ComplaintsforVolvo Car Financial Services

Billing Services

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Initial Complaint
07/16/2024
Complaint Type:
Billing Issues
Status:
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.
I am a Volvo XC 90 leasee. I recently (3/24) signed a lease for a new 2024 hybrid/rechargeable XC90. This is my third XC 90. They are great cars. In March of 2024 I turned in my 2021 XC 90 early (car was due in May 2024) to sign a new lease on the 2024 vehicle. To accommodate the dealer, I took the car immediately, even though I was heading on vacation. I live in *** (*********) and park my car in a garage. The dealer came to my garage to collect my 2021 XC 90 while I was on vacation. They took one but not both key Fobs from the garage. Now, I am receiving a bill from Volvo Financial Services for the missing fob (I have this) and for the small metal plate which covers the rear tow hook. This plate was in the trunk (under the cover which hides the spare tire). There is no way they could have inspected the car for assessment of damages nor re-sale without locating this plate. There were additional charges for wear and tear, which is my responsibility.There are several problems I have with this charge and I will not pay for Volvo not properly retrieving the key fob not for not looking in the trunk for the metal cover plate. As I turned the car in early, and the dealer inspected the car, there was no mention of additional fees nor an offer to have the car pre inspected. Why would I not do this?I am a loyal Volvo enthusiast and have never missed a payment.
Business response
07/23/2024
Better Business Bureau
Serving Central & ******************;
***********************************************************;
**********,AL 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 telephone on July 17, 2024, and by U.S. ************** mail on July 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
07/12/2024
Complaint Type:
Billing Issues
Status:
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.
The issue revolves around the return of a leased vehicle, which we did at the end of March. We pulled ahead early at a dealer out of state so we did not have time for a pre-return inspection. The inspection was completed about a week after we returned the vehicle. We recieved a bill in the mail for excessive wear and tear. The majority of the charges are for a lost key which is legitimate at $346+ tax . The was also a charge for a scratch at $68+ tax, which was not there when I dropped off the vehicle, but I cannot prove was not there becasue i do not have close-up pictures of the vehicle at that location. The main issue is what they are stating is a 'stain' and are charging $75+tax for excess wear and tear. The seats on the vehicle are cream in color and anytime a person gets in or out of the car with demin jeans, especially on wet dasys, on, a transfer of the jeans dye is left on the seat. The **** on the seat is easily removed with soap and water. It is a procedure that I do several times a year due the light seats. I currently have the same seats in my current vehicle and have a video where i show how the **** is removed. They will not accept this is proof that the item is not a stain and thus not excess wear and tear. They provided my no recourse for proving that the item is not a stain and thus not subject to the excess wear and tear clauses in the contract. The issue that I have is that I have no recourse to challenge a fraudulant charge. They only accept faxed documentation, which does not allow me to show that it is not allow me to show video evidence. They also will not accept anything other than picture of the spot before i turned the vehicle in. I have not yet paid the final wear and tear invoice as do not have reasonable recourse to challenge the charge. My complaint is that VCVS does not provide reasonable recourse for challenging the validity of a charge.They are currently threating me with a 'charge off' in 3 weeks to hurt my credit
Business response
07/23/2024
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 telephone on July 17, 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
06/27/2024
Complaint Type:
Product Issues
Status:
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.
Withheld refund for 10 weeks. I should receive interest on $13800 for that period.
Business response
07/09/2024
Better Business Bureau
Serving Central & ******************;
***********************************************************;
**********, AL 35205

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

Better Business Bureau:

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

We have completed our research and responded directly to the customer via the U.S.Postal mail service on July 9, 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
06/13/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have had numerous problems with this incompetent organization. They have been unable to process my autopay, unable to furnish a receipt after I sent payment, unable to process payments from anything other than a checking account, the website has been down and unable to process payments numerous times, unable to get resolutions by phone, unable to see my account balance, and now they are telling me that I am in default of terms for a car that I already returned several months ago. On their website I see no account balance. All the while they have damaged my credit report which has caused significant detriment - and they have been unavailable to resolve it in any way. This company has been ruining my credit while being unable to provide basic details like account balances or receipts for payments made. In addition to this activity being illegal, they are also incompetent and unremorseful.
Business response
06/24/2024
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 U.S.Postal mail service on June 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
06/11/2024
Complaint Type:
Product Issues
Status:
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.
I contracted a Volvo under the Volvo care plan. I was told it included glass replacement which was one incentive to the Care Program. I was later informed that they gave me the wrong information and it was only glass replacement at return. I was told that there was a $1K credit towards any return fees. After return they said oops it is only for wear and tear. The insurance information was not provided to MVD despite multiple requests which resulted in a Registration Hold. When I needed to return the vehicle and I called to understand what steps were required. I was told just drop it off. At drop off we were told yep just leave it. I called to confirm why it was still on my credit report and they mailed me a closure letter saying the account was closed and paid in full. Then, I received a bill for $1800. The bill contains no mileage accounting. I was not given nor did I sign an odometer statement. While the Care plan is cool in theory the dealerships are not really informed on the program and the various divisions are not communicating. They put the burden of the process failure on the client which is unacceptable.
Business response
06/25/2024
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 U.S.Postal mail service on June 25, 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
Customer response
06/25/2024

Complaint: 21834297

I am rejecting this response because:
I have not yet received the correspondence from VOLVO as it was sent by mail. I need the complaint to remain open so that I can confirm whether or not I agree.

Sincerely,

*********************************
Initial Complaint
05/30/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
Purchased a new car, paid in full! Volvo is not sending Title for new care purchase! Preventing Titled ownership.
Business response
06/12/2024
Better Business Bureau
Serving Central & ******************;
***********************************************************;
**********,AL 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 U.S. ************** mail on June 6, 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
05/24/2024
Complaint Type:
Billing Issues
Status:
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.
I had a lease with Volvo at the end of the lease. I was charged $1332 for excessive wear and tear. I called Volvo financial and asked if that could be forgiven or reduced. I was told that I could pay $1000 and close the account. I was not aware that this would be considered a settlement and would go on my credit report and negatively affect my credit by 131 points. The remainder of the balance of my account is $332.87. Online it says I can still manage my account. I have documentation that it was paid to Volvo which they accepted. They did not apply to my account balance. I called Volvo. The Volvo representative said the account had been closed. I asked why I could not close my account balance he said because I "settled". I told him I did not know that this was going to damage my credit. He told me if we allowed you to pay then we would have allow everyone. I asked why wouldnt you want your existing customers to pay their debt and not damage their credit. He also said that if was Volvos mistake then he could rectify it. I asked why wouldnt you afford your customers the same luxury if they make a mistake like I did. I made a mistake. I did not understand the full ramifications of not paying the full amount. Furthermore, I am still able to manage my account online. I attempted to pay the remaining amount that is listed. It was taken out of my bank account but was not applied to my account balance. So ********************** accepted the payment but did not apply it my account. This was taken from my account on May 7, 2024. No attempt has been made to contact me about this amount of money or return this money that Volvo has accepted but not applied to my balance of my lease. I have included bank statements providing proof of the payment as well as Volvo account statement that shows the existing balance.
Business response
06/05/2024
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 telephone on May 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
Initial Complaint
05/14/2024
Complaint Type:
Customer Service Issues
Status:
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.
On 4/30/24 I paid off my vehicle and I Overplayed them $500 and they said I will receive my money back after 14 days. I called to find out if the check has been mailed and now they say I have to wait 20 days. My vehicle tags are expired and I need my money back to re-new my vehicle registration.
Business response
05/23/2024
Better Business Bureau
Serving Central & ******************;
***********************************************************;
**********,AL 35205

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

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 May 22, 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
05/14/2024
Complaint Type:
Customer Service Issues
Status:
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.
Account Number: ************* Vehicle Description: 2022 VOLVO XC90 MOMEN VIN: ***************** Dear Volvo Financial Services,I am writing to formally dispute the excessive wear and tear charges outlined in the lease turn-in inspection report for my vehicle, which was conducted on May 6th, 2023. My vehicle was returned to ***** Volvo in ******** on April 27th, 2023, as part of the Volvo Pull Ahead Program. It is unacceptable that damages claimed in the report were not present when I left the car at the dealership.I have video proof, taken immediately prior to leaving the dealership lot, which clearly shows the condition of the vehicle at the time of drop-off. This video evidence confirms that the scratches and damages cited in your report did not exist when I handed over the vehicle. Therefore, the damages must have occurred while the vehicle was in the custody of ***** Volvo, not while it was in my possession.As a loyal Volvo customer who has recently purchased a new **********************, I find this situation deeply troubling. The charges you are attempting to impose are unjustified and unacceptable, considering the evidence I have that exonerates me from responsibility. This period when the car was not under my control clearly points to the dealerships responsibility for the alleged damages.I request that you immediately waive all charges for excessive wear and tear listed in the inspection report. If this matter is not resolved in a satisfactory manner, I will be compelled to reconsider my future relationship with Volvo, despite my previous loyalty and satisfaction with your vehicles.Furthermore, if these charges are not promptly removed, I will have no choice but to explore all available legal options to protect my rights and ensure that I am not held accountable for damages I did not cause. This may include seeking legal counsel to discuss potential action against Volvo Financial Services for unjust and fraudulent charges.I expect a prompt and fair resolution.
Business response
05/21/2024
Better Business Bureau
Serving Central & ******************;
***********************************************************;
**********,AL 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 telephone on May 20, 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
05/09/2024
Complaint Type:
Order Issues
Status:
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.
I leased a 2020 Volvo XC-90 Plug-in Hybrid and recently turned it in at the end of my contract. At such time, I noted I went over he mileage and was willing to pay for it - but hoped they would do business in good faith given the residual value of the car per the contract is $32,363,30 and every single valuation I've seen on this car places its fair market value well above that. However, Volvo is now asking I not only pay $1,900 for the mileage, but an additional $2,500 for "Excessive Wear and Use" and another $1,000 in taxes and other fees, with an all-in total of $5,500. My monthly payments were only $850. I've called multiple times to resolve this reasonably, as I've given them back a car that's worth more than the value I could have forced them to let me pay for it. I've even asked them to go ahead and let me buy it out now so I can then instead sell it and they've refused since I signed it over. They've since harassed me, calling me multiple times demanding full payment and rudely hanging up on me when I tell them this is extortive behavior and I'd like to come to a more reasonable settlement.I'd be willing to settle for a reasonable amount - but the best they've offered is $3,500 which is still wildly unreasonably given, even if I paid them nothing, they'd still make significant amount of money off the fact the car is worth thousands more than the agreed residual value. Can you please help?
Business response
05/22/2024
Better Business Bureau
Serving Central & ******************;
***********************************************************;
**********, AL 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 U.S. ************** mail on May 22,2024. 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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