Chapman Chevrolet

I communicated with her all day on Sunday...The new body design [redacted] only comes with a turbo cylinder...We offered to trade her out of it with something in stock...she was at the dealership on monday and sent me this email "Tom ,I had my vehicle service todayfantastic staff.I was hoping to have meet face to face..." She is welcome to pick something out of stock and we can trade her out of the ***

MrJackson has already disputed this complaint with his credit card company and they upheld our positionWe did deliver a vehicle to MrJackson and the bank bounced his contract because they determined he falsified his employer and incomeWe made many attempts to have MrJackson return the Vehicle and he broke all promisesWe finally hired a recovery company to retrieve his vehicle which cost more than the $from MrJackson

No refund will be provided for work authorized by this customer

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] told owner I would take reasonable the the size dent on the rear of his vehicle , my damages right rotor caliber pads and missing hub cap the tittle to my vehicle is PA , cost of dollars on me., I turn the claim into my insurance company to handle ,he is refusing this ,because he just don't want to return my dollars owner and staff are just not honest , employess to me the car had been driven by staff,.because of all this im out dollars and my vehicle ,

Chapman Chevrolet prior to receiving this complaint had already committed to and repaired the vehicle at no cost to the customerThe only unfortunate event was that the customer even at Chapman Chevrolet's expense did not meet the rental requirements of [redacted] rentalAt this point we have meet the customer expectation of repair and we are awaiting the customer to pick up their vehicle Sincerely, Gary F [redacted] Service Manager Chapman Chevrolet

Attached you will find the two deal worksheets and the two "we owes" of what was due to [redacted] & his family...neither say anything about a trade or paying lease payments to [redacted] (leasing company)...you will also find our email correspondence from yesterday (the first time he contacted me)...the email includes his threats of defamation and use of attorneys...I also included the defaming review he posted yesterday about our business and employees before I was done the investigation on our end, along with a defaming review he posted about another dealership less than a mile down the street from us...yesterday, I requested a copy of the bill statements two times in our correspondence...I still have not received them...I interviewed the salesperson (Darius) and he stated [redacted] said "both leases had no payments left"...If we were to set up payments to a leasing company, it would have been printed on the "we owe" slip (which was given to him) and written on the deal worksheet when we presented the payments to [redacted] and his family...I can understand his confusion being that he leased the cars within months of each other at the other dealership three years ago.Tell us why here

Below is a response from the company which I do not feel is not worth reopening the case unless they provide me with proof coming from them backing up the From: Gary F*< [redacted] @chapmanautogroup.com>Date: Thu, May 21, at 9:AMSubject: RE: [redacted] To: " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org> Hi [redacted] , We have expended all potential goodwill to [redacted] he was never berated and was treated as good as possibleWe cannot offer anymore than what we have already providedGary F [redacted] Service Director Chapman Nissan Chapman Chevrolet [redacted] Store # ext[redacted] Cell # [redacted] @chapmanautogroup.com

Dear *** ***,
We do not offer loaner vehicles but we do get a our customers a discounted rate from *** or ***
Thank You,
Gary F*
Service Manager

12/5/Customer came in on 11/26/at 8:53am and complained of engine light on, heat is not working and fan is constantly on and very loudCustomer signed repair order and signed off on diagnostic for $114,95(see attached)My technician diagnosed the engine light
and coolant issue as a leaking outlet hose for the surge tank going to engine coolant outlet.Customer does have an extended warranty through *** with a $deductibleWe ran the labor operation through the automated *** online website(see attached) and the hose is not covered under the *** warrantyCustomer declined the repairs and then didn't have enough money to pay us for the diagnosticsMy advisor reduced the repair invoice total to help her out and customer agreed to pay the balance when she gets the repairs completedIn reference to the recall ***(see attached) the procedure is to inspect the cooling system level and fill it to the appropriate level if it is lowThe recall has nothing to do with external leaks, it refers to air trapped in the cooling system from the factory and may purge and cause low engine coolant levelsIn reference to the situation on 12/4/14, ***'s boyfriend came in to my service write up area and was using vulgar language in front of service advisors(one of which was a lady), my service advisor escorted him to his vehicle and asked him to leaveHe parked his vehicle in our parking lot and reentered the buildingI asked him and *** to exit our dealership and informed them they were no longer welcome here and we would refuse to service their vehicle in the futureThey both refused to leave, created a scene in my customer waiting room, which required us to contact the policeIn closing, we do not owe customer anything, she actually owes us $look forward to your closing of this case with a complete understanding of the details for this matter.RespectfullyPaul RService Manager

From: Gary F*
arial, sans-serif;">Date: Wed, May 6, at 10:AMSubject: ***To: "***@myRevdex.com.org"

This is the email sent to the attorney general.Dear *** ***, We have been trying to contact *** *** regarding the completion of the recall and steering wheel replacementOn her vehicleWe were able to obtain goodwill assistance on behalf of *** *** her participation would be $285.00Plus tax
*** *** will pay the balanceIn addition *** *** has been in a rental which we provided as goodwillFor days and *** rental has been notified that the balance is at *** ***’s ExpenseSince these other repairs are notRelated to the recall we have done everything we can to make her happy but we have never heard back from since 09/07/2017. Gary F*Fixed Operations DirectorChapman *** & **Chapman ***Chapman Chevrolet***@chapmanautogroup.com

*** *** did have the throttle body replaced under the *** *** special policy in 12/Currently the vehicle is over years old and has over 100,miles and has no warranties remaining from ChevroletThe customer was notified that there are several other diagnostic trouble codes
related to the check engine light that require further diagnosis and repairBecause the car is outside of the ** warranty *** *** would be responsible for the cost of repairsWe would gladly offer him a 25% discounts on future repair if this would help
Thank You,
Gary F*
Service Manager

My car has been in the mechanic shop since 6/8/and like any other customer, I call to check the status on my vehicle and all I would get is "we are waiting, we are waiting"the communication was very poor, I am not just a woman, but I am a woman who knows something's about carsAnd I know that it does not take days to fix a water pump or to do head gasketsMost of the answers that I did receive came from my warranty company because I told the service guy Joe exactly what was translated to me and made him aware that I know that the warranty people is not the hold up, but it is the dealership itselfJoe gave me the run around over the phone, Gary gave me no resolution and last I spoken to was a man named Eric and he had no idea what was going on with my car, but stated that the notes on the vehicle were all screwed upAt this point I am looking at the fact that I am a woman, b*** and M*** as to why I was treated the way that I amAll the calls are recorded at the dealership so about twice I got frustrated because they never gave me direct answers as to when I can just pick my car upI do not want the work anymore or the service my experience is horribleI would never refer a person to them because of the poor quality SERVICE THAT WAS GIVEN TO ME

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: As my notes and conversations have been recorded and documented; I was told to keep the rental until you all fixed my vehicleYou have not completed your part of this contract thus farIf it weren't for your unrelenting desire to not do the right thing; we wouldn't be having this conversation. This all could have been alleviated months ago; however; I have had to go through drastic measures in order for you to respondYou are not working on good faith, you are trying to work to save your faceNow you are faced with these options (1) pay for the rental, (2) pay for the inspection that was due 09/30/(3) complete guarantee that what ever you have done to my car since 07/19/has all safety regulations updated (4) Issue me a new vehicleI've contacted JH*** (GManager) times today and no response yetI had to call back to the parts department and ask when the steering wheel would be arrivingI was told by Dan *** *** should have it shipped this weekI received a call from *** Rental and they can't seem to be able to get a call back from your office. Once again, Chapman; your management team might be better served serving burgers instead of running you company into the ground of incompetence. The sad part is I wanted to trade in because I've always preferred your vehicles and the loyalty of *** ***....These actions toward a loyal customer has turned my stomach.
Regards,
*** ***

Chapman Chevrolet prior to receiving this complaint had already committed to and repaired the vehicle at no cost to the customerThe only unfortunate event was that the customer even at Chapman Chevrolet's expense did not meet the rental requirements of *** rentalAt this point we have meet the
customer expectation of repair and we are awaiting the customer to pick up their vehicle
Sincerely,
Gary F*
Service Manager
Chapman Chevrolet

** *** came in for a check engine diagnosis on 10/06/2016. Cause was the water pump was leaking and insufficient water flow. Technician replaced the water pump and reset the check engine light and at $cost to ** ***. After she came in to pick up with vehicle on
10/06, the check engine light went on again. She came back after service hours and a sales manager took her vehicle to a technician who was working after his scheduled hours. They placed more coolant in the vehicle, but that did not solve the problem. According to interviews with the sales manager, another employee, and a customer who worked with ** *** at her place of employment, she became very belligerent and wanted her bumper repaired also. The sales manager didn't approve of the way he was being talked to and recommended she talk to myself the next day. I talked to ** *** on 10/07/2016. Went through what was wrong with her vehicle and looked at the damage which appeared to have been hit. I spoke to her for over minutes when she proceeded to tell me she wanted an apology and I was trying to get her off the phone. We repaired the vehicle (exhaust sensor) at $cost to ** ***. After my phone conversation, I interviewed the service advisor who helped her, the sales manager who helped her, another employee, and the customer who was there that day. All four had the same opinion of ** *** being difficult and belligerent. When ** *** came to pick up her vehicle on 10/07/2016, I let her know I interviewed everyone and she didn't agree with their opinions. She left letting me know she will never be back and that she was going to report us to Revdex.com

THE DEAL WAS MARKED TRANSFER TAGS
"background- background-position: initial initial; background-repeat: initial initial;">ON THE DEAL JACKET. WHICH IS WHAT WE DID. WE SENT THE PAPEWORK TO NJMVC TO HAVE CORRECTED AFTER THE CUSTOMER CALLED AND SAID SHE STILL HAS HER OLD CAR AND DID NOT WANT TO TRANSFER. WE HAD TO DO PAPERWORK TO TRANSFER THE PLATES OF OFF THE NEW VEHICLE BACK ON TO HER OLD VEHICLE AND THEN PAPERWORK TO GET NEW PLATES ON HER NEW VEHICLE. PAPERWORK AND CHECKS WERE NEEDED. THIS ALL DOESN’T HAPPEN OVERNIGHT
I KNOW PEOPLE THINK THINGS CAN BE FIXED IN A SNAP OF OUR FINGERS BUT IT REALLY DOESN'T HAPPEN THAT WAY. I AM HOPING EITHER TOMORROW OR MONDAY TO HAVE THE CORRECTIONS COMPLETE WITH NJ
I WILL LET YOU KNOW AS SOON AS I SEE IT

I communicated with her all day on Sunday...The 2016 new body design [redacted] only comes with a turbo 4 cylinder...We offered to trade her out of it with something in stock...she was at the dealership on monday and sent me this email "Tom ,I had my vehicle service today. fantastic staff.I was hoping to...

have meet face to face..." She is welcome to pick something out of stock and we can trade her out of the 2016 [redacted].

THE DEAL WAS MARKED TRANSFER TAGS ON THE DEAL JACKET.  WHICH IS WHAT WE DID.   WE SENT THE PAPEWORK TO NJMVC TO HAVE CORRECTED AFTER THE CUSTOMER CALLED AND SAID SHE STILL HAS HER OLD CAR AND DID NOT WANT TO TRANSFER.    WE HAD TO DO PAPERWORK TO TRANSFER THE...

PLATES OF OFF THE NEW VEHICLE BACK ON TO HER OLD VEHICLE AND THEN PAPERWORK TO GET NEW PLATES ON HER NEW VEHICLE.   PAPERWORK AND CHECKS WERE NEEDED.  THIS ALL DOESN’T HAPPEN OVERNIGHT. I KNOW PEOPLE THINK THINGS CAN BE FIXED IN A SNAP OF OUR FINGERS BUT IT REALLY DOESN'T HAPPEN THAT WAY.  I AM HOPING EITHER TOMORROW OR MONDAY TO HAVE THE CORRECTIONS COMPLETE WITH NJ. I WILL LET YOU KNOW AS SOON AS I SEE IT.

Don't let [redacted] foul you...we have been played by her games for two years now...her husband is a mechanic and she gets her vehicle serviced at other locations...she already emailed you the timeline of events I sent her...you can see it was only the last time she was in that she was charged a...

diagnosis fee (we [redacted]'d her a reimbursement check yesterday)...that is what started all of this...there are zero maintenance records for either vehicle during the course of ownership on [redacted]...she had a couple issues with her first vehicle...a 2010 [redacted], which we fixed for $0 cost to her every time (we thought we were doing the right thing by the customer)...we traded her out of the vehicle after 6 months of ownership, gave her more than she paid for it, and lowered her interest rate...the net loss combined of both sales was $3400 (again, we thought we were doing the right thing by the customer)...she continued to have engine issues with the 2nd vehicle she purchased...every time we serviced the vehicle, we charged her $0 (again, we thought we were doing the right thing by the customer)...she brought the vehicle in last week...it was MISSING head light bulbs, had a replaced alternator, a blown ECM fuse, lower valance ripped off, and the wheel well liners were ripped out...her and her husband disclosed to us that the vehicle has been worked on by another person and her husband...she declined any repair that we recommended and paid the $158 diagnosis fee...she called the service manager on 8/15 to say the vehicle wont start...he said to get it towed up here and we will look at it...she immediately sent me a scolding email stating we sold her 2 lemons, she is going to contact her attorney, the local news media, and she doesnt want us to work on her vehicle (at this point, we believe this to be a ploy to get all the repairs fixed for free)...I then replied that she needs to get a second opinion from another dealership as to what is wrong with it and said I would reimburse her the diag fee ($158)...she has already defamed my personal name and the business on social media...again, every time she had an issue with both preowned vehicles she purchased (a 2010 with 60000 miles and a 2011 with 50000 miles) we charged her $0 to fix the vehicle...she believes it is not relevant that she has another person and/or her husband work on the vehicle and when they cant fix it and/or break it, they come to us.  WHAT ARE THE CHANCES THAT BOTH VEHICLES SHE PURCHASED HAD INTERNAL ENGINE DAMAGE and now she wants another replacement vehicle. The dealership has been nothing but nice and went above and beyond to help her even when she would act belligerent and hostile towards the employees.  She does have an [redacted] warranty on her current vehicle that is accepted at other locations...I am not sure her issues will be repaired by the extended warranty because it seems like the issues are from an incompetent mechanic.  You are welcome to email me with any questions [redacted]@chapmanautogroup.com