ComplaintsforVolvo Cars of Austin

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a lease from Volvo of Austin in 2021. Since then, the computer in the car has crashed on 3 separate occasions, 2 of which my children were in the car. The first time the computer crashed, I was driving in freezing rain. The defroster, speedometer, and everything else stopped working except for the gas and the brakes. My window began to freeze over very quickly and I was unable to see at all. Luckily, I made it to a side road and parked. I was able to eventually press the right places on the screen to reset everything, but this was a blind attempt as there was nothing to see. The next time, it was the dead heat of summer in ** and my kids and I were leaving batting practice. Everything shut completely off and locked up. I had to have my husband bring ** his car to use. I took the car in for both of these instances and the dealership "reset the computer" and sent me non my way. The last time was recently and luckily it reset quickly. The tire pressure light has also been on for most of the time I have had the car. Service confirmed there was nothing wrong and they reset it. After it happened again my husband took it elsewhere and they confirmed they did not see an issue even though my tire continued to go flat. We took the car to Volvo and seeing this report, they "found" an issue and we had to pay for all new tires. We spoke to sales regarding giving ** a vehicle that lives up to the expectations we are paying for, and they said they couldn't help **. I have a lemon and they arrest offering any support whatsoever. I will NEVER do business with Volvo Austin again. I also will not stop until I know my children are safe and I am getting the vehicle I paid for.

  Business response

  05/17/2023

  Vehicle was purchased at Volvo Cars of Austin on 11/17/2021.  Customer has escalated their concerns to ********************** Cars North *******. Volvo Cars of North America has reviewed the history and complaints on this vehicle.  At ***** miles Volvo said the they would not participate in a buy-back or trade assistance scenario.  My dealership takes customer concerns and complaints very serious as we have for 35 years now in the Austin Market.  Especially when a customer states safety issues of a vehicle including the safety of children occupants.  ********** the vehicle was in for service, a software upgrade was preformed on the vehicle.  We are unaware of any other times the vehicle failed except for the two times it was in for service on 8/24/22 and 2/22/23.  ********** the software upgrade seemed to fix the customer complaints.  There is a newer software upgrade (2.9) that Volvo launched last week and I have personally called the customer and left a message.   On 8/24/22 at ****** miles the customer never complained about a tire pressure light but did on 2/22/23.  We put air in the tires and reset the tire pressure monitor light on the vehicle's screen which fixed her concern.  We did not replace tires on this vehicle as stated by customer. Is it possible she took it to another Volvo dealership for tires? 

  Although Volvo Cars of North ******* has refused any assistance in this matter we subsequently had a conversation with ********************** and told him we would happily look at trading out this vehicle for another but have not heard anything except for this BBB complaint. 

  I'm not sure of the actual number but Volvo Cars of Austin has had only a few BBB complaints in it's ************************************ Austin, *****. We always go above and beyond to quickly resolve any complaints within our abilities, especially if someone feels the safety of the vehicle is lacking. Volvo Cars of North ******* does not feel the same about issue and as it's Authorized Retailer we are open to trade in discussions.  As a father I do understand ********************** concerns and will personally help them get into a new car if possible. As far as saying "I'll never do business with them again", both times we addressed the issues presented to ** per Volvo's diagnostic manuals and repaired the vehicle. 

   

   

   

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2014 Volvo S60 car door latch broke so the door does not stay shut. There was an official recall for this exact issue, R89978 and NHTSA number 19V849. When I called all the Volvo dealerships around me I was given the run around, saying they don't have any availability for weeks. An official recall where they are legally required to fix the problem, but they can't make any money off of it so they'll make it as difficult and annoying as possible to actually get it done. Scumbags. They can't avoid having to fix this problem they are legally obligated to by making it difficult for customers to receive repairs. I'm unable to wait the weeks it will take to get an appointment so I have to pay to get it fixed independently. I want payment.

• Initial Complaint

  12/13/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchased a Volvo from Volvo Cares of Austin on November 13th.They did not pay off the total on my ******** and I have an outstanding balance of $1026.18. I sent them a screenshot from ******** on November 30th I finally spoke to Emmott in finance and he said not to worry about it they legally had to pay it off not to make a payment.Today is December 13 and my car is still not paid off. ******** has called Volvo a total of 5 times. I have called and only get voice mail. I need my car paid off or I can return the Volvo and pick up the ******** since I have to make a payment anyway.

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hello, I am filing a complaint against Volvo Cars of Austin due to a lack of action relating to a warranty cancellation request. I purchased a used vehicle from Volvo Cars of Austin with an added service contract. The vehicle was purchased in October 2020 for about $20,000 with $7,000 down payment, and a $1,600 Maintenance plan. I received Permanent Change of Station orders around July 2021 to an OCONUS location and informed the dealership that I would not be able to utilize the service contracts overseas. The original request was submitted on July 23, 2021 and I was planning on using the refund to purchase other services at this dealership. But I was advised by the Finance Manager *************** that it would be more beneficial to perform an annual service with the contract and then cancel on a pro rated rate. I followed his instructions and submitted the cancellation request after service on August 26, 2021. I waited until November and asked for a status. No response. I called the dealership ****************** and no response. I then contacted the ***************************************************** directly and informed them of my situation. They told me that a request to cancel was never submitted and to file it directly thru them. I asked for exact information needed and sent the request on November 22, 2021. But again, after 2 weeks the request was denied due to missing information that was never requested. I am currently in ******* and am extremely limited as to what i can do.

*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. ↩