Short Version: Purchased a Certified XC90 from this dealership from Bill and had a HORRIBLE experience. I am not one to complain because no one is perfect but I have NEVER purchased a vehicle and been treated so poorly. DO NOT BUY A CAR FROM BILL! TRUST ME!
Long Version: In April, My wife and I started looking at XC90s as her new/used vehicle. We spoke with Bill over the phone to verify the XC90 his dealership had for sale had the options my wife wanted. It did not, it had minimum options. My wife decided she wanted the Inscription version of this truck but there was a big price jump to get a Certified one. A Couple weeks later, I reached back out to Bill and he said that the XC90 we originally looked at was $500 less. I told my wife that this would be a good deal to introduce us to the brand since it is Certified and maybe we can get the Inscription later. This was a Thursday and we couldn’t make it to the dealership until Tuesday. We live two hours away. I gave Bill my Credit Card info to hold the vehicle, did a Credit Application and got approved and was willing to show him bank statements of cash available if needed. Credit score is 790, Multiple credit Cards and over $50k in cash available to work the deal as needed. Bill told us there was brand new floor mats and weather floor mats. We took care of some paperwork via text over the next few days. Bill was great…until we made it there.
We planned to make it at noon but a family emergency slowed us up to 2pm. Upon arrival Bill drove our trade in to his Volvo area of the dealership and we walked down to meet him. He had the Volvo XC90 all ready for us. He didn’t know a lot about some of the features of the truck but we went to test drive it. Upon, test driving it, the brake system made grinding noise upon initial gauging and disengaging. I tried to drive it a bit to see if maybe the brakes were just dirty but nothing improved. I did read that the brake system is problematic in these trucks. No big deal I thought, since it is Certified and we are at a Volvo Dealership. I am sure that they can take care of this.
When we made it back at the dealership, Bill waiting on us. I told him there was a brake issue. His reply was a sarcastic: “Alright, no deal”. I was taken back..”No deal?”. Everything is done to get the deal done. Lending money. Everything. What do you mean “No deal” why not check out the issue? I told him that we should test ride it together so that he could hear the noise. He said he couldn’t ride with anyone else because of Covid-19. Which would be understandable BUT he JUST drove our truck that we were in for two hours with no gloves minutes after we got out.
Bill then took the XC90 for a drive and said he didn’t hear anything. From there his sarcasm and customer service skills further disappeared. It was like a switch was flipped in him when he seen us and everything changed. Because his character was not like this over the phone. I asked that they take the truck in back to check out the brakes. He said: “No, it is certified, take it or leave it”. I said well how about this “You have a XC90 Inscription which his what she really wanted anyways, we want to drive that one. Maybe we will get that one” He told us “No, we cant test drive any other car”. I asked to take out the XC90 we just drove again to see if I could figure out the noise. He told me “You cant drive any car anymore”. He said he “Knew” this would happen when he saw us and said I was “Haggling” him down for weeks. I didn’t haggle him down. I wasn’t even asking for a discount. I just wanted the brakes checked out. We asked to work with someone else and he claimed there was no one else there, although multiple sales people were walking around. He also mentioned it was day off and he “doesn’t have time for this”. He said that as a Contractor, I should understand that you cant get “Quality, good pricing and Good Customer service all rolled in one, pick 2” I said yes you can…look at the Google reviews for my company. The entire time he cut me off, was combative and seamed to just want us to “Hurry up and buy”. I finally asked him to just let me finish what I had to say and explained that him having the brakes checked out should be easy since you’re a volvo dealership or Selling us the Inscription would yield a larger profit. He leaned back in his chair looked at the ceiling, looked at his watch and ignored everything I had to say. Finally, I asked for the keys to my wifes truck as my wife tried to find another salesperson to help us. This is over the period of a hour. Finally, Bill sprints to the back and get the service manager to go out on a ride with him “To check out the breaks”. Bill wouldn’t ride with us because of “Covid” but he could ride in our trade in and ride with someone else.
Luckily, the service manager was a great help and gave us a ton of info on the truck. HE saved the deal for that dealership. We proceeded to close the deal and requested to not work with Bill for the rest of the day. The floor mats were not new as he mentioned buy it wasn’t a big deal as long as they were there. The winter mats we received didn’t work properly and we didn’t get access to the Volvo app like we were supposed to. We had to work with a Manager at Volvo corporate to get access to the app for the Certified truck. I spoke with the sales manager who was apologetic and was going to send out the correct weather mats. That was two weeks ago and still no package. The State of WI has mentioned that they don’t have anything for our new registration. We will have to wait on that.
We took the XC90 to our local Volvo dealer who said that one of the rotors are warped and is causing the noise. They said it should not have been CERTIFIED with that issue. WE will be working with corporate to evaluate next steps. I sincerely hope that the next time Bill has something negative happen to him in his life….he thinks of us and the way he treated us. Maybe it was a bad day for him…maybe he didn’t want to be working on his off day….everything was GREAT until we got there….and you only wonder if a Puerto Rican Husband and an African American Wife changed his perspective when he saw us.