VOLVO Dealership in Hagerstown, MD(Truck Enterprises Hagerstown, Inc)

I bring my truck @ this dealership on 16th January because it was time for PM and also I wanted to change I-shift oil because I don't have any records of service (PM+I-Shift oil change TOTAL 1163$). I was driving this truck constantly from 4th October and 2 times when i was idling overnight, Low SCR performance was popping out with request for parked regen, which I do it 2 times and when I start driving that message disappears. The night before I left truck I was idling and I got this message again, but I didn't started regen because I was few miles from dealership. On 17th they called me and told me that PM is done and that I have CEL light on for DEF system. I wanted to resolve that so I don't have any more problems with idling and regen. On 18th January, guy from service called me and told me that I am in line afternoon. On Monday 21st. I call them afternoon to see what's going on, they diagnose that my DEF pump is not working.Then on Tuesday 22nd they diagnose that my ACM is not working, and I give them notice in SHOP that there is a leak on flex pipe between DPF and SCR hoping it can help resolving this problem. On Wednesday 23rd it was wiring problem, Thursday 24th it was Data corruption problem, and on Friday they told me that DEF tank heater is main problem, causing all other codes, and that they need to order it. That solenoid valve was not covered under my TrueNorth warranty. They got that part on Monday 28th, and when I called them in evening they told me they are still fixing it. On Tuesday 29th afternoon I called them and told that I want to come and pick up the truck in late evening hours on Wednesday 30th. I also asked them to send me post regen DTC readout and they didn't wanted to send me that. Last night when I came to pick up the truck I payed repairs TOTAL 2144.46$(solenoid valve).


detailed explanation of failure (what they sent to WARRANTY)
When truck came in, "check engine" light was on and driver's display warned of impending 5 mph derate. DEF pump would not operate and there were multiple emissions-related fault codes. We went through all checks according to Volvo Diagnostics. We even tried a "test" DEF pump and "test" ACM (after-treatment control module) with no solution found to correct problem. Once we had completely exhausted all the diagnostics offered by our Volvo Diagnostic software, we tried additional diagnostic steps. Once we had no more ideas, we contacted Volvo's E-service for support. They gave us additional diagnsotic steps to try. We checked connector pins, wires, performed extensive electrical tests and even tried test components. After exhausting all diagnostics possible, we still did not have a solution. We went back to square one and started again. We ended up finding a shorted DEF tank heater (not even coding at the time it was checked and found that the shorted tank heater was inhibiting the DEF pump's ability to function.

The root cause of all the other failures was code SPN 3363 FMI 2. This code is high-lighted on page 25 of attachment “27437 complete printout- laptop 1”. Work needed to complete repair is replace DEF tank heater valve, clear codes, and run parked crystal sublimation regen (this regen is a 1 ½ hour regen) and take truck on short road test. We are updating the estimate now and should have that to you shortly.




AND NOW PROBLEMS CONTINUES. I started the truck, and it was some strange engine sound and vibrations, (I had a check engine light on that is stated in my repair invoice for VGT actuator). I was thinking that shaking was because of freezing temps so I waited for one hour to warm up but I could not move temp gauge from bottom(it was cold but still one hour is plenty time to warm up). Then i tried to move slowly 300ft so I can hook up the trailer, but the truck was shaking and blowing a lot of smoke from exhaust. I check the codes and I have 3 codes, not 1 like they stated in invoice. SPN 656 FMI 13, SPN 641 FMI 7 and SPN 1659 FMI 12. I just parked outside of the lot. In the morning I talked with supervisor about this and he told me that they need to change Turbo(that part is covered under my warranty) and that this things can happen in this business. I just left that stealership because I wont let them any more to rip me off or any one else I hope.

I didn't want to drive it anywhere because i am not sure if I will make more damage. Is it safe to drive the truck for next 90 miles until I reach dealership in Baltimore? If a fuel Injector is not working right I could clog up the dpf with unburned fuel and make more dmg I quess...

I also found some reviews on google maps about them and ripping off consumers. I will upload all documentation that I have and I would like to get opinion from experienced mechanic. (on 1st DTC readout from 21st Jan there was code for DEF heater(solenoid valve) malfunction, but they didn't fix it until last day and charging me for hours and hours of labor work). If there is anything suspicions on work done by them I will probably try to find at least 2 more people who were ripped off and I am ready to pay for class action law suit . Also if anyone have similar problems with stealerships just report them to the following. The more reports one businesses gets, the faster he will make things right or he will be out of business faster.
-Better Business Bureau ( BBB: Start with Trust® | United States | Better Business Bureau )
-Federal Trade Commision ( www.ftccomplaintassistant.gov ) under repairs
-USA GOV ( www.usa.gov/consumer-complaints )
-More options ( www.peoples-law.org/filing-consumer-complaint )

 

@x1Heavy Thank you sir. For now I will stay here until i find out what should I do.

@Frank Speak I agree with that 100%, even if there is free minded people, but if they work for someone else they are under that brainless system. Also I believe there is still guys with brains in shops but its hard to find them.

 

@Dale thompson You dont see the point of this. I am not blaming anyone about the price and money, I want to pay for good servis. When you leave your truck at shop do you want to know what's going on with it? I was calling everyday and I was getting different answers always. When you come to pick up the truck from a shop do you want to see that they resolve one small problem but they made 3 bigger problems...

 

For me something is not right. Like they needed 5 days to find out that heating valve was problem... I attached new DTC report from another service that they didn't want to send me. In the morning supervisor wanted that I pay again so I can get that report even I payed 2144 for solenoid valve. (even 1st price was around 2500$)

Mladen Milovanovic Jan 30, 2019, 12:28 PM (1 day ago)
Hi Matt. Please send me post ecm diagnostic after parked crystal sublimation regen. Also send me invoice for all repairs here. I am arriving around 9pm in Hager

Landman, Matt Jan 30, 2019, 1:41 PM (1 day ago)
April, Can you send a copy of the invoice to the customer for review. Mladen, I adjusted the pricing a little more after you and I spoke. Thanks, Matt

Mladen Milovanovic Jan 30, 2019, 5:07 PM (1 day ago)
Still waiting for invoice and ecm reports. Thanks

Landman, Matt
Jan 30, 2019, 5:13 PM (1 day ago)


to Kevin, Kenneth, April, me

Ken,
April is gone for the day. Can you get this info and send it to the customer.

Thanks,

Matt


NO RESPONSE, WHY?