Volvo of Glen Cove

Review: I lease a 2013 volvo XC90. This past weekend the "Anti Skid Service Required" message came on. I called volvo first thing Monday morning, 1/**/2016. They told me they have no availability to service the car for 2 weeks. Not wanting to drive an unsafe car for two weeks. I asked what my options are. The only options they provided was to bring it to another volvo dealer. The next closest one (30 mins away) didnt have an appt for a week. I offered to have my local auto shop repair it that day and have volvo reimburse me. They said that was not an option.

So basically Volvo is giving me no options. I either drive an unsafe car for a week, or I pay for it out of my own pocket.

If this was a minor issue such as an oil change or a cosmetic issue, I can understand. But this is potentially a serious safety issue, especially in January in NY where we can have ice and snow.Desired Settlement: GLen cove volvo should either A. Fix the car within 2-3 days of my initial call or B. reimburse me if I pay for it out of pocket at a local auto shop.

Business

Response:

Tell us why here...We had customer bring is vehicle in for repair and gave him a loaner vehicle until his vehicle is fixed.

Review: On August **, 2015, I called Glen Cove Volvo where I had leased a car prior in 2013. Then they were owned by Group 1 Auto under the name, Hassel Volvo.

I spoke to the reception and encouraged to come in as the prices at the dealership would be even better than the online advertising. I did advise I was from North Carolina and I wanted them to take care of everything as far as taxes, DMV, etc.

I came into the store, spoke with reception and was handed over to JC (Jabeer).

We went through a test drive (I was leasing the same model but a different engine--it was fine) and then checked inventory.

We found a silver car with a black interior and all the features I had been looking for.

I gave a $600 deposit for DMV fees and any other fees in case after negotiating directly with the floor sales manager, Kristin.

I informed them I would be back the following week, on Wednesday 8/**. They insisted the car be ready the following week, on Tuesday 8/** but I told them I would be flying in and driving back.

I asked about delivery but they stated since I would not be able to inspect the car prior, they could not ship it with the coverings from the factory and I'd need to pick it up and inspect it first.

Due to business concerns I was only able to fly out on Wednesday 8/** and called Jabeer to let him know that I would pick the car up at 9AM on 8/**.

When I arrived at the dealership the car was not outside and was not ready. I went through all the paperwork. Jabeer INSISTED I sign that the car was delivered. I refused and became a little suspicious.

When finally the car was ready, around 10:15AM (already late) I opened the front door and my eyes focused on what appeared to be marks on the rear driver's side bumper.

I walked closer, about 10 feet away, and it was clear these were through the paint scratches. As I got closer I saw there were 2 impact scratches through the clear coat and at least 1 layer of paint. Further, there was a nick to the black material of the bumper-so all paint was gone.

The other side had a similar mark but appeared only to be clearcoat.

I refused delivery as I expect a new, unblemished car.

This was not something that could be detailed out. It needed paint. By chance, Dimitru, the general manager, came in on his off day. He saw this and said he'd send it out to be painted-I asked how in 1 day-he said it could happen. The car sat until 12:15 (2 hours later) before being sent out.

At this point I looked at all available stock and was willing to pay an additional $45/month more than agreed to go one trim line up.

They pulled out the new car with a light interior (not my choice) and I inspected it with JC and Kristen. Upon inspection I noted 2 small scuffs in the driver's side bumper and also 2 marks on the seats. I was told the marks would be removed and the seat cleaned.

I went out for lunch around 12:30 and was told the car would be ready when I returned from lunch. At 1:30 I returned, no car. I sat and waited. Finally at around 3:00--already near the end of my chance to drive in daylight, the car was back.

While waiting, Jabeer (JC) commented that this dealership, unlike his prior, [redacted], did everything last minute. I had taken delivery from [redacted] in 2003 and had an excellent experience back then.

Upon inspection there were 2 marks in the driver's side rear bumper. Apparently instead of cleaning off the marks then buffing, they were buffed right into the paint and scratched into the clear coat exposing the bumper. The marks were still on the seat.

I refused delivery on this car.

I was made a few offers including getting it fixed near my home in North Carolina but at this point it was almost 4:00 and there was no way I'd miss the rush hour and daylight. I took an [redacted] to my mother's home.Desired Settlement: I have requested reimbursement of my taxi fares, not my plane ticket, which used miles.

I took 4 taxis/[redacted] rides: $12.36 to my local airport; $72 from the airport to my elderly mother's home where I stayed to pick up the car. $80.43 from Glen Cove Volvo to my mother's home. $72 back to the airport from mother's home.

I used 25,000 miles on [redacted]. While this trip would normally cost between $250-500, I am not requesting that amount at this time.

I expect my credit card to be credited $600 for the deposit and $236.79 for my taxi/[redacted] fares. Receipts can be provided for all.

Business

Response:

Glen Cove Volvo apologized to the customer numerous times.GlenCove Volvo is in the process of getting a refund of expenses check [redacted] out to the customer.Glen Cove Volvo is currently rectifying these shortcomings to better serve our clients.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.Thank you Glen Cove Volvo for making this right. I will contact you when my other Volvo lease is up in March 2017.

Sincerely,