ComplaintsforHerb Chambers Volvo Cars Norwood
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Complaint Details
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Initial Complaint
06/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
In July of 2023, I brought my certified pre-owned 2016 Volvo XC90 in because I was getting a low oil warning. The service department ran diagnostic testing and, a month or so later, I was told that I needed a piston replaced. This was a repair that was required in a number of vehicles from that year and was covered either by warranty or because it was a recall. I was told it would be about 8-12 weeks before it could be repaired, and I was placed on the waiting list. I did not hear back for months so I called about 4 months later and was told I was 10th on the list and it would be another 8-10 weeks. I called back a couple months later and was told I was 12th on the list, which means I went backward on the list. I impressed upon them that I drive with my 7 year old child in the car and did not feel safe, but was told to just come in for complementary top-offs if my oil runs low. I brought my car in today (June 7, 2024) for 80k servicing and am not 8th on the list, and it will be another four+ months until I will be at the top of the list!This means that it will be 14+ months between bringing my car in for repairs and actually getting repairs. I drive my vehicle to ************ with my family twice a year and could at any moment run out of oil. And nobody seems to be in a rush to repair it. I don't know what else to do beyond file a complaint, either for Volvo to repair the vehicle ASAP or to buy the vehicle back from me as if the repair was made. My Carfax has this incomplete repair on it so I cannot trade it in, and my family and I are driving in an unsafe car. I do not want to take legal action, but I am not sure what else to do, especially in a state with such strong consumer protection laws. I am hoping this jumpstarts the process, and I will continue to move forward to get this taken care of. I have time, after all.Customer response
06/18/2024
I have not heard from the business in response to my complaint. In fact, they serviced my vehicle for $675 without much of a wait for an appointment, which is even further evidence that they are not repairing my piston ring because it is covered by warranty and not coming out of pocket.Business response
06/24/2024
To whom it may concern,
We are fully aware the clients situation and are treating this matter very seriously. The Client is scheduled to drop off the vehicle tomorrow so we can move forward with the repair and will be receiving a loaner vehicle to drive during the process. Such a claim/repair is a long process from opening a case and getting approval from the manufacturer to the repair itself which is very intensive.Customer response
06/26/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********************Initial Complaint
05/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Subject: Complaint *************************** Practices by Volvo of Norwood, MA I am writing to formally lodge a complaint against Volvo of Norwood, **, concerning their negligent handling of the extended warranty service for excessive oil consumption, as outlined in Volvo Cars USA's notice dated February 3, 2023.On November 14, 2023, I was informed that my vehicle had passed Phase 1 and Phase 2 tests, confirming my eligibility for the warranty repair. At that time, I was advised that the service would likely be completed by April 2024.Since April 2024, I have made multiple attempts to contact Volvo of Norwood to obtain an update on the anticipated service date. Unfortunately, each of my calls has been met with vague responses, promising a return call within 4-6 weeks. My most recent attempt was on May 15, 2024, and I have yet to receive a satisfactory update or any concrete information regarding when the service will be performed.The dealerships continued delays and lack of communication have caused significant inconvenience and frustration. This pattern of behavior leads me to suspect that Volvo of Norwood is deliberately avoiding and neglecting to perform the required service under the warranty agreement.I request your immediate intervention to ensure that my vehicle receives the necessary repair service without further delay. Additionally, I seek assurance that other customers are not subjected to similar neglectful practices.I hope that bringing this issue to your attention will prompt a swift resolution. Please provide me with an update on the actions taken in response to this complaint at your earliest convenience.Thank you for your time and assistance in this matter. I look forward to your prompt response.Sincerely,Caglayan DicleCustomer response
05/28/2024
I have not heard from the business in response to my complaint.Initial Complaint
12/11/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
The dealership had returned my vehicle they were fixing after one of their employees got in a car accident almost empty on gas. When I questioned is since they took my vehicle with full gas tank, they apologized and promised me a check to reimburse me. I have inquired about the check since October 11th. They say they are sending it, but nothing comes in mail. My mail comes regularly.Customer response
12/22/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************
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Customer Complaints Summary
3 total complaints in the last 3 years.
3 complaints closed in the last 12 months.