ComplaintsforKoons Volvo Cars of White Marsh

• Initial Complaint

  03/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Koons Volvo sent the attached personalized offer to trade-in a used vehicle previously purchased from their business for a new Volvo model. In this offer, the trade value for the used vehicle was listed on the front page at $52,256, under the assumption of good condition and estimated mileage of 19,169 from Kelley Blue Book (KBB). On the back page, specific vehicles and incentives were disclosed. The use of the KBB valuation tool for this marketing letter was decided by Koons Volvo. Following the request to trade-in the vehicle based on the letter sent by Koons Volvo, Koons Volvo stated that the market had changed and that KBB was not the proper representation of the market. They further stated that they would not honor the valuation listed on the letter. This is despite the fact that the car to be traded-in is in good condition and the mileage is under the estimate that been provided per the requirements listed. This marketing letter is very misleading/deceptive and does not reference that the book value can be changed for market conditions. It lists only mileage, usage, included accessories and condition, as the basis for changing the valuation. The letter itself lends itself as an offer, to which I had attempted to accept. In conclusion, Koons Volvo needs to honor the offer that was made and provide the trade-in value referenced in the letter and the accompanying incentives. The use of KBB as the valuation tool in the marketing campaign was decided by Koons Volvo and they cannot choose when they want to apply the valuations provided by the service.

  Business response

  03/28/2023

  We appreciate Mr. Bobrow's business and the feedback received here. The automated advertisement that he received showed multiple examples of possible scenarios and offers he may be eligible for. Regarding the estimated trade-in value that was mentioned the disclaimer is clear - "Book values should be considered estimates only.". With that being said, ultimately we would like to retain Mr. Bobrow's business and are working together in hopes of reaching an agreement on a new vehicle. Thank you.

  Customer response

  03/29/2023

   
  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,
  
  Joshua ******

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was scammed by Koons Volvo in Whitemarsh. On 6/25/22, I first contacted Volvo in Whitemarsh by calling to schedule a diagnostic on my vehicle to learn where the grinding noise was coming from in my car. I paid $160 to have a diagnostic on my vehicle. When the diagnostic was complete, I was given a quote to fix the grinding issue ~$2,500. I let the rep know I would think about it and just needed to know what was causing this issue, and I planned on going with a less expensive auto repair shop to fix it. He mentioned that Volvo is certified and ensured me Volvo experts would take care of my concern (the grinding issue seemed minor because its not a huge cause for concern, it didn't affect the operation of vehicle or cause any safety concerns, the noise was merely annoying so I wanted to fix the issue). On my way home, about 5 mins into driving from Volvo, I received a warning on my car dashboard indicating to pull over because my car was overheating. I was scared because I didn't understand what was happening to my car and I was on the highway. I suspect something was done to my car while in the care of Volvo because my car didn't have this issue prior to bringing it to Volvo. Again, I brought my car in for a minor issue. Also, the diagnostics completed on my car did not indicate overheating concerns. I called Volvo Whitemarsh to report my vehicle overheating. I was told by the rep, I would need to pay for another diagnostic to figure out why the car was overheating. I explained, I'd just paid for a diagnostic and I shouldn't be required to pay for another one, since my vehicle was recently in their care and the diagnostic initially completed did not indicate overheating issues. After I mentioned this, the rep consulted with his manager and this manager determined I'd need to pay for a second diagnostic to address the overheating. Things were getting to the level of frustration for me, because I felt I was being mistreated ( see details in Complaint attached)

  Business response

  09/07/2022

  Business Response /* (1000, 9, 2022/09/07) */ This is a complex repair. We are in communication with the client to better understand their concern and further explain the repairs that were completed and the potential of additional repairs that may be needed to resolve their concerns. Consumer Response /* (3000, 16, 2022/09/15) */ The service manager indicated he would reach out to someone on his team to confirm the cause for the noise from my car and follow up with me by the end of the week. He indicated they would take care of the noise from my car but will not issue a refund for prior service to my vehicle to fix this issue. Business Response /* (4000, 18, 2022/09/16) */ Repairs made to the vehicle were recommended repairs agreed to by the client. Regarding the noise, it is an apparent intermittent noise that was never able to be duplicated. This was clearly stated in writing on each estimate. After further diagnosis and explanation from the driver, we are going to make an additional repair at no charge to client once part that has been ordered arrives. We are optimistic that this may address the noise. Consumer Response /* (3000, 25, 2022/10/04) */ I still have not received follow up regarding the repairs. At this time, I am requesting a full refund so I can get my vehicle fixed with a trusted mechanic. Business Response /* (4000, 27, 2022/10/05) */ The offer to make an additional repair at no charge still stands. The part arrived on 9/16 and a text message was sent to the customer letting them know. On 9/19 at 9:00 and again on 9/20 at 9:16 voicemails were left with the customer by our Service Manager, Alan. We are easily reached and would like to help. The customer can reach out to Alan at XXX-XXX-XXXX to schedule the repair.

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2022 XC60 Volvo in November 2021. We have had problems with the passenger side door trim and rear driver and passenger doors won't close properly because door seals are broken. Car has been in for trim repair 3 times and is still not fixed. We have called numerous times over the last 3 months and nothing is being done to address our problem and they have become non-responsive at this point.

  Business response

  07/15/2022

  Business Response /* (1000, 5, 2022/05/25) */ Parts are on order and we are currently in communication with the client. We have mutual interest in getting the concern resolved Consumer Response /* (3000, 7, 2022/05/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) We finally got a call from them yesterday afternoon thanks to us filing this complaint They told us the parts were in and scheduled service for next Tuesday. They told you that the parts were on order which apparently wasn't true. I would like to keep this claim open until the car has been repaired correctly. Business Response /* (4000, 12, 2022/06/09) */ The parts arrived, the repairs have been made and the vehicle has been returned to the client. Thank you.

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