I don't normally write reviews but I think this deserves one . I just want to share my
personal experience in dealing with Steve Zinaman . I've met Steve on April 17 to test drive the XC 40, the first meeting was good as he was able to answer my questions and some of my concerns. 2 days after our first meeting , I emailed him about some questions regarding the price of the car , he replied but didn't answer my question why is their an advertising fee on the invoice. On Thursday (April 22) , he tried to called me but I missed his call ,so he emailed me saying that he has access to other cars that are not yet on the website and would like to speak to me. So I emailed him saying that I was busy that day. I asked him about the R design cars they have on their website and ask clarification regarding the Volvo affinity program . He didn't respond to my question regarding the Volvo affinity program but emailed me back with a response that I should look at the website and give him the car I want and he can give me the pricing. So I did what he asked me to do , so I emailed him the same night on the cars I like .The following day his response to my email was " We don't go over searching for cars unless there's a deal on the table". It's just frustrating that with all the effort of looking at the website late at night then he would just eventually tell me in the end to come to the dealership. So I let it pass. The week after our first meeting I came back to dealership (April 24) with my wife to negotiate a deal with him. He told me the specifics of the car price and the maintenance plan that the 8 year maintenance will be 2740( I know the price is around 2000 plus as I asked this question last time I was there but can remember the exact price and I forgot to bring the paper he gave me ). We were able to made a deal at the end of the day. It was Sunday (April 25) when I looked at the paper he first gave me that the price for 8 year maintenance was 2270 . So I called him Monday (April 26) and asked him about the price again and he said that he probably made a mistake. He referred me to a finance manager who was able to explain the detail of the pricing of the extended maintenance. So I let this pass again. On the same phone conversation, I asked him also the why the car has 100 miles already and he said probably because it was swapped from another dealership and would give the exact reason this Wednesday as he was off Tuesday . So I emailed him Wednesday (April 28) morning to ask about what are the things included and excluded on extended maintenance and he never responded. He just replied to me reminding me about the Volvo pin number ( which I sent 4 times) , which according to him he didn't receive. He called me Wednesday afternoon and was able to get the Volvo pin number from me and I asked him why he didn't answer my questions regarding the maintenance. He said he didn't see my email initially and doesn't know the specifics so he transferred me to the Business Manager, Demetri. Demetri was able to answer my questions in a more responsive way than Steve . On the same call, Steve asked me to call the insurance to get the new insurance card and the binder. So I did, then I sent it back to him and he said that card is wrong because it doesn't have my middle name on it because according to him it should be the same with the driver's license but when I called the insurance company they said they can only do my First name, Middle Initial and Last name. With the previous dealership I went to, I remember that it was the sales agent who called the insurance company then the sales agent passed the call to me whenever the insurance agent have some questions but it's mostly the sales agent who handled it. Wednesday night, I emailed him asking him if he was able to find out the reason why the car has 100 miles and he gave the same explanation without even researching about it. .My issue with Steve is that he would not do extra work to answer my questions and provide me a detailed answer. I gave Steve the benefit of the doubt couple of times and ignore some his actions but Wednesday was the culmination of everything .I emailed both the sales managers (Bob Doyle and John Annunziato) regarding my concerns and nobody responded to me until Today. So Thursday April 29 , I came to get my new car and drop off my old car and Steve made comment when he saw my old car(it has a damage on the right headlight) " Was it there before?"His comment was very accusatory. I just think that customer service I got from him is not what you expect from a guy selling a luxury car. I had a very stressful and unpleasant transaction dealing with him. I had a better experience with other car dealerships.
On the other hand, Pamela was very nice and helpful in explaining every aspect of the car. Demetri was also helpful in explaining every details of the loan and didn't push us in buying things we don't need. I would still recommend this dealership but I'm not definitely going back to Steve to get another car.