Complaints

This profile includes complaints for Upstate Automotive Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Upstate Automotive Group

  36 Main Street ( Upstate Auto Group) Attica, NY 14011

• 

  Upstate Automotive Group

  188 N. Main Street (Upstate Car Center) Holland, NY 14080

• 

  Upstate Automotive Group

  3899 West Main Street Road ( Toyota of Batavia) Batavia, NY 14020

• 

  Upstate Automotive Group

  125 Prospect Street ( Upstate Dodge, Chrysler, Jeep) Attica, NY 14011

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:09/10/2024

  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.

  Dealership sold me a lemon that broke down with an engine issue three weeks after purchasing. It violated the terms of the warranty and condition promised with which it was sold. It has continued to break down repeatedly with same engine issue. I could not get a call back from them for weeks They have refused to take the vehicle back, have been unhelpful and made no effort to offer any resolution.

  Business Response

  Date: 09/13/2024

  ****** ** ******* sold the vehicle to Ms ***** in March 2024 at 31972 miles. Vehicle did not have a check engine light issue while in the possession of ****** ** ******* and passed NY state inspection before customer took delivery. Customer reported that vehicle had an engine issue in late April 2024 and vehicle was at ****** ******* in Plattsburgh, NY for repair. Vehicle was still covered by factory warranty. Check engine light was on with failure code P1326 indicating knock sensor failure. Vehicle passed the bearing clearance test and the computer was reset as per the service manager at ****** *******, ****** history shows that vehicle was at **** **** ******* in Buffalo NY on 7/31/24 at 37887 miles for "maintenance inspection". ****** also shows vehicle was at ******** ******* in Watertown NY 8/6/24 and 8/29/24. I called them to find out what repairs were performed. On 8/6, vehicle had a flashing check engine light and no acceleration. Failure code was for knock sensor range performance but vehicle passed the bearing clearance test. Vehicle was released to customer. Vehicle went back to ******** Imports on 8/29 with check engine light flashing again. Same failure code for knock sensor. The knock sensor was replaced and codes were cleared. Also a transmission control unit software update was performed. They stated vehicle was driven to confirm repairs but they could not go far due to low fuel level in vehicle. Repairs were covered by factory warranty.  This should not be a Better Business case against ****** ** *******, Vehicle was sold with no issues. Just like any machine, failures can happen. ****** ** ******* is not familiar with ********* protocols regarding performing factory warranty repairs. The knock sensor probably should have been replaced under Hyundai factory warranty in April when the check engine light originally came on especially if it caused drivability issues. According to ********, the vehicle is now repaired and no further issues.  ****** ** ******* declines any buy-back assistance and only resolution would be to have customer trade in the vehicle for another pre-owned vehicle or a new vehicle.  

• Initial Complaint

  Date:07/29/2024

  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.

  May 13th had my truck brought in for repair, big job involved warranty and is covered. Was told no loaner vehicle provided. They repaired and broke again on there test drive. So after a month of complaining about service if got a loaner truck. I called them June 21st about my vehicle and was told by service department there getting ready and set up to work on it. So I had the loaner truck from Jun 18th to July 23rd. They called me to tell me I put to many miles on there truck and had to bring in to swap out for a car. So I'm like I can't do truck things with a car, I have a truck you should give me a truck. So on July 23rd when i swapped loaners I asked about the progress on my truck. I got the same answer i got when i asked about the progress on June 21st, getting ready to work on it. I decided to stop there after hours on July 27th and found my truck in back corner lot neglected. The truck is filthy debris on truck bed, the rear suspension is jacked on driver side, due the it is parked on stone pile on one side and has not moved in over two months and I took photos So basically I'm complaining about customer service department and customer personal negligence. I would not recommend anyone to get service there or buy from there. The General Manager was contacted and was useless.

  Business Response

  Date: 08/09/2024

  Mr. ********'s truck has
  had several issues that is unfortunately out of our control. After the lifters
  were replaced, the truck was still having the same issue. We have been waiting
  on ******* *****s to advise us on how to proceed. They have just now told
  us that they believe the engine will need to be replaced in Mr. ********'s
  truck. After ******* *****s approves the engine replacement, we will then have
  to wait on the replacement engine to arrive. This waiting game is not fun for
  any of us, and we do apologize for that. but there is a process that we need to
  follow to get this work approved by the warranty company. I assure you that Mr.
  ********'s truck is not being neglected. It is/ or was parked on the back
  corner of our lot, which is stone as we just had our lot blacktopped, and we
  needed his truck out of the way since it does not currently run. Mr. ********
  has been in a loaner vehicle that we provided him to use as we navigate through
  this engine replacement with ******* *****s. We are sorry this repair is taking
  so long but it is unfortunately out of our hands.

• Initial Complaint

  Date:04/20/2024

  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.

  See "****** emails" and other attached documents
  
  When they were finished with my car on 2/28/24, I was told that there may be an air pocket in the coolant system and I may have to add coolant one more time, but not more than than. I have had to add more than a half gallon since then
  
  Also, the sputtering and burning smell were never resolved. And Mr. ****** has continued to deny any problem I bring up.
  
  It was suggested that I contact the head office in Attica to try to come to a resolution before filing a complaint. I have tried multiple times to connect with the Attica office via their website, the email listed on their website, as well at the BBB website but to no avail.

  Business Response

  Date: 05/24/2024

  Business response taken by phone:  The car was purchased 9/2023.  There was a 30 day warranty.  We made several repairs on the vehicle in good faith, even after the warranty expired.   As of February there were 11,000 miles were put on the car.  She is responsible to any further repairs needed to the vehicle.

  Customer Answer

  Date: 05/28/2024

  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.
  I am not asking for anything that wasn't brought up during those 30 days. 
  
  Regards,
  
  ********* ***** 

• Initial Complaint

  Date:10/19/2023

  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.

  I bought a warranty with my car when purchased in 2017 for over $2000 that was up to 100k miles. My back hatch stopped functioning, so I brought it in to Toyota of Batavia to fix my hatch through my warranty. Not only did they make the hatch problem worse, but they voided my warranty by putting a screw through the hatch wire that powers it, AND they charged me for "fixing" it! They have been no help with my problem, they've made the problem worse, they cost me money, AND my car is worth thousand less after what they did. Not only did I waste over $2k with my warranty, but I lost thousands in equity as well thanks to Toyota of Batavia's mistake. I will never go back to them, and you shouldn't either! We own a small business and we were never handle things this way. So every customer comes in our store and asks me what's wrong with my back hatch. When it doesn't latch. I will tell them that it's because of Toyota and not go back to them.

  Business Response

  Date: 11/03/2023

  Customer came to service complaining about lift gate strut broken.
  Service advisor verified that is was broken due to rust. Vehicle was checked in the service drive and did not need to go into the shop to verify failure.
  Customer stated that they had an extended service contract. Service advisor checked with finance manager and was told that the customer did not have a service contract.
  Customer went home and found a Z***** service contract for the vehicle. Contract did not show in finance managers system because of DMS switch.
  Advisor was able to get Z***** to cover lift gate strut but customer had $100 deductible.  Advisor ordered part and scheduled customer for installation when part was in stock. 
  Tech installed the part and found power lift gate will open with power option but will not close. Liftgate can only be closed manually.
  Tech diagnosed problem at no additional cost to customer and found right side sensor was damaged due to a screw improperly installed by someone other than Toyota of Batavia. Screw penetrated sensor strip causing failure.
  The sensor was not covered by Z***** due damage. Customer was informed.
  Customer accused Toyota of Batavia of the damage. We explained that the screw that damaged sensor was not removed or installed by us. We do not feel that we are at fault here.