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| - CUSTOMER SERVICE AT CHAPMAN JEEP IS EXTREMELY POOR!
I bought a brand new jeep from Chapman Jeep in Henderson in May, 2014. I made arrangements to purchase on Friday afternoon at 3:00. When asked if there is a shuttle available, my salesperson said not to worry. He would come pick me up. After waiting and waiting, he picked me up 90 minutes late and did not apologize. "My previous customer at 1:00 ran long with financing."
My jeep was missing the items I wanted on it.
Ten minutes after we arrived at the dealership, my salesperson passed me on to another salesperson because he had to go run an errand and would be back in 10 minutes. He returned 30 minutes later, with his two very young daughters. I will presume he picked them up from daycare because it was so late in the day.
The other salesperson brought my file. The first words out of his mouth were, "Gee, I hope you can handle a $1200 a month payment." Instant shock. After a moment, he said he was just kidding. He then left to find out an answer to a question he found in my file. I never saw him again.
My salesperson finally arrived, reviewed the paperwork, and took me to TJ in financing.
Before signing all the paperwork, my salesperson said to me, "You will receive a survey online in reference to your experience buying a car here. You can rate me either a ten or a zero. There is nothing in between. If you are happy, I would appreciate all tens. If you are not satisfied, I would prefer you not complete the survey at all, because I have already received one zero survey and I cannot afford another."
I waited more than a month to complete the survey I received. I thought I would be kind if my jeep was completed by then. Since it was not, I went to complete the survey, only to have no access to it. The survey expired in ten days. I called to get another survey to complete and was told I could not have another one sent to me.
In financing, TJ had been working at the dealership for one week. Although he was new, TJ seemed very professional. Initially, I thought this would be the only part of the transaction that went smoothly. Not to happen.
I signed a Due Bill because my jeep was not complete. It was missing the auto-start and hard top that were supposed to have come with the jeep.
My salesperson said he would call within ten days to set up service for those two items. That never happened.
As I was leaving, I noticed there was no tow package on my jeep. My salesperson recommended I go to U-haul instead and save $400 rather than buying original Mopar parts and having jeep install it. So, that's exactly what I did. As I drove home, I discovered that I did not receive the radio system with navigation that I told my salesperson I wanted in every communication with him.
My next contact with the dealership was a month later when I was asked to come in and sign all of that financing paperwork all over again. The dealership charged me $300 more than the bank would finance. Rather than just refunded me the $300, they required me to sign the paperwork all over again. They told me they would forward all the paperwork to CA DMV so I could register it there two weeks later. That is where I live. When I got to CA DMV, there was absolutely nothing. In the meantime, my temporary registration and plate expired...because they did not process the paperwork in a timely manner. When I asked the finance manager about it, her response was, "well, we sell many vehicles every day."
At that time, I asked my salesperson about the items on the Due Bill. Of course, he had completely forgotten about those. He instructed me very simply to show up to Service Department the next morning at 8:00 AM and they would be taken care of. I did exactly that. I met with Jesse who takes care of all Due Bills and he said this could not be done because they have to order all of the parts first.
They told me there would be a six-week period of time because the hard top had to be ordered from the factory. I asked Jesse to call me as soon as all the parts came in and I would arrange to bring the jeep back. Once again, no call.
Two months later, after my contacting them, I was able to bring my jeep back in and have the auto-start and hard top installed. I was told when I pick up my jeep, the soft top would be rolled up inside. When I picked up my jeep, of course the soft top was nowhere to be found. Jesse made arrangements to have my soft top delivered to me the next day.
Can you guess what happened? The delivery was 45 minutes late. My soft top came back to me in six different pieces. I hope I have all of the pieces. When I laid it out in my spare room, I discovered a perfect greasy footprint on the inside of my brand new jeep soft top. I also discover
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