Business Profile

New Car Dealers

Chapman's Las Vegas Dodge Chrysler Ram

Complaints

This profile includes complaints for Chapman's Las Vegas Dodge Chrysler Ram's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

30 total complaints in the last 3 years.
9 complaints closed in the last 12 months.

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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:02/05/2025
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.
Bought Jeep Wrangler 1/8/2024. About 11/2024 started having problems with not starting up. Recently bought two batteries for $1,033 and picked up the Jeep 1/24/2025 and drove a few miles to ****************. The Jeep wouldn't start up again, so the batteries didn't solve the problem. It was towed back to Chapman where it is now. They checked the transmission and engine and say they aren't the problem. I'm a senior citizen on a fixed income living alone with no family close by, so this has created a severe hardship.
Business Response
Date: 02/06/2025
We understand the customers concern, we are working to resolve the problem. We have identified a defective valve body and have replaced it under warranty. The vehicle will be returned to the customer shortly
Initial Complaint
Date:12/19/2024
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.
12/06/2024 2024 Jeep Cherokee Purchased a new car of the lot. Car payments 1200 a month with a ****************************************************** checked for any problems before it was sold of the lot. Car was washed and given keys late night. Once I got home the next morning letters where falling off and plastics where loose as well as no floor mats with the vehicle when turned in to purchaser. Not sure how a dealer can sell you a car just like that of the lot new paying a price like that. I had to get in contact with the dealer multiple times to get this assorted out. Was told due to holidays they couldnt take care of the work till after holidays. Its so frustrating I feel bothered that after purchasing a new car I have to be taking the car back and forth to the shop. Thats the hole idea of buying a new car to not have problems. I hope I can get this taken care of its embarrassed to be driving a new car with these defects on it already. Thank you
Business Response
Date: 01/27/2025
**** i see all the pictures and yes unacceptable and i just found out they had a company black them out to match the black package so we can get you taken care of on that asap . I also looked into the request on the price and you received $11,500 in discounts but you had a trade that you had $15,387.68 in negative equity that carried over to this loan . I will have service reach out tomorrow to handle the letters.
Customer Answer
Date: 01/28/2025
This purchase has been a night mare I bought the car December 6th. Since then car has been back and forth in the shop. Its January 28th and if its not one thing its another. Was originally taken in for the letters and roof rack as well as the vibration in the wheels. Piked it up inspected it letters where great but then the roof rack where installed incorrectly one was black and one was crome its insane to know what kind of people are working on your car. Drove the car of the lot and the vibration continued. Had to take it back to be on a rental again for who know how long. Didnt know buying a new car was gonna be so much trouble.
Initial Complaint
Date:09/20/2024
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.
I was working with a sales representative "Angle" from your facility. He seemed friendly and trustworthy. I expressly communicated to him NOT to pull my credit, and he did anyway. This has caused an issue, and I would like the company to reverse the actions that I did not authorize.
Business Response
Date: 12/05/2024
Thank You for making us aware of Mr. ********** concern.
We apologize for any confusion.

While he may have initially communicated not to pull his credit, at some point he required information that could only be accurately presented with a credit statement.
He provided the necessary information (see attached) and authorized Chapman to proceed with the inquiry.

I'm not familiar with what issues this may have presented for him as inquiries are negligible in their impact on credit scores,.
Further, companies are not authorized to reverse inquiries, that can only be changed by the reporting agency.
This is the 3rd time in the last 3 years we have worked with Mr. ******** in an attempt to assist him with a vehicle purchase.
*** *******, GM
Customer Answer
Date: 12/06/2024

Complaint: 22313140

I am rejecting this response because: I never gave permission for Chapman to run my credit. After I saw that, they violated my civil rights... I spoke to *****, the manager, and he apologized and promised to investigate the violation.

Furthermore, I "was" going to purchase a jeep, but now I'll never do business with this corporation again.

I'm requesting the surety bond number and provider. If not resolved in 7 business days... I'll be contacting the provider through the D&B service.

I expressed that I'm governed by a "Trust" and couldn't run my credit until I advised the trustee. This I reiterated 5 times to the young sales person, ******, this information. But he committed a civil tort for which I have been damaged. If the principal wants to email me with a comprehensive offer for this violation within the stated time period, I'm open to a conversation. Otherwise, Chapman surety provider will be contacted.

Sincerely,

******* *******
Business Response
Date: 02/03/2025
Mr ******* , as *** ******* had previously stated, we have no way to reverse the credit pull that was reported. It is unfortunate that there was some form of mistake, but I would also point out just as *** ******* did, you would have given the necessary information for the credit inquire so we can only speculate that our sales staff misunderstood what you wanted to accomplish. again, please accept our apology
Initial Complaint
Date:05/30/2024
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.
On March ******* I arrived at Chapman's Jeep with a copy of the sales price on a 2020 Jeep Wrangler $32,210 The sales lady confirmed the price. When it was time to sign the contract the price was listed as $37,208. I told her the price was incorrect and she stated that the price included SWAT **** Security. I told her several times I did not want it and was told that it was mandatory and all vehicles sold at the dealer have this feature. She told me that she found another error in the amount of $271.00 and I would be sent a check. I purchased the car and over a period of 4 or 5 weeks called the dealership because I did not receive the check and did not receive the Security program. I made over 20 calls to the finance manager **** and left 2 messages for the General Manager. I also did not receive my registration until 6 weeks after the purchase. I finally said I will file a complaint with the BBB and Nevada Attorney. and a few days later got an email from **** stating the security system was activated and the check was in the mail, today is May ******* I have no check. I demand a refund for $5,271 dollars for the difference in the sales price and the price they charged me to include the check for $271.00. I have copies of the sales advertisement and an invoice for the check they never sent. In addition Chapmans did not have a Public Notary present as required by law while signing documents.
Business Response
Date: 05/30/2024
Thank you for forwarding **************** concern to our attention.
In keeping with our policies, the check was mailed on 5/9/24 to the ************ address provided us with his purchase by ************. I see that in his complaint he uses a Texas address so he may not be aware the check was delivered sometime ago if he is not at the ************ address.
Our finance manager who assisted ************, *************************************, is indeed a notary public.
His concern about registration documents may well be related to the address issue as well. Traditionally for out of state purchases, documents are mailed to the ********** closest to the address provided.
Based on my investigation, all items promised to ************ have been provided & he was not overcharged for the vehicle.
Sincerely,
*********************, GM

Customer Answer
Date: 06/01/2024

Complaint: 21759259

I am rejecting this response because: It seems that you completely disregarded the primary complaint with your answer, I have attached the a photo of the ad I had in my hand when I made the purchase the price is $32,210. I showed this to **** and was told that the price of SWAT was added and I said I did not want SWAT but she insisted that it is required and that all cars at the dealership have it. So why was the cost of the vehicle listed at over 37K? So SWAT cost is 5K? Please explain ? What is the added 5K for? The sales person also told me the price was $32,210.
I have checked my Texas mail 2 days ago and as of June 1, 2024 have not received it. So either the check was sent to the wrong address or the check was not mailed?

Sincerely,

***************
Business Response
Date: 08/19/2024
Thank you ************,
I reviewed your entire file. You are a sophisticated purchaser.
Everything was disclosed to you. The additional charges you approved were for the Certified Pre-Owned coverage on the Jeep as well as the Asset Protection Package which was activated.
Your signature appears on the initial worksheet & on the final purchase order as well as the contract. At any time during that process you could have stopped the purchase yet you chose to proceed with the full knowledge of the price, your trade allowance, down payment & payments. You provided us with a South Dakota address & Driver's License.
If you have another address you would like the $279.00 check sent to, we will be happy to accommodate that, but please be aware all of our information shows *************
The last thing we want is a customer to feel, rightly or wrongly, that they were somehow mistreated. I see nothing in your folder that indicates that this occurred.
*********************, GM
Initial Complaint
Date:04/15/2024
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.
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 corrected
Business Response
Date: 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,
*********************, GM
Initial Complaint
Date:04/12/2024
Type:Sales and Advertising 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.
Buyer beware of their sales tactics! They advertise one price and then sell the exact vehicle at another price. It is the old "Bait and Switch" tactic at its finest. They have the vehicle listed at the original sale price of $75,180, and then list the savings of $3,500 from the original sale price. bring the cost down to the price of $71.680. However, as I spoke to the manager once the docs were drawn up and credit ran that the sale sales price was not as listed. He made it clear to me the advertised price listed was not including the dealers options. I told him that any consumer would draw the conclusion that if they went to the car lot, and the vehicle with that same VIN was still available, they should be able to purchase the vehicle for the advertised price. However, they sold us the vehicle for the original $75,180. We are very particular about the amount of inquires on our credit, so we felt compelled to just go with it. We noticed it during the dock signing and brought it their attention. That is when the manager started the dealer option reasoning BS to me. My bride really liked the car so we bought it anyway. But how is reasonable to not think the vehicle would be sold for a different price than advertised? Were they going to ********* the dealer option for us to make the price stated on their advertisement? This post is only to bring awareness of Chapman Jeep on Sahara dealership, and their "bait and switch" tactic, which as we all know is illegal. It is clear that it is an acceptable behavior for the dealership as a whole. Remember, I spoke directly to the manager and he condoned that behavior. So as stated, buyer beware when doing business with this dealership, but know that I highly suggest you go elsewhere.
Business Response
Date: 06/27/2024
Thank You for sharing Mr. ****** complaint.
Our client is **** *****. Mr. ***** was not a party to the transaction.
Our staff reviewed the purchase with Ms. ***** and addressed all concerns she shared with us.
The pricing was accurate and reflected the agreement arrived at between Ms. ***** and our management.
*** *******, GM
Customer Answer
Date: 06/28/2024

Complaint: 21564617

I am rejecting this response because: I was there the 4 hours and negotiated the deal on the advertised price. However, because she was only told the actual numbers after you ran her credit and drew up the contract that she decided to proceed. As stated, I suggested to **** that she not buy the car because of your unscrupulous bait and switch tactics. Although my wife is your customer, I think is unfortunate that you are once again operating in bad faith by stating I was not a party in the transaction, when your sale people spoke more to me about the vehicle than they did to ****.

***** *****
Business Response
Date: 10/08/2024
Mr. ***** we sincerely apologize for any confusion.
In researching this with our personnel who spoke with you & **** they understood that you were both clear on the value received for items installed on the Jeep.
It is never our intent to sell a vehicle then alienate our client. We want our relationship to continue through your ownership experience & in to your next vehicle purchase.
Please let me know how we can make that happen for you & ****.
Thank You,
*** *******
Customer Answer
Date: 10/10/2024

Complaint: 21564617

I am rejecting this response because: this is absolutely not a true statement. I specifically and directly spoke to the sales team and management about the advertised price vs the price they were selling it for. To help jog their memory, I took a slice of their pizzas, as I was expressing the bait and switch tactic that was being deployed. I have no desire to continue to go back and forth over this business transaction, however your business attempt to record inaccurate information as it pertains to this situation is concerning.

Sincerely,

***** *****
Business Response
Date: 11/25/2024
We are disappointed that Mr. ***** is dissatisfied with our response and apology.
He acknowledges that he and his wife were aware of the pricing & nevertheless decided to proceed.
If there was confusion or they believed something wasn't being honored that was the time to indicate their concerns.
It is difficult to make an accommodation after the fact.
That being said, as a tangible demonstration of our willingness to work with ********************* we will set up a $500 credit to be used in our service or parts department for accessories, parts or service anytime before 12/31/2025.
Please have them acknowledge their acceptance and the credit will be posted so that it is available at their convenience.
Thank you for your assistance in addressing their concerns.
*** *******, GM

Customer Answer
Date: 11/26/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, although was not the business outcome we were hopeful for, find it satisfactory to us. And would like to accept the credit and move forward.

Sincerely,

***** and **** *****
Initial Complaint
Date:03/19/2024
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.
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
Date: 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 Answer
Date: 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 Answer
Date: 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 Answer
Date: 04/08/2024
FTC complaint # *********
AG Complaint # *****
Mopar Complaint # *******
Business Response
Date: 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 Answer
Date: 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
Date: 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
Date:02/14/2024
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.
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
Date: 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 Answer
Date: 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
Date:01/10/2024
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.
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
Date: 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!
Don
Business Response
Date: 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 Answer
Date: 04/12/2024
I have video of my brakes squeaking loud. But I have no way of sending it in here.
Customer Answer
Date: 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 Answer
Date: 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 Answer
Date: 04/29/2024

Complaint: 21115641

I am rejecting this response because:

Most Recent Message
Date 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
Date: 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,

*********************, GM

Customer Answer
Date: 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
Date:12/18/2023
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.
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
Date: 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
Date: 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.

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

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