Volvo Cars Gilbert - Service Center

Volvo Cars Gilbert responded

It is unfortunate that you were unwilling to have a conversation about this and chose to abruptly hang up when you found out where I was calling from. I make these calls personally because our customers’ satisfaction and reputation are extremely important to me. Since you were unwilling to discuss these concerns, I will try and address them here. You were here with a tire issue in April of 2023, Judd was not employed at our dealership at that time. Our dealership has made a choice to sell Factory Volvo protection products exclusively. We do this so that if one of our customers had tire and wheel coverage and went into any Volvo dealership in the country, they would be able to see that coverage was active on the vehicle and process a claim on it. The dealership you purchased from sold you a third-party insurance contract that is not visible to other dealerships in the same way. Had we seen it, or had you talked about it at the time you dropped your car off, or had you called when you received an estimate for the work as opposed to just approving a repair you had no intention of paying for, we would have been able to process a claim through your contract company. This Estimate amount was sent electronically to your email and via text and the quote was approved by you. Unfortunately, the contract you purchased will not approve work after it has been completed, (they require pre-approval) are staff called and tried on your behalf. They do, however, have a provision to reimburse the customer directly if that exact situation comes up as our staff tried to share that with you. You would have been reimbursed, we won't be and will have to absorb the cost of the repair. Please understand that when screaming at our staff you were allowed to leave without paying your bill not based on what was owed to you or right but instead on your behavior. If you would like to discuss this, please contact me. Sincerely, Grant Lord - Service Director 480-222-5401

azagriculturalconsultants responded

Spin-master Grant Lord, you must know that your employees are liars. While I was in the dealership, Judd and Mitch blatantly lied to my face, at minimum, 15 times. In your response, Grant, you have already lied at least 4 times. 1) When you called me I was in a meeting and thought you were someone who could not get on the zoom call, I did not have time to talk to you... Also had no idea who Grant was. If you would like to call me back, please do so, but since Arizona is a 2-party state, only call back if you consent to being recorded. Then I can expose your unethical business tactics and lies for real. 2) Please pull the camera footage. You know very well I was not screaming at any staff. I was, however, laughing.... because they were breaking laws, threatening to put a lien on my car, ban me from the business, and remove my tires.... all because they did not want to own up to their mistake. I had a lawyer on the phone who can attest that their was no screaming at any point. Furthermore, if I was screaming, why when I asked for Mitch Ross' name did he say "I made a mistake and I'm scared to tell you because I'm new here and don't want to get in trouble." When I asked for his name again, he turned tomato-red and begin to apologize profusely. He said he simply "had a bad day, and decided to take it out on me." He said he was wrong, and "just was frustrated at his own oversight, and asked that I please forgive him." So clearly, your employee's knew they were being dishonest tricksters. 3) Third lie - you just said "You would have been reimbursed," right after you said my contract will not offer coverage if work has already been completed. You told me I would be reimbursed, knowing very well I would not be reimbursed. In fact, I was standing there with my counsel on speaker phone when the representative from the coverage provider said there was no way to reimburse for a tire that had already been disposed of. You just told me I would be reimbursed because they rejected your request to be reimbursed. 4) Fourth Lie: You said I made no mention that I was covered for tire damage. I told your employees I was covered twice, over the phone, before I brought the car in. Then, when I arrived, I told Judd I had the same tire replaced not long ago and it was covered. When I arrived to pick the car up, Judd admitted that he checked to see if I was covered but didn't see anything. I asked Judd: "how could you not see anything if I was just here a few months ago and had my tire-replacement paid for under the same contract." Judd lied and said, "We don't keep any records in our system of service work we have done in the past." So clearly Judd is lying since you were able to look up that I had my tire replaced a few months earlier in April. Please send camera footage where you claim I was screaming. Not only will it show how calmly I told them I would not pay for their oversight and mistake. It will show that rather than admit to a mistake, Judd and Mitch had a tantrum and made various threats about what they could do to my car if I didn't just pay them. The video will show me laughing at their unreasonableness, while my business attorney questions them in utter disbelief. It will surely go viral on YouTube if there is any audio, but even without it. Plus, the public should see how unethical, lying mechanics overcharge and manipulate people they deem vulnerable so that they can protect themselves and their families from the same tactics.