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:02/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I took my Volvo to this dealer to have my screen checked because it stopped working ..The dealer ran a diagnostic test and told me I needed and IHU (internal head unit) they also told me it would cost upwards of 3 grand if I had the work done there ..I also had a parking assist code in my dash …They said due to the internal unit going bad it was making the parking assist activate a bad code too....It took me 6 months to save up enough to buy this IHU ..for 2300$ from a certified Volvo parts dealer ..I bought it from (my Swedish parts.com ) I made my appt to Bobby Rahal Volvo the following week for installation of the IHU …Upon the day of repair the service dept sent me a text message saying the work was complete and that they found I didn’t need the IHU After they told me I did ..They told me I had a wiring issue and they fixed it and my Current IHU was fine and working …They also told me they opened the part I brought with my vehicle… I only brought the part just in case they needed it …Unfortunately they opened the part and said they hooked it up but it did not activate and that is when they looked further and found a wiring issue …because they opened the part it voided the warranty for my full return of my money which was 2337$ from my Swedish parts.com..the dealer is saying they didn’t tell me to buy that part I should have left my car with them to have it serviced ..they told me there is nothing that can be done about my part being returned for a full return of my money I should have let them service the vehicle they could have saved me a few grand ..all I wanted was my vehicle properly serviced and my part still in the box new like I dropped it off …I never gave verbal or written consent for them To open my part from The beginning ..they never called or reached out eithe

  Business Response

  Date: 02/15/2024

  To Whom It May Concern:
  *** ******** brought his vehicle to our dealership in August of 2023 stating that the center display was inoperable.  After diagnostic testing, our technician found he could not diagnose further without replacing the module associated with the display – a.k.a the IHU.  This is a common fault found and without replacement (or sample replacement) of the unit, further testing cannot take place.
  

  We advised *** ******** of the situation and provided him with estimated replacement cost.  *** ******** chose not to move forward with the repair at that time.
  

  In February, the vehicle returned to the dealership.  *** ******** had purchased an IHU from myswedishparts.com and asked if we could install it for him.  We agreed and moved forward with the diagnostics. 
  

  After further testing, we found the IHU was not ultimately at fault for the malfunction.  Once confirming, we were able to test additional items and found a wiring issue that causing the system to lose power. We returned the part to its original packaging and gave it back to the client when he picked up his vehicle.  We were unaware of any details regarding the order or the return process associated with myswedishparts.com.

  We understand *** ********’s frustration with the diagnostic process and strict return policy of the part supplier, however, we felt we acting in his best interest in further diagnosing the vehicle and repairing it without the expense of a costly part.
  

  As a gesture of goodwill, we are issuing a full refund of the part to *** ********.
  

  *** ******** has accepted our offer and is happy with the result.  We look forward to servicing his vehicle the next time he is need.
  
  Best regards,
  
  Jim G*****
  General Manager
  Bobby Rahal Volvo Cars South Hills

• Initial Complaint

  Date:08/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We purchased and Volvo in June of 2021 and were encouraged to also purchase the extended warranty on the car (10 year unlimited miles). In Aug of 2023 the automatic breaking system stopped working along with the volume knob. They were unable to say with 100% certainty what the issue was from but suspected it was from liquid being spilled onto the center console, and that the two issues weren’t related. The only thing they were certain on was not honoring the warranty to charge us 2K+ to fix the problem that again, they were unsure of how it was caused. The technician also stated he has seen these buttons fail before without liquid being spilled- which we have never spilled liquid on the buttons.

  Business Response

  Date: 08/18/2023

  To Whom It May Concern:

  Thank you for taking the time to speak with me and working with us to find a solution. We are glad to hear that the problem appears to have resolved itself. If you experience the issue in the future, we stand by our offer to reexamine the interior sensor of the vehicle and submit a warranty claim, provided that the damage was not caused by a liquid. Please do not hesitate to reach out to me directly at ***** *********
  
  Sincerely,
  
  Trent N****
  Vice President
  Bobby Rahal Automotive Group

• Initial Complaint

  Date:04/17/2023

  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.

  We purchased a 2023 GLE and my radio does not work like it should. First when I connected Doug said I would only get HD channels. Then he said you would only get XM channels. He also said that is how all the vehicles are. My Radio channels are all fuzzy no matter where I go. I called several Mercedes Dealers and they have not had any problems with the radio. Them I talked with Sineil Crystal and Doug again and after that I called 3 times left messages for each and no phone call to me was ever returned.

  Business Response

  Date: 04/25/2023

  To whom it may concern: 
  
  We appreciate **** **** bringing her concerns regarding the radio reception to our attention, and we are committed to finding a solution. Our service department is currently working directly with the client and MBUSA to resolve this issue with her HD/FM radio. We continue to communicate any updates with **** ****, and we have a future service appointment scheduled to conduct further diagnostic testing to determine a resolution for this concern.

  Sincerely, 
  David D*******
  General Manager

  Customer Answer

  Date: 04/26/2023

  [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

  Date:01/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I took my Volvo into the dealership on Washington Rd in attempt to have several different repairs done initially I sent it for an oil change and to fix an oil leak as well. when I got the car back i ask them what they repaired on it just to make sure that everything we discussed was covered they told me they fixed the oil leak and did not do an oil change which didn’t make any sense to me giving the nature of repairs. I got home and popped my hood and found leftover tools under there which immediately in my head is a safety hazard, makes me wonder just how attentive they actually were to my vehicle They told me to dispose of the item when I reported it and offered an oil change for the troubles( I never got it). During this recent service I dropped my car off for Trans check, H-vac check, power steering service. I decided not to move forward with any transmission stuff after the first week of my car being there. I proceeded to have the other things checked out & ended up having a new power steering pump installed. They didn’t replace any tubes involving the pump or anything like they but told me it doesn’t work still. Also they said it’s been holding fluid better than before but it’s bone dry now they I have checked. They said that with it holding fluid the problem would be some other part that was extremely expensive. They misdiagnosed the car twice and I basically took An L both times because it’s still not even holding the Fluid I’ve had 2 sketchy experiences here because I don’t know that they are being truthful or if they just don’t like working in my car because it’s a 2007. They are very nice but at times they seem to try and detour me from getting the car repaired. I want them to help out with the price on that other part or they need to give me my money back because I’m still at Square one here & it doesn’t make any sense to me. I paid $1655 for no results this time & over $1700 the first time & the didn’t even complete everything

  Business Response

  Date: 02/10/2023

  To Whom It May Concern:

  On August 31, 2022 *** ******* brought his car for the transmission issue (hard shift/clunking) and an oil leak.  

  The transmission was found to have an internal fault.  *** ******* chose not to complete repairs at that time.

  The oil leak was found to be coming from the head gaskets.  We received approval for the repair and performed repairs as requested. 

  On October 25, 2022 *** ******* returned with his 2007 Volvo S60 for the transmission concern and for a power steering system leak. The vehicle had 215,996 miles on it at this time.

  The client had purchased a warranty since his last visit and asked us to contact the warranty company for assistance replacing the transmission. The claim was deemed to be a pre-existing condition and was not approved by the warranty company.

  
  Upon visual inspection of the power steering, we observed the following:
  1). What seemed to be Transmission fluid had been used in place of Power steering fluid in the Power Steering reservoir/pump.  
  2). The power steering fluid was draining out of the bottom of the pump.  We added fluid but the pump was leaking badly and would not retain fluid long enough to properly pressurize the system.
  
  We explained to *** ******* we could not perform a proper diagnosis of the power steering system if we could not get the pump to maintain proper fluid level.  The pump would need to be replaced before any further recommendations could be considered.  *** ******* approved the work to replace the pump.

  
  Once the new pump was installed, the system was able to maintain the fluid and pressure required for proper diagnosis.  In addition to the pump replacement, we found the rack and pinion had failed internally and would need replaced in order to restore the power steering system to its proper operating condition.

  
  We advised *** ******* that replacing the rack and pinion would require additional labor and could create additional issues or repairs due to the condition of the subframe to which it is mounted.  The subframe was found to be badly deteriorated and rusted throughout.  Any repairs to this area would most likely result in the need to replace the subframe as well.

  
  We believe the client was provided with clear communication and understood  the difficulties of the diagnostic process. The client was aware of several possible underlying issues that could exist beyond the replacement of the power steering pump.

  
  While we understand that the power steering is not functioning as designed, it is not due to negligence or any wrongdoing by the dealership.   It is merely a result of several mechanical failures beyond the scope of the work that was performed.

  
  The vehicle in question is a 2007 Volvo S60 with 215,996 miles.  While well within its mechanical limits with proper care and maintenance, this vehicle has many concerning underlying issues.  It has not received a valid safety inspection sticker since 2019 and several areas have started to deteriorate due to rust and other external factors.  Any repairs to this vehicle could result in additional repairs or replacement parts being needed.

  
  We have reached out to *** ******* in an effort to further discuss his claims but have not received response.

  
  If you have any further questions, please call me at 724.754.0564

  
  Sincerely,
  

  Jim G*****

  General Manager

  
  

• Initial Complaint

  Date:12/06/2022

  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.

  My daughter, a WVU student, brought her 2020 Volvo S60 to Bobby Rahall Volvo South Hills for service. The car has not been starting on the first attempt and stopped in the middle of the road, causing water to spill in the cup holders. I asked for an extinctions of the charges before any work was completed. They said it needed the 60k service, the backup battery replaced, the tires rotated/ balanced and the rear brake pads replaced for $1200. I agreed. After the service the car would not turn off. They called to tell me that the switch under the cup holders was wet and would need replaced for $500 dollars. The car turned off perfectly when it arrived. I was left with no option but to pay $500 more and something about the story just doesn’t make sense. Why would a switch that cannot get wet be placed under the cup holders that hold cups of liquid? Seems like a poor design. Why are we being held responsible for repairing something that broke because of the failure of the car? When I asked for a price, agreeing to that price was contingent upon it being the actual price and not being held hostage for additional money. Something about the entire situation seems odd and I feel like we were taken advantage my 20 year old daughter brought the car to the service center. If there was a problem with that switch, why would she have been able to drive it one hour from Morgantown to South Hills? It turned off when she reached the garage and again when the technician drove it into the bay. So it started and stopped multiple times but suddenly it wouldn’t start and it was our fault? I am skeptical. I intend to contact Volvo North America and discuss this problem further.

  Business Response

  Date: 12/07/2022

  To Whom It May Concern,

  
  We had a very cordial and productive phone call with **** ******* on Wednesday, December 7th, at 11:00am regarding her concerns from her recent service visit.

  
  **** ******* wanted a better understanding of what happened and reassurance nothing nefarious occurred.

  
  We discussed the service visit, what we found, and what we did to correct the issue. As a gesture of good faith, we offered a discount on the part in question and she was very appreciative.

  
  **** ******* is satisfied with the outcome and feels her case with the Better Business Bureau has been resolved.

  
  
  James G*****
  General Manager
  Bobby Rahal Volvo Cars South Hills

  Customer Answer

  Date: 12/07/2022

  [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

  Date:11/09/2022

  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.

  Hi Team, this is to bring to your notice that there is big ditch happened with one of my purchases with you on bobby Rahal Wexford I have brought 2016 range rover with 84000 miles on it in the month of March 2022, while purchasing I have asked your sales team rep that if I trade in this in coming 6 months what would be the deprecation He told me it would around 5k with immense trust on Bobby Rahal brand I brough the vehicle. And used for exact 6 months and drive only 2700 miles in Period of 6 months as my intention was to take some better Range rover once I got used to it. With lot of positive expectation, I reached out again with same sale rep and asked him to take this truck as trade in with 2018 Range rover which has only 30 K miles on it. This is when thing changed, they have offered me as trade in value as 21k. Which means with period of six month they are telling me that the vehicle value got depreciated. From 47000 to 21000. which make me fidgety, and I felt this is an issue and I must be reported to consumer court as it straight away abandoning customers And kind request to solve this issue asap.

  Business Response

  Date: 11/18/2022

  Hello *** *******
  
  
  Thank you for allowing us the opportunity to work with you and resolve your concerns. The experience of our clients is our single highest priority, and we appreciate you giving us the opportunity to earn your business. We hope you enjoy your Land Rover and we look forward to working with you again in the future.
  
  
  Sincerely,
  
  
  Brandon C******
  General Manager

  Customer Answer

  Date: 11/21/2022

  [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

  Date:05/28/2022

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I went to Bobby Rahal BMW of South Hills on 5.23.22. I test drove 2 BMWs with David T***** * said I was also considering a Lexus or Audi, had just totaled my car, so I needed to buy whichever was the best deal I could get the quickest. I asked about buying a BMW 330 XDR in Red/Tan. He said they didn’t have one, but if I signed a paper in advance authorizing a $500 deposit in case they could get the color scheme I wanted AND that he would confirmed it with me before he ordered it, he would see if they could get one. He also said he wouldn’t process the $500 unless he confirmed he was able to secure the right car for me, & that it was fully refundable if I changed my mind. So I signed it. The next morning I had a dental crown put on. I was hit by a car while running 9 yrs ago & was nearly killed, quite literally. I now get chronic migraines. Every time I go to the dentist I get a migraine. That day I got a migraine & was incapacitated for the rest of the day/night. David apparently left a voice message that day saying he found a car. I didn’t get his message until the next morning after he called & woke me up. I took his call immediately & explained about the day before. He told me he got a car, & I told him I changed my mind & was getting a Lexus. I checked my AMEX app & saw he had processed the $500. I asked him to refund it, but he said he wouldn’t b/c he already ordered the car. I said that wasn’t appropriate b/c he was supposed to confirm the order before he processed it, and that he told me I could change my mind & the money was fully refundable. He said he’d talk to the manager & call me back but never did. I called AMEX & explained. They filed a dispute. It’s been 2 more days & BMW hasn’t called, so I called & spoke to mgr Demón. He said he wouldn’t refund my money & that I need to speak to boss Kim. I just put $7k on my AMEX for the other car. I need to get this charge removed promptly b/c I never authorized the purchase of that car or $500 on my AMEX.

  Business Response

  Date: 06/02/2022

  Hello ******
  
  Thank you for taking the time to speak with me today. It certainly was not our intention to misguide you in any way, and further to our conversation, your deposit has been refunded. 
  
  Our highest priority is ensuring all of our clients receive a 5-star experience during every visit, and we apologize if an error in communication prevented us from providing that for you. We appreciate you allowing us to work with you in resolving this issue. Once we learned of this situation, we were able to issue a full and immediate refund to your card.  
  
  Please feel free to reach out to me directly with any questions or concerns. 
  
  Sincerely,
  
  Kim K*******
  General Manager