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 Find Local Branches.

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  Chapman's Las Vegas Dodge Chrysler Ram

  3470 Boulder Hwy Las Vegas, NV 89121-1501

  
• 

  Chapman Jeep

  3175 E Sahara Ave Las Vegas, NV 89104-4302

  

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:04/14/2023

  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.

  Hello this is a complaint followed by a previous complaint filed in regards to Chapman Dodge selling me a lemon car. Since day one Ive had issues with the car and Chapman did nothing to help. They sold me the car as new when that wasnt the case. The previous complaint number is ********. I have ***************** from the day of purchase from under the car it was dirty along with the tank like the car had been used regularly. I would like to reopen this case since the car has been in the shop over 5 times for major repairs and doesnt even have 29k miles. ** stated above I have had issues with this vehicle since the beginning 48 hours of purchase and the dealership did not want to help. Ever since Ive had this vehicle its been in the shop over 5 times for issues where the vehicle is not drivable. I have spent so much money on Ubers because of this. The vehicle has stopped on me in the middle of the highway which couldve caused serious injuries. I have been dealing with this for months now and my vehicle overheated yesterday April 12th 2023 and stopped running completely on the road AGAIN. I had it towed to the dealership where they changed the hose and then took it for a drive. After testing it out they realized it was a bigger issue. So now the service advisor told me they have to take the engine apart which is ridiculous to me since the vehicle doesnt even have 29k miles on it. The car was sold to me as new and it was NOT. I believe this car now falls under the lemon law in ******. I would like further assistance on this matter since Dom from Chapman Dodge stopped responding to me. I am also 6 months pregnant and the car keeps stopping in the middle of the road on me. This is the fourth time the car is not running. The ***** I uploaded was from the next day after the vehicle was delivered to me at the time of purchase, which clearly shows the car was NOT new as they stated. Thank you very much. ******** and *********************

  Business Response

  Date: 04/28/2023

  Thank you for sharing the ******** concerns with us. 
  Please allow me to address each of them & see how best we can help. 

  1st. there seems to be a concern as to the vehicle's "status" as a new car. This vehicle was a part of our loaner fleet provided to customers when their vehicles are being serviced. 
  This was disclosed in several locations on the paperwork signed by ****************. *** miles at the time of purchase were ****.

  As the vehicle had never before been registered & was still on a Manufacturer's Statement of Origin it is considered "new" in the ***************. 

  2nd, as relates to concerns that the Fabelas have experienced we have performed the following services:  7/21 **** miles. A LOF, maintenance. ***re was no mention of any other concerns at that time.12/21 **** miles. A LOF, maintenance. No concerns noted on the repair order. 5/22 ***** miles. A LOF, maintenance. No additional concerns noted at that time. 8/22 ***** miles. ******* towed in for "no start". Diagnosed with bad batteries. Both replaced under warranty, no charge to client. 8/22 ***** miles. *** condition was described as "vehicle cranks but does not start". This was diagnosed as a PCM (power control module) issue and was cured by a software reset. 1/23 ***** miles. A LOF, maintenance. No further concerns were noted on the *** 2/23 ***** miles. ******* listed as "dash states that the 4X4 is engaged at all times". Manufacturer recommended replacement of the differential locker position sensor. Replacement resolved concern. 2nd item on ** was noted as "customer states that when going over bumps at highway speeds the front end starts shaking until vehicle is stopped". Verified & diagnosed as requiring a replacement of the steering damper which was performed & mitigated the issue. 3rd item on the ** was noted as "customer states that the vehicle has a code P0441". Diagnosed as a leaking purge valve. Replaced & resolved. 4th item on the ** was noted as "customer states that the vehicle has a code B1516-13". Diagnosed as an open circuit on the cellular antenna. Part ordered. At ***** miles the part came in & was replaced ** the Jeep. At that time a front end alignment was also performed. Currently the Jeep is ** our shop @ ***** miles with the concern "Customer states that the vehicle is running hot then stalls while driving". Manufacturer has recommended replacing the engine under warranty. As you can see from the history, this is the 1st time a concern such as this has occurred & it is being addressed comprehensively. It should be ready to return to them in the next few days.

  We share the ******** disappointment that ANY issues have occurred but that is the reason warranties exist. *** narrative shared in their complaint doesn't match the history but we can appreciate how things can appear to a client when experiencing difficulties.  

  Thank You,

  *********************
  GM

   

   

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19934753
  
  I am rejecting this response because:
  

  When I purchased the vehicle I was told that the only reason it had that many miles on it is because someone had purchased it out of state and didnt qualify and they DROVE it back. Not once did they mention it was a loaner.
  

  Also the car has been in the shop for more than three weeks and it has not been worked on yet. For a vehicle to have less than 29k miles and have this many issues is not normal. Specially an engine replacement!?  This car has left me on the road more than three times, and if you look at the service records which I do have it shows that.
  

  Please provide the paperwork where you specified it was a LOANER? I have videos with ************* stamps on my phone that show how dirty the vehicle was when it was delivered to me. The sale was based on lies from the start. I also went a business day later to inform them about the issues and they refused to assist. This is the 4th vehicle we purchase from Chapman and never had an issue until now. 
  

  We were never verbally told the car was a loaner. I was told someone purchased it out of state and drove it back. 
  

   

  
  Sincerely,
  
  **** & *********************

  Business Response

  Date: 04/28/2023

  My error, the document signed showed it as a dealer demo, not a service loaner. We provided copies of the odometer, the disclosure of the vehicle as a dealer demo & a copy of the *** (manufacturer's statement of origin) in our previous reply. Those should have been accessible to you by looking at the attachment.

  Additionally the vehicle IS being worked on and is currently slated for completion early next week. Chapman has done nothing wrong in this situation. As I noted, we are not happy that you've encountered issues but have done all we can to address & resolve them for you. If you feel you have a genuine "lemon law" concern that is something that is taken up with the builder of the vehicle, in this case Stellantis, not the dealer. In that situation Chapman will be an advocate for you, providing copies of all *********** orders, as well as a history of the concerns you've had with your vehicle.

  We are happy to help in any way we can. 

  Don 

  Customer Answer

  Date: 05/01/2023

   
  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.
  
  

  I will escalate this to the manufacturer   
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/13/2023

  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.

  Chapman Dodge on ***********. On Jan 25, 2023 my jeep was towed to Chapman jeep on e Sahara ave due to over heating. I was first told it was an oil leak from my oil pan which they fix but my jeep was still having problems. Next they told me it was an oil pump, which took 10 days to be delivered, then I was told my cams needed replaced and that would take a representative from my warranty company to approve. The rep came out but the dealership could make the jeep repeat the problem so they returned it to me. 10 days later my jeep overheated on the highway and again had to be towed to the same dealership. This time they said it was the water pump bolts had loosened them selves and backed out causing the loss of anti freeze. They said *** to the overheating they were going to do a pressure test to make sure nothing in the block had cracked. Less than 10 days later my jeep overheats on the highway and has to be towed back to the dealership. This time they determine I have a crack in the # 1 cylinder and a crack in the crank case. The dealership during an oil change cancelled my certified pre-owned warranty and my extended warranty company will not cover the costs because they said it was sold with the certified preowned warranty. The dealership has spent the last two days. Trying to get that reinstated, and it is now Friday evening and they wont have an answer from them on whether or not they will replace the motor until next Monday or Tuesday. I have asked several times for a loaner vehicle until this is*** can be resolved, and they keep putting me off. I have gone to the service manager, service, Director, sales manager, general sales manager, and the general manager, and no one is willing to assist with getting me into a different vehicle, or putting me in a loaner or doing anything to assist with these is***s. I have asked them sell me a different vehicle thats newer at a little bit higher payment, and they are giving me the runaround and will not do it until sometime next week. Maybe

  Business Response

  Date: 04/28/2023

  I am copying the same response that I shared with ****************** from her online complaint under the name of H2obajal.

  We continue to await permission from the warranty company to proceed with the repair. They have told us it is "approved" but have not given us the authorization number needed. We contact them several times each week & I have now escalated it to the President of the company.

  H2obajal thank you for sharing your experience with your Jeep. We are as disappointed as you that it has given you issues & are working as diligently as we can within the system to get it repaired and back to you.
  Please allow me to clarify some items that I believe are contributing to your frustration & indeed, have been a part of the warranty Cancellation that you reference.
  When you purchased the Jeep from ** in 2020 it went in both yours & ***** name with him as primary. When it comes up in our system, that is also how it shows. **** & ***** (your advisor) have been in contact partially because of that information. When you purchased a maintenance package a year or so later in your name, the manufacturer noted the name change & assumed it was a different owner so they cancelled the warranty. When that was discovered, we contacted them on your behalf, confirmed the owner (s) were still the same & had the coverage reinstated. Outside of some aggravation there was no material impact.
  
  Additionally,we make no assumptions, good or bad, as to our clients knowledge of the mechanical aspects of their vehicle. When ***** was trying to explain what we had discovered & what we recommend the next steps to be, it appears to perturb you & that is the last thing we want to do. We simply want to make sure we are communicating all of the information you or any of our clients would want to know as directly as possible while not talking above or belowour clients understanding.
  
  Your initial visit in ******* was for a check engine light & concerns that the Jeep had potentially ran hot. Codes present as well as a very low oil level were deemed to have been contributors to the issues. We had not changed the oil since 2/22 at 52K miles (it was now a year later & 15K more miles) so when we found the oil level not registering on the dipstick we investigated. We found an oil pan leak as well as a problem with the oil pump sticking. Those items were repaired/replaced and an oil change was performed. Everything was reset & the technician drove the Jeep for 40 miles to insure that the repair was complete.
  
  600 miles later we were surprised to see you again with another concern. This time we discovered that your coolant level was low. When we filled the coolant it immediately began leaking from the water pump inlet. Jeep has actually issued a TSB (technical service bulletin) for this issue being caused by the inlet tube bolts backing out. As surprising as it may sound, that is an occurrence that has happened enough to have warranted a TSB. The recommended repair was performed & the vehicle road tested 25 miles on both highway & surface streets to insure that it remained in the proper operating temperature range.It did & the vehicle was returned to you.
  
  As you are aware we are currently waiting for authorization from the warranty company to proceed with the needed repair on your Jeep. Wed love nothing more than to get that authorization & get your Jeep back to you. Chapman is doing all we can to speed the process up. Thank you for your patience & understanding.
  
  *********************, GM

  Customer Answer

  Date: 05/01/2023

   
  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,
  
  ***************************

• Initial Complaint

  Date:03/20/2023

  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.

  Visited Chrysler Corporate Website on 02-14-2023. Website offers E-Shop option to order special/custom vehicles. Completed custom vehicle workup for orders. Website requests $100.00 deposit and choose dealership preference. I made two orders each with $100.00 deposits totaling $200.00. Website provides vehicle workup, receipt for deposits and assurance dealership will follow through with order. Deposit receipts were shown to go a PayPal Account listing the Chapman Operations Manager for ****** ************************************ email as PayPal Identifier, ****************************************** On 02-15-2023 Chapman Dodge Ram of Las Vegas New Car Sales Manager *************************** claimed he had no idea of program through Chrysler Corporate existed and denied any knowledge of dealership accepting payments via PayPal. After explaining incident to *********************, Chapman Internet Director, via telephone as well as emailing vehicle workups provided by Chrysler Corporate Website with deposit receipts listing PayPal Account in dealership CEO's name, I was promised a follow up callback. On 02-18-2023 I sent emails to my dissatisfaction and loss of confidence in Chapman Dodge Ram of Las Vegas to handle any of my business and made a formal request for a cancellation of orders and refund of all deposits totaling $200.00. On 02-17-2023 I received an email from Internet Director ********************* that he would arrange for my full refund of *********** and requested a few days for refunds to be processed. On 02-22-2023 I sent an email to ********************* demanding a full refund of *********** and stated my intentions to file complaints with the **** county and state Consumer Affairs Offices. ********************* again promised my refunds and requested additional time for refunds to be processed. As of 03-19-2023 not one email regarding this incident or refund has taken place. I can provide receipts and call documentation regarding this incident and contacts. (BBB website not uploading docs)

  Business Response

  Date: 03/20/2023

  According to Pay Pal, the method in which ************ paid us, both of these refunds were processed on March 3, 2023, shortly after we were made aware. 

  See below:

  Case status:Closed
  The case was closed in the buyers favor based on the info provided.
  Amount refunded by you:
  $100.00 USDSee Details
  Dispute Fee:More Info
  $0.00 USD
  Debited from:
  PayPal balance
  Your responses
  March 3, 2023 at 2:22:59 PM PST
  You have settled this chargeback with ********************;by issuing a refund.
  Refund amount:$100.00 USD
  Case details
  
  Case ID:
  ******************
  Disputed amount:
  $100.00 USD
  Buyer info:
  *******************
  ******************
  Date reported:
  February 24, 2023
  Transaction ID:
  1TG82160MW674115J
  Transaction amount:
  $100.00 USD
  Additional Info
  

  Your responses
  March 3, 2023 at 2:20:52 PM PST
  You have settled this chargeback with ********************;by issuing a refund.
  Refund amount:$100.00 USD
  Case details
  
  Case ID:
  ******************
  Disputed amount:
  $100.00 USD
  Buyer info:
  *******************
  ******************
  Date reported:
  February 24, 2023
  Transaction ID:
  *****************
  Transaction amount:
  $100.00 USD
  Additional Info
  Thanks,

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

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19620897
  
  I am rejecting this response because:

  Per Chapman Dodge Ram of Las Vegas. ********************* GM, refund was issued on March 3, 2023.  On This date, 03-22-2023, there has not been any refund made to my account from Chapman Dodge Ram of Las Vegas.  On this date, 03-22-2023, I also contacted my banking institution.  My banking institution also does not show any deposits/refunds issued/pending to my account from this merchant.  A check on PayPal FAQ's shows refunds are usually completed within a weeks' time to the card or account from the date of refund.  The supposed refund date per *********************** Chapman Dodge Ram of Las Vegas, was on 03-03-2023.  Over two weeks have passed since supposed refund date.  Also there has not been any correspondence from the merchant since 02-17-2023 in regard to my refund request made on 02-18-2023.

  Sincerely,

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

  Business Response

  Date: 03/24/2023

  ***Received copies of emails sent to the consumer from the business - see also the attached documents***

  Good Afternoon *****,

  Below is the confirmation email from Pay Pal of the payment having been refunded to you.

  I took the time to call Pay Pal & try to understand where the confusion was.
  They indicated that since you had filed a complaint with your credit card company as opposed to Pay Pal they were obliged to return the money to the credit card vs. your account. The money has been debited from my account on the date I represented to you in the response provided to the BBB.

  Please check with your credit card company & if that isnt the case for some reason I am happy to try & research this further for you.

  Ill forward the 2^nd confirmation for the other $100 to you as well.

  Thanks,

  Don

• Initial Complaint

  Date:01/31/2023

  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.

  01/16/2022 I bought I car priced on website ****** with ***** discount bringing total down to $32,800. Dealership only talked about monthly price and what Id pay. When finalizing the contract they slipped in the full price for the vehicle. And focused on the monthly rate. They stole my money and I didnt notice sooner . I went in the following week on my first day off and they said they couldnt do anything . *******, ******************* and Nacho are crooks .

  Business Response

  Date: 03/06/2023

  Thanks *****!

  This slipped by me & fortunately it has long been resolved!
  I can't imagine that the client has reaffirmed their complaint. 

  ******* returned & spoke with his manager a week or so later. 
  ***** approved to cover his registration fees & they agreed that was acceptable.
  A week or so after that he spoke with another manager & they returned a check to him for the difference.

  To our knowledge, ************** is completely satisfied at this juncture. 

  Regards,

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

   

• Initial Complaint

  Date:08/08/2022

  Type:Customer Service 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 certified preowned 2017 Chrysler Pacifica on December XX XXXX and a month later the check engine light came on. I advised the Van was rubbing when the car turned left and it was making a noise while accelerating. I took the Van in on 1/31/22 and after they attempted to fix the issue by replacing engine coils and gaskets, I was told vehicle was still misfiring and would need an engine. They reassured me that I would basically have a new car after the engine was replaced. Needless to say it's been a total nightmare ever since. My car was at Chapman for 37 days for the first visit from 1/31/22-3/9/22. After the engine was replaced the Van has been back to be repaired 5 times. I took it in on 3/16/22 - 3/25/22 because it was extremely hot to touch on the outside of the hood and it smelled like something was burning underneath the hood. It was also lurching upon accelerating and felt like it was shifting gears. They performed inspections, updated TCM transmission quick learn and advised no problem was found. I took it back in on 4/13/22- 4/19/22 because a red warning light came on indicating the engine was getting too hot and it was also making a clicking noise under the hood. I was advised the engine was low on coolant because heater hose and left front axle needed to be replaced. I was told vehicle was ready for pick up on 4/18/22 while waiting for the vehicle we were advised that the Van had broken down on the service guy at the gas station after he put gas in the vehicle. They ended up giving us a loaner car until the next day because the driver side driveshaft and axel was broken. On 7/22/22 I took the van back because it was sluggish and revving high with very little acceleration and the Van would not go over 8-10 mph while revving loud. On 8/03/22 the check engine light came on again two weeks after they said they "repaired" the issue on 7/22/22. My Van is currently at repair shop since 08/04. This van has proven to be hazardous, and unreliable.

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 10, 2022/08/25) */ Contact Name and Title: Don ******* Contact Phone: XXX-XXX-XXXX Contact Email: **********@chapmanchoice.com Ms. **** we stand ready to address & resolve any concerns with your Pacifica. You indicate in your most recent update that you encounter forced deceleration & a hard pedal frequently. You state "It continues to do this every time you drive it for over 15 minutes." We want to encounter this so that we can determine where to start with a repair. Our service manager drove it over 35 miles in the space of 45 minutes or so & experienced no such issues. No one doubts your encounter so we delved even further to see if any items were improperly set up or if something else might be contributing to your experience. The only thing discovered was the low coolant & that was addressed. Each time you have come into our service department you have been provided with a vehicle so as to minimize any inconvenience. I am in the dealership frequently & am happy to drive the Pacifica with you to see what you are experiencing. I'm sorry I wasn't available the day that you were here. My direct line is below & I am happy to visit with you to discuss possible resolutions. Thank You, Don *******, GM XXX-XXX-XXXX

• Initial Complaint

  Date:07/28/2022

  Type:Customer Service 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 currently own a Dodge Journey '17, and I am struggling with Chapman Dodge in covering the warranty for my engine that failed why I was pulling off the freeway to safety. They've ran be back and forth between who I should talk to but then explain how the individual they tell me to contact can't actually help me at all. They have assured me it will be covered but when the inspector denied it, they offered no further explanation of why the warranty was denied, other than the simple report they offer before the inspection is taken. I asked for multiple managers numbers through email and none were given because the technician 'didn't know who his manager was' and that was it. I called 2 Chapman locations after this and was thrown back and forth by the operator and left multiple messages to the finance department since I needed my documents but no one responded to my emails or voice messages and would not forward my requests to another department since I could only reach their voice mail. The business has ran me in circles and now are forcing me to remove my car from the dealership or else they'll charge me for it being there, along with an outrageous amount that disappeared previously after the inspection was done. I had to bring it to their attention that the system has shown for weeks that I have to pay $0.00, and the technician changed it on the phone with a very unfriendly tone to the outrageous amount. They know I'm just in the waiting period of the the attorney general and they have been no help to my situation and refuse to respond by email/text unless they are trying to sell me something. I can barely understand them and have asked multiple times for more contact information/ contact me by email but they have refused.

  Business Response

  Date: 09/03/2022

  Business Response /* (1000, 6, 2022/08/03) */ Contact Name and Title: Don H****** Contact Phone: ************ Contact Email: donh******@chapmanchoice.com Thank you for making us aware of Mr. ******** concerns. We are as disappointed as he that he has encountered an issue with his Journey purchased from us in February of '21. Since that time we have seen him in our service department only 1 time. Approximately 3 weeks & 1000 miles after his purchase, he experienced an issue with his alternator. As Mr. ****** notes, the Journey was a certified vehicle through Chrysler. That repair was made under his warranty with Mr. ****** only responsible for the deductible. Here now another 16 months & 30,000 miles later, Mr. ****** experienced an overheating issue. He had the vehicle towed to our shop for a determination of the cause and subsequent repair. On certified vehicles we are required to receive authorization from Chrysler prior to initiating the repair. Chapman will never make representations as to whether a vehicle will be repaired under warranty in circumstances such as these, as we do not make that determination. In this case Chrysler dispatched an independent inspector to examine the vehicle. That inspector felt that the damage incurred was at least partially the responsibility of the driver. They believed the vehicle was operated after it had initially displayed symptoms & that this continued operation led to further damage. Mr. ****** indicates that he had spoken with the "technician" but I believe this to be a simple misstatement. He would have been in contact with our service advisor, Daniel L******. Upon check in Mr. ****** would have received a text from Mr. L****** & had the option to continue using text as a means of communication. Our records indicate he "opted in" & also used this method to authorize the teardown inspection & accept financial responsibility for that job. Had the job been approved under the warranty, the teardown would have been a part of the coverage. Mr. ****** is asking for manager's numbers & access to his car to retrieve paperwork. Chapman's management has no say in the coverage so they would be of little help. Coverage is determined by MOPAR. Their customer care number is ************. He is welcome to get items from his vehicle anytime during normal service operating hours. Mr. ****** called us on the 1st of August indicating he would pay the bill for the teardown & the vehicle would be picked up by his insurance company, GEICO. While we would like to see all of our customer's concerns addressed by warranty coverage, those decisions are not Chapman's to make. Situations such as these are frustrating for all parties. Our experience with MOPAR is that their decisions are most often supported by the facts but that they are not infallible. More importantly, they are open to input & discussions with clients. We encourage Mr. ****** to speak with them if he has pertinent information to share. We stand ready to assist in any way we can. Thank You, Don H******, GM

• Initial Complaint

  Date:05/06/2022

  Type:Delivery 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 went to purchase a car from Chapman today. I saw the one i wanted online listed at 12,926 and when i got there they insisted that the price is 17,315 i showed them the website and they refused to give me that price and the salesman said "that's just there to get people to come in here". While we were sitting in the dealership they had someone go in and change the prices on the website. (See screen shots below) After HOURS of negotiating we came to an agreement and i went to go get the check from the credit union. The purchase agreement they gave me to take to the credit union had a typo on it so she needed a new purchase agreement from them. We called and called and called and they kept avoiding us. So we drove all the way back there to get it and we were told that they "sold the car" in the 30 mins that we were gone. We already had a purchase agreement (with typo) and they sold the car out from under us. I'm not sure if that was all a lie because they didn't like that we were too smart to fall for their scams or if they really sold it but either way they already agreed to sell me the car and then it was gone.

  Business Response

  Date: 08/27/2022

  Business Response /* (1000, 13, 2022/06/23) */ Mr. *******, our sincere apologies for the confusion on your attempted purchase from our agency. In reviewing your concern, that vehicle was indeed sold on the 6th of May to a different client. Please understand that we don't favor one buyer or one sales representative over another, that wouldn't be fair. We also encourage clients to leave a deposit or take delivery of the vehicle (in essence, consummate the purchase) in order to avoid situation like this. As regards the pricing confusion, we DO honor our internet pricing but we also want clients to recognize the ORIGINAL price so as to eliminate the requests for further discounting. If you have any additional information to share with us (sales representative that was assisting you for example) I am happy to research this further. The last thing we want is any confusion or ill will between us and our customers. Thank you for making us aware of your concern. Sincerely, Don H******, GM