Doesn't matter what you pay, customer service doesn't exist
I am extremely dissatisfied with my recent service experience. After the sale, it feels like customer support ends. A 2026 GV70 with roughly 10,000 miles should not already require repeated service visits.
When I purchased the vehicle, I was told a loaner would be available during service. However, when service was actually needed, I was told the earliest appointment with a loaner was weeks out. I dropped my vehicle off on a Monday, and by Thursday I still had no meaningful update. When I asked for status, I was told the technician was on personal leave until Monday. Then, unexpectedly, the vehicle was marked “ready” the following day. The core concerns were not addressed: for the engine issue, I was told a code was reset with no repair identified; for the noisy ride/window concern (I also provided a video), I was told the issue could not be replicated.
When I picked up my vehicle, the fuel level was at 0%. The vehicle was returned to me essentially out of gas, which is unacceptable. When I asked if the fuel could be restored to the level it had when I dropped it off, a service representative told me it was “not their job” to put gas back in my vehicle despite the expectation that customers return loaner vehicles with fuel.
I requested to speak with a manager, and the service manager reiterated that test-driving the vehicle does not make the dealership responsible for refueling it. This misses the broader issue: basic customer service and accountability. A paying customer should not be asked to leave in a vehicle at empty fuel, especially after an extended service visit with unresolved concerns.
Net Promoter® NPS®, NPS Prism® et les émoticônes associées au NPS sont des marques déposées de Bain & Company, Inc., Satmetrix Systems, Inc. et Fred Reichheld. Net Promoter Score™ et Net Promoter System™ sont des marques de service de Bain & Company, Inc. et Fred Reichheld.
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When I purchased the vehicle, I was told a loaner would be available during service. However, when service was actually needed, I was told the earliest appointment with a loaner was weeks out. I dropped my vehicle off on a Monday, and by Thursday I still had no meaningful update. When I asked for status, I was told the technician was on personal leave until Monday. Then, unexpectedly, the vehicle was marked “ready” the following day. The core concerns were not addressed: for the engine issue, I was told a code was reset with no repair identified; for the noisy ride/window concern (I also provided a video), I was told the issue could not be replicated.
When I picked up my vehicle, the fuel level was at 0%. The vehicle was returned to me essentially out of gas, which is unacceptable. When I asked if the fuel could be restored to the level it had when I dropped it off, a service representative told me it was “not their job” to put gas back in my vehicle despite the expectation that customers return loaner vehicles with fuel.
I requested to speak with a manager, and the service manager reiterated that test-driving the vehicle does not make the dealership responsible for refueling it. This misses the broader issue: basic customer service and accountability. A paying customer should not be asked to leave in a vehicle at empty fuel, especially after an extended service visit with unresolved concerns.