ComplaintsforVolvo Cars North America, LLC

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The front exterior of the vehicle where the Volvo Logo is located is missing a piece, and I believe it is defective. I am requesting assistance for a replace for vehicle. The *** is *****************.

  Business response

  01/14/2022

  Volvo Car *** has made several attempts to resolve with the customer. We have not received a response from the customer.

  
  

• Initial Complaint

  11/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I find it difficult to believe and ridiculous that Volvo stand by or care about its brand name enough to cover my engine that I will now have to pay $15,000 as it has to be fully replaced with only 80k miles on it. I have kept all my records of synthetic oil changes more than every 10k miles and its a known issue with their piston rings on all Volvo XC90 2016 engines which is a 4 cylinder Turbo charged & super charged engine.I bought it in impeccably kept condition with 40k miles on it and a car car that cost $70k +/~ new.Volvo doesnt want to make a recall cause they know it will will cost money to them instead to the consumers and people like me who thought they were buying a high end quality brand.Your brand is garbage and your company should man up and make a recall!!!!! I could have bought any other high end brand like ******************** and sure wish I did.https://www.swedespeed.com/threads/2016-xc90-burning-massive-amounts-of-oil.639838/

  Business response

  12/02/2021

  Our review shows a large gap in service. We have requested service records from the customer.

  
  

• Initial Complaint

  11/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car Type: 2016 XC90 Mileage: ******* Extended Warranty Purchased Previous Maintenance: Pistons replaced in 2020.Mid-October I noticed a burning smell and days later smoke coming from my car. The car was towed to ******** Volvo In *******, **. I was told the issue was an Oxygen sensor and it would need a new Flex Pipe to access the Oxygen sensor. These items were replaced at a cost of $1,200. After that repair, they called to say the issue was not resolved and they would need to change the spark plugs at a cost of $300. Looking into the cylinders would determine what was going on. That was done and they called back to say there was anti freeze getting into one cylinder and oil getting into the other. The next fix would be to take the engine apart and that would cost $2,500. That would tell them if it needed an engine replacement or something else. With the engine apart, they reported a new engine was required and the additional cost would be $13,000. ******** reached out to Volvo *** who was willing cover $2,500 of the $16,000 plus repair. Unhappy with that, I filed a goodwill case with Volvo explaining the entire situation. They again looked into the case and reiterated that $2,500 would be the max ************ they would provide to this case. Please see the attached communication between myself and a Volvo *** representative relative to a second failed engine on the only two Volvos I have ever owned. I am looking for a Volvo representative who can address the companys failure and make this right financially. I am one consumer with two failed engines and neither of the cars were old. I am personally aware of at least 3 other Volvos having experienced the same engine failure without reprieve. How Volvo responds to this issue will impact the story I tell moving forward. Best,***************************** Re: Engine [ID #: **********

  Business response

  11/24/2021

  Volvo Car *** has reviewed this case and this car is beyond the New Car Warranty (which was in place for 48 months or ****** miles) and CPO Warranty (VCPO 7yr 100K, in effect from 05/03/2017 to 05/22/2023 or ******* miles - whichever occurs first). To this point, Volvo has fulfilled all its contractual obligations as it relates to warranty coverage. This vehicle is now in excess of these limitations having an excess of ******* miles. *** vehicle has no additional extended warranty (Volvo or third party) coverage on it that we are aware of. *** goodwill offer to contribute $2,500 towards the recommended repair remains unchanged and there will be no further consideration based on the age ad mileage of the vehicle.

  
  

• Initial Complaint

  10/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a resident of PA. Leased an XC90 Recharge through ****** Volvo in ******, ** (VIN YV4BR0CKM1762651) on 9/18/2021. The vehicle came with a temp tag that was to expire on 10/18/2021. I was told at handover that I would receive my plates before the tag expired (I had leased another car through Volvo Princeton on 8/15/2021 and my tags showed up in 2 1/2 weeks). Its been 6 weeks and yet nothing. I have been calling the dealership daily since 10/18/2021 and keep getting transferred to voicemail (after being told that since I used a broker, I should reach out to the broker. I fail to understand why the broker has to figure out where my plates are since I signed the paperwork with the dealership). I also sent an email to the *** (*****************) and did not get a reply. Today I called and the guy on the phone rudely told me to call Volvo Corporate to complain, cut me off and told me he was busy and had work to do. Then transferred me to someone's voice mail. And then when I called back, he hung up on me. I'm not sure how to get it through to them that I do not want to have to drive around with expired tags and risk getting pulled over.

  Business response

  11/24/2021

  We have forward the complaint to ****** Volvo dealership at this time for direction regarding the license plate concern. Thank you

  
  

  Customer response

  11/24/2021

  [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:
  
  We received the plates from the dealership on last week.
  
  Regards,
  
  *****************************

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Please intervene. This complaint is with Volvo Customer Support and their rebate system. it is broken. I submitted a rebate form from Volvo with all the proper paperwork to the rebate center. the rebate center said it couldn't process it because it was missing a customer number that is found on the form -- the Volvo form which i sent. i have had a volvo for six years and never knew that i had a customer number when i called ********************** customer service several times they were hostile and said they didn't have time and resources for this. a customer cannot reach a live person at the rebate center

  Business response

  11/19/2021

  Requested denial letter from customer. Once received we can address the concern and process refund.

  
  

  Customer response

  11/19/2021

  
  Complaint: 16059421
  
  I am rejecting this response because:
  
  here was never a denial letter. the rebate company wanted a customer number from me to process the refund , which customers /i was never provided in six years as a volvo owner. its a bridge to nowhere. 

  this was all explained to volvo customer service and please listen to the recorded calls Oct 4 11:15 am. 

  volvo needs to provide my customer number to Their third party company, which they hired  to process their refunds. 
  the volvo rebate system is broken.

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

• Initial Complaint

  10/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Following a recent trip between *************, ** to *******, **, the tow hook cover (Part #********) was found missing. The cover was attached prior to the start of the trip and missing upon arrival. I went to my local Volvo Dealership in ************** (***** Volvo) thinking the part was under warranty. The Service Manager sent me to the **************** and told me the part was not under warranty. I purchased a new cover for $45.29. When I got home to install the part, I found out it was not painted. After contacting Volvo, they told me that part comes unpainted. How can Volvo sell a $55,000 SUV and an exterior part be unpainted? Volvo parts should not be "Do-It-Yourself" parts in which I have to paint an exterior part. Not to mention, the part should be under warranty as I did nothing to cause it to come off other than drive the vehicle. I have ordered a painted cover from an online company for $99.00.

  Business response

  10/29/2021

  This is the first we are hearing of this concern. We will reach out to the customer and reimburse the cost of parts.

  
  

  Customer response

  10/29/2021

  Complaint: 15994990
  
  I am rejecting this response because:

  1. I do not understand the statement "... this is first time Volvo has been made aware of this issue ..."  Volvo has been in communication with me about the issue.

  2. Volvo has not addressed the root causes of this issue, cast the net wide for other areas (parts) in which this problem could exist, and developed and implemented enduring corrective actions.

  3. Volvo has offered to reimburse me; however, that process will take 4-5 weeks based on Volvo's correspondence.  Once I have received those funds, I will reconsider my acceptance.

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

• Initial Complaint

  10/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a new XC60 Recharge Hybrid on Saturday. The finance manager, *****, told me that if we added on some accessories she would probably be able to get us .99% financing through Volvo. She had my wife sign paperwork showing that we were getting .99%. After I left she came back out and told my wife that the rate was actually going to be ****%. She then told her that she had already told me this information, which was a lie. My wife reluctantly signed the papers with the new rate. She upsold us based on getting a better rate which she couldnt get. Very unscrupulous business practices.

  Business response

  10/22/2021

  We are sorry to learn about this concern with the sales experience with your dealership. We regret that Volvo Car USA cannot mediate a sales agreement between the customer and retailer. The the client will need to speak with the sales manager at the Volvo retailer of purchase to discuss the finance rate and new vehicle sales contract.

  
  

  Customer response

  10/22/2021

  
  Complaint: 15989737
  
  I am rejecting this response because:
  
  The agreement was with Volvo financing. It seems that Volvo USA does not care about its customers. Looks like Ive purchased my first and last Volvo. 
  
  
  Regards,
  
  *****************************

• Initial Complaint

  09/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On July 20, I made an appointment to drop off my Volvo C-70 on August 11 for repairs with ******************* Volvo of ********, *******. I purchased this car from ******************* in 2008 and have had the car serviced there ever since.I brought the car in as scheduled on August 11, and on August 24 my insurance adjuster visited ******************* and met with their service department to review the necessary repairs. The repairs were never performed and I was never contacted about any problem. When I called ******************* on September 16 I was informed that repairs had still not begun, and cannot be given a date when they will be completed.I asked for a courtesy loaner vehicle until the repairs are complete but was denied. I emailed General Manager *************************** who claims that great customer service is our priority but he never responded.

*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. ↩