ComplaintsforPatrick Volvo Cars

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently bought a Volvo in May. I paid Patrick Volvo/Cadillac to register the vehicle in my state of ******. I have spoken with my local county in ****** and they advise I need to get the registration and temporary tag from Patrick Volvo/Cadillac. They have registered it, but not given me the required documentation to drive it legally on the road (i.e. temporary tag and registration). They have had 4 months to accomplish this and I am left with a car I cannot legally drive on the road. All subsequent information they have needed I have given to them in a timely manner, however I have called over 50 times and sent over a dozen emails throughout this process and am still left with a car I cannot drive. It has been very frustrating when I paid for this service and they cannot even attempt to fix it or give me some sort of temporary tags so I can drive my vehicle.There has been no feedback or response and Ive talked with at least 6 people whether in finance or license and registration. I have also talked with a general manager. They have failed to provide me with temporary tags as registration has taken longer than needed. They also filed registration a week before my cars temporary tags expired. No one can answer me as to why there has been no progress and Ive talked with the *** and they have stated that it is up to Patrick Volvo to send me registration

  

  Business response

  09/07/2022

  We apologize for the delay on your paperwork.
  
  

  Our License & Title Clerk did explain that your original paperwork was sent to the county you lived in based on our records and due to your move had to be redirected to your new county office. This change did cause an approximate 3-week delay.
  
  

  The new facility in your current county informed us on 8-11-22 that there were additional taxes due and your payment for this cleared on 9-6-22.
  

  
  On 9-7-22 the ****** ********** of ***** Vehicle informed ** that your paperwork is in process and a temporary tag is being mailed directly to you.
  

  
  If you have any questions,please feel free to contact ***********************, General Sales Manager at ************ or via email at **************************************.
  
  

• Initial Complaint

  01/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Patrick Volvo in late October 2021. At the time of purchase, I purchased an extended warranty for tires/wheels. I have since requested the cancellation of that policy through the warranty company who stated the dealer would provide a full refund. They would mail the refund check to the bank that financed the vehicle. They stated that would take up to six weeks. This process occurred on 11/22. During this time, I refinanced the vehicle with a different bank. I forwarded my new lender information and account number to the dealership at least three different times via email starting on 12/14 and received no response. I called the dealer several times and was told someone would call me back. They have not. I am simply asking that the refund in the amount of $1130 for ***************** coverage by processed and sent to my current lender.

  

  Business response

  02/01/2022

  Hello ********************
  

  On behalf of the Patrick ************ Customer Relations Team, we would like to apologize for the lack of communication along with an apology that the cancellation of your products has taken so long which in turn has delayed the refund.  
  

  Generally, cancellations of extended coverages take approximately 6 to 8 weeks but unfortunately, they are now taking anywhere between 8 to 12 weeks.
  

  In addition, It appears that we do need proof of payoff of the original loan the products were purchased on in order to release the refund to the appropriate parties. We apologize if this information wasnt clearly communicated.
  

  Proof of payoff can be sent directly to the store manager ********************* at ************************************ who will make sure it gets to our general office to process the refund.
  

  In the meantime, if you have anything further or any questions, please feel free to reach out to **********************************************.
  

  The Patrick ************ Customer Relations Team
  

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Volvo xc90 we bought is awesome. However, ************************* and ************************* were terrible to deal with. **** misrepresented the interest rate on the loan, but it was too late to back out of the deal because we already sold my wife's car. When I discussed the issue with ******, he was condescending and argumentative. **** also promised an upgrade to my wife's xc90, but has failed to follow through. We have called and e-mailed for weeks and nothing has been done. I would not buy a car from this dealership again.

  

  Business response

  01/28/2022

  Hello ****************,

  
  On behalf of the Patrick ************ Customer Relations Team, we would like to thank your feedback and apologize if communication was clearer regarding the purchase of your Volvo XC90 and the option to choose another vehicle.
  

  Our records indicate that a **** of Sale and Retail Contract were signed on January 3, 2022, with annual APR of 2.99%.
  

  Our team has been willing to take the vehicle back and is willing to help find a vehicle that fits your needs.
  

  We do have email correspondence with ***** on January 14, 2022, regarding the option to return the car however,as of January 27, 2022, we havent received or taken in a similar Volvo XC90 and will certainly reach out to you when something does arrive.
  

  In the meantime, if you wish to work with our team on an in stock vehicle please feel free to call ***** at *********** or if you prefer you can also contact ********************************************** for assistance.
  

  Our team is determined and dedicated in making the sales experience for every customer enjoyable and satisfying and we look forward to helping you achieve this.
  

  The Patrick ************ Customer Relations Team

  
  

• Initial Complaint

  04/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On January 20, 2021 I put down a $3000 payment on a XC60 T8 custom ordered car. The vehicle arrived on 4/12/21 and I purchased the car with cash on April 14, 2021. On April 18, 2021 a check engine light came on and the vehicle stopped allowing ECO mode. It has been at the Patrick Volvo service center since April 19, 2021. I have asked for my money back. I have asked to speak to a supervisor at Volvo USA. I get nothing but “I’m so sorry” and “We are doing our best.” None of these responses are adequate. Volvo sold me a defective car. But they won’t stand behind the car. Instead, I’m left to driving my old car. No attempt to give me an adequate loaner, only a small sedan that costs $30,000 less than my car.

  

  Business response

  05/04/2021

  On behalf of Patrick Volvo Cars, we would like to provide further feedback regarding your complaint, and we apologize if communication wasn’t clearer regarding the repair to your new Volvo.

  
  Vehicle arrived on April 19, 2019 and a tech case was opened with Volvo Cars regarding your vehicle.

  Afternoon of April 20, 2021 Volvo Cars advised us on what repairs needed to be done and what part needed to be ordered. The part needed to be ordered from Sweden.

  
  April 21, 2021 a critical part order was placed with Volvo Cars in Sweden. Orders typically take 7 to 10 days to arrive from Sweden, but we did request overnight delivery and was shipped as such but, unfortunately the ordered part to repair your vehicle has been held up in customs.  

  
  May 4, 2021, we opened a case with UPS to try and get more information and UPS did reply that they did receive the part from customs and should arrive within 1 or 2 days.  Someone will be in contact when the part is received.

  
  If you would like assistance with what steps can be taken regarding a refund or who you can contact, please contact Justin Rupp/Sales manager/Patrick Volvo Cars [email protected].  
  

  Customer response

  05/05/2021

  
  Complaint: 15425709
  
  I am rejecting this response because:

   

  I have already spoken to Justin Rupp.  No option for a refund has been given to me.  I told him that I want a refund.  The car is defective.  Three emails to Volvo USA has gone no where.  Attempts to speak to a supervisor has been refused.
  
  Sincerely,
  
  Marc ******

  

  Business response

  05/07/2021

  Hello Mr. ******,

  
  Patrick Volvo Car is unable to provide a refund. A direct return or refund does need to be handled with Volvo Cars USA. Unfortunately, a request of this type is not something Patrick Volvo Cars has the option to do.

  
  We can work with you on a possibly trade in.

  
  If you need further assistance regarding refund, please contact Volvo Cars USA 800-458-1552 or if you would like to see your options on a trade in, please contact Justin Rupp [email protected] 

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