ComplaintsforO'Steen Volvo Cars of Jacksonville

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new transmission for my Volvo 2010 XC90 11/20/2017. The only reason I did so was because I was told the new transmission came with a life time warranty. The problem was that the transmission was stuttering/hesitating. A few months ago the transmission once again started stuttering/hesitating just as it had done before. I took the vehicle to O'Steen Volvo in Jacksonville FL. I'm being told that they are not going to honor the warranty because the cause was due to an outside influence. They are saying the radiator is bad and made the transmission go bad. The symptoms are exactly like the first transmission issue and the radiator isn't bad.

  Business response

  07/31/2024

  Good afternoon,

  I am told that the work and part in question were from a different dealership, not O'Steen Volvo Cars of Jacksonville. I am told that the manufacturer is not covering the claim as there was a different component that failed, other than the warrantied part, that then damaged the warrantied part... causing the warranty to be null and void. My best advice would be to reach out to the dealer that performed the work and ask why they did not replace the other component that caused this issue. Very sorry that you are having these issues and please let me know if there is anything that O'Steen Volvo Cars of Jacksonville can do to assist. Thank you       

  -***********************

  Customer response

  08/02/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22069202

  I am rejecting this response because:  The reason for rejecting the warranty is invalid.

  Regards,

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

  Business response

  08/06/2024

  *******,  the claim was denied by the manufacturer. I would be happy to complete the work at no charge to you, if the manufacturer approved that they were paying for the work. ******* has done nothing wrong, so I do not know why you are going to such great lengths to try to put ******* at fault for anything. You should reach out to the dealer that did the work on the vehicle or Volvo ************** if you are not satisfied with their answer. Thank you

  -***********************

  Customer response

  08/11/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22069202

  I am rejecting this response because:

  Chip,
  
  Just to give you more information on the matter. I took the vehicle to ***** Volvo of Ownings *****, MD on 11/07/2017,mileage *****, reporting the there was a stutter/hesitation in the transmission.  It was determined that a new transmission was required.  Since I was the 3rd owner it wasnt covered under warranty, so I had to pay out of pocket.  Had I not been told that the replacement transmission came with a lifetime warranty, I would not have agreed to the expensive service. 
  
  Now the replacement transmission is failing with the exact same issue approximately 85K miles later.  As suggested to me by more than one person, I should take the vehicle back to the dealership that did the initial replacement.  There are 2 reasons that isnt an option, I now live in ******* and dont feel safe driving the vehicle back to MD in its current condition and even I did so, the dealership in MD is no longer a Volvo dealership. 
  
  Ive had the vehicle serviced twice before by O;***** and found the staff to be professional, efficient and friendly. The OSteen staff has been helpful, and I feel wanting to assist in fulfilling the replacement under warranty but are being told by some other entity that the claim is denied.  I have seen an ambiguous statement excerpt from a partial document that sates the There is no coverage for parts needing replacement due to any outside influence.  That is a very open-ended statement. There was no outside influence, the transmission failed to keep out fluid that contaminated the transmission. There is also no direct connection from the so-called outside influence,the radiator, to the transmission.  The radiator did not fail, the vehicle has shown no sign of it.  Is it possible the diagnostic of the problem is incorrect.  The first diagnostic was incorrect, the second maybe as well. 
  
  The transmission system permitted outside contaminating fluid to enter the transmission.  The transmission warranty should be honored. 

  I have no option but to make ******* the bad guy here.  The transmission was replaced because of the exact same issues it has now.  I except the warranty to cover the replacement again.  I purchased the transmission from an authorized dealer and your dealership is the closest to me.  The entity ******* the claim is in the wrong.  I'm sorry, the but the burden of fighting them on this issue it in your wheelhouse.  
  

  
  Regards, 

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

   

   

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an appointment in September 2022 for maintenance on my 2011, Volvo, C70 convertible. The following is the timeline of events and actually text communication during the period they had my car (9/2022 - 12/2022): ***: 9/26 - Good afternoon we began repairs on vehicle, but because of weather conditons we will only be able to resume repairs on Friday. Note: there is no mention of my top not working at all **: 9/30/22 - Technician is out today he will be back Monday to resume repairs ** 10/3/22 - Good afternoon **** *******, we are having difficulties giving the top up, as we try to fix the wings, the lid moves down, vehicle may need a hydraulic pump but we are going to get the wings taken care of first and than go from there. **: 10/10 - Good morning **** *******, just checked on parts still waiting for arrival! **: 10/24 Part will be here today, so vehicle will be completed end of today or early tomorrow! Me: thank God ***: 10/24, Yes ma'am, thank God ! I can only imagine ! We will have her back to your shortly !! *** 10/26 technician has vehicle in shop says it will be completed tomorrow ! Me: 11/30 after months in shop and multiple parts on put on and taken off and car top completely inoperable with no resolution in sight, I requested my car back. ***: 12/6, car delivered with damage and I immediately sent pics of damage with pictures Me: 12/6 Hello, I need the name and email for service manager. I inspected my car and have some damages...dent in top, scratches and my wind divider is torn. ***: 12/6 I apologize for that **** ******* :( ***: 12/6 He will get this taken care of for you *** : 12/6 Hey **** ******* can you text me pictures of the vehicle please ************ Me: 12/6 I did to the **** number ***: 12/6 The last one I don't see the dent They never denied damages to car top or my visor with hole until I sent demand letter asking for 1/2 of bill to fix top and replace visor in amount of $1100.

  Business response

  04/26/2023

  This customers initial visit with us was for us to look at her convertible top that was not working and that is documented. Customer is trying to state that we broke it, when in reality she brought it to us to fix because it was broken. Customer was not in for routine maintenance. Customer was in because she had a broken convertible top. We would have been more than happy to pay for the repairs if we had broken it. We did not break it, therefore we are not willing to pay for it. All of this is well documented. Thank you

• Initial Complaint

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  O'steen Volvo is a 4 hour drive from my home and so when O'steen advertised a car online that caught my attention I was very careful to ask both for photos and an honest, very critical evaluation of it's condition top to bottom, inside and out. The salesperson stated the car was in excellent condition with low miles and had been in no accidents. I informed him of the distance I would have to travel just to see the car, asking him to please disclose any condition issues. He maintained the car was in great condition. I gave him a deposit and asked a family member to drive me. After a 4 hour trip we arrived to find the car had been badly misrepresented. The paint job was severely scratched from stem to stern. Because of it being black you could not discern the literally hundreds of scratches in the photos online. It also had poorly applied touch-up paint all around it. The paint was ruined and the salesperson never even made reference to it! Noting body parts that appeared to differ in color shade, I asked again if the car had been wrecked. I was told, "No", but then discovered a collision repair business card "glued" to the car along with signs that it had been poorly repaired. As I prepared to leave without the car, the salesperson did not even think it necessary to apologize for wasting a full day of my time. I later called and shared this experience with the GM who did apologize stating Osteen would compensate me for the 8 hour drive, gas, time, food, trouble, etc.... Afterward he did nothing and did not return my call. "Honesty" is still the best policy especially during a pandemic. Shame on Osteen Volvo! I ask that Osteen and it's GM keep their commitment to compensate me in the amount of $200 for this full day and very disappointing trip to purchase a car they grossly misrepresented.

  Business response

  02/18/2022

  O'Steen Volvo will be sending $200 in compensation to *** ******.

  Customer response

  02/23/2022

  Dear BBB,
  Thank you for your help and intervention in this matter. Osteen Volvo responded promptly and with a sincere apology for their delay in compensating me for my time and trouble. Unfortunately there seemed to be no real remorse on their part for having misrepresented the car in the first place, almost as if it were just "business as usual".

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