Complaints

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

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  Volvo Cars North America, LLC

  1800 Volvo Pl Mahwah, NJ 07430-2032

• 

  Volvo Cars North America, LLC

  PO Box 914 Rockleigh, NJ 07647

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:06/24/2025

  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.

  Volvo approved my lemon car buyback program on June 6, 2025. Sedgwick was expected to provide me with a detailed price list and next steps within 1-2 weeks. But two weeks have passed and I have not received any response or any solution. I contacted Volvo again and they promised to solve my problem immediately today, but still no progress. This indefinite delay is unacceptable. I demand Volvo to provide the next solution immediately.

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 brand new 2024 Volvo XC40 B5 Ultra Dark on 2/28/2025 from the Bob Penkhus dealership in Colorado Springs. Strange things kept happening with the vehicle. I began tracking the issues in late March 2025.
  
  1. I experienced issues with the infotainment system. I reached out to Customer Care and was told to bring the car back to the dealership to have the software manually updated as the OTA update could not be performed. I returned it to the dealership on 3/24/2025 to have the software updated.
  
  2. On 4/8/2025, the backup camera would not function. On 4/9/2025, the Pilot Assist/Adaptive Cruise Control malfunctioned. The car would not maintain speed, applied the brakes too hard, and accelerated too quickly. The car continually pulled toward and crossed the lane markings, pulling me into the lane of traffic to my right. I called the Dealership on 4/10/2025 to report these issues. I made an appointment for the following day.
  
  My car was at the Dealership from 4/11 - 4/19. I was told they were unable to duplicate the issues and no fault codes were found. I was told it was performing as expected and I needed to come get the car. I had a very unpleasant phone interaction with the Service Manager on 4/17 so I reached out to Volvo Customer Care for support. I asked for a refund and wanted them to take the car back. The CSR was unable to tell me how long it would take to review the case and told me that I would not get my $13,000 deposit refunded.
  
  The Sales Manager offered to trade-in the vehicle but it would cost me another $10,000+. I refused and left with the vehicle. I purchased a dash cam to record the issues. I brought the car back twice more for the same safety issues, 5/8 - 5/16 and 5/21 - 5/30. I've provided proof of the issues to the Dealership and Customer Care in the form of dash cam, videos, photos, and screenshots from the State Farm Safe&Save app. Dealership no longer responds and Customer Care provides generic responses and no resolution.

  Business Response

  Date: 07/09/2025

  According to the retailer, the vehicle is operating as designed. A technical ticket was opened, and it was advised that the dash cam be relocated, as its current placement may cause interference with the vehicles systems.
  If the customer continues to experience issues after following this recommendation, we suggest they reach out to their Volvo retailer. We would be more than happy to continue to monitor their concerns.

  Customer Answer

  Date: 07/11/2025

  
  Complaint: 23456052
  
  I am rejecting this response because as I have a text message from the Service Manager which states One note from the Volvo representative: they recommended moving your dash camera slightly farther from the rearview mirror, as certain brands can potentially cause interference with the system. While we dont believe this is currently causing an issue, I wanted to pass along their advice. The issues began before the dash cam was installed and persist even when disconnected from power. Placement of the dash cam is not the issue.

  Regards,
  
  ***** *********

• Initial Complaint

  Date:05/30/2025

  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.

  I am filing this complaint due to a recurring and unresolved HVAC issue in my 2018 Volvo XC90, which has persisted despite multiple costly service visits to an authorized Volvo dealership over the last several years. The issue is very specific: warm air blows from the driver’s side vents while cold air comes from the passenger side. This has occurred three separate times.
  
  The dealership replaced the evaporator twice, each time claiming the issue was resolved. However, the exact same symptoms returned within a relatively short period. Most recently, the dealership is now claiming that the issue is with the condenser, despite no change in the symptoms. This raises serious concerns about the accuracy of the original diagnoses and whether the problem has ever been properly addressed.
  
  Additionally, shortly after one of the HVAC repairs, the vehicle’s backup camera failed, and I believe there may be a connection. If panels or wiring were disturbed during HVAC service, it’s possible the camera was inadvertently damaged. This has never been investigated or acknowledged by Volvo or the dealership.
  
  I have contacted Volvo Customer Care several times and escalated the matter to the executive level, including a message to Bill C. Despite these efforts, Volvo has declined to provide any assistance and has closed the case without further investigation or support.

  Business Response

  Date: 07/02/2025

  due to the age of the vehicle, we were not able to provide any goodwill assistance for his repair. Customer is out of warranty.

• Initial Complaint

  Date:05/13/2025

  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.

  -Year: 2023
  
  -Model: XC90
  
  -Mileage: 12,858
  
  -VIN: *****************
  After the vehicle is warmed up, there is a clicking noise when running at low speed.
  This noise started appearing about a year ago. But the abnormal noise is random. It doesn't happen every time you drive.
  Until this year, I could hear this noise every time I drove.
  I checked this noise in Volvo Brooklyn on January 3, 2025. But after checking it by your dealer service department. He told me everything was normal. He didn't find any problem. I waited in the store for a day and nothing was solved. They helped me update the system.
  
  So I changed it to Volvo Manhattan Service Department again. March 12.The good news is that they found the noise after multiple tests. The diagnosis given by Volvo Manhattan is that the rear motor .They repaired it. But the noise still exists.
  
  So I dropped off my order again on April 14th at Volvo Manhattan. But still no solution has been given.
  It's more than just noise. It can affect safe driving. You never know when this malfunction will cause your car to stop working or cause more serious problems.
  
  

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  My car died on the ramp getting onto a highway with a small child. Message on dash said reduced engine power. SOS was called; by the time tow arrived the message was gone and car was running just fine. I had it towed to dealership where it sat for a couple days, despite me calling many times throughout the day they didn't even look at the vehicle. Finally I get a call that it is the fuel pump module; mind you the vehicle has ****** miles on it. I asked the service department isn't this unheard of ? Fuel pumps for this vehicle should last well over *******k miles. I got an outrageous quote for repair and the icing on the cake was NO LOANERS FOR OVER 2 WEEKS. I am surprised that such a reputable car company operates this way. Volvo needs to do better!

  Business Response

  Date: 04/14/2025

  Hello,
  In response to the complaint we received from our customer, ******* **********:
  We understand her frustration and appreciate her patience. The dealership is currently in the process of repairing her vehicle, and Volvo has agreed to cover the cost of repairs as a one-time Goodwill assistance.
  While we are aware that she does not currently have a loaner vehicle, the dealership is actively exploring options. Additionally, we have submitted a request for rental reimbursement, though we cannot guarantee it will be approved.
  Please note that the vehicle is no longer under warranty, as it is a 2020 model and the coverage is 4 years or ****** mileswhichever comes first.
  We encourage Ms. ********** to continue working with both our ************* team and the retailer to ensure a resolution.

  Customer Answer

  Date: 04/15/2025

  
  Complaint: 23145671
  
  I am rejecting this response because:
  
  They are liars. My vehicle is currently not being repaired by them either. They have never returned my calls.
  
  Regards,
  
  ******* **********

• Initial Complaint

  Date:03/28/2025

  Type:Sales and Advertising 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 3/10 I negotiated to purchase a silver xc60 with beige interior from your Winston Salem volvo dealership. I was told to put down a deposit and they would put the car on hold. I asked for a video of the car, when I received it has a two tone interior and not beige as advertised, I communicated with the sales
  Manager Scott and car salesperson Carolina that this is not what was advertised. The refused to return my deposit saying it is non refundable, at no time in our text communication or when I was called for the deposit was it disclosed it was non refundable. I have communication to that fact as well as the fraudulent posting for the vehicle. I spoke to Scott the sales manager and gave him 2 additional
  Weeks to find a vehicle, he has not and said they would hold my deposit
  For the future, this is fraud in addition to the sales receipt I was asked to Aug. is so dark it cannot be read and does not meet ada compliance. This dealership is committing fraud and I want my deposit refunded

  Business Response

  Date: 04/14/2025

  We have no record of the customer contacting us to express their concerns. We do see that this is a sales related concern with the retailer. Regrettably the Volvo retailers are independently owned and operated outside of Volvo Car North America. The customer will need to dispute this sales concern with the sales advisor/manager as Volvo is not involved in sales transactions that may transpire at a retailer. We would recommend the customer work with the retailer directly on these concerns.

  Customer Answer

  Date: 04/14/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  
  **** *********

• Initial Complaint

  Date:01/30/2025

  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 12/22/24 while I was driving on a main road an alert came on indicating that the brakes failed. When I tried to stop the brakes did not work at all. I was driving with my four year old son at the time. I was able to coast to slow down enough to turn off the car. The car was towed to the dealership. It turns out Volvo had remotely installed a software update that caused the brakes to fail. The dealership reported that this happened to several other cars across the nation yet Volvo did not notify any owners. They fixed the update but could not promise that this would not happen again. If they could not promise that this would not happen again I voiced my fears of driving again and having the breaks fail while on the highway with my four year old and 1 year old. Due to my concerns about vehicle safety I requested to get out of my lease.

  Business Response

  Date: 02/27/2025

  The decision that was provided to the customer 1/14. Thank you.

  Customer Answer

  Date: 02/27/2025

  
  Complaint: 22880979
  
  I am rejecting this response because:
  
  You have offered one month off of the lease for a brake failure that could have lead to death of both my child and I. I have broken my lease and the only acceptable response is to refund that money since the company should have let me out of the lease for that reason. Volvo knew that there had been several reports of the software update done remotely causing brake failure yet failed to notify any of their consumers 
  
  Regards,
  
  ******* ***

• Initial Complaint

  Date:01/24/2025

  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.

  We purchased a Volvo from ***** Volvo in ******, **, back in October, and since taking possession of the vehicle, weve encountered multiple issues. These include recurring check engine lights, airbag warnings, and other sensor malfunctions. Additionally, the alert sensors and radio have not been functioning properly.Given these ongoing problems, I believe this vehicle may qualify as a lemon and should be replaced.

• Initial Complaint

  Date:01/23/2025

  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.

  We leased a brand new Volvo XC60 in September 2024. Within a month we started encountering problems and issues with the vehicle starting. On November 18th the vehicle broke down on the side of the road in freezing cold weather as my husband was taking my toddler to school. After we paid for the tow ourself we got the vehicle towed back to the dealership where it was purchased and where it has sat ever since- the date today is January 23rd. The service department has no idea what is wrong with it or how to fix it. Since we are still required to make payments, we are out over $11,000 dollars for a vehicle that we barely drove for 2 months and with absolutely 0 attempts by Volvo to rectify the situation. This issue occurred during the holidays and during the course of my mothers health decline and eventually her death and has caused us more stress than Volvo even realizes or cares to address. We are not asking for anything other than for Volvo to make the situation right and every solution they have presented us still has us losing close to 8 grand. This car was my dream car and after everything I still tried to work it out with Volvo to get into a different car and still represent the brand- no more. We have now hiring a lemon law attorney.

  Business Response

  Date: 02/10/2025

  Customer contacted us on 12/14/2024 requesting for Volvo to review for early lease termination with no penalty as she has concerns her vehicle is not operating as designed. On 12/23/2024 General Manager at the dealership approved an outside rental car and goodwill 1 month vehicle payment while we look into customers request. On 01/17/2025 we advised to work with the retailer for a trade assist. Customer responded stated she was not interested on doing a trade assist. On 01/24/2025 we emailed the customer stating we will offer to repurchase her vehicle, however we cannot move forward to assist through the customer care department if they have acquired an attorney. Customer responded they will move forward with their attorney.

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Volvo has placed me into a catch-22 and I have a proposal:If Volvo Cars agrees that if a diagnostic is done at the retailer and it is found that its even possible, even if hard to prove, that the problem I'm facing could be related to a failure with the work done on my piston rings, that we move forward to have the new engine replaced under the oil consumption extended warranty recall and the retailer can have their diagnostic fees absolved?The catch-22:1. The Volvo retailer sets its own prices for diagnostic fees and they are out of the hands of Volvo *********************** so cannot be waived up front.2. Volvo Cars/Executives have to agree based on a diagnostic that can only come from a retailer to do the replacement engine.3. If the retailer says they believe I have a case after diagnostic then they absolve my ***** hour (roughly $5000) diagnostic fee but unless Volvo comes back and agrees with them, they are out $5000. 4. If the retailer provides the diagnostic and feels it is too much risk that they will get rejected by Volvo Cars then I have to eat a very large $5000 bill and have no path forward either.?I had my 2016 Volvo in for recall repair as part of the oil consumption recall. I believe it should have had a new engine and instead the ******-***** dealership only did the piston rings. After tearing into the engine that far and doing what should have been a very thorough inspection, documentation, tear down, and rebuild, less than half a year later I ended up with a blown engine.I initially had the car towed to a shop that specializes in Volvo. They used a bore scope to find bent and stuck open valves, metal shavings in the cylinders, zero compression on all 4 cylinders, excessive oil in the cylinders, major scoring, etc. Nothing was wrong with the timing chain and no external related item was ********* *****************.The original recall had engine replacement as an option and it only got piston rings but this was not the best choice.

  Business Response

  Date: 02/03/2025

  Hello,

  
  I would like to clarify that we will not be offering any diagnostic coverage for repairs. The customer reached out to ********************** USA for a goodwill review. After completing our review, Volvo Car North America cannot accommodate the request for contributing any compensation towards diagnostic fees. The customer has been advised numerous times to have the vehicle inspected and diagnosed before we can determine what repairs are needed. The vehicle is or was at a third-party independent repair facility, and the customer was advised that we do not accept diagnoses from third parties. 

  We would appreciate the opportunity to remotely monitor the service appointment and keep you up to date with any news we find while your vehicle is being diagnosed at the dealership. Please reply to your case and provide us with the date and time of your appointment and confirm the name of the dealership and location you have the service appointment scheduled with. We look forward to your response.

  Customer Answer

  Date: 02/04/2025

  
  Complaint: 22792807
  
  I am rejecting this response because:
  The response did not reflect the question asked.  Diagnostic fee coverage is not the main point.

  I need an honest and specific response to this question:
  If Volvo Cars agrees that if a diagnostic is done at the retailer and it is found that its even possible, even if hard to prove, that the problem I'm facing could be related to a failure with the work done on my piston rings, then am I able to move forward to have the new engine replaced under the oil consumption extended warranty recall?  If yes, I will schedule an appointment and provide the time and location, but there is no need to schedule an appointment if Volvo Cars is not going to be forthcoming about the answer to the above question.  It would be harmful to all parties if in advance of a diagnostic if Volvo Cars already has an assumption that we have no path forward. It is already known that the problem is difficult to prove.  I need to know that Volvo Cars is willing to replace this engine even knowing that.

  
  Regards,
  
  ***** ******

  Business Response

  Date: 02/17/2025

  Thank you for contacting Volvo Car North America. We appreciate your patience as we investigated this concern further. Unfortunately, we are unable to proceed without a proper diagnosis at an authorized Volvo retailer. We understand that this may not meet your expectations and apologize for any inconvenience this may cause. Please note that there will be no further communication regarding this matter.
  

  Customer Answer

  Date: 02/19/2025

  
  Complaint: 22792807
  
  I am rejecting this response because:
  
  Not being forthcoming about even the potential for resolution is deceptive at best, and potentially discriminatory and fraudulent as well.  Requiring a diagnosis might be fine if it were inexpensive or free or even at the hands of someone you can trust but forcing the use of shops that charge outrageously high dollar amounts for excessively high amounts of billable time and providing both that shop and the customer both no opportunity for a path forward and then refusing to respond further is beyond unreasonable.
  
  Regards,
  
  ***** ******