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:04/02/2025

  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.

  I purchased/leased a brand new Cadillac Optiq from Rickenbaugh Cadillac. March 15 After bringing it home I realized the antenna was not attached to the roof correctly and the car was not cleaned properly. I test drove a different car before purchasing this one. I messaged my sales guy and told him of the problems and he told me to bring it back in. The solution to the antenna repair was they would need to Order a new antenna, have it painted, and then install in the car. I dropped the car off for the repair. A week later they called and said the roof was bowed and would need to go To the collision center to repaired. I asked for a manager to call me because none of this seemed right to me with no call back from the manager for a week. I got a call my car was done. I went to pick it up seeming that no one from Rickenbaugh was going to make this right. I picked up my car and took it home. April 1. There is damage everywhere on the car now from the repair and Missing pieces. The car inside is disgusting dusty and stained. Trim coming off on the outside of the car. Glue spots on the interior. Panels put back improperly and I feel that one the main thing the antenna they were supposed to fix isn't. It is not a brand new car anymore. The included charger and tire repair are missing from the trunk. I need help getting a fair assessment of this situation.

  

  Business Response

  Date: 04/02/2025

  I spoke with ***** on the phone and we have his Optiq back to address his concerns.  At this time I did not provide a remedy to the situation as I want to ensure all his issues are properly addressed first.  I will reach out to ***** afetr the repairs are completed to see what we can do to restore his confidence.

• Initial Complaint

  Date:01/14/2025

  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.

  Date of transaction: 3/30/2024 Item: Vehicle: 2018 ****** WRX (used) Seller: RICKENBAUGH CADILLAC COMPANY ************************************************************ Buyers: ***** ****/****** ******* Subject: Request for the Extended Warranty Refund ($3,930.00)Salesman: ****** **** / ******* ***** person contact: ***** ***** We purchased the 2018 ****** WRX on 3/30/2024. According to their "Vehicle ********************** Release, it said "NOTHING TO DISCLOSE", "VEHICLE SOLD AS IS". I have been dealing with Mr. ***** on this issue for 3 months. He acknowledged that they will give us a refund. He keeps giving me the run around in getting my refunds. The selling price on this vehicle was $28,000.00. We made a $8,000.00 down payment & took out a loan for the rest. They arranged & use ENT ************ for the loan. They resold the vehicle "AS IS" with an aftermarket part and they knew it. Mr. ***** has acknowledged that "AS IS", meaning they don't make any changes to it. The salesman, Mr. ****** ****, offered to sell us the Extended Warranty on the vehicle. The cost is $3,897.00 plus a fee of $33.00. The Extended Warranty is through "********************************" The extended warranty is included in the loan through ENT *************Since we got the vehicle in March, we did minor fix as needed. We didn't have any problem with vehicle until October 2024. ****** drove to work in the morning & the engine stop working. ******** will not fix it since the vehicle has an aftermarket part. Fidelity said Rickenbaugh should have known not to sell the extended warranty. Rickenbaugh will not fix it. We are stuck in getting the vehicle fix on our own. The vehicle is still in *********** are still paying the loan plus car insurance.

  

  Business Response

  Date: 01/16/2025

  We have sent ***** the cancellation form for the extended warranty cancellation.  Once she signs it and send it back we will process her cancellation and the amount will be credited to her loan balance at ENT.  I apologize that the cancellation took as long as it did to process.

   

• Initial Complaint

  Date:10/15/2024

  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.

  I scheduled an oil change with Rickenbaugh Cadillac on their online website which was quoted at $84.50 per their website. The details say the following:"DEXOS SYNTHETIC OIL - FILTER CHANGE AND CADILLAC MULTI POINT INSPECTION $84.50 dexos synthetic oil - filter change and cadillac multi point inspection"I dropped my vehicle off and was quoted by a service team member at $135. I rebutted with the online pricing, which they weren't familiar with but did say they were having issues with their website. I made it clear that my expectation was that the online price was honored to which they agreed. I also had a 15% off coupon which the team member wasn't sure would work. The coupon does say "not to be combined with any other offers" and I asked him to ask a manager because the standard is for the coupon to be honored at any ****************** which Rickenbaugh Cadillac is.I picked up my truck and the invoice was done very poorly with no transparency on the pricing that I was quoted at and included a line saying "less insurance," which I didn't present. I asked the service member about the pricing, to which he said he got it as close to $85. I asked for a manger to explain the pricing and why they rejected my coupon. I paid the bill after the team member said management wouldn't be available for 30 minutes or more. I had a callback in about 10 minutes. He told me the online pricing included a coupon and they couldn't add another. I asked him to show me, but he couldn't and he got combative. I asked about the pricing on the invoice and asked them to show me the $84.50 price, but they couldn't do that. They're response was to take my business elsewhere and that's the price. I told them I needed compensation or for them to show me that online pricing included a coupon and my invoice matched. They hung up on me instead of showing me.

  

  Business Response

  Date: 10/16/2024

  ****** ******, Parts and Service Director, has reached out to ***** to address his concerns.  He was able to resolve *****' concerns.

• Initial Complaint

  Date:07/25/2024

  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.

  Brought my Volvo in for body repair after accident not my fault. Everything went well until I went to pick up the vehicle and found a 20" long crack on my windshield which was NOT there when I dropped it off. I went thru two male employees upon this discovery and they BOTH insisted that the crack was there when I dropped it off and they had pictures. It was NOT cracked with I dropped it off and if they have pictures they have altered the time stamp. I tried to take pictures very difficult on glass. I am NOT stupid and I take very good care of my cars and I did NOT appreciate being charged with the damage. Shortly thereafter I received an email from Dusty the manager of the shop who flatly denied my claim. I paid for service and the technician pointed out to me the 'star' in the center of my windshield where the crack was initiated, he suggested something hard hit the surface while in the shop. I also contacted ************************* the president of Rickenbaugh post the demise of the family which were friends of mine and she DID NOT respond to my request for intervention with her staff. This is like dealing with the boys club: bullied and disrespected. Further, last time I was in there for hail damage I ended up with a door ding. This is a shop problem plus poor customer service.

  

  Business Response

  Date: 07/26/2024

  I spoke with ****** (*****) ****** on the phone today regarding her complaint.  She is incorrect with regard to her statements about the windshield.  We have photo documentation showing that he windshield was cracked in 2 places, both vertically and horizontally, when she dropped off.  (I have attached the photos as well.)  I explained to her that we had the photos showing the cracks and she accused me of changing the dates that we took the photos.  I explained to ****** that since she has been a very good customer that I was willing to reimburse her for part of the windshield cost, or that I would cover her next maintenance as a good will.  She did not accept either of  these offers and instead told me that she knew about one of the cracks, but not the other one, and that the two gentlemen she spoke with bullied her.  This is 100% untrue.  I read the emails that she received from our team and this was not the case.  The email she referenced as the worst is copied here:

  Hi *****,
  

  After further review of your vehicle, we have determined the **************** is NOT at fault for the multiple cracks in your windshield. I have attached multiple photos to show evidence of the pre-existing cracks BEFORE the **************** conducted repairs to your vehicle. I have also spoken with the Director of Collision (*************************) pertaining to this matter, as well as including him in this email. Please let us know if you have any further questions. 
  
  ***********************
  **************** Manager - Downtown
  Rickenbaugh Automotive Group
  ************
  ************
  *****************************************

  She told me that this email was rude and was bullying her.  That is 100% not the case.  My offer still stands to take care of her, but her assertions are 100% false.

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22042604
  
  I am rejecting this response because: employees at Rickenbaugh collision caused additional damage to my vehicle while under their roof and they continue to say this damage was caused prior to delivery for body work - it was not and I resent being treated poorly like I am so stupid I would accept their accusations. They are behaving like bullies and I do not accept the treatment by all of the 'boys club' I have dealt with over this issue. Unacceptable. ***** would roll over in his grave....
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/08/2024

  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.

  My car is a Volvo covered under warranty. It was brought in for scheduled service for a tire alignment the week of April 6 2024 and someone at the dealer crashed it into a wall. A rental car was provided and we were told the repair would not take long and be completed in house. 3 weeks went by with absolutely no update on the status. Then we were informed we needed to resign for the rental car and that it would be sent out for autobody repair but due to insurance issues no work has been started as of May 4, 2024. We complained that we need more updates on May 4, and have yet to be contacted by manager.

  

  Business Response

  Date: 05/09/2024

  We have had a breakdown in communication on our end with regard to the duration of the repair and the team member responsible for communicating with the customer.  I have called the customer and left them a message to call me back to review the timeline for the repair and introduce them to the team member who will be responsible for updating the customer.

• Initial Complaint

  Date:07/16/2023

  Type:Service or Repair 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.

  In my lifetime, I have owned and leased about five Volvo cars. I have always loved Volvos however, the last two leases have been challenging. Previously, I had a 2019 XC40 R-Design, the first model year, and for the first six months of ownership, it refused to drive straight. Rickenbaugh Volvo, thought I was crazy. Ultimately though, it was a software issue, and Volvo eventually made it right, and Rickenbaugh apologized to me. My latest lease is a 2021 XC 60 R-Design (leased on December 2022), and this car has been brought into service serval times three years. Initially, in the first year, there was this annoying squeak from the right rear passenger seat. The service team resolved that. But, about a year later, it continued. I brought the car in four times, and more recently, about four weeks ago on 6/26/23. The car stayed with the dealership for about two weeks, and the service advisor said to me (after constantly telling me I was wrong), that they did find the issue and resolved it and returned the car to me on 7/7/23. However, about 48 hours after driving away from service, the problem returned. I have spent so much time trying to fix the issue over the lease term. I left a voicemail on 7/8/23 with the service advisor asking the manager to call me because the issue persists, and I have not been called back since. I emailed ************************* through LinkedIn on 6/25/23 (and he has yet to respond), but I did contact ***************************** on 7/6/2023 while the car was in service, and he was somewhat helpful. I am tired of chasing people at Volvo to get my issue resolved. I have never felt like such an unvalued and unwanted customer before. ********************** has wholly written me off. I just purchased a new *** because I am tired of this Volvo XC 60, its issues, and ultimately, I am so angry with how Volvo has treated me as a customer. (The XC 60 is just collecting dust, waiting to be returned at the end of the lease).

  

  Business Response

  Date: 07/24/2023

  I was able to connect with **** last week to hear what his complaint is.  I explained to **** that I had reviewed all his repair orders and that we were able to trace and identify the rattles that he was hearing on each occasion.  It is documented on the repair orders that each time we found a rattle it was in a different area of the vehicle and not the same one as alleged.  **** did agree that we had indeed corrected some of the issues , but his frustration is that each time we would fix one a new one would pop up.  **** is currently in a lease that has 4 remaining payments left.  He wants to walk away from the lease and not make the payments.  I provided him with Volvo ************* Services number and I explained he could call them and ask if there was any penalty if he terminated his lease early.  It was determined that there would be a penalty and this was unacceptable to him.  I also explained that **** could contact Volvo ************* to share his experience to see if there was anything Volvo was willing to do.  **** texted me the following after contacting Volvo, "Thanks for the number.  I contacted Volvo ************* and the latest from them is that Rickenbaugh does not want to help me anymore?  I appreciate your help.  But guess I need to talk to an attorney now at this point."  At no time did myself or anyone on my team tell **** that we were unwilling to help him.  We are not willing to make his remaining payments if that was what **** is alleging.  If **** feels that there is a product issue he needs to raise that concern with Volvo, or if there is still a rattle he can bring it in and we will be happy to trace it.  

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20328800
  
  I am rejecting this response because: Volvo *** told me that the dealer said I was complicated and refused to work with me -- and told me because they are an independent dealer/franchise, they have that right. **** correctly states that he gave me some options, and **** was polite to me. So, I was very suprised by Volvo ***** response. I am going to take this car to another dealer. They told me they know exactly what the issue is that I am facing because they've seen the issue on several cars. I'm just really upset after years of business to Rickenbaugh with this outcome. I am going to explore some of my legal options, because I truly believe I have been wronged here.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/02/2023

  I understand the complaint is closed, however, I have some follow-up information that *** be useful. I took the vehicle to another dealer. The other dealer knew exactly what my issue was and ordered the part to repair. Rickenbaugh made me feel like I was crazy when I have tried to fix this for three years. In addition, the other dealer noticed major issues with my calipers (breaks) that was missed by Rickenbaugh. They let me know this was a major safety issue. In retrospect, Rickenbaugh decided to defame me to Volvo corporate, deny that my car had an issue, and then have been negligent and putting my safety and my passengers at risk by overlooking this break problem when I was also bringing the car into service. The case can be closed, but these are some important details.

  Customer Answer

  Date: 08/14/2023

  Greetings,
  
  I am following up because I have more detail on this case as of today, August 10th 2023.
  
  I took the car to another dealership and they successfully fixed the issue of three years that has been haunting me. As mentioned in my initial complaint, Rickenbaugh defamed me to Volvo corporate, was unable to fix this issue, and refused to work with me because they could not solve (or since it as fixable, maybe they did not want to).
  
  I realize getting an apology from them is probably impossible. If you read the way they respond to customers on their ****** reviews, the dealership is pretty arrogant.
  
  However, what I do want to consider this case closed is to get full copies of my service records from Rickenbaugh on this XC 60. I think that is reasonable and I could use the BBBs help. 
  
  -****

  

  Business Response

  Date: 08/14/2023

  The requested copies of ************************** repair orders have been sent to him.

  Customer Answer

  Date: 08/15/2023

   The dealer sent me my records. Please go ahead and close this out.
  
  Thank you!

• Initial Complaint

  Date:05/07/2023

  Type:Sales and Advertising 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.

  On November 22, 2022, I brought my vehicle to Rickenbaugh service center because the A/C was blowing hot air. I was assured by the staff that the service would be completed ** a timely manner and that my vehicle would be returned to me in proper condition. However, through the winter I didn't bother to turn it on. On a warm day this Spring, March 2023, I discovered that the service was not completed as requested. I tried to turn on the A/C and it was still blowing hot air. I immediately called Rickenbaugh to inform them what was going on and schedule another service appointment. To make matters worse, I was charged $1837.89 on top of the $2206.46 I had paid in November 2022. When I brought this to the attention of their staff, I was met with resistance and was informed that I would need to pay for the service again to have it completed properly. This is unacceptable and has caused me significant inconvenience and frustration. I am out of pocket over $4000 and would like reimbursement for additional costs I had to pay regarding this matter.

  

  Business Response

  Date: 05/08/2023

  I called ****** and we spoke about the repairs.  I offered to reimburse him $500 for the repairs.  He accepted my offer and this issue is resolved.

• Initial Complaint

  Date:03/05/2023

  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.

  *********************** experience with Volvo ********************* Car is three weeks old XC40 Recharge I was guaranteed Roadside Assistance would work where I live.Got flat tire in remote area close to where I live Roadside Assistance did not come SOS feature on my car did not work Roadside Assistance could not find a tow truck Stranded for 40 hours Rickenbaugh gave bad information Roadside Assistance gave conflicting information My son was having an asthma attack We had to hitch a ride because no tow truck would come No ride share service. Public transport not tenable with sick son.I bought this vehicle because it came we safety features, they did not work.After the fact, the dealer admitted the service is not good where I live.The owner of the dealership bullied and threatened my on the phone

  

  Business Response

  Date: 03/09/2023

  The customer had a flat tire in Aspen on her XC40.  Her vehicle is covered by Volvo with Roadside Assistance for her ownership period.  She called the dealership and we instructed her that she would have to call roadside assistance through Volvo.  We were advised the the customer did call roadside.  The vehicle arrived on a tow truck at the dealership early Thursday afternoon on the 2nd.  We had the vehicle repaired and ready for pick up on the morning of the 3rd.  

  The customer is very frustrated with ********************** Roadside Assistance as they took more than 48 hours to tow her vehicle.  Rickenbaugh has no purview or authority of the Roadside program as it is administered by the manufacturer.  The customer filled me in with a detailed event log with her communication with Roadside.  I reached out to my contacts at Volvo to escalate the complaint.  The customer was demanding I buy her car back, which is absurd.  I told her that I would reach out to Volvo and that Volvo could decide if they were going to do anything as this was a Volvo issue and not a Rickenbaugh issue.  On the afternoon of the 3rd I was contacted by my Volvo contact and I was advised that the claim was mishandled and that the Volvo Roadside Manager was going to call the customer.  I was advised by ********************** that the call did not go well and that the customer was demanding that ********************** or ********************** buy her car back over a flat tire.  I called the customer to inquire about her phone call and she told me that Volvo offered to cover the cost of a new tire, inflator kit, and to tow her vehicle back to her residence in Aspen.  I told the customer that that sounded like a pretty good deal.  She completely disagreed and demanded that I buy her car back.  I advised her that Rickenbaugh didn't cause her any harm and that we fixed the vehicle within a few hours of arrival.  She would not listen and was unable to discern that Rickenbaugh and Volvo are actually separate companies.  I then told her that i could not understand what frame of mind she was in where she could think it was reasonable to demand that i buy her back over a flat tire that I didn't cause?  She told me to stop calling her names.  I told her that I wasn't calling her names, but that her demand was so outrageous and out of bounds that I couldn't comprehend how she arrived at that solution.  She yelled and told me to stop yelling at me and hung up.  She has abandoned her vehicle at the dealership and will not respond to the email I sent on the afternoon of the 3rd outlining her options.  Here is the email:

   

  From: *************************
  Sent: Friday, March 3, 2023 4:42 PM
  To: *********************** <***************>
  Subject: RE: Telephone call
  
  Your vehicle is repaired and ready for pickup.  Your options are as follows:
  
  We can arrange to have the vehicle towed back to your residence in Aspen. 
  You can come and pick up the vehicle.
  I will purchase the vehicle from you for $53,000 and we will get the service contract, road hazard, clear bra, and window tint refunded for an additional $7704.00.
  
  Please advise which option works best for you. 
  
  *************************
  Dealer
  Rickenbaugh Volvo Cars
  ************ Direct
  ************************************
  
  

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19543072
  
  I am rejecting this response because: gross misrepresentation of services sold, breach of contract endangering my safety and life

  On October 16th 2022 I visited Rickenbaugh Volvo to look at buying a new car. I was hesitant to buy a car whose dealership was a four-hour drive from where I live. One of my first questions to Volvo, was: How reliable is roadside service to owners who live in mountain towns, like I do? I was assured by ***********************, Rickenbaugh Volvo salesperson, that getting **************** in my hometown of Aspen would never be a problem. Living where I do, we put up with longer deliveries and lead times because of our location. I did not ask this question lightly because I am a 58-year-old single mother with a 15-year-old son. If ****************** hesitated whatsoever to that question, I would have bought a different make of car, one with a closer dealership to where I live. There are many in ****************, **, 45 minutes away from where I live. Volvos nearest dealership is a four-hour drive away, therefore it was an important concern because I have no means to travel four hours to pick up a car because of a flat tire. I was assured Roadside Assistance would fix a flat and help me on the scene.
  
  After the incident on 2/27 when my car was stranded with a flat tire for 40 hours (unharmed, my son and I hitched our way out). The satellite SOS button failed. Over a period of 40 hours, I made at least 9 phone calls and exchanged more than 15 texts to Roadside Assistance to get my tire fixed or get towed to a local tire shop as I was promised by Rickenbaugh. They would not fix my tire, they would only tow me to ******. Then they couldnt find a tow truck, that was another 8 phone calls. At this point I found out that I do not have a spare. Each of the phone calls and texts have been recorded and listen to by Roadside Assistance and they apologized. Lots of good that will do when I am frozen to death on a mountain pass. This is beyond unacceptable.
  
  I called with ********************, Owner of Rickenbaugh Motors, (this was the first of two conversations). He recounted how Rickenbaugh is also a Cadillac dealer and ******************** had a client with a Cadillac who lived in Aspen and could not get anyone to come to start the car. Had this been disclosed when I inquired about Volvos, I would never have bought the car. Never in a million years. THIS IS FRAUD!
  
  I was sold a car with a guarantee from the Rickenbaugh Volvo that Roadside Assistance was not an issue where I live. Just this week, a car went off a country road in winter conditions. If that had been me and my son, and we were left for 40-hours, we would have surely died. I am not ready to take that chance again. To expect anyone to do so is unreasonable. My son is getting his permit soon. There is no way I feel safe putting him in this car. No parent in their right mind would do that.
  
  When originally inquiring about the car, ******************, the Rickenbaugh salesperson told me Roadside Assistance would come fix my tire and/or get me to a local tire shop. Roadside Assistance told me they would not do that. They would only tow my car to the dealership and that is if they would even come. 40 hours? Again, four hours away. FRAUD
  
  ******************** can put all the blame on Roadside Assistance but the information I was given when researching the vehicle at Rickenbaugh Motors was untruthful. Subsequent inquiries to Rickenbaugh, resulted in nonsensical advice, such as Googling Roadside Assistance numbers which is untenable when someone is in a ditch off a county road. In the end, this incident could have cost me and my son ours lives. We often drive county roads and mountain passes, that is why I was so direct with my initial inquiry about Roadside Assistance. I also bought extra tire protection, silly me, because that didnt help either. 
  
  I will not address the second conversation with ******************** only to say, it was one sided and abusive. In a tirade, he yelled and insulted me ("I was out of my mind and absurd"). He threatened to tow the vehicle to my house whether I liked it or not and throw the keys at me. I refuse to be threatened and bullied, so I hung up. Similar texts followed and I blocked him. I can supply those texts.
  
  Rickenbaugh Volvo was all to happy to take my check for $72,600.00.  Now that they have my money, they dont want to have any accountability for what they sold me. I did not buy Roadside Assistance from Volvo Roadside Assistance, I bought it from Rickenbaugh Volvo, ****** ********. Its the name on the wrote the check I payed for the car with.
  
  I have been without a car for 14 days. I do not feel safe driving this car after this experience, it would be unreasonable to expect anyone to. Rickenbaugh Volvo grossly misrepresented the efficacy of Roadside Assistance in my area. They represented Roadside Assistance was easily accessible and after bought the car, then they told me it wasnt. And Roadside Assistance proved that with flying colors.
  
  
  
  
  

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

   

• Initial Complaint

  Date:06/21/2022

  Type:Service or Repair 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.

  I purchased a vehicle out of state from Rickenbaugh during the first week of April 2022 (I live in ** and the business is in *** and every step of the process was frustrating. Not only was there damage on the car when I arrived that was not detailed to me (there were several long scratches that were filled in with the wrong color paint which they refused to give me any sort of discount for) but basically every employee I have dealt with there has been virtually non-responsive after the purchase was made. I finally received a call from an employee named ***** on May 4 (over one month since the car was purchased on April 3) and was told they would be overnighting the late registration paperwork to the **** I had no choice but to take time off work to go immediately to the *** the following day to take care of this since it was already so late being mailed in. I was asked by ***** to lie when turning in my paperwork and tell the *** that the car did not begin operations in the ******************* until 4/15 to avoid penalties even though the first date of operation was actually 4/4. I should not have to lie to cover up their oversight.I was charged $423 in penalties even though the registration itself was only $337 and when I tried to contact Rickenbaugh about this via text, phone call and email, I was unable to reach anyone. Two days later ***** emailed me back and insisted that I should have lied as I was instructed and told them the first date of operation was 4/15 which in my opinion is not a fair or honest solution.Rather than agreeing to pay me the full $423 I am owed because of their negligence, they sent me a check for $250 without receiving any sort of agreement which I have told them I will not be cashing. I would like the $423 in penalties that I was charged to be returned to me. I have tried several times to resolve this issue directly with them but they have refused to cooperate.

  

  Business Response

  Date: 06/21/2022

  I spoke with ****** this afternoon and apologized or our error in getting her the title work for her Jeep in time to avoid the penalties in **********.  I offered to mail her an additional check for $250 for the inconvenience and she was very happy for the offer.  I asked if there was anything else I could do and she said no.  

  Customer Answer

  Date: 06/21/2022

   
  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,
  
  *************************