Suburban Volvo

Reviews 3

MA

Marc S

I loved my XC90. It was nearly paid off, and only had 116k miles. I was excited to have no car payment and a comfortable car for years to come. That is, until I decided to have it serviced when I noticed the transmission slip in 1st gear. My father was a master certified technician and taught automotive at some colleges in the area, so I am no stranger nor an idiot when it comes to maintenance and issues. I did not research enough to realize how bad the T6s were, which is on me to deal with now. Anyways, the warranty had 2 months until expiring, so I brought it to Suburban Volvo in Troy, MI, for servicing. They were not able to replicate the slipping, but found that the axle shaft was leaking and stated that the fluid was low. I checked the fluid when I felt it slip, at the first service-station I came to, because I wanted to check to ensure it hadnt gotten low. It was right in the operating range at temp. The dealer decided to replace the axle ring and also upgrade the software. They performed other maintenance as well, including the replacement of the DIMM. All totaling $4197.46. They called me during this period, and stated that when the mechanic was putting the axle back into the trans, he noticed "excessive shaft play" and it was then that they finally agreed that the transmission was bad. They called to add a transmission replacement to the warranty claim. However, as they already totaled 4197, my warranty has a max claim of 3103. I was already over $1k out of pocket, and now they were adding $4-7k on top of that. I called the warranty company to find out why they wouldnt cover it, and simply put, because the dealer had included it in the same claim as the other work, they would never pay a cent towards the transmission replacement. The dealer wouldnt do anything either. I was stuck. I simply couldnt fathom paying for that, when the warranty should have covered it, and because the dealer misdiagnosed and then decided to throw a trans replacement on the same claim as the other parts, regardless of my max claim, I would be out thousands and thousands. I called Volvo USA because of the lawsuit, hoping that they would show some good will, but of course, they wouldnt help or have the dealer replace the trans, because the car wasnt bought at a Volvo dealer. A couple weeks passed and no one budged, so I was forced to trade the car in, still owing a few thousand, on a cheaper car, as I have to have a vehicle that is reliable. I miss the damn thing, but the dealership and the warranty company just put me in a tough situation. Also I had forgot to mention, within the paperwork for the $4k service, they recommend a transmission replacement. This is on the same paperwork that stated that they were unable to replicate the slipping transmission. Weird. **Update: I spoke to Steve who was very professional, courteous, and understanding. I am editing my review as I understand that the dealer is not at fault that the warranty would not cover the transmission. I was put between a rock and a hard place, and ended up losing out.

JO

Jonathan Kucharski

I purchased a new to me 2002 Monte Carlo SS Limited Edition that Suburban Volvo received on a trade in. I had been looking for 6-8 months for the right car with all the bells and whistles I wanted and finally found it. I called them up, made an appointment for a test drive and went after work. My salesman was Mark Naeyaert. After a quick discussion and inspection, I was ready for a test drive. Mark wasted no time in grabbing the keys and a plate, I was then on my way. After the normal test drive I took solo, I returned to the dealer to talk numbers. Being a Sales Manager myself, I was prepared for all the games and gimmicks to be thrown at me. I experienced none of this. Mark was straight forward, hit me with an out the door price and waited for my reaction. I told Mark that I had a strict budget. Mark said he understood my position and he wasnt going to waste my time, he could either make it happen or he couldn’t. Mark came back and said we could get it done. I was completely shocked! I did not expect them to take my offer and I did not expect to be able to drive away with my vehicle that day. The entire process took less than two hours. I told Mark that I was paying cash, I was not interested in any financing or extended warranties either, however there was a 4 month 4,000 mile warranty given. This was a very pleasant surprise. To my amazement, I was not pushed into anything extra. This was by far, the easiest, most painless car buying experience I ever had. I was very pleased to say the least. It is what happened afterward that really made this a great experience. I told Mark that I now have two vehicles and I need to figure out how to get them both home. I live about 30 miles away but work right around the corner from the dealership. It just so happened that Mark lived close to where I live. After gassing up my new car, he suggested I leave my truck at the dealer and take the car home. He said that if I could get a ride to a specified location the next morning that was close to both of us, he would gladly give me a ride back to the dealership the next morning to get my truck. We agreed on a time and location early the next morning and sure enough, Mark drove me back to Suburban Volvo to get my truck and head into work. Again, this is something that he had done out of the kindness of his own heart. This speaks volumes in my mind about customer service. I also had dealings with Michael Path, the Sales Manager regarding a separate issue and found him extremely understanding and cooperative to get my issue resolved. Both Mark and Mike are true professionals and would certainly do business with them again.

CH

Chris

HORRIBLE purchasing experience from this dealer. Looks elsewhere if your looking for a Volvo and avoid this dealer like the plague if buying a used vehicle. I will never go to a Suburban dealer ever again and will make sure everyone I know is aware of my experience. List of issues: 1. vehicle was not detailed and ready when my family and I arrive to pick up car. (dealer was fully aware of us coming and promised it would be detailed when we arrive the next morning.) 2. lower door molding was damaged and photo documentation was taken the day that my wife arrive at home with the car after purchasing. Used car manager was condescending and rude. Immediately blamed my wife for causing damage. Contacted the GM and still no help. Still claimed we caused the damage. My estimated cost to repair is over $1000 3. Dealer claims to have done a "CPO Inspection". Either the dealer techs are morons or they did not do an inspection at all. - Vehicle was test drove at their suggested loop around the dealer lot. Vehicle didnt exceed 40mph. - on my wifes drive home after picking up she called me and asked why the vehicle was so noisy. When she arrived at home I took it to the highway and checked it. The vehicle above 50mph sounds like an airplane. 70+mph is unbearable to drive. - Dealer offered to replace 1 tire due to pieces of tread missing from the LF but no offer to replace the tire causing the noise (RF). Vehicle is AWD and 1 tire cannot be replaced. - I had tires inspected by a Discount Tire and they stated the RF has a flat spot and severe cupping. So now its on my dime to replace the tires. quoted $1100 for 4 new tires matching to whats on the car. 4. After complaining of the horrid noise above 50mph dealer suggested having the wheelbearings checked. This is the most alarming issue. WHY am I the consumer who just purchased a "CPO inspected" vehicle taking it to a dealer to have the wheel bearings inspected. Not only is this insane but a potential safety issue. My family has been very loyal to the "Suburban Collection". Just last year alone my parents purchased a $65k x5 and a $90k M4 from Suburbans BMW dealer. Suburban can count on me making it my mission to make sure I tell everyone I know about my experience. All they had to do was take care of a customer on clear faults on their end. They lost Suburban Collection more sales than taking care of these problems would have cost this dealer.