I’ve been coming to this dealership to service my XC90
for over four years now. They used to be great. That’s not the case anymore. They have turned over a number of their staff (including their service
for over four years now. They used to be great. That’s not the case anymore. They have turned over a number of their staff (including their service manager, shop foreman, and at least one service advisor and experienced technician).
In July, I brought my vehicle in to address a few minor issues before the factory warranty ran out. One of the three issues (software related) was addressed and the other two were ignored (a grinding sunroof and a weak battery). Sure enough, I had to come back the next week when the sunroof continued grinding and there was a battery warning displayed on my dash. It’s rather inconvenient to come back multiple times for the same issues, but that would be the least of my concerns…
On my return visit, they replaced the sunroof tray, and in the process scratched my roof through the clear coat down through the paint in multiple areas. The service manager told me it was just some residual glue that would wipe right off. His detailer took it to the back and proved otherwise. Eventually, it was sent off to their collision center for repair. When it returned, the service manager assured me that he would look over everything closely to ensure there were no more issues and I would not have to return a third time.
When the vehicle was delivered to me, I opened the passenger door and the entire C-pillar panel fell off (they removed it to replace the sunroof tray). Upon examining the panel, there was only 1 of four clips installed. I spent about 15 minutes in the pouring rain with two young children maneuvering the panel just to be able to close the door. The next morning, I went to test the sunroof they repaired and found that one of the rubber seals was dangling from the roof, pinched between the frame and the glass. So much for that promise of a full inspection…
At my return visit, I was again promised a full inspection of the work by an experienced technician and the service manager. They even added a billable line on the invoice for this. If you’ve read this far, then you won’t be surprised to learn what happened next. Driving home from work a few days later, the large plastic cover behind the rear view mirror fell from the headliner. I parked and saw that the sunroof control panel was not clipped onto the ceiling. It was just dangling and the plastic pieces that cover it were forced into place. These pieces now have cosmetic damage and bent clips so they no longer sit flush. My rearview mirror (in the same area) was also chipped on the edge.
I received two loaner vehicles during this ordeal. Each one of them was given to me with low air pressure (~10 PSI low in one of them) in all four tires and no washer fluid. When my own vehicle was returned to me the second time, there was also dangerously low air pressure in all four tires. I reported each instance to the service manager and he didn’t even bother to respond. I guess I shouldn’t have been surprised that a service department that can’t even be bothered to inflate tires to a safe pressure could be trusted to work on more complicated things like a sunroof repair.
I have reached out to the service manager (John O’Connor) and the general manager (Jeremy Sarnataro) multiple times. John responds to about every third email just telling me to bring the car back in each time I notice something else they screwed up. Jeremy just defers to John on everything, saying we can completely trust him—despite all the evidence I’ve provided to the contrary. Not once did I receive an apology nor any believable assurance that they gave a xxxx about the multiple trips, frustration, and wasted time I’ve experienced. What should have been a simple service visit in July has now been dragging on for almost three months. I’m literally afraid to go back and let them fix the additional damage they’ve caused. Each time I do, they screw something else up.
If you’re active on the Volvo forums (like Sweedespeed), you’ll see multiple complaints from others about this service department. Some of them read like horror stories. There are two other Volvo service departments in the Phoenix area with much better reputations. Do yourself a favor and drive right past Courtesy Volvo to one of those others if your vehicle needs service.