Volvo of Honolulu

Problem:Please reference complaint # [redacted] Since my initial complaint, I have been contacted by Tony (Sales Manager) who promptly corrected the issue I had complained aboutHe was extremely apologetic and professionalOther members of his team who were very helpful was Lene (salesman) who also bent over backwards to address my needs and help to resolve the issueDesired Outcome:Currently working with Tony on completing the transactionThank you

Initial Business Response / [redacted] (1000, 8, 2014/09/03) */ Volvo of Honolulu's practice of informing a customer that his/her lease will be done is a reminder starting from months prior, then to months, then monthsWe provide this information to let our customers know they have a choice to makeThe original signed contracts are the documentation Mr [redacted] should have reviewed before finding a replacement carAlso the dealership that Mr [redacted] bought the "replacement car" from could have told him that he still had more time on his leaseAlso in Mr [redacted] 's complaint he states that the email was not an advertisement so there is no solicitation by Volvo of HonoluluIt is merely an update to let them know that there will be procedures and options they can chooseIn no way did they contact Volvo of Honolulu to discuss options but rather got out and get a "replacement car" without going thru the procedures of a lease return that is standard throughout the industry.Buying a car from them because of their mistake of not reviewing their options and just purchasing a new car is not an optionThe online book value that Mr [redacted] unfortunately does not forsee market value and is merely a guideUnfortunately these guides do not purchase cars, dealerships doMr [redacted] 's choice to not trade in the vehicle, buy it out, or simply return to the financial institution that said vehicle is leased from solely lies on him Initial Consumer Rebuttal / [redacted] (3000, 10, 2014/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Here is the exact text of the email sent by Volvo of Honolulu and we have the original if needed: ------------------------ Subject: Lease is Coming Due! Dear [redacted] , The purpose of this letter is to discuss the upcoming termination of your leaseWithin the next couple of months, you have an important decision to make At Volvo Honolulu we value our relationship with youAs such, we feel it is our responsibility to ensure that you understand and are comfortable with the various options available upon the termination of your lease To facilitate your decision-making, we offer our customers a complimentary lease analysisWhat is a lease analysis? Simply put, it is a review of your various options based on the homework we will do prior to our meeting (i.e., finance company information, current market conditions, vehicle value, current new vehicle availability and purchase options, etc.) I will contact you shortly to discuss these options and to schedule a time convenient to you to take advantage of your free lease analysis I look forward to talking with you soon Sincerely, [redacted] Administrative Assistant Volvo Honolulu [redacted] Honolulu, HI (808) [redacted] ---------------- Volvo of Honolulu should discontinue the practice of sending out misleading emails, title and first paragraph indicate an impending lease termination, and the manager acknowledged verbally with witnesses that this was done to create "urgency" with the customerWe were informed that this emails is the months-out lease termination notificationRegardless of any type of settlement, this is a misleading and unethical practice and the public should know that the dealership endorses such misleading communications with its customers in order to create "urgency." The email did create unnecessary urgency and unintended consequencesThe dealership bears a degree of responsibility for creating a situation that confused a customer, intentionally, and resulted in a detrimental situation for the customerIn terms of Dr [redacted] not seeing the market value, the dealership offered an amount less than the buyout amount months from the conversationApparently the dealership also cannot foresee the forward value of vehicles they leaseOr perhaps since the model has been discontinued, they will not stand behind the products they sellEither way, the email sent is misleading with intent admitted to by the manager and therefore the dealership bears some responsibility for the situation

See below email.Sent from my [redacted] tablet---- [redacted] wrote ----Aloha [redacted] , Mahalo for contacting us!We've received your request and will send a personal response within business day (we promise!)Your ticket information follows:Ticket ID: [redacted] Subject: FW: Complaint # [redacted] Question/Description: Sirs,I am writing to update my complaintAfter several calls, emails and person to person office visits with Volvo, the matter of my complaint has finally been resolved.Full refund was sent to my financial institution except a refund due to me in the amount of $Because of this unresolved and misrepresentation on volvo's part, I have incurred additional out of pocket expenses for rental during the duration of about $not to mention acquiring auto insurance for a vehicle I never possessedI want this to be noted as this incident not only cost me several hundred dollars but created mental anguish because of volvo's deception, misrepresentation, incompetence and the lack of leadership from management.I hope the public will be informed to be cautious with the promises in the way they conduct business or the lack thereofBuyer beware!V/R, [redacted] Sent from my [redacted] tablet

Initial Business Response / [redacted] (1000, 16, 2014/08/13) */ Mr ***'s has been contacted been Volvo of HonoluluOriginally Mr [redacted] contacted us to trade in the ford explorer he purchased from usAfter discussing with him that the bank we would need a downpayment he left the dealershipAfter some time he came back and said that he would do the dealSeveral days later he called back and said the car hurts his back and wanted to just give it backTold him that we can trade him out since the loan paperwork was with the bank and we have been fundedHe said he did not want to do that and leftAfter some time he then stated that we never provided him titleExplained to Mr [redacted] that the bank will recieve title and not himHe then proceeds to the dealership drops the keys and walks away [redacted] explains that we are not the owner of the vehicle and needs to be moved from the propertyWe then called the financial institution that financed Mr [redacted] and asked what we should do and was told that if he leaves the car and won't make payments then the will consider it a voluntary repoWe informed Mr [redacted] of that and he then said no, informed him that he needs to talk with the bank and not us because we are not the ones that will repo the carAfter that we recieved several threatening phone calls from his daughter and other family claiming they have people in the car business that are advising themIt sounds like due to the fact the car HE selected and choose HE did not like anymore and wanted to find any way out he canWe have given him the option to trade out but he declinedHis trade in was sold previous to this and was not an option to just give back.The vehicle purchased has since been picked up by the bank and sent to auction due to the fact it has been repo'dThe entire transaction was initiated by Mr [redacted] by requesting the camaro when we originally offered other carsVolvo of Honolulu made several attempts to please him but he wanted to just give it back after signing a legal document,and going thru with the bank interviewWe can not accept a car back after being driven for 2-months, and that been funded by a bank since we are no longer the legal owners

[redacted] [redacted] Aloha Ms[redacted] ,After speaking to a few of the parties involved with this sale here is our response: According to the salesperson he said he did not "state" that the mileage on carfax was a "typo"During the test drive (before any carfax documents was requested) the customer noticed the mileage on the vehicle was 30k miles the customer asked the salesman why is it 30k miles when online it says it has 20k miles the salesman said I am not sure why "it could be a typo" I'm not sure I can find out why After the test drive the salesperson asked the sales manager who was on duty if he knew why there was a difference in miles since we had it for 6months and the sales manager told the salesperson that the 10k mileage difference on the vehicle was because this unit was a part of our rental inventory, in which the salesman had relayed that information to the customer (at this point the customer's question about the 10k miles was answered and both the customer and salesperson knew where the difference in the miles came from) the customer decided to move forward with the saleAs for the brake concern the salesman said that the customer had brought up to him that the customer had seen "online" that these vehicles had brake issues and told the salesman they will purchase the vehicle if we checked the brakes so we agreed to "perform a brake inspection" and "repair if needed" (in which we do have in writing on or Additional and Removal order form)As stated on line #on our [redacted] work order (attached) which the customer had initialed it states: "authorized after-delivery work will begin after all financial agreements have been completedAll work must be performed in days of deliveryNo cash refunds will be allowed." As stated on line #of our [redacted] order as soon as "all" financial agreements have been completed, as the customer said on 3/9/they got a call to bring the vehicle into our service dept to do the complimentary brake inspection but the customer chose to take it to another dealership instead.After talking to our [redacted] Rep, (the company that services the customers service contract) she did research and did in fact pull the recording of the conversation between the customer and the [redacted] reps phone conversationAnd basically the [redacted] rep who answered the customers call said the question that the customer had asked was "can we take our vehicle to another dealership other than [redacted] if we had to make a claim on our service contract?" and the rep answered yes.According to the Customers Sales Rep they were angry about the fact that the car was not clean enough at delivery, which I do apologize forI will be more than happy to offer them a complimentary detail done through our service deptAs far as the gas issue we are no way obligated to fill up the tank on any pre-owned or new vehicle however if we did know that the fuel level low light is on at the time of delivery we will put in at least a quarter tank of gas in which I do apologize if we did foresee that and will also be more than happy to offer a quarter tank of gas to the customer.My answers to the customers "desired settlement":I will not settle to their request for "the car to be current with the manufacturers required maintenance (so the warranty will be valid) by another authorized repair dealer at ***'s cost".For the simple fact that the customer has cancelled the service contract on their vehicleI don't understand why would someone make a request like this if they cancelled the service contract.Unfortunately, sometimes we do not get "spare" keys to all the pre-owned vehicles we acquire and this unit is one of themI do apologize, however I will not provide a second key.Our agreement was to do a "complimentary brake inspection" and "repair if necessary" as we agreed on our [redacted] order formUnfortunately the customer chose to take their vehicle to another dealership and had a "recall" done that just so happens covered the brakesAs with all service departments do, they recommend and upsell parts and accessories to make a profit for the dealership in this case the service dept that the customer took their vehicle to had upsold them new tires and a new batteryI do feel that we should not be responsible to reimburse them for the tires and battery especially if the customer "chose" to go to another dealer without giving us a chance to do what we needed to do on our end of the agreement which was to do the brake inspection.if you have any questions please feel free to give me a call or email I have attached a couple documents for you to review.Mahalo for your time!Phillip P***Sales Director, [redacted] of Honolulu [redacted]

From: [redacted] Sent: Thursday, September 10, 1:PMTo: [redacted] Cc: [redacted] Subject: Fwd: Complaint # [redacted] resolvedHello,I would like to notify Revdex.com Hawai'i that my complaint # [redacted] was resolved by GM Phillip P [redacted] with a reimbursement check received on Tuesday, September 8th, 2015.Thank you for your advocacy on the issue.Sincerely, [redacted]

[redacted] [redacted] Aloha Ms [redacted] Here is our response: A document needed to get customers title to her vehicle was lostAs soon as the customer was able to make some time out of her busy schedule to come in and sign that document we had made the transfer asapCustomer has received her title in her name a few days after this complaint had been filed.Mahalo for your time!Phillip P***Sales Director, Volvo of Honolulu [redacted]

My car started making a strange noise and I had to call a tow truck to take to dealer The service department was backed up and they had my car for over a week and a half Gave me a worse case scenario that the part on the alternator may have caused severe damage to the engine and not repairable, alternator was damaged and would need replacing or just the belt would need replacing Well, thankfully, I just had to replace the alternator for over $ I asked the service provider to text me photos he took of the alternator several times even while I was standing in front of him and he said he would Never received and unsure why he didn't offer to text right then except for the fact that maybe this part really wasn't damaged or needing replacement Since picking up the car there have been new issues I believe caused by the "new" alternator and have left messages that have all gone unanswered Left a message for Service Manager this morning - was told she wouldn't be in until noon and then in meetings immediately The service is terrible at Volvo of Honolulu and I don't trust them I've been told the service advisors work on commission - have not verified but would not be surprised if this was true considering I've been given a laundry list of things wrong with my car While the car was there I was also told I needed new brakes (although I passed a safety inspection just a few weeks prior at another location) and that my engine mount was bad

I recently purchased a vehicle from Volvo Honolulu Both the salesperson *** and the finance manager *** made a buying experience pleasant with no pressure tactics that other dealerships employBoth *** and *** worked very hard to make sure that I got the vehicle I wanted at the best price possible *** even went the extra mile to insure that I got the best finance rate from Volvo, he actually called Volvo to get a lower than advertised rate In my mind that is pretty amazing Most dealerships say here is the vehicle, if you want it this is the price and some even mark the vehicle above MSRP claiming increased costs in Hawaii - This does not happen at Volvo HonoluluSince I purchased the vehicle (XC60) I have called a few times and got quick responses to my calls Even *** in Service has been keeping me up to date on my parts order There were some minor delivery issues with the XCand even that turned into a positive as when I brought it to ***'s attention, there was no hesitation that Volvo Honolulu will resolve it to my satisfactionI am impressed with the dealership and the staff This should be a first stop when looking for a vehicle Volvo has redesigned their vehicles and the ride is amazing

From: *** *** *** Sent: Thursday, September 10, 1:PMTo: *** ***Cc: *** *** ***Subject: Fwd: Complaint #*** resolvedHello,I would like to notify Revdex.com Hawai'i that my complaint #*** was
resolved by GM Phillip P*** with a reimbursement check received on Tuesday, September 8th, 2015.Thank you for your advocacy on the issue.Sincerely,*** ***

*** *** *** ***
*** *** *** *** *** *** **
*** *** *** ***
*** *** *** ***
*** *** *** ***Aloha Ms.***,After speaking to a few of the parties involved
with this sale here is our response: According to the salesperson he said he did not "state" that the mileage on carfax was a "typo"During the test drive (before any carfax documents was requested) the customer noticed the mileage on the vehicle was 30k miles the customer asked the salesman why is it 30k miles when online it says it has 20k miles the salesman said I am not sure why "it could be a typo" I'm not sure I can find out why After the test drive the salesperson asked the sales manager who was on duty if he knew why there was a difference in miles since we had it for 6months and the sales manager told the salesperson that the 10k mileage difference on the vehicle was because this unit was a part of our rental inventory, in which the salesman had relayed that information to the customer (at this point the customer's question about the 10k miles was answered and both the customer and salesperson knew where the difference in the miles came from) the customer decided to move forward with the sale. As for the brake concern the salesman said that the customer had brought up to him that the customer had seen "online" that these vehicles had brake issues and told the salesman they will purchase the vehicle if we checked the brakes so we agreed to "perform a brake inspection" and "repair if needed" (in which we do have in writing on or Additional and Removal order form)As stated on line #on our *** work order (attached) which the customer had initialed it states: "authorized after-delivery work will begin after all financial agreements have been completedAll work must be performed in days of deliveryNo cash refunds will be allowed." As stated on line #of our *** order as soon as "all" financial agreements have been completed, as the customer said on 3/9/they got a call to bring the vehicle into our service dept to do the complimentary brake inspection but the customer chose to take it to another dealership instead.After talking to our *** Rep, (the company that services the customers service contract) she did research and did in fact pull the recording of the conversation between the customer and the *** reps phone conversationAnd basically the *** rep who answered the customers call said the question that the customer had asked was "can we take our vehicle to another dealership other than *** if we had to make a claim on our service contract?" and the rep answered yes.According to the Customers Sales Rep they were angry about the fact that the car was not clean enough at delivery, which I do apologize forI will be more than happy to offer them a complimentary detail done through our service deptAs far as the gas issue we are no way obligated to fill up the tank on any pre-owned or new vehicle however if we did know that the fuel level low light is on at the time of delivery we will put in at least a quarter tank of gas in which I do apologize if we did foresee that and will also be more than happy to offer a quarter tank of gas to the customer.My answers to the customers "desired settlement":I will not settle to their request for "the car to be current with the manufacturers required maintenance (so the warranty will be valid) by another authorized repair dealer at ***'s cost".For the simple fact that the customer has cancelled the service contract on their vehicleI don't understand why would someone make a request like this if they cancelled the service contract.Unfortunately, sometimes we do not get "spare" keys to all the pre-owned vehicles we acquire and this unit is one of themI do apologize, however I will not provide a second key.Our agreement was to do a "complimentary brake inspection" and "repair if necessary" as we agreed on our *** order formUnfortunately the customer chose to take their vehicle to another dealership and had a "recall" done that just so happens covered the brakesAs with all service departments do, they recommend and upsell parts and accessories to make a profit for the dealership in this case the service dept that the customer took their vehicle to had upsold them new tires and a new batteryI do feel that we should not be responsible to reimburse them for the tires and battery especially if the customer "chose" to go to another dealer without giving us a chance to do what we needed to do on our end of the agreement which was to do the brake inspection.if you have any questions please feel free to give me a call or email I have attached a couple documents for you to review.Mahalo for your time!Phillip P***Sales Director, *** of Honolulu *** *** *** *** *** ** ***
*** *** *** * *** *** *** * *** *** * *** ***

Dear *** I have title and registration of my new car.I received them 03/23/16. *** ***

I own two Volvo's and have had numerous problems with the service departmentFirst experience: My wife scheduled an oil change and when she arrived she waited hours and the vehicle never moved the parking spotShe had made an appointmentShe asked for her keys and leftSecond experience: I had my vehicle go in for scheduled maintenanceI scheduled a shuttle pickup for 3:knowing it closes down at 4:They never arrivedNumerous calls to the service agent went unansweredI walked to the dealershipThird experience: Two weeks after my maintenance my break caliper started leakingI took the vehicle in considering it was a safety issueThey could not provide a loaner vehicle, I had to call in for updates (They never proactively reached out to me), and the repair took daysThey finally were able to gain a loaner after days of a rental paid for by myselfI am looking to sell the vehicles as opposed to deal with their service

Problem:Please reference complaint # *** Since my initial complaint, I have been contacted by Tony (Sales Manager) who promptly corrected the issue I had complained aboutHe was extremely apologetic and professionalOther members of his team who were very helpful was Lene (salesman) who also
bent over backwards to address my needs and help to resolve the issue. Desired Outcome:Currently working with Tony on completing the transactionThank you

Dear ***
I have title and registration of my new carI received them 03/23/
*** ***
***
***

Mr R*** is incorrect with his cla**sWhat MrR*** has failed to say is he had a lien on the loan to FHBWe had sent payment to them for the cancellationThis has been explained to h** numerous t**esHe has paid the loan off so we requested check backCheck was mailed to last known address of
hisHe says he has not recievedCheck will be reissued once we know that MrR*** has not cashed check already sent

*** *** *** ***
*** *** *** *** *** *** **
*** *** *** ***
*** ** *** *** *** *** ***
Dear ***I read the email reply from Volvo.I was just shockedThe sales manager made it sounds like my fault.I was regret that I should give Revdex.com for more information and details of my complaint. I purchased new Volvo on 11/06/and paid in fullI started contact to my sales person about my plates and registration 12/10/My temporary plate expired 12/25/That time I haven't received my title,registration and plate yet.Sales person text me to come in to extend temporary plate on 12/26/I went in to get temporary plate and finance manager told me he lost my registration paper work and need to sign new one so I didThis was 12/27/I have DMV record Volvo registered my car on 01/06/under *** *** ***So title was on the bank at this pointMy new temporary plate expires 2/28/at this time.Finance manager promised me to get plate,registration and title ASAP when I signed paper on 12/29/15.I waited end of January to get my plate and all documents and no call from VolvoI started called them many times regarding my plate and documents and they didn't reply my call most of the timeI texted to sales person few times and I have all messages saved to prove I had been try to get my documents and title. 02/26/finance manager finally contacted me my plate and documents are ready to pick upWhen I went in Volvo he told me again he made mistakes and need to be fixed.He white out registration owner part and made a copy and give to meHe told me I can drive around with this fake copy paper registration and he will give me real one and title in 7days.All this time he was hiding my car was under *** *** *** and he put me $finance.I contacted corporate office and asking for help but they didn'tThey email me they will contact General manager and he will contact me direct.I never hear from General manager even though I called several times and left messagesI send certified mail to Volvo and copy was sent in to Revdex.com and RICO.I filed complaints RICO also about my case. They made me run-around all this time and I have to go DMV 4times and also *** *** *** to get letter from finance department to prove I don't have any loans with them and car should be under my name. I have letter from bank to prove this.Also bank told me title went back to Volvo on 03/09/16.I hope you can understand how frustrated I was just get title and registration of my car which was fully paid on 11/06/15.I finally got my title and registration on 03/23/which is more then 4months after purchase.I just got letter from court to pay violations of my car was traded in 11/06/I went again DMV and show purchase agreement and try to get violations off from my recordUnfortunately they can only provide me a letter I wasn't own the car when the violations occurredI have to go court to show the letter and clean my record.I agin contacted Volvo sales manager about this matter and his answer was just pay for tickets and Volvo will pay me back.This is very awful service.The Volvo Honolulu was lied to me about my car went finance and also not reply my calls I made so many times.I have all evidence to prove what they didI don't want to make them it's my faultI didn't do anything wrong. I paid my luxury car in full when I purchased and I expect better service.I don't want this happened to anyone if someone try to buy car from Volvo and go through what I had toI spend so much time for this problem and stressed out that situation.I'll try to contact you or you can call or email me if you have any questions.I may need to file complaint for violations for my old car was traded in.Volvo again didn't do transfer title so car was my name when the violations occurredI called 04/21/and 04/22/about thisAlso 04/27/to speak to sales manager but no reply.Thank you so much for your help.*** ***
***
*** *** ** ***

See below email.Sent from my [redacted] tablet---- [redacted] wrote ----Aloha [redacted], Mahalo for contacting us!We've received your request and will send a personal response within 1 business day (we promise!)Your ticket information follows:Ticket ID: [redacted]Subject: FW: Complaint...

#[redacted]Question/Description: Sirs,I am writing to update my complaint. After several calls, emails and person to person office visits with Volvo, the matter of my complaint has finally been resolved.Full refund was sent to my financial institution except a refund due to me in the amount of $650. Because of this unresolved and misrepresentation on volvo's part, I have incurred additional out of pocket expenses for rental during the duration of about $600 not to mention acquiring auto insurance for a vehicle I never possessed. I want this to be noted as this incident not only cost me several hundred dollars but created mental anguish because of volvo's deception, misrepresentation, incompetence and the lack of leadership from management.I hope the public will be informed to be cautious with the promises in the way they conduct business or the lack thereof. Buyer beware!V/R,[redacted] Sent from my [redacted] tablet

[redacted] 
[redacted]Aloha Ms. [redacted]Here is our response: A document needed to...

get customers title to her vehicle was lost. As soon as the customer was able to make some time out of her busy schedule to come in and sign that document we had made the transfer asap. Customer has received her title in her name a few days after this complaint had been filed.Mahalo for your time!Phillip P[redacted]Sales Director, Volvo of Honolulu 
[redacted] [redacted] [redacted] [redacted]

See below email.Sent from my [redacted] tablet---- [redacted] wrote ----Aloha [redacted], Mahalo for contacting us!We've received your request and will send a personal response within 1 business day (we promise!)Your ticket information...

follows:Ticket ID: [redacted]Subject: FW: Complaint #[redacted]Question/Description: Sirs,I am writing to update my complaint. After several calls, emails and person to person office visits with Volvo, the matter of my complaint has finally been resolved.Full refund was sent to my financial institution except a refund due to me in the amount of $650. Because of this unresolved and misrepresentation on volvo's part, I have incurred additional out of pocket expenses for rental during the duration of about $600 not to mention acquiring auto insurance for a vehicle I never possessed. I want this to be noted as this incident not only cost me several hundred dollars but created mental anguish because of volvo's deception, misrepresentation, incompetence and the lack of leadership from management.I hope the public will be informed to be cautious with the promises in the way they conduct business or the lack thereof. Buyer beware!V/R,[redacted] Sent from my [redacted] tablet