Dead Maverick - Chapman Phila refusing to do the warranty work

[Captain]

If a dealership does a warranty repair and messes it up, the dealer is on the hook 100% of the time. If the recall or warranty repair was not correctly and didn't fix the issue then that is on Ford. I think that lawyer should stick to law and leave service departments alone lol.

Well if the dealer doesn’t fix the issue 3 times, that becomes a lemon law violation and Ford has to buy it back, not the dealer. Ultimately the dealer is only the middleman, and they are being supported by Ford for every thing from not taking orders correctly, no penalty right down to price gouging Fords customers.

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[TedTX]

This is true, I got my Hybrid engine compartment recall scheduled for Monday with full service, waiting to hear back from express service for first oil change at same time/ day

 

[PDM33]

Well if the dealer doesn’t fix the issue 3 times, that becomes a lemon law violation and Ford has to buy it back, not the dealer. Ultimately the dealer is only the middleman, and they are being supported by Ford for every thing from not taking orders correctly, no penalty right down to price gouging Fords customers.

Dealers will get charged back for repairs that were done incorrectly. There are absolutely penalties that dealers get for not doing things correctly. Thinking that Ford pulls all the strings and dealers can do whatever they want with no consequences is pretty ignorant. I have worked in the dealer world for 24 years and they are held to very high standards from the manufacture. Mess up and they can come down on them pretty hard.

 

[Chasmccall]

Update - Ford customer relationship center is now involved. I have a case #. I was told they reached out to Chapman yesterday afternoon but could not speak to the person they were trying to reach. I don't know if that was the service manager or someone else. Service manager still has not returned my voice-mail from 9:45 am Mon.

Anyone know the contact info for the district manager in charge of Phila? I'd like to speak to them about this.

 

[Captain]

Dealers will get charged back for repairs that were done incorrectly. There are absolutely penalties that dealers get for not doing things correctly. Thinking that Ford pulls all the strings and dealers can do whatever they want with no consequences is pretty ignorant. I have worked in the dealer world for 24 years and they are held to very high standards from the manufacture. Mess up and they can come down on them pretty hard.

Oh I didn’t mean to imply Ford couldn’t do something, I meant that Ford wouldn’t do anything. Ford has been almost totally hands off with their dealers…. They squawk and stamp their feet about adding mark ups to stock and even orders, and about screwing up orders and about matching names to orders, even selling the Portable generator on wheels for tens of thousands over MSRP, but in reality they have done absolutely nothing to stop any of those abuses.

 

[Canuck in MI]

Wow! This is unfortunate and a real head scratcher as to why they are refusing service. This is revenue for them though I know that service is a mess everywhere due to labor and parts shortages. You would assume that your vehicle would be prioritized based on loyalty since you bought it from them.

Why they have yet to respond is bewildering.

Don't you have another dealer nearby?

I wouldn't bother going there -especially now - I would be more concerned that they could either delay the repair once the car is in their possession or worse -I would hate to think this - but abuse it as retribution for running the complaint up to Ford.

Seems they don't deservce your business.

 

[MLowe05]

I still can't believe this is real. The truck has 2,000 miles on it and you bought it from them, and they're saying they won't do warranty work? I suspect they'll be told that's not how this works.

I don't know the details of the contracts between Ford and their franchise owners, but I would think that something about this is written in it.

Thanks for keeping us posted. I'm due to pickup my truck from Ed there this month. I live in GA so service won't be an issue but this is a bad look.

 

[Chasmccall]

Don't you have another dealer nearby?

I have 2 other Ford dealers in my city. 1 is swamped & said I would have to wait until next month. I haven't completely ruled them out. The other, and I kid you not, appears to have outsourced their service dept appt system to India. I made 3 calls, all were transferred to it appears India for scheduling. Obviously with a complicated situation like this that won't work. Scheduling an oil change, sure, but this, no. I am hoping to make a trip in person Sat morning to that dealership to see if they will do the work.

I am not insisting Chapman do the work. I don't care what Ford dealer does the work. I just want a working truck. I made that clear to the Ford corporate rep. I'm hoping with corporate involved this will get settled soon.

 

[bearsfan647]

Chapman sucks. Ppl hype them cuz their invoice deal but their support is balls.

I tried putting in a preorder for MONTHS and they didn’t even answer a single email lol.

 

[MLowe05]

Chapman sucks. Ppl hype them cuz their invoice deal but their support is balls.

I tried putting in a preorder for MONTHS and they didn’t even answer a single email lol.

I haven't had issues with Ed at Chapman in PHL. I had no issues ordering from him in 2021, and I referred someone who had no issues ordering from him 2 weeks ago. He replies to every email and, although I don't email often, it has been a year since I ordered so I have exchanged several with him.

Not concerned with support after the sale. I don't live in PA.

 

[Mike215]

I haven't had issues with Ed at Chapman in PHL. I had no issues ordering from him in 2021, and I referred someone who had no issues ordering from him 2 weeks ago. He replies to every email and, although I don't email often, it has been a year since I ordered so I have exchanged several with him.

Not concerned with support after the sale. I don't live in PA.

I agree. I bought my 22 from Ed and ordered a 23 from him last month. No issues with Ed. He replies to my emails promptly but I don't email him often.

 

[Impetus19]

I have 2 other Ford dealers in my city. 1 is swamped & said I would have to wait until next month. I haven't completely ruled them out. The other, and I kid you not, appears to have outsourced their service dept appt system to India. I made 3 calls, all were transferred to it appears India for scheduling. Obviously with a complicated situation like this that won't work. Scheduling an oil change, sure, but this, no. I am hoping to make a trip in person Sat morning to that dealership to see if they will do the work.

I am not insisting Chapman do the work. I don't care what Ford dealer does the work. I just want a working truck. I made that clear to the Ford corporate rep. I'm hoping with corporate involved this will get settled soon.

Was one of those Pacifico in Essington?

 

[Quagmyr]

I haven't had issues with Ed at Chapman in PHL. I had no issues ordering from him in 2021, and I referred someone who had no issues ordering from him 2 weeks ago. He replies to every email and, although I don't email often, it has been a year since I ordered so I have exchanged several with him.

Not concerned with support after the sale. I don't live in PA.

Ed never replied to mine, twice, so I took my business elsewhere. Glad you and your friend were able to get in touch with him.

 

[Naranjita]

I don't know if I would take my rig to a dealer who was compelled by Ford to service my vehicle. This might be a "you lose if you win" type of scenario. Kinda like pissing off the person cooking your food. You may just want to move on from Chapman for service.

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