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Complaint Details
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Initial Complaint
10/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Our 2021 Volvo purchased on 8/21/2021,had been totaled in a car accident on May 8, 2024. We purchased an extended warranty to ****** miles for $4,495.00. The basic manufacturer warranty is 4 years or ****** miles. The odometer reading at the time of the crash was ******. We were told by a financial officer from another Volvo dealership that we were entitled to a refund of the unused portion of the ****** warranty. After repeated calls and messages left at Patrick Volvo, *********, beginning on May 28, 2024, 2 calls and messages left on June 3, 2024, August 9, 2024, we received no response. We also submitted a signed paper with total loss and mileage to their financial manager on June 5, 2024. An additional letter was submitted on September 26, 2024, explaining the refund we are entitled to. Still, no response. The *** # is YV4162UM4M26.
Business response
10/28/2024
Patrick Volvo Cars sincerely apologizes for the delay in processing your refund for the cancellation of the extended warranty. On Friday, October 25, 2024, ****** ****, Sales Manager at Patrick Volvo Cars,reached out to you via phone and left a voicemail requesting a return call. On Monday, October 28, 2024, ****** spoke with ***** *********, providing an explanation and informing her that a refund check is currently being processed with **********************. The refund should arrive in approximately one week.
If you have any further questions, please dont hesitate to contact ****** directly at ************ or *************************************
Customer response
10/29/2024
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,
**** *********Initial Complaint
08/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My 5 year old, 32K miles 2019 XC60 A/C stopped working and took it to Patrick Volvo to fix. They tried charging me $4,300 to fix it. They said they needed to replace the "high side shradder valve evap" that is leaking. Since car was out of guarantee I called Volvo to see if they can cover this under guarantee. They offered covering parts only for approx. $1,000 as "good will". Patrick Volvo said needed 14 hours of labor for $3,300 as they say they needed to take off the dashboard and for that the front seats. This sounded too much work for a relatively new car so I decided to take the car somewhere else but had to pay $320 for the diagnostic . Took the car to a ******************* specializing in AC. They fixed the issue for $420. No need for replacing any part, no need for removing the dashboard and front seats. They just replaced a couple of o-rings. Mentioned the diagnosed from Patrick Volvo they said it was not needed and they fully guaranteed their work for eventual leaks. Car AC has been working well for three weeks including an **************************************** the 90s. I think Patrick Volvo tried to find a way to get their mechanics billable and charge a customer for unnecessary work. I contacted Patrick Volvo and they said their diagnostic was right. I reached out to Volvo and they responded stating that Patrick Volvo's quote was fair - unbelievable. In my eyes this hurts Volvo reputation, or actually reaffirms it. First and last Volvo I buy. Seeking reimbursement of the monies I pay for a wrong diagnostic.Business response
09/05/2024
See attached response and documentationCustomer response
09/05/2024
Complaint: 22216006
I am rejecting this response because Patrick Volvo response does not address the original complaint. Patrick Volvo quoted14 hours of labor to replace a major part that did not need to be replaced. I am making this statement based on the two following facts: 1) alternate repair shop *********** that fixed the ** assured me there was no need to replace any major part but only the two o-rings (minor fix) and they provided a guarantee on their work, and 2) air conditioning is working well after being repaired by *********. I continue to think that Patrick Volvo attempted to get me to undertake a major repair ($4,300 initially quoted) that was unnecessary with the sole purpose of getting their mechanics staff billable and recover some of their costs. While I agreed to a diagnosis by Patrick Volvo, I expected them to come up with a fix that addressed the issue ($400 as ultimately paid ********* to fix the **) without overkilling ($4,300 Patrick attempted to charge). Therefore, I am seeking reimbursement of the unnecessary diagnostic cost as charged, per my original complaint filed.
Sincerely,
***************************Business response
09/11/2024
Since we received the BBB rejection, *************************/Service Director from Patrick ******** left messages on the 2 phone numbers we have on file for ****************** to try and find a resolution.
As noted in our previous response along with the supporting documentation states that Patrick Volvo Cars correctly diagnosed the 2019 Volvo XC60 Vin# *****************, however in good faith we are providing a refund of $303.31. Copy of the check is included.
If you have further questions please contact *************************/Service Director for Patrick ******** directly at ************************************** or ************.
Customer response
09/15/2024
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.I have not yet received the check from Patrick Volvo. I have not received any call from them as stated in their last communication.
Sincerely,
***************************Initial Complaint
09/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I recently bought a Volvo in May. I paid Patrick Volvo/Cadillac to register the vehicle in my state of ******. I have spoken with my local county in ****** and they advise I need to get the registration and temporary tag from Patrick Volvo/Cadillac. They have registered it, but not given me the required documentation to drive it legally on the road (i.e. temporary tag and registration). They have had 4 months to accomplish this and I am left with a car I cannot legally drive on the road. All subsequent information they have needed I have given to them in a timely manner, however I have called over 50 times and sent over a dozen emails throughout this process and am still left with a car I cannot drive. It has been very frustrating when I paid for this service and they cannot even attempt to fix it or give me some sort of temporary tags so I can drive my vehicle.There has been no feedback or response and Ive talked with at least 6 people whether in finance or license and registration. I have also talked with a general manager. They have failed to provide me with temporary tags as registration has taken longer than needed. They also filed registration a week before my cars temporary tags expired. No one can answer me as to why there has been no progress and Ive talked with the *** and they have stated that it is up to Patrick Volvo to send me registrationBusiness response
09/07/2022
We apologize for the delay on your paperwork.
Our License & Title Clerk did explain that your original paperwork was sent to the county you lived in based on our records and due to your move had to be redirected to your new county office. This change did cause an approximate 3-week delay.
The new facility in your current county informed us on 8-11-22 that there were additional taxes due and your payment for this cleared on 9-6-22.
On 9-7-22 the ****** ********** of ***** Vehicle informed ** that your paperwork is in process and a temporary tag is being mailed directly to you.
If you have any questions,please feel free to contact ***********************, General Sales Manager at ************ or via email at **************************************.
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.
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