ComplaintsforVision Hyundai of Rochester

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car was sold as Certified. Salesperson concealed fact that DRLs was not working. They repaired the lights the day before payment. I saw the dent and cover up paint the next day at home. …and when I questioned the company about the dent they said that it was a used car. I would like for them to make that repair.

  Business response

  07/03/2024

  We are currently taking care of Mr. *********. His vehicle is at our vendor **** Collision. We are providing him with transportation while we are taking care of the vehicle. The costs will be covered by the dealership and the Sales manager (Rob C********** will be reaching out to Mr. ********* once the vehicle is back to our dealership to get picked up. 

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I leased a Hyundai Sonata from Vision Hyundai Henrietta (VHH) in 2018. I bought out the lease in 2021. It was stolen Christmas week 2022. It was at the Webster Vision Hyundai for nearly 10K damage for 7 weeks. I had to find my own mechanic because VHH doesn't answer or return calls, I couldn't schedule appts. In 2021 when I bought out my lease, I discovered that the wrong VIN number had been placed on all the paper work—they said they'd correct it. They never did. The 2nd week of 4/24 the door handle was ripped off my car exposing holes & was pried with a screw driver. I decided to sell this car. I went to a new dealership and started a lease transaction. We discovered that there is no valid title for my car and the VIN is still incorrect. I went into VHH because they didn't return my phone calls. When there, I was told that they don't return calls because "the have cheap phones that don't call out and they are expected to use their private cell phones." I also learned Vision Auto Group (VAG) was bought out by ******** **** ***** of Florida and all my data was lost in migration. VHH all Noa at VAG, she has a back up from before the data migration and she confirmed the wrong VIN#. And said that I need to call Hyundai Corp. *HC) I have been escalated to the "executive care team," HC is doing nothing but stringing me along. They said first it would take 5 days, then 7, now they just say they need more time. I've tried everything to get a loaner at all levels and no one has got back to me. I have done nothing wrong—I leased, bought and serviced & paid every payment on time. My insurance premium has doubled since the theft. HHC holds solid on saying that they need more time to investigate—AT MY EXPENSE for their NEGLIGENCE. I think there must be some crime or fraud at some level within the Vision Auto Group. It only takes a few days to turn. I'm up to nearly $1k on a rental. My compromised Sonata is my trade in for the new car. I live in a high theft area.

  Business response

  05/21/2024

  We are working diligently with our local Automobile dealers association (RADA) , our manufacturer (Hyundai HMA) and lender (Hyundai HMF) to expediently assist in resolving this issue on behalf of Ms. ******. The title from Ms. ******'s original lease appears to be held by the original leasing company, ******* ***** ******* out of Atlanta Georgia. At this time were are advocating to apply for a duplicate title on Ms. ******s behalf to complete resolution. I assure you that there was no loss of data during the migration process as a result of our company buy/sell completed in September 2022. We are applying for a duplicate title at The expense of Vision Automotive Group. We have been, and will continue to be openly communicating with Ms. ****** throughout the remainder of the process.
  
  
  Warmest Regards,
  Joe F*****
  Sales Director
  Vision Automotive Group
  

  Customer response

  05/24/2024

  I want my title immediately so I can end this debacle and get my new car. And I want reimbursement for the rental car and any ***** I had to take due to Vision Auto Groups mistakes. I rented for the time I was told this would  take to solve—nearly $700 and then turned it in. Receipts attached.I received your response to my complaint from the BBB . . . ###We are working diligently with our local Automobile dealers association (RADA) , our manufacturer (Hyundai HMA) and lender (Hyundai HMF) to expediently assist in resolving this issue on behalf of Ms. ******. The title from Ms. ******'s original lease appears to be held by the original leasing company, ******* ***** ******* out of Atlanta Georgia. At this time were are advocating to apply for a duplicate title on Ms. ******s behalf to complete resolution. I assure you that there was no loss of data during the migration process as a result of our company buy/sell completed in September 2022. We are applying for a duplicate title at The expense of Vision Automotive Group. We have been, and will continue to be openly communicating with Ms. ****** throughout the remainder of the process.###I am receiving the worst customer service experience in all of my 62 years from all entities of Hyundai!!Expediently? This has been going on for a month with not one returned call from Vision Hyundai Henrietta or Vision Hyundai Auto Group to this day!Why did you pass it off to ******* ***********? The entire transaction took place in your dealership. I acquired a loan from ESL and brought Mark Petersen the checks. Your office was supposed to take care of everything. You did not! Is it because you were bought out by ******** **** ***** and decided to abandon us past customers? Not your problem? I have done absolutely nothing wrong. I leased your car in 2018. Bought it out in 2021. Paid every payment on time. Maintained it. (Although I found my own mechanic because I couldn't get anyone to answer the phone or return my calls when I reached out for appointments over the last couple of years.) I Had it fixed at your Webster affiliate's collision shop after it was stolen in 2022 to the tune of nearly $10K. I registered it and had it inspected — all the DMV requirements. I did everything right as a consumer. The lease is held by the original leasing company ******* *********** because you didn't do your job and file a new title when I bought out the lease—the entire transaction took place at your dealership. And I've learned through this ordeal that you knew about the bad VIN# in 2019 through Lordes, ******* *********** Escalation Manager. In fact, she said there was A LOT of communication sent to Vision Hyundai all unanswered—including registered letters. I was never notified. I have been driving around with a invalid title for years and paying on someone else car!  I learned about the botched VIN number when I bought out the lease at your dealership. I was told by your dealership (Mark Petersen) it would be fixed. And I didn't learn of the non-filing of the title until I tried to lease a new car at my new dealership.Working diligently? Why doesn't your organization return phone calls? I called your finance manager four times over a few days when I learned from my new dealership I had an invalid title. Your employees say it's be cause "you have cheap phones that don't call out and are expected to use their personal cell phones." So I had to take time off from work to come in. While there, I sat with the finance manager in his office and he did a search of my name, and many ******s came up—but not me—nothing! He told me that my data was erased in data migration to your new owner ******** ********** *****'s system. Then I was given to another person on your staff to call Noa, who had a back up. All while on speaker phone — including my new sales person from the new dealer. She confirmed the wrong VIN#. Then I got pushed off on ******* *********** by her. And she did not return my calls.And for your information, my friends had a lease with you, but because of my bad experience they came into your store and asked a lot of questions. They too were told that ALL data was erased in migration to the new company. They went elsewhere for a new car. Your employees have one story and Joe has another!Frankly Joe, is not telling the truth about the lost data and working diligently, they pushed this off on Hyundai Corp and this has gone on for a month now with no customer service! I was told first it would take 5 days and then 7. Now, "it takes time, I need more time."The very least you could do is give me a loaner car while my compromised Hyundai Sonata with two holes in the side and a pried lock from another attempted theft, with an invalid title is locked in friend's garage. By the way, it is worth good money as a trade in too, and I don't want to lose that. Then you could take as long as you wanted to investigate yourselves and how you mess up VIN numbers and didn't file the title. Essentially, I've been paying for someone else's car for years!How would you like that to happen to you Joe? What would you do if this happened to your mother or grandmother?There has been not one returned phone call from Vision Auto Group, Vision Hyundai Henrietta or ******** **** ***** through this entire ordeal. NOT ONE!I could have been driving around in my new car all this time, it should have taken just a few days if your people had done their job right!!Because no one returned my calls (including Joe—I was in to Vision Hyundai Henrietta to inquire about a loaner car and spoke to Dan your sales manager who took down all information and copied my note pad and said he would have the general manger call me—nothing) I also left messages for Noa about this—not one call returned. I have sought out consumer advocacy agencies to help get this solved because of the worst customer service ever and the long drawn out investigation.Everyone knows the right VIN and the wrong one. Vision Hyundai Henrietta could have chose to fix their mistakes, get me my title, and then continue your investigation. But you pass it off on corporate.This way of business will get your doors closed—who wants a dealership that messes up VIN numbers and doesn't do the proper paperwork and then doesn't provide any customer service. No one! This entire situation is deplorable!

• Initial Complaint

  03/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I authorized one credit check but they ran multiple unauthorized credit checks and they also ran credit checks for vehicles that I never showed interest in buying.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I called business to ask about a vehicle I saw online. I made arrangements to come look at vehicle the following day. Later that same night I was told to put a deposit down in order to fend off other sales people from selling the vehicle, advised $500 would be enough to make sure it wasn’t sold by the time I could make it in next day. I arrived next day to test drive vehicle and saw multiple rust spots not visible in the online pictures, and the defrost did not work while driving and could not see out the windshield safely, so I returned to dealership. After thinking of the experience and my feelings on the needed repairs I reached out to my salesperson that same day to say I’m not interested and would like my refund. He said it would be submitted right away and I should see it in up to 10 days. That was January 24th. It is now February 14th and after many attempts to reach the dealership I left several messages and requests to reach a supervisor. Once I finally reached a sales manager I was told the refund request would be placed today, more than 15 business days after I refunded request. This is unacceptable. The vehicle was not safe and I was what appears to be lied to and stolen from

  Business response

  02/14/2024

  We do apologize about not getting your refund done sooner. Please see the attached credit card receipt for your refund. 

  Customer response

  02/16/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Regards,  ****** ****

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Issue: charged for options not requested on the purchase of a new car. Background: My husband and I recently purchased a 2023 ***** ** from Vision Hyundai in Henrietta. We test drove a few cars they had on their lot but they did not have the exact model we wanted. Salesman Joe --- looked up the cars they were expecting to receive soon. We put $250 down on one that was due the following week. As we were financing ourselves and would need to have an exact dollar amount, we were shown a general invoice on what the entire cost would be (but not listing specifically detailing all charges/costs such as add-ons, sales tax, prep, registration etc). During this time Joe asked if we wanted rust proofing and we were adamant that we did not. My husband I both remember that this was the only add-on that was mentioned. After the car arrived at the dealer, I went in by myself to pay and pick up the car. The Retail Purchase Agreement listed two additional fees beyond the options on the SEL package, $2,000 for Lojack theft protection and $1,750 for an Appearance Protection package. I did not remember agreeing to these, much less discussing them. When I asked Joe about this, he insisted that he went over this with us but in later conversations with my husband he agreed with my memory and reiterated that this did not occur, nor that we would have shown any interested in either. I then asked Joe if they had received any SELs without Lojack or the protection package and he then shifted to stating that ALL cars come with both at the owners’ expense. (The “sticker price” on our particular model does not list this.) I completed the transaction hoping that subsequent phone conversations with Joe would lead to some offer of adjustment, but there has been no effort on his part to suggest any remedies to unwanted additions that were over 10% of the car’s base sticker price. Needless to say we are extremely unhappy with what we see as misleading business practices, as well as some falsehoods.

  Business response

  11/14/2023

  Our General Manager Jeff H****** has been trying to reach ***** but has been unsuccessful. 

  Customer response

  11/15/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I tried to call the general manager (Jeff H******) the day I received the email with their response (11/14/2023) but I was only able to leave a message which was the only option available. I tried again today (11/15/2023) to leave a message with no response by the end of the day. I will try once more tomorrow morning.  Regards,  ***** *******

• Initial Complaint

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing on behalf of my mother, ******* *****. I have attached the Power of Attorney doc. On May 2 I accompanied my mother to Vision Hyundai of Rochester to turn in her leased vehicle and lease a new vehicle. We met with salesman, Billy B. My mom selected a vehicle to lease and wrote a check for $500 deposit. On May 4 my mom informed Billy that she had decided not to lease the vehicle and Billy assured her that her $500 deposit would be returned. The deposit has not been returned. The first week in July I called and spoke with a manager named Robert at Vision. I expressed concern that the deposit had not been returned. That evening my mother informed me that Robert called her and asked for her credit card information so that the deposit could be credited to the card that she used to make the deposit. Robert told my mother that it would take 5 to 10 business days for the deposit to be returned. On August 1 I called Vision, spoke with Robert and again expressed concern that the deposit had not been returned. Robert said that he would check into it and get back to me, but I have not heard back from him. On August 28 I sent an email to general manager, Joe F. and left a voicemail with sales manager, Sanford S, expressing concern that my mother's deposit had not been returned. I have not received a reply from anyone. On August 29 I cut and pasted the email that I sent to Joe F onto the Vision Hyundai "contact us" link" on their website. On September 3, Britney C*****, from Customer Experience emailed me and said that she was forwarding the message that I sent to the "contact us" link to the general manager. Again, no reply. I have attached: receipt for deposit, copies of the emails that I sent, documentation of Power of Attorney.

  Business response

  09/20/2023

  I have reviewed the complaint from **** ***** (******* *****). After looking into the refund, the credit card that the deposit was made on was never refunded. I went ahead and refunded the credit card for ******* *****. I do apologize that the refund was never taken care of in a timely manor. I have attached the credit card receipt plus our operation system's receipt. 

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Owned vech since 2008. Go to Vision 2xs a year for service. 05/23/2023 told undercarriage rotted out and wont pass inspection . Need to buy a new vechicle now. Told serv rep to hold on nobody is buying a new car today . Contacted ******* Corp - sent paperwork to them spoke to them - fell on deaf ears . Corp told me to contact BBB **** **** Dispute Resolution Division in Arlington Vi. ************** who handles vechecles within warranty period or lemon law cases I was in ineligible for both Now going after Vision since Corp would not help me for never notifying me rust was occuring on the undercarriage for the years and times i go for service. I dont think the rust just happened to appear on May 23rd since there was a hole - Had to take it to ******* to have a metal plate inserted and went to ***** for rustproofing hoping it will help slow down the rust - I will probaly have to go back to both places again before end of year . I asked service manager -Matt C why never notified prior to May 23rd Couldnt answer - Wouldn't tell me even where to go to have the hole fixed had to ****** that myself . Had to ****** rustproofing companies in Rochester NY as well - Chose ***** for rustproofing $162.00 vs ******* - close to $900.00 I fell ******* Corp or Vision should reimburse me for never telling me about this issue Pictures are also enlosed in the documenation. I plan on keeping care forever - cant not afford a new one - age of vechicle against me versus the low mileage. I tryed WHEC hoping they would notify consumers of this particular issue with cetain models and years built - never heard back notifified NHTSA Certified mail - never heard back - guess its not a major highway concern if the transmission and other parts fall out for drivers unaware of this issue.

  Business response

  09/18/2023

  After reviewing the complaint we do apologize for not mentioning the rust under the vehicle. To make up for it we would like to send **** ******** $200.00 to take care of the welding cost. **** please reach out to [email protected] with a good address so we can get that check sent out.  

  Customer response

  09/19/2023

  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,  **** ******** I also had to have a rust proofing application done on August 17th 2023 to try to slow down the rust at ***** - which is located down the street from Vision.,  The cost of that was $161.95      This will probably have to be done very 6 months  now due to fact mechanics and service advisors never mentioned the issue knowing the vehicle is in there every 6 months  .  i have to have the undercarriage checked every 6 months as well to make sure no more damage has occurred,   Right now i am seeking reimbursement for the welding job and the rust proof application for a total of  $323.95 due to negligence on Visons part,     I would like this case to remain open after reimbursement of these 2 items for future welding / rust proofing cost.  This could have been dealt with in a timely  matter if only someone had mentioned something over the years.   This rust did not appear overnight back in May of 2023.   . 

  Business response

  09/25/2023

  After reviewing the response we will pay the $323.95 for the welding and rust proof application. **** please respond or email ************************ with a good address so I can get the check out to you.  

  Customer response

  09/25/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,  **** ********505 Gates Greece TL RDRochester , New York 14606 

• Initial Complaint

  05/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  At the beginning of February 2023 my wife and I decided to trade in her lease and purchase a vehicle from Vision Hyundai. Our salesperson Joey G**** unsold is into a ****** *******, even though we expressed we didn’t want a ******, however we liked the features the ******* had to offer so we decided to buy the vehicle. We then purchased GAP insurance, the extended warranty and the undercoating service. At the time of purchase, we were told that there is a lead time of 5 weeks for the undercoating. Since the vehicles purchase, we have had to have it towed into the shop twice, in the first two months, to have it serviced due to a complete drivetrain failure. At this point, almost all communication had stopped. I haven’t been able to get ahold of the salesman, nor will anyone return my calls regarding the undercoating service. At this point, I don’t know what to do because I paid for a service that has not been performed. And nobody seems to be willing to resolve this matter. My next step will unfortunately be to have a lawyer reach out and settle this through a lawsuit, but I’m hoping it first get that far. By far the worst experience purchasing a vehicle and I would strongly recommend others to steer clear of this dealership unless they want a seemingly endless hassle.

  Business response

  05/18/2023

  We Contacted the customer and will agree to refund for the cost of the Undercoating due to all the issues that he experience with the vehicle. We have also agreed to provide the customer with a loaner vehicle when he drops off the vehicle to have the Undercoating installed. The Customer will contact my Service Director to schedule an appointment. Thank You  

  Customer response

  05/18/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,  **** *********

• Initial Complaint

  04/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My wife and I started our purchase and completed most of the paperwork. We returned to finalize the sale 3/2/23 and we’re kept waiting 4hrs. By the time we saw M***** for financing, we were exhausted and didn’t notice when he blocked the amount I was financing by covering with his left hand while showing me the low APR. The next day we realized that he had increased the financed amount by over $600 without consent or disclosure. Further, after agreeing to a deal, they added hundreds of dollars to the sales price and buried it. We never received a full accounting nor full sales agreement only the second page. Additionally, they added charges for items we NEVER agreed to purchase. This included LoJack, 2 service agreements we were told were included and paint protection all totaling to $1777 and they FORGED my signature and it appears on these documents all EXACTLY IDENTICAL. We spoke with Zack D***** and he assured us that he would correct it by sending us a refund of $2692 “in 2 weeks or I’ll drive it to Webster myself”. Well after 3 weeks, he and the salesman Phil S****** stopped answering calls, texts and emails. The refund was never sent. We are taking this beyond the BBB but want others to be warned. This $1777 was taken from us without ever producing any of the paperwork to us during the sale yet my exact same signature shows up on forms that I never signed. This same $1777 appears in many reviews as does the term ‘forged’ in reference to this dealership. I still do not have a complete purchase agreement. We have been stolen from and will be seeking recompense here or elsewhere. Fraud and forgery are serious. Resistall form has someone’s signature but not mine and we never agreed to it. Did not agree nor did I sign LoJack’s $699 and this is the same signature, an exact copy, that appears on a $230 ******** ***** warranty along with a truwarranty antitheft protection for $449 I did not sign.. I expect the $2692 refund I was promised from Zack D***** and not less

  Business response

  04/13/2023

  I sent the consumer an email on 04/14/23 notifying them I am reviewing this matter and will work with them to resolve their issue. 

  Business response

  04/13/2023

  I sent the consumer an email on 04/14/23 notifying them I am reviewing this matter and will work with them to resolve their issue.  

  Business response

  04/17/2023

  This matter has been resolved with the Consumer. The Consumer received a refund for the Items in Questions.

  Business response

  04/17/2023

  This matter has been resolved with the Consumer. The Consumer received a refund for the Items in Questions.

  Customer response

  04/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  ******** **********
  
  
  
  
  

  Customer response

  04/18/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,  ******** ********** 

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a car appointment on 9/25/21 to take care of the paint chip that has been painted (3) times already as well as to look at the brakes that where replaced a month prior that are squeaking. They said there was nothing wrong with the brakes, and had no loner vehicle as the painting process will take a few days. Was informed that I would hear back with a date to drop car off to get it painted for a 4th time. - 10/8/21 still no call or follow up from company - called and left a message for a call back regarding issues. Called again on 10/12/21 and left voice message again to General Manager. Contacted Hyundai Corporate 10/15/21 and nothing has happened. 2/1/22 - talked to the service manage Greg - said he wasn't aware of issues - and that if we had any issues or needed anything to schedule appointments with him and he would take care of the issues. He did advise to wait till June as painting company was backed up. Schedule a service for 7/5/22 - talked to ****** in services for setting up the appointment and was advised that she would let Greg know about the service for the brakes & paint job and that they would have a loaner vehicle for repairs. Went to the dealership to drop off car on 7/5/22 - 1pm and was informed that they have no vehicle loaner and that Greg was in a meeting and wasn't able to talk. Every time I have an appointment or an issue, it gets brushed off, and nothing is ever resolved. 1:40pm 7/5/2022

  Business response

  07/13/2022

  Vision Hyundai of Rochester has ******** car. ****** is in a loaner vehicle. We took care of the brakes yesterday, 7/11/2022. We test drove after repair and brakes had no noise. The small paint chip will be resolved today 7/13/2022 and ****** will be able to pick up her car at the end of the day today (7/13/2022). ****** was not charged or any services performed on this visit. 

*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. ↩