Volvo of Phoenix

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

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

April 21,2014Mr. [redacted] has been contacted by Volvo of Phoenix and will be meeting with [redacted] to look at his vehicle and get an estimate on repairs.Mr. [redacted] will work with Mr. [redacted] to come to a resolution to his warranty issues.Sincerely,[redacted]...

[redacted]Compliance Director Volvo of Phoenix

December 10, 2013

The customer met with the General Manager and the vehicle purchase was cancelled.

Sincerely,

Compliance Director Volvo of Phoenix

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.  Volvo of Phoenix acted promptly, thoroughly, and together, we resolved this issue. [redacted] in service did a wonderful job and is to be commended. Consider this issue closed.

Regards,

Review: I purchased a 2002 Corvette a little over 1 month ago. Shortly after purchasing the car, I noticed an oil leak. I did

n't worry much,since I purchased an expensive service contract that the finance officer assured me covered everything for 2 years. 2 weeks ago, my small leak turned into a big leak. After taking the car back to the dealership, which was required by the service c

ontact, I learned that the rear main seal is the source of the leak, and they recommended a Chevrolet dealership deal with this problem. After contacting a Chevrolet dealership, I found the repair would cost 1300 dollars, and the expensive service contract does not cover this repair. This is only a small part of my complaint. The finance officer sold me a Skylink contract for 1400 dollars, and nobody ever contacted me to install it. While I was in the dealership last Friday dealing with the oil leak, I asked if I could get a refund for Skylink, since I didn't feel I needed it, and I was tired of waiting for someone to contact me. He told me "No, we cannot refund" and said he would have the Skylink installed while it was in the shop there. Come to find out, I was entitled to a refund, provided the unit was not installed. I am at my wits end with this dealership. I have made numerous phone calls and they have not been returned. I feel ripped off.Desired Settlement: At this point, I would take having them fix the oil leak. I wouldn't mind them taking the car back and providing a full refund.

Business

Response:

April 21,2014Mr. [redacted] has been contacted by Volvo of Phoenix and will be meeting with [redacted] to look at his vehicle and get an estimate on repairs.Mr. [redacted] will work with Mr. [redacted] to come to a resolution to his warranty issues.Sincerely,[redacted]Compliance Director Volvo of Phoenix

Consumer

Response:

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. Volvo of Phoenix acted promptly, thoroughly, and together, we resolved this issue. [redacted] in service did a wonderful job and is to be commended. Consider this issue closed.

Regards,

Review: Shortly after purchasing a brand new 2013 vehicle from this dealership, I divorced my wife that I bought the car for. During that process, the dealership somehow mixed up their database so that (a) another [redacted]'s account was merged with mind and (b) they showed us as never purchasing a vehicle from them. What has resulted has been a serious of emails and calls to myself and to my ex-wife asking us if we still want to trade in our car, if we want to upgrade our car, reminding us of maintenance and sales appointments that belonged to the other [redacted]. As you could imagine, the divorce was rough and one of the biggest items of contention was what to do with the new car. Every time one of these emails came in it would start a fight - my ex-wife would accuse me of trying to sell her new car out from under her, etc, etc. I did get a hold of someone in sales the last time who said that this problem had been corrected permanently, but then I just received another one today asking us if we wanted to buy a new car.Desired Settlement: I'm tired of the run around and what I want is simple - (1) I want you to never all or write me again about buying another car from you again, (2) I want you to delete the other [redacted] from my service records - I don't ever want to receive another reminder about his appointment again as long as I live, (3) remove my ex-wife ([redacted]) from your database all together. She doesn't have the car, she doesn't pay for it, and she doesn't have the credit to buy anything off of your lot anyway. (4) I want a written apology that explains what went wrong, how it happened, how you've fixed it and how I in no way had anything to do with these mix ups.

Business

Response:

August

5, 2013

Re: ID# [redacted] – [redacted]

Dear

Mr. [redacted]

On

behalf of Volvo of Phoenix, I would like to apologize for any inconvenience you

may have experienced from the error that was made in our dealership data base. .

Per your request I have removed all information concerning your name address, phone

number, and email address. Also removed

was the same information for [redacted] and corrected the record for the

second [redacted]. This should alleviate any further contact from our sales

or service personnel. If you receive any further calls or mailings, please

contact me at [redacted] and I will handle the matter personally

It

appears that changes were made to our database without verification of the true

customer. This issue has been addressed with our staff to prevent any future

customer record errors. These series of errors were entirely caused by our

staff and were no way associated to any input or direction from you.

Again,

please accept my personal apology for the inconvenience this may have caused

you. Volvo of Phoenix is committed to

protecting the rights of our customers and providing the best service

possible.

Sincerely,

Compliance

Director – Volvo of Phoenix

Cc:

Consumer

Response:

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.

Regards,

I recently purchased an Audi from the Volvo of Phoenix dealership located off of Bell Road in Phoenix and wanted to communicate my outstanding experience. The salesman was very polite and professional and seemed to work very hard on my behalf throughout the entire process. As a small business owner, I appreciate good customer service and would recommend this dealership to anyone looking for a good deal and the cleanest showroom I have ever seen! Love my new car!

Review: I stopped by Volvo of Poenix on January 3, 2016 and bought a car. I already had credit approval from my bank. I signed a conditional financing contract with Volvo of Phoenix. On Tuesday Janruay 5, I had my bank ([redacted] Credit Union, [redacted], ###-###-####) contact Volvo of Phoenix to make arrangements to transfer and sign paperwork and send them money. Ms. [redacted] called Volvo of Phoenix and was given the run-around. Among other things, Volvo of Phoenix told her they didn't have the Certificate of Origin for the vehicle and would have to see if they could find it. The certificate is necessary and is part of the essential sale of new vehicles. Volvo of Phoenix has avoided working with my bank and now wants me to apply for credit with their bank.Desired Settlement: Send the Certificate of Origin to MY bank.

Work with Ms. [redacted] to exchange paperwork as necessary.

Accept payment from my bank when complete.

Business

Response:

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

Consumer

Response:

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.

Business

Response:

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

Review: I went in to purchase a vehicle from Volvo of Phoenix, AZ and signed "Retail Installment Sales Contract" that states on it my finance change of 5.75% for 75 payments and a payment amount of 300.92 a month. I signed all documentation showing the sale of this vehicle and I was to receive $9000.00 to pay the remaining balance of my vehicle off of $2800.00 and the remaining in check form made out to me.

I received a phone call to go into Volvo and when I went in I was handed a new contract to sign with a much higher interest rate and the monies we had agreed on for my car were changed. I refused to sign the new contract as I already signed my paperwork for the new car. When I tried to get my car back they told me to just take and keep the new car they will work out the numbers and call me in the morning. They called me after I had been gone for 5 minutes and stated I needed to come in and sign the new contact that contains the $9000.00 trade in and a much higher interest rate of 10.75%.Desired Settlement: Honor original signed contract that I have in my possession

Business

Response:

December 10, 2013

The customer met with the General Manager and the vehicle purchase was cancelled.

Sincerely,

Compliance Director Volvo of Phoenix

Consumer

Response:

[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,

I want to first state that I did not end up buying a car with them, and here is why. Read the fine print! They advertise "No hidden dealer add-ons". First, it says at the very bottom of the vehicle description that the advertised price is only good if you finance through them. Their rates were okay, but both my Credit Unions offer better rates by roughly 1%. If you don't finance through them, expect to pay an extra $1,000 than the advertised price. When we were discussing OTD price (I'm not local so we were communicating via email) the salesman gave it to me, then it was much higher than I expected (because "no hidden dealer add-ons") so I asked for the price broken down. The OTD price included $395 doc fee (okay, fairly standard to add on a doc fee, so I'll let that one slide), and $348 for Zak. I asked what that was and he explained it is a paint sealant every vehicle gets when it goes into inventory. If you're going to perform services to the vehicle that I do no want, figure it into the cost and price of the vehicle. This was when I told the salesman I was not interested due to their misleading advertising. Maybe I'm misinterpreting "No hidden dealer add-ons", and if I am, then disregard this entire review, but I felt deceived and insulted so I chose to take my business elsewhere.

I had an appointment with [redacted] to see a used vehicle this past Thursday. I showed up and received what seemed like an ordinary questionnaire - [redacted] asked me what type of vehicle I was looking for, and I stated that I was looking for a "sleeker looking" SUV, not a box-type of model. She also asked what color I was looking for, which I appreciated because I actually had been looking for a darker color. She also asked if silver was okay and I specified that I wouldn't like silver unless it was a darker, charcoal-type color.

We then discussed the Jeep that I had been there to see. She explained to me that the Jeep had too many miles on it to be financed by your company. That was fine to me, because I had already been approved through [redacted]. They would finance my auto loan regardless of the amount of miles that the vehicle had on it. But I understand. You make more money when you get me to finance through you. Okay.

[redacted] took me out to the front to show me some vehicles that she thought I would like. Every vehicle that she showed me either was box-shaped, lightly colored (mainly silver and white), or both. The only exception was a red, sleeker-styled, ...hatchback.

While walking back inside, I asked to see the Jeep.

After being at the dealership for an hour, after a 40-minute drive there, [redacted] told me that the Jeep had been sold.

[redacted] conveniently still had my car key from looking at my trade-in, and she still seemed determined to find a car for me. She drove me around in circles, trying to find pretty much anything that I would agree to buy. I finally expressed my frustration, and asked for her to let me go home.

It seemed way too convenient that I received a voicemail before I even got home, saying that the Jeep actually was not being sold. Fine. Because [redacted] acted like she was kindly going to bring the car to me, I was willing to give it another chance. We agreed to have her bring it to me the next day, yesterday. She called to let me know that if "I could get" [redacted] to finance my loan, and with my trade-in and down payment, that we would have a deal. I called [redacted] to confirm my beliefs, and sure enough, the only reason that the vehicle was important to the loan was because the loan was for 90% of the vehicle's appraised value.

But, the vehicle had still not been returned to the dealership at that time. So maybe we would meet up the next day. But, oh, I would have to go out to the dealership to sign the paperwork anyways, so maybe she would not bring the Jeep out to me. Hmm...

Sure enough, [redacted] finally returned my two calls today saying that the buyer from Thursday went back with a co-signer and ended up being able to finance the vehicle. That's very interesting considering that, according to [redacted], that nobody would finance a vehicle with that many miles.

Review: On 10/10/2013 I purchased an extended warranty through Volvo of Phoenix at which time I paid $300 down payment, paid with a check which was cashed by Volvo the same day. As of today 11/26/2013 [redacted] (the warranty company) has no record of my vehicle therefore has not initiated coverage for my vehicle. I have also contacted [redacted] which is the finance company handling the future payments for the warranty and they have also stated that they never received an application for the warranty.

I have contacted [redacted]l (finance director) of Volvo and he is not returning my emails or calls. I have requested a refund of my initial $300 down payment since the warranty was never submitted and have not received a response nor a refund.

These are fraudulent business practices that I hope the Revdex.com will assist me in correcting.Desired Settlement: I would like a full refund of the $300 I paid on 10/10/13

Business

Response:

December

2, 2013

Re: ID# [redacted] – [redacted]

Dear Mr. [redacted]

We have reviewed our records regarding your purchase of a “warranty plan” after

the purchase of your vehicle. It appears that the contract was written in error

and was not processed by the warranty company to whom your initial payment of

$300.00 was made.

We have contacted the warranty company and cancelled the contract. A refund check

in the amount of $300.00 will be processed immediately. Please allow 7-10 days for the check to go

through our processed and mailed to you.

Please accept our apology in any inconvenience this may have caused you.

Review: I purchased a 2012 Nissan Versa from the dealership on May 17, 2015. I was told by salesman [redacted] that I would have 45 days to make the $1400 down payment. The dealership processed the check in 30 days, and of course I got hit with a $35 overdraft fee from my bank. I came into the dealership a couple days later and paid the $1400 in cash to cover the check, but the dealership sent the check back through to my bank anyway and I got another $35 over draft fee. I called the dealership, and was told that their bank would cut me a $35 check., and that I would get a call back. I never received the call. Instead, I received a letter from a collection agency for the $1400, plus a $25 collection fee. Again I called the dealership, and left a message, but have not yet received a return call. Now my temporary tag is expiring, so I called the dealership to see if the plates were mailed to the dealership. I was transferred to Valerie, who told me that they had not worked on the title. My understanding is that the dealership has 30 to 45 days to get the title transferred. It has already been 45 days, and I don't have plates, and the temp plate expires tonight, meaning I have to miss work or risk being stopped for driving with expired tags. Neither of which is acceptable.Desired Settlement: I would like the $35 I paid for the second overdraft fee to be paid to me, and I would like compensation for work missed because I could not drive the car to work through no fault of my own. Once this is rectified, I never want to hear from Volvo of Phoenix again.

Business

Response:

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

Review: my name is [redacted] I originally went into the dealership to purchase

a vehicle on March 31st 2014 upon arrival I was introduced to Andrew in the

Volvo preowned section of the dealership I explained to him the situation I was

in and the budget and monthly payments I could afford, he wasn't very helpful at

all he didn't show me any cars or ask me about what I was looking for or

anything he just repeatedly continued to leave and send in another gentleman

named [redacted] from preowned I was there for several hours with my two small girls

until about 9:30 when I just had, had enough of the two of them going back and

forth and asking me if I could come up with more money or adjust the monthly

payments when I repeatedly told them no that I couldn't and I was firm on the

numbers I wanted, we looked at the 2007 Mazda 3 hatch back at around 8pm I only

got a glimpse of it as it was late and was just tired if trying to negotiate so

I went home and was called the very next morning about the Mazda asking if I was

still interested because [redacted] who was very helpful in trying to do all he

possibly could to work with my budget and payments, he had called me and stated

that he had good news that he'd been able to work something out if I was still

interested. So I went in before hand explaining that I didn't have much time and

that if need to leave to get to work, he showed me the Mazda again we test drove

it and I immediately noticed shaking and rattling from the car I explained it

multiple times to [redacted] who then told me that it could possibly be the idle and

that he did not feel it in the backseat but me and my wife could feel it and it

kept getting stronger as we drove I asked him if this was something that could

be looked at and he reassured me that it would be and I said ok. Upon getting

back to the dealership I noticed that the window was also cracked and the

passenger side door handle was broken and that there was wet paint that was just

administered to the deep scratches I explained all of this to [redacted] and bobby

who told me that it would all be taken care of and so it's is now 4/1/2014 I

explain to [redacted] that I don't have time to sign and read all of the paperwork

as I had to go to work he stated that it was fine that there was no rush and

that he'd let the finance manager van ho know of the situation little do I know

here walks in van oh and says you guys ready and I state to him I just told

[redacted] I have no time and he stated "well I don't have time to waste if I'm

going to sign this loser deal I need to do it now" and I felt very taken back

and upset by his comments he was very rude to me and my wife and made us feel

like dirt. We felt obligated and on a time crunch to get this done during the

paperwork I stated to him about the car rattling and shaking and all the other

issues with the vehicle and he stated that it would be taken care of and that we

did have 3DAYS AND 300 miles exchange policy, that made me a little more

comfortable in the vehicle and gave me a little more reassurance. So I come into

4/2/2014 to have the car details as told by [redacted] around 5pm only to be

told by bobby that [redacted] wasn't available and that the

service center was closed at 5 so he went outside to inspect the vehicle and all

the issues and stated that he doesn't know how the vehicle got through

inspections be with all these issues and asked me to come back yet again and

that he'd get me a loaner vehicle and also allow me to view some other vehicle

options as he wanted me to feel safe and have something I liked as well so on

4/3/2014 on my way in I was driving on the freeway and the car started shaking

and it would not switch gears my foot was to the floor and the car was going

about 30 mph so concerned I pulled over to the side of the road and called my

wife to come get me, I waited a couple of minutes and started the vehicle again

to see that it was still shaking yet it now switched gears so I immediately

drove to the dealership and explained to bobby of the issues the vehicle was

having that day, yet again he explained to me that he'd get me into another

vehicle and asked [redacted] to test drive the Mazda upon his return he said that he

also did in fact find that what I was saying was true and he took it to service

who stated to him that they found it was weird and they couldn't explain it so I

was given a loaner vehicle and told repeatedly that they would honor what I was

told about the exchange policy and that they wanted to have me happy and feel

safe in the car for me and my kids so it is now 4/9/2014 and after repeatedly

being told if he put into another vehicle by bobby and [redacted] that they were

waiting to hear back from a finance manager I go in 4/8/2014 as directed by

bobby to see some cars that had returned from a tent sale I am told to go see

some that I like so I pointed a couple out to [redacted] but I explained to him that

they were not in my budget and that I don't know what options I truly have and

[redacted] stated to not worry that the price he can work out and that he'd call me

by 1pm that afternoon so I leave and no calls from him or anyone so I give

[redacted] a call and he says he's still working on it and waiting to hear back from

the finance manager and I said ok I also stated to him that I was just really

confused as to what was going on and that I had the cash for the down payment

but didn't know how or when to pay it as I haven't been in a vehicle other then

the one day and he stated that we'd take care of all that on 4/9/2014 yet I get

a call from van oh around 5pm who is again very rude cutting me off and stating

that he wants the 500$ and I explained that I was just there that morning of

4/8/2014 and was told that it'd be taken care of the next day and yet gain he

began saying on the Mazda is your car that's the car you were approved for that

I had no other options and I was being told for a week otherwise and van hill told

me that I had 3 days or 300 miles to exchange it if I was not happy me and my

wife were both present when he stated that and will attest to that. I called

immediately and spoke to [redacted] about what had just happened all of this while

I'm at work and he apologized and said he'd look into it, so a little while

later [redacted] calls me saying that he has other options but they are newer cars

and more expensive and also a 500$ monthly payment which is way more than I

originally stated I could afford and not something I can do and all he keeps

doing is trying to push the Mazda back on me when I repeatedly stated that me

and my wife don't feel comfortable taking a risk with that vehicle or with our

kids in it and he just kept apologizing and. Stating that he'll try to work on

it but I'm just extremely upset that what I was told is not being honored and

I'm only being given the run a round and being told lies and everyone is acting

like their oblivious to what I was told and not wanting to honor it. I would

appreciate it if you could reach me at [redacted] to work this out and reach

some type of agreement as I do not want to be put back into this vehicle I was

told I had that exchange policy and expect it to be honored as I don't feel I'm

being treated fairly as a consumer and refuse to pay a down payment or monthly

payment for something unsafe and being told I could exchange it and now only

being given extremely expensive car and payments that I cannot afford and only

being pushed back to that Mazda, which for two weeks I had been told that I wasn't going to have to deal with that vehicle anymore. so it is now April 15th 2014 I'm asked to come look at the other options which were also older vehicles with super high mileage and issues I told them I did not want those vehicles and that I would just like my vehicle back as it has been 2 weeks and ive yet to be in a vehicle I'd been in a rental for the past two weeks with no solution, the dealership refused to acknowledge my request and I spoke to a family friend who is a lawyer who advised me to ask for any and all documentation pertaining to this matter so I asked the to speak with the finance manager and was told that he had just left for a meeting and that he would return at 2:30pm, I explained well I dont have the laoner rental anymore I have no way of getting my wife and kids and I home now because I refuse to accept any of these vehicles and id wish to have my trade in vehicle back and go our seperate ways they stated that they didnt have access to Van Hills office and that their gm who ive been trying to reach out to for the two weeks was in the hospital and that Id have to come back again tomorrow at this point im angry I said no I need by law to have those documents provided to me they said the finance mamager would return at 230pm so I left in the vehicle as it was my only way home for me adn my children. I come back in at 3:00pm and yet again am told that he isnt in and that he wont be in until 4/16/2014 and Im furious I demand to speak to someone higher than the General Manager they tell me hes on vacation and I call the police and they file a report they too were completely behind me on this matter and were also given the run around and not provided with any documentation other than the original contract and one banks application approval and also stated to the police that the loan was on hold as a courtesy to me so that they could get me into something different and I explained well I dont want any of the vehicles youve chosen for me so therefore please just do the right thing and allow me to leave with my trade in and we can both move on I have no vehicle now for the past two weeks and now have no vehicle to get to and from work and to pick up my children and they were very rude stating that "i can push a button and make this loan go through" and I said sir you can just as easily allow me to just go home and they refused and started accsuing me of buyers remorse and I explained to them that It wasnt buyers remorse , since 4/1/2014 I have not been in any vehicle ive been in a loaner and they barely as of 4/15/2014 brought me in to look and cars that were in fact worse condition then the Mazda and that I did not qwish to do business with them, they refused to return my vehicle or help me they stated that the Mazda was my vehicle and that I had an open loan and I proceeded to contact every institution they attempeted to approve me through as well as the Bank Santander Consumer USA and they have all stated to me that they have no records of any open loan in any amount although the dealership is telling me that I own the Mazda with no open loan or debt to them whatsoever therefore violating the law and committing fraud against me I have since also asked all of the banks to put a hold against my name from anything coming from Volvo of Phoenix. I have also refused to accept delivery of the vehicle it is now sitting at the Volvo Of Phoenix parking lot., they sat back and laughed at the fact that I had no other vehicle to get home and that the police department had to call in a crisis time to get me and my 3 children home out of the heat.Desired Settlement: I would like to have my trade in returned or if they have sold the vehicle the money for the vehicle refunded, and to just move in with my life.

Business

Response:

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]Compliance Director Volvo of Phoenix

Review: My wife and I went into the Volvo dealer to purchase a new car because the car we had wasn’t as we would have liked it to be. Seeing that we are a family of four with one vehicle, we wanted to get something more reliable. So when we went into Volvo the first night, we were unable to find anything in our price range. Then on Father’s day, Sunday June 15th 2014, we receive a phone call from a young man at Volvo saying that they had some rebate deals on the 2014 Nissan Sentra’s that would be able to assist us with our down payment.

One of the biggest concerns at that time was the we had a trade in vehicle that was upside down. We owed more on the car then what it was actually worth. However, after they pulled our credit report, and looked at our income, they felt they had a good chance in securing financing for our loan. We sign the papers stating that we were trading our car, a 2003 Hyundai Elantra, and they were to pay the pay the car off and add the total with our loan. We signed the papers, relinquished possession of the Elantra, and took possession of the Sentra. In taking possession of the Sentra, we also agreed to come up with a down payment of $500 dollars within 30 days.

On June 25th 2014 I received a phone call from our previous lender stating that they had yet to receive any pay off payment for the Elantra. I contacted [redacted] who is the Finance Director at Volvo concerning this phone call. He explained to me that the pay off would not be submitted until they secured financing for the loan. He then tells me that an issue came up with checks systems, and it required our attention, and before we would be able to get funded we would have to clear this up (The issue being money owed to [redacted] Credit Union). After speaking with [redacted], I call Mr. [redacted] back to explain to him that we were unable to pay the debt that we owed to [redacted]. Mr. [redacted] then instructed me that he would see what options we had to move forward, and that he will call me back.

I then received a text message on June 30th 2014 from [redacted] stating that I needed to come back in to sign resign some paperwork as he had a few different options that we could do, and he wanted to get the deal done before the end of the month numbers had to be turned in. So my wife and I drove back up to the dealership, and signed the new loan papers. In addition to signing the loan papers, we also made a payment of $1,000 for a down payment that same day.

My wife and I left that day thinking that all was well, [redacted] ensured us that everything was taking care of and we were finished.

However on July 10th I received another text message from [redacted] stating that I needed to contact him immediately. Once I contacted him, he informed me that the lender that he found, made a decision that they would not be able to finance the vehicle either because of the same issue. He gave me a contact number to call the potential lender to speak with someone and explain the situation with [redacted]. After speaking with the potential lender, I contacted Mr. [redacted] back and informed him that they were still not going to be able to finance the loan, even if we satisfied the debt with [redacted]. Mr. [redacted] again stated that he was going to see what he could do and he would call me back.

By this time I was in communication with my previous lender explaining everything that was going on.

On July 13th I had to travel out of town because of a death in my family, and I returned on July 17th. By this time I was calling attempting to get in contact with Mr. [redacted] with no success. I called and left him two different messages to call me back, and hadn’t heard anything from him.

On July 31st I called the main dealer line to see if I could get through to him with no success. I then asked to speak to a supervisor or someone else. By this time the temporary tags that they had placed on the vehicle were going to expire, and wouldn’t be any good on August 1st. After being bounced around, I finally spoke to a young lady named [redacted], who worked in the department that deals with the titles and registration. I expressed my concerned to her, and she stated that she would talk with [redacted] and get everything worked out and call me back. After a few hours went by and I hadn’t heard from her, I called her back just to follow up. When I was connected to her, she stated that she spoke with [redacted] and he informed her that he was waiting on something from me to continue with the process. She was then unwilling to further assist me. I expressed to her that I hadn’t spoke to [redacted], and was trying to get in contact with him with no success. She then stated he said he would call me. I again expressed that he hadn’t, and then I asked if I could be connected to his supervisor. She said that she would give the message to his supervisor and that his supervisor would call me.

I then get a phone call from a gentleman by the name of [redacted], who stated that he was [redacted]’s supervisor. I again expressed all that I had experienced with trying to purchase the vehicle, and that I hadn’t been able to get back in touch with [redacted], and that the tags were expiring on the vehicle. I also express the concern that my previous vehicle had not been paid off. [redacted] then ensured me that he had spoke to the accounting department, and a check had been sent over to my previous lender to satisfy the previous loan. I asked him was he sure, because [redacted] had expressed that until finance was secure that they weren’t able to pay it off. He stated that it was a cost that the dealership absorbed and that they had made the payment. He also asked that I come in the next day to get the tags situated, and so that we could figure everything else out.

I went into the dealership again on August the first to meet with [redacted]. We began talking about the debt from [redacted], and the amount that it was. [redacted] presented me with the option that the dealership would pay the debt off so that financing would be secured. He then had one of the associates place a dealer plate on the vehicle, and advised me to come back on Monday to have everything rectified.

I returned on Monday August 3rd with the expectation that everything was going to be taken care of. As I walked into the dealer, [redacted] and [redacted] were at the front desk, I began talking to [redacted] about our next couple steps, and he again assured me that they would be able to take care of everything that day. In the midst of our conversation, I again asked [redacted] was he sure that the previous car was paid off, and he stated yes. Immediately after he stated yes, [redacted] interjected, saying that that was actually not the case. Mr. [redacted] then proceeded to express to me that he once before told me what the process was. And that the only way the previous loan could be paid was if there was financing secured. I then turned to [redacted] and asked him why he would tell me that it was taking care of when in fact it wasn’t. At this point I became exhausted and frustrated, and stated that I wanted my previous car back, and that I no longer wanted to purchase the Sentra. Upon me stating this, Mr. [redacted] says that they are unable to give me my car back because they had sold my car in the auction. I asked how were they able to sale a care that didn’t belong to them, and Mr. [redacted] didn’t have an answer for me.

After much back an forth, Mr. [redacted] stated that he would be able to secure financing once the [redacted] debt was satisfied, and that is why they were going to pay it off. So I gave them the information to pay off the [redacted] debt and left.

Because there hadn’t been a payment to my previous lender I was forced to make a payment on August 11th 2014.

I then returned to the dealer on August 15th, after making an appointment with [redacted] to meet him that day to pay the previous debt off. I arrived around 12:30pm, spoke to [redacted] briefly and he stated he would be right with me. I ended up leaving the dealership around 2:30 with nothing resolved. I explained to [redacted] that I would now wait on them to take care of everything, and I would not be returning to the dealer until they had everything ready form me to just walk in and sign, and leave. He stated he understood, and that he would contact me to come back in.

I then receive a phone call on August 25th from [redacted], stating that he is ready for me to come in and sign the papers, and that they had some options that we could go with. He explained to me that they had satisfied the previous loan, and that I could come back in. I told him, okay, let me make a few phone calls and I would call him back. I called the previous lender and they informed me that no payment had been made. They instructed me to call and ask when a check was sent out. I called [redacted] back, explaining to him that I spoken with my previous lender and they hadn’t received a check and could he verify the date that it was sent out. He placed me on hold, and when he returned he apologized and stated that the check had not been mailed yet. At this time I expressed my frustration to him, explaining that they continue to make promises and not fulfilling them. He again asked if I could come out to the dealership and sign some papers so that they could fulfill the previous loan. I asked him what are the options, and he wouldn’t say. He stated that because of the [redacted] debt, he wasn’t able to find a lender. t then asked him about the car I was driving, and he stated that they would need it back. When I asked about what my family and I were suppose to do about transportation, he stated that they would pay the old car off but essentially thats all that they could do.

My challenge is that after two months of having this new car and going back an forth with the dealership, my family and I will be left without a vehicle. At this present time, we only have one vehicle for transportation. Our vehicle gets us to and from work, and my children to and from school. Not only are they asking for the new car back, but they can’t give me back my car that they sold. From my understanding they illegally sold the car, because the car still has a lien on it from the previous lender.

After some back and forth with [redacted], he then threatened to have the new car repo’d, leaving my family and I with out a car, and with the debt of the previous loan.

I really feel that there is an injustice taking place here, and I am asking for some help to rectify this situation.Desired Settlement: Refund of the $1,000 paid for down payment

Return of vehicle that was traded in

Business

Response:

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.

Consumer

Response:

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,