Complaints

• Initial Complaint

  09/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On August 13, 2023 I went to the Open Road Volvo Dealership located in Edison, NJ to find out what my options are regarding near end lease term. I dealt with a sales person, Samuel J******. We went over pricing regarding buy out option vs returning current lease vehicle and swapping for a new lease. I was reassured that there would be no charge for the current lease regarding excessive mileage nor regular wear and tear if I sign a contract for a new 3 year lease. Based on the term negotiation I decided to get into another 3-year lease term with this specific dealership. I fully trusted my sales person and the finance manager, Dan due to the fact that I am a loyal customer of leasing two 3-year leases prior to this one and never had any problems in the past. Yesterday, 09/13/23 I received a letter from Volvo Financing stating I owe $4,236 for excessive mileage, wear and tear and sales tax on the 2020 volvo xc90 that I swapped for a new one. After calling and sending numerous messages to my sales person, Samuel J****** I am yet to receive a callback. I spoke with the sales manager Dan and was told that nothing of this was discussed and that I don't have anything in writing to prove the "verbal agreement" with my sales person. After I explained to him our agreement word for word and that I received a reassurance from his employee, he said he doesn't believe me and hung up on me. I am seeking for the invoice in the amount of $4,236 to be fully voided as this was definitely not the agreement I signed up for. I wouldn't agree to not buy-out that lease that had a balance of $35,500 had I known I will be charged $4,236. Financially, it doesn't make sense. I was lured into this agreement by being told lies.

  Business response

  09/25/2023

  Leo Angelicola, General Manager of Open Road Volvo,has been in contact with the customer. We will have a general release signed this evening with an agreement to reimburse them with $3000. We apologize for any miscommunication.

  Sincerely,

  Missi C********

  Customer response

  09/26/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  ****** *****

*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. ↩