Don Beyer Volvo of Dulles

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:The initial problem was an instrument panel light alerting to an engine problem that came onThe vehicle was returned to the dealership for repair regarding a fluid or fuel blockageLess than a month later, the interior roof and drive side door and carpeting were saturated with water one morningThe vehicle was returned to the dealershipThe water leak issue was two-fold: there was a factory defect around the vehicle windshield sealant that caused water to enter the interior of the vehicle below the steering columnIn addition, there were clogged water drains around the sunroofThe vehicle was returned to the dealership for these repairsA request was made to replace the head liner in the vehicle as it was it stained and water marked due to the water from the sunroof drainsThree days later, after a rainstorm, water was discovered coming into the vehicle from above the driver side window/interior roof areaI spoke with the dealership and was told this new leak would be addressed when the new head liner was in and ready to installThe following day due to rain, the same areas of the vehicle interior had water leaks, in addition, several days subsequent to this after rain storms the interior was still leakingThe interior water leak has not been corrected at this writing Regards, [redacted]

With regards to the complaint received, ID [redacted] MrTodd C [redacted] , Service Director spoke with [redacted] regarding his concerns and without argument offered to refund the amount [redacted] said he did not want the money back.Please feel free to contact me with questions.Thank you

In response to the complaint filed with the Revdex.com, regarding concerns the customer was having with their Volvo ***, these issues have been completed The water leak was due to clogged sunroof drains and was explained to the customer that leaves and debris can clog the drains causing water to seep down the pillars All repairs were covered by warranty with no expense to the customer, the vehicle is in good and safe working condition If you should have any question or should need any further information, please do not hesitate contact meThank you, Diane B [redacted] Don Beyer Volvo Dulles ###-###-####

Complaint: ***In response, on June 30th the interior roof liner was replaced along with the windshield and left front pillar trim The customer was contacted by the service adviser as follow up and customer indicated everything was good and issues are resolved.Please do hesitate to contact me, should you have any question or need any further information.Thank you,Diane B***Don Beyer Volvo Dulles###-###-####

The adviser, Greg J*** has been corresponding with *** *** via e-mail They are working on a convenient time for *** *** to bring his vehicle in so that we can resolve his issues

A check request has been generated for the disputed amount and will go out in the mail this week

Thank
you for taking the time to write and express your concerns regarding
the repairs to your Volvo ***I have taken the time to discuss
your vehicle and the associated repairs with every member of our team
that was involvedI’m hopeful I can recount what transpired
regarding the
diagnosis and repair of your vehicle and ultimately
offer a fair solution to your concerns
Shorty
after you dropped off your vehicle for repairs on 2/17/2017, one of
our technicians and the shop foreman inspected your vehicleBoth
employees were able to determine a failure with the cover plate lock
motorThese two employees have over thirty years combined
experience as certified Volvo techniciansReplacing the motor
restored functionality to your convertible top
Similarly,
the torn seal created a problem with the closing of the roof, and its
replacement corrected the conditionThe seal was inspected not only
by the service advisor (Tracy) but as well by the technician and shop
foremanIt was clearly torn and in need of replacement
It
is worth noting your vehicle had never been serviced by our
dealership over its thirteen year, 148,mile historyThe lone
mechanical repair completed by our shop (replacement of the roof
motor) involved no loosening of any screws in the roof assembly
Conversely, prior replacement of the convertible top by *** *** would have necessitated the loosening, removal, and/or
adjustment of several such screws, brackets, and roof mechanisms
One has to wonder if the minute “fix” completed by the
upholstery shop the roof assembly been properly re-installed at the
time the vinyl top was replaced last fallThere is no other,
conceivable reason such a “fix” would have been required, as
these parts simply do not require such re-adjustment, unless a major
repair (such as the replacement of the top) is performed
I
will not speculate as to the reason the cover plate lock motor
failedWas it simply because of age, or did the added stress of a
mal-adjusted roof accelerate its wear and ultimate failure?
Regardless, the motor was confirmed inoperative by a pair of veteran
Volvo specialists, and not replacing it would have left the roof
unusableThe same can be said for the torn seal
I
have a difficult time accepting fault for a mechanical failure that
occurred on a vehicle that had never been serviced by our shop prior
to this concern, a failure that occurred subsequent to a relatively
major repair performed by another facility (one that seems reluctant
to accept blame for any of the problems that occurred after their
work was performed)
Purely
as a goodwill gesture, I am offering a refund on the cost of the torn
sealing strip (although I see no conceivable way our shop’s
involvement could have contributed to the failure of this seal)I
will process a refund check to be sent to your address of record
These
problems seem not to have occurred for the first thirteen years of
operation but commenced shortly after the vinyl top was replaced
Although impossible to prove, it would stand to reason the procedures
involved with replacing the top very likely contributed to the
mechanical failure your vehicle experienced
Although
our goodwill offer does not compensate your expenses fully, I stand
by our technicians’ diagnoses for each of your visits to our shop
I hope you find this gesture fair and reasonable
Sincerely,
Jon
H***, General Manager
Don
Beyer Volvo Dulles

Complaint: ***
In response, on June 30th the interior roof liner was replaced along with the windshield and left front pillar trim The customer was contacted by the service adviser as follow up and customer indicated everything was good and issues are resolvedPlease do hesitate to contact me, should you have any question or need any further informationThank you,
Diane B***
Don Beyer Volvo Dulles
###-###-####

In response to the complaint filed with the Revdex.com, regarding concerns the customer was having with their Volvo ***, these issues have been completed The water leak was due to clogged sunroof drains and was explained to the customer that leaves and debris can clog the drains
causing water to seep down the pillars All repairs were covered by warranty with no expense to the customer, the vehicle is in good and safe working condition. If you should have any question or should need any further information, please do not hesitate contact me.Thank you,Diane B***Don Beyer Volvo Dulles###-###-####

My response to Don Beyer Volvo offer:
I would be agreeable to the offer presented provided Don Beyer Volvo would also agree to pay for installation of the "Sealing Strip" paid to *** *** in the amount of $I included the receipt for this installation with my original complaint
I am asking for a total reimbursement of $This would cover the cost of parts and labor
I believe this is a reasonable compromise for resolution
Regards,
*** ***

[To assist...

us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I do want my money back. All Mr. C[redacted] did was keep arguing that what they did was right even though Volvo USA said they were wrong removing the weights from my wheels so they could re-balance the wheels. Mr. C[redacted] just kept arguing the point until I got fed up. I want my money mailed to me. I will never go back to the dealership again.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The initial problem was an instrument panel light alerting to an engine problem that came on. The vehicle was returned to the dealership for repair regarding a fluid or fuel blockage. Less than a month later, the interior roof and drive side door and carpeting were saturated with water one morning. The vehicle was returned to the dealership. The water leak issue was two-fold: there was a factory defect around the vehicle windshield sealant that caused water to enter the interior of the vehicle below the steering column. In addition, there were clogged water drains around the sunroof. The vehicle was returned to the dealership for these repairs. A request was made to replace the head liner in the vehicle as it was it stained and water marked due to the water from the sunroof drains. Three days later, after a rainstorm, water was discovered coming into the vehicle from above the driver side window/interior roof area. I spoke with the dealership and was told this new leak would be addressed when the new head liner was in and ready to install. The following day due to rain, the same areas of the vehicle interior had water leaks, in addition, several days subsequent to this after rain storms the interior was still leaking. The interior water leak has not been corrected at this writing.
Regards,
[redacted]

In response to the complaint filed with the Revdex.com,  regarding concerns the customer was having with their 2014 Volvo [redacted], these issues have been completed.   The water leak was due to clogged sunroof drains  and was explained to the customer that leaves and debris can clog the drains...

causing water to seep down the pillars.  All repairs were covered by warranty with no expense to the customer, the vehicle is in good and safe working condition. 
If you should have any question or should need any further information, please do not hesitate contact me.
Thank you,
Diane B[redacted]
Don Beyer Volvo Dulles
###-###-####

With regards to the complaint received, ID [redacted] Mr. Todd C[redacted], Service Director spoke with [redacted] regarding his concerns and without argument offered to refund the amount.  [redacted] said he did not want the money back.Please feel free to contact me with questions.Thank you.

I have had three Volvos a total of five cars in my lifetime and have never experienced what I went through with this dealer and the service dept. I will never go to them again, nor will I buy a Volvo again. It all started this past winter when after having my car serviced with them (for which a car should have all of its fluids topped off) I was in a snow storm a week after the service and totally ran out of windshield wiper fluid on a major highway. As the visibility grew less and less on my windshield I grew more and more nervous that I wouldn't be able to make it home. The story doesn't stop here, it is now July and I have had to revisit the service department a minimum of three times to see what was wrong with my wiper fluid container since it kept running out on me. Finally, I took the car to another dealership who assured me that nothing was wrong with the unit. They carefully inspected everything which makes me think that the servicemen at the Dulles service dept. just were not filling my fluids each time I went either deliberately or were just plain careless. Either way, I have notified Corporate and will not return to this dealership. Corporate has not notified me back at this point in time to ensure my treatment/service at this latest dealership was on par, so I am very disappointed in Volvo all around.

I have had three Volvos a total of five cars in my lifetime and have never experienced what I went through with this dealer and the service dept. I will never go to them again, nor will I buy a Volvo again. It all started this past winter when after having my car serviced with them (for which a car should have all of its fluids topped off) I was in a snow storm a week after the service and totally ran out of windshield wiper fluid on a major highway. As the visibility grew less and less on my windshield I grew more and more nervous that I wouldn't be able to make it home. The story doesn't stop here, it is now July and I have had to revisit the service department a minimum of three times to see what was wrong with my wiper fluid container since it kept running out on me. Finally, I took the car to another dealership who assured me that nothing was wrong with the unit. They carefully inspected everything which makes me think that the servicemen at the Dulles service dept. just were not filling my fluids each time I went either deliberately or were just plain careless. Either way, I have notified Corporate and will not return to this dealership. Corporate has not notified me back at this point in time to ensure my treatment/service at this latest dealership was on par, so I am very disappointed in Volvo all around.