Business Profile

Billing Services

Volvo Car Financial Services

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Billing Services.

Complaints

This profile includes complaints for Volvo Car Financial Services's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

82 total complaints in the last 3 years.
37 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:01/15/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
the Volvo leasing co billed me for a whole year of taxes around 2400 when the car was returned early in the year and the actual tax was about 300 - they are refusing to admit and sending the bill to collection and very rude about it , poor customer service and accustomed to overcharging
Business Response
Date: 01/30/2025
Better Business Bureau
Serving Central & ******************;
***********************************************************;
**********,*******; 35205

Re: BBB Complaint ID# ********
      Prakash

Better Business Bureau:

We received the above referenced complaint case regarding the account referenced above.

We have completed our research and responded directly to the customer via the ********** mail service on January 30, 2025. For confidentiality reasons, we are unable to provide you with more details.

We strive to provide the best possible service and appreciate the opportunity to respond.

Respectfully,

Customer Care Department
Customer Answer
Date: 01/30/2025

Complaint: 22811489

I am rejecting this response because: VOLVO was overcoming me and when I was inquiring about reducing the amount which they did - the company sent bad report to the credit agency and would like them to withdraw it

Sincerely,

******** *******
Business Response
Date: 02/07/2025
Better Business Bureau
Serving Central & ******************;
***********************************************************;
**********,*******; 35205

Re: BBB Complaint ID# ********
      Prakash

Better Business Bureau:

We received the above referenced complaint case regarding the account referenced above.

We have completed our research and responded directly to the customer via telephone on February 4, 2025. For confidentiality reasons, we are unable to provide you with more details.

We strive to provide the best possible service and appreciate the opportunity to respond.

Respectfully,

Customer Care Department
Customer Answer
Date: 02/10/2025

Complaint: 22811489

I am rejecting this response because: they did bill me correctly after a lot of phone calls, they were rude about and said "pay what we bill " or it will be sent to credit report company, they did not clear my credit report and apologies for over billing

Sincerely,

******** *******
Customer Answer
Date: 02/10/2025
please let volvo financials to send a correction and acknowledging fault to credit bureaus
kp
Business Response
Date: 02/25/2025
Better Business Bureau
Serving Central & ******************;
***********************************************************;
**********,*******; 35205

Re: BBB Complaint ID# ********
      February 11 and February 25 Rebuttal
       Prakash

Better Business Bureau:

We received the above referenced complaint case regarding the account referenced above.

We have completed our research and responded directly to the customer via the ********** mail service on February 25, 2025. Please allow time for that correspondence to be received. For confidentiality reasons, we are unable to provide you with more details.

We strive to provide the best possible service and appreciate the opportunity to respond.

Respectfully,

Customer Care Department
Initial Complaint
Date:01/09/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We leased a 2022 ***** XC 90 recharge which was financed through this business. We returned the car and leased a new 2025 vehicle. A month later received something in the mail that we owed $1000 for a missing charging cable. We located the charging cable - had never used and was just in the garage but were never given an opportunity to return. Feels deceptive that with more electric vehicles being leased, they are not checking for this cable to give customers the opportunity to return.
Business Response
Date: 01/24/2025
Better Business Bureau
Serving Central & ******************;
***********************************************************;
**********,AL 35205

Re:BBB Complaint ID# ********
     ******* *****

Better Business Bureau:

We received the above referenced complaint case regarding the account referenced above.
We have completed our research and responded directly to the customer via the ********** mail service on January 24, 2025.
For confidentiality reasons, we are unable to provide you with more details.

We strive to provide the best possible service and appreciate the opportunity to respond.

Respectfully,

Lease End Experience Department
Customer Answer
Date: 02/03/2025

Complaint: 22790892

I am rejecting this response because:
They have not. We have not heard anything but that they are looking into it.

Sincerely,

******* *****
Customer Answer
Date: 02/04/2025
They reached out and said there was nothing they could do.
It does not seem right to me that we returned the car to the dealer (and leased another car from them) and then they sold it before contacting us to tell us they were missing / billing us for $1,000 wire. This is not something you leave in your car and we were renovating and not at our home at the time so didnt even notice this in the garage.
My understanding from the dealer is we are not the only customer who this has happened to. With more people leasing electric cars, there should be a checklist or at least the opportunity to provide a wire. They had my number and never reached out.
This is either a very poor business practice or a way to bill customers for something they are selling at a much lower cost.
Business Response
Date: 02/07/2025
Better Business Bureau
Serving Central & ******************;
***********************************************************;
**********,*******; 35205

Re: BBB Complaint ID# ********
       ******* *****

Better Business Bureau:

We received the above referenced complaint case regarding the account referenced above.

We have completed our research and responded directly to the customer via the ********** mail service on February 7, 2025. Please allow time for that correspondence to be received. For confidentiality reasons, we are unable to provide you with more details.

We strive to provide the best possible service and appreciate the opportunity to respond.

Respectfully,

Customer Care Department
Customer Answer
Date: 02/14/2025

Complaint: 22790892

I am rejecting this response because it is unreasonable and not consumer friendly. Particularly when I also just leased and financed another car from them. To not give a customer an opportunity to return something and then bill them $1k does not seem like a fair business practice.
There should be coordination between the dealership and financing arm to ensure customers are aware of any surprise billing.

Sincerely,

******* *****
Initial Complaint
Date:12/04/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am responding to the request for payment on behalf of **** *****. For reference the account number is *************. The balance is $ *******. Mr ***** returned his leased vehicle in January ************************************************** October 2023 as per the requirement of the lease.The result of the October inspection was a 74 dollar charge. When the car was turned in, there was a charge revised return fee of $*******. There was no change in the condition of the vehicle in the intervening time. He has reached out numerous times to resolve this issue; but the leasing company has not been helpful, and refuse to honor their initial estimate of the lease return amount, charging me more for their error. There was no change in the vehicle condition from their initial review to the turn in date two months later. I followed all instructions. Please desist your contact for payment, and **** ***** followed all required procedures for the return of the vehicle and you have not honored the pre return estimate, choosing to breech that agreement
Customer Answer
Date: 12/03/2024
I can confirm that I am **** ***** and authorize you to proceed with complaint

Business Response
Date: 12/13/2024
Better Business Bureau
Serving Central & ******************;
***********************************************************;
**********,*******; 35205

Re: BBB Complaint ID# ********
      **** *****

Better Business Bureau:

We received the above referenced complaint case regarding the account referenced above.

We have completed our research and responded directly to the customer via the ********** mail service on December 13, 2024. For confidentiality reasons, we are unable to provide you with more details.

We strive to provide the best possible service and appreciate the opportunity to respond.

Respectfully,

Customer Care Department
Initial Complaint
Date:11/27/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Volvo financial service is charging me $1,552.16 for wear and tear at lease return. The reason is that they claim that I have 'mismatched tire size'. They claim that the size of the tires on the car should be 235/45/20 front and 255/45/20 rear, but the tires on my car are 235/45/15 and 255/45/15. I never changed any tires during my lease. Instead of looking into this issue themselves, they asked me to reach out to the dealership for a proof that the size '15' tires are the tires that I got on the car at lease begin. The dealership (Volvo cars Princeton) did not keep a record of this, and there is no way they or I can prove that. They are charging me $1,552.16 for things that I never did, and the dealership failed to provide records that they should have.
Business Response
Date: 12/03/2024
Better Business Bureau
Serving Central & ******************;
***********************************************************;
**********, AL 35205
Re: BBB Complaint ID#********
        Xieyang Jia
Better Business Bureau:

We received the above referenced complaint case regarding the account referenced above.
We have completed our research and responded directly to the customer via telephone on December 2, 2024.For confidentiality reasons, we are unable to provide you with more details.
We strive to provide the best possible service and appreciate the opportunity to respond.

Respectfully,

Lease End Experience Department
Initial Complaint
Date:10/22/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Volvo failed to process auto-pay or notify me that a payment did not go through. I did not receive a call, email or mail that payment did not go through. I did however receive other communications asking me to purchase more product. I called Volvo when I noticed a payment did not go through and made payment immediately when I was told Volvo did not process. I have called many times asking to speak to a manager. Volvo consistently tells me that a manager will call and then no manager calls. Each representative gives a different reason for the situation. In the end, Volvo is negatively impacting my credit score for Volvo errors. This is the most unprofessional financial services company I have ever dealt with. I cannot see myself ever getting another Volvo due to the disrespect, mismanagement, and poor customer service of *********************************************. This matter has been going on for months. Volvo needs to actually resolve this. I need a real resolution here - not a fake response that Volvo will answer privately.
Business Response
Date: 10/31/2024
Better Business Bureau
Serving Central & ******************;
***********************************************************;
**********,*******; 35205

Re: BBB Complaint ID# ********
      ****** ******

Better Business Bureau:

We received the above referenced complaint case regarding the account referenced above.

We have completed our research and responded directly to the customer via telephone on October 24, 2024, and via the **** Postal mail service on October 31, 2024. For confidentiality reasons, we are unable to provide you with more details.

We strive to provide the best possible service and appreciate the opportunity to respond.

Respectfully,

Customer Care Department
Customer Answer
Date: 11/04/2024

Complaint: 22455586

I am rejecting this response because a representative called me and said someone else who is actually working on the matter would call me. I did not receive that call nor the letter they claim was sent out the same day as their response. The person who called did not have any meaningful information and was not someone who (according to the person who called) had any authority to actually work on resolving this.
To consumers reading this, the notion that Volvo is not responding publicly for confidentiality purposes is silly. They provide a blanket response to try and avoid the issue. This is the most unorganized and unprofessional financial services company I have ever worked with.
This is the last time I ever lease a Volvo. The car is great, the price was fine, but the financial services company is a disaster and their refusal to fix their mistakes and force people to turn to the BBB is not worth the car or price. The amount of time spent dealing with their financial services team costs significantly more than just spending the money on a more expensive car.
Sincerely,

****** ******
Business Response
Date: 11/07/2024
Better Business Bureau
Serving Central & ******************;
***********************************************************;
**********,*******; 35205

Re: BBB Complaint ID# ********
      ****** ******

Better Business Bureau:

We received the above referenced complaint case regarding the account referenced above.

We have completed our research and responded directly to the customer via the ********** mail service on November 7, 2024. For confidentiality reasons, we are unable to provide you with more details.

We strive to provide the best possible service and appreciate the opportunity to respond.

Respectfully,

Customer Care Department
Initial Complaint
Date:09/16/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have requested that an original title on my car be sent to a DMV in **************** in ******* so I can get my car registered. The **************** has never reached out to me and they have not sent the title. I requested that they go ahead and request the title again from the state of Florida, because earlier my title wasn't available. They have not reassured me that they have sent a new request.
Business Response
Date: 09/23/2024
Better Business Bureau
Serving Central & ******************;
***********************************************************;
**********,AL 35205

Re: BBB Complaint ID# ********
       ******* ***********

Better Business Bureau:

We received the above referenced complaint case regarding the account referenced above.

We have completed our research and responded directly to the customer via ******************* on September 23, 2024. Please allow time for that correspondence to be received. For confidentiality reasons, we are unable to provide you with more details.
We strive to provide the best possible service and appreciate the opportunity to respond.

Respectfully,

Customer Care Department
Initial Complaint
Date:09/11/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I returned a leased vehicle on 7/26/2024. This was the end of the term, and the account was paid in full. The sales manager, ***** ******, at ******* Volvo of Mobile took possession of the vehicle. Since then, I have received numerous phone calls and letters telling me to return the vehicle. I have called, and was told the account was paid in full, and that it would just take a little time for the system to process everything. I have sent several messages on thier website, and received responses of "please give 2-3 business days to research you claim." They have now reported me as delinquent to the credit bureau. The account is paid in full. They have had the vehicle for six weeks. What else can I do to get anyone with any competence to resolve this?
Business Response
Date: 09/24/2024
Better Business Bureau
Serving Central & ******************;
***********************************************************;
**********,*******; 35205

Re: BBB Complaint ID# ********
       ****** ****

Better Business Bureau:

We received the above referenced complaint case regarding the account referenced above.

We have completed our research and responded directly to the customer via the ********** mail service on September 24, 2024. Please allow time for that correspondence to be received. For confidentiality reasons, we are unable to provide you with more details.

We strive to provide the best possible service and appreciate the opportunity to respond.

Respectfully,

Customer Care Department
Initial Complaint
Date:09/06/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I set up payment application on multiple occasions and Volvo did not process payment. Volvo never mailed or called to me to say any payments were past due. I did not see a charge on my August statement and called on 8/29 to find out what happened. I was informed the amount open was larger than I thought (even though no one ever contacted me). I immediately paid 100% of all amounts owed inclusive of late fees (and specifically said I did not care about the late fee cost - it wasn't worth fighting over - just fix my credit score because this is a Volvo issue with NO COMMUNICATION). I also asked for a manager to call me and was told I would receive a manager call back by 9/4/2024 at the latest. This was the second time I had asked for a manager to call me back. The *** acknowledged the previous request from months prior and that no one called me. I never received the call back from this request either. I called back today and was told no request for a manager call back was even put into the system on 8/29, I was also told that despite authorizing a charge on 8/29 for 100% of amounts open, Volvo was still showing open charges. I have several million dollars in open credit with 0 late payments. The Volvo errors are therefore having an outsized effect on my credit score/history (as it is the only negative). I have tried on numerous occasions to get this resolved. I need a manager to actually call me and for the credit ***orting to be corrected to show no lateness on my end as this was a Volvo side error. Please listen to all the voice recordings and call me back.
Business Response
Date: 09/12/2024
Better Business Bureau
Serving Central & ******************;
***********************************************************;
**********,AL 35205

Re: BBB Complaint ID# ********
      ****** ******

Better Business Bureau:
We received the above referenced complaint case regarding the account referenced above.
We have completed our research and responded directly to the customer via telephone on September 10, 2024. For confidentiality reasons, we are unable to provide you with more details.
We strive to provide the best possible service and appreciate the opportunity to respond.

Respectfully,

Customer Care Department

Customer Answer
Date: 09/12/2024

Complaint: 22249513

I am rejecting this response because: a representative called me saying they saw the BBB complaint I filed. I gave the representative the background and she told me a manager would call me to review in detail. I never received the call from the manager which is also consistent with my initial complaint - I keep being told to expect a call which I never get. Its so disrespectful.

Sincerely,

****** ******
Business Response
Date: 09/25/2024
Better Business Bureau
Serving Central & ******************;
***********************************************************;
**********,*******; 35205

Re: BBB Complaint ID# ********
      ****** ******

Better Business Bureau:

We received the above referenced complaint case regarding the account referenced above.

We have completed our research and responded directly to the customer via telephone on September 23, 2024 and via the **** Postal mail service on September 25, 2024. For confidentiality reasons, we are unable to provide you with more details.

We strive to provide the best possible service and appreciate the opportunity to respond.

Respectfully,

Customer Care Department
Initial Complaint
Date:08/30/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
08/29/2024 paid due $4096.21 amount to reinstate loan and bring terms current on vehicle that was wrongfully repossessed as the tow truck driver had another loan company on the repossession order on his phone which I could have called local law enforcement to stop them from taking the vehicle in the first place but when I spoke with Volvo Car Financial services about it they said they had nothing to do with who picks up the vehicle as it is third party, and yes they do because they ordered the repossession. They then make the process take more than a week now to release the vehicle and they claim all interactions take more than an hour response from their "supervisors" whom which you can not speak to directly because they claim they do not "unfortunately take calls directly". And they falsely state wrong information was sent from my end which is was not "wrong" is was just missing their name on the document to make them happy and prove what they are the lien holders you can't get insurance on a vehicle without them knowing the vehicle is a loan purchase they already know who the lien holder is. I'm going to seek out damages at court for loss of pay cause of their horrible process which is how "volvo does it" which is keeping me from getting work and the not needed fees added to the repossession process. As I continued to pay the loan and made a payment just 2 weeks before they put it for repossession. They deliberately make the process longer than it should be because they know you need a vehicle. They stated I was keeping her from sending an email to the "supervisor" claimed can't send an email while talking. Never again utilizing Volvo Car Financial Services. a FAX copy like we live in the stone age and can't email documentation. They're going to be close for the day in less than an hour and she told me to call back in ***** minutes and I'm most likely going to have to wait till the end of the 3 day weekend cause of their lack of "customer service".
Business Response
Date: 09/18/2024
Better Business Bureau
Serving Central & ******************;
***********************************************************;
**********,*******; 35205

Re: Complaint ID# ********
       ****** *****

Better Business Bureau:

We received the above referenced complaint case regarding the account referenced above.

We have completed our research and responded directly to the customer via the ********** mail service on September 18, 2024. Please allow time for that correspondence to be received. For confidentiality reasons, we are unable to provide you with more details.

We strive to provide the best possible service and appreciate the opportunity to respond.

Respectfully,

Customer Care Department
Initial Complaint
Date:07/18/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I began my lease with Volvo Financial Services Nov 30, 2023. I signed on for the lease to get the tax incentive off the purchase of the **** vehicle, and planned on buying the car at the end of 3 months. I was rear-ended 2 months into my lease. The person admitted fault and paid over $10,000 in repairs to my vehicle. Because I didn't own my vehicle, the diminished value of the vehicle could only be requested by Volvo Financial Services.When I contacted them, I was told that they would not work with the insurance company to get payment for the diminished value of the car, and even if a check was sent to them by the insurance company for the diminished value, they would not apply it to the lease of the vehicle so that I could purchase the vehicle at the true value. They said that any check sent to them would just sit there. When I asked for Volvo Financial Services to show me in writing their policy regarding diminished value, I was told by the supervisor that there is nothing in writing, that this is simply how it is done, and they said they would not provide me anything in writing.I read through the signed lease agreement and there is nothing in writing stating that diminished valued would not be sought in case of accident. I purchased the car at ******** Volvo in *******************, **. I continued to work with the sales team at ******** Volvo, to see if they could make a difference in this unreasonable, unethical, and illegal practice by Volvo Financial Services. As of today, 7/17/23, nothing has changed, and I have been pursuing this since April 2024.I would love to see Volvo Financial Services held accountable, and brought into better practice. I also would like compensation for the diminished value of the vehicle that I am still willing to purchase.
Business Response
Date: 08/13/2024
Better Business Bureau
Serving Central & ******************;
***********************************************************;
**********, *******; 35205

Re: Complaint ID# ********
       *************************

Better Business Bureau:

We received the above referenced complaint case regarding the account referenced above.

We have completed our research and responded directly to the customer via the **** Postal mail service on August 13, 2024. Please allow time for that correspondence to be received. For confidentiality reasons,we are unable to provide you with more details.

We strive to provide the best possible service and appreciate the opportunity to respond.

Respectfully,

Customer Care Department

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Volvo Car Financial Services is NOT a BBB Accredited Business.