AJ McMillen | Page 11

Advisor was great and concierge service spectacular! Thanks for making it easy to get my car fixed. Thanks for making it easy to get my car fixed. More

by kaplanj1112 Verified Customer Verified Customer

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The entire team from start to finish was great. Communication upon arrival on what to expect and updates throughout the visit were great, the waiting area was good to get some work done. Very goo Communication upon arrival on what to expect and updates throughout the visit were great, the waiting area was good to get some work done. Very good experience. More

by Brett.hendrickson Verified Customer Verified Customer

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Friendly service advisors and quick turnaround times. It is very easy to schedule appointments and I love the communication. It is very easy to schedule appointments and I love the communication. More

by DA Verified Customer Verified Customer

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I was very happy with the service department, especially since they were able to pick up my vehicle and return at the same day since they were able to pick up my vehicle and return at the same day More

by miakophd Verified Customer Verified Customer

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Great service! The staff was very helpful and friendly. They explained everything really well. Thank you! The staff was very helpful and friendly. They explained everything really well. Thank you! More

by ilikecindy Verified Customer Verified Customer

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Koons is the best service and sales team in Maryland. Thanks Larry in service for all your knowledge. Thanks for being number 1 Thanks Larry in service for all your knowledge. Thanks for being number 1 More

by mvpicciotto Verified Customer Verified Customer

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Great attitude, communicative, and pleasant. Dinah was super pleasant as well! Will continue to have my car serviced with Koons. Dinah was super pleasant as well! Will continue to have my car serviced with Koons. More

by Kaycee Verified Customer Verified Customer

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Service was great. Thank you for taking care of my Volvo. We will always get the Volvo serviced there Thank you for taking care of my Volvo. We will always get the Volvo serviced there More

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Please note: this review does not reflect on Larry Bond, as he was away during the week my vehicle was serviced. My main point of contact was AJ, who took over the process while Larry was unavailable. Wh as he was away during the week my vehicle was serviced. My main point of contact was AJ, who took over the process while Larry was unavailable. While I appreciate AJ’s efforts, I feel the level of service I received fell short of the standard I’ve come to expect from Volvo Koons. I’ve been a loyal customer for several years, and unfortunately, this was the first time my experience was subpar. There were five key issues: 1. Unexpected Upsell: Alignment Charge I brought my Volvo in to replace a single tire with low tread. The other tires were in excellent condition, and I had already agreed to a price with Larry. At no point did Larry mention an alignment, and given that the vehicle had just been serviced the week prior with no alignment recommendation, I didn’t believe it was necessary. When AJ stepped in, we discussed the tire replacement, a wheel repair with some paint work — that was it. He briefly mentioned an alignment as if it were routine, without clarifying that it would incur an additional charge. I approved the service via text, not realizing that I was also authorizing an alignment I hadn’t agreed to. I only noticed the $900+ charge when I received the final invoice. This felt misleading and not ethical. 2. Invoice Error: $51 Discrepancy There was a $51 mistake on the invoice, and AJ was unable to explain the error. He did remove the charge when I pointed it out, but such discrepancies raise concerns about billing accuracy. 3. Car Returned Unwashed While washing a car may not be contractual, it's typically standard practice at high-end dealerships like Volvo — especially when the car is kept for two days. It was disappointing to receive the vehicle back unwashed. 4. Low Tire Pressure Warning Light When I received the car, the low tire pressure warning light was on — specifically for the newly installed tire. I called AJ, who said, “I guess when we tried to store the tire pressure it didn’t take. You just need to reset it when the car is stationary.” If the dealership had my car for two days, I would have expected a basic check of all dashboard indicators before they returned it to me. 5. Car Returned with Zero Battery Charge (Hybrid) My Volvo is a hybrid, and it was returned with zero battery charge. While not a requirement, Koons sells both electric and hybrid vehicles — as well as charging equipment. A quick top-off would’ve been a thoughtful touch and a small gesture that shows attention to customer experience. Conclusion: While I appreciate past experiences with Koons Volvo, this visit did not meet expectations. I hope management takes this feedback constructively to improve transparency, attention to detail, and overall service quality going forward. More

by acappolla Verified Customer Verified Customer

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Joey Malizia made my routine service visit very pleasant. I've also worked with AJ McMillen during my previous visit and he was just as accomodating. Your staff overall is terrific and your service is great. I've also worked with AJ McMillen during my previous visit and he was just as accomodating. Your staff overall is terrific and your service is great. Thanks for all that you do!! I LOVE my Volvo...a Volvo owner since 1972. More

by melissa.m.fulton Verified Customer Verified Customer

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