ComplaintsforVolvo Cars North America, LLC

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In June of 2023 I placed a $500 deposit with Volvo Car USA for a Volvo EX 30, order #US-0001075964. A pre-order was to take place in the fall of 2023 with a vehicle delivery in summer 2024. Capital Volvo of *********** Florida charged the $500 deposit on June 10, 2023. In December I was told by Volvo Car USA the factory production schedule for your Volvo EX30 has shifted. Given this, we will now open our vehicle car configurator in 2024. This never opened.I called and emailed *************************** of Capital Volvo on February 22, 2024, canceled the order and requested the return of the deposit. I have emailed and called Capital Volvo several times. On May 28 I called Volvo Car USA and they stated that Capital Volvo would return the deposit within 10 days. I have not received and am still seeking the return of the $500 deposit.

  Customer response

  06/17/2024

  This issue has been resolved and I have received the refund. Please close out the complaint.

  
  

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Volvo XC90, 2024. There are software issues, particularly with the Google Assistant. I have the phone paired to the car. I can see the contacts on the phone app in the car. I can actually make calls that use the bluetooth. However, when you say "Hey Google" and ask to call or text someone, the app states that the you do not have a contact. I called support, they had me reset the screen. No effect. Support then had no other options but to call the dealership. If I have to take a 2 month old car to a dealer to fix a software issue, I need to buy some other brand of care. I also did a factory reset. After that, I was able to make a single call. Realizing that I did not enable the mobile app to start and lock the car, I enabled that. Then calls stopped working again.

  Business response

  06/14/2024

  The customer reached out to Volvo Car North America on 5/31/2024 via email. 

  The customer stated they were experiencing issues with Google Assistant and the System.

  The customer was advised We have reviewed their concerns and we are unable to provide any resets or remedy remotely that would offer helpful assistance in this scenario regarding the issues they were currently experiencing with the vehicle.
  
  We strongly recommended  liaising directly with a retailer as they would be in the best position to assist them further.

  There has been no further contact with the customer.

   

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used/non-certified 2016 Volvo XC90 Momentum with 91K miles from a CDJR in 2021. A few weeks later, I was alerted by my vehicle that I needed to get another oil change after just getting one from a local oil shop. I assumed this was a false notification. Volvo decided to forgo the dipstick. I had no way to confirm if this was an actual issue because the digital oil status had remained at 100 percent. Soon after, my engine developed a hole and we had to replace the entire engine for around $21000 dollars. We paid the fee, not to mention all the other services I had done by Volvo dealers. Anyways, I am FUMING at Volvo....LIVID in fact, because of how unprofessional and unhelpful they are. I am strictly talking about Volvo Cares. I have no issue with the dealers, they have been extremely helpful in trying to assist me. My vehicle now needs another $5000 in repairs due to the supercharger being damaged and needing to replace the belt and other issues. We replaced the turbo by Volvo however there's ALSO A SUPERCHARGER which I had no idea about. I told Volvo how this vehicle has impacted my life and they don't care at all. I asked if they could just pay for the SUPERCHARGER replacement and I would be fine with that. They could have paid towards this because we spent 21000 on replacing the engine. I have been cheated by Volvo and I want others to know about my experience. I am waiting for a call back from channel 7 investigators and I might call channel 2 Problem Solvers. I am posting to YouTube/Tiktok discussing my issues from Volvo. I need to figure out how to use CapCut before I submit the video though. I NEED others to truly beware about buying a used Volvo especially when it comes to oil issues. I know this won't affect Volvo but it's important to me that all of SE Michigan understand the risks of purchasing a used certified/non-certified Volvo. Case number: ******-******

  Business response

  07/08/2024

  Customer emailed me asking for a copy of the invoice for his engine he purchased and asked if the supercharger was included. I asked the service team to provide him his invoice. Service team said they emailed him his invoice and that the supercharger was not included. Customer asked "If we could cancel this please?". in reference to his submission for an invoice. The dealership had already sent him his invoice by then and I informed him it had already been sent to him. End of my communication with the customer

  
  

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  CHARGED BY VOLVO DEALERSHIP TO PROGRAM A KEY FOB TO MY VEHICLE. TOOK ALL OF 30 MINUTES OR LESS OF LABOR.DEALERSHIP: KEYSTONE MOTORS **************. **********, PA *****

  Business response

  05/09/2024

  We do not have a record of this customer contacting us for assistance. It may be in the client's best interest to speak with the retailer directly about the charges in detail as retailers are independently owned and operated outside of Volvo Corporate so we do not have access to the customer's repair order for their most recent visit. If the client wishes to express their concerns to corporate, we encourage them to reach out to us for assistance.

  
  

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The headlights on my certified XC90 are cracking and distorting my view at night.I have taken the car into two separate dealerships who have told me I have never seen this before Both dealerships were not able to cover the headlights and one dealership took photos and asked the Volvo rep who also denied the claim.Volvos slogan is all about safety however they are willing to compromise on my safety for not wanting to pay for replacement headlights.The car is certified and has an extended warranty as well.

  Business response

  04/16/2024

  Hello, 

   

  We have submitted a review for customer regarding assistance with vehicle ************ the review was completed Volvo was able to provide partial assistance towards the repair. The customer has been informed and advised to contact this retailer to complete the repairs. Please advise customer if he has not already to continue working with his retailer to complete his vehicle repairs.

   

  Thank you 

  Customer response

  04/19/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern, this matter is regarding an initial attempt to speak to wright this wrong on a customer complaint#*************. My Volvo was purchased new and under service order ***** in 2019 at the Sacramento Volvo dealer the Engine of the vehicle was replaced due to a known defect causing oil consumption or loss and subsequent scoring of the cylinder walls. In 2021 the Engine oil pan gasket was resealed on work order *****  and states "Oil pan removed and resealed as part of a lifetime parts and labor warranty from ** ***** on 02/13/19". This statement indicates that oil leaks, which is what led to the replacement of the original engine are covered under ** *****. The Oil pan is now leaking again, It was documented in photographs on May 27, 2021 in a report prepared for Kat F******* By Matt J****** the service manager at Volvo Sacramento and when compared to the current state looks the same, indicating either the same issue has returned or was never fixed. This leak has led to a failure in another vehicle component shown in the images (2021 report Thumbnail_IMG9845) as oil soaked since 2021 though the report stated it was cleaned. This indicates the problem returned and needs reserviced. The starter shown oil soaked in images has failed and the dealer has chosen to take the position that oil would not damage a starter. I have researched if this is a common thought and found both statements from other dealers and from general car care sites that state oil will specifically damage a starter. I know if I bought a starter and tried to return an oil soaked I would be questioned leading me to believe and understand this failure is caused or can be suspect as caused by the dealers repair that has failed. Sources of Oil/Starter claims. **************** ****************

  Business response

  04/06/2024

  The customer reached to Volvo USA for good will review. We have finished reviewing the case and Volvo Car USA cannot accommodate the request for contributing any compensation towards engine related repairs. It has been determined the customers vehicle falls outside of the warranty by time as well as mileage. The warranty expired on the vehicle 02/04/2016 the vehicle currently has over 120,000 miles and has exceeded the review parameters for goodwill. 

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2014 Volvo S60 from an ** dealership. Vehicles from 2013 to 2016 were found to have an oil consumption issue. Volvo loosened piston rings to decrease gas mileage which creates issues for the car's oil consumption down the line. The class action lawsuit covered the test and repairs for years 2015 and 2016. Years 2013 and 2014 are not covered. The test and repair are about $9,000. I called both Volvo and the dealer I purchased it from and was told, the repair would not be covered. I find this to be unfair as Volvo knowingly sold cars that were defective and now they only have to repair some of the cars. My car only has 70K miles on it and now it's worth nothing. Plus, this is a safety issue as the car could fail at any time. They should fix their dishonest act.

  Business response

  04/05/2024

  The customer was informed by one of our case managers ***** that the requested test/diagnostics will be covered under goodwill by Volvo Car North America by email on 03/29. We encourage the client to continue working with our contact center for additional information regarding this. The customer will need to schedule a service appointment with their nearest retailer and inform us of their appointment location and date. The customer's original case file number is: *************. If the customer has further questions or concerns we encourage them to reach out to us directly. ****************************************** | **************.

  
  

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company (or possibly just this branch) severely lacks attention to detail & basic communication skills. We have 2 Volvo's. **************** is some of the worst. 1st vehicle- ****** coating ruined paint. Also issue with the sound system - certified pre-***************** best service package, they refuse to fix a factory default (they've verbally admitted to). After over a year of back and forth with service, gaslighting me into thinking nothing was wrong, a specialist came. Verified it's a known issue, said it they'd fix it. The "fix" was applied to half of it, we were told to fix the entire thing, we would have to jump through more hoops with corporate. It's been 2 **************** Purchased another vehicle (hoping it was a one off situation). Issue started with sales experience. Again certified pre-owned-they (finance manager) selected the financing option that had a higher interest rate stating since it's with Volvo it's "the easier, better option". Not easy and we feel mislead into a higher rate financing. Upon purchasing the stipulation after solidifying sale they would fix minor issues with the car (painting a scratch, leather a SALES REP ****** with a ball point pen & a damaged wheel). We were told this would be taken care of BEFORE picking the car up. It wasn't done and it took me over 3 hours with sales. Sales ************** says it will need to be scheduled. No communication until I call. Sales rep says we have everything ready just call to confirm date. Called in and service had no idea what I was talking about. After more leg work it's scheduled. Been in the shop for a week with no word on it. I called for update & I was told it was sent to collision. Called collision and they couldn't find the car!!! Called back (I saw location in app) and they said they didn't even know the vehicle was there & wasn't given any info on it!! Just found this out today and who knows how long my car would be sitting unless I called. This is HORRIBLE BUSINESS!!

  Business response

  02/21/2024

  At this time we do not have a record of this customer contacting us for assistance. We have contacted the customer numerous times regarding their concerns, and the customer reached out to us in May 2023 to express concerns. A representative reached out the same day to assist and the customer did not respond so the case was closed. Regarding the new sales concerns outlined to us, the customer will need to work with ********************** ************* Services and the retailer directly as Volvo Corporate is not able to get involved or assist with sales concerns and contracts.
  

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a XC40 RECHARGE AWD CORE in April 2023.Noticed vibration on the Highway (at ******* km/h) after delivery.Filled a service appointed at my local dealer on June 16th 2023.They acknowledged the problem, without confirming what the cause is or the expected resolution date.Made a request at Volvo ****** (September 2023) without success. Told me to contact my local dealer for updates.When I contact my local dealer (5th follow-up), they say they dont have any additional information or will not return my call at all.I have been waiting for 6 months now without progress. No alternative was provided (temporary loan, replacement of the car).Local Dealer : ALBI Volvo ********** **************************************************************************************************

  Business response

  02/06/2024

  Our technical team is working with our retailers to resolve the customers concern.
  Weve asked the customer to continue working directly with the retailer as they will be able to provide him with the most recent information on this matter.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2016 Volvo XC90 after owning one previously. Purchased it for the safety and dependability that we know Volvo to have. On Christmas Eve I was traveling and engine light began flashing and I was not near a major city. Took the car in to Volvo in ********** Ga the day after Christmas.First thing the service person wanted to do was a compression test. I have not experienced any engine issues since Volvo previously worked on it and said issues were resolved and no other issues found. Regular oil changes have always been performed. Now all of a sudden I need a new engine costing over $16,000. I did a lot of investigating and found out Volvo already knew this was a issue with this particular year and model of this car, but has refused to recall them. I read complaint after complaint of people having this same issue. There is presently a class action law suit against them for this very reason, and several people have already sued them and won their cases. Since Volvo is known for its longevity the miles on the vehicle should not warrant a new engine this early. I do feel that Volvo is responsible for some of bill if not all of it since they are refusing to recall these vehicles to repair this dangerous issue. This was very irresponsible of Volvo and could have ended in tragedy for me and it put the safety of others around me at risk also. I am trying to keep my faith in Volvo, but I am also seeking legal advice from an attorney to resolve this.

  Business response

  02/07/2024

  The customer reached to ********************** *** for good will review. We have finished reviewing the case and Volvo Car *** cannot accommodate the request for contributing any compensation towards engine replacement. It has been determined the customers vehicle falls outside of the warranty by time as well as mileage. The customer is the 3rd owner of the vehicle purchased at a independent provider. The warranty expired on the vehicle 02/01/2020 the vehicle currently has over ******* miles and the vehicle also has been serviced outside of the Volvo network and has exceeded the review parameters for goodwill.

  
  

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