Chapman Ford of Horsham

Went for service on my ’09 Jeep and looked at the new offerings. Steve L. took the time to show me some vehicles. Returned today and completed the deal. Several concerns I had were addressed and corrected. Very happy.

After visiting another Ford dealership with a very apathetic salesman who couldn’t be bothered with me I drove up to Chapman to see if I could have a better customer service experience and also test drive the car I was interested in. The salesman who I met with, David C. was great, he took time to answer my questions, was obviously well-​educated about the cars and wasn’t pushy. Should I decide on a Ford I will go out of my way to go to Chapman instead of my local Ford Dealership because of the great customer service experience.

Complete scam artists, just adds random charges to your bill after agreeing to a price and then takes them off if you say anything but says we have to add others. And it ends up being the same price as before.
Soo unprofessional, horrible service!

Below is my email in response to an «automatic email sent to me on the morning of 6÷10÷15 at 6:30 am from a representative at Chapman stating they were trying to get in touch with me to come in to test drive the vehicle I was interested in…
Chapman’s internet marketing process is so problematic I don’t know where to start…
Even this email highlights the inadequacies of your system as it implies you are still trying to get intouch with me, despite the fact that you have spoken with me twice on the phone and met me in person yesterday. It is obvious that the focus at Chapman’s is 100% on selling cars and 0% on customer service.
Yesterday I took a half day off work to drive 3 hours from my home in Salisbury MD to look at 2 cars I saw on
. I sent a return email indicating my interest in the vehicles and received emails from you thanking me for my interest and that they were still available. You called me twice on Tues June 9 first at 9:10 am to find out when I could come to see the vehicles and then at 4:45pm to find if I was still coming. I told you I was coming from Salisbury MD yesterday morning, and during the second call notified you that I was on my way and caught up in traffic around Philadelphia, but would arrive within the hour.
Upon my arrival to Chapman’s I asked for you by name and was directed to another salesperson. You did make a brief appearance and said I was in «good hands.» Much to my surprise I was told that the first jeep I was interested in, a yellow 2013 Rubicon had been sold «just a half hour before I arrived» and was already off the lot being prepped. The second vehicle I was interested in was a 2015 yellow Rubicon Jeep. This vehicle was actually in the show room and was a demo vehicle which I was told had been been driven by the owner of the dealership. I inquired about the price listed on the windshield tag as it was approximately $ 13,000 more than the price listed in the Internet ad. The salesman wasn’t sure why there was a discrepancy and went to talk to the general manager. I was told that the Internet price did not include the «add-​ons» and these ads were handled by A «third-party“and essentially Chapman’s had no responsibility for the error. The salesman then told me that The general manager would call the owner to see what they could do to resolve the situation. After approximately 10 minutes I was told that basically there was nothing that could be done and the price would remain the same as the tag price on the windshield. The salesman was profoundly apologetic and professional however he was caught in the middle between a detached Internet marketing department and upper management. When I reiterated my disappointment in how Chapmans had handled this whole situation and said I would not consider paying $ 13,000 more than what had been advertised on the Internet I started to leave, and the salesman said he just wanted to have his general manager speak with me before I left. The general manager again apologized for the situation and said he would «Call the owner» and see if something else could be done. When he walked away I said to the salesman I thought he already called the owner, he replied no he must’ve spoken to someone else… at any rate, the GM came back and said they could do another thousand dollars off the window price, As they were already taking a «thousand dollar loss» on the vehicle.
What happened yesterday at Chapmans in my mind is inexcusable. I wasted eight hours of valuable time traveling to and from Horsham Pennsylvania. I work in the service industry and I understand the importance of customer satisfaction. There is a big disconnect between your Internet marketing department and your sales force on the floor. This very email I received this morning illustrates this point. I feel that given the circumstances the Internet price should ultimately be honored for the 2015 yellow Jeep Rubicon of $ 42,167. I understand that may represent a significant loss to the auto dealership, however what is a greater loss is losing longtime customers. I hope others can avoid similar pitfalls in dealing with Chapman’s Auto Group.

Updating with a +1 star.
Service department is very good. Alfredo is one of the best service guys I’ve dealt with at any dealership. Yesterday I arrived 30 minutes late for my inspection (at my own fault) and he still got me in right away and my car back to my promptly. Always reliable work and great customer service from Alfredo and his colleagues. Theres a comfortable lounge with TV and food while you wait.

It took 5 hours to change a tire that was reserved and I had an appointment for… unprofessional and pathetic.
4 hours went by until they told me they didn’t have the tire I reserved earlier in the week. Yet they had it and I had to wait another hour for them to change the tire. Appalling and a Lie. Do not do business here. For your own sake.
Simple tip: do not consider coming here and if you must, service your vehicle somewhere else.

Zero stars if possible!!! Worst service ford dealer I ever went to!!! Save your time and trip and do yourself a favor do not come here!!! 6hr oil change for my one truck! And my box truck which I scheduled in advance couldn’t not get serviced on the day I drop it off due to no lift gate available. What made it worst is that they call me 5pm to tell me your truck wasn’t serviced today…