ComplaintsforVision Buick GMC LLC

• Initial Complaint

  09/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I located a 2015 ******** ***, at Vision Buick GMC, *** ******** ***** ** ********** ** ****** I was unable to test drive the vehicle due to it being in prep/detailing for 3+ hours after I arrived. I asked multiple times to test drive the vehicle, and was told that the vehicle would not be ready for several hours. I was then pushed to the finance office to sign the paperwork. I even purchased a full-coverage extended warranty from Vision. I left Vision without a test drive and about 20 mins later, I noticed that there was a bad shake/vibration throughout the vehicle when applying the brakes at highway speeds. I had also observed a grinding/rattle noise when cruising at a steady speed. I immediately contacted the salesman from the road to advise him of these major issues, he assured me that I could continue to return home to Long Island and that he personally would make sure the issues were made right once we arrived home and were able to take the vehicle to a ********* dealer for diagnosis. Upon stopping for fuel, I noticed a sticker on the vehicle from a drag racing strip, a fact that was never disclosed to me prior to purchase. The servicing dealership found that the brake vibration was due to severely warped ****** ******* brake rotors, a result of prolonged racing abuse by the previous owner. I was quoted $17,000 to replace all four brake rotors, and an additional $500 to replace the supercharger belt which was causing the rattle noise when cruising. They also diagnosed an interior water leak. I called GM/Part-Owner Mike and Service Manager Kyle at Vision. They stated they must have a management meeting to determine “what they would be willing to do” on a vehicle they sold me only days prior, and had previously assured me would be rectified. Vision Buick GMC decided they would not be willing to assist at all with the repairs on the vehicle, and stuck me with the $17,000 plus, bill. The vehicle is still currently at ********* awaiting a resolution.

  Business response

  10/18/2024

  Recommend carbon ceramic brakes be removed and standard brakes be installed to assist with cost. Carbon ceramic brakes are $15k to replace. Brakes pads pass inspection and customer complained of a pulsation only present at speed. Since the customer does not track the vehicle, standard brakes would suffice at a much lower cost point.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/30/24 I turned in an existing GM Leased Vehicle and signed a new lease with Vision GMC. I live almost 2 hours from the dealership so we negotiated the agreement of the lease prior to me going in, one of those being they would take care of the mileage overage on the leased vehicle I was turning in. Their systems were hacked a few days prior, and everything had to be done manually and was a bit chaotic during signing. While waiting for the finance manager, I confirmed with my sales rep Michael S**** that mileage overage was being taken care of, to which he confirmed. I was surprised to see an invoice from ** ********* on 7/22 asking me to pay for the overage. I called ** *********, and they said if that was promised by the dealership the dealership would have to handle it for me. Since then, I have called multiple times and left multiple voicemails and this still isn't resolved. No one will return my call, and the only call they returned was one stating I would file a complaint back on 8/16/24. I sent Michael the statement and he said Thank You. I've followed up with him 3 times since then and each time he tells me "he'll handle it" and I don't hear a thing. I'm receiving collection calls about this balance which will affect my credit, and I need this company to do what they stated they would do when I agreed to purchase a new lease from them. I've never dealt with such a lack of customer service and follow up. This has been the most frustrating and time consuming experience to resolve.

  Business response

  09/23/2024

  The vehicle in question was going to be purchased for inventory. Prior to delivery the customers vehicle was damaged and not repaired. We are no longer able to purchase it due to the unrepaired damage and grounded the vehicle as a lease turn in. 

  Customer response

  09/23/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  None of the information this business came back with was relayed to me at the time of purchase into my new lease. Furthermore, after several calls to try to resolve, my sales associate Michael called me, told me "That was absolutely promised to me", and asked me to send him the statement to handle, which I did. I've attached messages with the sales associate, stating it would be resolved on multiple occasions, and I won't accept any other resolution than what was promised as a stipulation of signing my new lease, and all of the subsequent "we will resolve this" messages that I've received since.    Regards,  ***** ******

  Business response

  09/24/2024

  I have offered to pay the mileage of 794.00, hopefully that is enough to resolve this issue. I am very sorry for all the inconvenience and confusion. 

• Initial Complaint

  08/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  WOW! Where do I even begin!? I waited nearly 2 years for the *** ****** ** and when it finally came, there has been problems since day one with a "High Voltage Warning". Multiple reps have told me the car could have blew up and is not safe to drive! After 6 weeks i decided it's time they fix it as I was tired of them trying to tell me to "just plug it in and hopefully the message will go away". It's been 2 1/2 months and the vehicle is still broke an unsafe. they have to replace the entire battery which then completely devalues my car! GM told me to file a complaint with the attorney general, so I did... and now GM can't talk to me and netiher can vision! It's just a complete madness of a story. Nobody cares, nobody wants to compensate me, the dealer and GM has done disgusting business. Whoever runs Vision buick thinks they are a big shot and can't even call me like a man to resolve this and do honest business, he's hiding behind his desk collecting money from doing dishonest business. It's such a disgrace that I go there with my family as school starts next week and I NEED a vehicle, and Vision refused to give me a vehicle to drive. I hope this dealership gets shut down for the business they have done to me, nobody should ever have to go through what i've gone through and this is only a fraction of what i've had to deal with. This is an unnacceptable way to do business and as a business owner myself, I would never do business like this. I would take a loss before anything, especially to keep a customer happy. These people in charge know nothing about running a business.

  Customer response

  08/28/2024

  Better Business Bureau:  The consumer notified BBB that the business resolved the issue.   

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 7/24 I put a $500 deposit on a 2021 ***** ***** ive been told i would recieve my deposit back in 7 business days. Ive reached out to this company 5 times already being told that a manager would call me back never recieved call. When I call the store and ask to speak to store manager they are always to busy to speak and never call me back like im told even after how I explain how long its been and no one follows up.

  Business response

  08/13/2024

  We apologize about the delay in refunding your credit card. It has been refunded on 8-13-24. Please see the attached credit card refund receipt. 

  Customer response

  08/19/2024

  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. I have received my refund and would like to close the complaint. Thank you Regards, ***** ********

• Initial Complaint

  05/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The process of purchasing a new vehicle should have been an enjoyable experience. Unfortunately, this was not the case for me. Initially, I was given misleading information regarding my credit application and was led to believe that it had been approved. Despite bringing my concerns to the attention of both the sales associate and the general manager, I never received a follow-up phone call as a new customer. Furthermore, my deposit, which I had put down on the vehicle, was never returned to me. I have asked for documentation confirming the refund of my deposit, but it has not been provided yet. I made the deposit with my debit card and was assured by Michael Smith that he would notify the finance department. The refund was expected to be processed in the same manner as the initial deposit. I believe I am being contacted because I decided not to do business with Vision Buick GMC. The sales associate's level of disrespect was extremely appalling. Additionally, my deposit for the vehicle was not returned. Due to these negative interactions, I decided to purchase my new ***** from **** ****. Despite reaching out to the finance department multiple times, there has been no follow-up. On two occasions when I visited the location, I faced discrimination as an African American woman. When attempting to speak to the appropriate management personnel, I was provided with false information and lies. As a result, I have chosen to take legal action against this matter.

  Business response

  05/28/2024

  In response to claim # ********, after checking on Ms. ******* refund, we had already processed it prior to her writing the compliant and should be in receipt of the $300.00 deposit so we can consider this matter satisfied. Thank you. Michael C****** General Manager

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my vehicle to the Vision Buick GMC dealership September 29, 2023, because the vehicle would not shift to park and in turn could not be turned off. Come to find out this is a know issue with GMC vehicle going back to 2017. I found out on my own after research. I did not get my vehicle back until January 11, 2024. I was never told what the actual issue was, no one ever called to update me. I had to call repeatedly to try and get information to no avail. I was told in November that the part needed for my car would be in December 4 and I would have my car by end of that week.Then I was now being force to buy a battery. The shop never unhooked the battery although they knew the car could not shut off. I had no issues with my battery up until this occurred. I argued this yo no avail. Even though GMC has been replacing batteries at no cost if the car was covered under warranty for the issue i was having. We went ahead and paid for the battery. However, when we picked up the car we were informed there systems were down so they could not provide me with a receipt at that time they would have to mail it. Although, the system worked fine enough to take my payment for the battery. Needless to say almost a month later and I still had not received the receipt to show the labor done and the purchase of my battery. I called in February to inquire about the receipt and was told Dino no longer works there and left a lot of work for them, but he would be getting it out soon. It is now mid March and they still have not provided me with proof of service nor purchase of the battery i shouldn't have been responsible to pay for. This has been the worst experience I have ever encountered. I would like the receipts that show proof of purchase as well as the repairs done. I honestly would like to be reimbursed for the battery. I shouldn't have been responsible to pay for this.

  Business response

  04/01/2024

  The battery was 4 years old when the vehicle arrived and the part was on backorder from GM.  

  Customer response

  04/01/2024

  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. The battery may have been 4yrs old but was fully functional up and until after this known issue became a problem with my vehicle. It never died once since I purchased the suv. My vehicle diagnostic report can show this. In addition you have still not provided me with any proof of purchase for the new battery or the report for the repairs. Regards, ****** *********

• Initial Complaint

  02/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On February 21st, I agreed to a lease payment of $376 with a plan to pick the car up on 2/22/24. After meeting with my salesmen and going over some details with the end of my previous lease. I was asked by a man named Frank in Finance to come sign the lease paperwork. He had me watch a video of about the warranty that comes with my lease and that my first payment of $376 would be due today. At no time, was I told there monthly payment would be different from this agreed upon amount. At the end of the video, I was told to select this as my “only option”. I signed the lease with the understanding that my agreed upon payments was still $376. They printed out paperwork and the new lease payment was $414.82. I told them that was not the number I had agreed to and I was told that this was new payment and there was nothing they could do. I went and spoke with the general manager of the dealership, explained that It was not clearly stated to me that my monthly payments would be increasing. He told me there was nothing he could do and that it was already filed with the bank. I said that they misrepresented this and it going to be nearly 1500 dollars extra than I had originally agreed to. The attached images show a payment of $376 which was quoted to me as my first lease payment. The lease then shows a monthly payment of $414.82

  Business response

  03/01/2024

  In response to the above-stated claim, we have spoken to MR. ****** about his issue with the extended warranty he purchased on 2/21/2024 and we have already re-contracted him without the products he initially signed for.
  
  Thank you.
  Michael C******
  Executive General Manager

  Customer response

  03/01/2024

  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

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase a 2017 GMC Terrain on 9/30/2023, drove the car home the same day from Rochester I live in Syracuse. I was told by my sale rep Phil P**** he would send me the 2nd key to the truck because he could not locate it while I was there. I text him on 10/7/2023 regarding the key no response. I then had to text him again on 10/9/2023 regarding truck would not start after purchase only 9 days ago, he calls me and had me call the warranty place which I purchased at the sale. Come to find out it was the battery and he told me he would reimburse me for the cost of the battery which I purchase on 10/10/2023 and text him the receipt also mention the 2nd key again. He then called me and told me he could not locate the 2nd key and I can go a GMC dealer near me I live in Syracuse, so I went to **** **** GMC and purchased the key and had to have it program as well on 10/16/2023 sent him the receipts for battery and the key for reimburstment. No reimburstment as of 12/15/2023 made several call to the dealership and Mr.P**** no response also left several messages for a manager to call me back no response . I just want my money for what I was told by Mr.P**** I was going to be reimburst for the items. I have all my text message to Mr.P**** and receipts for the key and battery total I'm looking for 575.00

  Business response

  12/28/2023

  In response to claim #********, it seems that you had some unfortunate things go wrong after you purchased the vehicle. All our vehicles go through a 172-point checklist to insure we have a quality pre-owned vehicle for us to sell to our customers. So, I am not sure what happened with this vehicle in any event if you could please forward me the information directly. I will be happy to assist you with this situation.
  Regards, Michael J C****** Executive General Manager ###-###-#### *********************** Vision Buick GMC

• Initial Complaint

  11/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/07/23 I put $2000 down on a car in transit and was told it would arrive the following week. I contacted them every week throughout the month and was told each time the delivery was delayed due to work strikes. On 11/03 saw that the car was no longer in transit on the website but when I called I was told it still wasn’t there. I called 11/04 and again on 11/06 when I was told the car was sold to someone else. When I asked for a refund of my money they told me I could have the nicer version of the car for only $2000 more. I called 11/07 and told them I wasn’t interested and was told my money would be refunded to my debit card within a few days. I called 11/13 and was told the transaction went through Friday. I called 11/17 and was told the finance person was sick and the refund would occur within the hour. Still no refund for a product they had no intention on giving me.

  Business response

  11/20/2023

  After reviewing BBB case, we have found that the refund was processed on 11-17-23. Attached is the refund receipt. It is possible that the refund can take up to 7-10 business days to fully hit account.  

  Customer response

  11/20/2023

  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 have not received the money and my bank acknowledged no pending deposits.  Regards, ****** ****

  Business response

  11/24/2023

  Per our credit card processing company it can take up to 7-10 business days to fully hit your account. The receipt in the first response is the actual refund receipt. If for some reason it does not hit after 10 business days then we would have to get our credit card processing company involved to do research on it. 

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally express my profound dissatisfaction and frustration with the service and treatment I have received at Vision *** (hereafter "Vision"). This complaint is a culmination of over two years of unresolved issues, unprofessional behavior, and a complete breakdown of trust between myself and Vision. In detail, the issue revolves around a specific vehicle part (Front Differential), which was under warranty at the onset of this ordeal. Despite the part's warranty status, I have been entangled in a continuous cycle of disputes and delays with Vision. The warranty has since expired during this protracted process, and Vision has now refused to cover the cost of the part, demonstrating a lack of responsibility and disregard for customer service. Throughout this period, I have interacted with multiple members of Vision's team, including four service employees, three service managers, and two different owners. None have offered a viable solution or assistance, and many have left the organization. This extensive lack of support from various levels of employees at Vision is not only disappointing but also indicative of systemic issues within Vision's customer service approach. In a desperate attempt to get some action, I was forced to physically drive my car to Vision and leave it there for them to acknowledge the need, a move that should never have been necessary. During each interaction and every step of this process, I have felt misled and deceived. This consistent experience of dishonesty has completely eroded any trust I once placed in Vision ***. It has reached a point where I am so disillusioned with any Vision services that, even if offered a free vehicle, I would refuse to engage in any further business with them. The feeling of being held hostage by their inaction and apparent deception is palpable and unacceptable. This letter serves as a formal complaint against Vision *** for the poor handling of my case and the overall negative experience I have endured. I come to you to address these serious concerns and take immediate action to rectify this situation because I am at a loss. Anything you can do or any advice you can give would be greatly appreciated. Sincerely, ****

  Customer response

  11/17/2023

  At this point, I'm looking for Vision to complete the work, resolve the outstanding warranty issues and ensure that the job is done. At the moment, they have had my car for 2 weeks (after 2 years of aggravation on this specific issue) and claim that they may deliver it back today - or I am going to go collect it one way or another. Otherwise, frankly, I'd like to deter any other consumer from ever working with Vision *** again. This has been the worst consumer experience I have ever experienced.

  Business response

  11/24/2023

  We have contacted the extended warranty company and were able to receive partial coverage. Repair has also been submitted to ******* ****** for assistant. Customer will have repair covered in full as a one time goodwill assistance. Please see attached repair order. 

*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. ↩