Complaints

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:06/14/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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 place a reservation (Order #: ********) to purchase a Volvo EX90 on November 9, 2022 with the understanding that we would get a full refund of our deposit if we decided not to purchase the vehicle. The car was available January 2025, but made the decision not to move forward with purchasing it. We communicated this decision to the dealer as well as cancelling it online. We received email confirmation that our order was cancelled on January 24, 2025 and a refund for our deposit would be given. We've contacted the dealer numerous times and escalated the situation to corporate Volvo Car *************************** Numerous emails from the ******************** indicated that the refund is being processed and as of today June 14, 2025 we have not received our $500 deposit. We have text messages and emails indicating the reservation is cancelled and the deposit is to be refunded.

  Business Response

  Date: 06/18/2025

  To whom it may concern we just need some information to contact customer so we can cut them a check. Check will be available  for pick up within 3 days thank you  .

  Customer Answer

  Date: 06/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as I receive my full refund and the check is available for me to pick-up by the end of the week.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 Volvo S90 in for service because the air conditioning wasnt working. I was informed there would be a $235 diagnostic fee, which I approved. After the inspection, I was told that blue dye would be added to detect any leaks, and that the total repair would cost $2,359. I agreed to the service and returned two days later to pay for and complete the repair.After picking up my car, I immediately noticed a rattling noise coming from the passenger side every morning when I started the vehicle. It sounded like loose screws or something left unsecured, and it only began after the ** repair.About a week later, the ** began blowing cold air on the passenger side but only warm air on the drivers side. I returned to the service center and shared my concerns. The representative mentioned needing to add blue dye again, which confused me because I believed that had already been done during the initial repair.After some discussion and re-evaluation by a technician, I was told the evaporator had a leak and that fixing it would cost an additional $4,370. At this point, Im extremely frustrated. I already paid $2,430 for a repair that did not resolve the issue, and the evaporator was never mentioned as a problem during the initial ***********, not only is the ** still not functioning correctly, but the noise from the area worked on remains. Its unacceptable to charge customers significant amounts for repairs without fully diagnosing the problem or delivering a lasting solution.I would appreciate an explanation of what was done during the original repair and why the evaporator issue was not identified then. I also want the noise issue to be addressed, as it only started after your team worked on the vehicle.

  Business Response

  Date: 06/13/2025

  To whom it may concern, ******** ****** was notified on her first visit that we would have to repair and recheck to make sure concern was repaired, unfortunately  there is various A.C  components that can cause A.C  failure and would have to start by replacing what was needed at that time. Now we did reach out to  Volvo for assistance on the additional A.C repair  and they are willing to cover the labor being that we followed Volvo guidelines on diagnosis.  You can also see from the invoice that i attached that we explained that it would have to be recheck if concern is still present . I will also offer to pay for the part so there is no additional cost to the customer. we will also diagnosis the noise that she has in her dash an no additional cost to her. We strive to stand by our customers and show our loyalty for purchasing Volvo. Thank you  sincerely ****** ********* Fixed  operation director .  

  Customer Answer

  Date: 06/13/2025

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

• Initial Complaint

  Date:03/13/2024

  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.

  Purchased a car and extended warranty for a 2015 RAV4 from International Autos (Volvo Orland Park) on 2/8/2024. No issues were disclosed to us during the purchasing process. Just 9 days later, lights came on the dashboard, and we had to take the vehicle in for inspection. The Toyota mechanic who inspected the vehicle found extensive damage worth over $7,000. All of these damages should be covered by the implied warranty of 15 days and 500 miles in the state of ********. However, the dealership is claiming that it is a used car and not their responsibility to fix, even though it is 100% their responsibility. We purchased an extended warranty for the vehicle hoping to protect ourselves from something like this, and now the warranty provider is saying they won't cover the issues as they were pre-existing, despite no issues being disclosed to us during the purchase. We are seeking International Autos to admit fault and pay for the undisclosed damages. We are also willing to return the vehicle for a full refund. - I've included the quote from the dealership explaining the extent of the damage, and the Implied warranty we signed that shows no issues being disclosed to us.

  Business Response

  Date: 03/16/2024

  ***************** has not conducted any business with us. He is the significant other of a customer of ours. The customer purchased a used vehicle from ** and drove the car from ******** to ********. 2 weeks after purchase ***************** reached out to us stating that he noticed the car was leaking fluid and had it taken to a local shop where they claim that the transmission was overfilled. During the inspection, the shop they had taken it to had recommended some maintenance items to be considered on the vehicle. After it was determined that there was no mechanical damage to the transmission, the initial complaint, we offered to cover the transmission service plus an additional $500 for inconveniences. ****************** has declined our offer and wants us to take care of everything recommended by the mechanic. We also offered for ****************** to return the vehicle. ***************** was unwilling to bring it back and demanded that we would have to arrange transportation from ********, which we declined. ****************** continues to call multiple people at our dealership everyday using profanity, threats, and abruptly hanging up.
  
  

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21426506
  
  I am rejecting this because: International Autos' response is a perfect example of why I felt compelled to reach out to the BBB for assistance with this dispute. From the very first sentence, their response is riddled with inaccuracies and mischaracterizations.

   To begin with, while my girlfriend signed the paperwork, I was the one who paid for the car in question. I also accompanied her to the dealership, spoke with the salesperson, and was the one who negotiated the deal. To say that I have "not conducted any business" with this dealership is absurd and an outright lie.

   Furthermore, International Autos completely misrepresents the issues with the car. The car came with a 15-day/500-mile implied warranty covering any drivetrain issues, as required under ******** law. Within nine days of purchase, problems with the car arose and required major work. Within 12 days of purchase, I brought these issues to the attention of International Autos, and not 2 weeks after purchase as the response stated. I have the Emails and Text messages from the initial communications saved.

   The issues with the car were not merely "suggested maintenance"; they were (and still are) issues with the drivetrain, including both the rear hub assemblies, knuckles, and the transmission. It was discovered that International Autos' own mechanic had overfilled the transmission fluid, causing issues within the transmission and requiring the engine to be thoroughly cleaned. International Autos claims they offered to fix the transmission issues plus an additional $500. This statement is also untrue. The highest offer I have received from International Autos is $1,000, from *******************. The transmission issues alone will cost roughly $2,307.05. I'm more than willing to get another opinion on the quote to see if the $2,300 quoted for (transmission issues only) is an accurate representation of costs for damages International Autos did NOT disclose during the purchasing process.

   While the rear hub assemblies are not part of the transmission work, they are certainly a part of the drivetrain and are certainly covered by the 15-day/500-mile implied warranty. It is undisputed that these issues arose during the warranty period and that they are issues covered by the warranty. Therefore, it is not sufficient for International Autos to cover only the transmission issue caused by their mechanic; they are also responsible for the necessary repair and replacement of the rear hub assemblies.  I've attached the implied warranty document highlighted, and it can be seen that they did not disclose any issues with the vehicle during the purchasing process. Furthermore, they have been sticking to the excuse that it is not their responsibility to replace the rear hub assemblies and knuckles due to the fact that we purchased a used car and "used cars have problems." I fully disagree that these issues should be addressed and my responsibility to replace when it was discovered well within the implied warranty guidelines.  What is the point of having an implied warranty if the ones responsible for the issues claim it's not their problem.

   As one can imagine, finding out that the car you just purchased needs over $7,000 worth of work to function safely is quite frustrating. Adding to that frustration is the fact that after weeks of negotiation, the dealership responsible for the problems is still offering less than 1/7 of what it costs to correct the issues. I have made it a practice to call daily to attempt to resolve this matter. It is likely that I have expressed my frustration in those conversations due to the nature of the extremely low offers and the total lack of communication with the General Manager. However, I want to make this very clear, I have never threatened International Autos or any of its employees. That characterization, in particular.

  There is one mischaracterization, however, that pleasantly surprised me. International Autos claims that they offered to have me return the vehicle. While that never happened, if it is something they would still accept, we would return the car for a full refund willingly. In fact, we can have the car brought back from ******** and can deliver it to them at an agreed-upon date.

   

  Sincerely,
  
  *****************************