I’ve been going to Volvo Laval since 2023. I lived in Toronto and moved to Ottawa. I do not mind driving to Laval to this dealership to have my car serviced. My service adviser is Pino and he had been very professional and helpful all this time. I also love their lounge. A good place to do some work while waiting. They have a wide selection of teas and coffee. It is very clean and comfortable to stay and wait. Most of all, the staff are friendly and nice. Thanks to all the staff (esp. service guys) of Volvo Laval.
firstly, this is an edit from a review i left for this same dealer this time last week where i gave a 1 star out of 5 rating. If you happened to read that review from last week, please disregard it and keep reading this review below. Long story short, yes the story has a happy ending (for everyone) but more importantly, how we got to this resolution was a masterclass in customer service.
So, after driving across town to see a vehicle that wasn't there last Friday, i got, well, a little annoyed you could say. In a fit, i drove home to type up my little rant on Google to let everyone know about it, as you do on social media these days. I`m not proud of my childish outburst.
I immediately got a response on Google from the dealer and we connected by phone even though the dealer owner was away from his office. He explained the misunderstanding, apologized and promised to have the vehicle in the showroom ASAP and my file transferred to another saleperson.
Still brooding last weekend, my wife told me to get over myself and call the dealer back to go look at the vehicle, which is what you do when you are told. With my pride and vanity put back into place by my wife, I reached out to book an appointment to see the vehicle. From then on, I could not have had a better experience; Dino followed up with me, had the vehicle cleaned for when i arrived to see it and answered every question i had with patience and care. We explained the financing and got a good rate and i got a fair price on my trade.
We bought the car this afternoon.
So here's what made the purchase special today:
1. the original salesperson saw me in the showroom buying the vehicle from another salesperson and headed straight over to me. After a brief awkwardness, she apologized for the snafu last week, we shook hands and she was gracious with her apology. Probably more than I was in accepting it I am afraid. She didn't have to, but she did and that was significant.
2. the dealer never once asked me to take the original review down. The dealer admitted that they could have done better and then went and did exactly what they promised to do. They did better.
I am writing this re-review frankly, because this is the rating the dealer deserves based on how they responded to my online critique. They could have just said, oh well what's that guys problem etc. etc.? but they didn't. The dealer saw what happened and genuinely wanted to make it right, and then made it right.
