Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/22/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Was told at time of purchase that loan had been approved at 1.99%. It turned out that load had NOT been approved and was hassled to provide documentation that was not asked for at time of purchase. Would not have bought vehicle it had been aware of invasive loan process.Business response
10/29/2021
Mr. ********** contacted our store using our Easy Purchase Program on the morning of 10/15/21. We quickly responded to his initial inquiry (9 minutes from time of inquiry until salesperson contacted him). The initial vehicle he inquired about was unavailable, but we did have a similar one on the lot that he chose instead.
After filling out a credit application, supplying us with driver's license and insurance card we were able to get Mr. ********** approved at 1.99% through Volvo Car Financial Services.
We delivered the vehicle to his home - 45 minutes away - the same day, 10/15/21 and 8.5 hours from his initial inquiry.
Several days later, 10/21/21, we were notified from our Processor of a missed stipulation; Proof of Income. The sales representative reached out to Mr. ********** to get that information in which he provided a pay stub for the monthly income from his job. As well as the monthly income from his job, we also needed proof of the "other taxable income" of $****** that he put on his credit application. After asking for that information Mr. ********** became irritated. The sales associate, finance manager and GM apologized profusely for the missed stipulation, then had VCFS waive the stipulation and offered $*** gift card for the inconvenience of having to provide the information after the fact. Mr. ********** declined the offer and only wished to return the car.
On 10/25/21, after much discussion with the CEO, CFO, COO, and GM, we traveled back to Waynesboro, with his $***** down payment check in hand, to pick up the vehicle from Mr. ********** and abide by his request to return the vehicle with a full refund.
Nearly all communication was done via text message - Mr. ************ desired form of contact. We can and will provide all messages between the customer, sales associate, and manager if needed.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
3150 Berkmar Dr
Charlottesville, VA 22901-1459
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.