ComplaintsforVolvo Cars Richmond (Haley Auto Group)

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my 2019 Volvo CPO XC60 on 7/1/22. I have had issues with premature brake pad wear and warping of rotors since purchase. I have brought my car to Haley Volvo on 10/17/22, 5/28/23, and 10/4/23. I have provided documentation such as technical journals and service manager bulletins released from Volvo Corporate stating these are known issues with the year/model. *********************** (Service Manager) has stated himself nor his department are involved with warranty claims, nor do they know how to file them, I have provided a Service Manager document directly with instructions after diagnostics of issues were received from technician evaluation. My car has been with Haley Volvo since 10/4 and no repairs have been completed, requests for warranty repairs to be submitted have also been refused. As of 11/13, *********************** stated in an email that my CPO coverage does in fact cover my brakes. I am requesting service be completed in a timely fashion and compensation associated be negotiated with Volvo Corporate as I have been extremely disappointed in the treatment I have received as a customer. *********************** has refused to provide a point of contact to escalate this matter to as well.

  Business response

  11/21/2023

  Customer came in on 5/18/23 with ***** miles with a complaint; Customer states vibration when driving over 50 MPH. At this time we found tires needing to be balanced and front brake pads heavily hot spotted and warped , with aftermarket brake pads. Also let the customer know on this visit the rear brake pads where at 1MM and needed to be replaced to prevent rotor damage. All work was declined.
  
  Customer returns 10/4/23 with **********. Came in to have the brake work performed that was discussed from the previous visit. At this time we found the rear pads have now worn into the rear rotors.
  The customer was supplied a loaner vehicle, and work was approved. The father then calls and wants to submit a complaint to Volvo due Volvo knowing about a rotor issue. The claim was submitted by the customer and was declined by **********************.
  
  The customer kept our loaner from 10/04/23-11/15/23 in attempts to have warranty cover the brake repairs. The customer advised us that the car had CPO, we called CPO and they could not find coverage on the car under the customers name. I also advised the customer and father that CPO does not cover Brake pads and rotors. We opted to still help and pay for the front brake rotors, they still demanded that they pay for nothing and have Volvo cover the brake repairs.
  On 11/14/23-*************************** approved the repairs.
  
  The customer *************************** came in on 11/15/23 and apologized and thanked us for he loaner .

  Customer response

  11/22/2023

  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.

  You refused to submit claims, for 6 weeks. Your service department refused to submit claims for warranty (goodwill or CPO). This if the FIRST I or my father am hearing from you that I did not have CPO coverage under my name, CPO coverage is under the *** not the name and is transferred when sold to another party (which was my case). 

  I was being threatened by the *********************** with charges for the loaner, this is the only reason the loaner was being returned. When I arrived to get my car, I no choice but to pay for the repairs as I needed a vehicle, he didn't even come out of his office. I had to specifically ask for him, the loaner charges were mistakenly taken off of the bill (which I thanked him for, I did NOT apologize) and he looked as his service team asking who did that? It  was an obvious error as they were planning on charging me for my loaner car. 

  I am asking *********************** to honor his email saying that the coverage is under my CPO coverage, whether this is a typo or not. Stand behind what you say to your customers and stand behind your word 

  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************************
  
  
  
  

  
  

  Business response

  11/28/2023

  As mentioned before we recommended a rear brake pad replacement on 5/22/23 (****** miles) when the brakes were measured 1 mm which is  is less than ******** State Inspection minimum of 2 mm. The repair was refused at that time. Five  months later on 10/4/23 (******) you returned to have the repair completed. At this time the pads were left with only metal surface which caused rotor damage which we warned about on previous visit. Brake pads are a wearing item and are not covered by warranty. When a repair is not covered by warranty due to neglect it is not up to the dealer to ask the manufacturer for assistance. It is up to the consumer to make the request directly with Volvo. We provided a loaner vehicle for this visit. We tried numerous times to get an approval to complete the repair and your response was to get Volvo agree to pay for the repair. We informed you that you needed to file a claim with Volvo. After Volvo denied your request and you would not approve the repair we requested that you return our loaner vehicle. Because the loaner was not returned for approximately 30 days we had no choice but to start charging you for the loaner. Eventually the repair was approved by you and we completed the repair. When you picked up your car we deleted the loaner car charges and charged you only for the brake repair performed. 

• Initial Complaint

  08/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a 2022 Volvo XC90 from Haley Auto/Volvo of Richmond on June 18, 2022 by referral from the *********** Buying Program. However, when I went to the dealership and provided my ****** email with verification number, the internet ***** **** ***** manager, and business manager (who is the ****** ***** point of contact) told me the XC90 was "exempt" from the ****** Auto Buying discount. However, ****** has informed me that Haley Auto/Volvo of Richmond dealership has not excluded ANY vehicles from the ****** Auto Buying agreement and should have provided me the discount. By not doing so, the dealership failed to honor its agreement with ****** and ****** members. Haley Auto representatives lied to me and possibly other shoppers sent exclusively to their dealership to purchase vehicles with a set price in a nonconfrontational climate. The business manager also told me that I should purchase an additional warranty because the "brakes would go bad and would not be covered under the manufacturer's warranty" and to purchase a sealant for the Volvo's interior/exterior because the dashboard "would fade in a year." When I dropped my Volvo off at the dealership two days later for the sealant, the Richmond Volvo technicians said I had not been given correct information. The dealership apparently has a habit of lying to customers to cheat them out of money. I went to Haley Auto/Richmond Volvo in good faith as a ****** customer. The entire sale should have been handled completely differently according to ******, who has an official agreement with this dealership. When the dealership lied to me about not honoring the ****** partnership, I had no idea that it was a lie or scam to just get customers in the door and then cherry pick which cars they would sell under the ****** agreement and which cars they would refuse to honor. I trusted them. Now, as ****** also investigates the dealership, I want to file a BBB complaint so other customers are aware of Haley Auto scams.

  Business response

  08/18/2022

  After researching *********************** purchase transaction we agreed to refund her the difference between the price she paid for her new Volvo and the ******************* pricing at the time of her purchase. We also cancelled the Commodore Protection Package she purchased and are refunding her the purchase price. 

  Customer response

  08/23/2022

  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 resolve my complaint -- however, I have not received the refund from the dealership. Once I receive the refund, I will gladly accept the resolution to this complaint.
  
  Regards,
  
  ***************************
  
  
  
  
  

*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. ↩