In the end, after involving an attorney, Volvo did agree to buy back. However, it was quite a pain to get to that point. With many hours wasted, a long-running e-mail thread that spanned over 50 pages of back and forth, and many promises that were never delivered upon.
Since others many go through this same process, I will go ahead and document and describe what it took, or, recommended steps and pitfalls that may help others that need guidance:
A highlight of the steps/phases below:
1 – Documentation and record keeping
2 – Volvo Executive Contacts
3 – Lemon Laws
4 – Lemon Law Attorney
5 – Caveats
6 – The Vehicle Surrender
7 – Life Post Volvo
DOCUMENTATION AND RECORD KEEPING
1 – As MyVolvoS60 has mentioned many times (and, helped me through my process), keep complete and thorough documentation of any and all issues. This includes, but isn’t limited to, your service records, any audio/photo/video evidence of issues, as well as any other verified accounting of problems. Whether you try first approaching your dealer/reseller, Volvo, or an attorney, you’ll need to ensure you have proper documentation.
* – Don’t forgot that with your visits, ensure that the service advisor lists EVERY problem you have, even if they state it’s a known issue, or, if it was reported previously, as documentation is your main defense in case of any communications with Volvo and/or your attorney. Even minor issues that might simply annoy you and be meaningless should be mentioned, as they are still an issue, no matter how minor.
VOLVO EXECUTIVE CONTACTS
2 – As MyVolvoS60 has also mentioned, try and reach out to the Volvo Executive Contacts. They are Scott Doering ([email protected]) as well as Bill Casey ([email protected] and also [email protected]). My first action was to reach out to the Volvo Executive Contacts, however, as you may have found in my long thread, that went nowhere for months. But, others have reported success, with Volvo working with the customer to either move into a new Volvo, or, get some resolution/compensation for the troubles they’ve had. Make sure you are willing to state your case and facts, with emotions aside. Keep in mind that these e-mails you send will not be going to them directly, and will be hitting a customer service representative first that will be acting as your liaison.
* – You may be tempted to show anger – don’t. And, to be prepared, keep on moving forward. You can also try speaking with the General Manager of the dealership you purchased from, letting them know of the issues you’ve faced (or, where you get service done, if different). However, be prepared to be disappointed, as dealerships are franchises, and, in most cases, aren’t able to help with much, other than getting you contact information. If you’re lucky, they can be your advocate, but, unless another sale is coming their way (and, even then), they may not be interested.
LEMON LAWS
3 – Take a look through the Lemon Laws of your state – some are quite lenient, while others may favor the manufacturer, or, have stipulations. Read them carefully. If you have documented your problems with Volvo during service trips, or, even with Volvo customer care, those dates and miles may actually be your saving grace if you have exceeded the time or mileage before wanting to pursue a course of action. The Lemon Laws typically state that even if you are outside mileage/dates, if you had issues during the timeframe that the Lemon Law applied, you may still be covered.
* – Even if you’re unsure, you probably want to seek out a Lemon Law attorney. In California, I can recommend The CA Lemon Law Guys (based in Ventura, California) – run by Johnson and Buxton.
LEMON LAW ATTORNEY
4 – If you’ve taken steps to reach out to an attorney, keep a few things in mind. Lemon Law attorneys collect their money from the manufacturer, so, you will NOT be out of pocket on this. They can also guide you and discuss what you’ve been through, and tell you whether or not you qualify. However, don’t be afraid to contact a few, just remember that if any of them ask for any type of money, move on to another. You will also most likely never even meet them or step foot in their office, so, you can reach out anywhere in the state. Just be prepared to send copies of your service records, vehicle receipts, registration, title, and so on, as, in the end, what happens is basically a sale of the vehicle. If your attorney informs you that the Lemon Law won’t work for your vehicle, they may be able to send off a “Demand Letter” instead, which is just another method of telling the manufacturer that it’s advisable to take the vehicle back. Of course, you may be stuck due to some other Lemon Law stipulations, however, as long as your case is strong, and you discuss it with your Lemon Law attorney, you may be able to go to court, however, this will most likely require a different lawyer and may also involve some fees, but, those can usually be recovered if you win.
* – Once you’ve made it to the attorney phase and have signed up with them, you will most likely be told to discontinue any contact with Volvo Executive Offices. In my case, I reached out to Volvo in early October, and a little over a week later, contacted the attorney – he said to continue forward with Volvo as the rep was making many promises, but, he would keep checking with me, and, he did, via e-mail and phone calls every couple of weeks, to check on how things were going. Eventually, in December, with nothing in sight, I asked the attorney to step in. Within a day and a half of signing the attorney’s paperwork, the Volvo rep called to state a Buy Back was going to be done. However, now, the attorney is involved, so, if you are called directly, simply let them know to reach out to your attorney, or, let your attorney know.
CAVEATS
5 – Making it this far, hopefully something has happened – either Volvo stepped in, or the attorney was involved to get your matter resolved. However, things may or may not work out, as some members of the forum have stated. The buy back process involves some negotiation – typically usage fees are deducted from the time of your first reported incident (again, record keeping and ensuring your problems are documents AT THE DEALERSHIP is very important to this). If you have an attorney, you can work with the attorney before numbers are finalized. If there are issues or discrepancies, make them known. Remember, the Volvo/Stericycle folks don’t really want your vehicle back, so, they may want to ensure the least amount is paid back. If you have been on your own the whole time, be careful of being pushed around – some forum members have reported that they were unable to come to a decent value under negotiation, and had to end up in court.
* – For my vehicle, I was refunded the Tax, Title, Fees, the registration, Volvo On Call 30 month subscription, and even gas that was charged when the dealer charged me for it (they used up my half tank of gas during one of the stays, and charged me $15 to fill just under a quarter tank). The calculation for the vehicle’s value was “((Mileage at first problem – Mileage at purchase)*Purchase Price) / 120,000”. In the end, this worked out to about a $615 deduction.
THE VEHICLE SURRENDER
6 – The vehicle surrender (when you drop the vehicle off) is an interesting process. Stericycle is the company that many manufacturers (not just vehicles) use for taking back/recycling/disposing/etc… In this case, Stericycle will either work with you if you pursued your case directly, or, work with your attorney if you have one involved, and plan out the vehicle return process. In my situation, Stericycle used an independent contractor that deals with re-assignments (basically just paperwork to shift property between one owner and another). The vehicle is taken to a designated Volvo dealership, and the Stericycle rep (or contracted individual) will be the one that will “accept” the vehicle from you and turn it over to the dealership. They (the individual representing Stericycle) will go over the vehicle, not the Volvo dealership, so, they may have questions on how things work if they haven’t driven a Volvo with the electronic shifter. The vehicle’s inspection may or may not be thorough, depending on who the person is. In my case, very quick to check that I had a quarter tank of gas, returned 2x Keys, the Owner’s Manual, if there was a spare, was it included, the tire size, and any damage. Many accessories or other options, unless specifically documented, aren’t even going to be considered, unless, of course, your handler has a build-sheet or knows what is included in the vehicle.
* – The surrender can either be a joyful or tearful experience, or, a mix of both. Also, be aware that, as per my “handler,” Volvo requires one of the documents to be notarized, versus other manufacturers. However, the cost of the notary is not on you, it’s on them, as they have an expense sheet and get reimbursed. We had to make a few calls to find a local notary and then drive over there to get it done (as we weren’t able to find a mobile notary that would answer their phone).
LIFE POST VOLVO
7 – After your vehicle has been transferred, you may be required to send off or fill out a DMV title transfer form. In some cases, this is automatic as the new owner (Volvo) will register the title in their name, or, you can also do it. Keep in mind that you should also cancel your auto insurance on your vehicle as soon as possible. Now, at this point, depending on whether or not Volvo will be moving you into a new vehicle, or, you’re on your own, you have to make some choices in terms of your future vehicle. But, if you had/used Volvo On Call, remember that it will still be active for a while, until they cancel the account/service. So, you can see that it’s up to, if you’re missing the car.
* – After having left the notary, I realized that I had left my work keys in the car. An hour later, was back at the dealership. I had parked in the customer parking lot, and when I came out, noticed my Volvo parked next to me. As I got into the vehicle I was in, I noticed one of their techs getting into my former vehicle. We both left (I was behind it – funny, I have never seen my vehicle from the rear while in motion), so, took a few pictures – the final moments. It got on the freeway, and I went the other way. Getting home about an hour and a half later, I decided to check and see what the car had been up to and noticed it was parked at a residence. The next morning (Tuesday), it went from there to the dealership, and then, at night, back to the same dealership. So, one of their techs now gets to use the car as a personal vehicle, unsure for how long.