Chapman Chrysler Jeep

Chapman Chrysler Jeep responded

Hello Gneco3, Please accept our apology for the frustrations you are feeling. Looking back to your August visit there was an issue with the instrument cluster/dash electronics not working and warning lights turning on. The issue appeared to be intermittent, and we were unable to duplicate the concern while it was at the shop. Rather than guessing at the cause and recommending repairs which might not fix the vehicle, we returned the vehicle at your request and at no charge. Three months later the vehicle was brought back to us for the airbag light being on (diagnosed and repair declined), security system not operating (repaired no charge), right power sliding door switch not operating (fault traced and reconnected a connector internal to a mid-body side panel), and power lift gate not fully lifting up by itself when grabbing the manual release latch (not designed to fully lift up when the manual latch is grabbed, verified on three other vehicles). As far as we can tell there was no correlation between the two visits. I would suspect that we did not clearly explain this to you and again apologize for the misunderstanding and frustration. Thank You, Derrick Goern Service Manager

Chapman Chrysler Jeep responded

Kulo, Chapman Chrysler Jeep would like to express regret that you feel your service was less than a great one. It is not a common practice for us to take pictures of oil leaks unless a customer requests it. We generally will invite the customer to inspect the vehicle while it is on the lift if there are any specific questions. $19 is also an odd price for an inspection, diagnosis or repair (this is less than the cost of an oil change). Lastly, oil leaks are generally covered by warranty up to 100,000 miles on a 2013 vehicle, so we would much rather charge the manufacturer than the customer for the repair. Would it be possible for you to call or e-mail us so we can research the issue further and give us the name that the repair was under as we cannot find anything under the screen name given? We would like to determine what transpired during your service visit and ensure it does not occur again. Thank You, Derrick Goern Service Manager 702-558-3053 derrickgoern@chapmanchoice.com

Chapman Chrysler Jeep responded

Christine, Thank you kindly for the positive feedback. We are glad we were able to help and get you back on the road. This is always our ultimate goal and it is refreshing to hear when we do such. I will forward you feedback to Rual & Vince and thank you again for taking the time to share your experience with Chapman Chrysler Jeep in Henderson. Thank you, Kimberly Hill Customer Relations Director

Chapman Chrysler Jeep responded

John, Chapman Chrysler Jeep thanks you kindly for the positive feedback. It is always enlightening to hear of the positive experience from our guest and I will be sure to pass along the information to Chance’s managers. This is something we strive for & constantly keep in top of mind awareness for all our guest. We appreciate your business and let us know should you need anything in the future. Thank You, Kimberly Hill Customer Relations Director

Chapman Chrysler Jeep responded

Ritawolf, Chapman Chrysler Jeep would like to thank you for the review. I will be sure to share the feedback with Chance and his manager. Thank you for the patronage and please do not hesitate to let us know should you need anything else. We wish you many miles of happy & safe driving. Kimberly Hill Customer Relations Director 702-558-3095

Chapman Chrysler Jeep responded

Joyce, Chapman Chrysler Jeep would like to thank you for your patronage and positive feedback on your experience. I will be sure to pass along the information to our service team. Please do not hesitate to contact us should you need anything else. Thank you again, Kimberly Hill Customer Relations Director

Chapman Chrysler Jeep responded

Hello Conchitina, We can assure you that it was not our intention to leave you with the perception that our employees are rude or dislike their jobs. We employ a very loyal and dedicated staff, although they are sometimes very busy during certain times of the day. It is our understanding that you arrived during one of these busy times. Virgil, the bald advisor who greeted you, took your service order because your assigned service advisor, Jesse, was busy with another customer. Jesse said he came in to update you after Virgil directed you to the waiting room. If dealing with two different advisors was confusing, then we sincerely apologize. Again, there may have been the perception that the advisors are not friendly when they are multitasking to assist several customers at the same time. Please understand that they are dividing their time evenly between all our customer so they can service their vehicles as efficiently as possible. Regarding our reception staff, we have not had a complaint about their disposition in the last couple of years, although we will certainly reaffirm the importance of customer courtesy. We appreciate your business and thank you for the feedback. Derrick Goern Service Manager

Chucky responded

Sorry Derrick that is not how it happened. No one updated me until I found a salesman and asked him if anyone was going to tell me what was going to be done to my car because I did not know since I just purchased the car 6 months ago.I was already sitting in your lounge for over an hour at the point. I guess the point is moot because it's all about perception. You can tell me what you think happened and I can tell you what I believed happened but at the end of the day, it's all about what the customer's perception is when they walk away from your dealership. Your sales staff are excellent and their guest service is great. The others I mentioned were not. Perhaps they were busy, perhaps they were have a bad day. All I can comment on is my experience. Thanks.