ComplaintsforVision Nissan of Webster

• Initial Complaint

  02/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i leased a ******* ***** *** 2023 car in December 2022. It took weeks until I was given my own plates and since then I have been given NO official documentation that I’ve leased my car from *******. I don’t know if they are pocketing the payments I send to them instead of ******* or what. The one payment i made i had to give my credit card info over the phone to a salesman. I call, email, e chat and have never been called back and am always sent to voice mail. I don’t know where to turn.

  Business response

  03/08/2023

   I recently received a complaint that you had filed with the Better Business Bureau. In response to your complaint, the monies that you gave us in the amount of 399.95 was used and paid to ******* on your behalf as your 1st payment due on the lease.  I was also able to check and confirm with the NYS DMV that your vehicle has been registered and titled.  If there is anything else you need please let me know. Thank you William S******

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 2018 ********** ***** 15Dec22 from Vision ****** in Canandaigua NY. Dealer installed Lo-Jack recovery software in vehicle when purchased, on Jan 2023 recieved message from Lo-jack of a activation code, Once downloaded app on phone and submitted activation code, Lo-Jack stated vehicle software wasnt installed, contacted dealer and scheduled to have software installed on 23Jan23. to this date of the complaint, still have no acces or use of this software that dealer sold to me upon purchase. made numerous attempts in person to inquire status of the Lo-jack . Request full refund of sale of Lo-Jack software and removal of software from vehicle

  Business response

  03/20/2023

  I am having my Service Director reach out to the Consumer to find out what the Problem is and try to resolve the issue. I will follow up with him to make sure this is done.  Thank you  William S******

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ask that *** cover the expenses and repair the damage they caused to my car while replacing a part due a recall. I took my *** sportage in on 2/3 for a recall. I was told the recall would take several hours. While they were replacing the module, they broke my brake lines. I was told *** is unable to place it for the following reasons -the part is post production -rust is present -*** doesn’t cover repairs My car has been sitting in *** for 3 weeks at this point. I have been told 3 different times they will fix the issue and then they call back and tell me there is a “problem” and that I will need to cover the cost. Last Thursday, Manny said he spoke with the GM and they will fix the issue for free. Jordan called me back on Tuesday and said *** sent the wrong part, and they can no longer cover it costs. He would “cut me a deal” and fix the damage for $700. I asked for an invoice of the work that needed to be done and he said he couldn’t because the company emails are down All expenses incurred during the handling of the recall should fall on *** or the dealership.

  Business response

  02/23/2023

  I had my director reach out to ****** and we will be taking care of the bill and were able to make lines that would resolve the issue. ****** was happy with the resolution. 

  Customer response

  02/24/2023

  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

  02/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I put a deposit down on a vehicle on 1/28/23. The next day after going over the paperwork and finding a $1700 dealer installation option fee for things I never asked for I decided against buying the vehicle. I requested several times for my $100 deposit back via text with no response. Finally I said this will be my last attempt to get a response regarding my deposit before I contact the BBB and then I got this.," The refund request was sent to my corporate office the day you asked for it. It will be mailed from there." It has been over 2 weeks and still no refund.

  Business response

  03/08/2023

  I recently received a complaint from the Better Business Bureau that you did not receive your $100 Deposit Back. I have attached a copy of the refund receipt that shows the $100.00 was refunded to the credit card you used on 02/20/23.  It normally takes 10 business days to receive the refund once it has been processed. If for some reason you did not receive it please let me know. I apologize for the delay in the return of your money. Thank you William S******

  Customer response

  03/11/2023

  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

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to purchase a vehicle in early January of 2023. I told them i was on a budget and they assured me that they could get me in a vehicle within my budget. I paid $2000 dollars down and was told after the taxes and fees the vehicle would be about $23,000 the sticker price was $18,499. So i was fine with that they also recommended a warranty for an additional $62 still no problem. However after asking them to go through my bank they also went through multiple banks without consulting me. They never went over the paperwork with me they never told me the interest rates where super high 9.2% to be exact. Iam still receiving letters from other banks that they ran my credit through. They never once called me and said hey your bank approved you for a lesser amount and a shorter term would you like for us to try a different bank. Now the vehicle cost me a little over $31,000. That was not in my budget. I called the business to try and resolve the issue and was basically told after a year to refinance my vehicle thats not going to help me. I am truly upset at the fact that my credit score was great until this. I am upset at the fact that they knew i was on a budget and decided to disregard that and not tell me in the end that the vehicle was that expensive. Something needs to be done this is unfair to me and other consumers who may have experienced this type of service

  Business response

  03/20/2023

  After reviewing this complaint and the information available to me, we did sell the Consumer the vehicle at the agreed price as stated in this complaint 23,532.00. The total cost of the Vehicle including Warranties, Taxes and Fees was 25,795.46. The consumer gave us a $2,000 Deposit leaving the amount that needed to be finance of 23,795.49.  The vehicle was financed at the rate of 9.29% with ********** *****  The total finance charge amount that will be spread over the length of the loan is $7,801.01. The length of the loan is 75 Months @ 422.34 a month for a total cost of $31,675.50.  Bank Rates vary by each leading instruction. The consumer at any time could have gotten their own financing from what ever bank they choose.  The consumer agreed to the purchase the vehicle, signed and received all copies of the transaction.  At this time there is nothing we can do to change the bank or lending agreement.  Thank you ******* *******

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I traded in my 2021 ******* ****** for a 2023 ****** on 1/31/23. as of yet they havent paid the car off. i have ******* finacial calling me daily for payment. The main thing i told them is to not play around and make sure to take care of this before i signed the last paperwork getting the new car. my credit score is 859 and im not about to let it get messed up because of this .Ive been calling this dealership to no avail, left messages and have been completly ignored. i am not tying to get my credit messed up due to their lack of business ethics. this is ridiculous. I have ******* Financial contacting me daily about a payment. This company had no problem answering every call and anything getting me to get the new car. Now here we are silence. i really cant believe this. ******* finacial said until the get the payoff im responsible for everything. PLEASE HELP THIS IS DRIVING ME CRAZY!!

  Business response

  02/07/2023

  ******** account has been paid in full and is clear of all moneys owed. It was explained to me that ****** was unable to keep his delivery date due to covid reasons and there was an issue with a payment he had due. ****** just spoke with Doug G*** our sales manager at the ******* Henrietta location this morning and Doug let ****** know that his account is paid in full. The transaction was done on 1/31/2023 and we do not pay any units off until all paperwork is completed and all legal forms signed by the customer. We turned the car in to ******* 2/1/2023 the day after delivery. I hope this will resolve any concerns.   Michael A S****  

• Initial Complaint

  01/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2019 *** ****** with extended CPO Warranty options from Vision ***** *** on 800 Panorama Trails in Rochester NY on Jan. 5, 2023. It has been an extremely frustration experience involving misquoted loan interest rates at signing (resulting in an increase of cost and a longer payment schedule) and expensive CPO warranty costs with unexplained charges, CPO warranty benefits lacking details, missed items on the 175-point vehicle Inspection, late LoJack account activation, lack of confirmation on my *** Loan account with the payment amount / schedule, and the inability / unwillingness of the dealership staff to proper address my concerns in a timely manner along with minor vehicle service issues after delivery. For the last 3+ weeks; All attempts to address my concerns thru email, chat-line and phone calls with the Vision ***** dealership have failed or been ignored, forcing me to issue a complaint to *** Finance Corp in consideration of possible CPO warranty cancellations. Background details: I finally agreed to pay $24,282 plus taxes, fees and CPO warranty costs with an approved 6-year, 5.9% interest loan. However; this was only after they rejected an approved 5-year loan, 4.9% interest loan and before I noticed Issues with the itemized CPO warrant costs. Issue item list: 1. Misquoted interest rate at signing resulting in a larger cost and extended loan payment schedule from 5-6 year loan. 2. Was not offered the opportunity to re-evaluate my CPO Warranty selections after my loan Interest rate was jacked up from 4.9 to 5.9 percent. 3. Cannot confirm if I have my Car Rental benefit and/or any of its details. 4. Service department lacked updated status on my vehicle after delivery (oil change due, tire rotation due, etc…) 5. Unexplained charges after signing – Can any be cancelled with a refund. 6. Unable to establish a permanent t online ** Financial account apparently due to the lack of An assigned account number by the dealer.

  Business response

  03/20/2023

  I have reviewed this complaint and did not find an approval for 4.9% from ** Financial. The only approved from ** Financial was the 5.9% by 60 months interest rate that the consumer was charged.  As far as my records indicate the Consumer signed and agreed to purchase all of the items that were included with the sale of the vehicle. At anytime during the purchase process the consumer has the right to not purchase additional items such as the Extended Warranty, this does not change the actual agreed selling price of the vehicle.  The consumer was also provided with copies of all documents pertaining to the purchase of the vehicle and any other items he elected to purchase that explain what was purchased and what is covered. If the consumer is still having a issue with the Online ** Financial account I would suggest he reach out to ** Financial directly they would be best suited to help him. Thank you William S****** 

  Customer response

  03/22/2023

  Well, I’m very surprised Vision ***** *** “upper management” even bothered to reply after such a long lag from my logging of this complaint. I suspect the only reason they responded now was to improve their BBB rating.  The responder was clearly an outside consultant (*** ********** **********) who is uninformed, ignorant of many facts and details of my ordeal that obfuscates my issues. Furthermore, dealing with the immediate Vision ***** staff is a waste of effort and time.I have documentary proof that they baited me with a low interest loan rate.I am prepared to stand by my commitments to this transaction and had hoped to resolve at least some of my issues.  More importantly, I’m determined to get on with my life and realize I will have to live with this mistake.I just wish to warn others to beware when purchasing a CPO vehicle from these guys.   !!! Do not agree to any extended products/add-ons until you get verifiable confirmation of your loan details!!!  Do not expect any interest in responding to your problems after vehicle delivery!!!  Buyers beware!!! [To the BBB coordinator:  I have rejected their response but do not expect the management to respond in any meaningful manner.  Therefore;  you can discontinue your mediator role.  Further communication with this dealership can be discontinued.  Please keep this complaint in your online records as “Unsatisfactory” so others can learn by my experience.  Thank you very much!]

• Initial Complaint

  01/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Issue: A damaged/faulty vehicle was sold to me by Vision *******. Resolution: I would like to have my vehicle replaced with a vehicle that is not damaged at the value in which I purchased it. In November of 2021, I purchased a 2015 ****** ***** ** all wheel drive from Vision *******. When I first took the car off the lot, I noticed that the tires were semi-bald, meaning if I were to take my car to get inspected it would not have passed inspection. A few weeks later, I noticed that the auxiliary and the usb/power adapter ports were not working. I took the car back to Vision ******* in December of 2021 to notify them of what was going on with the car. Vision ******* replaced the tires and claimed to have put in a work order to have the ports replaced. But nothing was ever done. A few weeks later, the check engine light on the vehicle came on with diagnostic code of P0456- Evaporative Emission System Leak. I then went back to Vision ******* to report this. At that point they performed a temporary fix and let me know to come back if any issues arrived and they would replace the canister. In December 2021 I was told that the vehicle had an extended warranty which would cover both parts and labor. However, the vehicle was never repaired although I made several attempts by calling the dealership various times which there records indicate and physically going there multiple times throughout the course of two years attempting to have the vehicle repaired. In January 2023 I went back to Vision ******* for the same issue and was told that the extended warranty did not cover the work and that I was fully responsible for the cost of the repairs. The last option I was given was to opt of of the damaged vehicle and refinance which meant having to pay more money out of pocket in order to obtain a working vehicle. Because Vision ******* sold me a faulty vehicle, I can no longer drive the vehicle because it cannot pass inspection unless I pay out of pocket for the vehicle repairs.

  Business response

  02/08/2023

  Hello Mr. ****, My name is Joseph F*****, I am the Director here at Vision. I am sorry to hear of your issues at our Henrietta location. I'd like to invite you into our showroom and go over all of the options that we may have to assist you in your current situation.  Customer service is our top priority, and I will ensure that you have a truly exceptional experience. Please call me directly at my cell number and i will reach out to you as well with the contact info we have.  Warmest Regards, Joseph F***** Director Vision Automotive Group************ -cell jf*****@visionautomotivegroup.com 

• Initial Complaint

  12/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was about to sign for a new 2022 ******* ******** when the salesman informed me that I had to pay for four items added on after the vehicle sticker, that were allegedly added on by the dealership. The first added on item was a product called ******. ****** is a gps type locater if your car was to be stolen. The cost was $699.00. The second added on item was TRACEABLE THEFT PROTECTION. That was about five sticker like vehicle ids. That was 499.00. The next add on was APPEARANCE PROTECTION. ******* already had that as part of the window sticker inventory. That was 399.00. The last add on was MAINTENANCE. Once again this was already part of the car that ******* gives you anyways .That was 230.00. The total was 1932.48 (tax included). I told the salesman that I did not want those add ons. I was told that I could not buy the car if I did not buy these add on features. Since I could not get this car anywhere else, I was forced to pay for these added on features. Approximately three days later, I received the pin number for ******. When I entered the pin number on the app on my phone, I received an error message stating that the dealership had to activate my ******. The manager of Vision ******* stated that after researching his records, he found that ****** had never been installed in my car. At this point I requested to have my money back on all the add on features. The manager stated that he would refund the money for ****** but refused to refund me the rest. Since November 8, I still have not received any money from the dealership. The fact that I was forced to pay for dealer added features that I didn't want or faced not being sold the car was unethical and probably illegal in and of itself, but charging for an item that wasn't even installed is both unethical and illegal

• Initial Complaint

  12/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On the attached screenshot, you’ll see the price as $36,273. You’ll also see it says “Certified” and lists the specific benefits associated with that certification. When I arrived at the dealership, I was told the new owner requires an additional $1700 in “gifts” added onto every car. That included vin etching, low jack theft prevention, and prepaid maintenance. I was also told the car is not Certified it is “certifiABLE”. I said I did not want any of the added “gifts” but they would not remove and honor the lower price advertised online.

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