Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car from Volvo Cars of Pioneer Valley at least 2 months ago. The experience was, truly, terrible. Cars advertised online that were not available. Unprofessional conduct (I witnessed Victor in finance stomping my license plates flat on the sidewalk outside the dealership). I was told the car would be detailed (professionally cleaned) and it was not. They themselves admit they really dropped the ball on customer service with me. Here is the real issue, however. The car has yet to be registered after two months. I eventually called them, asking what the deal was. They instructed me to call my insurance agency. I did so, and was told that the paperwork the dealership filed was filled out incorrectly not once, but THREE TIMES. My insurance company sent it back each time, and apparently Volvo Cars of Pioneer Valley just decided to give up. No follow-up, no reaching out to me. Absolutely nothing. I spoke with the sales manager who purportedly did the paperwork himself (for a fourth time) and it was finally submitted correctly. That was weeks ago. I have yet to receive my registration, and so the car remains uninspected. Most of my calls go unanswered, and most of my messages go unreturned. (Not all, but most) Each time they are apologetic, but enough is enough. I purchased a car 2 months ago, and still have yet to receive my registration. Please help...

  

  Business Response

  Date: 10/02/2024

  We are waiting on the customers insurance to send it back to the dealership stamped so we can proceed. We have reached out to ******* ****** and they will not proceed without the customer contacting them. The customer needs to reach out to their insurance company and ask them to stamp and send back the RTA.

  Thank you 

  Customer Answer

  Date: 10/04/2024

   
  Complaint: ********
  
  I am rejecting this response because:  I did call ******* ******.  They told me that they were not in receipt of any of the required paperwork.  In fact, they told me that they had not received anything since August.  I said, that is impossible.  I know for a fact that another RTA was emailed 2 weeks ago.  I was then informed that they do not accept emails, and that the RTA must be faxed.  

  Thanks for trying to lay the blame on me guys.  Just another example of your blatant incompetence.

  If this is not resolved within the next 24 hours, I will be lodging a formal complaint with the Attorney General's Office of Massachusetts.

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

  

  Business Response

  Date: 10/05/2024

  The Vehicle will be registered for the customer on Monday. He has been in contact with Jacob the manager. We followed up with the customer again today to ensure their satisfaction.

  Thank you

• Initial Complaint

  Date:08/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We leased an S60 from Pioneer Valley Volvo and picked it up 1/20/23 fulfilling all expectations from us. The lease went through many corrections because, they said, it was the first Volvo lease they had done. Because we discussed being a Volvo Family we were told, by ********************, that we had to supply a *** we did so on 2/13/23. On that date she told us we would receive $500 with that ***. We disputed this amount knowing the *** was worth $1500. ******************** raised her voice and became rude so we signed the *** & Pricing Agreement, which she also signed. We were told to await the $500. On 2/15/23 we received an email stating 'Volvo had fulfilled their obligation' because we had received other discounts. ******************** was aware of the other discounts when she asked us to sign that agreement. We wrote her asking her to stand by her signed agreement and received no comment. We allowed some time to pass hoping they were working on rectifying this. Hearing nothing from them we wrote to the president of ********* Volvo (Pioneer Valley Volvo) *****************************, with a complaint letter (explained above) with the lease, the *** & Pricing Agreement. and all emails from ********************. We have had absolutely no reply. We feel that the promised $500 is owed us.

  

  Business Response

  Date: 08/08/2023

  Customer signed paperwork on 01/18/2023 and had no pin for rebate at that time and was told they would need to provide a pin at that time for any other rebate to which they outright refused. Customer brought in pin a month later and was told that it would be applied for at Volvo and if granted, they would be sent rebate funds. Volvo declined rebate, stating that new vehicles sold through Volvo are not eligible to be discounted more than 6% of MSRP and that pins need to be provided and verified at time of signing paperwork. MSRP of the vehicle leased was $51,315, making 6% a total of $3078.90. Customer actually received discounts and rebates in the amount of $4616.00, thus making their discount larger than it would have been with any pin or rebate. Customer spoke to ********************** directly and Volvo directly told them they did not qualify for any additional rebates or incentives.  Upon speaking with the customer, ********************** cancelled the customers eligibility for pin. 

  Customer Answer

  Date: 08/30/2023

  Having been away, we arrived home to receive your BBB letter of August 8, 2023, so we respond now. We see you may have closed this since the Pioneer Valley Volvo Car responded. But we dispute their response so ask this to please be opened again.

  We respond to the Pioneer Valley Volvo Car response because it contains untruths and certainly unsupported statements!

  Their first sentence reads, '...was told they would need to provide a pin at that time'. Incorrect.  ******************** NEVER said that; in fact, she agreed that we could go back with a *** and she did not limit it to any time constraint. She even knew this because she listened to us leave the message for our VOLVO family member to send us the VOLVO VIP ***.We petitioned for the *** from ********************** and that took time.  As soon as we received it we returned to her with the ***.

  Her second sentence also contains an untruth. It reads, 'if granted, they would be sent rebate funds'.  She spoke nothing about 'IF GRANTED'.  Instead she accepted the *** and said we would be sent a $500 check!.  

  It should be noted that the rest of her response is ********** because she was aware of all discounts we had received to date having approved them herself.  She never mentioned there was even a chance we would not receive the $500 check rebate.

  Again we go back to the fact that she signed that form promising us the $500 (and nowhere on there does it read that idea of "if granted").

  We want this to go back to the dealership and, if at that point we need to go to mediation we will.

  

  Business Response

  Date: 09/07/2023

  BBB spoke directly with the business and they advised that the rebate the consumer is referring to is a corporate rebate and it is not something that is facilitated directly at their dealership.  The business advised they have done all they can to try to assist the consumer, however the consumer will need to deal directly with Volvo corporate regarding this matter.  

• Initial Complaint

  Date:03/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We owned volvo serviced here & was totaled. Hassels with insurance co & were cutting off rental & we had to find a car. They had 2013, more than we wanted to spend, sales mgr told it was a 'great' car, he knew car & it belonged to a friend. We went to see car, agreed to a price. They refused to allow us to drive car. We wanted to put a deposit down pending, they would not let us. Said we had to purchase the car. We said we had 3 days after to cancel & they said that we did not. They put us over a barrel knowing we were despirate. Offered us an extended warranty at ridiculous price but sales mgr told we we did not need, because he knew car. Within week the check oil light went on, we took back, told it was down qt, everyone put it off to maybe proper amount not put in with oil change. We questioned if they had done any pre sale work. Check oil kept going on, car kept being low on oil. We took back, they tell us car is burning oil & 'we should have know that these years burn oil'. Said it would be MANY thousands to fix, & we should have bought warranty at purchase. Since this we have had numerous issues they should have caught at inspection, including loose dangling wires that would kill car while driving, loose door panels, missing clips, etc. Some they fixed, others they charged us for. We keep feeding oil into car. Various warning lights go off on occasion for no reason. We tried to give them car back, they offered to find us another car, and trade it, they have made no attempt to do so. Contact Attorney generals office, they are trying to get them to fix this mess. They are blowing off attorney general. They lied about car, & ripped us off for $13K. We are seniors who can not afford this. They also put us with a terrible finance company who did not recognize our payments & forced us to pay off car in full which we could not afford. they refuse to talk to us.

  Customer Answer

  Date: 03/09/2023

  I would like to return the vehicle and get the purchase agreement price refunded.  I have been asking them to do this since August/September of last year.

  

  Business Response

  Date: 05/02/2023

  *************** purchased her 2013 XC60 from Sales due to her previous 2010 XC60 being totaled in an accident.  The 2013 XC60 came in for its Used Vehicle Inspection on Aug. 8th, 2022.   Louie A inspected the vehicle, checked for leaks, fluids, belts, filters,batteries, tires, brakes, steering, suspension, exhaust, interior condition,exterior condition, sunroof drains, and all glass were thoroughly inspected.   At the time of inspection the vehicle had 103,937 miles.  Due to the age, and mileage of the vehicle is would in no way qualify for any variety of Volvo Extended Warranty.  Louie recommended the rear wiper arm be replaced due to it being cracked, a new set of front wiper blades, LOF, and the rear trailing arm bushings be replaced due to some dry cracking of the rubber bushings.  A complete safety inspection was preformed and within the 7 days allotted to every new vehicle acquisition, ************** was given a passing ************* Safety Inspection Sticker. 
  
  On Aug. 26th *************** came in and requested the 2013 XC60 looked at for a few concerns. We were asked to re-secure a trim panel, which was done without incident.  Additionally we were asked to check her rear 12V outlet, and to top off her oil. No oil light was present at this time or at any other time we saw the vehicle. This concern was purely from the customer looking at the dip stick.  The 12V outlet did have a blown fuse.  The tech checked for any leaks on all sides of the engine, and noted nothing.  The vehicle has no oil leaks.  At this time Volvo Service took care of everything at no cost for her.  The only service *************** was charged for was a tire inflation with our nitrogen.  Mileage at the time of this service was 132002
  
  
  On Oct. 25th, 2022 *************** again came to the dealership with a few concerns.  Customer stated that she would like us the check for a stop light that had come on the dash, a shake at highway speeds, and a concern that she may be burning oil.  The mileage at this time was 134834.  The tech recommended a 4 wheel alignment to solve the shaking issue, and 4 tires for the future because they were measured at 50%life remaining. Our lead tech also recommended an Oil Consumption Test for the vehicle to see how much oil the XC60 is actually consuming.  I explained the entire process of Volvo's Oil Consumption tests to *************** and went so far as to explain the options we would have based off of our findings.  *************** explained to me that she would not be able to afford the repairs, or even the tests to find how much oil she is potentially consuming.  *************** and I talked about this as a known issue with these vehicles and she disclosed that her 2010 XC60 (that was unfortunately totaled) was consuming oil.   Because she couldnt afford to fix the oil consumption issue in that vehicle, she had to change her oil change intervals to every 5k miles from every 10k miles.  At this time *************** was disappointed, but also understanding of her predicament.  She agreed to pay the diagnostic charges and for the turn signal bulb that was replaced,and went on her way.  *************** at no time allowed us to complete the test to even be able to determine how much oil if any the vehicle is consuming.
  
  During the sale of Mrs. ****** 2013 XC60 she declined every offer for an extended warranty through our 3rd party vendor JM&A. 
  
  *************** contacted the Volvo Service Department sometime around the 28th of Nov, 2022 and said that she and her husband were trying to test the battery and the alternator and they both tested to be good,however the vehicle had died a few times. No lights on the dash at this time.  The vehicle was dead out front of the building so our lead tech went out to the car and tried to jump start it.  The vehicle would not start, or receive any power. He inspected all the cables and terminals and they appeared to be ok.  There was a loose grounding wire that was hanging in front of the transmission.  The connectors looked fresh and the grounding wire appeared to be freshly removed.  From what we could tell, the disconnected cable was a direct result of Mr. and *************** doing some kind of testing or repair themselves.  Once Louie re-secured everything the vehicle started and ran normally for multiple tests.  We have had no further issues, or communication from ****************

   

   

  
  

  Customer Answer

  Date: 05/03/2023

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

  Ir's amazing how arrogant PV is.  Not only are they blaming all this on me, but, to show the type of operation they are, they have refused to discuss the problem with the Massachusetts Attorney General's office so I did not hold out any hope that the BBB could get them to accept responsibility.

  No where in their correspondence will they disclose where this vehicle came from.  We were told by their sales manager that they got it form a PERSONAL friend of his and that he was PERSONALLY acquainted with the vehicle.  He stated that they never took cars this old in, BUT because he personally knew this vehicle, they are selling it.  

  They also neglect to admit that they REFUSED to allow us to drive the vehicle before purchase, and also REFUSED to allow us to put a deposit on the car to hold it subject to inspection.  They told us that we would HAVE to purchase the car first!  When I brought up the fact I had a 3 day right to cancel the sale under Mass Law, they stated that we had NO SUCH right on this car!  This is the first time I was told what they inspected on the car.  They did not state if they replaced these 'rear trailing arm bushings' that were found defective.  They also neglect to state that as part of my purchase, I demanded they have the car aligned.  They told me they did this, however, from their further comments in this, it seems possible they NEVER did that and just lied to me about it.  THEY put the inspection sticker on the car, so I do not know if there were additioanl issues.

  I did not ask to 'top off the oil' on the car as they claim.  I came in and stated that the LOW OIL light had come on and why did this happen when they supposedly changed the oil?  No oil light was present because we had added oil!  That they claim to have added oil shows that this vehIcle haS ISSUES.  As for the interior panels, I had pointed those out at pick up, and had made several calls to them about them, as well as some scratches on the paint, which they stated they would order clips for, but asked for a small amount to buff out the car.  They NEVER got all the clips necessary to fix the loose interior panels, even after several attempts to get them to do as promised, they only got some of them, and promised me they would get the rest.  NEVER DID!  Volvo service did not take care of everything as I paid to have the car buffed out.

  They state on 10-25 I told told to get an alignment, however, as stated, they supposedly did this when I bought the car.  I guess this shows they lied about that.  I do not know who is responding to this for PVV, but I never told anyone I could not afford the oil consumption tests, I told that I should NOT be responsible for the costs of same, as I had just purchased this car from them, and they had given me a personal guarantee on the vehicle by "Peter" their sales manager.  The woman I was talking to then stated that they had had many problems with Peter and 'You don't see him here anymore, do you?"  (That is a quote).  She made a snarky comment that "You should have bought the extended warranty."  To which I responded that Peter gave us his personal guarantee and stated that 'You don't need it anyway."  (Quote). She never told me to change my oil every 5k miles instead of every 10K miles.  (FYI< I have EVER driven a car for 10K before changing oil - I change my oil on all my vehicles 5K tops).  What she DID say to me is that "I should have checked the vehicle out before I bought it" (remember, they refused to allow ** to do that, or even test drive it) and that I 'should have done my research to see if this year car had an oil burning issue.  HUH?  I should have researched a car when I didn't know that there MIGHT be an issue?  And when they were refusing to give me any time to have someone look at it other than them?    They state that I was 'disappointed but also understanding of her predicament."  Wrong.  I was NOT understanding of the issue, and I did complain that I was being charged a ridiculously overpriced "diagnostic charge' for a turn signal bulb.  (I want to say it was over $100 - I will have to check my records.  Heck, when I walked in, I TOLD them that I needed a turn signal bulb.  

  As for us 'declining every offer for an extended warranty' that is them trying to paint themselves in a light that does not exist.  We were told about it once from Peter the "Sales manager" and then his next comment was that "you don't need it for this car anyway."

  As for their final paragraph of accusing us of doing 'some kind of testing or repair themselves', this statement is beyond infuriating.  Again, they are trying to paint us in the same light of dishonesty they wallow in.  The situation of the car going dead happened out of the blue.  It just died as we were driving it.  It was dark, and luckily were were on a road that was not highly traveled, but if it had happened on the highway, we could have been killed.  We tried to get it to jump, and it did not.  This happened to ** SEVERAL times.  We had called our roadside assistance for it, and they found that when they moved the battery or even tapped on it, the car restarted.  They stated there was obviously a loose wire somewhere in the car.  WE took it to PVV to fix.  When they told us there was a loose grounding wire, we asked why they had not found that at the supposed inspection of our car.  Their response was that 'these things sometimes just happen.'  At NO TIME did they state 'the connectors looked fresh and the grounding wire appeared to be freshly removed.'  This supposed 'fact' is NO WHERE in any other conversation or statements they have made to us, or the Attorney General's office.  Therefore, it is clear they are trying to accuse us to paint themselves in a better light.  

  The only sentence in this entire response that is correct is that they have had no communication with us.  After them lying to us about the car, selling us a clearly defective car they were aware of, overcharging us to put in a tail light bulb, and their snarky treatment of us,  we bring the car to local mechanics.  Heck, they are far cheaper, closer and stand by their work, unlike Volvo of Pioneer Valley. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car from Volvo Cars Pioneer Valley on may 7th. When I test drove the car that day I didnt notice any issues. 2 weeks later I picked the car up and there was a severe brake pulsation on the drive home. I live in CT so I did not have time immediately to make almost a 2 hour drive right away. I made an appointment about a month after I took the vehicle home, and brought the car back to the dealership. I brought the car back thinking that this was something that could be done under warranty. I had a 60 day warranty on the car. When I brought the car they told me the service should be done in an hour. The service advisor called me and said that it would take more time and to just head home with the loaner vehicle. Later that day the service advisor called me back and said that there was a disagreement about who should be paying for this. He also said he doesnt think that it should be me. So the next day they called to ask when this started and I told them it was as soon I brought the car on to the highway after picking it up. I received no call for the rest of the day. The next day I got a call back from them and they told me that I could go about this two ways. They would cut the existing rotors on a lathe to remove the wobble or they would pay for the labor and have me pay for the parts. I did not find either of these options acceptable. I asked why they couldnt just replace the rotors under warranty. The warranty covers safety systems and I would say that breaks are a definite safety system. I told this to the service manager and he explained to me that because rotors are a wearable item, they would not be considered for the warranty. Even though this was the condition the vehicle was delivered to me. We went back and forth on this for some time. Then I asked to speak with his boss and he said that there is no way that Volvo Cars Pioneer Valley will be paying for the parts. The next morning I picked up the car. Nothing was done to resolve the issue.

  

  Business Response

  Date: 07/21/2022

  This has already been addressed with the customer by both the ********************** and ********************** department. The customer drove the vehicle for over a month with no brake pulsation and the vehicle also did not have a brake pulsation when it was sold. Our records indicate the brakes were above standard when the vehicle was serviced at the dealership and sold. We offered to pay for the labor as a good will gesture for the customer if he paid for only the parts and he declined. This offer still stands as a gesture of good customer satisfaction. 

   

  Customer Answer

  Date: 07/21/2022

   
  Complaint: 17531551
  
  I am rejecting this response because:
  This is an untrue statement. The brakes were not ok when I took the car home. I said this to the dealership. But they are insisting that Im wrong or just a liar. I have barley driven the car because of this. All of this has been said to the dealership. I do not see me having to pay for parts that I didnt damage as a reasonable solution. The car as they sold it is unsafe at this time and they are denying that. I have a 60 day 100 percent coverage warranty for safety systems. This isnt acceptable by any means. 

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

  

  Business Response

  Date: 07/22/2022

  We are happy to set up a time to review the safety inspection with the customer. Our records indicate different from what the customer is stating. 

   

  Customer Answer

  Date: 07/23/2022

   
  Complaint: 17531551
  
  I am rejecting this response because:
  There is no need for a review of the safety inspection. That was done before I bought the car. When I took delivery of the car is when this issue came up. The condition of the brake rotors is unacceptable. Reviewing the safety inspection that was done prior to me taking the car will not fix the problem. Paying for the parts and mailing them to me will fix the issue. 
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/11/2022

  Our dealership documents everything when a vehicle goes through our shop. Our sales and service departments have very strict  guidelines on what is acceptable by our company and what needs to be replaced on a vehicle. We go above and beyond state inspection requirements and you will see that in our RO history that I have attached along with the multi-point inspection that was completed.

   We also have prior RO history that I am unable to share due to our privacy commitment to our customers. The history shows how well this vehicle was serviced by the prior owners.

  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17531551
  
  I am rejecting this response because:
  This documentation has nothing todo with the issue. This was all done prior to me taking delivery of the vehicle. Theres nothing to prove that nothing happened between the date of my purchase and the date of delivery. Which was a two week time frame. Providing documentation prior to my purchase isnt helping anything. 
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/19/2022

  The attachments show the car was over all safety specifications when the vehicle was inspected and sold to the customer. 

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17531551
  
  I am rejecting this response because:
  Yes when it was sold then you took my down payment and kept the car for two weeks. When I took delivery of the car it was shaking rapidly every time I hit the brakes. Which I would consider not safe. I am curious what happened in those two weeks. 
  Sincerely,
  
  *******************