ComplaintsforChapman Dodge Chrysler Jeep

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On March 5, 2024 I dropped my 2021 Jeep Wrangler Rubicon 4xe (*****************) off to address two manufacturer recalls, the B9A (high-voltage, fire) and 0B4 (Defrost System). When checking in, I advised my service advisor ************************* I would require a rental/ loaner since the vehicle would be there a few days. I was advised Chapman no longer pays for rentals, however Jeep Cares (manufacturer) would reimburse the cost of the rental. One day into the repair, I reached out to Jeep Cares to ensure they would indeed be reimbursing me and was advised **** Cares does not reimbursement due to recalls or repairs. This is completely unacceptable as I have no control over a factory recall and not addressing the B9A recall could result in a fire. No customer under factory recall should be out of pocket for any expenses related to the matter. Furthermore, Chapman should not be advising customer Jeep Cares will cover the costs of those out of pocket expenses.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I agreed to price on November 24, 2023 to purchase a truck. The truck was to have spray in bedliner and running boards installed. The bedliner was done quickly. The running boards took like 5 days; I was told they were ordered and went to the wrong dealership; I was told there was a delay in delivery due to Thanksgiving, I was also told it had to be sent out for install- obviously only one scenario can be true Please see the attachments - you will see an email I sent to ******************* that he has never responded too. I think this is highly disrespectful and treatment that I will not tolerate.

  Business response

  02/05/2024

  Good ************************,
  
  We wanted to start off by apologizing for your experience that you had here with us at Chapman CDJR **********. Our goal is to always have a stream line, easy process for us and our customers. We pride ourselves on being upfront and honest and communicative with all of our customers. As you indicated we fell short on our communication and timeliness of your transaction and will address these issues internally. I am pleased to hear that ***** was able to assist you during this time and able to clear up some of the issues. I also wanted to address the cleanliness of the truck, we have taken what you have told us and have made internal changes to our processes here to ensure we are delivering a better product to our customers. Lastly I see you have indicated a few other items that you would like addressed, window tint, rocker panel, residual cleaning residue, seat bolts and hitch adaptor. We would love to set you up an appointment to get these items addressed and handled for you, please feel free to reach out to ***** at your convince. We appreciate your business and apologize for the experience that you had with us,but will continue to improve and serve you better in the future.
  
  Chapman CDJR
  *********************
  General Manager             

• Initial Complaint

  05/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had to sell my 2019 Dodge Ram **** diesel in June. I contacted Chapman Auto (***************************) on 7/25/22 about being reimbursed for the remainder of my extended warranty. She forwarded me information of the ********************* I then reached out to *************************, and I sent him the proof of sale shortly thereafter. After e-mailing him several times over many months, I then requested to be put in contact with one of the Managers. I left him a voicemail, and he had **** call me back. When I reached back out to him, he didnt answer, nor did he return my call. Said manager also never called me back to make sure the issue had been rectified. I then called and asked for the ** (I believe his name was ****) and asked that he call me back before I escalate this matter. I left him said voicemail Monday 5/8, with no response. I then tried **** again 5/11, and left him a voicemail, with no response. All I want is the refund for my warranty that is due. This has taken almost a year to rectify at this point. This experience has been completely different from what I experienced when purchasing a vehicle from them - they even gave me a discount for being a ** Military veteran!

  Business response

  05/13/2023

  I have spoken with **************** and will handle on Monday morning when the office is open.  He is going to provide me with the documents he had sent to **** in finance department.  He will be working directly with me to resolve the issue.

   

• Initial Complaint

  05/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Not sure if Jeep is extremely unreliable or if this service department is grossly incompetent. Each time I go in for an issue there is a laundry list of items that "need" to be fixed with no real proof or explanation. There is also the commitment of leaving my vehicle there for multiple days just to diagnose the initial problem I brought it in for, while adding on ten additional items they seemed to find. Spent $4K in repairs last month with the same issue popping up just 1 day after pulling off the lot. This after the second radiator replacement and them trying to charge me before bringing up that it should be under warranty (which was an additional 4 days in the shop). It was then returned to me with the back seats still pulled apart and scattered in back while a complete mess. I have reached out multiple times with the promise of a service advisor reaching out to set up an appointment but there has been zero follow up. It's unfortunate as these poorly managed service appointments and complete lack of customer service will have me moving away from any Jeep vehicle in the future.

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a 2020 Chrysler **************** Hybrid in Nov 2020 from Chapman Dodge Chrysler dealership. I had issues with Uconnect theater (freezing on main screen) in my car and talked with Chrysler ************************* who told me that this is a known problem and there are only 2 ways to fix it (1) update the *** (2) if ** update does not work, replace the units. Since September 2021, I have gone to Chapman more than 5 times and spent 5+ hours each time waiting. The technician simply updates the ** and says it is fixed when I keep telling him that it does not work! Twice, I have even showed him the frozen screen after he claimed that it was fixed. Finally, in Feb 2022, Chapman agreed to replace the unit but I have been asking for an appointment for last 3 months and they don't give it! They keep saying that they are very busy and out of loaner cars. Are you kidding me? For 3 months? I have all the texts from Chapman for last 9 months to prove that everything I said is true. The Uconnect always freezes when I need the most, when the kids are crying in car and need their TV. This is ridiculous. A $50,000 car and cannot play a simple TV well. I am appalled by the lack of customer service. It has been 9 months for me, using a defective car. How is that fair?

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Me and my sister in law went in to look at a Jeep Wrangler that was listed for sale. Looked it over and did a test drive everything looked great so wanted to buy it. The sales rep told us they just took it in as a trade a couple days ago and was going to go through the shop and they wont sell till after it is done but if we put a 200 dollar deposit they would hold and itll take like 3 days to clear the shop. Three days later we call the sales rep and he tells us the jeep didnt pass and needed **** worth of work and the dealership was going to just sell it at auction do you the price. We were pretty deflated but understood and he told us come in get the deposit back and look at anothers Jeep 5k more. Told him the new idea was a little more then we were wanting to go and we would get the deposit later. I came in the 2 days late to get the down payment and talk to him still going on about they cant sell a lemon and it cost to much to fix and apologize for us not finding one with him. I start walking back out to my car and I see the same Jeep with the matching stickers as the one we put the down payment on but they jacked up the price 3K more. I asked the sales rep and he just played dumb and refused to talk about it.

  Business response

  04/15/2022

   We display vehicles as soon as we take them in on trade and anticipate what we think the sale price will be based on condition, but we are not able to sell them until we have a clear title.  We do not recondition our vehicles until we have a clear title.  The price could have changed because the vehicle needed work that we did not know about until we inspected it.  But if you have a signed quote and left a deposit at those agreed upon numbers we would honor that.  Displaying the vehicle out front for a higher price would have not altered your agreed upon purchase.

  Customer response

  04/15/2022

  That wasnt an option though we were told explicitly ghat you would not sell it because it wasnt worth it and are sending it to the auction. We didnt get a chance to see what the new price would of been or anything. And after we got told it needed the work the vehicle never left the upfront lot we were at a different dealership looking at different cars the next few days and saw it each time.

  Business response

  04/16/2022

  I am sorry this happened and that neither our sales associates or sales managers were more diligent.  I will address our staff.  Again, I am truly sorry this happened.  Did you end up finding a Jeep?

• Initial Complaint

  10/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Bought a car from them last night online. This morning I spent 3 hours working on the logistics of the sale with ****** Later he called and said someone else had put money down on the car this morning after I had bought it online. I asked to talk to his Manager. Someone named "******" called back and said someone had come in and put money down on the car. He was belligerent and demeaning. I was trying to pay cash for the car. I want a written apology and to be reimbursed for my time. 4 hours @ $50.00 an hour. I can provide documents.

  Business response

  10/14/2021

  Mr. Vivant,

  I apologize for the experience with trying to purchase a vehicle from our dealership.  Unfortunately a vehicle is not considered sold until either a deposit is put on the vehicle to hold or paperwork is actually completed.  It is my understanding you agreed to the terms of the purchase but was not willing to put a deposit to hold the vehicle until you were able to transfer money from your *********** account and would not accept the offer to delivery the vehicle to your house to have documents signed.  We also offered to Fed Ex documents to you but refused that as well.  

  I apologize if the conversations between our sales staff and your felt demeaning or belligerent, but I do not feel that was anyone's intention.  Based on your response to our team it appears that frustration was a factor which we completely understand and would like to apologize for.

  We will not be reimbursing you for your time in attempting to purchase a vehicle.

  That is total BS.  I bought the car last night and took your process as far as it could go.  Your site told me the car was mine. I was working with your inexperienced salesman ***** to send you the total purchase price as soon as your guys figured out how the internet works. "******" was deceitful, obnoxious, rude,  and talked in circles.  It's sad our Country and some people in it have come to believe that kind of behavior is acceptable in any part of society. In a business setting or otherwise.  Did the people "from **********" ,******* words, magically show up and put $5.00 down?  I WOULD NOT buy a car from that clown even if ****** drove it here with a ribbon tied on his dimwitted head. I'm sorry to speak in such ***** terms.  Not knowing you maybe your worth some insight.  The first step is self awareness. The second,honesty.  I've probably given you more than you deserve. Adios.  P.S.  With your wishes and .25 cents I can buy a gallon of filtered water.

  *******************************

  Customer response

  10/14/2021

    To Whomever, who basically make three accusations. One, that the cars is not yours untill you make a deposit. Nowhere on their "Buy it online now"! Option does it mention a deposit. It has a 8 hour running timer,to hold your car,to complete the procedure. The procedure involves clicking some options, supplying some general information, cash or lease or finance, and providing delivery information. Copies of drivers license and insurance cards. When your done , the clock stops and you are led to believe the car is yours. It says you will be contacted the next day to finalize. (2) The deposit: Again nowere anywere does it mention a deposit. Online there is no option to place a deposit. The whole point of online purchase is to do it online. The first I heard of a deposit was from ****** who clearly had no experience in his job. Not his fault, just had not been trained proprly or at all. I explained to ***** I was paying cash for the car, today, all at once. I just bought a car from Carvana last week doing this. This discussion was AFTER he emailed me a price breakdown for the car. I texted him back that the # was fine and awaiting an electronic **** to pay as I had done with carvana and every other business online does. Evidently this dealership doesnt understand its not **** anymore. If he would have invoiced me for a deposit I would have paid it. Why?? Cant answer that. Again this was all supposed to happen online not on the phone. Third I have no idea what ****** was talking about for paperwork. Physically signing something. And I never refused anything, I said drive it to me, fed ex it, snail mail it, I didnt care I aint in no hurry. m Internet sales require electronic contracts like carvana or the government allow. I just sold a million dollar house completely electronically. Did a sixth month messy divorce electronically. I never signed one real piece of paper except for one thing that needed to be witnessed by a notary. I never actually physically met my lawyer, my ex wifes lawyer or the judge. So basically everything you are saying is Hc. And beyond that your boy "******" was rude, unprofessional, uniformed, argumentative and has just about every quality a grown man should not have. Now I have wasted another hour. Please remit $250.00 for educating you on how businesses are run. Yours truly......

  Business response

  10/15/2021

  Our online buying tool locks the price for 8 hours, but does not hold the vehicle.  Carvana does hold a vehicle for you for 8 hours so I can see where the assumption came from since you just purchased a vehicle from them. Our sales staff did contact you in the morning to finalize the purchase and a deposit to hold the vehicle was refused.  At the same time there were several other clients also working on purchasing this vehicle.  We would be more than willing to try to locate the same vehicle for you or place and order and offer you a discount of $500 to compensate for the time you have spent.  

• Initial Complaint

  08/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On April 13, 2021, I took my 2020 Jeep Gladiator to Chapman Dodge Chrysler Jeep Ram for these warranty-covered repairs:1.Floor mat was not snapping down 2.Rear window was leaking water 3.Fender clear BRA was delaminating Chapman hired third-party to replace the window. The third party damaged the top beyond repair. Chapman replaced the top but the new top was damaged and the work done on the top was terrible, Chapman agreed and said they would fix it. 10 weeks later I still do not have my vehicle returned and Chapman has not provided a resolution.

  Business response

  08/23/2021

  After speaking with the customer and being notified of the situation Chapman CDJR took swift action, and brought in Factory Area Manager on 8/13 to meet with Customer to discuss issues. ********************** has scheduled to fix the paint under the clear bra, the exterior paint on the replacement top and offered customer for ********************** to pay for one month payment. Customer agreed with offer and outcome the original customer issue has been resolved. 

  Customer response

  10/19/2021

  I have read Chapman's response; "After speaking with the customer and being notified of the situation Chapman CDJR took swift action, and brought in Factory Area Manager on 8/13 to meet with Customer to discuss issues. ********************** has scheduled to fix the paint under the clear bra, the exterior paint on the replacement top and offered customer for ********************** to pay for one month payment. Customer agreed with offer and outcome the original customer issue has been resolved."

  
  

  1. Chapman was notified of the issue in June it is now end of August. (This is not swift action, it has been 3 months) 

  2. The Factory Area Manager ****** that was brought in made no assurances, besides that he determines Jeep/Mopar quality standards.

  3. Chapman has made arrangements to fix the paint under the clear bra and the exterior paint on the replacement top. (This was what the Jeep was brought in for in June.) 

  4. Chapman offered to pay for 1 months payment. 

  5. The issue has not been resolved. Chapman, is still in possession of the Jeep with no time frame as to when it will be returned.
  

   

  Chapman Dodge Chrysler Jeep Ram has contacted me to resolve the issues. I have had to meet with ********************* and ***** from Chapman Dodge Chrysler Jeep Ram, ******************* from Chapman Corporate, **** from Chapman Bodyshop Tempe and a not personable Jeep/Mopar representative named ***** I have made 9 trips to the dealership and body shop since April. I do not believe that Chapman appreciates my time or the money spent on going to meet them and the opportunity loss from the wasted time having to meet. 
  
  I was told last week that my jeep was going to get fixed and the top was off of it and the window removed but they did not have the window replacement, so my brand new 2020 Jeep Gladiator is now sitting at the body shop with no top on it and and a window removed. This does not seem logical to remove the window and top before the parts have arrived and let the Jeep sit outside getting exposed to the sun and monsoon season. 
  
  3 months and no timeline as to when i will have the Jeep back. 

   

  *****************************

  Customer response

  10/19/2021

  I have read Chapman's response; "After speaking with the customer and being notified of the situation Chapman CDJR took swift action, and brought in Factory Area Manager on 8/13 to meet with Customer to discuss issues. ********************** has scheduled to fix the paint under the clear bra, the exterior paint on the replacement top and offered customer for ********************** to pay for one month payment. Customer agreed with offer and outcome the original customer issue has been resolved."

  
  

  1. Chapman was notified of the issue in June it is now end of August. (This is not swift action, it has been 3 months) 

  2. The Factory Area Manager ****** that was brought in made no assurances, besides that he determines Jeep/Mopar quality standards.

  3. Chapman has made arrangements to fix the paint under the clear bra and the exterior paint on the replacement top. (This was what the Jeep was brought in for in June.) 

  4. Chapman offered to pay for 1 months payment. 

  5. The issue has not been resolved. Chapman, is still in possession of the Jeep with no time frame as to when it will be returned.
  

   

  Chapman Dodge Chrysler Jeep Ram has contacted me to resolve the issues. I have had to meet with ********************* and ***** from Chapman Dodge Chrysler Jeep Ram, ******************* from Chapman Corporate, **** from Chapman Bodyshop Tempe and a not personable Jeep/Mopar representative named ***** I have made 9 trips to the dealership and body shop since April. I do not believe that Chapman appreciates my time or the money spent on going to meet them and the opportunity loss from the wasted time having to meet. 
  
  I was told last week that my jeep was going to get fixed and the top was off of it and the window removed but they did not have the window replacement, so my brand new 2020 Jeep Gladiator is now sitting at the body shop with no top on it and and a window removed. This does not seem logical to remove the window and top before the parts have arrived and let the Jeep sit outside getting exposed to the sun and monsoon season. 
  
  3 months and no timeline as to when i will have the Jeep back. 

   

  *****************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩