BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Chapman Ford of Lancaster meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Chapman Ford of Lancaster include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 6 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||5|
|Total Closed Complaints||6|
Type of Entity
Business ManagementRaymond V.J. Garraffa, President Mr. Norm Eshleman, Controller
Auto Dealers - Used Cars Auto Dealers - New Cars
Alternate Business NamesChapman Auto Group
Industry TipsBUYING A USED VEHICLE
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating Overview
BBB Customer Reviews Star Rating represents the customers opinions of the business. The Customer Review Star Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score. Below is the Customer Review Star Rating scale.
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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|5/27/2014||Problems with Product/Service|
Problems with Product/Service
Read Complaint Details
Complaint: see Attached document
Desired Settlement: Please see attached letter
*** ******* did bring his 1998 Ford Ranger with 77,257 miles for a concern that the check engine light was on. The technician performed an electronic engine control test. Codes in the sytem are ***** and *****. A lean condition was deteched in both banks. The technician performed the pin point test for the codes and the test does not show that the lean condition was detected at this time. The customer was informed that the test should be performed when the engine is cold and for no additional cost to him. The reason that the testing should be performed when the engine is cold so the technician can verify the true cause of failure and unneeded parts are not replaced. The customer was offered to complete all needed testing for the origional cost.
All information was stated to the customer and also documented on the customers invoice copy.
******* * *******
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.
Problems with Product/Service
Read Complaint Details
Complaint: I took my car in to get the annual state inspection, emissions and an oil change. I was informed that in order for the car to pass inspection, it needed a tag bulb and the headlights were oxidized which prevented the light from being emitted. I requested to have the measurements of how much light was being emitted in writing numerous times, to which we never received. I was however shown a copy of a page of the state inspection regulations codebook, which showed that this was part of the points inspection. I was to receive a copy of this but never did. The service adviser kept saying that he was going by what the technection told him and that he trusted his judgment. Our concern comes from the dealership being unable to prove or being unwilling to prove that the headlights were defective.
Desired Settlement: Would like the dealership to refund the money for a repair that they could not or were unwilling to prove that this repair was indeed needed for the vehicle to pass inspection.
**** ***** did bring her 2006 Ford Fusion in for ************ State inpection on February 23, 2013. The licenced technician performed the ** state inspection on that date. The vehicle failed for two issues. One of these issues was for the tag light bulb and the other was that both front head lights where extremely oxidized. The certified licensed technician of 19 years and also a Ford Senior Master technician failed the vehicle for these reasons. Chapman Ford offered the customer the cheapest repair to see if we could save the customers head lights. The customer agreed to have the dealership/technician perform a reconditioning to the head lights. The technician performed the the recondioning and at that time the vehicle's head lights were able to pass PA state inspection and a ** state inspection sticker was issued. **** ***** stated that she was extremely happy with the results of the reconditioning of the head lights and also stated that her husband was going to perform the reconditioning himself, but never got around to it. The customer was billed for the reconditioning in the amount of $131.30. The alternative option would have been to replace the head lights which would have come to a total of $462.47. Chapman Ford felt that we provided the customer with a reasonable and cost-effective repair and the customer was satisfied with the outcome of the repair.
[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]
Business Response: See attached.
[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.]
BBB's Final Determination: Consumer accepted resolution offered by the business.
|3/11/2013||Problems with Product/Service|
|8/27/2012||Problems with Product/Service|