Volvo of Phoenix

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.Volvo of Phoenix did in fact return my trade vehicle, after the had to retrieve it from selling it to a wholesale dealerI am grateful that I had the opportunity to speak with the Executive Manager who acknowledge the mistakes of the Dealership, and was very upfront and cordial After speaking with him, he assured me that my down payment would be returned to the account that it was processed from, and I received the funds the following week Although this experience was very challenging, and there were many times I was misled, in the end the Executive Manager worked everything out Regards, [redacted]

September 2, 2014Thank you for the opportunity to respond to the complaint submitted by *** ***.Mr*** picked up his trade vehicle on Friday, August 29thAdditionally, his down payment of $1,was returned to himHis trade vehicle was filled with gas and washed prior to his
arrival.Please note that we were unable to obtain financing for Mr*** due to an outstanding amount of $1,owed to *** *** Credit UnionThe amount owed was designated by Chek Systems as fraudNo lenders would approve financing. Mr***'s trade was not paid off, as the deal on the Sentra had not been funded. It is our process to pay off loans when the new vehicle is funded.We regret we were unable to assist Mr*** in the purchase of a vehicle.Sincerely,*** ***Compliance Director - Volvo of Phoenix

We've reviewed all documents and communication with [redacted], who was our potential customer and his mother [redacted] who offered to co sign under certain terms.Mr. [redacted] came into our dealership and advised us he had been pre qualified via the Auto Navigator program for a vehicle he located at ABC Nissan that was two years newer and had lesser miles than the vehicle Mr. [redacted] was interested in on our lot.  The vehicle Mr. [redacted] was interested in at our lot had not yet completed reconditioning, and we were only able to provide an estimate for reconditioning fees.  We explained to Mr. [redacted] that he only had a pre qualification from Auto Navigator for [redacted] and that a final approval was not issued until final numbers were called in, and the pre approval was based on a multitude of factors that could and could change based on vehicle, down payment, credit worthiness and a multitude of factors. Mr. [redacted] was under the false impression that the pre qualification was a guarantee of approval.   We were unable to meet Mr. [redacted]'s requested numbers and requested a co signer.  Mr. [redacted] and Volvo of Phoenix did not have a meeting of the minds and Mr. [redacted] opted to stop negotiations. Our staff later spoke with [redacted] who agreed to co sign for Mr. [redacted] if we agreed to match the initial Auto Navigator pre approval for [redacted].  When we were not able to fulfill the request [redacted] advised she would be professing her disappointment on various social media outlets. We truly regret not being able to meet the demands of Mr. [redacted] and [redacted] Sargent, however we are limited by various factors in what we are able to offer and extend. Best -Gizelle Cano, Compliance Director

We have honored Mr. [redacted]'s request and modified the Settlement Agreement to be specific to the MPP Warranty Cancellation Refund. Today we scanned and emailed the new Agreement to Mr. [redacted], as per the email address provided in the complaint, and are awaiting it be returned signed along with instructions for delivery of the refund.  We have left a folow up voice mail to Mr. [redacted] to ensure he is aware of our email. Best Regards, Gizelle C[redacted]Compliance Directory

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.Volvo of Phoenix did in fact return my trade vehicle, after the had to retrieve it from selling it to a wholesale dealer. I am grateful that I had the opportunity to speak with the Executive Manager who acknowledge the mistakes of the Dealership, and was very upfront and cordial.  After speaking with him, he assured me that my down payment would be returned to the account that it was processed from, and I received the funds the following week.  Although this experience was very challenging, and there were many times I was misled, in the end the Executive Manager worked everything out. 
Regards,
[redacted]

We've reviewed all documents and communication with [redacted], who was our potential customer and his mother [redacted] who offered to co sign under certain terms.Mr. [redacted] came into our dealership and advised us he had been pre qualified via the Auto Navigator program for a vehicle he...

located at ABC Nissan that was two years newer and had lesser miles than the vehicle Mr. [redacted] was interested in on our lot.  The vehicle Mr. [redacted] was interested in at our lot had not yet completed reconditioning, and we were only able to provide an estimate for reconditioning fees.  We explained to Mr. [redacted] that he only had a pre qualification from Auto Navigator for [redacted] and that a final approval was not issued until final numbers were called in, and the pre approval was based on a multitude of factors that could and could change based on vehicle, down payment, credit worthiness and a multitude of factors. Mr. [redacted] was under the false impression that the pre qualification was a guarantee of approval.   We were unable to meet Mr. [redacted]'s requested numbers and requested a co signer.  Mr. [redacted] and Volvo of Phoenix did not have a meeting of the minds and Mr. [redacted] opted to stop negotiations. Our staff later spoke with [redacted] who agreed to co sign for Mr. [redacted] if we agreed to match the initial Auto Navigator pre approval for [redacted].  When we were not able to fulfill the request [redacted] advised she would be professing her disappointment on various social media outlets. We truly regret not being able to meet the demands of Mr. [redacted] and [redacted] Sargent, however we are limited by various factors in what we are able to offer and extend. Best -Gizelle Cano, Compliance Director

I have attached the "general release" that Volvo of Phoenix demanded my signature on. As all can easily see this release went well above an beyond their duplicate charge of the warranties. I would absolutely agree to not pursue any additional remedies related to the duplicate warranties issue upon the $185 settlement. I however, will not agree to the additional over reach of their general release. Bottom line, they overcharge and mislead me as to the scope and limitations of (2) substantially equal vehicle warranties. This dishonest behavior should not and will not require a "general liability release" form. This issue requires a refund of the duplicate/ out of pocket overcharge, in the amount of $185.

At the end of the day, the customer and the customer’s Credit Union kept requesting we provide them with a purchase order that didn’t include taxes and registration fees.  Because that request seemed “luring”. We declined this request because we are obligated as a reciprocal state to...

collect taxes and fees. A request to misrepresent the actual agreed upon structure and material facts, seemed odd.   We even spoke directly with the credit union regarding the “oddness” of such a request.  They couldn’t explain why the customer was so insistent in their request and further stated he would be paying taxes and fees separately from our transaction. We had went back and forth several times.  The customer did not make the dealerships position a priority.  Furthermore there were several emails and phone calls to our customer that went either blatantly ignored, or conveniently discarded.After being drawn out for an extended period of time & after his own Credit union finally conceded that it was in all parties best interest to move forward, and that they would simply payoff the lender that we processed his loan through.We strive to execute our business in a flawless fashion, but at times fall short in extenuating circumstances as this.Please accept our sincere apologies for any inconvenience or grievances our position has caused.Volvo of Phoenix

February 22, 2016Our position from our first correspondence has not changed. The $395.00 documentation fee is charged to all customers and is not dependent on financing or cash deal. As we stated before, we tried working with the customer and his lender but were unable to process the paperwork within our legal guidelines.Sincerely,Patti S[redacted]Compliance Director

July 14, 2015Thank you for the opportunity to respond to the complaint submitted by Ms. [redacted].We apologize for the confusion regarding the title and license issue with the vehicle Ms. [redacted] purchased. Arizona MVD will not issue a new "temporary license plate" or TRP until the old one...

expires.  Ms. [redacted]'s expired at midnight on July 13, 2015.  A new TRP was emailed to Ms. [redacted] this morning. Ms. [redacted] has acknowledged that she has received the new TRP.  The title on the vehicle has not been issued as the title is an "And or Or", and only one of the purchasers signed the POA (power of attorney) that must be completed in order to obtain license/title.  Ms. [redacted] was contacted several times regarding this issue and did not respond to any of our calls.  Volvo of Phoenix is sending a dealership employee to Ms. [redacted]'s home in order to obtain the necessary signatures.Ms. [redacted] did sign a form stating that her check would be held for 30 days, Volvo of Phoenix deposited the check on June 16, 2015 per the agreement.  As a gesture of customer goodwill, we will reimburse Ms. [redacted] her NSF charges incurred at her bank.  Our Customer Service Director has been in contact with Ms. [redacted] to determine if she would pick up the check at the dealership or it should be mailed to her.Sincerely,[redacted]Compliance Director - Volvo of Phoenix

I have attached the "general release" that Volvo of Phoenix demanded my signature on. As all can easily see this release went well above an beyond their duplicate charge of the warranties.
I would absolutely agree to not pursue any additional remedies related to the duplicate warranties issue upon the $185 settlement. I however, will not agree to the additional over reach of their general release.
Bottom line, they overcharge and mislead me as to the scope and limitations of (2) substantially equal vehicle warranties. This dishonest behavior should not and will not require a "general liability release" form. This issue requires a refund of the duplicate/ out of pocket overcharge, in the amount of $185.

We have honored Mr. [redacted]'s request and modified the Settlement Agreement to be specific to the MPP Warranty Cancellation Refund.
 
Today we scanned and emailed the new Agreement to Mr. [redacted], as per the email address provided in the complaint, and are awaiting it be returned signed along with instructions for delivery of the refund.  We have left a folow up voice mail to Mr. [redacted] to ensure he is aware of our email.
 
Best Regards,
 
Gizelle C[redacted]
Compliance Directory

Our company policy is that when a monetary exchange is given to a customer that has filed a complaint a "general release" form is required.  We offered to resolve the issue and the customer declined to sign the release. At this time, there is nothing further we can do without a signed...

release form.  Should the customer decide to accept the offer and sign the release, he can contact Aaron H[redacted]Sincerely,
Patti S[redacted]
Compliance Director

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.Volvo of Phoenix did in fact return my trade vehicle, after the had to retrieve it from selling it to a wholesale dealer. I am grateful that I had the opportunity to speak with the Executive Manager who acknowledge the mistakes of the Dealership, and was very upfront and cordial.  After speaking with him, he assured me that my down payment would be returned to the account that it was processed from, and I received the funds the following week.  Although this experience was very challenging, and there were many times I was misled, in the end the Executive Manager worked everything out. 

Regards,

I am horrified.....went there to buy a new car....it was raining - and my salesman and I were transferring items form one car to the other - when it became a heavier rain we went inside to the showroom....the GM said...."we'll send [redacted] out to finish" I said WHAT? The man knew I was angry and he tried to explain it by saying ..."well he is mexican and his back will get wet" I WAS HORRIFIED.......then the same rude man said to a larger man "Pudgey go help him" - He spoke to them like that in front of their face and in front of a customer - I cancelled the sale and left. NEVER AGAIN!!!

Volvo of Phoenix did take action, but not an any way that respected my original complaint.  They continued to refuse to work with my bank, continued to press me to go with their financing, and then claimed since I hadn't paid for the car they were going to finance directly and did so.  This is unsatisfactory.  The gain on their part is a $395 "documentation" charge and likely a portion of the interest if I do not refinance.  Thank you for your assistance.

April 21, 2014Thank you for the opportunity to respond to the complaint submitted by Mr. [redacted].Mr. [redacted] will be contacted by Volvo of Phoenix and his vehicle purchase will be cancelled.  Additionally, the $1,500 for his trade will be refunded.Sincerely,[redacted]...

[redacted]Compliance Director Volvo of Phoenix

February 22, 2016
Our position from our first correspondence has not changed. The $395.00 documentation fee is charged to all customers and is not dependent on financing or cash deal. As we stated before, we tried working with the customer and his lender but were unable to process the paperwork within our legal guidelines.
Sincerely,
Patti S[redacted]
Compliance Director

September 2, 2014Thank you for the opportunity to respond to the complaint submitted by [redacted].Mr. [redacted] picked up his trade vehicle on Friday, August 29th. Additionally, his down payment of $1,000.00 was returned to him. His trade vehicle was filled with gas and washed...

prior to his arrival.Please note that we were unable to obtain financing for Mr. [redacted] due to an outstanding amount of $1,400 owed to [redacted] Credit Union. The amount owed was designated by Chek Systems as fraud. No lenders would approve financing.  Mr. [redacted]'s trade was not paid off, as the deal on the Sentra had not been funded.  It is our process to pay off loans when the new vehicle is funded.We regret we were unable to assist Mr. [redacted] in the purchase of a vehicle.Sincerely,[redacted]Compliance Director - Volvo of Phoenix.

[A default letter is provided here which indicates your acceptance of the...

business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID 9[redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,