Capital Volvo of Albany

Rich is going to have Eric Call the consumer when he gets in to get a appointment set up

I went to my appt last night They did reimburse me for the *** cost but the on-call and internet are not hooked up They say it should be available later today I will let you know Unfortunately both on call and internet still have not been activatedI spoke to Volvo on call service and the said that it is still showing me as expired I called the dealer last Friday and today and still haven't gotten a call backI will try again tomorrowThanks [redacted]

Capital Volvo contacted the customer and reached a satisfactory settlement [redacted] General Manager

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This is *** *** I was told by John of the Revdex.com that I would receive a call last week from capital Volvo. To this day I still have not received a call. I did follow up and leave a message with John of Revdex.com two days ago . I assume he continues to follow up with the business. Thank you ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

The first thing I want to be sure we express is the fact that we always work and focus on what is in the best interest of the customer, no matter the circumstance Mrs*** situation is no different. The first encounter with the sunroof issue was April 28th when
Mrs*** brought the vehicle to us with the complaint stating: “The sunroof is making a wind noise while driving and when its windy out”. We were able to duplicate her concern and found that the front of the sunroof glass was raised up 7mm higher than it should be. This change in height caused a noticeable air gap and caused the sunroof assembly to no longer have a proper seal when closedUpon further discussion with the customer she explained that she had a hard time closing the sunroof and later found a stick stuck in the front of the glassMrs*** felt that the sunroof should never have continued to try to close when there was something blocking the path. We agreed and further explained that there is a safety mechanism that will stop the sunroof at the first sign of resistance, including a stick blocking the path. This safety mechanism is overridden when the switch to close the sunroof is pressed again and/or heldThis is why the sunroof was able to close and therefore cause the misalignment of the sunroof. We were able to adjust, realign, and recalibrate the sunroof assembly. After doing so we tested both the functionality of the sunroof along with the ability to seal the unit from both wind and noiseEverything tested well and we were confident at this time that there were no further issues with the functionality and sealing of the sunroof. The wind noise was gone and there were no air or water leaks into the vehicle presentThis was not a defect in the sunroof so it could not be claimed under the factory warranty; however, in good faith we did not charge the customer because she was not convinced that this wasn’t a “Volvo” issue. The second visit was May 27th 2016. The customers concern was: “The sunroof modesty panel fell off and caused the sunroof not to close all the way and noticed the headliner is stained”. The piece that had come loose was the accordion-looking plastic trim piece that hides the sunroof tracks from viewIt had indeed come loose and had caught itself in the track for the sunroof assembly causing it not to close properly. We were able to dislodge the piece and replace it. Luckily no other damage had been caused and this was the extent of the physical repairs needed. We also were able to clean up the headliner from any water stains. Once everything was complete, we went to great lengths to ensure the sunroof assembly was sealing properly from air gaps and that the water was flowing properly when tested, and not into the vehicleThere was no indication at this time that this was related to the previous visit; however, it was so close in time to the previous visit that we covered this repair as well. The third and final visit to us was September 3rd The customers concern was: “The headliner seems to be getting wet again around the sunroof in the front and the left side there is a water stainAlso, in the middle where the rear glass meets the front there is a slight wind noise while on the highway”. The first step was to verify the customers concern. We were able to see the staining on the headliner. We also noticed the water marks on the bottom side of the sunroof glass and frame, inconsistent with a failed sunroof assembly and more consistent to a situation where the sunroof was left open in either the vent or the fully open positionNonetheless, we didn’t take that as the case and continued on to search for the failureWe checked the functionality of the sunroof drains and they were working as designedWe did not hear any abwind noises when driving at highways speeds. We then began to water test the vehicle for the course of several days. We did this in multiple ways; leaving a garden hose on a tri-pod from about inches away from the vehicle running onto the roof of the vehicle from multiple positions and multiple pressures. We then tried a pressure washer many times and from multiple angles. None of these tests resulted in any water leaking into the vehicle. We then removed the interior trim panels so we could visually examine the body and body seals of the vehicle while the water tests were being performedAt no time were we able to experience any water leaking into the vehicleWe checked below the carpeting of the vehicles floor to be sure that there was not any water ingress since this is the most prevalent area to find water in a vehicle when there is a water leak situationEverything was dry. At this point we were unable to duplicate any defects or damage with the sealing abilities or the functionality of the sunroof in any manner. It is always our goal to repair any vehicle brought to us and remedy any concerns the customer may have. In every instance, we have taken every step we could to ensure that we found and addressed everything we could when we had the vehicle in our possession. If there is still an issue with the sunroof we would truly like the opportunity to repair the vehicle for Mrs***. Thank you again for reaching out to us and please let us know what we can do to help remedy any concerns Mrs*** has. Sincerely, Edward ** ***Service Director Capital Luxury Cars *** *** *** *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have called like they asked me to do, but no one calls me back to get the appointment set upPlease call me so we can set the appointment and get this resolved
Regards,
*** ***

Capital Volvo contacted the customer and reached a satisfactory settlement.** ***General Manager

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I reject this response, not because I expect anything from this dealership anymore but I do want
to protect future consumers
Regarding the first visit (4/28/26) this dealership is completely lying when they say that I said I
forced the sunroof shut on the twigThat is simply not true and I told them that when they asked
me if the sunroof wasn't closing and did I force it shutI didn't even know the twig was there
until the sunroof was closed and then I heard the whistleI never forced the sunroof shut on the
twig! Furthermore, even if I had kept pushing the button to shut the sunroof, safety measures
shouldn't allow it to shut when there is an obstructionRegarding the second visit (5/27/16) they
are lying again by saying that the water stains were caused by the "modesty panel that caught
itself on the sunroof track causing it not to seal well"The modesty panel completely fell out of
the sunroof onto the car floor, therefore nothing caused it not to close correctly or seal
Regarding the third visit on 9/3/16, the sunroof was never left open by me (as I told them) so
that didn't cause the new water stains on the car ceilingMy sunroof is a damaged part that
needs to be replacedIf it was damaged because it closed on an obstruction then Volvo has a
safety flaw to deal withThis issue should be rectified through a recall replacing all sunroofs
that close on obstructions before it is a child's finger, or worseIn the meantime I am stuck with
a year and a half old car with a damaged part through no fault of my own
As I said, I expect nothing more to come out of this for me, but I do hope that consumers in the
future are not treated in such a disgraceful wayThat's my motivation to continue this
correspondence with the Revdex.com at this point
Thank you,
*** ***Regards,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Regards, [redacted]

Capital Volvo contacted the customer and reached a satisfactory settlement.
[redacted]
General Manager

I went to my appt last night.  They did reimburse me for the [redacted] cost but the on-call and internet are not hooked up.  They say it should be available later today.  I will let you know Unfortunately both on call and internet still have not been activated. I spoke to Volvo on call service and the said that it is still showing me as expired.  I called the dealer last Friday and today and still haven't gotten a call back. I will try again tomorrow. Thanks [redacted]

we have taken care of this issue under warranty

The 2016 Volvo XC60 purchased my Ms. [redacted] was a prior demonstrator vehicle which is treated as a new car.  Because it was used as a demo, the complimentary services we used prior to her purchasing the vehicle.  As she stated in her complaint, we have already paid to activate the...

Sirius radio for her.  If she brings the vehicle in we will activate the Volvo on Call feature for 12 months (a new car comes with 6 months complimentary service) after which this service must be paid by the consumer.  This vehicle would also qualify for 3 months of Wifi service.  We will reimburse the customer for the Wifi service she has paid $20 per month for up to 6 months.  We have discontinued our relationship with the concierge service we were offering but we have doubled the time on the Volvo on Call and Wifi service to make up for this.  Should Ms. [redacted] find this acceptable, she can contact our Volvo Sales Manager, Eric Rosen at 518-452-1100 to setup an appointment to have the Volvo on Call activated.Richard [redacted]

Jeff just to let you know I did get a call right after your email.   I returned the call and left a message with Eric.   He never returned my call.   It's very bizarre but I am not going to keep chasing this.   Just not going to deal with them any more for service or any future purchases. Thank you for trying [redacted]

Rich is going to have Eric Call the consumer when he gets in to get a appointment set up.