ComplaintsforVision Nissan of Webster

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from Vision Auto Group GMC, Rochester on 4/19/24. I requested certain documents and information (normally provide during vehicle sale). The salesman told me they would be provided. The vehicle was delivered without the documents I requested. I spent the last 2 1/2 months trying to contact anyone at the dealership, my salesman, the GM, the finance department, the parts department, emails, texts, voice mail, no one will answer their phone reply to my emails or respond to my voice mails. Additionally I was told by the salesman before delivery that the vehicle would be detailed and it was not, but rather it was delivered totally unacceptable uncleaned. I have sent a 15 page letter and all documentation to Vision Auto Group certified but have never received a response.

  Customer response

  07/19/2024

  complaint #******** My issue with Vision Auto Group has been resolved. After 3 months of trying to contact the business, they finally called yesterday to address my issues. I would still like to report that they are a poor business partner, dealership, who advertises customer satisfaction as their primary objective but they do not answer their phones, texts, voice mails or emails without coercion from an outside party. Thank you for your help.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a new vehicle from Vision Kia of Rochester on May 31, 2024. The dealer told me that I was required to purchase the "LoJack" service, but reduced the purchase price. Upon taking delivery, the dealer noted that there was rust on the car and said they would order the parts and replace the rusted panels. After purchase, I decided that I wanted to cancel the LoJack service. LoJack stated that they could only cancel if I provided the serial number, which the dearer did not give to me. I have asked the dealer for this information multiple times, but they have not provided it. LoJack stated "it is not possible that the dealership does not have the information as it is a matter of 45 seconds to find it in their LoJack portal. Please insist on them." I also want to remove the LoJack device from the car, but the dealer has not responded to requests for where it was installed. I have also asked the dealer when they will replace the rusted panels, and have received no response. I also see no evidence that any "rust-proofing" or interior protection was applied, even though multiple sales-people at the dealership told me that they apply it to every car when it gets to the lot, and again before purchase. The fact that part of the car had already rusted is evidence that no rust proofing was applied.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We purchased a ******* ***** * from Vision Henrietta in February of 2023. We were supposed to receive $500 off the purchase price of the car at the time of purchase as part of New York State’s Drive Clean Rebate. They neglected to do so at the time of purchase, so we filled out the paperwork with the dealer to receive the rebate retroactively. We sent all of the signed paperwork to the Sales Manager, Stan S*******. He was supposed to submit the paperwork and we were supposed to be sent the $500 check from Vision and Vision was supposed to be reimbursed the $500 from the state. Over the past few months Stan has ignored dozens of calls, voicemails, and emails asking for an update on the rebate. We finally reached out to the state agency that runs the rebate program and they confirmed that the paperwork was never submitted. The state said that they would help by contacting the dealer directly. Many weeks have gone by and the dealership continues to ignore my contact as well as the contact from the state. Whenever I do reach someone on the phone they take my message and claim that I will receive a call back from a manager, which has never happened. I have devoted hours to getting this simple rebate and can’t believe this company has such blatant disregard for my time and effort. This couldn’t be simpler to resolve, but Vision has made this impossible every step of the way.

  Business response

  06/22/2023

  The Consumer was issued a check for the Rebate amount of $500.00 for the NY Drive Clean Rebate Program. We are just waiting for the Customer Incentive Acknowledgement document to be returned Signed by the consumer. This Complaint has been Resolved. Thank you  

  Customer response

  06/22/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  We have not received the $500 rebate check.  We received an email earlier this week from the business.  They said that they needed us to sign an exemption form since they did not already submit the proper paperwork for the rebate and they needed an exemption form because they were doing it so far after the fact.  They said to call to arrange a time to come in and sign the exemption form.  We do not live near the dealership, so we asked them to email over the document.  They emailed over a document stating that we already received the $500, which is obviously false.  There was no exemption form at all.  We told them it would be absurd for us to sign a document saying we received the money when we didn't.  They acknowledged that asking us to sign that made no sense and that they were going to contact someone to figure out what to do and when we could get our rebate check.  This was days ago and we are still waiting to hear back about when we will receive this check.    Regards,  ******* *******

  Business response

  06/28/2023

  Consumer went to the Dealership on 06/24/2023 and picked up the check. I was under a misunderstanding that they already received the check. I did have contact with the consumer to ensure that they received the check and apologized for the  problems and delay.  Thank You Bill

  Customer response

  06/28/2023

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

• Initial Complaint

  06/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Purchased a new vehicle based on TV and radio ads that included: Paint and interior protection Lojack Protection Rustproofing Free inspections All free with every new vehicle. When actually purchasing the vehicle Dan the finance guy tried to charge me 3700.00 for said services. All I got was a key tab for free inspections. Can't tell if paint or interior protection was applied. Checked multiple points for evidence of rustproofing (multiple openings and removal of rubber plugs on body) with no evidence of rustproofing spray). Called Dan the finance guy and asked about the paint and interior protection and rustproofing. He said they were "ALL APPLIED". It used to be a highly rated series of dealerships but were bought last September by a Florida group that started this scam. Imagine having to listen to this scam on TV and radio over 20 times a day!!! Realizing you got scammed plus many many others.

  Business response

  06/21/2023

  Contacted and spoke with Mr. ***** 06/21/2023 at 4:10pm and agreed to have the vehicle rustproof installed at no charge. The customer has an appointment on June 26th at one of our other Vision locations which is closer to him th have this done. Thank you William S****** 

  Customer response

  06/27/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The following was relayed to BBB by the consumer: It was an enjoyable experience buying here.  My wife loves the car.  Thanks to Bill and the business.   Regards,  ****** *****

• Initial Complaint

  05/04/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I leased a 2021 Kia Seltos in March of 2021. I have had reoccurring, continued and worsening issues with the infotainment system. At this point, it's quite useless. I have attempted to get it fixed repeatedly and yet nothing is done. I have been told they will get back to me and they don't. I have been told they will reach out to Kia, but either they don't or Kia doesn't have a solution. I have left messages and get no response. I would really appreciate an honest discussion with them and a resolution to this matter.

  Business response

  05/18/2023

  In reference to this compliant we have performed all the repairs that are currently available by Kia to try and correct this Radio Infotainment issue. We have contacted Kia Technical Support and to date Kia has not had any new Software updates to resolve this issue as of yet and is aware of the problem.  Attached is the actual Service Technical Bulletin. Unfortunately we do not have any type of fix as of yet.   This does not prevent the radio and other vehicle functions from working other that Voice Recognition.  I am sorry that I do not have an estimated time or solution to this problem as of yet.

  Thank You

  Customer response

  05/19/2023

  I was able to open the resent, but it didn't let me add to it. So, I'm just going to say it below.

  I do not believe it is just an update that will fix my problem.  It has had issues from the beginning. I can not use the media stick because it ends up switching between my media and the radio on its own. It also causes the radio to go on and off on its own, just having the media stick in. The horn works sometimes and sometimes not. They have repaired the horn several times  The passenger seatbelt alert comes on out of the blue. I can not use navigation. 

  All of that aside, the way they have ignored me is just unacceptable.  If they think it's not a big issue then take the vehicle back and they can  deal with it. The infotainment system was a part of the reason I purchased a KIA, because it had good reviews, but as I said issues from the beginning. 

  I have absolutely no faith in them about anything at all. 

  Thank you,

  *******

  Business response

  05/19/2023

  I am not able to release the customer from her lease obligations with the vehicle this is done with the leasing company and the customer.

  We are also a different company from the one that the customer actual leased the vehicle from. Although we have kept the name Vision we are not associated with any of the previous owners, vehicle obligations, previous sales or promises made . I am not trying to make any excesses but we can only do the repairs that Kia the manufacture has available to us. 

  I have spoken to the service manager at the Kia location and told him to reach out or expect a call from the customer with regards to this complaint and the additional repairs that are needed.

  Thank you

  Customer response

  05/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept, not because I'm satisfied, but because I don't want to continue banging my head against a wall.  I will find another way to get out of this lease.
  
  Regards,
  
  ******* *****
  

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  my 2012 ***** ******* went in for a ticking noise. that was April 10,2023. on $.17 i call to check the progress. at which point i instruct Don to go ahead and get the work completed.at which point i am told that it is an 8 hour job and should be ready in a day. i finally get my van back on 4.21.23. my milage out was (113,871). That was a friday, on saturday i did not go anywhere,i spent the day installing rims and radio,amp and speakers. on sunday i travel to Hen. N.Y. and the check engine light is on. monday i return to Vision ***** for answers. i was told that it was my fault. now after a review of the carfax, the computer was reset at 113871 miles. and the spark plugs were replaced, in an obvious attempt to cover the new engine code. there was NO engine code when i came in for service. No codes at all.after p[icking it up, the check engine light is on. and now my van has been in vision for a week. this is an attempt to just get my van repaired as promised. i was also told be Steve that the car requires a 15 mile test drive. which again by mileage was not done. 3 mile different in and out. It also says that an oil change was done, but the oil change reminder was still on when i got the van. i am unsure what was done. i paid 3000 to be misled and lied to. thats not fair. Dan p***** was absolutely no help. and his manager was just barely a step above him. just poor service in my opinion. Everything i feared of a dealership repair came true here at Vision Dodge. Please help.

  Business response

  05/02/2023

  The vehicle needed a cylinder head replacement. The repairs were performed No Charge to the consumer. The other repaired that were performed were unrelated to this repair and problem.

  The consumer has picked up the vehicle and no further repairs are needed at this time.

   

  Thank you

  Customer response

  05/04/2023

  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. With the exception that the repair done had nothing to do with the repair needed. It was a direct result of the repair done incorrectly.  Regards,  ******* **********

• Initial Complaint

  04/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My ******* ******* was stolen 2/15/23. Car was towed to Vision ******* on W Henrietta Rf either 2/17 or 2/18. (The rental company through which the insurance agent booked our rental says that it's been 44 days.) For the first week-to-10 days, they were great about returning my calls and keeping me informed about what was going on, and I had been told at that time that the parts for the repairs had been ordered. The week of March 6, the insurance company sent a check (>$5000) to Vision to cover the repairs. The following week, I called to make sure they had gotten the check and to find out what was going on with the car, but no one returned my call. Since then I have called them 4 more times, and, according tot the call-log on my phone, they have not even attempted to respond. The insurance company only paid for the rental for 30 days, so we are now paying for it out-of-pocket. I am a Monroe County DHS employee and cannot afford this. I have let them know this in my messages and asked for them to give me some help, either by providing me with another car or by contributing to the rental. I did write to the attorney General's Office on Monday. I really, really need some help here.

  Business response

  04/03/2023

  We have reach out to the consumer to try and resolve the issue. This is a problem with the consumers insurance company. We are making an attempt to contact the Insurance company to try and resolve this issue for the consumer.   We have offered the consumer a rental vehicle from us at no charge until the vehicle is completed.  Thank you  *******

  Customer response

  04/03/2023

  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. BBB spoke to the consumer and the following was relayed: They did resolve everything when I finally heard back from them.    Regards,  ***** ***** ***** 

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 3rd, 2023 I received an email about a recall on my car. On January 28th, 2023 I was driving my car when the engine shut down 10 minutes after I left my boyfriend’s house. The engine was making a knocking sound I had the car towed back to his house. I found out the recall from November 2022 for the engine. I reached out to Vision ******* asked if my car had a warranty the said up to 115,000 miles. I explained what was going on I was then told by Daryll B****** who sold me that car there was a recall and the warranty was extended up to 150,000 miles. I just needed to take my car to a ******* dealer to be fixed and they would provide me with a loaner. The ******* dealer in Ithaca said they have 6-8 month wait list so I had it towed back to Rochester on March 1st. I was then told by vision I could not get a loaner I would have to pay out of pocket for a rental which I’ve been doing since Feb 1 and I would be reimburse when the repair is done. I’ve paid over $2000 for a rental so far and was the denied repair of my car due to being out of warranty. There was a recall and the recall warranty should be honored. I’ve been getting nothing but a run around. I even filed a dispute directly with ******* which was denied and they can’t give me a reason as to why. I travel for work this is completely unacceptable.

  Business response

  03/20/2023

  The vehicle is a 2016 ******* ****** with 132,815 miles that came in on March 01, 2023. We attempted to reach out to ******* for the consumer and ask  for assistance regarding the repair. ********* response to us was the vehicle doe not Qualify for this campaign do to the nature of the failure. The extend coverage was for Rod Bearing failure only. ******* determined this is not part of or qualify for the the engine extension. I consumer was told ******* will not pay for of provide any rental assistance unless the repairs are covered by *******. Unfortunately there is nothing further we can do.  The consumer has been advised and has not picked up the vehicle as of yet.  Thank you  William S****** 

  Business response

  03/22/2023

  We have tried to reach out to ******* on the consumers behalf and was told by ******* that this repair are not covered due to Time and or Mileage. This problem with the vehicle is not part of the ******* Vehicle Service Campaign / Service Bulletin as the consumer has stated in the complaint. I have attached a copy of the decision by ******* that shows they have declined to cover the repairs. Please refer to Remarks from PWA CTR.   The vehicle factory Warranty for a 2016 ******* ****** is 5 years or 60,000 miles basic, 10 year or 100,000 miles for powertrain from the original date of purchase. The vehicle currently has 132,815 miles on it thus it is out of any factory Warranties.  At this time there is nothing more we will be able to do for the consumer. I am looking at the pricing of the parts and labor needed to try to assist the consumer for the repairs needed.  Thank you   William S******

  Customer response

  03/23/2023

  Better Business Bureau:  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.  I spoke with the supervisor Aaron at ******* ***** ******* yesterday 3/22/23 I advised him I received an email from Vision ******* stating I had an open recall on my vehicle. He advised me I should take it up with Vision since there are no open recalls. However on Jan 28, 2023 my engine blows. The last recall my campaign the addressed was service campaign 966 which for the engine and still  resulted engine failure. I feel they should be held responsible.   Regards,  **** ******* 

• Initial Complaint

  03/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I want to start by saying that if this issue is not rectified, my next steps is going to the **** and the ******** ******** office. This complaint has to do with not following NY state law, no communication, broken promises, phone calls not returned by upper management, writing up a false invoice thinking I wouldn’t have caught on which is fraud, signing under false pretenses, and Auto Dealer Fraud. So there’s not enough room to put down every single detail that happened in this complaint form. So my full details I put down in the upload document section. I’m requesting a refund of $3,083.67 Total. Included is screenshots/documents of my complaint in full detail, numerous ads showing the actual car price of $10,994, ad showing no mention of a mandatory package, ad showing navigation in seller notes, text messages with salesman of him apologizing for saying it had navigation and getting the sales manager involved, text messages showing there is errors with the original sent invoice that was falsified, the actual falsified invoice, ad showing the ********* warranty from your website I was supposed to get documentation on along with texts of me sending it to salesman, emails to store manager and 2 employees trying to resolve the issue before the sale, texts with 2nd salesman asking for documentation of 3 repairs that was supposed to be sent that day, the actual registration fee price from the DMV website, all documents from the final sale showing wrong price listed on documents, and that the extra package wasn’t mandatory per the contracts for the companies.

  Business response

  03/22/2023

  I have contacted the consumer and working with them to resolve this complaint. Will update file with the resolution. 

  Business response

  04/03/2023

  The email was sent to me on March 29th at 12:05pm. I responded to her email on March 30th at 8:07am. I made arrangement with our service department on 04/04/2023 for the consumer to drop off the vehicle so we cans look at it. I am also providing her with a loaner vehicle until the repairs are completed.

  Customer response

  04/07/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. All extra packages that they told me were “mandatory”, extra tax charged, extra finance charge, and $450 for me to put GPS in car per the original ad and what we were told was all refunded in full. New oil pan that was put on per the sale of the vehicle was fixed after a leak was found as well. I was also refunded for having to get a replacement registration since the one from them came with ink off of it because they put it in the envelope wet (which I didn’t ask for and was a kind gesture). I just wish we didn’t have to go through all of this from the beginning. And hope they are looking into what the Henrietta location did. I also hope they stop telling people these extra packages are mandatory and raise the listed car price over $2,000 due to it. I’m glad Bill S****** from corporate handled this appropriately. Regards,  **** ****************  

• Initial Complaint

  03/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Me and my husband called them asking to pre order a *** **. It took a couple days to finally start the process and they require a 500 dollar deposit to start it and that money goes towards the purchase of the vehicle. So we paid it and started the process and got the quote and they asked us to submit a credit check and my driver's license and insurance paperwork and so we did. But after we submitted all the information, the dealership would not respond to us. We tried calling and got nothing and it had been at least 6 days since it was submitted and the text was to the persons personal phone directly who was helping us. We haven't had any news or updates on anything.

  Business response

  03/07/2023

  I have tried to call the consumer but was unable to reach them or leave a message.  Attached is a copy of the refund check in the amount of $500.00 that is being sent to the Consumer. I also sent an email to confirm the mailing address is correct. If I do not get a response by tomorrow I will assume it is correct and send the check out via FedEx Mail. Thank you  William S******

  Customer response

  03/08/2023

  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,  ******** *******

*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. ↩