"Good Start-Bad Finish"
Buying through Chapman started as an Ok experience but it soured over time. I recently purchased a used vehicle from them (Feb 2018). The finance person I worked with, Vinny, never even asked if I wanted Gap coverage, he just put it on, along with all the other perks for the dealership, and expected me to know those were extras and could be removed from the sale. Buyer beware. On a positive note, the car was sold without a second key but they were nice enough to cut a new key at no charge.
However, the treatment I received after the sale was bad. Someone at Chapman didn't do something with my paperwork and it was impossible to get them to say who/what/when/where/why, or even apologize.
My car was financed through Vantage West. About 5 days before my first payment was due I hadn't received anything from Vantage West. No invoice, payment booklet, account information - zilch. So I called Vantage West. They said they had no record of me and suggested I call Chapman Honda. So I did. I got the run-around by Chapman Honda, told everything was fine, it would all be taken care of, and my salesperson hung up on me as soon as possible. The salesperson even sounded a little peeved that I called. I was prepared to let that one slide. Stuff happens when it comes to paperwork. But the only reason the bank and payment issue was resolved was because I did the work.
Then my temporary license and registration were about to expire. I called my salesperson one week before the expiration date and was told my plate and registration were "in the works." Well, in truth, they were not. A week passed, my license plate never arrived, and I was left with an expired temp plate and registration. So I called Chapman again and was told they were, "checking the system." That made me wonder if dealerships actually have access to AZDMV info so I called the DMV directly. When I gave the DMV my temporary license number they said they had no information on me. The guy I spoke with at the DMV actually laughed out loud when I told him Chapman Honda said they were, "checking the system." Dealerships do not have access to DMV information or when you will get your plate. But, back to the Chapman experience. Keep in mind, my temporary information had already expired, and now I found out directly from the DMV they hadn't even received anything to issue me a real plate 45 days after my purchase at Chapman Honda. So I called Chapman back and WOW were they pissed that I actually had nerve to call the DMV and find out some truth. The salesperson basically wouldn't even let me talk when I called. She just cut me off every time to say they were working on it, that it was a process, and that I needed to be patient. Nevermind I wasn't able to legally drive the car - I just needed to be patient as far as Chapman was concerned. But I stayed on Chapman because, you know, I wanted to actually drive my car, and eventually I did get my real plate. It came with only a 3 month tag, which was a first on all the cars I've bought, but I figure that was Chapman's way of giving me the bird on my way out the door with my hard-earned license plate. And the salesperson practically threw the plate at me.
If only the Chapman people could have been honest with me. When Vantage West didn't know who I was 5 days before the payment was due I didn't call Chapman to yell or complain, only to ask what was going on. Chapman never apologized. Even if it wasn't their fault, and maybe it wasn't, it would have been nice for them to at least acknowledge their customer had to call the bank, figure out what's going on, and then drive to a bank branch to make a payment and get an account setup. Chapman didn't really care. Then, when they consistently lied to me about my plate and registration, and actually got mad at me, their customer, when I called their bluff, it was too much. Again, if they could have only been honest and admitted they were behind on getting my information in, or said the third party they use to submit my information for a plate was behind, and offered a simple apology (whether it was their fault or not) it would have gone a long way. But, as it turned out, Chapman was no different than any other dealership I've bought from here in Tucson.
Chapman Honda, if you read this stuff, honesty goes a long way. I've worked in service and sales my entire professional career. I've seen mistakes and I've made mistakes. Chances are real high that every potential customer you get through your doors has seen them and made them as well. Lying about a mistake is like trying to get out of a hole with shovel, you'll either dig yourself deeper or bury yourself.