Chapman Ford

Up-sell, overcharge and underdeliver I've been a Chapman customer for a long time.... first at the Chevrolet dealership and later at the Ford Dealership. Disappointed doesn't begin to de I've been a Chapman customer for a long time.... first at the Chevrolet dealership and later at the Ford Dealership. Disappointed doesn't begin to describe my last 4 visits but yesterday's experience ensures that I will never be back to Chapman. I arrived at the Quick Lane for an oil change and tire rotation which is called "the works" . I was there 2.5 hours and during that time, I also agreed to have the brake fluid serviced and the vehicle aligned. During my wait, I was also told that I needed an $1100 repair but it "wasn't critical today". Something called a "front cover". I declined. Upon check out, I was informed that they did not have the right filter in stock for my vehicle, so I was not charged for that. How nice! My invoice came to $281.06 for the work that I had agreed to. Imagine my complete and total irritation when, this morning, the "low tire pressure" light came on. Obviously, my tire pressure had NOT been check which make me wonder if the tires had actually been rotated. The invoice states "tires rotated and pressure set to manufacturers specifications." NOT. I'm going back this afternoon to at least have the tires inflated. I'm curious to hear what the explanation might be. I can't go back to Chapman anymore. Nobody seems to care and paying for the new dealership seems to be the most important task for the staff. More

Great car buying experience with no pressure. From first contact with Timothy Quintana the experience was a pleasure. Tim listened to my needs and delivered at a fair price. I had done my resear From first contact with Timothy Quintana the experience was a pleasure. Tim listened to my needs and delivered at a fair price. I had done my research and the dealership understood my expectations. I will go back. More

Great customer service I was treated very good at Chapman, I bought a 2017 F250 Super Duty The service was great Tim Quintana was a great guy and he helped me get what we w I was treated very good at Chapman, I bought a 2017 F250 Super Duty The service was great Tim Quintana was a great guy and he helped me get what we wanted, with the price I wanted. I. We even went out of his way to bring a truck to me to test drive when I couldn't make it to the dealership. Larry K. More

service I took my F 150 in for repair of right side speaker, they did not have it in stock, so the order a speaker, they called and said it was in, they inst I took my F 150 in for repair of right side speaker, they did not have it in stock, so the order a speaker, they called and said it was in, they installed and but had same problem, told me they would order another one, but still have not heard back from them in over a week. More

NIGHTMARE Consider if you plan on using this dealership's services: Dealership & Salesmen broke several promises, were not honest though they seemed professi Consider if you plan on using this dealership's services: Dealership & Salesmen broke several promises, were not honest though they seemed professional over the phone. I did quite a bit of homework, flew in from Utah to purchase my first car. Negotiated a deal with a salesman who made several promises to me, most of them IN WRITING: promised someone would pick me up from the airport, promised they would hold the car for me, told they would waive the DOC fee, agreed upon price of car as listed by their own advertisement online, etc. Instead, flew in from Utah, nobody to pick me up as promised so I paid $75 for a taxi to the dealership, I arrive and car wouldn't start. THEN, come to find out, they had actually sold the car to someone else contrary to what they had promised me, telling me that if I wanted it I would have to pay nearly $3,000 MORE than what we had agreed upon. If that's not enough- they didn't waive fees as promised IN WRITING, even though I showed the written agreement to the sales manager. I was not impressed that not only was the salesman not upfront with me, but also their upper management. They kept me waiting in their dealership OVER FOUR HOURS while they continued to try and find ways to justify their actions which they knew, and which they admitted, were contrary to EVERYTHING we had discussed. Had to get a hotel because I got on the road so late and had to miss school/work the next day. I was told that the taxi expense and hotel would be reimbursed- about a month later, still no reimbursement. When I went to register the car, come to find out they never gave me the car title even though I paid for it in cash, so I can't register the car. I have been trying to get in touch with someone to get the title and still no help. More

Nice People Drove up from Tucson to buy a vehicle that wasn't in stock locally. Everyone was really nice and attentive. Different sales people and other staff wo Drove up from Tucson to buy a vehicle that wasn't in stock locally. Everyone was really nice and attentive. Different sales people and other staff would walk buy and ask me if I needed any thing. Kind of surreal in today's world. My sales person Falaah Shabazz was excellent over the phone and in person. All the people I dealt with were friendly and professional. Thanks Chapman! Good Job! Gary/Tucson More

Stuck us with additional equipment after placing a delposit We researched our new Fusion Sport on the Build My Ford website, found just what we wanted in a vehicle that was a dealer order, meaning that it had b We researched our new Fusion Sport on the Build My Ford website, found just what we wanted in a vehicle that was a dealer order, meaning that it had been ordered by Chapman Ford but had not yet been delivered to the dealership. As finding a Sport model in NM was impossible, we contacted Chapman via their web site and was contacted promptly by their sales staff. We made a deal within 48 hours, applied for and granted ford financing and placed a deposit on the vehicle for a specific agreed to price. About two weeks later we were notified that the vehicle had arrived as was ready for us to take delivery. We flew from Albuquerque to Phoenix and was pickup at the airport by our salesman Craig. Upon arrival at the dealership we noticed that the windows had been tinted. OK cool I was planning on having that done myself in a different tint but my wife and I agreed that it was no show stopper. We test drove the vehicle and it performed perfect. Back at the dealership we discovered that the tinting was part of a package that the dealership adds to all their vehicles along with a couple other things. Almost $3,000 worth of other things!! Guess what, they're on the vehicle, or they said, so no going back now. Again this is after we negotiated a price, and placed a deposit. Stuff we were not told about ahead of time, not want, nor authorize to be installed. When asking for a list of added items, we were given a hand written list of things: Tinting, paint sealant, window etching, door moldings. Guess what, no door molding installed which then turned to wheel locks, also not installed ( we will send those to you) And the window etching is not the VIN number which I could get for free from AAA, my auto insurance, and our local police department, but rather an account number that can be traced in a data base. Oh yeah an account number on the window will deter theft. This felt so much like a "screw the customer" because what are they going to do kind of thing. If we had not flown out to pick up the car, had other similarly equipped vehicles to choose from locally, and not really liked the car when we drove it, I think we would have eaten the cost for return tickets, jumped back on the plane and said so long Chapman. Instead we purchased the over inflated priced Fusion and drove home. As of that date five weeks ago, we have been ignored by the finance manager on repeated phone calls and emails to get information on additional coverage that we chose to purchase at time of financing, and still waiting on the documents needed for us to have the car registered in out state. I filled our the Ford Customer survey email with my concerns, and have not heard a single word from anyone at Chapman Ford. More

Excellent 5,000 mile Service Walked into my appointment late, and the customer service people in the shop greeted me promptly and were waiting on me. There were a bunch of irate c Walked into my appointment late, and the customer service people in the shop greeted me promptly and were waiting on me. There were a bunch of irate customer in the lobby but the Service Reps were calm, patient and did well to resolve each situation with respect and integrity. I even made a comment that to them that I would not want their jobs. they explained that people just have off days, and Chapman was committed to servicing their vehicles with care. My 2017 Raptor was purchased from this dealership and they pulled my record up quickly. They noted that this was a complimentary servicing even though I brought in a coupon to save on the cost. they quoted me 1.5 hours and the truck was done within the hour. The service reps told me about the move to Indian School and offered me a visit there in a couple of days to check it out. The power washer at the dealership was not working due to the move, but they apologized for it and cooled down my truck prior to returning it to me. I have 5 vehicles and two of them are Fords (2014 Raptor, 2017 Raptor). I would say my best Customer experience definitely comes from the Ford Dealerships and I would Neve buy a different truck solely based on the great Customer service I receive from Ford. thank you Chapman. Chris More

Looking for a New Car I was treated so good at Chapman, I bought a ford explorer and the service was great Tim Quintana was a great guy and he helped us get what we wanted I was treated so good at Chapman, I bought a ford explorer and the service was great Tim Quintana was a great guy and he helped us get what we wanted, with the price we wanted if your looking for a truck or car then you need to go to Chapman Ford first and I guarantee you they are the best in price I looked in to three different Dealer Ships and I started with Chapman and I finished with Chapman. Again the service was great. Joanie Boyle More

Excellent Help In Service Department I am a single woman and very concerned about getting useful and appropriate mechanical help. I have been working with Rosie in the service departmen I am a single woman and very concerned about getting useful and appropriate mechanical help. I have been working with Rosie in the service department to keep my 2013 Ford Focus running in good shape. I bought it used (unfortunately) and have been dealing with many issues. Some of these issues are related to manufacturing and some to damage done by previous owner. My expectations of their ability to figure out what is wrong and get the job done correctly have been surpassed any time I've visited. I've also used the Quicklane for oil changes, tire checks and such and experience the same level of service. I'm very impressed by the customer service and would recommend them to anyone. Thanks Rosie and everyone in the service department! More