Volvo Huntington

Review: I am writing this document to resolve my concerns with the service of my 2011 C70 purchased in March of 2013. I purchased at point of sale a 2 year extended warranty product from [redacted].

My vehicle was towed to Volvoville Huntington on April [redacted]. The engine seized after a new starter purchased from your parts department was installed by my [redacted], on April **, 2014.

My [redacted] recommended my car be towed to Volvoville, Huntington for diagnostic service.

[redacted] was my first contact at Volvoville. I presented him with my extended warranty and he said he would be in touch.

[redacted] was in touch with my warranty company and he said they would be out to see the vehicle on April **. [redacted] told me that the engine had seized, but the warranty company would not cover the engine until the cause was determined. [redacted] said he had to charge me $588. To tear down the engine to diagnose the problem.

Representatives from the Warranty Company returned to Volvoville on May *, to reassess the cause of the engine failure. It was determined that the engine had blown a rod. The warranty representatives said they would get back to [redacted] with some numbers.

On or about the [redacted] of May, [redacted] contacted me with 2 scenarios, 1st option was to replace my engine with a used engine with approximately 30,000. Fully warranted at an additional cost of $600-$800. 2nd option was a new fully warranted engine with a cost of $4500-6000. I opted for the used engine as it was more cost effective. I questioned the additional fees, as I did have a warranty. [redacted] stated the costs were to cover the diagnostics.

I decided to contact the warranty company directly. I spoke with [redacted] who stated the costs of the diagnostics as well as the engine were fully covered by my warranty.

I called [redacted] and let him know this and he said he would speak to his boss and try to get the price lowered. I stated I should only pay my $100. Deductible as outlined in my warranty.

To date [redacted] has not returned my call regarding adjusting the fees. He did however, contact me on May ** to let me know that the engine arrived sooner than he expected but, not all of the parts were there yet. Furthermore he informed me that the new starter purchased from his dealership by my [redacted] was no longer functional. He guessed that my [redacted] must have ruined it and he said I needed to purchase another from him in order to proceed. He said he thought this repair might be $1000 or more.

I contacted Volvo USA and learned that Volvo parts such as my ill fated starter had a one year warranty if installed outside of a Volvo Service facility. My [redacted] is a well regarded, NY State licensed [redacted].

Volvoville charged me additional fees for installing my replacement engine even though they were also paid for by my warranty company. My car was held for ransom until I paid this fraudulent charge of $808.84.

From day one, [redacted] said he would charge me about $800.00; I questioned this due to the fact that I have a warranty with a $100 deductible.

First the $800.00 was for diagnostics. Then when that was covered, I was told that it was for labor costs that would not be covered. When that labor was covered, they created a bill for parts and labor already covered by my warranty. Clearly they were going to double dip.

Therefore, as I purchased a warranty that covers all parts and labor, and Volvo has a warranty to cover their parts, I strongly disagree with [redacted]’s assessment of the ever changing costs of this project.

I am disappointed with my experience with Volvoville Parts and Service. I feel it is not best practices to constantly try to mislead me about the costs that are covered.

Today I have seen that Volvoville, U.S.A. has had 5 complaints to the Revdex.com in the past 12 months, 4 of which have been documented as problems with parts and services.

As a business person myself I know that customer service is always paramount. I feel it is only fair to bring this issue to your attention so that your business can have the opportunity to resolve this situation.

As you can see I am a prodigious letter writer and will leave no stone unturned to protect my rights in this matter. I sincerely hope that you will resolve the issue in a satisfactory and in a manner for which the Volvo name is revered.Desired Settlement: I would like a full refund for the amount paid to Volvoville since this should have been fully covered under my warranty.

Business

Response:

I am responding to complaint #[redacted] had her vehicle towed in from an outside repair facility with a complaint of vehicle not running. My tech assessed that the motor was seized. This was the first time [redacted] had brought her vehicle into our shop for service, after contacting her extended warranty company they wanted us to contact the customer to authorize diagnosis time to verify why the engine had seized. [redacted] authorized time to remove the oil pan the check the engine. After removing the oil pan the tech verified that the #2 rod was spun. [redacted]'s warranty company sent out an adjuster out to confirm our assessment of her vehicle. Her warranty company agreed to either contribute a fixed amount of money towards a new engine or would send us a used junkyard engine. We advised [redacted] of the options and she decided to go with the used engine. As an accommodation we let her use one of our loaners at an expense to us of $45.00 per day, so she wouldn't have to keep paying for an [redacted] rental. After receiving the used engine (which her warranty company said would be a complete engine) we had to swap over and replace parts that we're either damaged or unusable. I keep in contact with her warranty company and they agreed to allow us soma additional time for the extra work and parts needed to complete the repair properly, but they did not authorize all of the parts and repairs. I explained to [redacted] that she would be responsible for the difference of what her warranty company was not covering. After installing the engine we realized the newly installed starter, put in by her own [redacted] was burned out. We had no way of knowing this until the engine was installed in the vehicle. [redacted] felt there should be some kind of warranty on the part (there is a 2 year warranty on the part against defects), but the starter was not defective, it was burned out by her tech. Our assumption is her own tech misdiagnosed a bad starter as opposed to a seized engine and he burnt out the starter by trying to start the vehicle. Unfortunately we can not warranty a burnt out part, due to a misdiagnosis by an outside [redacted]. The customer was not charged any labor to install the starter, she was charged for the starter and the additional hours of labor to install the engine that her outside warranty was not willing to cover. We went above and beyond to accommodate this first time customer who routinely maintains her vehicle at another facility. We absorbed the cost of the loaner vehicle we supplied her with and we absorbed the cost of the labor to install the starter that her own personal [redacted] damaged by misevaluating the situation with the seized motor. Her vehicle was never held for "ransom." I can not release any vehicle from this facility until all outstanding fees are paid in full, in her case I released the vehicle before we got payment from her warranty company to accommodate her and get her back in the vehicle as quick as possible. If you hav any further questions or concerns please contact me at [redacted]. Thank you for your help with this matter

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:

[Your Answer Here]

When I finally heard from Volvoville they told me that they heard from my warrantee company and I had the choice of either a used engine and possibly incurring additional labor fees of $600-$1000. from them or a new engine which would cost me an additional fee of $4500.00 and upwards; I chose the lesser.

I then questioned my warrantee company as to any additional fess from Volvovilles and they assured me that everything was covered and that I should only be paying my $100. deductible. I had called [redacted] at that point to question that and he said he would talk to his manager to try to have the price lowered.

I had been in a rental car from [redacted] from April **, 2014 through May **, 2014 before a loaner car was offered to me by Volvoville. I called everyday to follow up on my car and for answers and [redacted] was always waiting for responses from his managers or the warrantee company. As for the final bill from Volvoville, I even incurred a $260.00 used engine handling fee which is beyond questionable. The engine was delivered to them by my warrantee company...

As for it being a junkyard engine, I understood that this engine was a used engine which would be under new warrantee. Leave it to the shabby garage to now comment that I received a junkyard rather than a used engine. This car was 2 years old when I purchased it along with an extended warrantee and never would I have thought that I would need a new engine.

As far as my local garage of [redacted] who has been in business for over 35 years; I am appalled by their accussations and know that they do not have Better Businees Bureau complaints against them. They are an honest and family run facility. My family and I have done buisness with them for ever. My [redacted] is as honest as they come. We are still waiting to hear from Volvoville about the defective starter they sold to [redacted]. They claim he over cranked it, it's preposterous. It was a defective engine, it was a defective starter.

It is little wonder that Volvoville already has so many complaints against their service department with the Better Buisness Bureau.

Volvoville changes their story every time they are queried. I have a valid warrantee. They were paid by my warrantee company to install a working engine. They gouged me for additional fees like spark plugs, oil, antifreeze. I think these are components of a working engine. A handling fee for the engine? It was delivered to them by my warrantee company! It is deceptive practice. This is why I have sought the assistance of the Revdex.com to resolve this situation.

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

Sincerely,

Business

Response:

The loaner vehicle was offered to the customer as a courtesy so she would not incur any more charges from [redacted]. We are under no obligation to give any customer a vehicle for any repairs. Her warranty company only covered 6 days of rental. The $260.00 "handling charge" was authorized and paid by her warranty company, because they we're sending us an engine to install in her vehicle, and as is common practice, warranty companies allow for a small markup on parts supplied to the dealership. I can not attest to the abilities of [redacted] at [redacted] auto advised us that the starter worked for 10 seconds before the engine seized. We honestly believe HER [redacted] misdiagnosed the vehicle as having a defective starter, when in fact it was a seized engine, which when the new starter was installed caused the starter to fail immediately by over cranking. The starter [redacted] is referring to was burnt out, not defective ( the starter smelled when it was removed from the vehicle, indicating it was burnt out, and not defective). By trying to turn over a seized engine caused the starter to burn out. The customer was advised that if [redacted] agreed that the starter was in fact defective and not burnt out by over cranking, then we would refund her the amount she paid for the starter. We are still awaiting a response from [redacted]. as to what caused the starter to burn out. The labor to install the starter was not even charged to the customer, but waived by our dealership as an accommodation. The additional fees paid to us by [redacted] we're for parts and labor that we're not being covered by HER warranty company. As a dealership we went above and beyond to help her out in any way possible including offering her a loaner vehicle at our expense and waiving additional labor charges for installing a starter that her [redacted] burnt out. All of the delays in getting the vehicle fixed we're caused by HER warranty company having to get approval from their main office on the repairs.

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:

[Your Answer Here]

As for the courtesy car offered to me by Volvoville, this was offered after a month of renting and many daily follow up phone calls. My car was sitting

in their lot and ready for pick up for over a week as they were continuing to settle back and forth with the warranty company.

A few minutes after picking up the car, I noticed that the tire pressure warning light came on in my front dash, which made me immediately call Volvoville. I

wanted find out why, and what the pressure should be so I could add air into my tires. Upon getting on the highway, I also noticed that the whole front end of

the car would continuously shake terribly, as well as pull to the left when applying the brakes, when speaking to the service department to inquire, they

responded that it was probably rust build up on the brake rotors, due to the fact that the car sitting for so long. They clearly should have taken the car

for a test drive. It does not seem okay that after all of this hassle, the car would not run the same or even better than before.

As you can read in their follow up letter they state that the $260 handling charge was paid by the warranty company, yet there seems to also be a $260

charge on the bill from Volvoville. They clearly admit that they extracted $260 for a handling charge from the warranty company. The letter from the warranty

company also states their feelings and proves how dishonorable they are as far as their labor charges are concerned.

It seems that the service and quality offered at Volvoville has not been up to par and that this dealer has taken part in both unethical and immoral business

standards.

Please see the attached documents so that you can draw your own conclusions in this matter.

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

Sincerely,