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:01/27/2025

  Type:Product 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.

  Date: Saturday, 12/28/2024
  Form of payment: $10,500 cashier’s check
  Vehicle: 2016 **** ***** *** ******** *******
  
  Summary: On 12/28/2024 ***** ******* and ******* ******* negotiated the price of a 2016 **** ***** to $10,500 cash. The discount was to reflect: the leaky roof/ windshield issue; the cosmetic damages to the vehicle (front passenger seat needing repair, missing buckle on 2nd row seat); the broken third-row seats. When we asked about the “ECO” light on the display board, we were told by Sunan S****** that it was a feature that was turned off and that there wasn’t an issue. Less than a week after purchasing the vehicle, the car failed inspection because it needs an evap canister. We contacted Chip’s Auto Sales multiple times and were told on 1/27/2025 that they do not intend to cover any of the necessary repairs for the car to pass inspection. Upon further investigation, we found the personal listing from the original owner published on 11/27/2024 which discloses issues such as the need for the evap canister and an eco-backup battery (which contradicts what Sunan had explained the “ECO” issue to be). Furthermore, we have discovered a coolant leak which requires fluid to be added to the vehicle on a semi-monthly basis. We feel that Chip’s either knew of these issues and failed to disclose material information or that they did not do their due diligence as a car dealership before listing a car. We are seeking a full inspection of the car to be performed by a certified **** ***** dealer with the necessary repairs to be covered by Chip’s Auto Sales.

  Business Response

  Date: 01/29/2025

  In regards to complaint ID ******** on 12/28/2024 ***** ******* and ******* ******* did purchase the 2016 **** ***** *** ******** *******. We purchased this car as a trade in to a local new car dealer. We performed the necessary safety check and replaced the radiator and the rear brakes in order to make the vehicle safe for the road per *********** standards. This vehicle was sold legally and correctly as is condition, without warranty and all paperwork was signed to that effect. The customer felt that the vehicle would require additional work and for that reason demanded a total discount of $2200. Chips agreed to the customer's request and the customer left happily with their purchase and there was no further contact for several weeks. We have no knowledge of nor any communications with the previous owner. The ECO light that was mentioned results from the start/stop feature that most customers disable for their convenience. We researched the charcoal cannister and found that the cost of the part is approximately $120. We offered to secure the part for the customer but they refused. We feel that we have done everything correctly and in no way misrepresented this vehicle. Anyone purchasing a 9 year old **** ***** product with 138000 miles should expect that the vehicle will require attention to maintenance items. We have tried to explain this in several phone calls with the purchaser to no avail, hopefully this written explanation will help them to understand the nature of their purchase.

  Customer Answer

  Date: 01/29/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the car was purchased with the expectation that it would pass inspection, which it did not. The coolant leak is noticeable and would have been detected in the weeks that the car was under Chip's ownership. Concealing material information is fraud. I also take offense to the phrase "demanded a total discount of $2200" as we had mutually agreed to that price as we were also paying in cash (something CHIPS had noted in the negotiations). The vehicle clearly has more issues than what was revealed when the price was being negotiated. At no point in time did the dealer ever verbally state the car was being sold as-is. We feel this car was misrepresented and that the consumer should be protected with the car being inspected by a certified **** ***** dealer and the necessary repairs being paid by CHIPS. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:07/29/2024

  Type:Product 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.

  Recently, my sister purchased a pre-owned car from this dealership, and the next day, the car broke down. We contacted Chip's Autosale to inform them of the issue, but they provided no assistance and claimed she must keep the vehicle. This dealership lacks reliability and shows little concern for customer satisfaction.
  
  The vehicle was purchased on July 25, 2024, car was picked up on July 26, 2024. The vehicle broke down on July 26, it was returned to Chips and they advised that we could trade it in. The vehicle broke down again on July 28. The vehicle was brought back to Chips but since the used car was bought "As is" Chips maintains they have no responsibility for anything.

  Business Response

  Date: 08/13/2024

  The person who reached to BBB regarding the purchase of a 2012 ****** *****a was not involved in the purchase and was never in this dealership. In accordance with connecticut regulations this vehicle was safety checked, serviced when necessary and sold as is due to the age. Several days after taking delivery the purchaser came to the dealership driving the vehicle claiming that the vehicle indeed stalled but restarted and continue to operate. He claimed that it needed a cam sensor and demanded $200 refund. We researched the price of the cam sensor and showed him that it could be purchased for approximately $35. We offered him a refund of $50 as a good will gesture and again he demanded a $200 refund. He did not show any kind of repair receipt, tow receipt or anything related to this supposed problem. He also did not at any time raised the question of returning the vehicle. This seemed to us to be a blatant attempt to extort $200 from our business.

• Initial Complaint

  Date:07/02/2024

  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 purchased a 2017 **** ******** from Chips Auto in ******* on Wednesday June 19, 2024. I picked up the **** on June 22 2024. After the test drive, I noticed a light burning smell and thought it was due to the vehicle sitting idle for the past month. During my first week of driving, the smell became stronger and I noticed my front left rim was extremely hot and felt heat radiating from the tire. On my way home from work on Wednesday June 26, the burning smell became even stronger and the excessive heat was concerning. I drove to ********* in ********* to inspect the vehicle out and see what was wrong. I was told to limit driving as much as possible to prevent further damage. My appointment was June 29. After inspecting the vehicle, I was told the front left caliper was completed broken and was starting to burn into the brake pad. I was also advised the **** was in need of all new brake pads, rotors and calipers. I was unable to drive to the dealership due to avoiding more damage. All brakes, rotors and front left caliper were replaced for a total of $1,800. I called Chips Auto and told them of this situation and they claim to have checked all parts of the **** and was good to drive. Chips Auto is only willing to pay for the front left caliper. I am under the impression they sold me a **** that needed a complete brake and rotor repair without notifying me before buying. ********* even let me keep the old rotors and calipers to prove how rusted and worn they were. I would like them to either pay most or all of this bill especially after giving them my business. I am very unhappy with this situation and the unwillingness to assist with this cost. I had to sign paperwork when I picked up the vehicle stating I am buying the **** as is and they are not responsible for repairs. I feel this is bad business on their part and for a **** I had for 6 days go to the shop already for brakes etc is misleading on them and was an area needing to be addressed before selling.

  Business Response

  Date: 07/02/2024

  On June 22 2024 ****** ****** purchased a 2017 **** ******** Unlimited with 82,071 miles. On June 29th he contacted the dealership stating that he has some concerns about the **** but he already chosen to be victimized by a national chain that's known for aggressively selling unnecessary work and exorbitant prices. Our policy even with vehicles that are sold as is, is to address any concerns as long as the vehicle is returned to our location. Mr ****** made no attempt to contact us prior to having the work performed, at which time he would have been informed to bring the vehicle back and we will give him our prompt attention. Unfortunately issues can occur and we're always happy to address them. Instead Mr ****** claimed that he spent an exorbitant amount of money for an unnecessary break job. We offered to refund him cost of the parts for what he specifically said was wrong with the vehicle but he declined that offer. We again tried to call him today july 2nd to discuss this further but he did not answer. It's completely unrealistic for a customer to expect any dealer to simply refund their money based on what the vehicle may or may not have needed.

  Customer Answer

  Date: 07/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did not receive any phone call today in regards to this situation. I was not going to drive a vehicle an hour away with a broken caliper and put myself and others in danger. My issue here is this issue must’ve been known while this vehicle was in their lot and they claim to have inspected every part of this vehicle in order to sell. The brakes and rotors were rusted and front left caliper broken. This doesn’t happen in 6 days of owning a vehicle, this is something that should’ve been noticed and addressed before selling. I was not asking for them to cover the complete cost, I was asking if they could cover either parts or labor. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Customer Answer

  Date: 07/02/2024

  It seems that I am not the only one who has had this issue with this dealership. Recent reviews within the last few months to weeks mention parts needing immediate repair or misrepresentation of the vehicle being sold. Complaints under google review will show some of these 

  Customer Answer

  Date: 07/02/2024

  Review as of June 12,2024. someone purchased a **** ******** and the brakes seized up on the ride home and had to replace 2 calipers and brake lines. 

  Customer Answer

  Date: 07/16/2024

  Good afternoon, I am wondering if there is any update on this complaint. If possible, I think a fair resolution would be for Chips Auto to cover the front Left Caliper part and labor cost and front left brake/rotor cost. If not, at least the Front left caliper part and labor. 

   

  Thank you