Lovering Volvo Cars Nashua

Lovering Volvo Cars Nashua responded

Dear Fleece, I’m sorry to hear about the recent accidents and issues you’ve encountered with your Volvo. We do our best to make our sales process simple and pressure free. Your original sales contract was made on 3/17/14. Based on this agreement, we purchased your vehicle from a New Jersey dealer and sent drivers to pick it up. If you had voiced your concern about feeling pressure anytime between the week you made the agreement and picked up the vehicle we absolutely could have changed or cancelled the deal. The survey we present at the time of delivery is very important for us to gauge how we have performed during the sales process. Your sales person should have explained the survey and how it works but then left you alone to fill it out. We never want customers to feel pressured into giving us any particular score. We would rather know that we earned the score. I hope the comment you wrote on the survey, “Bobby was great to work with! He was very fair and I appreciate that!” reflects how you truly felt at that time. Customer satisfaction is a top priority for us and we will use your feedback about the survey as a training example. It sounds like the repair process was extensive and took more time than expected after your bad accident. Since we are not a body shop and we did not have your vehicle in for service our courtesy vehicle policy would prohibit us from lending you a vehicle. We have a great relationship with the local Enterprise office that rents vehicles for about $30 a day. We would be happy to arrange that for you in the future. The complimentary 1 year tire and wheel hazard policy we included with your vehicle purchase did replace your first flat tire. Unfortunately the second time you experienced a flat tire was due to an impact with a curb, which is excluded from the tire and wheel hazard policy. Again, we appreciate any feedback to better our process for customers. Kind Regards, Ricky Lovering General Sales Manager

Lovering Volvo Cars Nashua responded

Hello! Thank you very much for the positive review. We are very happy to hear of your positive experience. It's our goal to make the car buying experience as easy and enjoyable as possible. Thank you for doing business with us, and if you have any questions or future needs, please do not hesitate to contact Jeremy, Bobby or myself. Enjoy your S60! Kind regards, Rick Lovering

Lovering Volvo Cars Nashua responded

Hello! Thank you for the thoughtful review. We believe buying a vehicle should be an easy and fun process, and we are glad that you experienced that doing business with us. Please do not hesitate to reach out to Jeremy if you have any questions. Enjoy your new S60! Regards, Ricky Lovering General Sales Manager

Lovering Volvo Cars Nashua responded

Dear MrHockey, We are very sorry to hear about your experience. Please know it is never our goal to deceive a customer or play any type of games. We believe our positive reviews are evidence of this fact. When you originally visited our dealership on Friday, we knew you were interested in the S80 after spending quite a bit of time with your sales person. We also knew you wanted to speak to your spouse to make sure you were making the right choice. At this point, we offered you the option to take the vehicle home on an overnight drive and put a deposit on the vehicle. We understood when you decided not to pursue this option that you had plans for the evening and planned to come back to see us the following day. When you had called your sales person the next day (Saturday) to inform him of your pending visit the vehicle in question was in the front line available for sale. Your sales person again offered you the option to put a deposit on the vehicle to make sure it was available upon your arrival. We understand that you did not feel completely comfortable doing this. Weekends are very busy in the showroom and unfortunately someone had come in the dealership to look at that specific vehicle with a different sales consultant in the hour it took for you to travel to the dealership. It is our company policy to give the customer in the vehicle the first right of refusal as we feel it is the fairest option. This type of situation does happen from time to time where we have multiple customers interested in the same vehicle. It's our goal to be able to help everyone but sometimes our limited availability prevents us from doing so. Our offer to sell you a year newer S80 3.2 at the same price still stands should you decide to work with us. We will also bring the vehicle to your home or work for your evaluation. We know you invested a lot of time in this process and we feel badly about this situation. Please feel free to reach out to me directly. Best Regards, Ricky Lovering

MrHockey responded

Like that old girlfriend who two-timed you... The vehicle viewed on the Friday we decided a "no" on. The vehicle I called on and went to see on the next day was a completely different one. When I phoned, I was NOT offered the option of a deposit on it (nor would any sensible human being do so based on an internet set of pictures and a write-up. It had failed its local emissions testing a couple of times on arrival to NH... so does that not send up a red flag?). It seemed reasonable that when I called and said I was on the way to see the vehicle (that was confirmed still available) the polite thing would have been to allow me the chance to see and bid on the vehicle even if someone else came in AFTER I was en route. But, it's business and a buck is a buck, I guess. Doesn't matter who you disrespect to do it. Good luck to the new owners. It was kind, ultimately, for them to offer a newer pre-owned vehicle at the price of the one I missed and even to drive it down to my home. To bad that offer came AFTER I put up my initial review here (almost a week after "the incident"). Well, not to say YOU won't be treated better there but for me, it's like that old girlfriend who cheats on you then decides she wants you back: Sorry honey, the trust has been broken and without that in a relationship, you have nothing. I have moved on and am driving my Volvo S80 "Executive" from elsewhere (and boy is she a hottie!). BTW: The Volvo S80 (in general) is a terrific car. I was sold on one at first test drive. I have never previously owned a Volvo.

Lovering Volvo Cars Nashua responded

Thank you for allowing us to the opportunity to work with you and complete your state inspection. We look foward to seeing you at your next service ! John Chaput Service & Parts Director