Business Profile

Billing Services

Volvo Car Financial Services

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Billing Services.

Complaints

This profile includes complaints for Volvo Car Financial Services's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

89 total complaints in the last 3 years.
27 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/14/2025
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.
Volvo Car Financial Services has provided one of the worst customer experiences I have encountered. Their practices appear solely focused on aggressive debt collection, with minimal regard for customer satisfaction or fair business conduct. Based on my experience, I strongly advise potential customers to consider alternative financing options rather than using Volvo Car Financial Services.Poor Database Management:After updating my address, Volvo Car Financial Services failed to synchronize this information internally. The debt collection department had my new address, while the payment processing department continued to use the old one. As a result, my payments were incorrectly processed for three consecutive months, significantly harming my credit score. Despite this error originating from their internal processes, Volvo Car Financial Services refused to acknowledge responsibility or rectify the issue.Unjustified Charges:Volvo Car Financial Services frequently seeks opportunities to apply unwarranted additional charges. Even after carefully adhering to all provided guidelines and timely payments, I was unjustly billed hundreds of extra dollars for minor issues upon returning my leased vehicle. Specifically, a $150 fee was imposed for a windshield crack that had been professionally repaired and measured less than half an inch.Unreliable Online System:Their website consistently suffers from frequent outages, complicating essential account management tasks. Coupled with persistent failures in updating their internal databases accurately, this unreliability makes it difficult to trust the accuracy of their records or the status of my payments.Potential customers should be aware of these ongoing issues with Volvo Car Financial Services. Transparency regarding their practices is essential for making informed decisions.
Business Response
Date: 07/24/2025
Better Business Bureau
Serving Central & *************
P.O. Box 55268
**********,AL 35255

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 2025. 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 Experience Resolution Team
Initial Complaint
Date:06/18/2025
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.
hello i returned my Volvo 2022 XC60 on the day it was due back on 3/17/2025 when was also picking up a new 2025 XC60- at the time of the return i was told by the salesperson, ********* and the manager *** ******** that i was missing the second key which i returned within an hour. no one told me that i was missing the charging cable as per *** ******** there was no requirement at the time and it only became effective after they received an email from Volvo financial on 5/2/2025- about 45 days after my car was returned. Volvo is now charging me over $1,100.00 for that cable which i have already returned to the dealership immediately after i received the bill from them sometime in may of this year. they already have the charging cable and should not come after me for it anymore- i really appreciate your help with this.
Business Response
Date: 07/03/2025
Better Business Bureau
Serving Central & ******************;
***********************************************************;
**********,AL 35205

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

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 3, 2025 and via ******************* mail on July 7, 2025. 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,

Lease End Experience Department
Initial Complaint
Date:06/03/2025
Type:Billing 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.
My husband and I financed a Volvo vehicle in September 2024 through Volvo Car Financial Services. As part of the loan, we added the optional Tires and Wheels Protection Package for $4,228.00. We were told by the dealership finance associate at the time of signing that we could cancel this package at any time.On February 18, 2025, I submitted a formal request via email to cancel the Tires and Wheels package and requested a refund. I received no response from the finance associate who originally assisted us for more than two weeks. After several follow-ups, I was finally told in early April that the district representative had expedited the processing of your refund check and that we should receive it via **** mail within the week. That refund check never arrived.Despite numerous follow-up emails and escalating the matter to other departments, including directly contacting Mr. *** ******, who was supposed to handle the refund, we have received no resolution or further communication from him or ************************* mid-May, my husband went to the dealership in person and spoke with the same finance associate. He was then told the refund would no longer be issued as a check and would instead be applied to our loan balance directly. However, as of today (June 2, 2025), this adjustment has still not been made, and our loan balance has not been reduced accordingly.This situation has been ongoing since February, and weve experienced consistently poor communication, lack of follow-through, and what feels like an intentional withholding of a significant amount of money owed to us. In addition to the refund of the full cancellation amount, I also request that the $25 cancellation fee and Cancellation % fee of $93.46 be refunded, as these fees are unreasonable given the circumstances, prolonged delay, and lack of professional handling of our request. Thank you for your attention to this matter.
Business Response
Date: 06/17/2025
Better Business Bureau
Serving Central & ******************;
****************************************************;
**********, *******; 35205

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

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 June 16, 2025. 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 Answer
Date: 06/17/2025

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.

Sincerely,

**** ********
Initial Complaint
Date:04/21/2025
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.
As a customer who has been loyal to ********************** for many years, I never imagined Id have to write a review like this. Unfortunately, my recent experience has been so appalling that I not only will never do business with Volvo again, but *** also made sure to inform my friends and family to stay far away from the brand.After returning my leased Volvo, I was blindsided with a $5,000 charge for so-called wear and tear that was completely fabricated. The invoices and explanations provided were inaccurate and falseclearly an attempt to extract money through dishonest means. Despite trying to resolve the issue directly and in good faith, Volvo took the step of reporting this to the credit bureau without warning, even though discussions were still ongoing.This is not the conduct I expect from a reputable company. The level of dishonesty and disregard for their customers is staggering. Legal action is now being pursued for the damage this has caused.Volvo used to represent quality and integrity. Sadly, that image has been shattered. If youre thinking of doing business with themdont. You might be next.Let me know if you want it toned down or made even sharper.
Business Response
Date: 05/01/2025
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 May 1, 2025. 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 Answer
Date: 05/01/2025

Complaint: 23223993

I am rejecting this response because:
Volvo has shown a clear lack of care in properly addressing and resolving my case. Their response does not acknowledge the false claim made against me, nor have they made any meaningful effort to assist in clarifying or correcting the issue. Despite my attempts to communicate and provide explanations, their handling of the matter has been dismissive and unhelpful.

This experience reflects poorly on their customer service and accountability, and I am extremely disappointed by the absence of any real effort to make things right.

Sincerely,

****** *******
Customer Answer
Date: 05/12/2025

Good afternoon,

I have received a response from the business, but I am not satisfied with the result.

In fact, the situation has only gotten worse. I received another call from a Volvo representative who was rude, dismissive, and completely unwilling to listen or assist in resolving the matter. Their tone and approach were unprofessional and made it clear they had no interest in working toward a solution.

If this is how Volvo chooses to treat its customers, then they absolutely deserve the lowest possible rating. My claim against them still stands, and I am extremely disappointed with their conduct.

Thank you,

****** *******
Business Response
Date: 05/13/2025
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 May 6, 2025. 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
Date:01/15/2025
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.
the Volvo leasing co billed me for a whole year of taxes around 2400 when the car was returned early in the year and the actual tax was about 300 - they are refusing to admit and sending the bill to collection and very rude about it , poor customer service and accustomed to overcharging
Business Response
Date: 01/30/2025
Better Business Bureau
Serving Central & ******************;
***********************************************************;
**********,*******; 35205

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

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 January 30, 2025. 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 Answer
Date: 01/30/2025

Complaint: 22811489

I am rejecting this response because: VOLVO was overcoming me and when I was inquiring about reducing the amount which they did - the company sent bad report to the credit agency and would like them to withdraw it

Sincerely,

******** *******
Business Response
Date: 02/07/2025
Better Business Bureau
Serving Central & ******************;
***********************************************************;
**********,*******; 35205

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

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 February 4, 2025. 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 Answer
Date: 02/10/2025

Complaint: 22811489

I am rejecting this response because: they did bill me correctly after a lot of phone calls, they were rude about and said "pay what we bill " or it will be sent to credit report company, they did not clear my credit report and apologies for over billing

Sincerely,

******** *******
Customer Answer
Date: 02/10/2025
please let volvo financials to send a correction and acknowledging fault to credit bureaus
kp
Business Response
Date: 02/25/2025
Better Business Bureau
Serving Central & ******************;
***********************************************************;
**********,*******; 35205

Re: BBB Complaint ID# ********
      February 11 and February 25 Rebuttal
       Prakash

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 February 25, 2025. 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
Date:01/09/2025
Type:Product 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.
We leased a 2022 ***** XC 90 recharge which was financed through this business. We returned the car and leased a new 2025 vehicle. A month later received something in the mail that we owed $1000 for a missing charging cable. We located the charging cable - had never used and was just in the garage but were never given an opportunity to return. Feels deceptive that with more electric vehicles being leased, they are not checking for this cable to give customers the opportunity to return.
Business Response
Date: 01/24/2025
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 the ********** mail service on January 24, 2025.
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,

Lease End Experience Department
Customer Answer
Date: 02/03/2025

Complaint: 22790892

I am rejecting this response because:
They have not. We have not heard anything but that they are looking into it.

Sincerely,

******* *****
Customer Answer
Date: 02/04/2025
They reached out and said there was nothing they could do.
It does not seem right to me that we returned the car to the dealer (and leased another car from them) and then they sold it before contacting us to tell us they were missing / billing us for $1,000 wire. This is not something you leave in your car and we were renovating and not at our home at the time so didnt even notice this in the garage.
My understanding from the dealer is we are not the only customer who this has happened to. With more people leasing electric cars, there should be a checklist or at least the opportunity to provide a wire. They had my number and never reached out.
This is either a very poor business practice or a way to bill customers for something they are selling at a much lower cost.
Business Response
Date: 02/07/2025
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 February 7, 2025. 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 Answer
Date: 02/14/2025

Complaint: 22790892

I am rejecting this response because it is unreasonable and not consumer friendly. Particularly when I also just leased and financed another car from them. To not give a customer an opportunity to return something and then bill them $1k does not seem like a fair business practice.
There should be coordination between the dealership and financing arm to ensure customers are aware of any surprise billing.

Sincerely,

******* *****
Initial Complaint
Date:12/04/2024
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.
I can confirm that I am **** ***** and authorize you to proceed with complaint

Customer Answer
Date: 12/04/2024
I am responding to the request for payment on behalf of **** *****. For reference the account number is *************. The balance is $ *******. Mr ***** returned his leased vehicle in January ************************************************** October 2023 as per the requirement of the lease.The result of the October inspection was a 74 dollar charge. When the car was turned in, there was a charge revised return fee of $*******. There was no change in the condition of the vehicle in the intervening time. He has reached out numerous times to resolve this issue; but the leasing company has not been helpful, and refuse to honor their initial estimate of the lease return amount, charging me more for their error. There was no change in the vehicle condition from their initial review to the turn in date two months later. I followed all instructions. Please desist your contact for payment, and **** ***** followed all required procedures for the return of the vehicle and you have not honored the pre return estimate, choosing to breech that agreement
Business Response
Date: 12/13/2024
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 December 13, 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
Date:11/27/2024
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.
Volvo financial service is charging me $1,552.16 for wear and tear at lease return. The reason is that they claim that I have 'mismatched tire size'. They claim that the size of the tires on the car should be 235/45/20 front and 255/45/20 rear, but the tires on my car are 235/45/15 and 255/45/15. I never changed any tires during my lease. Instead of looking into this issue themselves, they asked me to reach out to the dealership for a proof that the size '15' tires are the tires that I got on the car at lease begin. The dealership (Volvo cars Princeton) did not keep a record of this, and there is no way they or I can prove that. They are charging me $1,552.16 for things that I never did, and the dealership failed to provide records that they should have.
Business Response
Date: 12/03/2024
Better Business Bureau
Serving Central & ******************;
***********************************************************;
**********, AL 35205
Re: BBB Complaint ID#********
        Xieyang Jia
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 December 2, 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,

Lease End Experience Department
Initial Complaint
Date:10/22/2024
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.
Volvo failed to process auto-pay or notify me that a payment did not go through. I did not receive a call, email or mail that payment did not go through. I did however receive other communications asking me to purchase more product. I called Volvo when I noticed a payment did not go through and made payment immediately when I was told Volvo did not process. I have called many times asking to speak to a manager. Volvo consistently tells me that a manager will call and then no manager calls. Each representative gives a different reason for the situation. In the end, Volvo is negatively impacting my credit score for Volvo errors. This is the most unprofessional financial services company I have ever dealt with. I cannot see myself ever getting another Volvo due to the disrespect, mismanagement, and poor customer service of *********************************************. This matter has been going on for months. Volvo needs to actually resolve this. I need a real resolution here - not a fake response that Volvo will answer privately.
Business Response
Date: 10/31/2024
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 October 24, 2024, and via the **** Postal mail service on October 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
Customer Answer
Date: 11/04/2024

Complaint: 22455586

I am rejecting this response because a representative called me and said someone else who is actually working on the matter would call me. I did not receive that call nor the letter they claim was sent out the same day as their response. The person who called did not have any meaningful information and was not someone who (according to the person who called) had any authority to actually work on resolving this.
To consumers reading this, the notion that Volvo is not responding publicly for confidentiality purposes is silly. They provide a blanket response to try and avoid the issue. This is the most unorganized and unprofessional financial services company I have ever worked with.
This is the last time I ever lease a Volvo. The car is great, the price was fine, but the financial services company is a disaster and their refusal to fix their mistakes and force people to turn to the BBB is not worth the car or price. The amount of time spent dealing with their financial services team costs significantly more than just spending the money on a more expensive car.
Sincerely,

****** ******
Business Response
Date: 11/07/2024
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 November 7, 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
Date:09/16/2024
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.
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
Date: 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

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Volvo Car Financial Services is NOT a BBB Accredited Business.