ComplaintsforVolvo Trucks North America

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the May 2023, I encountered a problem with my Volvo truck that required immediate attention. I proceeded to the nearest Volvo official dealership, All NorthbTruck Center in ***** *** *******, where they addressed the initial issue and informed me of a potential problem with the oil pressure. Because i was loaded and could not enter the shop, the technicians at *** ***** Truck Center advised me to continue with my load, providing me with a letter of recommendation for diagnostics at another Volvo dealership once my load was empty. Upon arriving at ****** ***** ******** after unloading my cargo, I presented the letter from *** ***** Truck Center and requested the recommended diagnostics for the oil pressure issue. However, to my surprise, I was charged $416, and the technicians at ****** ***** ******** reported that they could not find any issue with the oil pressure, essentially contradicting the previous recommendation made by *** ***** Truck Center. In my pursuit of a resolution, I reached out to Volvo Action Service and communicated with a representative named Erin V*****. Despite my attempts to resolve the matter through Volvo Action Service, my case was closed without any notification or explanation. This lack of communication and unresolved issue has further exacerbated my frustration. Everybody is claiming that they are not a Volvo Manufacturer and have nothing to do with warranty. So I couldn't find anyone in charge represents directly Volvo trucks North America or warranty. This situation has left me feeling frustrated and trapped, as I am obliged to adhere to dealership recommendations to maintain my expensive warranty. I believe that I have followed the proper procedures and fulfilled my responsibilities as required by the warranty terms.

  Business response

  11/07/2023

   

  An email was sent to M****** ******** on June 13 regarding his concern. I worked with the District Service Manager and this was the outcome below. 

  I have reviewed your case and reached out to the district service manager. The dealer said on the invoice that needed future diagnostics done to see if this 30 psi at idle is wiring or mechanical. If there were no faults when the customer went to ******** and the dealer had a no-fault found situation, then it is customer pay. We cannot pay goodwill for no fault found.

  Customer response

  11/07/2023

   I am rejecting this response because: I did not decided to go to garage by my own willing. The only reason I went to perform this diagnostics it's because official volvo dealership is told me that I still have a problem and if I'm not following the volvo advise I may loose my warranty. That's clearly stated in my warranty. So it looks very bad when I'm in the middle following the volvo recommendation and have to pay from my own pocket because no one wants to represent Volvo and everybody is keep saying we are not Volvo.
  
  
  

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Truck VIN: *****************, CASE #********. From 30th of August my truck sitting in dealership shop in Canada waiting spareparts from US. Moreover, spare parts are not something out of the ordinary; they are quite often in demand. The dealer does not give me an approximate date for completion of the work because, according to him, he cannot fulfill his obligations due to the fact that Volvo Trucks North America is in no hurry to ship the spare parts. A written appeal to the Volvo Trucks North America's hotline did not yield results. As a result of such negligence on the part of Volvo, I am suffering huge financial losses. At the same time, all my obligations to the Volvo Trucks North America company have been fulfilled and are being fulfilled on time. This all looks like a complete mockery against the backdrop of promises from the pages of the corporate website about fast parts delivery from 9 distribution centers and a huge highly professional network of dealers.

  Business response

  09/19/2023

  This case has been documented in our system. I will be following up with the customer, as well as contacting the District Service Manager. According to the dealer case, parts arrived yesterday afternoon. 

  Customer response

  09/19/2023

   I am rejecting this response because: Based on the last communication with the dealership, the parts still have not arrived in full. Until now I have not been given a deadline for completing work on my truck.
  
  
  

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It's 2022 VOLVO *** **** *** * ******************  The truck has been at *******'s Truck Center since 05/25/23 due to a major engine issue. Unfortunately, the engine randomly shuts down while driving, and the frustrating part is that there are no fault codes or other performance problems to pinpoint the cause. It's been almost three weeks now, and the truck is still undergoing diagnostics. The dealership had to wait for a data recorder for a few days and it took a whole week just to transfer the recorded data to Volvo tech support. It's quite surprising that in this day and age, a simple data file transfer seems to be a challenge. I've been calling the dealership and Volvo action service every day, but it seems like no one really knows what to do. This situation is putting a huge strain on my finances since the truck is my only source of income, and I'm still responsible for all the bills, including the monthly payments for the truck. I genuinely believe that with a bit more effort, it could have been resolved much faster.

  Business response

  06/14/2023

  Good afternoon,

  This case has been managed at a corporate level for a while now as we've received the same complaint from ****** **********.

  Overview of the issue: 

  Truck shuts down-Installed the data logger. Data was sent to tech support. 
  Tech support looked at the data and sent program the TECU and re road test to get more data on unit shutting down.
  Since the TECU was programmed the truck hasn’t shut down again. It has been driven most of the day today.
  The dealer couldn’t get the unit to fault again.
  The dealer spoke with the customer today, June 14 and agreed for the customer to take the truck and monitor as it hasn’t shut down.
  The truck has always started back up on the first or second try of it shutting down.

  Let me know if you have any additional information. 

  Erin Z*****
  Sr. Customer Advocate, Uptime Customer Support
  
  Mack Trucks | Volvo Trucks
  Uptime Center
  8003 Piedmont Triad Parkway
  Greensboro, NC 27409 USA
  Telephone: +1 336 291-9059
  Email: erin*******@volvo.com
  
  

   

   

   

  Customer response

  06/15/2023

  Better Business Bureau:
  
  I have reviewed the business's response regarding complaint ID ******** and have acknowledged its content.

  However, the response provided did not offer any additional information beyond what I was already aware of. My initial complaint pertained to the slow speed of the service, which was not addressed in their response. Moreover, considering the lack of guarantees regarding the complete resolution of the truck's issues, there remains a possibility of further complications in the future.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is for the 3 Volvos that we have and all of them have DEF and Engine problems. We have literally done a lot of repairs and none of them worked and have cost us a bunch of money. Also, every time I send them on work every time they come back with another excuse of a problem with trucks this is really very ridiculous because it really disturbs you when you have all the schedules and every expense in mind and then suddenly your trucks shut down you need to tow them and then we need to be there on repair shop and paying them thousands of dollars and then it works for 20hrs and again got shut down and then again needs to go on repair again. Really very disturbing, we need help on this one.

  Business response

  04/17/2023

  Good Evening Mr Mann 

  I will be glad to research this for you but to get started I will need the vin numbers for the unit so that we can look at the history on them 

• Initial Complaint

  02/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a brand new truck for $240,000 VIN ****************** At 20,000 miles truck broke down. The issue with the engine, cylinder head got replaced and etc. Truck was serviced at a Volvo dealer and it took them a month to fix it because of no available parts and no loaner truck provided. (Repair Invoice will be provided) Truck was picked up on 2/11/23 and the next day 2/12/23 after 500 miles broke down again. Currently at Volvo dealer and again engine issue, most like exactly the same (waiting for a diagnostic report from Volvo dealer). This is insane and unacceptable that a brand-new heavy-duty truck breaks down with so serious engine issues. Our company taking a huge loss that impacts our financial and operational functionality. We keep paying huge loan payments for a brand new heavy-duty truck that just seats at the dealer shops. We believe this truck was manufactured with defects and has to be replaced with another truck or a whole new engine. We are ready to involve the lawyers to proceed with this case. We cannot get anyone on the phone or by email from Volvo Trucks to address this issue. Not getting any response on the contact form at Volvo Trucks official website. **************************************************

  Business response

  02/23/2023

  Good morning, we are aware of the issue with this unit and working as quickly as possible to get the unit repaired. The parts required are expected to be delivered to the dealership today.  I apologies for the communication issues with this customer. We have conflicting information on the ownership of this unit.  The dealership has advised they have been in contact with the driver ***** and the owner this morning. I am expecting a call from the service manager to advise when the repairs should be completed once the parts are in hand. 

• Initial Complaint

  08/31/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought a new Volvo Plug-in car at the end of March 2022. The Volvo car charger has melted two outlets, which is suggestive that Volvo has provided a malfunctioning car charger. This has created a significant fire hazard. Calls to Volvo have gone unresolved and I have no alternative to escalate

  Business response

  09/01/2022

  Good Morning 

  Thank you for contacting Volvo Truck North America. Volvo Truck does not own Volvo Car and has not ability to intervein on behalf of this customer. Please remove this complaint form our company and contact Volvo Car
  
  Thank you

  Customer response

  09/02/2022

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

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have purchased 3 Volvo Trucks from Volvo Trucks, North America. Each of the trucks that we own are still under powertrain warranty at a minimum as of 6-14-2022. Volvo Uptime Center, nor its local Greensboro NC dealer (******** *****), can provide timely diagnosis of what is clearly a warranty issue with Volvo. What good does a Volvo warranty provide if our company cannot even get Volvo to diagnose the issue in a timely manner, much less make the actual repair? Our unit, ending in VIN# ******, has been at Volvo US Headquarters (Greensboro, NC) flagship dealer, Vanguard Truck Center with a transmission issue since 6-6-2022. The truck is yet to even be diagnosed as of today, 6-14-2022 and we were told by the dealership this morning that it "may be this week." We contend that Volvo is falsely offering warranties to its customers by failing to provide timely repair of at a minumum, its own warranty repairs. We seek help from the BBB to bring light to this poor practive by Volvo of North America. See page 14 of the attachment for warranty issue. We put unit ****** in service on 8-22-2019. The unit currently has approximately 63,000 miles on the unit and at a minimum 2 1/2 years remaining on the transmission warranty.

  Business response

  06/20/2022

  This truck was towed in on the 6/6 and the customer had been made aware of a 3 week back log. They were however able to get the unit in on Thursday the 16th and determined the unit needs a transmission harness. The harness is on national back order. However Volvo was able to locate one at another dealership and is covering the freight to get the harness to the repairing dealership.  If the part arrives tomorrow as expected, the unit is projected to be completed on Thursday 6/22.

• Initial Complaint

  05/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have ordered a truck with the amount listed on proposal and signed it while we have signed it and even after signing sales man reached out about engine discontinuing and have give $6000 more for another engine so the volvo truck does not come with engine and after 4 months of order you have to pay for engine in a truck so another increase of money and now they are saying price will be increasing again for volvo truck so we already order the truck and signed the price. We got another trucks picked up last month and in those trucks we ordered warranties while we picked up the warranties were never included in them and we paid for warranties already so we lst $20000 in those. Have all the proof of everything showing warranties are included in them but then they just even did not refunded money of not giving warranties and now increasing price of truck every quarter while i ordered them while ago already. So basically after you agreed to pay a price and volvo sales team incream the price and force you to pay alot way more. I need someone to solve my problem

  Business response

  06/01/2022

  Good Afternoon,

  In Response to the engine complaint - September 11, 2020 Volvo made the decision that all VNL 740, VNL 760 and VNL 860 models will come standard with Volvo’s most fuel efficient engine, D13 Turbo Compound with 455hp! With a broadened range of applications in which the TC next generation operates, even more customers can take advantage profitability this engine delivers. This was done to comply with EPA requirements
  
  In response to the pricing compliant – This deposit was received on 2/2/2022 for a 2024 model year with an anticipated build date in the 2nd quarter of 2023
  On January 13,2022 Volvo released; As the industry continues to see inflationary pressure and negative cost effects in both supply chain and parts manufacturing, effective January 10, 2022, all MY2023 vehicles will receive a material surcharge. However, any retail truck that was moved by Volvo Trucks from 2021 production into 2022 production, will be exempt from this surcharge.
  On April 4, 2022 Volvo Released; The industry continues to see inflation and cost increases related to raw materials, labor, freight, & energy. Additionally, the war in Ukraine has caused further increases to raw material commodities resulting in increased manufacturing costs passed on through Volvo's supplier base.
  Therefore, all MY2023 trucks scheduled to be produced starting May 1, 2022 will receive an additional material surcharge of $3,500 USD.  In concert with the $2,500 USD surcharge implemented on January 10, 2022, all affected trucks will receive a final invoice of $6,000 USD in total surcharges.
  We are committed to the delivery of the best quality vehicles and services.  We regret having to pass on part of these extra costs that we are incurring in our facilities as a result of the ongoing geopolitical situation.
  Volvo has also released; For customers who would like to cancel their order due to the surcharge, we will waive the cancellation fee for any trucks that are currently within the 10-week window. The ordering dealer will still receive the truck but can request to return it to stock.
  
  In response to the warranty complaint for the unit picked up in 4/2022 Please see attached documentation provided by the dealership and signed by them and counter-signed by the customer (dated for 4/21/22).  This reflects the deducted warranty coverage of -$7230.00 we removed per customer’s request and agreement.  The original truck price was increased (based on sur charges, etc.) from time of original order (over a year ago).  The customer was aware of this and decided to remove extended warranty coverage because of the increased truck price.

*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. ↩