Chapman BMW on Camelback

Purchased vehicle the evening of Jan 15. At the time the vehicle had a slight pull to one side notated at time of sale as an item they would resolve. Dealer noted fresh tires had just been installed by them. Feb 2nd dealer notified that per a known tire store in the valley that the front tires were under the load rating per Mercedes specs. Feb 4th dealer came back with genuine concern about the load rating and stated that safety is a critical item to them. Dealer asked I bring the vehicle in to be inspected. Dealer ordered replacement front tires with a higher load rating. These new tires arrived and were installed Feb 6. After the install, the tech found that the larger diameter tire rubbed the factory suspension and the original tires were put back on the car. I was advised that I could get quotes on having the fenders remolded larger so I could add wheel spacers and then move back to a larger tire. Sales rep advised me that if I were to blow a tire he would help me out on cost but there were no other options. Fast forward to Sept. I contact the dealership as both my front wheels had cracked on all 5 spokes. Dealer asked if this was a safety concern and I advise yes and that the wheels were leaking air at this point. I was advised the dealer would speak with management. 11 days passed without any response from the dealer. A local shop was able to assist me in tracking down the details of the wheel through a VIN search and calling around (cudos to them). The manufacturer was nice enough to extend the original warranty to me (even though I was the second owner) but I would have to pay freight. I agreed and picked up a rental car for a week while new wheels came to AZ and were installed and the original wheels went back to the manufacturer for inspection. I followed up with the dealer again and was met with a reply that they didn?t know what I wanted. I reminded them that they were ?speaking to management? about the situation and had not replied. I advised them that in the interest of safety and time I took on the cost of a rental, labor to install and freight charges. I explained that I would like to know who to send the invoice to for reimbursement since they made no attempt to mitigate. Two managers were copied into the email string at this point by the dealer. Another week passed without response and I again reached out to the dealership asking who I should escalate my matter to. Another week passes without a response and I ask for the general manager?s contact info. I finally get a reply that the store owes me nothing because I accepted the tire option. I ask that since their solution did not fit the vehicle, was there a solution I was unaware of. I remind them that I am not asking for tire replacement as I did put miles on what was installed, even if it was substandard, but it was their installed tires that lead to the defect of the wheels. Further, despite my communication, their continued silence caused me to need to remedy the situation on my own. October 21st I receive an email from David Schmall with the following parties CC?ed: Nicholas Buzzetta, BJ Geisler, Jason Howard and Alan Jones. Below is a portion of the email I received: ?Any time you are selling used cars problems come up. It has been our companies position to address these problems on a case by case basis and try to exercise the best discretion possible to take care of customers and at the same time protect the store from that policy being abused. We initially would cut a check for almost any complaint that came up and as you can imagine this policy was abused and just overall not a good market plan. With used vehicles we had to set some boundaries due to mitigating factors we could not control, like the way certain customers drove their vehicles, abused their vehicles and cared or failed to care for their cars with proper maintenance ect. So, with that we had to get some definitive policies in place. The policy we applied

I originally went to just look at a BMW, my salesman, Joe Lena convinced me to take a test drive and tell me about the car. Joe was very knowledgable about the car and gave me the best buying experience I've had. Everyone at the dealership was more then welcoming and made sure I was comfortable and had what I needed. The financing process was fast and easy, everything was laid out perfectly clear. The dealership made me feel like I wasn't just another customer after the sale and have welcomed me to the BMW family with open arms.

Drove into the main Dealership and Savas was waiting outside for me ( I had set an appointment with him over the phone) I had previously looked at 328i at Scottsdale and although the service was great they did not have the combination I wanted in my car and was told that if I wanted the color/option combinations I would need to upgrade to a 6 series which was out of the question. we sat down and I went over exactly what I was looking for. Chapman did not have it but said they would look. Savas and I went to drive a 335i more for the fun of it and to see the difference between the 328 and 335 and just reaffirmed my dissection to go with the 328. we went back to the dealership and worked on some numbers meanwhile Chapman found my car in California. we agreed on a price I was happy with and a deal for financing that was even below my budget. I filled out all the required paperwork to purchase the car and was offered a rental until mine came In, I refused as I had my old 2002 GMC which I was keeping and drove off making plans to show up in 5 days when my car would be ready. I was informed a few days later that their was a delay in shipping. since I had already made plans to get to the BMW dealership on the original delivery date Savas arranged a rental for me and I drove off in a 328 that Thursday. Chapman worked like crazy to get my car ready the day it came in and I was stuck with a rental for only 1 day and that Friday drove off in my new BMW. the finance manger even manager to get my apr lowered from 2.79 to 1.9 saving me 700 or so $$ over the finance period. I experienced no pressure or hassle. Chapman and Savas went out of their way to get me the car I wanted. my only regret is I waited this long to jump into a BMW.

I went into Chapman BMW towards the later part of September 2014, this was my experience: First of all the salesman Dustin that helped me AWESOME, no issues with him at all, he is fantastic! Showed me a few BMW's we finally found an awesome 08' 335i White, and I was sold. He did a perfect job. Going into finance is where things started to go sideways. A gentleman named Steve helped me and was very kind. I asked specifically "is this loan approved?" "No, but I am 99% sure it will go through." Steve said. I voiced that was apprehensive about taking delivery of a vehicle when financing wasn't secured but he claimed "this is BMW, we'll make it work don't worry about it." I took delivery and loved my new BMW 335i. Showed it to my friends, co-workers, family. Then I got a call 2 and half weeks later from Lyle the Fleet Manager. "I'm sorry but we'll need you to bring the car back you aren't approved"... So apparently Steve had no clue what he was talking about... Lyle went on to say "However we have a 328i that's in great condition that we can approve you on." I had traded in an old Jeep and I much rather would have a lesser BMW than take my trade back so I played ball. Went down, turns out the car was AWESOME! I loved it! However Chapman had me sign all new paper work, agreeing to an INSANE APR of 29.99%, agreeing to have a tracking device in the car, basically making me feel like a criminal for not having the best credit score on the planet. However I agreed and jumped through their hoops. Steve in a rush and obviously looking annoyed and embarrassed that I was back, rushed through the paper work. I asked him again, "So is this approved, are we good?" He replied "yes, this is approved you are good to go." Never once manning up & offering an apology or recognition of wrong doing or over promising, instead he treated me as if I was a pain to deal with. A couple more weeks went by, I showed the second BMW to my friend co-workers, family etc. Bought a decal for the back window, took a road trip in it, the car was mine. I loved it! Well into October I had an amazing job opportunity open up, so I quit my previous job accepted the new offer. Lyle from Chapman called and said "The lender can't approve your loan, they need to verify employment" I explained the situation, and he made me feel assured that there would be something they could work out for me. I sent over my offer letter from my new job, as well as contacts to legally verify employment. Keep in mind this was Chapman BMW's "In house" finance group... Apparently a legal offer letter and a direct line to HR to do a standard verification of employment doesn't satisfy Chapman BMW. Never mind the fact the "lender" was slow in their verification of employment. Lyle called back explaining his job was on the line and I needed to return the BMW. I obviously didn't want to cost anyone their job over a car, so I returned the car and took back my Jeep. Later that day I get a call from Lyle telling me that Chapman now has a problem because my Jeep (registered in CA) had the title transferred to AZ in their names. Since the registration was expired, they needed to either get the Jeep registered for me here in AZ, or make the deal with the BMW work. He suggested that Chapman pay for a rental car, and when I find out when my I'll have my first pay stub from my new job, to let him know. Then they'll pay for my rental car and we can get the deal worked out on the BMW. GREAT! It maybe a weird and stressful situation but hey at least they are working with me. A week went by and Lyle called me and asked when I would be getting a pay check, I explained the soonest I would see one is Nov 7th. He then explained that Chapman would be unwilling to pay for the rental car until then and I needed to return the rental car and pick up my Jeep. Finally fed up with the insanity of all of this, I took back my Jeep. Magically Chapman had an AZ Title for the Jeep in my name, not sure how they did that

Paid for oil change that was not performed. Oil Service light not reset. When took back to question if had been performed, was told that the lights were just not reset. Oil is black like tar. Very disappointed.

After an accident with my previous BMW I have seen look on the net for a local dealership however I did not check them out with other people who had purchased a car from this one. I have owned 5 BMW over the last twenty years and really believe in there quality and have always had excellent experiences with dealers from other States. I assume that all BMW dealerships where help to the same high standards. This dealership was truly not the case. I had to take the car back four time to have thing fixed in a PRE CERTIFIED car. So much for pre certified cars from them. I was out and out lied to by the Service Manager regarding rust on the rotors and the finance sales person tried to sell me additional extended on things that were already covered for several year as well a scratched and dent warrantee on a car that was already scratched and dented. I am still a BMW believer however I would never even THINK of buy another car from them. Please understand, this is just a summary of how bad the dealership performed. The only bright spot in the transaction was the salesman, Bob Husrch who tried his best to make things right. Should he go to another dealership I would highly recommend using him. I think he was embarrassed by the service I received. In summary, although I am disabled and was healing from the accident that brought me in to buy a car, I still believe in BMW's reputation for quality and would buy another, but NEVER from this dealership. Remember "BUYER BEWARE" really applies to these guy and expect to have to fight to get reasonable good service and do not purchase a car from them until you see that they have done all the things they promise or better yet - USE A DIFFERENT DEALERSHIP. Good ones are out there!!

Found a vehicle on cars.com from Chapman. It was listed as titanium gray. The pictures were shadowy and the color seemed kinda blue. I contacted dealership by several means (email, online chat, etc.) to have someone confirm the color before we wasted our time going in person. They all swore it was titanium gray. Well, we went and saw it in person, and it was BLUE! So very BLUE! The #1 salesman (he wasn't shy about pointing that out) played dumb like it WAS gray and in just the sun maybe had tints of blue. After some protest, the manager looked up the manufacturer's colors for that model year. It was BLUE, which anyone could obviously see. Can't help but think it is a trick to get people there in person, as I'm sure the more neutral titanium gray color is more popular than blue. This is the 2nd time since car shopping we've had this experience where the color was advertised incorrectly and the dealers played dumb. Beware of this trick!

When I called them and asked for a certain car with certain interior as well as year and model I was told they had what I wanted at a fair price. When I arrived I was told that the salesman I talk to was not in; nor was the car, but they would find me another one. It was, of course, more expensive and had higher miles. I felt they just wanted to get me into the dealership to sell me any car. Then when it can time to do the financing, that individual tried very hard to sell me a bunch additional warrantees and maintenance plans that I already had under the original warrantee and as a Pre-Certified car. He also want to sell me a "scratched and dent warrantee when in fact the car was already chipped and scratched. They told me they would remove them and, at no surprise, did not complete the job. I have own 7 BMW over the last twenty years but had never worked with this dealership before and would never consider buying another one from them. I guess the term "buyer beware" really applies here. It certainly degrades the buying experience of a BMW.

Drove down from Prescott to find a rav4, met with Dewayne in the used car department early in the morning. Decided to look at a few more rav4s and spent the whole day looking at lower quality vehicles. Ended up calling Dewayne back at 6:30 pm and he was still there and got us out the door in little time. Low pressure and very professional.

I was referred to this dealership by a friend. I was looking for a certified bmw...found exactly what I wanted. The salesperson was great at listening to my needs and not pushing a car on me that wasnt what I wanted. I will definately do business with this dealership again.