Simonette Pagkos

Review of Chapman Auto Plex Scottsdale

We recently purchased a brand new Jeep Wrangler la...

We recently purchased a brand new Jeep Wrangler last July 3 and they could not locate the spare key at time of sale. We were promised that the spare key will be given to us soon. For the last 3 weeks nobody took the initiative to resolve the issue. We had to take it upon ourselves to call every week to try to get someone to give us the spare key. We had spoken to the sales person a few times, the manager and even the customer relations representative. They never followed through nor kept their word when they said they'll call us back. I spoke to the customer relations representative 4 days ago and she told me that she'll give me an update the next day. Up to now, I have not heard from her. So, I called the dealership again this morning to speak to anybody who can help us and was told by another person to go to the service department and not to worry because it will be taken cared of. As expected, the service department did not know anything about our issue. We finally spoke with Michael Hu from the sales department and he took care of it. He went out of his way to make sure the issue was resolved and he made us feel better. By the way, it took just an hour for Michael to make phone calls, make the necessary paperworks and get us out of there with our spare key. (Michael Hu was not our original sales person)

There is no communication in this dealership. If not for Michael Hu, we will still be waiting and frustrated. This is a trivial matter that only takes an hour to be resolved but took us over 3 weeks of constantly hounding the dealership until someone finally did the right thing. As you can see, nobody wanted to take accountability for the lost key.

The most disappointing part of this is that customer relations did not care and failed to do their job. BIG THANK YOU and 5 stars to Michael Hu for the service recovery and restoring our faith in Chapman Jeep. We will definitely refer Michael Hu to friends and family.