Volvo Cars Winston Salem

Acadia was purchased and customer took delivery on 01/17/No additional warranties apply to current purchaseRepair Order Number references VIN Number [redacted] XCTAWDEngine Fault / Serpentine Belt Failure per customerAt that time we offered a fair trade value for Volvo and customer agreed to termsCurrent purchase approved by customer in working condition as per our information

[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 Volvo of the Triad did not address the issueOur Volvo XChad a catastrophic engine failure while a driver employed by the dealership was driving the car back to us after what we were told was a minor repairNeither my husband nor I was driving the car, so we can’t testify to the chain of events when the engine failedAfter the car was towed back to the dealership, we were told that the serpentine belt tensioner had broken, resulting in serpentine belt failure and causing unrepairable damage to the engineSince the serpentine belt had supposedly been replaced when we’d bought the car six months earlier, we assumed the tensioner had also been checked or replaced, as that is part of the recommended procedure and simply common senseUnfortunately, the engine now needed to be repaired or replaced for thousands of dollars Volvo of the Triad would not accept responsibility, even though the vehicle had just been in their service department and even though their driver was piloting the car at the time of the engine failureSince we did not have the $6k to repair or replace the engine, my husband and I had no choice but to agree to their predatory sales terms for the Acadia, which included “fair trade value” for the XCminus the extensive cost of repairs I maintain that the dealership should have accepted responsibility and taken care of the repairsWe would still be loyal customers had that been the caseI’m not seeking reparation as the time has passed for that, but would like Volvo of the Triad to acknowledge that the responsibility was theirs and apologize for their poor handling of the situation / [redacted] Style Definitions */ Regards, [redacted]

I am rejecting this response because:It's showing business management hostile behavior and unethical business policies combined with aggressive advertising Regards, [redacted]

[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] Once again, I am rejecting this response because Volvo of the Triad did not address the issueA response such as "All transportation vehicles require mechanical attention during various aspects of the life cycle" is unhelpful and impertinent.My husband and I were not driving the vehicle when the catastrophic event occurredA person employed by Volvo of the Triad was behind the wheelWe don't know the chain of events before or after the engine failure; we only know what Volvo of the Triad chose to tell usMy contention is that the dealership should have accepted responsibility for repairsI'll make this simpleI would like a civil apology and an acknowledgement that the dealership handled the situation poorly, at bestMy past experiences with Volvo of the Triad, especially when Rob Satter Jrwas at the helm, were exceptionally good, which makes this current incident even more unpleasant Regards, [redacted]

My most sincere apologies for not responding immediately. Unfortunately, BBB has my old email address. I can be reached at [redacted] With Regards to the complaint, unfortunately we have a communication issue. Our company has various courtesy’s that we do... provide to our clients. One of which is a rollback service but only to be used in the unlikely event of a breakdown not for routine free oil changes. However, if the client would like to have the recommended routine maintenance done, we will send our mobile tech to them. Please understand, free oil changes versus a routine maintenance pkg is much more extensive. All of our amenities are a courtesy to clients and not a contractual agreement. Again, my apologies for any confusion and look forward to assisting them. Kind Regards,Rob [redacted] *** Dealer Principal Volvo Cars Winston Salem

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12558564, and find that this resolution is satisfactory to me.
Regards,
Andrew ***

While it is unfortunate that the engine failed we made every attempt to assist the customer in acquiring additional transportationI understand these events are costly and mechanical failure occurredAll transportation vehicles require mechanical attention during various aspects of the life cycle

2009 Acadia was purchased and customer took delivery on 01/17/2015. No additional warranties apply to current purchase. Repair Order Number 267506 references VIN Number [redacted] 2004 XC90 T6 AWD. Engine Fault / Serpentine Belt Failure per customer. At that time we offered a fair trade...

value for Volvo and customer agreed to terms. Current purchase approved by customer in normal working condition as per our information.

I am rejecting this response because:It's showing business management hostile behavior and unethical business policies combined with  aggressive false advertising .  
Regards,
[redacted]

My most sincere apologies for not responding immediately.  Unfortunately, Revdex.com has my old email address.  I can be reached at [redacted]   With Regards to the complaint, unfortunately we have a communication issue.  Our company has various courtesy’s that we do...

provide to our clients. One of which is a rollback service but only to be used in the unlikely event of a breakdown not for routine free oil changes. However, if the client would like to have the recommended routine maintenance done, we will send our mobile tech to them.  Please understand, free oil changes versus a routine maintenance pkg is much more extensive. All of our amenities are a courtesy to clients and not a contractual agreement.  Again, my apologies for any confusion and look forward to assisting them. Kind Regards,Rob [redacted] Dealer Principal Volvo Cars Winston Salem

[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]
Once again, I am rejecting this response because Volvo of the Triad did not address the issue. A response such as "All transportation vehicles require mechanical attention during various aspects of the life cycle" is unhelpful and impertinent.My husband and I were not driving the vehicle when the catastrophic event occurred. A person employed by Volvo of the Triad was behind the wheel. We don't know the chain of events before or after the engine failure; we only know what Volvo of the Triad chose to tell us. My contention is that the dealership should have accepted responsibility for repairs. I'll make this simple. I would like a civil apology and an acknowledgement that the dealership handled the situation poorly, at best. My past experiences with Volvo of the Triad, especially when Rob Satter Jr. was at the helm, were exceptionally good, which makes this current incident even more unpleasant.
Regards,
[redacted]

We understand that our client would like a second key. If the car was certified it would have 2 keys.  The vehicle that was purchased was not certified, therefore there’s no guarantee of two keys. We are happy to offer a pass through for an additional key if they choose.  We have reached...

out to the client and awaiting a response.  Thank youRob [redacted]

This customer has called numerous times.  We do not provide lifetime repairs on oil seals.  The car was in on 03/10/2015 for a state inspection and a tire losing air, they declined repairing the tire.  prior visit was 12/08/2014 for accident damage.  Prior to that it was in...

08/07/2014 for maintenance and an oil pan gasket.  Customer has driven over 30,000 miles since we did an oil pan gasket.  We have attempted to explain that there are numerous seals and gaskets on an engine, and others could be leaking, and there is not a lifetime guarantee on a seal or gasket.  Any vehicle that comes in, at all times, unless under manufacturers warranty, the customer is required to authorize initial diagnosis.  Unlike most repair shops, we waive the diagnostic fee if the work needed is performed.  The customer has an aftermarket warranty that may or may not cover the issues with their car.  They stopped in about a month ago and did not want us to look at their car for a noise, just wanted someone to drive with them and not bring in to check.  We were unable to do that as the two front tires were completely worn to the point of metal cords protruding from both front tires.  Due to severe safety concerns, we would not drive that car.  We feel we have been very willing to assist them, but they feel because, once upon a time we repaired an oil leak, all leaks and other problems with their car are covered for life.  This is not the case.  If they desire to bring their car in and authorize initial diagnosis, we will be happy to look at their car and call their extended warranty company to see if needed items are covered. If there are any questions, please feel free to call me at either number336-723-4111   work[redacted]  [redacted]Thank YouRalph H[redacted], Fixed Operations Director

[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 Volvo of the Triad did
not address the issueOur Volvo XChad a catastrophic engine failure while a
driver employed by the dealership was driving the car back to us after what we
were told was a minor repairNeither my husband nor I was driving the car, so
we can't testify to the chain of events when the engine failedAfter the car
was towed back to the dealership, we were told that the serpentine belt
tensioner had broken, resulting in serpentine belt failure and causing
unrepairable damage to the engineSince the serpentine belt had supposedly
been replaced when we'd bought the car six months earlier, we assumed the
tensioner had also been checked or replaced, as that is part of the recommended
procedure and simply common senseUnfortunately, the engine now needed to be repaired
or replaced for thousands of dollars
Volvo of the Triad would not accept responsibility, even
though the vehicle had just been in their service department and even though
their driver was piloting the car at the time of the engine failureSince we
did not have the $6k to repair or replace the engine, my husband and I had no
choice but to agree to their predatory sales terms for the Acadia, which
included "fair trade value" for the XCminus the extensive cost of repairs
I maintain that the dealership should have accepted
responsibility and taken care of the repairsWe would still be loyal customers
had that been the caseI'm not seeking reparation as the time has passed for
that, but would like Volvo of the Triad to acknowledge that the responsibility
was theirs and apologize for their poor handling of the situation
Regards,
[redacted]

I have personally reached out the the gentlemen and addressed all concerns. We have given him the information requested and I believe we have a better understanding as to the miscommunication of our courtesy programs.  Please feel free to contact me directly with any further...

questions. Thank you Rob Satter Sr. Dealer Principal.

All claims are false and unwarranted. Unfortunately Mr. [redacted] was not present when his son entered my office making threats and screaming at the top of his lungs. I immediately asked him to leave the dealership. He refused and I was forced to call the law. HIS SON IS NOT WELCOME BACK TO MY...

ESTABLISHMENT!!
If Mr. [redacted] would like to address his sons concerns with me personally and act civil, unlike his son. He is more than welcome to set up an appointment with me and I will address his concerns to the best of my ability. Also, after being escorted from a police officer, off the premises, Mr. [redacted]'s son returned only to threaten physical harm to me and my staff. I too will use all lawful methods to protect myself and my employees.