ComplaintsforVolvo of Vancouver

• Initial Complaint

  25/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I transferred my car lease to another person (Mr. *****) that I found from *********. ***** has approved the applicant and the lease was transferred on July 7th. 2023. However they still continue to collect the lease payment of $1,236.62 on July 17th. 2023. When I contacted *****, they told me it needs 2 weeks for the application to be processed, I waited 2 weeks but I did not see a refunded. ***** said the lease was still under my name and said I need to contact the person who took over my lease (Mr. *****) to pay me back. I contacted Mr. ***** and explained him the situation and asked him to pay me back but he does not have the intention or probably the obligation to pay me back. I do not have any excess to him other than through telephone and txt messaging, he is not answering or replying me back after I asked him 2 or 3 times. I think it is ***** responsibility to collect the lease payment from Mr. ***** and refund it to me as I do not have an agreement with him. I was not warn or notified by ***** that it needs 2 weeks for the transfer and I need to ask Mr. ***** for the July lease payment as the transfer was done on July 7th. and it was only 10 days prior to the next withdrawal. If I was told or warned I would have made an agreement with Mr. *****, as I was paying him $5,000 to took over my lease, I would have withheld or deduct $1,236.62 from him if was told. I think ***** has not done her due diligent and they has not been responding to my letter requesting for refund. I am a 68 years old retired old man and I think this is very unfair to me.
  

  Business response

  25/09/2023

  Hello Mr. ********,

  I'm sorry to hear that the client who took over the lease wouldn't compensate you for the 17th payment.  I suggest you contact your bank and ****/***** ****** about this issue.  ******** may be able to assist you with a dispute of charges if you provide them the documentation that shows the lease takeover was concluded on the 7th.  I will also have ***** email you with some suggestions for who to contact at ****/***** ******.   We will not be able to reach the resolution that you desire for a refund from the dealership.  

  Sincerely,

  Jesse P********

  General Manager

  Customer response

  01/11/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  Hi Jesse,
  I did email to Joyce *** but did not get a reply from her, I emailed both her ************************* and *************************
  She did all the transfer papers for me but did not remind me, how would a customer know all the procedures, she should have let me know. 
  When she realized the problem she should have contact Mr. ***** and suggested he should pay me back. 
  In fact when I first told her why my bank account was deducted after the lease has been transferred she said I need to wait 2 weeks before the lease is under the new lease name, so I waited for one more week. 
  Should she told me clearly “the account is still under my name and it will take 2 weeks before it’s under the new lease name and I should go to o the bank and stop this transaction”. I would also be able to stop the $5,000 transfer incentive that I paid Mr. ***** should she explained to me properly. She is not doing her job due diligently and I think it is ***** of Vancouver to help out your customers in this situation. 
  This was my 5th. ***** I purchased from your organization, 1st. *** *********** then ***** of Vancouver and currently named as ***** **** ********. 
  I am a 68 years old retired and this $1,236.62 is a big amount to me. It would be a very bad publicity to my friends who knew I was a ***** fan. 
  I Hope would be able to help and understand why I am so upset. 

  Sincerely,
  
  ***************

• Initial Complaint

  22/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought my 2012 ***** fit from them. Believing a full inspection was done. To have my car breakdown 2 and half months in on my first road trip. I was in the middle of nowhere and a mechanic helped me get it to his shop where he looked to find the engine coils and sparkplug completely melted. He fixed this and I thought I was good to go. On my way home my cat broke down again 3 hours from home same problem. I had it towed and since then. ***** does not want to honor the three month warranty I was told I had. Since then I have had my car looked over and the fuel pump and housing changed, fuel injectors, mass air flow sensor, air filter all changed with no resolve to the issue. My car will be towed to a other mechanic as of Friday to see what they can do. Please tell me how all of these things wrong on a car is not a safety issue. My car was supposed to have a large inspection done on it. Why did they have to vacuum out what looked like a nest from under the air filter housing. *** ** ********** ***** ******* * *** ********** *** ******* *** ** ******* *** **** * ******* *** ** ******* **** Now I pay for it to sit waiting for the problem to be fixed no help from *****. I have all the parts that have come out of my car as they have been replaced and have pics of the air filter and nest. Please help me

  Customer response

  22/06/2023

  I bought my car mar 11 2012 it broke down may 19 and I have been without a car since 

  Customer response

  26/06/2023

  I purchased my vehicle from ***** of Vancouver on March 11 2023 and it broke down May 19 2023 two and half months after I bought it with in the 90 day warranty I have since my first filing with you have taken it to another mechanic and the engine is gone cylinder 2 is dead and cylinder 4 is in its way out. Nothing that I could have done within the 2 months and a bit months. This was a problem before I bought it. I have been told this many times by every mechanic I have talked too. Please help me I need a new car they don't want to help me and I'm within my 90 day warranty period. I would at this point like my car replaced, them to pay for all of the parts I have put into it and a new engine to go into it or a full refund of the price I paid for my car. Thank you 

  Business response

  29/06/2023

  Hello,

  Client did contact us at the 2.5 month **** and discussed with both *************** and *******************, our sales manager, her issues.  Both *** and ***** offered her coverage under the ************* Train Warranty which is 20% off Parts and Labour for 90 days or 5000kms.  This offer was extended even without validating it was to do with the power train or engine components listed on the coverage section or what the current kilometres were at time of breakdown.  Client had also declined other extended warranty options at time of sale which would have given her better coverage than the simple warranty included at no charge with the sale.  Client is asking for reimbursement for work done but clearly states none of the repairs have fixed the issue.  We understand that the original incident wasn't conducive to bringing to us but the repair done did not fix her issue.  She also didn't bring the vehicle back to us the second time and the work done didn't fix the vehicle.  It appears lots of new parts have been put into vehicle that didn't need to be done as they haven't resolved the issue.  We have honoured our coverage and are still willing to honour if she wants to bring it back to our shop.  I've included a copy of the coverage gone over with her at time of sale.  

  Sincerely,

  ***********************

  General Manager

  Customer response

  03/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I was never offered help bringing my vehicle in to ***** it's is the engine is blown cylinder 2 doesn't fire and cylinder 4 is on its way out. This car had a dirty air filter and a nest underneath it. My spark plug and engine coil were melted and several mechanics have questioned the check that was said to be done. This was a huge safety issue. I have now put all my savings into a car I can't even drive after 2.5 months they need to fix this problem. Not to mention all of the parts in question that have been replaced I have kept the originals and they are in bad condition. This was taking advantage to the fullest. They knew the position that I was in and sold me anything they could at maximum price point.
  
  Sincerely,
  
  *********************

  Customer response

  21/07/2023

  Nothing has been done  there is still a complaint. No action has proceeded. Do not close. 
  

  
  

  Business response

  24/07/2023

  Hello ******,

  We do not offer help in bringing vehicles to us.  It's your responsibility to bring the vehicle to the dealership if you want assistance under the warranty coverage.  This coverage would of entitled you for 20% off parts and labour.  Initial complaint states issues that were not resolved by two different mechanics but wanted compensation which doesn't fall under the coverage attached in original response.  Now client states there are more issues but not listed in previous complaint.  Client is now clearly outside of warranty coverage and dealership is not prepared to participate in resolutions for new issues outside of warranty coverage dates. 

  ***********************

  General Manager

  Customer response

  24/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  No one from your dealership has offered to help more my engine blew 2.5 months into having my car from you. I have not had a car since may 19 2023 and i want all my money back this has caused so many issues. I feel so taken advantage of. The car i was sold was clearly a lemon and you have chance to make it right. Your dealership keeps contacting me to buy a new car but wont address that you sold me a faulty car with safety issues. This car was a huge safety problem and I have been advised this by all mechanics that have viewed this car. All saying that ***** should be ashamed 

  Sincerely,
  
  *********************

  Business response

  26/07/2023

  Client has never brought her vehicle back once to the dealership since her issues began 2.5 months after purchasing.  Attached warranty coverage explicitly states that the coverage is 20% off parts and labour.  There is no financial compensation for taking it to other repair facilities.  Now client is clearly out of coverage based on time and likely mileage as that has never been stated in her complaint what current kilometres are on the vehicle.   If she would like to bring back to the dealership at her expense for diagnosis and repair, we would offer her one last time of 20% off parts and labour.  

  ***********************

  General Manager

  Customer response

  27/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I was told not to being my car to you if i wasnt willing to pay for it. This is an engine issue i only got to drive my car for 2.5 months and have done nothing besides being totally taken advantage of. I would have never thought that a compant such as this would have such poor servicing of customers. They have reached out to me 4 times asking for me to buy a new car from them. Not once contacting me on this matter or wanting to fix it. After being called several times about this matter. I want all my money back. Including all my towing and car parts  I dont want this car anymore. * **** * **** ** ******* *** ** *** ******** ** ****** ****** ***** **** *******. They were not transparent and i refuse to not reslove this 
  Sincerely,
  
  *********************

  Business response

  10/08/2023

  We are unable to reach a resolution with this client.  We are not prepared to offer a full refund and compensation for tows and repairs done outside of our dealership.  Client has not been interested in working within the parameters of our limited warranty coverage as shared in the original reply to her complaint.   

  ***********************

  General Manager

  Customer response

  14/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I honestly think that you can do better then the first offer as i have only gotten to drive my car from you for 2.5 months. The way the whole experience was handled was poor at best including buying my car. I have mental trauma around driving and this car. Its completely unfair and unjust when it was a huge safety issue that could have caused damage to myself my passenger and the motorist on the road. I have never even heard one word on a call saying im sorry this happened to you nor how can we help since we see you havent had your car that long. No one has reached out to me about this but you have about me buying a new car from you several times not helping my ****** ********** around this issue. I am taking this as far as I can and now have media wanting to hear my story about this as well as the other vehicle boards as well. Im going to be in contact with ***** ****** this week. i honestly cant believe this is how you treat customers. It fills my heart with disappointment that you would rather see ****** ********* then just deal with the issue of poor service.

   

    Sincerely,
  
  *********************

  Business response

  15/08/2023

  Hello ******,

  
  Both ******************* and *************** talked to you about your options when your vehicle broke down.  My dealership has never had an opportunity to review the vehicle, mileage or growing list of parts added to it by outside shops.  Current issues with cylinders have only been noted outside of the 3 month warranty coverage but also has never been verified by our dealership.  I understand the stress you feel about this situation with your car.  Nobody wants to have a broken car.  If you want assistance,you need to set up a time to bring your vehicle in for diagnosis as I stated in my prior responses.  This is at your expense.  Please set up a time to bring your vehicle in with all your invoices so my team can review everything.  That is the first step required by the dealership.  We will not refund the selling price of the vehicle or any bills related to outside work as you did not bring the vehicle back to the dealership when you arrived back from out of town within the warranty coverage.  I also have to state that it is possible that the current issues and damage could be the result of improper diagnosis and repairs by these outside shops.  It's been close to three months since you contacted us and you have refused to bring the vehicle to us despite that being a viable option as listed in multiple responses to your complaint.  I will stand behind our current resolution of 20% off parts and labour and hope that you reach out to set up a time to bring in your car. 

  
  Regards, 
  ***********************
  General Manager

  Customer response

  16/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  When I was told your people that it had issues they old me new cars have issues too. Im shocked my car worked for two and half months that was it. very first roadtrip it breaks down on the way there. unacceptable from a dealership with your standings. Everytime i have to repond to the same exact emails from here it causes issues to my health. You took advantage of me, my mom and the fact i needed a car fast. i was first told by your seller that it was priced at 13 500. which we both know i paid way over. i cant believe how many people have viewed my car including the mechanic instructor at **** and he was shocked that you got away with selling me this lemon. I want my money back. ** tried of paying for this car and the bills to have it towed. and further information i was told not to tow it to you if i didnt want to pay 80 percent or higher. this car has been sitting for months. I want me money back you sold me garbage and it had huge safety problems with it within the 3 month **** all of this was done including contacting you with no responds and me and my mother being hung up on. you should be ashamed. Fix this problem!!!!! 2.5 months in still under all warranties for safety in ******. everyone there has been unhelpful.
  Sincerely,
  
  *********************

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