ComplaintsforViti Volvo Cars Tiverton

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im from MA I bought a car 6 days ago and still havent received the car. I went to the dealership to get my money back and they refuse to give my money back. Ive been out of work waiting for the car and yet nothing. When I went to the dealership they wouldnt give me the car or the money back. Bought a Volvo and trading in my truck which I still dont have my New Volvo . Never was told it was going to take this long

  

  Business response

  05/04/2024

   it is a Massachusetts new registration and he was told it takes 3-5 business days after he gets us his insurance He was surprised how much his quote was from his AAA agency and told us he was going to shop for lower quotes. He would let us know where to send the *** and title. That was a week ago on Friday. We were given a fax and agency on Monday and he didnt sign his policy and get us an *** until Tuesday afternoon. He didnt want to acknowledge that he took as much time as he did and said that since his car wasnt ready for him to take yesterday he wanted his money back. He financed through Ally, his contract is funded and his paperwork is at RMV. He can complain but it was on him and we will give him his car when we get the plates Monday or Tuesday. People need to own their portion of the transaction before they slam a business with a bad review. 

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday, 4/15 my vehicle was towed to Viti ******** in Tiverton, for a subframe recall , My advisor was ******************* on Tuesday, 4/16 . I received a text message from *** with other issues that were wrong with my vehicle. *** told me that it would take three days to get the parts for my vehicle. If I did choose to have my vehicle repaired with prices on repairing my vehicle I had not signed a work order or contract on Wednesday 4/ 17 my *********************** also my mechanic contacted and went over the issues and pricing and that I would not be having any work done other than the subframe then I sent a message back to (bud) letting him to not perform any work on my vehicle. he told me on Tuesday that it would be three days to get parts and two days for installation everything including the frame which put us at Fri or Sat,4/19 going into 4/ 20 I then received a message back from *** stating that it had been too late and they had removed all of the plumbing from the vehicle and the new plumbing was going in then I went to viti ******** April 18 at 7:10 AM Where I spoke with ***, and also his supervisor ***** and another gentleman, whos name I dont remember again *** never signed any work order contract for them to do any work on my vehicle not even the subframe. I wasnt even there when my vehicle arrived as it was just towed in through AAA. They want to charge me $5300 for work they say that they have performed on my vehicle without my consent no written consent at all and I was told it would be three days for parts and two for a total assembly, which puts us at Saturday 4/20th now I am left with a vehicle at Viti and theyre telling me that I need to work out a payment plan with them or they will take me to court when I never signed any work order or consent with them just strictly spoke with them over the phone .

  

  Business response

  04/21/2024

  ********************* did approved the repairs verbally on a recorded phone line. And she came to our dealership in person to pick up her free loaner car that was part of agreement for her approving the repairs that her car needed. A full day after her approval and picking up the loaner car she called and said she could not afford the repairs to her car. When we told her a lot of the repairs had already begun she got angry. We explained that we had only done what she requested and agreed to. Luckily one of the repairs an axle replacement was not completed yet and we were able to send the special order part back. So her final bill has been reduced significantly and we have issued her a discount on top of that to try and help her financially. She has agreed to our offers and said she would go to the bank today to get the funds. I believe this complaint to be resolved at this time.

  Customer response

  05/07/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Thank you for following up on my unresolved issues. My complaint remains the same. I never authorized repairs done. I brought my vehicle in for a manufacturer recall. Full stop. I then received communication from Service Advisor with laundry list of repairs my vehicle required adding up to approximately $6300! Can you imagine my panic? But parts would be 3 days out and 2 more days to install. This afforded me minimum 3 days to consult my personal mechanic and confirm the necessity of the list I was given for my safety from the Service Advisor. My mechanic communicated with the dealership and told them to stop. I followed his communication. Less than 12 hours later it was too late-- all the work was already done with the exception of the axle repair. A 5 day time line was cut down & complete a day later. They then rolled me into the numbers game. $6300 was now $5300 and on and on. In order to get my vehicle back, I borrowed to pay them $3764.11 for unauthorized repairs. I believe the fair resolution is that I pay for installed parts only at dealer's cost. Respectfully awaiting a refund for the difference Thank You again for your prompt attention to this matter ********************* 

  

  Business response

  05/07/2024

  *********************** car was towed to our shop as it was not safe to drive.  And as I stated in my original response to this case ******************* did authorize the repairs to her car on a recorded phone line. There was no mention at the time of her authorization that she wanted to speak with anyone else about a second opinion. ******************* also came to the dealership in person to pick up a free loaner car that we supplied to her as part of her approvals to do the repairs to her car. She never mentioned to anyone about holding off on the repairs. The repairs to *********************** car started immediately after her approvals, because we needed the loaner car returned asap for other clients. When ******************* contacted us and stated she could not afford all of the repairs that she had originally approved we immediately assessed where we were with the repairs. We asked ******************* to come down to the dealership so we could show her exactly what had been done already.  We had the car still on the lift so it was very easy to show her what we had done. We also explained what we had done to her private mechanic. At that point we were able to eliminate any repairs we had not already started or finished. In the end, the final amount for the repairs was brought down to $3764.11. To which ******************* agreed to in person with our Service Manager ***************************. ******************* paid the bill and has had her car since. We met our part of the agreement.  

*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. ↩