Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ***************************. I financed a 2019 ********** ***** on September 4th, 2023, from Chapman Ford. I reached out to Chapman Ford on September 7th, 2023, because on this particular morning I started my car and as I began to proceed to drive, I noticed an unfamiliar sound projecting from my vehicle. I immediately called Chapman Ford. I was given an appointment for September 18th, 2023 at 9:00 a.m. Upon arrival on the allotted appointment date and time, I made certain to arrive on time. Before my scheduled appointment time, the mechanic took it for a test drive and said he heard something but was uncertain if he’d need to keep my vehicle overnight. ***** stated he would give me a call when Chapman Ford had a loaner rental available to accommodate me. I’ve tried to be as patient as I could, but to no avail, NO ONE HAS RETURNED A CALL TO ME AS OF TODAY October 20th, 2023. I've reached out to them several times. Each time, I’m given no alternatives. I’m constantly being told “they'll get back to me!” This is extremely unprofessional and unfair. I wouldn't recommend Chapman Ford to anyone. Because Chapman Ford has yet to respond to me via phone, I am taking matters into my own hands. I will be forwarding this email to Chapman Ford’s corporate office.This is absurd and in no fashion, should business be conducted in this manner. I am a single mother of 3 and I currently am employees at 2 professions along with being a small business owner. A reliable vehicle, that I pay an extensive car note on, if I may add, is a pivotal factor in my life. I need my car and I’m diligent in paying my car note and insurance and I don’t deserve to be treated this way.

  Business Response

  Date: 10/28/2023

  To Whom It May Concern 
       The customer's main concern was lack of communication. We have reached out to the customer; the vehicle was brought in for service and the customer was provided with a rental vehicle. I reached out to ***************** directly because of the issue, and the customer had already been contacted, prior to my doing so.  The vehicle was in our shop when a reached out to her. I have also given ***************** my direct contact in the event any further assistance is needed. We will be returning the vehicle soon and making sure we address any concerns a customer may have. Customer is very easy to work with and all she asked was better communication. Thank You *****************;

  Customer Answer

  Date: 11/09/2023

  Apparently once I emailed everyone including you all , Campman ford did contact me and they came and got my vehicle and claimed they didn’t hear the noise which is  very obvious so I found another car online like mines that made the same noise and the video actually explained how to get the car to make the noise , so Champman ford  finally heard the noise so they sent my car to a ********** dealer who stated it was normal. So now my issue is still with campman ford but I also have a issue with ** , because I am not the only one that is furious and feeling very overwhelmed while this expensive care company acts all nonchalant about this loud disturbing. Please how can you help me this matter really need to be resolved. 

• Initial Complaint

  Date:08/31/2023

  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.

  I am writing to file a formal complaint against Chapman Ford Sales Inc, located at 9371 Roosevelt Boulevard, Philadelphia, PA. On June 26th, 2023, I purchased a vehicle from this dealership, and I am extremely dissatisfied with the dealerships fraudulent activity. The day after the purchase, the transmission of the vehicle malfunctioned, rendering the car undrivable. I immediately contacted Chapman Ford Sales Inc to report the issue and request assistance. However, despite multiple attempts to communicate with them, I have not received any response or assistance regarding the faulty vehicle. In addition to the transmission issue, I am facing further problems with the dealership. They have failed to provide me with the title to the car and the second key, which are essential documents and items for any vehicle owner. Furthermore, I discovered that my ****** transponder, which was in the vehicle at the time of purchase, is missing. This raises serious concerns about the integrity and professionalism of Chapman Ford Sales Inc. I am deeply disappointed by the lack of communication and assistance from Chapman Ford Sales Inc after purchasing a vehicle that turned out to be defective. I request that immediate action be taken to address these issues and provide a resolution. This includes repairing the faulty transmission, providing the necessary documents and items, and addressing the missing ****** transponder. I trust that the Better Business Bureau will take my complaint seriously and work to ensure that Chapman Ford Sales Inc takes appropriate measures to resolve these matters. I look forward to a prompt response and a satisfactory resolution to this unfortunate situation.

  Business Response

  Date: 09/11/2023

  To Whom It May Concern
  The attached customer in fact did purchase vehicle from Chapman Ford of Philadelphia. Surely, we as a business would want to address all concerns. The customer did reach out to our sales representative from whom he purchased the vehicle. He stated to the sales rep that he did have a transmission concern. He was turned over to the General Sales Manager. There were several conversations regarding the issues and the customer stated a repair would be $7000.00 charge. The customer resides currently out of state and as such we as a dealer are unable to validate these claims as well as attempt any daig or repair.
  
  To address several of the concerns in this complaint please see below.
  1. Second keys are not always provided to the dealer, nor are they standardly given on an (There is no obligation by Chapman for a second key)(we will however give the customer a second key) ( we will work that out via phone as we would need to cut and program the key and the unit is not at our location.)
  2.The customer also has not provided Chapman Ford with the title for the vehicle which he traded in as part of this deal. (2015 ****** ****** vin # *****************.) Which also is a reconstructed title.
  3. In reference to the customers ** Pass- I went directly to the salesperson who did the deal. The ** pass is in fact in our possession – it was being held based on customer not providing a title for the traded in vehicle.
  4. Upon receiving the BBB claim, I had our Used Manager reach out to the customer. The customer stated he could not speak at that time and said he would have a lawyer return our call.
  In closing, having said the above – as the General Manager I would still do what I can to collaborate with the customer. I will contact the customer myself. The title and the **pass will be mailed immediately in good faith, even though we do not have the trade title which is due from the customer. The customers term (dealership’s fraudulent activity.) has zero relevance. The customer has not provided us with the title of the trade- which is reconstructed and has a $2000.00 value which would result in a direct loss to Chapman.
  Still, I certainly willing to collaborate with the customer on his current issues if he provides us with his current title and at a minimum provides us with a diagnosis of his current issues as he is out of state. or he can bring the vehicle to us at which we would provide free diagnosis. Then discuss repairs if needed and what we can do and how we can help. We as a dealer would still assist to the best of our ability in helping and satisfying the current complaint.
  Thanks *****************;

  Business Response

  Date: 09/12/2023

  To Whom It May Concern 
  The  customers title and ** pass have been overnighted. I have called customer 2 straight days and left messages with no return call. Customer still has not produced his trade title , and has not returned calls, or provided information on vehicle status. Calls were made 9/11/2023 & 9/12/2023. Thanks ***************** GM. 

   

  Customer Answer

  Date: 09/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ****************
  
  

  Business Response

  Date: 09/18/2023

  To Whom it may concern

  Following up for the third time, this customer is non-responsive to all calls, his title and **-pass were sent 1 day later. Also customer has not sent trade title. There is nothing further Chapman can do. Thank You *** ***** GM

• Initial Complaint

  Date:06/08/2023

  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.

  I purchased a car on 4/7/23. During the test drive the brakes were squeaking. They took the car back to have the breaks check for this first time that same day and said they passed inspection. The break squeaking became worse over the next couple days and I took the car back to get the breaks repaired again on 4/10/23 in which they said they were fixed. Then again the squeaking then continued and I took the car back yet again on about 2 weeks later in which they said they ground the rotors. This again did not fix the squeaking. Since this time the breaks have not stopped squeaking and I have called 5 times at least and the manager will not return our phone call. In this time I have followed up with the *** dealer who looked over the car and said the front rotor and front break pads were very damaged and the both front struts are damage along with hydraulics leaking. At this time I want the company to pay for the required repairs done at another shop as this company has failed multiple times to correct the issue.

  Business Response

  Date: 06/15/2023

  Chapman Ford  has reached out directly to the customer. The current issue has been resolved. We will refund our customer $1900.00, as a result of our communication. Thank You ***************** General Manager 

• Initial Complaint

  Date:04/15/2023

  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.

  This business ran my personal information resulting in my credit reporting being lowered without my consent. While in the process of buying a car I contacted this dealership with my own financing for the vehicle. I gave them my information to submit to the bank that I was approved for and clearly stated that to them . Also requesting to not have my credit ran again . They still proceeded to ran my credit multiple times resulting in my dropping and ultimately being denied funding from multiple banks . I reach out to the manager and he offered no assistance to me .

  Business Response

  Date: 04/22/2023

  To Whom it May Concern
  
  In response to the BBB claim number ********-*****
  
  In the complaint the customer stated the following below.
  
  This business ran my personal information resulting in my credit reporting being lowered without my consent.
  
  Our response to the above is very simple- See below.
  
  1.*** **** called back at 12:19 and requested to see if we could get him approval because he was not able to transfer his pre-approval funds to us that day.
  
  2. *** **** wanted to see if he could go through our banks, sending credit applications, text credit application, finance rate at 72 months, 0 down, wants to get approved before coming in.
  
  3. *** **** was sent a credit application link on 4/15/2023 at 12.20 Pm.
  
  4.Our rep had to reach out to *** **** to ask him to have his credit unlocked so we could look at it. 
  
  In summary, the customer willingly filled out our online credit application- which requires his consent. That is documented in the attached file. The customer also had to have his credit unlocked to even be viewed. Which is standard practice for us to submit the applicant to obtain financing. As the dealer we have zero control of unlocking a customer’s credit. To state in the complaint, we as a dealer ran his credit without his consent is simply not fact. The customer had to fill out the application, fill out a consent form, then make calls to have his credit freeze unlocked for us to view it. The customer was in fact sent to several banks, which is standard practice when working to obtain financing through a dealership. The customer also called multiple employees of the dealership in which he used extreme profanity and threatened body harm to several employees. There was ultimately no chance to have a conversation to take any direction as the language and threats were simply too extreme. To address the issues the customer has, we would have to attempt to have a conversation to discuss how or if we can help in any way- which as a dealer we were and still are applicable to. Again, is not possible based on the customers’ overly aggressive nature via phone and the threats that are being made to the staff. Resolution request at this point would be to attempt to have a civil conversation in which we can discuss the customer trying to dispute the inquiries through the credit bureau. In which case, if we could help the dealer to have anything removed, if possible, we would help support that cause. Thank You for your time in this matter – Chapman Ford 

• Initial Complaint

  Date:04/06/2023

  Type:Billing 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.

  Took my car to Chapman Ford on the boulevard, they gave me a price around $1400, they gave me a call when it was done they told me a new price of $6000, I would have never left my car at this location if they would have gave me the prices prior to them working on it

  Business Response

  Date: 04/13/2023

  To Whom it May Concern 
  
  We reached out directly to *** ********. He came into the dealership and we discussed the entire invoice.  We went over line by line and he agreed to pay the invoice as it was discounted which was a total of $4470.76. We value *** ******** as a customer. And worked with him to solve the issue. thanks *** ***** General Manager Chapman Ford of Philadelphia 

• Initial Complaint

  Date:12/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my car from Chapman Ford in 3/21 I think. I have had the car back for service about 5 times. I have a full bumper-to-bumper warranty. I have had an issue with the breaks from the very beginning I brought it to them and nothing gets fixed I developed a second issue and brought it to them 2 times again nothing was fixed, now the middle console is broken along with a charging port. I have been there in person asking for help nothing gets done. I call nothing gets done I receive an email saying if I need any help just reach out to Roy F******** Service Director of Chapman Ford Philadelphia 215 698 7000 ext. *** he did nothing I have emailed him 4 or 5 times no response. I am stuck with a broken car for 22 months they will do nothing. At this time I think they should give me a new car or fix this one and give me restitution for paying full price for a new car and paying full price for a bumper-to-bumper warranty and they are not honoring it. Roy Fernandes Service Director of Chapman Ford Philadelphia is ignore every call and email. Please help me.

  Business Response

  Date: 12/13/2022

  To Whom It May Concern 
      The referenced repair was broken center shifter, see attached pictures. The part was diagnosed on 9/26/2022. The part was ordered and was on national back order from Ford Motor Company. At time of visit the shifter was temporarily repaired and part needed was ordered. Ford is currently experiencing part issues on many parts ordered are on back order due to supply chain issues. This is quite common in our current environment. As a result of the BBB claim customer was contacted as well as current part order status was checked on. Part is in fact in stock. I reached out to customer directly. He has three concerns. Shifter, current recall, and brake noise. We will schedule rental and replace shifter, work on recall, and attempt to diagnose brake concern. Customer has been updated on everything stated above. We will certainly do all we can to resolve customer concern. Thanks Jim C******

  Customer Answer

  Date: 12/14/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  I will wait and see if they actually do anything
  

  Regards,
  
  *************************

  Business Response

  Date: 12/22/2022

  Customers was provided a rental,  repairs and concerns have been addressed and completed. Chapman has completed everything we stated in our initial response. General Manager Jim C****** Tell us why here...

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my truck in 2008 Ford ********** about a month and a half ago to get a lot of work done on it. Their work order comes over through a text message which it does not explain anything that’s getting done so I called in to verify all the work that was getting done to the vehicle. And I accept it all of the charges at the time because I was told everything that I bring the vehicle in to get done was going to get done. It took about another week and a half to retrieve the vehicle The bill was $3500 and only two things were done they overcharge me for just about everything that they could telling me putting a simple switch for a seat took them almost 3 1/2 hours told me that they had to charge me for labor that wasn’t completed because the screws wouldn’t come out told me my vehicle was too old and rusty charge me to diagnose my AC then told me that the part was not available so they couldn’t fix it somehow my caliber for my brake was messed up and I drove the vehicle in without any issues Bring it back to them because now I smoked my brakes and rotor after dropping my rental off and they told me there was nothing that could be done they couldn’t give me a rental because I had to leave the truck i’ve been waiting almost 3 weeks for them to resolve this issue I spoke to a manager by the name of Don three days ago He insured me that somebody was going to call me within 24 hours to resolve this customer service was horrible they had me sitting there waiting almost 4 hours just to tell me that they couldn’t do anything to help me and at the end of all of this I was able to complete all the work that I need to get done at a different shop. I believe I’m entitled to a full refund.

  Business Response

  Date: 08/08/2022

  To Whim It may concern 

  Customer 

   Tell ****************************
  Address: *******************************

  Melbourne, FL ***** why here...

  RO # ******

  Charges were for below repairs that were in fact completed
  
  Diag of ignition switch we repaired by recoding new lock cylinder   ($661.66) work was completed
  Recoded & replaced lock cylinder & ignition switch
  
  Customer requested replacement of all lug nuts and 1 stud due to being stripped from prior facility. ($606.750 work was completed)
  Rear stud broken prior to us and had to be drilled out.
  Customer requested alignment ($150.95) work was completed
  Customer States A/c is blowing hot and a/c compressor was replaced elsewhere approx. 1 year ago he stated
  Parts not available for vehicle – unable to repair but customer was charge diag ($474.88) we recharged the system and daig found AC line leaking and part was unavailable from Ford customer only charged for work done and diag.
  Oil change ($69.95) work was completed
  Throttle Body Service ($159.95) work was completed
  Diagnosis – Passenger Seat Controls Not working ($476.90) diag and replace switch work was completed
  Oil pan gasket was recommended but repair was unable to be completed due to (seized front differential bolts – vehicle aged, and corroded charge was ($189.95) work started but could not be completed due to vehicle condition ( refund will be issued)
  1 Tire replaced (customer provided tire ) we mounted and balanced ($30.50) work was completed
  2 additional keys and remotes replaced ($380.23) work was completed
  
  The following below were recommendations from the tech
  Oil Pan Leaking ßUnable to do repair due to excessive rust on Front differential and bolts seized
  Mount & Balance 1 Tire
  Customer Requested additional Keys
  Declined Line states all other repairs needed :
  Rear Shocks
  Front Struts
  Front Control Arms
  Rear Axle Shaft
  Front Axle Shaft
  Front Brakes & Rotors
  Rear Brakes & Rotors
  
  Total of repairs completed $3492.46 includes tax – customer paid that balance for work completed only , also there were suggested repairs declined by customer and some repairs were unable to be performed based on vehicle age and condition
  Customers Vehicle has branded title – rebuilt and salvaged along with excessive corrosion, making all repairs unable to be completed nor cost effective as customer declined those options. Again customer was only charged for work completed and will be sent a refund of $189.94 – only repair requested not performed and customer was charged.
  
  There is no basis for full refund as all work listed above was in fact completed. 
  Chapman Ford 

  Customer Answer

  Date: 08/09/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: as I explain to them the overages they charge me double time for everything that they did H it shouldn’t have taken them almost 7 hours to drill out a lug nut they’re trying to use the excuse that the truck was corroded with rust which it was and I don’t understand where the reconstructed title would have to do with repairs they were not clear on what they were gonna fix and not gonna fix and I did call in on that because when they send their invoice through text message not email it’s not clear on what they’re doing and just like all this suspension work that they had said that needs to be done I did deny it I also didn’t want to get the alignment because of all the suspension work that needs to be done because like I said and was on a recorded line it is a waste of money it took them three hours to install a switch for my seat and they said that they diagnosed it no I told them that it was bad and that they ordered the switch for $78 but charge me almost $500 to install it they are crooks and I will be seeking legal actions this seems to be a trend for them if you follow other reviews with people with older cars this is what they do.
  
  Regards,
  
  ****************************
  

• Initial Complaint

  Date:07/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello. My car was taken into service by Roy F******** at Chapman Ford on May 29 2022. I was sent a video from the technician explaining that a bushing and silencer in my rear subframe connector were loose and needed to be replaced as well as my rear shocks which were leaking oil. The repair was to be done within a few days. My car then sat even though I had an appointment for two weeks before work began. Within a day of starting the repair and pricing out the parts the technician discovered that the bushings can not just be replaced the entire subframe connector needed to and I was told that they may deny my warranty now. So a bad bushing was fine, a bushing that requires a subframe to be replaced wasn't? They threatened me at the dealership that I would have to pay for the repair work if corporate denied the warranty and that they wouldn't give me the repaired car back until I either paid or the warranty was approved. Jim C**** the manager said "I can't be stuck with the bill." The car still took another 2-3 weeks to be finished and then I was denied receipt of the car even though I had the repair order showing $0 customer cost unless I paid $4500 or corporate approved the warranty. They held my car for over a week locked up. I got the car back approved and the noise was still present. After all of that the car is still making a noise. I brought the car back on July 23 and was contacted on July 25 and told "Due to the fact that you left us a negative corporate provided survey and review we no longer wish to work on your car." Because I left a warranted negative customer experience with corporate they refuse to work on or complete my vehicle repairs. I said "You're not fixing my car because my accurate negative review hurt your feelings?" To which I was told "Yessir." One of the new issues they caused themselves because they forgot to plug something in. Chapman is refusing to honor my $4500+ warranty work. They took Ford's corporate money and ran.

  Business Response

  Date: 07/29/2022

  To whom it may concern
  
  Chapman representatives met with customer to discuss his repairs in question. Several statements in the complaint are simply not as stated and are being taken out of context to control his narrative.
  Customers statement is below -
  They threatened me at the dealership that I would have to pay for the repair work if corporate denied the warranty and that they would not give me the repaired car back until I either paid or the warranty was approved.
  There was never a threat by anyone – simply a conversation with the customer in reference to the repair that was needed and those reasons for the conversation are as follows.
  The Technician needed to explain why the repair was larger than first diagnosed and that damaged parts were a part of a bigger system and to fix the issue more parts would need replacement.
  The vehicle was purchased from a non-OEM facility & had previous warranty repairs.
  The previous repairs were covered under warranty and the Technician who worked on this vehicle made mention of the vehicle being driven very excessively which in cases can lead to denied warranty claims due to misuse of the vehicle.
  The customer was in complete understanding of all three things stated above. Which in fact was the reason behind the conversation to discuss everything needed before we proceed.
  We met with the customer, to set the table for the repair (could be covered or may not be based on Fords discretion). The customer also asked me to reach out to the dealer he purchased the vehicle from which I did on the customers behalf. The dealer would not pay for the repairs but stated they would consider helping the customer if Ford would not cover the warranty claim.
  Again, after speaking to both customer and dealership where he purchased vehicle – I offered the following solution. We would work on the vehicle, and we would submit the claim to Ford Warranty and if the manufacturer approved and paid claim everything would be repaired at no charge to the customer. To further help both the customer and the dealer he purchased from, in the event the repair was not covered, I told both parties that if the manufacturer declined to pay for the claim that Chapman would reduce all parts and labor to dead cost only, and that we would not make a profit, we would only pay our staff and cost for our parts. I sent direct email to the customer explaining the complete parameters of this solution and what the outcome would be in either case. His purchasing dealership agreed they would pay ½ of the repair should warranty no cover the repair. The did state they would split the repair with Chapman. Chapman would not be responsible for half of repair we did nothing to be responsible for. That total was $1800.00. I forwarded all this directly to customer. He was informed the following. We will fix the vehicle and submit the repair under warranty if claim was approved, we are complete. If repair were denied CUSTOMER would pay discounted price of $1800.00. Of which his previous dealer would pay him half that amount so customer would pay difference should we ever come to that conclusion. Chapman got the customers approval on both accounts and was aware of everything stated above before we began any repairs. We have his approval of the terms in writing via email. Chapman proceeded with the repair, completed the repair, submitted the warranty claim and that claim was approved, when the company was paid from Ford, we released the vehicle to the customer.
  Chapman did everything we said we would do. Our issue at Chapman is the customer is not a certified Ford technician, he is not certified Ford Warranty administrator, the customer is not qualified to determine what is and what is not covered under warranty. He was argumentative and demanding and disagreed with everything we informed him off but agreed to the terms stated above. We did all we could to accommodate and help the customer. We simply feel there is nothing more we can do in this situation. We feel any further work will only lead to future problems. During the first repair again, the customer was exceedingly difficult to deal with and makes determinations himself, yet he is again not certified Ford technician or Warranty administrator, we cannot let a customer dictate what repairs are covered and what is not covered by Ford. The customers vehicle has a manufacturer’s warranty he can take the vehicle to any Ford Dealer. The reviews speak the same language he spoke to us even after Chapman followed through on everything stated above and customer agreed to and the concessions, we made in the event the claim was denied.
  
  As a result of the reviews and the BBB complaint, in good faith, I reached out to the customer to discuss everything with an open mind and to work an amicable solution. I received no reply. We see no reason to do any further business with the customer. We can not control negative reviews. But we do reserve the right to refuse service for reasons such as the above statements.
   Thank You Jim C*****
  

  Business Response

  Date: 08/15/2022

  To Whom It May Concern-

  Chapman has consistently emailed customer and responded to the BBB. Asking the customer to come into the dealership or contact via phone. The customer responds the same way repeatedly stating he will in fact come in to discuss his issue. He does not show or call. His above statement of coming into the dealership with his vehicle a second time was in fact before he even made a complaint to the BBB. Again, the facts are not correct the details are not correct. the timelines are not correct. Chapman has chains of emails, and they support the facts and the timing of each dealing with the customer. We make no attempt to control the facts or use them to distort the truth and or  the facts. In closing at this point - there will be no further contact with the customer. 
  
  Chapman has done all that it reasonable to satisfy this customer. The customer continues to misrepresent the facts and refuses to act in good faith. Given these circumstances, Chapman has now referred this matter to legal counsel.

  Customer Answer

  Date: 08/29/2022

  I asked several times for Jim C**** to answer in writing my questions as to why I was told that not come back to the dealership and if he approved voiding my work order to repair the exhaust selection mode which was turned off by his technician and also to repair the initial damage to the rear of the vehicle which was not repaired during the initial repair. My vehicle was left misdiagnosed and they repaired the wrong parts and left me with even more repair work needed than when I came in. Jim keeps asking for me to call him or to come in and that's where the he said she said stuff starts. Jim claims to have answered my questions but again he hasn't. He flat out refused to put in print the answers so that I could physically hold him to his word. Therefore we are at a stalemate and I'm unhappy with the work done at Chapman.

• Initial Complaint

  Date:06/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took my suv into the dealer to be diagnosed on friday 6/03/22 had to pay for a diagnoses test to see why my car was shaking while in drive and revers. got a call a few days later saying the issue was the motor mount and transmission mounts were broken. that what was causing the issue. so i said go ahead fix that. they also suggested a spark plug replacement. which intially i was not going to get done. but called back and asked them to replace that as well. a week goes by dont hear antyhing. found out they were waiting on parts to be delivered. no issue there. parts were delivered friday 6-10-22 after i called and got the run around someone finally said parts are here but not sure if the mechanic will be in and since the mechaninc gets paid for the job shes the only one who can work on the car. got a courtesy video Monday afternoon showing parts replaced and in that video they say specifically these are the parts we suggested needed fixing(not once did they suggest the motor mount or tranny mounts was a option to fix. they said this was the reason why the car was shaking) go through show all parts replaced and at the end they say fixed all recommended parts but issue still exist. now that Monday no call nothing. called Tuesday mechanics busy but they will need to run a diagnoses on transmission. and she will call back when she's done with customer. never got a call. call today 6-15-22 still cant get hold of the mechanic and no answers. coming up on 2 weeks without a car and 1600 in repairs and still no answer.

  Business Response

  Date: 07/15/2022

  Customer brought their vehicle in on 6/3/22, repair order ******, for maintenance and vibration concern at idle. Initial diagnosis found spark plugs overdue for replacement & torn motor and transmission mounts. Customer approved repairs on all mounts & spark plug replacement. After initial repairs were completed, technician road tested vehicle and found that the idle condition improved however was still present. Additional diagnosis was recommended and the customer decided to perform additional diagnosis. During this diagnosis, a transmission condition was found after an extensive road test and PCM(Powertrain control module) monitoring. This information was conveyed to the customer and customer declined to have repairs performed and traded in vehicle at dealership where sales department manager helped with trade in. Customer did not pay for repairs and was taken care of in house at the dealership.

  Repairs were approved by customer tech did repairs. Did not fix the problem so I refunded to money towards the repairs that the customer did need. After all said and done he traded the car in. Thank you Jim C****