You'll get a good idea of my issue by reading this email I sent to the repair shop. I just want to get a feel from the Volvo community on this. I could be in the wrong here and if so, then I'll work with it...but I just don't have an easy feeling on this:
I trust this email will get to the right person if you are not it.
I have been bringing my 1998 Volvo to you for the past 20k miles due in large part to reputation along with initial experience. Additionally, I've brought my 2001 V70 XC in for your care as well and made other customer recommendations.
I've got to admit however; that I'm really on the unhappy side. Maybe its just the nature of the car...but nonetheless, I feel I must bring this to someone's attention.
For the past several thousand miles, I've been having blower related issues with my 1998 S70 GLT. I brought the car in 4/3/09. My complaint at this time was that the blower would not operate when the interior of the car was warm. This held true throughout the winter as well...so it was not an a/c related complaint. The car had 153713 miles at this time. During this service, the A/C Pressure switch was replaced.
My mother immediately borrowed the car after this service. When I got the car back from her, she informed me that the a/c would work sporadically, suggesting to me that it was a very similar issue to when I took the car in for service in April.
I returned the car to you on 7/9/09, with a mileage of 157119. This time the blower motor was found to be bad along with low freon. I must add here that the blower motor didn't appear to be bad as when it came on, it worked very well and the a/c never lacked in the blowing of cold air.
Again, after picking up the car, a close friend borrowed the car as I was out of town for two weeks. He informed me while I was away that two days after using the car, the blower stopped working. When I returned and picked up the car, I noted the blower would work while the car was not moving, but would stop working once the car was driven. I returned the car to you today (8/3/09) with a mileage of 157910. I was originally told that it appeared to be a resistor that was bad. When I picked up the car, I was told that the head unit was bad. This resulted in a charge that was much higher than I had anticipated.
What I feel here is that all three services were related to the operation of the blower. As you can surely understand from an owner's perspective, it almost appears as if items were getting replace on an ad hoc level at a significant cost to me. There is not a lot of mileage lapse between the initial complaint and the current...in fact, had my mother informed me before about the blower operating sporadically, the car would have been to you sooner.
To toss more fuel to the fire, I had asked to have the abs module replaced on the car. Knowing that a rebuild for these runs at $100, while I do understand the need for a business to make a profit, I was shocked that there was no warning of the actual cost of the module itself. This one I can certainly take the brunt of the blame for not confirming up front...however, I do recall having a conversation about the rebuild cost of these units.
The icing on the cake here is that on my way home from a meeting today, the check engine light came on yet again. A scan of the ecu today indicated the abs module per the repair order. .
As I'm sure you can appreciate, three visits within 5000 miles for a similar issue resulting in $1996.55 is a bit unsettling. Understanding a small portion of this is related to oil changes, the rest is related to either the actual complaint or items recommended by your techs while working on the original blower complaint.
I have no problem putting money into my cars however; I want to be sure the money I'm spending is going in the right direction and I just don't feel it was the case over the past few months.
Thank you for your time.
I did get a return from the shop. Please read this and tell me if this explanation makes sense (I've removed all names that would identify the shop...I'm just looking for your thoughts and opinions on this):
Hello Matt and I am truly sorry I did not return your email yesterday my father Mr. Shop Owner needed to discuss the matter at hand. After talking yesterday with the technician and the owner I came up with some thoughts that might help us both from a business standpoint.
We truly as a company feel sorry that you feel this way about our business. This shop tries to please over 3000 Volvo customers, which is a very difficult task and I still want to find a solution to keep you a satisfied customer.
Timeline of service:
April 3, 2009- A.C. compressor not turning on, cost $185.33
April 10, 2009- 3400 Miles later you spent $334.92 on service repair
Now, because the blower motor would work on high intermittently, most of the time the resistor is the cause. But in your case after checking amps at the blower motor we found the internal brushes in the motor were worn out. The blower motor resistor controls voltage going to the motor at different speeds. Also at this time remember that a blower motor, A.C. compressor, Aux fans, are on two relays that are both in the system. So now if any of these relays wear out and short using alot of amperage, definitely in fact take out a control head unit. Now understand a blower motor sometimes will test ok in different circumstances, but now when a circumstance that is dealing with amp shortage or bushings that are internally worn out come together, the blower will not work. Also if you would tap the motor or drive down a road with bumps the motor may come on. Reason being is that the bushings are moving across the armature that has a bad stop. So at this time you needed a blower motor.
Our Shop Owner has seen and experienced alot of Volvo's that are 850 and S70's that after blower motor replacement or blower resistor replacement, and even the A.C. compressor that later down the road that the control head unit goes bad. The reason is that whatever shorted and took to much amperage.
Voltage will not hurt anything, most all cases it's the amps. (Amps have a negative affect and are bad for any electronic part). Remember a control head is the weakest part in the system and as long as no component goes to ground and creates more amp trying to make it work there will be no problem. But this does not happen very often at all with these particular models. Now if a component goes to an open circuit, no damage created. This is good because there is no amperage draw to the control head.
Mr. Spurlock we have been operating low service cost business for many years, with saving customers money our main objective. All of my technicians know that is how Mr. Shop Owner wants to operate. Not one of my technicians will replace a part that is not bad or they will know longer be a part of our company. Now if a technician installs a part and it fixes the problem or complaint from the customer no other parts are installed on the vehicle.
Now still keeping in mind that with a vehicle with 160000 miles that has had the Freon topped off multiple times that it may have an A.C. compressor that is leaking Freon through the front seal going down the road. If no oil dye is located on the A.C. clutch and the volts and amps are ok, does not mean that it is not going out.
Mr. Spurlock if this does not explain the reason for the series of parts being replaced in the order they were, feel free to come in and myself and the owner can sit down and discuss your concerns. All I am trying to do as an employee is to keep you happy and coming back to visit us. It is very difficult to keep everyone happy and you should know that as well.
Now in regards to your A.B.S. control unit issue or problem. First of all the reason the cost was more than you expected is because we only use ATE ABS modules, which are supplied by our parts supplier World Pac. It is very hard to find companies to stand behind there product. We have experience a lot of problems with ABS units and only use one manufacturer. You might have misunderstood us when referring to cost for one of these units. As a business I do not even get these units remanufactured or used for $100.00. This is a core charge we have to pay. If you want I can send you a list of prices that are suggested list prices that everyone in the automotive industry goes by, except the dealer which is 20% to 40% higher.
Hopefully this letter will help you fully understand the process we as a company took and the numerous variables that are involved with the air conditioning systems in these particular vehicles. I am not saying you are wrong by any means, I am just fully explaining the procedures the technicians have to go through. Lastly my job is to find a way for myself and the customer to come to an agreement keeping both parties happy and it is not always the easiest job. So what I would like you to do is follow up with me on your views and concerns pertaining to this letter. I would love to keep servicing your vehicles and truly do care about this matter. Please contact me here at the shop or by phone if you have any questions.
Sincerely,
I did send a response email to clarify topics above:
What this doesn't address is that on April 3, I complained of the blower not coming on. This was attributed to the A/C pressure switch. As noted in my previous email, the problem was with the blower not coming on when the interior of the car was hot. This was the case throughout the winter season.
That was Blower issue #1.
On July 9, I returned for a blower problem (never for the a/c compressor not kicking on...it always had cold air). This was attributed to the blower motor.
On Aug 3, I returned for a blower problem that was then attributed to the head unit.
Additionally, the service on Aug 3 indicated the check engine light threw a code related to the ABS. The ABS module was replaced. On my way home...the check engine light came on again.
Three services in under 5000 miles related to the blower not coming on.
If amperage blew out the original head unit after the blower was replaced, then what was causing the increased amperage and what guarantee do I have that this won't happen to this head unit?
I trust this email will get to the right person if you are not it.
I have been bringing my 1998 Volvo to you for the past 20k miles due in large part to reputation along with initial experience. Additionally, I've brought my 2001 V70 XC in for your care as well and made other customer recommendations.
I've got to admit however; that I'm really on the unhappy side. Maybe its just the nature of the car...but nonetheless, I feel I must bring this to someone's attention.
For the past several thousand miles, I've been having blower related issues with my 1998 S70 GLT. I brought the car in 4/3/09. My complaint at this time was that the blower would not operate when the interior of the car was warm. This held true throughout the winter as well...so it was not an a/c related complaint. The car had 153713 miles at this time. During this service, the A/C Pressure switch was replaced.
My mother immediately borrowed the car after this service. When I got the car back from her, she informed me that the a/c would work sporadically, suggesting to me that it was a very similar issue to when I took the car in for service in April.
I returned the car to you on 7/9/09, with a mileage of 157119. This time the blower motor was found to be bad along with low freon. I must add here that the blower motor didn't appear to be bad as when it came on, it worked very well and the a/c never lacked in the blowing of cold air.
Again, after picking up the car, a close friend borrowed the car as I was out of town for two weeks. He informed me while I was away that two days after using the car, the blower stopped working. When I returned and picked up the car, I noted the blower would work while the car was not moving, but would stop working once the car was driven. I returned the car to you today (8/3/09) with a mileage of 157910. I was originally told that it appeared to be a resistor that was bad. When I picked up the car, I was told that the head unit was bad. This resulted in a charge that was much higher than I had anticipated.
What I feel here is that all three services were related to the operation of the blower. As you can surely understand from an owner's perspective, it almost appears as if items were getting replace on an ad hoc level at a significant cost to me. There is not a lot of mileage lapse between the initial complaint and the current...in fact, had my mother informed me before about the blower operating sporadically, the car would have been to you sooner.
To toss more fuel to the fire, I had asked to have the abs module replaced on the car. Knowing that a rebuild for these runs at $100, while I do understand the need for a business to make a profit, I was shocked that there was no warning of the actual cost of the module itself. This one I can certainly take the brunt of the blame for not confirming up front...however, I do recall having a conversation about the rebuild cost of these units.
The icing on the cake here is that on my way home from a meeting today, the check engine light came on yet again. A scan of the ecu today indicated the abs module per the repair order. .
As I'm sure you can appreciate, three visits within 5000 miles for a similar issue resulting in $1996.55 is a bit unsettling. Understanding a small portion of this is related to oil changes, the rest is related to either the actual complaint or items recommended by your techs while working on the original blower complaint.
I have no problem putting money into my cars however; I want to be sure the money I'm spending is going in the right direction and I just don't feel it was the case over the past few months.
Thank you for your time.
I did get a return from the shop. Please read this and tell me if this explanation makes sense (I've removed all names that would identify the shop...I'm just looking for your thoughts and opinions on this):
Hello Matt and I am truly sorry I did not return your email yesterday my father Mr. Shop Owner needed to discuss the matter at hand. After talking yesterday with the technician and the owner I came up with some thoughts that might help us both from a business standpoint.
We truly as a company feel sorry that you feel this way about our business. This shop tries to please over 3000 Volvo customers, which is a very difficult task and I still want to find a solution to keep you a satisfied customer.
Timeline of service:
April 3, 2009- A.C. compressor not turning on, cost $185.33
April 10, 2009- 3400 Miles later you spent $334.92 on service repair
Now, because the blower motor would work on high intermittently, most of the time the resistor is the cause. But in your case after checking amps at the blower motor we found the internal brushes in the motor were worn out. The blower motor resistor controls voltage going to the motor at different speeds. Also at this time remember that a blower motor, A.C. compressor, Aux fans, are on two relays that are both in the system. So now if any of these relays wear out and short using alot of amperage, definitely in fact take out a control head unit. Now understand a blower motor sometimes will test ok in different circumstances, but now when a circumstance that is dealing with amp shortage or bushings that are internally worn out come together, the blower will not work. Also if you would tap the motor or drive down a road with bumps the motor may come on. Reason being is that the bushings are moving across the armature that has a bad stop. So at this time you needed a blower motor.
Our Shop Owner has seen and experienced alot of Volvo's that are 850 and S70's that after blower motor replacement or blower resistor replacement, and even the A.C. compressor that later down the road that the control head unit goes bad. The reason is that whatever shorted and took to much amperage.
Voltage will not hurt anything, most all cases it's the amps. (Amps have a negative affect and are bad for any electronic part). Remember a control head is the weakest part in the system and as long as no component goes to ground and creates more amp trying to make it work there will be no problem. But this does not happen very often at all with these particular models. Now if a component goes to an open circuit, no damage created. This is good because there is no amperage draw to the control head.
Mr. Spurlock we have been operating low service cost business for many years, with saving customers money our main objective. All of my technicians know that is how Mr. Shop Owner wants to operate. Not one of my technicians will replace a part that is not bad or they will know longer be a part of our company. Now if a technician installs a part and it fixes the problem or complaint from the customer no other parts are installed on the vehicle.
Now still keeping in mind that with a vehicle with 160000 miles that has had the Freon topped off multiple times that it may have an A.C. compressor that is leaking Freon through the front seal going down the road. If no oil dye is located on the A.C. clutch and the volts and amps are ok, does not mean that it is not going out.
Mr. Spurlock if this does not explain the reason for the series of parts being replaced in the order they were, feel free to come in and myself and the owner can sit down and discuss your concerns. All I am trying to do as an employee is to keep you happy and coming back to visit us. It is very difficult to keep everyone happy and you should know that as well.
Now in regards to your A.B.S. control unit issue or problem. First of all the reason the cost was more than you expected is because we only use ATE ABS modules, which are supplied by our parts supplier World Pac. It is very hard to find companies to stand behind there product. We have experience a lot of problems with ABS units and only use one manufacturer. You might have misunderstood us when referring to cost for one of these units. As a business I do not even get these units remanufactured or used for $100.00. This is a core charge we have to pay. If you want I can send you a list of prices that are suggested list prices that everyone in the automotive industry goes by, except the dealer which is 20% to 40% higher.
Hopefully this letter will help you fully understand the process we as a company took and the numerous variables that are involved with the air conditioning systems in these particular vehicles. I am not saying you are wrong by any means, I am just fully explaining the procedures the technicians have to go through. Lastly my job is to find a way for myself and the customer to come to an agreement keeping both parties happy and it is not always the easiest job. So what I would like you to do is follow up with me on your views and concerns pertaining to this letter. I would love to keep servicing your vehicles and truly do care about this matter. Please contact me here at the shop or by phone if you have any questions.
Sincerely,
I did send a response email to clarify topics above:
What this doesn't address is that on April 3, I complained of the blower not coming on. This was attributed to the A/C pressure switch. As noted in my previous email, the problem was with the blower not coming on when the interior of the car was hot. This was the case throughout the winter season.
That was Blower issue #1.
On July 9, I returned for a blower problem (never for the a/c compressor not kicking on...it always had cold air). This was attributed to the blower motor.
On Aug 3, I returned for a blower problem that was then attributed to the head unit.
Additionally, the service on Aug 3 indicated the check engine light threw a code related to the ABS. The ABS module was replaced. On my way home...the check engine light came on again.
Three services in under 5000 miles related to the blower not coming on.
If amperage blew out the original head unit after the blower was replaced, then what was causing the increased amperage and what guarantee do I have that this won't happen to this head unit?