Complaints

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

close

Find a Location

Car Vision has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:07/31/2023

  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.

  My wife purchased a 2018 ****************** from Carvision on 9/05/22.The dealership pushed this extended warranty on us. PT 24 months or 24,000. On 12/2/22 the truck broke down. Engine trouble. A real ***************** said the gas engine and radiator needed replacing. Carvision disagreed and tried to charge $3000 for repairs covered under the warranty. After much arguing they repaired what they wanted, didn't correctly write down what they did to the car and returned it on 1/7/23. 2/09/23 broke down again same issues. Carvision refused to send a tow truck. ** whom is in charge of service kept the car for two weeks and denied any issues. I had to return again on 2/21/23 for the same issues. On 5/15/23 the truck broke down again. All the issuse stem from the original Engine and radiator issues. My wife has not had a working reliable car since December 2022. We cannot trust them to repair the car, we just want our money back. We began requesting our money back for the warranty or the vehicle in December 2022. responsible parties involved are... *****************, *********** , *********************, *************************, and *****.

  Business Response

  Date: 08/04/2023

  Dear *******:
  
  I am normally precluded from responding to this complaint because **. ********************* is not the customer. However, as a courtesy, I will inform you that this complaint matter has already been addressed by the customer ****************** ***************************** on BBB Complaint ID: ******** (dated 06/29/23) and been responded to by Car Vision.
  
  Car Vision thanks the customer and the BBB for their participation in resolving this issue, and wishes the customer nothing but the very best in the future. 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: 08/08/2023

  This matter is not resolved! Carvision has been communicating with both of us (husband and wife) throughout the duration of this issue. I have attached copies of the same issues we are experiencing from the very beginning. Carvision is not being honest about the condition of the vehicle they sold us nor are they being honest about the repairs needed to get the vehicle working again. ***************** of Willow Grove, *********** and ********** refuse to touch the car because of the "repairs" done by carvision. I want my money back for the warranty they refuse to use to properly fix the vehicle. I will notify the news next. We purchased an extended warranty for the engine and the engine needs repairs. 

  Customer Answer

  Date: 08/08/2023

  This issue is not resolved!!!! Carvision has lied from the very beginning about the issues with this vehicle. They sold me an extended warranty that they refuse to use to completely fix the vehicle. They have lied about repairing the vehicle by not providing a correct receipt for work done, even after repeated requests. **** ***** of Willow Grove, ********** have provided accurate assessments of repairs needed. Carvisions repair shop has left loose and disconnected hoses and wires to avoid doing the work needed, to lie about all the issues and to cover up their inability to properly fix my vehicle. We want our money back for the warranty they refuse to use to properly fix the vehicle. I have attached the receipt from ***** about carvisions "repairs" and a receipt from carvision from 2 months after purchase with the issues listed. The same issues I'm still having. I will notify the news next. Please just give us our warranty refund to fix the car. 

  Business Response

  Date: 10/17/2023

  Dear *******:

  Please see prior responses to both **** and ****** ******.

  As it stands, Car Vision has already responded to this complaint in its prior responses.

  Thanks,

  **

  Business Response

  Date: 10/25/2023

  *******:

  As we have previously stated, please be advised that **** ****** is NOT a customer of Car Vision and we therefore reject this complaint.

  Best regards,

  ** ******
  Corporate Legal Officer
  Car Vision, Inc.
  Mobile: ###-###-####
  

  Customer Answer

  Date: 10/27/2023

  [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:
  I was a customer of this company though they claim I was not.  I purchased a vehicle and have since had service multiple times.  They have accepted multiple payments from my personally so I’m not sure how they could say I’m not a customer. I have attached a screenshot of an email from the service manager of Carvision which makes clear I’m a customer.  They will try whatever shady trick they can in order to not be held accountable.  
  
  
  
  Regards,
  
  
  
  **** ******
  
  
  
  
  
  
   
  
  
  

• Initial Complaint

  Date:06/25/2023

  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 a 2018 ****************** from Carvision on 9/05/22. At the time of purchase, I added the Used Vehicle Extended Service Agreement to cover the Powertrain (PT) and an additional 24 months or 24,000 additional miles.On 12/5/22 I took the truck to **** ***** of Willow Grove due to all the warning lights coming and engine sputtering.The assessment was that a piece of the engine needed to be replaced.They suggested I take it back to carvision. On 12/6/22 I took the truck into Carvision for engine trouble.They first denied some of the issues and then came back with a quote of $3000. After much back and forth, carvision only "fixed" what they assessed the issues to be, short of what the **** ***** dealer recommended.The work was complete on 01/07/23, partially covered by the warranty.I was provided a receipt with incorrect repair info.I immediately contacted to manage to request a correct report of the repairs done. No response.The next break down was 02/09/23 the truck would not start or shift into any gear and had to be towed on a flat bed.Carvision refused to provide a tow truck or assist in any way. Same engine issues, carvision denied it, kept the car for two weeks and then returned it reporting no issues but all the lights now off.I again took the truck back on 2/21/23, 05/17/23, and it is again in need of service. The root of my complaint is that Carvision sold me a lemon, is covering it up with shotty work to get me out of the shop, did not show the ****** report, three independent repair shops have reported that cords have been loosened, missing pipes and missing bolts.I have ALL my emails trying to contact them to get the right repairs, requesting the correct receipt, all printed receipts, all of my original paperwork (that does not include a ****** report) and reports from 3 other repair shops with work needed and work assessed.I no longer trust them to correctly fix the truck and I'm worried it's beyond repair.I would rather void the transaction. 

  Business Response

  Date: 07/13/2023

  Dear *******:
  
  Car Vision Complaint Escalations Specialist investigated this complaint by communicating with the Car Vision Sales, Finance, and Service Department.
  
  Investigation into this complaint found that ******************* vehicle engine did not need to be replaced. A thorough diagnostic of the vehicle found a "leaking oil filter housing."
  
  The customer was informed that the vehicle diagnosed repair issue is not covered under the warranty. The customer has only purchased Powertrain warranty coverage. The Powertrain coverage includes Engine and Drivetrain coverage. Specifically relevant to this claim, the warranty covers engine repairs that are: Internal lubricated parts, engine block, cylinder heads, harmonic balancer, manifold(s), exhaust/intake (excluding catalytic converters), oil pan (excluding drain plug related failures), oil pump, timing belt/chain, gear, cover and tensioner, manufacturer-installed turbocharger(s), manufacturer-installed supercharger, & valve covers.
  
  As such, it is evidently clear that a diagnosed "leaking oil filter housing" is not covered under the Powertrain warranty as the customer was rightly advised.
  
  The customer also claimed to not be provided a tow truck or receiving assistance in any way. Upon being contacted by the customer, Car Vision contacted and dispatched a tow truck company who picked up the vehicle. Car Vision also provided the customer with a loaner vehicle. Therefore, the customer's complaint of not being provided a tow truck or being assisted in any way is without merit.
  
  Lastly, the customer's root complaint of being sold a lemon is not supported by the facts - The customer bought this vehicle used, it was in good running condition when purchased, the vehicle required maintenance and repair to the oil filter housing some three months after sale which was not covered under their service contract but which Car Vision repaired at a steep discount. Additionally, the customer now complains that the Exhaust Gas Recirculation tube fell off the vehicle close to a year after sale and a month after Car Vision last serviced the vehicle. Missing parts are not covered under the warranty and this part was not touched the last time Car Vision serviced the vehicle. 
  
  As a result of the above information uncovered during this investigation, Car Vision has addressed all of the customer's complaints and it 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: **************

• Initial Complaint

  Date:06/08/2023

  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.

  On 5/19/2023 I purchased a 2017 ******** ***: 1. A test drive proved that a significant pull of the car to the right. ************************* (salesman) took it to the service garage for an alignment. 2. While in the finance office, i signed a document indicating a loan buy rate of 6.74%. I did not receive a copy of this document with other docs. Rate charged by **** Bank was actu**** 7.94% NO one at Car Vision would take my calls for information even though i asked on more than one occasion for the names of sales and service manager for clarification. 3. I was outright lied to by salesman when I informed him I wanted to use ***** for auto loan...Mark said because of supposed structural damange, only 2 banks (including ****) would underwrite the loan. ****** revealed minor damage on left side of vehicle. 4. When i left dealership with car, it was still pulling to the right. I decided to take the car to my own mechanic, who corrected the problem and charged $170.00. I was also informed that there was no structural damage, as reported by Car Vision. I called and emailed Car Vision and presented them with the bill, which they declined to reimburse. I considererd it a danger to go back over bridge to NJ, pay the toll and use gasoline to deliver the car back to them for repair when it should have been done correctly before delivery.

  Business Response

  Date: 06/21/2023

  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 in need of repair. The customer took her vehicle to her personal mechanic and incurred a cost of $170.00. Car Vision, acting in good faith, has agreed to a one-time reimbursement of $170.00 which resolves 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 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:06/06/2023

  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 in January. I was given a two month warranty. been having an issue with the car. sent to service 5 times and problem has not been fixed. Currently it's been six months and it's still being repaired. Asked a manager to contact me, but no one returned my call.

  Business Response

  Date: 06/08/2023

  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 is in need of repair. After performing a thorough diagnostic on the vehicle, Car Vision, with the consent of the customer made arrangement and shipped the vehicle to *********** to me serviced.
  
  Communications with ********************* has found that they have been unable to diagnose the engine misfire and are conducting a complete engine teardown.
  
  At the request of *********************, the customer was asked to afford Car Vision, working in conjunction with *********************, a little more time to complete the repair of his vehicle; to which the customer has given his consent.
  
  As such, the customer's complaint resolution seeking his vehicle repair is being addressed and should resolve this complaint.
  
  **. ***** 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.
  
  *****************
  Assistant Legal Officer
  Car Vision, Inc.
  Mobile: **************
  

  Customer Answer

  Date: 06/15/2023

  [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:
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:05/18/2023

  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.

  Purchased 2017 ******* 04/11/2023. Driving home I noticed that the engine light was on. Also- the inspection was about to expire. I wrote an Email to the sales rep within 72 hours. Took over a week to respond. Her response left me with little confidence. (I spoke with a sale man at another dealer and he assured me that he would have stated much more urgency to have it serviced. When I brought it in I was told it would need a new engine. I was totally beside myself. I never got the loaner promised and it took over a week to finally hear from the service manager. He told me that corporate would not approve any warranty and that the best they could do is split the cost. Considering that I purchased the car with a warranty and an additional 24 months I simply could not understand. His answer was that I drove it with the engine light on. (The way it was given to me) I will attach all relevant sales, warranty, car fax and emails)

  Business Response

  Date: 05/23/2023

  Dear *******:
  
  Car Vision investigated this complaint by communicating with **************** and the Car Vision Service Department. 
  
  Investigation into this complaint found that ******************** vehicle is in need of engine repair. After speaking with Car Vision Service Manager, Car Vision, acting in good faith, has agreed to accept the customer's offer repair payment of $1,000 and Car Vision will pay the $3,000 remainder cost for the replacement engine and labor cost. 
  
  Arrangements have been made for **************** to bring in the vehicle in for repair.
  
  As such, the customer's complaint resolution seeking a billing adjustment and his vehicle repair has been addressed and should resolve this complaint.
  
  **************** 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 ******************** 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.
  
  *****************
  Assistant Legal Officer
  Car Vision, Inc.
  Mobile: **************

  Customer Answer

  Date: 06/06/2023

  [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:05/09/2023

  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.

  On, about May 15, 2020, upon making a purchase of my current vehicle, I was required to have a co-signer. When I chose my sister, they placed the loan and vehicle in my sisters name, however, also informed both of ** that I would be listed on the contract as co-owner, but that did not occur. They also sold ** a tire repair-replacement contract for $1000. When I attempted to have my tires repaired via this contract, both the dealership and the Company "First Automotive" they stated they wouldn't be able to repair my tires under the contract because a certain box was not checked, when I was assured the contract covered ALL repairs. When I tried several times to reach anyone at the dealership or First Automotive, they would ************ off to each other. Never received any call backs. They lied from the beginning and continue to pass the buck and my calls.

  Business Response

  Date: 05/09/2023

  Dear *******:
  
  Car Vision Complaint Escalations Specialist investigated this complaint by communicating with **************** and the Car Vision Service & Sales Department. 
  
  Car Vision Complaint Escalations Specialist spoke to the customer and provided him with the information which is needed to get his tire repair claim approved. 
  
  **************** was also provided with the information which is needed to get his name added as a co-buyer to the vehicle.
  
  In addition, Car Vision Complaint Escalations Specialist received a request from **************** to cancel his warranty. The information for completing the process was sent to the provided email address associated with the buyer ************************************
  
  As such, the customer's complaint has been addressed and therefore should resolve this complaint.
  
  **************** 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 *** 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.
  
  *****************
  Assistant Legal Officer
  Car Vision, Inc.
  Mobile: **************

  Customer Answer

  Date: 05/10/2023

  I requested and will be FULLY refunded for this warranty, I also request that the BBB add to the record of this complaint, the unprofessional, disrespectful; and further deceptive conduct by Mr. ***************** who responded to this complaint in reference to this matter. While I rejected his offer to simply go out and locate a rim repair shop to claim that "damage done to tire was due to road hazard." and requested a refund, he became argumentative claiming my complaint was illegal because the vehicle is in my Sisters name, if I filed suit, I'd lose. He was loud and his behavior outrageous considering the position he's as Legal Counsel to seek resolutions and rectify Consumer complaints. 

  I pray that this complaint and I authorize, if necessary, that it be published via any viable and reputable Consumer websites for informational services.
  
  Regards,
  
  ***************************
  

  
  

• Initial Complaint

  Date:05/03/2023

  Type:Billing 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 purchased my car from car vision in maple shade the ***** model * built in 2015 on the 04/19/2023 I financed the car and put 16000 dollar on down-payment The money for the down-payment was counted twice in front of my by a sales financial representative On the 1st may of 2023 I'm getting a call from the dealership that they are short of 400 dollar of the money which was double counted in front of me by the sales financial representative and handover to the dealership. I replied to the sale financial representative, i handover the money and it was counted twice in front of me and it was the correct amount they processed my paperwork and made a receipt ready which I'm attaching it in the email. On the 2nd may 2023 I'm getting a call from the manager his name is ********************* and he is threatening if i dont pay 400 dollars to them my car won't be registered. The payment receipt is clearly showing that i payed under a split transaction I payed 1947.50 dollar from my **** debit card which receipt is attached as well. The remaining balance was payed cash which the financial representative counted twice in front of me. I elucidate to the manger my point that I'm not paying anymore money to the dealership since the money was counted infront of me and only after the money was counted they made the receipt ready . If the money was misplaced by the dealership that was not my concern anymore.

  Business Response

  Date: 05/30/2023

  Dear *******:
  
  Car Vision Complaint Escalations Specialist investigated this complaint by communicating with the Car Vision Finance and Title Department. 
  
  Investigation into this complaint found that the issue complained of by ************** was an internal clerical error which have been resolved. The customer's vehicle registration have been completed and the customer should have already received his vehicle registration. Please see attached copy of the vehicle completed registration documents.
  
  As such, the customer's complaint seeking to resolve the issue of a missing $400 and getting his vehicle registration completed has been addressed and should resolve this complaint.
  
  ************** 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.
  
  *****************
  Assistant Legal Officer
  Car Vision, Inc.
  Mobile: **************

  Customer Answer

  Date: 06/04/2023

  [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:03/21/2023

  Type:Delivery 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 a 2021 gmc terrain on January 21,2023 from car vision Norristown PA. they gave me a temporary tags with the expiration date of March 21, 2023. My license plate and registration never came. I called them several time before my temporary tag expired. They ensure me tags and registration would be here before the expiration date. I tried calling them again on Friday March 17, 2023 to see if I can get another temporary tag because I don’t want to be ticketed for driving with expired tags. They told me they were not allowed to issue another temporary tag and that they will email their title department to find out the status on my tags and registration and call me back. I’ve called their customer’s service line multiple times and keep getting excuse that title department not answering and they have sent serval messages and they’re not responding. I also email the title department at [email protected] and they haven’t replied to me. My concern is that tomorrow I will be driving around illegally and I get pulled over and my car get towed. This whole situation has me very stressed because I need my car to to work.

  Business Response

  Date: 03/30/2023

  Dear *******:
  
  Car Vision Complaint Escalations Specialist investigated this complaint by communicating with ************** and the Car Vision Title Department. 
  
  Investigation into this complaint found that ****************** Registration has been completed and is in the process of being mailed to her.
  
  Car Vision Complaint Escalations Specialist spoke with ************** informing her of the completion and impending receival of her vehicle registration. The customer is now pleased and considers her complaint 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.
  
  *****************
  Assistant Legal Officer
  Car Vision, Inc.
  Mobile: **************
  

• Initial Complaint

  Date:03/14/2023

  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.

  Purchased a 2015 **** ***** ******** ******** on 11/7/22 from CarVision - off Essington Ave (near the Philadelphia Airport) - General Manager ***** *****. My now second temporary tag expires on 4/1/23 and I haven't received anything from CarVision Titles department regarding the completion of my Delaware Registration. I forwarded all of the requested/required documentation to CarVision on 12/1/22 in an email. I also advised CarVision I have a 5 digit Delaware license plate in retention. I contacted CarVision on 3/6/23, spoke to **** and was told I still owe them $3000 from a deal 4 months ago which is total, complete and utter fabrication. I was threatened by CarVision employee (******* *****) on 12/1/22 they'd come repossession my ******** because I owed them $3000? ******* ***** told me to drive back to Philadelphia; despite it being CarVision's accounting error which was acknowledged by Mr. Penny. I advised Mr. Penny I most certainly would not comply due to the error being on CarVision and ******* *****'s despicable demeanor. I advised Mr. Penny to have a CarVision representative meet me at the Wilmington Police Department and 2 (the original check in the amount of $1000 dated 11/7/22 and another check for $2000 dated 12/1/22 will be given. A total of $3000 was given to the representative - the 2 checks cleared my account on 12/5/22. I called CarVision 5 times on 3/9/23. Absolutely no one from CarVision (General Manager and/or Title Clerk) have returned my calls or email regarding my overdue Delaware Registration for my **** ***** ******** since I last communicated to and with **** on 3/6/23. They are attempting to collect another $3000 and refuse to properly complete my registration so my vehicle can be properly registered and tagged in Delaware. Service Issues: - truck would actually cut off/shut down when attempting to start it from remote start status - issue with high beams - transmission slippage - mechanical issues The staff is dreadful and unprofessional in all regards. From the General Manager to Service to the Call Center. The General Manager has complete disregard pertaining to customer's valid issues with vehicles purchased off his lot. Unfortunately, this scamming car dealership has nefarious business practices.

  Business Response

  Date: 03/22/2023

  Dear *******:
  
  Car Vision Complaint Escalations Specialist investigated this complaint by communicating with **. ****** and the Car Vision Title Department. 
  
  Investigation into this complaint found that **. ******** vehicle registration was placed on hold due to an issue with her vehicle registration fee. The matter has been corrected and the vehicle registration is in process.
  
  Car Vision Complaint Escalation has informed the customer of the error which resulted in the delay of her vehicle registration. The customer was also informed that her registration is at the DMV and that she can go to the DMV and obtain another temporary registration until her vehicle registration is completed.
  
  As such, the customer's complaint resolution seeking her vehicle registration has been addressed and should resolve this complaint.
  
  **************** 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.
  
  *****************
  Assistant Legal Officer
  Car Vision, Inc.
  Mobile: **************
  

  Customer Answer

  Date: 04/04/2023

  [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:
  

  **. ***************** failed to disclose my $3,000 deposit given to the General Manager *************************, in 12/2022; after the INITIAL CarVision accounting issue was discovered, was NEVER given to the Titles Clerk to complete my registration in a respectable and reasonable amount of time.  I spoke to **************** on 3/22/23. **************** advised CarVision was truly at fault; but didn't disclose this in his response to the BBB and he also offered me $500 for my inconvenience.  **************** also advised the ************** Vehicle was 3 months behind.  Due to the nature of my business, I advised **************** my office was audio and video recorded.  **************** also gave me the opportunity to speak to ************************* - who again was disrespectful during the conversation and not taking full accountability for threatening to repossession my vehicle despite the theft or mishandling of my $3,000 deposit was due to CarVision.  After my conversation with **************, **************** then offered me only $250 for my inconvenience [no longer $500] and he advised him and ************** are good friends.  Despite this, **************** then advised he was an author and his books are for sale on ******. He invited me to meet him in ***************, ************ to personally pick up the autographed copies of his books.  I advised **************** meeting him was not an option due to him being married.  He then agreed to mail me 2 autographed copies of his paperbacks.  Due to **************** having ALL my personal information/mailing information, I saw no harm.  **************** called to ensure his books had arrived, as they had.  Yes, the issue will be resolved when I obtain my Delaware Registration.  As of 4/4/23, I will need to obtain a 3rd temporary tag due to this very unfortunate situation full circle; even dealing with the Legal Department and rescinding of the $500.

  Regards,
  
  *** ******

  Business Response

  Date: 04/12/2023

  Dear *******:
  
  The customer has misrepresented our communication. It is my job to resolve all issue with customers to be best of my abilities.
  
  First of all, it is illegal to record anyone without their consent in the State of Pennsylvania and I did not give **. ****** consent to record our communication, nor was I advised that our conversation was being recorded. Nevertheless, there were no in-appropriateness therein and **. ****** was advised not to take any of our communication held as such. I will not seek further action if the customer agree to delete any recordings made.
  
  As terms of the Release and Settlement Agreement attached herein, the customer is prohibited from further complaints on this matter, however, Car Vision will waive the $5000 penalty and consider this matter resolved as per the prior signed release agreement.
  
  *****************
  Assistant Legal Officer
  Car Vision, Inc.
  Mobile: **************
  

  Customer Answer

  Date: 04/17/2023

  [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:03/02/2023

  Type:Delivery 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 car from this dealer one year ago. At the time of the sale I had inquired about getting a second key as they only had one. I have reached out several times over the last few months and am still waiting for this to be resolved. Why does it take a year to get a key?? This is unfair to me and extremely poor customer service. What do I do if my key should get lost??

  Business Response

  Date: 03/15/2023

  Dear *******:
  
  Car Vision Complaint Escalations Specialist investigated this complaint by communicating with the Car Vision Sales Department and attempts to reach *** ****** has been to no avail. 
  
  Investigation into this complaint found that *** ****** has spoken to a Car Vision Supervisor who informed her that Car Vision cannot fulfill her request, because the extra key she is requesting has to be programmed, and it can only be programmed at a ** Dealership. 
  
  Therefore, the extra key she is requesting has to be purchased at a ** Dealership. 
  
  As such, the customer's complaint of needing Car Vision to provide her with an extra key has been addressed and this matter should be considered 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 customer’s complaint, and has gone above and beyond anything it was required to do in accommodating and resolving this complaint.
  
  *****************
  Assistant Legal Officer
  Car Vision, Inc.
  Mobile: **************