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| - My journey began with Volvo of Phoenix in late November of 2017. I found my vehicle online and emailed the dealership that day. I expected they would have the vehicle ready for me to inspect and test drive when I arrived later that evening after work. When I arrived, they could not find the car, and had me wait over a half hour.
I test drove the vehicle, and decided I wanted to keep it overnight.
The following day, I returned to the dealership after work, ready to make a deal. I found this vehicle on the AAA website for a price I was willing to pay. I was told there is an 800 dollar reconditioning fee, which I refused to pay. When I asked what the fee was for, I was told that everyone needs to pay it on preowned vehicles. I refused. Next they tried to sell me on an extended warranty. It started out over 2k, I settled on 1k because I did want to extend the warranty to 100k miles and have it certified.
I want to be clear. All I wanted to pay was what was quoted online. I felt it was a reasonable price, I was not trying to get them to reduce their price beyond what was listed.
Next comes financing after several hours with the first salesman. Just when you think you are done with the battle, there is more. The finance salesman tries to sell you on another warranty. After reworking the numbers every which way, I say no. I didn't leave the dealership until after 11pm that night. I assume they just try to keep you there until you get tired of battling and cave.
Since this was a preowned vehicle as you can expect there were a few defects. Before I signed the documents I made a list of items I wanted reconciled. This list included: replacing the cracked shifter, and molding that had bubbled, as well as replacing the front access panel cover that was missing.
They agreed to these items, I signed documents and went on my way in my new Volvo with a smile.
Here is where things start to turn sour. I was given two keys, or so I thought when I bought my car. When I got home, I noticed that one of them was missing the fob. The fob that starts the car. I think to myself, okay that's a small oversight and the dealership will rectify when I return for my service. Wrong!! I was told that since it's a preowned vehicle they don't guaranty two keys. Okay this is acceptable but then why would you give me an empty key? When I questioned the dealership about it, they told me that I if I wanted another key, I would have to pay for it.
I return to the dealership for the first time to have my list of demands addressed. They fixed my shifter as well as the molding. I was told that they needed to order the part for my front bumper.
About a week later I call to check on my ordered part. The original person who was supposed to order it for me wasn't available. I sent her an email. Never to get a response. Next day I call, and get the run around, saying that the part was never ordered. I finally get to speak to the gal who was originally handling my order only for her to tell me that the part was not on the work order and that I had to call sales to figure out who was going to be paying for the part. After several calls I finally get them to get the part ordered.
My second return to the dealership was about another week later, I get a notice on my dash, that the battery needs replacement. Wasn't this car certified? How was a low charge battery missed? They replaced it for me free of charge.
My third time to the dealership for service was after several weeks of waiting for the part for my front bumper. The original service gal popped it in and I was on my way. I noticed after I left they did a terrible job painting the part and it doesn't match the rest of my vehicle. It's not a huge difference but it was yet another disappointment.
Fast forward about a month. I'm driving home from work and I get an alert on my dash saying engine coolant low, stop safely. I call the dealership to have the same gal tell me to just stick some coolant in it. It didn't seem right to me, so I did some looking online and called a different dealership who told me the exact opposite. Again, my vehicle was supposed to be certified. How was that missed?
The next day I plan to take my car to a different dealership Volvo of Gilbert for service because now I do not trust Volvo of Phoenix. Not only do I not trust the service department but when I voiced my concerns about hoping this wasn't the first of many issues I was told "welcome to car ownership." Very poor customer service in the service department and untrustworthy means I will never return.
Volvo of Gilbert has been fantastic, they urged me to have my car towed for FREE, which I didn't even know was an option, because Volvo of Phoenix didn't offer it. Because my car is under warranty, they came to get my car from my work and then took me to the dealership and put me in a loaner.
Overall I wouldn't recommend buying a used car from Volvo of Phoenix. Plus the place smells terrible of men's cologne!
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