Complaints

This profile includes complaints for Volvo of Midlothian (Haley Auto Group)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Volvo of Midlothian (Haley Auto Group)

  9811 Midlothian Tpke N Chesterfld, VA 23235-4811

  
• 

  Volvo of Midlothian (Haley Auto Group)

  PO Box 35046 N Chesterfld, VA 23235-0046

  

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:06/22/2024

  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 purchased a car March 27th from Volvo of Midlothian.The very next day the check air bag light came on I called the dealership and was told that it was just a sensor.The following month the car had issues switching gears then it started making a ticking sound when I took my car to get checked I was told I needed a engine I tried calling the dealership where I got the car but no one was willing to help the workers were very rude with me.

  Business Response

  Date: 07/11/2024

  The vehicle is a 2012 Chevrolet Tahoe with ******* miles on it, therefore it was sold As-Is with no warranty coverage.  ************** was informed of this at the time of purchased and she signed a document accepting this as an As-Is vehicle.  Unfortunately, we can not know what the future holds for any vehicle, thus we have set up a policy that all vehicles that are 8 years or older, with more than 85k miles on them are sold as-is.  Also, she declined any additional coverage that would have possibly covered the engine or other mechanical issues.  I have attached a copy of the Buyers Guide, stating the As-Is info, as well as the declination of the **************** Contract.  Thank you, *************************

  Customer Answer

  Date: 07/15/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I was not made aware that nothing was wrong with the engine I was charged thousands of dollars for a vehicle that messed up days later then when I called about it I was told it was just a sensor 
  
  Regards,
  
  ***************************
  
  
  
  
  

• Initial Complaint

  Date:09/13/2023

  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 brought my car to dealer for mold issues. They said sunroof leaked and replaced seal and sent car back. The mold continued to grow and smell so I brought it back. They said there are two seals on sunroof and they only had replaced one They replaced the other cleaned mold and sent home. The card still smelled of mold and was undriveable. Had the car detailed and they found mold in areas of car that dealer ignored. Got better but still smelled. Did research and the dealer should of replaced all filters, they did not. Sent car back and had filters replaced. Still smelled. Finally brought card to company (*************) that specializes in water remediation. They said the carpets need to be replaced as there was mold underneath that has gotten worse as it was ignored my dealer. The dealer should of referred this to water remediation but instead pretended to know what they are doing. The costs for the repairs are now $2500 that the dealer should pay.

  Business Response

  Date: 09/13/2023

  We took the carpets out and cleaned them in October of 2020 when we replaced the drain tubes.  The drains then became clogged in October of 2021.  If the vehicle is parked under trees at home or at work, the drains need to be flushed out regularly.  Unfortunately, sunroofs do leak and the drains are there to prevent the water from coming into the vehicle, however when they are clogged from debris, the water can spill over.  I am willing to assist in the repair of the interior in the amount of $800.  This amount is half of the water damage on the repair order that was attached.  The ** seat bottom being replaced is not due to the water damage, which is a total of $749.13.  Thank you very much.

  Customer Answer

  Date: 09/13/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *****************************
  
  
  
  

  Customer Answer

  Date: 10/10/2023

  Hi,

  
  

  I had filed a complaint against Volvo and they agreed to a settlement.  I have not heard from them since this was closed.  I have called the manager at the dealership 3 times he does not return my calls.  
  

  
  

  
  

  Business Response

  Date: 10/10/2023

  I have paid ***************** $800 directly as agreed upon originally.  The receptionist there said that she was going to forward that receipt to *****************  I have attached the receipt here to view, that payment was made on 9/29/23.

• Initial Complaint

  Date:09/26/2022

  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 sold them our car a month ago, we have confirmed that the lien has been paid off, but they won't send us a check. The said it's their policy to wait until they have the title in hand but now it's been over 30 days and they won't pay us for the car they now own. Expectation was that they would mail us a check in a couple of weeks.

  Business Response

  Date: 09/26/2022

  We told them that we can not release funds for the vehicle that they sold us until the title is in house.  We still have not received the title, therefore we don't "own" the car, it is still in the customers name.  I have instructed our accounting office to get the check ready and they can come by and pick up the check.

   

  *************************

• Initial Complaint

  Date:05/07/2022

  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 purchased a 2020 Volvo *** Momentum in April of 2020. The car is still under the full manufacturer's warranty. The problem involves a software feature of the car. The Traffic/Speed Camera Notification is not working. The Svc dept informed me they didn’t know how to fix the problem and as a result created an “Open Ticket” with Volvo Headquarters. The dealership is NOT providing me any updates on the status of my required repair, and has literally neglected to answer any of the BASIC questions I’ve posed to them multiple time regarding the status of my car’s repair. I initially took this problem to the m 14 Mar 2022. My questions were: #1 what’s the status of my pending repair, #2 Explain to me how an “Open Ticket” works and what should i expect from one being opened in terms of how it will resolve my issue. #3 I asked if I personally needed to contact Volvo HQ regarding resolution to my issue…if so I requested contact information for personnel a the HQ. After 5 to 6 weeks of no updates. I contacted the service dept, where I’ve been getting constantly stone walled and put off about the status of my repair. Most times receiving a response of “I’ll check on it and update you tomorrow” No updates ever followed. I’d like to find out what’s going on with their efforts to find a fix to my issue and have my questions answered. I’ve been emailing the local service manager (non responsive) and recently I emailed the General Manager regarding my concerns. The car is drivable and in my possession.

  Business Response

  Date: 05/26/2022

  Shad, our service manager, had made multiple attempts to reach Mr. ******* by phone to explain the issue with the ***.  The vehicle is not equipped with the feature that he is inquiring about, as to the reason it "is not working".  On May 7th, Shad emailed Mr. ******* the correspondence from Volvo's technical team, which I have attached to this email.  Unfortunately, that particular feature can not be added after the fact, only when the vehicle is originally manufactured.

  It seems that the communication from our end was lacking, but was attempted though phone calls.  I have spoken at length with Shad about Mr. Stewart's concern and expect a better outcome moving forward.

  Rand H*******

  General Manager

  Volvo Cars Midlothian

  Customer Answer

  Date: 05/27/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]

   

  I can no longer tell if this dealership is willfully deceiving me or is just woefully lacking in the knowledge of their products.
  
  
  
  
  I don’t know about “multiple attempts” However,  on 7 May 2022, Shad did indeed respond to me via a "text message" requesting I contact him and I DID NOT. 
  
  
  
  
   I’d indicated in my prior correspondence with Shad,  I would not be “personally" communicating with him again. This was a good decision on my part 
  because  I knew I would receive more incorrect or misleading information.
  
  
  Based on the dealerships attached response my concerns were justified!
  
  
  Funny thing is,  this feature they say my vehicle does not contain… I GOT  IT TO WORK!! ... by sheer accident.
  
  
  So I guess they’ll go on misinforming their other customers?
  
  
  The feature works differently than I thought, but IT WORKS just as describe in the manuel when certain conditions are met (the same manual they say states the 
  feature does not exist).
  
  
  So to say my car does not have the feature is inexcusable!
  
  
  
  
  I knew the dealership response would be lacking when I sent a copy of my complaint to Rand
  H******* and he didn’t feel the need to personally reach out to me (even though I did not request he do so).
  
  
  As for what I would like at this point…  I'd like my complaint posted to the BBB web site.

  
  
  
  In addition, I'd like for you to share this response with Shad and Rand H******* (General manager).
  
  
  Let them know, I’m going to continue to have my vehicle's service issues address at their dealership.
  I’’ll always lead with  courtesy and respect, but I won’t tolerate poor customer service
  or blatantly bad information being conveyed.
  
  
  
  
  BTW, did you (Better Business Bueru) received the attachment Rand H******* said was attached from Volvo. The attachment
  he said, stated the feature was not included in my car?  The dealership response I received from you contained no such attachment.
  
  
  My enclosed ATTACHMENT: shows this feature now WORKING in my car!
  
  Regards,
  
  ***** *******
  
  
  
  

  
  

  Business Response

  Date: 05/31/2022

  BBB,

  My reason for stating the vehicle does not have the described feature was based off of a factory build sheet and printout of the features.  It clearly states that the feature in question is not installed on the vehicle, now if it somehow working now I am very pleased to hear that and happy that Mr. ******* is benefiting from it.

  I am honestly sorry for the lack of customer service that Mr. ******* received, we were clearly in the wrong and at no time did we respond with an appropriate  answer.  We will work to regain Mr. Stewart's trust in us moving forward and make sure that we are more responsive in our communications. 

  Our interaction with Mr. ******* will be used as training for what not to do and show our team exactly what not to do as we look to improve customer satisfaction.

  Sincerely,

  Rand H*******

  Customer Answer

  Date: 06/04/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]

   

  My desired action from you the Better Business Bureau is to simply post my complaint to your 
  website…I don’t feel the dealership has taken full accountably in light of them making statements
  like  the following:
  
  
  "My reason for stating the vehicle does not have the described feature was based off of a factory build sheet and printout of the features.  It clearly states that the feature in question is not installed on the vehicle, now if it somehow working now I am very pleased to hear that and happy that Mr. ******* is benefiting from it.”
  
  
  
  
  Note: I never received the above referenced  documentation stating the feature was not apart of my vehicle… (i'd like to received that) just the opposite my owners manual
  and the settings present in my vehicle both reflect the feature is indeed built into the car…not to mention the feature is now working.
  
  
  Enough…please post my complaint to your web site and let’s move on….
  
  Regards,
  
  ***** *******