Chapman BMW Chandler

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowIt states in the response I recived that " I need to drive with one foot"That is offensiveI do only drive with one footIt's not my driving style...there is obviously an issue with the car they were not up front with me aboutIf this doesn't get resolved I will make it my mission to spread the word of the offensive things said and horrible customer service Regards, [redacted] ***

Ms*** was in on Saturday February 28thWe inspected the vehicle again and could not find anything wrong with the braking systemWe have reached out to our service representative with *** ** *** *** for him to inspect the car on the 12th of March and we will see if he comes up with anythingI will keep you in the loopIf you need anything further please let me know.Sincerely;*** ** *** General ManagerChapman BMW Chandler

[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I stop by last Monday to have the another key added to the truck and the service representative was also able to wipe off the previous key fob.  Thank-you for getting this fix !!!
Regards,
[redacted]

I apologize for Ms. [redacted] inconvenience therefore I will refund her the $250.00 she has requested. I do want her to know though that we would have replaced the tire not repaired it therefore she would have had the cost of a tire anyway. According to the manufacturer it is not recommended to...

repair a run flat tire. They recommend replacement due to safety concerns.Sincerely:[redacted]. [redacted]Chapman BMW Chandler?

Mr. [redacted] tire was damaged because of an impact as you can plainly see from the picture he sent. The tires he purchased do have a warranty from Goodyear against manufacturers defects but not because of an impact. If you should need anything further please let me know.
Thank You
Mathew...

* D
[redacted]
Chapman BMW Chandler

First of all, my last name is [redacted], not [redacted], but it is the little details that count in situations like these and clearly the little details are something that seems to be ignored at Chapman BMW. Shane offered to call me "every single day" until this situation has been rectified and to date I have not received a single call from him besides the one he made to apologize. Secondly, maybe they are putting changes in place to prevent this from happening to somebody else, but the point is that it happened to me. I have been shopping for this specific car for 3 months now and I even told that to Renate. I was willing to put money down on the car, I was willing to do whatever Chapman asked me to do to make sure they knew I was going to buy that car. Even my loan officer said that they probably sold the car to meet their end of the month "sales quota" and that she never has seen a dealership do something so rude. Apologies can be made left and right, but until this situation is made right, I will not be happy. I am owed a car and shipping for that car. I can upload or forward every single e-mail exchanged between Renate and I if it will help too. I have also uploaded the bill of sale Renate sent to me to show that I was indeed on track to buy this car. So what if they had 3 [redacted] for sale, they should have made sure to do their jobs the right way to ensure a mistake of this magnitude does not happen. Maybe Chapman just pushes sales so much that the little details or providing a quality buying experience does not matter. I have no idea, but this was a huge mistake! Maybe they realized they could sell the car for more money to somebody else... I am curious what the sale price was on MY car to the other party...

On February 14th 2015 Ms. [redacted] brought her vehicle to Chapman BMW to replace a tire. Inadvertently the cashier charged her credit card the full amount of $324.33. At the time the Service Advisor noticed this and had the cashier correct the charge to Ms. Small's $50.00 deductible. Attached is a copy...

of the receipt and a copy of the batch showing that only $50.00 was charged to her card. The Service Manager [redacted] called Ms. [redacted] this morning to make her aware of the situation. We apologize for the confusion and any inconvenience this may have caused. If you have any questions or should need anything further please don't hesitate to let me know.Sincerely;[redacted]General ManagerChapman BMW?

Mr. Gao,
There are no specific parameters that say when an impact break happens it depends on speed and the size of what was hit as well as amount of air in the tires ext. I have attached the warranty from Goodyear stating that an impact break is not covered as well as an article from Driving Tomorrow that shows an impact break and discusses it. You will notice that the bubble on the side of the tire in the article is also evident in the picture of your tire as well. You will also notice that your wheel is scraped and damaged at the same point of impact. All I can say is someone hit something with your car to cause that damage it is not a defect in the tire. I apologize that we were not able to warranty it for you as we would always rather collect the money from the manufacturer not the customer if at all possible. But in this case it was not possible.
Sincerely;
Mathew *. D[redacted]
Chapman BMW Chandler

We have been in contact with Mr. [redacted] and have mutually agreed to split the repair 50/50. If you should need anything further please let me know.
Sincerely;
Mathew W. D[redacted]
General Manager
Chapman BMW Chandler

Revdex.com, We have been complaining about this car since we purchased it dated back to 12/2014. (see attached service records)This not a $50,000, $75,000 or even a $100,000 car. The MSRP is $110,000. The car is a lemon. Period. Additionally we have purchased over 8 cars from Chapman BMW Chandler. Chapman BMW needs to work with the consumer to proceed with the lemon law return or be legit and get us out of this lemon car. The only reason we called BMW direct is because Chapman BMW would not help us initially and would not call us back. Based on the attached scathing service record for this lemon car it is warranted for Chapman BMW Chandler to take it back. Chapman BMW Chandler's remedy was for us to put a additional $3,000-$4,000 down and to switch to a 2015 dated inventory when the 2016 model year is out to liquidate their 2015 inventory. We over heard the sales people saying this and laughing about the matter. It would be a foolish move for a smart consumer, especially a BMW lease customer that has a automatic approval on any car at BMW. We are not going to pay a additional payment because Chapman BMW Chandler won't help their loyal customers. Due to the fact that Chapman BMW Chandler offered this foolish deal for a new 2015 that was the same dollar amount as the 2014 lemon car we would be a fool to take this offer at $139.68 more per month. They are also failing to mention the large amount of money they demanded with this foolish offer. The only remedy for this complaint is for Chapman BMW Chandler to take the LEMON 2014 back and put together a deal for a 2016 which we would understand a slightly higher payment based on the cost of the 2014 BMW 750 Li. Either way being that Chapman BMW Chandler has made a offer it more then admits to there is a problem. There's the burden of proof. Thank You, [redacted]

Thank you for bringing this to our attention.  Ms. [redacted] came into the store on 04/01/17 with a complaint of "Engine Cranks but wont Start."  Upon inspection it was documented that Ms. [redacted] had an aftermarket non BMW battery installed.  We scanned the vehicle for codes and it came...

up- Low Voltage/Low Voltage System Faults.  Energy Diagnosis/Battery Replacement Recommended.  Upon replacement we cleared the faults and road tested the vehicle.  With no faults we cleared the car for pick up. Unfortunately, the next day Ms. [redacted] was driving and her fuel pump failed.  She took it to an aftermarket BMW repair facility and they replaced the fuel pump.  As unfortunate as the circumstances are it is our belief that these issues are not related and more a matter of bad timing.   A couple days after the repair Ms. [redacted]'s father (**) called and we discussed in detail.  In speaking with him we were able to determine the faulty fuel pump was covered by a national campaign.  Because he did it at a non BMW center we gave him the information to submit for a refund on the repair.  I just spoke with Mr. [redacted] yesterday (5/08/17) and he said the refund has been submitted and he is awaiting payment.  In addition, he informed me in the future there will be an updated fuel pump which he will be eligible to receive for free as well.  At this time we feel the concern is resolved and this complaint should be closed to Ms. [redacted]'s satisfaction.  If any further detail is needed I will be happy to provide. Sincerely, Shane O[redacted]General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. It states in the response I recived that " I need to drive with one foot". That is offensive. I do only drive with one foot. It's not my driving style...there is obviously an issue with the car they were not up front with me about. If this doesn't get resolved I will make it my mission to spread the word of the offensive things said and horrible customer service. 
Regards,
[redacted]

On April 10, 2014 Ms. [redacted] came into Chapman BMW I10 and purchased a 2007 328I. Prior to her purchasing the car the vehicle went thru our pre-owned inspection process. At that time we replaced the brake pads and rotors as well as some other issues that the vehicle needed totaling $2,553.00....

Approximately 2 months and 3500 miles later Ms. [redacted] came in complaining of a vibration when braking. We once again replaced the brake pads and rotors. Again 2 months and 3400 miles later Ms. [redacted] was in again complaining of a vibration upon braking. At that time we explained to Ms. [redacted] that it was her driving style that was causing the rotors to warp therefore we would not replace them again free of charge. Ms. [redacted] then called the used car manager [redacted] and complained of the vibration to him. He had her bring the car in and as a gesture of goodwill BMW replaced the pads and the rotors once again. In November 2 1/2 months and 2800 miles later once again Ms. [redacted] came in complaining of a vibration upon braking. At that time she drove with our service manager [redacted]. Mr. [redacted] observed that Ms. [redacted] is driving with both feet. At that point he explained to Ms. [redacted] that if you have your foot placed slightly on the brake pedal that it will activate the pads to close slightly which can cause the rotors to warp. Once again we declined to replace the pads and rotors due to the fact that there is nothing wrong with the car she needs to drive with one foot. I have attached all of the repair orders for your review. If you should need anything further please do not hesitate to call.Sincerely;[redacted]General Manager

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I apologize I must have overlooked section to include details. However, the response was not acceptable for me as I had reached out at least three times prior to contacting the Revdex.com. On their response, they stated I contacted them 3 months later however, I contacted [redacted] (Service Advisor) within a few days of me driving my vehicle. On my final call to [redacted] (the day prior to filing Revdex.com complaint) I was forwarded to his voice mail although I advised the reason for my call. I left a message to advise I was going to reach out to Revdex.com since they were not offering any resolution. I also left my contact number once again just in case he wanted to resolve at their level to alleviate a complaint filing. I did not receive a call back [redacted] (Service Manager) or anyone else. Therefore, the repairs have already been made elsewhere.

As stated on my initial request, there was never an offer to take my vehicle back in due to the strong gas odor from the Service Advisor or Service Manager. I don't believe either were ever concerned about resolution. I would not trust Chapman BMW to perform work on my vehicle ever again. I am convinced the issue occurred there since it was after I picked up my vehicle from having the Alternator and Battery replaced for approx. $1600 dollars. I have since read a recent similar complaint regarding Service work there as well. Obviously, changes need to take place from a management, employee and/or Policy perspective to improve their service. I've also learned since by word of mouth from other BMW owners the feeling is pretty mutual about Chapman BMW and I should have never taken my vehicle there for anything including an oil change.

Again, I am requesting a Cash Refund Settlement of $655.31 for additional repairs due to issue caused by Chapman BMW. This amount only reflects the subtotal of $710.34 which I indicated in error on my initial complaint. However, I will leave as is...$655.31 for repairs made which I have receipt. I would also like the Revdex.com Complaint information provided to Chapman BMW General Manager for review.

Thank You for all of your time and assistance!

Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.No, I did not accept the offer. I talked to someone else at BMW and apparently for my performance engine and those with more performance, it is normal to use a certain amount of oil. The engine is engineered this way. A looser engine, so to speak, can perform better. So, it seems that this is really not a problem. From a complaint stand point, this makes my complaint even more valid. Meaning, they tried to charge me $8100 for something that is really not a problem. It is simply because I asked them to find a problem that they found a problem. But, this problem is a design feature so to speak. So, they basically tried to charge me $8100 for something that is not a problem but a design feature of the engine. Like I said, this makes me even more upset with the Chapman BWM dealer.So, in summary, I did not accept their offer and they tried to extort $8100 from me for something that is not a problem. This is something that other customers of BMW need to know. I don't know if any of this will be posted for others to read but it should be.If you have any additional questions, please don't hesitate to call or email meback.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I apologize I must have overlooked section to include details. However, the response was not acceptable for me as I had reached out at least three times prior to contacting the Revdex.com. On their response, they stated I contacted them 3 months later however, I contacted [redacted] (Service Advisor) within a few days of me driving my vehicle. On my final call to [redacted] (the day prior to filing Revdex.com complaint) I was forwarded to his voice mail although I advised the reason for my call. I left a message to advise I was going to reach out to Revdex.com since they were not offering any resolution. I also left my contact number once again just in case he wanted to resolve at their level to alleviate a complaint filing. I did not receive a call back [redacted] (Service Manager) or anyone else. Therefore, the repairs have already been made elsewhere.

As stated on my initial request, there was never an offer to take my vehicle back in due to the strong gas odor from the Service Advisor or Service Manager. I don't believe either were ever concerned about resolution. I would not trust Chapman BMW to perform work on my vehicle ever again. I am convinced the issue occurred there since it was after I picked up my vehicle from having the Alternator and Battery replaced for approx. $1600 dollars. I have since read a recent similar complaint regarding Service work there as well. Obviously, changes need to take place from a management, employee and/or Policy perspective to improve their service. I've also learned since by word of mouth from other BMW owners the feeling is pretty mutual about Chapman BMW and I should have never taken my vehicle there for anything including an oil change.

Again, I am requesting a Cash Refund Settlement of $655.31 for additional repairs due to issue caused by Chapman BMW. This amount only reflects the subtotal of $710.34 which I indicated in error on my initial complaint. However, I will leave as is...$655.31 for repairs made which I have receipt. I would also like the Revdex.com Complaint information provided to Chapman BMW General Manager for review.

Thank You for all of your time and assistance!

Regards,[redacted]

Revdex.com, 
We have been complaining about this car since we purchased it dated back to 12/2014. (see attached service records)
This not a $50,000, $75,000 or even a $100,000 car. The MSRP is $110,000.
The car is a lemon. Period. Additionally we have purchased over 8 cars from Chapman BMW Chandler. Chapman BMW needs to work with the consumer to proceed with the lemon law return or be legit and get us out of this lemon car. The only reason we called BMW direct is because Chapman BMW would not help us initially and would not call us back. Based on the attached scathing service record for this lemon car it is warranted for Chapman BMW Chandler to take it back. Chapman BMW Chandler's remedy was for us to put a additional $3,000-$4,000 down and to switch to a 2015 dated inventory when the 2016 model year is out to liquidate their 2015 inventory. We over heard the sales people saying this and laughing about the matter. It would be a foolish move for a smart consumer, especially a BMW lease customer that has a automatic approval on any car at BMW. We are not going to pay a additional payment because Chapman BMW Chandler won't help their loyal customers. Due to the fact that Chapman BMW Chandler offered this foolish deal for a new 2015 that was the same dollar amount as the 2014 lemon car we would be a fool to take this offer at $139.68 more per month. They are also failing to mention the large amount of money they demanded with this foolish offer. The only remedy for this complaint is for Chapman BMW Chandler to take the LEMON 2014 back and put together a deal for a 2016 which we would understand a slightly higher payment based on the cost of the 2014 BMW 750 Li. Either way being that Chapman BMW Chandler has made a offer it more then admits to there is a problem. There's the burden of proof.
 
Thank You,
 

We were able to reinspect this vehicle and the repairs in question with the customer present and agree upon a repair diagnoses and plan. We look forward to seeing Mr [redacted] in the future.

[redacted]Two questions:
1. what kind of impact he was talking about?  The car was driving normally and did not hit a curb or something.
2. is a tire designed such that it is supposed to absorb impacts even if it had an impact?  It is not made of glass to take impact!!!  With the crack, I want to understand how much impact it needs to have this kind of crack.  Any data to show how much impact needed to create such a crack?

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
It states in the response I recived that " I need to drive with one foot". That is offensive. I do only drive with one foot. It's not my driving style...there is obviously an issue with the car they were not up front with me about. If this doesn't get resolved I will make it my mission to spread the word of the offensive things said and horrible customer service. 

Regards,