ComplaintsforVolvo Car Financial Services

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  09/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  09/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  08/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  07/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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      

• Initial Complaint

  07/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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,
  
  *********************************

*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. ↩