Chapman Ford

Chapman Ford responded

Hello Aaron, The wheel and tire were damaged from hitting a curb. The warranty you bought in New Jersey was a non-Ford warranty, and they said they don’t cover damage. Your wife approved the replacement. We retained possession of the wheel until the warranty company declined, then returned it for the core fee. Sincerely, Robert Rose Service Director Chapman Ford

AARON responded

The warranty we pay for is from Nielsen Ford in Morristown, NJ on a brand new 2026 Explorer ST. It is a warranty offered through Ford Co at the Ford dealership. Are you saying this is fraudulent ? The cost is embedded in my monthly lease payment to Ford leasing. In speaking with the leasing Ford dealership they confirmed that the warranty absolutely covers curb damage. They further confirmed after speaking with the warranty company Fidelity that the reason for denying the claim was your tech did not follow proper warranty claim procedures and process the claim before the work was completed. Instead of you owning the error, we had to pay $1952.66 to get our car back. Also, the damaged tire should have been covered by our new car 12 month bumper to bumper coverage as verified by Ford Co. Why didn't your tech mention that when my wife picked the car? Trying to place the blame and push the expense to the customer due to your error and incompetence is reprehensible and indicative of questionable business practices by Chapman Ford of Scottsdale, AZ. This will likely be the last Ford I buy or lease.

Chapman Ford responded

Elliott, Thanks for the positive review. We always strive to earn top marks and glowing reviews. We are happy to see that you had a positive experience when visiting our dealership! We look forward to delivering the same experience on your next visit. Sincerely, Chapman Ford

Chapman Ford responded

We appreciate you taking the time to share your experience with us and look forward to continuing to serve you in the future. Wishing you many happy and safe miles!

Chapman Ford responded

Thank you for your review! We are happy to see that you had a good experience with Michael. It is always our goal to give all of our clients the best experience possible and ensure that all of your vehicle needs are met.

Chapman Ford responded

Thank you for your review! We are happy to see that you had a good experience with Daryl. It is always our goal to give all of our clients the best experience possible and ensure that all of your vehicle needs are met.

Chapman Ford responded

Thank you for taking the time to provide us with a positive review of your experience with Kelly Cooper. We are pleased to hear that our team made your visit pleasant and we look forward to seeing you again! Wishing you many happy and safe miles.

Chapman Ford responded

Thank you for taking the time to provide us with a positive review of your experience. We are pleased to hear that our team made your visit pleasant and we look forward to seeing you again! Wishing you many happy and safe miles.

Chapman Ford responded

Thank you for your review! We are happy to see that you had a good experience. It is always our goal to give all of our clients the best experience possible and ensure that all of your vehicle needs are met.

Chapman Ford responded

Hi Marcus, Thank you for bringing your concerns to our attention. Just to be clear, there was never any numbers agreed upon because when we realized there was an error online, we notified you immediately and alerted you to the error on our website. At that time, you decided the price was not agreeable and our communication ceased. There was never any bait and switch, as this is the only truck we have of this kind. As we explained to you at the time of your inquiry; we do apologize for the inconvenience it is unfortunate, errors do happen from time to time which is why we state on our website: *Offer excludes tax, title, license, registration, $589 doc fee and any optional dealer added items. We reserve the right to make changes without notice and will make every effort to update our website in a timely manner. We cannot be responsible for typographical errors or data transmission (including pricing errors); however, we are responsible for honoring the correct vehicle price with all incentives that you may qualify for. All vehicles are subject to prior sale. If you are open to discussing this matter further and moving forward in a positive direction, please feel free to reach out to us at 480-425-5902. Best regards, Jamie Palmisano Internet Director Chapman Ford

Chapman Ford responded

Debbso, As we discussed, the bearing repair was in 2023 and the RF wheel bearing was found to be bad. Now, in 2025, the LF bearing is bad. In addition, the noise while starting was the starter grinding at the bottom back of the engine. Now there is a clatter from the top front of the engine after startup. Due to your insistence that you are hearing the same noises from 2023, we agreed not to charge you for the wheel bearing and apply the starter cost you paid toward the timing repair. That offer still stands if you choose to accept. Best Regards, Robert Rose Service Director Chapman Ford

debbso responded

As we discussed, the right wheel was never in question. I was surprised to find out months later that you replaced the right wheel bearing ,and not the left no wonder we continued to have the same problem. Again, the truck has been in your shop three times for the same exact noises. Once again, I offered to drive the truck with the tech and was told it wasn’t needed. I specifically asked Dave, the service advisor, if the starter didn’t fix the problem would I be charged for it. I was told just to bring it back and Chapman would take care of it. You can imagine how surprised I was to not only learn that the bearing was put in the wrong wheel, but now I would have to pay another $8000 to fix the problem that was to be fixed on the two previous appointments!