Volvo of Honolulu

[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 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 #8. 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 completed. All work must be performed in 30 days of delivery. No cash refunds will be allowed." As stated on line #8 of our [redacted] order as soon as "all" financial agreements have been completed, as the customer said on 3/9/16 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 conversation. And 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 for. I will be more than happy to offer them a complimentary detail done through our service dept. As 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 [redacted]'s cost".For the simple fact that the customer has cancelled the service contract on their vehicle. I 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 them. I 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 form. Unfortunately the customer chose to take their vehicle to another dealership and had a "recall" done that just so happens covered the brakes. As 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 battery. I 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[redacted]Sales Director, [redacted] of Honolulu [redacted]

Initial Business Response /* (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 12 months prior, then to 6 months, then 3 months. We provide this information to let our customers know they have a choice to...

make. The original signed contracts are the documentation Mr [redacted] should have reviewed before finding a replacement car. Also the dealership that Mr [redacted] bought the "replacement car" from could have told him that he still had more time on his lease. Also in Mr [redacted]'s complaint he states that the email was not an advertisement so there is no solicitation by Volvo of Honolulu. It is merely an update to let them know that there will be procedures and options they can choose. In no way did they contact Volvo of Honolulu to discuss options but rather got out and get a "replacement car" without going thru the normal 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 option. The online book value that Mr [redacted] unfortunately does not forsee market value and is merely a guide. Unfortunately these guides do not purchase cars, dealerships do. Mr [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 /* (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:
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Subject: Lease is Coming Due!
Dear [redacted],
The purpose of this letter is to discuss the upcoming termination of your lease. Within the next couple of months, you have an important decision to make.
At Volvo Honolulu we value our relationship with you. As 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 analysis. What 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 96813
(808) [redacted]
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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 customer. We were informed that this emails is the 12 months-out lease termination notification. Regardless 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 consequences. The dealership bears a degree of responsibility for creating a situation that confused a customer, intentionally, and resulted in a detrimental situation for the customer. In terms of Dr. [redacted] not seeing the market value, the dealership offered an amount less than the buyout amount 12 months from the conversation. Apparently the dealership also cannot foresee the forward value of vehicles they lease. Or perhaps since the model has been discontinued, they will not stand behind the products they sell. Either way, the email sent is misleading with intent admitted to by the manager and therefore the dealership bears some responsibility for the situation.

[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]

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 $2000. 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 12 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.

Initial Business Response /* (1000, 16, 2014/08/13) */
Mr [redacted]'s has been contacted been Volvo of Honolulu. Originally Mr [redacted] contacted us to trade in the ford explorer he purchased from us. After discussing with him that the bank we would need a downpayment he left the dealership. After...

some time he came back and said that he would do the deal. Several days later he called back and said the car hurts his back and wanted to just give it back. Told him that we can trade him out since the loan paperwork was with the bank and we have been funded. He said he did not want to do that and left. After some time he then stated that we never provided him title. Explained to Mr. [redacted] that the bank will recieve title and not him. He 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 property. We 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 repo. We 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 car. After that we recieved several threatening phone calls from his daughter and other family claiming they have people in the car business that are advising them. It 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 can. We have given him the option to trade out but he declined. His 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'd. The entire transaction was initiated by Mr [redacted] by requesting the camaro when we originally offered other cars. Volvo 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 interview. We can not accept a car back after being driven for 2-3 months, and that been funded by a bank since we are no longer the legal owners.

From: [redacted] Sent: Thursday, September 10, 2015 1:18 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]