Due to a clerical error on our part, unfortunately the check was never cut from our officeOn being made aware of this, our General Manager reached out to Mrs [redacted] and offered to hand deliver the check for $1,300.00, which he didWe apologize for the inconvenience and for it taking so long to resolve.Thanks you, [redacted]
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments belowFirst of all the unit was working when I parked my Volvo in there parking lot and the camera was working and so was my navigation system! Second of all there wasn't serval there were business cards in the unit! I want to know when I called the General manager after picking up my car I left him a message asking him to call me back with information on why it wasn't working when it was clearly working and they said that is was no big deal to take the business cards out that they do it with in min, and he never called me back! That is clearly very bad customer service! Also when he said he would give me the part at no cost when I picked up my car he wasn't there and only wrote the part number on the service sheet, how can he say he will give me something at cost and not even return my calls?? He says up above that paper burnt out the drive motor, I do work with technicians all day and know from personal experience that that isn't possible, and also you said pulling them out made it short so this was something your technician wasn't able to handle and damaged my system and now your trying to blame it on me!! And another thing there is a problem with my A/C making noises when on low and my racket pinya making noises which I brought it times to get looked at the first time they said that the fluid was low and neglected to look at the a/c, the second time they said they couldn't find any leaks and the a/c sounded fine which they never even stated anything about the a/c on the paper work and the tired time they said its because I have big tires and that is why it makes noiseSo I asked why the noise had just started this winter and the service attended to shrug his shouldersThe paper work stated that the racket pinya for the 3rd time was ok and said it was safe to drive, but still to this day it makes noises and the a/c again was over looked!! The GM tried to tell me if you purchased an extended warranty we could of gone thru there but you didn'tSo if I spent more money then I already have with purchasing this car then basically I would of had it repaired under the extended warranty , or to try to put a claim in with my car insurance, again bad customer service! And when I told him I didn't want the car I just wanted to return it cause spending 50,on a car and getting this way treated was unexceptable while being months pregnant the GM tried selling me a used car with over 15,miles then what my car had so I can have a lower payment, I never asked for a lower payment I just didn't want to deal with [redacted] againI never told the Gm I wasn't bring my car there again since they just ordered that day my rear view mirror which had damages on itAnd on that note they never called me to let me know it was in so when I called the end of May to see if the part came in I was told it has been there since the first when I asked why I wasn't called they said we don't know we have ONE person that this all they DO!! Another bad customer service move!!! Also I did bring it there to have the mirror replaced since they ordered the rear view mirror and the service light came on so since it is included when I purchased the car I asked for that to be taken care of as well.I feel that they don't really care because it was also mentioned by the GM that I bought my car thru [redacted] Volvo and not them they don't care about me but that is not right they made me feel that I made a mistake buying a Volvo Regards, [redacted]
On April 29th 2015, *** *** brought her Volvo XCin our repair facility at Volvo Of Norwood after making a service appointment to extractbusiness cards that were pushed down into the navigation screen. During the vehicle check in process and subsequent customer interview, it
was stated that her child had forced a number of business cards down into the dashboard mounted navigation system. When the vehicle was brought into the service bay it was noted by the Service Technician that the navigation screen was in the up position, the screen was blank, and there was audible instruction coming from the navigation system. An initial inspection showed remnants of paper on the lower corner of the where the navigation screen moves up and down The Shop *** was involved in the diagnostic process to determine needed repair. It was determined that the navigation screen unit would need to be removed to extract the business cards and determine if functionality could be restored. Once removed it was determined that the drive unit that moves the screen up and down had burnt out as a result of the business cards jamming the carousel that the screen moved on. There were several business cards stuck in the drive unit itself that were extracted, however at least one remained that could not be extracted. It was noted at this point that the ribbon cable that supplies electrical power and signal feed to and from the navigation screen had been partially severed as a result of the business cards being pulled into the navigation drive unit.It was determined that the navigation screen had attempted to retract with the business cards jammed inside, damaged the ribbon cable, and burnt out the drive motor. The navigation unit could not be repaired and would need to be replaced. This information was conveyed to *** as well as a repair estimate for what was needed. She inquired as to why there would be a charge since the vehicle was under warranty and it was explained that since this was a, damage not defect situation caused by an outside influence. *** was distressed by this information and the Service Manager intervened in an attempt to resolve the situation. It was again explained that the repair could not be warrantied because of the outside influence *** inquired about just pushing through the warranty and not telling Volvo about the business cards. it was explained to *** that failed components that are applied for warranty are called back to Volvo for inspection as to what caused the failure. They would note the remaining pieces of the business cards still in the drive unit, and reject the warranty claim. *** expressed that she was in the appliance business and they warranty repairs all the time just to help customers and we needed to do the same thing. The Service Manager explained that there was no way to do this. It was initially offered to *** that we would make the repair and put through a warranty claim with the understanding that if the claim was rejected, she would be responsible for the charges. The offer was rescinded after the Service Manager spoke to Shop *** again and was told that there was no way a warranty claim was going to be accepted. the Service Manager explained to *** that we would not put her in a situation where we knew ultimately she going to be responsible for a bill that she was not prepared to pay. *** again went on to say that in her line of work, warranty repairs are made just to help customers and this had been done for all the years she had worked there. It was reiterated that this was not possible. Again, being very distressed by this information, *** stated that she would never bring the vehicle back here and she would call Volvo. When *** returned to the Dealership to pick up her vehicle, I spoke to her directly. I introduced myself as the General Manager and asked what I could do to help. She explained the situation and was very upset about the idea of having to spend $to repair a vehicle that was still under warranty. I suggested that she stay in the loaner vehicle that she had from us overnight and I would speak to our Volvo Rep to see if there was anything that could be done. I left it with her that I would touch base with her the following day. She agreed and appreciated the effort. The following day I spoke with our Representative from Volvo and explained the situation. He sympathized with our situation but was unable to offer any warranty assistance given the nature of the failure. I conveyed this information to *** who was understandably upset, but thanked me for trying and stated that was all she could ask for at this point. I explained that if she decided to repair the navigation system, every effort would be made to reduce the repair cost as much as possible because it was such an expensive unexpected repair. *** called me several days later and inquired about the part numbers and part prices for the navigation system. She stated that she had a family member that would install the components in the vehicle. The navigation system was not functional when the vehicle was brought into our repair facility and the cause of the failure was diagnosed as the business cards being inserted into the navigation unit, just as the customer had explained to us. Every effort was made to attempt a repair without the customer incurring any undo expense, however, at the end of the day that objective could not be accomplished. The result was that the repair could not be made without expense to the customer. *** returned to the Dealership on May 30th for routine maintenance and a minor repair, both covered under warranty, with no mention of the navigation system issue
Due to a clerical error on our part, unfortunately the check was never cut from our office. On being made aware of this, our General Manager reached out to Mrs. [redacted] and offered to hand deliver the check for $1,300.00, which he did. We apologize for the inconvenience and for it taking so long...
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. First of all the unit was working when I parked my Volvo in there parking lot and the camera was working and so was my navigation system! Second of all there wasn't serval there were 2 business cards in the unit! I want to know when I called the General manager after picking up my car I left him a message asking him to call me back with information on why it wasn't working when it was clearly working and they said that is was no big deal to take the 2 business cards out that they do it with in 30 min, and he never called me back! That is clearly very bad customer service! Also when he said he would give me the part at no cost when I picked up my car he wasn't there and only wrote the part number on the service sheet, how can he say he will give me something at cost and not even return my calls?? He says up above that paper burnt out the drive motor, I do work with technicians all day and know from personal experience that that isn't possible, and also you said pulling them out made it short so this was something your technician wasn't able to handle and damaged my system and now your trying to blame it on me!! And another thing there is a problem with my A/C making noises when on low and my racket pinya making noises which I brought it 3 times to get looked at the first time they said that the fluid was low and neglected to look at the a/c, the second time they said they couldn't find any leaks and the a/c sounded fine which they never even stated anything about the a/c on the paper work and the tired time they said its because I have big tires and that is why it makes noise. So I asked why the noise had just started this winter and the service attended to shrug his shoulders. The paper work stated that the racket pinya for the 3rd time was ok and said it was safe to drive, but still to this day it makes noises and the a/c again was over looked!! The GM tried to tell me if you purchased an extended warranty we could of gone thru there but you didn't. So if I spent more money then I already have with purchasing this car then basically I would of had it repaired under the extended warranty , or to try to put a claim in with my car insurance, again bad customer service! And when I told him I didn't want the car I just wanted to return it cause spending 50,000 on a car and getting this way treated was unexceptable while being 7 months pregnant the GM tried selling me a used car with over 15,000 miles then what my car had so I can have a lower payment, I never asked for a lower payment I just didn't want to deal with [redacted] again. I never told the Gm I wasn't bring my car there again since they just ordered that day my rear view mirror which had damages on it. And on that note they never called me to let me know it was in so when I called the end of May to see if the part came in I was told it has been there since the first when I asked why I wasn't called they said we don't know we have ONE person that this all they DO!! Another bad customer service move!!! Also I did bring it there to have the mirror replaced since they ordered the rear view mirror and the service light came on so since it is included when I purchased the car I asked for that to be taken care of as well.I feel that they don't really care because it was also mentioned by the GM that I bought my car thru [redacted] Volvo and not them they don't care about me but that is not right they made me feel that I made a mistake buying a Volvo.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Due to a clerical error on our part, unfortunately the check was never cut from our officeOn being made aware of this, our General Manager reached out to Mrs [redacted] and offered to hand deliver the check for $1,300.00, which he didWe apologize for the inconvenience and for it taking so long to resolve.Thanks you, [redacted]
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments belowFirst of all the unit was working when I parked my Volvo in there parking lot and the camera was working and so was my navigation system! Second of all there wasn't serval there were business cards in the unit! I want to know when I called the General manager after picking up my car I left him a message asking him to call me back with information on why it wasn't working when it was clearly working and they said that is was no big deal to take the business cards out that they do it with in min, and he never called me back! That is clearly very bad customer service! Also when he said he would give me the part at no cost when I picked up my car he wasn't there and only wrote the part number on the service sheet, how can he say he will give me something at cost and not even return my calls?? He says up above that paper burnt out the drive motor, I do work with technicians all day and know from personal experience that that isn't possible, and also you said pulling them out made it short so this was something your technician wasn't able to handle and damaged my system and now your trying to blame it on me!! And another thing there is a problem with my A/C making noises when on low and my racket pinya making noises which I brought it times to get looked at the first time they said that the fluid was low and neglected to look at the a/c, the second time they said they couldn't find any leaks and the a/c sounded fine which they never even stated anything about the a/c on the paper work and the tired time they said its because I have big tires and that is why it makes noiseSo I asked why the noise had just started this winter and the service attended to shrug his shouldersThe paper work stated that the racket pinya for the 3rd time was ok and said it was safe to drive, but still to this day it makes noises and the a/c again was over looked!! The GM tried to tell me if you purchased an extended warranty we could of gone thru there but you didn'tSo if I spent more money then I already have with purchasing this car then basically I would of had it repaired under the extended warranty , or to try to put a claim in with my car insurance, again bad customer service! And when I told him I didn't want the car I just wanted to return it cause spending 50,on a car and getting this way treated was unexceptable while being months pregnant the GM tried selling me a used car with over 15,miles then what my car had so I can have a lower payment, I never asked for a lower payment I just didn't want to deal with [redacted] againI never told the Gm I wasn't bring my car there again since they just ordered that day my rear view mirror which had damages on itAnd on that note they never called me to let me know it was in so when I called the end of May to see if the part came in I was told it has been there since the first when I asked why I wasn't called they said we don't know we have ONE person that this all they DO!! Another bad customer service move!!! Also I did bring it there to have the mirror replaced since they ordered the rear view mirror and the service light came on so since it is included when I purchased the car I asked for that to be taken care of as well.I feel that they don't really care because it was also mentioned by the GM that I bought my car thru [redacted] Volvo and not them they don't care about me but that is not right they made me feel that I made a mistake buying a Volvo Regards, [redacted]
On April 29th 2015, *** *** brought her Volvo XCin our repair facility at Volvo Of Norwood after making a service appointment to extractbusiness cards that were pushed down into the navigation screen. During the vehicle check in process and subsequent customer interview, it
was stated that her child had forced a number of business cards down into the dashboard mounted navigation system. When the vehicle was brought into the service bay it was noted by the Service Technician that the navigation screen was in the up position, the screen was blank, and there was audible instruction coming from the navigation system. An initial inspection showed remnants of paper on the lower corner of the where the navigation screen moves up and down The Shop *** was involved in the diagnostic process to determine needed repair. It was determined that the navigation screen unit would need to be removed to extract the business cards and determine if functionality could be restored. Once removed it was determined that the drive unit that moves the screen up and down had burnt out as a result of the business cards jamming the carousel that the screen moved on. There were several business cards stuck in the drive unit itself that were extracted, however at least one remained that could not be extracted. It was noted at this point that the ribbon cable that supplies electrical power and signal feed to and from the navigation screen had been partially severed as a result of the business cards being pulled into the navigation drive unit.It was determined that the navigation screen had attempted to retract with the business cards jammed inside, damaged the ribbon cable, and burnt out the drive motor. The navigation unit could not be repaired and would need to be replaced. This information was conveyed to *** as well as a repair estimate for what was needed. She inquired as to why there would be a charge since the vehicle was under warranty and it was explained that since this was a, damage not defect situation caused by an outside influence. *** was distressed by this information and the Service Manager intervened in an attempt to resolve the situation. It was again explained that the repair could not be warrantied because of the outside influence *** inquired about just pushing through the warranty and not telling Volvo about the business cards. it was explained to *** that failed components that are applied for warranty are called back to Volvo for inspection as to what caused the failure. They would note the remaining pieces of the business cards still in the drive unit, and reject the warranty claim. *** expressed that she was in the appliance business and they warranty repairs all the time just to help customers and we needed to do the same thing. The Service Manager explained that there was no way to do this. It was initially offered to *** that we would make the repair and put through a warranty claim with the understanding that if the claim was rejected, she would be responsible for the charges. The offer was rescinded after the Service Manager spoke to Shop *** again and was told that there was no way a warranty claim was going to be accepted. the Service Manager explained to *** that we would not put her in a situation where we knew ultimately she going to be responsible for a bill that she was not prepared to pay. *** again went on to say that in her line of work, warranty repairs are made just to help customers and this had been done for all the years she had worked there. It was reiterated that this was not possible. Again, being very distressed by this information, *** stated that she would never bring the vehicle back here and she would call Volvo. When *** returned to the Dealership to pick up her vehicle, I spoke to her directly. I introduced myself as the General Manager and asked what I could do to help. She explained the situation and was very upset about the idea of having to spend $to repair a vehicle that was still under warranty. I suggested that she stay in the loaner vehicle that she had from us overnight and I would speak to our Volvo Rep to see if there was anything that could be done. I left it with her that I would touch base with her the following day. She agreed and appreciated the effort. The following day I spoke with our Representative from Volvo and explained the situation. He sympathized with our situation but was unable to offer any warranty assistance given the nature of the failure. I conveyed this information to *** who was understandably upset, but thanked me for trying and stated that was all she could ask for at this point. I explained that if she decided to repair the navigation system, every effort would be made to reduce the repair cost as much as possible because it was such an expensive unexpected repair. *** called me several days later and inquired about the part numbers and part prices for the navigation system. She stated that she had a family member that would install the components in the vehicle. The navigation system was not functional when the vehicle was brought into our repair facility and the cause of the failure was diagnosed as the business cards being inserted into the navigation unit, just as the customer had explained to us. Every effort was made to attempt a repair without the customer incurring any undo expense, however, at the end of the day that objective could not be accomplished. The result was that the repair could not be made without expense to the customer. *** returned to the Dealership on May 30th for routine maintenance and a minor repair, both covered under warranty, with no mention of the navigation system issue
Due to a clerical error on our part, unfortunately the check was never cut from our office. On being made aware of this, our General Manager reached out to Mrs. [redacted] and offered to hand deliver the check for $1,300.00, which he did. We apologize for the inconvenience and for it taking so long...
to resolve.Thanks you,[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. First of all the unit was working when I parked my Volvo in there parking lot and the camera was working and so was my navigation system! Second of all there wasn't serval there were 2 business cards in the unit! I want to know when I called the General manager after picking up my car I left him a message asking him to call me back with information on why it wasn't working when it was clearly working and they said that is was no big deal to take the 2 business cards out that they do it with in 30 min, and he never called me back! That is clearly very bad customer service! Also when he said he would give me the part at no cost when I picked up my car he wasn't there and only wrote the part number on the service sheet, how can he say he will give me something at cost and not even return my calls?? He says up above that paper burnt out the drive motor, I do work with technicians all day and know from personal experience that that isn't possible, and also you said pulling them out made it short so this was something your technician wasn't able to handle and damaged my system and now your trying to blame it on me!! And another thing there is a problem with my A/C making noises when on low and my racket pinya making noises which I brought it 3 times to get looked at the first time they said that the fluid was low and neglected to look at the a/c, the second time they said they couldn't find any leaks and the a/c sounded fine which they never even stated anything about the a/c on the paper work and the tired time they said its because I have big tires and that is why it makes noise. So I asked why the noise had just started this winter and the service attended to shrug his shoulders. The paper work stated that the racket pinya for the 3rd time was ok and said it was safe to drive, but still to this day it makes noises and the a/c again was over looked!! The GM tried to tell me if you purchased an extended warranty we could of gone thru there but you didn't. So if I spent more money then I already have with purchasing this car then basically I would of had it repaired under the extended warranty , or to try to put a claim in with my car insurance, again bad customer service! And when I told him I didn't want the car I just wanted to return it cause spending 50,000 on a car and getting this way treated was unexceptable while being 7 months pregnant the GM tried selling me a used car with over 15,000 miles then what my car had so I can have a lower payment, I never asked for a lower payment I just didn't want to deal with [redacted] again. I never told the Gm I wasn't bring my car there again since they just ordered that day my rear view mirror which had damages on it. And on that note they never called me to let me know it was in so when I called the end of May to see if the part came in I was told it has been there since the first when I asked why I wasn't called they said we don't know we have ONE person that this all they DO!! Another bad customer service move!!! Also I did bring it there to have the mirror replaced since they ordered the rear view mirror and the service light came on so since it is included when I purchased the car I asked for that to be taken care of as well.I feel that they don't really care because it was also mentioned by the GM that I bought my car thru [redacted] Volvo and not them they don't care about me but that is not right they made me feel that I made a mistake buying a Volvo.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]