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:05/27/2024

  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 purchased a used/non-certified 2016 Volvo XC90 Momentum with 91K miles from a CDJR in 2021. A few weeks later, I was alerted by my vehicle that I needed to get another oil change after just getting one from a local oil shop. I assumed this was a false notification. Volvo decided to forgo the dipstick. I had no way to confirm if this was an actual issue because the digital oil status had remained at 100 percent. Soon after, my engine developed a hole and we had to replace the entire engine for around $21000 dollars. We paid the fee, not to mention all the other services I had done by Volvo dealers. Anyways, I am FUMING at Volvo....LIVID in fact, because of how unprofessional and unhelpful they are. I am strictly talking about Volvo Cares. I have no issue with the dealers, they have been extremely helpful in trying to assist me. My vehicle now needs another $5000 in repairs due to the supercharger being damaged and needing to replace the belt and other issues. We replaced the turbo by Volvo however there's ALSO A SUPERCHARGER which I had no idea about. I told Volvo how this vehicle has impacted my life and they don't care at all. I asked if they could just pay for the SUPERCHARGER replacement and I would be fine with that. They could have paid towards this because we spent 21000 on replacing the engine. I have been cheated by Volvo and I want others to know about my experience. I am waiting for a call back from channel 7 investigators and I might call channel 2 Problem Solvers. I am posting to YouTube/Tiktok discussing my issues from Volvo. I need to figure out how to use CapCut before I submit the video though. I NEED others to truly beware about buying a used Volvo especially when it comes to oil issues. I know this won't affect Volvo but it's important to me that all of SE Michigan understand the risks of purchasing a used certified/non-certified Volvo. Case number: ******-******

  Business Response

  Date: 07/08/2024

  Customer emailed me asking for a copy of the invoice for his engine he purchased and asked if the supercharger was included. I asked the service team to provide him his invoice. Service team said they emailed him his invoice and that the supercharger was not included. Customer asked "If we could cancel this please?". in reference to his submission for an invoice. The dealership had already sent him his invoice by then and I informed him it had already been sent to him. End of my communication with the customer

  
  

• Initial Complaint

  Date:04/24/2024

  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.

  CHARGED BY VOLVO DEALERSHIP TO PROGRAM A KEY FOB TO MY VEHICLE. TOOK ALL OF 30 MINUTES OR LESS OF LABOR.DEALERSHIP: KEYSTONE MOTORS **************. **********, PA *****

  Business Response

  Date: 05/09/2024

  We do not have a record of this customer contacting us for assistance. It may be in the client's best interest to speak with the retailer directly about the charges in detail as retailers are independently owned and operated outside of Volvo Corporate so we do not have access to the customer's repair order for their most recent visit. If the client wishes to express their concerns to corporate, we encourage them to reach out to us for assistance.

  
  

• Initial Complaint

  Date:04/04/2024

  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.

  The headlights on my certified XC90 are cracking and distorting my view at night.I have taken the car into two separate dealerships who have told me I have never seen this before Both dealerships were not able to cover the headlights and one dealership took photos and asked the Volvo rep who also denied the claim.Volvos slogan is all about safety however they are willing to compromise on my safety for not wanting to pay for replacement headlights.The car is certified and has an extended warranty as well.

  Business Response

  Date: 04/16/2024

  Hello, 

   

  We have submitted a review for customer regarding assistance with vehicle ************ the review was completed Volvo was able to provide partial assistance towards the repair. The customer has been informed and advised to contact this retailer to complete the repairs. Please advise customer if he has not already to continue working with his retailer to complete his vehicle repairs.

   

  Thank you 

  Customer Answer

  Date: 04/19/2024

  [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:03/22/2024

  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.

  To whom it may concern, this matter is regarding an initial attempt to speak to wright this wrong on a customer complaint#*************.
  
  My Volvo was purchased new and under service order ***** in 2019 at the Sacramento Volvo dealer the Engine of the vehicle was replaced due to a known defect causing oil consumption or loss and subsequent scoring of the cylinder walls.
  
  In 2021 the Engine oil pan gasket was resealed on work order *****  and states "Oil pan removed and resealed as part of a lifetime parts and labor warranty from ** ***** on 02/13/19".
  
  This statement indicates that oil leaks, which is what led to the replacement of the original engine are covered under ** *****.
  
  The Oil pan is now leaking again, It was documented in photographs on May 27, 2021 in a report prepared for Kat F******* By Matt J****** the service manager at Volvo Sacramento and when compared to the current state looks the same, indicating either the same issue has returned or was never fixed.
  
  This leak has led to a failure in another vehicle component shown in the images (2021 report Thumbnail_IMG9845) as oil soaked since 2021 though the report stated it was cleaned. This indicates the problem returned and needs reserviced.
  
  The starter shown oil soaked in images has failed and the dealer has chosen to take the position that oil would not damage a starter. I have researched if this is a common thought and found both statements from other dealers and from general car care sites that state oil will specifically damage a starter. I know if I bought a starter and tried to return an oil soaked I would be questioned leading me to believe and understand this failure is caused or can be suspect as caused by the dealers repair that has failed.
  
  Sources of Oil/Starter claims.
  ****************
  ****************

  Business Response

  Date: 04/06/2024

  The customer reached to Volvo USA
  for good will review. We have finished reviewing the case and Volvo Car USA
  cannot accommodate the request for contributing any compensation towards engine
  related repairs. It has been determined the customers vehicle falls outside of the
  warranty by time as well as mileage. The warranty expired on the
  vehicle 02/04/2016 the vehicle currently has over 120,000 miles and has exceeded the review
  parameters for goodwill. 

• Initial Complaint

  Date:03/15/2024

  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 purchased a 2014 Volvo S60 from an ** dealership. Vehicles from 2013 to 2016 were found to have an oil consumption issue. Volvo loosened piston rings to decrease gas mileage which creates issues for the car's oil consumption down the line. The class action lawsuit covered the test and repairs for years 2015 and 2016. Years 2013 and 2014 are not covered. The test and repair are about $9,000. I called both Volvo and the dealer I purchased it from and was told, the repair would not be covered. I find this to be unfair as Volvo knowingly sold cars that were defective and now they only have to repair some of the cars. My car only has 70K miles on it and now it's worth nothing. Plus, this is a safety issue as the car could fail at any time. They should fix their dishonest act.

  Business Response

  Date: 04/05/2024

  The customer was informed by one of our case managers ***** that the requested test/diagnostics will be covered under goodwill by Volvo Car North America by email on 03/29. We encourage the client to continue working with our contact center for additional information regarding this. The customer will need to schedule a service appointment with their nearest retailer and inform us of their appointment location and date. The customer's original case file number is: *************. If the customer has further questions or concerns we encourage them to reach out to us directly. ****************************************** | **************.

  
  

• Initial Complaint

  Date:01/31/2024

  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.

  The company (or possibly just this branch) severely lacks attention to detail & basic communication skills. We have 2 Volvo's. **************** is some of the worst. 1st vehicle- ****** coating ruined paint. Also issue with the sound system - certified pre-***************** best service package, they refuse to fix a factory default (they've verbally admitted to). After over a year of back and forth with service, gaslighting me into thinking nothing was wrong, a specialist came. Verified it's a known issue, said it they'd fix it. The "fix" was applied to half of it, we were told to fix the entire thing, we would have to jump through more hoops with corporate. It's been 2 **************** Purchased another vehicle (hoping it was a one off situation). Issue started with sales experience. Again certified pre-owned-they (finance manager) selected the financing option that had a higher interest rate stating since it's with Volvo it's "the easier, better option". Not easy and we feel mislead into a higher rate financing. Upon purchasing the stipulation after solidifying sale they would fix minor issues with the car (painting a scratch, leather a SALES REP ****** with a ball point pen & a damaged wheel). We were told this would be taken care of BEFORE picking the car up. It wasn't done and it took me over 3 hours with sales. Sales ************** says it will need to be scheduled. No communication until I call. Sales rep says we have everything ready just call to confirm date. Called in and service had no idea what I was talking about. After more leg work it's scheduled. Been in the shop for a week with no word on it. I called for update & I was told it was sent to collision. Called collision and they couldn't find the car!!! Called back (I saw location in app) and they said they didn't even know the vehicle was there & wasn't given any info on it!! Just found this out today and who knows how long my car would be sitting unless I called. This is HORRIBLE BUSINESS!!

  Business Response

  Date: 02/21/2024

  At this time we do not have a record of this customer contacting us for assistance. We have contacted the customer numerous times regarding their concerns, and the customer reached out to us in May 2023 to express concerns. A representative reached out the same day to assist and the customer did not respond so the case was closed. Regarding the new sales concerns outlined to us, the customer will need to work with ********************** ************* Services and the retailer directly as Volvo Corporate is not able to get involved or assist with sales concerns and contracts.
  

• Initial Complaint

  Date:01/17/2024

  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.

  Bought a XC40 RECHARGE AWD CORE in April 2023.Noticed vibration on the Highway (at ******* km/h) after delivery.Filled a service appointed at my local dealer on June 16th 2023.They acknowledged the problem, without confirming what the cause is or the expected resolution date.Made a request at Volvo ****** (September 2023) without success. Told me to contact my local dealer for updates.When I contact my local dealer (5th follow-up), they say they dont have any additional information or will not return my call at all.I have been waiting for 6 months now without progress. No alternative was provided (temporary loan, replacement of the car).Local Dealer : ALBI Volvo ********** **************************************************************************************************

  Business Response

  Date: 02/06/2024

  Our technical team is working with our retailers to resolve the customers concern.
  Weve asked the customer to continue working directly with the retailer as they will be able to provide him with the most recent information on this matter.

• Initial Complaint

  Date:01/17/2024

  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.

  Purchased a 2016 Volvo XC90 after owning one previously. Purchased it for the safety and dependability that we know Volvo to have. On Christmas Eve I was traveling and engine light began flashing and I was not near a major city. Took the car in to Volvo in ********** Ga the day after Christmas.First thing the service person wanted to do was a compression test. I have not experienced any engine issues since Volvo previously worked on it and said issues were resolved and no other issues found. Regular oil changes have always been performed. Now all of a sudden I need a new engine costing over $16,000. I did a lot of investigating and found out Volvo already knew this was a issue with this particular year and model of this car, but has refused to recall them. I read complaint after complaint of people having this same issue. There is presently a class action law suit against them for this very reason, and several people have already sued them and won their cases. Since Volvo is known for its longevity the miles on the vehicle should not warrant a new engine this early. I do feel that Volvo is responsible for some of bill if not all of it since they are refusing to recall these vehicles to repair this dangerous issue. This was very irresponsible of Volvo and could have ended in tragedy for me and it put the safety of others around me at risk also. I am trying to keep my faith in Volvo, but I am also seeking legal advice from an attorney to resolve this.

  Business Response

  Date: 02/07/2024

  The customer reached to ********************** *** for good will review. We have finished reviewing the case and Volvo Car *** cannot accommodate the request for contributing any compensation towards engine replacement. It has been determined the customers vehicle falls outside of the warranty by time as well as mileage. The customer is the 3rd owner of the vehicle purchased at a independent provider. The warranty expired on the vehicle 02/01/2020 the vehicle currently has over ******* miles and the vehicle also has been serviced outside of the Volvo network and has exceeded the review parameters for goodwill.

  
  

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 my 2022 XC90 Hybrid Volvo in January 2022. In December 2022, the heater stopped working in EV mode which was a known problem. The part was backordered for 3 months in which time, I could only have heat in my car if I ran it in gas mode. The dealership replaced the part in March 2023 and it worked fine until January **** in which the replacement part is now not working. Once again, the part is on backorder and I have no heat in EV mode. Volvo is aware of this problem and continues to sell cars knowing this is an issue. My dealer has informed me of several customers who are also experiencing this problem and are awaiting the replacement part again. This is the 2nd winter in a row where I have to run the vehicle in gas mode which defeats the whole purpose of purchasing an electronic vehicle.

• Initial Complaint

  Date:01/02/2024

  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 was at the dealer today - Bridgewater Volvo, NJ for software update and few questions on how the map/auto pilot works. Both the customer service person and the branch manager were rude in their responses and denied help. They simply said i have to reach out to the store where i purchased. had i purchased out of state should i travel all the way to the store to get an answer to a simple query?

  Business Response

  Date: 01/25/2024

  Thank you for contacting Volvo Car ***. We have forwarded your complaint over to Volvo Cars of *********** and have received a response. Volvo Cars of *********** advised that your appointment was for a software update and regrettably due to large volume of other customers taking deliveries of new vehicles were not able to accommodate your request for taking you through the features of your car at the time, thus recommending you to the selling retailer for this request. We do recommend contacting your selling retailer for this and do sincerely apologize for any inconvenience.

  Customer Answer

  Date: 01/26/2024

  
  Complaint: 21084704
  
  I am rejecting this response because: The response mentioned here is not what the Bridgewater Volvo told me. They just rudely told me reach out to the place from where the car was sold. Actually the engineer who was supposed to explain was sitting right in front of me and when the receptionist called him, he got up from his seat to come and help. by then i think the manager came and rudely refused and told me to reach out to the showroom where the car was sold. 

  Would ve appreciated little bit of courtesy and kindness. Also my question was if i have bought the car from ********** would they want me to drive all the way back to CA to get my doubts cleared?

  
  
  
  Regards,