Motability Scheme at Volvo Cars London West

Rodger was an excellent sales assistant helped me with every aspect of the car very pleasurable experience

Great experience Patrick was very helpful and understanding.

The handover was all it needed to be. Not too long and I believe all I needed to know was told to me and all my questions answered

amazing customer service……..

Roger was very knowledgeable and very helpful...

I am compelled to express our strong dissatisfaction with the service we received at the dealership, which is most disappointing.

We arrived at the dealership before 11:00 AM for our scheduled appointment at 11:30 AM concerning our vehicle's service, MOT, and an application update. A friendly gentleman named Greg took our keys to park the car, and the receptionist informed us that the service would take approximately three hours. Since we live quite far from the dealership, we specifically chose a service that would allow us to wait on-site instead of returning later to pick up the car.

By 3:30 PM, - four and a half hours after arriving, - having received no updates, I approached the service desk for clarification. The staff member, Paul, went to the workshop and returned, informing me that while the car was completed, the application update was pending due to low battery issues. This issue had been previously reported during our last visit and was told it would be resolved at this appointment. When I indicated that we were willing to wait for the update, Paul abruptly informed me that this would not be possible as it would take several hours. He further stated that we would be contacted to schedule a follow-up visit for the application update; - a statement that only added to our frustration. Paul said I should give him a minute to get our car key and paperwork so we could go. No apologies from him at all.

After waiting an additional 30 minutes (around 4.15 pm), I had to return to the desk, where Paul informed me that another staff member would bring the car keys to us. About 15 minutes later, Mr. Simon Swaley, (I hope I got his name right) who had walked by us multiple times in the waiting area, asked if there was a problem. It was now approximately 4:30 PM. As we recounted our distressing experience, Ashley approached and stated that he had been trying to secure authorisation from Motability for the MOT on our vehicle. It was inexcusable that Paul did not inform us that the MOT had not been completed, especially given that it is set to expire on 23 November. Ashley indicated that a rebooking had been made for us for the early morning of 21 November without prior consultation regarding our availability. This assumption regarding our schedules, given our disabilities, is wholly unacceptable. Does he think we were free 24/7? He said it was the only time available in November. Thanks to Mr. Swaley’s intervention. They ultimately managed to reschedule our appointment for the afternoon of 21 November.

During our recent experience, both my partner and I faced significant discomfort during a six-hour wait without any access to food or beverages. Unfortunately, throughout this lengthy period, we did not receive any updates or communication from staff members. Additionally, we were unable to obtain drinks, as the coffee machine was out of order, and we were not offered even basic refreshments like biscuits or water. This lack of support was disappointing and has prompted us to consider filing a formal complaint with both Motability and the dealership regarding our experience.

We are also keen to understand why authorisation for the MOT was not secured ahead of our scheduled appointment.

Based on this experience, it is clear that the service provided falls short of acceptable standards, and therefore deserves no star at all.

Roger Gooding was very knowledgeable and provided an excellent service.

They are helpful

Yes I am very happy with your service
All good kind understanding

Mr. Raul Menendez has been very helpful and very knowledgeable.

Amazing service which was patient and very informative.

Very good and efficient service

Couldn’t be bothered to answer the phone when I tried to call with a question after my service. I only tried 10 times

Very helpful thank you

Great service as always 👍🏼

Excellent service

Polite staff, and the MOT was complete in enough time for a couple of coffees.

Fantastic job, keep up the great work.

Great other than the changing my appointment

Very helpful from booking, to collecting, to the service, to the info about it and the way they looked after my car, to excellent return back to me too. Thanks so much Volvo Chiswick, really great customer experience.