Chapman Chrysler Jeep

I normally have good service with Russell who was out the day of my visit. Vince Thompson was my service advisor on 7/20/10. My appointment was at 9:30 and I arrived early. One car was ahead of me with no on day of my visit. Vince Thompson was my service advisor on 7/20/10. My appointment was at 9:30 and I arrived early. One car was ahead of me with no one in it. It took approximately 15 minutes to be acknowledged as I waited in my car. Vince seemed pleasant enough, though no explanation or apology was made for my wait. With the warranty work I needed a car rental. I requested Avis and did not want Enterprise because their customer service is deplorable as they are usually out of cars and the wait time is not acceptable. Vince tried to make arrangements with Avis but they supposedly had no cars. We were going to make arrangements for another day to do the service as I needed a vehicle. I had him try Avis again and tell them that I had rented from them previously and had a good business rapport/relationship with them. A car became immediately available and they picked me up. I had not heard status from Vince all day on my vehicle. I had left a message of which he did not return my call. This is poor customer service. I picked up my car the next day. I asked Vince and another service guy about how they felt about customer service. It seems they are concerned to the point of not getting into trouble but not necessarily from a vantage of concern for the person. I then asked them why they would have a customer endure the unprofessional and poor customer service of Enterprise Car Rental just because their manager gets kickbacks? Shouldn't the customer's best service be considered? Avis has always been timely, had ready rentals, been polite and curteous and a good experience. Why wouldn't you use them for your clients? Why is the Service Manager's padded wallet taking precedence over the best customer service you can offer? Shame on you! I feel that upper management needs to know about this and remedy the business relationship with Avis Rental Car. Enterprise is a HORRIBLE experience and I don't care what Vince says otherwise. I highly doubt that other clients have had good service with them. So, if you want your clients to have the best customer service they possibly can have, stop being greedy and have good business relationships with other rental car providers other than Enterprise. The customer SHOULD come first....right? Or does the Service Manager think otherwise? Dr. and Mrs. Jason Tarno More

After spending 3 nights in Las Vegas and having been gone from home for a week, my husband and I were starting the homeward bound track of our 10 day trip back to Kentucky. When we stopped at a rest area ab from home for a week, my husband and I were starting the homeward bound track of our 10 day trip back to Kentucky. When we stopped at a rest area about 100 miles into California, our truck wouldn't start back. Needless to say, I had a feeling of helplessness being stranded in the desert so far from home. After calling the number for Chrysler Roadside Service that was listed in our truck manual, we were told that we would be towed back to Henderson to your dealership. Upon our arrival, everyone we met was so helpful. We knew nothing of this city and were completely at a loss at what would become of us. After being told that it would be about 3 hours before the problem could be diagnosed, George drove us in the shuttle to the Galleria Mall to kill some time and get something to eat. When we talked to Russell and found out that the part would have to be ordered and overnighted from Los Angeles, George picked us up at the Galleria and brought us back to the dealership. We were told that everything would be covered by our warranty and it wouldn't cost us a penny. When we arrived at the dealership, I talked to Ashley and she made a couple of calls and recommended we stay at the Springhill Suites. We had no idea where we should stay, so she was so helpful. George then loaded us up again and transported us to the hotel. It was wonderful. We couldn't have asked for a better room for the price. The next morning, we called the dealership and the part had been delivered and was being replaced and George was enroute to pick us up again. We were able to get back on the road by 10:30 that Saturday morning and made it back to our home in Kentucky by Monday night. I would like to express our greatest appreciation for the help of the staff at Chapman Chrysler. From Ashley at the services desk, and Russell the mechanic, to George the shuttle driver, they made this a bearable situation that could have been a very traumatic experience. Once again, a great big THANKS TO ALL!! More

First, if I were rating just Vince Thompson, I would have marked all 5s. If I had been rating just your shop format (Curt) I would have marked all 1s. My wife and I have been having transmission troubles w marked all 5s. If I had been rating just your shop format (Curt) I would have marked all 1s. My wife and I have been having transmission troubles with our Jeep for about three weeks. It has twice before been at Chapman for extended periods for the same problem. I took the Jeep in about two weeks ago and your service department told me nothing was wrong. We drove the Jeep to California and again had the repeating issue of not being able to get it into reverse gear without gear grinding - sometimes it simply would not go into gear. I had to travel elsewhere so my wife drove the vehicle back to Nevada and took it to Chapman on Friday the 16th. Your man Curt was extremely rude to my wife, making comments such as "you need to determine what you are doing wrong". He was trying to make this out to be her fault, not the transmission. She called me and I told your foreman what I thought of him and what my intentions were if the dealership's attitude continued. He then told me would check into it further and call me back. He did. This time he had found a problem with the "blocker" and that Chrysler had indicated they would send a new transmission for installation. One should never think themselves smarter that a customer. My wife and my self both are addressed as Doctor and have extensive experience with manual transmissions. Your man Curt should well be very careful how he represents his dealership. Dr. Gary FitzHugh More