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:08/14/2024

  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.

  In 2019 I purchased a 2017 ***** Spark, it had a factory defect and was missing a plug that prevented it from defrosting. They bought it back. They then sold me a 2019 **** Escape, it's transmission blew in less than six months. It was within dealer warranty so they bought it back. They then sold me a 2015 ***** Silverado in 10/2023. In July the transmission blew. They gave me an Uplander Van for a loaner, hardly comparable. It wouldn't start when parked on a hill. They replaced the loaner with a Hummer H3, it has had a check tire pressure warning since I got it and the owner said not to worry about it. That said it's been almost a month and I have yet to hear back from the owner. We shook hands and he said he didn't want anyone ****** at them. Yet here we are.

  Business Response

  Date: 08/16/2024

  The first two concerns the customer had were handled under manufactures warranty.   The third purchase was a truck out of manufacturers warranty, after almost a year of ownership, without ever seeing the truck for oil changes or service, concerns were brought to our attention.  We gave you a vehicle to drive while we diagnosed your truck. At this point we are unclear of what you are asking of us. 

  Customer Answer

  Date: 08/16/2024

   
  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. The owner spoke to me personally and resolved all of my concerns on this issue. Chipman and Taylor agreed to repair the **************************************************************************************** an exceptional company. 

  The owner also reassured me that he would implement strategies to immediately address the quality concerns of their future inventory. Recognizing the value in our ongoing relationship Chipman and Taylor created a solution that will keep me on the road. As an In-Home caregiver and single father this company has ensured that what could have been a disaster is only a speed bump. 

   

  With Gratitude,
  
  ***************************

• Initial Complaint

  Date:03/25/2024

  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 car from this dealership on Jan 8. During my initial visit, the salesperson asked about my budget and recommended several other options. However, on my second visit when I wanted to explore other cars in the parking lot, the salesperson judged me that my budget wouldn't suffice. Consequently, I ended up buying a used car. Before signing the contract, the sales team exerted immense pressure, claiming others would offer more if I didn't buy today, and that the discounts were limited to that day only.Then drama issues started. Nine days after buying the car, I received a call from them asking if I had a driver's license (they knew I only had a permit when I signed the contract). The next morning, the salesperson asked me to drop by the store, stating (just an excuse) that the financial manager needed to verify the mileage and some missing documents. Upon arrival, multiple staff surrounded me, claiming that due to financing my car, they needed to hold my car in their parking lot until I got my license. During the whole talk, they did not show me any formal documentation from the bank. Excuse me? without a car, how to practice driving? how to obtain the driving license???? I did not know it is true or false that holding a permit can only buy a car from a dealer but can not take the car home?????? If it is true, why did they not inform me before leading me to sign the contract? If false, why did they that way??After that, I visited the dealership twice, requesting my car for driving practice with my friend. During my first time, my salesperson made me wait for nearly three hours until he finished with another client. Then, the manager used the snow in the parking lot as an excuse to prevent me from practicing. Ridiculously, Why make me wait three hours for a random excuse?!? On the second visit, both the manager and salesperson claimed appointments were necessary, despite my prior communication. After waiting over three hours again, the salesperson spent less than a minute bringing the car out from the lot. After inspecting the car, I noticed snow tire marks and scratches in the trunk, along with a cracked taillightnone of which were present when they retained my car. I do not know what they did or what happened to my car during the period they held my car in their parking lot.Throughout, I repeatedly asked for formal documentation regarding the car's retention, but received only oral excuses, like the bank called him and asked him to conduct. Instead, they provided an informal paper (without any logo, stamp, or signature) dated before I signed the contractcompletely unconvincing, ridiculous and confusing. Then I contacted the bank, they denied any involvement or knowledge. Until now, I have not received any reasonable and formal explanation from the dealer.

  Business Response

  Date: 04/05/2024

  Good afternoon,

  Please see the original approval from GESA ************ included dated 1/4/2024 for ***********.  It stipulates that the applicant must meet Valid Membership ************ Guidelines for approval.  Valid membership guidelines to be approved and meet all stipulations is a valid issued state driver license.  At the time *********** did not have a valid state issued driver license, she had a instruction permit.  We were very clear in communicating that *********** could not take the car until we had a valid state issued driver license that we could send to the credit union for proper funding.  

  Please see the attached communication from GESA ************ dated 1/17/2024, that makes it clear that they require a valid state issued driver license, and that a instruction permit does not suffice.

   Please see the attached communication from GESA ************ dated 1/22/2024, that makes it clear that they require a valid state issued driver license, and that a instruction permit does not suffice.

  Please see the attached communication from GESA ************ dated 1/26/2024, that clearly states that the deal is being removed from funding because a proper state issued driver license was NOT supplied.

  Chipman & Taylor was up front, communicated everything very clearly, and worked with *********** to try and assist her.

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21485673
  
  I am rejecting this response because:

  Firstly, I want to highlight that throughout the entire process, there was no mention from your dealership that a valid state-issued driver's license was required for financing. There is no evidence provided in the attached communications or any documentation that supports this claim. I visited the dealership with my friends, and they can attest that this information was never communicated to me during any of our visits. The first paragraph of your response does not align with the facts. If this requirement was indeed communicated to me, why was I allowed to take possession of the vehicle on January 8th after they lead me to sign the contract? Then, I received the message (see previous attached file) on January 18th regarding the need to check the mileage (just an excuse) and then I was informed upon my arrival that my car would be held within their parking lot?

  Secondly, their response did not address any of these issues. "After inspecting the car, I noticed snow tire marks and scratches in the trunk, along with a cracked taillightnone of which were present when they retained my car. I do not know what they did or what happened to my car during the period they held my car in their parking lot." These are significant issues that require explanation and resolution.

  Third, their informal paper (without any logo, stamp, or signature) dated before I signed the contract. They never showed that paper to me before I signed the purchase contract. We can see the exact date and time when they first time showed me according to my previous provided files.

  Given these discrepancies and unanswered questions, I reject their response.

  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/20/2024

  Chipman & Taylor was very upfront, thorough, and transparent during this entire transaction.  That's how we handle all our business.  I have attached all the pictures that were on the website for all to view.  There are no cracks in lenses, no damage to the vehicle prior to delivery.

  Chipman & Taylor was also upfront with the customer regarding her drivers permit, and that she needed a proper state issued driver's license.    An earlier reply shows actual response from the banks representative requesting an actual state issued drivers license multiple times.

  We have been in business for over 40 years. We follow the rules and guidelines set forth by the state and banking industry.  

  Nothing in this transaction was misrepresented on behalf of Chipman & Taylor. 

  Customer Answer

  Date: 04/21/2024

   
  Complaint: 21485673
  
  I am rejecting this response because:

  First, we can double check the timeline again, I get my driving license files and sent the file to the sale on Feb 7 at 14:53 (See the attached image). So if according to their statement, they give me the car only after I get my official driving license. However, my car accident happened on Jan 18 at 11:17 can approve the fact that the car was in my hand at that time. I can also provide the accident case number given by the police if needed. Based on the above two timeline, it can be shown that Chipman did not make a statement based on the facts. It can also approve the statement I provided before: We signed the contract on Jan 8 and I took the car home after. Then they called me to dropby on Jan 18 and they hold my car.

  Second, If their statement is true, which means that suppose they allowed me to take the car home only after I got the official driving license, so during the time from Jan 8 to Feb 7, the car was always in their parking lot. Thank them to provide the zip file for the car. According to their figures, the right rear light was perfect without any problem so if they gave me the car after Feb 7, the car should be totally the same condition as the figure showed. But you can check my attached photo (I took the photo during at my second visit when they pulled out my car), it did have crack and water was inside on Jan 23 (see my attached photo). The police responsible for the car accident also took photos for my car after accident on Jan 18 and the right rear light was no problem at time. 

  Third, appreciate their reply but their response was completely unfocused on my complaints and questions.

  These three points are enough to show that their statements have many loopholes and contradictions.

  Sincerely,
  

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

  Customer Answer

  Date: 04/29/2024

  Thank you for your prompt attention to this matter. While I am disappointed with the outcome, I appreciate BBB's assistance and will keep your advice in mind for future transactions. Thank you again for your support. However, It's evident that their information cannot fully depict the events and contains inconsistencies. They also refuse to acknowledge any infringement on my rights, even deny their violation for holding my car and not informing me the procedure of buying a car with permit until ******************************************************************************* their parking lot. I appreciate the significant contribution made by BBB during this process. I hope that through this complaint, it can serve as a reference and case study for future consumers, so they may avoid similar harm.