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:12/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Ive had many problems with the car within the first 30 days of buying it and now realizing that the paperwork I have for the car says its a 2.0 and my sales person told me it was a 1.0 engine I feel very disrespected and used to make a couple dollars im 18 years old trying to do good in my life and this is killing the hope I have for everything at this point I want them to buy the car back I want to be able to enjoy the buying Ive had and thats not what I have had so far.

• Initial Complaint

  Date:10/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 vehicle there September 18, 2024 and less than 2 weeks into having it, my check engine light starts blinking. I called the salesman, *****, silence! I then called the internet sales manager, *******, and was told that that is not ok and that is not how they conduct business there and he promised to call me by the end of business that day, NEVER heard back from him (I even left two messages for him). I then went into the dealership and was told that I would need to pay the $159 diagnostic fee then we would go from there, I instead went to my trusted personal mechanic and he was able to diagnose the issues. I called the dealership YET AGAIN and this time spoke with the sales manager, *****, who has (you guessed it) been avoiding and ignoring my phone calls and followed suit with the other employees and given my false information and lied on multiple occasions. This dealership knowingly sold me an unsafe car and the worst part of it all? They knew I have kids who would be in this car and they refuse to own up to their shady practices or fix what they KNEW was wrong with the car. I have never dealt with a dealership as underhanded and shady as this establishment.

• Initial Complaint

  Date:09/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 used 2022 ****** Pickup vehicle Had a ABS Problem before driving off lot . Said they would repair it just bring it back . Could not repair the problem Took it to a ****** dealer and had it repaired Cost $400.00 to fix .Returned to dealer to try to get a refund been over a Month and no Refund ??Also had a bed liner installed and they DIDNT KNOW WHAT THEY WERE DOING Have Runs in the spray on liner !!!!!

  Customer Answer

  Date: 10/13/2024

  They contacted me and offered $150. To make it go away .I told them No I paid $450.  Not a very reasonable amount

• Initial Complaint

  Date:09/02/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Sept 02, 2024 - Filing Complaint for Harassment with Phone Calls, *************** Letters, Luring on False Pretenses an Idiom; Deceive Me **** Son Into Believing That Is Not True. My son and I arrived in Winchester Mitsubshi after 1:45 pm but no **** but we spoke to *****, he was handling our income and application. We asked to see the Kia ****** LX and ***** told us sure, it's outside around the corner of the Winchester Mitsubishi parking lot, we did not see the car so my son and I walked inside Winchester Mitsubishi and said where the car? *****! **** now tells us that oh, the 2015 Kia ****** LX is at our other location because we received a call that it's a Re-call.

• Initial Complaint

  Date:04/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally came to look at trucks on March 13,2024. The truck I originally came to look at was way too much a month so they showed me a 2014 ***** Silverado 1500 LT. it was listed with a lifetime warranty,free inspections/free oil changes for life-so it was worth it for the year to us. When we agreed to buy it we were told it was a typo and they couldnt offer the warrenty and free things. So we were going to walk. Then they offered the lifetime warranty but hiked the price of the truck up more. We walked. We were called back on March 16,2024 and asked to please give them another chance. We went in and now they werent offering us any warranty or anything and we were about to walk when they offered us a ****** mile warrenty and one free oil change. We asked why we couldnt have what they offered 3 days ago and they just didnt want to talk about that. We agreed even though we really shouldve pushed as this truck was listed with the lifetime warranty and free oil changes/inspections for life under dealers notes and they basically got us with false advertising. They claimed they couldnt warranty truck over 100k miles but they currently have a 2004 Jeep Grand Cherokee Laredo with 30k more miles than my truck with the lifetime warranty and the free things. But,I digress. On April 8th I noticed my truck squeaking something AWFUL so I had a mechanic look at it and it was found that both sway bars were snapped (the mechanic said they had been that way for at LEAST 3 months,keep in mind I bought this 3 weeks ago) and that my rear passenger caliper was broken and wasnt releasing the brakes properly. Upon my mechanic taking that tire off, he realized that these brakes were the original brakes from this 2014 truck. This truck was listed with brand new brakes and brand new tires. On April 9, 2024, I contacted Mitsubishi to speak to the manager ***** or The sales person, *******, that sold me this truck. I was told that they werent in that day and I contacted A1 (who Mitsubishi does their service out of) and I was told that neither of the things that were wrong with my truck were under warranty. I tried to get a hold of ***** and ******* for days with no hope and I really needed my truck to get to work so I had a mechanic work on it. The parts alone cost me $190. Im looking at about a $300 labor bill. I finally got a hold of Mitsubishi today which is April 12, 2024 and was told that yes these things wouldve been covered but that they after my call with A1, had fired some people, including their inspector, which was no fault of mine. It was due to other instances. I contacted Mitsubishi, hoping that they can make this right somehow by either giving me the lifetime warranty or reimbursing me for what I had to pay out-of-pocket for a truck that Ive only had three weeks and all I can get is that Im sorry. Im Sorry but that is not good enough. This is the second vehicle that I have bought from Mitsubishi. I bought my wifes 2020 outlander back in February 2022. When we bought the outlander, it had bad brakes and bald tires (it was also listed with brand new brakes and brand new tires)-we noticed the tires right off the bat and asked if we could have new tires put on to which they verbally agreed they would and then after I signed the papers told me they wouldnt. We let that slide and I had new tires and new brakes put on the car. I assumed it was just a one time issue, but apparently this is how Mitsubishi likes to run their business. My Truck the ***** Silverado had a brand new March inspection on it. There is no way that they truly inspect these vehicles. We bought my wifes outlander with a brand new inspection on it and once again, there is no way it was actually inspected because brakes and tires wouldve failed.I have attached photo proof of their website showing that they do in fact lifetime warranty vehicles over 100k miles. ***** they falsely advertised my truck with on and told me they didnt. This Jeep Ive attached was just listed THIS WEEK.

  Business Response

  Date: 04/23/2024

  On 2/16/24 
  *********************** visited our facility in search of a pickup truck. One of our Sales Associates had shown him several newer model pick ups ALL OF which came with our free of charge lifetime powertrain warranty.
  When he had decided on a specific truck and we provided figures he had explained that his wife was not okay with the payment amount. He left our dealership that day without purchasing.
  
  On 3/11/24 
  Mr.***** called in asking to stop back in and visit us again to see if there were any other trucks in stock that would help him obtain a lower payment. We invited him in and asked him to stop by.
  He did come in a few days later.
  
  On 3/13/24 
  Mr. ***** and his wife came in and looked at our 2014 ********* and liked the vehicle, again the payment was over there budget by an approximate amount of $50 per month. 
  While here It was clearly explained to them that the 2014 Silverado did NOT qualify for lifetime warranty but that we would be happy to get them an additional warranty.  
  They decided that they would not be able to budget that payment. We did also explain that Lifetime warranty benefits, and eligibility are determined at the discretion of the warranty company offering such coverage. 
  
  On 3/16/2024 
  Mr. and Mrs.North came to our facility again, announcing that he had gotten a raise and would like to purchase the 2014 Silverado. He said that now they were able to afford the payment they wanted to move forward. It was again explained that his purchase would NOT qualify for the free lifetime powertrain warranty due to the year and miles of the vehicle. They were offered an extended warranty for a discounted price, and also given a written promise for 3 ******** changes with purchase, they happily accepted, and thanked us for helping them get what they were looking for! 
  
  On 4/09/24
  Mr.***** had called in and spoken with service personnel who were unable to obtain an answer for him on warranty coverage. He was followed up with two days later as stated and it was explained that his warranty did in fact cover repair costs. The vehicle was VA safety inspected and passed prior to the sale of the Silverado, and any issues that Mr.North was describing were not found prior to listing the vehicle for sale. 
  
  We also wish to offer an additional 2 complimentary oil changes to make up for the inconvenience. We value Mr./Mrs ***** loyalty, especially since they have purchased two vehicles from us. We truly appreciate his business and hope to remain his preferred choice for automotive needs.

   

  Best Regards,

   

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

  General Manager
  
  
  
  

  Customer Answer

  Date: 04/26/2024

  [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: 21566696
  
  I am rejecting this response because:

   

  it still doesnt change the fact that the vehicle I purchased was listed with a warranty along with brand new tires and brand new brakes which both were untrue as well as them selling me a damaged truck and did absolutely nothing about it. They offered me the warranty on this exact truck. The first time I came in, but they wanted to hike the price up on the vehicle so much to give me that warranty. My question is if they could warranty it then why cant they warranty it now? This would never be an issue if they wouldve covered the broken pieces on my truck when I bought it broken. They claimed that they were unable to warranty the truck due to its high miles and its age, but they are still listing vehicles with very high miles and as old as my vehicle, if not older with the lifetime warranty. Its clearly false advertisement is the point Im trying to get across. They are still refusing to compensate me for all the money I put into this truck and two oil changes are maybe worth 100 bucks when Ive put in over $500 into this truck that Ive only owned at that point- 3 weeks. I will post screenshots of a vehicle that they recently posted after I had filed this complaint where the vehicle has over ******* miles and is just as old as my vehicle and they are warranting it.
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 04/26/2024

  Also as well, I was never offered 3 free oil changes no written paperwork. And when I called A1,they said all I had listed was 1 oil change. 
  

  I was called back by ******************************* on 3/16/2024-i did not just stop back in. I was practically begged to come back in and make it right. So a lot of what Mitsubishi is claiming is not true. 
  
  

  AFTER I purchased the truck, Mitsubishi never called me. I had to call them day after day after day to finally get a hold of someone. I was clearly being avoided. They also did not explain to me when I bought this truck that war the trucks were at the discretion of the warranty company because ***** herself offered me a lifetime powertrain warranty on this 2014 ***************, but wanted to hike. The price up really high tore. My payments were $400 a month! For a 2014!  What I want to know is why ***** even offered me the lifetime warranty in the first place if they cant do it and why theyre still listing very old used vehicles with the warranties? 
  

  I also contacted the warranty company myself, and they told me that the repair of this truck were not covered after Mitsubishi themselves told me that it was.. I had a professional mechanic look at my truck and do the work and he said that there is no way that any of this happened after buying the truck he said that the sway bars were so rusted theres no way that they had connected for at least three months! Mitsubishi even claimed that they fired their inspector due to him not doing his job properly, which clearly shows that they knew that this person was just slapping stickers on vehicles and not actually inspecting them which we were told by ******************************* and *****.

• Initial Complaint

  Date:08/29/2023

  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 April 20th I had an appointment to look at a 2017 ***** ********. Had already been pre-approved. I get there the sales man I was supposed to deal with supposedly wasn't available so they said his son would take care of me. We meet and talk he gets keys to ******** brings it over. I was looking at it and mentioned how small the bed was but it would work. Then he says come in and we will talk. Then he says what do you think about an suv? I said not really against them but I need one that will pull a trailer and also has to have room for my son. So he gets a 2023 outlander sport. We take a ride. I ask about the transmission because I'm a mechanic and there has been issues with them. Then I asked about the trailer hitch he said he couldn't work one in the deal but they are only a couple hundred dollars. Ok so I was good with all that. I really like the vehicle but I can't do what I originally purchased it for. Prior to this complaint I tried to see if they could help me. But all they did was give me products that won't work. No one makes a hitch for that model yet. I have called the manufacturer they sent me the link too. Also the manager from mitsubishi called me and told me trick trucks does them he sends people to them. That was a lie they are not available. I don't want to pay for something I was falsely sold. After I looked into it further the same person I contacted won't return my messages.

  Business Response

  Date: 09/16/2023

  To Whom It May Concern, 
  
  ****************************** arrived at our facility looking for a vehicle. He was shown multiple vehicles and he was pleased with the ********* *****.  In regards to his concerns about a tow hitch being installed, the OEM part was not in dealer stock at time of purchase. 

  However, the needed parts were in fact available via aftermarket sources.  We now have the OEM towing components available for purchase. We would be willing to offer him a discount on these parts, as well as installation. 

  As far as getting a different vehicle all together, we would be willing to help him trade his current vehicle in. Unfortunatley, his prior vehicle has already been sold to another customer. 

  Thank You, 

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

  General Manager 

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

  EXT.***

  Customer Answer

  Date: 09/22/2023

  [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 not shown any vehicles. I looked at the truck I was approved for on the outside and in the back seat. I was then asked if I would be willing to try a sub. I told the salesman yes as long as I have room for my son and I can tow with it. I bought the vehicle in April with plans to ride 4 wheelers and kayak. My vehicle can't do either. And I did not pick the vehicle. It was picked for me and I was talked into it. With false promises. 

  Regards,
  
  ***************************

• Initial Complaint

  Date:08/09/2023

  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 July 31, 2023 at approximately 7:30 pm, I purchased a car from this dealership. At 9;00am on August 1, 2023 I called the dealer, told them I hated the car and wanted to return it. Lying ***** said he would consult his manager. Approximately 10 minutes later, they called and said vehicle is not returnable. The car is trash. The transaction was trash. I DO NOT WANT THE CAR. I can return appliances, clothes, and pretty much any consumer goods that I deem to be unsuitable. What makes cars so special that they are excluded from consumer protections? I want to return this trash. I want my money back.

  Business Response

  Date: 09/11/2023

  To whom It may Concern, 
  
  ************************************* visited our establishment on 7/31/23 

  He,and his daughter came in looking for a vehicle.

  He asked about a 2023 Outlander and we agreed to show him that particular vehicle, they had during their visit driven mutiple vehicles including the new Outlander and several others. 

  He was still in deliberation, and decided that he would like to drive the Outlander a second time. We obliged of course. This final test drive was about 30 minutes long. 

  When he returned he had decided, with the advice of his daughter that the Outlander was his final choice. He was excited and signed all required doccuments happily at that time.

  He had complained 2 business days later that he no longer wanted the vehicle. Unfortunatley in the State of Virginia there is no cooling off period. We had explained this to him that this purchase was irreversable and non refundable. 

  We tried to rectify this situation the best we could but couldnt come to an agreeable solutuion that satisfied ******************** 

• Initial Complaint

  Date:08/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Winchester Mitsubishi was suppose to perform a recall on parking brake. They documented recall completion but didn’t actually perform work. I contacted Mitsubishi corporation because they failed my safety inspection for failed parking brake and tried to charge me more to “fix it”. Mitsubishi advised me to take it to another Authorized service center to diagnose problem. I I brought vehicle to another Mitsubishi dealership who confirmed recall was never physically done and brake calipers have rusted and seized up. I am ascertaining the damage done to to driving the car with both rear brakes seized up for undetermined length of time because Winchester Mitsubishi lied about performing repair.

• Initial Complaint

  Date:11/09/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2016 ***** ***** LX listed with Winchester Mistsubishi for 14,595. This was corroborated by Patrick, I was told that the price may be higher as the car has had some work done. Patrick reported this would bring the price to somewhere around 16,000. I questioned this and was not provided an answer. Also, Patrick informed me that he was able to secure financing for the vehicle for 5.9 percent. The car was purchased on 10/14/22 When I arrived at the dealer ship 1. I noticed the car had damage to the front left door panel, the car was listed as having no accident reports 2. On 10/14/22 the car was listed on the companies website and on ******** for 14,595.00. 3. When I went to the dealership I was told the list price was 15,595. I was surprised to see the increased price of the car reflected just a few days later on Winchester Mitsubishi's web site for the price I was charged; 15,595.00. 3. interest agreed to prior to me arriving at the dealer was 5.9%; it was increased to 6.84%. 4 The car was listed at 14,595.00, I was charged 17,852.91 after all fees and the cars increase. Car type- Used 2016 ***** ***** Sedan Contacts Patrick - ************ Tarek M*** ###-###-#### or ###-###-#### Fax- ###-###-#### I do have a screen shot of the cars listing on 10/14/22; I was unsure of how to send it to you.

  Business Response

  Date: 11/28/2022

  Hello, 

  Thank you for explaining to us what you feel and we do value your opinion. Our Sales department explained to you that the vehicle still needs to go through the shop and the price has increased after shop bills. The price you were charged is $15,995.00 NOT 1$7,852.91.00 The $17,852.91 is including your tax, tags, title, registration and processing fee. The interest that we gave you over the phone was just an estimate based on the year make and model and the score you gave. We do not charge the rate the bank does and its based on the final call that comes from the bank. The final paper work was reviewed and signed at the time of delivery and you have agreed to all terms and condition. At this point we feel that we did everything to satisficed you and there is no refund to be issued to the buyer. 

• Initial Complaint

  Date:09/12/2022

  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 used 2017 **** ******** *********, with 63K miles, on July 12, 2022, with limited warranty. Car was listed as good condition on vehicle report, no known issues. September 7, 2022 (less than 2 months later), while driving the car, the exhaust started making noise and the car stopped accelerating as fast. Monday, Sept 8th, I took the car to a local mechanic for evaluation (and to make sure i would be able to drive the car further to the dealership) who advised the exhaust system was rusted and had a hole, and that the car should have never passed inspection in the first place. Took the car to the dealership, had to wait 2 full business days before the Service department would even talk to me to tell me what was wrong with the car. Took another 2 days to get a response back that it would cost $1000 to repair the exhaust that was not covered under the warranty - on a car that i've had for less than two months. On Sat 9-10, I spoke with Matt (sales manager) and was told that the best he could do would charge what they would pay for the parts to fix the car. He said he would send me an itemized written statement and get me the amount due. I have continued having problems contacting the dealership to get an answer from them regarding my car. As of today (9-12), i still have not received an itemized written statement of the work that needs done and the cost. When i contacted Matt again, i was told that the "original" cost for repair was going to be $1297 - not at all what I was told from the beginning. I have documentation and recording of the conversation to prove it. 

  Business Response

  Date: 09/22/2022

  Issue was resolved customer is happy.