ComplaintsforVision Hyundai of Rochester

• Initial Complaint

  05/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a 2021 ******* **** from this dealer on December 4, 2021. The day I bought the care and signed the financing agreement, I had signed to have my registration transferred from my trade-in to the ******* ***** After 1 month, I had not received anything about making finance payments or received my new registration. I tried to setup an account with ******* ********* but was told my name was not associated with my VIN, even though it was in the ********* app. A customer service representative told me that they would look into it and I should hear back in a week. I never heard back. I called back again a few weeks later and was told to call the dealer. After 3 calls, someone finally called back stating they did not have my correct phone number even though it was correct on all copies of sales documents I had. The care was previously bought and returned but was still under the prior owner's name. I mentioned that I was happy to resolve the financial issues, and did, paying all of the back payment amounts with interest in May 2022. However, I also said that I still had not received my car registration. I was told this would be looked into but have not heard anything. I then called the general manager regarding my registration transfer and have yet to hear back. I know I paid for VIsion Hyundai to to do the transfer and was previously told there would be nothing for me to do. I do not have the paperwork required by the DMV from the dealer to complete this transaction on my own.

  Business response

  07/18/2022

  Below is ******** ********** account with Hyundai. Her account is in good standing. Her registration has been taken care of as well. (See attached document).

• Initial Complaint

  02/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In August, 2021, I leased a car from salesman Mark at the Henrietta Hyundai location. Shortly thereafter, Mark made it clear to me in text messages on August 31, 2021 that if I let others know about the good leasing terms, and sent the people directly to Mark, that I would get $50 per referral. So I got Mark's permission to use his number/address, and went online to encourage people to contact him, and answered some of their questions. Minimal, but it was time and work that I put in; I was working in good faith that Mark would follow through on his agreement. I know at least 2 individuals, and perhaps there are more, who went to Mark and leased a vehicle. For the past 6 months, I have been texting with Mark about following up with me on the total # of referrals. He told me in early October, that I have 'a check coming my way' via text. I've followed up with Mark several times *each month*, and each time he responded positively that he was on it, that he would follow up, that we would check on the status and get back to me. I believed him, but he never did, and I feel like the fool that he's been playing. Yesterday, Feb. 8th, at 10:30 I called the dealership to register a complaint with Joe, the general manager. The receptionist asked why I was calling, and I was very upfront. I told her I had a complaint, that I wanted to speak with the general manager. She asked me if I could tell her who the complaint was about, and I told her "Mark". I then waited on hold for 5-10 minutes, was connected to Joe's phone, which rang and rang and then I left a message on his voicemail. That was over 34 hours ago. No call back, no response whatsoever. I did all I could do to try and resolve this with the dealership, and went way above and beyond with Mark over some 15-20 texts. I am extremely grateful the BBB exists so that I can lodge this complain with, and that can intervene to help a resolution. Thank you!

  Business response

  03/22/2022

  Vision Hyundai of Rochester sent ****** ******* a check and it has been confirmed that he has received it. 

  Customer response

  03/27/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  The business is claiming that a check was in fact sent to me.  Because part of my business at the dealership was to return a recalled vehicle, I did receive a number of checks, and it is possible that I received one from them for what I am registering a complaint for.  I don't know.  It is notable to me: the business did not include the check #, when the check was deposited, or the check amount.  Nor has the business reached out to me, as I requested, to have a conversation.  

  So, no, I am not yet satisfied, but we might be a little closer to the resolution.  Can the business kindly give me a call, and tell me what information they have about the check that they claim was issued to me?  That would seem to be the minimum here.

  Thank you!

  
  

• Initial Complaint

  01/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Temporary Registration has expired so I am unable to drive my new car. The DMV says it has not received the proper paperwork from the Dealer to issue the permanent Registration. Have contacted the dealership and the Vision corporate office many time over the past two weeks and no one is returning my calls.

  Business response

  03/22/2022

  Joe F , our General Manager, called **** on Saturday, March 19th, and **** assured him that he received his permanent registration for his vehicle.

• Initial Complaint

  12/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used 2014 Hyundai Santa Fe in March 2020 VIN: ***************** from **** **** ******* *n Hamburg NY. At the time of purchase I had 64,000 miles. The power train warranty for second hand Hyundai owners ends at 60,000 miles. At 98,000 miles (still under warranty if I was original owner) the engine failed. The 2 engine repairs in Aug 2021 cost me a total of $4,200 out of pocket. Now in Dec. of 2021 the engine failed again. The original failure involved a starvation of oil to critical engine parts causing failure. It now appears that the I trough a rod bearing in the engine. This can be caused by engine oil starvation. Now the Vision dealer in Canandaigua has my vehicle and wants $4,700 to fix it again. This constitutes the third major engine repair in 4 months. They are stating that they wont cover it because it's not the exact part that failed 4 months ago. That's not the way engines work. A oil distribution issue can cause a failure 4 months later. I am only looking for a $4,700 repair to be paid by Hyundai for a resolution understanding that it does not fall under any implied warranty.

  Business response

  03/21/2022

  **** ****** did not purchase any extended warranties. The secondary owner only gets the 5-year, 60-thousand mile warranty on their car. The vehicle never came into the Hyundai Canandaigua facility, however with the rod knock on the car, our service manager offered to rebuild the engine at the $4,700 price range. The customer had his Santa Fe repossessed from our facility and bought a Nissan Rouge with around 70 thousand miles. With that being said, there is nothing we can ultimately do for the second owner on a vehicle with no extended warranties. **** has been a very loyal Vision customer and we have appreciated his support.

• Initial Complaint

  10/15/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a car from Mark P  6/17/2021 and was told that I had to purchase an extended warranty to get the loan. That was not true. I wanted to cancel it when I called in September I ended up speaking to him and he stated he was doing me a favor by not having me cancel until I traded the vehicle in. I then waited until I knew it was his day off and called to speak with Paul who deals with the contracts just to be told he was off for the week and then I left a message stating that I wanted to cancel the contract. I never received a call back. I called portfolio (the company the extended warranty is through) they do not do cancellations. I have a email of all information that I sent to them on 9/23/2021 stating everything that I had done to cancel the policy up to that point. Vision had not responded to them and then Vision stated that they would not refund in full because I did not contact them within 60 days!

  Business response

  02/17/2022

  Unfortunately **** had poor credit so we did everything we could to get her approved. Canceling the warranty would not lower her payments. Our general manager, Joe F , has reached out to **** to see if he can get her into a new vehicle that would be more affordable for her.

*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. ↩