Karp Volvo

Karp Volvo responded

Thank you for such kind praise. David M is great to work with and very professional. Drive Safe! Ellen Karp, EKarp@KarpAutomotive.com

Karp Volvo responded

That's a super review to share - thank you. Enjoy the new ride. Drive Safe! Ellen Karp, EKarp@KarpAutomotive.com

Karp Volvo responded

That is so great to hear. Our customers are a very important part of the Karp Family. Drive Safe! Ellen Karp, EKarp@KarpAutomotive.com

Karp Volvo responded

I agree David M. is very professional and clearly enjoys his customers. Thank you for sharing. Drive Safe! Ellen Karp, EKarp@KarpAutomotive.com

Karp Volvo responded

Thank you so much for the rave review. Tyler certainly deserves it. He works hard for our customers. Drive Safe! Ellen Karp, EKarp@KarpAutomotive.com

Karp Volvo responded

That is so great to hear. We pride ourselves on the best and most friendly sales staff. Thank you. Drive Safe! Ellen Karp, EKarp@KarpAutomotive.com

Karp Volvo responded

Yes Mariann is super. So glad to know all went to your complete satisfaction. Enjoy the new ride. Drive Safe! Ellen Karp, Ekarp@KarpAutomotive.com

Karp Volvo responded

I think it is best to take 1 item at a time. First and most important is that every car when taken into the service department is wiped down. The steering wheel, gear shifter and the seat are wrapped. Rubber gloves are changed frequently and masks are always used. We take the COVID protection very seriously. Not only to protect our customers but also our technicians. We remove everything before we bring the car back to the customer. Second the day you were here we had a power outage which lasted quite a few hours so all work in all the departments and buildings was stopped. And lastly we stand behind our people. We do not allow them to be spoken to in an inappropriate manner. I wish you and your family to stay safe. Ellen Karp, EKarp@KarpAutomotive.com

joan230 responded

It is very disappointing that you as the owner of the dealership cannot acknowledge weaknesses in your customer service and lack of COVID protocols. I need to address your response point by point. There was no evidence of any cleaning of my vehicle when I picked it up, no plastic on any areas in the car and when I dropped it off the gentleman who took my car was not wearing gloves and did not put any plastic on my car. It defeats the purpose if he drives over to service and then applies the plastic to cover my car. When my BMW was serviced, they gave a checklist of all the the cleaning protocols that were followed that was placed in the driver's seat for my review, and all the touch points were still wrapped including the seat when I got into my car. In my original critique I failed to mention that in June and again in January, Ronnie, who answers the phones, again was not wearing her mask. When I asked her in June why she did not have her mask on she said she "did not need it as she was facing the wall." Obviously, she is uneducated about proper protocols. When I came into the service area in January, again she was not wearing a mask and was speaking to another gentleman with white hair who was by the copy machine who had his mask under his chin. They were speaking about someone who had sepsis quite the appropriate topic to be speaking about with customers present. You did not comment or acknowledge the lack of social distancing signs, no partitions and the use of dirty pens to sign paperwork. I suggest that you make a surprise visit over to service and see for yourself that things are not being done properly. I am a Registered Nurse and am quite knowledgeable about the right and wrong of COVID protocols. I understand there was a power outage the day I brought my car in, but there was absolutely no communication from the service department until my husband sent an email to Sean at 2:30 and then he texted my husband at 3:45. At that point, I called Sean which was at 4:00 to find out what had happened and learned of the power outage and that nothing had been done with the car all day. My issue was the lack of communication all day as you had our contact information on the hard copy paperwork, but never reached out until we as the customer contacted Sean. I take exception to you saying I spoke inappropriately to your employee; I did not say anything that was not true. I raised my voice and I can admit that, unlike you acknowledging that your rude service manager hung up on me the following day for no reason, but I did not say anything that was not true regarding the poor communication from the service department. When I picked up my car and asked if I could make a follow-up appointment to take care of the problem that was not addressed that day, Sean kept saying, "your car has been inspected". I asked, not yelled, three times to make a follow up appointment and got the same response and I acknowledged to Sean that you continue to provide rotten customer service and that is not a lie. Also, it really surprises me that there are no procedures in place for when problems arise and what should be done to make sure customers are informed. Not only am I a Registered Nurse, but I also own my own business. I never treat my clients the way Karp treated me. I stand corrected, I have been a loyal Karp customer for 20 years, I originally said 15, and this is the thanks you get. You should be ashamed of yourself, as an owner of this dealership, not to acknowledge you have some things to work on and to take constructive criticism on how to maintain a safe environment for your employees and customers. From many reviews on this site and elsewhere it is quite evident, Karp has many problems with customer service and will continue to do so if you are not honest with yourself and make appropriate changes. I would like to say, I have never had anything but a positive experience on the sales/lease side of Karp, but the Service Department is another issue. I guess you are not allowed to speak up about poor service and observations that are blatantly unsafe otherwise you get banned from having your car serviced at Karp Volvo. Shame on Karp and you Ellen Karp for treating a loyal customer like this!

Karp Volvo responded

Thank you for such high praise. It is truly appreciated. Enjoy the new car. Drive Safe! Ellen Karp, EKarp@KarpAutomotive.com

Karp Volvo responded

Thank you. It was so nice of you to take the time to write a review. We truly appreciate the feedback. Drive Safe! Ellen Karp, EKarp@KarpAutomotive.com