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Chapman Volkswagen of Northeast Philadelphia - Service Center

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9 Lifetime Service Reviews

9371 Roosevelt Blvd, Philadelphia, Pennsylvania 19114

9 Reviews of Chapman Volkswagen of Northeast Philadelphia - Service Center

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March 16, 2017

"Destroyed Trust"

- Hurt@9

Began using Chapman Northeast Ford for service in 2008 (before VW addition). We had a great relationship for eight years. I gave them great reviews, bragged on and recommended them to those who would down dealer operated service centers. Things began to change last year when I took my 2012 Edge (which I purchased (certified) from them in 2014) in for ' The Works' and was told I needed front brakes which I did not believe and did not get. (Two weeks later I took the car in for inspection, it passed, brakes and all.) When they finished with the car and I left the center it cut off before I'd gone half a mile. I restarted it and returned to the service center. They fixed the problem which supposedly had nothing to do with the work they had done earlier, and was under warranty. The thing that really made me start paying closer attention to what they said and did was: the paper work I was given to sign. after signing one sheet I noticed it was folded in half, when I attempted to open it, my adviser, Bob snatched it out of my hand stating it was just for towing, they have to get their money too (with a smile). However, I wasn't towed, I drove back to the center. Three months later, I took the car in for an alignment and was told I needed a new battery. The car cut off while it was up in the air and they had to charge it. I told my advisor there was nothing wrong with my battery when I brought it in, I'd had no trouble whatsoever, so what did they do? I let him know that I was losing confidence in their credibility. So the service manager himself, Pete Wilkens brought my car out, along with his portable charger and told me how he had to charge the battery and how concerned they are about me getting stuck somewhere out there. When my response did not change he walked away stating "IF I had tested it, I know it would have failed. What he didn't know was that it was tested two days earlier as a courtesy when I bought some new tires. My question for him, IF you were so Concerned why Didn't you test it? This last indecent happened in June of 2016. I went back once in August for the Works but haven't returned. It's difficult to take your car to someone when you can no longer trust them to do what's right; when you feel like they're just out to make money. I need to take my car in for service but I first have to find a service center I believe can be trusted.

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Recommend Dealer
No
Employees Worked With
Robert Keisler and Pete Wilkens
March 02, 2017

"Bad customer service "

- Shafi80

I made an appointment ahead of time for an oil change and my real differential was leaking a tiny bit, my appointment was at 9 am so I went there on time they told me will call back in couple hours to let me know, they took more than 5 hours called me after 2pm and gave me an estimate of the job, I told them it's a little too expensive the service agent Bob told me he will call me back after he ask someone els, after I waited almost an hour when I called he said your oil change is done u can pickup the car, I asked him you supposed to call me back u never did, I agreed to to get my car fix now he is telling me it won't be done until next day, because the service guy started another job, I told him it's not my fault since I was waiting on your call he said nothing can be done today, my whole day has gone and my car is still in there shop, its pathetic that they make you wait 5 hours just to let you know what's wrong with your car, after you set up an appointment ahead of you don't expect this Very disappointed

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Recommend Dealer
No
Employees Worked With
Bob
December 26, 2016

"2017 Mustang GT nightmare"

- Ccarr31

Vehicle had sustained damage when a deer jumped over a concrete barrier and into my five week old very expensive brand-new Mustang GT. However the deer wasn't the worst part. Ford roadside assistance took the car to Chapman Ford Northeast where it had been purchased for repair. After 2 1/2 weeks I'm told to come get the car. It is covered in dirt and they tried to pass off damage on the passenger seat they had done without even mentioning it - thinking that I would just take the car. They hadnt painted the hardware and the fender and hood didn't lineup. The second time they told me to come pick it up it had missing paint, burnt through clearcoat, overspray everywhere and dirt all throughout the finish. At this point I refuse the car for a second time. The third time they called to have me come pick it up I got less than 2 1/2 miles on the Roosevelt Boulevard on a Friday during rush hour traffic where it proceeded to die. After three times of getting it started it died right in their driveway. Shop manager says that it was a broken part on the air intake. The fourth time and final time the car was there I had them deliver it to me at work. During my ride home the coolant light came on. Turns out it was low on coolant. Upon initial inspection of the vehicle in the daylight there are actual bolts hanging out of the front that haven't been tightened; connectors that are not connected and the housing for the fan is pressed up against the raditor support member. Due to the safety of myself and the mechanical anesthetic well-being of my vehicle there is no way that they can get a fifth chance. I cannot implore consumers enough to stay away from Chapman. They appear to have little to no knowledge regarding Ford quality standards. That is in fact if there are any Quality standards left at ford. The body shop manager proceeded to tell us that The quality of this repair would be accepted by 99% of people. Do you want to be one of Chapman Ford 99% that inferior is good enough? The deer happened 11/18... The car was dropped off back to me 12/22......needless to say this is all well documented photos , videos, emails. If you find yourself in an unfortunate position with Chapman Ford you must be thorough as they will do as little as possible with maximum financial benefit and no regard for safety or customer satisfaction.

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Recommend Dealer
No
Employees Worked With
Keith summers, lauren (didnt get last name) jim casey.
November 30, 2015

"Service"

- Luvmytt78!

Reading the reviews, I wish I read this before I bought my truck. The worst service department I have dealt with. My truck has had issues since day one, I told service and they charged me to fix the problem but never addressed anything. So still I am waiting for parts that I paid for that are not here, months later. But they tell me they will call me, what a joke. Do not buy here, you will not be satisfied .

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Recommend Dealer
No
Employees Worked With
All
June 07, 2015

"Service department horrible"

- AGJ06

I have 2014 Ford Escape with 13500 miles. Calling the service department is a joke takes 15-20 minutes to talk to a guy who is indifferent and not intersted in your problem. My back breaks started making noise 2 days ago and I was told by another mechanic that the driver side back break was totally worn and rubbing on the router. When I suggested that this was defective and should be covered under warranty he quickly said no he would have to look at it it could be the way I drive. If both back breaks were worn I might agree but only one is. He was trying to get off the phone and didn't even have my name so I could come in Monday. I hung up called Winner Ford in Cherry Hill and had a totally different experience I have an appointment first thing Monday and spoke with a helpful service advisor. Chapman will not be getting any future business from me.

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Recommend Dealer
No
Employees Worked With
Didn't get his name
Jun 25, 2015 -

Chapman Volkswagen of Northeast Philadelphia responded

Hello, We are sorry to hear that you were not satisfied with your experience here at Chapman. Unfortunately, to make warranty determinations, we do have to examine the vehicle and affected parts firsthand to ensure that any information we provide you will be correct. Due to power issues last week, our service department is experiencing unusually extraordinarily high volumes of work and calls, and we apologize if that resulted in a rushed or overly brusque conversation as this does not represent the average experience at our dealership. Making sure our customers are well taken care of is one of our highest priorities, and we would like the chance to discuss your experience and see if there is anything we can do to address your concerns. Please call us at 215-698-7000 and ask for our service manager, Pete Wilkens, or our general manager, Jim Casey, both of whom would be happy to speak with you.

January 25, 2014

"Chapman Volkswagen is horrible. This is the worst..."

- sherperr

Chapman Volkswagen is horrible. This is the worst service department I have ever taken my car to. I had my vehicle over for service 4 times and was told nothing was wrong with my car. The 5th time must be a charm because they fixed everything. How can you fix something that I was constantly told was never broken? Service receptionist had an attitude with us. When we asked to speak to a service manager our mechanic got on the phone and said he was the assistant service manager, which we later found out was not true. Called main number to get Volkswagen Service Managers name, got third degree from operator wanting to know why we wanted his name. I have had new cars from Honda and Toyota, never had any mechanical or service issues. I have had nothing but trouble with both since my VW purchase. Will never by another car, Ford or Volkswagen from Chapman as I have a bad taste in my mouth from my dealings with Chapman.

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Recommend Dealer
No
Employees Worked With
scott- mechanic, renee receptionist
Feb 19, 2014 -

Chapman Volkswagen of Northeast Philadelphia responded

Hello Sherperr, We here at Chapman Northeast do our best to provide a great experience for our customers, and we are sorry to hear that you were not satisfied. Unfortunately, without more information about your appointments (such as the dates and name on on file), we cannot look further into the situation. We take our customer feedback very seriously and would like to address the issues you experienced so that they do not occur again. Please call us at 215-698-7000 and ask to speak to Henry Hess, our service manager, or Jim Casey, our general sales manager, so that they can discuss your visit.

September 12, 2012

"Took my truck for a a door ajar light on switch to be..."

- Rmcalle8

Took my truck for a a door ajar light on switch to be repair and got my truck back tje same way.nothing was fix and i was charge over 200 dollars for nothing that they fix.im taking this further,getting me a lawyer because i was rip off.

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Recommend Dealer
No
Employees Worked With
Bob
Sep 13, 2012 -

Chapman Volkswagen of Northeast Philadelphia responded

Our service manager has reached out to you to address your concerns, and we hope that the issue has been resolved to your satisfaction. If you have any further questions or comments, we encourage you to contact us so that we can assist you. Thank you for doing business with us here at Chapman Northeast.

June 01, 2012

"Every time I go in for service, I'm in there for 4+..."

- michelleq71

Every time I go in for service, I'm in there for 4+ hours, last time I was in there for just an oil change and tire rotation and was there for 6 hours!!! I got there today at 8 am to have my ac system checked, was told it would be a while, which I understood. Was told around 9:30 that it needed a part that should arrive around noon, ok, no problem. I saw the guy bring the parts in around 1... They tell me at 4 pm that the wrong part was brought, so in other words, my car sat back there from 1 to 4 when they just got to it and realized that it was the wrong part!! I'm done with Chapman!

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Recommend Dealer
No
Employees Worked With
All
May 12, 2011

"Great serivce when ever i have an issue with my car they..."

- kaquabug

Great serivce when ever i have an issue with my car they are always their 2 help out with my problem that i have had with my car they never would just say any old thing 2 pass off on the customer they stand by what they do for their customer in my own words keep up the good work. Blue Teame Manger Rep Rich Alampi Sales Rep Robert Versace Great Reps to deal with great service the best

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Recommend Dealer
Yes
Employees Worked With
Rich Alampi
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