ComplaintsforVolvo Cars of Charlottesville

• Initial Complaint

  10/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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.

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