Complaints

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

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  Chapman Honda

  4426 E 22nd St Tucson, AZ 85711-5702

  
• 

  Chapman Honda

  4600 E 22nd St Tucson, AZ 85711-5712

  

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:03/18/2024

  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.

  We sold our truck and leased a 2024 Honda Accord on 3 Feb 2024. We have had numerous issues and lies from dealership. However, currently still dealing with them not doing their job on time and my temporary tags are expiring midnight tonight. We have asked for intervention numerous times with numerous workers via calls texts and emails. I am unable to drive to work with my duty weapon tomorrow with expired tags.

  Business Response

  Date: 03/19/2024

  Registration and plate was processed yesterday 3/18/2024.

  Customer Answer

  Date: 03/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *******
  
   
  

• Initial Complaint

  Date:01/19/2024

  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.

  My wife and I initially purchased a 2015 Honda CRV from Chapman Honda in Tucson on date 5-20-22. On Sept. 26, 2023, We went back to Chapman Honda to inquire about purchasing a 2017.Honda Pilot. We needed a larger vehicle due to having 3 grandchildren to transport in Tucson. (VIN *****************) We spoke with a salesman at Chapman named ****** ********* **. We explained our situation to ****** ********* **. and desire to purchase the 2017 Honda Pilot. We indicated if we could use the CRV as a trade and not have any payouts concerning the CRV we would like to purchase the 2017 Pilot. At the time we still owed money to our bank for the CRV. (VIN ****************) We explained ****** ********* **. that we would be willing to purchase the 2017 Honda Pilot if we would not owe any money on the CRV. He told us he could work it out so that we could purchase the 2017 Pilot and we would not owe any money on the CRV. Otherwise, we would not be able to purchase the 2017 Pilot and would keep the CRV. All the paperwork for the purchase of the Honda Pilot was completed and dated 9-6-23. To our surprise, On Nov. 29, 2023, Chapman Honda contacted my wife (we used her name for the purchase because she had better credit) and was told she/we owed $8,000 more for the purchase of the Pilot. We were stunned and perplexed. She was told it was the difference between the trade (for CRV) in amount and what we owed on the car. We feel we should have been told this at the initial purchase of the Pilot on 9-26-23. We would not have bought the Pilot at that time. Now we are in a bind to come up with $8,000 dollars. We do not have the money to pay this.

  Business Response

  Date: 01/25/2024

  The customer told us how much she owed on the 2015 CRV (trade). She signed documents acknowledging/stating how much she owed on the 2015 CRV. She actually owed $8000.00 more than what she told us. The $8000.00 is the difference between what she told us she owed and what she actually owed.

  Customer Answer

  Date: 01/26/2024

  My wife and I do not accept the business response from Chapman Honda. We signed the final sales document with the understanding that no other funds would be required from us in this sale. The salesman told us that. He said the company would take on any loss from our 2015 CRV trade in. The final sales receipt we received for the purchase of the 2017 PILOT was the sum we financed through TRUWEST CREDIT UNION. We were in total shock to be notified moths later that we "owed $8,000" Had we been told about this at the time of sale, we would not have purchased the 2017 PILOT. We are retired and live off our monthly Social Security checks. We do not have the $8,000 that Chapman Honda claims we owe them. We are 68 years old and have bought many vehicles in our lifetime. We have never experienced this type of situation with any of the car dealers we have purchased from. Initially we were very pleased by the treatment Chapman Honda provided to us when we purchased the 2015 CRV and the initial purchase of the 2017 PILOT. We are honest people with no intent to cheat any car dealer ever. This is the most unfair treatment we have ever experienced in any purchase during our lifetime. 

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

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

  Business Response

  Date: 01/30/2024

  We have submitted this to our legal dept.

  Customer Answer

  Date: 01/31/2024

  We have submitted our response to this issue and stand by it. We have tried to deal fairly with Chapman Honda. 

• Initial Complaint

  Date:12/14/2023

  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.

  Chapman Honda failed to sign and submit the enclosed documentation and send the forms and a check showing that they purchased the Honda 2022 Accord car to Honda Financial Services Bank. Under the SCRA act Airman Joshua Gourgue turned in his lease to Chapman Honda before deployment in October of 2023. Joshua Gourgue ( Owner) and Gwendolyn Taylor ( Co-Signer of the lease, Mother), have been in constant communication with Chapman Honda to sign forms. Chapman Honda has refused to take phone calls from Joshua Gourgue, Gwendolyn Taylor, and Honda Financial. They have not answered emails about this case. As a result, Honda Finacial has continued to seek payments on the car that is in Honda Chapman's custody, file late notices on Gwendolyn Taylor's credit report, and will not pause payments under SCRA act for Joshua due to no forms completed.

  Business Response

  Date: 12/22/2023

  Joshua Gourgue came in on the morning of 10/16/23 to return his lease as he was being deployed that afternoon.  He had not received his lease term paperwork from Honda and wasn’t willing to wait for Honda Financial to do his paperwork.  I pulled up his payoff through Honda In and documented the odometer and condition of the vehicle.  He and I both signed the payoff sheet and I gave him a copy and my card in case her had any questions.  Later that day Honda faxed us the paperwork he was supposed to fill out.  I called Honda and spoke to a Marissa M. letting her know we received their fax but the customer was gone and unreachable.  I personally had not received any other contact from Honda or the customer until getting an email on 12/14 from a Gwendolyn Taylor.  I printed the attached file (an odometer statement) and emailed back to her the same day.  She emailed that and the other customer docs to Honda the evening of 12/14.

• Initial Complaint

  Date:11/10/2023

  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.

  The dealership let me take home the vehicle leading me to believe that I was fully financed. I believe they were planning on doing a spot delivery scam however they never completed that scam because after signing the paper I was involved in an accident the same day. I told them about the accident but was not told they stopped the financing after they found out the car would need repairs. Thinking everything was fine.. five weeks after signing the contract I left the state for a different job and took the car with me to michigan and put it in the repair shop ..never realizing that they had not finalized the financing. A week after arriving in michigan my salesman calls me and tells me they want the car back after its repaired. And that they will keep my down payment to pay for its return. They can have the vehicle back but because they failed to tell me that I was not financed and I left the state I should not be liable to pay for the return of the car. It was not a spot delivery...It didn't have time to become the scam they planned. They did not ask for the return of the vehicle within the ten days allowed by law and my contract did not say I could not take the car out of state. Also, I received plates for the car so it's registered in my name. If they want the car they should come get it at their own expense, return my 3000.00 down payment and delete all the inquiries from my credit report or renegotiate a new contract with me. I did nothing to break the terms of the contract. I should not not be held responsible. They used predatory lending tactics as well. They lied to me concerning the contract. I was told that I legally had to purchase dealer add ons.. that it was the law. I found out later that none of the add ons, which totalled thousands of dollars, had to be legally purchased. Also, I don't think I need to submit any supporting documents. Chapman had everything I have. However, I do have things if they become necessary.

  Business Response

  Date: 11/17/2023

  Ms. Zuniga was involved in an accident and the car is not drivable and that she was fighting with the insurance about who was at fault in the accident. We contacted Ms. Zuniga and asked her if the car was going to be fixed, we explain the situation and she said that it was going to be fixed and that she would let us know when it was done. When we called her back to see what the status was with the car getting fixed. She told us that she had left the state and that the car was at a shop and was barely going to get fixed. We told her to let us know when the car was out of the shop so that we can make arrangements to pick up the car. Also informed her that if she brought the car to us, she would get all of her down payment back, but if we had to bring the car back by a transport company, it would have to be deducted from her down payment.  
  

• Initial Complaint

  Date:06/23/2023

  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 Honda was impacted by a recall regarding corrosion of a part due to salt and weather exposure. I called Chapman Honda four times to have the recall address and have my car serviced. First call: I was informed that they were overwhelmed with recall service related to this issue and had a queue. They took my information and told me that would call within a week. They never called. Second call: after a week passed, I called again. I was told they had run out of parts and were waiting for more. They again said they would call within a week and didn’t. Third call: I was transferred over four times in thirty minutes until a service tech finally admitted that they could not do the service at all because they did not even have the tool and that because this is Arizona they did not have the means to service the recalled cars at all. I called Honda and they have confirmed this is false and that this dealership, like any other Honda dealer, has a legal obligation to service Hondas that are recalled anywhere in the country. All they have to do is call Honda and the part and whatever tool they require would be sent. Multiple individuals at this dealership lied regarding this. This town is full of transplants, military service members and snowbirds, all of whom may require service due to this recall and should not be forced to drive unsafe vehicles all because one of the only two Honda dealerships in Tucson is not simply calling the manufacturer to resolve their inventory issue. Fourth call: my wife called the service center to speak to a manager. She was put on hold and then told none were available and that they would call back. No call. Fifth call: I called a service tech. He called back and left a message claiming that they now had the tool and a single part in stock after weeks of not returning calls and claiming none were available.

  Business Response

  Date: 06/29/2023

  Brandon called and spoke to Mrs. Ambrose regarding the recall affecting her Honda CRV. This recall has been a dynamic process with regard to the availability of necessary parts and tools. He apologize for any confusion caused by our previous communications, but assured Mrs. Ambrose that we have now obtained the required tools and parts to carry out the recall.
  
  We can perform the recall at her convenience now that all the necessary resources are available.
  
  Please do not hesitate to reach out to Brandon directly at ************* This is his direct line.
  

• Initial Complaint

  Date:12/08/2022

  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.

  Hello, unfortunately I have no other choice but to do this complaint due to me trying to resolve this with chapman honda and still not getting this issue resolved. I bought my Honda accord new approximately about a little over a year. After a couple weeks of buying my car i noticed my breaks squealing a lot. I took my car in and spoke to a manager he said they would look at the breaks. After they looked at them they said nothing was wrong with them so then i showed them and they apologized took my car back again. After my car was done they said it was dirt in my breaks and it was ready. As I was leaving the delatship my breaks were still making the same noise. I decided to wait.. Couple months later I took it again and again they said that the breaks had dirt. I explained to them how when i brought it last time they sounded the same even after they took the dirt off.. I was very unhappy and left. For the third time that I recently took my car to get an oil change I explained everything to the gentleman that was helping me out. He said unfortunately they don’t know what’s wrong with my breaks and that they can’t do anything about the loud noise the breaks are making.. I explained how a new car shouldn’t sound like that.. He again just apologized and agreed that it shouldn’t sound like that but still can’t do anything. I really need help with this matter. Thank you

  Business Response

  Date: 12/14/2022

  We apologize that you are dealing with the continuous concern regarding the brakes. Satisfaction with our dealership and your Honda is very important to us. I would be glad to schedule some time to drive the vehicle with you to locate the source of the noise at your convenience. Please feel free to reach me directly at 520-512-5862 or you can email me at [email protected].
   I look forward to hearing from you soon and working with you to eliminate this frustrating situation.
  
  Brandon Sauber
  Chapman Honda Service Manager

• Initial Complaint

  Date:11/11/2022

  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.

  Back in August, we bought a Honda Pilot from Chapman Honda. It had been sitting in their lot since May. We test drove it and noticed that it shook violently when coming to a stop. Our salesman, BC, said it was more than likely the rotors needing to be resurfaced. He had it sent to service to be addressed. After test driving it before purchasing, the problem seemed to be fixed. A couple of days after purchasing, we noticed that the drivers side power lock would not work. We contacted BC and he had that addressed as well. The day after picking it up, I noticed that it seemed to have a rough transition between 1st and 2nd gear. Then, after parking it in my driveway, noticed that there is an oil leak. Then, the check engine light came on. Now, mind you, we were only given a 90 day/5,000 mile powertrain warranty. They would not cover anything at first, but ultimately decided to cover a diagnostic fee for the check engine light. We were told that it was fixed and the problem was a simple bolt that needed to be adjusted and tightened. Not a big deal, right? Wrong! This vehicle has been nothing but a problem since the day we bought it. I’ve had to completely detail the inside of the vehicle due to dog vomit and feces that were imbedded into the carpet. Not only is that disgusting, but completely unacceptable. And, Chapman doesn’t seem to care that the vehicles that are being sold are NOT quality vehicles. Nor are they standing behind the less than quality vehicles that they are selling. This vehicle clearly had issues before we purchased it and should not have been sold as a certified pre-owned vehicle with the state that it was in. Frankly, it should not have been sold at all with the state that it was in. If you can’t even detail a car that’s been sitting on your lot since May, then you shouldn’t be in business.

  Business Response

  Date: 11/18/2022

  Mr. and Mrs. ******* purchased the vehicle on 8/20/22. From the onset and before deciding to purchase the vehicle, they asked that we look into the vehicle's shaking before continuing. We had our service department address the issue. They returned another day and test-drove the vehicle again; they felt comfortable with the status of the vehicle and decided to purchase it with no other contingencies.  As the complaint explains, they did contact us a few days later regarding the power window switch malfunctioning; without hesitation we obliged and fixed the issue. Our service department also looked into their request about the transmission and found nothing wrong; everything was functioning, as it should. Every issue that was brought to our attention was addressed fully. They never gave us an indication they were unhappy with their purchase. 

• Initial Complaint

  Date:09/26/2022

  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.

  I requested to cancel an ancillary product on May 18th. The Finance manager sent me a cancellation form on that day, which I returned to them on 5/20. I did not receive a response indication it was recieved or anything, so I followed up on 5/31 to confirm the paperwork was received. I did not receive a response. I followed up again on 6/24, asking for an update on the cancellation. It wasn’t until then the finance manager said he was having trouble downloading the PDF and asked for an image of the document. I sent it and expressed my frustration since it was over a month since I had sent the original form. I followed up again on August 9th and 15th with no response from the manager until august 17th. I was told the refund check was sent to my credit union on 8/8 to an address they have saved. I followed up with my credit union and they confirmed the address the check was sent to was not correct. I shared the proper address with the manager as well as my credit union account # to include on the check so they knew how to locate the funds on 8/23. I did not receive a reply until I follow led up on 8/29, asking for an update. The finance manager told me the check was cashed, so there was nothing they could do other than give a copy of the cashed check. My credit union shared they did not cash the check, and when asking the finance manager to resolve the issue on 9/7 I did not get a response until I followed up a second time on 9/15. On 9/21 I asked the finance manager to immediately resolve their mistake, and he said the issue would be escalated with a sales manager who would reach out. No one has reached out to resolve this issue. The refund is $1451 and should have been applied to by car loans balance months ago.

  Business Response

  Date: 10/03/2022

  We did cancel and refund the warranty. Please see attached copy of check.

  Customer Answer

  Date: 10/05/2022

  The business says they sent the check to my credit union. My credit union has never received the check. The stamp on the copy of the cashed check that the dealer provided is not from my credit union. My credit Union confirmed their address for these types of refunds/payments. The dealership sent it to the wrong address. The dealership is responsible for sending MY REFUND to the wrong address, I have no control of where they sent it or how it was cashed, or by who. I did not receive the check, my credit union did not receive the check. I am willing to provide bank statements showing I never received it in my personal account or my credit union (as the dealer claims it was sent to my credit union). This was a mistake made on the dealerships part. 

  
  

  I demand that a new check be sent to my credit unions CORRECT address of: Alliant Credit Union. PO. Box 66945, Chicago, IL 60666-0945. 

  
  

  This is beyond unacceptable. 

  Business Response

  Date: 10/12/2022

  Apparently, Alliant had the cancellation. They were waiting for instruction of where cancellation should be applied to. 

  Per ***** ***** at Alliant, the amount of $1,451.30 has been applied to the principal balance of the member’s loan with a loan comment “Warranty Cancellation” as of today 10.11.2022 with an effective date of 08.15.2022.
  
  

• Initial Complaint

  Date:08/17/2022

  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.

  In February 2022 I had a full rotor and brake pads replacement on my Honda Civic 2012. Around august 10 2022 my brakes started to make a lot of noise. I went in on august 17 to get an oil change and have them look at my brakes. In those six months, the rotors have “hot spots” which show they have been wearing a while. Then Chapman honda service manager commenced to tell me how they were totally done. I wanted an explanation as to how this is physically possible since nothing has changed in my routine and I have been driving this vehicle. The manager just smirked at me and explain that I am the driver and I should know. I told him I believed my brakes were never changed and he got louder at me and when I asked if there was someone I could get to speak to above him all he wanted to know was what was my ultimate goal. So I was getting frustrated. He was not willing to give me an explanation as to how a rotor can wear to hot spots in less then 6 months. I drive and it is dangerous for them to say they will replace a brake system and not do it. They have put me and my family in danger.

  Business Response

  Date: 08/24/2022

  I responded to Mr. **** ****** on multiple outlets, online reviews, Honda motor customer assistance and now the Better Business Bureau. 
  The customer has put 22,000 miles on his car in less than 6 months since the brakes have been replaced. The brake pads are worn, and the rotors have plenty of material on them however there are hot spots due to high heat from hard use. The customer asked how this could have happened and I explained there are no mechanical issues so any failures would be related to driving environments. He did not want to accept this as an answer. Mr. ****** then accused us of not installing the parts at the time of purchase. I offered to show Mr. ****** the digression of brake pads as we measured them in previous visits, but at this point all conversation had failed and Mr. ****** was only interested in retrieving his car and leaving.  I asked him what outcome he would like to see what his expectations were, or how I could try to help him and he explained he did not want anything except his bill. He insisted he was going to give us terrible reviews on his wife's Instagram and Facebook and call the BBB to report us. I have answered every review and addressed his concerns. This message has been consistent. Mr. ****** has worn his front brake pads to 1mm and we recommend replacement due to wear. His rotors are not currently undersized but have excessive heat buildup causing  hotspots in the rotor. If they are resurfaced, we will be either right at or below minimum thickness due to the level severity of heat buildup that has occurred. Resurfacing the rotor takes levels of thickness off of the rotor to remove hotspots and to make a smooth surface. A thinner rotor limits the rotors ability to disperse heat resulting in warpage. For this reason, we recommend replacement. Unfortunately, it is not easy to tell a customer information they did not want to hear. The information has consistently been the same, and the solution of the recommended repair being replacement of these worn items is still needed to keep the vehicle operational and in safe working order.
  
  ******* ******
  Chapman Honda Service Manager

• Initial Complaint

  Date:08/01/2022

  Type:Order 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 Toyota Tundra on May 20, 2022 from Chapman Honda. I have repeatedly asked for the title and license plates for my truck. My truck was supposed to have LoJack installed on my vehicle but it continues to show my vehicle as a Toyota Highlander in Scottsdale Arizona. I have asked the salesman and also the manager to fix the situation but it continues to not be hooked up. I finally asked for a LoJack refund and received a check. I paid cash for my vehicle and should have the title within a reasonable amount of time. Still no Title or plates and it’s August 1st… Talked to a lawyer. He said fastest resolution is to call the police. It is considered theft and fraud.

  Business Response

  Date: 08/04/2022

  ***** spoke to ****** ****** and emailed her an extension.