ComplaintsforVolvo Car Financial Services
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Complaint Details
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Initial Complaint
05/30/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
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
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 DepartmentInitial Complaint
05/14/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
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 35205Re: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 DepartmentInitial Complaint
05/14/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
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 DepartmentInitial Complaint
05/09/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
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 DepartmentInitial Complaint
05/06/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We turned the car into the Volvo dealership on ******************************************** on 12.12.23. The dealer advised us there was no damage and nothing further was owed. In January 2024, the dealership sent a letter to them advising them there was no damage. But these terrible letters persist asking for $365.Business response
05/16/2024
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 16, 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 DepartmentInitial Complaint
05/06/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Volvo Financial has kept 2 overage payments of $852.07 each ($1,704.14 total) which I did not owe them, and which were promised to be refunded to me. Following a lemon law hearing and decision in my favor, Volvo bought a vehicle back from me on February 26, 2024, and I was refunded only the payments I I had made UP UNTIL THEN. However, it took Volvo Financial TWO ADDITIONAL MONTHS AFTER THAT TO CLOSE MY ACCOUNT, during which time I was instructed by them to make two more lease payments on a car I no longer had or owed money on. They told me I had to do this to protect my own credit report, and promised that any overage would be refunded within 15 business days of them closing my account. My account has now been closed for about 2 months, and each time I call to check the status of my refund, they give me a runaround and no clear answers. I have never dealt with more incompetent and uninformed customer service reps than this,. They have kept me on hold for over an hour at a time while they search for answers and records which they never seem to find. They do not seem to understand the most simple of scenarios or calculations and have no idea where to look in their system for data or records. During my last 3 (lengthy!) phone calls with them, I have been given several different insufficient answers about where my refunds might be. These include: (1) sent to the dealership instead of me (2) sent to the 3rd party buyback facilitator instead of me (3) not sent at all. One agent named ***** told me these checks were issued on March 15 and 18, but all the other agents who have answered the phone since her, have told me that they have no idea what ***** was referring to and don't know where to look for it (How about in their bank register of outgoing checks??) I last spoke with them on the afternoon of May 3, 2024 (for over 1 hour) during which time the agent was unprofessionally silent and unapologetic. I was told no manager or supervisor was available to speak with me.Business response
05/22/2024
Better Business Bureau
Serving Central & ******************;
***********************************************************;
**********, AL 35205Re: 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 DepartmentCustomer response
05/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and you may now close this case. Please note that resolution had to be reached with the participation of the 3rd party buyback facilitator, and that Volvo Financial Services remained uncommunicative and lacking in service and information throughout. Still the worst customer service experience I have ever had, and they deserve much less than a B rating.Initial Complaint
04/15/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Returned a leased vehicle to Volvo, *********, **. Car was accepted with ****** miles under lease allowance. This car was garage kept and used mostly to drive around town. Upon the lease return, I leased another vehicle with Volvo, Manasquan. Have been a loyal Volvo driver for 25 years. I am being charged for excessive wear and tear which is totally untrue. The amount Volvo Financial Services are charging/billing me is $275.09. I have tried several times to contact Volvo Financial Services several times. On one occasion I was asked to have the dealership send a letter to state the car was returned in good condition. The Sales Manager sent them the letter to no avail. I still tried contacting them and never received any return calls.Business response
04/26/2024
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 April 26, 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 DepartmentInitial Complaint
03/14/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Dear ***/*****,I am writing to file a complaint against Volvo Financial Services. My husband ********************** and I, ***********************************, have had an outstanding credit score of over 740 for several years. In 2020, we purchased a Volvo XC90 car and have never missed a payment. However, in December 2023, our payment was returned for an unknown reason, as our bank account with *********** had sufficient funds. We tried to resolve the issue through the Volvo Financial website and by phone, but we were unsuccessful. It appears that the missed payment occurred due to a technical issue with Volvo Financial Services. We had enough funds across all our bank accounts on the due date. On January 2024, the December and January payments were debited. Unfortunately, our credit score has decreased by over 100 points, destroying our chances of getting the house loan we applied for this March. This is despite earning a good monthly salary, having reasonable rent, a low monthly payment for our Volvo car, and zero credit card debt. We demand that Volvo Financial Services take responsibility and immediate action to resolve our credit score so that we can move forward with our house loan. Thank you for your prompt attention to this matter. Sincerely, *************************** Sentucq **********************Business response
03/22/2024
Better Business Bureau
Serving Central & South *******
**********************************************;
**********, ** 35205Re: Complaint ID# ********
****** Sentucq
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. Postal mail service on March 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 DepartmentInitial Complaint
02/28/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
We purchased a Volvo XC 90 and financed $10k. On first payment, due date was 2/1/2024 we payed via check $10,000 which was received by Volvo Car Financial 1/21/24, cashed 1/26/24, cleared and funds transferred to Volvo Car Financial on 1/29/24. Subsequently Volvo is claiming the bank put a stop payment on the check and to this point (2/28) has not credited my account - verified with bank that once a check is cashed and deposited they are unable to place a stop payment - bank confirmed funds deposited by Volvo. So far have received the run around via submitted online claim with repeated delays and comments to allow for research and review. Have also provided copy to Volvo Car Financial of processed check as proof of payment and deposit.Essentially have stolen $10k.Business response
03/13/2024
Better Business Bureau
Serving Central & South *******
**********************************************;
**********, ** 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 with ****************** via telephone on March 5, 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 DepartmentCustomer response
03/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your assistance.
Sincerely,
***********************
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Customer Complaints Summary
85 total complaints in the last 3 years.
46 complaints closed in the last 12 months.