Ugne G.
Après-vente
- Volvo XC40
- Achat vérifié le 21/07/2026
Dear Service Manager,
I am writing to submit a formal complaint regarding the standard of service provided by your workshop and to request appropriate compensation for the losses and inconvenience I have suffered as a result.
On 27 May 2026, I brought my Volvo for its scheduled routine service. I was assured that the service would be completed on the same day. However, when the person authorised to collect my vehicle arrived at approximately 5:00 p.m., the vehicle was not ready. He was required to wait for a considerable period, and the service had still not been completed as promised.
At the time of the service, the condition of the brake pads was mentioned only in small print on the service invoice. No member of your staff drew this matter to my attention, explained that the brake pads required urgent replacement, or offered to arrange a follow-up appointment. Had I been properly informed, I would have authorised the necessary work immediately.
Less than two months later, on 21 July 2026, I returned to your workshop because I suspected a problem with the braking system. I was informed that the brake pads had worn out completely and that, as a consequence, the brake discs had already sustained damage and also required replacement. In my view, this damage could have been avoided had your workshop properly advised me during the service carried out on 27 May 2026.
The quality of customer service on 21 July 2026 was also unacceptable. Initially, I was informed that replacement brake pads were not available in stock and that the repair could not be completed. It was only after I expressed my dissatisfaction and requested that the workshop manager become involved that the required spare parts suddenly became available. This raises serious concerns regarding the accuracy of the information initially provided to me.
As a direct consequence of your workshop's handling of this matter, I was left without a vehicle and had no alternative but to rent a replacement vehicle in order to attend work and several urgent medical appointments scheduled for that day. This resulted in additional and unnecessary expenses, together with significant inconvenience, stress, and disruption.
I therefore request that Volvo review this matter and provide appropriate compensation for:
the avoidable damage to the brake discs resulting from the failure to properly advise me during the service of 27 May 2026;
the cost of the replacement vehicle that I was forced to rent due to the poor handling of the repair;
the significant inconvenience, stress, and disruption caused, including the delay to my work and interference with my medical appointments; and
the overall inadequate standard of customer service provided by your workshop.
I trust that Volvo values customer safety and service quality and will investigate this matter thoroughly. I look forward to receiving your response and your proposal for resolving this complaint within 14 days of receipt of this letter.
Ugne Garsviene
Ugne.garsviene@gmail.com
