Chapman Chevrolet Tempe
1717 E. Baseline Rd. Tempe, Arizona 85283 | Sales: 866.412.2712 | www.chapmanchevrolet.com
Your Phoenix, Arizona Chevrolet Dealer serving Phoenix, Tempe, Avondale, Scottsdale, Glendale AZ and more
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Les concejo que no compren de aqui. Este lugar se los juro que es horrible. Es tan horrible que yo ya deje una revista en ingles, y también les voy a dejar una en español. Así para que no se les ocurren a dar le a alguien mas el mismo servicio horrible que me dieron a mi. Compre mi primer caro con esta compañía. Cuando estaba comprando el carro el servicio estaba muy bueno y todo salió bien compre el caro y me fui. El proximo día, mi Jeep no prendió. Bueno, lo lleve para tras, y me lo reglaron, y mientras meló reglaron me dieron un caro para usar. Todo bien. Regrese a buscar mi caro, pasaron dos días y otra ves el caro no prende. Lo llevo para tras y me lo “arreglan” otra ves. Bueno, sigue la misma cosa, dos veces mas. El caro no prende, no puedo ir al trabajo, tengo que prestar caros de mis amigos, un estrés que no debería pasar cuando yo compre un caro. Yo entiendo que es un caro usado, y que la compañía no tiene control de que se vaya a romper o no. Pero la compañía tampoco me hubiera vendido un caro que tampoco no sirve. La ultima ves que me fallo el caro, yo fui a hablare a uno de sus managers. Yo estuve ahi una semana entera, todo el día esperando a un señor Ben Guthrie, que nunca me quería ver. Mandaba a diferente gente para hablar con migo, y todos mi decían lo mismo. “Nosotros no tenemos el poder para ayudarte”. Entonces por que me mandaban a esta gente si no me podían ayudar? Por fin cuando yo hable con el señor, fue en el teléfono y me dio mil excusas en porque no me podia ver todo estos días. Siguiendo la conversación el señor me decía que yo “no apreciaba lo que ellos estaban haciendo por mi”, y que “no me tenían que arreglar el carro”, y que “me dieron un caro aprestado y que eso deber ser suficiente” y muchas cosas mas. Y para agradarle, mi madre también hablo para ver si se comunicara con alguien que nos podia ayudar, el mismo señor le dio actitud a mi mama, que el no sabe lo que yo le hice a el caro, y que yo lo rompí, etc. Bueno después de todo ese show, me comunico con el manager y le digo todo, se arrepiente, me pide perdón, y me jura que va hablar con el señor Ben y así es. Bueno la verdad es que nada va cambiar de este lugar, especial mente si el manger general espere que yo este feliz con un perdón. Cuando yo deje mis revistas en ingles el señor respondió con “Me alegro que hable con usted de este dilema, te dimos un caro….” Como yo lo veo es que el señor desea que yo estoy feliz porque me pidió perdón y me presto un caro mientras el mío se estaba arreglando. Bueno por ley me tienen que dar ese caro y arreglar me el caro por que yo pago para extended warranty entonces señor no te parezcas un rey por hacer me lo que yo les pague a ustedes por hacer. Deberas les digo no compren de aquí, no se pierdan el tiempo. El caro todavía me esta dando problemas, y yo ni me atrevo a llamar la compañía por soporte porque ya me canse de tratar con ellos.
a first car buyer I definitely did not expect my experience to be handled so poorly. I bought a used car about a week ago which I absolutely love! It has been my dream car since I was a little girl! I’ve worked tremendously hard for this car and unfortunately the car has broken down 4 times since, it’s been the battery, the coolant, spark plugs, just about everything has happened day after day. I have spent just about everyday at this dealership trying to speak to a sales manager. I am constantly told to come back to speak to Mr. Ben Guthrie who will “resolve” my problems. Yet every time I go in, Mr. Guthrie makes eye contact with me from across the room and sends his sales men to handle the problem and avoids speaking to me at all cost. I have sat there for hours waiting on somebody “who has authority” to speak to me and nobody comes. When I ask for a general manager they claim that he’s either in a meeting or he just left or they don’t know where he is and give no answers or any help. The customer service here is absolutely atrocious. Looking at the reviews I see I’m not the first customer they’ve ripped off. Ive watched customers leave this place just as frustrated as I do wishing they would have never bought from here. Once they sell you the car they are of no interest to help. Today I finally spoke to Mr. Guthrie and of course he refused to help me and made negative claims about “trying to help me and speaking to me” when he has avoided me and my situation completely. Seriously don’t go here. Oh and I don’t want to forget to mention when I was first signing for the deal just about everything in the paperwork was wrong and they had to go back and forth for about 8 hours because the lack of communication between the people that work there is immense. I should’ve taken that as a sign and backed out then! Extremely disappointed to have been ripped off and treated so poorly. They simply don’t care about the customers, just the sales. I have already spoken to the General Manager and was given an apology. Unfortunately that does not change the way I feel about the way I was treated and the poor service given, I would urge others to find a different place to buy.
Today is Aug. 24th,
I’m back for the 5th time over the same issue at Chapman Chevrolet Tempe and adding another 2 negative hours to my schedule. Waiting, sitting in the lobby as I write this letter.
At first, as a potential client everything was great! Yes I know, is a car dealership they want to get your business, so they will be at they’re most atractive behavior. After dealing with other agencies I decided to make my purchase with Chapman Chevrolet Tempe. I was then introduced to Raymond Russo, Internet Sales Specialist. He seemed honest, a man with integrity, a likable guy. I never felt I was dealing with a salesman. Mr. Russo made feel at ease, no pressure, he made me feel at home, as opposed to other agencies. In the evening of my first visit, after negotiations with Mr. Russo and Sales Manager George Salman. I found the deal I was looking for and drove off in a “Brand New” 2014 Chevrolet Camaro RS 2lt! Come to find out, days following my purchase, my “brand new” Camaro was not a “brand new” Camaro. See, It was a late afternoon when I walked into the dealership and by the time paper work was completed dark outside it was. So I did not notice anything wrong with it until a later time in daylight. I found a few flaws, a pebble size ding in front bumper, a nice size scratch in the front passenger rim, loose RS emblem that fell off at first touch and scratches on dashboard and door panels. As soon as I noticed the flaws I called Mr. Russo and explain the situation. He asked me to come back to the dealership and speak to Sales Mgr. George Salman. So I went back to the dealer and gave him the complaint. I asked how was it possible to find a brand new car in that condition and questioned why I wasn’t made aware of this very impotant detail? George response was, he didn’t sell me the vehicle as “new”! He said, they were aware of the condition reason why I got a great deal! He then apologized for not communicating this to me and said he just got cought in the sales moment trying to get me to stay!
( That day on my way to Courtesy Chevrolet I stoped at Chapman to cancel appointment hence Courtesy Chevrolet offered me a better deal, I thought it was only fair to stop at Chapman to personally thank the sales person that helped me over the phone. This was the reason Sales Mgr. Salman got involved to get me to stay).
So I asked Mr. Salman I wanted a another car, the same car in brand new perfect condition. Mr. Salman said he couldnt do it, it would’nt be fair! Fair? How is it fair to me??? Anyway he knew they had me. I was so upset I wanted to get out of there so I just asked for the 4 wheels to be replaced. Well, it turned out to be a project. It’s cost my mother and I a great deal of our time! And my story goes like this…
…. I’m still sitting at Chapman Chevrolet waiting in the lobby. I’m looking at the clock and the clock hands mark 12:51pm and still no resolve…
George Salman scheduled my first appointment with Service Mgr. Marty Liddell to bring my car the week following my car purchase to get wheels replaced with a new set they would be getting off a brand new Camaro. I was busy that week so I reschedule for the week after.
(Just to be clear, to set an appointment to get work done on my car I had to go through Mr. Russo so he can make arrangements with Service Mgr. Marty hence the reason for the service was not a Warranty issue).
I took my car in but the Service Mgr. turned me down because “Sales” had not made a vehicle available to get the wheels swap. He called Sales, Mr. Russo and Mr. Salman and check on immediate availability but the response was unfavorable. So I went to the Sales Lobby and had a talk with Mr. Russo and reschedule appointment for the following morning were I waited for almost 2 hours in the lobby, only to be turned back around, again! I still have the service tags. My car was ready to go, yet again they didn’t have a car to use for my wheels to be replaced. We reschedule a third time, this time for Aug. 9th, 2014. On that day I spoke to Marty, I asked for the car location to verify they had the right wheels. Sure enough when I checked the rims were the wrong ones, wrong color, wrong size! I believe they were the stock 19″ wheels, Definitely not the RS type my car wears (20″, polished alloy). Another day wasted! This time I had other issues to report, the radio freezing and rebooting, a clicking/cracking sound when shifting gears to reverse and back to forward drive, RS emblem fell off at first touch. The list of problems was given to Service Mgr. He said, to check all issues mentioned would take most of the day to do the work. Just another wonderful day at Chapman Chevrolet Mesa with nothing accomplished!
Mr. Russo had mentioned previously he was going out of town that weekend so I didn’t bother calling to reschedule. I called him a few days later in the middle of the week and reschedule for the FOURTH TIME! When I spoke to Mr. Russo I was adamant that on my next visit I did’nt want to wait, to have everything ready so I can walk in and out of the Agency, specially when I’m relying on my 60 yr. old mother to drive me. All this visits my Mother had followed me thinking we were just to drop vehicle and drive away in minutes. There’s really no reason why anyone should wait more than 5 minutes when you are expected!
Our fourth reschedule was set for Aug 23, 2014 11am. Almost 2 weeks in advance! I wanted to make sure there was nothing, nothing that would get in between getting work done on my car, I wanted this to be over!
As planned, I called to notify Mr. Russo upon arrival. I waited about 30 minutes while he grabbed the new camaro with my replacement wheels. So we parked in Service driveway with the two Camaros. Mother and I waited another another 40 minutes in the car while Mr. Russo “talks” to Mr. Liddell. Yes 40 minutes later Mr. Russo shows up after “talking” to Service Mgr. and tells me everything is set and ready to go, my car will be ready late afternoon, to go to Marty and give him the list of car issues? I thought we were passed that, they should of had that information already.
So I met with Mr. Liddell and gave him my list for a second time. As I spoke to him he just looked at me with a blah face, not attentive, just plain careless. He wasn’t even taking notes! Not until I was done talking and stared down at him and his notepad. When he was done taking notes he said they were packed and wasn’t sure what time he’d be done with my car, he said he’d call me as soon as he was done. Man.. Im thinking “I set up appointment two weeks ago, I gave him 2 weeks to fit my car in a proper schedule and and he only needed a week! Considering my car should be first in line”! I didn’t say a thing, I wanted to get this over with, thinking today is the last day I have to deal with this unprofessional, crappy Agency. Before I left his office I made sure he wrote my number down, he wrote it down in the same note pad. Marty said he would call me later. I waited till 6pm that Sunday without a call. I called the Dealership, the receptionist said the service department closes at 5pm!
I was speechless I didn’t know what to say!
What more can come out of these people?! What have I done to them to be treated this way?
I called Mr. Russo right away, he said he would look into it and call me back. He call’s me back and tells me vehicle will be ready for pick up sometime Tuesday! In a very passive manner, no apologies, simply, car will be ready on Tuesday for pick up!? At this point you would think nothing else would’ve surprised me, but I kept hoping for things to get better not worse. I told Mr. Russo I needed my car and on my way to pick it up!
(I was so done with Chapman I could not take any more of this abuse)!
Mr. Russo, per Sales Mgr said he could not release car until Service Dep. signs off on it and shop would be closed Sunday. So I was looking at a weekend without a car, until Monday when Service Dep. opened. This meant I was not going to be able to go to work, no weekend routine with kids and family and other plans! I told Mr. Russo I didn’t prepare to be carless this weekend! All this without warning!? Again, I gave plenty of notice, I set up appointment 2 weeks in advance to avoid this crap! Besides I’ve been told vehicle would be ready same day late afternoon not 3 days later!
While on the phone I heard Mr. Russo telling Sales Manager, “George Salman Srvce Mgr. had not provided a loaner car”. By the looks of it he was supposed to provide me with a car, knowing well he was going to keep my car overnight!
I needed a vehicle to move around and I couldn’t wait a day without transportation. Also Rental Service operating hours are the same as Service therefore it would be closed on Sunday as well. I was livid! Finally after my rant over their poor service I was asked to come in the following day, Sunday 24, 2014 for my 5TH ViSIT! I asked for earliest available time I could come in and Mr. Russo said 10am.
Next day I got to the Dealership parking lot at 1030am and called Mr. Russo as planned. He said he’d see me in 10 minutes. Mother and I sat for a good 45 minutes waiting, I called him but no answer. I went into his office building and asked for him, sales associates said he was around, possibly in main building, so I went looking for him. In the lobby I ran into George Salman who I gave my complaint and told him everything I’ve gone through. I asked why I’m treated in such manner? He said it wasn’t his problem, if I had any issues it had to do with Service and he’s in Sales, he said he had done his part of the deal. I told him I was there to pick up a loaner vehicle as promised by Raymond Russo who’d asked me to come in this morning, I told him I talked to him upon arrival, now going on 2 hours and I’ve yet not seen him!
Mr. Salman called Mr. Russo on the phone and no answer. Apparently he was out with a customer on a test drive. I waited in the main lobby while he was gone and began writing this letter. I lost track of time writing away, three hours later he finally shows up.
I sent Mom home immediatly when I was told I was going to get a loaner. She left the Dealership around 1pm and I left around 1:30pm.
The new date for vehicle pick up, according to Mr. Russo was Tuesday, August 26 afternoon. I did’nt get my car back until Thursday late afternoon, 4pm.
I had to call Service to find out about my car! Marty Liddell says he called me, not true, I never received a call from him and I gave him my number multiple times. According to Mr. Russo they were going to re-install system software hence radio kept shutting down. Marty said they just tested system and couldnt duplicate the issue!? I can care less if the problem can’t be duplicated. The best way to fix a software problem is to do a clean install. I asked about the cracking sound when shifting gears and he said I had a poker set case in the trunk and that must had been the noise I was hearing????!!!! Calmly and refrained from screaming at him hence at that time of my location wouldn’t be wise. I told him I knew what I had in my trunk and it had nothing to do with the noise I’ve been reporting! The poker game case does not move when I’m shiftng to reverse or back to forward drive! He said ok we’ll check again and I will let you know in one hour. This was Thursday morning around 10am. I had to call him back around 2-3 pm. that day to get information on my car. He said he didn’t find anything wrong with my car and it would be ready for pick up at 430 pm. He also mentioned he’d have vehicle ready, washed and detailed. When I pick up I found my car in the same condition it was dropped off August 23rd. It wasnt washed nor detailed. A little after leaving the Agency a Warning sign popped up on dashboard reading “Service Tire Monitor System”. I guess they also missed to re-install tire pressure sensors? Doesn’t surprise me!
Also, when I picked up my car Service Mgr. Said his last day working at Chapman Chevrolet would be Sept. 2, 2014. I wonder if that’s part of the reason for such behaviour. He was definatly playing with me. What about the others? Whats they’re excuse?
A week later someone from Chapman Chevrolet calls and asks me how was my experience with Service. My response was awful and soon will be sending my complaint letter to Chevy. He said, ok, thank you and disconected. Not one apology. Puzzled.
We have been treated very unfairly since day one, I have not ever heard of anyone in my circle of friends and family going through anything like this. My time and Mother’s have been wasted every time we’ve visited Chapman Chevrolet Tempe! Mom is also the owner of a new 2014 Chevy Spark I helped her purchase early on this year. I helped my brother and sister buy a car recently as well. My sister a new 2014 Nissan Sentra and my brother a new Dodge Challenger. Both experiences were great. Is it a problem with Chevy dealers only?
I will make a proper complaint with Chevrolet.
I have 2 Warning lights on my dashboard now, one for the tire pressure and the other for my oil change. I need to look for a Chevy Service location other than Chapman’s. Too bad other Chevy Dealer’s are further away.