"An unmemorable experience... "
My experience was... well... just ok. I've purchased many vehicles, and of all the dealerships I've been to in my years, I've never experienced such a lack of enthusiasm as I did with Chapman. My wife and I felt as if we were in the visiting lobby of a hospital. Nobody talked. Nobody laughed. Our salesman, although a very nice person, lacked any enthusiasm at all. My wife and I tried several times to get this guy to lighten up a bit, but with no success. We considered leaving several times for a more positive buying environment, but we didn't have time.
Dealership presentation: Very good. Very clean, and with very good lighting. There were several cars in the showroom for viewing, and there was complimentary coffee, water, and light snacks in the customer waiting area. Receptionist was polite, and helpful.
Selection: Selection of vehicles was limited, and other area dealers had a larger selection. Their lack of local selection had to do with the letter "V" in front of most stock numbers, and this symbolized the vehicle was located at another new car lot they own - in Tucson (100+ miles away).
Management: No idea... They never talked to us, never introduced themself, and never thanked us for our business after the sale. They just sat behind the window of their little glass kingdom, and our Salesman walked back and forth with documents.
Finance: Not impressed. Asked the Finance Rep a question, and requested verification on the answer, and document terminology, and found his response to be a bit snarky. Customer's are paying $499 for this guy to push a few papers through the DMV, and you'd think their demeanor would be more customer orientated.
Also... This dealer pads their vehicles with a number of sales items like nitrogen gas in the tires, window etching, a KARR app for anti-theft, door-edge guard etc. You really don't need any of these, and of all the items added, we really only needed the window tint. Just be mindful of all those extras, as they add up in price.
Vehicle Delivery: Decided to purchase a white 2020 Tiguan. We completed our purchase. Everything went smooth until the final vehicle delivery walk-around. A large door ding was discovered on the passenger side door, and I was informed the repair could possibly require paint work. This was upsetting to me, as who wants to leave a dealership with a brand new car, and already have to set an appointment for body work before they even leave the lot? (Not this guy, and I found myself pacing in the lot for a minute) Also, the detail staff didn't see or report the damage. Had we not seen the damage ourselves, we would have gotten home and noticed it - when it would have been too late.
Informed our salesman we would not be leaving with that vehicle, and would be selecting another vehicle from stock. After a while, we settled on a similar 2020 Tiguan in grey, and moved forward on that vehicle after paying a small difference in price. (Slightly different options)
Note: We passed on a 2nd grey Tiguan, as that vehicle also had a dent above the front passenger wheel-well.
Please closely inspect the vehicles on this lot. Several dings were noticed on vehicles, and do your due diligence for quality BEFORE leaving the lot.
My biggest complaint on this dealership, and one that almost had me leaving right away was the frustration experienced in being able to open and explore the various models for sale. Of note, the vehicles on the showroom floor, inside the dealership were locked, and a Salesman had to use their phone to open them. I could see the frustration even the Salesman had with using the phone app to unlock cars. We understand concerns with theft, but vehicles inside the showroom on display during business hours?
After the sale: Discovered the day after we purchased the Grey 2020 Tiguan there were impressions (Also could be called dings, but were not creased) on both rear doors - just under the window sill. There were three in all. (Two on the driver side, and one one the passenger side.) We figured since the impressions are in the same location on both sides of the vehicle, they were created during the manufacturing process, or during shipping.
I brought the vehicle down to the dealership to show the Service Dept, who referred me to my original Salesman, who then referred me to his Sales Manager. The Salesman and Manager came out to view the vehicle in the service drive, and the Manager's explanation to me was that "they weren't actually dings or impressions, but more so a flaw in the painting process that gave an optical illusion of a ding." I was polite, said thank you for looking, and left the dealership. From there, I proceeded to go to a dent repair company, located in Chandler, and told him the story about the Manager's comments. Instantly, the dent repair technician told me the impressions were actual real dings, and that I could set an appointment to have them repaired. I set an appointment, and after about 15 minutes of work, and $100, the dings were gone. So, I spent $100 to fix dings on a car I had just paid cash for, and had less than 100 miles on it.
The Sales Manager clearly underestimates the intelligence of his customers. My wife and I knew they were clearly dings, but I wanted to give them an opportunity to make it right, and I was amused by his attempt to try and convince me I wasn't seeing what I was seeing.
Overall... I would never purchase another vehicle from this dealer. The sales experience left much to be desired, and was unmemorable. I'm of the opinion this particular dealer underestimates the intelligence of their customers, and has forgotten that the consumer has a choice on where they make a purchase. I would find it disrespectful to myself, and my family to do business with this dealership again.
Again, this is my opinion, and perhaps you may have a more positive buying experience than we did. Please, just do your due diligence before shopping at Chapman, as there are other better options in the local area.