ComplaintsforKen Pollock Auto Group, Incorporated

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a used vehicle and warranty on February 22,2022. By July the trucks front differential is falling apart, warranty company looked at it, and wants to replace the entire transmission and differential. Called Ken Pollock for help regarding another vehicle to use, and no one will call me back. Messages were ignored by sales and GM of this property. Only the service technician will call me to force me to have them look at it again. I had it towed back to the dealership to trade it in or get another vehicle.

  Business response

  08/15/2022

  *************************** did purchase a 2013 *** ******* with 88385 miles on Feb 22 with a 36MTH 36,000 mile Powertain Warranty. The vehicle was dropped off with 95773 miles. When Travis our service advisor reached out to *** **** about the vehicle he was told she did not want the car and would not authorize us to look at the vehicle. When our Service Manger Brian returned from vacation he talked to ****** not ** **** in reference to repair. We found out that the vehicle was looked at at another garage and diagnosed that it needed a Transfer Case that is covered by the warranty. When we contacted the warranty company they confirmed the repair would be covered but part is currently on backorder. A rental as per there contract covers the vehicle while the repair is being done, unfortunately not for time of backordered parts. We will reach out to *********** and off a complementary rental from Ken Pollock ****** during this time. Please let us know if we could be of any further assistance. 

  Scott 

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/20/21 I bought a car from Ken Pollock dealership in carbondale pa. Two weeks after buying the car the abs light, traction control, and 4wd! light came on, i took it to them and they said they fixed the issue and that if they came on again to let them know and I asked if it was okay to drive with those lights on and the guy said yes. On 12/30/21 the same exact lights came on and i called to make an appointment. on 1/2/22 my car broke down on the side of the highway and wouldn't go over 15 mph. I had my car towed to the dealership where I bought it and called them the next morning on 1/3/22 and told the what had happened. they told me that it was a wheel bearing issue and that I need to pay 282.49 to fix it. I then told them that I haven't had the car for more than a month and there is no reason i should have to pay for something that they should have fixed before selling me the car. wheel bearings on a car should last 80,000 miles to 100,000. My car has 44,000 and I haven’t even put 3000 miles on it yet. I also haven't even made my first payment on it and its been to the dealerships garage twice now. I told them I have a warranty and i should not be paying for anything. finally they said I have to pay the 100 dollar deductible. I still don't think I should of had to pay anything. I haven't had the car long and they should have fixed it the first time i brought it in. They also shouldn't have told me that it was okay to drive if the lights came back on. I could have seriously been hurt on the highway with the way it stopped moving. They told me they took my car through the shop before selling it to me and everything was good. It clearly wasn't and I shouldn't of had to pay for something to be fixed that wasn't my doing.

  Business response

  02/15/2022

  I apologize I haven't responded to this complaint sooner. ******************** purchased a 2016 **** ******* from us on November 22nd 2021 with 43,485 miles. ******************** brought the ******* back on January 3rd 2022 with 45,629 miles because the ABS light came on. After we diagnosed the vehicle we found it needed a left rear wheel hub assembly. We put our vehicles through an extensive reconditioning program before we put them up for sale and this vehicle didn't get sold with a bad wheel hub assembly. Fortunately ******************** did purchase an extended service plan that covered the repair with a deductible of $100. We have gone above and beyond for ******************** and are requesting this case be closed. If you have any questions please feel free to contact me any time, thank you. 

  Tell us why here..

• Initial Complaint

  11/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle is a 2016 volvo ** ***, I purchased it in February of 2019 at ******** of Scranton. The car started with a knocking sound. Took it to Ken pollock (3/25/2019) advised by *******of Scranton because there was still a factory warranty. First I was told it was a an oil trap. That was replaced along with the oil filter. The noise persisted. When I returned (4/2/2019) to Ken  pollock for the same complaint, now they decided this was the propeller shafts assembly and that was replaced. According to KP the noise was gone. I have taken care of my car, I maintain my car as directed by the manufacturer. In January of 2021 after going nowhere for a year due to Covid, my car started to consume oil noticeably. Dropping to nothing with ZERO engine lights or monitors coming on to let me know this was happening, until I would take a sharp turn and a light would come on briefly saying low oil pressure please stop safely. Then it would go off. I added oil on dates 1/11,3/23,5/26,9/15,10/6, 10/25 and 11/8, there had been no puddle of oil under my car no smoke when driving. This is ridiculous and expensive. I had the car at Ken pollock on July 1,2021 to finally get the seatbelt recall repair, tire rotation and to have an oil consumption test initiated. The tires were never rotated, it is even noted on the invoice, I was till charged for it, the seatbelt was installed twisted and the oil consumption test was unfounded. $204.22 out. I emailed Volvo corporate office in NJ and got nowhere with them. I took my car then to a private mechanic in lake Ariel. He told me before even seeing the car what he thought was wrong. KP wanted $1800 more to try to diagnose the problem. It would probably cost me upwards of $7000 to do fix it, I cannot afford- no one can. When searched online there are hundreds of the same complaints among Volvo cars. Never would have guessed, also a silent recall, this is not something I have done wrong, this is product failure and Volvo should fix it.

  Business response

  11/15/2021

  To whom it may concern:  This is a response to BBB Complaint ******** By ***********************************. on a 2016 Volvo ***. *************************************** vehicle came to Ken Pollock Volvo with a complaint of having to to put in 15 qts of oil in vehicle with no signs of oil leak and no smell of burning.  Ro # ****** July 1st 2021 Miles75676. Ken Pollock Volvo performed 1st step of the oil consumption test.  on Aug 2nd 2021 Ro 191429 miles 76697  the vehicle returned for the 2nd part of the oil consumption test .  The vehicle was out of the 4 year 50000 miles warranty. The in-service date of the vehicle is 6/2015. The Factory warranty expired in June 2019.  Ken Pollock Volvo provided Volvo with the finding to see if it could be covered by Volvo.  Volvo did request oil change documentation from Customer.  Customer provided 2 oil change bills from 6-13-2019 and 6-16-2020.  Volvo declined any work to be covered under warranty.  The approval to fix this vehicle under warranty would be up to Volvo USA Corp. 

  Business response

  11/23/2021

  This is a response to complaint ********.  Ken Pollock Volvo would like to clarify the the vehicle in question is not a certified preowned Volvo.  The Vehicle was purchase at *******of Scranton on 3/25/2019. In order for a Volvo to be a preowned certified vehicle it has to pass a pre-owned Volvo inspection and brought up to the standards of Volvo Certified Pre-0wned guidelines and be sold as a Volvo certified vehicle at a Volvo dealership.   

  The vehicle in question was first brought to Ken Pollock Volvo on March 25 2019 with 47167 miles on it with an complaint of a chirping whistle noise at low RPMS or slowing down.  Ken Pollock found that the oil trap was bad  and replaced the oil trap,  This resolved the complained of issue.

  The next time the vehicle was in was on March 28th 2019 with 47312 miles on it with a compliant of a chirping noise when driving the vehicle at 15 miles per hour.  Ken Pollock found the noise coming from drive shaft and ordered a propeller shaft assembly.  On April 2 2019 with 47433 the vehicle and the propeller shaft assembly was installed. This resolved the complained of issue.

  On June 20th 2019 the vehicle was brought in with 49038 miles on it.  The complaint was the sunroof will not close, have to open all the way to close and for a complaint of the parking brake sticking.  Ken Pollock Volvo replaced the sun roof switch and parking brake switch.  This resolved the complained of issue.

  On Sept 23 2020 the vehicle was brought in with 61065 miles on it.  The vehicle was brought in for a campaign on the door locks. This resolved the complained of issue.

  On July 1st 2021 the vehicle was brought in with 75676 miles on it. The complaint was customer had to put 15 quarts of oil in the vehicle since January 2021.  This is the first time that Ken Pollock Volvo was informed that the vehicle was consuming oil.  The vehicle was brought back on Aug 2nd 2021 to perform second part of oil consumption test.

  On the July 1st visit was the the first time Ken Pollock was informed that the vehicle was consuming oil. The replace of the oil trap on March 28th 2019 has nothing to do with the oil consumption issue the customer is having with the vehicle on July 1st 2021 and the customer put an additional 28509 miles on the vehicle before any complaints of oil consumption

  Gary P*****
  Ken Pollock Autogroup 

  Customer response

  12/14/2021

  In response to KPV-  my car was not purchased in March of 2019, it was purchased in February.  I did everything I possibly could do to maintain the vehicle within my means.  There is nothing that I could have done to break this car.  Poor manufacturing broke this car.  The inside of the engine is at fault.  I am told there is a silent recall on many vehicles like mine and Volvo only repairs them under warranty, which is ridiculous because the problem occurs after the coverage for a warranty has expired.  I have also read that there are certain serial numbers that are affected and others are not.  Obviously I got one of the crappy ones.  Billion dollar company-  its disgusting that they cant stand behind their product and repair a problem that is completely out of the consumers hands.  I have absolutely loved this car and I loved driving it.  I have never been so disgusted in my life and I will be sure to let everyone i possibly can know that Volvo has awful customer service and no intentions of backing their product.

  Very disgusted. 

*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. ↩