Patrick Volvo

Mr*** We are reaching out to apologize for your unpleasant experience with Patrick Volvo. We certainly understand your frustration. We also understand that our Volvo Service Manager, Volvo Sales Manager and *** had reached out to you last week and provided a resolution regarding
the backordered part. Regarding the Volvo Loyalty discount, this discount is something to be qualified for based on previous Volvo ownership and unfortunately you didn’t qualify under this term. We also understand that we provided a pricing discount that your agreed toIf you have any further concerns please always feel free to reach out to The Patrick Dealer Customer Relations Team at [email protected] or always feel free to reach back out to our Volvo Team. We are always happy to answer any questions or address any concerns. Tell us why here

Initial Business Response /* (1000, 15, 2015/09/03) */
September 2, 2015
To: [redacted]
[redacted]
[redacted] IL XXXXX
Re: Patrick Volvo Service
Revdex.com Complaint
Dear [redacted],
We are very sorry for your...

unpleasant experience with our Patrick Volvo Service Department.
Please know it is never our goal to make an already unpleasant situation such as your accident worse especially after your vehicle spent so much time in our collision center. We believe our positive reviews are evidence of this fact.
We recognize that we made a mistake by not properly checking everything for you prior to you coming to pick up July 2, 2015.
Upon re-opening a repair order for the low tire air pressure light and checking the steering wheel our technician found out through our parts department that a specific part needed for your alignment (right rear spindle arm) was not in stock and would need to be ordered. Instead of ordering the part which would have taken longer we were able to locate the part through another Volvo dealer (within driving distance) which is why there was some confusion on the completion of this repair.

We realize this doesn't make up for your frustration, lost time and less than stellar experience but we would appreciate the opportunity to make this right. Please contact us at [redacted]@patrickcars.com.
Sincerely,
Patrick Customer Relations Team

Initial Business Response /* (1000, 5, 2014/03/03) */
Contact Name and Title: [redacted] Leiser [redacted] Manage
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@patrickcars.com
Ms. [redacted] brought her vehicle to our shop on Dec 23, 2013 for a noise from the vehicle's engine. Ms. [redacted] was...

given a loaner car as a courtesy to her even though her service contract may pay for rental car if her vehicle repair is covered by her contract. The initial diagnosis led us to a internal engine repair. This repair was approved by her service contract company and we began disassembly. We discovered upon teardown the vehicle had extensive damage requiring engine replacement. The service contract company decided to send an inspector to examine the vehicle. The initial estimate we provided was incorrect due to an error in our parts catalog and it was soon discovered that the total repair price would exceed the value of her vehicle. Ms. [redacted] then had to decide on which engine would be used to repair her vehicle. She could choose a factory refurbished engine or a used engine, the factory refurbished engine costing much more than used. These decisions and inspections all took time to complete and Ms. [redacted] was continuing to drive our loaner car. Ms. [redacted] was asked by her service contract company to provide maintenance receipts for her vehicle, receipts we could not provide as we do not maintain her vehicle. This request was made on 2/5/2014 and the receipts were finally received on 2/26/14, making the wait for these receipts the reason for the majority of the delay in the repair to her vehicle. The repairs to her vehicle are once again in progress after the proper documentation was received and she decided which engine to install.
I called Ms. [redacted] on 2/20/14 and requested the return of our loaner car, suggesting she take advantage of the rental coverage afforded by her contract. As of this writing, Ms. [redacted] still refuses to return our property, stating it is our dealership's responsibility to provide her with substitute transportation. It is certainly not our responsibility, but a courtesy extended to Ms. [redacted], a courtesy that will not be repeated.
Initial Consumer Rebuttal /* (3000, 7, 2014/03/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Per Patrick Volvo's response, it took them 7 weeks to diagnose the issue and discuss options with me. Each week, when I talked with [redacted], the service technician who was overseeing the car repair, I got a different story. Twice, he told me that the extended warranty company was going to "total out" the car. Both times I called to verify this with my extended warranty company and both times they had no record of ever giving this information out because no decisions had been reached.
Further, the extended warranty company has records that they had contacted [redacted] at Patrick Volvo twice regarding my maintenance records and had not received any call back. When I called and talked with [redacted] about this back at the beginning of February, he denied ever being contacted. This was not truthful since they were able to share the dates and times they called and that they left messages for [redacted].
I faxed them the information on February 10th and several days later, contacted them to see what was going on with the claim. They indicated that they had not gotten the fax, due to the fact that I had not put the reference number on the fax. I immediately faxed it again.
Patrick Volvo's loaner agreement contract indicates that I agree to return the loaner vehicle when mine is ready. Mine is not ready, which is why I still have their vehicle. They have chosen to drag this out for 73 days as of today, not me. It should be noted that each time Patrick Volvo has had my car - three times in total - I was always given a loaner. And each time I have taken the car in, Patrick Volvo has taken no less than two weeks to make a simple repair, such as change out a radio. This is why I do not choose to infringe on the extended warranty for a loaner, as it will only cover 10 days - imagine the debt I would be incurring this last instance with my car being "disassembled" and unavailable to me for 73 days so far!
I called Patrick Volvo's service manager, [redacted] last weekend for the VIN number to provide to the warranty company per their request. I had to call twice and leave two detailed messages before I received a call back this morning - 3 days after requesting this simple information. Patrick Volvo is not interested in repairing my car in any kind of an expeditious fashion, and I have to wonder whether or not the repair will be done haphazardly at this point.
[redacted], nor Patrick Volvo will ever need to worry about extending me a "courtesy" vehicle again - there has been nothing courteous about the last 73 days. Once I receive my vehicle back from them, they can be assured that they will never have my patronage again; nor the patronage of anyone else I can come into contact with as a result of social media and this Revdex.com complaint.
Certainly, most of us would lose our job if we were unable to produce results in 73+ days.
Final Business Response /* (4000, 9, 2014/03/12) */
I believe most consumers and repair facilities alike would agree it is imprudent to begin repairs to a vehicle without authorization. Deliberate delays to repairs would make no sense, as we only receive payment at the completion of the repairs. I would have to agree with this customer if we were given the okay to repair this vehicle on December 23rd, however, the authorization to repair this vehicle did not arrive officially until 2/28/14. The delay to receive the authorization was discussed at length in the previous communication. Once authorized, the repair process began immediately. The vehicle is completed today, just 12 days after receiving authorization, including a 7 day wait for the used engine to arrive.
As to our loaner vehicle, the contract actually states the vehicle will be returned on the due date listed on the contract ( Paragraph 3). The due date listed on this particular contract is 12/23/13. Perhaps this customer is casting us as villains to divert attention from their refusal to return our property.
Final Consumer Response /* (4200, 11, 2014/03/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I received my car back on Saturday, March 15th, my side view mirror casing is cracked and the mirror does not have full range of motion and there is green paint on the plastic casing. I immediately brought it to the attention of the service worker at [redacted] and we both took pictures. I called the service manager later on the 15th to let him know about it and requested a response. I did not receive a return call until the 18th from the service manager indicating that they "decline to participate in getting the mirror fixed.
The paperwork I was asked to sign when I picked the car up indicated that there was no warranty on the engine, however the service writer had told me the used engine was warrantied for 12 months on parts. I put a note by this on the paperwork and included this issue in my phone message to the service manager later that day. When he called to absolve Patrick Volvo from the damage that occurred to my car while in their care, no mention was made of this warranty issue. I called back on the 18th after receiving their message inquiring on information on the warranty discrepancy. As of today, March 22, I have not heard anything back from Patrick Volvo regarding it.
The people this company employs employ do not have the customer service skills to return a simple phone call or to inform the left hand what the right hand has done. I continue to be completely dissatisfied with Patrick Volvo's service department and their lack of taking responsibility for their careless actions.

Please accept my sincere apology on behalf of our company. I am very sorry to learn that your experience with [redacted] our Client Advisor was less than adequate. We have spoken with the General Sales Manager of the store who has explained he did speak with you regarding your conversation with what...

[redacted] that he is working to resolve what is needed for the navigation system in your Volvo and he will follow up with you.  In the meantime if you have any further concerns please feel free to also reach out to [email protected] who escalates all concerns such as yours to our upper management department for immediate attention.

Initial Business Response /* (1000, 15, 2015/09/03) */
September 2, 2015
To: [redacted]
[redacted]
[redacted] IL XXXXX
Re: Patrick Volvo Service
Revdex.com Complaint
Dear [redacted],
We are very sorry for your unpleasant...

experience with our Patrick Volvo Service Department.
Please know it is never our goal to make an already unpleasant situation such as your accident worse especially after your vehicle spent so much time in our collision center. We believe our positive reviews are evidence of this fact.
We recognize that we made a mistake by not properly checking everything for you prior to you coming to pick up July 2, 2015.
Upon re-opening a repair order for the low tire air pressure light and checking the steering wheel our technician found out through our parts department that a specific part needed for your alignment (right rear spindle arm) was not in stock and would need to be ordered. Instead of ordering the part which would have taken longer we were able to locate the part through another Volvo dealer (within driving distance) which is why there was some confusion on the completion of this repair.

We realize this doesn't make up for your frustration, lost time and less than stellar experience but we would appreciate the opportunity to make this right. Please contact us at [redacted]@patrickcars.com.
Sincerely,
Patrick Customer Relations Team