Bill Moakley

Volvo Cars of Marin Service Department Review FORGED SIGNATURE, EVIDENCE SPOLIATION, REPAIR NEGLIGENCE, AND RETALIATORY TACTICS AT VOLVO CARS OF MARIN If you service your vehicle here, check every do SIGNATURE, EVIDENCE SPOLIATION, REPAIR NEGLIGENCE, AND RETALIATORY TACTICS AT VOLVO CARS OF MARIN If you service your vehicle here, check every document immediately for unauthorized or forged signatures. I am publicly documenting what I believe are serious ethical, legal, and compliance failures at Volvo Cars of Marin (Price Family Dealerships), including a forged signature, disputed electronic records, failure to stand behind major repair work, and retaliatory treatment after I raised these concerns. I originally purchased this vehicle from the Price Family Dealerships Toyota location in Marin. I was told it needed a new engine. Rather than resolving the matter internally, the vehicle was routed to their Volvo location, where my extended warranty provider was billed more than $20,000 for a full engine replacement. The dealership kept the vehicle for nearly a year, yet Volvo now refuses to stand behind the repair. After waiting several months for an appointment and loaner, I brought the vehicle in on 8/18 for overheating, an intermittent check-engine light, a faulty charging port, and an intermittent coolant warning. I signed only a standard loaner agreement outside by the loaner vehicle at 1:47 PM. Service Advisor Bill Moakley later stated that a missing plug/cap was causing cooling-system pressure loss and overheating, then demanded $695 for the part. I disputed this because the dealership had previously performed the engine replacement and was the last party to work under the hood. Moakley nevertheless claimed they would not have touched the cooling system during an engine replacement, which I know not to be truthful. I was also not informed that the replacement engine had been installed onto a decade-old, failing engine mount, raising additional safety concerns. While reviewing my portal, I discovered Repair Order #156271, entered at 4:53 PM on August 18, hours after I had left, showing my signature on a $295 financial obligation that I did not provide. I never saw, reviewed, or signed this document. Critically, I was at a documented dental appointment at that exact time. I consider this an extremely serious matter requiring investigation. When I escalated the alleged signature forgery and mechanical concerns, Service and Parts Director Chris Vann responded defensively, claiming the cooling system was fine while failing to address the alleged forged signature. His account also conflicts with written communications from his own service advisor concerning the missing plug/cap and cooling-system issue. Vann further claimed I had chosen not to work with the shop. That is inaccurate: I sought accountability, documentation, and a fair resolution for disputed workmanship. On August 24 at 4:55 PM, Vann then called me in an aggressive and defensive manner, accused me of seeking “free service,” and threatened a $150-per-day loaner charge and to report the loaner vehicle stolen while the disputed repair remained unresolved. He subsequently put these threats in writing by email. I believe these actions were retaliatory and intended to pressure me into abandoning my complaints. Afterward, my customer portal access was revoked. When access returned, I discovered that the disputed forged document had apparently been removed and replaced with a modified document showing a live update timestamp of August 24 at 5:01 PM. This occurred after I sent a Legal Notice to Preserve Records on 8/22. I am deeply concerned that electronic evidence may have been altered or removed. I repeatedly contacted General Manager Matt Gordon by phone and email requesting an internal investigation as well as ownership. I received no response. The dealership has also repeatedly failed to provide complete repair records, invoices, technician notes, diagnostic documentation, and other requested service records. More

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