ComplaintsforNiello Volvo

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 28, 2023, I leased a Volvo C-40 Electric from Niello Volvo of ********** for $46,529. A down payment of $5,700 was made (car: $4,500, warranty: $1,200), completed remotely, and the car was promptly delivered.However, issues arose the next day on my commute: the car's communication system didn't pair with my phone, took up to 2 hours to charge, and wasn't suitable for long distances. I contacted the dealership to return it but was told it couldn't be done due to ********** law, with ***** and ****, the salesperson and manager, unavailable initially.**** promised a call back on December 1, 2023. When I visited the dealership, **** resorted to intimidation instead of resolving the issues. I returned the car on December 1, 2023, to **** but was urged by ***************** from finance to retrieve it.The car didn't meet my commute needs despite my expectations to reduce delays and gas costs. I want the dealership to keep the car, refund my deposit, and stop pressuring me to pick it up. The car's failure to meet its intended purpose necessitates a swift resolution without further harassment.

  Business response

  01/03/2024

  ******, thank you for your feedback. Valuing our customer is one of our core values and I appreciate you working with me to find a resolution that provides a better experience for you and your vehicle. Should you need anything in the future, I am here to help. Thank you, *****************************, Sales & Finance Director

  Customer response

  01/04/2024

  Dissatisfaction with Niello Volvo Group
  
  Dear BBB,
  
  I am writing to express my dissatisfaction with the resolution offered by the Niello Volvo Group regarding the recent dealings involving a vehicle contract.
  
  To clarify, the contract presented by Niello Volvo Group as a resolution to our issue has only exacerbated the problem, rather than providing a satisfactory solution. The negotiated offer proposed a subscription program for the same vehicle at an increased cost, significantly higher than the initially discussed terms. Instead of a three-year lease at the previously agreed-upon $456 per month, I am now faced with an exorbitant charge of $987 per month for **** miles, which falls short of the standard lease mileage allowance. This arrangement severely restricts the suitability of the vehicle for my business commute.
  
  Furthermore, the Niello Volvo Group failed to provide adequate disclosure regarding the range and anticipated timeline for upgrading their EV charging infrastructure. This lack of transparency has hindered my ability to make an informed decision about the practicality and functionality of the vehicle for my intended use.
  
  Moreover, I must express my dissatisfaction with the sales tactics employed by the Niello Volvo Group, characterized by undue pressure and a lack of clarity. While I acknowledge my responsibility to conduct thorough research, I placed trust in my local knowledge and expertise, which unfortunately did not align with my actual experience.
  
  I am disheartened by this outcome and seek a resolution that aligns with our initial discussions and ensures a vehicle suitable for my business requirements without imposing unfair financial burdens or mileage restrictions.
  
  I appreciate your attention to this matter and respectfully request your assistance in achieving a more equitable resolution with the Niello Volvo Group.
  
  Sincerely,
  
  ***********************************

  Business response

  01/15/2024

  Bethel, thank you for sharing your feedback.  It is a core value of Niello Volvo to enthusiastically value our customers and we hold ourselves to that standard. Even though we did not buy the vehicle back from you (per Californias no cooling off period), we feel we went above and beyond to help you into a subscription service that you suggested and inquired about in order to address your concern and dissatisfaction in your purchase. Yes, your payment went up but as previously discussed, your overall commitment to this vehicle has decreased significantly and youll be able to return your vehicle sooner than the much longer terms you agreed to originally. I understand you see this as a negative experience and for that, I apologize. Please know that we do value your feedback and concerns, so while we are not responsible for customer purchase decisions and ultimately try not to advise against purchase desires, we recognize the importance of clear communication,and will work to improve the information available to customers. This includes providing detailed resources, FAQs, and ensuring that our team is readily available to address any queries prior to a customers decision to purchase.  If you would like to speak with me in more detail, I would be happy to discuss the situation with you, *****************************, Sales &Finance Director. 

  Customer response

  01/16/2024

  I am rejecting this response because:

  Dear *****************************,
  
  Thank you for your response. While I appreciate your attempt to address my concerns, I remain dissatisfied with the outcome. The fact that you did not buy back the vehicle during ************ no-cooling-off period is understood, but the suggested subscription service has only resulted in an increased payment for me.
  
  The notion that my overall commitment to the vehicle has decreased is not a consolation, especially considering the longer terms I initially agreed to. Your acknowledgment of the negative experience is noted, but the proposed solutions seem to favor the dealership rather than truly addressing my dissatisfaction.
  
  Improving communication and providing resources is a step in the right direction, but it doesn't change the fact that I feel misled and dissatisfied with the overall transaction. If you are willing to discuss the situation in more detail, I am open to further conversation.
  
  Sincerely,
  Bethel

  
  

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a certified pre owned 2020 XC60 Polestar here in December 2021. Purchase experience was great. The service department is awful. They have ZERO clue what is going on, we are 7 1/2 months in and our due bill items are still not complete. The due bill is the items/repairs that need be completed and it is agreed upon on purchase day. My fianc showed up today for a service appointment to finish the due bill and a regular maintenance service, which we prepaid at purchase of vehicle, we told them we needed a loaner/rental for the day when we made the appointment. Did they have one ready? Nope. Did they call to tell us we wouldnt get one? No. Instead they tell my fianc when she arrives that she can get a rental from enterprise that SHE HAS TO PAY FOR. On what planet is that even acceptable? 80K+ invested in this car and this is just one example of the absolutely TERRIBLE service we have received. I would NEVER recommend this dealer to anyone for servicing of their Volvo. The experience has been awful, wont ever purchase a vehicle or anything by through them ever again. Their service is pathetic. UPDATE 7/21, the service department, once again, ordered the WRONG PART. This is the 3rd time. The incompetence of the people that work for this dealership is just embarrassing. Pathetic doesnt even describe how awful they are Update as of 11/28. Not only is our due ******************* NOT COMPLETEDNow we have more problems per usual with Niello Volvo. Now they are claiming I removed a tracking device out of a loaner car, absolutely absurd, and charging me $125. This dealership is amateur hour at its finest. I have never received worse service at any business than I have with Niello Volvo over this first year. If I could get my money back for this car and get something else, I absolutely would.

  Business response

  12/05/2022

  Good morning, *********************

  I appreciate you sharing your feedback and allowing us to make things right and provide you with a more positive experience. As I stated on our phone call, I will reach out when your part comes in and set you up with an appointment to get it installed. At Niello Volvo, we value your business and look forward to seeing you soon. Thank you, ***************, Service Manager.

   

   

  Customer response

  12/05/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am filing this complaint because I purchased a car from Niello Volvo, and was assured my vehicle had no issues. Upon driving the vehicle the first week I noticed an intermittent knocking sound when I would maneuver the car at slow speeds, less than 10 mph. I made an appointment with Niello Volvo, and took a test drive with one of the staff. The car was not making this sound at the time, so I was told to video the car while it was making the noise which I did. I provided the service department with this video. The service technicians at Niello Volvo performed an inspection, and did not find anything that they thought would be causing the noise. The car is a 2016 *** 528i.I was told by ******************* that he would contact Niello *** since they specialize in ***s, and could probably pinpoint the issue. I waited to be contacted by ****************** for about a week, so I reached out to him only to be told his service manager had been out for the past week, and he would get back to me. I waited for another week or so, no contact from the dealership, so I called again. I received an email from ****************** stating they could not find any recalls from the manufacturer, and to contact Niello ***, I replied to ******************** email, and have not received a reply. I only want my car to perform right, and not make the noise when I maneuver at slow speeds, this is not how I expected to be treated from such a highly regarded dealership.

  Business response

  12/12/2022

  We have gone above and beyond for this customer.  ******* store has gone above and beyond for this customer.

  Customer response

  12/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. They did what should have been done from the start. This situation would not have been elevated to this level. 
  
  

• Initial Complaint

  05/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Problem: Niello Volvo's ****************** has had my car for 2 weeks, and has consistently failed to provide adequate communication about the status of my repairs or notify me when my car will be ready. I dropped my car off on 5/8/22 for a scheduled appointment on 5/9/22. I authorized basic work, and then additional work totaling approximately $****, in preparation for a **** mile drive at the end of May. On 5/11/22, I was able to speak with the service advisor, *************. During this call, she promised 2 things: (1) she would call me 'first thing' on 5/12/22 with an update; and (2) if I needed to get in touch with her, I should call, and she will drop whatever's she's doing in order to take my call. It is 1 week later (5/19/22), and neither of these promises have held true. I have attempted to contact ***************** using the methods she provided - email, text, and phone. She has failed to respond to multiple texts, multiple emails, and multiple phone messages. I have no idea what's going on with my car, when I will get it back, or if I can even trust the quality of the work that this dealership is doing. I have also contacted Volvo ************* twice to report **********************'s negligent behavior. However, Niello Volvo has done NOTHING to attempt to resolve the situation. Resolution Sought: I'd like my car back, with the repairs made as authorized, no later than 5/20/22. I would like an apology from the Niello Volvo General Manager, ***************; an apology from the ****************** Manager, ***************; and an apology from the service advisor, *************, for the tremendous stress that their negligent business practices have caused me. I would also like my car washed and delivered to my home. I should not have to pay for Lyft or Uber and risk getting Covid just because of Niello Volvo's issues.

  Business response

  05/20/2022

  *****, thank you for your feedback. Valuing our customer is one of our core values and I appreciate you working with me today so I may provide a better experience for you and your Volvo. I will reach out tomorrow with news from Volvo.? Thank you,***************, Service Manager 

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We paid Niello Volvo in full for a car over two weeks ago (cash wired 11/19/21, plus trade-in delivered 11/21/21). They originally told us they would mail us the title and other ownership documents that Wednesday or Friday (11/24 or 11/26). They did not do so, and when we contacted them for a new ETA, they never gave us a date, only vague excuses. Now, the finance department is not even returning our calls at all, and when I call the Niello Volvo general line and ask for help, they tell me the finance department is with a customer and will call me back as soon as theyre free. They do not call back, not that day nor the next. There are consumer protections for ensuring we receive our title and registration by 15 business days, but wed prefer not to retain a lawyer to enforce those protections.

  Business response

  12/09/2021

  The vehicle the Brook Taylor purchased was financed when we acquired it.  When we purchase a vehicle with a payoff, the payoff is sent to the lienholder.  Once the payoff is received by the lender the lien is satisfied, the lienholder then releases the title and will send the title to the entity who paid off the vehicle.  Once we receive the title it will be sent to *****************.

  Customer response

  12/10/2021

  I am rejecting this response because:

  This response from Niello frames my situation as one that is expected or status quo, when, in fact, this dealership has failed to provide the title within 15 business days, per **************** law. Staffers from this dealership have told me they have no actual power to obtain the title because another dealership holds it. Thus, they cannot even give me a date when the title will arrive. Niellos behavior and choicesthe choice to accept money and a trade-in for a car for which they havent secured the ownership paperworkhave created this problem and placed the onus unfairly on us, the consumers, to drive progress toward any resolution. After talking on the phone with Niellos controller yesterday, I have agreed to wait until next Thursday before taking further action, but Thursday is an an arbitrary designationagain, because Niello claims to have no sway regarding when the title actually mails out. Im continuing to ask for the assistance of the BBB until we reach an actual resolution: the legally required transfer of the title to my husband and me.

   

   

  
  

  Business response

  12/17/2021

  We have received the title from the lender and overnighted it to the customer.

  Customer response

  12/17/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing a complaint about the Niello Volvo dealership at **********************************************************************. The dealership had no idea how to fix our car, and after about 5 months, we finally picked up our car and were charged for repairs that were not done. Volvo charged us for a fuel pressure sensor, a fan control module and a battery. Volvo charged us for a fuel pressure sensor, a fan control module and a battery. Volvo charged us for a battery change, but the battery died sitting in their back lot for 5 months. I contest these charges and I feel the dealership owes us a $663.02 refund. Volvo left our car dirty, low on gas and it had a tire dangerously low on air. There were black grease marks on the interior and evidently someone ate their lunch in our car, as there were food stains in it, too. The dealership had our car sitting in the hot sun for months and old gas was in our car causing damage because the lengthy time in the lot.

  Business response

  11/19/2021

  I am responding to ***************************************** concern with their last service visit with us, case number 16040965. 
  We received their 2010 Volvo S80 with ****** mile on May 5th 2021 after the customer picked their ********************** ** from another shop that could not fix the concern. The Hollensteiners did mention to us they spent cver $3000.00 with them replacing specific parts that did not fix the problem. 
  The car was dispatched to our 31 year Volvo experience shop ******* for the diagnostics. The time restraint was due in part to the car having an intermittent issue. It could take up to a week before we could replicate the concern. When the concern would happen, it had to be under a cold condition in the numbe- 6 cylinder. Once the engine reached operating temperature the issue would go away. 
  The reason the fan control module due to the fan staying on all the time. This was causing a large curren: draw that was causing false reading the engine control module. 
  The Battery was replaced due to low voltage and would not hold a charge. The battery would go dead overnight. The battery has a 5 year warranty and was over 4 years old. We did prorate the last of the life expectancy under warranty. 
  The pressure valve was replaced due to an intermittent sticking problem causing false reading to the engine control module. 
  I explained all of this to ******************************* and did advise her that we have to take care of what we know is faulty before we could go any further and this may not be the root cause and may need further repairs She did agree on 7.27.2021 at 4:0pm. 
  I also wanted to mention that the car did come in with a low fuel level and we actually had to add gas to the car so we could further diagnose the concern. We added the fuel on 8.11.2021 at 10:26am. The car never sat for a long period of time nor does fuel does break down that quickly to cause any type of damage to the duel system. 
  We did asked Volvo's Field Technical Representative to come out and assist us with diagnosing the concern With he and our shop ******* they worked together to find that the number 6 valve seat is loose ir the cylinder head and intermittently causing it to drop down and having the valve stay open. We found this by using the borescope. I did call Mr. ************ and asked that he come in to my office and go over our findings. He was kind enough to come in and discuss everything we found and gave him a few options. After discussing those and going over the costs he did decide to take the car. 
  This was a challenging issue and did take a considerable amount of time to locate. I waved all of the labor charges and only charged them for the parts. This was over $2000.00 cost and I mentioned that to The Hollensteiners several time and that I invested more in their concern than they did. 
  As for the cleanliness of the vehicle, I can assure that the shop ******* never ate in their car. I apologized for appearance of the car and stated a few time that if they would like to bring the car back we would perform a complete detail on the car. ******************************* said no that her husband was going to clean the car himself. I knew nothing nor did the Hollensteiners ever mention a low tire issue. Also the car was not out in the hot sun the whole visit with us as it was in the shop for a ma**rity of the time being diagnosed, 
  My feeling is after you read this letter, you will find that we put every effort and our own expense in play to diagnose The Hollensteiners 2010 S80 to the best of our ability. 
  Respectfully, 
  Rob Pane 
  

  
  

  Customer response

  11/19/2021

  I am rejecting this response because:
  There was limited space to type when I filed the original BBB complaint. We contacted the dealership numerous times and were told we would get a call back, but didnt. At one point, dealership staff told us the car was sitting in the back lot. No one was working on it due to short staffing, so it was not in the shop for the majority of the time as Mr. **** would like you to believe. There is definitely no room to garage our car as he says. Having fuel sitting in a car for 5 months not being driven is bad for the car not to mention the battery. We are not responsible for the diagnostic issues that were being waived and were never told how much the diagnosis was,because the dealership simply couldnt figure out what was wrong with the car,and it could not **** us for something it could not figure out. Mr. **** also avoids the fact that they still could not find resolution to fix the auto and did not replace part(s) that we were charged for. In fact, he really didnt know what was causing the issues and said it could be multiple issues, and because of that, he did not know if problems could be resolved with the options he gave us, some options costing more than the car was worth.
  

  Business response

  11/22/2021

  Please remove my email from this complaint ****************************** as I am not the manager of the Volvo Service Department.  The manager there is *************** and he can be reached at ****************************.

   

  Thanks, 

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

  Service manager

  jaguar ******************

  Customer response

  11/23/2021

  I am rejecting this response because:
  BBB, Would you kindly pass this on to *************** as requested? I did not intend to send anything to A ****.
  

  Business response

  11/30/2021

  I am responding to case# ********.   If we left the new sensor in the car uninstall, I sincerely apologize.  The customer can send the part to our parts manager *************************** or myself and I will make sure they get refunded for the part.  
  
  Thank you,
  
  Respectfully,
  

  
  

  Customer response

  12/02/2021

  I am rejecting this response because: I would like a full refund. However, I dont have a problem giving them back the fuel sensor part for credit. I had no details about who to send it to.  Can you provide the information and who it should be addressed to? Thank you. 
  

  Business response

  12/09/2021

  Please have the Hollensteiners send the part in it packaging to:
  
   
  
  ***************
  
  Niello Volvo
  
  ****************
  
  Sacramento **. 95841
  
   
  
  Once received I will have our business office cut a check and have it sent to their home address. 
  
   
  
  Thank you,

*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. ↩