Car Repair Problem - Opinion/Advice

[asta]

I am having a problem with a car repair and wonder if I am just being unreasonalble. I know that you guys will let me know if that is the case. We took my Volvo XC90 (the Volvo version of an SUV) in for a repair one week ago because it was leaking oil. We took it to the local Volvo dealer and they told us that a seal needed to be replaced and that it would be done by the next day. One week later after checking on the car's status every day they finally admit that they broke a tab(?) on the transmission while replacing the seal and that a part had to be ordered to fix it. They have offered us a loaner but instead of another Volvo or an SUV they have offered a much smaller Subaru sedan. My problem is that we are traveling a long distance to see family for Christmas and we really need the size of our SUV. The Volvo has a third row that will let it seat seven. We also need the size to carry gifts and food that we are taking with us.

My opinion is that the dealer should be providing us with another SUV for our trip instead of the Subaru. Does anyone know if my auto insurance will get involved in securing something for us to drive? I think that they would if the car had been damaged in an accident. On the other hand, I start thinking that this is the Christmas season and I shouldn't cause problems. What would you do?

 

[WDWisTheBest]

I am having a problem with a car repair and wonder if I am just being unreasonable. I know that you guys will let me know if that is the case. We took my Volvo XC90 (the Volvo version of an SUV) in for a repair one week ago because it was leaking oil. We took it to the local Volvo dealer and they told us that a seal needed to be replaced and that it would be done by the next day. One week later after checking on the car's status every day they finally admit that they broke a tab(?) on the transmission while replacing the seal and that a part had to be ordered to fix it. They have offered us a loaner but instead of another Volvo or an SUV they have offered a much smaller Subaru sedan. My problem is that we are traveling a long distance to see family for Christmas and we really need the size of our SUV. The Volvo has a third row that will let it seat seven. We also need the size to carry gifts and food that we are taking with us.

My opinion is that the dealer should be providing us with another SUV for our trip instead of the Subaru. Does anyone know if my auto insurance will get involved in securing something for us to drive? I think that they would if the car had been damaged in an accident. On the other hand, I start thinking that this is the Christmas season and I shouldn't cause problems. What would you do?

You are not being unreasonable to ask for something more than the Subaru sedan. I would continue asking why the part could not arrive by overnight shipment. They made the problem grow bigger.

 

[java]

Do you need to seat 7? If so then argue for a car that seats 7. Just wanting more space- I'd probably let it slide. But I would be annoyed.

 

[DisneyBamaFan]

Dealer warranties generally do not offer any guarantee of the type of vehicle offered during service. If the car is nice enough to make the trip, they have met their obligation. If you need something bigger, it is pretty much up to you. Timing stinks, but it's not like they were trying to break your car or they are not trying to make amends.

 

[bicker]

It never hurts to ask. What you're entitled to is what the service center explicitly promised.

I know that my dealer's loaner program explicitly guarantees me a loaner that is the same make as my car, but not any specific model, so not much advantage to be had there. Beyond that, they make no promises regarding loaners if you hadn't purchased the vehicle from them.

 

[kwelch10377]

Have you asked them about providing a larger car/SUV? I don't think it would hurt to ask and explain the situation. From a customer service perspective they should do their best to accomadate your request since it is their fault for the additional delay in getting your SUV back, however they don't have too.

I don't believe your insurance would get involved. If you had been in a car accident that would be another story.

 

[KAMLEM]

Dealer warranties generally do not offer any guarantee of the type of vehicle offered during service.

I think this is a little different, though. The dealer damaged the car so I think they should provide a comparable loaner vehicle.

 

[asta]

Thanks for the advice. I haven't tried to bargain with them yet for another car but I will get my husband to try later today or tomorrow ( I think that they my husband is better at bargaining). I do still have two days but it is so close and with the holidays that I think we need to do something now. I don't even know if they are going to be thrilled with us driving the Subaru across three or four states.

The trunk probably won't hold all of our luggage and the gifts we are taking. And that still leaves the food that I am supposed to take for our first stop. I can just see it now - someone(s) will have to hold two casseroles and dessert for our first stop. Who wants to hold a broccolli casserole in their lap for three hours? I know that I will get that one.

 

[DisneyBamaFan]

I think this is a little different, though. The dealer damaged the car so I think they should provide a comparable loaner vehicle.

Had this happen to me when I was in the Army. They actually WRECKED my car in their garage parking lot and had to give me a loaner while they fixed it (again). The car was being brought around to me when they wrecked it.

I got a piece of junk car that I had serious concerns about (was driving 7 hours each way for a long weekend trip). In the end, they showed me the warranty. They were right, and I drove the piece of junk. I lived. I wasn't comfortable, but it got me where I needed to go.

 

[MickeySP]

I would be insisting on a comparable vehicle due to the fact the extra time & inconvenience was due to their negligence. They caused the situation they need to rectify it.
I would also advise if not satisfied I would be contacting Volvo Corporate and lodging a formal complaint. Oh and then there is always your local consumer reporter - noone wants bad publicity.

 

[asta]

Quick update - My husband talked with the dealer late today. He said that they think the part will be in tomorrow and they will be able to fix it in time. We will see. I can't help but worry.

 

[bicker]

I think this is a little different, though. The dealer damaged the car so I think they should provide a comparable loaner vehicle.

Not necessarily. That would be nice, but it isn't necessary. Accidents happen, and accidents don't encumber the person who caused them with absolute servitude to the wronged party - the requirement is generally for mitigating compensation, and a loaner of the service center's choosing is well within the parameters of that.

 

[KAMLEM]

Accidents happen, and accidents don't encumber the person who caused them with absolute servitude to the wronged party - the requirement is generally for mitigating compensation, and a loaner of the service center's choosing is well within the parameters of that.

I don't think that getting a comparable car to the one they damaged would be considered "absolute servitude". I would consider it the right thing to do.

 

[NCRedding]

Asta: What year model is your XC90? I ask because mine did the same thing, except it then leaked on the timing belt which I had to replace at 60000 miles because of the oil leak.

 

[bicker]

I don't think that getting a comparable car to the one they damaged would be considered "absolute servitude". I would consider it the right thing to do.

We'll just have to agree to disagree about that: Providing a loaner is more than many service centers would do, so just doing that - providing the loaner that they have available - is "the right thing to do". While it would be nice to always get one's way as a consumer the reality is that it's a balanced marketplace, where each side gets some of what it would wish for, but not all. Fostering expectations that what someone personally wants is therefore "the right thing to do" is a sure-fire recipe for fostering disappointment and disaffection, which serves no one well.

 

[asta]

Asta: What year model is your XC90? I ask because mine did the same thing, except it then leaked on the timing belt which I had to replace at 60000 miles because of the oil leak.

My XC90 is a 2004. I'm not sure about the miles but I am pretty sure that it is quite a bit more than 60000. We have used it for several long trips. I really do love this car. It has a lot of room for storage and passengers without the size of some of those huge SUVs. We have had very few problems with the XC90. This is really the first repair that I can recall but we do take it back to the dealer for all of the scheduled maintenance. We are actually thinking that the car might be getting too old for those long trips but can't decide to get another or maybe the smaller Volvo SUV XC60.

The only prior problem that we have had with this car is that it apparently is a magnet for male teen-aged drivers to run into. It has been run into three times by young drivers while I was sitting still - two of them backed into it hard enough to do fairly major body damage. The other young driver hit me from behind while talking on his phone. There was so much damage from this that I think the back half of the body had to be replaced (and the car was only 1-2 months old). None of this was Volvo's fault except maybe the car is invisible at times.

 

[undertheradar]

Do you own other cars that could make the trip? While the timing is bad, the dealer is providing you with a vehicle. You should mention the 3 or 4 state trip, as not all loaners are insured for long trips.

 

[asta]

Do you own other cars that could make the trip? While the timing is bad, the dealer is providing you with a vehicle. You should mention the 3 or 4 state trip, as not all loaners are insured for long trips.

Our other car is much too old to take on such a long trip, we keep it for driving just around town where someone can help out if it breaks down. We have let the dealer know that we need our car for the trip. We do need to spell out that we plan to take the loaner if they can't fix the problem they caused.

 

[sparklynails23]

Stand on the sales floor and complain loudly to the dealer until you get the loaner you need. Do it at a busy time. It will work.

 

[jen0610]

Several years ago, when the dealer had to do a warranty transmission replacement, the gave us a loaner to drive. Our car was the Barretta Z and they gave us the Monte Carlo Z to drive - a step up.

Weither you need the space or just want the space, they need to give you a replacement that is compariable to what you own. Since they are the one's causing the extra repairs, they should be tripping all over themselves to make you happy.