Paul Rigby Volvo Avis 

Purchased my v90 from Paul Rigby, a few issues but all resolved professionally and in a timely manner. Good customer service.

I purchased a used V90 from Stoneacre Volvo in Stockton due to covid I could not physically view the car but they provided me with a personalised video paying special attention to the 19” diamond cut wheels – They were unmarked – perfect condition. When the car was delivered i found a few things with the car which Stoneacre agreed for my local Volvo dealership Paul Rigby Stourbridge / Lye to put right and they would pay. Car went in to Paul Rigby and the work was done they pointed out that the rear tyres were badly cracked and would need replacing -- Stoneacre agreed for this to be done. The day before taking the car in to have the tyres replaced I cleaned the car and the alloy wheels (they were still mint - I had only had the car for less than 2 weeks). Took the car in and got tyres replaced -- the edge of the alloys wheels and tyres had been covered in the substance used to help the tyre slip onto the alloy easier, I was surprised they had not cleaned it off so the very next day I cleaned the rear wheels only to find the one alloy wheel had been damaged. I contacted the dealership straight away only to be told that it could not have happened there due to they have a "no blame policy" which meant that if a technician damaged anything they would report it and it would be fixed without them getting into trouble – I said that the wheel was undamaged when I took the car to them but they would not change there stance. I agreed to take the car in the next day for them to inspect. Before taking the car in, I contacted an alloy wheel refurbishing company who i sent photos to get a price to fix (almost £200) as well as asking if in their experience it was done when fitting the new tyres - they confirmed what i thought / new which was it was done when fitting the tyres. I took the car in and was told by the service manager that the damage was due to the wheel being "kerbed" which i knew not to be right but ended up in a no win situation. I left the dealership annoyed to say the least and took the car to a company that does wheel alignment due to the dealership does not do alignment - I asked the technician there if he thought the damage was done by the alloy being “Kerbed” he said no and the reason being that if it had been kerbed the damage would be directional in the fact that the wheel was turning at the time when the damaged occurred - which was not the case with the damage on my alloy. Even with this new information I feel there is no point in going back to the dealership due to they will not change there stance because that will cost them money, but in the long run they lose due to I will not be getting my car serviced there or buying a car form them in the future.

So lesson learned don’t get your tyres fitted at Paul Rigby Stourbridge / Lye but if you do take pictures when on their car park and if your alloys get damaged you have the photos to prove the condition before the work was carried out – but I expect even with photos you may still have a battle on your hands.

We have just bought a nearly new Volvo V60 from Trevor at Paul Rigby.
From the off he was enthusiastic, informative and transparent.
We viewed the car before we made the purchase, the niggles (only 2 anyway) we pointed out, were sorted to a high standard before we picked it up. We have had it almost a month now, BRILLIANT CAR.
So considering we viewed a Volvo V60 at our local dealer less than 10 miles away.
We bought a car over 100 miles away from Paul Rigby, this says loads about the team there.
Trevor was brilliant, in fact everyone who we met at the dealership was happy, friendly and professional.
Thanks, hopefully the rest of the ownership of our V60 will be as good an experience.

Since collection of new XC40 7/3/2020 nothing but problems. Handover should have taken 1hour 15 minutes - took over 4 hours. Multiple paperwork errors by various members of dealership - had numerous emails apologising from salesman, aftersales manager, service department and even owner.
Since then multiple software problems, I’ll fitting sun roof, tyre pressures 44.5 - should be 33.
Car has now been at dealership since 11/5/2020 with no idea of when I’ll get it back. Now passed on to Volvo Sweden technical who can’t fix it. Problem is SOS button when activated not only does not connect to SOS centre who should be able to speak to me - car does not transmit my location, and more importantly the car blocks my phone from making calls - so if I’m in an accident- and live in a rural area with occasionally not much traffic- I wouldn’t be able to contact anyone. Volvo are saying it’s a network problem- if that’s the case then I assume other cars must be affected and Volvo should notify them - they are maintaining mine is the only car affected. Dealership won’t even try another car.
Dealership has loaned me an XC60 done 1800 miles - even that is faulty -BLIS doesn’t work - button on steering wheel to answer phone, change radio etc. hardly works.
I have followed all complaints procedures - however I have hardly had any feedback from dealership, Volvo or Santander.
So now I’ve contacted various car magazines, Carwow, radio stations etc. - I don’t like doing this but what’s the alternative?
Many of my problems have been experienced by others for some time - so why haven’t Volvo sorted them?

Absolutely awful service from dealership,Volvo and Santander.

2nd new xc60 purchase from this dealer in Birmingham.
Excellent price to change and the sales rep was excellent throughout.
Highly recommended.

Be careful if your car has a fault even if you bought the extend warranty. You may still need to pay the full amount of repair. Or stripping costs. Their customer service manager has no empathy for the customers.

I have just had my Volvo serviced here for the second time in 2 years!!!
I had the pick up & drop off service which saved me time as I didn’t have to worry about getting it there through heavy traffic & likewise on my return. Spencer the driver was so helpful & polite!!!
Once back, it drives like a dream again & it didn’t cost “an arm and a leg”!!!
Would definitely recommend this Volvo dealer!!!

I can highly recommend Paul Rigby Ltd Volvo Dealership in Stourbridge West Midlands.

Best customer service I have ever received from any car dealership and there have been many others.

Katie, Geoff, Trevor, Debbie thank you so much for your help in sorting out my paintwork problem in such an efficient manner.

I will definitely be returning to your dealership.