After recent warranty service, I discovered that the
technician had incorrectly re-installed the seat airbag and damaged multiple parts of the interior (with photographic proof of before and after servi
technician had incorrectly re-installed the seat airbag and damaged multiple parts of the interior (with photographic proof of before and after service) without noticing or fixing them. Had I not checked the dealer’s work, we would be driving our family vehicle with a trapped airbag set to explode inside our seat.
Long story short: Recognizing that the situation with the Service Manager was beyond salvage after several interactions, I waited until the vehicle was repaired and out of their hands before submitting this review. The new Service Manager confessed himself that things had been “running like this for 20 years.” I would discourage anyone from trusting Carlsbad Volvo with any further business for both safety and quality of service reasons, and instead go to Volvo Cars San Diego.
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Over the course of multiple days, I spoke with and left messages with a service advisor about the airbag installation issue, expecting an urgent response to correct an obvious safety liability. After waiting 2 full days, I called and emailed the General Manager, which finally resulted in a service call from Allen, the Service Manager. The conversation was sincere and I was reassured that the issues would be corrected immediately. Allen confided that he was new to the dealer, trying to improve things, and the service department had been “running like this for 20 years.”
I made clear in an email to the GM and Service Manager that this was a serious breach of trust in their ability to ensure their customer’s safety and satisfaction. I hoped that further conversation with them would rebuild trust that they seriously acknowledged the various points of failure (quality of technical work, maintaining vehicle condition, customer communication). Unfortunately while the dealer did correct the workmanship issues, further interactions with the Service Manager proved that they are not to be trusted again with my business or family’s safety.
When asking for an explanation of why it took 2+ days to acknowledge the airbag issue, Allen replied that getting back to me was a high priority, but there were other “higher priorities.” This is an unacceptable answer for what should have been a 3 minute phone call after giving a customer an unsafe vehicle. In general, Allen’s inconsistent customer service is unsettling, ranging from sincere to dismissive, contemptuous, and unprofessional.
In an effort to deflect responsibility and point blame to the customer, the dealer claimed that my removal of a seat-back panel is why the “Master” level technician (who doesn’t know how to re-install an airbag or replace other parts he damaged) may have damaged the car’s interior while removing the seat. Given these allegations, I asked to discuss the details and examine the vehicle together when I brought it in. The service manager Allen was dismissive, claiming he’s “not an expert” in the details and “we’re fixing the issue anyways.” By comparison, I’m an experienced engineer in mechanical design and assembly that wanted to discuss the visible evidence contradicting their claims. However, the dealership couldn't substantiate claims that are, by definition, their expertise and would rather lose me as a customer.