Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/28/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 10th, 2024, I bought a 2018 *** **** from this dealership. Had a terrible customer experience in total. On the day of pickup and signing the paperwork we found several issues on the truck that should have been fixed if they had done a proper inspection. They claimed the truck had been washed and detailed, but the outside was dirty and the inside of the back window had a layer of grime. The truck had yellow paint down the driver's side, the map light didn't work properly, a piece of molding on the inside was missing, the cap on a wheel was missing, part of the cargo light was not working, and the passenger side mirror vibrated while driving. After some pushback that I would have to buy the molding and wheel piece, they did find those pieces and fix them. The cargo light and interior map light were fixed, but only after having to drive out to the dealership twice, due to them not having the parts in stock, which is a 125-mile round trip. After the first time, the lights still did not work correctly but I had trusted they would be fixed after being there for over 3 hours and didn't check them right away. They supposedly fixed the mirror vibration, at this appointment but after a couple of days, it was back to basically unusable and unsafe. After a couple of months, I finally got them to agree to ship the new mirror to my local mechanic as that was the only permanent fix to the vibration. While in the shop my mechanic told me that just under 3 months after buying this truck I needed to put new tires on it after the dealership said the tires that were on it supposedly passed inspection so they would not put new tires on it without me paying for the tires in full, and pay an extra $500 to have them put on $1,800 in total. In my contract, there is a rust inhibitor worth $500. I had my  mechanic check for this while it was there being fixed and he notified me that there was nothing on the underside of my truck. This truck was listed as a certified pre-owned. 

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We brought my daughters (***** *******) 2019 **** ******** to the dealership for a manufacturers recall and a request for New York State Inspection renewal The recall work, we were told , was completed successfully. The inspection and related actions by this dealership became the issue we are filing this complaint and request compensation. Not only did we not get the full inspection we were told after several days that major front end suspension work was needed at an estimated cost of over $3600. We found this hard to believe as the vehicle, prior to the shop visit, was having no issues with the front end. We were supposed to get a video showing the work needed but never did. We became suspicious that something was wrong and brought the vehicle to a reputable repair shop for a second opinion. We also noticed when we picked the car up at Vision on our way to the other repair shop that one half a tank of gas was used with no acknowledgment to us. The car was inspected at the other shop, and they reported it look like the vehicle hit something as there was a tree limb stuck in the chassis. They also noticed that the oil filter, which they just installed a few weeks prior, was scratched up thinking maybe tree limbs hit it and caused the scratches. We are now believing that the dealer took the car out of the shop, took it for a long joy ride and hit something causing us to have to work on the tie rods and wheel alignment . The cost of this repair is quoted at $1200, and we are seeking compensation from Vision Auto Group for this plus the gas they used without our knowledge plus loss of vehicle for a week while we sorted that all out and got the work completed. This is the cost recap: 1. Repairs for the vehicle $1200 2. Half a tank of gas $22 3. One week of alternate transportation ($40 x 7 days) ; $280 Total $1502 rounded to $1500

• Initial Complaint

  Date:10/07/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The dealership sold us a product knowing full well that we do not qualify for it. My fiancé and I were looking to purchase a new van for doing **** passenger rides. We expressly told the salesperson at the dealership that. He pointed us to a 2023 ** ******** which fit all our needs. We worked and payment plan and accepted the price. However, they insisted we get the extended warranty, then lied to my fiancé that it covered everything, right down to the battery. So, we paid $4300 for the extended warranty. Later that night I had gone over the warranty in detail and found 2 things off. First, in section H it had exclusions, and the battery was one of them. so, it did in fact not cover the battery (the sole purpose of us buying the warranty to being with.) Then as I continued on, I found that the warranty didn't cover Commercial use. We called the warranty office and asked if **** was excluded and found that it was. We went back to the dealership where they are making us jump through hoops to get this canceled. When we asked the finance supervisor about why we were sold a service that clearly, we did not qualify, they simply stated they have a don't ask don't tell policy. We were sold a service not in good faith, frankly scammed.

  Business Response

  Date: 10/22/2024

  After several conversations with Mrs ********, I think we may have found a solution for her Service Contract issue. Thanks to Jerry ******* who found a Commercial Service Contract that should cover her and make her happy. I am awaiting a return phone. The best solution we were able to come up with is to give the customer exactly what they wanted which is a Service contract on their New car. We will have to absorb the cost difference. Since this issue I have had a meeting with the sales staff to make sure we ask more questions about usage of the customers vehicle before presenting them with numbers.

  Customer Answer

  Date: 10/23/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  We were told that the service contract covers everything from bumper to bumper. That was a false statement since the battery is not covered under this contract. The only option going forward is a FULL REFUND of the contract. If a full refund is provided then i will accept this and considered this matterclosed.  Regards,  ******** *****

• Initial Complaint

  Date:09/20/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged for an oil change by Vision Chrysler Dodge Jeep Ram and have a current maintenance service contract that includes oil changes. This contract is still valid. I have gone to the dealership twice and both times was promised that I would receive my money back through a check via mail. I have not received the check from corporate and this incident occurred on 7/17/24. I can include documentation of the paid oil change invoice as well the maintenance service contract.

  Business Response

  Date: 10/22/2024

  I have been in contact with ******* ****** and she will be more than happy to just receive a check for the Oil Change we charged her for by mistake..

• Initial Complaint

  Date:09/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brought a **** ******** in for repair work while vehicle was still under warranty. Issue was with a front axle seal leaking. No other seals had and issue and there was no water damage in the **** or elsewhere. Just the drivers front axle seal. Was told issue would be covered under warranty as I had brought the **** in a week before to have them look at the issue for advice on if it was drivable. Issue did not warrant the **** not being driven but I still did not drive it for the week. After it was in the shop there for 5 days as they ordered the wrong parts gave me misinformation on the issue and the inability for anyone to be able to contact the dealership as the phones do not work like a normal business, I was informed this would not be covered under warranty due to water damage and that I would be responsible for the amount of 1,316.80. I was told I drove the vehicle for an extended amount of time under water (miles) but that did not happen and they had no answer for how the rear seals and transfer case and transmission all of which have breather tubes at lower levels than the front are fine. As if someone lifted the whole **** out of the water but the front left axle. After being without a car I had to pay and get it so I could get to work. Filed a complaint with **** cares and they cant get in touch with anyone at the dealership much like its customers. Took the **** and visions paperwork to to other local **** dealers and they stated it 100% should have been covered under the warranty and the response I was given from vision was completely false. The rear of the **** has a water fording stamp of the vehicle that puts it at the hood of the **** and the water was no where near this high and also was a quick creek crossing that everyone else with ***** went through that day but I only had this issue. This should have been covered by the warranty it is a 3 year old **** with full warranty coverage and the answer was a complete excuse and disingenuous.

  Business Response

  Date: 09/19/2024

  The 21 **** ******** in question came in with a differential concern. when the tech put it up on the lift he found it covered in mud as if it was off roading and got stuck, the mud was up to the engine block . The axle seals were pushed in due to being under load ( basically the wheels were spinning and going nowhere when the seal overheated they were pushed in which allowed the water to rush in. Due to outside factors causing the issues, it makes customers pay instead of warranty. "*****® GASKETS AND SEALS LIMITED WARRANTY    ***** Warranties do not cover the costs of repairing damage or conditions caused by fire or accident; by abuse, negligence or misuse (for example: driving over curbs, or overloading or racing the vehicle); by improper adjustment, alteration or failure to maintain the vehicle on which parts are installed; or corrosion or damage caused by the use of caustic materials." 

  Customer Answer

  Date: 09/20/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  There was no wheel spinning or under any type of duress situation. The very nature of nothing else having a problem leads us to this easy conclusion but they make more money on non warranty claims than not and the fact that another reputable **** dealership was shown the paperwork from the repair and then asked what other damage was present, that it would have been fully covered. Regards, **** Fusilli

  Business Response

  Date: 09/23/2024

  Hi ****, We completely understand your concern. As we have attached the TSB showing warrantable items and unfortunately your repairs were not recognized as a covered component. Our suggestion would be to contac* ********** ******** ******* at ************* They will need your full vehicle identification number at the time of the call.  Best Regards,  Frank S******

  Customer Answer

  Date: 09/25/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I reached out to **********/**** cares who for a month was unable to get you to respond to my complaint prior to filling this bbb complaint. Here is the case number with stellantis, ********. Much like the rest of your service customers they were unable to get anyone to answer a phone nor a response to voicemails. Please feel free to verify this with them.    Regards, **** *******

  Business Response

  Date: 09/26/2024

  We will verify this. The only thing we can do at this point is talk to **********.

  Customer Answer

  Date: 10/04/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.They said they were going to contact **** with the case number I gave them.   Regards,  **** *******

  Business Response

  Date: 10/07/2024

  We are contacting ****

  Customer Answer

  Date: 10/08/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I can’t accept what you are doing because you said you were doing that over a week ago. In order to keep my complaint open I am rejecting your fix of the issue.  Regards,  **** *******

  Business Response

  Date: 10/25/2024

  BBB spoke to the administration and the following was relayed: I personally reached out to the warranty company on behalf of this customer.  The warranty is from the old owner.  We have provided this customer with the old owner's cell phone number.  We also made good faith efforts of resolution by contacting the warranty companies on his behalf directly, and  Unfortunately, the repairs he wants paid for are not recognized by the warranty company.  It is their decision to make.  Again, we have reached out numerous time to the warranty company for him- we pushed them as hard as we could but ultimately the decision lies with them so at this point the customer would have to dispute the matter with the warranty company directly and/or the old owner.  

  Customer Answer

  Date: 10/25/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  what are you talking about? It was a not even three year old **** with a full factory warranty. Are you confusing me with another bbb complaint because you were supposed to contact **** in regards to this and you never contacted anyone while it was in your shop. This is crazy.   Regards,  **** *******  

• Initial Complaint

  Date:05/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October 2021, I entered into a lease agreement with Vision Dodge Chrysler Jeep, located in Penfield, NY, leasing two Jeeps. The lease term was set to conclude on 10/6/2023. On 10/5/2023, one of the leased vehicles was returned to the dealership, accompanied by vehicle returned paperwork signed by ******** *'******, my co-borrower on the loan. Attached is the DMV receipt, which validates the return of the vehicle's plates on the same date. (The other vehicle was turned into Vision ****** of Webster NY where I am currently leasing a ****** *****) Subsequently, I received communication from **** Bank in November 2023, claiming an outstanding amount of $1,004.77 for the allegedly late return of the Jeep above, indicating a delay of 13 days beyond 10/5/2023. I contacted Bobby, the sales manager at Vision ****** to help me fix this issue. He reached out to Edgar, the General Sales Manager from Vision Dodge Chrysler Jeep. Regrettably, despite extended efforts spanning over three months, no satisfactory resolution was reached. It came to my attention that Edgar is no longer with the company, and subsequently, Ashley has assumed the position of General Sales Manager. In March of 2024, Bobby reached out to Ashley for assistance since Edgar had not taken care of this matter. Attached is the email and documentation that was sent to her so she could look into the matter and take care of it. After receiving another bill from ****, I went to Vision Dodge Chrysler Jeep in person at the beginning of April 2024. She took pictures of the documentation attached and sent them to her **** rep. On 4/16/24, I called for a follow-up since I had not heard anything, during the conversation it seemed like she did not remember me coming into the dealership. Ashley said she did not either and would reach out to the **** Rep again and would get back to me. I called Ashley again on 4/29/24 asking for an update, she said to give her 2 days; that she would call me back, no phone call to date.

• Initial Complaint

  Date:04/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle December 2023. I provided my own new winter tires to be installed and they placed the tires sold with the vehicle in the back. 3 months later I had them swap the tires out that I provided with the tires they sent me home with. They did, they charged me, and the vehicle violently shook at 40mph. I took the vehicle to a local ********* who told me I needed new tires as the ones in were shot. I have been calling and leaving messages with vision since the end of March to work out a solution. I have left a dozen messages with sales and service members and voicemails and have not been contacted back.

  Business Response

  Date: 05/14/2024

  After reviewing *****'s complaint we will be reimbursing him $1,000.00 for the bad tires. 

  Customer Answer

  Date: 05/14/2024

  Consumer states that the business has resolved the complaint.

• Initial Complaint

  Date:04/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 23, 2024, I purchased a 2017 *** ******* from Vision. Me and my husband drove 3 hours to fill out the paperwork and take the vehicle. Once all the paperwork and payment were complete, they took us out to see the vehicle. We walked around it to inspect it and noticed a big crack in the bumper that was not in the photos or description. 2 employees from Vision came to look at it and agreed that it was fresh, and definitely something that just happened that day. They told us to take the vehicle, get quotes to have it fixed in our area, and send them the quotes, so they could send us a check to have it repaired. I got a quote and sent it to them. No response for weeks. Finally got through to someone that said they needed another quote to verify. Did that and sent it to them. That was March 21, 2024. I have left multiple voicemails and emails. Nothing. No one will return an email or phone call.

• Initial Complaint

  Date:07/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new vehicle at Vision ******** Dodge on 7/24/2023. The vehicle came with a No Charge Vision Care Package., which included No Charge Rustproofing , No Charge Paint Protection, No Charge Interior Protection, No Charge Lojack Anti- theft Protection, No Charge New York State Inspections. There is also free oil changes on every car purchased on their website with a 2023 copyright. There was no rustproofing done on this vehicle as they made me believe . There is no visible rustproofing anywhere on the vehicle . You should be able to see the rustproofing at the drain holes at the edges of the doors ,hood, tail gate etc. This vehicle has zero rustproofing. There is no Lojack protection on the vehicle either. I can't tell about the paint protection or interior protection the new vehicle just appears to have standard detailing done. The dealership tried to get me to pay for a warranty on the Vision Care package in the amount of $995.00 I refused. There is nothing stating you have to pay for a warranty. No warranty was ever presented to review but they wanted me to pay for a warranty. I did get a key tag for NYS inspection only. I reached out to Scott B*** General Sales Manager he stated to bring in vehicle and they would check. and made no reference to the Lojack protection or any of the other protections. If I go there he will try to scam me again . He stated they do not provide free oil changes but it is stated on their website with a copyright 2023. The business office Manager Dan G***** had me watch a video for extended warranty which included some of the Vision Care package items which are no charge. You had to take all or decline my cost was $35,000.00 extra, yes not a typo $35,000.00 extra to the cost of the vehicle. The New owner of Vision Auto Group 10 dealerships is *** ***** who owns ***** **** ****  has a "F" rating with the BBB. Vision Auto group in scamming their customers.

  Customer Answer

  Date: 07/31/2023

  I have attached the documents per our conversation.

  Business Response

  Date: 09/08/2023

  Vision management has informed BBB that they are currently looking into this matter.  

  Customer Answer

  Date: 09/13/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Regards,  ***** **** The statement provided from the business is a general statement.  I have heard nothing from the Vision Dodge concerning this matter. If Vision Dodge is looking into the matter they would contact me or BBB and give a timeline of when I would hear from them and how they plan to resolve the matter.  The open ended statement from Vision Dodge is showing they have no concern for their Customer or Customers. Vision Dodge is scamming people and not providing what is promised. They currently are advertising on TV the very ad that promises No Charge Care Package worth $3,000 included with every new vehicle purchased at any of the 10 Rochester Dealerships. Nothing in the Care package is on my New Vehicle. Beware they are trying to charge people in their contracts for the NO Charge Care Package.  This is Outright Fraud!

  Business Response

  Date: 09/14/2023

  We apologize that the items were not done to the vehicle when promised. After looking through our service history the LOJACK and rust proof was not done. We would like you to come into our Vision Buick GMC store at *** ******** ***** to get the Lojack, rust proof, paint protection and interior protection done, at free of charge. Also we will include three free oil changes. Please reach out to Michael C****** (###-###-####) the General Manager if this is something you would like to have happen. 

  Customer Answer

  Date: 10/17/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Please reopen my complaint so I have the opportunity to reply to the Business reply dated 9/14/2023. I took my vehicle to Vision on October 12, 2023, as I suspected a snow job was being done on me again and I only got the Hood of the vehicle rustproofed nothing else. I do not see my complaint online at the BBB website. I see there Vision Dodge listed with a A plus rating and Vision Group with a C minus rating. All of the 10 Vision  dealerships are Vision Auto Group. Thank you for assisting me with this complaint. I hope it gets posted after I complete my reply so other people can see what the dealership is doing. Sincerely, ***** **** Regards, ***** ****

  Customer Answer

  Date: 10/23/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   This is what I would like  to reply to Vision Dodge. I have been trying to resolve the issue of not receiving No Charge Vision Care Package that is promised to everyone who purchases a new vehicle at one of the 10 Vision dealerships. The No Charge Vision package was not provided to me when I purchased my new vehicle in July 2023. I was promised after filing my complaint with the BBB that I would receive the things in the Vision Care Package. I returned to Vision Dodge on October 12, 2023 left the vehicle for twodays and all I got was the hood of the vehicle rustproofed. Another snow job done by Vision to a long time customer. Vision has still not made this right even after stating in their BBB reply that the Vision Care package was not done to my vehicle and for me to bring it in and it would be taken care of.  It has not been taken care of and this is not satisfactory to me. Regards, ***** ****

  Business Response

  Date: 10/31/2023

  The past week our finance manager Dan G***** has been in contact with ***** ****. Dan and ***** have been discussing getting an extended warranty which is what she requested. Regarding the rust proofing and lojack installation, our service department has ensured us that they were both complete and have also offered to physically show her the rustproofing and lojack. 

  Customer Answer

  Date: 11/01/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Regards,  ***** **** Vision claims that they rustproofed the vehicle but all that was rustproofed was the hood. I removed body plugs on the vehicle no rustproofing is present. The drain holes in the doors should show rustproofing but none is present. The Lo Jack unit they claim was placed under the dash but no unit is visible.I contacted Lo Jack directly they stated they have no record of my VIN # or Serial number of unit which is needed for Lo Jack protection. I had requested a ******** extended warranty at dealer cost to offset the paint protection and interior protection among other things. I did the paint protection myself because it was also not done as promised. They provided me with a dealer owned extended warranty contract, owned by dealer family members, that I would need to pay for. There is no way I would get involved with that based on my experience with the dealership. They were going provide me some oil changes and tire rotations but state I must sign a contract which only has three oil changes. Many false promises. This Not Satisfactory to me.