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Complaint Details
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Initial Complaint
02/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We signed a new lease on a Volvo XC60 in June 2022 to replace our other Volvo that we had been driving for 3 years. We opted for Volvo years back due to my wife having been in a near death car accident when she was younger, and Volvo consistently being advertised by them as the "Safest car you can get". The first lease we had with Volvo (From 2019-2022) was a great experience, but the car we received in June of 2022 starting having issues very early. At first it was issues like: Car wont start, AC is not working, Infotainment screen does not start up etc. Issues that were not directly safety related. Had the car for repairs a few times, but Volvo updated the software and said "Problem is resolved" - But it was not. In May of 2023 I started to experience more serious issues like: Car shutting off dashboard while driving, Cruise control shuts off without warning, Breaks malfunctioning, car shutting off while driving, blinkers not working. (Video evidence of some issues available). Again i turn it into service over the summer, and Volvo has the car for 2-3 weeks without providing a loaner. I receive the car back saying the issue is resolved - It was not. After having a near accident experience in the car when it shut down on the highway again, i turn it over to Volvo asking for a resolution, something that is not just "software update". Now after many months with a loaner car that is not my own Volvo has not repaired the car, but decided nothing is wrong with it despite the many incidents. They are offering me to sign a new and more expensive lease or take back my faulty car and receive monetary compensation to drive it until the lease ends.. I have no interest in putting my family at risk, not for any amount of compensation. At this point i am trapped in paying for a faulty lemon car i can not drive, or signing a new and more expensive lease that i can not and will not afford on a similar car at Boston Volvo
Business response
03/17/2024
There were several quite reasonable alternatives presented to the customer by both the manufacturer and the dealer, (Boston Volvo Cars). All offers were summarily rejected by the complainant. At this time, for a number of reasons, (the primary being that, to date, the complainant has refused to return the service loaner belonging to Boston Volvo Cars that has been in their possession for nearly five months), all previous offers of resolution are hereby rescinded. Boston Volvo Cars requests, yet again, the return of its property, and for the removal of the complainant's vehicle from the premises.
Regards,
******************************
General Manager
Boston Volvo Cars
Initial Complaint
02/06/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
On Nov. 30 my husband and I drove to H333436303730333532**H H3135353438383334**33H to check the XC 90 but when we spoke to ********************************************* he said lease is better because the interest rate is higher. I test drive xc 60 it was okay and we came inside the dealership while he is on the phone, while I am checking my phone trying to check the price on XC 60, when ***** saw me he said that offer does not exist. We waited for a while looking to see what number he can give me. After a while he asked to see the guy in the room, he one who have me signed the lease agreement. So the cash due at signing was never discussed, he just show me the breakdown of the trade value of my car 8500 2600 rebates and first month due. Trade in value of my car is 8500 ****** 2015 Lease cash deposit - ***** signing As Advertised online monthly 575 H333436303730333532**H XC 60 Price ****** - online price I&#**;m looking to get the rest of money from trade in of my car ***** Upon delivery I met the lady in Dover Town Hall parking and we went inside to register the car I noticed she avoided me seeing the document to register the carBusiness response
02/25/2024
Complaint number ********. After reading her response, it looks like she is confused in her own numbers. It was a lease and the ***** is not due. That was actually what brought the least payment down to what she agreed to. If you have any questions, you can call me directly at ***************, the rebates were *****, the trade allowance was *****. She only put down his cash down 536 that was that was her total amount that she put down was 536 to be at the 536 payment, so Here is the answer. Okay. Thanks, byeCustomer response
02/26/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.Here is why I do not agree with their response , Trade in value of my car is 8500 and 2000 Promo from ****** plus 536 first payment The Online Deposit for Lease is ***** and 575 monthly even though my monthly payment is 536 My understanding the total due upon signing online Lease is 5399 and 575 a total of ******* while If that will be deducted from my 8500 Trade in there should. be 2526 cash should be given back to me, plus 2000 from ****** credit The Price of Car ***** The of Price of car show is 49980.00
Please explain to me I do not think I'm confused the number show th difference.
FAQ
Regards,*******
Business response
03/25/2024
This is in response to complaint number ********, where the communication with the client is is relentless with the fact that they do not understand their paperwork and just by reading what she is writing, trading V *****, the promo deposit at 575, her payments, 500 309I do not understand why she does not understand that her payment is lower than what she is stating here, and I can make her understand. So this should not be a complaint against my dealership if the consumer does not understand her contract, thank youInitial Complaint
05/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On December 29, 2022 I financed a 2018 Audi S5 from Porsche Norwell through ************************* for the total of $29,411.56. I put $3,000 cash down as a down payment. At the time of purchasing the vehicle I was employed full time by the selling dealer. Within one week I was let go and my replacement was already lined up to take my place. Because of the nature of the quick replacement it came to my attention that the dealership was aware I was getting let go at the time of the purchase. I agreed to a loan payment of $639.54 at that time which was affordable at that time. I feel the company showed extremely poor business ethics and violated my consumer protection rights by selling this vehicle to me without being upfront about my employment status. I have reached out to their corporate office and legal team multiple times since January 2023 to try to sell the vehicle back and have gotten nowhere. I am very unhappy with the way this dealership does business and can't believe they would treat a former employee this way. I have not returned to the automotive industry and have taken a job in the **** field making approximately 50% of the pay. This company made it so I will never return to the automotive industry based on how they treat their employees.Business response
05/23/2023
******************* was terminated for violating company policy by taking a company vehicle unauthorized and then called in sick for multiple days while driving a company vehicle without person.Initial Complaint
04/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My car was brought for service via a tow truck to Boston Volvo as recommended by *************************. At the time, the car would not start and AAA thought it was from a dead battery. It was not clear if the battery needed replacing or if it was another issue. Once I spoke to the customer service representative at *******************************************, I was told that what needed to be done was a list of recommendations in addition to the battery. One of the major recommendations was replacing the subframe due to rust damage. I was hesitant to put that much work into the vehicle as it is close to 20 years old; although, I have not have many issues with the car apart from more recent years and accidents that were determined to be not my responsibility.I expressed this concern and worked with the customer service rep to come up with what I thought was reasonable and affordable, which totaled close to $4000. One of other major pieces of work was replacement of the steering pump. As it was leaking prior to the service, I also agreed to this. As there was a significant amount of work to be done, I asked if we could ensure the life of the car for at least another year. As my commute is 1-2 miles a day, I do not drive it much and just rely on it to provide local transportation.On 2/14/22 when I picked up the vehicle, there was immediately a loud sound from the fan. When I arrived at home to park, the fan continued after the car was turned off. I called and returned the vehicle, and was charged an additional $409. I have since picked up the vehicle, and again have come to find that the steering wheel is now freezing up and the leak has not been fixed. When I spoke to the customer service rep on 3/29/22, I was told that they would not honor fixing the leak without additional charges which I have now refused to pay as this was one of the original issues. The subframe may need to be removed in order to attend to that; however, I feel strongly that it was their negligence that caused this.Business response
04/15/2022
****************** is the owner of a **** Saab and, although, she invested north of $4000.00 in repairs, our professional diagnosis of the vehicle computed to approximately $11000.00 in necessary parts and labor when performing a multi-point inspection. Of course, it is our customary practice to inform any customer who owns a somewhat older vehicle that necessitates significant mechanical repairs, that he/she should seriously contemplate investing additionally, as the likelihood of future issues is great; particularly, given the fact that our records indicated that this was the very first time the vehicle had been entrusted to our repair facility, we had no knowledge as to the vehicle's maintenance and/or repair history. Of the mechanical issues that were communicated to ******************, she elected to fix a minority of them, and forego the remainder. Unfortunately, the problem that ****************** is now experiencing with her vehicle is mutually exclusive from the work that was recently performed. (This is evidenced by the fact that the vehicle was inoperable prior to the repairs being performed). Indeed, we understand fully ********************** frustration given the recent and somewhat sizable monetary investment. Hence, we are willing to perform the work related to this specific issue at dealer cost or, as a token of goodwill, we will refund $500.00 for the previous repairs, if ****************** would prefer to have the vehicle serviced elsewhere.
Regards,
******************************
General Manager
Boston Volvo Cars
Customer response
04/26/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I have contacted Boston Village Volvo and they are estimating another $1000 for the work to be completed. This seems entirely unfair as the Power steering leak was one of the original issues that I brought the car in for. When the car was returned the 2nd time, the fans were not an issue that needed to be addressed; however, I paid for the additional cost to have it repaired. (The battery would not disengage and the fans continued to blow after card was turned off). At this point it is very unfair for me to trust that the work will be completed and have to pay an additional $1000 for the original work to be completed.
It seems to me that the power steering leak should be repaired at no additional cost, since I have paid over $4400 already.
Please advise.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Business response
04/26/2022
I do understand ********************** point of view regarding the power steering, however, the issue is mutually exclusive from the previous work that was performed. With that being said, if ****************** would like to pay for the part, (power steering hose), I will authorize our service department to waive any associated labor charges, despite the fact that the job does require a significant investment of technician time. The price of the power steering hose is $350.00. Please understand that the completion of this particular repair does not guarantee that there will no additional mechanical repairs necessary, (at any point in time), in order to keep the vehicle operating properly, due to its age. Again, we did initially diagnose $11000.00 in necessary repairs, however, only $4500.00 were completed.
I do trust that ****************** will find the aforementioned offer more than reasonable, and we do hope that she is able to enjoy her vehicle for thousands of additional miles...maintenance free.
Regards,
******************************
General Manager
Boston Volvo Cars
Initial Complaint
04/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
did not reload software on TCM (Transmission Control Unit) as stated on receipt. did install TCM and reinstalled ORIGINAL *** (Engine Control Module) and reloaded software. I am requesting TCM software to be reloaded that was one of my main reason for bringing my vehicle to a Volvo Dealership. the Data and Sensors that controls the gear shift, that calculates when and how to change gears from the *** should have been uploaded after reinstalling and uploading OLD ***. TCM was left the same way that I drove it in which means it was not uploaded. The *** is working fine which means the *** should as well.Business response
04/13/2022
************* diagnosed his vehicle and supplied his own parts. We performed programming to the supplied parts as contracted to do so by *************. If the results did not repair the problem with the vehicle, Further diagnosis is required, which ************* declined.
Thank You,
*************************
Boston Volvo Cars.
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