Complaints

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:04/07/2025

  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.

  On Thursday, I purchased a vehicle from Autobarn ********, and the experience was unacceptable on multiple levels. The final financed price came in $200 higher than the offer I was given, with no explanation or transparency. I was pressured and bullied into purchasing new license plates despite requesting to transfer my existing ones a tactic that felt manipulative and *************** one offered to show me the car, review its features, or explain anything about the vehicle basic practices at any dealership, let alone one selling luxury vehicles. The car was dirty at delivery, and the staff treated me like I was an annoyance. My questions were met with combativeness instead of care. The day after purchase I discovered a sensor issue that required service immediately. I contacted the general manager, who assured me the owner of the dealership would call to resolve the issue. That call never happened. Instead, I spent 3 days with a loaner and had to send two emails to finally get a follow-up call. There was zero accountability or follow-through from the dealership staff. When someone finally responded, they offered to take the car back, which is not a solution. It leaves me without a vehicle after dealing with their negligence and wasting my time, energy, and resources. This offer does nothing to compensate me or make the situation right, it would cause me additional undue stress having to purchase another vehicle and go through the process of finding a deal, getting financing etc. This process took me weeks previously.This dealership operates with bait and switch pricing, high-pressure tactics, and total disregard for customer service or integrity. I want accountability and compensation for the service issues, time lost, and stress caused by this completely mishandled experience. When purchasing a $55,000 vehicle I don't think its crazy to expect to be treated with dignity. They promised to make things right and they have not delivered on their promise.

  Business Response

  Date: 04/09/2025

  First of all, if you look at the attachments provided in this complaint, the sale price is exactly what was quoted. The reason for the higher final price is because of WI license and title fees. Which were explained multiple times! There was complete transparency. Nobody bullied anyone into buying anything, most of all new plates over transfer. The problem was the customer did not want to pay for any of the fees. Fees the lender requires us to collect when a customer is financing the vehicle. Once again something that was clearly exlpained to the customer. The customer was never treated like an annoyance. My management team was very patient throughout the entire process. I am sorry that the new vehicle she bought ended up needing service the next day. No one wants to buy a new car and have to bring into service the next day. We offered the best deal in two states. We sold her the vehicle for the price that was promised. We took appropriate actions to make sure that price was valid on the last day of the month. We were completely transparent throughout the entire process. We did offer to take back the vehicle if she was not happy with it. We also offered to send back the $200 for the extra license and title fees. 
  

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23174303
  

  As I mentioned on the phone with ****** this morning I accept their offer for $200 to make up for the difference in the final financed offer that they gave me vs what I signed for. Where ****** and his team seem to lose the plot is why I am stuck on this point - it's not because I don't understand what title fees are, its because the final financed amount changed. I came in expecting one thing (final amount financed $40,307.39), and left having financed $200 more. It's not that I don't understand what a government fee is - it's that they brought me in with one number, and I left having signed on to finance another. I also don't really see this as 'making the situation right.' That's just making the deal they had initially agreed to. It doesn't make up for the fact that I've had to argue with them about this for nearly a week, and resort to making complaints in order for them to honor this figure or even respond to me. As you can see from the combative tone of Autobarn's response - they are not taking accountability for the actions and treatment of their staff towards me, in fact they are denying it. At the very least I thought I had gotten somewhere with ****** on this when we spoke on the phone this morning, however from what I'm reading here, it seems I did not. When I chose Autobarn and Volvo I chose and paid for a luxury experience. I didn't choose, nor did I pay to be drawn into a days long argument over service. I bought a brand new Volvo, I could have just gone through Volvo and been flown to ****** for two days, instead I've been pulled into a psychodrama with Autobarn - my mistake! Certainly will not happen again. Am I satisfied with the resolution of this complaint? No not really. I've lost 3 full days to dealing with this situation. I left the dealership without as much as a congratulations and wasn't even shown the features of my car, (something I've since learned is standard). Do I accept it?  Yeah, I guess - I feel like I'm not being given a choice. ****** and his team don't want to budge on offering me a full extended warranty because they're not giving up '$2,500.' Ok fine. I didn't want to give up three days of my time fighting about this, nor did I expect to be treated the way I have been as a customer at a luxury car dealer. Lessons all around I guess! My suggestion to ****** and his team would be to work on putting the customer first, honor their offers, and  take the time to make the customer feel good and informed about their purchase.. In addition, when they make promises to 'make things right,' and follow up with a phone call when something goes wrong and a customer is unhappy, perhaps do that and things wouldn't need to devolve to the place where the BBB needs to be called in. 

  Business Response

  Date: 04/11/2025

  We have nothing left to say. 

  Customer Answer

  Date: 04/21/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  Hello - 
  
  I am writing to respond to the BBB message regarding Complaint ********. I had hoped to close the complaint as I believed myself and the business had come to an agreement, but they have not kept their word. 
  
  I believed that the business planned to reduce the final financed price of the vehicle by $200 to match their initial offer that I had agreed to. They instead sent me a check for $80. 
  
  I have attempted to follow up with them twice about this and have not heard back. (See attached). 
  
  Thank you for your time and attention to this matter.
  
  Best,
  Zoe

• Initial Complaint

  Date:04/02/2025

  Type:Product 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.

  Accidentally I have made an extra (by accident) payment of $550 for the month of March 2025 after the car was paid off in February 2025. The payment was a bill pay from my bank, ********** to Volvo cars. On 3/20/25 I called Volvo cars at ********** and asked them to return the money to the bank. I also called my ********** and told them about the extra payment but they said they cannot help me since the money was sent. I was waiting to get my money back until 4/2/25. I have not received any money back. I called Volvo and I was told the money was reversed to the bank on 3/24/25. I called ***** and I was told they cannot see any money in stand by for my account/ they advised me to call Volvo back. I called Volvo back and I was told money was sent to **************** and my bank should retrieve the money from there. I called ********** back and I was told they do not have any information to retrieve money from ****************. They advised me to call back Volvo and ask *** to send the money back to *****. I called Volvo and they told me the money was sent to *****. After 4.5 hours I was not able to locate the money nor anyone help me to get the money back. For the month of February I also paid extra( by accident) . I sent $550 and the last car payment was $420. I have not received any refund back. I addressed it with Volvo during the same conversation but they were not able to explain were the difference is. 

  Business Response

  Date: 04/04/2025

  Unfortunately there is nothing we can do in this case. Volvo Financial is there own company and will not provide the customers private information to us. This is something the customer needs to resolve with them directly. 

  Thank you,

  ****** ****

  General Manager

  The Autobarn Volvo Cars of Oak Park

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23151002
  
  I am rejecting this response because: they have not return my money. I give them permission to share private information with you and explain where my money is. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 04/08/2025

   

  This matter is not the responsibility of The Autobarn Volvo Cars of Oak Park. If the check was made to us we would refund the money. It was not, the issue is between the customer and the bank they sent the extra payment too. 

  ****** ****

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23151002
  
  I am rejecting this response because: the check was sent to Volvo business office.  They made the contract with me when I bought the car not a bank directly. Five years of payment always went to Volvo. Also they have not sent me the $180  amount they charge me extra for the last payment. 
  if you cannot help me, what would be my next step? Hiring a lawyer? 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:05/01/2024

  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 am writing to about my 2016 XC60. I followed all prescribed maintenance protocols and relied solely on their dealership for servicing. Despite my strict compliance, there have been persistent issues with the vehicle.recurring nature of the issues: January 9, 2023: Complaint of oil light on - oil and filter change May 22, 2023: Complaint of oil light returned - advised oil consumption test needed to be redone - piston rings replaced, lower radiator hose, and drive tensioner September 19, 2023: Returned because oil light returned - staff recommended spark plug change October 18, 2023: Engine light on - car brought in for damaged rear light - staff recommended maintenance on brakes, gearbox, and lamp body February 1, 2024: Engine light on - staff recommended topping oil and replacing engine filter April 20, 2024: Engine light returned - initially staff stated it was due to oil consumption. Now, they are attempting to charge me for the impact of the oil consumption on the turbocharger. Despite repeated visits to their dealership the issue has persisted. On each occasion, employees attributed the issue to a recall on oil consumption. During each visit, I was assured that the problem was solely related to oil consumption and that the vehicle had been adequately repaired. The piston rings play a crucial role in maintaining proper compression within the engine cylinders. When compromised, they can allow oil to leak into the combustion chamber, leading to adverse effects on the engine and turbocharger. Failing to address issues with the piston rings properly was negligent, and had cascading effects on the turbocharger, compromising its performance and longevity. I was also deceived into paying for additional services with each repair. This company have deceptive billing and labor charging practices.Also, they're endangering the public with tainted drinks, it is very distressing to find my son and I drank drinks from them that had ants in them.

  Business Response

  Date: 06/04/2024

  The vehicle in question is under a *********************.  2016 Volvo XC60 with ***** miles on it.  In May of 2023, we replaced under recall, after testing, the pistons.  There were parts at that point (lower radiator hose, belt tensioner, studs)  that were not covered under the recall, so the customer was informed of this with prices and approved the additions.  There is a specific list of parts that are covered under the piston recall, and quite routinely, we run across additional parts that sre needed.  
   
  In September 2023, the oil light triggered again.  We got Volvo to goodwill performing the step one procedure again.  After step one, the customer is directed to drive the vehicle for 1200 miles, or if the oil light comes on to match step one consumption statistics to step two.  After sending these before and after specs to Volvo, they decide what the next course of action will be.  Also, on this visit, there was a turn signal bulb that was out that the customer paid for.  
   
  In October 2023, the vehicle came in for second step consumption procedures, in addition to a multi point inspection.  After matching step one and step two statistics, it was concluded, by the factory, that there was no oil consumption problems at this current time.  All step two oil consumption procedures and sent to the factory for final say, as this is a requirement.  At that time, after the multi point inspection, the tires were worn, as well as the front brake pads and discs, and they have a broken R.R. Tail light assembly.  All of which were presented to ************** with estimates and approved by him.  
   
  In February 2024, the oil light was on, we contacted the factory, after tests, the factory concluded that again, there was no oil consumption issues at this time.  We found a dirty engine air filter needed replacing, and was presented to the customer, of which they approved replacing.  
   
  April 2024, check engine light is on.  ******* warning.  After taking oil pan down, cylinder head off at no charge to the customer, at the behest of the factory for diagnosis, it was determined that the turbocharger needs to be replaced.  After the back and forth with the factory, who initially did not contribute anything, Autobarn is paying *******, and Volvo is contributing ****** toward the customer's repairs.  We are waiting on the turbocharger, which we should get in next week.  The entire time the vehicle has been here, the customer has been in a loaner, free of charge.  
   
  *******************
   

• Initial Complaint

  Date:06/01/2023

  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 had an oil change and a tire repair (was told a nail was in my tire). They told me they topped all my fluids they then asked for a survey response afterwards. I thought everything was fine until I tried my ac. The system was running out air. It has never done that before bringing it in. I called and asked what was going on and the consultant told me that there was nothing they did that could have resulted in that; then I tried to explain this didnt occur until they handled my car I asked for the manager and he too was salty. I paid a huge amount for this auto at that dealership in oak park. Its not my first time with a Volvo. I will never go back there. Theyre dishonest and rude. I will be going to another Volvo dealership repair I also will be writing to the Volvo organization.

  Business Response

  Date: 06/01/2023

  The customer called yesterday saying that his air conditioning was not working and we are to blame for it.  Customer was previously in for a stand alone oil and filter change on 05-22-23.  We do a limited multi point inspection that includes safety items.  He did need front brakes, of which he declined.  I told him unless he had an a/c problem we would not have looked into this during an oil and filter change.  He started talking over me.  I told him to bring it in first thing today, 06-01-23, and he set an appointment.  He missed the appointment, and earlier today, he called ** up wanting his extended warranty information.  I assume he is at another repair facility.  Doing a simple oil and filter change, we do not check a/c capacity and freon pressures, nobody does.  His accusations are baseless.  We set him with an appointment for the next day immediately, of which he missed.  

   

  *******************

  Service Manager 

  Autobarn Volvo of ********