Complaints

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

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  Car Vision Mitsubishi

  2626 West Main St Trooper, PA 19403-1610

  
• 

  Car Vision

  2791 Route 73 S Maple Shade, NJ 08052-1621

  
• 

  Car Vision Nissan

  661 Airport Rd Hazle Township, PA 18202-3287

  

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:12/28/2023

  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.

  This car dealership inspects cars that fail for multiple reasons yet still sells the car. When you go to get them to fix said reasons they are still not fixed. This is not the main issue but still it is a public safety risk. Considering I am a first responder. They falsify car warranties and contracts and do not give your money back. They also do not respond to phone calls or emails after you buy a car. But will immediately respond to calls and emails if you're looking to buy a car. I have looked up and have noticed that this dealership has been fined in the past for bad business practices and is still doing the same. I have gotten better communication from dealerships. I didn't even buy a car from yet.

  Business Response

  Date: 01/16/2024

  Dear *******:
  
  Car Vision Complaint Escalations Specialist investigated **************************** case by reviewing his purchase documentation, Car Vision Service Department Vehicle Repair documentation, and speaking with the Warranty Clerk.
  
  Investigation into this matter has found that 100% refund of **. ************* warranties has been forwarded to ******* on January 8th, 2024.
  
  Also, a review of **************************** purchased vehicle service history revealed that prior to his purchase of the vehicle on 10/31/23, the vehicle underwent an extensive 118 inspection wherein (1): The Right Tail Passenger Light was replaced; (2): Inspected Auto Pitot Camera; (3): Inspected and replaced Windshield; (4): Steering column was replaced; (5): Performed four-wheel alignment; (4): Replaced four tires; (5): Replaced Front and Rear Pads and Rotors; and a PA State Inspection was completed on 10/27/23.
  
  Additionally, on 11/07/23 the Customer came to Car Vision Service Department where the daytime running light bulbs were replaced and a Washer Fluid Pump was ordered to be replaced when the order is received.
  
  ************************ is asked to contact the Car Vision Complaint Escalations Specialist, at (his direct number) **************, if he wishes to complete the Washer Fluid Pump repair.
  
  Car Vision thanks the customer and the BBB for their participation in resolving this issue, and wishes the customer nothing but an excellent future experience with this vehicle, consistent with the experience of the vast majority of Car Vision's other customers. Car Vision has done nothing wrong in this process, before and after the customers complaint, and has gone above and beyond anything it was required to do in accommodating and resolving this complaint.
  
  *****************
  Corporate Legal Officer
  Car Vision, Inc.
  Mobile: **************
  
  

• Initial Complaint

  Date:12/21/2023

  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.

  purchased a car at Carvision in Trooper Pa. I knowingly purchased the car with structural damage but no other problems as assumed by Carvision, within two weeks of purchasing the car, the problems began, I noticed the back seat floors were wet and in the trunk area also, then the speedometer stopped working, which in itself is a hazard not knowing how fast you're going. Because I refused to allow them to include an extended warranty in with my payments, they refused to even look at the car with all these problems, I was still within my 30 days and they offered to do a trade in instead of allowing me to return the car or repair it, and at the end of this trade I would have been paying 17,000 dollars for a 9,000 dollar car. The floor Mgr. was very nasty and disrespectful (Keith Cherry) also I was told my credit was bad and that was the reason I was assessed the 15% interest rate. Soon after I received my credit score from them and my credit score was at that time "723" at that time the paperwork wasn't sent to the "******** *********" and I asked several times to switch and find a better interest rate, I was told "No" it was already processed which it wasn't, and I am not allowed my 14 days to reject the interest rate. Since I have Taken my car to " ****** ******" and all the preexisting problems to correct will cost over 1,000 dollars to fix. This is so unfair to advantage of a senior in this manner and to jeopardize my safely to be driving with a speedometer that doesn't leave" "0" no matter what speed you're going and it's also against the law. I would like for Car Vision to pay for repairs or take this car back and give me and another vehicle without doing a trade and a fair interest rate that reflects my credit score. At the time of purchase while sitting with the Mgr. ***** ******* after I refused to include the warranty and the "gap insurance"' his exact words were " Wow we didn't make any money on this one". maybe that's why the interest rate was so high.

  Business Response

  Date: 01/18/2024

  Dear *******:
  
  Car Vision Complaint Escalations Specialist investigated this complaint by communicating with **************** and the Car Vision Service Department.
  
  Investigation into this complaint found that, at the time of purchase, Car Vision did not represent to **************** that there were no other problems with the vehicle. In fact, the customer was presented with a pre-sale Vehicle Condition Disclaimer documentation which explained that “Used motor vehicles often have PRIOR MECHANICAL AND/OR BODY WORK performed on them before they are sold and/or transferred to Car Vision. This work may include REPAIRS OF FRAME/UNDERBODY DAMAGE, PAINT/BODY WORK AND MECHANICAL REPAIRS. Car Vision MAY NOT KNOW ABOUT ALL SUCH WORK. It has obtained the Carfax Report and provided it to you, but IT MAY BE INCOMPLETE. While Car Vision inspects each vehicle it sells for roadworthiness in accordance with state regulations, it is NOT RESPONSIBLE for work performed by prior owners of the vehicle. As a customer, you understand and hereby acknowledge by signing this document, that due the fact that this pre-owned vehicle had prior owners and underwent prior mechanical, body and cosmetic work, YOU AGREE NOT TO HOLD CAR VISION, ITS AFFILIATES AND EMPLOYEES LIABLE OR RESPONSIBLE FOR ANY CLAIMS, DAMAGES AND/OR LAWSUITS FOR ANY MECHANICAL OR BODY WORK, OR ANY OTHER ISSUES RELATED TO ANY MECHANICAL OR BODY WORK OCCURRING BEFORE THE PURCHASE DATE. This documentation was signed by **************** at the time of his purchase.
  
  As such, Car Vision did not make "any" unfair representations to **************** before, during or after her purchase. And neither was she defrauded, nor did Car Vision, with reasonable knowledge, misrepresented the purchased vehicle to *****************
  
  Notwithstanding the above representations, taking into consideration **************** repair request of her vehicle Odometer, Tire Pressure Light, and Leaking issue as diagnosed by the ****** Dealership, in order to promote the best continued customer service, Car Vision, acting in good faith, has offered the following solution to ****************:
  
  The customer has been asked to bring the vehicle into Car Vision Service Department, where the Tire Pressure Light, tpms/keyless module will be replaced, and  the water leak needing 3rd brake light water leaking will be repaired at a cost of $200 to the customer. 
  
  The customer has been informed of offer and has accepted this offer as a resolution to her complaint resolving this matter..
  
  **************** is asked to contact *****************, Car Vision Complaint Escalations Specialist, at (his direct number) **************, if she has any other issues with this matter.
  
  Car Vision thanks the customer and the BBB or their participation in resolving this issue, and wishes the customer nothing but an excellent future experience with this vehicle, consistent with the experience of the vast majority of Car Vision's other customers. Car Vision has done nothing wrong in this process, before and after the customers complaint, and has gone above and beyond anything it was required to do in accommodating and resolving this complaint.
  
  *****************
  Corporate Legal Officer
  Car Vision, Inc.
  Mobile: **************

  Customer Answer

  Date: 01/19/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  The presented information is fabricated and I have proof that shows the onfair treatment from this establishment which was presented starting the day of the purchase . Since then after many phone calls and monies spent to try and rectify the presenting problems, I was offered this solution to release them of all fault. This car was presented with structural damage, all the presenting problems occurred within two to three weeks, and the car was never once in "Carvision" Service area, I was turned away on all three occasions because I didn't purchase their warranty along with my car payments. They offered to repair not fix with new parts, no time frame when the work would be done or any type of warranty on the work or parts. Along with the other over 100 complaints against this franchise " Car Vision" I will not bring accepting this offer that releases them of all fault when there's other issues beside the problems that should have been found in their "125 point inspection. I will be sending more evidence of proof of the unfair practices and manipulation of customers and while there it was at least 5 more people there with similar or worse problems. Thank you! More to come. 
  
  Regards,
  
  ***********************
  

  Customer Answer

  Date: 01/23/2024

  I just noticed that my phone # is wrong. my correct # is **************

  Business Response

  Date: 02/05/2024

  Dear *******:

  In reply to ******************** rejection, her dissatisfaction is unfortunate. Car Vision has gone above and beyond to assist this customer with all of her complaints since the purchase of her vehicle and the veracity of everything presented is documented. Furthermore, on 01/20/24, Car Vision Complaint Escalations Specialist was contacted by **************** and informed that her roof leak issue has been fixed and that the roof only needed cleaning. On 02/02/24, a text received from the customer stated: "I will not be signing and agreeing to settlement, I talked to ****** and their story is totally different from yours, I'm not going back and forth between the two of you'll, My lawyer is now working to help me with "****** ******" and "Car Vision". Waiting for "BBB" to also respond with next steps. Take Care." As the customer has rejected Car Vision's Settlement Offer and has stated that she will be seeking the completion of her repairs at another dealership, this matter has been addressed and should be marked as resolved.

  Customer Answer

  Date: 02/07/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Once again, reading is fundamental and understanding and comprehension is very important nowhere in my statement do I relieve Car vision of any fault and said I was going to a different dealership for service, I only stated that the water problem was fixed. Reminding everyone the Major problems are "THE SPEEDOMETER, "and the "TPMS" light that is continually flashing and in need of service. **************** claims everyone there tried to help with these problems, The help they offered would always benefit "car Vision" and cost me monies. Currently I have spent over 1.000 dollars just testing and getting part of the work done, but after our last conversation, and to have taken another hit from my finances, "Car vision" still wants me to pay them $200 dollars to fix the prepurchase problems that were present at the time of purchase. What exactly does the "Car vision 125-point inspection look for???? If I was the only person, or even one of 50 people with problems with this company I wouldn't be so forceful with trying to get this almost lemon fixed and be treated fairly. until the offer is fair and worded appropriately to cover the work and labor, and also if the car can't be fixed in a considerable amount of time while I wait, I was offered a "loaner" at no cost to me, somehow that has been taken off the table. Anyone interested in using this business "Please, please, please, do your homework and read some of the misfortunes including mine in dealing with Car vision, who obviously need 20/20 to become better and keep the customer happy and able to enjoy their "Vehicle" and not trying to get things fixed before 30 days are even gone."Unfortunate" is the right word choice, Unfortunately I chose Car Vision instead of a reputable Dealership..... Thanks
  
  Regards,ion
  
  ***********************
  

  Customer Answer

  Date: 02/07/2024

  This letter states that you did not receive responses from the consumer, I *********************** responded both times and as a matter of fact I responded today to the last note and BBB responded they received my response

• Initial Complaint

  Date:12/13/2023

  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.

  Car was taken in for a bad turbo was told whole turbo system was replaced. Had the car for 1 month had same issue before with car losing power. Take the car back for them to charge separately for the same issue. Was told that that the boost in not part of the turbo. Which it is part of the turbo. Was told I must pay $350 for something that was supposed to be fixed.

  Business Response

  Date: 12/20/2023

  Dear *******:
  
  Car Vision Complaint Escalations Specialist investigated this complaint by communicating with ****************** and the Car Vision Service Department.
  
  Investigation into this complaint found that ********************** vehicle is in need of a sensor repair. 
  
  Further investigation into the recent Turbo System replacement found that the Sensor, though being connected to the Turbo, is not a part of the Turbo. 
  
  Also, an inquiry was made to the Warranty Company who denied coverage. 
  
  Notwithstanding the customer's complaint, the repair of the vehicle has been completed.
  
  As such, the customer's vehicle complaint issues have been addressed and should be marked as resolved.
  
  ****************** is asked to contact *****************, Car Vision Complaint Escalations Specialist, at (his direct number) **************, if he has any other issues with this matter.
  
  Car Vision thanks the customer and the BBB or their participation in resolving this issue, and wishes the customer nothing but an excellent future experience with this vehicle, consistent with the experience of the vast majority of Car Vision's other customers. Car Vision has done nothing wrong in this process, before and after the customers complaint, and has gone above and beyond anything it was required to do in accommodating and resolving this complaint.
  
  *****************
  Corporate Legal Officer
  Car Vision, Inc.

  Customer Answer

  Date: 12/21/2023

  Just received car with higher price than quoted and car still has issue. Both sales associates were not friendly. Car was not clean as usual when serviced. Now manager I spoke to sent me an wrong # text after I received a call from him. Clearly they have no problem selling cars with issues then falsely advertising warranties that don't cover the cost. Applying it to the consumer and never fixing the cars properly to maintain business. This is the 3rd time I've come to them with the same issue. They have bad business practices and are scamming their customers. I literally saw what I was going thru with another customer and his response was verbatim to what I was told. Its like that they  already prepared for each customer to have the same problem.  Each time I've come I've had to pay to fix something.

  Business Response

  Date: 12/29/2023

  Good morning *******:
  
  In response to ********************** reply, it is Car Vision's goal to provide each customer with the very best customer service before, during, and after the sale.
  
  Unfortunately, misunderstandings will occur, however, Car Vision's sale of all vehicles are made with the customer's satisfaction as a priority.
  
  As a used car dealership, we understand that there may invariably be issues which occur with our sold vehicles. Therefore, every customer is provided with a "Vehicle Condition Disclaimer" to which there signature is required. 
  
  This Disclaimer reads as follows:
  
  "Used motor vehicles often have PRIOR MECHANICAL AND/OR BODY WORK performed on them before they are sold and/or transferred to Car Vision. This work may include REPAIRS OF FRAME/UNIBODY DAMAGE, PAINT/BODY WORK AND MECHANICAL REPAIRS. Car Vision MAY NOT KNOW ABOUT ALL SUCH WORK. 
   
  It has obtained the ****** report and provided it to you, but IT MAY BE INCOMPLETE. While Car Vision inspects each vehicle it sells for roadworthiness in 8ccordance with state regulations, it is NOT RESPONSIBLE for work performed by prior owners of the vehicle. 
  
  As a customer, you understand and hereby acknowledge by signing this document, that due to the fact that this pre-owned vehicle had prior owners and underwent prior mechanical, body and cosmetic work, YOU AGREE NOT TO HOLD CAR VISION, ITS -AFFILIATES AND EMPLOYEES LIABLE OR RESPONSIBLE FOR ANY CLAIMS, DAMAGES AND/OR LAWSUITS FOR ANY MECHANICAL OR BODY WORK, OR ANY OTHER ISSUES RELATED TO ANY MECHANICAL OR BODY WORK OCCURRING BEFORE THE PURCHASE DATE. 
  
  This includes any claims of decreased value or mechanical malfunction of the vehicle that results from work performed on it by prior owners. 
  
  You also agree not to hold Car Vision liable or responsible for the accuracy or inaccuracy of the ****** report, or for any existing or missing information on the ****** report. Sometimes the ****** report is amended after the purchase. This can affect the value of the vehicle. Car Vision has shared with you the ****** vehicle history report AS PRESENTLY KNOWN. Car Vision encouraged you to review this report in detail, and you acknowledge having done so. 
  
  You agree that Car Vision will "not" be responsible for any future variations and/or deviations from this vehicle history report. You also agree that Car Vision will "not" be responsible for your failure to review the report and all other documents regarding the vehicle." (See attached signed disclaimer).
  
  Car Vison empathize with ********************** repair issues and dissatisfaction, and will continue to provide this customer with the very best customer service as a valued Car Vision customer.
  
  ** ******
  Corporate Legal Officer
  Car Vision, Inc.
  

• Initial Complaint

  Date:12/07/2023

  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 purchased my car on a Friday in March of 2022, the next day the engine light came on, an error message flashed and the car stalled with no acceleration. It was taken to the location the next business day (Monday) as the the service department closed at 12 on Saturday. After a week or so I was told the car was serviced at a ***** dealership and the transmission was replaced and the issue was resolved. As of December 2023 this has been an ongoing issue. Carvision has repeatedly said that either there is no issue or they cant find one. I am now being told that I will pay for a diagnostic fee as well as a $200 deductible for a warranty that is suppose to cover this issue with no payment. As of todays date the issues continue to happen with no resolution.

  Business Response

  Date: 12/29/2023

  Dear *******:
  
  Car Vision Complaint Escalations Specialist investigated this complaint by communicating with ************** and the Car Vision Service Department.
  
  Investigation into this complaint found that ****************** vehicle was found to be in need of a transmission repair under warranty and was towed in at no cost to the customer. 
  
  Subsequently, the vehicle developed an issue with stalling at inopportune times on the road. 
  
  Car Vision has attempted to diagnose the issue on two separate occasions which failed to identify the issue. During the process of this diagnosis, a courtesy check of the ** Drain found an issue which was repaired at no cost to the customer.
  
  The matter has also been sent to a Chevrolet dealership to diagnose and they also could not identify the issue.
  
  If the customer is able to receive a diagnosis of the vehicle, Car Vision is willing to provide the service repair at a comparable cost.
  
  The customer's frustration has been fully comprehended and it is asked that ************** contact *****************, Car Vision Complaint Escalations Specialist, at (his direct number) **************, who will continue to work with this customer until her repair issue is resolved.
  
  Car Vision thanks the customer and the BBB or their participation in resolving this issue, and wishes the customer nothing but an excellent future experience with this vehicle, consistent with the experience of the vast majority of Car Vision's other customers. Car Vision has done nothing wrong in this process, before and after the customers complaint, and has gone above and beyond anything it was required to do in accommodating and resolving this complaint.
  
  *****************
  Corporate Legal Officer
  Car Vision, Inc.
  Mobile: **************
  
  

• Initial Complaint

  Date:12/07/2023

  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.

  111/13/23 reached out to Carvison about expired temporary tag and registration, explaining I wasn’t comfortable and didn’t want the police to stop me with an expired temporary tag and registration. Carvision issued another temporary tag, which expired 12/5/23. I called Carvision on 12/1/23, explaining my temporary tag will be expiring on 12/5/23, they stated they were waiting on PennDot to process the paperwork. I notified PennDot on 12/6/23, they stated my vin# wasn’t in the system. I’ve asked to speaker to a manager repeatedly and was denied.

  Business Response

  Date: 12/26/2023

  Dear *******:
  
  Car Vision Complaint Escalations Specialist investigated this complaint by communicating with the Car Vision Title Department.
  
  Investigation into this complaint found that ************** complaint found that her vehicle registration and plate has been completed on 12/18/23 and that they were delivered to her home on 12/19/23.
  
  As such, the customer's vehicle registration complaint has been address and resolved.
  
  ************** is asked to contact *****************, Car Vision Complaint Escalations Specialist, at (his direct number) **************, if she has any other issues with this matter.
  
  Car Vision thanks the customer and the BBB or their participation in resolving this issue, and wishes the customer nothing but an excellent future experience with this vehicle, consistent with the experience of the vast majority of Car Vision's other customers. Car Vision has done nothing wrong in this process, before and after the customers complaint, and has gone above and beyond anything it was required to do in accommodating and resolving this complaint.
  
  *****************
  Corporate Legal Officer
  Car Vision, Inc.
  Mobile: **************

• Initial Complaint

  Date:12/06/2023

  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.

  I put $4,000 deposit on, and took a loan for a ***** *** from CarVision, trading in my ****** ****. The ***** is a lemon. The under carriage is missing, the shock absorbers are too short, not *****, if I hit a bump I could explode into flames. The left side of car was damaged and GLUED TOGETHER, not the fender bender they said had happened, the back exhaust pipe is not connected. Over $5,000 needed in repairs. They said they had done a 180 point inspection on the car. This is a lie. I I want them to take this car back and give me back my ******. At this point they are evading my lawyers request for a solution.

  Business Response

  Date: 12/18/2023

  Dear *******:
  
  Car Vision Complaint Escalations Specialist investigated this complaint by communicating with ******************** and the Car Vision Sales Department.
  
  Investigation into this complaint found that, shortly after purchase, ******************** discovered multiple issues with the vehicle.
  
  In resolution, Car Vision, acting in good faith, has agreed to accept the return of the vehicle, return ************************ trade-in vehicle, reimburse the customer's down-payment, pay attorney fee of $1,000, and unwind the deal with the financial company ****.
  
  As such, the customer's vehicle complaint has been addressed and a resolution agreement has been signed resolving this matter.
  
  ******************** is asked to contact *****************, Car Vision Complaint Escalations Specialist, at (his direct number) **************, if she has any other issues with this matter.
  
  Car Vision thanks the customer and the BBB or their participation in resolving this issue, and wishes the customer nothing but an excellent future experience with this vehicle, consistent with the experience of the vast majority of Car Vision's other customers. Car Vision has done nothing wrong in this process, before and after the customers complaint, and has gone above and beyond anything it was required to do in accommodating and resolving this complaint.
  
  *****************
  Corporate Legal Officer
  Car Vision, Inc.
  Mobile: **************

  Customer Answer

  Date: 12/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:12/03/2023

  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.

  We purchased a 2020 Mitsubishi at the dealership on 7/21/2023. The salesperson stated the car only had a generic key because its a repo BUT THEY PROMISED TO SEND US A KEY FOB SOON. However four months has been passed by and we never receive the key bob. We kept following up and getting so frustrated. Every time when we followed up with the salesperson he was always nice enough promising he surely would work it out. Unfortunately, the issues still remained unresolved. My husband had to go there to talk to their manger on 12/2/2023. Unexpectedly, the manager stated the only solution was to pay $250 to their locksmith to make a key fob. We are unhappy but seemed we had no choice but to pay the extra fee. I felt like being cheated by the dealership.

  Business Response

  Date: 12/26/2023

  Dear *******:
  
  Car Vision Complaint Escalations Specialist investigated this complaint by communicating with the Car Vision Sales Department.
  
  Investigation into this complaint found that ************************** came to Car Vision Trooper location to have an extra key made for their vehicle.
  
  Some Car Vision vehicles come with only one key and if the vehicle comes with only one key, the vehicle is pre-discounted for only having one key.
  
  Car Vison Manager contact the Locksmith who came and made another key for the customer at a discounted rate.
  
  As such, the customer's complaint regarding receiving an extra key for their vehicle issues has been resolved.
  
  ************************** is asked to contact *****************, Car Vision Complaint Escalations Specialist, at (his direct number) **************, if the customer has any other issues with this matter.
  
  Car Vision thanks the customer and the BBB or their participation in resolving this issue, and wishes the customer nothing but an excellent future experience with this vehicle, consistent with the experience of the vast majority of Car Vision's other customers. Car Vision has done nothing wrong in this process, before and after the customers complaint, and has gone above and beyond anything it was required to do in accommodating and resolving this complaint.
  
  *****************
  Corporate Legal Officer
  Car Vision, Inc.
  Mobile: **************

• Initial Complaint

  Date:12/02/2023

  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.

  Took my car to get new engine was approved by warranty then they called me to say my starter was bad an had to pay 600 to change an finish my engine their was nothing wrong with my starter an when I go to pick up the car my engine was never changed an I still can't drive my car they still have my car an is refusing to answer any questions or give me paper work on the new engine not only did they take my money they still have my car an never fixed it now they keep hanging up on me an won't answer my calls I need help please

  Business Response

  Date: 12/08/2023

  Dear *******:
  
  Car Vision Complaint Escalations Specialist investigated this complaint by communicating with **************** and the Car Vision Service Department.
  
  Investigation into this complaint found that ******************** vehicle was found to be in need of an engine which was repaired under warranty. It was further found, during the engine repair, that the starter was broken and it was also replaced and Car Vision, acting in good faith, forgo the payment for labor. Other auxiliary issues were found and corrected at no cost to the customer.
  
  The customer has recently returned with what appears to be an engine misfire issue. Preliminary diagnosis has not yet diagnosed the issue of the misfire and upon the issue being found, the vehicle will be repaired.
  
  Car Vision Complaint Escalations Specialists have spoken to the customer, informed her of the progress of her vehicle repair, and has continued to work with the customer to complete her vehicle repairs.
  
  The customer's frustration has been fully comprehended and Car Vision Complaint Escalations Specialist will continue to follow up with this customer's vehicle repair issue until its completion.
  
  As such, the customer's vehicle complaint issues are being addressed.
  
  **************** is asked to contact *****************, Car Vision Complaint Escalations Specialist, at (his direct number) **************, if she has any other issues with this matter.
  
  Car Vision thanks the customer and the BBB or their participation in resolving this issue, and wishes the customer nothing but an excellent future experience with this vehicle, consistent with the experience of the vast majority of Car Vision's other customers. Car Vision has done nothing wrong in this process, before and after the customers complaint, and has gone above and beyond anything it was required to do in accommodating and resolving this complaint.
  
  *****************
  Corporate Legal Officer
  Car Vision, Inc.
  Mobile: **************

  Customer Answer

  Date: 12/26/2023

  I pick my car up from car vision on 12/12/2023  an the next day the check engine light came on I call ** ****** he told me it out his hands I have to put new claim or pay upfront out of pocket mind you the code the car is given is still with the engine an the oil that they supposedly fixed not only did they give me hard time but my car was used for personal use before I picked it up I have screen shots of the gps I have on my car it showed my car left the lot at 8 at night on 12/11/23 an went to king of purssia mall in Philadelphia pa an then they drove it home I call ** ****** he told me he was not sure who had my car but that he take full responsibility if anything happen to my car then I call the next morning an still no one knew were my car was. Then the car arrived to car vision around 9 am the next day mind you I pick the car up that same
  Day took it home an my check engine light came on as if they did not fix anything but took my money the engine they put in my car is old an very dirty an it still haven issue as if it a bad engine an they did not care to check it now I’m haven the same issue I took the car to them for as of right now my car is parked I can’t drive it warranty told me it up to car vision that they already paid th to replace my engine so now warranty can’t even help me an carvision fuck me over took my money gave me the run around for three months am my car still broken down with same problem they we’re supposed to fix I need help an I reject ** ****** response due to the negligence an the way I was treated as a paying customer . I am still maken payments on my car an can’t even drive I was scammed  out repairs to my car an my warranty that I pay for ! I need help my next step is getting my lawyer involved.this is not fair my car still not fixed 

• Initial Complaint

  Date:11/08/2023

  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.

  My 18-year-old daughter purchased her first car, a 2019 Mitsubishi ********* in the beginning of October at the Trooper location (with money she saved). On her way home, the car broke down. They said they would tow it the next day and never showed up. The day after that, they did tow it. We picked it up later that night, only for it to do the same thing the next day. It was 3 days since the second break down before they came to get the car. In the mean time, my daughter had no car. Then we received a call the next day that they were doing research, and would tow the car. They finally towed the car and "fixed" it, only for it to happen a third time the day after picking it up again. At this point, we were done. We wanted nothing to do with the car, but they said they couldn't take it back due to the bank owning it at this point. We spoke to **, Car Visions lawyer while we were there picking it up. He promised if there are any other issues, it will be taken to a Mitsubishi dealership to be fixed. Well, believe it or not, it breaks down AGAIN with the same issues as every other time the next day. At this point, my daughter has had the car in her possession maybe a week in total from the day she bought it, yet she still must make the car payments. It's towed yet again, and has now been at least one week since they've had the car and it was NOT taken to Mitsubishi. I was told they ordered the part last week and it would be in Thursday. I called yesterday to see what was going on and I was told they just ordered the part and it will now be here Thursday or Friday if this week and they would need ANOTHER week to fix it. I reached out to ** yesterday and have not heard back. I spoke to the manager today and was told he can't help because he's on the sales side and I need service. I was told to contact the district attorney and Better Business Bureau by a family friend who is a police officer. I get no updates at all.

  Business Response

  Date: 11/27/2023

  Dear *******:
  
  Car Vision Complaint Escalations Specialist investigated this complaint by communicating with **************** and the Car Vision Service Department. 
  
  Investigation into this matter found that the customer's complaint has been resovled and this matter should be marked as resolved. 
  
  **************** is asked to contact *****************, Car Vision Complaint Escalations Specialist, at (his direct number) **************, if she has any other issues with this matter. 
  
  Car Vision thanks the customer and the BBB for their participation in resolving this issue, and wishes the customer nothing but an excellent future experience with this vehicle, consistent with the experience of the vast majority of Car Vision's other customers. Car Vision has done nothing wrong in this process, before and after the customers complaint, and has gone above and beyond anything it was required to do in accommodating and resolving this complaint.
  
  *****************
  Corporate Legal Officer
  Car Vision, Inc.
  Mobile: **************

  Customer Answer

  Date: 12/10/2023

  Car Vision did end up the situation right. It did take filing complaints on BBB, Car Visions website and others to be taken serious and receive a response to our issues. However, in the end they did make it right. 

• Initial Complaint

  Date:10/24/2023

  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.

  After I purchased the vehicle on April 21, 2023 and was driving the 2017 ********* ******** home, about 10 minutes into my drive, the vehicle starts shuttering and is shifting rough. The vehicle had a 30-day Warranty. I took the vehicle back 3 times before they told me they need to replace the transmission, covered under the warranty. Scheduled a date to bring the vehicle back to replace the transmission, they had the vehicle for over 2 ½ weeks before it was returned to me. Upon getting into the vehicle, I found personal belongings left in the vehicle and about 400 extra miles driven on the vehicle. Filed a complaint with manager ** ********. I followed up with an email to ** about my concerns, including the extra mileage and no service receipt received. ** responds with an updated service form with changes in the posted milage to cover his butt. The vehicle drove worse when I got it back after a USED transmission was put in. I took the vehicle back to CarVision and I was told by a service manager that they didn’t have the necessary diagnostic equipment to check the transmission codes on my vehicle. Now I am thinking why I wasn’t told this the first time I wanted the transmission serviced, BECAUSE THEY KNEW THE VEHICLE, THEY SOLD ME HAD A BAD TRANSMISSION TO BEGIN WITH. I was told I needed to take the ******** to a Chevrolet dealer to have the transmission diagnosed. That cost me $1016.18, and I was told I would be reimbursed by CarVision. Took the receipt to CarVision and handed it to a service manager and never heard back from them. I was told by ****** ********* that upon inspection of the transmission, there were missing bolts(I have pics), a plate put on backwards, fuel lines crossed and unrecognizable transmission fluid. It was recommended that I replace the AC Compressor. This cost me an additional $1013.10. I have emailed ** ********, operations manager; **** *******, President and handed ***** ***** my invoice from ******** *********.

  Customer Answer

  Date: 11/10/2023

  I have communicated with their Lawyer, *****************, who said he would pay for the first transmission repair.  He asked me to send him the receipt which I did.  Then he left another message on November 9th asking me to call him to resolve the issue in which I responded with a call and left voice message with a no return call from him.   

  Business Response

  Date: 12/01/2023

  Dear *******:
  
  Car Vision Complaint Escalations Specialist investigated this complaint by communicating with ************** and the Car Vision Service Department. 
  
  Investigation into this matter found that the customer's complaint has been resolved and this matter should be marked as resolved. 
  
  ************** is asked to contact *****************, Car Vision Complaint Escalations Specialist, at (his direct number) **************, if he has any other issues with this matter. 
  
  Car Vision thanks the customer and the BBB for their participation in resolving this issue, and wishes the customer nothing but an excellent future experience with this vehicle, consistent with the experience of the vast majority of Car Vision's other customers. Car Vision has done nothing wrong in this process, before and after the customers complaint, and has gone above and beyond anything it was required to do in accommodating and resolving this complaint.
  
  *****************
  Corporate Legal Officer
  Car Vision, Inc.
  Mobile: **************
  

  Business Response

  Date: 12/04/2023

  Dear *******:

  As responded to in my reply to the customer's complaint. This matter has been resolved.

  Please see attached copy of Agreement and reimbursement check was mailed out to the customer on November 29, 2023.

  Best regards,

  *****************

  Corporate Legal Officer