Certified Pre-Owned Volvo service issues

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Nov 7, 2018
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#1
Requesting assistance in recovering the costs of repairing the wheels and tires on my 2017 Volvo.

We purchased a 2017 Volvo S90 in May 2018, and took it to Dallas, TX dealer Park Place Volvo (PPV) for service and repair on 10/16/2018. After service was complete, I noticed a distinct vibration on my way home that was not present initially. I returned on 10/22, dealer tech reported four bent wheels and three damaged tires.

I questioned this but reluctantly agreed to pay for fixing two of the wheels. I then 1) noted a technician's acknowledgement of the error via text and 3) noted that the multi-point inspection did not mention damaged wheels or tires. About 20 minutes later the dealer (unprompted) offered to fix all four wheels. The work was completed well after closing time. The vehicle was returned to me with error messages on the dashboard. I pointed this out and they "drove it around a while to clear the errors".

The vibration returned shortly afterward. The service dept at another dealer verified that only two wheels were repaired, when PPV's documentation indicated that all four were repaired. This likely caused additional damage to the wheels, placing us in danger.

After each repair on 10/16 and 10/22 the vehicle passed their multipoint inspection. This incident, and another incident at PPV in July where minor work was documented but not performed leads me to believe that my vehicle was damaged in their care and they offered to repair the wheels to conceal their errors. Their documentation has been misleading and/or false in the two times we've utilized PPV service.

I've engaged with the dealership; and they stopped responding after I copied Volvo corporate leadership on 10/30, using the executive email addresses found on this website (thanks!).

Today we paid $1600 to replace the wheels, as they were beyond repair. We are replacing a tire tomorrow for $300, two of the tires were replaced under warranty by the dealer. Volvo Customer Care opened a case after reviewing our docs but abruptly closed it today, hours after apologizing for their lack of communication. The representative claimed they could no longer mediate because I contacted PPV earlier that day seeking a status update. At no point were we ever advised that Volvo Customer Care was mediating the issue or taken any action, because they admittedly had not communicated this to us.

I have documentation of the communication between me and the PPV service manager, service reports, and screenshots of the text message from a PPV tech acknowledging the vibration when the vehicle was returned to me. This has been included in all correspondence with Volvo leadership and I will include it upon request.

Your help in bringing attention to this and helping recover our costs is sincerely appreciated, thanks!
 
Nov 7, 2018
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#2
Clarifications
  • Initial 10/16 repair (2nd paragraph) was for a windshield installation/calibration and 20K scheduled maintenance
  • $1600 (3rd paragraph from bottom) was the cost of replacing two wheels.
 
Jun 30, 2017
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#4
If you noticed these problems only after the service as being new issues, the only logical conclusion is that someone drove the car at high speed over large bumps while the car was in custody of the dealer. Four bent wheels and three damaged tires are indicative of damage from abuse. These are not something that can happen during normal use.

Bent wheels (assuming they are typical alloy wheels) ALL need replacement, not repair. They will never be round or safe at speed. One can repair minor curbside rim chips, but a bent alloy wheel is unsafe and must be replaced.

You should take this issue directly to Volvo corporate. Your car was damaged by abuse and you were provided inadequate and unsafe correction of the problem.

https://www.elliott.org/company-contacts/volvo/
 
Jun 30, 2017
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#5
If you have not done so you may want to file a police report regarding the original damage and notify your auto insurance agency. Hopefully you have pictures of the damage. Did they return the damaged wheels to you?
 
Nov 7, 2018
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#6
You may have to go further up the Volvo Executive chain. Is this the dealer you bought the car from? You say you brought it in for “service and repair”. What was being repaired?

Use this to begin a writing campaign to Volvo;

https://forum.elliott.org/threads/resolving-consumer-complaints-and-developing-a-paper-trail.8903/
Thanks! I've added clarifications after my original post. I brought the vehicle in originally for a windshield replacement and 20K service, about $1550. I'd previously had a bad experience with Park Place Volvo (PPV's) service department, but elected to use them again because they were the only local dealer that didn't contract out windshield replacements. I requested a different service advisor hoping for an uneventful outcome.

This and other posts on your site were helpful in crafting my initial communication and eventual escalation to Volvo Cars USA. I've attached the email thread "Service Issues..." with the PPV Service manager, John Roberts, that included the general manager, Mr. Ambrecht. PPV is where I purchased the vehicle six months ago.

The "Service issues..." thread began on 10/25; Volvo Cars senior management was added to the thread on 10/29.

The "Dealer Complaint" thread is my attempt at resolving this via Volvo Customer Care, they have dropped my complaint hours after I contacted PPV for a status update yesterday. This was unexpected; at no point were we advised how to proceed after entering the complaint. The complaint was dropped two hours after Customer Care apologized for the lack of communication!

Again, thanks for the quick response and your input is appreciated.
If you noticed these problems only after the service as being new issues, the only logical conclusion is that someone drove the car at high speed over large bumps while the car was in custody of the dealer. Four bent wheels and three damaged tires are indicative of damage from abuse. These are not something that can happen during normal use.

Bent wheels (assuming they are typical alloy wheels) ALL need replacement, not repair. They will never be round or safe at speed. One can repair minor curbside rim chips, but a bent alloy wheel is unsafe and must be replaced.

You should take this issue directly to Volvo corporate. Your car was damaged by abuse and you were provided inadequate and unsafe correction of the problem.

https://www.elliott.org/company-contacts/volvo/

Agreed, thanks! The wheels are described as aluminum, not sure if that's aluminum alloy or not.

I've found that Volvo corporate is not interested in resolving owner/dealer disputes, based on the complaint linked in my response to Neil Maley and other threads on Volvo forums online.
 

Attachments

Nov 7, 2018
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#7
If you have not done so you may want to file a police report regarding the original damage and notify your auto insurance agency. Hopefully you have pictures of the damage. Did they return the damaged wheels to you?
I did not think to ask for the damaged wheels. I have video of one of them, taken at the shop:
Would filing a claim in this case affect my insurance rates? Even if it's determined I'm not at fault? To complicate things, I changed insurers last week. Good times.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
14,700
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www.promalvacations.com
#8
I am not sure what good filing an insurance claim is if you didn't have an incident that caused this. Have you gone back to the dealer you bought the car from and told them what this dealer did? I don't understand how you weren't having issues with the wheels and tires before you brought the car in and then had the shaking after. (I would have driven right back to the dealership) That means the dealer did something that caused this.

You may have to take them to small claims court if you can't get this resolved by Volvo. Continue up the executive chain one by one once a week to try and get Volvo to handle this. But something they did in that shop caused this.
 
Likes: Greg Wilson
Jun 30, 2017
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#9
I did not think to ask for the damaged wheels. I have video of one of them, taken at the shop:
Would filing a claim in this case affect my insurance rates? Even if it's determined I'm not at fault? To complicate things, I changed insurers last week. Good times.
Your video clearly shows a bent rim--this takes MAJOR force (abuse) to cause, such as running straight over a full height curb at speed.

I can't answer if a claim would affect your rates; this is insurer specific. You seem to have paid for multiple wheels and tires. You can decide if an insurance claim is needed after you deal with Volvo. You can report the damage to your insurer (the one you had at the time of the incident) without making a claim. We did this (hit a deer-the ins person on the phone asked who owned the deer :p) and were told we have 3 years to actually make a $$$ claim.
 
Jun 30, 2017
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Maui Hawaii
#10
Thanks! I've added clarifications after my original post. I brought the vehicle in originally for a windshield replacement and 20K service, about $1550. I'd previously had a bad experience with Park Place Volvo (PPV's) service department, but elected to use them again because they were the only local dealer that didn't contract out windshield replacements. I requested a different service advisor hoping for an uneventful outcome.

This and other posts on your site were helpful in crafting my initial communication and eventual escalation to Volvo Cars USA. I've attached the email thread "Service Issues..." with the PPV Service manager, John Roberts, that included the general manager, Mr. Ambrecht. PPV is where I purchased the vehicle six months ago.

The "Service issues..." thread began on 10/25; Volvo Cars senior management was added to the thread on 10/29.

The "Dealer Complaint" thread is my attempt at resolving this via Volvo Customer Care, they have dropped my complaint hours after I contacted PPV for a status update yesterday. This was unexpected; at no point were we advised how to proceed after entering the complaint. The complaint was dropped two hours after Customer Care apologized for the lack of communication!

Again, thanks for the quick response and your input is appreciated.



Agreed, thanks! The wheels are described as aluminum, not sure if that's aluminum alloy or not.

I've found that Volvo corporate is not interested in resolving owner/dealer disputes, based on the complaint linked in my response to Neil Maley and other threads on Volvo forums online.
Aluminum is an alloy wheel. Your video clearly shows an allow wheel. The only alternatives are the old steel wheels, which cost under $100 per.
 
Nov 7, 2018
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#11
I am not sure what good filing an insurance claim is if you didn't have an incident that caused this. Have you gone back to the dealer you bought the car from and told them what this dealer did? I don't understand how you weren't having issues with the wheels and tires before you brought the car in and then had the shaking after. (I would have driven right back to the dealership) That means the dealer did something that caused this.

You may have to take them to small claims court if you can't get this resolved by Volvo. Continue up the executive chain one by one once a week to try and get Volvo to handle this. But something they did in that shop caused this.
Agreed, it's definitely lawyer time. Volvo Customer Care is now actively dismissing my claim because I attempted to contact the dealer, when it was never clear what actions Customer Care were taking. See updated attachment, apologies for the scattered chronological order. I'll have to convert them individually to PDF and arrange them myself.

I really want to like this car, but I can't trust it unless all four wheels are replaced. I'd planned on replacing my SUV with an XC90 until now. I get compliments but sincerely hope no one looks at my car and decides to buy a Volvo. How do I best express this to the largest possible audience?
 

Attachments

Jun 30, 2017
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Maui Hawaii
#12
Agreed, it's definitely lawyer time. Volvo Customer Care is now actively dismissing my claim because I attempted to contact the dealer, when it was never clear what actions Customer Care were taking. See updated attachment, apologies for the scattered chronological order. I'll have to convert them individually to PDF and arrange them myself.

I really want to like this car, but I can't trust it unless all four wheels are replaced. I'd planned on replacing my SUV with an XC90 until now. I get compliments but sincerely hope no one looks at my car and decides to buy a Volvo. How do I best express this to the largest possible audience?
If you still have some of the damaged wheels take them to an independent alloy wheel specialist (should not be hard to find in Dallas) and discuss your options as well as their opinion on how this damage occurred. You need some evidence from an independent shop to counter the claims that the dealer will continue to deny.
 
Likes: jsn55
Jun 30, 2017
849
785
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Maui Hawaii
#13
Agreed, it's definitely lawyer time. Volvo Customer Care is now actively dismissing my claim because I attempted to contact the dealer, when it was never clear what actions Customer Care were taking. See updated attachment, apologies for the scattered chronological order. I'll have to convert them individually to PDF and arrange them myself.

I really want to like this car, but I can't trust it unless all four wheels are replaced. I'd planned on replacing my SUV with an XC90 until now. I get compliments but sincerely hope no one looks at my car and decides to buy a Volvo. How do I best express this to the largest possible audience?
In reviewing your email, you DO NOT want to talk to anyone about this. You need to keep all of your communication via electronic means that can be archived and cannot be denied.

One other thought about the damage you report: The impact that bent the wheels and damaged the tires virtually certainly knocked the wheels out of alignment and may have damaged suspension components as well. Four wheel alignment can easily cost $200+ on top of your other costs.
 
Sep 27, 2017
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#14
Is the total damage <$5000? Small claims court may be just the thing, especially if everything is as well-documented as you say it is. In the few times I've been to small claims, I've been very successful (including one time I was forced to sue a car dealership).
 

jsn55

Verified Member
Dec 26, 2014
7,317
7,139
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San Francisco
#15
What an awful story. I ran up against a Olds dealership when I was 26 and have never gone back to a dealer after purchasing a vehicle. I have always had excellent mechanics, and if they charge me $5K over ten years, that's just fine with me. I have never had 5 minutes of car trouble (in a looooooooong career of driving) ... my rig is always perfectly maintained and most of all safe. They last between ten and eighteen years. I wish I kept the exterior washed and polished half as well.

I'd find a good independent mechanic, get that Volvo all fixed up, take the dealership to small claims, and enjoy many years of reliable service from your car. A good independent mechanic is worth every cent you pay him.
 
Likes: Greg Wilson
Nov 7, 2018
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#16
Is the total damage <$5000? Small claims court may be just the thing, especially if everything is as well-documented as you say it is. In the few times I've been to small claims, I've been very successful (including one time I was forced to sue a car dealership).
So far, it is under $5k. Encouraging news concerning your experience.
 
Feb 28, 2018
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#17
I bought a new Volvo 940 station wagon, had problems with warranty service at the selling dealer, got zero assistance from Volvo Corporate ( as I recall it was in New Jersey at the time) and went to another dealer. Their service department said the problem was covered by warranty, billed Volvo, and was paid by them The service department manager told me that warranty service fees paid by Volvo are much less than fees paid by owners. He also said that Volvo Corporate customer service essentially accepted whatever the dealer reported, and did not want to create any problems with its dealers. From that day on the second dealer provided all of my service, but the Volvo required quite a bit of service, and the alloy aluminum wheels did create problems. I now drive a Toyota 4Runner with steel wheels with n o problems.