ComplaintsforVolvo Cars Winston Salem

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 4, 2023, my **** ***** *** was taken in to the service department at the dealership for an oil change.At the time of drop off, the convertible top was catching when closing, so I asked that this be looked at as well.I was informed that there would be a $555 diagnostic fee to do so, which I agreed to.Shortly after dropping the car off, I was told that the rear headliner needed to be replaced and I agreed to having the repair completed.After two days, I had still not heard back from the service department, so I attempted to contact my service representative Vanessa. She was unavailable at the time, but I was informed that my car was ready to be picked up.I hadn't tried using the convertible top until Saturday, September 16 and upon trying to close the top, the same issue occurred and it caught when closing.This is when I noticed that electrical tape was placed on the very back panels of the headliner and the right rear tape had actually broken apart when the top was put back up.I contacted Volvo on Monday, September 18 to let them know what had happened to the top, my concern about the electrical tape, and that the top had not been properly repaired. I was subsequently given an appointment for the following Tuesday (9/26) for an inspection of what was going on. I took the car in late afternoon on 9/25 and was informed that I would need to pay an additional $555 diagnostic fee for the same issue the car was in the shop for initially. This was unfair as the car was not properly repaired to begin with. After a long period of time not hearing back from the dealership, I was told that I would need to pay another diagnostic fee and was accused of placing the electrical tape on the top myself before bringing it back to the dealership for the additional service appointment. I spoke with service managers Ralph and Les who were adamant that I was being dishonest by taping the top even though it was never repaired properly to begin with. Top is still not repaired.

  Customer response

  10/08/2023

  I have not heard from the business in response to my complaint.

  
  

  

  Business response

  10/10/2023

  On September 4th, 2023, Mr. *** ***** brought in his **** ***** *** for an inspection, oil change, tire rotation and requested that we diagnose why the convertible top liner was catching.  After diagnosing the headliner, Vanessa called Mr. ***** who was surprised that the vehicle was completed and explained that the headliner needed replacing and cost of the headliner.  Initially, the repair was declined by him.  Mr. ***** stated in his complaint that he never heard back from our service department for two days, all calls are recorded and Mr. ***** actually spoke to a service advisor on 3 separate occasions. 
  
  On September 18th Mr. ***** expressed concerns to our service manager, Ralph, that the top was not working properly.  When Mr. ***** car left our shop, the headliner was not binding and was opening and closing correctly.  All of the requests from the original signed work order were completed and addressed, a copy of the signed work order is attached.  During their conversation, Ralph Our service manager spoke with Mr. *****, he explained to him that at the age of his car, to keep the top working it could cost between $6,000 - $10,000 to keep the top working.  Volvo no longer manufactures this model and parts are difficult to get as well.  Ralph also informed him that the tech did show him the electrical tape that Mr. ***** is now mentioning and neither knew why it was there.  An appointment was scheduled on September 26th to diagnose the car again.
  
  Diagnostics found that the cable assembly was broken.  The cable assembly was not replaced on the previous visit and is a completely separate part and repair from the headliner.  When quoted the cost of replacing the assembly Mr. ***** became apparently frustrated.  Our general manager, Les Y**** spoke with him on the 27th.  After explaining to Les the chain of events, Mr. ***** told Les he saw the tape and thought it was a new design because it is a 2011 model, Mr. ***** stated that our service department and technician were lying that we had taped the ends.  Les explained to him that our master technician had tested the headliner and it was working properly and Mr. ***** said “he suspects it was not and that our general manager should admit that.”  If Mr. *** ***** had such suspicions, why did he wait over a week to test such and expensive repair?   
  
  Volvo Cars Winston Salem has been nothing less than transparent with Mr. ***** and he refuses to accept that his car is 12 years old and maintenance on a convertible luxury import vehicle is costly.  His frustrations do not excuse making derogatory remarks to our employees and false accusations about the competence of our technicians.    
  
  Attached you will find a copy the signed work order mentioned above, the repair order provided to Mr. ***** for the repaired headliner which was properly functioning on departure, and the work order to diagnose Mr. ***** concern on September 26th.   There was no wrong doing by Volvo Cars Winston Salem.
  
  Regards,
  Jennifer R*******
  Controller
  Volvo Cars Winston Salem

  Customer response

  10/16/2023

   I am rejecting this response because:
  
  The business is being dishonest about the repairs made to my vehicle. First of all, the response from the business mentioned that I had initially declined the convertible top repair which is untrue. I understood that this was a voluntary, and likely costly, repair, however it was something that I was more than willing to do.

  Upon leaving the shop after the repair was made, the weather was not suitable put the top down and I trusted that the top was properly repaired, so I did not bother checking it at that time. The issue was discovered over a week later when I used the top for the first time. This was explained in my initial complaint as well. The response from the business mentioned that the top was fully functional upon leaving the dealership, which I have no way of knowing this is true. I'm curious if they have proof of this? The service department I used in *********** ** always took before and after photos of service repairs and provided those to the customer. Does Volvo of Winston-Salem do the same? I would like to see evidence of the top working properly before I picked up the vehicle.

  I also am not sure why the business response felt the need to mention how costly future repairs to the vehicle will be based upon its age. Cost was never a concern but rather the expensive repair not being done properly.

  The response also mentioned that when the car was diagnosed for a second time, the cable assembly was broken. I have attached photos of the vehicle (before and after removing the electrical tape that was NOT put on by me) and you can see that the cable assembly is NOT broken but rather the headliner that was just replaced by the dealership. If you look closely, you can also see how the plastic liner assembly was welded before the tape was placed over it. Additionally, the drivers side liner was taped to match as well. I assume this was done in order to make it appear that is how the liner is supposed to look.

  Again, it was over a week until I discovered the repair was not completed as promised because of the weather. I was highly disappointed when using the top the first time and realizing the problem was never properly addressed.

  In regard to being frustrated, yes, I will admit I was frustrated when speaking with the service manager. After a $3000 repair, he accused me of lying and that I had placed the tape on the liner which is not true. As the conversation continued and I told him that I may need to file a complaint against them for dishonest business practices, he told me that was fine and I could get my "pound of flesh" from somewhere else. This comment, along with others, would understandably make anyone upset.

  The response also mentioned that all calls are recorded. I would like to have a transcript of calls between myself and the service department for my records as well.

  

  Business response

  10/17/2023

  In response to Mr. *** ***** rejection response, a recording of the conversation can be provided if needed by the BBB.  Without reciting the call, Vanessa called Mr. *****, who was actually at dinner with his wife, and told him that the oil change had been completed, the inspection could not be completed because it was too soon, that the headliner binding was diagnosed and it would be $2,800 to replace.  Mr. ***** asked Vanessa if we offered payment plans, Vanessa told him that unfortunately we do not.  Vanessa continued with telling him the tires had also been balanced and rotated and again asked if he would like to move forward with replacing the headliner.  Mr. ***** said no not at this time and asked what time the service department closed.  She told him 6 pm.  Initially, Mr. ***** did decline the repair, but obviously at some point there was another conversation and the replacement was completed. 
  
  The day that Mr. ***** picked up his vehicle, the weather was more than suitable and the sun was shining.  A video of the vehicle sitting in the service drive around 3:30 in the afternoon can be provided but file the file size exceeds the maximum.  Evidence of the technician testing the convertible top can also be supplied, again I will reiterate that our technicians are highly trained and have the upmost integrity.  The vehicle entered our shop with the electrical tape, it was not placed there by our technician.  The piece in question that Mr. ***** sent pictures of was not what the technician was replacing and is a completely separate issue.
  
  Regular maintenance and service are imperative to the longevity of the Volvo brand.  There are several contributing factors that could potentially affect the convertible top, including heat, inclement weather, and usage.  This vehicle spent the majority of its lifespan in *******.  The Carfax report will show that the vehicle was involved in an accident on 10/15/2021.  Is it possible that at some point Mr. *****’ concern was actually the result of another shop other than Volvo Cars Winston Salem.  It should also be noted that Volvo Cars Winston Salem does not have any welding equipment in our service shop.
  
  Any other phone calls, unless otherwise requested by the BBB will not be provided and are proprietary information.  The automated system does inform clients that all incoming calls are recorded.  We value every client relationship and are more than happy to work with Mr. ***** on any future repairs. 
  

  Customer response

  10/18/2023

   I am rejecting this response because:
  
  I am rejecting this response for several reasons. It was mentioned in the business response that I had inquired about payment plans when Vanessa quoted the amount to replace the headliner. This did not happen - I never asked about a payment plan. Again, as previously requested, a transcript of the conversation would be helpful in addressing this concern as well. Obviously, the headliner was replaced (improperly) and thus we are in this situation.

  In response to the weather being in good condition when the vehicle was picked up and as the Volvo representative stated "more than suitable and the sun was shining" certainly does not mean the driver of the vehicle feels the same way. In fact, my wife picked up the vehicle and was driving back to work for a meeting, so the top was not put down for that reason. Furthermore, I do not see a place in this conflict where the Volvo representative should make assumptions like that. The response mentioned the vehicle sitting in the service drive that afternoon but the photo was not attached to their response because the file size exceeded the limits set by the BBB site. I would like a copy of the photo which can be emailed directly to me which would alleviate the size constraints. Once received, I will notify the BBB that I have the photo.

  In response to the vehicle entering the shop with electrical tape on the headliner, YES the tape was present because that is how I had gotten the car back from the shop after the initial "repair". I also do not understand the response in regard to the photos I submitted as they clearly show the electrical tape on the BROKEN headliner, which is what was originally repaired to begin with. However, the photos show that the headliner is broken and attempts were made to conceal that fact. 

  Additionally, I would like to mention (as I had in my previous response but was not addressed by the Volvo representative) that upon taking the car in with the broken headliner a second time, I was informed that the cable assembly was broken and that would cost another $3000 to repair. The photos can be used as evidence to show that is not true and the cable assembly is fully intact and functional. The dishonesty in regard to this is concerning. The Volvo service department were going to charge me thousands of dollars to replace a part that was not even broken or needing replaced. This is unacceptable.

  I want to address the passage written about routine maintenance and service for vehicles. This is something I faithfully do anyway and has no place in this complaint. I am not concerned about HOW the convertible top got broken to begin with but rather what happened AFTER the faulty repairs were made. In addition, the Carfax report has nothing to do with this complaint. I am not sure what the Volvo representative was trying to accomplish by furnishing insignificant facts.

  To directly answer the question posed by the business - "is it possible that at some point Mr. *****' concern was actually the result of another shop other than Volvo Cars Winston Salem". The answer to this question is simple - NO. Volvo cars charged $2800 to replace a broken headliner. It appears that the new headliner broke during the installation process and attempts were made to conceal the damage. It is a costly repair for the service department so is it possible that they tried to avoid replacing the new headliner (which is what SHOULD have been done) and instead put a bandaid on it with the intention of blaming me (the customer). Then upon bringing the car back to see what had happened was informed that the cable assembly was broken - which it IS NOT - and that would be an additional $3000 to repair.  

  The response mentioned the integrity of their technicians and service department, but this certainly not being communicated here. Giving a quote for a repair is not showing any sort of integrity thus supports the notion that the headliner certainly WAS broken before leaving the shop the first time.

  I also want to note that their response also stated that they do not have welding equipment in their service department (in reference to one of the photos I had submitted). It actually looks like a type of glue that is commonly used in auto shops. It appears it was used to help conceal the broken headliner. I have resubmitted the photo along with the others clearly showing that the headliner is broken and taped which came that was from the dealership after the initial repair.

  Dr. *** *****

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Volvo talked me into purchasing Premier Paint Protection II with Warranty & Follow-up Program & Interior Auto Protection and Follow-up Program (Auto Butler) when I purchased my electric recharge vehicle on 9/6/2023. The Butler service was sold as a package for $799. The attached documents clearly states I would receive notice via mail, email, and/or telephone to make an appointment for the semi-annual service. I never received any communication. I completely forgot about the purchase and only remembered after the dealership emailed me for my regular maintenance for the vehicle. I called Volvo and told ***** (customer service manager) about not receiving a communication as promised and shared my overall poor experience with the dealership. I requested a refund for the "Butler" service. and told him I felt it should be provided at no charge. He committed to explore what could be done but he never called back after Labor Day as promised. Then Les (another manager) called me because I declined the butler service when scheduling my regular maintenance by phone. Knowing I requested a refund, he tried to trick me into scheduling the "Butler" service assuming ***** had arranged a refund. I told Les I'd requested a refund and he said that was not going to happen. He did not address the first 6 months service they failed to provide. I did not realize the purchase date (9/6/23) until I found my closing documents today. It is extremely disappointing that Volvo did not uphold their communication commitment since my household purchased 6 Volvos from them in approximately the last 12 years including my recharge which cost almost $70,000. It is worth mentioning that I advised ***** that I wondered if I received such substandard service because I am Black. I certainly was not treated in a manner that even a new customer should be treated let alone a long-time customer. There is not enough room here to go into detail. Thank you for your assistance.

  

  Business response

  09/10/2023

  Volvo Cars Winston Salem prides itself on our people and our culture.  Every client matters and although we have best practices and processes in place, what we like to refer to as learning opportunities arise that require us to reevaluate those process.  Regardless of our best efforts, reminder emails, calls or mailings are missed.  Beyond our control, delays in delivery or non-deliverance by the post office occurs more often than not.  Mrs. Janet D****** first notified our Service Manager, ***** ******* on August 31, 2023 that her Auto Butler service had not been scheduled and performed.  At that time, he apologized for the issue and for informing him, “if he is not aware of a deficiency then he doesn’t have the opportunity to take corrective action.” He also thanked her for her continued patronage. 
  
  Janet D****** purchased her vehicle on September 22, 2022 of which she already provided the Auto Butler documentation.  After having purchased 6 Volvo’s from us, Mrs. D****** is very aware of our procedures and although she was told that she would receive a call to schedule her Auto Butler, she also has some responsibility to contact us if we failed to do so.  Guidelines are stated on the forms that Mrs. D****** signed, and it is the client’s responsibility to read and understand what is being signed as well as maintaining their vehicle and getting the most value out of any aftermarket products they chose to purchase.  Please see the excerpt "Notice and Communication" in the document provided by Mrs. D******.

  Our assistant service manager, Shanna called Mrs. D****** on September 1st and attempted to schedule the Auto Butler Service for her at the same time her vehicle would be in for regular service, she also offered to valet the vehicle and/or provide a loaner vehicle.  Mrs. D****** declined scheduling that service after having communicated her grievances. 
  
  On that same day our general manager also spoke to Mrs. D****** and was more than willing to assist her in scheduling the appointment to make the situation right.  She again said no, if we were unwilling to provide a refund and the Auto Butler service for all of the issues that she had at the time of service.  After a year has passed, why would such a long-term customer wait until now to express such dissatisfaction?        
  
  It is unwarranted that Volvo Cars Winston Salem is expected to refund a service contract that explicitly states is only “refundable if requested within 30 days of purchase.” 
  
  There was no intentional wrong doing by Volvo Cars Winston Salem and all due diligence to rectify the client’s concerns was performed regardless of the timeframe.

  Customer response

  09/13/2023

   I am rejecting this response because:
  The bottom line is I have not gotten what I paid for.  Specifically, I did not receive the first Auto Butler service that should have been rendered sometime around March 2023. Volvo of the Triad is aware that I did not get the service that I paid for but offers no provision to rectify the failure.  No apology.  No compensation or adjustment.  Terrible customer service.  This is the reason I want a refund.  Further, it is shameful that this multimillion dollar dealership wants to adhere to some provisions of the contract (refund within 30 days), but not the notification of service due provisions.
  
  As a consumer and a very loyal customer I choose not to pay for the learning experience of a the dealership. Empty words about the people and the culture ring hollow to me.  We love the Volvo product.  We tolerate the dealership because of convenience and the Family First program.  My interactions with the owner (and some managers) have an edge of resentment that borders on disrespect.  For this reason, we often leave wondering if this is happening because we are black.

  
  I am not familiar with procedures in connection with the Auto Butler program.  I was told at closing by the finance person and my contract said (in multiple places) that I would be contacted to set an appointment.  The dealership should stand by its commitment both contractually and morally.  Again, I completely forgot about the purchase until contacted for regular service.  It is insulting to blame it on me and to make excuses.
  It is true that Mr. ******* did apologize for the oversight, which is appreciated.  However, he promised to get back to me regarding my request for a refund and for the balance of my auto butler contract for free.  He failed to uphold his commitment.  To support my request for the balance of my contract at no charge, I gave him a list of the horrible customer service experiences I received from the dealership which has been insulting and shocking. Mr. ******* mentioned his schedule out of the office over the next few days, but indicated that he would get back to me when he returned to work.  He indicated that he would be talking to others and investigating the problems we (my husband and I) endured during our buying experience. 
  LIST OF CUSTOMER SERVICE ISSUES DISCUSSED WITH MR *******
  (**NOTE – This vehicle purchase took place during the height of COVID and due to supply chain issues there was uncertainty as to when the vehicle we ordered would be delivered.  We put down the deposit around May 2022 and were told that the vehicle may arrive any time from August 2022 to well into 2023.)
  1.  Although requested, the dealership did not check in with us periodically to update us on the status of the vehicle construction and delivery.  I do not believe we ever received one update communication from the dealership until the vehicle was on the boat.
  2.  We were given I think 1 week to get our financing in place once the vehicle arrived.  The dealership committed to providing advance notice of a firm arrival date.  This did not happen.  We simply got an unexpected call one day that the vehicle arrived.  This caused us to scramble to sell my vehicle which was funding $20,000 of my downpayment.
  3.  The dealership declined to accept my **** ***** **** (very good condition) as a trade in.  Others offered $20,000 for the car. The vehicle was purchased at the dealership and 100% of maintenance was performed at the dealership on a timely basis.
  4.  The bill of sale that was sent to my credit union (so that I could obtain my financing) was replete with significant errors.  The dealership was fully aware that I made a $2,000 deposit and was putting $20,000 down on the car, but they did not include this $22,000 in the bill of sale. Sloppy, inexcusable, terrible customer service.  Luckly my loan officer caught the error and had to inform the salesperson.  Amazingly there was no quality control.  These deductive amounts were documented in my purchase contract!
  5.  During my buying experience the salesman failed to return phone calls and email messages on a timely basis (roughly 24 hours was expected).  It was insulting and inconvenient to repeatedly make requests for responses from him. 
  6.  I finally complained to Mr. ******* about the lack of responsiveness and indicated that I did not want to work with that salesperson any longer.  Mr. ******* said he would handle my account.  He did just the for a short time, then shifted us back to that terrible salesperson when we got to closing.  Mr. ******* completely disregarded and disrespected our request.
  7.  The owner refused to honor our request for a refundable deposit requested due to the uncertainty of when or if the vehicle would be delivered within a reasonable period of time.  His approach was hardnosed and almost rude. This initially caused us to walk away again wondering if racism was at play.  He made a huge deal of saying no:
  -Even though the vehicle delivery date was uncertain and ranged from August 2022 well into 2023,
  -This was the 6th Volvo that was purchased by our household in approx. 12 years.
  -There was high demand for the **** **** recharge.
  -I shared with him that the Charlotte, Greensboro and other nearby dealerships all had refundable deposits as a standard provision. 
  -I advised from the start this was the only condition under which I would purchase the vehicle for fear that I might have to go well into 2023 before I got my vehicle.
  8. Somehow when I called the dealership to report that I was about to sign a purchase contract with another dealership, the owner found a way to provide a refundable deposit.  It was all an unpleasant, unnecessary and terrible customer service experience.
  9.  The dealership did not charge the newly purchased **** ** ** RECHARGE as promised when we arrived for our prearranged new vehicle pick-up.  To us this was a major failure as we were so excited to drive in electric mode.  We had the family waiting to take that first ride.  After paying so much for the vehicle, they did not bother to ensure it was charged! This was a huge deal to us.  When we advised the sales person, he made an excuse, apologized and said he would see if some type of compensation could be offered.  We never heard back from him.
  

  
  

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 19, 2023, the Volvo connoisseur service picked up our vehicle from **** ***** ** to drive back to ************* ** for maintenance. Driver completed a walk-around and found no damage to vehicle. The following day June 20, 2023, vehicle was returned with a crack in the windshield. Upon calling to find out what happened, we were told that the manager would need to view the camera to see how the vehicle came onto the lot (as they are not responsible for what happens during transport). After 2 days, the manager (Ralph) calls and states that the vehicle did not come on the lot with a cracked windshield and said the driver said that he "heard" something when he was driving (which could be anything), and that the crack could have happened when the car was washed due to heat and etc and wants us to file this under our insurance as a claim. If the vehicle did not come on the lot with damage but left with a damaged windshield and we, the owners of the car never received a phone call in regards to our vehicle leaving their lot damaged; how does that make us responsible? I have emailed the general manager Les Y**** (July 5) and have not heard back from but will be sending another email today. This is our 2nd time using the connoisseur service. We gave it this 2nd try after we received a loaner car during our 1st maintenance service that smelled like urine. If this services brings loaners in that condition, and returns vehicles back to owners that are damaged; they should be held liable. Why would it be the at the customers expense? All we are wanting is our windshield fixed and not have any out of pocket expense.

  

  Business response

  07/13/2023

  Volvo Cars Winston Salem maximizes every opportunity to go the extra mile for our customers.  To set ourselves apart from other competitors and provide exceptional service to our clients we offer a Friends and Family Benefits program.  The program provides a concierge/valet service extending from the mountains to the east coast and from Virginia to South Carolina.  We will come and valet your car in for service and either return your vehicle to you or bring the customer a courtesy vehicle.
  
  At the time of arrival our valet drive has the customer sign, if applicable a courtesy car agreement as well as a pre-workorder authorizing the repairs and or service to be completed, and the valet of their vehicle into the dealership by our driver.  By signing the pre-workorder, the customer acknowledges that they are responsible for payment in full before the car is returned, that there are applicable storage fees if the vehicle is not picked up or return arrangements are not made in a timely fashion.  Most importantly, Mr* ***** ******** accepted and acknowledged all disclaimers when he authorized the pre-workorder with his signature.  It explicitly states, “the dealership is not responsible for any delays caused by the unavailability of parts or shipping by the parts manufacturer, distributor or transporter or for any loss or damage to the vehicle or articles left in the vehicle in case of fire, theft, hail, wind or any other cause beyond its control.”
  
  Volvo Cars Winston Salem can no more control debris on roadways that the ********’s can.  Assuming liability in the event that our driver was neglectful or failed to comply with state laws would warrant repairs at the dealership’s expense but the ********’s are expecting us to be held responsible for the same “random acts” that could have happened to them while transporting the vehicle to our store.  It should also be known that there could have been an existing blemish in the windshield unseen by both the customer and driver and any temperature change would have caused the crack to spread, again out of our control.  In this case, as the courtesy vehicle agreement states, “you (the client) are responsible for all damage or loss you cause to others.  You agree to provide primary auto liability, collision and comprehensive insurance covering you, us and the vehicle.  Your insurance is primary.”
  
  All phone calls into our dealership are recorded and our service manager, Ralph H****** did state that he reviewed our cameras for the sole purpose of proving there was no wrong-doing, intentional or unintentional neglect or damage by one of our employees. 
  
  Attached are the supporting documents signed by Mr* ***** ********.  

  Customer response

  07/13/2023

   I am rejecting this response because:

  Being that phone calls are recorded, maybe they should go back and listen to them the way they review the cameras. What I was told was, he will review the cameras to see if the car came on the lot damaged, not to prove no wrong doing of theirs.  No one said they can control any road debris, there was really no change in climate. This Volvo dealership can attach all the documents they would like as it shows that something can happen to a vehicle rather the driver is a fault or not, rather its policy or not, rather its rain, hail, wind, sleet or snow, they will say the customer is liable AFTER the vehicle has been returned WITH NO PHONE CALL TO THE CUSTOMER advising of damage before its arrival. Damage can happen in the shop and they will use the same line on every customer whose vehicle is returned damaged. 

  Reading other complaints, not only on the BBB site, this maintenance area at this dealership seems as though their customer service, communication, and the will to do right by the customers needs a bit of training, or shall I repeat what the general manager said "could use some tweaking on their part".  This is the worst experience in maintenance we have ever had. To our fellow military veterans, it would be better to purchase your volvo locally and take it to your local dealership yourself for the maintenance. (no worries of your loaner car smelling like cat urine and any damage that may happen, you will be fully aware as it happens and wont deal with a surprise when you get your vehicle back) AND if something goes wrong, maybe you will at least receive some type of apology if you happen to not be informed of something if your vehicle is returned damaged. 
  
  

  
  

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a 2019 XC-19 in November of 2021 from Volvo of Winston Salem. Went to have the car inspected per NCDOT requirements in November 2022. The failed state inspection due to having window tint that was too dark for NC Law. I called the dealership to have the issue fix as per NC law; A car dealership cannot sell a car in a condition that will not pass NC state inspection. The dealership did some research, apologized and said that was an over look on there part and would fix it. So I scheduled and appointment to have it fixed on 1/5/2023. They called that morning and said that now I would have to cover the cost of replacement. They would remove the window tint, but I would have to have it replaced at expense to me. The car was sold in a condition not in line with state statues, not in good faith, and then expect me to bear the cost of fixing it.

  

  Business response

  01/08/2023

  
  January 8, 2023
  BBB of Central and Northwest NC
  1617 NC Highway 66 S., Suite 201
  Kernersville, NC  27284
  
  To Whom it May Concern,
  
  Reference:  Complaint ID ******** – ******* ******
  
  I understand Mr. ******* ******’s frustrations, however to address his concerns more information is required.  After some research I am unable to locate any records of having sold him a 2019 Volvo XC90 in 2021.  Although the 2021-2022 NC S 569 – The Consumer Privacy Act was adjourned in North Carolina the information related to individual automotive sales is sensitive.   In the event Mr. ****** has filed this complaint on the behalf of someone else, full transparency is requested. 
  
  
  Regards,
  
  
  Jennifer ********
  Controller
  Volvo Cars Winston Salem

  

  Business response

  01/12/2023

  January 12, 2023
  BBB of Central and Northwest NC
  1617 NC Highway 66 S., Suite 201
  Kernersville, NC  27284
  
  To Whom it May Concern,
  
  Reference:  Complaint ID ******** – ******* *******
  
  Volvo Cars Winston Salem prides itself on our people and our culture.  Every client matters and although we have best practices and processes in place, human errors are inevitable regardless of our best efforts.  Although Mr. ****** nor Mrs. ******* contacted us in November when they were first made aware that the car would not pass inspection, we have accepted ownership for the error with the window tint.  It was communicated to Mr. ****** on January 5th 2023 that we would remove the tint for him at no expense as well as our sincere apologies for the inconvenience. 
  
  Conversely, it is unwarranted that Volvo Cars Winston Salem is expected to replace the tint on the windows.  It is a service that we can provide to customers but it is at their expense.
  
  There was no intentional wrong doing by Volvo Cars Winston Salem and all due diligence to rectify the inspection/tint removal concern was performed.
  
  
  Regards,
  
  Jennifer ********
  
  Jennifer ********
  Controller
  Volvo Cars Winston Salem

  Customer response

  01/13/2023

   I am rejecting this response because:
  
  The car was sold to me under false pretense. First the car was sold to me in a condition in that it would not pass state inspection. Second, it was sold to me under the assumption that the front window tint was in accordance with North Carolina Department of Transportation safety and emission standards, to which it wasn't. The car being sold to me under false pretense, then to say we will remove it for free but you have to pay to have it replaced is unacceptable. The car, at the time of contract signing had window tint, and as a consumer, it was assumed it was IAW NCDOT statues, and it wasn't. Then, pass the burden to fix the car at owners expense is unacceptable.
  

• Initial Complaint

  06/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The attached acknowledgement form states that "in the event that the vehicle is not delivered in the condition originally described, deposit may be deemed refundable". So here is my position on the m*****. I shopped at the dealer in good faith. They did not have the version of the car in stock but had two on order and inbound. I had not seen or driven their car until the day I was scheduled to test drive and pick up the car. When I arrived to test drive the car the display posted a note regarding possible interference with my implanted defibrillator pacemaker. This was never called out to me prior to placing my deposit. Apparently this is a big enough deal that Volvo has the notice pop-up on the cars display each time the car is started. Since I am pacemaker dependent, meaning that I have no heartbeat without my pacemaker, I opted not to buy the car as that was not a "condition originally described". Being a Plug In Hybrid vehicle, it apparently has wireless charging and other chargers that could interfere with my implanted device. The dealers' position is that they do not care about that fact. From their perspective they installed a hitch accessory to the car and held the slot in line for me to purchase the car and my deposit is non-refundable. They state that they had me sign a form, which I've attached, which states that. Yet the form which I have attached states "in the event that the vehicle is not delivered in the condition originally described, deposit may be deemed refundable". Also the copy of the form I have does not have my signature. They apparently have one which they say is signed by me. I'm not sure how that happened. Upon further research, their online reviews and Better Business Bureau complaints list multiple instances where this dealer has postured in this fashion. The difference with my position is

  

  Business response

  06/14/2022

  On May 2, 2022 Mr. **** ******* signed an acknowledgement agreement on an incoming 2022 Volvo XC90 T8 and made a $2000.00 payment, of which we require to place a hold on vehicles.  The acknowledgment form serves two purposes, first and foremost, to protect the client’s interests and secondly, the dealerships.  Each day a vehicle sits on the lot, it costs a dealer upwards of $200 a day in holding costs.  To do so for a client without an agreement to purchase and nonrefundable deposit has the potential to get very costly for dealers, particularly in today’s market.  When Mr. ******* made the deposit, the car was removed from our website and also stated in an email to our salesperson that he would be traveling so with that in mind, to please have a trailer hitch installed prior to pick up.  The hitch is an accessory and does not come from the factory installed on the vehicle; this is an additional $1,870.51 expense for our dealership.  Mr. ******* did not pay for this addition up front, it was to be included in the cost of the car at the time of paperwork.  Volvo Cars Winston Salem would not be good stewards of our own financial stability if we abstain from selling vehicles without the client being held to some level of accountability. 
  
  Often times, the acknowledgement form is emailed to our customers, they sign and email it back if not present at the dealership.  Mr. ******* expressed that the copy of the form that he has does not have his signature on it.  For him to state that he is not sure how that happened is ill-conceived.  Before any monetary transaction, we ensure that we have the signed acknowledgement form.
  
  Mr. **** ******* was very aware of our policy, had voluntarily signed our acknowledgement form and made payment without driving this specific incoming vehicle.  He had expressed that he previously test drove a car in Charlotte and was adamant that he didn’t need to drive ours before placing the partial payment.  It is absurd that Mr. ******* would place blame on Volvo Cars Winston Salem for his failure to recognize the importance of the documents he is signing.  At the time the car was to be delivered to Mr. *******, the car was undoubtedly just as the specification sheet described.  The transport company had just delivered the car and the odometer only had 4 miles on it.  A copy of the odometer, the signed acknowledgement form, and the invoice for the hitch and installation are also included. 
  
  In rebuttal to Mr. *******’s health claim, Volvo Cars Winston Salem is not at liberty to ask of such health conditions before selling a vehicle, it would be in violation of HIPAA privacy rules.  It is the customers duty to ensure any and all health risks are not compromised.  Again, at some point the consumer has to take responsibility and be accountable for their actions as well as lack of due diligence, particularly in situations of such great importance as these.  Finally, the last attachment is evidence supporting a display warning that Volvo published referencing the wireless phone chargers. 
  
  If any other documentation is needed, please feel free to contact me.    

  Customer response

  06/15/2022

   I am rejecting this response because:
  
  As you can see, these people have a private agenda to trick people into to giving them a deposit, even for cars which are inbound. The car in question has already been sold and the trailer hitch was paid for by the new buyer. They are simply bad people with bad business ethics. Upon finally driving their car two days after it arrived on their site we noticed that it might be an unsafe car for us. After we notified them that we weren't going to buy their $82k+ car due to the daily notice Volvo decided was important to have displayed on the dashboard every startup. We bought a 91k car elsewhere which did not have this concern from a more reasonable dealer who offered thousands more for our trade-in and offered a full return policy. In speaking with the Volvo rep, who did not see eye to eye with the dealership, and with a Corporation Partners who also said that he would discuss the issue with Rob S***** the owner, and the person leading this whole bad-will campaign, it comes to simple greed and bad-will business tactics and trickery. When speaking to Les their General Manager, it appears that this is how these dudes operate. Hmmm, trying to force a buyer to take possession of a car that even Volvo posts a Disclaimer on each start up, and one which one has never driven as it was not in stock and inbound. All I can do is keep telling the story until it's heard by an authoritative entity. This kind of bad business practice is what gives Dealers a bad name. Each point the respondent makes on this forum is placing the blame others who in my case wanted that car to save o few dollars on fuel costs. I even installed a 220v plug in our garage awaiting its arrival. A non recoverable cost. Honesty pays off in the long run. Bad people will alway be bad until such time they see the light and treat people with fair kindness.

• Initial Complaint

  03/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/11/21 we purchased a used vehicle from Volvo Cars Winston Salem for $25,500 (paid with a check). After 30 days our temporary tag had expired and we had not received the title. Shortly after, our insurance company contacted us stating that they could not match the title to the information we gave them. That is how we found out there was an issue with the title. The insurance company told us they would only temporarily cover the vehicle as long as we had a valid 30 day tag. However, if the vehicle was totaled they could not compensate us since there was not a title to be given to the insurance company. We contacted the dealership and they said that there was a lien against the vehicle from the previous owner, so the DMV was dragging their feet getting us the title.They agreed to send us another 30 day tag. Nearly 60 days passed after that and the dealership still had not gotten the issue resolved. I met with the owner of the dealership, Rob S***** Sr., and asked him for a refund considering the circumstances. He told me to "take my place, to get in line and wait, and to get use to it." We sought help from an attorney but the dealership refused to respond to our attorney. We are unable to afford the long process that a lawsuit would entail. We have been in contact with the DMV investigator that is to be handling the issue but he has yet to investigate for unknown reasons. To date, it has been over 4 months and we have yet to receive the title. We are going on our 4th 30 day tag and we have currently parked the vehicle per our insurance company's recommendation. We are simply asking for the title or to be given a refund. This is all we ask for.

  

  Business response

  03/16/2022

  On November 11, 2021, Mr. and Mrs. ********* purchased from us a 2014 Toyota Highlander – VIN *****************.  On several occasions the *********’s have spoken with Makayla M******, our title clerk who has provided them with updated 30-day and also asked them to keep a copy of their buyer’s order in the glove compartment of the vehicle while the title issue was being resolved. 
  
  When the vehicle was traded into us, the previous customer provided a Florida title to us, of which there is no indication of any liens, holds, inconsistencies, etc.  Upon sending the *********’s title work to the North Carolina DMV for processing, we were informed that there was an NMVITS hold and that Raleigh needed the CA title (which was the title previous to the FL title). 
  
  We are currently working with the state of California and Florida to get this resolved.  It was a clerical error and the NMVTIS system needs to be updated.  I have received notification that the CA batch process update could take up to 4 weeks.  If the title has not been updated to NMVTIS by April 8th then the CA NMVTIS help desk can manually have the CA Certificate of title updated. 
  
  We have done our due diligence in reaching out to the DMV inspector for assistance, constant phone calls to California and Florida DMV’s, the Department of Justice NMVTIS office, I have sent registered letters to the Attorney General of both states, the Director of Florida Department of Highway Safety and Motor Vehicles and multiple others. 
  
  Albeit unfortunate, the clerical error made in 2016 was neither caused by the *********’s nor Volvo Cars Winston Salem and there was no indication of this issue in any of the paperwork when we took the vehicle in on trade.  The title will be provided to the *********’s but I am not able to control the processing times in either state. 
  
  It is considerably unfair that the *********’s are not communicating accurate information, conversations and events.  For example, the *********’s stated that “we did not hold title to the vehicle.”  Volvo Cars Winston Salem most certainly did.  The most current FL title is in our possession but until the NMVTIS update takes place, North Carolina will not accept it.  Secondly, it is our intent to respond to the *********’s attorney.  The letter sent to us was dated March 2nd, 2022 but the United State Postal Service did not deliver it to us until March 9th and the letter clearly states we have 10 business days.  Our timeframe has not yet expired.  Lastly, Mr. S***** did not tell Mr. ********* “to take his place, to get in line and wait, and to get used to it.”  The *********’s have been provided 30-day tags, there was no intent to defraud or breach of contract or default.  From the information we have been provided from both departments of motor vehicles, a resolve is anticipated soon.  Therefore, purchasing the vehicle back from the *********’s is not justified nor has it been determined if the vehicle has been maintained and still in the same condition when the *********’s purchased it on November 11th. 
  
  Mr. and Mrs. ********* have proof of ownership of the vehicle; the buyer’s order is sufficient proof for the insurance company to add it to their policy.  If another copy of their buyer’s order is needed, I am more than happy to provide one.   
  
  Regards,
  
  
  
  Jennifer R*******
  Controller
  Volvo Cars Winston Salem

  Customer response

  03/21/2022

   I am rejecting this response because:
  
  It is nice to finally be given the information that Mrs. R******* provided considering throughout the past 4 months we have only been piecing together what we could find out from short conversations with our insurance, the DMV, and a few employees at the dealership (Daniel Holder and Makayla M******).
  We understand that mistakes happen and that dealing with the government bureaucracy can be difficult. That is what I tried to explain to Mr. S***** the day I met with him. However, no one from the dealership ever contacted us when they found out about the title issue which made it only seem as if they were hiding something. We had to pull what information we could from the employees we spoke to and at that time they had hardly any information to offer. One would consider that “considerably unfair” especially when we are the paying customer. Therefore, that might explain why we were led to believe the dealership did not possess the proper title. Also, the insurance company will not accept a buyer’s order if the vehicle is totaled, only a title.
   It was made very evident that after speaking to Mr. S***** that he didn’t care about his customers since he most certainly did tell me to take my place, get in line and wait, and to get use to it. It is no surprise that he would lie about that conversation since he also told me that day that the state of California was releasing the title and that he would have me a title before I could get my lawyer involved. I have yet to see the title. So it does appear that he is not a man of his word.
  I am a man of my word; I told him that I would be contacting my lawyer, the DMV, the BBB, and News 2 Wants to Know. I have done all of those things because I do not want anyone else to be treated the way we were. I do not expect an apology. Frankly I do not see the dealership having that decency. However, I will not apologize for trying to protect other customers.
  I understand from Mrs. R*******’s information that it is still up to California to release the title. So hopefully by next month we might have a title.
  
  Thank you for the information provided and have a good day.   ******* *********
  

• Initial Complaint

  11/15/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  $2000 good faith deposit was put down for a vehicle that had great pictures and no indication of body work. Sales person on the phone said the vehicle was in good condition. Drove 3.5 hours to buy vehicle and it had noticeable paint work and numerous scratches as if driven through a thorn bush on passenger side. Body/Paint work was NOT disclosed despite it being obvious. Contract states "refund may be redeemable if car is not delivered in promised condition". Many scratches and paint work performed that was not visible from numerous website photos (that we have saved for this case). Any person would also know this would not be visible on a 6" iphone with facetime that was offered by sales person. Since paint work was performed to a leased car without reporting it, it was done to defraud the leasing company and to hide from carfax. I can not trust this vehicle to purchase nor other vehicles offered by this dealer as they have either incompetent technicians or are intentionally deceiving customers. It was only after I declined to purchase said vehicle that the general manager took the vehicle to his body shop and verified with his staff that the paint was repainted and done poorly with dirt, fish eyes, and dozens of clear coat scratches. This was NOT told to us prior to deposit or driving to purchase. Hopefully their call center has a recording of my first call with Abby. I have attached supporting documents that are photos of the vehicle and the contract. As the photos show there is no paint work visible, was not disclosed on their website, and thus "appears" to be in good condition. Additionally, a facetime call (as tested today at my work with honest sales people) would not show poor paint work. This leaves us with two options, they were hiding the truth from us to get our money and get us on their car lot to pull the bait and switch or employing incompetent staff/mechanics.

  

  Business response

  11/16/2021

  On November 6th 2021, Mr. ******* ***** signed an acknowledgement agreement on a 2019 Volvo XC40 and made a $2000.00 payment, of which we require to place a hold on vehicles.  The acknowledgment form serves two purposes, first and foremost, to protect the client’s interests and secondly, the dealerships.  Each day a vehicle sits on the lot, it costs a dealer upwards of $200 a day in holding costs.  To do so for a client without an agreement to purchase and nonrefundable deposit has the potential to get very costly for dealers, particularly in today’s market.  When Mr. ***** made the deposit, the car was removed from our website and two other clients who expressed interest were told the vehicle was sold.  Volvo Cars Winston Salem would not be good stewards of our own financial stability if we abstain from selling vehicles without the client being held to some level of accountability.
  
  Albeit unfortunate, but Mr. ***** was very aware of our policy, had voluntarily signed our acknowledgement form and made payment without taking advantage of the opportunity to do a FaceTime walk-around.  Mr. ***** declined the offer prior to making the non-refundable deposit, stating that he “was an expert technician and it was not necessary.”  At that time, the product specialist is able to point out any cosmetic imperfections or deficiencies that accompany used car purchases without the inconvenience of travelling from hours away.  Regardless of expertise, Mr. ***** is placing his error in judgment on Volvo Cars Winston Salem.     
  
  Concessions were extended to him, allowing his $2000 deposit be transferred to another vehicle of his liking or preference.  That offer was also declined.  Nevertheless, it is completely assumption based and a false accusation for Mr. ***** to say “it was done to defraud” and “they have incompetent technicians or are intentionally deceiving customers.”
  
  Attached you will find a copy of the Carfax report, the description of the car as taken from our website, and the necessary documentation proving there was no wrong doing by Volvo Cars Winston Salem.  If you need any further documents, email exchange or have any questions, please feel free to contact me.
  
  Regards,
  
  
  Jennifer R*******
  Controller
  Volvo Cars Winston Salem
  701 Peters Creek Pkwy.
  Winston Salem, NC  27103

  Customer response

  11/16/2021

   I am rejecting this response because:
  
  Contract states "if car is not delivered in promised condition refund may be deemed refundable" and the contract is for a specic VIN number thus my deposit CAN NOT legally be used for another car as offered. Contract does not state contingent upon facetime approval unless dealership willfully and deceptively edited photos. The pictures that we have saved from the website are enough to constitute a good condition car. The car was NOT in good condition. Full refund is therefore demanded. 

*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. ↩