Complaints

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to about my 2016 XC60. I followed all prescribed maintenance protocols and relied solely on their dealership for servicing. Despite my strict compliance, there have been persistent issues with the vehicle.recurring nature of the issues: January 9, 2023: Complaint of oil light on - oil and filter change May 22, 2023: Complaint of oil light returned - advised oil consumption test needed to be redone - piston rings replaced, lower radiator hose, and drive tensioner September 19, 2023: Returned because oil light returned - staff recommended spark plug change October 18, 2023: Engine light on - car brought in for damaged rear light - staff recommended maintenance on brakes, gearbox, and lamp body February 1, 2024: Engine light on - staff recommended topping oil and replacing engine filter April 20, 2024: Engine light returned - initially staff stated it was due to oil consumption. Now, they are attempting to charge me for the impact of the oil consumption on the turbocharger. Despite repeated visits to their dealership the issue has persisted. On each occasion, employees attributed the issue to a recall on oil consumption. During each visit, I was assured that the problem was solely related to oil consumption and that the vehicle had been adequately repaired. The piston rings play a crucial role in maintaining proper compression within the engine cylinders. When compromised, they can allow oil to leak into the combustion chamber, leading to adverse effects on the engine and turbocharger. Failing to address issues with the piston rings properly was negligent, and had cascading effects on the turbocharger, compromising its performance and longevity. I was also deceived into paying for additional services with each repair. This company have deceptive billing and labor charging practices.Also, they're endangering the public with tainted drinks, it is very distressing to find my son and I drank drinks from them that had ants in them.

  Business response

  06/04/2024

  The vehicle in question is under a *********************.  2016 Volvo XC60 with ***** miles on it.  In May of 2023, we replaced under recall, after testing, the pistons.  There were parts at that point (lower radiator hose, belt tensioner, studs)  that were not covered under the recall, so the customer was informed of this with prices and approved the additions.  There is a specific list of parts that are covered under the piston recall, and quite routinely, we run across additional parts that sre needed.  
   
  In September 2023, the oil light triggered again.  We got Volvo to goodwill performing the step one procedure again.  After step one, the customer is directed to drive the vehicle for 1200 miles, or if the oil light comes on to match step one consumption statistics to step two.  After sending these before and after specs to Volvo, they decide what the next course of action will be.  Also, on this visit, there was a turn signal bulb that was out that the customer paid for.  
   
  In October 2023, the vehicle came in for second step consumption procedures, in addition to a multi point inspection.  After matching step one and step two statistics, it was concluded, by the factory, that there was no oil consumption problems at this current time.  All step two oil consumption procedures and sent to the factory for final say, as this is a requirement.  At that time, after the multi point inspection, the tires were worn, as well as the front brake pads and discs, and they have a broken R.R. Tail light assembly.  All of which were presented to ************** with estimates and approved by him.  
   
  In February 2024, the oil light was on, we contacted the factory, after tests, the factory concluded that again, there was no oil consumption issues at this time.  We found a dirty engine air filter needed replacing, and was presented to the customer, of which they approved replacing.  
   
  April 2024, check engine light is on.  ******* warning.  After taking oil pan down, cylinder head off at no charge to the customer, at the behest of the factory for diagnosis, it was determined that the turbocharger needs to be replaced.  After the back and forth with the factory, who initially did not contribute anything, Autobarn is paying *******, and Volvo is contributing ****** toward the customer's repairs.  We are waiting on the turbocharger, which we should get in next week.  The entire time the vehicle has been here, the customer has been in a loaner, free of charge.  
   
  *******************
   

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an oil change and a tire repair (was told a nail was in my tire). They told me they topped all my fluids they then asked for a survey response afterwards. I thought everything was fine until I tried my ac. The system was running out air. It has never done that before bringing it in. I called and asked what was going on and the consultant told me that there was nothing they did that could have resulted in that; then I tried to explain this didnt occur until they handled my car I asked for the manager and he too was salty. I paid a huge amount for this auto at that dealership in oak park. Its not my first time with a Volvo. I will never go back there. Theyre dishonest and rude. I will be going to another Volvo dealership repair I also will be writing to the Volvo organization.

  Business response

  06/01/2023

  The customer called yesterday saying that his air conditioning was not working and we are to blame for it.  Customer was previously in for a stand alone oil and filter change on 05-22-23.  We do a limited multi point inspection that includes safety items.  He did need front brakes, of which he declined.  I told him unless he had an a/c problem we would not have looked into this during an oil and filter change.  He started talking over me.  I told him to bring it in first thing today, 06-01-23, and he set an appointment.  He missed the appointment, and earlier today, he called ** up wanting his extended warranty information.  I assume he is at another repair facility.  Doing a simple oil and filter change, we do not check a/c capacity and freon pressures, nobody does.  His accusations are baseless.  We set him with an appointment for the next day immediately, of which he missed.  

   

  *******************

  Service Manager 

  Autobarn Volvo of ********

*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. ↩