Complaints

This profile includes complaints for The Volvo Store's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Volvo Store

  1051 W Webster Ave Winter Park, FL 32789-3033

  
• 

  The Volvo Store

  PO Box 2930 Winter Park, FL 32790-2930

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 4 2023 we purchased a new Volvo xc60 from The Volvo Store in *********** **. We also purchased the MagniShield protection plan at a cost of $1,687.00. On December 16th 2023 we noticed a dent in the trim under the passenger side door. I contacted the Volvo store and was told to file a claim with ***********. On Monday at 9am I called MagniShield to start a claim, I was informed to contact the Volvo Store to start the process. The Volvo store told me to contact Precision Collision and they would look at the damage and start the claim. I called Precision Collision told the about the damage the woman I was speaking to, began to tell me they do not repair dents (The Volvo Store told us dents are covered). I called the Volvo store back and spoke to *** and told him about the run around I was getting. *** asked me to email him photos of the damage and he would send them off to start the claim. On December 28th 2023 I emailed *** to find out the status of the claim. *** emailed me and said that he thought the MagniShield had been in contact with me already, since they were not, he will reach out to find out what is going on. As of today's date, 1/06/2024, I have not been contacted by anyone. When they told us about this warranty we asked if dents were covered; for example if a golf ball struck the side of the car and left a golf ball sized dent would that be covered? *** told us it would. I told *** we have had bad experiences with these companies, *** told us that would not be the case. *** told us the companies that Volvo uses will come through.

  Business Response

  Date: 01/08/2024

  Mr *********;

  Sincere apologies you are experiencing these issues, we wholeheartedly agree with you and will be refunding you the entire policy

  We recently switch vendors of this product and were assured this would be a seamless process 

  I will be calling you shortly to discuss and confirm the check being sent to you 

   

  Customer Answer

  Date: 01/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I would like to add that the response from The Volvo Store and the General Manager *** far exceeded my expectations in resolving this issue. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid to have work completed that was never finished… Horrible customer service… How can you take money and not fulfill your agreement??? William should be in jail for his involvement in scamming countless customers… Shameful…

  Business Response

  Date: 05/15/2023

  I am not sure exactly what the customer is complaining about? Maybe we can get more insight as to what was not finished. His last Visit was on 4/17/23 with 101865 miles We performed a minor service/oil change, replaced a burned-out headlight bulb, a seat belt tensioner recall and replaced a passenger side mirror assembly. To the best of my knowledge all repairs were completed. The customer dropped off the vehicle with no appointment and said he would leave it for several days. We actually finished the work early and waited on the customer to pick up his car. I have attached pics of when the car arrived. If there was something not completed, we would be happy to complete whatever was not done as the customer paid for his service. I am just not sure what was left un-done? The only thing I can think of is the rear cover for the mirror was not originally ordered. We ordered it and again to the best of my knowledge it was installed at no charge because it was not part of his original quote that was provided by our parts department.

  Thank you,

  Gary R****

  Service and Parts Director

  Customer Answer

  Date: 05/15/2023

  
  
  Complaint: ********
   
  
  I am rejecting this response because:
  
  Unfortunately Mr. R****, and 3 separate service manager at Volvo are misinformed. I have receipts, as does Volvo of me purchasing a side mirror in March or 2023. Paying upfront in full for required parts. This after original salesman Forgot to order part in February after both my wife and I originally stopped in Volvo for first time. Another lie is I had made an appointment with service Michael for April 17th 2023, to be dropped off… Walk in appointment was months prior as previously admitted by Mr. R****… Ordered services, parts that where never delivered, performed. Vehicle remained at dealership with zero contact made to me for well over 1 week, only a text message less than an hour before close to state vehicle was finished… Brake pedal is off. I am confused why someone would continue to lie, as opposed to accepting responsibility for faulty work, performance, service. No morality, no sincerity, no results as expected. Just passing blame/fault due to ignorance on dealings with 3 Three separate service sales, employees, parts employees, customer service. Various complaints only to get attention because of BBB??? 
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 05/16/2023

  At this point I am happy to help in any way I can. I cannot go back and changed what happened. I was not directly involved other than knowing the rear cap for the mirror was mistakenly not ordered originally, which we paid for. I am happy to help whatever concerns you may have. If I misspoke in my response to you, it's only because that was the information that was provided to me when I asked. There is no lying or deceit here I am only trying to help get this matter resolved. The offer of help would have been no different whether you reached out to me directly or went through the BBB. I am still unclear on what you are asking of me or us as a dealer. If something was left undone or unfinished, please let me know and I would be happy to see that it gets resolved. If you paid for a service that was not correct, I would be happy to see to it that we get it corrected. No one likes to pay for a service and not have their expectations met. That being said, I'd like to come to a resolution. One that you can feel good about and understand we always try our best to meet every customer expectation.