ComplaintsforCherry Hill Autos Inc

• Initial Complaint

  01/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a safety recall notice for replacement of my airbag. When I went in, my heating was working. When I left, it was not. This was as a result of something that occurred during the airbag replacement. This is clear because when I went in, the dealer prepared a pretty comprehensive repair estimate that did not include my heating, but did include minor items such as replacement of my windshield wipers. The assistant went through all of the items with me. I have the list. The heating was not on that list as needing work because there was no problem with it when I went it and when they scanned for necessary repairs. When I left it was not working, probably a result of electrical switching or something in the process of changing the airbag, which I understand is quite common. I called the dealer to let them know. I was asked to come back in to check the car. Initially, the dealer wanted to charge me for diagnosing the problem, but then relented when I refused. Another repair estimate was completed that increased by $2k on the last estimate I was given. This time, the heating came up as needing attention, which it should have because it was now no longer working. Despite this very clear evidence that the heating problem was post my initial visit and therefore as a result of something the dealer had done, the dealer refused to take responsibility and insisted on repairing the problem only if I paid for the repair. This is not correct and poor customer care. With a car with no heating, I did not leave the dealership in the condition that I entered. I do not trust this dealership because they are clearly engaged in the age old dealership game of creating problems that they now expect me to pay them to rectify.

  Business response

  01/31/2022

  at CHERRY HILL VOLVO CARs our moto is "its NEVER about the money, it's always about what's RIGHT".  When an error occurs at our store, which is the fault of one of our employees, there is absolutely NO question we correct the error...we right the wrong. 

  we have time and date stamps (December 27th, 2021, 1:28pm) which show fault codes in Ms.  ********, **** VOLVO XC70, ****** mileage, of the  climate system for--

  --the damper motor,

  --air quality sensor,

  --right side temperature damper motor,

  --defroster damper motor

   there are an additional two pages of faults which also were evident during the pre-scan...there are a total of forty-eight (48) fault codes in Ms. ******** VOLVO.

   ALL of these fault codes were noted upon the initial visit to CHERRY HILL VOLVO CARs, prior to the air bag replacement--

  The CHERRY HILL VOLVO CARs proactively preforms a pre-scan, prior to any repairs.

   

  i am offended by the accusation that CHERRY HILL VOLVO CARs engages in disreputable practices...Please allow Ms. ****** to have her VOLVO maintained at another retailer

   

   

   

  Customer response

  02/09/2022

  
  Complaint: 16689202
  
  I am rejecting this response because it does not address the fact that the first print out did not show there was a problem with my heating that needed to be addressed, regardless of what codes were indicated. It was not one of the items listed on your first list of items to be fixed because it was working, but the heating was on your second list because it was not working by this time. The only intervening action was from your shop, ergo, your responsibility.

  I have spoken with my mechanic and he has confirmed that, in order to install the new airbag, your mechanic had to go into the dashboard where the electricals are and, in doing so, disrupted the items that you are now referring to so that my heating no longer works. You refer to the second report, but not to the first one that did not pinpoint a problem with my heating. Remember, that list was comprehensive, even down to telling me that I needed new wiper blades. No mention of my heating, becuse it was working and only ceased to do so after your dealership worked on my car.

  You are correct, you do need to take responsibility for what you did. You are not doing so here, despite the very clear evidence, generated by yourselves, that there was a problem with my heating system only AFTER you shop worked on my car. 

  
  
  
  Regards,
  
  *******************************

  Business response

  02/10/2022

  THANK YOU again for sharing with our team your response...

      "I have spoken with my mechanic and he has confirmed that, in order to install the new airbag, your mechanic had to go into the dashboard..."  the procedure for replacing the air bag includes only the removal and installation of the air bag from the steering wheel, no other area of the dashboard is disturbed.

    the multipoint inspection form was both handed to you and texted when the initial visit occurred--we are confused by he lack of understanding since the documentation was clear and showed faults for the climate system.  we attempted, for about 20 minutes to discuss with you and review the fault codes found. 

  Customer response

  02/15/2022

  
  Complaint: 16689202
  
  I am rejecting this response because:That is absolutely not true. The service assistant went through the list of items that were wrong. It did not take her 20 mins, nor dis she discuss any of the fault codes. She went through the items that were on the first list, including the wiper blades, nothing to do with the heating because it was not on the list. In fact, she and I both laughed at how detailed the list was, when I was clear with her that I was fine with my car as it was. She even agreed, that so long as it was working efficiently, and got me from A-B, she would advise me to leave well along. Nothing mentioned regarding my heating. It was not on your very comprehensive list because it was working. It only shows up as not working on the second list. Tell me, why is there the differential in pricing between list one and list two? It is very telling that information regarding climate control issues are on that second estimate, but nowhere to be found on the first, at an almost $2k differential in pricing!! And of course, you won't address that, nor why there would be that change only AFTER you worked on my car!

  
  
  Regards,
  
  *******************************

  Business response

  02/16/2022

  you are welcomed to return to our store to review again all of the diagnostic evaluations from your two visits. we have thorough documents showing the faults to the climate system both prior to and following the air bag replacement.  

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