’t already traded in both Volvos for another brand.

4. Two weeks ago, our S80 wouldn’t start. It made a machine gun sound. We were stranded. AAA came and jump started the car and instructed us to drive the car to the nearest mechanic. With this advice, it seemed prohibitive to drive it 35 miles to Lovering Volvo. So, against every bone in my body, I decided to take it to 128 Volvo. They diagnosed the problem as being dirty battery terminals and charged me $80 to clean them. I picked up the car and brought it home. The next day, the car wouldn’t start – same machine gun sound. I had AAA tow the car back to 128 Volvo. They kept the car for 5 days and in the end, couldn’t diagnose it. In their words on the invoice: “Battery analyzer indicates recharge needed but no internal faults. Charging at 13.8. Slow charged battery and tested for draws. Only typical consumption present…Road tested extensively at low speed with all accessories loading alternator and charging never faltered. Battery at full capacity at end of road testing. No faults found.” I exclaimed to the service manager that of course a fault was found – THE CAR WOULDN’T START…ON 3 OCCASIONS! Nevertheless, he shrugged his shoulders, said that they can’t find any problems, and sent me back on the road with the car. The next day, the car didn’t start. I had AAA jump-start the car and I drove it to Lovering Volvo. Although I obviously didn’t have an appointment, Steve Bergeron said to just bring it in and he’ll have his team work on it right away. Within 15 minutes in the shop, the technician discovered that the battery had a dead cell. They replaced the battery and after 2 weeks of unbelievable inconvenience and frustration, the problem was easily solved.

I can only surmise that the prevailing issue with 128 Volvo’s service department is a combination of a lack of attention to detail, a lack of caring, a lack of pride in their workmanship, burnout, a deceitful plan to maximize service revenue, and outright incompetence. Any one of these factors is unacceptable. Possessing all of these qualities has resulted in one definite customer status: I will never every do business with 128 Volvo again and cannot see a reason why I would every buy a Volvo car ever again.

Jaffarian Volvo - Haverhill, MA

On 6/11/2009 1:30:58 PM curlytop3339 wrote:
My sister purchased a used car from Jaffarian the beginning of April. She got a great deal and the salesman was very nice. In mid-May, someone ran into the car and totaled it. I having been helping her to get things sorted out so that she is able to get a new car. She had originally put down $2800. I knew she would not get all of it back, but I also knew she was entitled to some of it. We went to Jaffarian together to go over the paperwork and figure out how much she would get back and when. At this point, she had been without a car for 6 weeks. We told a salesman that we wanted to speak to someone in finance. He told us to have a seat and he would send someone over to help us. Gary Jaffarian ended up sitting down with us to go over the paperwork. I was asking a lot of questions becasue I wanted to be sure that my sister wasn't getting the screwed over and so that I had a clear understanding of how this process works. In the end, we figured out that $1800 is owed to her after the warranty is partially refunded. I asked if she could have that check that day because she really needs a new car. His face got not just red, but purple. He called me manipulative and told me that he explained 3 times how everything is done. I told him I just want my sister to get a car and get what she worked so hard for. He told me that she could buy a car from him because she has an IOU of $1800 with Jaffarian. An IUO? Are you serious? Are we in elementary school? Does this mean I can buy a bunch of accessories for my car and pay with an IOU? What an ass! He got so upset that I had asked for a refund that he tossed the papers back at me and stormed off. I will never put any money in that man's pocket! His temper is out of control! Apparently, his own family can't deal with him either! I do not understand why this man is still in business. If anyone is considering buying a car from him, please reconsider! There are so many other dealerships in New England! The only thing Gary Jaffarian needs to do with his money is take angry management classes!