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:03/03/2025

  Type:Service or Repair 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.

  I filed a complaint ******** last year about this company. After bringing my vehicle to them to be serviced for a known issue with the car not shifting to park. Which would not allow the vehicle to power off. After having my car 4 months they informed me I would need to buy a new battery which I felt I shouldn't have been responsible for due to the issue with the car. However, I paid for the battery and upon picking up the car they informed me that they were experiencing system issues and could not provide a receipt at the time. I have contacted them several times and kept getting the run around and told it would be mailed. I had to take my car back for service months later and at that time asked for a copy of the receipt. To which he could find no record of the battery being replaced. He only saw that my car was there for the transmission, and once again no receipt has been provided. I have no proof that the battery was even replaced and if it was replaced i have nothing to show the warranty on it if I had an issue. Looking at reviews this seems to be a known thing for this company claiming system issues and not providing receipt. I would like my receipt showing proof of the new battery with the serial number or the money back. This has gone on entirely to long.

  Business Response

  Date: 03/17/2025

  Isabella D***** of Vision Buick GMC has confirmed that the dealership has spoken with ****** ********* and successfully refunded the money ****** spent on the battery. 

  Customer Answer

  Date: 03/17/2025

  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

  Date:09/22/2024

  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.

  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

  Date: 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

  Date:09/04/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:08/25/2024

  Type:Product 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.

  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 Answer

  Date: 08/28/2024

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

• Initial Complaint

  Date:08/09/2024

  Type:Product 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.

  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

  Date: 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 Answer

  Date: 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

  Date:05/17/2024

  Type:Sales and Advertising 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.

  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

  Date: 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

  Date:03/18/2024

  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.

  I bought a 2019 ***** ******* from Vision Buick Gmc in Rochester,NY, December, 2023.When I brought it home the brake light was out, the Heat was not working properly and there was a dent. Because of the Lemon law,I contacted them and they told me that it was my responsibility because I should've seen that before I purchase the car.I contacted GM Who told me to bring it back yo them. I brought it back to them. they repair the brake lights, put a seal over the dent, but dit not repair the heat. They claim that there is nothing wrong with the heat.
  
  After I picked up the car, not only is the heat not working properly but the car would not start sometimes.I contacted them again and they told me that I would have to leave the car with them and I would have to pay for the repair when they sold me a Lemon and they should've have taking care of this before they sold it to me or immediately after I contacted them as most Dealerships do.

  Business Response

  Date: 04/02/2024

  We have received Mr. *******'s complaint against Vision Buick GMC. After a thorough review, the technician found that there is a pinhole in the radiator and recommended replacement. The customer was adamant that the thermostat required replacement. The thermostat is an item that would be covered under powertrain warranty. However, we found no faults with the thermostat at the time of diagnosis. In contrast, the radiator is not covered under warranty and would be the customer's responsibility. The customer was offered an extended warranty at the time of purchase and declined to obtain one when presented. We will need to address the radiator replacement before proceeding further. If the customer would like to have the work performed at our facility, we will offer a 10 % discount off of the parts and labor as courtesy to assist with cost. 

  Sincerely,
  
  Kyle L******
  Service Manager

  Customer Answer

  Date: 04/04/2024

  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  rejected the Dealership (VissionBuick GMC) offer. I would like to go to Arbitration.As I indicated in my original report, I reported the issues with the Car to both Vission and GMC who tried unsuccesfully to get Vission to repair my car. I had these problems since day one when I brought the car home. Vision could not repair the car , they would not even respond to my calls.  I reported both the heating and the starting problem which was my biggest concern. The Start/Stop got worst. One day my car would not start at all I had to have it towed to a reputable dealership and keep it there for a couple of days. They found the following problems with the vehicle: Loose Terminals At TMC, no comunication with TMC, loose Terminal at control valve assembly for power feed, deffective Power Converter which had to be replaced and reset. All these issues are only caused by a vehicle that has been involved in an accident . I can not believe that Vission did not find these problems when I first brought the car back to them. Obviously they are not qualified.They sold me a lemon, a car that had been involved in an accident, deffective , unsafe and dangerous to drive. This dealership should not sell unsafe vehicles like this to the public and they should take full responsibility for selling them and for repairs. When I asked them for more details about the accident, they just said that it was a minor accident which did not cause any structural damage to the car.They also insisted that I purchase their own expensive warrantee which I could not afford. When I reminded the Manager that there is a lemon Law that protects consumers his response was: "IT does not apply" You need our warrantee to be protected.I'm asking for a full refund including the money I paid for repairs. I can provide all the documents to prove my case including the case numbers when I contacted GM to get vision to repair the vehicle but they were unsucessfull.
  
  Regards,
  **** *******

• Initial Complaint

  Date:03/12/2024

  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.

  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

  Date: 04/01/2024

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

  Customer Answer

  Date: 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

  Date:02/22/2024

  Type:Sales and Advertising 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.

  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

  Date: 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 Answer

  Date: 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

  Date:12/15/2023

  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.

  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

  Date: 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