VOLVO Chiswick West London SCAMI am writing to express my serious concerns regarding the service I received at Volvo Chiswick West London Branch (115 Power Road, London W4 5PY) on my wife’s Volvo XC60. On Tuesday, 27th August, I brought the vehicle in specifically to replace the back door lock. I was surprised to receive an email quoting £630 for diagnosing the issue, despite my clear instructions that only the lock needed replacement. After contacting customer service and explaining the situation, it was agreed that there would be no £630 charge for diagnosing and only the back lock would be replaced as requested. On Thursday, 29th August, I called the service desk and was informed that the car was ready for collection, with a total cost of just under £410. Given that the lock itself cost £162.50 + VAT, I felt this was quite high, but I accepted the charge and planned to collect the car before closing time. However, I was told over the phone that the person responsible for the department had already left, and I was advised to call the next day. I made multiple attempts to follow up on Friday, 30th August, but despite assurances that someone would return my call, this never happened. I tried again on Monday and finally, on Tuesday, I managed to arrange the collection of my vehicle. To my shock, I was presented with an invoice for £1,035. When I questioned this, the service department insisted it was correct. They refused to acknowledge the invoice of £410 I was told by the service department just a few days earlier and with no extra work done over the weekend as the car was ready. Despite my objections, I needed the car and with no resolution in sight I was forced to pay the inflated amount, minus a 10% discount offered by the manager, who displayed an unprofessional attitude. It has become clear to me that my car was ready on Thursday, 29th August, at a quoted price of £410, but was fraudulently held over the weekend to justify the exorbitant final charge. This experience has severely damaged my trust in Volvo, and I will not be returning to this branch. I am also considering selling the vehicle and avoiding Volvo altogether. I strongly advise potential customers to exercise caution when dealing with Volvo Car West London, as my experience suggests that the management and service department may not operate with integrity.
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