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:12/04/2024

  Type:Customer Service 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.

  Hampton Virginia location ***** * ******* ***** ******** ** ******) First ever purchase of a vehicle on October 26, 2024, my credit score********* was high enough to purchase vehicle without income being acquired. ******** ********* structured the loan incorrectly, making it impossible to obtain different vehicle by filing based on income, from information provided by financial advisor at Norfolk location. Took the 2020 Chevy Trax home, the cooling fan constantly ran draining the battery, the side mirror needed replacement, and painted, as well as issue with tire pressure. I returned to dealership the next day (10/27/24) to advise Banister of issue (sat from 9am-6pm) after being told by store manager **** that vehicle would be towed from my residence and would work it out to obtain a different vehicle from Banister Norfolk. I received a rental for approximately 4 days, after receiving call that the issue was resolved (relay replaced) only to go back home and fan drained battery again. 10/31/24 went to Norfolk Banister for service after constantly calling Hampton location, put into another rental until 11/15/24, while vehicle was sent **** ********* ********* to resolve issue. Picked up vehicle on 11/15/24 to return vehicle on 11/20/24 due to air system issue for engine, painting of driver side mirror and tire pressure issue. another rental vehicle, received call 11/27/24 part ordered, be done by end of day, still no word if service is complete. As of today 12/4/24 I HAVE PURCHASED A LEMON,**** monthly payment, I have only driven the vehicle one day and issues occur, to be told by managers "We put you in a rental and we going to make it right." concerns again to ****, stating "What is her problem? What is her issue? ,to be sent back to Norfolk Banister where vehicle was not purchased from to resolve issues. Additional fee of ****** added for services, not the powertrain warranty. My request if possible is to obtain a reliable vehicle from your Norfolk location.

  Business Response

  Date: 12/09/2024

  The customer did purchase a vehicle from Banister ****. The Chevrolet came from Banister Nissan Norfolk. The customer wanted to work with the Nissan General Manager. She took delivery and a fan motor ran all night an drained the battery. She came back to the dealership wanting out of the vehicle and only wanted to work with the staff at Nissan Norfolk going forward. Nissan could not get her approved on another unit so she decided to keep the Chevrolet. The car went to the Chevy dealer for repair and the customer was provided a rental at no charge. 

  Customer Answer

  Date: 01/06/2025

  New general manager at Norfolk banister name is ***** I want out this contract, I'm paying for vehicle I don't have. Not allowing a consumer out of contract due to selling of a unreliable vehicle within the 10 day of purchase as stated in contract is a breach of agreement. No matter if rental is provided, I as a consumer should not have the bare the debt of **** structing  a contract for purchase of vehicle incorrectly as I was advised by financial advisor on 10/31/2024 at banister Norfolk. That is the only reason I could not obtain a different vehicle under the current contract with **** *********, not due to credit.

  Business Response

  Date: 01/06/2025

  The vehicle is at the Nissan Store not ****.

• Initial Complaint

  Date:11/29/2024

  Type:Customer Service 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’ve had this car for 2 months and brought it to the shop 4-5 times. They’re saying the issues are fixed but they are not. Told me one price I’d be paying but I’m paying something different. I took video evidence of the coolant not being in my vehicle. I was blatantly lied to about there being coolant in the car that’s because he had poured some in.

  Business Response

  Date: 12/02/2024

  Dear ***

  The customer did purchase a vehicle from us. The customer returned with the car stating it had an overheat issue. We installed a coolant overflow bottle and replaced the thermostat. She returned a second time stating an overheat issue  and we found air in the line. after bleeding the system, it took care of the issue. The customer stated on a third trip she felt the coolant bottle was low and thought we added coolant. The system is a closed system that pulls fluid out of the coolant overflow tank as needed and pushes it back as the vehicle cools off. The customer is having a hard time understanding the overflow tank looks full at times and low at others. There is a minimum and a max fill line on the tank. The customer asked if she could trade out of the car but refused to provide us with a new customer statement.

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

  General Manager 

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

   

  Customer Answer

  Date: 12/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I fully understand what is being told to me but this is not the case. I’ve asked to speak with a manager every time I came and no manager has ever spoken to me. I’m not confused on anything and was blatantly lied to. I have photos and video evidence to back my claims. I will be bringing the car again today which makes it the 5th time. The coolant is leaving out of the car and I’m being told I do not know what I am talking about. I know the difference between pink liquid and a clear container. I had checked the level before I brought it to them and it was empty but magically it was at the min level. 
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 12/02/2024

  To my knowledge, the customer has not paid for any repairs. We even installed a stop start battery at no charge. At this point, I do not think we can change the customers mind about the coolant being added. It does not benefit us to add coolant and kick a problem down the road. We do everything possible to take care of our customers. I am going to consider this issue closed.

• Initial Complaint

  Date:10/11/2024

  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.

  Took my dodge Van for brakes. They had recommendations also. They told us there were coupons online we could use. Printed them out. We called back and said it said Williamsburg. They said fine. We asked if we got the recommendations also could we use both coupons. They asked a manager and said if we got recommendations also yes. And the coupons along as it was Mopar it didn't matter the location. Welp got there after to pay and they refused the coupons saying Williamsburg. Click bait. Then was rude when we explained what was said to us prior to agreeing to services. Manager refused to come out. The lady now at Nissan was always pleasant. These nee people here are rude. We bring both vehicles here too often to be refused promises made.

  Business Response

  Date: 10/11/2024

  Dear BBB,

   I reviewed the complaint listed above. First of all I feel bad for any customer having an issue. I found the only coupon listed on our site was a spend and save coupon allowing the customer to save up to ****** depending on what they spend on any full price service and not combinable with other offers. The customer had a coupon from another dealer for discounted brake service, ******* pads only, ******* if rotors needed machining using ******* ******* parts. ******* ******* is a value line based on parts quality. We used ***** Premium pads and had to install new rotors. You have to compare apples to apples. It's hard to match another dealers pricing if things are not equal.

   

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

• Initial Complaint

  Date:01/03/2023

  Type:Billing 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 November 10th, I purchased a vehicle from Winner's Circle Chrysler, Jeep in Hampton, VA. Unfortunately, the vehicle was a total loss in a collision on December 3rd. I found out that the dealer had not paid the lien on my trade-in as of December 10th, nor had they paid the lien on the trade-in of the previous owner of the car I purchased. I am unable to process the insurance payment because they also had not processed the title as of December 29th 2022. I have made multiple calls to the dealership. These practices are shady at best. During the purchase of the vehicle they also stated that if I did not use their lender, I would have to sign for two loans in order for them to insure that the vehicle was paid. My lender was the largest credit union in North Carolina. This dealership is the worst dealership I have ever dealt with. Their shady practices go far beyond anything I have ever experienced. I am now having to pay for a rental car for a period beyond what the insurance would pay due to their inability to complete their work.

  Business Response

  Date: 01/03/2023

  Winners Circle will refund the customer the $****