(Volvo Cars of Manasquan and Garden State Volvo appear as names for the location at 2415 Hwy 35, Manasquan, NJ)
Recently purchased a used 2008 Volvo S60, end of May 2018. It’s a safe vehicle for a newer driver. Nice car. Sales person was Barbara (nice lady, easy to work with). The car was originally listed at $1000 lower than the price on the day I saw it. I inquired why the price was raised, and would they agree to the original lower price? Sales manager (Chris) reluctantly agreed because of ‘how much maintenance’ they put into the car before they offered it for sale ($1600). While brakes were not done, I was assured that they had 80-90% pads and needed no work. Shortly after agreeing, Barbara was told by the Sales Manager that to give me the reduced price, I needed to purchase a Powertrain Maintenance Contract. When I questioned the change in direction, Chris joined the discussion to inform me of how the car is 10 years old and they want to be certain they can help me out should something go wrong. They can’t control unforeseen mechanical failures and unhappy customers which results in poor reviews etc. I would respect someone more for their honesty, if I was simply told reducing by $700 is more manageable, versus the bait and switch with a useless $300 warranty. I’m stating this because it should have been my warning.
Fast forward, we purchased the car anyway, along with the powertrain maintenance (for $200 rather than 3). My son has been driving the car for six weeks, and put a little more than 1,000 miles on it. Son was visiting family a couple towns over from home and called me about noise he was hearing when he applied the brakes. As a newer driver, he is always cautious/uncertain. The mechanic our family uses is right there in town, so to be safe we took the car in. To my surprise, I was told not to drive the car home because it isn’t safe. It has zero front brake pads & rotors, and zero rotors in back, and partial pads over the bad rotors. I explained our recent purchase of the car and the maintenance I was told about. I was told by the mechanic, best guess, new pads were put over totally bad rotors, and the pads wear like an eraser in a pencil sharpener.
I’m not saying Manasquan Volvo knowingly put the pads over completely bad rotors, but they surely failed to exercise due diligence by checking the brake pads and rotors. I called today to speak with Barbara, she was out, so I asked for Chris. After explaining the issue, and expressing my disappointment with not only the misrepresentation of the maintenance, but the risk to any driver of the car, I was cut off mid-sentence by Chris with what was clearly his definition of ‘great customer service’. He told me he would check the maintenance records and call me back. He did promptly call back. He wanted to know why I didn’t bring the car there, what mechanic did I take it to, how do I know they aren’t lying to me about the brakes because mechanics do that all the time (seems like he knows that part well), why should he take word of mouth from another mechanic, on and on. My mechanic already started the work on the car, however, did offer to provide me with all the parts he removed. Chris stated there is nothing he can do since I did not bring him the car. I said I will call the mechanic, tell them to stop the work, put the old parts back on, and I will have the car towed to Volvo. Will you replace the rotors at no cost to me? No response. What I got was a lot of rhetoric about how deceptive mechanics are, and he can’t take the word of someone else, and he can’t answer me until his service manager sees the car etc. When I was finally able to get a word in, I asked if Volvo is going to stand by what I was told and repair the brakes, or at the very least offer something toward the repair. When Chris refused a direct response, I said goodbye and ended the call.
Within ten minutes, my phone rang from Manasquan Volvo. I thought perhaps they had reconsidered and were willing to meet halfway. Wrong again. It was Chris’s manager calling to give me a piece of his mind on how I was wrong and being ripped off by my mechanic, etc. Would I go to ‘just any doctor to get my knee replaced’ he asked me? Not sure what that has to do with my car but I surely would not go to a doctor that treated me like Manasquan Volvo. My apology that I don’t recall his name, since I would truly like to credit him for being such a buffoon. Condescending, rude, obnoxious, patronizing, doesn’t even come close. He was worse than Chris. It is unfortunate for Volvo. They make a good product. These guys are the epitome of shady used car dealers in bad suits. Not sure how they stay in business. Stay away.