Thom Lamm | Page 15

Good Samaritan Thursday, January 31, 2019, my wife and I were on our way to Easton, Maryland to close on the sale of a second home we had in the family for 33 years Thursday, January 31, 2019, my wife and I were on our way to Easton, Maryland to close on the sale of a second home we had in the family for 33 years. About two miles west of Annapolis on Route 50 our 2005 Volvo XCE lost power and went into "reduced power mode". We pulled over and restarted and it resumed normal power, but when we put on the cruise control, it went to low power again. We pulled over, restarted and while the engine got back to full power, out of concern that we might break down again, we left the cruise control off and drove slowly to Annapolis Volvo where I had stopped in previous years for service. Our regular DC area dealer is Ourisman Volvo of Bethesda (formerly Martins). Mr. Turner the service rep was sympathetic and extremely helpful. We had an 11:00 a.. closing at Eastern Title and it was 10:30 when we arrived at Annapolis Volvo. Mr. Turner said he'd need to run a diagnostic before declaring the car safe and it might take a few hours. He offered a loaner car so we could make our closing. We arrived in Easton only about 20 minutes late and the closing took place. As it turned out the car needed parts that had to be ordered and would not be ready for at least 4 days. But the loaner car saved our lives as we drove it back to DC following the closing and, as predicted by Mr. Turner, our 2005 Volvo was ready on Monday, Feb. 5. We are shall be forever grateful for the kindness and professionalism shown us by the staff at Annapolis Volvo. So much so, that when I picked up our repaired XCE on Tuesday, the 5th, I went to the showroom and looked at the 2019 XC 60s. Mr. Lam waited on me and sent me materials. Thank you Annapolis Volvo for being there for us. Stephen Danzansky More

by steve Verified Customer Verified Customer

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Disrespectful and unprofessional finance lady It's a shame that I have to do this, because I left with a brand new XC 60 and my sales person Thom and his manager Bruce were fantastic. I essential It's a shame that I have to do this, because I left with a brand new XC 60 and my sales person Thom and his manager Bruce were fantastic. I essentially purchased my vehicle to give them the business, even though I received a comparable offer at another dealer. I even gave this dealership a 5-star rating (which I deleted) while sitting in Thom's office (prior to seeing the lady in finance) because I did not expect the most bizarre, disappointing, and disrespectful behavior from the finance lady (the last stop in the process) to occur. I apologize for the long review, but it is important for me to detail this 30 minute conversation the best I can to depict the shocking, unprofessional, and disrespectful behavior from the finance lady. It all started when the finance lady offered me the "Excessive Wear & Tear" warranty (it is a leased vehicle). Naturally, I asked many questions about this (what's covered, etc.). At first, she explained everything to very nicely, but as I continued probing, she was getting fed up and made a comment that "most people just listen to me and buy it." I let this comment, and many other subtle jabs at me, slide. Anyways, I finally agreed to the warrant and she printed the contract. The very first thing I read was that "this warranty covers only up to 3K in damage." I asked - "Is this right? This doesn't sound like a very good deal." Then she acts like this was a "mistake" that she didn't know about. She goes on to her computer, pretends to act confused, and looks around her computer screen for 10 minutes before printing a new "corrected" contract. Now, I have absolutely no trust in this woman and am reading everything, the numbers, fine print, etc. in this "Excessive Wear & Tear" warrant very carefully to make sure she didn't pull another fast one on me. She was clearly very agitated and annoyed that I am taking my time, googling information about the warranty, and asking questions. Finally, she makes the decision HERSELF to remove the warranty all together and print me the final contract. Even though I was stunned at her unprofessional behavior, I didn't say a word - even though I know she just wants to get me out of her office. So now, I am reading the entire leasing contract very carefully without saying anything, because I just want to end this nightmare and drive home in my new car. While I am reading the contract, slowing signing each page and moving onto the next one, she makes the comment that "You should have came here earlier - we closed a half an hour ago." Is it professional to say to this a customer? Anyways, I was in constant communication with my sales rep the entire day about my arrival time. If it was a problem, I am sure they have would have told me. Then she says “Most people do their homework before coming in.” Lady, I didn’t get the contract before 2 seconds ago, you already tried to fool me into signing something, so I am absolutely going to take my time signing documents on a $56K asset. No amount of “homework” would have sped up the process after I caught you red-handed trying to fleece me. Anyways, I calmly ignore this and other "jabs" she was taking at me. I was about to initial the 7th page of the document, but before I signed it, I lifted up the first page to verify the numbers in "Section 5C" because the page I was signing on had referenced this section. I literally just lifted the page and she screams "YOU HAVE GOT TO BE KIDDING ME?" I completely lost my patience, stood up and said, "I am not buying this car." At this point, I am literally signing a contract under duress. She knew that this situation was not getting better given that I have finally decided to talk back to her so she proceeded to run out of her office to the sales team with my papers, and tell them a completely fabricated version of the story and ending it with "now you can hear the customer's version because of course he is always right." The lady proceeded to storm out of the office and left the building. Both Thom and Bruce had a look of disbelief. Bruce was very apologetic and embarrassed about this situation that I had just experienced. I proceeded to sign the rest of the contract with Bruce, who answered my remaining questions very professionally. He said the VP of the dealer will be calling me shortly to "make this situation right." Honestly, I don't know what can be done to fix this. I drove the car home very disturbed. Everyone that I told this story to, was asking me "Why did you give them the business?" Honestly, I can't let that one miserable lady ruin it for the rest of the company, as Thom and Bruce were there late on Friday night to make sure I was taken care of. However, I am awaiting my phone call from the VP, so that they are fully aware of this employee's behavior and the distressful situation that I was put through by her. More

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First Volvo Purchase We purchased our very first volvo from Thom at Volvo Annapolis. It was an excellent experience! Thom was very accommodating. My husband and I both enj We purchased our very first volvo from Thom at Volvo Annapolis. It was an excellent experience! Thom was very accommodating. My husband and I both enjoyed working with him. He was very knowledgeable of Volvo as a company as well as each of the models were were considering. He was patient with us as we debated our decision and was able to give us excellent advice. We are so excited about our XC 90 and know it will be the perfect fit for our growing family! Overall, our entire experience at Volvo Annapolis was A++! Thank you Thom and Volvo Annapolis!! :) More

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Very good experience Thom is an excellent salesperson. I talked to most of the Volvo dealers in the DC area and he was the guy I wanted to do business with at the end of Thom is an excellent salesperson. I talked to most of the Volvo dealers in the DC area and he was the guy I wanted to do business with at the end of the day. It was worth the drive to Annapolis. I got to meet the manager, Steve, and other members of the team (like the outstanding tech guy who explains everything after you buy the car). I wouldn't buy a Volvo without checking with these guys first. They were true to their word every step of the way. More

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Volvo of Annapolis, a service- focused environment! Volvo of Annapolis sales team, Thom Lamm inparticular, provided courteous and friendly service from my initial inquiry to the unveiling of my new XC90 Volvo of Annapolis sales team, Thom Lamm inparticular, provided courteous and friendly service from my initial inquiry to the unveiling of my new XC90 in the showroom. In addition, I found Thom to be knowledgeable and very informed about the vehicle I was purchasing, making my buying experience gratifying. I truly recommend Volvo of Annapolis for the ultimate buying experience. MH More

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Could not ask for better sales experience!!! I took a long time narrowing down my recent vehicle purchase, 8 months in fact. I wasn't sure I wanted a Volvo but on my day of test drives I stopped I took a long time narrowing down my recent vehicle purchase, 8 months in fact. I wasn't sure I wanted a Volvo but on my day of test drives I stopped in here and worked with Thom Lamm. Thom took me out on a test drive of the new XC90 and had more knowledge on the vehicle than one could hope to expect. He was patient, kind and most of all, he was not a high pressure salesman. You all know the type, the ones that make car buying painful. Thom was the exact opposite of the typical car salesman. I told him I was there to test drive and was not buying and he completely understood. He took more than enough time with me answering all my questions, even knowing the vehicle may not be the one I ended up with. When I went to leave, Steve Currie, the sales manager introduced himself and provided me a quote for the vehicle I test drove and said he just wanted to introduce himself and told me to let him know if I needed anything further. Absolutely no pressure. Over the coming months I kept in touch and brought my wife back to test drive the car. She was immediately sold. And of course she agreed that this was the place we wanted to buy from. It was the customer service and approach that Thom and Steve used that made us comfortable and happy to deal with them. As we got closer to buying Steve and Thom ran several deal scenarios for us. We changed our minds on the particular vehicle we wanted from them several times. We asked for tons of quotes and quite honestly they bent offer backwards to accommodate. We were closing in on a deal and at the last minute we changed our purchase decision to another car which they happily obliged. They even threw in some add on options and swapped wheels based on my requests. We got an awesome sales price. On the day I came in Steve mentioned that they just came out with a $3000 trade in rebate the night before. I had no knowledge of this and Steve, being honest and up front gave me the rebate, in addition to the higher end of the blue book value for my trade in. It really was a nice cap on a great deal. Marva the finance manager got me the lowest interest rate possible and made the paperwork painless and easy. This may sound long winded but I have dealt with several car dealerships and even went to other luxury car dealerships in the area. It was the customer service of Thom and Steve that made me a first time and hopefully a repeat customer at Annapolis Volvo. If you are considering one of their vehicles, please do yourself a favor and ask for either of them. They are a pleasure to deal with and just honest, good people. Thank you Thom and Steve! -Mike K. More

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Purchasing Volvo Working with Thom Lamm was a pleasant experience. He was low key, responsive and knowledgeable and made us feel comfortable with the process. He an Working with Thom Lamm was a pleasant experience. He was low key, responsive and knowledgeable and made us feel comfortable with the process. He answered our questions and worked to get us the best deal possible. After we purchased the car Lee was patient with us while explaining the many features of the Volvo. Mike Mayfield was accommodating in reaching a deal we were happy with. More

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Tom was an excellent sales person- very knowledgable Tom was an excellent sales person and provided many choices. Tome was interested in selling me a car with which I would be happy. I would recommend To Tom was an excellent sales person and provided many choices. Tome was interested in selling me a car with which I would be happy. I would recommend Tom to anyone interested in the Volvo. More

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Superb The new XC-70 we bought last Monday was our second Volvo purchase with Thom Lamm. Both experiences were great. He explained the vehicles expertly and The new XC-70 we bought last Monday was our second Volvo purchase with Thom Lamm. Both experiences were great. He explained the vehicles expertly and was very thorough and knowledgeable. I highly recommend him to anyone considering a new or used Volvo. More

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Pleasant and Professional My current vehicle is twelve years old so the experience of buying a new car has changed considerably. Bobby Johnson was very knowledgeable in explai My current vehicle is twelve years old so the experience of buying a new car has changed considerably. Bobby Johnson was very knowledgeable in explaining the many new features of a Volvo on our test drive. When we came back for a second test drive, I had done some research and had quite a few questions which Thom Lamm handled easily. Everyone was very helpful and let us move forward at our own pace. Mike Mayfield and Marva Law finalized the sale. The whole experience was friendly and professional. We now own a new Volvo S60 Inscription. Thanks so much. More

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