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:08/01/2024

  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.

  I was advised on the price of the vehicle. The finance manager added additional $6000.00 vehicle service charges to the price without discussing additional services. 1. Roadside assistance 2. Vehicle service contract 3.Appearance protection 4.Traceable theft protection with additional charge. Then asked the lender for the cost of the vehicle with additional service charges without my acknowledgement of the additional service charge request to the lender. After securing funding for vehicle and additional services then the dealer explained additional services. I did not have opportunity to opt-out of any additional services before requesting for funding from the lender.

• Initial Complaint

  Date:03/13/2024

  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.

  I bought in my Altima Nissan car in at Vision Nissan in Webster because of thumping noise and engine light was on that came on the day before. They had my car for a week and claim they found other problems that I felt I was unnecessary, most of things I already had work done to it before and they over charged me for. They even tried to put fear in me by saying one of the valve was leaking and said if I don't fix it, my engine will die. They kept changing prices on me from oringinally what they told me and a few days later they wanted another $700 for it. Also to many sales men keep calling me from there, everyone there seem to not no what's going on and giving me false information. I went to get the car from them the first time and I noticed it still wasn't fixed properly so they took it back, and even had me driving the tech in my car to hear the noise and he confirmed. Again they had my car another day. I went to get my car and noticed a piece to my muffler was missing and my car is not riding to good. The engine sounds a little louder and I feel they messed up my car. They claimed the tech was gone for the day, they don't know where my piece of the muffler went, they took pictures of it and said they will get back to me. I have not heard from them again. This was my first time going to them for my car service and this buisness is very very very bad and unprofessional.

  Business Response

  Date: 03/19/2024

  The vehicle for **** *****. It was towed on 3/2/2024 from **** ****. The complaints were noise in the front of the vehicle as well as the check engine light was on. As the photos tell the story. Clearly the motor mounts were the wrong ones, **** **** came with the store manager, district manager/ field tech and a corporate representative. All parties agreed that they were the wrong parts that they had installed. We also found the engine cover was missing a screw. The hose for the positive crankcase hose was not attached as well. We replaced the Mass air flow sensor, spark plugs much needed. While performing the tune up we found the valve cover gasket was leaking at the access ports for the spark plugs in which the gaskets come only with the valve cover itself. Not replaced the engine light would return shortly due to getting oil contaminated. As far as the tailpipe you will see the rust accumulated where it was whether broken or rotted off. That does not occur in six days.  If you have any questions or concerns please reach out to me directly  Chris S********  Vision Nissan Webster Service Manager ******************************

  Customer Answer

  Date: 03/25/2024

  There is some noise still in engine, some vibration, and light thumping sounds. I feel work wasn't done properly, a part of my muffler is missing from them, they took pictures of them and never got back to me. The papers showes how much they charged me excessively,  I was told I needed new valve and work to throttle body that I don't see on receipt. Also, the repair was supposed to be included in price and that was not done. 

  Business Response

  Date: 04/17/2024

  The vehicle for **** *****. It was towed on 3/2/2024 from **** ****. The complaints were noise in the front of the vehicle as well as the check engine light was on. As the photos tell the story. Clearly the motor mounts were the wrong ones, **** **** came with the store manager, district manager/ field tech and a corporate representative. All parties agreed that they were the wrong parts that they had installed. We also found the engine cover was missing a screw. The hose for the positive crankcase hose was not attached as well. We replaced the Mass air flow sensor, spark plugs much needed. While performing the tune up we found the valve cover gasket was leaking at the access ports for the spark plugs in which the gaskets come only with the valve cover itself. Not replaced the engine light would return shortly due to getting oil contaminated. As far as the tailpipe you will see the rust accumulated where it was whether broken or rotted off. That does not occur in six days.  If you have any questions or concerns please reach out to me directly  Chris S********  Vision Nissan Webster Service Manager ************ ******************

• Initial Complaint

  Date:02/08/2024

  Type:Billing 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 December 20, 2023 I sat down with Cynthia B*** from Vision ****** to discuss options to the ending of my lease of my 2021 *****. I was offered two options to buy my car that I was currently leasing or to lease a new 2023 *****. I was leaning towards buying my vehicle because there were no changes in the 2021 compared to the 2023. Cynthia had her manager sit with me and tell me that they would give me a remote start and a new leased 2023 ***** for 10 dollars more a month. She said this had to be done before the new year. I told her I would think about it. I decided to get a new lease because it was only a $10 a month more difference than buying my car. It made sense. I was told to pick how much I wanted to put down and what monthly payment I wanted. I have documents. I picked $1000 down with a monthly lease payment of $389.40. I signed the paperwork for this and was informed I needed to make the first month's payment. So for a total of 1,389.40 I thought I was all set. I was not told that I needed to make first month's payment by Cynthia, but I did it. I received a bill for $3,9921.21 on January 9th. I alerted Cynthia B*** and Bobby M* ******. I was told by Bobby that he would take care of it that I just needed to text him a copy of it. They did not know what this amount was for. Well on January 22nd I called Bobby because he never called me back. He told me that I owed this on my old car for mileage. I explained to him that was incorrect and not what I was offered by the dealership when I signed for my new lease. If that was the case I would have been happy to purchase my old vehicle. I was not told that I would owe any additional money. This is my 4th ***** with Vision and I have never had a problem like this. I explained this to Bobby and he said he would call me back and he never did.

  Business Response

  Date: 02/29/2024

  Ms.*****, we sincerely apologize for the miscommunication regarding your lease termination. We appreciate your continued patronage of our store, and would like to offer payment for the remaining lease-end bill that you were charged by ******. Please do not hesitate to contact me directly in the future if you have any questions or concerns.  Joe F***** Sales Director Vision Automotive Group *******************@**********.com

  Customer Answer

  Date: 03/04/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I have been advised by my lawyer to not accept this.  There was no miscommunication.  I have bought and leased 3 vehicles from this business and I have never had a problem until they changed the sales personnel.  I was told that a down payment of $1000 was acceptable otherwise I would have purchased my previous vehicle.  They even have commercials that are promoting the sales of new leases with a requirement of a down payment and no problem if the mileage is over. I will continue to pursue my complaint with my lawyer.   Regards,  ***** *****

• Initial Complaint

  Date:11/14/2023

  Type:Billing 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 purchase gap insurance when I bought my 2018 ****** *****. I total my car in September 17, 2023. I went to the dealership to ask for portion of my gap insurance back only to be told that the business was out of business and that I was not entitled to any money's due back. For that reason, I was not notified that ****** motor went out of business, not by mail, not by email. I Emailed over all the documents stating that my vehicle was damaged and that it was a total loss and that Insurance Company had paid my vehicle off. I also received a letter from ****** motors stating the vehicle was paid off and to go and collect my gap insurance that I have paid for when I purchase the vehicle! When I called *********** options 5 to check up on my refund I was told that ****** motor head went out of business and there was nothing that could be done for me.

  Business Response

  Date: 12/19/2023

  The Vision Automotive Group went through a buy-sell September 2022. We cannot issue refunds on cancellations of warranties. Please see the attachment regarding cancellations. 

• Initial Complaint

  Date:07/29/2023

  Type:Order 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.

  put a deposit down to hold on a car coming in on the 13th of July. That date came and went with no communication from the dealership, I then called on the 15th of July asking where the car was. My sales person said " oh! I have great news I was just going to call you about a car on the 17th, also I had your phone number written down wrong!" Sure. On the morning of the 17th my banks calls me to confirm that the dealership would be paying off the remaining balance on my trade in and that I would like to finance the new vehicle again with them. I go to the dealership and finalize papers, at the end of my interaction with the finance manager I then again explicitly reaffirm my inquiry if the loan would be through my bank, I was then told no, they went through ***** ***** because it had a better interest rate, despite their own contract clearly stating they do no impose or suggest a loan based on interest rates. So they went ahead without my consent on going through a different lender despite my instructions. So then, over the weekend I notice a dent in the door. I call back and ask about getting it fixed since I bought their paintless dent and repair package. I was then told no they don't do that. I bring the car back to the dealership on the 25th and show my sales person, she then gets another senior employee to see the dent. This individual then proceeds to pick at the dent and thus removing paint and exposing bare metal. He then tells me maybe they can buff it out with the service department. So vision ****** further Damages my new car. I confer with another dealership who tells me to contact ***** ***** about the non consent to finance through them, as well as ****** corporate about all this.

  Customer Answer

  Date: 07/31/2023

  I would like them to answer to the loan, and as to why they went ahead with another lender after explicitly telling my salesperson I wanted to go through ***, *** whom of which called me on the 17th to confirm this. I then inquired to clarify with the finance person that they went through *** and he told me no and they went through ***** ***** because they have a better rate. Vision ******* contract clearly states they will not inform or suggest or purpose a lender based on interest rates. 

  Customer Answer

  Date: 08/10/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The consumer relayed the following to BBB: I met with the owners and they took care of everything, as of this afternoon I will be in a new car with a loan through the correct financial institution.  Thank you.  Regards, ****** ****  

• Initial Complaint

  Date:08/15/2022

  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 January 2022 I received a flyer in the mail at my home focusing on people like me, just right out of bankruptcy, who may want to get into a car at a great rate. I called the dealership, Vision Nissan of Webster, NY, and spoke to a sales rep by the name of Matt R******** to find out a bit more about the program as I was in no rush to get into a new car immediately. I owned a beautiful *** ** electric car that was a bit of a challenge in the snow and was simply looking at possible alternatives, if the math made sense. Proof attached of my text to the sales rep that I was not in a hurry to make a “bad” deal.  The sales rep above at Vision Nissan indicated that he has a great point person at *********** Bank who gets anyone practically approved and will find a great opportunity for me. I did indicate to the sales rep that I had just come out to bankruptcy, thus I’m sure the flyer from Vison Nissan was directed to me as they have knowledge of those of us people out of bankruptcy, and didn’t want to find myself in a whole new set of financial mess. He understood that, took in my income information over the phone of $1200 Part Time at my ****** job per month and $2,750 at Social Security per month as on I’m on permanent disability. I followed it up by providing my last 2 paystubs from ****** and my award letter from Social Security showing my monthly income. Total monthly income about $3,950. Well, let’s fast forward to just about month after I purchased the car. I immediately fell under financial stress as the new car sold to me is $150 more per month than my *** that I traded in. My accountant reviewed my books and stated that no way I **** should I have been approved for a $33,000 loan making only $35,000 per year. The debt-to-income ratio is nowhere in the ballpark of approval by any ethical bank and lending standard. Let’s fast forward again, as you can see enclosed, as the Office of the Comptroller of the Currency is now involved, they received correspondence from *********** ******** Bank stating that I’m making a “salary” of $1,800 at ****** per month and $3,300 from Social Security? Seriously? Who came up with these inflated numbers as I provided my proof of income (last 2 paystubs and SS Award Letter) and these are NOT numbers I had provided. I called *********** ******** Bank on Friday, August 12, 2022 and asked them where they got these numbers from as I want to know who manipulated my income to get me approved when I clearly wasn’t qualified due to my debt-to-income ratio. The bank stated “Vision Nissan” is the one that did your application, we never saw your supporting employment statements, so ask them. Seriously? Now the bank is trying to wash their hands claiming that they don’t verify income and now blames the dealership? What bank approves a car loan without verifying income? I can guarantee you the dealership is now going to blame the bank for approving me when I clearly was not qualified for a car loan. So, here we are today. I have a car I can’t afford and I no longer have my *** that was extremely affordable, no gas to worry about, that worked perfectly with my finances. Now I’m stuck with a $500 a month car payment that in no way, shape or form I can afford. All due to the dealership and the bank working in concert in manipulating numbers in getting me approved for a vehicle they knew well I had no business in getting into as my debt-to-income ratio was nowhere near approval numbers. Instead, they evidently, in concert, fluffed my income by over $1200 per month to push the loan thru to my detriment. I’m hoping to get assistance in this matter before I seek the assistance of the Federal Trade Commission for the bank and the dealership falsifying my income to push a car loan thru. 

  Business Response

  Date: 11/12/2024

  Michael S**** of Vision Nissan Webster has advised that this BBB file date was prior to the current management.

  Customer Answer

  Date: 11/12/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Successor liability: When you acquire a business, you may inherit certain legal liabilities, especially if the previous owner did not properly disclose or resolve outstanding legal issues.  Regards,  ******** ******

  Business Response

  Date: 12/04/2024

  Jerry Y******** of Vision Nissan Webster has investigated the matter further and it was found that ******** ****** did not favor his rear wheel drive electric vehicle because it did not handle well in the snow. ******** insisted that the dealership sell him a newer vehicle with all wheel drive. The lender asked for ********** income verification, even though it may have differed from what was originally put on the application; they approved the loan based on credit merit and affordability since ******** was coming out of another car payment. All of the numbers, contract rates, payments, and terms were gone over with ******** and the Finance Manager before ******** agreed to everything and signed all of the legal documents. After Jerry Y******** pulled the file and reviewed everything with the dealership as well as *********** ******** Bank, Vision Nissan Webster came to the conclusion that the dealer did everything compliant and full disclosure to the Lender and ********. The dealer has no obligation to reverse the transaction, or refund any money. ******** ****** is more than welcome to stop into any of our locations, if he would like to explore an option to trade it for something more affordable if the deal merits any equity in the current vehicle ******** is driving. Otherwise, Vision Nissan Webster considers this case closed.  

  Customer Answer

  Date: 12/04/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.The dealership's response is either arrogant, ignorant, or both. It's deeply disturbing that a dealership would be so desperate and thirsty for a sale to falsify someone's income without their knowledge, especially when there's clear documentation to the contrary. It's even more concerning that they failed to respond to the New York Attorney General's office's request for a copy of the credit application. Please see the NYS Attorney General's Fraud Division email to me below. I took me nearly two years to get a copy of it. You wonder why? It's because the credit application clearly shows that my income was inflated by the collusion between the bank and dealership to the tune of nearly 33%. That's compared to the paystubs I had e-mailed your **** ********* at your dealership on January 15, 2022. Regards, ******** ****** ************** ********* ************************************ Dear ******** ******: We have presented your complaint to the company. Despite our repeated efforts, they have failed to respond. Unfortunately, we cannot assist you further. We can take formal law enforcement action only when we have evidence of a business's pattern of repeated or persistent fraud or illegality. In the case of individual complaints, our role is limited to that of mediator. Mediation is a voluntary procedure, and we cannot force either side in a dispute to settle a complaint. When the company refuses to cooperate, your only recourse is in court. Small Claims Courts are the most convenient forums in which to file suit. In New York State, you may sue in Small Claims Court for up to $5,000, except in Town and Village Courts where the limit is $3,000, exclusive of interest and court costs. Furthermore, in New York State you must file a small claims suit in the county where the defendant resides, is employed or has an office. An attorney may represent you but is not required.  Contact your local Small Claims Court for further information and, in New York State, for a booklet explaining how to use the Court. In addition, the *** **** ****** ******** ******** ***** ******** provides guidance on how to use the Small Claims Courts throughout New York State. For information, visit their website  ** ********************************************If you have not already done so, you may wish to discuss this matter with a private attorney. In the event you need a referral, I suggest you contact your county bar association or, in the alternative, the *** **** ***** *** ************* ****** ******** ******* ** *************** Typically, initial consultations are relatively inexpensive and do not commit you to further representation. This office cannot represent individual consumers in court or give individual legal advice. I regret that our efforts have not led to a resolution of your complaint. We will keep it on file in the event a pattern of complaints concerning this business develops. Very truly yours, ******* *******NYS Office of the Attorney GeneralBureau of Consumer Frauds and Protection*** ******** ****** ********** ** ********* ***** ******** * **** ***** ******** * **********************************

  Customer Answer

  Date: 12/05/2024

  Vision Nissan of Webster, NY took over 26 MONTHS to finally respond to me and the BBB regarding this complaint, and their response was nothing short of bizarre and completely dodged the facts of the matter. Additionally, as this dealership never responded to me or the BBB in 2022, 2023, and only now in December 2024, I had to seek assistance from the NY Attorney General's Office. Even the Attorney General's Office was denied a response from Vision Nissan of Webster. To be clear, Vision Nissan of Webster, NY did respond to my complaint with a very bizarre response, but only after 26 MONTHS from my original complaint filed in August 2022. Please note that the BBB actually closed this complaint file in September 2022, apologizing that they couldn't assist as the dealership failed to respond to them. So, now in December 2024 Vision Nissan of Webster is trying to save face and pretend they care 26 MONTHS after the original BBB complaint? It's unbelievable and you can't make this stuff up.