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Chapman Ford, LLC

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-------- Forwarded message ----------From: Jason M***< [redacted] @chapmanautogroup.com>Date: Tue, Mar 15, at 9:AMSubject: FW: Complaint # [redacted] To: " [redacted] @MYRevdex.com.ORG" < [redacted] @myRevdex.com.org>Good Morning [redacted] , In response to complaint filed by [redacted] # [redacted] I've also included the emails that [redacted] has sent us over the last weekIf you have any additional questions, please feel free to contact me.We first met [redacted] and [redacted] ***on Monday evening, March 7th [redacted] was interested in purchasing a [redacted] with 20,miles After test driving the vehicle both parties sat down in attempt to make a dealWe offered [redacted] the sale price that was published online of $9,plus PA sales tax and title transfer [redacted] then made a counteroffer of $8218.73, totaling an out the door price of $9,I respectfully declined his offer due to market conditions and told him that we would be happy to find a different [redacted] within that budget [redacted] stated that she liked this particular color and carI offered her an additional $discount [redacted] was visually upset and left the dealership.On Tuesday, March 8th 2016, [redacted] contacted me personally and asked if we would still honor our price of $9,plus tax and title feesI responded yes and I let her know that her salesperson would be in contact to make arrangements for delivery [redacted] had a conversation with our salesperson, indicated that she would be dropping off a deposit that evening and picking up the vehicle the following weekThis being her salespersons day off, I instructed him to enjoy his evening off and that we could handle providing a receipt for the customer because it only takes a few minutes.When [redacted] and [redacted] came in the showroom, I promptly greeted them and let them know that I had all of Virginia's paperwork together [redacted] immediately expressed his displeasure that Virginia's salesperson was not at the storeI let them know that we work as a team and the deposit would only take a few minutes [redacted] was angry and demanded that John be presentWe had another customer in the showroom at the time, and as [redacted] began to mock our dealership and belittle our salesperson, we had to escort our other customers outside because of the scene that was occurring [redacted] was clearly unhappyWhile customer service is very important to me, with his reaction and attitude escalating toward the dealership and staff I could see that an amicable relationship was not salvageable and that we would both be better off not doing business togetherI stepped outside to discuss with other management, and we made a business decision to pass on this dealWhen I came back in the showroom, I responded that I did not see how to resolve the relationship and that an agreement would not be able to be made, however I offered to sell the [redacted] to another dealership of their choosing so that [redacted] could still get the car she wanted.The following day, [redacted] emailed me that if we made the deal he presented he would not slander our nameI politely explained to him that we stand by our decision based on the actions that occurred the night beforeHe has emailed us threatening to write reviews on google, and to share his feelings on social mediaHe has since emailed several times letting us know how he has proceeded to discredit our dealership and staff, to which we have chosen to not respond and simply move onHe shared with us that [redacted] has purchased a *** on Saturday, and we wish her the bestJason M***General ManagerChapman Ford of ColumbiaColumbia AveColumbia, Pa 17545Office - ###-###-####Fax - ###-###-####Cell - ###-###-####

[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: Jason did not accurately represent the events that took place during this car buying process. -Jason claims he "respectfully declined his offer due to market
conditions and told him that we would be happy to find a different [redacted] within
that budget."
Actually, Jason laughed at our
offer and belittled [redacted] and myself for making such an offer. He boasted
about how his price was the lowest in the area (not true, as we found a better
deal 4 days later) and told us he would not be willing to budge on the price,
except for about $100 off, which equates to roughly a 1% discount. Jason failed
to mention that he and his team tried to manipulate [redacted] into purchasing
the car at a higher price by trying to get her to reveal her target monthly car
payment amount. [redacted] doesn’t know any better and would have answered if I
had not been there. I pushed to negotiate the final sales price first. In
business school, I learned that the investment decision and the finance
decision are two completely separate discussions and should be handled as such.
Jason and staff thought they could get away with one there, and were stopped in
their tracks.
 -Jason claims “I offered her an additional $100 discount. [redacted] was
visually upset and left the dealership”
Actually, I was very
polite when I declined his offer, and was firm in our decision that we aren’t comfortable
at that price point. I offered Jason and John a firm handshake and we left the
dealership peacefully.
-Jason claims “[redacted] immediately
expressed his displeasure that Virginia's salesperson was not at the store. I
let them know that we work as a team and the deposit would only take a few
minutes. [redacted] was angry and demanded that John be present.”
I expressed my disappointment
that John was not present when he said he would be there. When I voiced this,
Jason threw his hands up and told me (in an aggressive and loud tone) that I
have been a problem to work with the entire time and that I shouldn’t do
business with them. I was very taken back by this, and offended. Jason had made
me angry and I raised my voice back at him, leading to the “scene that was occurring”
that he mentioned. By the way, there were no other customers in the store
either day that we were there, so there were no customers being escorted out of
the showroom. I was not going to let this uneducated car salesman try to bully
me around like he thought he could. After Jason stormed out of the store in a
fit, he came back in and yelled at me some more that they have no interest in
doing business with us and told us to leave. Mind you, [redacted] had her
checkbook in hand ready to make a significant down payment.
Jason claims: “The following day,
[redacted] emailed me that if we made the deal he presented he would not slander
our name. I politely explained to him that we stand by our decision based on
the actions that occurred the night before.”
After trying to read through Jason’s
poor grammar and spelling mistakes, I could see that he was putting me solely
at fault for the reason this deal is not getting done. He did not mention his attitude
and actions towards me. I know that getting this deal done is in both of our
best interests and was willing to put Jason’s shameful behavior aside. Jason
was not willing to cooperate and made an emotional decision to turn down a sale
for their business.
Since [redacted] ended
up getting a better deal at another dealership, we are of course no longer
interested in the vehicle at Chapman, but we want an apology from Jason for the
actions I have accurately described above. Then, we can consider this case
closed. 
Regards,
[redacted]

-------- Forwarded message ----------From: Jason M[redacted]<[redacted]@chapmanautogroup.com>Date: Tue, Mar 15, 2016 at 9:40 AMSubject: FW: Complaint #[redacted]To: "[redacted]@MYRevdex.com.ORG" <[redacted]@myRevdex.com.org>Good Morning [redacted], In response to complaint filed by [redacted] #[redacted]....

I've also included the emails that [redacted] has sent us over the last week. If you have any additional questions, please feel free to contact me.We first met [redacted] and [redacted]on Monday evening, March 7th 2016. [redacted] was interested in purchasing a 2015 [redacted] with 20,209 miles.  After test driving the vehicle both parties sat down in attempt to make a deal. We offered [redacted] the sale price that was published online of $9,991 plus PA sales tax and title transfer. [redacted] then made a counteroffer of $8218.73, totaling an out the door price of $9,000. I respectfully declined his offer due to market conditions and told him that we would be happy to find a different [redacted] within that budget. [redacted] stated that she liked this particular color and car. I offered her an additional $100 discount. [redacted] was visually upset and left the dealership.On Tuesday, March 8th 2016, [redacted] contacted me personally and asked if we would still honor our price of $9,981 plus tax and title fees. I responded yes and I let her know that her salesperson would be in contact to make arrangements for delivery. [redacted] had a conversation with our salesperson, indicated that she would be dropping off a deposit that evening and picking up the vehicle the following week. This being her salespersons day off, I instructed him to enjoy his evening off and that we could handle providing a receipt for the customer because it only takes a few minutes.When [redacted] and [redacted] came in the showroom, I promptly greeted them and let them know that I had all of Virginia's paperwork together. [redacted] immediately expressed his displeasure that Virginia's salesperson was not at the store. I let them know that we work as a team and the deposit would only take a few minutes. [redacted] was angry and demanded that John be present. We had another customer in the showroom at the time, and as [redacted] began to mock our dealership and belittle our salesperson, we had to escort our other customers outside because of the scene that was occurring. [redacted] was clearly unhappy. While customer service is very important to me, with his reaction and attitude escalating toward the dealership and staff I could see that an amicable relationship was not salvageable and that we would both be better off not doing business together. I stepped outside to discuss with other management, and we made a business decision to pass on this deal. When I came back in the showroom, I responded that I did not see how to resolve the relationship and that an agreement would not be able to be made, however I offered to sell the [redacted] to another dealership of their choosing so that [redacted] could still get the car she wanted.The following day, [redacted] emailed me that if we made the deal he presented he would not slander our name. I politely explained to him that we stand by our decision based on the actions that occurred the night before. He has emailed us threatening to write reviews on google, and to share his feelings on social media. He has since emailed several times letting us know how he has proceeded to discredit our dealership and staff, to which we have chosen to not respond and simply move on. He shared with us that [redacted] has purchased a [redacted] on Saturday, and we wish her the best. Jason M[redacted]General ManagerChapman Ford of Columbia3951 Columbia AveColumbia, Pa 17545Office - ###-###-####Fax - ###-###-####Cell - ###-###-####

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Address: 3951 Columbia Ave, Columbia, Pennsylvania, United States, 17512-9025

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