ComplaintsforChapman BMW On Camelback

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a new vehicle in June 2022 and the loan was paid off in November 2023. Ive been trying to get a partial refund for my GAP contract the last 3 months and have not gotten a response from anyone in the finance department.

  Business response

  08/03/2024

  ****,

  I'm sorry to hear about your situation.  I just called you and just left a message.  My Finance team will reach out as well and get you  the documentation we need to facilitate the cancelation.  Again my apologies for the lack of communication on our part.

   

  *******************************

  General Manager

  Chapman BMW

  ************

  ************

   

  Customer response

  08/03/2024

  Talked to ********************* on Wed 7/31 and signed cancellation form

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************
  
   

  
  

• Initial Complaint

  03/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The persistent issue of shaking when braking is not only frustrating but also potentially dangerous. Despite taking it to the dealer for repairs, it's disappointing that the problem hasn't been resolved. This not only reflects poorly on the dealer's ability to diagnose and fix issues but also raises concerns about the quality of their service. Overall, this experience has been highly unsatisfactory and has left me feeling uncertain about the reliability of both my car and the dealer's service department. I'm deeply disappointed with the service I received at the dealership regarding my brakes and rotors. After only ****** miles on the brakes and being from 8mm to 0mm I'm being told that both needed replacement came as a shock. It raises serious questions about the quality of the parts used in the vehicle and the dealership's integrity. This seems like an excessive and premature repair, especially considering the relatively low mileage. It's disheartening to feel taken advantage of in this way, and it certainly doesn't instill confidence in either the dealership or the vehicle itself. My experience with the dealership has been nothing short of frustrating and disappointing. Despite bringing my car in three times for the same issue of shaking when braking, the problem persists. To make matters worse, I was told that purchasing new tires would magically fix the issue, which turned out to be completely untrue. This not only wasted my time and money but also eroded my trust in the dealership's competency and honesty. It's unacceptable to repeatedly fail to diagnose and resolve a known issue, and the false assurance about the tires only adds insult to injury. As a result I had to pay $1200 dollars to replace rotors and brake pads when they could have replaced rotors the first time I had an issue of shaking while braking. Warp rotors cause premature wear to brake pads 3time vehicle wasnt fixed and now it is after $1200 that could have been fixed before warranty expired

  Business response

  03/12/2024

  To whom this may concern, 

  Thank you for bringing this to our attention. The warranty initially covered brake pads and rotors up to ****** miles. ** ****** miles, we replaced them under warranty following a specific service bulletin, extending coverage to 48 months or ****** miles. ********** vibration concerns emerged at ****** miles, noted alongside rear tire wear. After tire replacement, no vibration was detected. Front rotor irregularities prompted replacement at ****** miles post-initial service. Rear brake pads and rotors were replaced at no cost. Despite being unable to replicate the issue at subsequent visits, we addressed your concerns. The current visit, at ***** miles later, showed normal wear on the right front brake pad, within the brand's standards. You were also granted a $200 discount during your last visit. We prioritize your interests and ensure fair treatment.

  Regards,
  
  ********************************
  General Manager
  Chapman BMW
  
  Direct   (********)    ************
  Direct   (Camelback)  ************ 
  
  BMW
  We only make one thing-
  THE ULTIMATE DRIVING MACHINE

  Customer response

  03/12/2024

  when the tires were replace the vibration did not stop thats the reason the rotors were resurfaced and brake pads were purchased the tires had anything to do with the vibration but since your technician insisted it was the issue I purchased 2 new rear tires the vibration went away and it came back 2-3 months in now that when I took it in the second time and the rotors were resurfaced again . Bottom line the issue was never fixed due to faulty rotors if the rotors had replaced since the initial start of the vibration then I believe all the issues would have been fixed but I kept going back and back after time  

  Business response

  03/19/2024

  While we sympathize with the customer, replacement of the rotors would not have resolved the issue. As stated by the customer the vibration went away for two-three months. If the rotors had been more of an issue than a simple resurface the vibration would not have gone away for any period of time. The other part of that, is that should the rotors have required replacement it would have been at the customers expense due to them being a maintenance item.We have looked out for the customers best interest throughout our transactions and will continue to do so. As it relates to the tires, the customer was provided photographic and video evidence of the safety risk the tires posed.And as stated prior, the dealership participated in the cost of the rear brake repairs after the customer had to return and was offered a significant discount during their most recent visit. 

  Regards,
  
  
  ********************************
  General Manager
  Chapman BMW
  
  Direct   (********)    ************
  Direct   (Camelback)  ************ 
  
  BMW
  We only make one thing-
  THE ULTIMATE DRIVING MACHINE

   

  Customer response

  03/27/2024

  Based on my 14 years of experience dealing with vehicles and also having relatives as mechanics that have been in their profession for more then 30 years the rotors where the issue unless your questioning their profession? Now that everything has been replaced there is no vibration once more like I said all this could have been done the first time and I gladly would have paid for the rotors but no your mechanic kept me coming back and wasting time over and over also telling me that the rear tires had to do with vibration in the front I dont know were do they get their knowledge from but even my 4 year old would know that it wouldnt be correct. Im not angry that I paid to get everything fixed Im mad because the time I wasted over and over and when your mechanic broke my windshield as well more time taken thats time I wouldnt get back because I had to deal with issues that could have been fixed the first time 

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday January 15, **** I took my car to Chapman BMW Camelback because it the engine was rattling. Chapman diagnosed it to be the Vanos engine bolts described in the recall. They gave me a loner. I thought everything was good. They called the next day and told me *** did not approve the repairs. The car has to totally break down before they will fix it. They advised me not to drive it because if it stalls it could result in a crash and be a danger to myself and others. I'm sure if the bolts did come all the way loose they would do a lot more damage to the engine which would not be covered. The noise has gotten considerably louder. I can't drive it. I can't sell it. I don't know what to do. I'm hoping you can help me get this resolved. My vin number is WBAAPH5G5XBNM82260 2011 *** 328I. Recall Campaign No. 23V-707 Vanos Assembly (engine) bolts.

  Business response

  01/30/2024

  Upon receiving the complaint, we engaged *** of North America and requested that they review the denial of repairs on their behalf. ***NA reviewed the case and ultimately approved the repairs. Parts were ordered and the customer is scheduled to drop off the vehicle 1/30/2024.

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two weeks ago, I took my 2016 *** 340i (VIN: *****************, 53k miles) to Chapman BMW on Camelback for an oil change and to repair a P0440 **** engine code. I was given an estimate for $7K, which included a new oil filter housing, a new water pump, and repairs to my crankcase diaphragm / ***. Apparently, the new oil filter housing was needed because the technician had broken the head of the oil filter off into the housing. Thus, creating the need for a whole new oil filter housing ($1234). After that, they sent me a video of how the water pump leak had gotten much worse .. so bad that now I couldnt even drive it away. Before bringing it to them, I had never once seen a drop of liquid on the ground, under my car, in my garage, particularly coolant. Yet now I had a leak so bad I couldnt drive the car away.Exasperated, I paid them the $4600 for the oil filter housing replacement and the new water pump and got out of there as fast as I could. I never got accurate diagnosis or resolution to the original **** problem. Instead, they morphed that issue into a $3200 ***/crankcase issue. I told them no thank you on the *** issues and got out of there.A week later I took the car to ******************** . and what do you know .. the **** issue was from a fuel tank vent value problem (the one thing that Chapman had said was operating as designed). I paid ******************** $551 to fix the fuel tank vent value and close out the **** issue. I also had ******************** confirm there is no crankcase pressure problem / *** / crankcase diaphragm problem. Given they lied about the fuel vent value and lied about the *** issue .. Im now wondering what else they lied about. What would have stopped them from lying about my oil filer housing or my water pump. The whole experience has been an absolute nightmare and my worst car maintenance experience ever

  Business response

  11/29/2023

   

  To whom it may concern:

  The original complaint was for a check engine light diagnosis and an oil change that was ***** overdue. It was explained to the customer after scanning the vehicle for faults and smoke testing the evaporative system that no leaks were currently present. Based on historical data and our experience relative to this fault, it was likely that the *** diaphragm which is part of the valve cover assembly would have a micro leak. We were clear with the customer, that this was our recommendation based on the information available to us at that time. It should be noted that the customer was not charged for a repair or for diagnosis related to the check engine light. The oil filter housing and water pump are completely separate issues that were identified later. The oil filter housing was required due to the filter melting to the housing, likely as a result of the long overdue maintenance. The water pump was observed as part of a multi-point inspection. Both failures were demonstrated to the customer in person and via video. The customer then agreed to the repairs that he observed personally and was charged for. These repairs are in way related to the check engine light.   I would love to speak with you more if you need any clarification so please reach out.

   

  *******************************

  General Manager

  Chapman BMW Camelback

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sept 16, 2023 I traded by truck in for a pre-owned vehicle from this dealership; from day one i have had issues and more keep coming up; I feel this vehicle is a lemon. Day one i brought home the sunroof did not work and there were head lights burnt out. The salesman and finance manager had stated that this dealership stands by their vehicles and this one in particular went through the shop. My best friend was with me and can verify my information. I stated i was struggling and needed a reliable vehicle with good mileage and reliability. Brought the vehicle in day two of having for them to look at the sunroof and head lights; after 2 1/2 hours of waiting, they gave me a loaner vehicle and stated it would take time to fix the sunroof. After a week i picked up the vehicle; the shop left glue and debris in the vehicle which i complained and the fog light was still burnt out. They sent an employee to my work to pick up from my work so they could replace the light. The next day i received a call that the engine light was on, and they needed to keep and order parts; was a fuel sensor. Day after they stated it was an error and i can come pick up. The engine was noisy and not running correctly, which i complained. I had a conversation with the sales manager and stated that will all the issues after day 3 i was uneasy and wondered why they wouldn't look to place me in a more reliable vehicle; they stated i could come get my truck. That was not an option at this point since i was behind now on payment due to the payoff agreement. Week one of driving service engine light came; how is this possible when they stated the vehicle went through inspection/ shop and this had been done? Went out of town for 10 days came home and took the vehicle through the car wash; there was a river/lake on the floor of the passenger side afterwards; water flowing in from the car wash. This is a big issue. I want them to take back the vehicle! This is truly a lemon!

  Business response

  11/24/2023

  ******,

  We have reached out via phone and had no returned calls.  While we acknowledge the moon roof had issues, once they were brought to our attention we immediately began the repair process.  While sometimes these repairs take longer due to not having all the parts on hand we gave you transportation so that you were not as inconvenienced.  On all the light issues we picked up the car and drove it back to our shop to look at the issues.  ********* the lights were working as designed (we even took videos and sent them to you).  The water in the car is a new complaint we haven't heard about.  We would be happy to look at it if you want to schedule a time in our service department.   If you need help please feel free to call me or *********************** the stores Vice President (she left you a message).

   

  Sincerely,

   

  *******************************

  General Manager

  Chapman BMW

   

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  These super smart people thought it was an amazing idea to take my belonging, the belongings they had no right to take anyway because they did so illegally using a breach of contract and shipped it to my old address. No one cares that their feeling were hurt, and no one cares how I talked to your *************** because I know he is reading this. Not only is he a terrible manager but he is just a bad person to be fighting back his hurt feeling with taking away someone's car. Everything I told the chapman BMW team was correct. They were so careless, negligent, and lazy they did not even care enough to send ALL of my personal belongings to the right place. I still don't have my belongings and the money for the damages due to the loss of car and my belongings. God even knows if I I don't know why people continue to go here, most likely because they have to but hopefully this business gets shut down. I need to find out who is above ***** so I can report to him. This place is a joke. I'm praying it gets shut down.

  Business response

  10/04/2023

  To Whom it May ********************************************** didn't qualify for financing as the only lending institution we had she failed the telephone interview.  She was refunded her money and she was going to come pick up her belongings.  After a week we sent the belongings to her address of record, only to find she had moved.  She gave us her new address and we re-sent her belongings.  We ask that we have no further contact with this customer and have retained counsel to also issue a cease and desist.

   

  *******************************

  General Manager

  Customer response

  10/04/2023

  I will be in contact with chapman BMW until they can give me the money for the loss of car damages. I already told that to ***** several times. I don't care about a cease and desist. It's *****'s fault that they put me in this situation. It's their fault I am asking for the loss of car damages, and they tried to steal my stuff and money if it wasn't for attorney general and the BBB, they would have stolen my belongings and money, and no one would have done anything about it. I would like the name of the tow company they used so I can report them too. Like I said in email, until you give me the money for the loss of car damages. I will be contacting you for a long time. No one cares about your feelings ***** because I know your reading this. Hopefully I can find who is above ***** so they can shut this store down. No one cares about your cease and desist because I don't. You were the person who chose to call the bank and have them close the loan. Take accountability and stop lying and I hope it is taken to court so a judge can see the constant lies you've thrown like how you don't want to admit that this is your fault. Have fun getting more complaints from me because you will defiantly hear from me and BBB again. 

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  These people allowed Chapman BMW to take my car after telling me nothing about this. I did not make any default in the payment. All I did was tell a lady that chapman bmw was going to replace my battery and they chose not to. Then I look out my window and they are taking my car. Then when I call them. I talk to someone named ****** who is a resolutions specialist who acted like I was never even a customer with CAG loan and didn't have a loan here. ****** should be fired. So should the lady I talked to before this who let chapman BMW steal my car so they will also be a part of this lawsuit I will be filing to small claims court.So, you guys can return my car with my belongings inside and you can give me a settlement for the issues and damages this has caused to me while you had taken my car.

  Business response

  09/08/2023

  To Whom it May ***************************** after we agreed to let ***************** keep her car (an email was provided by her to never contact the dealership again) she had to do a bank interview so that the loan could be finalized.  Although I wasnt privy to the conversation, the bank called us saying they no longer wanted to business with this client.  It was at this point we had to get our vehicle back. 

  The vehicle has damage on both sides of the car and ***************** has called/emailed the dealership in excess of 400 times in total.  We have now turned it over to our attorney who is compiling a Cease and Desist letter.  At this point we only want correspondence to our attorney in written form.  She will have the letter by end of business September 09, 2023.

  We are asking for all communication from ***************** to stop immediately.

  *******************************

  General Manager

   

  Customer response

  09/08/2023

  I need proof of this. Still a loan cannot do that after everything has been finalized. You cant revoke a contract after it was sold as is. 

  Business response

  09/08/2023

  To Whom it may concern:

  ********************** loan was (as are all vehicle financed) contingent on financing.  When we determined that we would not be able to make ***************** happy with this vehicle we decided to take the car back and cancel the deal.  She then sent this text to us:
  

  08/24/23 5.24pm

  I just paid money to have my car fixed and looked at. You dont need to come down here and I wont ask you for any help with my car in the future.  If you dont touch my car Ill stop calling 

  We then agreed to keep the car on the road.  Part of that was a bank re-interview (since it was canceled in August).  When the bank called they decided that they were no longer interested in the deal.  This was the ONLY bank we get get an approval with ******************* current credit profile.  We then had to get the car back.  ***************** has called/emailed the dealership in excess of 350 times.  We have had to hire counsel to send out a letter for her to stop.  At this point we have offered all her money back in exchange for keys to the car (even though the car has damage on it).  We hope we can end this amicably but the decision is hers.

   

  *******************************

  General Manager

   

   

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ok chapman is one of the worst dealerships with some of the worst service. I know most car dealerships are terrible but this one is really awful. They sold me a crappy car that they didn't tell me all the conditions about. If this was the case, I would have chosen a different dealership to go with. Now my car isn't working, and they won't assist me with the car NOW because I as telling them how awful their company is. It's not my fault you sold me a car that has a bunch of issues without informing me. and they won't even answer the phone. Not only is this place awful, but I will also continue to keep reporting this dealership for the rest of my life because this awful store is the worst place I have ever visited. I am going to try to get in contact with. They are now refusing to answer my calls when I have now called them over 50 times which is crazy. I don't know who gave these people jobs, but they need to be taken away. I will make sure everyone knows how awful this car company is and I will be reaching out to an attorney so I can pursue legal action against this car company because the car they sold me is awful and the dealership is awful. Ok since your disgustingly awful dealership is choosing not to answer my calls, I will be reporting them. I spoke with ****, ****, ***, *****, etc. Literally everyone at this place is awful. I will be leaving reviews to the next complaint.

  Business response

  08/31/2023

  To Whom it May ***************** offered to take the vehicle back and refund ****************** all of her monies including the incidentals for the loss of time without transportation.  She relied back in a text that she got the car to work and now wants to keep it.  We agreed not to take it back and at this time should be good.

   

  Thank you,

   

  *******************************

  General Manager

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  If I could give a 0, I definitely would at this point. My *** x3 has been back and forth to this dealership for faulty repairs for the past 2 months. Initially, I brought my vehicle in for the check engine light and drivetrain malfunction. My service technician was ************** asked for all services that needed to be performed on the vehicle so that I could evaluate if it was worth me getting the repairs completed or explore other options. **** understood and assured me of the repairs per the diagnostic tests. The first time, I paid over $5000 for all of the repairs. As soon as I took my vehicle home, it was not even a day or two of driving the car, and my check engine light came back on again-same error code. I work from home M-F so I do not drive the car much but usually weekends. I had to bring the vehicle back again to the shop only to be told that there were more repairs that needed to be done and the technician did not see these repairs prior. I paid more $$$ to get the additional repairs completed. Now, this time the repairs totaled almost $9000. I questioned **** that I do not think the technicians know what they are doing and there is no reason why I should take my car home after these repairs only to have the check engine light coming back on immediately. Unbelievable!!! Moreover, as discussed prior I would not have spent this amount of money if they really evaluated the repairs that needed to be done to get my car repaired. At this point I am terribly upset. My vehicle has spent almost 2 months in the shop back and forth, I have spent almost $9000 on the repairs, and I have not really been able to really get any use from my vehicle. I had to bring my vehicle back in for making the same noise that it was making prior, same error codes, and the check engine light back on again after two days of being home. This has been an absolute NIGHTMARE! ***** confirmed that he heard the loud noise that my vehicle was making upon driving the car back to the shop since **** was out of town. However, this time I brought it for service on a Thursday. My vehicle did not supposedly get inspected by the technician and the ******* until the following Monday. I was told that there would be a ******* overseeing the inspection this time. However, usually I receive a text of a video and an estimate of what needs to be repaired. I asked several times to have it sent to me so that I can see the full inspection. However, I was told that they have a new system and was unable to produce the vehicle. It sounded like a bunch of c*** I was convinced that something shady had been going on and have repeatedly asked to speak to *************************. I have left several messages for ***** on his voice mail. He finally called me a week later and informed me that he did not have all of the details in regard to all of my service that had been done. He also stated that he would reach back out to me after speaking to **** and ***** and looking further into it. Although, I know that he was aware of everything that had been going on and had been avoiding my calls for days. He told me that he would reach back out to me, but it has been over a week, and we are almost on week two. No follow up call at all. However, I have received a call stating that it will be almost $4000 of more repairs to get completed. Where is the boss-************************* and why haven't you tried to make this right? This has been the worst experience ever! I have paid a lot of money to this dealership's service department for repairs. My car has not been repaired but only other parts in my vehicle are damaged each time. Is it to keep me coming back in to pay more and more money? My car has not been properly repaired and I have the same error codes that were on my car during my initial visit two months ago. However, now more repairs. If I were a man, ***** would have been more receptive to respond and get this issue resolved. I bet I wouldn't have had to bring my vehicle in so many times to be repaired. There has been NO ATTEMPT to try to make this situation right at all.

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or around June 14th I spoke to a *********************** to see if he would by my 2021 *** x3 since I was looking to sell the vehicle and I had leased the vehicle in 2021. Per a phone recording, he had first offered to buy the unit for ******, the buyout from *************. I then told him I was looking to sell the vehicle back to the dealership and he then told me he could give me ******, with the 4k plus check to be mailed within 2 weeks. On June 21, after he got back from his 3 day break, I took the car into the dealership. He then proceeded to draw up the paperwork at the ****** price. I am asking your company to honor the agreed upon price, or I will have to decide if I go through the courts, or through the newspaper. AND THE *** DEEALERS ARE WORKING TO IMPROVE THEIR IMAGE ?????????? The car is under my wife's name, *****************************

  Business response

  06/29/2023

  To Whom it May ****************************** reviewed the phone call and *********************** did state to ******************** that we would buy the car for $34,684.  In the same conversation he also stated if he wanted to keep the car he would have to write a check or Finance it for approx $38k.  I called ******************** yesterday reviewed the call with him and apologized for the miscomuniocation.  ******************** stated he sold the *** x3 to *************.  We are all good now.

   

  *******************************

  General Manager

*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. ↩