ComplaintsforRiley Volvo Cars Stamford

• Initial Complaint

  12/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  9/23 purchased 2020 Volvo **** from Riley Volvo with 29,508 miles. 9/30 heard noise from rear tires that we thought was road noise Approx. 3 wks later, 10/23 the noise seemed worse and we began to realize it wasn't just road noise or the fact we weren't used to a larger vehicle with 21 inch tires as we always had smaller cars. Next day 10/24 we called dealership to have car looked at. They couldn't get us an appt until 10 days later on 11/2. 11/2/23 After inspecting vehicle, service dept states the rear alignment is off and it caused the tires to unevenly wear and the they need to be replaced. They state they will replace tires at their cost and that is $724.62. They offer free alignment and labor. We feel that the car was sold to us with bad tires and we just didn't hear noise right away as it was subtle at first. Dealership states we must have done something that put alignment off. We decided to not have any repairs done at their facility due to suspecting they had sold us a car with end of life tires that now need replacing after 5 weeks and less than 2,000 miles driven. Jameson Riley states in email we waited 5 weeks so its not their problem. We didn't wait 5 weeks... We called the day after we were positive there was something wrong and they didnt get us in for 10 more days. Riley replaced 2 front tires prior to purchase but not the rear. 11/9 - we take car to **** **** and they do alignment and state the alignment is not off at all. Documented "Before measurements" show vehicle was aligned so that means vehicle was not out of alignment after our purchase on 9/23. Tires replaced at **** **** for $976.61. See attached. We want reimbursement from Riley Volvo for tires. Initially we had a back and forth email communication with Jameson Riley who was less than helpful. We have made multiple attempts since finding out the car was never out of alignment to get the service record from our visit on 11/2 to Riley Volvo with no response from Jameson Riley.

  

  Business response

  12/13/2023

  The customer did not have the problem until a week after they left our dealership with their car. The tires were greater than minimum specification when delivered to the customer, and the alignment was correct. When the customer brought the car back, the alignment was not correct, and as the customer drove 2,000 miles, the tires were now unevenly worn, requiring replacement. We communicated all of this to the customer, and offered replacement tires at our cost, and offered to not charge any labor to replace the tires. The customer did not accept this offer. We will not be reimbursing the customers expense for tires replaced at another facility.

  Customer response

  12/13/2023

  Riley Volvo has never given us any proof that our vehicle was out of alignment after our purchase on 09/23/23 and subsequent service visit on 11/2/2023. I requested documentation from our service visit twice via email with no response from Jameson Riley. They did offer to replace the 2 tires for $724 but that is unacceptable when they should have been replaced at no charge. We then took our vehicle to **** **** **** and you can see in the attachment that the tires were in alignment. This just proves that the tires were not damaged after our purchase but already had uneven wear prior to our picking up the vehicle. The fact that we didn't hear the noise until 1 week after purchase does not mean that the tires weren't already damaged. We just didn't hear the noise right away and didn't recognize it was an issue right away as previously stated we initially thought it was road noise. It is poor business practice that James Riley refuses to show us documentation that our vehicle was out of alignment or answer my emails asking for that info that I sent on 11/10 and 11/15. Again, vehicle was taken to **** **** and was in alignment. Riley Volvo sold us a vehicle with damaged tires. 

  Customer response

  12/13/2023

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

  Riley Volvo has never given us any proof that our vehicle was out of alignment after our purchase on 09/23/23 and subsequent service visit on 11/2/2023. I requested documentation from our service visit twice via email with no response from Jameson Riley. They did offer to replace the 2 tires for $724 but that is unacceptable when they should have been replaced at no charge. We then took our vehicle to **** **** Tire and you can see in the attachment that the tires were in alignment. This just proves that the tires were not damaged after our purchase but already had uneven wear prior to our picking up the vehicle. The fact that we didn't hear the noise until 1 week after purchase does not mean that the tires weren't already damaged. We just didn't hear the noise right away and didn't recognize it was an issue right away as previously stated we initially thought it was road noise. It is poor business practice that James Riley refuses to show us documentation that our vehicle was out of alignment or answer my emails asking for that info that I sent on 11/10 and 11/15. Again, vehicle was taken to **** **** and was in alignment. Riley Volvo sold us a vehicle with damaged tires. 

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

  

  Business response

  12/14/2023

  We have no additional response.

  Customer response

  12/15/2023

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

  No further comment is unacceptable. 

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

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/5/23 Riley Stamford Volvo picked up our SUV in our driveway for its routine 30k mile service that we scheduled. There were no issues with the car. At 4:30pm I received a call from Jared in their service department asking what I wanted to do about the crack in the windshield. I immediately asked, "what crack?" as there was no chip, crack or damage to the windshield. I drive the car daily and had driven my daughter to school that morning before they picked up the vehicle. He said there was a large crack and it was obvious. I asked him to check because he must have the wrong vehicle, ours went in for routine service, not repairs. He called me back and said it was 2 feet long and must have spread when up on the lift, and they could repair it for $1600 or we could file an insurance claim. I was obviously shocked by this, there was no chip or crack. I asked if they had taken a photo in our driveway before they drove our car. They said they usually do but their app was not working so they took a photo later once our car was at the dealership. I asked why the valet driver did not use his iPhone then to take a photo of the crack before he drove our car. The dealership could not answer this. They continued to be defensive and insist the crack was already there. It is protocol for all dealerships and rental car companies to take photos of any car before someone drives it. They did not follow their own protocol. This happened while their valet was driving our car or once the car was in their possession. If the crack was there, as they claim it was, they should have documented it before they drove our car, or called us. We have tried multiple times to communicate with Jared in service, he was unresponsive, would tell us a manager would call, and nobody called us. We finally reached out to the Jameson Riley the owner and he refuses to make any amends. We are long time Volvo owners and would like them to take responsibility and repair this crack.

  

  Business response

  11/28/2023

  Jill, I'm sorry you are dissatisfied with your recent experience. It should be noted that your vehicle's windshield was damaged before its recent service with us - our team determined this upon retrieving it. We offered to repair the windshield, but you declined and threatened to sue if we did not replace it for free. It was not the owner but the management team whom you spoke with, and they did answer all of your requests and questions. After several years of serving you as a customer, it's disappointing that you would unfairly blame us.

  Customer response

  11/29/2023

  
  Complaint: ********
  
  I am rejecting this response because: it is not factual at all. There was no crack in our windshield before our service appointment and our car was returned to our driveway by their driver with a 2 foot crack. Our car went in for routine service and was returned to us damaged, it happened on their watch. We own 2 ******, and previously had another one, and we have always done every service appointment with them, so this is beyond disappointing. Their account is simply not true and we felt completely blindsided by this whole experience. If there was a crack in our windshield when they picked up our car they should have followed their own protocol, taken a photo before they drove our car, and called us before driving the car to confirm we were aware of it but none of this happened. Their service department admitted they made this error, yet they have still taken zero accountability. For a business that relies on customer service and loyalty this continues to be disappointing and shocking. They had multiple opportunities to take responsibility or at least attempt to work out a solution with us, but they were not responsive. We never threatened to sue, this is another misrepresentation. We called multiple times and received no call backs after leaving messages, and when they refused to discuss it further we simply asked for their lawyers information so we could seek another route for solution. We would have been willing to discuss ways to share responsibility for the repair but they stopped responding to us. We are long time Riley Volvo customers and are saddened by their lack of professionalism and accountability, and are shocked they would be willing to lose us as customers. I will not accept their response as there continues to be zero attempt to resolve the issue.
  
  Sincerely,
  
  **** ******

  

  Business response

  11/29/2023

  We have no liability for the customer's windshield. The damage was there prior, and the customer has no proof otherwise. Even if the damage happened when our driver had the car, the repair would still need to be paid for by the customer.

  Customer response

  11/29/2023

  
  Complaint: ********
  
  I am rejecting this response because: you also have zero proof that the crack was there prior because you did not follow your own protocol of taking a photo before driving the car. Every dealer does this BEFORE driving a car to document any damage to avoid situations exactly like this! Your driver claimed your "app" to take photos was not working but he had a working iPhone, and showed it to me, so he could have taken a photo documenting the crack, if it was there. Also, how is it not your responsibility to pay for damage to our car that happens on your watch? That does not make any sense. I am shocked and disappointed you continue to not take responsibility and are willing to lose a loyal customer over this. 
  
  Sincerely,
  
  **** ******

  

  Business response

  11/29/2023

  We have provided a response to the customer, thanks.

• Initial Complaint

  05/31/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Volvo **** a few weeks ago and the dealer promised to fix issues upon the sale that I pointed out on the test drive. When I returned, it was dark out and they said it was fine. I said no, I want it fixed right and said they would take care of me. The Salesperson, Kevin M****** said to bring it back later that week but when I arrived, the service department attempted to charge me for repairs that were promised for free, then he pushed me off to the Finance Manager AJ R**** and then to Jameson Riley, whose name is on the store, and said that they would cancel the deal in an email. Then the check engine light came on and when I asked for help, he said to bring it to another dealer and would no longer buy it back. What kind of so called "General Manager" does that? I want this car returned for a full refund. None of the repairs were done, there is a damaged wheel still, a tire missing a piece of the sidewall, shoddy body repairs and terrible treatment along the way. As a woman, I feel that they took advantage of me, sold me a car and left me with all the cosmetic and technical issues that are covered under *********** Lemon Law. My attorney asserts that tires with damage are not cosmetic in nature and are a safety issue. I wish a full refund of this vehicle which has caused me nothing but trouble and this so-called dealer has done nothing to help me, a new customer to the brand.

  

  Business response

  05/31/2022

  Pictures were taken during inspection which show NO damage to the passenger rear tire or wheel, and the customer reviewed the car at delivery. The customer confirmed with the Sales Consultant, Kevin M******, that there was no damage to address at time of delivery. It was not dark out, as it doesn't get dark until 8:30PM, and the latest we're ever open is 7PM.

  The customer also has scuff damage on the side of the car, to which she responded (oh, I didn't even realize that). We confirmed with the customer that the damage to the passenger rear tire and wheel were caused by the customer after she took delivery of the car from us. We offered to help replace the tire and repair the damaged wheel at our cost, however, the customer arrived at our Service Department expecting and demanding us to replace all 4 tires, which was never agreed.

  The customer later mentioned that the Check Engine light was on, to which I responded that we would be happy to look at that issue and resolve it, or she could bring it to another Volvo dealer if she chose (since she wasn't happy with our level of service) since the car is under warranty.

  The customer has threatened lawyers and litigation, and had her "attorney" send a threatening letter to us. Because of this, we are unable to help the customer any more at this time, and she must speak with the attorney.

  Customer response

  05/31/2022

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

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