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| - I have to tell you about the poor follow through after purchasing a vehicle from Chapman Volkswagen by the staff including Jamie Cox the customer service manager.
On September 3, 2013 I purchased a 2013 Passat from Gregg Parmley. He was very nice and tenacious. That is why I purchased from him. He followed up and did his job. He convinced me to buy. The pricing negotiated was fine. The trade-in negotiated was fine. I am an adult, I am not going to complain about a deal I agreed was satisfactory. I do not have buyers remorse as some folks on here.
My concern is the follow through and attention to detail. I had a payoff on my trade-in thru Vantage West. While doing the paperwork I noticed the payoff institution was listed as a different credit union called Tru-West. I mentioned this to the finance manager. He did not feel he needed to change it. He said 'the girls upstairs would take care of it'.
A few days later while taking care of other business, I made the General Manager, Chad Hubler, aware of my concern. He must have passed it off to Jamie Cox. I was informed it was taken care of and the check was sent out. Just shy of 2 weeks later I received notice from Vantage West that there was no longer insurance on my trade-in. I let them know it should be paid off shortly as it was traded in, and the insurance had been transferred to the new vehicle. At the end of September I received a statement from Vantage West. My trade-in vehicle was still not paid off. My account with Vantage West was now in "delinquent status". I contacted Vantage West to verify the account status. They stated they had not received a payoff from Chapman Volkswagen. I contacted Jamie Cox. She tracked the check and provided documentation that the check had been sent. Yes, Chapman Volkswagen did send a check made out to Vantage West, BUT they used an address for a TRU-WEST CREDIT UNION located inside of General Dynamics in Scottsdale!!! Why?? because, when I asked someone to fix it the first time, he was to lazy. When I mentioned it again to the General Manager-- He passed it off...and the person he passed it off to--didn't care enough to verify it went to the correct place. She obviously just checked to see a check had been sent. She didn't bother to check on my actual concern of the address being correct or changed. Nobody at Chapman was actually listening to the customers concern.
It wasn't until I checked on it myself that this mistake was even caught. It was then that Chapman cancelled the first check, re-issued a 2nd check, and sent it to the correct address in TUCSON where Vantage West payoffs are suppose to be sent.
Please note, they had a copy of my account statement when I purchased the vehicle with all Vantage West's contact information.
Jamie then explained what steps she did to fix the problem and made note that she wasn't asking me to pay for additional interest. Wow! What a favor! Was it my fault the payoff wasn't sent to correct place, or one of the 4 people that didn't do their job correctly at Chapman Volkswagen.
Now, even though the payoff has been finally sent properly, my credit with Vantage West has suffered. Vantage West is showing in their system that I did not payoff my loan as promised. I have had excellent credit since the 1980's. Never missed a payment on anything! Ms.Cox says 'it won't affect your credit because it is less than 30 days'. I explain that is does show late in Vantage West's computor system.
Chapman chooses not to do anything. I write a letter to the main head office of Chapman Auto Group. After doing this, THEN, and only THEN does the finance manager and general manager and Chapman Volkswagen attorney get involved to have Vantage West Manager Marie in the Underwriting department falsify the records associated with my account. They have Marie backdate the effective date of receiving the funds from October 10, 2013 to September 28. This makes my account no longer delinquent. It also eliminates any damage claim that I would have against Chapman Volkswagen in court. Had I not threatened legal action, these emails and phone calls would have never taken place. My credit would have stayed damaged and Chapman Volkswagen could have cared less.
I received a phone call from Marie explaining she made the changes because 'mistakes were made'. I asked her what prompted her to do this, as I did not initiate this change with Vantage West, and she would not answer.
The 'apology' I received from Chapman was a free oil change. Really generous considering that oil changes are included for from Volkswagen on my new Passat. I guess that means that Chapman isn't really sorry at all.
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