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Complaint Details
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Initial Complaint
06/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
*** Chapman in Chandler AZ sold my custom ordered car without my permission. Hi there, I pre-ordered a M3 in Oct of 23 with an ETA of June 24. I was originally trying to trade in two cars which would have added negative equity onto the loan but *** didnt want to finance that. So I sold one of my cars and let my sales person know that I would try and sell the second car and then try again for a loan with *** or try again with my bank. The sales person I have been working with informed me today that they sold the car to another customer while in transit. It is extremely unfair to sell the car before it even arrived. The Sales manager called it a business decision because 25 models are releasing soon. And then was told to order a new one. The only one who has been helpful is the sales rep ******Business response
06/07/2024
Dear *************************,
Thank you for your feedback. We apologize for any inconvenience you may have experienced at our dealership. Although we generally avoid going into detail in our review responses, we feel it is important to clarify the situation in this instance. In October 2023, you visited our dealership to order an M3. At that time, you had a pre-approval letter from Navy Federal,which was subsequently revoked. Following this, we made extensive efforts to secure financing for you through various companies including **** but we have not been successful due to your credit situation. As a result, we as a business decided to put the vehicle on the open market. Subsequently, we have committed to another client for its sale. With the 2025 model year approaching and 2024 models nearing the end of production, we understand this is a challenging time.As mentioned to you, if you are able to secure approval from Navy Federal or another financial institution, we would be delighted to prioritize your order for a custom 2025 M3. If you have any questions or concerns, please feel free to contact me directly at your convenience. Thank you for your understanding,and we hope to assist you in the future.Regards,
********************************
General Manager
Chapman BMW
Direct (Chandler) ************
Direct (Camelback) ************
BMW
We only make one thing-
THE ULTIMATE DRIVING MACHINEInitial Complaint
05/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This dealership took $3750 out of my pocket. I purchased a 2024 *** X5 Hybrid that qualified for the clean vehicle tax credit last year. My sales person and sales manager, ************************* absolutely refused to submit the proper paperwork to the *** in a timely manner. The *** rejected my tax credit. The vehicle is great. These people at this dealership do not care a lick about their clients.Business response
05/28/2024
To whom this may concern,
We appreciate your feedback. After thoroughly reviewing your file, we extend our sincere apologies for any inconvenience caused by receiving your tax credit. Upon being made aware of the difficulties you encountered in obtaining the tax credit, we took immediate and decisive action to rectify the situation. Please be assured that our commitment to transparency and delivering exceptional service to our customers remains unwavering. Once again, we apologize for any inconvenience this may have caused. Should you have any questions or concerns, please feel free to contact me directly at your earliest convenience.Regards,
********************************
General Manager
Chapman BMW
Direct (Chandler) ************
Direct (Camelback) ************
BMW
We only make one thing-
THE ULTIMATE DRIVING MACHINECustomer response
05/30/2024
The dealership responded 5 months after the fact. Two and half months past the *** deadline of 2/15/24. I do not accept their response. I asked to submit the form three times in 2023 and they would not. So this is not an acceptable response.Initial Complaint
04/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a brand new vehicle from this dealership and took delivery June, 2022. The vehicle immediately started having brake issues, and a severely loud sound started coming from the brakes, beyond brake squealing. I had a friend take a video to capture the noise. *** had a field engineer listen to the sound and admitted there was an issue and that they would get back to me with a resolution, which would be new brakes or a brake repair. No one ever got back to me, and Chapman Chandler *** ultimately told me I had to get it resolved through *** of *************. *** of North America ultimately told me that the dealership would have to resolve it, so no one was accepting responsibility after their field engineer admitted there was an issue with the brakes. I was told ultimately that the field engineer changed his story and said there wasn't an issue, which is a complete lie and contradicted what he had already admitted to. No one is resolving the issue, after they admitted there was a known issue.Business response
04/24/2024
Dear ****************,
We regret to inform you that after thorough investigation, we have explored all avenues in addressing your concerns regarding the brake noise issue. *** North America has conducted a comprehensive review of your vehicle and accompanying videos to ascertain if the brake noise indicates any material defect. Following this assessment, we have physically inspected all components of the braking system, including the brake pads, rotors, and calipers,confirming that they are functioning within the designed parameters without any cracks or material defects. Furthermore, the braking system has been found to perform according to specifications, effectively stopping the vehicle as intended.
Regrettably, we are unable to proceed with any repair attempts as the observed condition is deemed within the range of "normal" for such instances of brake noise. It is worth noting that *** ************* has also communicated directly with you regarding this matter.
Please accept our sincere apologies for any inconvenience caused.Regards,
********************************
General Manager
Chapman BMW Chandler
Chapman BMW Camelback
Direct (Chandler) ************
Direct (Camelback)************
***
We only make one thing-
THE ULTIMATE DRIVING MACHINEInitial Complaint
03/09/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
They advertised a *** and when i get to the dealership i was told ohhh no that not the price but as i was there the price still the same but one of the seller was like NOP the price been change, ok so is this a trick to pull costumer? By law dont they supposed to honor what they advertise? I have the vehicle information that i took a screenshot as well proof that i was at the dealership.As a consumers what protects us from malpractice of advertising false price just to pull people to there bussines?Business response
03/12/2024
To whom this may concern,
Thank you for bringing this matter to our attention. We acknowledge the customer's visit to explore the *** 2 series and their interaction with ******, under the supervision of our General Sales Manager. During their discussion, the customer was presented with the online sticker price they had viewed. Despite efforts made by both parties to negotiate terms, an agreement was not reached. We extend an invitation to the customer to revisit our dealership at their convenience, where we are eager to resume discussions and work towards a mutually beneficial arrangement. Thank you for your understanding.
Regards,
********************************
General Manager
Chapman BMW
Direct (Chandler) ************
Direct (**********************************************
We only make one thing-
THE ULTIMATE DRIVING MACHINEInitial Complaint
07/29/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
Illegal business practices, they lie and they ran my daughters credit multiple times without a signed permission form. The general manager ***************************** admitted they had made a mistake and to date there has been no communication as far as resolving this matter. ******************* the manager said he wasnt getting enough sleep and that is why he messed up told me to buy myself lunch and he would pay for it, completely unprofessional. The situation they put my daughter in is absolutely inexcusable I wouldnt wish this experience on anybody.Business response
08/17/2023
******,
It is unfortunate that we were unable to move forward in an amicable way with a vehicle that not only fit your daughters needs, but was one she would be able to qualify for financially. Unfortunately, as we previously discussed, the vehicle she had chosen was not one that she would have qualified for. Regarding the credit application, it is our company policy to destroy all sensitive documents on deals that do not move forward, including the credit application that was filled out. With regards to corrective action with the members of our team that you worked with, we have set in place new standards to ensure we have better processes and procedures regarding communication and setting appropriate expectations for our customers. We strive to give our very best service, but like any company, sometimes we fall short.
I apologize again for any misunderstanding regarding this matter and I hope your daughter was able to find her dream car.
*****************************
Thank you,
****************************;
Vice President
Chapman BMW On Camelback
Direct: ************
Initial Complaint
08/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Incorrect diagnosis of repair on *** 328 i missed diagnosis of fuel leaking from fuel pump creating dangerous situation for my sonBusiness response
09/08/2022
To Whom it May ************************************************ son came in for an electrical concern which e diagnosed. During the inspection we do a multi point inspection as a courtesy to our customers. This is mostly a visual in nature and concentrates on maintenance issues (I.e. brakes, tires, oil) etc. There were no ************* on the car at the time so it was our technicians belief that the car was operating as designed.
Thank you.
*******************************
General Manager
Initial Complaint
08/09/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
This situation stems from a vehicle purchase in October of 2021 from Chapman BMW Chandler (***************** Chandler, AZ). Individuals involved in this purchase were ***************** (Sold the Car), ***************** (Finance), and *********************** (Internet Client Advisor). From my understanding *******************, whom I have not been able to speak to, is also in this chain of command. My recent communications with ***********************, have not produced any solutions to the concerns I will address shortly. He has constantly said that there is nothing the dealership can do to address my issue. I asked to speak to someone else, and he said that ******************* would contact me on two occasions, and it never happened. I am at the point, where I believe *** is either not aware of the situation or just neglecting me. Which leads me to my next issue. I really feel as if my situation is being minimized and I am not being treated fairly, for one reason or another. Now concerning the situation at hand. When I originally agreed to purchase the vehicle, Loc needed a $1,400 payment for transport fee. I completed that transaction with my **** credit card on 23 Oct 2021. On either 24 or 25 October, I notified Loc that my wife and I would be driving to ******* that weekend and there was no need to set up the transport, and that he could put the credit back on my card. We came to ******* completed the sale with ***************** (Finance), and nothing was mentioned by him, or approved by me for that $1,400 charge to go towards the purchase of the car. As I stated before, that charge was solely for auto transport that was never set up and to be credited back to my account. I have asked for the credit to be put back on my card and been told that it cannot happen at this point. They have also acknowledged that they applied the charge without my knowledge or authorization. The dealership takes no ownership in this unauthorized transaction and has not offered any alternatives.Business response
08/09/2022
Unfortunately, we used the $1400 as part of this customers down payment. We have accounted for all monies and the accounting is accurate. The store doesn't have any additional funds. ******************** has been informed multiple times by multiple people at the dealership. He came to us 9 months after the sale. If he would have informed us earlier we woulfd have been able to correct (his payment would have gone up) but after 9 months we can no longer be of help. A refund at this time is not applicable because his money was used to lower the cost of his loan.
We are very sorry this happened but at this point we have no other options.
Sincerely,
*******************************
General Manager
Customer response
08/09/2022
The response from the ** is inaccurate, as I was only able to speak to one person concerning this issue and it was never elevated until I emailed the ** directly. As stated before, this charge was never to be applied to the down payment and the ** himself said it was miscommunication during the sale. I would say more like, NO communication. According to his records, the "so called"down payment of $1400 was applied on the 23rd of October and I have email records that prove that it wasn't until the 24th (Sunday) that I notified them that I no longer needed the transport. Meaning someone (not too familiar with the situation) is trying to backdate something, to match their narrative, with no knowledge of my email records. Their narrative is, that the $1,400 was part of the down payment, and it wasn't. They made it part of the down payment, even before I called off the vehicle transport, according to their records.
I would like to speak with the ** on the phone before this complaint can be resolved. He has my contact information and my availability.
Business response
08/30/2022
******************** and Chapman BMW have agreed to a mutual resolution where the dealership sent him $500 worth of *** merchandise for the confusion. Both parties are now satisfied.Initial Complaint
04/07/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
Trying to get my GAP refund back and this company is not willing to filing my paperwork and giving me the run around saying they will call me back about the issue and never call back been trying to get refund for roughly 6months now with no success and down below I will upload the document they need to file this cancellation and I have email this document to ******************* with no response and called also with no responseBusiness response
04/08/2022
To Whom it May ******************************* paperwork has been completed and we will issue a refund in the next 48 hours. I am sorry for the confusion and lack of attention to this matter.
Regards,
*******************************
General Manager
Initial Complaint
03/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Brought my vehicle into get serviced for alignment and pcv valve. Shortly after I left the dealer I noticed a my clear bra across my vehicle hood was missing. This is the only place it was been serviced at within the last 48 hours prior to the first time I brought it there. Which was 3/5/2022 and 3/7/2022. I asked for photos to justify they did not take my clear bra off and footage of my car being worked on. They general manager insist they did not do it and wont show me footage of my vehicle being brought in to the shop and exiting the shop. They insist they only show me the two photos they think justify what they claim. They are distorted pictures you could never see clear bra wrap on. There is a big gash in my windsheild and you couldnt even see it in the photo they provided and one of theirs employees **** the service advisor agreed he could not see the visible cracks in my windsheild none the less the clear bra. Im think there was being vandalism done to my car and Im being told that I am wrong and they are absolutely right and they say they have all the footage to show prove the matter but wont show it to me. It sounds awfully terrible and I need it to be resolved in some way. Horrible service.Business response
03/21/2022
This guest came into our shop without a bumper and fender for minimal repairs, then claims we took his clear bra. We don't have the equipment in the shop to do it (Heat Gun and I would assume some chemicals) plus it would take 1-3 hours I would imagine. Our technicians work on Flat Rate (which is similar to commission) so they get paid by the job, and we don't just remove clear bras without written instructions then we would have transferred the work out to a detail shop. We showed him video footage as best we could, spoke with the technician, nobody took his clear bra. We would never remove a customers clear bra without instructions from the guest and an associated charge. we did not remove his clear bra.Customer response
03/22/2022
they will not show footage of car while being repaired in the shop. They say they they cant show me that footage saying that their blurry photos would show a clear wrap on a car. Missing a fender and bumper had nothing to do with the situation. They were getting painted atm. They did remove my clear bra and they wont show the footage to justify it. The obits attached are the photos they want to justify that are clear enough photos to see a clear wrap. The windsheild had a big crack all across the windsheild that cant even be seen in their photos. They state that I would need a clear photo of it being in there right before I took it in to their ship to even believe what I am saying. They also have a lot of other complaint of cars being damaged while being serviced. I shouldnt have to video tape my vehicle before it goes into a shop. Its unacceptable. They cant pull up a video of a certain time when it was in the shop to clarify the situation they simple keep pushing around it. Believe me or not. It s unacceptable.Initial Complaint
03/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I dont recommend to buy or service a car from them I bought a new *** with defects paint I spoke to *** and *** told me to contact dealership in chandler the place I bought the car from heres what they offer to send it to paint shop they told me it will be factory paint I said how is gonna be factory paint adding a new paint on top of the original paint wont make it factory I bought a new car not to have paint on it Im not sure how they do business I guess they hide all the defects on there car and they call it factory certified you people should be careful because ******** *** in chandler will tell you the car is new or certified but be careful because they will be lying to you my car missing paint the only thing Mr. **** said I understand that wont be good adding paint on the car but thats what his dealership off so I paid $100k plus on a car is gonna have paint all over it the valve wont be the same because how will buy a car cost $100k plus with paint all over it this will Depreciate the value of my car Again please be careful buying a car from themBusiness response
03/07/2022
To Whom it May Concern:
*** NA offered to fix the minor imperfection in the paint by the tail light. It would be done at a *** certified repair facility. ****************** asked to be compensated instead of doing the repair. *** NA denied his request. At this point we are at a standstill and this has no reflection on Chapman BMW Chandler as we are only acting as an intermediary.
Thank you.
*******************************
Customer Relations Dept
Customer response
03/07/2022
thats not correct it is not minor repair they want to paint the 2 side of the back Quarter panel that will make my car not original paint as I bought a new car and paid almost 100k there respond Id there a middle people I bought the car from them if I ok the paint it will bring my car value down as the car will not original paint I ask to review my concern by the dealership where I bought my car from not *** in ******* but they didnt care or help my car value go down because the paint there service man there said thats what they offer I ask who ? Give me there number he denied to give me any information
I need to speak to someone can help me its a big issue so please I need a phone number for *** not the dealership as they say they cant help I need the number where there saying the denied my request
thank you
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