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:10/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On September 20, 2023, I purchased a "Certified Volvo" from White Plains Volvo, assured it passed a thorough 170-point inspection and was in near-new condition, including new brakes.Nine days later, upon the vehicle's arrival in *******, discrepancies arose. On October 3rd, an inspection at a *******, ** Volvo Dealership highlighted:1. A non-functional driver-side mirror motor.2. Cracked interior wood paneling.3. A significant 4-inch curb rash on the passenger side rim 4. Shockingly, the front brake pads were worn down to 3mm and 4mm, under the safe 5mm threshold. This vehicles "certified" status is not just misleading but hazardous.Now, I'm faced with unanticipated costs: $438.95 for brake pads, previously promised as new, and $882.76 for a rim.My trust in the "Certified Volvo" label has been shattered by these issues and unforeseen expenses. This isn't just a breach of trust and safety, but a deviation from the standards expected of a reputable dealership let alone the Volvo brand that prides itself on "safety".I demand redress from White Plains Volvo for this grave misrepresentation and its financial implications. The BBB must be aware of such deceitful practices to protect future consumers.I trust the BBB will address this with utmost seriousness.

• Initial Complaint

  Date:08/29/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  * Purchased the vehicle on 04/29/2023 for $30,319.91 with a $8000 down payment. * Vehicle is a 2020 Volvo XC40, VIN: ***************** * We first saw the vehicle and test drove it on 04/18/2023. We told the salesperson, ***************************, that there is wheel shake when braking. She assured us problem would be resolved on date of agreed upon pick of 04/29/2023. * There was very little to no contact from salesperson until day of pickup on any of the document required to close the deal, and we were rushed to get all the paperwork in and take delivery of the vehicle as she claimed that she other commitments to get to, so she took us a quick test drive and then back to the deal table to finish the paperwork.* We kept noticing the wheel shake and ended up taking the vehicle on another Volvo dealer, Open Road Volvo of ******, ** on 06/07/2023, and they diagnosed the vehicle for warped breaks, which we repaired out of pocked for roughly $1,000. * We then had to take the vehicle in for repeated check engine lights, which Open Road Volvo found last week was due to a torn intercooler hose from the frontend collision that happened prior to my ownership. This will be another $500.* Both the intercooler hose repair and brakes are part of Volvo's own Certified by Volvo pre-owned certification program, which is attached with this complaint along with purchase contract and maitanence history up to 08/14/2023 (does not include intercooler as I have not repaired it yet). * This dealer clearly did not inspect the vehicle per their own legal standards, thus they sold a vehicle as a "certified" vehicle when it is not. This is a violation of the contract. I would like to simply return this vehicle to the dealer and get my down payment back. The dealer can keep the monthly payments I have made.

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Fast forward a year to now - we needed to get our inspection done so I scheduled an appointment. Given the close proximity, I decided to try Volvo White Plains again but for service. The appointment was set for them to pick up the car from our house (my confirmation states pickup, not drop off). They did not show up, and when I called they said they cannot come pick the car up and I would have to wait until later in the week or I can bring the car to them. We brought the car in and not long after we arrived, the team notified us they had an accident with our car leaving large scrapes and scratches on the driver side. The team took full responsibility for the accident and told us they would fix the car. They provided a loaner and told us the car would be repaired but they would need at least 5 days to do so. After a week, they said they would need another 10 days. I can see the driving record thru the app and the car didn't move since the day of the accident. We finally ended up getting the car back on a Friday evening and after driving the car less than 2 miles the rear tire (same side as the body work) essentially exploded. We did not run over or hit anything and my research on the damage points to the over-inflation of a tire. I confronted the dealership about this and they have done nothing to take accountability even though I had to pay hundreds of dollars for road side assistance and tire repair.I am a pleased with the product and I understand accidents happen but this has went from being several inconvenient experiences to a deeply concerning safety issue as I had my toddler in the car with me. The fact I have not heard back from them in weeks says about all you need to know about the level of customer service you can expect here.

• Initial Complaint

  Date:03/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Dear Better Business Bureau,I am facing persistent electrical and SOS error issues with my 2023 Volvo XC90 since leasing it in December. Despite multiple repair attempts at authorized dealerships, the problems persist, and I have not received a satisfactory resolution from Volvo.These ongoing issues have had a significant negative impact on my family's day-to-day life, causing us to miss events and putting financial stress on us due to time off work. As a father of three young children, I am deeply concerned about their safety in a vehicle with such persistent issues.I have formally requested a replacement vehicle from Volvo, but their response has been unsatisfactory. Under the ************************* Warranty Act and applicable state lemon laws, I am reaching out to the Better Business Bureau for assistance in facilitating a fair and equitable resolution to this matter, ideally in the form of a replacement vehicle.Please find attached the email thread documenting the communication with the dealership and Volvo Corporate. Should you require any further information or documentation, please do not hesitate to contact me at ************ or via email at ************************* you for your attention and assistance in this matter.Sincerely,*****************************

  Customer Answer

  Date: 03/21/2023

  Via Email, Phone Conversation, and Telephone, I have contacted the following people/entities regarding these issues:

  - Volvo *** **************** (no response)

  - ********************** ****** **************** (no response)

  - ******************************************************************** Service Representative (consistent miscommunication)

  - Volvo White Plains *************** (limited help)

  - Volvo ****** ** ****** Services, General Management

   

  I have not contacted any lawyers yet.

   

  The car was purchased in January 2023. It has received servicing on four different occasions related to this issue:

  1. March 14 (roadside assistance attempted to fix the issue via hardware and charging, then it RE-appeared shortly thereafter)

  2. March 15 (roadside assistance was again contacted and the car was confirmed to be not working again. it was towed.)

  3. March 17 (the tcam was replaced, software updated, and battery recharged and I was told the issue was gone and I could pick up my car. When the car was driven, the *** light re-appeared blinking and re-illuminated.)
  

  3. March 20 (the control mode hardware was replaced and I was told the issue was gone and I could pick up the car. When the car was driven, the *** light re-appeared blinking and illuminated

• Initial Complaint

  Date:08/11/2022

  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.

  On July 11, 2022 I took my car into Subaru of White Plains for a ****** mile service check which I was told would take one day. On the 12th, I received a call from a worker at the company stating that as they were changing my windshield wipers, my windshield got broken, and that they would order a new one to replace it and it would be ready by Thursday the 14th. When I called said company on the 14th, I was told that the car was not ready. On July 21st during a heavy rain storm the car was delivered to my home. When driving the car on July 22nd,I observed a lot of moisture on the windshield of the car, the radio was giving off a lot of static, and a draft of air was coming into the car. Upon examination of the windshield I found out it was not properly sealed. I drove immediately back to Subaru of White Plains, and told them what I observed. I was asked to make an appointment to return the car. On August 2nd, I returned the car to Subaru of White Plains. I made a call on August 6th to inquire about the status of the car. I did not get to speak to anyone so I left a message. Not hearing from anyone, I made another call on August 9th. I spoke to one ********************* who told me the work was done and the car was presently in the wash. I got there Approximately two hours later, the car was brought to me. Upon examination of the car, I found that nothing was done to the car and was the same as when I first brought it there. I pointed this out to *********************. I also pointed out that he told me two hours before that the car was in the wash, and that he lied to me because the car was filthy all over and not one drop of water had touched it. I also said to him that the car sat there for eight days and nothing had been done to it. At that point he walked away from me and went inside the building.

  Customer Answer

  Date: 09/06/2022

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Volvo Cars White Plains and Westchester Subaru has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/20/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On May 20, 2022 I brought my car to Volvo Cars of white plains for service to see why my check engine light was on. I was waiting for an hour and a half then I asked where my car was. Waited another 30 mins when 2 guys came up to me and said, oh we thought you left. Meanwhile I told them I had to wait for it. Then they said that someone crashed my car. My car was damaged and they just gave my car back to me with the damages and a business card and told me they would contact me to fix it. This was a big inconvenience cause they didnt even do what I originally brought it in for plus now my car is damaged. They never contacted me. I was the one calling them and I finally was able to bring my car to them on June 14 (almost a month later). They told me they would have a rental there waiting for me. I go to drop my car off and theres no rental. The auto body mechanic gave me a ride to car to enterprise to go pick a rental up but when I go to pick the rental up they dont even have me on file and told me I had to leave a deposit. I shouldnt have had to leave a deposit because Volvo is at fault and crashed my car. I just went back to the dealership and had to wait which was more of an inconvenience. Now my car is supposed to be fixed but they only fixed it cosmetically. They never checked to see if my car was good mechanically. Now when I drive, my back passenger side wheel feels like its gonna detach from my car (loud clanking noise)Theres other problems with my car due to them crashing it but they only fixed what was visible. As of now I am driving around with my car still messed up because I have to get to and from work and they havent rectified the mechanical issues.