Volvo XC90 T6 AWD 2003 - For a year, my experience with Volvo XC 90 has been a total nightmare one after another

Volvo XC90 T6 AWD 2003 - For a year, my experience with Volvo XC 90 has been a total nightmare one after another

volvo XC90 - Momemtum Dealership, Houston, TX

I have written, sent and contacted as many peple I know how. I can't seem to get any where. I did not want to pursue the process of lawsuit, but Volvo and Momentum does not give me any choice. My main concern was the repair of the speaker but now that I have read others of having the same problems that I did not even bother metioning in the complaint letter makes me a lot more confident in my judgement. The way the dealership and the Volvo reps made me feel that I was merely a complainer. I felt as though they were not going to fix my car right everytime I took the car in for service; therefore, I tried to keep my cool but owning this Volvo XC 90 has given me an ulcer......

-------------------------------------------------------------------------------- May 12, 2004 Jackie RE: Volvo XC90 T6 AWD 2003 VIN: Purchase Date: March 2003 To Whom It May Concern: For a year, my experience with Volvo XC 90 has been a total nightmare one after another. During my ownership, I have been continuously disappointed in the quality and the workmanship of the 2003 Volvo XC 90. Particularly, my expectation and standards of Volvo Corporation has displaced a bitter taste when various areas of the interior became unglued and literally fell off (door handle, speakers, door buttons, door panel and etc.). Enclose with this letter, I have listed service dates and repeated repairs of highly rated Volvo XC 90. Also attached are the researched articles and safety ratings of the vehicle with its utmost reliability. Blinded by such published articles, I have purchased a Volvo’s top of the model XC90 T6 AWD, in March of 2003. Since the inception of my vehicle I have had regular visits to the Volvo dealership for what it considered to be minor warrantee repairs. However, minor repairs became repeated routine in a brand new top of the line vehicle. Minor repairs became major, when my entire door panel separated from the door, and a speaker above the door fell off every time I shut the door. The frustration that I had to endure during this process became very difficult and upsetting, after paying $45,000 plus for the top of the line Volvo. Additionally, in my recent visits, I could not resolve an issue with the Volvo Cars of North America pertaining to a speaker panel that fell out of the seam on the door panel (Exhibit A). I have written and called the company on numerous occasions and have gotten no where (Exhibit C). Furthermore, Volvo again refused and sent a statement that this was not covered under warrantee “fact that the issue was caused by outside influence” according to Mr. Chris Horgan, Customer Service, Volvo North America (Exhibit C). In fact, he had clearly left a phone message as well stating that the rear passenger side speaker panel was forced out rather than fell out, again not admitting that Volvo made a defective part. I am appalled by the accusation of Volvo on such statement that the damage was caused by “outside influence”. When I discovered that the speaker panel came out of the seam of the door panel, I immediately called the Momentum Volvo with disgust. My car was in the shop two days earlier to repair the door buttons that came unglued on all four doors (Exhibit D picture/ service record dated 3/15/04). Appalled and again frustrated, I left a message with my service advisor, Debbie Martin to schedule to return my vehicle for another repair following Monday or Tuesday. In the meantime, I continued to utilize my vehicle knowing without a doubt that it was covered under warrantee (refer to picture on Exhibit A).

Hence, when I took the vehicle in to the dealership, the service advisor noted that the slight bent was in the panel. I replied that it had occurred over the weekend when the door was opened and shut with a cover hanging off from the door. It was obvious and clear to see the seams had came out of the door and yet Volvo refuse to admit that it was defective even after numerous fallout of another speaker on the driver’s side (Exhibit D/service record pages 1,2,3,4). According to the Momentum Volvo dealership, the only way to repair the speaker cover is to replace the entire door panel. Perhaps this may be the reason why Volvo refuses to repair, although this isn’t the first time that something has fallen off: i.e. inside door handle, drivers side speaker, entire door panel, etc.. Needless to say, what could have been a classic experience left nothing but bitterness and mistrust. Of all the headaches I have incurred from owning the Volvo XC 90, I would never recommend Volvo to anyone, especially the way in which Volvo North America handles customer satisfaction and its warrantee. Thus, I am writing this letter to obtain support to resolve this issue amicably. Having had countless warrantee issues and repairs, during my ownership of Volvo XC 90, I feel Volvo has produced a defective automobile. In April 2004, they issued a recall for “campaign 135” which pertains to the interior trimming of the vehicle. This alone proves the validity of current frustration of defective and poor assembly of my vehicle (please refer to the attached service lists (Exhibit B)). Past 10 years, My husband and I have owned Porsche 911 Cabriolet, BMW 325, Porsche Boxter S, GMC Suburban Trail Master and now a Volvo XC90. An expectation and an experience of owning a luxury line vehicle is not an unfamiliar territory. My integrity of respecting one’s property is unquestionable, without a doubt. To force a speaker cover out of the door panel intentionally nor unintentionally is not what I consider to be a fun task. I have had enough headaches going in and out of the service department; spending at least 2 to 3 days per month and sometimes weeks at time, in a loaner vehicle is not something I had planned when I purchased Volvo’s top of the line SUV. Therefore, I ask for a support resolving this matter amicably and efficiently. Thank you in advance for your immediate attention to this matter. I look forward to hearing from you. Sincerely, Jacqueline Kim Enclosed: EXHIBIT A Picture of the Speaker panel EXHIBIT B Service List EXHIBIT C Letter of response from Volvo EXHIBIT D Service Record/ Pictures -Copy of a “Recall Campaign 135” letter from Volvo North America and list of recall service on my vehicle. -Consumer Report Article from 2003 & 2004 explanation for changes in consumer rating VIA CERTIFIED MAIL Cc: - Volvo North America/Customer Relations/ Eunice Stern - Momentum BMW, Houston, Texas, General Manager - Better Business Bureau, Houston, TX - Channel 11, News (Defenders) - American Bar Association / Standing Committee on Dispute Resolution - US Consumer Product Safety Consumer - National Highway Traffic Safety Administration/ Department of Transportation - American Automotive Association - CSPI - Council for Better Business Bureau - National Association of Attorney General - Jake Fisher/ Consumer Reports.Org - Mr. Richard Tomlin, Attorney General, Consumer Protection Division, Houston, Texas Enclosed: EXHIBIT A Picture of the Speaker panel EXHIBIT B Service List EXHIBIT C Letter of response from Volvo EXHIBIT D Service Record/ Pictures -Copy of a “Recall Campaign 135” letter from Volvo North America and list of recall service on my vehicle. -Consumer Report Article from 2003 & 2004 explanation for changes in consumer rating EXHIBIT B INTERIOR ISSUES: 1. Driver door panel has literally separated from the door and had to take back to the dealership for repair at least 4 different occasions. (repaired) 2. Driving handle stiches were separating the leather from the handle. (replaced) 3. The speaker fell off from the door panel 3 to 4 times owning the vehicle. (repaired) 4. The door lock rings from the lock mechanism all unglued. (repaired) 5. Passenger side door handle fell off and unglued from the actual door. (repaired) 6. Speaker panel fell out of the seam of the door . (Volvo refused to repair) The speaker panel on the door fell out of the seam on Thursday afternoon, 2 days after bringing the car back from the dealership having to have the speaker replaced since it fell off of the door 4th time even after the continual repair and the door lock rings repaired. All four lock rings were unglued and came off the door panel. (SERVICE RECORD ATTACHED) SAFETY ISSUES: 1. Tire blow out on the highway, after 2 months of driving. 2. Turbo booster failed after driving the car approx. 3 months. (spent more than 1 month in the dealership due to no replacement part. The dealership had told me to drive the car without the turbo booster and it was OK. I refused and demanded a loaner. I was not about to risk the safety of my 3 children driving on the highway without having the speed beyond 50 miles. MECHANICAL ISSUES: 1. Side view mirrors did not work and had it repaired. 2. Speakers had static at certain volume.

Jacqueline K

Click this link to e-mail the consumer that posted the above message: //