Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Summary:I am filing a complaint against AutoNation Volvo regarding the persistent charging issue with my 2021 Volvo XC90 (VIN: YV4BROCK3M1683420). Despite the dealership inspecting the vehicle, the issue remains unresolved, and I am concerned that my warranty will expire soon without a proper resolution.Details of the Complaint:Vehicle Information: 2021 Volvo XC90, VIN: YV4BROCK3M1683420.Problem Description: The vehicle fails to charge properly despite following the correct charging procedures. The charging module and cable light up (white and yellow), indicating power delivery, but the vehicle does not charge. The issue persists even after testing different outlets, all of which are verified to be functional.Attempts to Resolve:I took the vehicle to AutoNation Volvo for inspection. The dealership incorrectly attributed the issue to the outlet, which I have since verified is not the cause of the problem.I have contacted Volvo ************* as well, but the issue persists and remains unresolved.Warranty: The vehicle is still under factory warranty, which is set to expire soon. I am concerned that if the issue is not addressed before the warranty expires, I will be left with an unresolved defect that could lead to additional costs.Other Relevant Information: I have discovered multiple reports from other Volvo XC90 owners describing similar charging issues, which suggests that the problem may not be isolated to my vehicle.Desired Resolution:I request that AutoNation Volvo:Reinspect the vehicle and provide a proper diagnosis, as the initial inspection was not thorough.Address and resolve the charging issue, replacing any faulty components (such as the charging module, cable, or battery management system).Ensure that the issue is fixed before my warranty expires, at no additional cost to me.Provide assurances that the problem will be fully resolved and will not recur in the future.

  Business Response

  Date: 11/22/2024

  Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.

  Thank you. 

• Initial Complaint

  Date:10/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 23, 2024 Sign new lease for 2024 xc60. At the time I also turn in old vehicle 2021 xc60. July 1, 2024 called in the afternoon to rush to Volvo to resign all the paperwork. We couldnt do it at a later date because it would allegedly void all discounts and rebates we received. Aug. 2024 we receive a delinquent renewal notice from the dmv. Called and left messages for 2 weeks before we could receive a callback. To check on delinquent notice as well as when I would receive license plate and registration for the new vehicle.Aug. 30, 2024 receive a call back. I was told they would look into it on contact my by the end of the weekend. Never received a call.Sept. ******* filed a transfer and release of liability with the dmv.Sept. 21, 2024 call to find out if title transfer went through as well as status update on registration and license plate for new vehicle. Sept. 23, 2024 received a call back said they would check on it and call me back later that day. Never received a call back. Sept. 30, 2024 paper license plate received when signing the new lease expires.Sept. 30, 2024 call Volvo no response. Leave a message.Oct. 1, 2024 unable to drive vehicle due to expiration of temporary license plate.Oct. 1, 2024 call ********************** talk them ask to speak to general manager. They say he is not around, but theyll have him call me back. Still waiting to hear back from them.On top of all this I have only received minimal copies from the paperwork we signed for our lease. Only the lease agreement paperwork. All other paperwork I have not received.

  Business Response

  Date: 10/11/2024

  Thank you for bringing this concern to our attention. The management team was able to contact the customer to provide the correct documentation and aid.

  Thank you. 

• Initial Complaint

  Date:09/30/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Deposit for a pre-order was paid to the dealership. I requested refund multiple times to the dealership and Volvo ***. Volvo USA had issues cancelation August 19. AutoNation Volvo San Jose sent me an email saying refund was issued on August 2nd but image they sent shows "refund pending". I asked for refund completed screenshot and they said it was refunded. I send screenshot of my credit card transaction showing no refund during that period. They indicated that they can no longer help me as they have refunded. I do not have the refund. Credit card company does not have the refund. Original deposit was made 2 years ago and beyond credit card charge back.

  Business Response

  Date: 10/07/2024

  Thank you for bringing this concern to our attention. Our accounting office confirmed the customer's refund was resubmitted on September *******. Please see attached. Please allow 7 to 10 days at most for the delivery of the refund.

  Thank you. 

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22353586
  
  I am rejecting this response because:

  There is no evidence of refund made. Please provide evidence of refund completed and not pending as previously provided. 
  

  its 8th business days and 11th days since refund was supposed to have been made. 

  
  Sincerely,
  
  **** ***

  Business Response

  Date: 10/18/2024

  This complaint is still under review. We will need additional time to provide an update regarding this matter.

  Thank you. 

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22353586
  
  I am rejecting this response because:

  refund has not been issued from Sept 30th date as indicated.

  
  Sincerely,
  
  **** ***

  Business Response

  Date: 10/28/2024

  The customer's check was issued and should have arrived via mail by October 27th. 

  Thank you. 

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22353586
  
  I am rejecting this response because:

  No check has been delivered by mail over 5 business days. Since the dealership is local, it would take maximum of 1 day for letter carrier transit. There are no evidence provided on sending of check via any traceable means. 
  
  Sincerely,
  
  **** ***

  Business Response

  Date: 11/13/2024

  Because the customer advised that they have not received the check, a request has been made to void the check and have it reissued and sent to the customer's address provided via this complaint. 

  Thank you. 

  Customer Answer

  Date: 11/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  Sincerely,
  
  **** ***

• Initial Complaint

  Date:08/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern,This is *****. The thing is that I made an online reservation (order US-**********) for Volvo EX90 a few months ago and paid $500 deposit which is refundable according to the policy. But I changed the mind and canceled this order on 07/07/2023 successfully. I have received the cancellation confirmation and was told that the deposit will be refunded in 10 business days.However I have been waiting for almost three weeks and received nothing at all!! I called several times and each time I have been told that I will be called back by someone in charge of this. But I haven't received any calls yet.Could please help deal with this problem and help get the deposit back?Thanks very much and I will be really appreciated.Best,*****.

  Business Response

  Date: 08/24/2023

  Thank you for bringing this concern to our attention. The customer has been contacted by the management team who were able to confirm they have now received their deposit. 

  Thank you. 

• Initial Complaint

  Date:12/13/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Overcharged. On 11/22/22, I brought my car in for scheduled service (40k mile service). At the time I made my appointment on line, I was given the estimate of ******* for the service. When I arrived at the facility, the service rep told me the price was ********* I told him about the estimate I received but he said that ******** is the correct price. I later double checked the website as I thought they advertised Upfront Service Pricing. Indeed they do, the website says - "the price we quote is the price you pay. Guaranteed." My car was not ready when it was supposed to be noon the next day. On 11/25/22, they called for me to come pick up the car. When I arrived, they told me that they gave me a 10% discount because my car was not ready on time. So, I paid ******** for the service. Still ******* more than I was quoted.

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/12/27) */ We have issued a refund of $452.03 on ********* directly to the CC used on the previous transaction. We consider this matter closed and would appreciate this case closed as well. Consumer Response /* (2000, 7, 2023/01/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:05/05/2022

  Type:Customer Service Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was involved in an accident on 3/1/22 causing light damage to the bumper. Per my car insurance, I was approved to drop off my ************* at AutoNation for repair on 3/9/22. It is 5/5/22, and my car has yet to be repaired for a bumper replacement. When I dropped the car off, I was originally told it would only take 8-10 days. I have repeatedly called AutoNation and ****************************** for an answer or status update; each time they tell me to call the other party, or they tell me they are still waiting on a specific part. What was a bumper replacement has turned into the next Apollo mission. It takes several days for them to respond to emails, or it takes me multiple calls to get a status update. All the while, I am still making my ******* monthly car payment with *NO* car to drive. What am I paying for exactly?

  Business Response

  Date: 06/21/2022

  Business Response /* (1000, 5, 2022/05/24) */ Vehicle was picked up 5/19 upon repair completion by ************. Consumer Response /* (3000, 7, 2022/06/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes we did take the CAR on 05/19/2022 Also When I dropped the car off, I was originally told it would only take 8-10 days and had only 12303 miles the was drove for 295 miles 12598