David Castro | Page 5

A Pattern of Non-Transparency I recently had my second experience with Volvo on 8/30, and unfortunately, it has left me feeling disillusioned and frustrated with their lack of transparency regarding prici experience with Volvo on 8/30, and unfortunately, it has left me feeling disillusioned and frustrated with their lack of transparency regarding pricing and services. I took my vehicle in for a third diagnostic test, this time focusing on an ongoing oil issue that I had previously brought to their attention. During my first visit, the technicians provided a list of recommendations, and I approved the replacement of the oil trap, breather hose, and clamps. In the second visit three months ago, I was informed that all that was needed was an oil change—no indication of any ongoing issues was presented. Fast forward to this third visit, and the story shifted dramatically. The technicians claimed they were unable to determine the root of the problem but suggested it might be something internal, particularly since the oil had just been changed. While checking in with Daniel for the diagnostic, he pointed out that my tail lights were out. I declined the service to replace them because I could handle it myself. He insisted that because there was an error displayed on my dashboard, it needed to be included in the estimate. I agreed but emphasized my intention to replace the bulbs myself. After that, I received a detailed text regarding the diagnostic findings. I only approved the oil-related suggestions, noting that there was a problem with the oil level, which required further investigation, as my vehicle had consumed a significant amount of oil in the last three months. To my surprise, an hour later, I got a message from Martin saying my vehicle was ready for pickup. When I arrived, I was presented with an invoice detailing an oil change and bulb replacement, which I had not consented to. Naturally, I was upset, especially since I had specifically communicated my need for just a simple oil top-off rather than a full change, given that I had just done that three months prior. Martin seemed to take my frustration personally and implied that they were doing me a favor by performing the oil change and bulb change, arguing that both services are typically more expensive than the diagnostic test itself. However, I am left questioning how a diagnostic test can be deemed valuable when they were unable to diagnose the actual issue with my vehicle, and then add extra services that I didn't even approve. Yet, I was still charged $215 for a service that felt more like guesswork than informed analysis, and then gaslighted to believe I was getting a "deal". This experience highlighted the ongoing issues with transparency and customer service at this Volvo location. I left feeling as though I had been misled and charged for services I did not ask for. This pattern of non-transparent pricing and an apparent lack of accountability is extremely disappointing. I came to Volvo seeking reliable service and support but walked away from my third visit feeling frustrated and undervalued as a customer. I hope this review serves as a cautionary tale to those considering service at this dealership and prompts them to seek more transparent communication in the future. More

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Your team and especially, David, are very good in explaining and handling my car’s services… your receptionist is also adorable and kind! explaining and handling my car’s services… your receptionist is also adorable and kind! More

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Excellent Service. Personable, friendly and timely. Communicated each step of the service via video, text and voicemail which were much appreciated. Personable, friendly and timely. Communicated each step of the service via video, text and voicemail which were much appreciated. More

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Great fast service here. And the guys at the service counter are really nice and helpful. And the guys at the service counter are really nice and helpful. More

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Professional, friendly, and prompt service! Everything went smooth with a great service! I will always come to this dealership. David and Michael are awesome! Thank you! Everything went smooth with a great service! I will always come to this dealership. David and Michael are awesome! Thank you! More

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I only will bring my car to Culver City Volvo. Everyone is easy to work with. Everyone is easy to work with. More

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great people and service always very friendly and professional. Love the Volvo and will lease new one this year. professional. Love the Volvo and will lease new one this year. More

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Everyone -- EVERYONE -- at this location is personable and friendly, from the receptionist, to the service guys to the salespeople. They really make each trip to this dealership a pleasure. A friendly env and friendly, from the receptionist, to the service guys to the salespeople. They really make each trip to this dealership a pleasure. A friendly environment goes a very long way. More

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Culver City Volvo is a place where they give Great service! Definitely a place to recommend! service! Definitely a place to recommend! More

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Friendly staff and expert knowledge in regards to my Volvo. Want to say thank you to all the Culver City Volvo team members Volvo. Want to say thank you to all the Culver City Volvo team members More

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