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Prices Paid: Buying & Leasing Experiences Volvo S40 Prices Paid and Buying Experience
692 messages, Last post on Sep 15, 2008 at 3:03 PM
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(This is what I wrote the dealership, Volvo and the dealer's holding company (edited to remove names per this forum's rules). Their meager response follows.) I am writing to let you know about my experience purchasing a used 2003 Volvo C70 from Herb Gordon Volvo. I was introduced to the dealership through a purchase attempt through e-Bay on which I lost out to a higher bidder. However, I was visiting the Silver Spring (MD) area over Thanksgiving, so I stopped by to talk to the Sales Manager who introduced me to a salesperson who would be my primary contact. The salesperson showed me the 2003 model that was on the lot, but at the time I had my heart set on a used 2004 and was willing to wait. Over the next several weeks I received a couple of calls from the salesperson trying to interest me in the 2003 model, and she quoted me a price that I thought was a little high. I counter-offered, but my offer wasn't accepted. I was prepared to wait for what I wanted. On December 28, she called to tell me that they would accept my offer of $29,995 plus a $99 "Dealer Processing Fee", plus a shipping charge of $500, for a total of $30,594. She faxed me a form identifying the car, I gave her my credit card number for a $2,500 deposit, and FedEx'd a check that afternoon for the remaining $28,094. The following day, I learned that the figure quoted did not include sales tax, so that day (12/29) I FedEx'd a check for $2,290.58. Over the course of the day or two, forms were sent back and forth via overnight mail and the transaction was consummated. On Wednesday, December 30 I was told that the car might be picked up by the trucking company as early as Friday and could, therefore, be here by approx. Wednesday, January 5. Over the next several days, I called repeatedly to ask if it had been picked up and was told that the trucking company hadn't yet arrived. Finally, on Friday, January 7 (a full week later) it was picked up, and I was told I could expect it by the following Wednesday. Naturally, I was a little annoyed by the delay, but I remained calm and accepted the inconvenience. When the car didn't arrive by Friday, I called (again, I had to make the calls) and, rather than Herb Gordon personnel following up on my car, I was given the name and phone number of the trucking company with a suggestion that I call. I called the trucking company and, after a few attempts, spoke to the owner. He accepted responsibility for the delay in picking the car up due to some scheduling issues for which I, again, remained calm. However, he went on to state that his driver stopped in East Tennessee where he lives and tried to describe some confusion about having another of his drivers pick it up there as he came in from North Carolina. I was clearly confused and tried to convey my interest in getting my car delivered promptly. As I learned later, this driver pulled into a dealership in Alcoa, TN and simply handed off the keys and said he was instructed to leave the car there for later pickup. An employee at that dealership told my wife that he didn't know anything about a drop-off and, when he consequently refused to sign any paperwork accepting the car, the trucker simply handed him the keys anyway. At this point, NO ONE was responsible for my car. On January 19th – 3 weeks later – still unproductively trying to get some help from Herb Gordon personnel, I received a call from a trucker who, passing through Alcoa on his way to Nashville with a truckload of cars, noticed a bulletin that a car needed to be dropped in Nashville, and he agreed to pick it up and deliver it. Finally, on January 20th, I received my car. During these 3 weeks, no progress was made in getting my car delivered unless I got on the phone and asked for a status update or for someone to take some action. The ONLY calls I received from Herb Gordon personnel, with the exception of one call from (an assistant sales manager) in response to my call, were from (my salesperson) telling me how sorry she was. Her helpless calls of sympathy were not in the least reassuring, nor did they accomplish anything toward getting me my car. They simply added to my frustration. Now that my car has been delivered, I've been attempting to speak with (the General Manager)about some compensation for the $500 delivery charge for which I received totally unacceptable service. (The General Manager's) only response was that a) he didn't make anything on the car and b) he'll talk to the trucking company about giving me back a portion of my fee. He promised to get back to me. That was nearly two weeks ago. I have called him repeatedly in the interim, but he never seems to be there and certainly has not returned any of the voicemail messages I left for him. I reminded him that I didn't hire the trucking company – he did. I paid Herb Gordon Volvo to have my car delivered. And whether (the General Manager) made anything on the sale of the car or not is totally irrelevant – if he didn't want to sell it at that price, he shouldn't have. Throughout this entire episode, despite my extreme displeasure with the lack of responsiveness on the part of Herb Gordon personnel, I have remained calm and tried not to overreact. At this point, I have no choice but to take some action. I can see no recourse for recovery of my delivery fee but to dispute $500 of the $2,500 deposit I put down on my credit card. Given the amount of unilateral effort I have had to put into this transaction, and Herb Gordon Volvo's total lack of effort, professionalism, and concern, nothing less than a full refund of the delivery charge will be satisfactory. This C70 was to be my "fun" car and, as I said when I was at the dealership, it was my intention to buy another car to replace my 1999 S-80 T6 so that I would still have a 5-seater in which I could carry my family. (My original contact person's) cooperative attitude at the time prompted me to think (and suggest) that I would buy that car through Herb Gordon Volvo as well. Obviously, that isn't going to happen now. This has been the most egregious display of incompetence in my recent memory. It is now 5:00 pm on Wednesday, February 9. By this time tomorrow, I will have contacted VISA to dispute my deposit unless I have reached some satisfactory resolution before then. ----------------------------- (The reply follows) mr. broder, the trucking company has refused to refund any of the shipping charge.i am sorry about the delay , however there will be no refund for the shipping. we stand behind our vehicles 100 percent, but i cant pay for situations beyond my control. you got a great car at a great value.if there is anything you need regarding the vehicle ,we will be here for you. ------------------------------------------ Sorry for the length of the post. I suggest you avoid this dealership.
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Replying to: ebroder (Feb 24, 2005 6:57 pm) |
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Replying to: lainey (Feb 24, 2005 12:00 pm)
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Replying to: leslietva3 (Feb 25, 2005 5:46 am)
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Replying to: lainey (Feb 28, 2005 12:30 am)
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Replying to: leslietva3 (Feb 28, 2005 5:32 am)
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Replying to: lainey (Mar 01, 2005 11:05 am) |
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Replying to: lainey (Mar 01, 2005 11:05 am) I would describe my Volvo sales experience as very leisurely - no pressure on the part of the salesman. He certainly didn't expect or try to sell me a car in 45 minutes. Judging from the reports of other buyers, this is not unusual for Volvo dealers. Keep in mind that car buying is about negotiation. Make it clear from the start that you have done your homework and are a knowledgeable buyer. Let the salesperson know that you are fully aware of the incentives and the value of your trade-in. This prevents most of the B.S. Be explicit about the models and options that interest you. I would have told the salesman up front to bring out a car with the options I wanted for the test drive. It's not clear to me that you said anything even after the guy brought out the basic S40. By the way, was "air pressure acceleration" a reference to turbos? If so, please note that the model you tested, the 2.4i, does not have a turbo. Best of luck with the TSX. |
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Replying to: calhon (Mar 01, 2005 1:26 pm) Negotiating with the salesperson is a total waist of you mental energy. They are neither authorized to accept the bottom line offers nor have any incentives to go bellow the point of maximizing their commissions. Sales managers have somewhat broader goals in mind. Second, Do not even mention your trade, until you lock an acceptable price for a new car. By mentioning your trade up-front you open a door for the "double-trading", which is at least twice as difficult. Remember, nobody wants to sell your old car, unless it is some rare collectible. In most cases you will be better off by a. driving your old car till it dies on you b. giving it away to your kids or needy relatives c. selling it privately To be asked directly, I answer politely that I have not decided yet whether I am trading my car or not. It is not late to get back to the trade-in issue at the end. You are not going to get any different price for it doing it afterwards. Rather than that - calhon is right on money.
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