Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our business purchased a brand new **** Raptnor. We took inception and immediately contacted them when we were experiencing issues with the driver door speaks and the driver side dash speakers. This is a very expensive brand new truck and should not be having any issues whatsoever. The speakers all flicker and are full of static. At first, we had thought it was just when we were talking on the Bluetooth. Now even when music plays on the radio this is occurring. We tried to resolve this issue with the dealer twice and they felt it was in need of a software update which we did let them do. However, it did not work and the problem continues. We do not believe this for one second and strongly feel that something is bad with the speakers and we want them replaced. To make matters worse, I had to continuously call the manager,*** *********, who did return my call a few days later after I had to badger him (and advised the customer service was not up to par) and then to date, has not returned my call. I do need this brand new vehicle and the speaker issue resolved immediately.

  Business Response

  Date: 10/01/2024

  10/1/2024 Reached out to customer directly to go over issue details - sent email and left voice mail. Also reached out to company. Spoke to admin who has some knowledge of the customer issues. They will have customer call me back and I will update BBB notes when this happens. Jim Casey General Manager. 

  Business Response

  Date: 10/08/2024

  10/8/2024 Spoke directly to customer arranging vehicle pick up and diag for current reported problems , will update BBB when vehicle has been diagnosed. Jim Casey Chapman Ford 

  Business Response

  Date: 10/19/2024

  Thank You - we are actually still working with Mr. Becker, his vehicle is here now getting speaker replaced, Jim Casey 

• Initial Complaint

  Date:09/25/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I feel this company is price gouging me because I am a woman. I made an appointment to have the 2 recall ***** my car. Next I know they say I need my back brakes changes and I told them that my mechanic will take care of that for me and they were refusing to do the recall. They told me in order for they to service my car I need to have the brakes changes so that they mechanic can be able to diagnose my car. I told them that my car do not need to be diagnose it was already serviced by my mechanic, I told them all I needed is for them to take care of the recall.. But they keep insisting that I need to change my brakes so that they mechanic can fix my car or they say that I can take my car and have my mechanic fix my brakes but I would have to make another appointment for a later date for them to do the recall. I told them why did they not tell me this when I took my car into them on 9/11/24 at 8:30am instead they had my car sitting there for 3 days and they say this to me because I told them that I did not want them to fix my brakes. They told me that they would not take my car back to them until I make an appointment to bring it in them again. I ask them how much would the brakes cost. I was told that they would get back to me with a price but they never did, instead they called me on Tuesday 9/17/24 and told me my car was ready to be picked up and text me a bill of $1232.73.. I called them immediately for an explanation and I was told the price is high because it is **** brakes, say what I told Dyland. I said to Dyland Im not going t pay you guys that amount for brakes. I said to him take off those brakes and put my brakes back on. They said to me that they cant do that and I cant have my vehicle until I pay them. Remember they never called me in the first place to give me the price for the brakes ad I ask for in the first place. I need them to take there brakes off my car and replaced the recall as I ad made the appointment for in the first place.

  Business Response

  Date: 10/11/2024

  This vehicle arrived to Chapman on 9/11/2024 to perform Safety Recalls along with a diagnosis of a transmission concern. Vehicle was brought in for the recalls and a Multipoint Inspection performed but unable to be road tested due to the condition of the brakes being below safety standards as the brake pads had worn down and ground into the brake rotor which reduced the braking performance of the vehicle. The customer was advised that the rear brakes needed to be replaced before the vehicle would be road tested for the transmission diagnosis concern they had.
  
  Customer was advised that brakes were needed and gave approval to the manager to perform the brake replacement on 9/16/2024. Once the brakes were replaced, the vehicle was able to be extensively road tested for the transmission concern the customer was having. There was an internal concern with the transmission which required either a rebuild of the current transmission or replacement of the transmission. The customer was given the option of both scenarios but became irate. After speaking with the customer we provided the brake replacement at no cost to the customer but that she would still be responsible for the diagnostic charges. She agreed to the terms and paid her portion of the invoice.
  
  
  Thanks,
  
  Roy Fernandes 
  Fixed Operations Director 

  We replaced the customers brakes at no charge, not sure what more we can do, customer requests us to install the old bad brakes back on the vehicle? The customer currently has brand new brakes on the vehicle from us and again at no cost to customer. The vehicle could not even be diagnosed with the brakes it had- it simply could not be driven as is what a safety concern. Customer agreed to the quote to replace the brakes but as a result of the BBB and speaking to the customer- we in good faith did the brake repair at NO CHARGE to the customer. At this point not sure what more can be done. Customers vehicle has other issues as well. Chapman again replaced the customers brakes at no charge because the customer stated they did not approve the repair. The dealership has have acted in good faith and provided a no charge brake replacement. 

  *** ***** Chapman GM 

• Initial Complaint

  Date:10/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ***************************. I financed a 2019 ********** ***** on September 4th, 2023, from Chapman Ford. I reached out to Chapman Ford on September 7th, 2023, because on this particular morning I started my car and as I began to proceed to drive, I noticed an unfamiliar sound projecting from my vehicle. I immediately called Chapman Ford. I was given an appointment for September 18th, 2023 at 9:00 a.m. Upon arrival on the allotted appointment date and time, I made certain to arrive on time. Before my scheduled appointment time, the mechanic took it for a test drive and said he heard something but was uncertain if he’d need to keep my vehicle overnight. ***** stated he would give me a call when Chapman Ford had a loaner rental available to accommodate me. I’ve tried to be as patient as I could, but to no avail, NO ONE HAS RETURNED A CALL TO ME AS OF TODAY October 20th, 2023. I've reached out to them several times. Each time, I’m given no alternatives. I’m constantly being told “they'll get back to me!” This is extremely unprofessional and unfair. I wouldn't recommend Chapman Ford to anyone. Because Chapman Ford has yet to respond to me via phone, I am taking matters into my own hands. I will be forwarding this email to Chapman Ford’s corporate office.This is absurd and in no fashion, should business be conducted in this manner. I am a single mother of 3 and I currently am employees at 2 professions along with being a small business owner. A reliable vehicle, that I pay an extensive car note on, if I may add, is a pivotal factor in my life. I need my car and I’m diligent in paying my car note and insurance and I don’t deserve to be treated this way.

  Business Response

  Date: 10/28/2023

  To Whom It May Concern 
       The customer's main concern was lack of communication. We have reached out to the customer; the vehicle was brought in for service and the customer was provided with a rental vehicle. I reached out to ***************** directly because of the issue, and the customer had already been contacted, prior to my doing so.  The vehicle was in our shop when a reached out to her. I have also given ***************** my direct contact in the event any further assistance is needed. We will be returning the vehicle soon and making sure we address any concerns a customer may have. Customer is very easy to work with and all she asked was better communication. Thank You *****************;

  Customer Answer

  Date: 11/09/2023

  Apparently once I emailed everyone including you all , Campman ford did contact me and they came and got my vehicle and claimed they didn’t hear the noise which is  very obvious so I found another car online like mines that made the same noise and the video actually explained how to get the car to make the noise , so Champman ford  finally heard the noise so they sent my car to a ********** dealer who stated it was normal. So now my issue is still with campman ford but I also have a issue with ** , because I am not the only one that is furious and feeling very overwhelmed while this expensive care company acts all nonchalant about this loud disturbing. Please how can you help me this matter really need to be resolved. 

• Initial Complaint

  Date:08/31/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Chapman Ford Sales Inc, located at 9371 Roosevelt Boulevard, Philadelphia, PA. On June 26th, 2023, I purchased a vehicle from this dealership, and I am extremely dissatisfied with the dealerships fraudulent activity. The day after the purchase, the transmission of the vehicle malfunctioned, rendering the car undrivable. I immediately contacted Chapman Ford Sales Inc to report the issue and request assistance. However, despite multiple attempts to communicate with them, I have not received any response or assistance regarding the faulty vehicle. In addition to the transmission issue, I am facing further problems with the dealership. They have failed to provide me with the title to the car and the second key, which are essential documents and items for any vehicle owner. Furthermore, I discovered that my ****** transponder, which was in the vehicle at the time of purchase, is missing. This raises serious concerns about the integrity and professionalism of Chapman Ford Sales Inc. I am deeply disappointed by the lack of communication and assistance from Chapman Ford Sales Inc after purchasing a vehicle that turned out to be defective. I request that immediate action be taken to address these issues and provide a resolution. This includes repairing the faulty transmission, providing the necessary documents and items, and addressing the missing ****** transponder. I trust that the Better Business Bureau will take my complaint seriously and work to ensure that Chapman Ford Sales Inc takes appropriate measures to resolve these matters. I look forward to a prompt response and a satisfactory resolution to this unfortunate situation.

  Business Response

  Date: 09/11/2023

  To Whom It May Concern
  The attached customer in fact did purchase vehicle from Chapman Ford of Philadelphia. Surely, we as a business would want to address all concerns. The customer did reach out to our sales representative from whom he purchased the vehicle. He stated to the sales rep that he did have a transmission concern. He was turned over to the General Sales Manager. There were several conversations regarding the issues and the customer stated a repair would be $7000.00 charge. The customer resides currently out of state and as such we as a dealer are unable to validate these claims as well as attempt any daig or repair.
  
  To address several of the concerns in this complaint please see below.
  1. Second keys are not always provided to the dealer, nor are they standardly given on an (There is no obligation by Chapman for a second key)(we will however give the customer a second key) ( we will work that out via phone as we would need to cut and program the key and the unit is not at our location.)
  2.The customer also has not provided Chapman Ford with the title for the vehicle which he traded in as part of this deal. (2015 ****** ****** vin # *****************.) Which also is a reconstructed title.
  3. In reference to the customers ** Pass- I went directly to the salesperson who did the deal. The ** pass is in fact in our possession – it was being held based on customer not providing a title for the traded in vehicle.
  4. Upon receiving the BBB claim, I had our Used Manager reach out to the customer. The customer stated he could not speak at that time and said he would have a lawyer return our call.
  In closing, having said the above – as the General Manager I would still do what I can to collaborate with the customer. I will contact the customer myself. The title and the **pass will be mailed immediately in good faith, even though we do not have the trade title which is due from the customer. The customers term (dealership’s fraudulent activity.) has zero relevance. The customer has not provided us with the title of the trade- which is reconstructed and has a $2000.00 value which would result in a direct loss to Chapman.
  Still, I certainly willing to collaborate with the customer on his current issues if he provides us with his current title and at a minimum provides us with a diagnosis of his current issues as he is out of state. or he can bring the vehicle to us at which we would provide free diagnosis. Then discuss repairs if needed and what we can do and how we can help. We as a dealer would still assist to the best of our ability in helping and satisfying the current complaint.
  Thanks *****************;

  Business Response

  Date: 09/12/2023

  To Whom It May Concern 
  The  customers title and ** pass have been overnighted. I have called customer 2 straight days and left messages with no return call. Customer still has not produced his trade title , and has not returned calls, or provided information on vehicle status. Calls were made 9/11/2023 & 9/12/2023. Thanks ***************** GM. 

   

  Customer Answer

  Date: 09/13/2023

  [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 ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****************
  
  

  Business Response

  Date: 09/18/2023

  To Whom it may concern

  Following up for the third time, this customer is non-responsive to all calls, his title and **-pass were sent 1 day later. Also customer has not sent trade title. There is nothing further Chapman can do. Thank You *** ***** GM

• Initial Complaint

  Date:06/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car on 4/7/23. During the test drive the brakes were squeaking. They took the car back to have the breaks check for this first time that same day and said they passed inspection. The break squeaking became worse over the next couple days and I took the car back to get the breaks repaired again on 4/10/23 in which they said they were fixed. Then again the squeaking then continued and I took the car back yet again on about 2 weeks later in which they said they ground the rotors. This again did not fix the squeaking. Since this time the breaks have not stopped squeaking and I have called 5 times at least and the manager will not return our phone call. In this time I have followed up with the *** dealer who looked over the car and said the front rotor and front break pads were very damaged and the both front struts are damage along with hydraulics leaking. At this time I want the company to pay for the required repairs done at another shop as this company has failed multiple times to correct the issue.

  Business Response

  Date: 06/15/2023

  Chapman Ford  has reached out directly to the customer. The current issue has been resolved. We will refund our customer $1900.00, as a result of our communication. Thank You ***************** General Manager 

• Initial Complaint

  Date:04/15/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business ran my personal information resulting in my credit reporting being lowered without my consent. While in the process of buying a car I contacted this dealership with my own financing for the vehicle. I gave them my information to submit to the bank that I was approved for and clearly stated that to them . Also requesting to not have my credit ran again . They still proceeded to ran my credit multiple times resulting in my dropping and ultimately being denied funding from multiple banks . I reach out to the manager and he offered no assistance to me .

  Business Response

  Date: 04/22/2023

  To Whom it May Concern
  
  In response to the BBB claim number ********-*****
  
  In the complaint the customer stated the following below.
  
  This business ran my personal information resulting in my credit reporting being lowered without my consent.
  
  Our response to the above is very simple- See below.
  
  1.*** **** called back at 12:19 and requested to see if we could get him approval because he was not able to transfer his pre-approval funds to us that day.
  
  2. *** **** wanted to see if he could go through our banks, sending credit applications, text credit application, finance rate at 72 months, 0 down, wants to get approved before coming in.
  
  3. *** **** was sent a credit application link on 4/15/2023 at 12.20 Pm.
  
  4.Our rep had to reach out to *** **** to ask him to have his credit unlocked so we could look at it. 
  
  In summary, the customer willingly filled out our online credit application- which requires his consent. That is documented in the attached file. The customer also had to have his credit unlocked to even be viewed. Which is standard practice for us to submit the applicant to obtain financing. As the dealer we have zero control of unlocking a customer’s credit. To state in the complaint, we as a dealer ran his credit without his consent is simply not fact. The customer had to fill out the application, fill out a consent form, then make calls to have his credit freeze unlocked for us to view it. The customer was in fact sent to several banks, which is standard practice when working to obtain financing through a dealership. The customer also called multiple employees of the dealership in which he used extreme profanity and threatened body harm to several employees. There was ultimately no chance to have a conversation to take any direction as the language and threats were simply too extreme. To address the issues the customer has, we would have to attempt to have a conversation to discuss how or if we can help in any way- which as a dealer we were and still are applicable to. Again, is not possible based on the customers’ overly aggressive nature via phone and the threats that are being made to the staff. Resolution request at this point would be to attempt to have a civil conversation in which we can discuss the customer trying to dispute the inquiries through the credit bureau. In which case, if we could help the dealer to have anything removed, if possible, we would help support that cause. Thank You for your time in this matter – Chapman Ford 

• Initial Complaint

  Date:04/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took my car to Chapman Ford on the boulevard, they gave me a price around $1400, they gave me a call when it was done they told me a new price of $6000, I would have never left my car at this location if they would have gave me the prices prior to them working on it

  Business Response

  Date: 04/13/2023

  To Whom it May Concern 
  
  We reached out directly to *** ********. He came into the dealership and we discussed the entire invoice.  We went over line by line and he agreed to pay the invoice as it was discounted which was a total of $4470.76. We value *** ******** as a customer. And worked with him to solve the issue. thanks *** ***** General Manager Chapman Ford of Philadelphia 

• Initial Complaint

  Date:12/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my car from Chapman Ford in 3/21 I think. I have had the car back for service about 5 times. I have a full bumper-to-bumper warranty. I have had an issue with the breaks from the very beginning I brought it to them and nothing gets fixed I developed a second issue and brought it to them 2 times again nothing was fixed, now the middle console is broken along with a charging port. I have been there in person asking for help nothing gets done. I call nothing gets done I receive an email saying if I need any help just reach out to Roy F******** Service Director of Chapman Ford Philadelphia 215 698 7000 ext. *** he did nothing I have emailed him 4 or 5 times no response. I am stuck with a broken car for 22 months they will do nothing. At this time I think they should give me a new car or fix this one and give me restitution for paying full price for a new car and paying full price for a bumper-to-bumper warranty and they are not honoring it. Roy Fernandes Service Director of Chapman Ford Philadelphia is ignore every call and email. Please help me.

  Business Response

  Date: 12/13/2022

  To Whom It May Concern 
      The referenced repair was broken center shifter, see attached pictures. The part was diagnosed on 9/26/2022. The part was ordered and was on national back order from Ford Motor Company. At time of visit the shifter was temporarily repaired and part needed was ordered. Ford is currently experiencing part issues on many parts ordered are on back order due to supply chain issues. This is quite common in our current environment. As a result of the BBB claim customer was contacted as well as current part order status was checked on. Part is in fact in stock. I reached out to customer directly. He has three concerns. Shifter, current recall, and brake noise. We will schedule rental and replace shifter, work on recall, and attempt to diagnose brake concern. Customer has been updated on everything stated above. We will certainly do all we can to resolve customer concern. Thanks Jim C******

  Customer Answer

  Date: 12/14/2022

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  I will wait and see if they actually do anything
  

  Regards,
  
  *************************

  Business Response

  Date: 12/22/2022

  Customers was provided a rental,  repairs and concerns have been addressed and completed. Chapman has completed everything we stated in our initial response. General Manager Jim C****** Tell us why here...