I want to let you know the kind of service that is being handled out of “Volvo of Charlotte”. I purchased my first Volvo from the above dealer in May of 2006. It is an S60. I have been extremely happy with the car and the dealership. My wife and I are real estate appraisers and spend a lot of time in the car. Our Volvo has approximately 120K miles on it and were hoping to take it 200K. Because we use it for work we need a dependable car. A 100% of all repairs/service has been performed by this dealer. Because of the amount of miles on the car we are at the dealer probably every other month. The service department is great. Amy McDonough, Lisa Allred, Sheri Lovejoy and even the cashier Jeanee Gardner have always been extremely personable nice, professional and very pleasant to work with. In my opinion, they are your reputation and the main reason the car was never touched by anyone but your dealership. On December 14, 2010 our S60 was repaired for a power steering issue. Today, 12/19/2010 on our way home from church our car made a loud sound and the “engine failure” message came up. I also started to notice that the car was getting harder and harder to steer. My wife looked up in the owner’s manual and it stated that we need to stop. As we were minutes from the dealer I was happy. When I got to the dealer there was a gate across the driveway. There was a sign on it stating that it would be towed. I left a note on the car and filled out the”after hours” form. I deposited the keys and the filled out form in the “after hours” form/envelope. I planned to call the service department first thing Monday morning.
About a couple of hours later Ms. Eugenia Collins Allen called the house. My wife answered and Ms. Allen asked “who left the car, you or your husband”. My wife stated what happened and she said “that the car needed to be brought at normal business hours”. My wife questioned her and “asked how do we control when the car breaks down?” Ms Eugenia Collins Allen stated “that we had 30 minutes or she would have the car towed”. She told my wife “that she did not want our business anymore” and hung up. I went up and had the car towed to another repair shop. When I got to the dealership Eugenia Collins Allen was waiting for me. She proceeded to tell me that she would be happy to service the car as long as my wife would apologize to her.
As I stated this was our first Volvo. I have always owned Honda’s. I thought long and hard before switching to a Volvo. I will have to think twice before buying another Volvo and it I do I will make sure she does not benefit from it. We see our salesman Gary Shaw many times when we are dropping off our car. He has always been extremely helpful and professional. I have probably bought over 25 cars in my life and truthfully cannot remember any of their names except Gary’s. He made a great impression and we looked forward to working with him again in the near future. He just told me the last time I saw him that the new S60 were coming out. When I dropped off the car today I was looking at the new orange S60, and thinking maybe we should move up the purchase.
Currently, I am just shocked on how management from Volvo of Charlotte handled this issue. The simple cure would have been just unlock the gate and push the car into the lot. I would have been more than willing to drive to the dealer to help. I am just amazed how a customer that took 100% of repairs/service to this dealership was treated. Especially in this market. I am enclosing a copy of all my past invoices showing the service history. Curious if they don’t want after hours drop-offs, why do they have an “after hour” box? I have enclosed a copy of the form I filled out.
In the past I have always told people how great my Volvo is and the wonderful service I receive. This has definitely changed my opinion of Volvo after this exchange with Eugnia Collins Allen of Volvo of Charlotte. Eugenia Collins Allen told both my wife and me to take our business somewhere else. It is hard to think that Volvo North America wants a dealer/owner with this kind of attitude and to turn away customers. I will never take my car back to Volvo of Charlotte and will have to re-think if my next car purchase will be a Volvo.