Chapman Ford of Lancaster

I have foward this complaint to my service director We should have a responses within a few business day Thank you Ray G [redacted] Owner/Operator

I would like to share an incident that happened a week agoWhen we went to visit the dealership we had found a vehicle that was heading to auction since it was on the lot for some timeThey had offered to bring the vehicle back to show us the vehicle and I agreed to it, we were very interested in the vehicle and had full intentions of purchasing this vehicleDuring this time that I was waiting for the vehicle to be brought back the owner or the manager there had threw a big fit saying how he had already paid for this vehicle to go through auction, if you ask meI would say why would you even offer to bring it back then to show a customerWhen it was all said and done we ended up test driving the vehicle and we're ready to purchase this vehicleBy this time it was getting late into the night so we decided that we were going to come back and the next day right after work and had an appointment with them be able to sign the documentsAround o'clock while we were heading our way over to sign the documents we get a text not even a call saying that there was an open recall on this vehicle that had no fix and they were unable to sell it to usSo in the event that we were still very interested in this vehicle we had contacted a few other dealerships as well as looked up this open recall online and there was noneOnce again they said that this deal would be off and they were unable to sell the vehicle to usThen a day later the salesman had some nerve to text not even call once again about another vehicle that was on there a lotMeanwhile we had already looked at another dealership at the exact same year make and model of this vehicle and we ended up purchasing that vehicle the next dayThere was no open recall during this time frame there was a recall two months ago that has a fix to itIf you ask me I'm not quite sure what they were covering up but it was a waste of time they could have been honest up front with us and it wouldn't have been such a huge dealThis was the most unprofessional incident I have ever had with a companyWith management making the coments they did in front of customers shows they clearly do not want the businessI would just like to say that I will NOT ever purchase from there and certianly will never refer them to anyone

[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.] I have talked to the dealer that will fix the rims and he said that it will be between $to $per rimIf this sis approved I will comply with the reply 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]

[redacted] purchased a vehicle at our [redacted] location January 13th, It was a [redacted] with 29,miles on it He has been a loyal customer to this location since then and has done numerous repairs with us Dec 27th, he had his vehicle to our facility for repairs (Yearly inspections, diagnosis of vehicle being tough to start, exhaust leak, and traction control light), and at this point the vehicle had 93,miles His concern was the customer must jiggle the keys at times to start the vehicle It was found that his ignition switch assembly was the cause of the concern due to it being worn out with pluger binding up Customer approved repair of the ignition switch The new ignition switch was installed and shimmed At that time the concern was resolved and all other repairs were performed as needed, and there was no concern expressed to us at the time [redacted] picked up his vehicle Vehicle returned to our dealership on March 10th, for a drivetrain transmission concern with the milage of 97,miles with nothing mentioned in regards to previous repairs The technician performed diagnosis on the vehicle for the transmission, and performed an electronic test pulling code *** The vehicle at that time had no second gear Performed Ford pin point test that they provided, and at that time the transmission would need to be inspected internally Removal of the pan andpossible removal of the transmisson and dissemble to find cause of failure At that point the customer was notified and customer declined any further diagnosis to the vehicle While the vehicle was in (3-10-14) we felt a concern with the ignition switch again A second ignition switch was installed at no charge to the customer The customer was only charged for the first hour of diagnosis for the transmission concern The customers transmission concern was never fully diagnosed without the removal of the pan or disassembly of the transmission and is in no way related to the ignition that was repaired originally Chapman Ford has performed all diagnostics and repairs that were approved by the customer and the customer was correctly billed We do not feel that we are responsible for a refund of the first repair due to the fact that he was no charged for the second repair of the ignition switch because we absorbed the cost of the second repair If any documentation is needed, we are more than willing to supply the support documentation If you have any further questions please feel free to contact me at ###-###-#### Sincerly, [redacted] Service Manager Chapman Ford Sales/Service [redacted] ***

[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: [redacted] I am rejecting this response because: The rims are a total different color and do not match the other part of the rimsThere is still marks and scratchesI am not trying to get something that is not due to me And yes this problem did happen on my old truck and the dealership did what they should have done and rectified the problem that they caused and replace the rims to their new conditionIt is a shame that Chapman would not put my truck in the condition that it was when I brought it in to themNow I have rims that in my opinion are ruined for further trade in value Regards, [redacted]

[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:
The starter was never fixed either timeWhen we picked up the car after the second 'fix' of the starterWe brought up the fact it still would not startWe were told the part needs time to 'break in'It never did
Regards,
*** ***

Chapman Ford is sorry for any confusion there was
regarding the purchase of your new vehicle
You will receive a check for $shortly
Ray G***
Owner/Operator

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

They run service cost up They try to do unneeded work by scaring people They will not stand by there word or work And to many other issues to list I will tell Everyone not to deal with chapman ford for Lancaster or Columbia

---------- Forwarded message ----------From: Mike D[redacted] <MD[redacted]@chapmanautogroup.com>Date: Thu, May 7, 2015 at 2:50 PMSubject: [redacted] ID [redacted]To: [redacted] <[redacted]@myRevdex.com.org>Cc: [redacted] <[redacted]@chapmanautogroup.com>Good Afternoon, As per our conversation this morning, Chapman Ford of Lancaster is willing to pay a total of $300.00 and not to exceed that amount to the dealership that states they are able to repair Mr. [redacted]’s wheels on his 2014 Ford F-[redacted].  Payment will only be made to the dealership upon completion of the repairs and the following: -          Signed invoice by [redacted]-          Signed statement by [redacted] stating 100% satisfied with repairs-          Pictures of the completed repairs-          All of the above must be sent to Chapman Ford via email (md[redacted]@chapmanautogroup.com) prior to payment Very truly yours, Michael P. D[redacted]Service ManagerChapman Auto StoresLancaster, PA and Columbia, PA

[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.]
I have talked to the dealer that will fix the rims and he said that it will be between $200. to $250. per rim. If this sis approved I will comply with the reply.
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]

Documents

I have foward this complaint to my service director.  We should have a responses within a few business day.  Thank you.
Ray G[redacted]
Owner/Operator.

To whom it may concern,
This is in reply to [redacted]s concerns in regards to his 2006 [redacted]...

[redacted].  The customer purchased this vehicle, a used as is vehicle, from Chapman Ford of Lancaster on 8-9-14.  [redacted] did test drive the vehicle prior to purchase with no concerns, and at that time was informed that this vehicle is an AS-IS vehicle and has no warranty.  [redacted] signed the buyers agreement and buyers guide which states that this vehicle is not under any type of warranty and is an AS-IS vehicle.  Documentation will  be attached showing the according customer signatures, and AS-IS documentation.  The 2006 [redacted] went through our service shop on July 25th, 2014 with minimal concerns.  There were no warning lights illuminated, and no signs of overheating.  The vehicle went through PA State Inspection and Emission tests without failure.  Chapman Ford of Lancaster did performed in excess of $777 worth of additional work on the vehicle which is as follows:
1.) Chapman Ford Vehicle Safety Check
2.) PA State Inspection
3.) PA State Emission
4.) Repair of tire
5.) Replacement of wheel stud
6.) Replacement of front brake pads
7.) Replacement of front rotors
If the waterpump leak was present or seen by the technician we would have repaired the concern, or the vehicle would have failed and not have been available for sale.  Chapman Ford understands the customers frustration in regards to the repair needed for the vehicle after weeks of ownership.  Chapman Ford at this time will agree to split the cost of the waterpump repair, but would like to reiterate that this is being done as a good will gesture to the customer and that this vehicle was knowningly purchased as an AS-IS vehicle. 
Sincerely,
Michael *. D[redacted]
Service Director

[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: The rims are a total different color and do not match the other part of the rims. There is still marks and scratches. I am  not trying to get something that is not due to me . And yes this problem did happen on my old truck and the dealership did what they should have done and rectified the problem that they caused and replace the rims to their new condition. It is a shame that Chapman would not put my truck in the condition that it was when I brought it in to them. Now I have rims that in my opinion are ruined for further trade in value.
Regards,
[redacted]

I would like to share an incident that happened a week ago. When we went to visit the dealership we had found a vehicle that was heading to auction since it was on the lot for some time. They had offered to bring the vehicle back to show us the vehicle and I agreed to it, we were very interested in the vehicle and had full intentions of purchasing this vehicle. During this time that I was waiting for the vehicle to be brought back the owner or the manager there had threw a big fit saying how he had already paid for this vehicle to go through auction, if you ask me... I would say why would you even offer to bring it back then to show a customer. When it was all said and done we ended up test driving the vehicle and we're ready to purchase this vehicle. By this time it was getting late into the night so we decided that we were going to come back and the next day right after work and had an appointment with them be able to sign the documents. Around 3 o'clock while we were heading our way over to sign the documents we get a text not even a call saying that there was an open recall on this vehicle that had no fix and they were unable to sell it to us. So in the event that we were still very interested in this vehicle we had contacted a few other dealerships as well as looked up this open recall online and there was none. Once again they said that this deal would be off and they were unable to sell the vehicle to us. Then a day later the salesman had some nerve to text not even call once again about another vehicle that was on there a lot. Meanwhile we had already looked at another dealership at the exact same year make and model of this vehicle and we ended up purchasing that vehicle the next day. There was no open recall during this time frame there was a recall two months ago that has a fix to it. If you ask me I'm not quite sure what they were covering up but it was a waste of time they could have been honest up front with us and it wouldn't have been such a huge deal. This was the most unprofessional incident I have ever had with a company. With management making the coments they did in front of customers shows they clearly do not want the business. I would just like to say that I will NOT ever purchase from there and certianly will never refer them to anyone.

[redacted] purchased a vehicle at our [redacted] location January 13th, 2011.  It was a 2008 [redacted] with 29,516 miles on it.  He has been a loyal customer to this location since then and has done numerous repairs with us.  Dec 27th, 2013 he had his vehicle to...

our facility for repairs (Yearly inspections, diagnosis of vehicle being tough to start, exhaust leak, and traction control light), and at this point the vehicle had 93,794 miles.  His concern was the customer must jiggle the keys at times to start the vehicle.  It was found that his ignition switch assembly was the cause of the concern due to it being worn out with pluger binding up.  Customer approved repair of the ignition switch.  The new ignition switch was installed and shimmed.  At that time the concern was resolved and all other repairs were performed as needed, and there was no concern expressed to us at the time [redacted] picked up his vehicle. 
Vehicle returned to our dealership on March 10th, 2014 for a drivetrain transmission concern with the milage of 97,450 miles with nothing mentioned in regards to previous repairs.  The technician performed diagnosis on the vehicle for the transmission, and performed an electronic test pulling code [redacted].  The vehicle at that time had no second gear.  Performed Ford pin point test that they provided, and at that time the transmission would need to be inspected internally.  Removal of the pan andpossible removal of the transmisson and dissemble to find cause of failure.  At that point the customer was notified and customer declined any further diagnosis to the vehicle.
While the vehicle was in (3-10-14) we felt a concern with the ignition switch again.  A second ignition switch was installed at no charge to the customer.  The customer was only charged for the first hour of diagnosis for the transmission concern.  The customers transmission concern was never fully diagnosed without the removal of the pan or disassembly of the transmission and is in no way related to the ignition that was repaired originally. 
Chapman Ford has performed all diagnostics and repairs that were approved by the customer and the customer was correctly billed.  We do not feel that we are responsible for a refund of the first repair due to the fact that he was no charged for the second repair of the ignition switch because we absorbed the cost of the second repair.  If any documentation is needed, we are more than willing to supply the support documentation.  If you have any further questions please feel free to contact me at ###-###-####.
Sincerly,
[redacted]
Service Manager
Chapman Ford Sales/Service
[redacted]

[redacted] did have his F-[redacted] truck at our facility to have a tire rotation performed on his dual rear wheel vehicle at the customers request, which require the tires to be dismounted from the wheels.  While performing the dismounting of the tires from the wheels, there were very light...

dimples into the wheel caused by the tire machines clamping device.  Chapman Ford completely admitted to the light damage to the wheels and rectified the concern by having a professionl wheel refinishing company repair the wheels.  I Mike D[redacted], Service Director, inspected the wheels after the repair and found no signs of damage.  The wheels were more than acceptable.  [redacted] mentioned to myself about this happening at another facility, and had his wheels replaced on a prior vehicle.  I feel that [redacted] is attempting to have us unneccassarily replace his wheels for no reason due to the fact upon my inspection after the repair the wheels were more than acceptable.  If the repair of his wheels were questionable by any means, we would have been more than willing to assist in replacement of the wheels.  At this time Chapman Ford stands by a correct repair being done, and the wheels do not require replacement.  If you have any further questions in regards to this matter please don't hesitate to personally give me a call at ###-###-#### Ext: [redacted].
Very truly yours,
Michael P. D[redacted]
Service Directer @ Chapman Ford of Lancaster/Columbia

Review: The nature of my complaint could be repair, sales and service related.

We took our car to repair our starter in Jan 2014. In March, the same issue had come up. This time the issue was also combined with a transmittion problem. Chapman did honor the parts warranty and replaced the starter again. They then mentioned they would need to do a rebuild of the transmittion and the cost would be close to 4k. Thankfully a family member used to be a mechanic for ford and asked what codes they were receiving. After providing the information, he told me to ask them if it could be an issue related to the ignition not causing the proper voltage to go towards the transmition. When Chapman got back to me I was told they would not check that specifc problem, since it would take over two hours to look at. On top of that in my frustration I mentioned trading in the car. The mention of a trade in became their main focus, not fixing the problem at hand. The service representative [redacted] mentioned, "I actually have a sales representative in front of me now." I asked them to fix the starter problem and hold off on the transmition.

My father helped pick the car up for me and when he went to start the car, it wouldnt start. He was then told it takes a little for the new part to break in before it works.

I have delt with bad cable companies, phone companies etc, but never a company so unfocused on service and client satisfaction.

Im sorry for my long response. In summary the first problem (starter) was never fixed. Secondly they tried to sell or replace and not fix the new transmition problem.Desired Settlement: A refund of the first "fix" of my starter and an secondly the service manager and owner to be aware that complaints have been filed.

Business

Response:

[redacted] purchased a vehicle at our [redacted] location January 13th, 2011. It was a 2008 [redacted] with 29,516 miles on it. He has been a loyal customer to this location since then and has done numerous repairs with us. Dec 27th, 2013 he had his vehicle to our facility for repairs (Yearly inspections, diagnosis of vehicle being tough to start, exhaust leak, and traction control light), and at this point the vehicle had 93,794 miles. His concern was the customer must jiggle the keys at times to start the vehicle. It was found that his ignition switch assembly was the cause of the concern due to it being worn out with pluger binding up. Customer approved repair of the ignition switch. The new ignition switch was installed and shimmed. At that time the concern was resolved and all other repairs were performed as needed, and there was no concern expressed to us at the time [redacted] picked up his vehicle.

Vehicle returned to our dealership on March 10th, 2014 for a drivetrain transmission concern with the milage of 97,450 miles with nothing mentioned in regards to previous repairs. The technician performed diagnosis on the vehicle for the transmission, and performed an electronic test pulling code [redacted]. The vehicle at that time had no second gear. Performed Ford pin point test that they provided, and at that time the transmission would need to be inspected internally. Removal of the pan andpossible removal of the transmisson and dissemble to find cause of failure. At that point the customer was notified and customer declined any further diagnosis to the vehicle.

While the vehicle was in (3-10-14) we felt a concern with the ignition switch again. A second ignition switch was installed at no charge to the customer. The customer was only charged for the first hour of diagnosis for the transmission concern. The customers transmission concern was never fully diagnosed without the removal of the pan or disassembly of the transmission and is in no way related to the ignition that was repaired originally.

Chapman Ford has performed all diagnostics and repairs that were approved by the customer and the customer was correctly billed. We do not feel that we are responsible for a refund of the first repair due to the fact that he was no charged for the second repair of the ignition switch because we absorbed the cost of the second repair. If any documentation is needed, we are more than willing to supply the support documentation. If you have any further questions please feel free to contact me at ###-###-####.

Sincerly,

Service Manager

Chapman Ford Sales/Service

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:The starter was never fixed either time. When we picked up the car after the second 'fix' of the starter. We brought up the fact it still would not start. We were told the part needs time to 'break in'. It never did.

Regards,

Review: I purchased a [redacted] 2006 on 8/09/14 that had apparently been recently inspected and was sold to me under the understanding that the car was in very good condition and was safe and fit to drive. This vehicle was purchased from [redacted], who accompanied me in a test drive of the vehicle. During this test drive, there were no warning lights or apparent problems. However, after arriving home post-purchase, the car sensor activated the warning light to inform me that the engine was low on oil, and upon inspecting it, I determined it was more than half empty on oil which is extremely problematic and indicative of a failure to ensure the vehicle as roadworthy, as required by law. I went to purchase oil to resolve this, wanting to give a renown dealership the benefit of the doubt. Shortly after this, on a weekend, I took the car out into traffic for the first time (the first instance driving the car longer than 15 minutes outside of a rural or residential area at a time). During some slightly congested traffic, the warning lights then began indicating that the engine was overheating. I proceeded to my destination with caution and the following Monday morning I made a phone call to [redacted] on both his cell and work number, leaving a message. No return call was received.

I called the following day and had to request to speak with him. I expressed my concern, and his response to me when I asked if he knew whether this was a pre-existing problem with the vehicle before he sold it was "I don't know, I have never had a problem with mine." I reminded him that I was not talking about his [redacted]. He made it clear within a couple of minutes that he had no intention of resolving the problem.

I called and spoke with David R[redacted] the following day, and after becoming a little more assertive, he agreed to have his service team take a look at my car for free so that I could at least know what was wrong with it and go from there. On 9/3/14, the service was performed, and I received a call stating that the vehicle had a leaking water pump which was going to cost me an estimated $498.83. At this point I became very upset and asked him one final time if he was willing to remedy this problem. He was very eager to dismiss my concern and informed me that after speaking to the owner of the dealership he more or less did not care whether or not I contacted the Revdex.com or a lawyer because he believes he does not have an obligation to do anything based on the nature of the sale.

It is and always will be unfeasible for a customer to inspect a vehicle on a lot for a leaking or damaged water pump, an integral component of a functioning, roadworthy car, and there is no conceivable way this damage occurred while I was operating it-- I believe the issue simply required a longer drive to present itself. This car is unsafe to drive, and is requiring a serious repair only weeks from having been purchased for $7500. When driven home from the assessment, the car immediately overheated significantly worse & faster than it had prior, and was a fourth of gas low. I do not believe this was necessary overwork to the already damaged car in order to inform me of the problem at hand. The paperwork provided from the assessment states that during testing, "engine overheated, thermostat seized from overheating". This indicates to me that the service team overheated my engine, broke my thermostat, and made no kind of cautionary statement to me regarding that before they gave me back my vehicle and let me drive it to the point of potentially extreme, serious damage. The car went from barely acceptably functioning (it was running at acceptable temperature for the purpose of transporting myself to work) to being domestically useless.Desired Settlement: For the vehicle to be repaired or reimbursement for the repairs to the point that it would be safe to drive within reason, or a total refund and the car to be returned.

Business

Response:

I have foward this complaint to my service director. We should have a responses within a few business day. Thank you.

Ray G[redacted]

Owner/Operator.

Business

Response:

To whom it may concern,

This is in reply to [redacted]s concerns in regards to his 2006 [redacted]. The customer purchased this vehicle, a used as is vehicle, from Chapman Ford of Lancaster on 8-9-14. [redacted] did test drive the vehicle prior to purchase with no concerns, and at that time was informed that this vehicle is an AS-IS vehicle and has no warranty. [redacted] signed the buyers agreement and buyers guide which states that this vehicle is not under any type of warranty and is an AS-IS vehicle. Documentation will be attached showing the according customer signatures, and AS-IS documentation. The 2006 [redacted] went through our service shop on July 25th, 2014 with minimal concerns. There were no warning lights illuminated, and no signs of overheating. The vehicle went through PA State Inspection and Emission tests without failure. Chapman Ford of Lancaster did performed in excess of $777 worth of additional work on the vehicle which is as follows:

1.) Chapman Ford Vehicle Safety Check

2.) PA State Inspection

3.) PA State Emission

4.) Repair of tire

5.) Replacement of wheel stud

6.) Replacement of front brake pads

7.) Replacement of front rotors

If the waterpump leak was present or seen by the technician we would have repaired the concern, or the vehicle would have failed and not have been available for sale. Chapman Ford understands the customers frustration in regards to the repair needed for the vehicle after weeks of ownership. Chapman Ford at this time will agree to split the cost of the waterpump repair, but would like to reiterate that this is being done as a good will gesture to the customer and that this vehicle was knowningly purchased as an AS-IS vehicle.

Sincerely,

Michael *. D[redacted]

Service Director