ComplaintsforChapman's Las Vegas Dodge Chrysler Ram
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Complaint Details
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Initial Complaint
04/15/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
4/13/2024 i purchased a vehicle they told me and i signed for ****** and they charged me ****** not including taxes. they lied to me and i want it correctedBusiness response
04/30/2024
Thank you for forwarding ********************** concern.
We were also made aware of the misunderstanding through a social media post & had our sales manager contact ****************** to clarify any misconceptions.
Based on that conversation we understand this to be resolved.
If for any reason that isn't the case we encourage ****************** to speak with our General Sales Manager, ***************************.Sincerely,
*********************, GMInitial Complaint
03/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a car from Chapman Jeep location at ****************** Las Vegas ** on July 5, 2022. I noticed that I could not pump gas into the tank because I would have to continue to squeeze the gas handle over and over again. I took Jeep back to Chapman. After Chapman looked over the Jeep they said I needed a gas tank. The replacement of the gas tank did not correct the problem. Again I took it back to Chapman and was told I needed a Fuel Tank Assembler. Upon calling MoPar Warranty I was advised that the Jeep has an outstanding RECALL for Oil Consumption recall #W80. I was told that the Jeep should have never been sold to anyone with an outstanding recall. On June 13, 2023 I was driving and the Jeep went totally dead, no lights, no sound, Dead! I was in middle of intersection on Lamb in Las Vegas with morning traffic behind me until I flagged a policeman who put out flares and parked behind me. Police officer called a tow truck to get me out of intersection and tow Jeep to Chapman. Jeep was released to me on June 16, 2023. On December 27,2023 driving to ********** the Jeep went dead again on highway. Was able to get it started. On way back home to ****** on12/31/2023 it went dead again. Prestige Jeep said it need a motor replaced. I contacted ***** for a buyback and they have refused my request. I am 75 years old and I am afraid of this Jeep. The Jeep had ****** miles when purchased and has a little over ****** miles now.Business response
04/02/2024
Thank you for notifying us of ****************** concerns.
We were unaware of recent developments as we have not seen her in service since August of '23. At that time there were no issues noted on her repair order she was simply attempting to determine the results of an oil consumption test we were in the process of conducting.
The manufacturer requirements to verify whether or not a vehicle needs further attention demands that ************************************************************ the test. We began the test on June 16th @ ***** miles. ************** returned to ** on August 1st @ ***** miles. She was instructed that an additional ************************************ order to provide accurate results for the test. That was the last time we have seen her at Chapman. Since then she has traveled a little over 6K miles and, based on her complaint, currently has the vehicle at Prestige Jeep.
We are sympathetic to ****************** concerns but are unable to represent her interests to Stellantis as we have no knowledge of the vehicle's current condition.
If she would like to transport the vehicle to our facility we will do all in our power to assist her.*********************, GM
Customer response
04/02/2024
Complaint: 21439377
I am rejecting this response because:
I could have been killed or killed some innocent person driving a car with this type of recall. I was advised by Prestige Jeep that the recall was never done as stated. I was advised by Prestige to drive that Jeep for ***** miles and return it to them to check for the Oil Consumption. Returning Jeep the findings were that it did not pass and the Motor needed to be replaced! I was told by ***** the recall W80 was to be completed prior to selling this Jeep. I was never told about recall W80 until the Jeep stopped on me in traffic. I only want Chapman to buy back this death trap and refund me my money. I am 75 years old and I am afraid of this car. If Chapman would have done the proper thing and did the recall prior to the sell, we would not be having this conversation. I feel I was taken advantage of as a senior citizen. There is nothing that can be said except take responsibility for your actions and not try to cover them up because of your position.Sincerely,
*************************Customer response
04/08/2024
I tried to trade in Jeep for another car and Chapman states I am upside down. Payoff over $24,000.00 and they will only offer me $12,000.00 towards another car. I called my credit union and was told I would have to purchase a car with a purchase price of over $60,000.00 to make sense of the $12,000.00 that still would be owing. Credit Union said that Chapman was wrong for selling me a car with outstanding Recall and I should get another car with the assistance of Chapman.
Thank you again
*************************;
Customer response
04/08/2024
FTC complaint # *********
AG Complaint # *****
Mopar Complaint # *******
Business response
04/08/2024
Thank you for sharing ****************** response. She is correct, she is upside down.
When ************** purchased in July of '22 she entered into an agreement for 72 months @ a $479.18 payment. Had she maintained that agreement she would have still been in an upside down position as it was only 21 months into her agreement. At some point she elected to refinance the loan with another lender. Even after cancelling here extended warranty & GAP coverage she owes approximately $24K vs. the $16,770 she would have owed continuing on the path she initially committed to with Chapman and the lender. We respect her personal decision but do not feel it fair to be held responsible for those consequences.
As relates to the W80 recall she references. This is not an item that restricts the sale of a vehicle. What is required is to determine if the specific vehicle is encountering an issue related to oil usage. The manufacturer requires an oil consumption test be conducted over a 1500 mile period. We initiated the test TWICE for ************** & she did not allow either test to be completed according to the manufacturer's requirements. One time she returned @ 1300 miles (a document has been provide to the BBB to share with **************) which the manufacturer does not consider complete. We asked her to complete the next 200 miles & return. She did not. Another time after the test was initiated she failed to return altogether.
We continue to work and assist ************** but it is patently false to blame Chapman for her current circumstances.
Thank You,
*********************, GM
Customer response
04/10/2024
Complaint: 21439377
I am rejecting this response because:
Chapman is incorrect about selling a vehicle with an outstanding recall that not was only told to me in October ******************************************************************** I purchased the vehicle in July 2022 and for over 1 years I was driving a death trap. I was advised to bring vehicle back but once it stopped on highway 2 times I was afraid of the vehicle and afraid to allow Chapman to continue to put my safety at risk. MoPar states the Jeep or any vehicle are not to be sold with an outstanding recall. Every time I brought that Jeep into the shop for service I was charged for an item under warranty. NO I dont trust or believe anything they say. That is my right. My right is also to make the members of the community aware of bad business practices. I am ************************************************************ to my limitations. All I want is for Chapman to stand by their products and not feel they can just sell a piece of junk to anyone regardless of age or financial stature. As I stated have have no issues with bringing the media into this matter nor standing in front of the business holding a sign making the next person looking for a vehicle not to purchase it from Chapman. I will not be put down because their pockets are deeper then mine.
Sincerely,
*************************Business response
04/11/2024
Thank you for sharing ****************** response. It is evident that we are not clearly communicating & perhaps that is contributing to the misunderstanding.
I encourage ************** to verify the items we will share in our response with an independent 3rd party so as to feel more comfortable.The W80 is an "oil consumption test". If the vehicle demonstrates it is necessary there is a procedure recommended but that process can not be started without the results of the oil consumption test.
We initiated 2 separate oil consumption tests for **************. Neither were able to be completed as a result of ************** returning to early on one & not at all on the other. Please see the attached documents for verification of the process.************** states that "Every time I brought that Jeep into the shop for service I was charged for an item under warranty." That is simply not true. Approximately a year after purchase she returned with a burnt out tail light bulb. She was charged $56.43 for the bulb & the labor to remove & install the new part. Outside of that she had one visit over a year after purchase with a no start concern. We diagnosed the **** alternator & battery to determine that her battery had failed. She refused the installation of a new battery choosing to have one installed elsewhere. As a result she paid a diagnostic fee that would have been waived with the performance of the necessary repair. All other work has been performed either under warranty or at no charge to **************.
It is disappointing that as we are trying to help ************** she is threatening Chapman and suggesting that we are trying to take advantage of her! That is silly. That is not how we operate & it will not motivate us to extend ourselves on her behalf. When we make errors (and we are far from perfect!) we acknowledge them and accept responsibility. This is simply not one of those situations yet we still stand ready & willing to help.
Interestingly missing from her response is her responsibility in refinancing the loan, cancelling all of the protections she had on her vehicle & still finding herself in far more negative equity position than had she maintained the original agreement. Her initial complaint revolved around how we had used bad business practices to take advantage of a 75 year old woman with a heart condition. Not at all the case.
We will proceed in whatever fashion ************** chooses. She can allow us to try to help while accepting responsibility for things she has done or she can threaten us with negative media attention that will review the information to learn that Chapman has done nothing wrong.
We look forward to her response.***************************;
Initial Complaint
02/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In mid-Oct, 2023, I purchased a used 2016 Ram Promaster from Chapman Las Vegas Dodge. Problems first 2 weeks:1. Took van into to shop for odd feel to front end. Told new CV axle and rear shocks. Dealer refused to help with repairs. Had a shop here do repairs, $950 2. Headlight not working. Repair $36 3. Ticking engine, dealer said it was fuel injectors, despite there being well-documented pentastar tick issues (nationwide lawsuit pending).****** not working first time I turned it on. I was given a $600 estimate and was actually charged $795 for a simple heater actuator. I have since learned that this repair typically costs less than $300. Had to come back from my trip for this. Problems after I arrived in ******* mid-Nov 1. Leaked like a sieve. Extensive time spent sealing roof 2.Transmission needed rebuilding, and I was stranded there for another 6 weeks. Outstanding issues:1. Engine ticking 2. Rear lights not fully functioning 3. Side door locking issue I want to stress that when I went through the purchase process, I was impressed by the culture at your dealership. I believe that you must be sympathetic to my situation. Please note that I am a single, senior woman with a fixed income. I do not have any other car, only the van. I have an RV on a lot in *******, which I live in but had winterized so I could take this trip and then lived in the van while traveling. Several times I was at risk of being stranded and homeless. My son lives in ******* so I did have a safe haven during the transmission Full statement attached as PDF. Receipts available.Business response
02/14/2024
Dear ****************,
1st let me say that we are disappointed that you encountered any issues with your Promaster.
We do everything possible to insure that each vehicle we offer for sale is safe & will provide our clients with great service over their time of ownership.
However we can never be certain issues won't arise at some point. As a result we offer our clients additional protection in the form of an extended warranty that would have covered the concerns you later encountered.
You declined to protect your purchase however, & we respect your right to make that decision.
You can see by the attached reconditioning repair order that no expense was spared in preparing your Promaster for you. New brakes, 2 new tires, a ************** window switch, rear door latch, etc. were all replaced at an expense of close to $3500 our cost! Had there been issues with the shocks or CV they would have also been addressed at the time.Our General Sales Manager, ***************************, remembers texting with you & asking you to stop by the dealership so he could assist you as well. He doesn't recall working with you after that. I'm unaware of the "ticking" you describe but all vehicles make noises of some type. Sometimes they are indicative of a concern other times they are simply a characteristic of the vehicle that has nothing to do with its operation or performance. I see in our history where ***** assisted with the heater repair that was needed. I'm happy he made that decision to help.
I encourage you to speak with ******************** again & he will be happy to consider those areas where we can help you further. If you feel the best course of action is to trade the Promaster we can look at that as well.
Thank You,
*********************, GM
Customer response
02/29/2024
This complaint has not been resolved. The person who answered my complaint seemed to want to talk directly so I called and left a message right after his reply. I am waiting for him to call me back and will leave yet another message tomorrow. I do not remember seeing a deafline for me to reply and I have nothing to report yet.Initial Complaint
01/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
11/15/22 front brakes service was done. It's been Squeaking every since. Toke it back multiple times. Thank they said it was my front it was back. So had many brakes and rotors replaced. Also as I drove my of there property down *************** to *********** Intersection. I pond applying my brakes. It's way still Squeaking loud. As of January 8, **** my 2018 dodge ram **** I still of that problem. This dealership is only one that had service my brakes. Everytime it's the same answer from them. Brakes need to be brake in. Its been 3 months still has the same problem. To me they can't fix the problem.Business response
01/29/2024
Yeah - we brought him in directly & resolved the issue.
I need to remember that you still want the response for your files but we were intent on making our customer happy.Thanks for the follow-up!
DonBusiness response
04/03/2024
Good Afternoon,
As **************** mentions, he was contacted by our service manager & asked to bring in his truck for inspection. He was provided with a vehicle at no charge while we investigated the concern with his truck. **************** had traveled over 16K miles since the dealership had performed the brake service. Brakes wear based on the use & driving habits of the operator. In the interest of our customer relationship, our service manager elected to replace the brakes at no expense to **************** even though the truck has now traveled over 20K miles since the service. **************** notes that they are performing as designed at this time. It would appear to me the issue is resolved.
Thank You,*********************, GM
Customer response
04/12/2024
I have video of my brakes squeaking loud. But I have no way of sending it in here.Customer response
04/16/2024
I stop at the bbb office and ask about video recording of my brakes squeaking and was informed the bbb doesn't expect video.
Thank you,
Customer response
04/26/2024
Yes, I was contacted my the dealership ask how was my truck brakes. I informed the dealership that it is good for now. But I also told its to early to tell. The dealership contacted me about a couple weeks after the work it done. This is what happens every time they do my brakes. I was told be some of the workers that the vendor they get the brake pads from is not that good.Customer response
04/29/2024
Complaint: 21115641
I am rejecting this response because:Most Recent MessageDate Sent: 4/26/2024 4:29:00 PM
Yes, I was contacted my the dealership ask how was my truck brakes. I informed the dealership that it is good for now. But I also told its to early to tell. The dealership contacted me about a couple weeks after the work it done. This is what happens every time they do my brakes. I was told be some of the workers that the vendor they get the brake pads from is not that good.Business response
05/15/2024
I am not sure I understand how to further address this concern.
In January of this year we replaced the brakes for **************** at our expense.
We provided him with substitute transportation also at our expense during that time.
He acknowledges that the brakes are fine currently (3-4 months after the repair) and that he has been contacted for follow up.
His response was "that it is good for now. But I also told them its to early to tell." Don't know that there is something that can be addressed here.His assertion that someone here told him our brake pad vendor isn't good makes no sense as we use factory brake pads on RAM products.
Open to direction as to what the BBB feels would be appropriate here.Thanks,
*********************, GMCustomer response
05/16/2024
I am still having this on going problem with my brakes. It is very noisy on braking/loud and very bad brake fade on braking. It's so noisy/ loud that I have to drive with my windows roll all the way up. Noisy/loud brakes on braking, bad brake fade on braking is so dangerous that I refuse to let my wife drive my vehicle.
I would like to take this thorough arbitration.
Thank you for your time and consideration.
********************;
Case# ********
Initial Complaint
12/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Was sold a pretty messed up car with no dealership car warranty protection even though the salesman told me I would be covered with car warranty from dealership but he lied . I have had the car for less than a year I was sold it with a old bad battery . Had to buy a new car battery . BAD transmission. Dual clutch that I had to replace and fix in my own money over $3,000 and now a need of replacement of catalytic converter over $350 . This isnt right or fair at all, especially from a large dealership like this .Business response
12/18/2023
Thank you for forwarding ********************' concern to our company.
Our records indicate that ******************** has not returned to the dealership for any repairs since her purchase in March of this year.
The vehicle purchased, a 2014 **** Focus with 106K miles, was inspected & passed state smog certification at that time.
Older vehicles such as these are offered to our budget conscious clients.
Unfortunately they seldom qualify for extended warranty coverage & often those that do, clients will reject that option based on their budgets.While we are disappointed that ******************** has encountered issues at this time, it is impossible for Chapman to warranty older vehicles of this type.
We will however assist her in any way we can with the issues she encounters.As we were unaware of these concerns until today, please have her contact us when necessary.
We will use our influence to save her money & get repairs made as quickly & as efficiently as possible.
The contact person would be ******************* @ ************.*********************, GM
Business response
01/02/2024
Just to update you I had our Service Manager contact *********************
She had the $3K worth of work done at some other shop.
Her current issues may be related so we advised her how best to address the items with them.We also let her know that while we couldn't provide service for free, we would work with her on any concerns she may have going forward.
All in all it was a good interaction & she felt she may have miscommunicated items in her complaint.Thank You for your assistance with our client.
*********************Initial Complaint
10/30/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I came in with a true car price through navy fed. Their listed price was only about 200 more. But was ******. They added taxes and fees and said the total was ******. Which seemed like a lot but I didnt know what the taxes and fees entailed. Later I saw they increased the selling price to 45,512,64. I also had secured funding through USAA for the auto loan but they stated they also needed backup financing through them in case they didnt receive the funds. I called USAA and I find that the dealership never sent the funds request forms to my bank in order to get the funding for the loan. This would then force me to use their loan at a terrible APR of almost 9% and my bank loan was ****% with an additional ****% discount for autopay.Customer response
10/31/2023
Today the dealership did submit my funds request to my bank for the loan. I contacted my bank to see if they received it and they confirmed they received it today. Though I originally left the dealership on 10/27 and it could have been submitted at that time. My complaint has been partially resolved and I know I have no recourse in them changing the price on the purchase agreement because I signed it without reviewing it.Initial Complaint
10/23/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
The dealership promised to pay my registration fees and $150 finder fee. This was the agreement of me buying this vehicle. I still have no plates for my car because I cannot afford the registration that they promised to pay. Theyve only giving me $200.Business response
11/21/2023
Thank you for forwarding ********************************* concern to us.
Our delivery report (attached) which memorializes agreements between our representatives & our clients mentions nothing about registration fees.
Additionally, we are unable to calculate DMV fees as they are prepared by NV-DMV using a formula only they have access to.Nevertheless our relationship & reputation with our clients is always of utmost importance to us.
Please have ************ forward a copy of the registration fees and we will assist her notwithstanding any late fees or the $200 she indicates she has already received.She can send to my email, *****************************************.
Sincerely,*********************, GM
Initial Complaint
08/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
October 02 2019 I bought 2012 Dodge Avenger $7940 the final total was $9607 my finance charge $9268.77 they wanted to sell this car so bad .I only had $500.00 cash. This was my first time buying a car .I they had me thinking I got a good deal on the contract it said I put $2500 down they gave me apr rate ******% the car was a lemon when I took the car home the check engine light came on .they charge me $2400 for service protection .There was no agreement or service paid to Mopar warranty.I paid over $3000 to get *********** by Chapman dodge they final please note Mopar warranties do not apply to parts installed on a vehicle with a restricted VIN .so what do that mean the car I bought is not Dodge Avenger .Business response
09/07/2023
We're sorry that ************** is experiencing issues with the Avenger she purchased in 2019. We've performed service on it 3 times in the 4 years of ownership. The most recent in June of '22 with 88K miles on the odometer. When she purchased it the vehicle had 54K so it is difficult to consider it a "lemon" based on those facts.
As our customer ********************** is committed to helping ************** in any way we can. Please put her in touch with our General Sales Manager, ***************************, @ ************ or ******************************************** & we will be happy to present her different options on how best to address her concerns.
Thank You,
*********************, GM
Customer response
09/07/2023
Complaint: 20476655
I am rejecting this response because:
Sincerely,
*************************The fact that the telephone number they provided was out of service 2.the company should of already known it was a lemon when trying to fix the same issue on the vehicle 3 times 3.2 out of 3 when it was out of service and I brought the vehicle to the company I paid over $3,000 to get the vehicle fix.4. My finance charge was miss calculated
Customer response
09/15/2023
I am demanding refund $25,638.00
Customer response
09/15/2023
I put $1000 dollar down I have proof not $2500 contract breach and the car was a lemon
Domand $25,673.00
Business response
09/18/2023
We're sorry that ************** is of the opinion that she is somehow entitled to something after having operated the vehicle for 4+ years.
It also doesn't help her situation that she misstates her service experience. She paid 1 bill with Chapman in the amount of $2509.36 in March of '22, 3 years & ****** miles after her purchase.
She returned to Chapman 3 months (6/22) & **** (****** total) miles later with a completely different concern & paid no monies. Nor did she mention anything about the prior issue still being a concern.
I'm quite certain that if there were still problems related to a prior repair she would have mentioned that as our work is guaranteed.It doesn't appear that we can assist her any further.
Thank You,
*********************, GM
Initial Complaint
08/09/2023
- Complaint Type:
- Order Issues
- Status:
- Resolved
I bought a 2022 **** RAM on June 8th 2023 for $48'685 (20'000 cash and 28'685 financed). The same day I signed a loan contract at the dealership with an annual percentage rate of 6,34%.Last July, when arranging my first monthly payment I realized the amount was different from the one mentioned on my contract and because the rate was different. I contacted the lender (*****) who told me that they received a contract with a ****% annual rate.I then contacted ************************************* who is the Financing manager I signed the contract with and, after checking the contract I have in my possesion, she agreed to send me a $360 check that is the difference between the total amount I will pay versus the total amount I was supposed to pay when I signed the loan contract.She told me that she would send me the check 10 days ago and I still haven't received it. Moreover, she now doesn't reply to any of my emails.I don't know what happened and why she modified the loan contract I signed but this sure is a not very honest practice and I would like the dealership to pay the extra amount on the loan since I never signed a 6,72% loan contract.I have attached a copy of the signed contract and a copy of the emails I exchanged with *************************************.Business response
08/09/2023
Thank you for bringing this to my attention.
We moved to a new DMS (our dealership's computer system) just before the time when this truck was purchased. As a result of ** learning the system we had more than a couple of errors that both benefitted & adversely impacted some of our clients unintentionally. **** submitted a check request to resolve this to our customer's satisfaction. She is contacting the client to determine if they prefer to pick the check up in person or have it sent via US Mail.
Our apologies for the error.
*********************, GM
Customer response
08/14/2023
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.
Sincerely,
Diem DumazedierInitial Complaint
08/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a new Dodge Charger 2023 and 3 weeks later the ac stopped working and was blowing hot air, our Vegas temps have been in the ******* range, they fixed that but now I have a flat tire on my new car?? And they refuse to fix it saying I need to pay them $250 for one tire, I paid extra insurance too, I'm very upset over this matter, I need my car to get to work, please help me, my family bought 3 cars from this place, it's not right to treat repeat customers this way, just fix my tire!! It's a NEW CAR! what other issues will I have in the next few months? I'm afraid they sold me a lemon?Business response
09/07/2023
The repair has been completed for the client.
As she notes, there was an AC concern that presented a few weeks after purchase.
That was resolved immediately at no charge to the client.The issue with the flat tire was it was an unfortunate incident that happened while being operated by the client & was not a pre-existing condition.
Further, the damage prevented the dealership from just "patching" the tire which we perform as a complimentary service for our customers.Thank you,
*********************, GM
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Customer Complaints Summary
25 total complaints in the last 3 years.
12 complaints closed in the last 12 months.