Our Finance Director Zoe b [redacted] has been speaking with the consumer and has indicated that the matter is now resolvedThank you and contact me if there are any questions or if any additional information is needed Sincerely, Tim M***General ManagerChapman Ford
Our Service Director, Rick W***, was not aware of Peter's issueNow that he is informed, Rick's priority is to help PeterRick let me know he has attempted to contact Peter and has not heard back yetPlease have Peter call me [redacted] at [redacted] so that I can get him in touch with Rick as soon as possible(You may find that they have already spoken by the time you read this message.)
Our Service Advisor, John, advised Ms*** that our technician had diagnosed the issue, however, the vehicle had not been serviced yet, as we only had one technician staffed that dayOur technician had taken time away from other vehicles to diagnose hers in an effort to submit the claim for a rentalSince Ford does not cover rental fees in Ms***s case, John attempted to assist Ms [redacted] with renting a vehicle from [redacted] Many times, our advisors will call and make appointments for our customers, etcAt this time, Ms [redacted] advised John that she did not have the money to cover the rentalIn an attempt to further assist Ms***, John looked into any Ford policies that might allow us to provide a rental at no cost to herUnfortunately, this was not possibleAs a last effort to assist Ms [redacted] regarding a rental, John offered her a loaner vehicle and Ms [redacted] advised she did not have her driver's license with herPer company policy, we are not able to provide a loaner vehicle to a customer without a driver's license present at the time of the requestAdditionally, when Ms [redacted] references being asked to leave a credit card, should we supply her a loaner vehicle, she told John that we should be the ones responsible if there are any damages to the vehicleWithout a credit card deposit, nor a driver’s license, we were unable to offer Ms [redacted] a loaner vehicleThis is where the interaction escalated and Ms [redacted] refused to have her vehicle serviced here because we could not supply her with an alternate vehicleIt was at this time that we suggested she have the vehicle towed or removed at her convenienceMs [redacted] also submitted reviews on [redacted] and [redacted] , both of which we have responded toOur Service Director has also attempted to contact Ms [redacted] several times and has been unsuccessfulIf Ms [redacted] would like to speak with our Service Director, Richard Webb, his direct line at the dealership is [redacted] ***
this is absolutely untruePlease go back and listen to your voice conversation on the recorded lines I aparently called in onThe service manager was extremely rude and I was blatantly told to take my vehicle elsewhereMy car now out of no where has additional problems since being in chapmans shop, and not once was there ever a call for an apology on how your service manager actedI am aware that nothing is free and at no time whatso ever expected a free loaner carI was willing to pay, the service manager was upset in regards to my questions on itAnd on saturday before I was told to yake my car to another dealer, I simply asked the service manager to have the paperwork ready as I would go in at my lunch and would not be able to waitThat is when chapmans servive manager was agrivated and became very rudeWith you generic response it is clear that customer service is not your priorityAnd I will make this known
Hi, Marie.Thank you for reaching outSince I sent Christopher that email, [redacted] and Marlo (our director) spoke and have resolved [redacted] concerns.Let me know if you need any further details and I'm happy to provide them.By the way, Christopher would copy me on any emails/Revdex.com concerns to our GM Drew Davault since I'm his assistantNot sure if that is something you're able to do for future Revdex.com complaints.Kate P [redacted] - Executive AssistantChapman FordDirect Line: ###-###-####
Hi Christopher – We have not forgotten about thisI apologize for the delay; we’ve had some personnel changes at our Body ShopCurrent update is that the vehicle has been finished and delivered to the customerCustomer is happy and satisfied with the resultsI’m not sure if this is enough information, so please let me know what else I can do to help complete this processThank you and have a great weekend!
To Whom It May Concern: I have reached out to the client and we are issuing a check for the $ We have had no other issues with the gift cards and this one actually should be good to but just to avoid any further issue, we will send a check Sincerely, Jamie P [redacted] Customer Relations DirectorChapman Ford
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution 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 Regards, [redacted] ***
[redacted] , I was forwarded this e-mail concern. I was completely unaware of this issue until receiving this e-mail but please know we have addressed the concern. The new oe replacement strut has already been ordered and is here. I have had a live voice to voice conversation with Mrs. Colleen... K [redacted] informing her the part is here and that we are ready to install the strut whenever her schedule permits, she informed me that she would be here within 30 minutes. With regards to the loose weather-strip on her right rear door, I was made aware of this when she picked up her vehicle from us. The part we need has a couple of different options and I have to know the correct option to order it, which will take 2-3 days to get in. This has been explained to Mrs. K [redacted] as well and we will confirm this while her vehicle is here getting the strut installed. This is a serious matter/concern that we are looking into and can only offer a sincere apology for and that this was an innocent mistake. Please feel free to contact me direct regarding any questions or concerns pertaining to the issue. Scott J [redacted]
the customers paperwork has been updatedas for as the discount all customers are awarded all rebates and specials that each specific customer qualifies at the time of purchase
I looked into this matter and when *** *** requested that we put him in a less expensive vehicle, we did, and it was even at our cost because we paid the buy-back billed by the bankWe’ve reached out to *** *** several times (even before this complaint) and he has not returned our calls.We were
also unaware that he has not received his license plate and he is welcome to contact the dealership so we can assist himHe can use my contact information included in my email signature, if you’d like to pass that message along to him.Please let me know if you need anything further
sorry for the miss communicationChapman Ford will be happy to take care of the chips in the paint for youplease schedule a time and we will take care of it
[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 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
Regards,
*** ***
[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.]
Better Business...
Bureau:
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.
Regards,
Robert S[redacted]
4 6 17. Follow up. I returned my car to Chapman Ford on March 27, as they recognized that they did not replace the strut as requested. Today is April 6, and the car is still there. Apparently the ** Collision shop is unable to test the alignment as there is a “piece missing”. 4 10 2017. More interesting follow up. My husband and I went to both Chapman ** and Chapman Collision shop on Saturday to look for my car. We found it at Chapman ** and spoke with Mike in the service Department. The ** was TOWED to him early last week: there was no key. Mike was told to order one from the factory, and this took 3 days. He has a key now and needs to re-program it to my car. He will try to align the car today. My request remains the same. This complaint will remain in place. I will continue to follow up with social media sites about Chapman Collision and alert followers of the notion of thinking carefully about using Chapman as a company with which to do business.
[redacted], I was forwarded this e-mail concern. I was completely unaware of this issue until receiving this e-mail but please know we have addressed the concern. The new oe replacement strut has already been ordered and is here. I have had a live voice to voice conversation with Mrs. Colleen...
K[redacted] informing her the part is here and that we are ready to install the strut whenever her schedule permits, she informed me that she would be here within 30 minutes. With regards to the loose weather-strip on her right rear door, I was made aware of this when she picked up her vehicle from us. The part we need has a couple of different options and I have to know the correct option to order it, which will take 2-3 days to get in. This has been explained to Mrs. K[redacted] as well and we will confirm this while her vehicle is here getting the strut installed. This is a serious matter/concern that we are looking into and can only offer a sincere apology for and that this was an innocent mistake. Please feel free to contact me direct regarding any questions or concerns pertaining to the issue. Scott J[redacted]
the customers paperwork has been updated.. as for as the discount all customers are awarded all rebates and specials that each specific customer qualifies at the time of purchase
this is absolutely untrue. Please go back and listen to your voice conversation on the recorded lines I aparently called in on. The service manager was extremely rude and I was blatantly told to take my vehicle elsewhere. My car now out of no where has additional problems since being in chapmans shop, and not once was there ever a call for an apology on how your service manager acted. I am aware that nothing is free and at no time whatso ever expected a free loaner car. I was willing to pay, the service manager was upset in regards to my questions on it. And on saturday before I was told to yake my car to another dealer, I simply asked the service manager to have the paperwork ready as I would go in at my lunch and would not be able to wait. That is when chapmans servive manager was agrivated and became very rude. With you generic response it is clear that customer service is not your priority. And I will make this known.
Our intention is not to send a generic response. We would like to rectify this issue. At this time, what would Ms. Klien like from us? Please know that we did not service the vehicle after diagnosing the issue.
MrS [redacted] picked up his refund check of $on Monday 6/6/The trade in has been paid off for sometime, we have the title
Our Finance Director Zoe b [redacted] has been speaking with the consumer and has indicated that the matter is now resolvedThank you and contact me if there are any questions or if any additional information is needed Sincerely, Tim M***General ManagerChapman Ford
Our Service Director, Rick W***, was not aware of Peter's issueNow that he is informed, Rick's priority is to help PeterRick let me know he has attempted to contact Peter and has not heard back yetPlease have Peter call me [redacted] at [redacted] so that I can get him in touch with Rick as soon as possible(You may find that they have already spoken by the time you read this message.)
Our Service Advisor, John, advised Ms*** that our technician had diagnosed the issue, however, the vehicle had not been serviced yet, as we only had one technician staffed that dayOur technician had taken time away from other vehicles to diagnose hers in an effort to submit the claim for a rentalSince Ford does not cover rental fees in Ms***s case, John attempted to assist Ms [redacted] with renting a vehicle from [redacted] Many times, our advisors will call and make appointments for our customers, etcAt this time, Ms [redacted] advised John that she did not have the money to cover the rentalIn an attempt to further assist Ms***, John looked into any Ford policies that might allow us to provide a rental at no cost to herUnfortunately, this was not possibleAs a last effort to assist Ms [redacted] regarding a rental, John offered her a loaner vehicle and Ms [redacted] advised she did not have her driver's license with herPer company policy, we are not able to provide a loaner vehicle to a customer without a driver's license present at the time of the requestAdditionally, when Ms [redacted] references being asked to leave a credit card, should we supply her a loaner vehicle, she told John that we should be the ones responsible if there are any damages to the vehicleWithout a credit card deposit, nor a driver’s license, we were unable to offer Ms [redacted] a loaner vehicleThis is where the interaction escalated and Ms [redacted] refused to have her vehicle serviced here because we could not supply her with an alternate vehicleIt was at this time that we suggested she have the vehicle towed or removed at her convenienceMs [redacted] also submitted reviews on [redacted] and [redacted] , both of which we have responded toOur Service Director has also attempted to contact Ms [redacted] several times and has been unsuccessfulIf Ms [redacted] would like to speak with our Service Director, Richard Webb, his direct line at the dealership is [redacted] ***
this is absolutely untruePlease go back and listen to your voice conversation on the recorded lines I aparently called in onThe service manager was extremely rude and I was blatantly told to take my vehicle elsewhereMy car now out of no where has additional problems since being in chapmans shop, and not once was there ever a call for an apology on how your service manager actedI am aware that nothing is free and at no time whatso ever expected a free loaner carI was willing to pay, the service manager was upset in regards to my questions on itAnd on saturday before I was told to yake my car to another dealer, I simply asked the service manager to have the paperwork ready as I would go in at my lunch and would not be able to waitThat is when chapmans servive manager was agrivated and became very rudeWith you generic response it is clear that customer service is not your priorityAnd I will make this known
Hi, Marie.Thank you for reaching outSince I sent Christopher that email, [redacted] and Marlo (our director) spoke and have resolved [redacted] concerns.Let me know if you need any further details and I'm happy to provide them.By the way, Christopher would copy me on any emails/Revdex.com concerns to our GM Drew Davault since I'm his assistantNot sure if that is something you're able to do for future Revdex.com complaints.Kate P [redacted] - Executive AssistantChapman FordDirect Line: ###-###-####
Hi Christopher – We have not forgotten about thisI apologize for the delay; we’ve had some personnel changes at our Body ShopCurrent update is that the vehicle has been finished and delivered to the customerCustomer is happy and satisfied with the resultsI’m not sure if this is enough information, so please let me know what else I can do to help complete this processThank you and have a great weekend!
To Whom It May Concern: I have reached out to the client and we are issuing a check for the $ We have had no other issues with the gift cards and this one actually should be good to but just to avoid any further issue, we will send a check Sincerely, Jamie P [redacted] Customer Relations DirectorChapman Ford
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution 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 Regards, [redacted] ***
[redacted] , I was forwarded this e-mail concern. I was completely unaware of this issue until receiving this e-mail but please know we have addressed the concern. The new oe replacement strut has already been ordered and is here. I have had a live voice to voice conversation with Mrs. Colleen... K [redacted] informing her the part is here and that we are ready to install the strut whenever her schedule permits, she informed me that she would be here within 30 minutes. With regards to the loose weather-strip on her right rear door, I was made aware of this when she picked up her vehicle from us. The part we need has a couple of different options and I have to know the correct option to order it, which will take 2-3 days to get in. This has been explained to Mrs. K [redacted] as well and we will confirm this while her vehicle is here getting the strut installed. This is a serious matter/concern that we are looking into and can only offer a sincere apology for and that this was an innocent mistake. Please feel free to contact me direct regarding any questions or concerns pertaining to the issue. Scott J [redacted]
the customers paperwork has been updatedas for as the discount all customers are awarded all rebates and specials that each specific customer qualifies at the time of purchase
I looked into this matter and when *** *** requested that we put him in a less expensive vehicle, we did, and it was even at our cost because we paid the buy-back billed by the bankWe’ve reached out to *** *** several times (even before this complaint) and he has not returned our calls.We were
also unaware that he has not received his license plate and he is welcome to contact the dealership so we can assist himHe can use my contact information included in my email signature, if you’d like to pass that message along to him.Please let me know if you need anything further
sorry for the miss communicationChapman Ford will be happy to take care of the chips in the paint for youplease schedule a time and we will take care of it
[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 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
Regards,
*** ***
[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.]
Better Business...
Bureau:
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.
Regards,
Robert S[redacted]
4 6 17. Follow up. I returned my car to Chapman Ford on March 27, as they recognized that they did not replace the strut as requested. Today is April 6, and the car is still there. Apparently the ** Collision shop is unable to test the alignment as there is a “piece missing”. 4 10 2017. More interesting follow up. My husband and I went to both Chapman ** and Chapman Collision shop on Saturday to look for my car. We found it at Chapman ** and spoke with Mike in the service Department. The ** was TOWED to him early last week: there was no key. Mike was told to order one from the factory, and this took 3 days. He has a key now and needs to re-program it to my car. He will try to align the car today. My request remains the same. This complaint will remain in place. I will continue to follow up with social media sites about Chapman Collision and alert followers of the notion of thinking carefully about using Chapman as a company with which to do business.
[redacted], I was forwarded this e-mail concern. I was completely unaware of this issue until receiving this e-mail but please know we have addressed the concern. The new oe replacement strut has already been ordered and is here. I have had a live voice to voice conversation with Mrs. Colleen...
K[redacted] informing her the part is here and that we are ready to install the strut whenever her schedule permits, she informed me that she would be here within 30 minutes. With regards to the loose weather-strip on her right rear door, I was made aware of this when she picked up her vehicle from us. The part we need has a couple of different options and I have to know the correct option to order it, which will take 2-3 days to get in. This has been explained to Mrs. K[redacted] as well and we will confirm this while her vehicle is here getting the strut installed. This is a serious matter/concern that we are looking into and can only offer a sincere apology for and that this was an innocent mistake. Please feel free to contact me direct regarding any questions or concerns pertaining to the issue. Scott J[redacted]
the customers paperwork has been updated.. as for as the discount all customers are awarded all rebates and specials that each specific customer qualifies at the time of purchase
this is absolutely untrue. Please go back and listen to your voice conversation on the recorded lines I aparently called in on. The service manager was extremely rude and I was blatantly told to take my vehicle elsewhere. My car now out of no where has additional problems since being in chapmans shop, and not once was there ever a call for an apology on how your service manager acted. I am aware that nothing is free and at no time whatso ever expected a free loaner car. I was willing to pay, the service manager was upset in regards to my questions on it. And on saturday before I was told to yake my car to another dealer, I simply asked the service manager to have the paperwork ready as I would go in at my lunch and would not be able to wait. That is when chapmans servive manager was agrivated and became very rude. With you generic response it is clear that customer service is not your priority. And I will make this known.
Our intention is not to send a generic response. We would like to rectify this issue. At this time, what would Ms. Klien like from us? Please know that we did not service the vehicle after diagnosing the issue.