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:03/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 formally dispute multiple charges and document several defects associated with my Certified Pre-Owned (CPO) vehicle, all of which were present upon delivery or became apparent shortly thereafter. I have attempted to resolve these issues with your representatives for nearly three months (since December 16th), and to date, they remain unaddressed.
  
  Disputed Issues and Vehicle Defects:
  Defective Tire:
  
  Issue: A tire that was originally sold to me by Polestar, which had a chunk missing, is now being rejected as unacceptable during lease turn-in. This inconsistency is both unfair and unreasonable.
  Windshield Wiper Damage:
  
  Issue: The old windshield wipers, which were in poor condition at delivery, scratched the windshield, resulting in additional damage. This occurred because the defective wipers were not replaced before the vehicle was handed off.
  Headrest Condition:
  
  Issue: The headrest has raw, rubbed leather that shows significant wear and tear, indicative of a lack of proper inspection and maintenance expected for a CPO vehicle.
  
  Coolant Issue:
  
  Issue: There is no coolant present (or an insufficient amount), suggesting either a maintenance oversight or a potential mechanical defect that should have been addressed during the pre-delivery inspection.
  Broken Key:
  
  Issue: A key provided with the vehicle is broken, further evidencing the substandard condition in which this CPO vehicle was delivered.
  
  Some of these issues have been fixed such as wiper blades, key, and coolant. However they continue to fail to address the tire - rust spot on paint, and the windshield that was scratched due to the fact they havent CPO'd the vehicle.
  
  I've been told they would follow up with me 10+ times with no follow up. I am contacting them twice weekly. I've asked for arbitration and for the legal copy of what the CPO warranty covers and they have provided neither.

• Initial Complaint

  Date:12/03/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 leased a polestar 2 2023 in July of 2023 from their ********, CA dealership, since then I've had multiple issues with the car, in just over a year it's been in the shop 5 times. The most common issue that is still unresolved has been issues with my back up camera constantly being unavailable and not working, the car has major blind spots and I have severe safe concerns around this. I've had at least 3 work orders to specifically address this issue, after the last one the issue has still continued but the maintenance team is refusing to do anymore work on the backup camera, leaving myself with with a year and a half year old car with an unreliable safety feature. I'm always having constant issues with the range not being what was advertised; claimed 280 but realistically I only get 150 miles in range. Issues with the trunk not working properly, the digital key, the entertainment system, both with the speakers and phone connection.

• Initial Complaint

  Date:02/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Date of when I purchased the car is August 11th, 2023, I put down $25,000 down payment and am financing $10,000. I was sold a polestar 2 from polestar short hills/ prestige Volvo in East Hanover NJ. I was told that the car would have 260 miles on a full charge projected range and I have had the car since august and it is now February and I have not seen anything over 170 miles so I am missing 100 miles on a full charge which is a big issue. I am contacting you guys because I have tried to be civil and talk to the dealership especially the GM of prestige Volvo Matthew H Claire h. and does not seem to want to cooperate with me on this major issue so here I am contacting the BBB so get my money back because I have tried to get this issue resolved ever since I bought the car and they keep stating that there is nothing wrong with the battery but that is not what I am saying, I am saying that the manager and the representative at the dealership that sold me the car both stated that the car will have a full projected range charge of 260 miles and actually drive the full 260 miles but had not been near that range at all! Also have had lots of other issues with this car that I have had to resolve one being there was a big dent on the car that I had to get them to fix, pieces missing in the car whether it was a trunk cover, cup holder was broken, charging cable was very damaged and worn out which was never replaced. even with me having proof on emails and they have recorded phone calls with every time I have contacted the dealership and polestar space they are still denying everything with even what I am providing. I have tried to contact the dealership and corporate but no one is willing to comply and try to help me with my issue basically implying it is okay for a dealership to lie to customers just to get the sale of the car. I also would like to add for the dealership selling me a car that they did not even have possession of which came from a auction in Texas

• Initial Complaint

  Date:09/27/2023

  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.

  Purchased vehicle in October 2021. Vehicle began having onboard computer issues in February 2022. Vehicle was taken to service department on several occasions and towed there on one when the propulsion system failed. Thereafter, the vehicle began making strange noise on slowing. The rear axles or motors were replaced. Vehicle began making same sound and service department claimed the same sound that resulted in the replacement of the rear axles or motors was normal. Vehicle there after started going into collision assist mode when there was no evidence of a pending collision while on at least 2 occasions the vehicle did not react to actual possible collisions. In total the vehicle was in the service department for more than 60 days within a one year period. Manufacturer agreed to repurchase this unpredictable vehicle under the lemon law on April 7, 2023. Manufacturer has failed to complete this contract.

  Customer Answer

  Date: 10/17/2023

  Please **** the aforementioned case as resolved.
  

• Initial Complaint

  Date:05/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased a 2022 Polestar 2 from Polestar ********** in ******* on 03/21/2022. The vehicle was delivered with 250 miles instead of the agreed-upon ****************** the lease agreement. Despite notifying Polestar, they failed to adjust the lease, breaching the agreement and depriving ** of the agreed-upon terms.Since taking possession, the Polestar 2 has experienced numerous issues, leading to extensive time in the repair shop. Currently, it has been in the shop for a total of 104 days, including a recent 60-day period. Problems include malfunctioning A/C that blows hot air in high temperatures; loud vibrations from an incorrectly installed compressor which Polestar confirmed was installed incorrectly, a known issue that has not addressed with a recall; malfunctioning infotainment system which is responsible for controlling all essential functions of the car, has repeatedly malfunctioned, freezing and restarting on its own while driving, resulting in the loss of key safety features; and dysfunctional mirrors during reverse operations, compromising safety. These issues required multiple repair attempts.Before leasing, we were assured eligibility for a $7,500 tax credit, but Polestar later denied the credit without adjusting the **** as promised on their website. Attempts to resolve this through their corporate group were evaded, and they dismissed our intention to pursue legal action, showing a lack of intent to honor their agreement.

• Initial Complaint

  Date:02/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased the car back in 05/28/2022, and only **** miles on the car right now, I sent the car back in 5 Times already, Polestar Princeton tried to fix the noise issues for 3 times, but the issues never been repaired and also left many damaged parts and scratches on the car and sent it back to me with broken parts, then at 4th repair attempt cause I ask Lemon Law Buy Back so Polestar Corp sent their field tech to final repair attempt with Polestar Princeton space tech, then, 1. Popping noise from the windshields/dashboard is finally fixed at 4th repair attempted. 2, Windows Rattling noise still happening and Polestar field tech said the remained noise is normal for driving this type the vehicle. it is ridiculous, the loaner car they provided to me is no windows rattling noise and normal car's window will not making rattling noise, And I call Polestar Princeton ask for another repair for rattling noise then they told me they'll not doing anything about the noise anymore because Polestar field tech said that is normal. 3, Fan con making flapping/fluttering noise Polestar field tech also saying that is normal noise with damp motors, and not even check into the problem, it's another joke, normal fan motors never make that noise in any weather,. 4, after 4th repair attempted they replaced many parts they had damaged and left me couple new damages, driver front door window rubber seal installed improperly, I have to buckled it out with credit card myself to be more properly but not seal properly anymore, and also they left passenger side rear door window interior rubber seal also damaged. 5, after they repair attempts they left many grease and the seats and door panels, and due to the materials they used for car seats and door panel the grease was very hard to clean up, I tried many times and many ways to clean it up but the grease wasn't go away. And I contacted Polestar Corp again about the windows rattling noise, then finally they agree to re-repair that issue.

• Initial Complaint

  Date:08/12/2022

  Type:Order 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.

  Was told to myself and wife that I would be able to transfer lease to another individual at any point during the lease (also known as lease swap/lease transfer) by *******, sales manager of Polestar Short Hills.I then found out that Polestar does not allow lease transfers and now I'm stuck with a car I cannot pay for.

  Business Response

  Date: 09/06/2022

  We apologize for any confusion or concern caused by your discussions with Polestar Short Hills regarding your Polestar lease and the ability to transfer. Polestar Automotive USA Inc. has never communicated that customers have the ability to transfer lease contracts, nor is Polestar Automotive USA Inc. directly involved in the leasing business. ******************* Services d/b/a Polestar ********* Services purchases retail installment contracts and leases from Polestar dealerships, which are independently owned and operated. In our effort to provide great customer service, ********************** is investigating this issue with Polestar Short Hills, an independent franchise dealership, and will be reaching out to *************************** in the coming days. On May 26, 2022, Polestar ********* Services previously communicated with and informed the customer of the contractual language regarding the lease obligations and inability to transfer leases to another party.