Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had plenty of issues with this vehicle starting two weeks from the day I took it home 07/13/2024. 07/26 2024 was the first incident, service engine went on. According to Chapman it was resolved. By mid August the service engine went on again. I got the same response, it was resolved. The vehicle was at Chapman until the end of September. I had the vehicle for a few weeks and the air conditioner was blowing warm air. I took it in, I was informed that the warranty had expired, which made no sense as the vehicle was at Chapman more time than what I had driven it. I explained the situation to both **** and ******. They decided they would take it to ** on 22nd for a diagnosis, which I did not understand as I clearly informed them that the air was not cold. I was told the vehicle would be picked up at my home Monday Nov 18, 2024 by 8 - 8:30 am the latest with a loaner car. By 10 am I was concerned as I had to go to work. I called ****** and he said he got caught up at the office knowing I had to work. He never made it. Tues Nov 19th, he does the same. I called work to let them know and they let me go because of the transportation issue. I ended up getting my vehicle 01/31/2025, as I had to wait to get my money together being that I was out of work for a few weeks. I picked up my car and thought the Air was finally working. I did not turn it on as it was a cold morning. The next morning I turned it on, and the ** was just as warm as when I dropped it off. I called ****** and he was clueless of what to say to me. They want to 22nd for a diagnosis, far from what I discussed. They worked on it at Chapman with used parts replacing oil cooler housing which has to do with overheating. I did not have that issue?? I was told that ** would work on the car and did not. They stated that if I wanted ac taken care of, i'd have to pay. All 4 tires were missing locks, they blamed **. Mid March I call to ask about the warranty, ****** was lost for words and told me to take it ther

  Business Response

  Date: 04/08/2025

  ***** ******* spoke to Ms. ****** She will call him on 4/14 to schedule and confirm an appt. 4/15 to get the vehicle diagnosed.

• Initial Complaint

  Date:11/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car with this company n they scammed me the car does not work and they never fixed it even when it had insurance I purchased the car July 28 2023 and I had poner cars the whole time every time they said my car was ready to pick up it broke down right away and they would give me a loner it’s been 4 days since they gave me the car and it dos not work the whole time nobody tried helping me or listen to my consterna now im stuck with a dept on a car that never worked I asked for a full report on what was fixed in the car and was never provided with it the car keeps turning off while I’m driving and I am very upset

  Business Response

  Date: 11/13/2023

  Jose Garcia - GSM spoke to Virdiana Pineda Rostro. She is going to bring in the vehicle so we can look at it for her.

  Business Response

  Date: 11/28/2023

  Viridiana Pineda Rostro has been informed that her vehicle has been fixed and ready for her to pick up. She has not responded. 

  Customer Answer

  Date: 11/29/2023

  the car does not work I never received a full report on what what fixed in the car I do not want to have any tile of business with Chapman and I would like to receive a full refund on my down payment and the payments I have made since they refused to change the car 

• Initial Complaint

  Date:12/20/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a car accident on September 17th and my insurance company used this place as a repair shop for my car. The vehicle was dropped off on September 19th; it is now December 14th and I still have no vehicle. The first month we called weekly for updates and were told they were waiting on a part. After the second month, I finally called and asked for a manager. The manager told me the had received the part for my vehicle on October 15th (I called November 15th) but it had just been sitting there. He said he would make my vehicle a priority and it would take them max two weeks to get it fixed. I called on either December 8th or 9th, past the two weeks I was told, and spoke with the manager again. He said it hadn’t been painted yet but they were doing that now and letting it dry over the weekend and I would be able to get my car this week. I called on December 14th and the lady told me they hadn’t even started painting yet. They have repeatedly lied to me and have held my vehicle for three months with no progress. I have had to involve my insurance to get any sort of help contacting them as they do not contact or return calls. Thor cus***er service phone reps are incredibly rude when you call and have been beyond disrespectful when speaking along with knowing zero information. If you read their online reviews, I am not the only one who has had this exact damage issue. Something needs to be done.

  Business Response

  Date: 12/20/2022

  *** ****** called and spoke to Ms. ****** ********* regarding her concerns and apologized for the lack of communication and overall cus***er service. Ms. ********* was very happy that he took the time to listen. *** will be the direct contact person for the remainder of the repairs. She has his direct cell for any questions.
  
  
  

  Customer Answer

  Date: 12/27/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18573373, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *********
  
   
  

• Initial Complaint

  Date:07/21/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been waiting several months for my car to be completed. Chapman Collision says that they can't get parts. The problem is that I cannot get a call back. The service advisor ****** refuses to call back. He has been asked several time by a direct voicemail from me and from the front desk person. I am now is a position that I need to get rid of my car and I can't even get anybody to give me a bid for the items that have not been completed to give to my insurance company. This was the preferred repair facility for the insurance company of the person who hit my wife.

  Business Response

  Date: 07/27/2022

  **** ****** – Collision Center Mgr. spoke to Mr. R******* and discussed his concerns.
  We repaired his car back in February and returned it back to him once we were done with the repairs. Unfortunately, the interior trim panel for his lift gate was and still is on backorder with no ETA so we were unable to fully complete the job. We spoke to him 3 weeks ago and let him know that the part was still on back order and we did not have an ETA.  Mike told the Mr. R******* that he would do some research on the trim panel and get back to him Monday and he was OK with that. 

  Customer Answer

  Date: 08/02/2022

  While I am satisfied that I am finally getting a call back.  My car is not fixed.  I have been offered a resolution and am still looking into the offer from the company.  

  Business Response

  Date: 08/03/2022

  Unfortunately the parts are still on back order with no ETA so we offered Mr. R******* the money for the parts. We are just waiting to hear back from him and what he would like to do.

• Initial Complaint

  Date:07/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle from the dealership and not even a week after purchasing it i reported to them that the struts werent any good, brake pads were no longer in working condition. They had me take the vehicle to Brake Max to verify what the car actually needed and i gave them the paperwork and now they are saying that those are just recomendations that it is not what the car actually needs. I waited a week after signing paper work for my car because they said they would leave everything right in the car, and not even a week after i started driving, the car started to squeak when i would press on the breaks, the car squeaks everytime i go over a speedbump because the shocks and stuts are leaking oil and dont work and they dont protect the vehicle from bumps or pot holes. I tried going and calling the dealership and they always give me the run around. Now they are just letting time pass and they are saying they cant do anything because im over the mile limit for warranty. But i reported this since day 1 and it was them who let the time pass.. manager Jose is extremely rude and doesnt pay attention to what you say ever!!! Maintenance manager adrian is also super rude and careless about the situation they put their customers in.

  Business Response

  Date: 07/15/2022

  This vehicle had new brakes installed and the rotors were resurfaced before the customer took delivery. Customer came back with a complaint about squeaky brakes so we took it in the shop to inspect. After inspection we found that the brakes and rotors were still good and serviced the brakes one more time for the customer and we let the customer know that this could be caused by excessive breaking or driving habits. The customer came back again complaining about the squeaky breaks again so at this point I let the customer know that he can take the car to a break specialist and if they found we did anything wrong with the installation of the breaks that we would take care it. The customer decided to come back with a hand written note from his friends stereo shop with what he recommended. At that point I let the customer know again that he needs to take it to a break specialist if he wanted us to help him if we did something wrong. By this point the customer has put over 4,500 miles on the vehicle since he purchased it and finally took it to Brake Max and they inspected the vehicle and recommended to resurface the rotor due to heat spots and they are starting to warp. I called the assistant Mgr ***** ******** that assisted them when they were there and I asked him about his recommendations and what would cause the rotors to overheat and create this problem and he told me that most of the time it is caused by driving habits. The Mgr also told me they took it out for a test drive and they didn’t feel anything out of the ordinary and so they made their recommendations based on customer complaints and visual inspection. I talked to the customer and let him know what I had found out and that our mechanics didn’t recommend the struts when it was inspected but they have an extended service contract for 2yrs or 30,000 that would cover the front struts if they are determined to be bad. At that point the customer didn’t like that response and they told me they were not going to keep this car and ended the conversation. Please let me know if there is anything else I can do to assist.