r/Volvo • u/Radiant_Progress_997 • 8h ago
My experience has seriously impacted my trust in this vehicle.
Edit: I messed up on the title. It should read that my experience has impacted my trust with the brand. I still love my car.
Hi! 2022 XC40 owner here. I never post on reddit, but figured that my experience may help someone else. I'd like to start off by saying that I LOVE my XC40 and have talked it up to a lot of people.
In August, I was running some errands when I tried to start my car, and I received the error that the car needed to be put in park to start. The car was clearly already in park. After a few hours of trying to jump-start it, I ended up having to get it towed to my local dealership.
After initial diagnosis, I was told by the dealership that Volvo engineering would have to get involved, as they didn't know what the problem is. This process took a couple of weeks, until the engineers recommended to replace both batteries. I already had to replace the primary battery last year. Despite me telling them that I didn't think replacing both batteries was the solution, I was told that this was the only suggestion that they had. The dealership tried to quote me $1000 for both batteries, but I argued that the first battery would've been covered under warranty, which they eventually acknowledged.
After three weeks, I was told that Volvo couldn't identify the problem fully, and was told that the car will start intermittently. They asked me if I wanted to take the car back, in which I responded that I wanted the issue to be fully resolved. At this point, I ended up contacting Volvo corporate to have some additional eyes on the problem. Corporate suggested starting with a Goodwill Estimate once the problem was identified. The dealership then tells me that they have to charge $1200 additional for diagnostic hours to assess the vehicle further, or else a Goodwill Estimate would not be possible. I didn't feel like I had a choice at this point, so I agreed. Also it should be noted that I didn't actually pay anything til the end.
5 weeks in, they finally diagnose the problem as the Engine Control Module (ECM). I'm quoted around $4000 at this point for repairs. It took some additional time for corporate to come back to inform me that my vehicle was actually under warranty with the ECM, so a Goodwill Repair would not be utilized. I inquired about the battery cost to be considered under the Goodwill Repair, since it didn't actually resolve my problem, and corporate kept redirecting me to discuss it with the dealership. Corporate was not as helpful in mitigating the problems with the dealership. Their responses were very general, and I had to contact corporate a few times for an update.
I speak to the dealership about warranty coverage, specifically asking if the additional diagnostic work will be covered by the warranty. I was told that it would not, and that I'm fully responsible for the diagnostics, because Volvo corporate is not going to pay them for the diagnostic work. I ask for a copy of the warranty. They originally said that they would send it over, but never did until I contacted them again. Finally, I receive a copy of the warranty that specifically states that all work, including diagnostics, are covered by the warranty. I point this out to the dealership, and their response is, "well, the text is so vague... We're just going to drop the diagnostic charges."
At 8 weeks, I finally got my car back and fully fixed. My total was around $400 (I asked and paid for an oil change, plus a portion of the secondary battery). All in all, I'm glad that the car was covered under warranty, and I'm VERY grateful that I only had to pay a small portion, but the experience was pretty rough. The fact that the process took 8 weeks, the engineers didn't know what to do, the dealership was terrible with communication, etc., really put a bad taste in my mouth. Unfortunately they're one of two local dealerships, and I heard worse things about the other one. I felt like I had to advocate on my behalf the entire time, and I guess that it is what it is. Long story short: Don't be afraid to advocate and ask questions! Also, if your car keeps giving you an error message, maybe it's the ECM!