Smithtown Volvo

Review: Brought my car in for a repeat detailing to remove swirl marks put into the paint surface by Volvo of Smithtown during the last detailing that I had done there. We agreed to split the cost of this detailing and that I'd pay a discounted 100$ for this service, since it had been a while since the last unsatisfactory and damaging detailing. There had also been some peeling clear coat on a thin strip of metal above the driver side windows that showed up after the first damaging detailing. While the next detailing was being done over a two day period (July * and [redacted] 2014), I saw the car at the end of the unfinished first day's work and saw that there were SEVERAL NEW SPOTS OF DAMAGE TO THE CLEAR COAT ON THE SAME STRIP TOWARD THE BACK OF THE CAR, INCLUDING ONE LARGE CURLED UP PIECE OF CLEAR COAT THE STOOD OFF THE SURFACE OF THE CAR ABOUT ONE INCH HIGH. I then realized that the peeling of the clear coat on that strip, both old and new , were caused by the friction of their detailing equipment that they use, since the new damage matched the old damage. THERE IS NO OTHER PEELING PAINT ANYWHERE ON MY CAR, EXCEPT FOR THESE RIMS (ALSO SOME DAMAGE ON THE RIM OF THE OTHER SIDE). I told the desk guy that I'd need to talk to the [redacted] about that the next day when I would be picking up the car. The next day, when the desk guy called me at home to pick up the car at 4 pm, I reminded him that I wanted to talk to the [redacted] about the new peeling clear coat finish. I was told 'he was in a meeting', but that he'd be out of the meeting by the time I drove there (about 4:30). When I got there, and asked to see the [redacted], the desk guy said he was 'still in a meeting'. In the meantime, I was given back my auto key to move my belongings from the loaner car back into my own car. Now it was getting close to 5 pm and I know they leave at 5, so there's no way he'd still be in a meeting. I Waited around some more and saw the [redacted] walking around. Told him I wanted to talk with him- and he already knew I was the customer that requested to talk with him earlier. THE [redacted] WALKED RIGHT PAST ME AND QUICKLY DISAPPEARED SOMEWHERE. The desk guy took out my bill and I was asked to pay the $100 for the detailing. I said I'd pay for the detailing AFTER I talked to the [redacted]. I WAS THEN TOLD THE [redacted] HAD LEFT FOR THE DAY! I was then told by the desk guy that the [redacted] said that they would be doing nothing for me regarding the peeling clear coat, so just pay it. Told them I was not leaving or paying until I talked to a [redacted]. The desk guy reiterated that he wasn't going to contact the manage or get any other [redacted] to help me, so just pay it and leave. I told him I'd leave, but come back and talk to the [redacted] tomorrow, and THEN pay the bill. The desk guy then used the loaner car I had used previously to BLOCK MY CAR in so I couldn't leave and HELD ME HOSTAGE FOR THE MONEY and said he wouldn't move the loaner car barrier until I paid the bill, which I reiterated that I wouldn't, until I spoke to a [redacted]. They said it 'wasn't happening'. Waited til 7:45, when they called the police to have me ejected, so they could go home for the night, without any satisfaction. I was instructed by the police to pay the bill and take them to court about this, if I so desired. I then payed with my VISA and signed the repair page ,but then went back and read it over carefully, because I figured they'd try to cover themselves regarding the damages. Sure enough, they fraudulently had added that all the damage had been pre-existing,, even though earlier, the desk guy said he hadn't noticed the condition of the strip before the detailing was begun. I then ripped up the fraudulent repair bill, but they already had my credit card charge that had gone through. They were clearly covering themselves in order to have no liability with the damaged strip. This is a sleazy organization.Desired Settlement: I'd like an apology via phone call FROM THE COWARDLY [redacted] for the disrespectful lack of customer servicer, the lack of problem resolution at the time of payment, and a replacement of the right side strip newly damaged by their machinery (120 plus installment- I called the Huntington Volvo parts dept. for the price).

Consumer

Response:

At this time, I have not been contacted by Smithtown Volvo regarding complaint ID [redacted].

Sincerely,

Review: Hi, this is now my third complaint about the deplorable service that I received at Smithtown Volvo. The next day (Sunday, 7-**-14) after I bought the car (Saturday, 7-**-14), it was brought in for service because the air conditioning was not working, my steering wheel was making a clicking sound, and my sunroof shade cover would not close. These were all problems that DID NOT exist when I test drove the car. The dealer offered to replace my headliner when I test drove the car because the fabric was hanging down and staples were used to keep it up. After the headliner was replaced, with dirty fingerprints everywhere, the sunroof shade fabric was no longer attached to the shade cover. To date, this problem has still not been addressed. At some point, The dealer stated that it refused to put any more money into the car but did recommend a used OEM auto parts place where I could acquire one. I don't understand why I had to pay for something that was their fault but I tried to work with the dealer. On Monday 7-**-14, I picked up the car. The air conditioner and steering wheel were fixed; the sunroof shade cover was not. On Wednesday 7-**-14,the headliner and driver side floor carpet were wet after it rained so the car when back to dealer. On 7-**-14, I picked up the car after a clog in the sunroof drain was cleared. At one of these visits, I stated that the windshield wipers were not working properly. the service center said the wipers were dirty and cleaned them but reinstalled them the wrong way forcing me to pull over on the side of the road to put in the right way. The following week, I was at the dealer again for them to try to "fix" the sunroof shade cover. I stated that the dash board would shake when I cold started the car. They said they would look at it. The next week, I was back at the dealer because a headlight bulb went out. This past Monday, 8-*-14, the check engine light came on. I brought the car in on the same day and the dash board shaking that I was complaining about in previous weeks was due to two ignition coils that failed rendering two of the cylinders inoperable. After this last incident, I informed my salesman, [redacted], that I no longer wished to own the car and that I would gladly pay a higher monthly rate to lease a new car for some piece of mind and they could roll over my $3,000 deposit for my current car into the deposit for a new leased car. I even went as far as to state that I would reimburse the dealership for the headliner and ignition coils that they replaced. My salesman stated that the [redacted] (**) typically doesn't take the cars back. Today, my salesman informed me that the **, in fact, would not take the car back. As you can see, I have been very reasonable up to this point. I am a SUBARU LOYALIST and decided to give Volvo a try. This is the worst car buying experience that I ever had and because of it, I feel that I will never own another Volvo and make sure that everyone I meet for the rest of my life is cautioned about doing the same based on my experience. Please correct their mistakes. Thank you!Desired Settlement: I want to give back the car that I purchased and lease a new one.

Business

Response:

Thank you for your feedback on your experience and the opportunity to work with you. We have always been in the business to get to the root of any issues regarding our clients needs which is why currently we are ranked 4th in the country out of 304 Volvo Retailers in Customer Service Satisfaction.

Realizing your concerns back in early July it did seem that there were different issues which had to addressed. With your patience accompanied with us focusing on your vehicle together we are pleased to say that the needed repairs were competed as planned. In addition, we are pleased that there has not been any issues with your vehicle over the last six(6) weeks.

As always, if any concerns arise in the future please feel free to contact our establishment at any time. Once again thank you for giving us the opportunity to make it right!

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The problem with the sunroof shade and with my engine have not been repaired and thus, the reply from the dealer is non-responsive. I have attached the complaint that I filed with the NYS DMV on Thursday, August **, 2014. Of particular interest is the update I provided in the complaint which states:

I filed four complaints with Volvo

North America explaining the above issues and their response at after trying to

seek resolution was “the dealer will not respond to us . . . our hands are

tied.”

Monday, August *, 2014, I brought the car in on the same day after my check

engine light came on in the morning. Two hours later, [redacted] (service

representative) told me that the problem was my ignition coils and that they

were “replaced as a courtesy.” (the “ignition system” is covered under my Lemon

Law warranty) [Exhibit C(4)]

Tuesday, August *, 2014, the check engine light came back on. I called [redacted]

immediately and was informed that the service center did not replace the

ignition coils, which they stated on Monday, because they did not have the

coils. He told me that the spark plugs were replaced instead and that I would

have to bring the car back in for service. He did not inform me on Monday that

the repair needed what not performed nor did he tell make another appointment

to get the vehicle serviced correctly.

On Wednesday, August *, 2014, I filed a complaint with the RevDex.com and the dealer has still not responded to my complaint.

Monday, August **, 2014, I dropped the car off at the dealer to replace the

ignition coils. The car remained at the dealer through Tuesday, August **,

2014. The work order states that my ignition coils and wiring were replaced [Exhibit C(5)].

Wednesday, August **, 2014, the car was still having a rough start on a cold

start.

Thursday, August **, 2014, I dropped the car off at another Volvo Dealer

(Volvoville) to get an evaluation performed and a trade-in quote (Volvoville

made a great first impression). The dealer, Volvoville, informed me that the

same problem still existed (misfire of a cylinder upon start up) and other

issues with the car that estimated $1,500 in repair cost (brakes, brake fluid

flush, antifreeze flush, dry rot tires) [Exhibit

D]. The dealer offered me $4,000 to trade-in my car, which does not come

close to the $7,700 that I owe on the car note.

At 5:01 pm on the same day (8-**-14), I called Chase Financial (the servicer of

my auto loan) and informed them of the issues that I have with the car. The

customer service representative informed me that he would forward my complaint

to dealership management for Chase, who will contact the car dealer and that

they, Chase, would call me back within 10 days.

Friday, August **, 2014, I called Smithtown Volvo at 8:21 am and spoke to the

[redacted]. I informed her that I have complained about the rough engine

start on a cold start three times without being repaired and that I will be

invoking the Lemon Law. She told me that she would leave a message with both

[redacted] (**) and [redacted] ([redacted]) informing them of the issue

and that one of them would get back to me.

On the same day, 8-**-14 at 4:33 pm, I called the dealer again because I did

not hear back from them all day.

Saturday, August **, 2014, I still did not hear back from the dealer.

Sunday, August **, 2014, I still have yet received a response from the dealer.

Being reasonable, I can understand that no action would be taken on a Sunday.

Monday, August **, 2014 at 8:40 am, I called the dealer. I spoke to the

[redacted] who transferred me to the [redacted], the [redacted], and told him

that I need a resolution to the issues with the car. I was informed that the

[redacted] was on vacation this week. He put me on hold and I was

transferred back to the [redacted]. I left another message with the

[redacted] for the [redacted] and/or [redacted] to call me back.

Tuesday, August **, 2014 at 5:41 pm, I called the dealer again and spoke to the

[redacted]. I told her that I have still not heard back from [redacted]

([redacted]) or [redacted] ([redacted]). I left a message with the

[redacted] for the [redacted] to give me a call back by the next day

(8-**-14) at 1:00 pm or I will be filing a complaint with the New York State

DMV and with Suffolk County.

Wednesday, August **, 2014, I did not hear back from the dealer all day and

started to prepare my complaint for your office.

As you can see, the response from the dealer is generic at best and does not address any of the problems that I have with the vehicle.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I am leasing my S60 AWD from Smithtown Volvo in [redacted]. Within 3 months of having the car my brakes failed forcing me to use the emergency brake to stop. The car was brought in for repair, I was assured the problem was fixed. 2 or so months later, the same thing happened. My brakes completely failed, nearly causing an accident, luckily I was able to use the emergency brake in time. Car was brought in to Volvo again, turns out that it needed a slew of new parts and that it was not properly diagnosed or fixed the first time. Thankfully since then I have not had a problem with the brakes again. However,on 3 separate occasions, the SRS urgent airbag light has gone off. My car is currently in the shop "repairing" this problem for the 3rd time. I decided on Volvo because of their safety rating believing this would be a safe vehicle for myself and my 2 small children. I do not feel comfortable driving this car any longer, Volvo corporate is refusing to buy the car back or exchange the vehicle. They did offer me a month's payment in return, however if I could choose I'd prefer the safety of my family over a measly $370.Desired Settlement: Replacement or I want out of the lease.

Business

Response:

All of us at Smithtown Volvo strive to have every customer satisfied which is why currently we are placed fourth(4th) in the country for total customer satisfaction through Volvo Cars of North America out of [redacted]. Be assured that we have worked diligently always staying focused on any and all issues.

It is of great satisfaction that after placing a new "occupant weight sensor" for the passenger seat during your last visit has corrected the issue at hand and is working as designed. All is well and please keep the $370 for any inconvenience.

Have a safe and peaceful day...

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Volvo has not addressed the issue at hand- I do not want to keep this vehicle. I understand Volvo is satisfied with their repair of the weight sensor on the passenger side, however, I am not satisfied that this has solved the problem, yet. The 2nd time in the shop for the SRS airbag light I was assured that it only needed a software update to fix the problem. Obviously that was not the solution. The first time my brakes were "fixed", I was assured that that problem would never happen again, yet again, that wasn't the case. The bottom line this that this is not a safe vehicle and Volvo's generic response to my complaint is a further insult.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Smithtown Volvo regarding complaint ID [redacted].

Sincerely,

Review: I brought in my 2014 Volvo s60 for an oil change on January [redacted], 2014. When I got home, I realized that the dealership had decided to remove my license plate frames and replace them with frames that advertise their dealership, Smithtown Volvo. I purchased my car at another dealership in the area. Smithtown Volvo decided that they had to right to Steal my plate frames off of my car for free advertising for the dealership and personal gain. Not only is this theft of personal property, it is extremely unprofessional. My wife spoke to [redacted], the [redacted]. His only response was that "this is a common business practice of dealerships". I have a very hard time believing that theft is a common business practice, especially considering neither I, nor anyone I know has ever experienced this unscrupulous business practice with any other dealership or service center. I also contacted the [redacted] of Smithtown Volvo, [redacted] via e-mail and as of today he has not responded.Desired Settlement: I am requesting a refund of the service for which I paid as Smithtown Volvo abused the contract and customer agreement by stealing personal property from my automobile while in their care in order to benefit financially from free advertising. I also want my original license plate frames returned to me via mail in the same brand new condition in which they were at the time of service at Smithtown Volvo.

Business

Response:

We offered this customer to remove any plate frames that were on his/her vehicle if they would come back to the dealership.