Village Motors, Inc.

Pursuant to Ms***' assertions:The PEM replacement initially installed in her car did resolve the stalling while driving complaint at her initial visitWe had not experienced the no-start situation but it seemed reasonable that the same problem could also cause the car to not start.On the second
visit, the complaint change: If car sits just a click and the you try to start just a click, no crankIf wait minutes then startsWhen coming to a stop feels like is going to shut offIntermittent. The car did fail to crankWe found the battery weak, we charged it and it passed testing, and in repeated testing after charging the car always startedWe experienced nothing regarding feeling like the car was going to stallWe noted, incidentally, that the lower radiator hose was leaking profusely and suggested its replacement, which Ms*** authorizedThis had nothing to do with any complaint, but was clearly an urgent needNothing was charged to Ms*** regarding the starting issue nor the feeling like the car was going to cut off issue.On the third visit, we experienced only the starting problem and in my communication with Ms*** she stated there was no longer a stalling issue, only a starting problemWe made a diagnosis, and I encouraged her to seek another opinionHappily, she did so and *** *** replaced the battery alone, and not the battery and starter as we had suggested. It appears that Ms***' issues are all resolvedIn total, there were three issues with the car since May 13, when we first saw the car: stalling out while driving, failure to start, and--as identified on the May 28 visit--a leaking radiator hoseOur only charges to Ms*** were for the PEM, which fixed the stalling (a battery failure would never cause a car to stall), and the replacement of the leaking hoseAs such, Ms *** paid for exactly the repairs her car required, nothing moreIt is unfortunate that it did take extra visits, but whereas the conditions were intermittent, I believe that Volvo Village of *** exercised good faith in the execution of the diagnoses and repairsI believe we also acted in good faith following her third visit here when--having told me she was having trouble in having faith in our diagnosis--that I suggested that she get another opinionWe're human; we're not always rightBut we always operate from a perspective of maintaining the highest degree of integrity.As such, and this has been reviewed with *** *** *** ***, I have considered Ms***' request for settlement, and with due respect, find that there is no merit to this request.Sincerely,*** ***Service Manager*** ***

Revdex.com, This is in reference to complaint [redacted]  that was filed on 8/6/17 by [redacted].  My name is [redacted] Service Manager of Boston Volvo. I have read the supplied letter and information regarding this complaint. Boston Volvo currently has several...

certified [redacted] technicians on call daily. When Mr [redacted]  took his vehicle in on 6/21/17 110,727  RO 555319, his complaints were "the vehicle not running good, engine misfiring and poor acceleration" Also he stated to check the air conditioning system. [redacted] trained technician inspected the vehicle and found faults po303 p0302 p0304 p0305 and p0300, all related to the Ignition system. Once we determined failure we found several ignition coils had failed, and damaged several spark plugs. We replaced all 6 spark plugs and installed 6 updated igntion coils and retested. The car was then running as designed at this time. The 2nd issue was related to A/C operation. A [redacted] factory trained technician checked for pressure from within the system, found there was none. We performed a recharge of the air conditioning system, found it to be holding pressure at that time, however the pressure sensor was not reading correctly, this caused the a/c compressor to not operate. At this time Mr [redacted] was provided with an estimate for repair which included the special order sensor, labor and tax. Mr [redacted] then authorized [redacted] to order the part. On 7/5/17 Repair order [redacted] Mr [redacted] brought his vehicle back to Boston Volvo. He declined to have us install the air conditioning pressure sensor, but then asked us to look at a "misfire when cold started" he did state "seems to improve when car warms up" As well as look at the fuel level gauge no working correctly. This visit we had a factory trained [redacted] technician inspect the vehicle, we found no related fault codes and no condition present. Mr [redacted] had dropped the car off at 9:39 am  and had picked up the car 7/10/17 just after 12:00. From when the car was dropped off on  Wed and Picked up on July 10th, no cold start issues were ever noticed.  In regards to the 2nd complaint of the fuel gauge not working, we found fault codes p0089 p046100 fault codes. Code p0089 related to the "fuel pressure" and this COULD cause a slight hesitation/rough running sensation but was never experienced. This part is located on the passenger side of the engine, between cylinder heads. It is partially submerged in gasoline, and is subjected to some of the hottest temperatures being located there. The 2nd fault code p046100 is related to Mr [redacted]'s complaint of the fuel gauge showing higher then stated fuel level.  This repair is made by replacing the faulty fuel level sensor which is part of the sending unit inside the fuel tank. Once the tank is removed from the car, the fuel pump can be removed and the fuel level senor can then be replaced. This part as stated is located inside the tank and in no way can be effected by replacing spark plugs. The part number 22672171 is the specific part for this car and this repair. Boston Volvo has sold over 20 of these sensors in just 12 months. It is a known common failure to general motor vehicles equipped with this sensor. With respect to Mr [redacted]s complaint of lack of operation of the audio system. [redacted] had spoke Mr [redacted] at time of pick up related to the audio system. We again had a factory trained [redacted] technician inspect the vehicle, found the "o-bus" (short for Optical Bus Communication Network) had an open. As with any fiber optic system, once the fiber optic signal is lost, the whole system will stop operating. We looked at the car, found no obvious or topical issues. One common repair is with the amplifier for the system. Typically this is located under the seat and easily accessible. However, on a convertible this part is located in the trunk on the driver side. First step from [redacted] instruct the tech to be extremely careful due to any damage to the optic cable could disrupt the signal. This is particularly significant where we know the customer had work done on this system some time ago, however if the cables were not handled with care degradation of the cables is possible. Mr [redacted] is claiming we damaged his fuel level sensor which is located in the fuel tank, and an amplifier which is located in the trunk over carpeting. With respect to Mr [redacted]'s vehicle, its difficult for Boston Volvo to take responsibility for a car which is 11 years old and over 111,000 miles. We have always taken care of our customers in the correct way for the past 60 years of business, and we will continue to do so. Please feel free to contact me with any further information or questions you may have related to this situation. I just want to make it clear that in no way did Boston Volvo maliciously or inadvertently damage Mr [redacted]'s vehicle. We feel we have clearly demonstrated the area of repair we were in and how the current issues were in no way effected by our presence. Boston Volvo is accepting no responsibility for the repairs, however Boston Volvo would like to make a gesture of goodwill for Mr [redacted] and offer one repair to be done at store cost