Volvo Cars Walnut Creek — Attraction in Walnut Creek

I really hope that we end up enjoying our new XC90 T8 Inscription, because the process of getting it has been an absolute nightmare (I still don't have it as I type this). We're coming off of 6+ years of Audi Q7s and wanted to move to the hybrid, which Volvo is the only current option.

We had picked out our car Thursday morning- didn't need a test drive as we had done that earlier this year anticipating the end of current Q7 lease, so we knew this was what we wanted and had already factored in all of the finance stuff- we were ready to sign. We had a trade-in, which so far both BMW and Audi had already appraised same-day, and we had full quotes for new vehicles within an hour from both dealerships in the area.

In comes Volvo: Thursday we couldn't get in- understandable in the current climate. We set an appointment for Friday- this got canceled two hours before due to an "audit" - more on this later. So now we have a Saturday appointment- 10am, the first one, so this should be fast! Turns out Ryan had a personal issue and wouldn't be in, unfortunate and we hope he's doing well, so we were given another sales person. This was apparently done with zero hand-off, leading me to believe Ryan wasn't really great either. We were starting from scratch: they had no idea what car we were coming to see, they didn't know we needed a trade-in appraised, they didn't know Ryan had already given us all of the lease numbers, etc.

The car wasn't even pulled out and ready for us to look at- it was at the back of the lot behind other cars. Now starts the fun sales process- pulled around on the trade-in (expected, but unfortunate nonetheless), lease numbers didn't match up what Ryan had provided, etc. We finally get that sorted- we're now at hour 3. Now the credit application starts. For BMW and Audi, this has historically been 5-10 minutes for a form, and 5-10 minutes for the green light. Somehow this process took over an hour at Volvo. All said and done we were there for almost 6 hours, and we thought we'd be going in to sign and be done in under 2 hours given that's how it would have been had we decided to go with the BMW X5 or another Audi Q7 (both dealerships had paperwork ready to go, credit done, 5 minutes of signatures).

HERE'S THE KICKER: after all of this we couldn't even take the car home- it needed a software update. Instead of having service perform the 45-minute service (getting this information from Jason the sales manager) while we were twiddling our thumbs for 5 of the 6 hours we were there, they decided to make us leave without our car. So here we are on Tuesday, still no car. We had an appointment at 12, but it's now 12:07 and still nothing - sounds petty but at this point a TON of my time as been wasted by these guys.

Bonus round: Remember the "audit" that canceled our Friday appointment? It was a COVID-19 safety audit. This entire time we're stuck in the dealership with all of the employees that don't think it's necessary to wear a mask during a global pandemic. Never mind the signs they have posted all over the dealership saying they're required. Or the state laws requiring them. My wife and I volunteer with elderly people at risk, so this was very poor public safety practice at best and maliciously ignorant at worst. So that audit went really well, didn't it? Or it...

My experience was fantastic! The Walnut Creek Volvo team are committed to providing excellent customer service and are truly a joy to work with!

I am a proud owner of a 2011 Volvo c30 (T5 - manual 6 speed transmission) it is my first Volvo, my dream car, I purchased it new, as a custom order, and saved for years to buy it. So naturally, I'm diligent about its care and maintenance; and it's important to me to feel comfortable with a service team that I can trust.

Although I am a new customer to the Walnut Creek Volvo location, I have been a customer of Grant Bos since 2011 (Service Production Manager). I trust Grant's commitment to excellence and his integrity, as well as, his authentic and genuine kindness. So, when he transferred to Walnut Creek, I followed. Although it is a longer commute than the previous Volvo location, receiving exceptional customer service is far more important to me than mileage.

Below are a few of the highlights to describe the excellent customer service I received before, during and after my service.

Before my service appointment: I received a personal phone call from Paolo (Service Advisor) to not only confirm my upcoming service appointment but also took the time to review the services included in my VIP extended warranty, as well as, discussed and noted a concern about a safety and performance issue I was experiencing with my car.

The day of my Appointment: Wow! The team environment was buzzing with upbeat energy - it was clear that the team enjoyed working together! When I arrived, I was greeted by Lisa and Joanna (Reception), I met with Grant and Alan to review my service (Service Production Manager and Service Advisor). Alan then introduced me to several members of the team, including Casey (General Manager), William, Alex and Bruce (Sales Team), and Paolo (Service Advisor, mentioned above) who drove me to pick up my rental car.

After my service appointment: My car was serviced the same day. When I returned, I met with Alan and Grant to review the maintenance report, as well as, the follow-up needed to diagnose and resolve the safety concern issue.

I absolutely love the team! It's clear that they truly enjoy working together and genuinely care about...

DO NOT BUY A VOLVO!!! First off all the bay area dealerships are trash. They are selling luxury cars that have used car experience at best. If you have any issues with your car NO ONE WILL HELP YOU. I was told the part that my car needed was in development and to pick up my car and deal with it until it’s ready. Tried contacting everyone at VOLVO no one will actually help. Walnut Creek just wanted to get rid of me. They told me mixed information on what my car needed expecting me to understand the functions of the vehicle. Worst car I have ever owned at 80k. Car has dropped so much in value will have to take a loss just to get rid of the headache. DO NOT BUY VOLVO!

DO NOT BUY A VOLVO!!! First off all the bay area dealerships are trash. They are selling luxury cars that have used car experience at best. If you have any issues with your car NO ONE WILL HELP YOU. I was told the part that my car needed was in development and to pick up my car and deal with it until it’s ready. Tried contacting everyone at VOLVO no one will actually help. Walnut Creek just wanted to get rid of me. They told me mixed information on what my car needed expecting me to understand the functions of the vehicle. Worst car I have ever owned at 80k. Car has dropped so much in value will have to take a loss just to get rid of the headache. DO NOT BUY VOLVO! Received AUTO RESPONSE FROM DEALERSHIP below. What a joke already contacted multiple people everyone was extremely rude and did not care. Was told to pick up my car or I would incur storage cost.

Response from the owner 4 hours ago Catrina, we're truly sorry to hear about your experience with our dealership and the issues you've encountered with your Volvo. We understand your frustration and we apologize for the inconvenience this has caused you. Please feel free to reach out to us via text or call so we can assist you further with resolving the issues...