ComplaintsforGengras Volvo Cars East Hartford

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Gengras Volvo in East Hartford inspected my vehicle for an oil consumption issue and verified it had a problem, which they went to the manufacturer for resolution. Peter, the Service Manager, confirmed that the manufacturer would handle all repairs and fees. Then he told me it would cost me $750 to do the work and could be scheduled September 23, 2024 the earliest. I’m objecting to two things, 1. Shouldn’t be any cost to customer for know problem that company is taking care of and 2. With a know engine problem, Sept. 23 is too late to make repairs and jeopardize additional damage. Peter B******* contract information is ###-###-#### or *******************

• Initial Complaint

  02/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  July 14th 2022 I purchased a **** Volvo 2022 I had so many problems in the first week thru the 5th month It was in service 5x in those 5mths this caused alot of stress and inconveniences Got stranded in a parking lot car would not open another time got locked out everything was dead. heating/defrostcontrols froze@ many more issues They ended up giving me a brand new car 2023which was appreciated but unfortunately The first week with only 200 miles replicated the 2022 need a new thermostat for coolant system been into service 3x only 3wks old. I go to start the car in a parking lot in a.m. hours it does not start saysVEHICLE KEY NOT BEING DETECTED while key is sitting on the console scary it took 4x without starting then put in the cupholder it started this is pretty bad and not safe I can be stranded anywhere when it decides to do this which is inconsistent and I'm on the road alot go long distances with a child there are no fixs service had the car for a week could not replicate it 4 days later happened again to me This is OUTRAGOUS that I have to ride around with a car like this that is brand new it is NOT RELIABLE every week its something else UNAVAILABLE FOR YOUR SAFETY keeps popping up.Im afraid I'm going to get locked out of the car. Its only 5wks old Gengras is pushing it on the Volvo rep and ignoring this now. This was a car I thought I could trust and highly talked about that's why I purchased it after leasing cars for years. So distraught over this so stressful and many inconveniences it's causing. I paid alot of money for this car I want a BUY BACK and a REFUND of my downpayment back ASAP I do not want to continue driving a Volvo This should not be happening with a brand new car This is Ludicrous that I have to go through this I hope this matter gets resolved with a buy back and refund ASAP

  Business response

  03/16/2023

  Please see a copy of my response to the customer below in regards to her similar complaint filed with the *********** ****** ** *** ******** ********

   

                  “Good morning,

   

  I am responding to the complaint filed to the Connecticut Office of the ******** ******** I am pleased that Gengras Volvo and Volvo Cars of North America were able to collaborate and come to a resolution in order to transition you from a 2022 **** to a new 2023 **** with no additional cost out of pocket. Based on the information that I have provided to Volvo Cars of North America regarding your new 2023 *****s service visits, the vehicle does not qualify for a repurchase at this time. Regarding the vehicle’s 3 service visits and repair orders, we have either repaired the vehicle to the manufacturer’s requirements, and/or been unable to verify certain concerns. We remain committed to supporting your ownership with any required repairs or maintenance. We have provided Volvo Cars of North America with requested documentation related to the vehicle’s 3 service repair orders, and will continue to advocate and communicate with the manufacturer as needed. As with all new vehicles that depend on computers and technology, we expect there to be future software updates, but I hope that the issues that we have repaired are behind us.

   

  Thank you,”

   

  I have also attached 3 repair orders that detail completed repairs and/or document complaints that we were not able to verify. In the instances that we were unable to verify the customer’s complaints, we performed available software updates proactively. One of the customer’s complaints remains outstanding: The button for the vehicle’s “On-Call” system does not always illuminate. It does not affect the operation of the vehicle or the “On-Call” system. The manufacturer is aware of the issue and is working towards a software update to resolve the glitch.

   

  Please let me know if you have any questions.

   

   

  Thank you,

   

   

  Chris J****

  General Manager

  Gengras Volvo Cars East Hartford

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

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

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

  Customer response

  03/17/2023

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

   

  I appreciate your feedback but unfortunately there has been a 4th complaint where my vehicle has required service. When I go to start the car it DOES NOT start and then the "VEHICLE KEY IS NOT DETECTED" comes on.  I would have to start the car  3-4 times before it starts. At the same  time the key farb is sitting on the console. This is inconsistent  and can happen anywhere and anytime. . I am afraid  I will get  stranded  somewhere. Service/Volvo cannot replicate this problem and they had giving  me 4 different excuses in why it is happening. None of  them had fixed this problem. This gives me the impression that this cannot be fixed .These problems are not reasonable for a brand new car.  I  still feel that the only solution is that they refund my money and buy back the car.

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

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