Very close to reporting this company to the BBB and atty. general's office for theft by deception and taking advantage of the elderly. My 88 yr old mother went to Chapman Ford for a routine oil/lube service on her 12 yr old Ford Fusion. Her bill yesterday totaled $1,200 ! She likes going to Chapman "because they are always nice to her because she doesn't know a lot about cars". $800 of her oil change was "LABOR"!!! Nothing beside that requested service and perhaps filters should have costed at most under $200 total! This is not the first time they have deceived her into work not needed, yet she goes back "because they are so nice to her." To the owner and general mgr of Chapman Ford: Recognize your customer, who they are, what is actually needed. Honest service and fair pricing would gain you repeat business. Stealing from the elderly or any customer, will continue to perpetuate the bad business reputation you have. Not only will I never recommend this company but will go out of my way to ensure others know about this. read more

I took my 2017 Ford in to have the low beam replaced on passenger side. They replaced and charged me $75 for the driver's side and said that the entire headlight assembly on the passenger side needed needed replaced for $1,463. They said that the pigtail that the light bulb plugs into had melted. It had melted. Total estimate for the headlight repair was $1,463 and the estimate didn't add up. I said no way! I went to Autozone and replaced just the pigtail and light bulb for just $68.85. It took me just half an hour to complete the repair. I needed to replace the light bulb too because Chapman Ford removed it when I said "No way. Maybe it was burned out. Maybe it wasn't. But they didn't do the repair, so they should have left the bulb in the car. I did complain about them replacing the diver's side when I had tested the lights immediately prior to taking it in. They said it must have gone out on my way there. read more

Horrible Overcharge! 4/4/25 Please get an estimate for ANY work done by Chapman Ford service department. They charged $194 for an iol change. I will never go back there. read more

Dishonest and Deceptive I was first a customer of Chapman Ford when I bought a car in 2011. For years after that purchase I used their service department without issue and thought they were a quality dealership at their former location. After moving away and returning to the area, naturally I went back for my next service. What a mistake, that is the last time I will ever go to Chapman Ford. Scheduling a simple oil change and tire rotation was easy enough until checkout. Their advertised oil change is $84.95. They are either not charging their listed prices or I was charged almost $50 for a tire rotation, either outcome is ridiculous. Beyond that the cashier appears to be a sweet looking lady, but is a wolf in reality. She will lie straight to your face while adding a 3% surcharge for using credit cards. She made up some story about the credit card company adding 3% to the cost but of course this isn't even what the receipt that she hands out says at the bottom. There was no indication at any point during scheduling or dropoff there would be a surcharge for credit cards. To me, it is unacceptable for a business to pass an operating cost to their customers, will they ask customers to pay employee healthcare or their income taxes next? If you want to offer acceptance of credit cards, pay your own expenses. This experience makes it easy to understand why they have the lowest google rating for Ford dealers in the area. Be warned and go somewhere else. They also only push good follow-up survey reviews to their google ratings so it is already inflated. read more

Chapman Ford of Lancaster - Car Dealers Near Me - Lancaster, Pennsylvania

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I called, had a problem with the sun roof. They said "service will call you back"; they never did. I tried calling two others times, they use an answering service apparently; it was impossible to get a real person to talk to. Went elsewhere. Not worth the hassle. read more

Tyler was awesome! He helped us out and got the deal we wanted on the car. He was very attentive and great to work with. Getting the car was smooth! read more

Recommended this place to a friend, who purchased a car, but when it was delivered, the pricing was changed! With no good explanation! Caveat emptor! read more

I went to have an oil change and Cliff and Rick took care of my car the right way. Rick the manager is very nice, understanding and professional. read more

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I am extremely disappointed with Ford, Corporate and Chapman Ford. My 2019 Ford Escape, with only 50,000 miles, has a major transmission issue that will cost between $7,500 to $10,600 to repair. It's been a month and a half of calling Chapman Ford, Corporate Ford, or my service provider, Brandon. I always have to make the first call, and they refuse to transfer me to a service manager. There has been no resolution to this major issue and my service manager always has some sort of excuse as to why there has not been a resolution. I've even requested a second diagnosis and received no response yet. This lack of communication combined with the severity of the issue make it clear--avoid Ford. Ford and Chapman Ford's lack of communication and response has been extremely frustrating, and I expected much better from a company with their reputation. I have used Chapman Ford for many of my services, but after this situation I will NOT be coming back unless this situation is resolved and they are able to provide even the slightest help. read more

Please be aware of the misleading (lying) information that the Sales Manager will tell you. The Sales Manager Jared, told us that they could search for a good deal for me through their network of multiple lenders. He stated and ensured me that when they pulled my credit report that it goes into a central hub where all the lenders can look at it without each one having to pull it to review it and make a decision. This was a bold face lie that was told right to our face. without the least amount of remorse. They did the normal shotgun approach as there were 18 inquiries that hit my credit and dropped my score over 100 points as a result. Once again nothing has changed they will say and try anything they have to to sell someone a car. This dealership and individual have no couth or an ounce of integrity. I strongly advise not going to this dealership as they will mislead you to get what they want, which is to sell you a car no matter what it cost you as a buyer. Once they discover that they can't you are useless and written off by them immediately. This type of operating protocol should be illegal. I would request a written and signed statement from this dealer if they tell you the same thing before you allow them to pull any credit on you. Otherwise the same will happen to you. In reading other yelp posts this is not the first time that this has happened here. Wish I would have read yelp posts before I went there. read more

This was my first time working with Chapman Ford of Lancaster and my experience was top notch! Dashawn Martinez was a pleasure to work with. I am very transparent and upfront with my needs in the search for a vehicle and Dashawn was able to recognize my needs and worked with me every step of the way. I live an hour away from this dealership and plan to continue to do business with them because the hour drive is worth the experience to me. Dashawn never made me feel pressured about anything and was very accommodating. Also I think the Finance Manager Mike Mumma deserves a shout out as well. Typically I dislike dealing with Finance Managers because of the overselling and pressure felt when completing the deal but Mike Mumma was also a pleasure to work with. He was personable and friendly, which made the final experience perfect. There was no pressure from him. He and Dashawn ensured that they had everything needed so that I could sign all of the paperwork as quickly as possible. I appreciate them and this dealership for making the numbers work for me to ride out in my 2019 Ford Edge. I highly recommend Chapman Ford of Lancaster if you are in the process of purchasing a vehicle. read more

I really like the big modern showroom. Alvonte was very helpful and knowledgeable and found me the perfect vehicle. Glad to be driving a Ford again. The transaction was smooth and easy and stress free. read more

AVOID AT ALL COSTS! Horrible dealership. I bought a car from them that had many issues since day 1. They talked me into a$4k extended warranty which doesnt help very much because they still charge you an arm and a leg every time. I have had the car for 2 years and it has been in to their service center over 10 times due to many issues. Half of those visits were for just 1 issue that they couldn't solve and charged me every time it had to go back in!! And yet again I am left paying hundreds of dollars to get my car back that isnt even fixed. DO NOT BUY A CAR FROM HERE! read more

I would buy another Ford vehicle, I just wouldn't buy it at Chapman Ford. They don't take care of the customer after the sale. If you have a question regarding your extended warranty or any other area for that matter, expect to be ignored. Your friendly sales rep who worked so hard to get you into your vehicle doesn't exactly have the time of day for you once the transaction is complete either. read more

Gearing up for camping season (towing season) we took my truck into Chapman to have it serviced & inspected. We told them the issues & what to check/fix. They had it for a week!! A WEEK!!!! And still did not fix the main issue. So back into the shop it went. Mind you we were never offered a loaner vehicle until today & only because we made a complaint. Apparently they have to get us one through Enterprise because they don't have anything on the lot... This is Chapman Ford of Lancaster! One if the biggest Ford dealerships in the area but they don't have anything on the lot???!!! Let me tell you, I will never take ANY of my vehicles here to be serviced or inspected again! Their customer service is severely lacking. They keep jerking us around about when the work will be done. Their technicians are apparently incompetent or just in too much of a rush to fix it right the first time. They overcharge on EVERYTHING then they come up with all these little extra things that "need" to be done to it just to squeeze your last dime from you! I'm just so over all of their little excuses & bad service!!! I'm done!!! read more

I've had mixed experiences here over the past 3 years. Purchasing my car a few years ago was easy and my sales person was friendly and easy to work with. I've come here for inspections, oil changes, brakes, and general maintenance. They do try to upsell and provide services that aren't necessarily needed but I'm sure most dealerships/garages do to an extent. They do not offer a shuttle service to customers unless you've been a customer for 3 years AND the shuttle service doesn't run on Saturdays. Really pretty annoying considering I cannot make their operational hours during the work week and I don't think they'll drive me to my job in Harrisburg if I would schedule a service M-F. Online scheduling for services seems convenient and I got a confirmation email from an employee regarding my appointment. When I showed up, however, I was no where in their schedule. All I needed was an oil change and tire rotation. That's it. The service took TWO HOURS with no apology, no attempt to make the situation better, no offer of discounted service or a free oil change the next time. Nothing. I could understand the wait if I hadn't scheduled an appointment but I did and had the emails to prove it. Their mistake and they didn't fix it. 2 hours seems ridiculous for the services I needed. read more

So, I go on their Web site to see if they have any Ford Fiesta STs on the lot for sale that we can test drive. Why yes, their Web site says, we have two - one white and one orange - as of the afternoon of Saturday, March 22, 2014. Cool, we divert from our original charted course and pop on round. Sweet, right? I'll finally get to test drive one of these purported pocket rockets that my boyfriend is so keen on? Nope. We show up on the lot and start walking the rows and can't find anything along the lines of what we saw on the Web site. And, as is typical when you show up on a dealer lot, the salesman dispatches from the showroom within about two minutes like a heat-seeking missile to ask if there's anything he can help us with. We say we're looking to test drive a Fiesta ST. He says, "Oh yeah, we don't have any of those here. That must be at our Philadelphia location. You're like the fourth people who have stopped by this week to drive one of those." Well, Einstein, if you didn't list having those cars at this location on your Web site, you wouldn't have this problem. Or, alternately - and this just might be crazy - park the cars you say you're selling in East Petersburg ON your East Petersburg lot and you might actually SELL some cars. So, just a heads up, if you see this phrase on their Web site for any car - "2014 Lancaster Ford Fiesta for sale in East Petersburg, PA. Chapman Ford Lancaster serving Lancaster offers great prices on 2014 new Ford Fiesta." - and there is a stock photo of the car, not a real, outside the dealership photo, don't expect the car to actually be available at their East Petersburg location. read more

this is based on my experience with Mike Mumma in sales. Mike was super courteous and took all the I needed and answered all my questions etc. He is not your "typical' car salesman which made it a pleasure to work with him. I usually dread buying cars but had a good experience with Chapman based on my experiences with Mike. I would highly recommend asking for Mike if you are in the need for a new or used car. read more

I usually have to wait for me vehicle to be serviced as it is my only mode of transportation, and the service department has been excellent at making me feel welcome and not waiting to long. I just received a recall notice for my 1 year old Escape. I called to schedule the repair and they were willing to do it next day if I was available. Nice. I wasnt, and they needed the vehicle half day for the recall fix, so while it's in they're going to do the yearly inspection as well. I'm dropping my car off the night before, and once they call me in the early afternoon to say it's done, they will send a courtesy vehicle up to our house 15 min away to pick us up to go pick up our car. They scheduled the work to be convenient to my work schedule too. Fairly impressed here. read more

Took my vehicle for service on a steering problem, Kyle my service guy shows the dash alert to another service person as they were totally unfamiliar with the alert/warming. "Have you ever seen this alert?" He asked his coworker who responds no. Eventually they determine that it's caused by a low battery. Which is strange because before I embarked on my cross country trek from Arizona I had it serviced and I had the battery replaced. So essentially, it was a new battery. I end up getting in an accident because the steering is still not fixed. Then after taking it there for collision repair and leaving it for weeks, I get it shipped all the way back to Tucson Arizona. Once it arrives in Tucson Arizona, it is not fixed, nothing works; the dashboard doesn't light up the gauges don't work the radio doesn't work it doesn't drive right. After thousands of dollars and their claim of completion, I am 2300 miles away. Am I expected to take it back????? read more

I recently purchased a vehicle, and I must say my experience with this Ford location was by far the worst of all the dealerships. I understand that if you agree, they will try to get a good financial setup with an auto loan bank, but the salesman failed to inform me that he will be submitting my information to TEN different banks! He should have communicated that he was submitting to multiple banks rather than just discussing with one or two banks! I now have TEN credit inquiries affecting my credit score. I would never recommend this Ford location to anyone! Even after all of the inquiries, which I was unaware of at the time.... I didn't buy with Ford, mostly because the vehicle was overpriced and the payments were unreasonable. read more

My Mom came to Lancaster from Florida and received a notice in the mail that her 2012 Fusion had a recall for airbag replacement. Since it is close by her residence, I called Chapman to have the work done. It took almost a year to get the part in, then they broke a piece off during the installation and we had to wait a month or more to have that replaced. Since they moved into their new facility, there never seems to be anyone at the service check in desks. We've wait 15-20 minutes just to get checked in, not because there was people waiting, just because there was no one at the desks (4). This visit was the final straw. We took Mom's car in for a State inspection and oil change Thursday. They sent me a message saying that it needed a rear shock along with a picture, a price estimate and suggestion to get an alignment. I responded that we had an alignment done earlier this year, by them! He replied that yes we had (he could have easily checked the history himself). I was informed that it would be done Friday, since they didn't have the part. Friday went by, no call, no text, nothing! I called after five and the service was closed, the lady I talked to didn't have any answer. I called Saturday morning and was informed they still didn't have the part (ONE shock) and they should have it done by Monday! This is a job we probably could have had done at Monroe in 45 minutes! And no one could take the time Friday to even let us know? Chapman Ford will never see this car again after we get it back, whenever that may be. read more

The guy I had today should have stayed home till he was off his pain meds or till his knees felt better. I never had a salesman get in my face and argue about suicide doors on a truck. I'm looking to spend money for a truck, but as for as you all go, you can forget it. Not only did you loose a sale, lost my money/business, but you also lost my respect most of all. I will definitely pass the way I was treated around to family and friends. read more

A large thank you to Butch Simms the Truck Shop Advisor for taking care of my window problem. The window would not go back up and it was raining and cold. He took it right in and they fixed the problem after diagnosing a broken wire in the door wiring harness. Thanks for great customer service! read more

We bring two cars here for service and have always been satisfied. They do what they say, never fixing things without our permission, and they are timely(and we have done both drop off and wait for it). Employees are friendly and no one has been pushy We will continue to give our business to them. read more

My husband and I took his car to their collision center (progressive sent us there to get an estimate) because he hit a deer while on the Lyft platform. My husband had to drop off the car after hours due to his work schedule. The woman at the front desk, Karen (yes that's her real name) told my husband he had to fill out the drop off paperwork to drop off his vehicle after hours. 3 days go by without a word. He calls the insurance company only to find out that the damages would cost $3300 to repair (it's a 10 year old car , and it was only a dented bumper and broken headlight) my husband calls the collision center and to his shock the shop already started working on the car without speaking to him. They claimed they called him and left a voicemail with the estimate (never got a call) and then they said that the paperwork he filled out when he dropped it off is authorization to repair the car (also never told to him) and basically told him it's his problem and he needs to pay for it because they already did the repairs . This situation was grossly mishandled , the manager , Doug, at this shop is crooked. Don't ever take your car here ! read more

Ok, this review comes after four visits with three different vehicles, including the last visit. I want to be completely fair. In a nutshell, the service you get really depends on the tech. Here's what I've learned (this is service only- I have not purchased a vehicle here) Positives: - professional work (the techs are highly trained) - courteous Negatives: - "upsells"- does work that is not needed without asking (e.g. replaces wiper blades that are good, replaces belts that are good, etc.) - May fail your inspection (did mine) if your vehicle is older and has dried fluid on the valve covers. I had a water pump leak that sprayed fluid all over, including on the valve covers. The tech did a good job replacing the pump, however, he went over the vehicle with "a fine tooth comb". The tech noticed this fluid, along with built-up grease (the vehicle is 15 years old). There was also dried brake fluid on the master cylinder. The tech failed the vehicle inspection due to my not giving permission to do over $750 worth of replacing the master cylinder and valve covers. No leaks. Never had to refill fluid, etc. I am an amateur mechanic myself (can do brakes, replace parts, etc.- done this all my life) and am an engineer. I'm knowledgeable about vehicles and know enough to be able to identify a leak and a fire hazard when I see one (the tech said the oil proposed a fire hazard and used that as an excuse to replace valve covers and a master cylinder that did not leak and by the way was inspected by another tech the month before when they replaced my front brakes for $350). I'm a fire protection engineer and know what is a fire hazard and understand the science of a class IIIB combustible liquid! So- if you don't mind paying a high price per hour for labor, and have a newer vehicle, Chapman is for you. If you want to save money and/or have an older vehicle, take it to a private non-chain garage. I took it to Chapman because they did my company car work and did a good job the first time. But this has become a theme- overpriced (though good) unneeded work. I'm sorry, but I've got three kids to put through college! Lesson learned... read more

When I stopped by on Wednesday to get a quote I waited in the lobby over 10 minutes before someone finally came out to help me.. They looked at my F-150 and said they would email me a quote the next day. It is now Friday. Still no quote. Called and they don't answer their phone. Moving on. read more

My husband went there to get the oil changed in his truck. He made an appt. for noon and arrived ten minutes early and they didn't come to get the truck till 12:15. He told them when he made the appt. that he only wanted an oil change. Also when they came to get the truck he also said at that time that he was only there for an oil change. About 40 minutes later the service man came out and told him that he needed new brakes and rotors with prices. ALL MY HUSBAND ASKED FOR WAS AN OIL CHANGE. At that time the service man said that they didn't even start the oil change. This is the one of the worst customer service experiences that has happened to us. I would not recommend this place to anyone. So in the end, my husband didn't get out of there till at least 1:30. So much for quick service. read more

Horrible Service, absolutely stay away and don't waste your money visiting this dealer for service.

We just bought a car from here. Really great, easy experience. Prices where right and we got an awesome deal! Tim was our salesman, he was very knowledgable and worked to get the best deal he could for us. We will be coming back in the future! read more

Had the misfortune of a check engine light during a business trip. The service department took care of me promptly, told me what the problem was & said that it would be just fine until I returned home & could take it to my local dealer! Great service & fast too! read more

They are as dishonest as you can get. I am reporting to BBB. They concealed a giant burn hole in carpet under their floor mat. Now 2 days later I have a coolant leak. They gave me a carfax report but it must be a scam. I am nervous about what else they concealed. Stay away from chapman ford at any location. read more

Bought a car from them in November, a car they convinced me had no issues, and that I wasnt going to dump a lot of money into because "it was one of the nicest and well kept cars" they had ever seen. Nicest guys in the world when I was in the buying process. The car started leaking oil all over the place, and I had the car in the garage 5 times in 2 months. I came back to them to complain about the car and Tom Evans, their sales manager, dumped all the responsibility on his service department stating "Hey man I just go off of what they tell me" after I asked him why he told me this cars engine had been meticulously taken care of and their was going to be no issues with it. Then he continued to tell me that they would try to work something out, I called them 3 days later and they said to me that they weren't able to look into yet. That was 2 weeks ago and I never heard back. Buyers beware, these guys will lie through their teeth just to get what they want. I felt like I was done wrong and lied to, which is why I came back the second time. I wanted to give them a chance to make things right. Not even a call back. read more

Worst customer service around. Don't ever go here if you're actually having problems with your vehicle, they will not help you. If you're in an accident and need collision repair, expect to return your vehicle 3 times before they actually fix it CORRECTLY. Never using this place again nor will I recommend it to anyone. read more

So far I've been very impressed with the service here. I came here after being told by another dealer that I needed to have $500 work done. Chapman hit a reset button and sent me on my way - no charge. So, when I needed a new transmission I returned here. The work was done when promised and they paid for a rental in the meantime. I just had a lot more needed work done and, again, they paid for the rental. They treated this 66 year old woman with respect and not like an ignorant old woman. I really appreciate that. When it comes time to replace this car, Chapman will be the first place I go. read more

On November 08,2014 I took my newer truck in to Chapman Ford for State inspection. I was told that i needed new front brakes and the rotors turned-So I gave them the ok to do the work. On 08/14/2015 I experienced total brake failure after just putting only 12,400 miles on the new brakes. The closest Ford Dealer to me at that time was the New Holland Ford dealer. They told me that I needed all new front brakes and new rotors because whomever put on the last set of front brakes installed them incorrectly. The mechanic put both inner shoes on 1 rotor and both outer brake shoes on the other rotor-Not 1 of each on each rotor, thus causing the total failure. I e-mailed the "Owner" Ray Garraffa on two occasions which received no replies. I then followed up with written letters to Ray again and copies to the Service Manager. Well, once again Chapman Ford did not call, e-mail or send me a response. I am very disappointed as a service customer, but also was a new car purchaser there just months earlier. I will be taking all my future business to New Holland Ford. They were a great team to work with!!! read more

PROS: I bought my 2015 Ford Edge at Chapman in Lancaster. The buying process was pleasant, easy, and accommodating with Cheyanne. Jon was great with the finance aspect of it. Even the Oil changes were good and moderately quick. CONS: Travel 1.5 Miles down the road to the collision center, and the reviews are not as stellar. ill give credit where it is due; The receptionist was pleasant and helpful. I had damage to the entire drivers side of my car. I had a quote done by my insurance company. When i got the car back, from a distance, it looked great! On closer inspection, i had noticed that when the hood was being polished, polishing compound was absent on the passenger side front QP, creating swirls in my paint, and even one burn on a quarter panel that wasn't damaged in the first place. The headlight which had been moderately scratched in the accident, was "buffed out" but still very visible, who would want a semi damaged headlight on a 6 month old car? My windshield which was to be replaced, was not replaced or repaired at all. My rear drivers side door sounded like a tin can, because the sound deadening material either wasn't installed, or wasn't installed properly. On drivers side C pillar, a dent was removed and repainted, yet new scratches were found in that area, and the connecting area of the rear spoiler. On the inside of the car, there were fibers and dirt all over the dash. I contacted my insurance company again, and was immediately then contacted by the polite woman at Chapman, who assured me all problems would be taken care of a week later when i brought it BACK in to get the repairs finished. I intentionally detailed the entire interior of my car before i took it in, to see just how dirty the interior would be when they were finished. Upon receiving my car back today,the headlight was replaced, a socket set was left on my leather seat when i got in it, there were small globs of black glue from the windshield, there is now a gap in the interior A- Pillar panel along the windshield and the interior was of course not clean. I understand that the windshield is done by SafeLite, but the fact is, Chapman hires these contractors and approves of their work, and clearly does no visual inspection or cleaning of the car. From a Ford Dealer body shop, I expect my car to come back with the repairs looking like new, maybe a dust rag on the interior and at the very least, not have new issues when i get it back, unfortunately I didn't receive that at Chapman Collision in Lancaster. read more

This review is in regards to the Chapman Ford collision center. I am extremely disappointed in their craftsmanship. Dents were left unfixed and no further follow-up was conducted. When I asked them to rectify their mistake they said it was not their issue. I would never use this business again. read more

Service dept up sells work that's not needed Or makes suggestions when there is not a problem. Was told I needed ball joints, however I went to another repair shop and was told they were fine absolutely no play in them. The manager is very cocky and rude also. Would not recommend this repair shop! Beware! read more