Chapman Scottsdale Autoplex

Please find attached correspondence with [redacted] showing the payment has been made for the additional money he receive a bill for. As you can see the payment was made on 2/24 but was rejected by Ford for some unknown reason. On March 2nd the payment was made again & we are reimbursing the customer for the payment he made in the amount of $409.13.
We believe this matter is closed and the customer is satisfied with the resoltuion. 
Sincerely, [redacted]General ManagerChapman Scottsdale Autoplex

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.Thank you so much for responding to my issue I have encountered regarding the payoff of our traded in lease on a 2012 Ford Escape.  It looks like the dealership responded that this issue has been resolved but just today I received a bill from Ford $2,271 for the balance of my payoff.  As part of our deal the dealer agreed to pay off our vehicle in total (including the final 4 payments).  This bill includes 2 monthly payments....also note that I had to make the 2/10 payment as the dealer still hadn't paid off the car (lease was eff 1/18) and I was concerned with my credit.  So I am being charged for 2 payments + additional mileage which again was agreed to as part of the payoff.- First 2 attachments are copies of the lease agreement we signed on 1/18 showing the payoff for the Escape.  I did not provide the payoff amount to the dealership....the only figure I provided to the dealer was the "residual value" for the Escape once the lease was over ($17,385)....which came from my lease documentation.  My assumption would be they contacted Ford to obtain final payoff amount.  (Please also note that we did not actually take delivery of the Santa Fe until 1/23 as the car did not arrive at the dealer until then)- 3rd attachment is copy of email from Sales Rep (Steve) on 1/15  confirming they would be paying the final 4 payments of the lease and confirming the monthly lease payment of $445 for 48 mo lease with $2K down (which I paid already)- 4th attachment is email from Sales Rep (Steve) on 1/19 confirming that payoff is all set with Ford and would be made by 1/26.- 5th attachment is email from Sales Rep (Steve) on 1/27 that the payoff on my Ford was coming and the Finance Manager (Carmine) said not to worry about my payment due on 1/26 as they were taking care of it.  Unfortunately I have received a late fee as the Ford has still not been paid......to avoid impacting my credit and having additional late fees I did make a payment in the amount of $409 to Ford on 2/10.  This should have been paid by Hyundai.- 6th attachment are my emails to them trying to obtain a status on my payoff.  I initially sent email on 2/7 but did not receive any response.  I followed up  again with an email and no response.  As a result, I did follow-up with a call and spoke with Justin....he said that he would follow-up with me within an hour with an update.  After 2 hours I called back (I did not hear back) and again spoke with Justin who said he left voicemails and emails to the parties responsible but hadn't heard back.  He said he would send a follow-up email to them once we got off the phone and would copy me on it.....I did not receive any email.- 7th attachment is letter from dealership to Revdex.com indicating the car has been paid off and resolved (that is not the case given the bill I received).- 8th attachment is the final bill I just received from Ford.Please note that on or about 1/29 [redacted] called me to advise that they miscalculated the payoff on the Escape and that I owed between $1,200-1,400 more than what we agreed to and what was signed on the new lease.   I indicated I didn't have that money and our payments were already at the high end of our budget so we couldn't afford any additional money down or higher payment.  I asked why were we responsible for the error since all the paperwork had already been signed.  I even offered to return the Santa Fe and we could take the Escape back since we still had 4 months left of the lease and didn't need to turn it in now if it financially didn't make sense.  He said he needed to talk to his manager and would get back to me.  He did call back and said the dealership agreed to eat the difference since it was their mistake which I appreciated and thanked them for taking responsibility for the mistake.All I want is our lease paid off as agreed.  I believe the attached documentation supports what was agreed to and even acknowledgement from the GM at the dealership that it has been resolved.   I appreciate your assistance on trying to get this issue resolved.  Please feel free to contact me at ###-###-#### if you have any additional questions.  

Regards,

To Whom It May Concern:

Please be advised we have contacted [redacted] regarding her concerns. [redacted] came into the dealership yesterday; August 21, 2014 and her vehicle was repaired to her complete satisfaction.

If you have any further questions or concerns please feel free to...

contact me at ###-###-####. 

General Manager 

Chapman Scottsdale Autoplex

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.  I sent email to Revdex.com to have this complaint deleted.  The dealership was very helpful and getting me the car we wanted. 

Regards,[redacted]

Please be advised we have further reviewed the customer's concerns with the vehicle and have spoken to [redacted], [redacted] who inspected the vehicle upon arrival at their dealership.Our conversation with the representative at the Nissan dealership has not changed our position regarding the condition of the vehicle.  As we previously stated the vehicle was in good working order when it was sold to Mr. [redacted].  At no time when the vehicle was in the possession of Chapman was the drive shaft tampered with.The inspection at the Nissan dealer revealed the drive shaft came loose and in doing so damaged the rear differential and drive shaft.  It is unlikely that after 72,623 miles the bolts would come loose without somehow being damaged or someone tampering with them. We are aware that Mr. [redacted]'s son did some repairs to the vehicle when he discovered an oil leak.Again, Chapman believes the vehicle sold was in excellent working order and the customer was given the opportunity to purchase an extended warranty and declined to do so. While we are very sorry the customer has had this unfortunate situation, Chapman has no obligation to repair the vehicle

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.
Thank you for getting back to us but some how you are getting incorrect information. After we took the vehicle back from Chapman, we had a full inspection done by one of [redacted] insurance adjusters, and we also had a second opinion inspection by a certified mechanic/body shop in [redacted]. There is no extensive frame damage, the frame is not collapsing and does not need to be replaced. The appointment you speak of that we had with you never existed, we never set an appointment with the factory representative nor did they ever call us to make one. The only people we have been dealing with are the service providers, who are [redacted] and [redacted] the manager. Per manufacturer and legal warranty restrictions only apply to a total loss vehicle or salvaged title, our vehicle never had a total loss or salvaged title. As you state that you had relayed to us numerous phone conversations that the manufacture is requiring the vehicle to return to factory specifications is INCORRECT. We have recorded conversations with [redacted] customer service stating that the only people that can lift the restriction is the dealership that originally bought the vehicle to. We also asked on several occasions for a written detailed notice why there was a restriction on the vehicle and everyone refused to send it to us. I never knew the vehicle warranty was voided until I tried bringing it back to Chapman Dodge on July 16th, after the repairs were done by [redacted]. On July 17th, I received a phone call from [redacted] stating that the factory warranty was voided. We spent 6 hours on the phone with [redacted] and they are telling us the restriction was put on by the dealer and can only be removed by the dealer. What has been done is against the law and regulations, we are in total disgust with [redacted] and Chapman Dodge at this point. Bottom Line is this vehicle has 100,000 mile warranty on it and the only way it can be restricted/voided is due to a total loss or salvaged title which this vehicle does not have. Chapman Dodge and [redacted] are breaking the law due to Bad Faith and Lies Warranty.  We are now seeking legal advice for further actions.

Regards,

Please be advised we reached out to Mr. [redacted] and purchased back his vehicle. He is happy and his concerns have been resolved.Should you have any further questions or concerns, please feel free to contact me.

The response from Chapman Hyundai is a miss-representation of the reality. My service adviser NEVER accepted to have my window tint replaced at no charge to me, thus my complaint.
My Tyson W[redacted] after my emails of September 05, 2015 and more recent from October 29, 2015, even if I...

explicitly asked for it, never responded to my request to have my window tint fixed at no cost to me. In the answer from the dealer to my Revdex.com complaint, there is still no explicit acknowledgment this repair would be performed free of charge as per my original purchase agreement. As long as this is to be the case, my complaint will remain and I will ask for a full refund, either through the Revdex.com or further legal litigation.Best regards

To Whom It May Concern:Please find attached the electronic draft taken by Ford for the payoff of the 2012 Ford Escape VIN # [redacted] that was traded in by Mr. & Mrs. [redacted]. We do apologize for the confusion and delay in getting this matter resolved for the [redacted]'s...

as there was information from Ford that was given to us in error regarding the payoff and grounding of this vehicle. However, it has been resolved.Should you have any further questions or concerns, please feel free to give me a call/email at ###-###-#### or [redacted].

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.Thank you so much for responding to my issue I have encountered regarding the payoff of our traded in lease on a 2012 Ford Escape.  It looks like the dealership responded that this issue has been resolved but just today I received a bill from Ford $2,271 for the balance of my payoff.  As part of our deal the dealer agreed to pay off our vehicle in total (including the final 4 payments).  This bill includes 2 monthly payments....also note that I had to make the 2/10 payment as the dealer still hadn't paid off the car (lease was eff 1/18) and I was concerned with my credit.  So I am being charged for 2 payments + additional mileage which again was agreed to as part of the payoff.- First 2 attachments are copies of the lease agreement we signed on 1/18 showing the payoff for the Escape.  I did not provide the payoff amount to the dealership....the only figure I provided to the dealer was the "residual value" for the Escape once the lease was over ($17,385)....which came from my lease documentation.  My assumption would be they contacted Ford to obtain final payoff amount.  (Please also note that we did not actually take delivery of the Santa Fe until 1/23 as the car did not arrive at the dealer until then)- 3rd attachment is copy of email from Sales Rep (Steve) on 1/15  confirming they would be paying the final 4 payments of the lease and confirming the monthly lease payment of $445 for 48 mo lease with $2K down (which I paid already)- 4th attachment is email from Sales Rep (Steve) on 1/19 confirming that payoff is all set with Ford and would be made by 1/26.- 5th attachment is email from Sales Rep (Steve) on 1/27 that the payoff on my Ford was coming and the Finance Manager (Carmine) said not to worry about my payment due on 1/26 as they were taking care of it.  Unfortunately I have received a late fee as the Ford has still not been paid......to avoid impacting my credit and having additional late fees I did make a payment in the amount of $409 to Ford on 2/10.  This should have been paid by Hyundai.- 6th attachment are my emails to them trying to obtain a status on my payoff.  I initially sent email on 2/7 but did not receive any response.  I followed up  again with an email and no response.  As a result, I did follow-up with a call and spoke with Justin....he said that he would follow-up with me within an hour with an update.  After 2 hours I called back (I did not hear back) and again spoke with Justin who said he left voicemails and emails to the parties responsible but hadn't heard back.  He said he would send a follow-up email to them once we got off the phone and would copy me on it.....I did not receive any email.- 7th attachment is letter from dealership to Revdex.com indicating the car has been paid off and resolved (that is not the case given the bill I received).- 8th attachment is the final bill I just received from Ford.Please note that on or about 1/29 [redacted] called me to advise that they miscalculated the payoff on the Escape and that I owed between $1,200-1,400 more than what we agreed to and what was signed on the new lease.   I indicated I didn't have that money and our payments were already at the high end of our budget so we couldn't afford any additional money down or higher payment.  I asked why were we responsible for the error since all the paperwork had already been signed.  I even offered to return the Santa Fe and we could take the Escape back since we still had 4 months left of the lease and didn't need to turn it in now if it financially didn't make sense.  He said he needed to talk to his manager and would get back to me.  He did call back and said the dealership agreed to eat the difference since it was their mistake which I appreciated and thanked them for taking responsibility for the mistake.All I want is our lease paid off as agreed.  I believe the attached documentation supports what was agreed to and even acknowledgement from the GM at the dealership that it has been resolved.   I appreciate your assistance on trying to get this issue resolved.  Please feel free to contact me at ###-###-#### if you have any additional questions.  

Regards,

Once again, as previously stated, [redacted] information is incorrect. The manufacture is the only one who can restrict a warranty the dealership has nothing to do with this process.[redacted] case number [redacted] is for this client and the Revdex.com is more than welcome to discuss the case with them at ###-###-#### to verify the information we have provided. [redacted] did speak with [redacted] on 7/22/15 at 7:58p.m. [redacted] who is the case worker at that time advised [redacted] had restricted his warranty and once the vehicle was inspected by the District Manager pending the vehicle being returned to factory specifications the warranty could be reinstated at the District Manager's discretion. The case states that the [redacted] representative has advised [redacted] the vehicle simply needs to be inspected.Should you have any further questions or concerns please feel free to give me a call.Sincerely, [redacted]General Manager

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.On December 3, 2014, I spoke with the Chapman Autoplex Customer Relations Manager, [redacted]. After speaking with her, there were several issues that raised concern. I would like to address these individually. 1. Mechanical failure- After explaining the particular events that led to this complaint, it was explained to me that the vehicle was in perfect mechanical condition when it was purchased. Ms. [redacted] stated that “things like this don’t just happen” (referring to the mechanical failure of the vehicle.) I conducted online research regarding this particular issue with Nissan trucks and found several instances of this exact type of failure. She further “assumed” that since the vehicle was four-wheel drive, the vehicle was abused which ultimately led to the breakdown. This allegation was unprofessional and unfounded. These reckless comments were unwarranted and disrespectful. 2. Mileage- The amount of mileage that has been placed on the vehicle since purchase is irrelevant. The vast majority of the mileage (approximately 75%) was highway mileage between my son's Marine Corps base in southern California to Arizona and a trip to Utah to visit his family over the Thanksgiving holiday. The underlying issue is the mechanical failure of the vehicle, not the mileage placed on the vehicle since purchase.   Per the response from Chapman Autoplex, I am currently in the process of arranging for the vehicle to be towed ($300 one way) to a dealership in southern California for inspection and estimate of repair ($150). Upon receiving this information from the dealership I will contact Chapman Autoplex. They will have the opportunity to speak with the dealership regarding the findings. This maybe done via teleconference with all three parties. I do not consider this matter to be closed. Regards,[redacted]

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.

There was no work done or completed.  The only action on the vehicle was a diagnose test that cost $195.16.  The diagnose test should have told us what was wrong with the car to fix the check engine light.  I, [redacted], did not authorize any additional services or repair nor did vehicle owner, [redacted].  I see no signatures of either parties on the repair orders. The diagnose test was not properly completed and then they drove the car which started a fire.  For the last two months we have not had any problems with the car on service roads or highway driving.  No work has been done to the catalytic converter and have not had any problems since we took the car away from Chapman "seasoned technicians."  [redacted] Andersen even admitted that one of these "seasoned technicians" was newly employed.   

Regards,

Please be advised the customer concerns have been resolved. [redacted] picked up his vehicle January 2, 2014 to take the 2007 Chrysler back to [redacted]. The client was v ery happy with the outcome with Chapman Scottsdale Autoplex.Please feel free to contact me if you have any further...

questions or concerns.[redacted]General ManagerChapman Scottsdale Autop lex

The work completed was authorized. Please find attached copies of the original documents both bearing the customer's authorization on the initial write up which is done prior to any work being completed and once again on the final repair order once the work had been complete.

As previously stated the reason the vehicle caught fire was due to the catalytic converter being completely clogged.  Chapman maintains its position the work performed was necessary as was the additional work recommended which was performed by the other repair facility.
 

Should you have any other questions, please feel free to contact me.

Sincerely, 

General Manager

Chapman Scottsdale Autoplex

Please be advised the dealership has reached out to [redacted] and has sold him a vehicle at the price he requested. Chapman has a reputation in the valley as a leader in customer service and our desire is to deliver world class customer service to each and every customer. We appreciate the opportunity to address and resolve Mr. [redacted]'s concerns. 

Sincerely, 

General Manager

Chapman Scottsdale Autoplex

To Whom It May Concern,

Please be advised we have been in contact with the customer and have resolved his concerns. A Chapman sales representative delivered the 2014 Tucson to the client's home yesterday evening at a payment and term the customer was happy with.

Should you have...

any further questions or concerns please feel free to give me a call.

Sincerely,[redacted]

General Manager

Chapman Scottsdale Autoplex

Thank you for bringing your concerns to our attention. However, some of the details of your concerns are not accurately reflected. The vehicle was inspected by our body shop, the damage to your vehicle was extensive to the point the frame is damaged. The frame was collapsed in two places and repairs...

that were done by another repair facility did not meet [redacted] specifications. Your statement that Chapman Scottsdale Autoplex had your manufacture warranty voided is incorrect. No dealership has the authority to void a customer's manufacture warranty that is performed strictly by the manufacture. The fact that you had an appointment with the  factory representative for the [redacted] region and decided to not be present at the designated time was a major deciding factor in the manufacture restricting the warranty. Chapman had nothing to do with the decision made by [redacted] to restrict your warranty. As we have relayed to you on numerous phone conve rsations, the manufacture is requesting the vehicle be returned to the factory specifications. Once completed the factory will inspect the vehicle at that time and make a determination regarding the possibility of reinstating the warranty. Until such time these items have been performed, the warranty will remain restricted. As we have previously indicated, we are happy to as ist you in scheduling an appointment to get the vehicle inspected once you have had the necessary repairs completed . We look forward to hearing from you to schedule an appointment with the factory representative.Sincerely, [redacted]General Manager

The repairs in question were performed as requested/authorized by [redacted]. Additional items were suggested to the client such as the radiator, engine air filter, brake flush, etc. At the test drive after the initial repair the vehicle did in fact catch fire but this was in no way a product of...

the 02 sensor repair. The catalytic converter is what caused the fire and we have three seasoned technicians who verified the concerns and witnessed the glowing catalytic converter. It is important to mention such glowing does not happen unless the part is completely stopped up. In our opinion if the catalytic converter was not replaced it most certainly would have to have been cleaned & unclogged. This is not a repair that a dealership would do as it would be a temporary fix.

I am attaching a copy of the repair order form the other shop showing the additional repairs that were done and their costs which mirror the recommended repairs by Chapman with the exception being the catalytic converter.Our position is the repairs we suggested were done and the dealership has made no error in diagnosis or work performed. Chapman does not feel any reimbursement would be warranted at this time. 

Customer Relations Manager

Chapman Scottsdale Autoplex

Dear [redacted],

Please find attached our response to ID# [redacted].

Please let me know if you have any further concerns.

With warmest regards,

Cus[redacted]er Relations Manager

Chapman Scottsdale Autoplex

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BUSINESS RESPONSE:Please find attached documentation substantiating the facts

regarding the interaction between [redacted] and [redacted] were exactly as [redacted] stated. We did have the [redacted] when conversations were

initiated but as you can see by the document's I

have provided one was traded

to another dealer on February 28th and

the other was sold to a customer early on March 11th. Unfortunately, [redacted] did not come

into our store until later in the afternoon. In response to his statement regarding the additional $965.00,

that would be our dealer added accessories which are offered to

every customer and was offered to [redacted] at a discounted

price. Additionally, I have researched all email communications with [redacted]; the last communication was

on February 27111 which stated he was working with another dealer.

As you can see

there was no attempt to Bait & Switch Mr. [redacted]. Chapman does not do business like that which

is why we have an

outstanding Customer Service rating and are only 1 of 3 dealers in our district who received Hyundai's

Presidential Award for Customer Service.

We feel we did our best to meet our

customer's requests based on

what was available to us at the time

he was in our dealership.

General Manager

Chapman Scottsdale Autoplex