Consumer complaint received 2024-08-07 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Managing the loan or lease — Problem with fees charged
Company: Volvo Car Financial Services U.S., LLC
State: CT

Complaint narrative:
On XX/XX/XXXX I leased a XXXX XXXX from XXXX of XXXX CT. I walked through all fees and costs with the XXXX  XXXX. He explained things that could hit me at the front, during or end of my lease. He was clear about excess mileage and wear and tear, but NEVER mentioned a disposition fee. He did not provide me with a physical copy of the lease or give me the opportunity to read through the lease as he wanted to explain everything to me. He kept having me sign different documents but never gave me the text to read. I turned in my car at the end of the lease. I repeatedly received mailings and calls from Volvo with incorrect amounts that I owe. They charged me for excessive wear and tear on the vehicle which was incorrect because I had purchased a separate plan that covers those charges. They tried to charge me {$540.00} for excessive wear. I also received a bill for {$2300.00} for property tax charges. This is also incorrect. I prepaid {$1200.00} which was not shown on my XX/XX/XXXX bill. The most aggravating is this disposition or turn in fee. The dealership not only did NOT disclose this fee to me, but I was never given the opportunity to read this fee in materials. When I turned in the car the dealer told me not to clean the car and that there would be no fees or costs turning the car into them. I called Volvo Financial Services when I learned about this and they told me to call the dealer to have it removed. I spoke with the manager at the dealer who said they see none of that and they have no ability to remove it. I spoke with Volvo financial services on XX/XX/XXXX and they refused to remove the fee and when I asked to speak with a supervisor they said none were available for 2 days and they would not let me wait in a que. I asked for my transcript to be emailed to me and they said I could not have my transcript. I asked for a copy of my lease which they said could not be emailed but could be mailed. I asked to speak with someone in legal and that request was also denied. They did pressure me on the fact my account is 75 days past due and would be sent to collections soon. I asked them to stop that clock as I have no issue paying for excess mileage and property tax, but these other fees need to be correct or removed. They said no to that request. I still do not have a actual physical bill with correct numbers on it to pay. These are shady practices and if they want to charge fees they should either include it in the price or disclose it to consumers. I spent a lot of time asking questions about these fees. As someone who drives a lot I knew I could go over the mileage and want understand all the fees on this vehicle, but if I can not read a contract in front of me or don't know what to ask then it has to be disclosed to me and this disposition fee was not disclosed. It is also very hard to get on the phone with someone at Volvo financial services and at the dealership. In fact I had to call 7 times to get through to the right person at the dealer. Once they knew what I was asking they either disconnected the call or sent me to someone's voicemail and I did not receive a call back.

Company response to consumer: Closed with explanation