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“Terrible Customer After Service”

Written on: 01/09/2020 by StephenWhiteV55 (1 review written)

I bought a second hand 14 plate Volvo XC60, which had been one of my dream cars to buy, although not from a Volvo Dealership, got a warning light the day after I took ownership stating AWD disabled, AWD service required. Took it back to the place I bought it from and they attempted to sort issue, that didn't work, so they contacted Rybrook Volvo and were advised to complete a Transmission oil change, they completed this, but still could not get rid of the warning light, so booked the car in with Rybrook Volvo to get diagnostics completed and get to root cause of warning light. I was given a courtesy car from Perry's and Rybrook received the car on the Friday morning as booked. I was told that Rybrook had stated that the car should be ready on the Monday ready for an evening pick up, but received a call from Perry's stating Rybrook had been very difficult to contact and they were repeatedly put on hold only to be told, after waiting half an hour, that the engine oil was too hot so they could not complete the diagnostic. Rybrook stated that the diagnostic would be completed on the Tuesday and the required parts would be ordered for delivery Wednesday. The parts didn't arrive as planned until Thursday. Throughout this farce, Perry's contacted me every day with an update, although I started to feel sorry for the Lady as she was working off very little information from Rybrook, who didn't seem to have any urgency to fix my vehicle at all. I was contacted at 12:00 on the Thursday, and told that Perry's had spoken to Rybrook and agreed that the fix would be completed, somebody was sent over to collect the car at 16:30, for me to be available to pick up at 17:00. Fantastic I thought, as I was going on holiday early Friday morning. Went to collect the car as planned, but was told that there was an accident on the motorway and Rybrook were waiting for some oil to be delivered to them to complete the job. I was getting very frustrated now as I felt I was being mislead, but not from Perry's but Rybrook Volvo who it seems were just giving factually incorrect excuses for a very poor service. Perry's After Sales Manager was very apologetic again for the poor service they had received from Rybrook, contacted them and was told that the car would definitely be ready on the Friday morning and Rybrook would deliver the car to me by 11:00 Friday morning as they had caused the delays, but as stated, I was meant to be going on holiday early that day, Perry's then stated that they would have a driver at Rybrook at 09:00, who would wait there until the car was fixed and handed over. The job was finally completed and the car delivered to me at 9:55. I personally feel that throughout this debarcle, Perry's were supportive and constantly trying to update me with any information they had, Rybrook did not help them at all with this. I would have thought that there would have been some professional pride between different Dealerships to show that they had the better After Sales service. I have to say, Perry's definitely won that one.

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