Chapman Payson Auto Center

Service Manager [redacted] has spoken to ** [redacted] and they have reached an agreement of refunding the customer [redacted] Check # [redacted] for $will go out in today's mail

Service Manager [redacted] has spoken to **. [redacted] and they have reached an agreement of refunding the customer [redacted]. Check #[redacted] for $350.00 will go out in today's mail.

Susan S[redacted] purchased a new 2014  [redacted] [redacted] from our dealership in March 2015. We have made many attempts to address her concerns and make warranty repairs on her car .We are unable to satisfy Ms. S[redacted] and have made the decision to decline any more repair work on...

her car.

Check # [redacted] in the amount of $450.00 was mailed 2/6/2015. We apologize for the inconvenience to Ms. [redacted] and hope this resolves the situation for her.

In response to the message from consumer received today, July 11, 2014: 

I believe we have offered several reasonable accommodations to Mr. [redacted]. It seems the only solution he will be satisfied with is to have Mrs. [redacted] bring his vehicle in. 

However, that is the only thing that is not possible. I state for the third time that our legal counsel has advised that we have no contact with Mrs. [redacted] until the EEOC complaint is resolved. 

I am sorry that Mr. [redacted] feels it necessary to address this issue through the Revdex.com instead of contacting me directly. 

Sincerely, 

General Manager

Chapman Auto Center

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

We have contacted Dodge directly and was told my wife was not allowed up there per [redacted] and [redacted].  Our legal consul have advice us that  the complaint is not a legal mater as of yet and does in no way affect Chapman from doing their job to fix our truck.  It is a compliant just like this and [redacted] is using it to bully us.  as far as you having a shuttle to drop off and pick us up, [redacted] is aware this does not work for us as I am the Town of Payson Fire chief and I have to drive a town car, and AS stated in the first complaint I [redacted] does not have time to take off from my new job this is why we are wanting [redacted] My wife to be able to drop it off as she is not working because of Chapman and [redacted] is fully aware of this.  [redacted] is playing a game and this needs to be addressed not to mention [redacted] has had our number Blocked our number from calling Chapman as when we do we just get a busy signal every time.  So there we can not contact them directly this is why we have went through Dodge and all this is documented with Dodge.  [redacted]s Chapmans reply is unreasonable and  not a way to resolve this matter.  There is nothing Legal with a complaint so just because I filed a Complaint with the Revdex.com does that mean I can no longer bring my truck up there if I had the time to?  This is a joke.  We ask that Chapman do their job fix the recall and allow my wife [redacted] to drop off her truck and pick it up. 

Regards,

Our service manager , [redacted] contacted Mr [redacted] and apologized for the miscommunications involving his service visits . We are continuing to improve the work flow thru the shop , and communicate better with our selves and our cus[redacted]ers.[redacted] thanked Mr. [redacted] for his comments and he...

was happy with that.       [redacted] GM

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

We have contacted Dodge directly and was told my wife was not allowed up there per [redacted] and [redacted].  Our legal consul have advice us that  the complaint is not a legal mater as of yet and does in no way affect Chapman from doing their job to fix our truck.  It is a compliant just like this and [redacted] is using it to bully us.  as far as you having a shuttle to drop off and pick us up, [redacted] is aware this does not work for us as I am the Town of Payson Fire chief and I have to drive a town car, and AS stated in the first complaint I [redacted] does not have time to take off from my new job this is why we are wanting [redacted] My wife to be able to drop it off as she is not working because of Chapman and [redacted] is fully aware of this.  [redacted] is playing a game and this needs to be addressed not to mention [redacted] has had our number Blocked our number from calling Chapman as when we do we just get a busy signal every time.  So there we can not contact them directly this is why we have went through Dodge and all this is documented with Dodge.  [redacted]s Chapmans reply is unreasonable and  not a way to resolve this matter.  There is nothing Legal with a complaint so just because I filed a Complaint with the Revdex.com does that mean I can no longer bring my truck up there if I had the time to?  This is a joke.  We ask that Chapman do their job fix the recall and allow my wife [redacted] to drop off her truck and pick it up. 

Regards,

In response to the message from consumer received today, July 11, 2014: 

I believe we have offered several reasonable accommodations to Mr. [redacted]. It seems the only solution he will be satisfied with is to have Mrs. [redacted] bring his vehicle in. 

However, that is the only thing that is not possible. I state for the third time that our legal counsel has advised that we have no contact with Mrs. [redacted] until the EEOC complaint is resolved. 

I am sorry that Mr. [redacted] feels it necessary to address this issue through the Revdex.com instead of contacting me directly. 

Sincerely, 

General Manager

Chapman Auto Center

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Mr. [redacted] is making this a legal issue when its not.  Our legal advice was the COMPLAINT made by my wife [redacted] has nothing to do with Chapman fulfilling their obligation to fix our vehicle.  Mr. [redacted] is bullying ad playing games this is a Recall by Chrysler, Chapman needs to fix this.  They have already breached their contract with us on the tires we bought from them that was suppose to have free  rotation and balance.  We can not jump through the hoops Mr. [redacted] is wanting us to so we paid for that work to be done at a business that cares for their customers. The whole Shuttle thing DOES NOT work for us as I have to drive a town vehicle bring the Fire Chief.  Mr. [redacted] is  very much aware of this.  That is why we ask that My wife [redacted] be able to bring the vehicle in and drop it off and pick up when ready.  I can not drive two vehicles at the same time.  Mr. [redacted] is trying to say that it is a legal issue there is nothing in the courts as of yet, there was a complaint filed with the EEOC by my wife.  just like I am filing this complaint.  WE ask that the back and forth just stop and Chapman step up do the right things for once and fix the recall.  We take our Vehicle to a very nice car repair place for other problems we have with  our Dodge but we are told by Dodge that a dodge dealership has to do this recall.  If Chapman doesn't want to do what is right then they pay for our time and furl to go to Cottonwood.  We should not have to drive the 80+ miles when my wife can drive 20 miles and get it fixed.  Chapman is a very poor company.  Customers mean nothing to them Mr. [redacted] had made that clear.  Please I worry about my wife and 2 kids driving around with this recall .  Do the right thing fix the recall.

Regards,

Service Manager [redacted] has spoken to **. [redacted] and they have reached an agreement of refunding the customer [redacted]. Check #[redacted] for $350.00 will go out in today's mail.

In response to the complaint from Mr. [redacted] received today, June 26, 2014:

I have already been in contact with Mr. [redacted] regarding this issue. We issued check #[redacted] dated 6/24/14 in the amount of $316.33 to Mr. [redacted] in reimbursement for the starter and check #[redacted] dated...

6/24/14 in the amount of $390.98 to [redacted] to replace his exhaust pipe. 

I am sorry Mr. [redacted] did not receive the excellent customer service we strive for here at Chapman Auto Center. 

Sincerely, 

General Manager

Chapman Auto Center

In response to the message from consumer received today, June 19, 2014:

We are trying to resolve Mr. [redacted]'s complaint without going against our attorney's advice regarding Mrs. [redacted]. We have offered shuttle service and pick up/drop off service to accommodate his schedule. Perhaps Mr. [redacted] is unaware that we are open on Saturdays from 8:00am until 5:00pm? Would a Saturday appointment work better for him?

I don't know what phone number Mr. [redacted] is calling, but if he calls our listed number of [redacted] we would certainly make any reasonable accommodation to service his vehicle. We have never requested that our phone carrier block a number. 

Sincerely, 

[redacted]

General Manager

Chapman Auto Center

In response to the above mentioned complaint: to the best of my knowledge, Mr. [redacted] has never contacted our dealership to have his vehicle serviced. We have a courtesy shuttle for our customer's convenience. Many of our customers drop their vehicles off in the morning; the shuttle takes them to...

work and picks them up afterwards to retrieve their vehicle. We have even gone so far as to pick a customer's vehicle up for them at their work and return it after the repair is completed. 

As Mr. [redacted] stated, Mrs. [redacted] has filed an EEOC complaint and until it is resolved, we have been advised by legal counsel not to have any contact with Mrs. [redacted].

If you would advise Mr. [redacted] to call us for an appointment, this matter can be resolved quite easily. 

Sincerely, 

[redacted]

General Manager

Chapman Auto Center

Check # [redacted] in the amount of $450.00 was mailed 2/6/2015. We apologize for the inconvenience to Ms. [redacted] and hope this resolves the situation for her.

The service manager, service writer and general manager of Chapman Auto in Payson, AZ were all extremely professional, courteous, helpful, thoughtful and caring. We are impressed with the level of professionalism and honesty. Instead of giving us the run-around about helping with a major problem, they pitched in and came up with a solution that amazed us. It's hard to find this kind of honesty and professionalism today, and my husband and I are very pleased with the treatment we received.

Review: On Monday May 26th I was heading to [redacted] and the transmission went out in my [redacted] coming into [redacted]. I had to have it towed a short distance to Chapman Auto Center. The salesman that helped me that day was very courteous. I left the keys with him and he gave me a card with [redacted] and [redacted]’s number.

Tuesday May 27th I hadn’t heard anything I called and left a message on [redacted]s Voicemail around noon. I called back 3 to 4 times throughout the day hoping to just get an acknowledgement that my truck was there and that it would be getting looked at soon. I never received a call on Tuesday

Wednesday morning I called again and no answer, I left another message and still no response late Wednesday [redacted] called me back and said its been busy they will get to it when they can. I understand it was a holiday weekend and it was a short week, I was not expecting it to be fixed the next day but was expecting the status on it.

Wednesday May 28th I called again and had to leave another message with [redacted] and still no response so I asked for the service manager and was transferred to [redacted] ext I then left [redacted] a message. My grandfather lives in [redacted] so I had him go up there to see if he could get any answers. Late Wednesday before my Grandfather went up there [redacted] called me back and said that it has been busy they would get to my truck when they can. I understand this was Memorial Day weekend, I was not expecting it to be fixed however I did expect to hear from someone with a status update or some form of communication. I called back and [redacted] answered I asked him about a loaner car and he said that they do have them and he will check on one for me and call me back. I never heard back. I am not sure why this was not an option on Tuesday when the truck was written up.

Thursday May 29th I called 4 to 5 times not one of these times did I get an answer from anyone just voicemails. I finally received a call from [redacted]. [redacted] explained to me that the transmission was no good and it will need to be replaced, And now after 3 days of no vehicle still and nothing about a loaner vehicle. [redacted] said he would get back to me later that day. [redacted] called me and said the new transmission was ordered and it would be ready Friday after noon.

Friday I receive a call from [redacted] thinking my truck is done and ready to be picked up. [redacted] proceeded to tell me that bow the starter went out and that part is not under warranty like the transmission and would cost $291.00. I honestly do not know or believe that my truck went into your shop for a transmission and then under your care another part that is not tied to the transmission goes out. I now have no choice I need my vehicle and I do not live in [redacted]. The starter was replaced and I received a call from [redacted] and I let him know that I would be there Saturday morning to pick up my truck. I am extremely disappointed with the lack of communication and customer service from your service department.

Saturday May 31st I arrived at Chapman at about 11:30, I payed the $291.00 plus Tax $316.00 to the cashier. I had some questions about the new transmission and starter. [redacted] had to call [redacted] twice because I had a few different questions he finally came to the cashier’s desk and answered my questions. My truck was pulled up as I went to start it I could hear a rattle that did not sound right at all. I began to look around my truck to see if I could tell where it was coming from and I noticed the exhaust. I have a custom exhaust that come out the passenger side in front of the rear wheel. I can see that it is not even in the same place and was just hanging there. I called [redacted] over and had him listen to the rattling noise and I showed him the exhaust and how it was not attached or placed right. [redacted] asked me well where would you like it I told him I wanted it right where it was when I brought it in. [redacted] said it’s got to go back on the rack he got in my truck and drove off. He did not tell me to have seat in the waiting area or say ill be back to let you know what’s going on. Terrible Customer Service…

My Girlfriend and I sat in the waiting area and after about 15 to 20 minutes of waiting and no explanation, I ask the cashier [redacted], who is the General Manager of the dealership and she gave me your card. She then walks into a salesman’s office and as I am walking away she walks out of the office and loud enough for us to hear says “well we cant please them all” my girlfriend and I looked at each other in disgust. What a horrible and disrespectful comment to make when we are sitting in the same area. My girlfriend went into the salesman’s office and told him she did not appreciate what [redacted] just said and that it was incredibly rude and terrible customer service. At this point my truck is ready and brought to the front. [redacted] is sitting on a curb smoking a cigarette and gives me a thumbs up I walked out and he continues to sit on the curb he continues to sit there no explanation no findings nothing. I had to go over to where he was and ask what was found and what was done. A mechanic tells me that the exhaust was not clamped down and now it is fixed.

My exhaust is not fixed its not making the rattling anymore but the exhaust is not how it was when I left it at your dealership and it is still loose.

This has been the worst experience at a dealership I have ever had. The service I received from start to finish was very unsatisfactory, I payed for a starter that somehow went out in your shop. The customer service and communication was terrible as well as for the very rude employees.Desired Settlement: I would appreciate my exhaust being fixed to the way it was when I left it at the dealership. [redacted] said they would fix it so I went and had it fixed and now they are denying to pay the Company that fixed it and they are the original ones who put the custom exhaust on my truck. I do not want there dealership working on my truck anymore and [redacted] told the company that fixed it that his dealership would have fixed it. [redacted] said when they were taking apart my truck that the starter was not bad but the technician tightend it to much and now the connection was not as good and it would eventually go out on me so I had to pay for a new starter that they broke.

Business

Response:

In response to the complaint from Mr. [redacted] received today, June 26, 2014:

I have already been in contact with Mr. [redacted] regarding this issue. We issued check #[redacted] dated 6/24/14 in the amount of $316.33 to Mr. [redacted] in reimbursement for the starter and check #[redacted] dated 6/24/14 in the amount of $390.98 to [redacted] to replace his exhaust pipe.

I am sorry Mr. [redacted] did not receive the excellent customer service we strive for here at Chapman Auto Center.

Sincerely,

General Manager

Chapman Auto Center

Review: Dear Representative of the [redacted],Herein is a copy of my greivance to Mr. [redacted], Chapman Auto Center in [redacted], AZ. Mr. [redacted] 's response was to offer me, in a phone call, 10% off future mechanical work done in Chapman's [redacted], in spite of my written request for a monetary reimbursement . After telling friends of this exchange, the same swamped me with coupons from a monthly [redacted] Publication showing usual 10% discounts to the entire community. The "sorry-too-many-invoices" show extensive work done by Chapman, however, not the cure for vehicles non-start. A request to Mr. [redacted] for only cost of [redacted] Works was fair, in my thinking, since my Labor Day RV Caravan vacation was not attended by me and I wait for next vacation time until Memorial Day, 2015. That's rather angst and inconvenience.Now I am requesting a 10% discount off the " total', of work done by Chapman Auto, considering the amount of work they did without fixing the original problem. Thank you for any consideration.Desired Settlement: Now I am requesting a 10% discount off the " total', of work done by Chapman Auto, considering the amount of work they did without fixing the original problem. Thank you for any consideration.

Business

Response:

Check # [redacted] in the amount of $450.00 was mailed 2/6/2015. We apologize for the inconvenience to Ms. [redacted] and hope this resolves the situation for her.

Review: Unfortunately, I am writing this in regards to several unsatisfactory service repairs I've had on my Jeep Grand Cherokee at Chapman Dodge in [redacted] Arizona. The first unsatisfactory experience occurred in Oct-Nov. 2014. During that time I came in to have a tow hitch installed and attached to my vehicle as wells as to have a recall part installed. Sounds simple right? Well, I dropped my car off and I was told it would take only 4-6 hours. They called me back after an hour and told me my car was done and ready for pickup... Wait, that can't be right! So I said on the phone, "So you installed the tow hitch?" Service man says, " Oh I didn't know. That won't be done til tmrw, ready around noon." I said, "okay fine." So the next day I show up around noon and the car is still not done, but I'm told it will be done shortly and they'll call me. Six to Seven more hours pass without a phone call so I decide to call them to check the status. The service man literally tells me, "Oh, I forgot to call you. You're car has been done for awhile." in retrospect, a repair that I was originally told was going to take 4-6 hours, instead took nearly TWO DAYS. I'm sorry, but one mess up I can let pass, but literally to continually mess up is just ridiculous. There are two guys that communicate and organize all the service repairs... how could two guys continually not communicate with each other properly? When you pay $700-$750 for work to be done on your vehicle, you expect things to be a little bit more organized.

Second experience.

On 2/16/14 I arrived at the lovely Chapman Dodge for a recall part to be replaced and to have an oil change. The same guys were working again and needless to say they messed up again. They told me my car was done in about an hour. So I ask them, "So you did the oil change, right?" Their response, "Oh, we didn't know, that will be $35." My response was more or less, "Are you kidding me?" I clearly asked for an oil change and I saw them mark it on their service paper.Desired Settlement: I don't know what I would like as a desired outcome. I simply would like the service department do their job better. If I had the choice I would never ever go back to Chapman Dodge ever again. The two experiences I've had are simply ridiculous and makes me completely befuddled. I will only take my vehicle to Earnhardt Dodge from now on. What's even more befuddling is that the service station wasn't even that busy...Seriously, if you were to spend $700-$800 on a service don't you think they should be a little more organized? Well, it's a small town and I'm sure word will get around.

Business

Response:

Our service manager , [redacted] contacted Mr [redacted] and apologized for the miscommunications involving his service visits . We are continuing to improve the work flow thru the shop , and communicate better with our selves and our cus[redacted]ers.[redacted] thanked Mr. [redacted] for his comments and he was happy with that. [redacted] GM

Review: My wife and I purchased this Dodge from this dealer about 2 years ago. After we purchased it my wife went to work for this company for 1 year. She was wrongfully discharged from this company in October 2013. Ok we had some issues with our dodge and called Dodge corp. wanting to find out how we could get it fixed and they said go to Chapman in Payson and have them look at it we said you need to set that up. They called and spoke to [redacted] who stated that Chapman WOULD NOT work on our dodge. Dodge corp. and Chapman went back and forth we decided to take it else where to get fixed. On June 4 we received a letter stating there is a recall on our dodge we call Dodge corp again to see where we can take it they say Chapman Payson is the closest dealer, we tell them they need to set it up, they call and speak to [redacted] General Manger and he says That my wife can not bring the truck in but I can. WE find this excessive and unreasonable as they want me to take a day off work from a job I just started June 2, 2014 and I do not have any time to take off yet. When my wife is not working because of them could bring it in and drop it off and walk to a friends home. We just want this company to step up do what is right and fix the Recall. They did give us a choice to drive 44.1 miles one way to Cotton wood Az to get it fixed. So they are asking us to put 80+ miles on our Truck cause of their pride. There is NO legal issue as [redacted] states to Dodge there is however an EEOC complaint against them. But that is just it a Complaint just like I am making here NO LEAGAL issue as of yet. there has to be something someone can do to this company for being so unreasonable. It was perfectly fine to purchase this Truck from them but now that we need work that is being issued by the NHTSA they want an unreasonable way for us to get this fixed. Are they paying for my time off of work if I could take any, no are they paying for the gas to travel 80+ miles to fix an issue that is a Dodge problem No. This is an unethical company trying not to fix an issue they need to fix and lying and stating there is an legal issue when there isn't yet there is just a Complaint filed against them.Desired Settlement: For them to allow my wife to drop the truck off and they fix the recall, not ask that I take a day off work and bring it is that is unreasonable

Business

Response:

In response to the above mentioned complaint: to the best of my knowledge, Mr. [redacted] has never contacted our dealership to have his vehicle serviced. We have a courtesy shuttle for our customer's convenience. Many of our customers drop their vehicles off in the morning; the shuttle takes them to work and picks them up afterwards to retrieve their vehicle. We have even gone so far as to pick a customer's vehicle up for them at their work and return it after the repair is completed.

As Mr. [redacted] stated, Mrs. [redacted] has filed an EEOC complaint and until it is resolved, we have been advised by legal counsel not to have any contact with Mrs. [redacted].

If you would advise Mr. [redacted] to call us for an appointment, this matter can be resolved quite easily.

Sincerely,

General Manager

Chapman Auto Center

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

We have contacted Dodge directly and was told my wife was not allowed up there per [redacted] and [redacted]. Our legal consul have advice us that the complaint is not a legal mater as of yet and does in no way affect Chapman from doing their job to fix our truck. It is a compliant just like this and [redacted] is using it to bully us. as far as you having a shuttle to drop off and pick us up, [redacted] is aware this does not work for us as I am the Town of Payson Fire chief and I have to drive a town car, and AS stated in the first complaint I [redacted] does not have time to take off from my new job this is why we are wanting [redacted] My wife to be able to drop it off as she is not working because of Chapman and [redacted] is fully aware of this. [redacted] is playing a game and this needs to be addressed not to mention [redacted] has had our number Blocked our number from calling Chapman as when we do we just get a busy signal every time. So there we can not contact them directly this is why we have went through Dodge and all this is documented with Dodge. [redacted]s Chapmans reply is unreasonable and not a way to resolve this matter. There is nothing Legal with a complaint so just because I filed a Complaint with the Revdex.com does that mean I can no longer bring my truck up there if I had the time to? This is a joke. We ask that Chapman do their job fix the recall and allow my wife [redacted] to drop off her truck and pick it up.

Regards,

Business

Response:

In response to the message from consumer received today, June 19, 2014:

We are trying to resolve Mr. [redacted]'s complaint without going against our attorney's advice regarding Mrs. [redacted]. We have offered shuttle service and pick up/drop off service to accommodate his schedule. Perhaps Mr. [redacted] is unaware that we are open on Saturdays from 8:00am until 5:00pm? Would a Saturday appointment work better for him?

I don't know what phone number Mr. [redacted] is calling, but if he calls our listed number of [redacted] we would certainly make any reasonable accommodation to service his vehicle. We have never requested that our phone carrier block a number.

Sincerely,

General Manager

Chapman Auto Center

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Mr. [redacted] is making this a legal issue when its not. Our legal advice was the COMPLAINT made by my wife [redacted] has nothing to do with Chapman fulfilling their obligation to fix our vehicle. Mr. [redacted] is bullying ad playing games this is a Recall by Chrysler, Chapman needs to fix this. They have already breached their contract with us on the tires we bought from them that was suppose to have free rotation and balance. We can not jump through the hoops Mr. [redacted] is wanting us to so we paid for that work to be done at a business that cares for their customers. The whole Shuttle thing DOES NOT work for us as I have to drive a town vehicle bring the Fire Chief. Mr. [redacted] is very much aware of this. That is why we ask that My wife [redacted] be able to bring the vehicle in and drop it off and pick up when ready. I can not drive two vehicles at the same time. Mr. [redacted] is trying to say that it is a legal issue there is nothing in the courts as of yet, there was a complaint filed with the EEOC by my wife. just like I am filing this complaint. WE ask that the back and forth just stop and Chapman step up do the right things for once and fix the recall. We take our Vehicle to a very nice car repair place for other problems we have with our Dodge but we are told by Dodge that a dodge dealership has to do this recall. If Chapman doesn't want to do what is right then they pay for our time and furl to go to Cottonwood. We should not have to drive the 80+ miles when my wife can drive 20 miles and get it fixed. Chapman is a very poor company. Customers mean nothing to them Mr. [redacted] had made that clear. Please I worry about my wife and 2 kids driving around with this recall . Do the right thing fix the recall.

Regards,

Business

Response:

In response to the message from consumer received today, July 11, 2014:

I believe we have offered several reasonable accommodations to Mr. [redacted]. It seems the only solution he will be satisfied with is to have Mrs. [redacted] bring his vehicle in.

However, that is the only thing that is not possible. I state for the third time that our legal counsel has advised that we have no contact with Mrs. [redacted] until the EEOC complaint is resolved.

I am sorry that Mr. [redacted] feels it necessary to address this issue through the Revdex.com instead of contacting me directly.

Sincerely,

General Manager

Chapman Auto Center