Complaints

• Initial Complaint

  10/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 17 Volvo XC60 from Volvo Arrowhead online on 6/6/24. The trans took days. Level of attention was substandard. Behaviors were unprofessional. My credit file was run 7 times. I was told I was going to receive a ****** disc which I never received. The day after I purchased the car it was ad online for less than I paid after being told I was being given the very best price they were able to offer. After picking the car up numerous issues we're identified. All of the issues should have been identified and repaired prior to the vehicle being put up for sale. Purchasing a luxury car from a luxury dealer I would expect the very highest level of standard. The following were in need of repair/replacement due to the dealerships inadequate inspection- lic plate lights needed replacement, original mfrg battery was still in the car and needed replacement, windshield required replacement due to scrapes scratches and chips making it impossible to see when facing light, alignment was needed, exterior passenger mirror fell off due to broken clips and was covered up using adhesive, cigarette lighters in car required repair as they didn't work, valve stem covers required replacement and auxiliary battery or auto on/off requires repair as it doesn't work. In addition accessories listed in the ad as coming with the car we're not. These included- cargo net, cargo mat, tonneau cover, floor mats and second key fob. All we're listed on the window sticker included in online advertisement. Had I been aware these access were missing and the above mentioned repairs were needed I would have requested them or included them in the negotiations of the price. This was incredibly manipulative and deceptive. I expected much more in making an online purchase. No effort was made by the dealership to assist with any of the above mentioned repairs, missing access or price issues. I was blown off. Completely taken advantage of and left with repairs and out money I was told I would save.

  

  Business response

  10/14/2024

  Dear BBB Representative,

  We are in contact with Mr. Schmidt and will be providing a response to this Complaint, by the end of this week.

  Our best,

  VCA

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vehicle Owners: ****** ******* and ******* *********** Vehicle Identification Number (VIN): ***************** Purchase Date: August 8, 2021 Total Purchase: $56584.61 VIP Platinum Warranty Price: $4026 Volvo Maintance: $4624 Volvo Gap: $995

  

  Business response

  10/11/2024

  Dear BBB representative,

  We require additional information and would like to schedule a call.  
  

  We can schedule via email at gcano@vautom.com or via text at 480-650-9790.  
  

   

  Our best,

  Compliance Office 

• Initial Complaint

  09/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased my 2011 XC60 in November 2023, my second purchase from the Dealer.When purchasing it, I brought to the attention of my salesman before taking delivery that the front brakes were dished and did not look good, I was informed they were within limitations.I then had my vehicle in months later for an oil change and check up and I was informed how bad the brakes were and that the rotors needed to be replaced.They had pad-slapped it and not changed the rotors, just as they told me it had new tires which they didn't bother to check the alignment leading me to need the tires replaced within a year due to uneven wear on the outer edges.I've also had to replace the battery that they had installed in 2022 for the prior owner that failed in not even 2 years. They currently have it for an alternator and engine mount, my engine mount is covered under the extended warranty but the alternator may not be, I'm still waiting to see if the secondary warranty does cover it, to add insult to injury the warranty includes a loaner vehicle which they happen never to have any available.This has resulted in me having to rearrange my work schedule, please keep in mind any used car you purchase here, it's likely they half a**ed some preventative maintenance before kicking it to the lot.Don't get me wrong, I love my vehicle just not all of the additional costs in a year due to someone not wanting to do their due diligence.

  

  Business response

  11/01/2024

  Dear BBB Representative,
  We appreciate the opportunity to address Mr. ********* concerns. Our dealership strives to ensure customer satisfaction and provide thorough service.
  After receiving Mr. ********* feedback, our Service Director reached out to discuss his experience. Mr. ******** expressed gratitude for the recent service but noted that, although the brakes were measured and confirmed safe, he was concerned about the wear on the rotors. Ultimately, he requested new front rotors and pads as a resolution.
  In response, our General Manager approved a good faith offer to address Mr. ********* request for brake replacements. We offered to cover 75% of the cost, with Mr. ******** contributing 25%. This offer was made without any admission of liability or fault, as we have operated in compliance with legal requirements and ensured the vehicle met all applicable safety standards prior to sale.
  We regret that Mr. ******** did not find this offer acceptable. Nevertheless, our dealership remains committed to transparency and to meeting our obligations for vehicle safety and maintenance inspections.
  Thank you for allowing us to respond to this matter. Please do not hesitate to contact us if you require additional information.

  Respectfully

  ******* ****

  National Compliance Director

• Initial Complaint

  08/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a 2017 ****** armada from Volvo on June issues that recently got fixed was fuel pump, fuel pump sensor and also the screen module I decided to check and make sure that everything was good on vehicle today because I am going out of state and I find out that the transmission is leaking and there is silver hose or tube that is about to be fully ripped or come apart this is very frustrating I dont understand what is going its one thing after another this is a safety concern these inspection the service is offering arent right and they are not doing there job its uncalled for that I have to get this vehicle fixed every time they are not doing there job.

  

  Business response

  08/14/2023

  Dear BBB ************************************ team is reaching out to ****************** and we will provide a response as soon as we have one.

  Best regards,

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 9th bought a 2017 ****** armada from Volvo arrowhead Glendale I took it home june 13th found out that the screen wasnt working within that week so I called Volvo and told me to take it in and so I did they said that they will cover the issue at full cost we found out that the issue was the radio module that needs to get replaced I was waiting for answer when they were gonna fix it and last week they told me that they will not cover it I am beyond disappointed all they are doing is lying to people saying that there gonna cover at full cost and then out of nowhere they change there mind so unfair how this can happen also with the screen not working my AC has to be on full blast because I found out that if I turn it off or lower it and the screen turns off I cant control my AC anymore I have to wait until the screen flashes on living in ******* heat This is just unfair bad business uncalled for now I have to take it in again to get checked up for a possible gas leak or sensor malfunction this just doesnt make any sense at all i am asking for this vehicle to be fixed as it was given to me without a proper inspection this was confirm from sales manager that an inspection was not properly done and its a safety hazard issue the problem was not disclosed to me that the vehicle had any issues.

  

  Business response

  07/20/2023

  Dear BBB Representative,

  This matter has been resolved.

  We appreciate the opportunity to review and resolve this matter.

  Best regards,

  Compliance Office

• Initial Complaint

  09/13/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I got a car delivered to me from Arrowhead Volvo in ******* on or around 7/30/22. They informed me that the vehicle had been fully approved for financing through Alaska ********************* The contract that I signed upon delivery of the vehicle confirmed this. There were no contingencies listed on the contract, nor discussed with me with any of the sales agents or finance manager. 3 weeks later, the dealership calls me and tells me the deal is actually not complete and that I need to provide proof of residency in order to complete the deal. I had already provided proof of residency, so I do not understand what was happening. Several employees threatened me with legal action, even threatening to call the Sheriffs to claim that I "stole" the vehicle from them. They delivered the vehicle to me, we signed the contracts, and that should have been the end of the deal. Now they are trying to say that I have to return the vehicle. The contract that was signed by all parties said nothing of the sort. Please help me in this matter. Thank you!

• Initial Complaint

  03/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Volvo Arrowhead agreed to purchase my 2014 Infiniti, agreed on a price, inspected and appraised the vehicle and gave me a photocopy of the check, saying the actual check would be mailed in a few days. Volvo Arrowhead then took ownership of the Infiniti by putting the title in their name and advertising it on their website.When I called the dealership to ask for the status of the check I was told they did not want the car anymore, cited it was leaking fluid (it was not) and said I needed to come in and reclaim the vehicle. When I refused they had the car towed to my residence and tossed in the keys. Keep in mind that Volvo Arrowhead had changed the title to their name, and as far as I know, it was not insured. Repeated calls to speak to the manager of Arrowhead Volvo were refused as well as at Visionary Automotive Group (who owns Arrowhead Volvo). Arrowhead Volvo claimed the car was a lemon because it was leaking fluid and that justified their returning the vehicle to me. The car had no fluid leaks prior to my selling the car to them and no leaks after they returned it. I ended up selling my car elsewhere, a 150 point inspection was performed and no leaks were found. Keep in mind even if it had been leaking, the Lemon Law does not apply in this situation.I was only able to sell the Infinity after changing the title to my name and registering it. I had to wait for Arrowhead Volvo to mail the notarized title to me so I could present it to the *** and incurred fees.Can you imagine doing business, especially for a high end car like a Volvo, *** or Land Rover, with a company that acts in such a bizarre manner? They essentially bought the car, tried to sell it, changed their mind and then dumped it at my house even while holding title to it (and refusing to pay for it). We feel it's important for the BBB to be aware of how Arrowhead Volvo is conducting their business and are formally filing this complaint so they do not do this to other customers.

*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. ↩