Volvo of Richmond (Haley Auto Group)

Dear [redacted],
I appreciate your interest in one of our vehicles. I certainly understand your...

feelings.
On Saturday when you and your wife were in the showroom looking at the [redacted] we agreed to take a deposit to hold the vehicle until you came back on Monday.Monday, when you returned, you made an offer on the [redacted] that was not accepted and we refunded your deposit check. Later that day we called to see if there was a compromise that we could work towards. We spoke to your wife and she said she would have to get you to call us back. Another customer showed up to inquire about the same vehicle. We allowed them to test drive the [redacted] because at this point we had not heard from you. Our policy allows the customer test driving the vehicle to have first right of refusal. The reason for this policy is that if a sales person had a prospect on a vehicle he saw another customer test driving he could easily contact his prospect to get a deposit to take the vehicle off the market. The customer test driving wouldn’t even have an opportunity to purchase it. When you called back to discuss your purchase you were informed that another customer was test driving the [redacted]. We were allowing them to make their decision before we could sell it to you. We informed you that the other customers did purchase the vehicle.
I hope this helps explain the reasoning behind our decision. I'm sorry that you did not get to purchase the vehicle you were interested in. I will do everything possible to assist you in finding a similar [redacted] at a very good value. Please let me know if I can be of further assistance.
Regards.
[redacted]Operations Manager
Volvo of Richmond
[redacted]

Dear Mr. [redacted]
I'm writing in reference to:
[redacted] - 174,107 miles
Purchase date 2/16/16
Purchase price $5,020.00
Limited 45-Day Warranty
During the test drive you mentioned there was some noise while driving. We evaluated...

the car and determined the only noise present was originating from the tires. The tires passed Virginia State Inspection but did have some edge wear. We rotated the tires in an effort to eliminate or reduce the noise as much as possible. We did not determine any other reason for the noise complaint.  On March 7, 2016 you brought the vehicle back because a check engine light was on but we have no record on the repair order of the noise complaint during this visit. At no time during the limited warranty period did we ever determine any other reason for the original noise complaint other than the tires. I'm sorry that you've had some issues with your car and, although it is outside of the limited warranty period, would agree to take a look to see if there is anything we can do to assist you.
Please call me to arrange an appointment.
 
Regards,
 
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Volvo of Richmond did not address the main part of my complaint which is (Why did the management at Volvo of Richmond instructed the customer service representative at their office to NOT TO ACCEPT MY CREDIT/DEBIT CARDS as means of payment for the deposit requested by them?) Why was I treated unfairly and unequally to other customers of VOLVO OF RICHMOND's who were able to use CREDIT/DEBIT CARD(s) to pay for services received, when and if they wished to?
I need explanation to the action they have taken unfairly against me and I request an apology for that.
Regards,
[redacted]

April 8, 2016
 
Dear Mr. [redacted],
 
class="MsoNormal">Thank you for choosing Volvo of Richmond to repair your [redacted]  It is always our policy to
request a deposit with concrete funds on larger repairs involving specially
ordered parts.  The policy in place has
nothing to do with you personally but our experiences dealing with larger
mechanical repairs.  Many instances over
the years we have completed these major repairs, with approval, only to have the customer never show up to
pick up their vehicle or pay for the parts and labor we have invested.  I apologize for any confusion or misunderstanding.  I hope this answers any questions you have
involving this matter.   Please feel free
to reach out to me with any concerns.
Again thank you for your business.  We look forward to a long term relationship
servicing your Volvo.
 
Sincerely,
 
[redacted]
[redacted]
[redacted]

Review: On February 2016 I was purchasing a pre-owned/used [redacted] at that Volvo on broad street, during the drive test I notice the car was making a looping noise when driving it. Naturally, I was concerned and bring it up to the salesman. He assured me the noise was just "road noise" coming from the tires because the thread level is very low and it's nothing to worry about the car. I insisted that he got the car checked again for the noise. On the purchase day, the salesman assured me they checked the car and it's just road noise. A couple weeks later the check engine light came off and I took the car back to be fixed. The car was warranteed for 90 days. I also tell them the noise became louder and I didn't think it was coming from the tires. Well, they diagnosed the car and said the engine light came off bcz of a sensor issue that was not covered by the warranty and I need to pay about $600 to get it fixed, they also rotated the tires and found no problem with the noise coming from the car. they reset the engine light after I paid $60.00.

3 months after the purchase, the car is now making a grinding noise when driving it, it is unbearable, sounds very unsafe and like it's coming from the axles. At this point I have no confidence in driving the car bcz it's not safe. I took the car to a mechanic and change an axle and a wheel bearing but the problem did not go away. Then, the mechanic made a discovery, the transmission oil is full with junk metals and signaled something is breaking down in the transmission of the car and needs repair.

I was being totally fooled by this place for months about the car is safe and has no problem and the noise was just tire road noise while They sold me a car that has a broken transmission and differential system.

Since I bought the car with warranty and brought up the issue countless of time during the warranty period and bcz they were not honest about the problem the car has, now they should take responsibility for fixing it.Desired Settlement: Take the car and fix as it should have been done long time ago during the warranty period, or they can take that unsafe junk car and give me another one .

Business

Response:

Dear Mr. [redacted]I'm writing in reference to:[redacted] - 174,107 milesPurchase date 2/16/16Purchase price $5,020.00Limited 45-Day WarrantyDuring the test drive you mentioned there was some noise while driving. We evaluated the car and determined the only noise present was originating from the tires. The tires passed Virginia State Inspection but did have some edge wear. We rotated the tires in an effort to eliminate or reduce the noise as much as possible. We did not determine any other reason for the noise complaint. On March 7, 2016 you brought the vehicle back because a check engine light was on but we have no record on the repair order of the noise complaint during this visit. At no time during the limited warranty period did we ever determine any other reason for the original noise complaint other than the tires. I'm sorry that you've had some issues with your car and, although it is outside of the limited warranty period, would agree to take a look to see if there is anything we can do to assist you. Please call me to arrange an appointment. Regards, [redacted]

Review: Volvo of Richmond requested a deposit to repair my [redacted]. I provided them with my credit card but they refused to accept it, then I offered my debit card, they also refused to accept it. The dealership representative said that the management requested that I pay only by cash or check.Desired Settlement: I request explanation and a written apology.

Business

Response:

Review: On Saturday August 30, 2014 my wife and I visited the dealership to see [redacted] regarding a Volvo [redacted]. The dealership was very busy at the time and we spoke with the Preowned Manager [redacted] about the vehicle and because [redacted] was tied up he suggested we give him a check for $200 to hold the vehicle until Monday, which we did.

Upon coming in on Monday we spoke to [redacted] and looked over the costs for the vehicle and I made an offer of $14,900 for the vehicle, which was rejected by [redacted]. So we left the dealership – no hard feelings and about 20 minutes later [redacted] called my wife on her cell and advised her that [redacted] wanted him to call to say we could have the car at $15,600. At the time I was getting gas and making some purchases and my wife told him that fact and that we would talk it over and get back to them.

Approximately 27 minutes later we called back and I spoke with [redacted] and said okay we will take the counter offer made by [redacted], at which time [redacted] stated someone else was test driving the car and we would have to wait to see if they made an offer first. I immediately said I did not understand why he would let someone else drive the car knowing that an offer made by the dealership was pending and that I should have the right of first refusal. He said that we didn’t call back right away and they came in and showed interest in the car…I asked him why he did not tell the other customer that an offer was pending and if it fell through they could make an offer – he didn’t see it that way and I asked to speak with [redacted].

[redacted] advised he had gotten busy and didn’t realize [redacted] was showing the vehicle to someone else, but since they were test driving the vehicle there was nothing he could do but wait to see if they made an offer. I asked why would they not advised the customer an offer was pending and if it fell through they could negotiate, as the dealership called me and made an offer and I had accepted – what kind of business dealings was this. He stated he would not sell it to them lower than the $15,600 he had quoted us. I told him this was unexceptatable and he said he would call us back and let us know the status.

After about an hour or so he called back and stated they bought the car – and I said [redacted] you did not do the right thing – to which he stated, “I am tired of you yelling at me” and he hung up in my face.

I believe Haley’s unspoken motto is “Relationships above salesmanship” - in this case that is not true – and if this is the way a dealership does business and the way Haley does business – I can fully understand why car sales has been stereotyped with the slick salesman persona. I cannot believe that I as a customer I was treated in this fashion – if I am wrong in this situation then you tell me and I will drop my complaint – I would like to think that the owners of Haley Auto Group would be appalled at such action. I await your reply to this most unsavory business practice.Desired Settlement: A sincere apology from the salesman and the preowned manager to us and the assurance that this type of business practice is not condoned and will not be repeated to other customers in this fashion. Along with the acknowledgement from the owners of Haley Auto Group ([redacted] and [redacted]) that the dealership were wrong in making an offer and then withdrawing the offer in order to get a higher price for the vehicle in question.

Business

Response:

Dear [redacted],

I appreciate your interest in one of our vehicles. I certainly understand your feelings.

On Saturday when you and your wife were in the showroom looking at the [redacted] we agreed to take a deposit to hold the vehicle until you came back on Monday.Monday, when you returned, you made an offer on the [redacted] that was not accepted and we refunded your deposit check. Later that day we called to see if there was a compromise that we could work towards. We spoke to your wife and she said she would have to get you to call us back. Another customer showed up to inquire about the same vehicle. We allowed them to test drive the [redacted] because at this point we had not heard from you. Our policy allows the customer test driving the vehicle to have first right of refusal. The reason for this policy is that if a sales person had a prospect on a vehicle he saw another customer test driving he could easily contact his prospect to get a deposit to take the vehicle off the market. The customer test driving wouldn’t even have an opportunity to purchase it. When you called back to discuss your purchase you were informed that another customer was test driving the [redacted]. We were allowing them to make their decision before we could sell it to you. We informed you that the other customers did purchase the vehicle.

I hope this helps explain the reasoning behind our decision. I'm sorry that you did not get to purchase the vehicle you were interested in. I will do everything possible to assist you in finding a similar [redacted] at a very good value. Please let me know if I can be of further assistance.

Regards.

Operations Manager