NHTSA Complaint #11617818 — 2016 VOLVO S60

In November of 2021, I purchased my dream car, a 2016 Volvo s60 Cross Country, proud to own a vehicle from a company known for their safe and reliable vehicles. In April of 2022, a class action case ([XXX], et al., v. Volvo Car USA, LLC, Volvo Cars of North America, LLC, and Volvo Personvagnar AB) was issued against Volvo due to a KNOWN-TO-VOLVO DESIGN FLAW in their engines which could lead to engine failure. The case was settled out of court in early 2023 and Volvo issued an extended warranty for vehicles owners to take preventative measures against potential engine failure. Although my car is listed under the extended warranty, I was never sent any notice of it from Volvo. On [XXX], while driving on a highway, at speed limit, my 2016 Volvo s60 Cross Country's engine failed. I learned about the Extended Warranty from a National Highway Traffic Safety Administration Quality Bulletin (Extended Warranty P10183: I5T Oil Consumption Replace; Model Year 20132016 S60, 2015-2016 V60, V60CC and XC60, 2016 XC70, S60CC and S60L) while researching the issue with my car online. I contacted Volvo Customer Care to ask why I was not sent notice and what they could do. I was told that to open a case with Volvo I would need a diagnostic from a dealership. On August 5, 2024, I took my car in for a diagnostic at Patrick Volvo Cars in Schaumburg, IL, from who I also purchased the car in 2021. August 6, 2024 I received a partial diagnostic and was told that they would require 10x the original diagnostic price to find the root of the issue in the engine. On the same day, I called Volvo customer care and opened a case. After weeks of little to no communication, on September 3 Volvo denied my case. I was not provided any opportunity to communicate over the phone with my case manager at Volvo - only after she sent me the decision did I receive a call from her to learn Volvo does not care about my side of the story. Please view attached documents for more details, thank you. INFORMATION REDACTED PURSUANT TO THE FREEDOM OF INFORMATION ACT