I visited Huntington Volvo about two months ago to look - MsGee12
I visited Huntington Volvo about two months ago to look at an XC60 and was initially connected with my salesperson, Kayla. She was friendly, knowledgeable, and able to answer my questions about features and trim levels. The test drive went well, and when we returned, I explained that I wanted to see lease numbers with only taxes and fees paid upfront. With help from the finance manager, Karen, we agreed on a specific vehicle and pricing structure, and I left a deposit.
Once I got home and reviewed the paperwork more closely, I noticed that the upfront taxes and fees we had agreed on were not itemized. This is where the trouble began. When I called Kayla for clarification, she was unable to provide a breakdown and transferred me to Karen, who also struggled to explain how the numbers were calculated. When I shared that my own calculations didn’t match what appeared on the paperwork, Karen assured me that the amounts were estimates and that everything would be finalized and corrected when I arrived to pick up the car.
A few days later, when I went to sign the final paperwork, the same discrepancy was still there, but worse. An additional $1,200 had been added to the upfront costs with no clear explanation. Kayla admitted she wasn’t sure what the fee represented and brought Karen over to explain. What followed was a series of shifting explanations:
First, that it was related to the miles already on the car (it had been a loaner). Then, that the computer system had added it for unknown reasons. Then simply, “I don’t know, this is just how it is.”
None of these explanations accounted for the extra $1,200, and I didn’t feel comfortable signing paperwork that couldn’t be clearly explained.
The sales manager, Dan, came over and said he would review everything with the general manager and get back to me on Monday. On Monday, Kayla and Karen contacted me saying the issue had been resolved. Fortunately, I asked for the updated paperwork before making the trip back. The new paperwork showed that only $200 of the unexplained $1,200 had been removed. The remaining $1,000 was still included, with no clear documentation to support it. When I questioned Karen, she again could not provide a consistent explanation. At one point she said it represented the bank fee, but that fee was already listed separately on the contract.
After more back and forth, Karen sent yet another version of the contract, this time highlighting a number on a different line to suggest the problem had been fixed, but the actual fees I would be required to pay had not changed. It felt misleading, and at that point, I no longer trusted the transparency of the process.
I ultimately decided not to move forward with the purchase. When I requested my deposit back, I was told the dealership needed 5–7 business days to process the refund. It then took multiple reminder emails just to ensure that someone actually processed it on time.
Overall, this was a very disappointing experience. While my salesperson was pleasant, the lack of transparency, unclear fee explanations, inconsistent information, and repeated errors in the paperwork made it impossible to feel comfortable completing the deal. I hope Huntington Volvo takes steps to improve communication and clarity in their process so future customers don’t encounter the same issues.
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