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Going the Extra Mile on the high road - DRPush
When we purchased out XC90 T6 Inscription Volvo SUV, it was a good experience. We let our SUV sit too long and ended up with a dead battery that even AAA could not resolve. We called Clint Kliegel, General Manager and told him of our situation. With the Pandemic, I am high risk so we could not go into the dealership to remedy.
Clint couldn't have been nicer or more accommodating. He immediately put us in touch with his service Manager, Julia Cepeda. Again, such an amazing level of knowledge, professionalism and Customer Service. He sent a driver to our home to put in a new battery, however, our back up battery was also dead. So the Service Advisor Daijza Meas, went back to the dealership to get a new back up battery. All in ONE day. We were astounded at what care and great service we received from this team. It didn't stop there though...our keys didn't work. Again we let the car sit too ling...well Julio had the valet service come get our car and keys, made it all work, we were due for a minor tune up (basically an oil change with such low mileage), and inspection for a new inspection sticker, gas and a mini car wash. I don't think we could have gotten any better treatment if it was a Rolls Royce! Also, in calling in to the dealership, Daisy was also very helpful and professional to get us to the right person, even though the dealership is under construction. It is crazy times right now, but I cannot remember when I have had better service or a better experience from start to finish. Looking for a new car...first of all, a police officer when my friend had a head on collision told her the only people they see WALK away from these kind of accidents are in a Volvo, or a Mercedes. We immediately went out and purchased our Volvo. I also have a friend that could not get 2 baby seats in her SUV...when she purchased the Volvo SUV (like ours she could) Not all dealerships are equal. I will not tell you the bad experience we had when trying to purchase this vehicle...they were doing quotes on 'ghost' vehicles. When we asked for the VIN #, there wasn't one. Fairfax Volvo dealt with honesty, professionalism and this has held true now in the service needs. Need I say more?
Thank you team Clint, Julio, Daijza et al. Respectfully, DR Push.
Excellent Service - haleyjv
I was able to schedule service for my Volvo based on my availability. As promised at scheduling a courtesy vehicle was ready and waiting for me when I arrived at the dealership. Tim was efficient and so pleasant to work with. I appreciated how flexible he was my schedule. Excellent service. Thank you.
I have owned many cars and used many service departments... - jazz251
I have owned many cars and used many service departments over the last 40 years. Dulles Volvo is the best. Fair prices fair treatment never an issue. I think of buying other makes of cars but the unknown of other services departments keeps me at Volvo
The Service Department at this dealership is the best.... - Dennis
The Service Department at this dealership is the best. Randy was very courteous and helpful with all of my questions. In addition, prior to leaving the dealership they washed and vacuumed my vehicle at no charge to me. Top notch organization.
Todd Cadle is always helpful. Everyone at the dealership... - Sandra-damico
Todd Cadle is always helpful. Everyone at the dealership goes out of their way to answer my questions and even to work with me to get my back cargo door to respond to my foot and open. This is an ongoing issue
Very friendly picked up my car and returned. It washed.... - Kk
Very friendly picked up my car and returned. It washed. I had a seatbelt safety recall. Guys that picked up and returned very nice. Kept up to date re phone
Edwin Balingit is the most professional service advisor I... - Gkbaker3
Edwin Balingit is the most professional service advisor I have ever worked with, he always makes his customers his number 1 priority. Ed is the only reason I come back.
Outstanding - David
The best experience I have had from any service provider - ever. Highly recommend and a big shout out to the two who made it all possible - Tamara Shaker and Erick Cosme.
I’ve (somewhat unfortunately) had to visit BMW of Fairfax... - carguy2019
I’ve (somewhat unfortunately) had to visit BMW of Fairfax Collision Center several times over the past 18 months to have various body damage repaired. Every time the experience has been beyond phenomenal. While the quality and timeliness of the repairs is excellent, what really stands out is the customer service. Whether it’s been to push my insurance company to authorize having the car repaired the right way (rather than the cheapest way) or helping me deal with the results of my own inability to drive without bumping into stuff, the staff has always been professional, friendly, and very helpful. I normally wouldn’t look forward to visiting a body shop, but I always enjoy visiting the BMW of Fairfax Collision Center...BMW of Fairfax’s regular service center could definitely learn from them. Ian and Henry have both helped me, with both being excellent!!
Mrs.GeGe in the Volvo service department is great. Very... - twhite9710
Mrs.GeGe in the Volvo service department is great. Very helpful, friendly and also knowledgeable. I would recommend customer to personally ask for her each visit she’s great.
No customer service - disappointed
It took 3.5 weeks to repair a bumper on my 2018 GLC Mercedes. In that time, not once did they call me to update me. When we tried to call them we would often have to call 2-4 times before someone would answer - we found very quickly that leaving a message did not work. The excuse for not getting the fairly common part was that it was ordered from Florida and the hurricane delayed shipping. Actually we brought the car in at least a week before the hurricane. Was there no other part in the whole country that was not in t he hurricane zone? At the very least, you would think they would call me. My husband had to take over calling because I was so frustrated. He found out that the car might be available today - when we got there and I told the manager that we had not received a call he turned to the secretary and she said she was going to call us. I had to laugh. The work on the car is ok but if you expect even a tiny amount of customer service, don't go here!
Positive experience - tignorrs
Left my 2016 XC70 for 50K mile service on 2-2-20; Processing was fast and efficient. Service Advisor Sean Kelty was well informed and very professional. Servicing was thorough and seemed reasonably priced.
Poor customer service! Pricing is astronomical and... - jpmcg22
Poor customer service! Pricing is astronomical and Service Appointment Manager has lied about pricing to hook you in, then the rel price shows up on the bill! Beyer service Manager says too bad, and really didn't care about loosing my Volvo as a customer. Terrible customer relations and misleading Pricing!!! Buy/Service elsewhere! Negative Stars if I could
Recall Notice - Jean Welch
I want to praise Jim McAllister, J. Malone, Jr. and Bob, 2nd shift mgr. for their outstanding help in resolving my recent problem. Excellent Job!!!
Reliable, fairly priced, intelligent service. Excellent... - MadDawg
Reliable, fairly priced, intelligent service. Excellent place.
My wife's brand-new 2005 Town Car has an integrated... - Skylaw
My wife's brand-new 2005 Town Car has an integrated Nav/THX sound/6-disc CD changer. The CD changer ate a disc, requiring replacement of entire unit. After the initial problem, the car was returned with LCD screen down - Nav & radio could not be used. I moved the LCD back into place to enable these features for the 3 weeks we were told to expect for the replacement system to arrive. My wife kept calling after expected delivery date of parts and was told repeatedly they were not in. At the 6th week, she was told the replacement unit had come in 3 weeks before. After the 2d appointment, the car was returned with the service invoice annotated "replaced and tested" and the eaten CD on the floor. The unit was not replaced at all - marks that had been on the changer face were still present. The changer would accept and eject CDs but would not read any of them - so much for "testing." On 3rd trip, my wife was told Cherner would install a new unit the next day - undoubtedly the one that should have been installed in the first place. The mechanic tried to blame problem on home - burned discs. Not so, all were commercial. When the unit was in fact replaced, all worked fine. I have many suspicions about an invoice that says plainly that an expensive ($3000 option) unit was replaced and tested, when it was very obviously not.
The car has an automatic trunk opener/closer. Soon after purchase, the trunk closer SLAMMED immediately after opening fully, hitting my wife's hand hard. Injury was not major, fortunately, but the trunk slammed hard enough to have taken a limb off or cause serious head injury. It shook the whole car, and bounced it on the suspension. The problem repeated every time the trunk was opened after first time it occurred. The cause was a torsion bar in the trunk mechanism that had become dislodged. Cherner's response: Don't put anything on the raised shelf in the trunk. It could happen again. Before the repair, I made a video of the trunk slamming 5 times in a row as soon as it fully opened, and hand-delivered it to the National Highway Traffic Safety Administration, together with a complaint. It's a safety problem of great concern, and "don't put anything on the shelf" is all Cherner can say.
Dealer-installed wheel well mouldings were not installed properly. One came off even before the car was delivered to my wife. On the last trip (for the nav system problem) it came off again and was destroyed in the dealership's car wash. The work is just sloppy and it is not checked adequately. Terrible quality control.
One "service" manager became extremely rude to my wife; she refuses to deal with him any more. The second manager has been an improvement, but the work in the maintenance bays is still awful.
We are looking for another dealer in the Arlington VA area; we have never had such bad dealings from any other L-M dealer in other cities (Tampa, FL, Sacramento, CA and Baltimore, MD). Most have been super. Not these guys.
Lack of cooperation or followup was evident even at purchase - it was a painful experience. Even at the front end, these guys don't know how to do business. We had our own financing, and it was a straight-cash deal - no trade. Price was fine ("employee" discount), but the delay tactics, unnecessary delays in getting the car out the door as my wife wanted it, and even the inability to get the sales people to credit the cost of the unused standard wheels against the cost of the upgraded wheels (which they insisted in selling at full retail) was a trial - although they did it after an hour of haggling and waiting. Although we found our car 10 minutes after coming onto the lot, it took four hours to complete the transaction on a straight cash deal!! Not a service problem, but part of a dealership problem - these guys just don't care about doing business or taking care of customers.
Repair outstanding - NielK
Excellent repair. Completed when they said it was to be done. All employee contact was outstanding. I would recommend their collision repair to everyone. There were no surprises
BEWARE! Someone insured by Geico rear-ended my brand... - AMBD
Someone insured by Geico rear-ended my brand new car badly and Geico sent me here.
Everything seemed fine when I got it back, even though it took 2 WEEKS to repair, instead of ONE. I went home, only to see that someone at the repair center had put a green dent/scratch in my door. I took it back the next day and they gladly fixed it. Everything was fine… for a moment.
Just in case, I took it to my dealership and had maintenance look at it. They found: Koons put the wrong COLOR on my bumper (grey instead of blue!), didn’t replace the guard shield under my trunk that had been clearly ripped off (!!!), and the muffler was misaligned.
BUT WAIT. THERE’S MORE.
I then took it to another repair shop, the one my dealership sends its repairs to.
Not only were there all the problems listed above, but MY EXHAUST WAS NOT COMPLETELY REPAIRED. They left things UNFIXED and part of the system still PUSHED INTO MY CAR!
After so many promises from Koons that my brand new car would be returned to me as it was before the accident, I feel so ripped off and cheated that they would think these things would go unnoticed. The repairmen at Pohanka could tell the exhaust was still broken just by LOOKING at the car, before pulling it apart!
Stay clear of this place. The employees are extremely friendly, but this is not the place to go for quality service.