Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new 2024 *** XM from Chapman BMW in Chandler March 9, 2024. There was a safety recall on the vehicle released 2/2024. They should not have sold this vehicle with an unresolved safety recall. It is now 12 months later and this recall still has no fix from the manufacturer. All though *** continues to deliver new cars to sell that have the new braking components they are not taking care of the vehicles on the road that are putting peoples lives in danger. I have had an incident with my braking system locking up for no reason and almost causing an accident. I want the brakes repaired immediately or they need to take this car back.

  Business Response

  Date: 01/08/2025

  To whom this may concern,

   

  Ms. ****** purchased a 2024 *** XM from Chapman BMW Chandler on March 9, 2024. Approximately five months later, ***************** announced a recall affecting an estimated 1-2% of vehicles, specifically related to the integrated brake booster. Unfortunately,Ms. ****** vehicle is among the small percentage impacted by this recall.

   

  Following the recall announcement, Ms. ****** posted reviews on several platforms alleging that we sold her a vehicle with an existing safety recall. This claim is inaccurate, as the recall was issued in August 2024five months after her purchase.

  We promptly reached out to Ms. ****** to address her concerns and explore possible solutions. She reported that her vehicle had experienced an incident of braking abruptly on its own. Per *** North Americas recall protocols, a defect must be verifiable to proceed with corrective action. When Ms. ****** brought her vehicle in for inspection,our diagnostic systems did not detect any stored fault codes corroborating the issue described. Additionally, we requested her cooperation in replicating the problem, but we were unable to secure her commitment to proceed further.

  
  As outlined in the recall notice Ms. ****** received from *** *************, a remedy for this issue is not yet available. It is important to note that the vehicle was sold prior to the recall being issued, and the dealership remains committed to assisting ********* within the scope of the manufacturers guidelines.

  
  Should Ms. ****** have any additional questions or concerns, she is encouraged to contact the dealership directly or reach out to *** Customer Relations at ************. We value her understanding and patience as we await further guidance from *** ************* on this matter.

   

  Regards,
  
  ***** M. *********
  General Manager, Chapman BMW
  Direct  (Camelback) ************
  Direct  (Chandler)     ************ 

  Customer Answer

  Date: 01/08/2025

  I is not acceptable for a car manufacturer not to repair a safety recall.  I have spoken to ***** and they have confirmed the recall was issued on 2/12/2024.  It was issued before I purchased the car on 3/9/2024.  This recall affects 1.5 million cars.  Chapman BMW is lying in their response to this complaint.  This recall will stay active on my $170,000 car and make it impossible for me to sell it or trade it in.  I will never buy a *** again.  This has been handled so poorly and it completely unacceptable for a car manufacturer to do this.

  Business Response

  Date: 01/09/2025

  To Whom It May Concern,
  

  We understand Ms. ******* continued frustration regarding the recall on her 2024 *** XM. However, we must reiterate that the current situation is beyond the dealerships control. As clearly stated in the ***** recall notice Ms. ****** attached, the status of the recall is marked as Incomplete, remedy not yet available. As previously communicated, when Ms. ****** brought her vehicle to us, our inspectionperformed in accordance with *** North America's protocolsfound no stored fault codes to corroborate the issue she described. Additionally, the service records confirm, Vehicle operating as designed when test driven; no relevant faults stored.
  

  While Ms. ****** raises concerns over the recall affecting a large number of vehicles, it is important to note that only 1-2% of those vehicles are expected to exhibit the defect requiring parts replacement. Unfortunately, until ***************** provides a remedy for this recall, no repairs or replacements can be made to address this concern preemptively. To further support Ms. ****** during this process, ***************** has offered to provide a rental vehicle at no cost to her until a remedy becomes available for her car. Should she wish to proceed with this offer, she can coordinate directly with the dealership or *** Customer Relations at ************.
  

  We remain committed to assisting Ms. ****** within the guidelines provided by *** North America and will act promptly once a remedy is available. We appreciate her patience and understanding in this matter.
  

  Regards,

  
  ***** M. *********

  General Manager
  Chapman BMW
  Direct (Camelback) ************
  Direct (Chandler) ************

  
  

  Customer Answer

  Date: 01/10/2025

  This complaint will not be resolved until my car is fixed and the recall is removed from my vehicle.  *** is responsible for fixing this recall.  The parts are available or they would not be selling any new X line suvs.  

• Initial Complaint

  Date:06/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** 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

  Date: 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 MACHINE
  

• Initial Complaint

  Date:05/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 MACHINE

  Customer Answer

  Date: 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

  Date:04/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 MACHINE

   

• Initial Complaint

  Date:03/09/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 MACHINE

• Initial Complaint

  Date:07/29/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Incorrect diagnosis of repair on *** 328 i missed diagnosis of fuel leaking from fuel pump creating dangerous situation for my son

  Business Response

  Date: 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

  Date:08/09/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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.