Complaints

This profile includes complaints for Principle Volvo Cars San Antonio's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Principle Volvo Cars San Antonio

  1326 N.E. Loop 410 San Antonio, TX 78209

• 

  Principle Volvo Cars San Antonio

  1326 Loop 410 NE San Antonio, TX 78209-1512

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:03/07/2025

  Type:Customer Service 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.

  I have been trying to cancel the Tire and Wheel protection purchased from Principle Volvo. I have traded the car in and per my agreement I can cancel and receive a prorated refund. I have been trying to get a response from the dealership, I have sent in all my required proof of trade and no one will email or call me back to get the refund and cancellation process started. I have sent multiple emails to sales and dealership management, left multiple voicemails, been transferred to mailboxes that are full multiple times and no one seems to care to call me back or email me back to complete the process. Because of the lack of follow-up and no concern for the customer I am now requesting an expedited refund.

• Initial Complaint

  Date:10/17/2024

  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 was charged for services that were not performed to completion. Requested warranty repairs for a malfunctioning sunroof assembly and flickering driver display screen. I consented to transmission fluid change, fuel system maintenance, and engine filter replacement at suggestion of retailer. When I was notified vehicle was for pickup, I drove away and found later sunroof was still broken, navigation was not set up, and passenger seat was left only partially bolted to the floor, causing a safety issue. I dont trust the other recommended maintenance was performed on transmission and fuel system and engine filter. Services they demanded payment for were not completed. I no longer trust Principle Volvo. They currently have my vehicle now to allegedly resolve the issues from the failed first attempt.

  Business Response

  Date: 11/12/2024

  To Whom it May Concern,

   

  We apologize about the level of service that was provided to Mr. ************* We have reached out to Mr. ****** and he has since had an in person meeting with our Service Director.   After the meeting, the decision was made to refund Mr. ****** for his work.  We will work to earn Mr. ******** trust in the future.

   

  Than you!

   

  ***** ******

  General Manager

  Principel Volvo Cars San Antonio

  Customer Answer

  Date: 11/12/2024

  Complaint: 22433050
  
  I am rejecting this response because:
  Service Manager ***** ****** promised to look into an extended warranty on the vehicle as compensation for the poor service and safety violations regarding my vehicle. The partial refund for the service was requested due to paint damage on the vehicle. This was not a total solution to the failed service. The refund was in addition to the extended warranty coverage. Mr ****** left a voicemail 10/18/24 and I have not received any additional follow up from the dealer to assure the issue was resolved to my satisfaction. The extended warranty is intended to alleviate future failed service attempts on my vehicle and minimize my financial outlay due to improper repairs, safety issues, and multiple visits with no resolution. 
  Regards,
  
  ***** ******

• Initial Complaint

  Date:07/10/2024

  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 vehicle has been in service at this company a couple of times. This is the second time the service director *********************** has denied to assist me when their is an issue with my vehicle. My car has been having an issue with my collision camera activating in the middle of heavy rain and almost causing an accident. His reason is he already has appts for all of his loaners which does not appear to be the case. I have seen him bend over backward for other customers of different races, but when if comes to me as a black customer he comes off very strong and just says no with no solution.

  Business Response

  Date: 07/10/2024

  I spoke with **************** and aplogized on behalf of our store.  We had a very busy and unusual day with the internet being down from noon until after we closed.  I explained how that hindered our normal business operations and we are continuing to try and sell **************** a vehicle.  We had a pleasent conversation and the stated he would do business with us in the future. 

   

  Thank you!

   

  *****

  Customer Answer

  Date: 07/11/2024

  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:03/25/2024

  Type:Billing 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 booked an appointment online for 60K maintenance, which gave an estimate of $597.97(I did not pay close attention to this number initially). At my appointment, I verified I was there for the 60K maintenance. I requested the cabin filter not be replaced since I had replaced it myself. The estimate came out to $951.20 and the employee told me the final invoice would be lower to exclude the filter. I did not review the estimate invoice, trusting it was the 60K maintenance as requested. I missed that the 60K maintenance was $756.85 AND a charge for a wheel alignment had been added on for $194.35 on top of that. The website does NOT list tire rotation or alignment as part of the 60k package (screenshots attached); they are add-on items. Had it been discussed with me, I would have declined the service as I am replacing my tires soon. Anything not indicated on the initial appointment request or in the 60k package should have been brought to my attention to approve individually and specifically.It was not until the next day that I noticed the price disparity between my initial online estimate and the final invoice. Additionally, the itemized breakdown was unchanged ($756.85 for just the 60K mile maintenance), indicating the cabin filter cost maybe wasn't deducted as he previously stated. I called and spoke to my service representative; he claimed the alignment and rotation was part of the 60K package (it is not on the website) and that the filter price was adjusted, but it sounded like he did no verification before blowing me off.I'm frustrated by the breach of consumer trust. I only booked the 60k maintenance, which cost 26% more than the web estimate, supposedly with price reduced for the filter AND ended up paying for a service (alignment) that I did not expect nor need. Total cost was $992.61, 59% higher than advertised. I would like the cost of the alignment refunded, the invoice verified for the filter, and recommend they update their web estimates.

  Business Response

  Date: 03/26/2024

  Left customer voicemail today.  Waiting to hear back

• Initial Complaint

  Date:02/19/2024

  Type:Product 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 October 5th, 2023. I submitted a $500 refundable deposit to Principle Volvo of San Antonio for the EX30 car. I requested the deposit back on February 5th by calling the dealership. I spoke to the sales manager who confirmed they had the deposit under the order number : US-**********. I was then told they would call me back? They never contacted me. I contacted Principle Volvo again on the 8th of February and a similar incident occurred. I then called Volvo corporate customer service on 10 February, 2024, and emailed Principle Volvo again on 13 February, 2024. I then called Volvo customer service again today 16 February, 2024. Each time I have been told that they had my order number, but each time they have failed to email me or contact me again confirming the return of the refundable deposit. I will attached the deposit email and the contact at Principle Volvo. At this point, I am not sure why they are holding my $500?

  Business Response

  Date: 02/29/2024

  customer was refudned on Frbruary 16.

  Customer Answer

  Date: 02/29/2024

  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. I have been refunded.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:10/24/2023

  Type:Customer Service 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.

  Went to dealership and test drove vehicle on 19 Oct 23. Decided to purchase vehicle. Was given purchase order by salesman and secured loan for $17,000 and set up Autopay with *************************** FCU. That evening, I informed the salesman I couldnt make it to dealership before they closed on 19 Oct. The plan was to go back on 20 Oct 23 to complete the deal and I was told not to go before 12:00 when finance opened. I sent the salesman the draft letter from RBFCU showing loan was financed and and proof of insurance. On 20 Oct 23, right before I was ready to go to Principle Volvo, the salesman called me and told me there was a problem with vehicle and went on to say he damaged vehicle when pulling out of parking garage. His description of vehicle didnt sound too serious, so I drove to dealership to look at vehicle. The vehicle had serious body damage to top, hood, fender, doors and roof rack. I contacted RBFCU and asked about canceling the loan because of damage. Was given a list of mandatory items needed on an official letter/memo on the dealerships letterhead. I gave the information I had written down to the manager, ***** who told me Id have the letter within the hour. Two hours later I contacted the salesman **** and told him I did not receive letter. I received an email from ************************* later but it was just an email without an attached document. I forwarded the email to the credit union which contained most of the required items. On Monday 23 Oct, I sent salesman the attached picture and requested the letter. No response. I sent ***** no less than 3 emails and received the same email hed previously sent. I offered to type it myself if he sent the letterhead. No response. Im in limbo because of simple letter. Cant finance another vehicle and their lack of response is costing me time and money. I just need an emailed document and nothing more.

  Business Response

  Date: 10/24/2023

  Requested document provided directly to RBFCU on October 23 and to ************** October 24.  Case closed.

  Customer Answer

  Date: 10/24/2023

  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:09/15/2023

  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.

  Warranty cancellation. All required paperwork was sent to ********************************* as requested before July 10, 2023. She told us we would get a refund within 7 to 8 weeks and she is still giving us the runaround. We have not received our refund as of today September 14, 2023.

  Business Response

  Date: 09/22/2023

  customer refund received.  origianl refund was processed and sent to old address in ******, **.  original check was cancelled and check sent by Volvo to new address in *******.  Confirmed with cutomer that check was received.  closed.

  Business Response

  Date: 09/22/2023

  customer refund received.  origianl refund was processed and sent to old address in ******, **.  original check was cancelled and check sent by Volvo to new address in *******.  Confirmed with cutomer that check was received.  closed.

  Customer Answer

  Date: 09/25/2023

  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:09/01/2023

  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.

  I cancelled a gap warranty claim around July 5,2023 and was told it would take anywhere from 4-6 weeks. I emailed finance director ****** on August 23, 2023 and he never responded. I left a vm for ****** in the corporate office and he never responded. I came to the dealership and I see ****** in his office and request to speak to him and I get the response he is in contracting so it could be more than an hour mind you ***** is in his office. The dealership is the worst with customer service and communication and someone from corporate really needs to know. This is the second time I have had an issue with this dealership and this is ky first and last time purchasing a car here.

  Business Response

  Date: 09/22/2023

  refund sent to customer on september 15.  case resolved.

  Customer Answer

  Date: 09/25/2023

  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:08/07/2023

  Type:Sales and Advertising 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 August 1st, 2023, we purchased a used Infiniti 2015 QX60 SUV from Principle Volvo for $11,000 cash. We checked the engine, did a test drive, and were shown the Carfax, which didn't disclose any issues. At no point did the sales representative, ******, mention or disclose anything wrong with the car. He stated no mechanical inspection was done on the car. I asked if a technician could look at it prior to the purchase, and he talked me out of it. The car stalled twice on the way home from the dealership. At no point were we informed the car stalls out. I posted a one-star review on their ****** page. A manager named **** reached out and promised to resolve the issue, and I took down the review in good faith. But no further attempts were made by management to contact us or resolve the issue. We checked with *********************, who per the CarFax did a mechanical inspection before the car was traded in and then sold to Principle Volvo. ********************* informed us that the previous owner stated the car stalled out 3 times on them - once on the highway. Due to the nature of it being a used car, we changed the oil for the recommended oil per the manufacturer, replaced the battery, and the air filter, hoping that would resolve the issue. It seemed to work temporarily. The car stalled out again on us, thank God on an exit and not the highway. We have 3 little kids - we could've easily been rear ended and seriously injured or even killed if it stalled out around cars going highway speed. The stalling was a known problem disclosed by the previous owner, and yet Volvo still sold it to us, with no disclosure of it. We want our $11,000 cash back.

• Initial Complaint

  Date:06/23/2023

  Type:Customer Service 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.

  I purchased a car on 6/22/2023 and was told by the finance director ******* that she will email me over a document showing how much equity that I will receive. I never got the email so I reached out a few hours later just to be told she got busy and will do it tomorrow and then they say it is due to a delay with corporate and that is not at all what she told me. There is some heavy integrity issues within this company.

  Business Response

  Date: 07/03/2023

  Spoke with **************** today, July 3.  Thoroughly reviewed policies and procedures and setting of expectations.  **************** is satisified now and the case is resolved.

  Customer Answer

  Date: 07/05/2023

  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,
  
  ***********************