Complaints

• Initial Complaint

  08/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased a long block engine as a replacement in Aug 2020 through an authorized retailer/repair center (ARC) in Canada. On the sale sheet provided at the time of payment, it stated the engine had a 3 year manufacturer warranty. In Aug 2020 I started to break in new engine as per manufacturer requirements. Winterized by ARC. In 2021 I continued to break in engine. Winterized ARC In 2022 I continued to break in engine. Winterized at ARC and changed break in oil, as per manufacturer requirements. Upon reaching 27 engine hours, in June 2023 (2 years 10 months) we had the serpentine belt disintegrate. We took the boat to a closer ARC as we believed it was simply a belt issue. Also of note, the original ARC has changed ownership twice. Once the belt was changed, the engine was tested for performance and determined that the engine was under performing. Testing was completed with the authorization of Volvo Penta via the ARC. It was determined that 2 cylinders of the new (27 hour old engine) never fired. The ARC had to provide testing result and photos to Volvo Penta, which was done. The response from the escalation department at Volvo Penta, was “long blocks only carry a 2 years manufacturer warranty”. The ARC was confused as they believed the long block had a 3 year warranty due to their experience with Volvo Penta and our warranty paperwork as originally provided at the time of sale. Once Volvo Penta dismissed their ARC, I started communicating with Volvo Penta and I have been pleading my case to them for the past two weeks. This has been escalated up through the chain and they claim that “Volvo parts warranty is only 2 years”. All my paperwork states 3 years, and furthermore there was an announcement in 2014 stating: *************************************************************************************************************************************************************************************************** I have all emails and paperwork for review. Thanks, *****

  Business response

  08/21/2024

  Thank you for allowing Volvo Penta the opportunity to respond to this concern.  Volvo Penta has reviewed Mr. Reason’s case, and the ******** ******** determined that the warranty had expired.  In addition, there were no part numbers on the invoice of the replacement engine to verify that this was a Volvo Penta long block. We certainly understand that when a failure occurs outside of warranty it can be disappointing, but unfortunately, the warranty had expired.

  Customer response

  08/21/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The long block number was in fact included on that warranty sheet; top of page Titled "Longblock Installation Checklist" Longblock Serial Number: ********

  This process actually started in June of 2023 not this year, still within our 3-year warranty.
  
  Sincerely,
  
  ***** ******

  Business response

  08/21/2024

  We are very sorry, but as noted, the ******** ******** reviewed and determined that the warranty had expired when the claim was submitted. 

• Initial Complaint

  05/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had a boat with IPS600. The driveshaft failed and Gotham diesel repair, a Volvo dealer installed a new one. Only hours after use the next day following the repair the driveshaft failed again due to a failure in the part. The boat needed to be hauled out and Volvo was to reimburse for the 2nd haulout with they have failed to do. Volvo refuses to speak to me directly and they refer me to the dealer. The dealer says Volvo refuses to reimburse me or them.

  Business response

  05/09/2024

  Volvo Penta reviewed Mr. **** ** ******** complaint today.  Volvo Penta called **** to discuss his concerns and apologize for this issue.  Volvo Penta will work with the authorized dealer to review the invoice submitted for ******.  Volvo Penta will work to resolve this issue to the satisfaction of the customer, Mr. **** ** ****** asap.  

  Customer response

  05/10/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ** ******

• Initial Complaint

  03/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint concerning grave issues I have faced with two Volvo Penta D3-220 boat motors that I purchased from a licensed dealer in your state. Regrettably, these motors have displayed consistently poor performance and suffered recurrent malfunctions, posing significant safety risks and financial burdens. Despite adhering to proper maintenance and usage guidelines, my boat has experienced seven turbocharger failures leading to fires, oil spills, fuel filter blowouts, and trip interruptions. This substandard operation, including sudden losses of power and engine shutdowns, has put the well-being of my passengers at risk and severely undermined the value and utility of my vessel. My concerns escalated to such a point that I listed my boat for sale, only to find the brokerage removing the listing due to safety and liability issues raised by the motor problems. Potential buyers, after learning of the turbocharger issues, have understandably ended purchase agreements. Voicing my concerns, Volvo Penta confirmed a catastrophic failure of the starboard motor, offering its replacement. Yet, they negligently refuse to replace the equally troubled port motor which, too, has erupted into flames amongst other recurring issues. Both my family and I fear for our safety, rendering us unable to utilize the vessel since November. Furthermore, a thorough investigation into Volvo Penta's opaque practices in withholding repair details and the refusal to take preventive measures to avoid catastrophic engine failure. The welfare and economic livelihood of Florida’s citizens rest upon the integrity and reliability of products sold within the state and the justice rendered in their defense. I trust in your commitment to uphold consumer protection laws. I would appreciate a prompt response with the steps your office will take to address this complaint. Thank you for your immediate attention to this urgent matter. ****** ******

  Business response

  03/28/2024

  Thank you for allowing Volvo Penta the opportunity to respond to this complaint.   Volvo Penta has been in direct contact with Mr. ******.  Mr. ****** has had some turbo failures as well as a recent engine failure.   Volvo Penta has fulfilled the warranty obligations as outlined in Mr. ******'s warranty policy.  When a part fails, Volvo Penta reviews the failure to determine if it is a warrantable failure. If so, Volvo Penta repairs or replaces the part. Recently, Mr. ******’s engine failed.  Volvo Penta is working with both the customer (Mr. ******) and his authorized dealer to replace the engine.  Volvo Penta has continued to advise Mr. ****** that his starboard engine will be replaced with a base engine.
  
  Volvo Penta has apologized to Mr. ****** for the issues he has had.   To assist and help compensate Mr. ****** for his downtime, Volvo Penta has provided an extended warranty policy for both of his engines as well as ****** towards his maintenance fees.

  
  Volvo Penta has advised Mr. ****** that his other engine, port side, did not fail and is operating within specifications.  Considering the other engine has no issues, we are not able to replace the engine.  

  Please advise if any additional support is needed.  Thank you 

   

  Customer response

  04/02/2024

  Additional Documents PDF

  Business response

  04/02/2024

  Volvo Penta has continued to repair all issues in accordance with the warranty limits and obligations.  Volvo Penta has provided goodwill gestures to assist with Mr. ******'s complaints.  Volvo Penta has also sent a Field Engineer to Mr. ******'s boat multiple times due to his complaints and were unable to find any issues on some visits.   Volvo Penta has also received complimentary emails from Mr. ****** for our service and support.   While Volvo Penta acknowledges there have been issues, we do not agree with some of Mr. ******'s claims in this complaint. In addition, Volvo Penta has provided warranty support for all warrantable failures.  Volvo Penta has over 75+ email regarding Mr. ******'s claims and concerns and have tried to resolve through sending a Field Engineer to his vessel, free of charge, in addition to providing goodwill.  Volvo Penta will continue to honor the warranty policy for Mr. ******. 

• Initial Complaint

  10/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In June 2022, we bought a Regal 33X boat with engine and steering compartments made by Volvo Penta Three months after the brand new boat purchase, the boat started having issues with the SCU, steering cylinder, the anchor windlass, and a recalled part since Sept 25, 2022. From September 25, 2022 until February 25, 2022, we paid a total of ***** to Safe Harbor Marina (**** per month for 5 months) without being able to use our boat. After 5 months of patiently waiting, we were told that our boat’s steering issue was fixed. However, on Saturday October 1, 2023, at approximately 6:43pm, while being steered out of Rough Hollow Marina, the steering power went out, causing the boat to be out of control and collided into two marina metal poles on two different occasions. Several witnesses were on the boat including 5 adults and 4 children who could have been severely injured. The right rear of the boat has two areas of damage from the two collisions. As a passenger, boat owner ******** ****** injured her left arm and is suffering from neck pain from having to physically push the boat off of the poles in order to avoid further collisions. Of note, this was only our third outing with the boat since February 2023 when we were told that the steering issue has been fixed. Moreover, the Air Conditioning unit also malfunctioned as of September 22, 2023. Due to multiple defects and prolonged attempts of repair, followed by a continuous failure to repair and a potential life-threatening accident, we no longer feel safe owning a Regal boat. After subtracting a generous ** depreciation from the total 9 months of useable time during which we seldom took the boat out, we demand that you refund the 9** residual value of ******** plus the 5 months of unusable Marina storage of ***** for a total of ******** plus any taxes and fees which was paid during our purchase. We sincerely hope that you feel the same as us when we say that our request is only fair. All emails regarding our boat issues and repairs should have been in your file but we are more than willing to provide details of our communication if needed. Please notify us by October 21, 2023 of your refund in order to avoid a forced arbitration involving all parties and 3rd party beneficiaries via the ******** *********** *********** during which our lawyer will ask for further Marina storage fees, lawyer fees, and any bodily injury fees from ******** ****** and the other 8 passengers on the

  Business response

  10/12/2023

  Please note the date this complaint was filed, was the first date that Volvo Penta corporate was made aware there were any issues with the operation of this vessel.   This is also the first notification Volvo Penta has had that this customer was hurt “suffering from neck pain from pushing the boat off the poles”. We certainly apologize that anyone was hurt.  Volvo Penta does everything possible to ensure safety.  Please note there are very specific guidelines provided in the owners operating guide on how to handle the loss of steering on one driveline to prevent any issues or dangerous situations.
  
  Volvo Penta has emailed the customer and advised that we are happy to evaluate any concerns.  Volvo Penta will work with the authorized dealer to ensure the repairs are made.  Volvo Penta is sending a Field Engineer to the boat to ensure the repair is made and the boat is operating within specifications.  Volvo Penta will resolve this case within the limits of the North American Leisure Warranty Policy. 

*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. ↩