ComplaintsforJim Ellis Volvo Mall Of Ga

• Initial Complaint

  03/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Hope you are well. This has been a recurring frustrating experience and has been a pain and will never own a Volvo again in my future. I completely lost trust Below are my vehicle details. I changed my rotors at **** miles 27k miles and now I am at 34k and they are worn out again. Previous Case Volvo **************** Case: ************* VIN: ***************** . I have had an extremely frustrating experience with Volvo. There is always problem with my break pads and rotors and they go bad every ~**** miles *** I am working with Volvo cars mall in Georgia, they replaced my rotors when under warranty 4 months ago in September 2022 and now they are worn out again . *** I will have to pay another $700 bucks for replacement. How in the world can a car wear out rotors in 4 months and < 8k miles . THIS DOES NOT MAKE SENSE TO ME. The new rotors have to be paid by Volvo or the dealer for this. I claim they have put in used parts in my car that worn out when under warranty and now they are making me pay again for rotors. The settlement I would want to arrive is either the dealer or the Volvo should pay for my front rotors and this time I will need new part unlike the last time.

• Initial Complaint

  01/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On January 27, 2023 I met with ******, manager at Volvo when my husband and I came in to purchase a vehicle. I noticed that the tire tread on the passenger and rear passenger side is 7/32 & 8/32. At a tread 5 or 6 you need to have it replaced because unsafe on roads. I asked if before we pick up car can they replace tires. ******, said that he wont because it is above a 6 so its still drivable and he didnt want to waste 2 brand new tires and I can just buy them new in about 2 months. I informed him that if he didnt want to put new tires on it, he can exchange the tires off a similar vehicle on the property. His exact response was that "he could, he just dont want to". I informed him that exchanging the tires would not devalue another vehicle that has not been certified and is not being sold at this time so he could exchange the tires. His response is again, " that he could, he just dont want to because no one asked him to before so just be prepared to buy tires in a few months after buying the car". He said he is not changing his mind and he is the Director of used vehicles so he is in charge so I have to just live with it. Then stared at me as if my ethnicity didnt warrant this request Not sure if he didnt like my black skin, or the fact that I was a woman but this type of unethical behavior is disgusting. I asked to speak with the general manager but he said he was the one with the highest authority.

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I recently purchased a Car from this dealership. While in negotiations we asked for a few things that were either not met or we were deceived on what they were offering as supplements to the car. We had requested that we get a weather mat for the trunk of the vehicle with purchase. We were told yes and it would be there when we picked up the vehicle in a few days. We did not receive the weather mat as promised and we're given like pieces to a one that didn't fit the car and were not was we requested. We were told the car would come with 3 keys to the car. We were told these keys worked. Two of the keys do the 3rd does not. The 3rd key is some sort of special "sport" key without a way to charge it, change the battery, or open it. It does not lock, unlock, or start the car. When I asked them about this when I discovered it didn't work, they told me I could get a new one for 500$ even though they sold me one with the car that didn't work. Finally the vehicle has an optional subscription service that allows you to lock, unlock, track, remote start, and see status of the vehicle via a phone app. Part of the deal was that we got 2 years of the subscription with purchase of the car. This service is 200$ per year. They gave us the app and the service but for only 18months, not the agreed upon ********************************************************************************************* they just tell us too bad. I feel that they promised us aspects of the deal to get us to buy the car and then didn't fulfill their end of the deal.

• Initial Complaint

  10/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  * We purchased the Certified Preowned car for about $50K from https://www.volvocarsmallofgeorgia.com/, it came with the original warranty, plus we purchased an additional 5 years of Volvo warranty for about $4,200. The car had about 20K miles on it when we bought it from Volvo, and my wife was very excited to have a new car. * After only four (4) months, the passenger side mirror stopped working, and we took the car back to have the mirror fixed under warranty. The dealership told my wife it was going to cost $1,000 to repair the mirror and gave her the runaround for three days. She was told by 3 dealership employees (including managers) that the mirror had been scratched and the glass was falling out (which was a complete falsehood and we had photos to prove it). The dealership manufactured a story that someone had hit the mirror and therefore it would not be covered under warranty. * After three (3) days of phone calls and proving to Volvo that they were incorrect, they finally conceded and verbally admitted the mirror had not been damaged as they had said, and that "it was just business" to try and get us to concede the warranty claim. Then they tried to make my wife feel bad by saying that people that "own luxury cars" just usually pay to have them fixed without question. * After such an ordeal, we finally got the dealership general manager to agree to purchase the vehicle back from us. We were not going to continue to do business with people who misled us regarding the warranty, misled us regarding the mirror and treated my wife with such disregard. * When we returned the vehicle, the dealership refused to refund the full amount of the car, nor did they refund the full amount of the extended warranty (even though it wasn't even in effect yet). * We lost about $4,000 in this ordeal (not including the taxes, an additional $3K).

  Business response

  11/30/2021

  Business Response /* (1000, 5, 2021/11/04) */ This unfortunately is not how this played out. The vehicle was purchased on April 10th 2021 with 22,657 miles on the vehicle for a purchase price of $50,301 plus taxes and fees. On August 19th 2021 they returned to our service department with 27,328 miles on the vehicle stating the passenger side rear view mirror glass is loose and shakes and it would not unfold and had to be unfolded manually after leaving dinner one evening. Upon inspection and scanning of the vehicle our technician ran fault codes to see if there was a malfunction with the mirror motor and no codes appeared that indicated the mirror motor had gone bad. This would indicate that some sort of outside influence caused the mirror to not function as designed. If we would have processed the mirror motor through Volvo USA warranty claims it would of been denied due to no fault codes in the mirror motor resulting in a chargeback to our dealership. One of the unfortunate misunderstandings with clients is that we will happily run an item through warranty as long as we have the supporting documentation and can prove that something has failed or gone bad; not caused by outside influence as the manufacture will reimburse the dealership at 100% of full retail for parts and labor items covered under valid warranty claims. Manufacture warranty claims with a dealership is almost like an open check book but we do have business ethics that we adhere to as we are reviewed daily, weekly, and monthly on our claims. Failure to adhere to these policies and ethics are a violation of our dealer agreement so we follow them closely. We as a dealership would never try to get a customer to pay for an item that would be covered under the manufacture warranty. As unfortunate as something like this is we must follow our guidelines and protect our relationship with the manufacture. Given this we informed the client that we would be unable to process this claim through warranty which is something that that was frustrating to them. After some conversation we ended up goodwilling the mirror replacement for the client at no charge. After this the client was still uneasy and was worried about any future issues that may not be covered so they made the decision of not wanting the vehicle anymore and asked if we would buy it back. We happily purchased back the vehicle at the current market value 4 months and 11 days after the original purchase. We determined the market value based off the current time and current odometer of 27,439 which was 4,782 more miles then when purchased. We purchased the vehicle back from the client at $47,000 and disclosed to them that they would not be able to recover any of the taxes and fees that were paid to the state of Florida on the vehicle. We did try to look up and see if they could reach to the state of Florida and be reimbursed but that is a claim they would have to execute themselves. The additional extended vehicle service contract was cancelled and the monies were refunded to the client on a prorated amount in regulation with the usage of time and miles guide provided by the extended warranty company. The vehicle was not returned as it was SOLD back to us at an agreed upon amount by both parties and all additional contracts were cancelled and refunded to the client. We unfortunately do not like when situations work out this way as we do our best to help our clients in every way possible. We apologize that this client feels this way but we did not mislead or concede to any unlawful business practices. We wish things worked out differently on this. Thank you Management Consumer Response /* (3000, 7, 2021/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The dealership's opening statement tells a story. "This unfortunately is not how this played out," followed by a lengthy explanation of of their relationship with Volvo USA is just a distraction from our description (which was not addressed). As we stated, there were multiple days of complete misrepresentations on the mirror from the service department personnel. Their response also continues to put forward a false narrative that there was an "outside influence" on the mirror, which is simply not the case. The service department lied to us for 3 days insisting there was a scratch on the outside of the mirror housing and the glass was falling out. This was simply a lie, and we had photos to prove it. In other words, this dealership manufactured a narrative that was not based on any evidence, and then continued to push that narrative over multiple phone calls over 3 days and an onsite visit. The response states, "After some conversation we ended up goodwilling the mirror replacement for the client at no charge." This was only after we pushed back. After that, the service manager called an said we were right about the mirror not having external damage from an "outside influence" and that he hoped we weren't upset because "it was just business". The response states, "but we did not mislead..." Yes, they did. They attempted to mislead us for 3 days. They state, "we do have business ethics that we adhere to" yet their ethics toward their us as a client were highly questionable. They state, "After this the client was still uneasy and was worried about any future issues that may not be covered..." which is incorrect. It was the dealership that told us that the vehicle had multiple computers and, for example, the center display could cost $15,000 if it went out, which would not be covered by warranty. So, in other words, we bought a full extended warranty that wouldn't have covered many things on the vehicle. We were misled in that purchase. And why were we only returned a pro-rated amount for a warrant that hadn't even gone into effect yet? The vehicle was still under the original manufacturer's warranty. We returned the vehicle because we did not want to be in an ongoing business relationship with these people.

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