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:08/28/2024

  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 2024 new Volvo XC90 on July 27, 2024. First, the purchase amount was inaccurate in the paperwork and the dealership overcharged me, requiring me to come back to the dealership to argue for an accurate contract. The finance department sold me a number of extra coverage warranties they misrepresented during the sale. They also signed me up for coverage I expressed I didnt want. They did not provide me with a copy of the contract at the time of sale. I had to email twice later to get the full contract. Upon learning the inaccuracies, the sales manager admitted in writing the dealership told me inaccurate information and would have to change their sales techniques. They submitted a survey to me and were extremely pushy about giving them a good review, claiming it was only a reflection on the salesperson and could hurt her bonus opportunity if the review was not positive. As such, I provided a positive review for her benefit, as she did nothing wrong in the transaction. Later, the sales manager angrily emailed me claiming that I cost the salesperson money out of her paycheck because I apparently chose a 9/10 on one of the items on the survey. They promised me during the sale that all repairs would be covered on my vehicle as if it was a lease and yet Im learning they wont in fact do this and instead I have to file for insurance. The third party contacted to repair the vehicle could not, due to a number of fault codes (on a new car). Im disappointed in the misrepresentations, the financial mistakes, the unavailability of the contract copy for review, the unwillingness to fix this situation, the lack of customer service, and the later affront toward me for not leaving a perfect review when my review was far more complimentary than it should have been.

  Business Response

  Date: 10/14/2024

  To whom it may concern,

  I, as the head of the dealership took this issue over once it was initially escalated past my two sales managers, I spoke to her on a very frequent basis for about two weeks. This client did have to resign and when she stated that she did not receive any copies, I immediately provided her with them. I also made sure that I took the time to explain what each package that she purchased provided her and the differences between them, after we took the time to do that, she stated that she felt much more comfortable with everything regarding what she had purchased in regards to additional, optional packages that we offer. As far as what I did to help diffuse the situation, she requested that for her "inconvenience" that she would feel that if I gave her the Volvo booster seat for the 2nd row for free due to her car seat not fitting, that she would be satisfied with the transaction experience and we can move forward on good terms, I agreed to do so with the understanding that she would return the favor and take care of our salesperson on the Volvo survey that she would be getting in the near future. 

  Our service department has confirmed that the vehicle has no fault codes, even if it did, she bought a brand new vehicle and Volvo would correct those codes if there were there with no issue under warranty whatsoever. The problem is she is taking it to a 3rd party shop that probably does not have the proper equipment to read the Volvo computer system, which is complicated. We have informed her that if she would bring the car here for us to replace the windshield that it would be done properly through Volvo, thus not affecting her factory warranty. 

  Let me know if I can provide any more information needed, thanks!

  Best Regards,

  ***** *******

  Retail Operations Manager

  Volvo Cars of Greensboro

  **************

  Customer Answer

  Date: 10/21/2024

   I am rejecting this response because:
  
  I am hoping the dealership will take some responsibility for this odd survey stalking behavior, including follow up if they dont get their desired answer. Id be happy to pull a phone record to show how many times I was contacted about this survey - before I ever even received the link to complete it, if necessary. How is a 9/10 on one question grounds for an email to a client, saying I cost a salesperson money out of a paycheck? How would the purchase of a brand new vehicle cost a salesperson money? The truth is, Im sure it didnt. Just like the booster seat does not cost $500 (see attached). The actual $150 retail value is nominal compared to the litany of issues Ive dealt with there, but unfortunately I didnt have time to order and wait for delivery of the Volvo seat myself with an immediate need. I wish I had been told at some point during the sale that regular booster seats dont work in these vehicles, but I was stuck after purchase not being able to transport my child when we had a trip planned. All the sales manager had to do was direct me to the right place to clear the fault codes and get the windshield fixed, but he chose to harass me about the survey, yet again. I expected more class out of the Volvo brand, but clearly the dealership would prefer to double-down with the lying instead of saying, Sorry we screwed this one up, wed like to apologize and keep you as a customer.

  Customer Answer

  Date: 10/22/2024

   I am rejecting this response because:  

  Date Sent: 10/21/2024 5:09:37 PM
   I am rejecting this response because:
  
  I am hoping the dealership will take some responsibility for this odd survey stalking behavior, including follow up if they dont get their desired answer. Id be happy to pull a phone record to show how many times I was contacted about this survey - before I ever even received the link to complete it, if necessary. How is a 9/10 on one question grounds for an email to a client, saying I cost a salesperson money out of a paycheck? How would the purchase of a brand new vehicle cost a salesperson money? The truth is, Im sure it didnt. Just like the booster seat does not cost $500 (see attached). The actual $150 retail value is nominal compared to the litany of issues Ive dealt with there, but unfortunately I didnt have time to order and wait for delivery of the Volvo seat myself with an immediate need. I wish I had been told at some point during the sale that regular booster seats dont work in these vehicles, but I was stuck after purchase not being able to transport my child when we had a trip planned. All the sales manager had to do was direct me to the right place to clear the fault codes and get the windshield fixed, but he chose to harass me about the survey, yet again. I expected more class out of the Volvo brand, but clearly the dealership would prefer to double-down with the lying instead of saying, Sorry we screwed this one up, wed like to apologize and keep you as a customer.

   

  Additional response:  

  Hi *******,
  
  I hope your week is going well.
  
  Id like to add this email to the rest of my file. In it, the manager explains they told me the wrong info about the coverage and had to retrain their staff. Obviously the insurance deductible is $0, so paying it isnt helpful. At least he was being polite at this point in the interaction.
  
  The problem is that I bought another policy so I wouldnt have to make a claim on my regular auto insurance. The other problematic email clip about the survey is in the zip file. Its kind of hard to believe Volvo would be such a mess, but here we are. I should have read the other complaints on BBB before shopping there.
  
  Thank you!
  *******

  
  
  

  
  

• Initial Complaint

  Date:07/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 made a EX90 reservation for $500 when They came out in Nov 2022 . With no promising updates on the Release of the vehicle into Market we decided to cancel the reservation and somehow our reservation is tied to this local Dealership in Greensboro which is where we lived in 2022, We had to reach out atleast 7-8 times on multiple occasions to cancel our Reservation. Finally one day the Manager somehow answered the call and Cancelled the reservation for us and we got a Cancellation email . Now its almost a month that we got the email about cancellation and since then we have Been following up every week about the actual refund . I made my 12th Phone call today asking about the refund .Every time they ask us for the Phone Number/Name and Reservation number and say they will get back but none of them Care to do with any answers . How difficult is it to have someone in ************ check the status of refund ? None of the People I spoke to have any accountability towards a customer . We no longer live in ********************** , It has been a nightmare dealing with these guys to get the money Back . Me and my husband have tried to speak to the manager and somehow he is always in a meeting every time we call , We need a refund initiated ASAP .PS: The Volvo customer Service says that the amount has to be coming from The Dealership as that is where it initially went to During the Booking . Order -Number : US-**********

  Customer Answer

  Date: 07/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  Customer called to advise complaint has been resolved.

• Initial Complaint

  Date:11/14/2023

  Type:Sales and Advertising 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 purchased a 2021 Volvo from Volvo of Greensboro. After a month, the dealership is unable to provide a title for the vehicle.

  Business Response

  Date: 07/30/2024

  ******* the tag was completed 12-19-23 for this customer and the compliant should be closed. It was handled by our out of state company Vitu.

• Initial Complaint

  Date:02/14/2023

  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 bought a 2020 ***** **** from Crown Volvo within 10 days there was a chirping noise that started. I took it to the dealer and they figured out the transmission is bad. They took it to ***** to confirm that it was that. They did. ***** can repair it but there is no ETA on when they will be able to get a new transmission. I bought this car because we were in an accident and totaled out our car. So we NEED car. The car was obviously bad when they sold it to us. We just want a car to drive. We had the car accident on January 8th so we've been without a car basically since then. We just want some answers. We would be willing to take another car off one of their lots that is suitable to what we need.

  Business Response

  Date: 04/03/2023

  Ms. ****:

   

  This is to let you know that I spoke to customer ****** *******. He traded the ***** he purchased from Volvo Cars of Greensboro in for another *****. I apologized for how events transpired and he thanked me for following up.

  
  Please close this case for us.

   

  Thank you. 

   

  Dan *******

  Platform General Manager

  BMW of Greensboro

  Volvo Cars of Greensboro

  (336) 323-3900

• Initial Complaint

  Date:12/11/2022

  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 dropped my car off 12/7/22 9Am. Waited for over 2 hours to have a service completed. I saw my car was ready and went to the desk where there was a line of people and was told to wait to check out. I waited an additional 20 minutes. I get into my car and the entire Interior drivers side door was soaking wet, there was a pool water in the door compartment, along with the carpet and mats soaked, as well as the passenger, and backseat doors however not as much damage. At this point I went inside to speak with someone in charge as to why everything was wet, as I was fearful there was leak in my car from the rain. I was again told to wait, to avoid any greater damage to electrical system and wood paneling on the door I went out and attempted to dry. I then went back inside and requested immediate attention for someone to observe what state my car was in. I was told that there is a complementary vaccum after service which was performed in the rain. She pulled my car into the garage since drying it in the rain would be pointless. We attempted to remove the water,however water had already been absorbed in the paneling and carpet. At this point, there was obvious water damage, the wood was starting to split and become raised. I asked to speak with a supervisor and was directed to the service manager Chrissy, she took photos and told me I would hear something by Friday 12/9/22. Once I left, I noticed more water dripping from the door and water still underneath the window controller on the driver door, that was getting soaked by the wood and obviously splitting. I called to relay additional information and asked for a call back the same day. I purchased Damp Rid to help remove moisture and prevent mold($12). Today 12/11/22 , I have heard nothing. This is the opposite of what I would expect from a luxury car dealership or the Volvo brand. My personal property has been damaged and I’m requesting an assessment of damage and repair of all water damage on wood paneling.

  Customer Answer

  Date: 12/22/2022

  I have not heard from the business in response to my complaint. I called once again on 12/13/22 to the dealership and was told that the business is being bought out currently and a bunch of unrelated issue they were having in the company. I then called the corporate office the same day and spoke with a representative who filed a claim for me. I have heard nothing back.

  
  

  Business Response

  Date: 03/01/2023

  Regarding the complaint filed by the guest on 12/11/2023 this is our explanation of the incident as per our viewpoint.

  The guest came in on 12/7/2023 with a complaint of a rattling noise coming from their front passenger speaker. We also performed a multi-point inspection. To diagnose and provide the inspection the guest was informed it would take approximately 1-2 hours. We do offer a courtesy shuttle to every guest if they need to be anywhere while their vehicle is being repaired or looked at.  Once the vehicle was diagnosed, we sent it for a courtesy wash, which is where the guests issue stemmed from. The detail company (they are a 3^rd party company we hire for our details and courtesy washes) had left the vehicle outside while vacuuming the inside of the vehicle with the doors open. Our advisor noticed this and quickly got the vehicle inside the service drive where the service advisor, the guest and I dried the interior areas that were wet. The guest pointed out that they felt the wood had gotten warped because of the rain that had gotten on the interior. The Service Manager and I took photos to document the areas that had gotten wet and from thoroughly looking over the interior of the vehicle it was clear that the rain had only gotten around the areas of the 4 doors and just inside the door entry way. We did not notice any true damage or anything uncommon in a vehicle of this age. We agreed to speak with the Manager of the detail company on what could be done due to the inconvenience and error on their part. We were able to get a hold of them the following day and sent over the photos along with a breakdown of the events. The company graciously agreed that they would cover the replacement of the two wooden panels ($500). The Operations Manager reached out to the guest on the 12^th of December and again on the 16^th. On the 16^th the guest was informed the parts would be ordered and would be scheduled once they arrived. On February 1^st, the client came in to have the wood panels replaced, as well as to have a USB port looked at that was damaged at another facility. After replacement of the two panels the client was not satisfied with the colors of the new panels as they had no wear on them and did not match to the guests’ standards. The Operations Manager agreed to replace the two rear panels along with the center console panel as well to make it more uniform ($1200 additional). Once the parts arrive, they will be installed promptly. As a dealership and service department we feel we have been accommodating and more than fair in relation to making things right with the guest. We believe we acted in good faith and in accordance with our good standing as an organization.

   

   

  Jason ******
  Store Operations Manager 
  Volvo Cars Greensboro 
  Hudson Automotive Group
  

  
  

• Initial Complaint

  Date:08/29/2022

  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 bought my vehicle from an outside dealership in June of 2021, and almost immediately started to have minor issues (check engine light, uncomfortable riding, etc.). I then started to take my vehicle to my local Volvo service center at Crown Volvo of Greensboro (my vehicle was still under factory warranty at this time). Every time I would take the vehicle, they would "fix" the issue and I would be on my way. However, my vehicle, one morning end-of-June/early July on the way to work on the highway went into a "limp" mode and immediately started to slow down until it got to a complete stop. It had to be towed to Crown Volvo of Greensboro. They did not have an answer to my issue and they had to reach out to Volvo engineers out of the country. This process took about 3-4 business days due to the upcoming holiday. Apparently, they heard back and started to fix the issue. I was told by an advisor that they were having to remove and replace some pins in my ECM. This took all day, to the point where my car was the only vehicle that was worked on by that particular service agent. The car was fine for a bit but then went downhill from there. I took it back to Crown Volvo to see what was going on, and they tell me (after my factory warranty expires) that I need a new ECM, and because I needed a new ECM, other parts of my vehicle were shorted out and the total cost of the repairs was amounting to about $3,000. Upon gathering information from previous service appointments, the ECM should have been replaced in the first place and we wouldn't be in this situation. I've been trying to reach the Service Manager for rectification, but she has been ignoring my calls. I am looking to simply get the appropriate repairs done to get my car back to the condition it would be in, if this issue were fixed in July 2021.

  Business Response

  Date: 08/30/2022

  Thank you for the opportunity to respond to this concern.  At Crown Volvo, our goal is to provide an exceptional service with each visit, so it is disappointing to hear that our customer is unhappy.

  
  First, it is important to mention that this vehicle was not purchased from Crown Volvo and according to this complaint was having some issues after purchase prior to being serviced by us. Secondly, as a certified Volvo service center we diagnose vehicles and repair according to the specifications set by the manufacture. Then repair accordingly.

  
  The vehicle was last in the shop in March 2022, for a stop/start message which we diagnosed as needing a support battery and there were codes for the ECM being shorted out.  The visit to our shop prior to the March visit, the vehicle had been run out of fuel, when we diagnosed at that time there were no ECM codes present. 

  
  Whether a customer has a warranty or not, never plays into a diagnosis for the reason that the dealership is paid either way, by the warranty company or the customer.   While we understand your frustrations surrounding the repairs, Crown Volvo acted appropriately in their diagnosis/repairs of the vehicle during the previous visits.