Lease on my volvo xc90 expires in two months which prompted me to contact dealership to explore my options in obtaining a new car. Based on my credit score she obtained, the leasing agent offered me a monthly payment on a pre-owned car that would accomodate my financial situation. After viewing the car on-line, I agreed to a car and went to the dealership with an open morning appointment.
Upon arriving the agent appeared irritated and made a sarcastic remark about my late morning arrival. I test drove the car and decided to purchase. As she completed paperwork however, she informed me that she had made a "mistake" and could not give me the package we had agreed on. I questioned her motives, told her I was firm on my monthly payment. She then left the office and upon returning notified me that her "manager" could not approve her intial offer. She Provided no apology for her "mistake".
I left the dealership without a new car, feeling cheated and lied upon. Two days later I returned to the dealership to explore other car purchasing possiblities. As I did want another volvo. The "lovely" leasing agent again expressed irritation and displeasure with me, this time for not having an appointment. She stated she was very busy dealing with "brokers" over the telephone. I apologized and offered to wait for her to free up.
After reluctantly taking me out to test drive two cars, we reached an agreement on the price and without needing to "check" with her manager for authorization, she obtained approval for my new car loan. I left to pick up the extra keys on my lease return while she completed paperwork.
I returned to sign the completed loan, and finish up transaction. At the point of turning over xc-90 keys to agent, she informed me that we were done as soon as she calculated over mileage fees I needed to pay on the lease return. These unmentioned fees, totaled to over $7,000.
The "lovely" agent once again expressed frustration because " I should have known" that these fees were payable upon returning the lease and made referrence to the lease contract, I signed five years ago. I apologized again for my lack of information on car leasing policies. At this time I recalled that the selling agent, from this same dealership, on my current volvo assured me that it was customary not to charge excess mileage fees if one purchased another volvo from same dealership.
The "lovely" agent was applaud that I was not familiar was leasing policies and very condescendly told me that it was absured of me not to be aware that lease returns had to undergo an inspection and that even more fees would be added on to the return. How would I not not this, she stated.
Well, I wasn't aware. I would have been if she had taken the time to inform me of the additional costs involved upon end of lease. I would not have wasted two of my vacation days at the volvo dealership knowing that I could not afford to pay the extra mileage fees plus any other fees for assessed unreasonable wear.
As I was not in a financial position to pay these additional fees, to close up the deal, Ms. "lovely" was quite upset, for "wasting" her time and instructed me not to return without an appointment.
I left the dealership feeling disrespected, mislead and completely humiliated.in fact, on the drive home, I reflected on my entire customer experience at Ontario Volvo. My first experience with a car lease was also not a pleasant one either. Although the agent was not unpleasant, he did stick me with an expensive lease program that i'm too embarrassed to mention.
The service department at that time was not very courteous which prompted me to schedule maintenance visits and repairs at another volvo dealership.
My entire negative experience with this volvo dealership, made me recall my late father's purchase of a brand new volkswagen van in the 1960's. This red beautiful van turned out to be a total lemon. His entire life savings went into buying this van cash. He spent the rest of his life feeling very negative about volkswagens and never allowed any of his children or family to buy a v.W. My very large family continues to boycott volkswagen cars. I am seriously contemplating starting a boycott on volvo's. After all my experiences haven't been so pleasant with the selling agents or service staff at Ontario volvo.
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