Chapman Ford and Volkswagon

Wuerstle Corp pt pt / [redacted] Style Definitions */ December 31, 2015Dear MsButts: I write in my capacity as counsel to Chapman Ford and Volkswagen (“Chapman”) and in response to complaint ID # [redacted] filed on December 22, by Jacob Santiago (the “Customer”) In his statement, the Customer alleges faulty repair work performed by Chapman on the Customer’s Ford [redacted] The Customer claims that he has brought his car into Chapman times in the last six (6) months I asked my client to review the file In actuality, the Customer has brought his vehicle into Chapman seven (7) times in the last six (6) months Those service visits are summarized as follows: Date Mileage Issue 7/7/162,Customer complained of a loud noise from the front end of the vehicle Problem identified and new steering rack installed 7/24/ 162,Customer complained of noise when turning wheel over bumps Technician discovered after-market lower control arms ( [redacted] parts) that had been improperly installed by someone other than Chapman and thus were hitting the sway bar Parts replaced 8/4/163,Customer complained that transmission fluid was over-filled and about noise in front end Chapman drained a quart of transmission fluid, road tested vehicle, and tightened sub-frame bolts 10/1/167, Customer complained that the temperature gauge had registered in the red on two (2) occasions.Chapman discovered that the vehicle needed new cooling fan motorsCustomer declined having this work performed 10/24/168,Customer complained about cooling system again Customer now authorized repair Chapman installed new cooling fan motors as previously suggested 12/17/Customer complained that check-engine light had come on and of poor acceleration Chapman replaced coils, injectors, and cracked sparked plugs 12/23/Customer complained of oil all over engine carriage.Chapman discovered that the oil fill cap was leaking Chapman cleaned under the hood, reset oil level, and provided a new oil cap free of charge It must be noted that the vehicle in question is six (6) years old with substantial mileage (over 160,at first visit listed above) There is also evidence that the Customer is either working on the vehicle himself or having others (apart from Chapman) do such work, as after-market parts have been discoveredMoreover, the Customer is blatantly exaggerating certain parts of his complaint He has not brought the vehicle into Chapman times in the last six (6) months, but rather times He has not been over-charged for the repairs performed, nor was “Every Repair Always In The Thousand of Dollars Range” To the contrary, he was not charged at all for some repairs and he even refused repairs upon another visit His claim that “ Out Of The Ten” repairs were “For The Same Issues” is patently false, as evidenced by the chart above Furthermore, the Customer presents no proof to support his claim that “The Service and Repairs End Up Costing Double The Amount of Other Dealers”; only some vague reference to the “Athens Dealership”Most importantly, Chapman categorically rejects the Customer’s claim that the dealership “Fixes a Part and Further Breaks [sic] Another Part” Chapman does not engage in such business practicesThe Customer is evidently unhappy with an older, high-mileage, car and the mounting repair bills that often arise when keeping such a vehicle on the road The Customer clearly drives the vehicle often, as he put on 10,miles in the last six (6) months alone Vehicles with 170,+ miles typically require more repairs and maintenance than a newer model That fact alone does not mean that the dealership is at fault or that any repair work was performed improperlyChapman cannot agree to the Customer’s blanket request to simply “repair” the vehicle, at whatever the cost, to whatever is Customer’s level of satisfaction Sincerely, Jack * W [redacted] , Esquire Counsel to Chapman Ford and Volkswagen

The customer's reply to the business's response is inconsistent with customer's prior statement, as well as misleading The customer admits in his originally statement that he dropped the car off at Chapman because he was in Philadelphia "visiting for the weekend" Now the customer is arguing that he drove his car all the way from New York to Philadelphia just to have it serviced at this particular Ford dealership, with whom he had no prior business relationship Moreover, it is denied that Chapman reduced the invoice in response to the customer's complaint Indeed,counsel was not even aware of the complaint until the day after the invoice was adjusted Finally, it should be noted that the customer continues to ignore certain facts (such as in his original statement when he fails to mention the true amount that his invoice was reduced) and continues to speculate as to what really occurred (suggesting that Chapman only worked with him after he filed his complaint) Clearly the customer does not even want to pay the minimal amount that he ended up paying, and is willing to say whatever is necessary (accurate or not) to argue his point

[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] I just want to add that I'm not completely satisfied, chapman ford can keep their 26.00dollars I dont need then, thank you for the service and (your costumer service) the truth is that I will never buy a car from ford chapman neither my family or friends att: [redacted]

May 19, Dear [redacted] ***: I write in my capacity as counsel to Chapman Ford and Volkswagen (“Chapman”) and in response to Pennsylvania complaint # [redacted] filed on May 14, In his statement, the Customer complains of the amount of his GAP coverage refund The Customer apparently believes that he is entitled to a full refund of his GAP coverage upon payment in full on his loan from Ford Credit The Customer references a letter from Ford Credit that he received upon payment in full on his loan That letter, dated October 21, 2013, is attached hereto as Exhibit “A’ The Customer incorrectly represents the content of this letter The letter does not state, as the Customer suggests, that he is entitled to a full refund on his GAP coverage To the contrary, the letter in question states that the Customer “may be entitled to a refund of the unused GAP coverage premiums if [his] contract was paid-in-full prior to its original maturity date” The Customer purchased the vehicle in question in January of He did not pay off his loan until October 2013; just two (2) months prior to the maturity date His refund is pro rata over that period Had he waited another two (2) months to pay off the loan, he would have received no refund whatsoever The Customer’s GAP coverage cancellation request form is attached hereto as Exhibit “B” This form is signed by the Customer In paragraph number one, it states: You understand that you have an unequivocal right to cancel the GAP Agreement at any time If you cancel the GAP Agreement within sixty (60) days of the date of purchase, then you receive a full refund of the GAP Agreement purchase price If you cancel the GAP Agreement after sixty (60) days of the date of purchase, then the refund will be prorated based on the number elapsed months since the GAP Agreement purchase date .” (emphasis added) Chapman properly refunded the Customer the $he was entitled to based upon when he cancelled his GAP coverage Chapman does not intend to offer anything further to the Customer Sincerely, [redacted] , Esquire Counsel to Chapman Ford and Volkswagen

The Customer's Statement of the Problems ("Statement") contains certain inaccuracies; some subtle and some not so subtle. The Statement implies that the customer "drove all the way from NY directly to Chapman Volkswagen to drop off [the] car" when, in fact, the customer was in town visiting
for the weekend anyway. Thus, any inference that the trip from New York to Philadelphia was caused by Chapman is not correct. The vehicle was then dropped off the Monday night in question, but after close of business. Unfortunately, an oversight did occur, which resulted in a work order not being written up. However, the customer is blatantly incorrect in stating that Chapman only offered to reduce the invoice by $as an accommodation. The truth is that Chapman reduced the invoice by 50% (see invoice attached). Customer did not pay $for the service in question, as represented in the Statement

[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: I do not need to have a prior relationship with Chapman in order to schedule a service appointmentThat is ridiculous and absurd and only tries to negate the fact that Chapman incorrectly scheduled a diagnostic appointment on a day when it's not even providedAdditionally, the Revdex.com complaint was filed after discussion with service manager which was prior to any conclusion hence, although no payment had been made when the complaint was filed, the $originally quoted was what was noted on the complaint form to reflect accuracy of discussion with Revdex.com service managerAs per my last response, I agreed that the final payment made was accurate as reflected on the invoice, however, based on Chapman's original oversight which spearheaded this entire ordeal and inconvenienced me multiple times, I do not believe I should have to pay a centFurthermore, business should be extremely ashamed of themselves for dragging out this minor issue with a customer who is clearly stating that they were inconvenienced and dissatisfied with treatment receivedBusiness should place customers and their satisfaction above allThis entire issue reflects very poorly on Chapman.
Regards,
*** ***

December 31, Dear MsButts:
I
write in my capacity as counsel to Chapman Ford and Volkswagen (“Chapman”) and
in response to complaint ID #*** filed on December 22, by Jacob
Santiago (the “Customer”)
In
his statement, the Customer alleges faulty repair work performed by Chapman on the
Customer’s Ford ***. The
Customer claims that he has brought his car into Chapman times in the last
six (6) months
I
asked my client to review the file.
In actuality, the Customer has brought his vehicle into Chapman seven
(7) times in the last six (6) months.
Those service visits are summarized as follows:
Date Mileage Issue
7/7/162,Customer complained of a
loud noise from the front end of the vehicle
Problem identified and new steering rack installed.
7/24/15 162,Customer complained of noise when turning wheel
over bumps
Technician discovered after-market lower control arms (*** *** parts) that had
been improperly installed by someone other than Chapman and thus were hitting the
sway bar. Parts replaced.
8/4/163,Customer complained
that transmission fluid was over-filled and
about noise in front end. Chapman
drained a quart of transmission fluid, road tested vehicle, and tightened
sub-frame bolts
10/1/167, Customer complained
that the temperature gauge had registered in the
red on two (2) occasions.Chapman discovered that the vehicle needed new cooling fan motorsCustomer
declined having this work performed
10/24/168,Customer complained
about cooling system again. Customer now authorized
repair. Chapman installed new cooling
fan motors as previously suggested
12/17/Customer complained that
check-engine light had come on and of poor acceleration
Chapman replaced coils, injectors, and cracked sparked plugs
12/23/Customer complained of
oil all over engine carriage.Chapman
discovered that the oil fill cap was leaking.
Chapman cleaned under the hood, reset oil level, and provided a new oil
cap free
of charge.
It
must be noted that the vehicle in question is six (6) years old with substantial
mileage (over 160,at first visit listed above). There is also evidence that the Customer is either working
on the vehicle himself or having others (apart from Chapman) do such work, as
after-market parts have been discovered
Moreover, the
Customer is blatantly exaggerating certain parts of his complaint. He has not brought the vehicle into
Chapman times in the last six (6) months, but rather times. He has not been over-charged for the
repairs performed, nor was “Every Repair Always In The Thousand of
Dollars Range”. To the contrary, he
was not charged at all for some repairs and he even refused repairs upon
another visit. His claim that “
Out Of The Ten” repairs were “For The Same Issues” is patently false, as
evidenced by the chart above.
Furthermore, the Customer presents no proof to support his claim that
“The Service and Repairs End Up Costing Double The Amount of Other Dealers”;
only some vague reference to the “Athens Dealership” Most
importantly, Chapman categorically rejects the Customer’s claim that the
dealership “Fixes a Part and Further Breaks [sic] Another Part”. Chapman does not engage in such
business practices The Customer is evidently
unhappy with an older, high-mileage, car and the mounting repair bills that
often arise when keeping such a vehicle on the road. The Customer clearly drives the vehicle often,
as he put on 10,miles in the last six (6) months alone. Vehicles with 170,+ miles typically
require more repairs and maintenance than a newer model. That fact alone does not mean that the
dealership is at fault or that any repair work was performed improperly Chapman cannot agree to
the Customer’s blanket request to simply “repair” the vehicle, at whatever the cost,
to whatever is Customer’s level of satisfaction
Sincerely,
Jack *
W***, Esquire
Counsel
to Chapman Ford and Volkswagen

[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: I have spoken with so many people even the manager about my leaseI have always owned and never leasedI was never given a mileage amount for my vehicle at allI have asked to get out of my lease before I was to exceed the mileage and no one would help meThey all told me they could not help me once they got their moneyThis company was referred to me by my family members and I though the manager was very nice but I will be given them a review for their horrible servicesno one is helpfulI was sold a lemon then they placed me in this lease and told me that it would not be for long and then I would be able to purchase again like I have always done because of the previous loanThis was the fix from being sold a lemon off their lotI was not sitting alone when I signed my lease and cannot make this up with not being told about mileage nd going over and just fully being explainedI sat at the dealership all day that day and was pretty much rushed through everythingI am a everyday driver and this is what I told themThey pretty much gave me the mileage they wanted me to have, because given what I have been told nowI could never do a lease everThis business just wants money and clearly doesn't care about their customersI had made so many calls to this business and have gotten nowhere with anyoneJust messages left and no returned calls or help whatsoeverThis business is all about the money and I will definitely let all my family and friends know to not deal with this company in the future
Regards,
*** ***

[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 Administratively Resolved]
Complaint: ***I am rejecting this response because: I'm Going To Take Them One At A Time:# - December 17, 2015 I Have Pictures That Proves Chapman Ford Service Did Not Replace A Leaking Cap But A Missing Cap..After Paying { $= In Car Rental Fee's } for The Oil Change & Spark Plug Service, " There Mechanics Should Have Double Checked To See if The Cap Was On and Everything In Order... " The Missing Oil Cap Resulted In The Engine & Undercarriage Soaked & Bathed In OilIn My View It Was Total Disregard of Customer Care & Safety "... " God Forbid The Truck Would Have Caught Fire On The Way Home! " Finally on December 23, The Truck Was Brought Into The Shop a New Oil Cap Was Put On Oil Levels Reset & Apology Given To Me " # - July 7, - July 24, and The Remaining Part of The month Was Spent In & Out Repairing The Front End Not to Mention it Was Given To Me With Grease All Over The Steering Whell & On The Seat Which They Cleaned later After I Complained! I Also Have Receipts & Records of The Rental Slips Which Proves All The Times I'v Have To Rent A Vehicle During There Mistakes!# This Is Last & Major Complaint: On December 22,The Check Engine Light Appeared Again on The Dash After I Made It A Point To Alert Chapman When I Got Home By Phone Call That The Truck Was Smoking Only To Find There Oil All Over The EnginePhone Records & Messages Left On Chapman Machine Will Prove That!Not To Mention Prior To That on December 17, The Truck Was Serviced For Spark Plugs & Coils..and An Oil Change..Why Five U Ask? " Because Prior To That Coil # & Spark Plug Where Replaced... " Now At That Time Given The History, Loyalty & Trust That I Have In Place With Chapman Ford Over The Years, With No Hesation Ever In Paying Full Cost on Service, Chapman Should Have Alerted ME That : In The Forgoing Repair Meaning: While You Had The Vehical In The Shop U Could Have Replaced All Injectors & Plugs!" Not Waited! " Knowingly That By Not Replacing All The Plugs & Injectors At The Same It Would Cause Damage To The Catalytic Converter!!! " Thats Bad Buisness! Weighing The Odds That The Vehicle Would Return For That Service... " I My Book Thats Call Double Dipping!!! I Payed For The Same Repair Twice!!!" I'm requested My Money Back on The First Repair or The last RepairEither One Will Suffice! I Also Have Receipts & Records on The Entitle Return Repairs That Should Have Been Repaired The First Time Around..To Close: The Mere Fact That Chapman Has Bought In Consul Only Suggests Guilt In Trying To Defend There Work & Reputation In This Matter!Further I Have Been A Good Customer for The Last Years +Plus, Whats Going In The Dealership Only Reflects A lack of Responsibility & RespectFor Customers Whom They Feel Would Not ComplainIn Speaking for Chapman This Is The Worst Experience I'v Ever Had With Them...And To Date No One Has Contacted Me Directly To Try And Rectify This... The Fact That Consul Is Answering For Chapman Ford Service Department Suggest Also A Lack of Prudence and This Is No Exaggeration!I Hope It Would Be The LastMy Suggestion Ti Chapman Is Add A Quality Control & Supervision DeptIs Important! They Have My Number They Can Call Me Direct ###-###-#### To Resolve Any Further Issues
Regards,
*** ***

The customer's reply to the business's response is inconsistent with customer's prior statement, as well as misleading.  The customer admits in his originally statement that he dropped the car off at Chapman because he was in Philadelphia "visiting for the weekend".  Now the customer is arguing that he drove his car all the way from New York to Philadelphia just to have it serviced at this particular Ford dealership, with whom he had no prior business relationship.  Moreover, it is denied that Chapman reduced the invoice in response to the customer's complaint.  Indeed,counsel was not even aware of the complaint until the day after the invoice was adjusted.  Finally, it should be noted that the customer continues to ignore certain facts (such as in his original statement when he fails to mention the true amount that his invoice was reduced) and continues to speculate as to what really occurred (suggesting that Chapman only worked with him after he filed his complaint).  Clearly the customer does not even want to pay the minimal amount that he ended up paying, and is willing to say whatever is necessary (accurate or not) to argue his point.

May 19, 2014 
Dear [redacted]:
I
write in my capacity as counsel to Chapman Ford and Volkswagen (“Chapman”) and
in response to Pennsylvania complaint #[redacted] filed on May 14, 2014.
In
his statement, the Customer complains of the amount of his GAP coverage
refund.   The Customer apparently
believes that he is entitled to a full refund of his GAP coverage upon payment
in full on his loan from Ford Credit.
The
Customer references a letter from Ford Credit that he received upon payment in
full on his loan.  That letter,
dated October 21, 2013, is attached hereto as Exhibit “A’.  The Customer incorrectly represents the
content of this letter.  The letter
does not state, as the Customer suggests, that he is entitled to a full
refund on his GAP coverage. 
To the contrary, the letter in question states that the Customer “may be
entitled to a refund of the unused . . . GAP coverage premiums
if [his] contract was paid-in-full prior to its original maturity date”. 
The
Customer purchased the vehicle in question in January of 2009.  He did not pay off his loan until
October 2013; just two (2) months prior to the maturity date.  His refund is pro rata over that
period.  Had he waited another two
(2) months to pay off the loan, he would have received no refund whatsoever.
The
Customer’s GAP coverage cancellation request form is attached hereto as Exhibit
“B”.  This form is signed by the
Customer.  In paragraph number one,
it states:
 
You understand that
you have an unequivocal right to cancel the GAP Agreement at any time.  If you cancel the GAP Agreement within
sixty (60) days of the date of purchase, then you receive a full refund of the GAP
Agreement purchase price.  If you
cancel the GAP Agreement after sixty
(60) days of the date of purchase, then the refund will be prorated based on the number elapsed months since
the GAP Agreement purchase date . . . .” (emphasis added).
 
Chapman
properly refunded the Customer the $26.00 he was entitled to based upon when he
cancelled his GAP coverage.  
Chapman does not intend to offer anything further to the Customer.
Sincerely,
[redacted], Esquire
Counsel
to Chapman Ford and Volkswagen

[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 Administratively Resolved]
 Complaint: [redacted]I am rejecting this response because: I'm Going To Take Them One At A Time:
# 1 - December 17, 2015  I Have Pictures That Proves Chapman Ford Service Did Not Replace A Leaking Cap But A Missing Cap..
After Paying { $1074.73 = 160.20 In Car Rental Fee's } for The Oil Change & Spark Plug Service, 
" There Mechanics Should Have Double Checked To See if The Cap Was On and Everything In Order... 
" The Missing Oil Cap Resulted In The Engine & Undercarriage Soaked & Bathed In Oil... In My View It Was Total Disregard of Customer Care & Safety "... 
" God Forbid The Truck Would Have Caught Fire On The Way Home!  
" Finally on December 23, 2015 The Truck Was Brought Into The Shop a New Oil Cap Was Put On Oil Levels Reset & Apology Given To Me " 
# 2 - July 7, 2015 - July 24, 2015 and The Remaining Part of The month Was Spent In & Out Repairing The Front End Not to Mention 
it Was Given To Me With Grease All Over The Steering Whell & On The Seat Which They Cleaned later After I Complained! 
I Also Have Receipts & Records of The Rental Slips Which Proves All The Times I'v Have To Rent A Vehicle During There Mistakes!
# 3 This Is Last & Major Complaint: On December 22,2015 The Check Engine Light Appeared Again on The Dash After I Made It A Point To Alert Chapman When I Got Home By Phone Call That The Truck Was Smoking Only To Find There Oil All Over The Engine.. Phone Records & Messages Left On Chapman Machine Will Prove That!
Not To Mention Prior To That on December 17, 2015 The Truck Was Serviced For 5 Spark Plugs & 5 Coils..and An Oil Change..
Why Five U Ask? 
" Because Prior To That Coil # 4 & Spark Plug Where Replaced... 
" Now At That Time Given The History, Loyalty & Trust That I Have In Place With Chapman Ford Over The Years, With No Hesation Ever In Paying Full Cost on Service, 
Chapman Should Have Alerted ME That : In The Forgoing Repair Meaning: While You Had The Vehical In The Shop U Could Have Replaced All 6 Injectors & Plugs!
" Not Waited! " Knowingly That By Not Replacing All The Plugs & Injectors At The Same It Would Cause Damage To The Catalytic Converter!!! 
" Thats Bad Buisness! Weighing The Odds That The Vehicle Would Return For That Service... 
" I My Book Thats Call Double Dipping!!! I Payed For The Same Repair Twice!!!
" I'm requested My Money Back on The First Repair or The last Repair.. Either One Will Suffice! 
 I Also Have Receipts & Records on The Entitle Return Repairs That Should Have Been Repaired The First Time Around..
To Close: The Mere Fact That Chapman Has Bought In Consul Only Suggests Guilt In Trying To Defend There Work & Reputation In This Matter!
Further I Have Been A Good Customer for The Last 10 Years +Plus, Whats Going In The Dealership Only Reflects A lack of Responsibility & Respect
For Customers Whom They Feel Would Not Complain... In Speaking for Chapman This Is The Worst Experience I'v Ever Had With Them...
And To Date No One Has Contacted Me Directly To Try And Rectify This... 
The Fact That Consul Is Answering For Chapman Ford Service Department Suggest Also A Lack of Prudence and This Is No Exaggeration!
I Hope It Would Be The Last... My Suggestion Ti Chapman Is Add A Quality Control & Supervision Dept. Is Important!  
They Have My Number They Can Call Me Direct ###-###-#### To Resolve Any Further Issues....
Regards,
[redacted]

Wuerstle Corp
/* Style Definitions
*/
December 31, 2015Dear MsButts:
I
write in my capacity as counsel to Chapman Ford and Volkswagen ("Chapman") and
in response to complaint ID #[redacted] filed on December 22, by Jacob
Santiago (the "Customer")
In
his statement, the Customer alleges faulty repair work performed by Chapman on the
Customer's Ford [redacted]The
Customer claims that he has brought his car into Chapman times in the last
six (6) months
I
asked my client to review the file
In actuality, the Customer has brought his vehicle into Chapman seven
(7) times in the last six (6) months
Those service visits are summarized as follows:
Date Mileage Issue
7/7/162,Customer complained of a
loud noise from the front end of the vehicle
Problem identified and new steering rack installed
7/24/162,Customer complained of noise when turning wheel
over bumps
Technician discovered after-market lower control arms ([redacted] parts) that had
been improperly installed by someone other than Chapman and thus were hitting the
sway barParts replaced
8/4/163,Customer complained
that transmission fluid was over-filled and
about noise in front endChapman
drained a quart of transmission fluid, road tested vehicle, and tightened
sub-frame bolts
10/1/167, Customer complained
that the temperature gauge had registered in the
red on two (2) occasions.Chapman discovered that the vehicle needed new cooling fan motorsCustomer
declined having this work performed
10/24/168,Customer complained
about cooling system againCustomer now authorized
repairChapman installed new cooling
fan motors as previously suggested
12/17/Customer complained that
check-engine light had come on and of poor acceleration
Chapman replaced coils, injectors, and cracked sparked plugs
12/23/Customer complained of
oil all over engine carriage.Chapman
discovered that the oil fill cap was leaking
Chapman cleaned under the hood, reset oil level, and provided a new oil
cap free
of charge
It
must be noted that the vehicle in question is six (6) years old with substantial
mileage (over 160,at first visit listed above)There is also evidence that the Customer is either working
on the vehicle himself or having others (apart from Chapman) do such work, as
after-market parts have been discoveredMoreover, the
Customer is blatantly exaggerating certain parts of his complaintHe has not brought the vehicle into
Chapman times in the last six (6) months, but rather timesHe has not been over-charged for the
repairs performed, nor was "Every Repair Always In The Thousand of
Dollars Range"To the contrary, he
was not charged at all for some repairs and he even refused repairs upon
another visitHis claim that "
Out Of The Ten" repairs were "For The Same Issues" is patently false, as
evidenced by the chart above
Furthermore, the Customer presents no proof to support his claim that
"The Service and Repairs End Up Costing Double The Amount of Other Dealers";
only some vague reference to the "Athens Dealership"Most
importantly, Chapman categorically rejects the Customer's claim that the
dealership "Fixes a Part and Further Breaks [sic] Another Part"Chapman does not engage in such
business practicesThe Customer is evidently
unhappy with an older, high-mileage, car and the mounting repair bills that
often arise when keeping such a vehicle on the roadThe Customer clearly drives the vehicle often,
as he put on 10,miles in the last six (6) months aloneVehicles with 170,+ miles typically
require more repairs and maintenance than a newer modelThat fact alone does not mean that the
dealership is at fault or that any repair work was performed improperlyChapman cannot agree to
the Customer's blanket request to simply "repair" the vehicle, at whatever the cost,
to whatever is Customer's level of satisfaction
Sincerely,
Jack *
W[redacted], Esquire
Counsel
to Chapman Ford and Volkswagen

[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]
I just want to add that I'm not completely satisfied, chapman ford can keep their 26.00dollars I dont need then, thank you for the service and (your costumer service) the truth is that I will never buy a car from ford chapman neither my family or friends att: [redacted]

The customer signed a standard lease agreement and chose her mileage option.  As with any lease, the lease payments are lower if a lower mileage option is chosen.  The monthly lease payment amount and corresponding mileage limitation are clearly depicted on the lease.  As with any...

lease, penalties exist if the lessee drives more miles than contemplated by the lease.  The customer chose the mileage option in order to obtain a lower monthly payment.  If the customer drives the vehicle more miles than she chose when she signed the lease, then, as with any lease, the customer must pay for the excess miles.

Review: I took my car in for brake service on 5/04/13. I was told that they could not get to it until Monday5/06/13. I left the car. The repairs were not finished until Wednesday.When I went to pick it up as I was paying for it I noticed on the sheet they had noted cracked windshield. Now my windshield was not cracked wind I brought it in. As a matter of fact the same day I took the car to chapman I had first stopped at Firestone and they told me to take it to a ford dealer because the brakes might be covered under warrantee . They had looked at the car and there was no mention of a cracked windshield. Chapman claims it looks like a small rock or pebble had hit it But the cracked is too wide for that. Plus I was told my brakes were not under warranty even though the car was a new 2012 and had under 15,000 milesDesired Settlement: Replace the glass and refund the money paid for the brakes

Business

Response:

May 24, 2013

Review: dear ser/madam buy this car in chapman ford truck was paid in full in October 2013 , a letter from ford written saying that I am entitled for a full refund for the gap coverage of my truck I never used since last year I contac with the 2 companies chapman and gap coverage company I called on many occasions there are always problems to talk to them they say , you have to call the dealer , I call the dealer and they tell me that I have to call the gap coverege company , there always busy evading the calls, I went in person to chapman ford to talk then in person they told me everything was fix and the check should arrives in 8 weeks ,I never get the check I call then againt a few weeks after that period , and they send me a 26 dollars check when it is assumed that the refund is 526.00 dollars according to the contract of gap coverage of my truck , all this seems like a game of words and time for then to return the money refund of gap coverage on my car , there are many more things that could explain , the space limited here I can not give all the information. thank you at: [redacted]Desired Settlement: full check refund of 526.00 dollars

Business

Response:

Review: Victim of bait and switch. The car I test drove was a Ford Edge Limited and the car that I was sold was a Ford Edge SEL. I reviewed the vehicle with the salesman and told him it was the wrong car. He insisted that it was the vehicle I test drove. After I drove off of the lot I reviewed the vehicle in greater detail and I I realized that the vehicle was not the one I test drove for sure. This vehicle is missing HD radio, a car alarm and the push button close for the lift gate. I have been trying to resolve the issue ever since with no acceptable resolution.Desired Settlement: I want the car I test drove.

Business

Response:

May 17, 2013

Chapman ford car and truck rental are the worst as far as good business practices are concerned. Their customer service is at best average, if not below average. I rented a vehicle from them and returned it a few days later. There was significant damage already to the vehicle that the service representative missed during the inspection. Then this company attempted to have me pay for the damage that was already made to the vehicle. I will never again use their service due to the fact that this was a horrible experience for me and my wife.