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:01/08/2025

  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 purchase my brand new XC90 (last 5# of vin *****) Volvo in October 2024. In November 2024 with 1200 miles on it, I began hearing a rubbing/grinding noise coming from the front driver's side wheel when I turn left. I initially thought the noise was due to cold weather, however even if the vehicle is warmed up it still makes the noise. I had it checked out by the dealership Kline of Maplewood in December. They went over the vehicle and could find nothing wrong. My complaint is not with the dealership, but with Volvo for not correcting the problem with their vehicle. The noise is extremely irritating, and I demand a resolution.

• Initial Complaint

  Date:12/26/2024

  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 have brought my car in twice over the last 12 months to north point Volvo (where I leased the car brand new 12 months ago).The car is riddled with electronic issues:Alarm light/indicator on center of dashboard starts blinking red when driving. Very distracting during night driving when it happens. Takes drivers focus off of the road and poses safety issue. (Dealers says it shows no codes even though I have provided 2-3 videos of what is happening) Auto braking when reversing is extremely sensitive. Sometimes it will abruptly jerk to a halt due to a shadow on the ground that it detects as an object. Sometimes it will pick up a receipt on the ground of a grocery store parking lot and halt the car. *** asked the dealer to adjust and have been told its functioning as designed and is not adjustable. I have major cervicial spine issues and every time this car does this, my spinal pain flares up for days and weeks due to the abrupt jerk/halt. (Im told this feature is working as designed and cannot be adjusted) The audio in the car- turn signals, radio, Bluetooth, Apple car play, all alert noises seems to go silent/no audio sporadically and the only way to get it to work is to reset the center screen. (Dealers says it cannot be replicated).You can check all the service records of the repeated issues Ive had with the car and the dealer refuses to do anything about it and claims Volvo will not address unless there are codes present. Ive tried to assign my lease to another person- Volvo told me I could not do that. I tried to sell my Volvo to a Volvo dealer, Volvo told me I cannot do that. Ive been attempting to do an early lease termination three times now but the price keeps going higher and higher. If Volvo cannot fix the issues I am having, let me out of my lease without charging me an early termination penalty.

  Business Response

  Date: 01/22/2025

  We are sorry to learn of this concern you are having with your Volvo.  We will be happy to connect with you to help resolve your concerns along with your Volvo dealership.  Our customer care team will be in contact with you shortly.  

  Customer Answer

  Date: 01/29/2025

  
  Complaint: 22731094
  
  I am rejecting this response because:
  
  Volvo customer care is asking me to take the car back to the dealer who was unable to diagnose and accept the problems on two separate occasions. Asking me to go back to that dealer is not a solution. It is rather a tactic to bounce me around and find no solution while time passes. The dealership blames Volvo corporate and Volvo corporate tells me to go to the dealer. If Volvo is unable to address the electrical issues with this car, let me out of my lease without any penalties. I will lose the $5,000 I put as a down payment when I leased the car a year ago for three years but I am willing to let that go given the amount of issues with this car and Volvos failure to address any concerns/issues. I will not be returning to the dealership that has now told me on two separate occasions that they cannot do anything. That dealership does not do anything to the car when it is there. Last time I was there in October 2024, they charged me for a tire rotation but did not do a rotation and I found out because the one wheel that has a scratch was in the same location on the car post service. 
  
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:10/22/2024

  Type:Sales and Advertising 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 purchased the vehicle new from the dealer and Volvo advertised connected services for 4 years. When looking at the car however, the 4 years started 6 months before I purchased the vehicle and therefore denying me over 6 months of service that was promised. "Matthew" at Volvo (communication attached) says this cannot be altered by their system and has refused to offer any solutions. Presumably when the service ends I can purchase more. Why not throw in 6 months or whatever is closest?

  Business Response

  Date: 11/07/2024

  For this client, I informed him we were unable to provide an extension for his "On Call" at this time. This is because of the limitations of our system. We physically could not add time to his "On Call" at this moment in time. I recommended he call back later on in his subscription, as we have it on file that he made this complaint so he would be likely to get an extension later. 

  Customer Answer

  Date: 11/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  In digging into the issue further, the vendor indicated to me that this genesis data of April 1 applied to my warranty as well, thereby denying me 6 months of warranty. I need the rectified more than anything. 
  
  
  
  Regards,
  
  
  ****** *******

  Business Response

  Date: 11/14/2024

  There is nothing we can do at this time. I informed him he will have to wait until our system is capable for us to assist.

• Initial Complaint

  Date:09/10/2024

  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 leased a 2024 Volvo XC40 in *******. After one year, there is discoloration on one piece of leather on the backseat, possibly an inferior quality leather. I went to dealership in *******, who helped me get in touch with Volvo. After 3 weeks of waiting, I was informed that Volvo approved for a free replacement of the backseat cover. However, the cover was out of stock and I was moving to ******, so I couldn't finish the repair in *******. After I moved to ******, I contacted another local dealership and wished to continue the repairment. However, it has been over a month now and there is no update from Volvo. I am wondering what happened to the free replacement promised by Volvo.

  Business Response

  Date: 09/19/2024

  Mr. An contacted Volvo Car North America on July 16, 2024.
  The case notes indicate that the customer did not provide the necessary details for the case to be opened and addressed.
  The calls are recorded, and the customer ended the phone call with profanity.
  Volvo promotes a healthy and friendly call center environment. We understand and apologize for the frustration, but we ask that all parties involved show mutual respect and keep future calls focused on the question and topic at hand.
  These concerns have not been addressed previously, as this is the first time Volvo Car North America has been made aware of them.
  Each Volvo dealer is an independently owned and operated franchise. This case was initiated at a dealership in *******, not with Volvo Car North America.
  

   

  The customer is welcome to reach out to begin a case for corporate review.

  Customer Answer

  Date: 09/26/2024

  
  Complaint: 22268759
  
  I am rejecting this response because:

  1. Dealers in both ******* and ****** have submitted a warranty claim to Volvo on my behalf. The warranty has been already approved in *******, and I just need to have the repair done in ****** given the approval. However, it has been almost two months now and there is no update from Volvo (not dealer). So the response is not valid because a. I contacted Volvo through dealers rather than calling in. b. Even though dealerships are individually owned and operated, but they are waiting for approval from Volvo. 

  2. This response does not provide a clear solution to the issue. Can you please be more specific regarding the next steps if you are willing to help investigate and resolve the issue?
  

  3. I said bad words in my last call because the representative from Volvo on the line was trying to waste my time and not offer help. I am happy to revisit the recording at any time with Volvo. 

   

  
  
  
  Regards,
  
  Yiwei An

• Initial Complaint

  Date:08/16/2024

  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 bought a 2019 Volvo The vehicle has less than ****** miles. Recently the air conditioning system failed. The dealership advised us that this is common with this model and their is a substantial wait for parts since this happens so often. It was diagnosed in July and back ordered till late September. I did ****** Air conditioner 2019 Volvo Xc60 and their are countless hits and people complaining. I believe Volvo new this was an issue and should have been recalled and fixed.. Please ask Volvo to provide the number of Newer XC60 air conditioner replacements they have had to do across their dealerships in the ***.

  Business Response

  Date: 09/04/2024

  Hello Everyone, 

  Customer never contacted us directly. We will go ahead and contact the customer and work directly with her and the retailer to address her concerns. 

  Thank you. 
  

  Customer Answer

  Date: 09/06/2024

  
  Complaint: 22153305
  
  I am rejecting this response because:   We previously contacted the retailer where we purchased the vehicle.  *** ***** Volvo in ***************    We were told of the cost and the extra long time to schedule the repair since so many of them are having AC issues. I would like Volvo to reach out to us personally before being I accept a resolution.   My number is **********  
  

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

• Initial Complaint

  Date:08/07/2024

  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.

  I bought a 2016 Volvo XC90 T8 Plug in Hybrid from Volvo ******** in Janurary 2024. I noticed that the electric range that I was achieving was much less than what the manufacturer stated in the specs and advertising so I booked it in for service on March 11 2024. Volvo ******** had the vehicle for a week and came back saying that the battery was getting reduced range but that could be because of colder temperatures. They said the battery was operating at around 80% of original capacity. I knew that this was not possible because it was only achieving about 10kms of electric range instead of the stated 32kms. The vehicle came with an 8 year ******* km electric hybrid powertrain warranty which was set to expire on June 6th of 2024. I took the car back and kept driving. In late May Volvo had me test the range myself and it achieved 13kms of electric range in warmer weather with all AC and other electronics turned off. That is much below even half of the original range of the vehicle. I've also driven other T8s and got at least 26-29kms of range in real world driving. Our family has owned 6 different Volvo SUVs and wagons, and because I'm an enthusiast, I've helped with all of those purchase decisions. I would like to continue to recommend Volvo but can't with this drawn out warranty experience. The answers that have come back from Volvo Canada are the issue. We have continually been waiting on responses from other departments, and when we have heard back, the answers are ambiguous. Now the vehicle is out of warranty and ********************** has stopped responding to me. It appears that Volvo's strategy has been to delay and keep the car for multiple service visits in order to wait out the warranty period. I would expect that a battery warranty would cover a battery that has been so clearly degraded that it cannot even achieve half of the electric range that it once could and the range that the exact same model and drivetrain achieves in other units.

• Initial Complaint

  Date:06/26/2024

  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.

  Within the last year, I purchased a new battery for my XC60 at the only Volvo dealer in ******, *******. In March, I opened my garage but could not unlock the vehicle because the battery was completely dead. The Volvo dealer kept the car two days and said it was just one of those things - nothing wrong with car or battery. They did not change out the bad battery and just said that it could happen again because I don't drive enough - I am in my car literally every day and at that time several times a day because I was moving out of the house I had sold and into the new. I was not happy. NO ONE has opened the hood of the car except VOLVO, and now a few months later, I was told at the post office that my hood was open. I looked at the front of the car and indeed the left side is gapping up. I don't approach my car from the front, so I had not noticed it, but, again, VOLVO was the one who raised the hood to work on and diagnose the battery issue. Now, they want me to buy a new latch at over $500 to repair that hood. What is going on with this dealer. I have paid more than the norm to use only a VOLVO dealer, but feel that now there is a real problem with both this dealer and the VOLVO service they provide. I will not purchase another VOLVO because of it.

  Business Response

  Date: 07/23/2024

  Our records indicate that this customer has not contacted our contact center to address these concerns. If the customer requests assistance, please have them contact our corporate offices at ************** so we may open a case for mediation. Thank you.

  
  

• Initial Complaint

  Date:06/14/2024

  Type:Sales and Advertising 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 for several reasons:1. My then 2 year old brand new Volvo XC ************************************************* December of 2023. It broke down on the side of the road (thank god my kids weren't in the car with me). I had it towed by a 3rd party because we were never told towing was included in our purchase and paid over $250. 2. The car was taken in for an entire WEEK when they had initially said a few days. Not only is the unacceptable but they even had the audacity to call us in the middle of that week telling us about other things we need to fix/upgrade on our car (such as our tire traction was so low we needed new ones already which seems crazy for brand new tires). 3. After the incident, I had called and then emailed the service manager asking to be reimbursed for the out of pocket towing expense we paid since, once again, we were never told towing was included. I've since called and left voicemails and still have NEVER HEARD BACK. All these things have led me to leave this complaint. Electronic malfunction on a brand new car, a week to repair it, and then radio silence on my reach outs. They claim to have the best customer service and are a "luxury brand" and yet do not call or email clients back. Completely unacceptable.

  Business Response

  Date: 07/09/2024

  At this time we have no record of the customer contacting our ********************************** We would encourage the customer to reach out to our team so we may have the opportunity to address these concerns.

  
  

  Customer Answer

  Date: 07/09/2024

  
  Complaint: 21851572
  
  I am rejecting this response because: I've called several times and always get sent to the service center to speak to a supervisor who is never available nor calls me back. I also sent an email after the incident and only received an automatic response saying you've received it but never heard from an actual person. Hence why I involved the BBB. 
  
  
  
  Regards,
  
  Aga Zillen

  Business Response

  Date: 07/23/2024

  Our records indicate that this customer has not reach out to our contact center to address these concerns. If the customer is requesting assistance, please have them reach out to our corporate offices at ************** so we may open a case for mediation. Thank you.

  
  

• Initial Complaint

  Date:06/12/2024

  Type:Product 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.

  In June of 2023 I placed a $500 deposit with Volvo Car USA for a Volvo EX 30, order #US-0001075964. A pre-order was to take place in the fall of 2023 with a vehicle delivery in summer 2024. Capital Volvo of *********** Florida charged the $500 deposit on June 10, 2023. In December I was told by Volvo Car USA the factory production schedule for your Volvo EX30 has shifted. Given this, we will now open our vehicle car configurator in 2024. This never opened.I called and emailed *************************** of Capital Volvo on February 22, 2024, canceled the order and requested the return of the deposit. I have emailed and called Capital Volvo several times. On May 28 I called Volvo Car USA and they stated that Capital Volvo would return the deposit within 10 days. I have not received and am still seeking the return of the $500 deposit.

  Customer Answer

  Date: 06/17/2024

  This issue has been resolved and I have received the refund. Please close out the complaint.

  
  

• Initial Complaint

  Date:05/31/2024

  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 bought a Volvo XC90, 2024. There are software issues, particularly with the Google Assistant. I have the phone paired to the car. I can see the contacts on the phone app in the car. I can actually make calls that use the bluetooth. However, when you say "Hey Google" and ask to call or text someone, the app states that the you do not have a contact.
  
  I called support, they had me reset the screen. No effect. Support then had no other options but to call the dealership. If I have to take a 2 month old car to a dealer to fix a software issue, I need to buy some other brand of care.
  
  I also did a factory reset. After that, I was able to make a single call. Realizing that I did not enable the mobile app to start and lock the car, I enabled that. Then calls stopped working again.

  Business Response

  Date: 06/14/2024

  The customer reached out to Volvo Car North America on 5/31/2024 via email. 

  The customer stated they were experiencing issues with Google Assistant and the System.

  The customer was advised We have reviewed their concerns and we are unable to provide any resets or remedy remotely that would offer helpful assistance in this scenario regarding the issues they were currently experiencing with the vehicle.
  
  We strongly recommended  liaising directly with a retailer as they would be in the best position to
  assist them further.

  There has been no further contact with the customer.