ComplaintsforFields Pag IL, Inc

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to Fields Volvo in Waukesha today and they refused to call the extended warranty company to get service done on my 2022 XC90. I have a service maintenance agreement and they don't want to honor it. **** the service manager is telling me that it is $824 to perform the ***** mile service on the car and I have to pay for it because they will not call my warranty provider to get paid. There is always an issue with **** when we come to this dealership. This is putting a bad taste in my mouth for Volvo ownership.

  Business response

  12/19/2023

  We try to accommodate all of our customer's with regards to maintenance and warranty plans that Fields does not offer, however; we have warranty companies that we will not accept due to late, or no payments received for our services in the past. This is similar to a Dentist or Doctor's ****** that does not accept all health insurance companies. Mr. and *********************** Maintenance plan is through MPP, and we do not do business with MPP due to slow pay issues with them in the past. This was explained to *************************** when she had brought the car in for the maintenance and she agreed to our terms when she was presented with her options. They can still get reimbursement from MPP by submitting the work order from us to MPP.

  Sincerely,

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

  General Manager

  Fields Volvo Cars Waukesha

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

• Initial Complaint

  09/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of transaction: 08/22/2023 Amount Paid: roughly $21,000 We have contacted this business about selling a faulty vehicle-likely not inspected/inspected properly. We will be in contact with the state **************** group has not responded to phone calls and voicemails over the last few days. The issues started on the drive home from the dealership on 08/22/23. My husband has stuck nearly $400 of his own money into trouble shooting the issue, only to find out that the engine has further severe issues. We have filed a warranty claim with the warranty we had purchased with the vehicle. Fortunately it covered what was the alleged issue, but due to further underlying issues, the issue persists. The mechanic is saying it likely needs a new motor. We feel that due to lack of a proper inspection-if any inspection, that we were lied to by the dealer as they did not disclose the issues with the vehicle prior to the as-is sale. As purchasers, we would like the dealership to buy the vehicle back, as we are no longer certain it will be reliable beyond the repair-if the warranty company even covers the repair.

  Business response

  10/02/2023

   

  ******* has been in contact with our General Sales Manager *********************************. ******* stated he is getting the vehicle repaired and the repair should be covered under the extended warranty that he purchased. ***** also stated we can provide him alternate transportation while his vehicle is being repaired.  When ******* returns from his vacation, he will contact ***** with an update on his vehicle. 

  All of our vehicles go thru a ********* State Safety inspection prior to being offered for sale. The vehicle at the time of the inspection did pass and we were not aware of an issue with the vehicle. 

  Once ******* returns from his vacation and speaks to *****, I can update you.

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had my 2016 Land Rover LR4 towed to this Madison wi dealership on Mothers Day, Sunday, May 8th, 2022. Called the next day so they knew it was there, said they would run diagnostics on it asap so I would know whats wrong with it. Today is Thursday June 2nd. Its been 4 weeks, they still have not even run the diagnostics. Ive been out of a vehicle for 4 weeks so far, they dont provide loaners anymore, so am I just supposed to buy another car while I wait? They also said it will likely take at least 3 months to actually be repaired after they figure out whats actually wrong with it. This is absolute ********. I called the Land Rover customer care and they have not done anything to expedite the situation at all. All they say is, there is only one certified technician, be patient. I think they should hire more technicians because I must not be the only one waiting forever for something that should have been done in the first week I brought it there. How long will it end up taking to get to my car to just tell me whats wrong with it? I will never buy a Land Rover again after this experience. Horrible communication, customer service, and wait time. The car also has a recall that needs to be addresses and I did contact the national highway traffic safety administration via the recall letter stating the longest wait time ever to have anything done about my vehicle, they told me to submit a claim here since clearly no one else cares enough to help me expedite getting my car repaired in a timely manner. Maybe you can help me with this. So disappointed in Land Rover customer service, Land *********************** zero ability to get me a loaner while I wait, and everyones excuse is there is only one technician. Just horrible experience all around.

  Business response

  06/08/2022

  Due to current issues with parts and staffing our ****************** is six to 8 weeks out for an appointment.  Our number one priority is hiring new technicians but there were labor shortages in this field even prior to the pandemic and it has only gotten worse since.

  The day the vehicle is towed in we schedule the next available appointment and Kendras appointment is June 10th. This appointment date is when we will diagnosis her vehicle.

  Once we know what is wrong with her vehicle, we will contact her with an estimate. If we need to special order parts she will have to prepay for the part and then we will order it.

  At this point I cannot give an exact date of when the parts will arrive because we dont know what is wrong with the vehicle. The 3-month timeline ****** mentions could be a worst-case scenario. Again, it all depends on what is wrong with the car.

  Since Kendras vehicle has about ******* miles, she will be responsible for the repairs. The manufacturer warranty is 4 years from the original in-service date or ****** miles whichever comes first.

  ****** didnt buy the vehicle from us so I have no idea what she paid for the vehicle, but we can make her an offer based on what we think we will get at the auction for the vehicle.

  We are aware of the N623 recall on her vehicle and it has been added to the repair order.

  Vehicles have many computer modules and in order for these modules to operate they need a semi-conductor/chip. There is a global shortage on these semi-conductors/chips. Due to the semi-conductor/chip shortage all manufacturers are producing limited vehicles as a result and cannot produce enough to supply adequate loaner vehicles.

  
  

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