Complaints

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:01/22/2025

  Type:Sales and Advertising 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 visited Courtesy Volvo on 1/3/25 and spoke with a sales *** and sales manager about turning in a vehicle I was leasing from Courtesy and ***lacing it with another vehicle that better fit my needs. Terms of the new lease didn't reflect what was discussed with the sales staff. I was presented with a series of iPad entries to sign which I wrongly assumed matched terms discussed. I returned the following day but was told by the manager that I should have scrolled through and read the text. I should not have trusted Courtesy to be honest during the leasing process. I was required to turn in my previous vehicle but was still charged the lease fee for January. They charged a fee for a vehicle which I no longer have in my possession and also charged for the ***lacement vehicle resulting in a double payment. Attempts to resolve have been ignored. **************** at ********************************************* is surprisingly poor and bordering on deceitful for a company ***resenting a high-end product. I should not have trusted the staff to negotiate in good faith, but I think it's reasonable to expect that I should not be charged for a vehicle which was in the dealer's possession. I wish to be refunded the January payment for the vehicle which was turned in.

  

  Business Response

  Date: 01/24/2025

  We spoke to the customer and resolved the issue.

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Purchase a ***** IS 300 2019 with ****** miles and after driving the car for 5000 it started leaking from the rear main seal. When I purchased the car they told me it came with a limited warranty and it cover all leaks.Took the car for a inspection to the dealership and they said the rear main seal was not cover. After going back and forth they said they will paid half if I do the repair with them. The dealership wants to charge me almost $5000 for the repair and I will be paying half of it about $2500.I took the car to a ***** dealership and they are only charging me $2500 for the whole repair. So obviously Volvo is not really helping, they are just pretending they are. I told them to pay half of the repair at the ***** dealership around $1259 and they refused.I would like to return the car and get my money back. It seems this car was never inspected before selling it. Found other issues that were not cauth by the dealership.

  

  Business Response

  Date: 12/12/2024

  We have reached out to the customer and have reached a mutual agreement for repair.  The vehicle is currently at our facility.

• Initial Complaint

  Date:08/14/2024

  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.

  On Monday, August 5th, I had my Volvo serviced because it wouldn't start. When I picked up the car, I was told everything was fixed, and I could take it home. However, when I got into the car, I noticed a crack in the windshield that wasn't there before dropping it off, and the crack started to spread. I immediately went back and spoke with the service advisor, ***************************, who said he would review the photos to ensure the damage didn't occur before I brought the car in. After reviewing the pictures, **** confirmed there were no cracks when the car was brought in and offered to cover the deductible if I filed a claim with my insurance. The next day, someone from their in-house glass repair contacted me, asking for my insurance information so they could arrange the repair. When I called Volvo back, I explained that we shouldn't have to go through our insurance since the damage occurred while the vehicle was in their possession, as **** had acknowledged. Despite this, Volvo is refusing to fix or replace the windshield unless it's done through my insurance.

  

  Business Response

  Date: 08/22/2024

  Reached out to Mr. **** to resolve the vehicle issue, left a voicemail.

• Initial Complaint

  Date:05/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 traded in a 2021 Volvo S60 on May 3, 2024, as part of leasing a 2024 Volvo XC60. Our agreement called for Courtesy to then pay off the balance of the Volvo Financial loan on the S60. To date (May 22), Courtesy hasn't paid off the loan and won't provide information explaining that failure. In the interim, I've contacted Courtesy and Volvo Financial many times. Volvo Financial has told me every time that it doesn't have any record of Courtesy sending the payoff. In the interim, I had to make a $928 payment on the car that I haven't owned since May 3. Courtesy Volvo must immediately pay off the loan on the S60 and refund the $928 payment I made on the S60 that Courtesy Volvo has owned for three weeks.

  

  Business Response

  Date: 05/24/2024

  The payoff check for ****************** trade in was originally sent via ***** May 13th.  Tracking reports show this check was not ever received by Volvo Financial.  A replacement check was sent May 21st and received May 22nd by Volvo Financial.  Since ************** paid an additional payment after the paperwork was done, there is an overage on his account.  ********************** Financial will send him a check for the overpayment.

  Customer Answer

  Date: 05/24/2024

  I will accept Courtesy Volvo's response *after* I receive a refund of the $928 payment I made on a vehicle that Courtesy Volvo has owned since May 3. Courtesy Volvo should send me the refund and then work with its affiliated company, Volvo ******************* to resolve the issues.

• Initial Complaint

  Date:03/16/2023

  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.

  On April, 2, 2022, Courtesy Volvo of Scottsdale violated US Code Title 15 - Commerce And Trade Chapter 41 - Consumer Credit Protection Subchapter I - Consumer Credit Cost Disclosure *************** Advertising and Limits on Credit Card Fees - Section ****. On April, 2, 2022, Courtesy Volvo of Scottsdale took possession of the requested down payment as an extension of consumer credit, in which the bank did not arrange or request.On April, 2, 2022, Courtesy Volvo of Scottsdale violated ******* Revised Statutes 44-1211: Fraudulent conveyance or other transaction with intent to defraud others or defeat creditors. Courtesy Volvo of Scottsdale purposely committed fraud by deceiving, misrepresenting, concealing, suppressing, and failing to disclose material facts regarding financing details, the extended warranty, and other details of the vehicle purchase, and consumer transaction.On May 2, 2022, Finance Manager, *********************, violated **** Arizona Revised Statutes - Revised Statutes 13-2916 Use of telephone to terrify, intimidate, threaten, harass, annoy or offend. ********************* called and threatened to come after me if I did not remove a consumer review from ***************

  

  Business Response

  Date: 03/28/2023

  Courtesy Volvo of Scottsdale has not violated any of the mentioned codes or statutes by collecting a down payment as part of a usual and customary business transaction.  Courtesy Volvo of Scottsdale has not done anything wrong.  There was no fraud, deception, misrepresentation, or other wrongdoings as part of this transaction.  The mentioned employee was no longer employed at Courtesy Volvo of Scottsdale in May of 2022.  If the customer wishes, we will purchase her car from her at current fair market value.

  Customer Answer

  Date: 03/28/2023

  Thank you BBB. I absolutely do not accept the generated response from Courtesy Volvo of Scottsdale. I have provided clear details of how and when Federal and State violations (FRAUD, DECEPTION, MISREPRESENTATION, AND WRONG DOING) occurred. I suggest Courtesy Volvo of Scottsdale review all the details that were provided. If they need a copy of details, they can request. Intentionally choosing to lie and deceive appears to be their consistent, and **** poor business practice. I don't care if ********************* is with the company or not, fraud was still committed while he worked for Courtesy Volvo of Scottsdale, therefore they are liable. Bottom line, Courtesy Volvo of Scottsdale was where the car was purchased. I highly suggest Courtesy Volvo of Scottsdale rethink their defense, as I have audio recordings of all of my factual documentation that was submitted. Try me. 
  
  

  

  Business Response

  Date: 04/05/2023

  Courtesy Volvo of Scottsdale has not done anything wrong, broken any laws or statutes.  We would like to keep our clients happy.  If the client would like to discuss these issues with the General Manager, we are happy to make an appointment to do so.

  Customer Answer

  Date: 04/06/2023

  Courtesy Volvo of Scottsdale will need to explain in detail how they have not broken any of the laws or statutes that have been provided. If their intentions were to keep clients happy they would not be committing intentional consumer fraud, and adding insult to injury by denying it. In addition, if their intention is to keep me, the client, happy they can honor my request or counter. I am not accepting this dismissive and erroneous position they are taking, in response to the serious and illegal acts they have committed. 

• Initial Complaint

  Date:04/28/2022

  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.

  n october I purchased a brand new Volvo and was upsold on the *** coverage which I was promised covered cracked windshields. Cut to a month ago and sure enough my windshield cracks. When I went to put in a claim for replacement I came to find that **** at Courtesy Volvo lied to me, signed me up for an altogether different coverage that did NOT cover what he promised and was significantly more expensive than the one he sold me on.Volvo is currently refusing to replace my cracked windshield. I have since found other reviews of Courtesy Volvo that also name **** directly and call him out for similar unethical practices (see attached).I am currently at a stalemate with Volvo and thought this might be an interesting piece for you. See below for the Email I sent to ******************************* (the General Manager) if you care to read through for more details.

  

  Business Response

  Date: 04/29/2022

  We have canceled the extended service contract that the client purchased (Ally ESC).  We have offered to sell him the windshield protection (VIP) at a discounted price to offset his insurance deductible.  At the time of sale, both products were offered (in addition to other protection products).  The contract that was signed by the client and signed for on the accept / decline form was for the Ally ESC which is what was set up.

• Initial Complaint

  Date:04/27/2022

  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.

  On 4/2/22 I visited Courtesy Volvo of Scottsdale. From beginning to end, I was lied to by *************************, Sales Manager, ************, ***************************************************** Vehicle Sales *******************************, ************, ************************************************************* "****" **** Finance Manager, *********************************************** ************. Long story short, they lied about everything! They didnt utilize the pre-approval provided by my bank. They deceptively documented all of the contracts with my banks name as the lien holder, even though they secretly went with another bank and increased by APR over 3%. When I asked about the APR I was told that higher APRS mistakes happen & that I could call my bank to modify. **** deliberately failed to tell me then that they used another bank. When I spoke with **** a week later he finally revealed that they changed the bank. His excuse was that the deal wasnt complete, even though I signed all of the contracts and he confirmed. I requested details showing my pre-approval was declined, the approval letter from the bank they chose for me without my knowledge, documentation of the final sale, & other documents. Its been 2 weeks and **** failed to provide those documents. Its been a month and I still have no documentation or contact information for the lien holder. **** lied about not having the ****************** to the warranty that was offered. He refused to cancel the contract upon my request when there were no ****************** provided. I called the warranty company, they told me that ****/Courtesy has the ****************** on site and that they shouldve been provided to me. **** told me that Courtesy only offers the Level 4 warranty, which was a lie. I have record of **** stating that Courtesy offers levels 1-4 but knowingly only offered me the most expensive warranty. The warranty company confirmed that levels 1-3 were an option for me. I have record of **** lying about the cancellation details of the warranty.

  

  Business Response

  Date: 05/06/2022

  We have emailed the client a cancellation request to sign and email back.  As soon as it is received, the extended coverage cancellation will be processed without charges or fees.  We were not able to obtain an approval on the vehicle she purchased through her **** of America pre-approval.  The loan was placed with another lender that did approve the vehicle to be financed.