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| - These guys made the best of a rather annoying situation and I would recommend them to folks needing Volvo servicing. Have been to a number of Volvo dealerships recently as we were interested in purchasing an XC90 and after purchasing have had a number of "issues" pop up with the vehicle that have needed to be addressed. (The 2016 XC90 has been underwhelming to say the least with the amount of times we have had to bring it in for repairs in the couple of months that we have owned it, but that is the manufacturer's issue not the dealers' fault.) The service folks at this joint that we interacted with were all very professional, helpful, and definitely had an understanding of good customer service. Beyond actually getting the car in a place where it could be back on the road, there were two things that stood out vs. other dealership servicing experiences I have had.
1) They provided an XC90 loaner (as opposed to a sedan which other dealers provided, the reason I got an XC90 is that I have two kids with large car seats that don't fit neatly into my sedan, what good does a loaner sedan do me?) and didn't hard sell any added insurance coverages. (As opposed to "We recommend you pay the $20/day comprehensive to cover any scratches or minor damage that might occur with the vehicle while it is on loan" which I have gotten at other dealers.)
2) When we got the vehicle back there was a visible scratch on the back. I understand in a shop with a lot of machinery and moving parts that these things happen, but before I brought it up I was mentally preparing for the potential dance around whether it existed before the vehicle was dropped off (which thankfully I have only heard horror stories about with others never experienced myself). I got no pushback whatsoever. They "buffed" the scratch out and it went from being plainly visible to barely being noticeable even if you looked for it. Any org can provide great customer service when everything goes smoothly, the sign of a truly service oriented org in my mind is when they do something wrong and what they do to make it right. These guys owned the issue and resolved it in a satisfactory way with no fuss.
Only reason why I can't give them 5 stars is that the complimentary car wash they provided was better than nothing, but significantly below the quality of the $12 wash you can get elsewhere. Not a huge deal considering it is complimentary to begin with, but for an org that does service so well in other areas, I would think they would either do it in a high quality way or not do it at all.
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