Complaints

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:02/03/2025

  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 own a 2015 Volvo S60 purchased and serviced at the above location. Volvo informed me of a oil problem with my year's vehicle with a recall notice. I spoke to my service writer who said the repair was not covered. I was told to keep oil in the vehicle and keep up the service. I regularly go to the dealership to have the oil level checked and on two visits, I was told that the oil had been "topped off" only to check myself and that was not the case, there was no oil. I began to not trust the service department based on that careless act. I understand that my engine would have been damaged had I driven the car without checking. My car began to make a noise in late December and I had to have it towed to Volvo where I was informed there was an problem with the engine and the repair would cost about $8000.00 more than the value of the car. When I inquired about the problem and the cause, I was told that it was a lubrication issue. I cannot understand with all the service that this is now a problem with no warning and not resolve on Volvo's part. I have asked for some return of service cost or some consideration toward another vehicle.

  Business Response

  Date: 02/04/2025

  Good afternoon,

  
  Our dealership has worked diligently to assist the customer, and we would like to provide clarification on the events and service history.

  Upon diagnosing the customers vehicle, we determined that it had a burnt valve, potentially caused by oil consumption. The customer was informed that the repair would not be covered under warranty or any existing Volvo service campaigns, and they were advised to monitor and maintain proper oil levels until repairs could be completed.

  
  Service History:

  Below is the documented history of oil top-offs and services performed for the customer:

  10/31/2023 (****** miles): Oil topped off
  12/5/2023 (****** miles): Oil topped off
  2/2/2024 (****** miles): Oil topped off
  2/15/2024 (****** miles): All fluids topped off, tire pressure adjusted
  6/20/2024 (****** miles): 10,000-mile service performed, including an oil change
  After the last service on 6/20/2024, there is no record of additional maintenance or oil top-offs performed at our dealership until the vehicle returned on 1/13/2025 (******* miles) with a burnt valve.

  
  Current Situation:

  Following the diagnosis, the customer was provided with a repair estimate on 1/17/2025 or 1/18/2025 and was offered options for trade-in or purchase. At the customer's request, our pre-owned manager attempted to contact them to discuss these options, but the customer has not responded to our outreach from multiple managers.

  
  The customer was provided with a loaner vehicle while considering their options. Our service manager initially agreed that the customer could keep the loaner until 2/3/2025, but they have since refused to return it, preventing other customers from utilizing the vehicle.

  
  Warranty and Volvo Assistance:

  The customers vehicle does not meet the criteria set by Volvo Cars USA for assistance related to the piston ring failure and oil consumption issue. We have advised the customer that they may contact ********************** Cars USA directly to inquire about any goodwill assistance that may be available.

  
  Conclusion:

  We understand that this situation is frustrating for the customer, and we have made every effort to assist them in finding a resolution. We remain open to discussing potential repair options, and we encourage the customer to return the loaner vehicle as previously agreed upon.

  
  Please let us know if any further information is required.

  Sincerely,

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

  General Manager

  Volvo Cars Annapolis

• Initial Complaint

  Date:06/25/2024

  Type:Product 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 talked with the Volvo used car manager about it's ongoing problems I'm waiting to see if they honor sending me half the money for the alternator do we are headed to a resolution I appreciate your help and cooperation

  Business Response

  Date: 06/25/2024

  Good afternoon Ms. ******************* am very sorry for the troubles you are having with the 2011 Honda Pilot you purchased from our ***************** This was an AS-IS vehicle, which you did acknowledge. These types of vehicles are sold AS-IS due to the risk both we, as a business, and you, as a customer, accept when making a transaction.

  
  That being said, given the nature of the car having issues so quickly after the purchase, please give me a call to discuss options. We do not like to leave our customers without attempting to find reasonable solutions to assist.

  
  Thank you.

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 21899462
  
  I am rejecting this response because:   **** geddmlman the used car Manager had agreed to pay for half of the work done on the car at heritage *****. As of this date he has not kept his word. I have also sent a copy of the bill to him and *** ****** from heritage ***** for him to present it to the financial officer. I want it on record that he has not kept his word even though this has been going on since May and it is august, he hasn't honored his word or pick up his phone calls to date.
  Sincerely,
  
  **** ******

  Business Response

  Date: 08/29/2024

  Good morning,

  
  Weve been trying to connect with you and ************** in ********* but havent had any success. Your reimbursement check for half of the repair costs has been processed, but we have not yet received the invoice for the completed work.

  Please email us the invoice so that we can mail out the check.
  

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

  
  Thank you,

  Customer Answer

  Date: 08/30/2024

  **** geddelman did honor his part of the bargain to pay for half the bill of 1210. He lied constantly then avoided talking to about after stating that he would mail the check.if you have any suggestions about my next step I would appreciate it 

• Initial Complaint

  Date:06/21/2024

  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.

   
  Complaint: 21878912
  
  I am rejecting this response because:

  I did not ask for reimbursement for the entire job.  What I am asking for is to have the back up battery replaced, which is what I had expected was done when I paid my bill and read the invoice.  Again this Annapolis Volvo dealership does not take customers seriously or pay attention to their work.  This business did not even read the complaint.  Yes, I was not charged, but I was also never notified that the work was not done or that I was not charged for a part I left thinking was installed.  I am asking for the $370 back up battery part and installation to be covered by Volvo Annapolis.  Again: I would like for the part and installation to be covered by Volvo Annapolis, but the work done at Volvo **********.  I have confidence in Volvo ***********
  
  Sincerely,
  
  ***** *******

  showed the starter backup battery in red and in need of immediate replacement. I contacted ******** from Annapolis Volvo and she said it was a mistake, that it was listed on my paperwork as being replaced. If it was a mistake why didnt the service center contact me to tell me I still needed to replace that part.I left Volvo Annapolis with paperwork saying the replacements were made and if I had not gone to another dealership, I would have never known the part was not replaced. I have made numerous calls over to ***** in the service department and ******* the general manager. Unfortunately, no response at all from the Volvo Cars Annapolis. I believe this is a pattern of telling people something was repaired and it actually wasnt. The support battery replacement is listed as $370. This is the type of operation that the ************************** was created for when companies take advantage of customers and they think it will just go away if we are ignored.

  Business Response

  Date: 06/24/2024

  Good afternoon,

  
  Let me first apologize for the miscommunication on our end. Your repair order did show the support battery being replaced; however, you were not charged for this job. This was merely a misstep by our service advisor, and again, we apologize for this oversight.

  
  I have attached two repair orders: one showing the amount you were charged for the work performed on the car, and another showing the amount you would have been charged if the support battery had been replaced. As you can see, you were not charged for the job, and therefore no extra money was taken by our dealership.

  
  Since your request is to be reimbursed for the entire job that was performed, and not just for the cost of the support battery (which wasn't actually replaced), I must decline your request. Again, we apologize for the miscommunication. In no way was this an intentional attempt by our dealership to be misleading, as we did not collect any unnecessary additional money from you.

  
  Thank you for your understanding.

  Business Response

  Date: 06/25/2024

  Clarification,

  Volvo Cars Annapolis will not reimburse the customer the full amount for a repair that was neither done nor charged for. However, we are willing to offer the customer a $100 store credit for future services/parts purchases should they choose to accept it.

  Business Response

  Date: 06/25/2024

  Good morning Ms. ********************* have read your complaint and reviewed the details, which show the disputed amount of $1,148.00. This was clearly an accident on our end, and we have no issue owning up to it. However, I'm confused as to why you believe you were taken advantage of by our dealership if you were not charged any additional money. We are all human, and a human error was made.

  
  Volvo Cars Annapolis is one of the highest-ranked customer experience operations in the nation, region, and market. In my opinion, our loyal customers' opinions, and ********************** Corporate's opinion, the ************************** was created for companies in which we do not fall under.

  
  Best regards,

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21878912
  
  I am rejecting this response because: Annapolis Volvo is a poorly run operation, not only did they need to clarify on my invoice (which they never did), now they needed to clarify on their BBB response.

   I do not want to use the services at Annapolis Volvo for anything ever again.  I would be willing to accept half of the payment for the backup battery replacement and the work to be done at Volvo **********.  Im glad this correspondence will be posted for all to see how unprofessional Annapolis Volvo is with customers.  They are still trying to get business. 
  

  Again: I want Annapolis Volvo to cover either all of the $370 part cost and installation or half of the cost for the part and installation, but I am asking to have the work done with a reputable service provider Volvo **********, not Volvo Annapolis.
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 06/26/2024

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********. I already offered to Annapolis Volvo that I would accept half off the cost for the part and installation and cover that myself. They did not accept that goodwill.  
  I am going to negatively review them on social media, I was trying to give Annapolis Volvo some grace to resolve this issue.  I appreciate the BBB getting some response from the business who ignored me, but the $200 I pay for mediation will nearly cover the amount I am requesting to be paid.  

  Regards,

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

• Initial Complaint

  Date:03/14/2024

  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.

   
  Complaint: 21424410
  
  This response is a misrepresentation of the facts. We did pay for labor for the work that was done at Volvo Annapolis (their incorrect assessment of our vehicle sunroof). As shown in the documentation we provided when filling this complaint, Annapolis Volvo stated in writing, and as a matter of fact, that there was water damage. Water damage would have voided the warranty on the vehicle. Another Volvo dealership has now removed the headliner and confirmed that there is no water damage, meaning that the repair would have been covered under the vehicle warranty that expired at the end of January. Annapolis Volvo should not have stated damage existed without confirming this information was true. Doing so created an opportunity for Volvo Annapolis to generate income for repairs that were not needed and misled us, the customer, on our ability to utilize our vehicle warranty. Based on their word as certified Volvo mechanics, their misrepresentation of the facts, in essence, voided our warranty while onsite at Annapolis Volvo, and set in motion the need for us to pay for a service that was covered by warranty. Annapolis Volvo has not addressed our initial complaint nor the fact that their incorrect diagnosis of the sunroof led to vehicle repair costs that we incurred and which would have been covered by the vehicle warranty had Annapolis Volvo provided an accurate and honest assessment. We had to pay $490 to Silver Spring Volvo because Annapolis Volvo misled us when they stated that the warranty did not cover the repairs based on a non-existent leak, had Annapolis Volvo been honest, we would not have had to pay the $490 to get our sunroof repaired.
  
  Sincerely,
  
  ****** *****ion prior to telling me that the repairs are not covered by warranty, and incorrectly stated a water leak in my roof was the cause. The repairs cost me $490 in labor, a cost I would not have incurred had Volvo Annapolis checked for bulletins and dealt honestly with me.

  Business Response

  Date: 03/16/2024

  Dear Mr. ******************* sincerely apologize for the inconvenience you've experienced with the sunroof on your 2019 S60. At Volvo Cars Annapolis, we always strive to provide the best service and solutions to our valued customers.

  
  After thoroughly reviewing your case, our team conducted a comprehensive assessment and provided what we believed to be the most suitable recommendation to address the issue with your sunroof. It's important to note that you were not charged for this assessment; rather, you were provided with a quote and recommendation based on our findings.

  Regarding the calibration suggestion, it's essential to highlight that while it may temporarily address the issue, it may not fully resolve any underlying concerns, especially if water is present in the sunroof tracks. Unfortunately, Volvo's warranty does not cover water-related issues caused by sunroof leaks or drain-related concerns.

  
  We understand that seeking a second opinion is your prerogative, and it's entirely within your rights to explore alternative solutions. We respect your decision to do so, as it's crucial to ensure you're comfortable with the diagnosis and proposed solutions for your vehicle.

  
  While we regret that you're dissatisfied with our technician's diagnosis, it's important to note that you were not charged for their time spent diagnosing your vehicle.

  
  Regarding reimbursement for any expenses incurred at another dealership, we regret to inform you that Volvo Car Annapolis will not be able to reimburse those costs.

  
  Once again, we apologize for any frustration or inconvenience this situation may have caused.

   

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

   General Manager

  Volvo Cars Annapolis

   

  Business Response

  Date: 03/26/2024

  Mr. *****,

  Once again, we extend our sincere apologies for the difficulties you've encountered with the sunroof on your 2019 Volvo S60.

  I would like to note that automotive diagnoses can vary based on the perspectives of different technicians and dealerships. If you were unhappy with the recommendation, especially considering your vehicle's warranty nearing expiration, why did you wait until March 11th, almost two months after leaving Volvo Cars Annapolis, to seek a second opinion? I did not receive a phone call or email regarding this matter until this case was opened.

  As previously stated, we regret to inform you that we are unable to assume responsibility or reimburse costs for repairs performed at another dealership. Our policies dictate certain limitations in this regard.

  We value our customers and remain committed to providing exceptional service within the scope of our dealership's capabilities.

  
  Regards,

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21424410
  
  I am rejecting this response because:
  

  I did not seek repair for the vehicle until March given that Annapolis Volvo is a certified Volvo dealership, and water damage is a verifiable and documentable occurrence, because the presence of moisture can be both documented and measured. So when Volvo Annapolis told me that they noted water in the sunroof, I believed them. The articulation by Volvo Annapolis was that a prior water leak was found and that the warranty would not cover any damage caused by a water leak, making my warranty useless.

  Given Annapolis Volvo's lack of honesty during the diagnostic process, it is not surprising that they are unwilling to take responsibility for their dishonest and misleading analysis of the issue with the sunroof. 

  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:10/31/2023

  Type:Customer Service 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 am rejecting this response because: The business did not resolve the issue; nor did they respond to the fact they admitted to letting me leave the dealership with an engine problem. Furthermore they did not communicate this damge to me in any way and let me drive away from the dealership with no concern with my safety or consideration to my vehicle. In fact they put it in writing, and did not provide the documentation to me until several weeks later via the mail.

  
  Sincerely,
  
  
  
  ******** *******

  ssionalism and negliance at this location I can NOT have them work on my vehicle as they could cause even more damages than they already have. It is now 10/28 and I am still being denied my paperwork. They had my car for 1 hr working on it in the back ... if your refusing to provide the customer documentation you most likely broke something in the process.

  Business Response

  Date: 10/31/2023

  Ms. ******* arrived for the appointment, vehicle
  was written up, dispatched to the tech who brought the vehicle in and performed
  a verification of the battery that was in the vehicle (standard process). Tech
  next performed the multipoint inspection. The tech went to the parts counter to
  obtain the battery for the appointment. At that time, it was found that the
  battery inventory was not replenished by the supplier in time to fulfill the
  appointment. Unfortunately, there had been a flood of vehicles that needed
  replacement batteries and two of them just happened to be the same battery
  required to repair Ms. *******'s vehicle.
   The customer was upset and requested to
  speak with the service manager(myself). I spoke with Ms. ******* and apologized
  for the inconvenience and explained what happened. I let her know that the
  replacement would be in on Friday and that I would place it in my office and
  call her as soon as it arrived. I again apologized and let her know that I
  would review the invoice when she returned on Friday to attempt to compensate
  her for the inconvenience once the battery was installed.
   When the battery arrived, I called her
  and left a message on her voice mail. She called back and left a message with
  the receptionist to have me read the email. I read it and asked her what her
  alternate solution was and that the battery arrived as promised. She stated it
  was moot at that point and that she wanted compensation for lost time. We are
  not in a position to comp customers for their time to come to an appointment. I
  closed the invoice and mailed her copies.
    We do appreciate the customer servicing with us and she
  stated that she passed a dealership to come to us which we found unusual for something
  so simple as a battery that was being replaced because she had gone to an aftermarket
  facility and they installed the “incorrect battery”.
   I as the manager never refused to give Ms.
  ******* documentation as she never requested that from me. She may have had
  that conversation with the service advisor but then insisted speaking with me. After
  the conversation I had with her I gave her the keys back and reiterates that I
  would call her as promised and that no additional appointment was needed that I
  would get her in at her convenience.
   The dealership is very sorry about the
  instance and we attempt to do our best to prevent situations such as these from
  occurring but with the current supply chain and employee staffing with the
  industry it poses challenges that are sometimes difficult to overcome. We are
  very sorry for this happening but we are not in a position to compensate the customer
  at this time when they did not return and have no plan to.

  Business Response

  Date: 11/09/2023

  Good afternoon

  We sincerely apologize for any inconvenience caused by not having the battery in stock at the time of your appointment at Volvo Cars Annapolis. 
  
  However, we would like to clarify that we will not be taking responsibility for any other vehicle issues beyond this specific matter. We acknowledge the mistake, but any other concern you have having with the vehicle is a separate issue. 
  
  We wish you the best going forward.

   

   

  Business Response

  Date: 11/17/2023

  Better Business Bureau:  Ms. ******* should contact our VP directly - Patrick ****** - ###-###-####.

  Thank you.