Avoid this dealership. However, if you still decide to go, avoid Tim Bourne.
I buy a new car about every 5 years and this is the worst car buying experience I have ever had. I was attracted to this dealership because of the Volvo Excellence Awards but I was fooled!
My experience below:
I’m buying this vehicle for my parents and after the price negotiation, we agreed on a new XC40. Because my dad’s credit history isn’t great, I told Tim multiple times that if we can’t get financing approval of 1.99% for 60 months, I can prepare a bank check for the full amount. But I will *NOT* pay a higher rate. He understood that and we agreed to pick up the car in 2 weeks on Friday 5/28. FYI. We were at the dealership on 5/15, a Saturday. We couldn’t pick up the new car right away and have to wait because apparently, the finance guy is already fully booked the next week and they just stop doing financing on Saturdays.
On the contract, we noticed that the DMV price is not filled and will be added later. Tim said he doesn’t have it but it is whatever the DMV will charge. I’m okay with that but thought that’s weird as other dealerships can figure out the price, even for NY, right at that moment.
After signing the contract, my dad realizes he really wants to get the rubber car mats. Since we didn’t have it on the contract, I am okay with paying separately for them. I asked Tim if he can ensure that it is with the car when we pick it up and he said no. We would have to go to the Parts dept on the day off and do it ourselves. I let it go but didn’t feel good about this since I thought this is a Volvo Excellence award dealership. I paid a deposit of $2500 for the car.
One week passed and I have not heard from Tim and on Monday, 5/24, I got a text out of the blue that Geico will call me at 10:58am. And in less than a min (still at 10:58am), Geico called and want to adjust the insurance info to the new car and I had to call my dad immediately to setup a conference call with him in it as well. I was in the middle of a meeting at work and had to jump off. He gave me no other advance notice except for that last minute text message.
After adjusting the insurance, I texted him to call me back which he did. During the call, I reiterated my concern with the financing approval and that I am perfectly fine with paying the full amount if there is a problem. The only caveat is I need to know in advance, not the day of, so I can go to the bank and get a certified check for the payment. He re-assured me everything will be okay and that Volvo is quite lenient with approvals. He doesn’t currently have the approval today but will confirm and let me know on Wednesday.
On Wednesday, he texted me to confirm my appointment and that everything (financing at 1.99%) is good to go.
On Friday morning, after driving over 1.5 hours to pick up my parents in Brooklyn (he had already sold his car at this point) and on the way back of another 1.5 hours to the dealership, the financing person called and said Volvo would *NOT* honor the 1.99% financing rate! They advised that we would need to put a down payment of $20,000 and the rate would be at 2.65%. He said he can give us a $500 discount to compensate for it. Once I heard that I was fuming! I mentioned to him that I told Tim (sales guy) more than 3 times that I will not pay more than 1.99% for financing and Tim has confirmed with me on Wednesday that everything is good to go. I told them I was prepared to pay in full too but will not do that on the day of as I have a lot of driving around and Tim kept insisting for us not being late for our 2pm pick up time. He said Tim never confirmed with him and there’s nothing he can do and he can have Tim call us back.
When Tim called, he tried to say the same things about financing. I told him I don’t want to hear that cause that’s besides the point. The point is I told him on multiple occasions that I will not pay more than 1.99% for financing and would have been perfectly fine paying in full. I just need advance notice so that I don’t have to rush to the bank on the day that we’re picking up the car. He’s really inconveniencing me and if he still want this business, he needs to give me a better incentive than the measly $500 discount. He said he will talk to the manager about it.
When Time called back again (reminder, this is all on the day of car pick up), he said his manager won’t do anything to compensate for the inconvenience caused. I said then forget the deal and give me back my $2500 deposit because they broke their contract for not honoring the 1.99% for 60 months financing for the entire amount. I gave him my CC number for the refund but I have yet to see the refund reflected on my credit card a day later.
I will update this review if this changes.
What the heck is this so called “Volvo Experience Award”?! Is it an award for being shady (trying to charge me a higher interest rate than agreed upon)? Is it an award for being unapologetic to their customers when they have caused inconvenience and aggravation?? If that is the case, I can see why they’ve earned it for so many years!
Don’t be fooled… this award is NOT what you think it should be!