Chapman BMW Chandler

Mr. [redacted],
As I said in the previous email a lemon law buy back is the [redacted]responsibility of the manufacturer not the dealer and BMW goes by the laws in the state of Arizona governing buy backs otherwise any customer that was unhappy with their car would deem it a lemon law buy back. BMW has declined your request due to the frequency and nature of the repairs. That being said Chapman BMW Chandler made you an offer at considerable expense to the dealership to try and make you happy. The amount of money down was actually less than you put down on the original car which only covered the 1st payment which you would be making a payment on the original  car as well and license which you would have had to pay on the original car also. The fact that the payment went up $139.68 a month or a total of $5,028.48 to get out of a $100,000.00 car 2 years early that was not deemed a buy back from the manufacturer we believe shows Chapman BMW's commitment to it's customers. I apologize you do not feel the same way.

Mr. [redacted],
     I sincerely apologize for our lack of follow up on your key issue. I know you have been in contact with my General Sales Manager Jim M[redacted] to get this issue resolved. Attached is your copy of the receipt for your key. Again my apologies if you...

should need anything further please contact myself or Jim directly. 
Sincerely;
Mathew [redacted]
General Manager
Chapman BMW Chandler

We do not see a connection between the repairs we made to this vehicle; Alternator replacement, and spark plug installation, and a cracked fuel level sender that occurred two months after our service that would necessitate our reimbursing for the cost of these repairs being done elsewhere. We have...

always extended an offer to re-inspect any work we completed at no charge and will continue to do so. We also stand behind any additional recommendations that were made during our inspection of this vehicle and would be glad to point these specific items to the customer should they have a desire to do so. Should the customer wish to follow up with any of these actions they can contact our service department directly to make the arrangements.

Chapman BMW has offered to pay half of the cost of the replacement of the instrument cluster. This repair and any others that arrise were not part of the initial purchase agreement however we will extend this offer to appease the vehicles owner. the cost to replace the instrument cluster is...

approx $1150.00. The customer would be responsible for half of this amount.

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?

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?

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,
 

Once contacted we offered to reinspect the vehicle and realign if necessary. That offer is still open. Our measurements show the alignment was accurate and centered. If adjustments need to be made we are certainly open to doing that.

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

There is nothing stated in the repair order from the second facility, nor in the nature of the repair itself that leads us to believe we should bear any financial responsibility in repairing this customers vehicle for this, or any other complaint. We were not extended the opportunity to inspect the vehicle, nor was the issue brought to our attention in a timely manner. The work we did complete on the car was done professionally and promptly and exchanged at a fair, and agreed upon price. We would like to extend an offer to help this customer with any of the outstanding recommendations for repairs on the vehicle going forward but decline to pay to have someone else make any other needed repairs.

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

Chapman BMW Chandler

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

Chapman BMW has made every attempt to resolve the issue at

hand, however the vehicle is nearly a year beyond the applicable warranty

period. We have offered to discount the repair needed, as well as pay a portion

of the invoice to lessen the financial burden. As of today these...

offers have

not been accepted by the vehicles owner. We have also discussed the possibility

of assisting in trading the vehicle in its current state as well. We remain

open to assisting financially as described.

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

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

Mr. [redacted] has been in contact with Chapman BMW Chandler as well as BMW of North America in regards to his automobile. It is up to BMW of North America to assist Mr. [redacted] in regards to the lemon law if they feel it is warranted. They have concluded that Mr. [redacted] car does not warrant a...

lemon law buy back due to the nature of some of his complaints. Chapman BMW Chandler back in September offered to take Mr. [redacted] out of his car with 15,000 miles on it and put him in a brand new 2015 that was the same dollar amount as his car for $139.68 more per month at a considerable loss to the dealership. Mr. [redacted] refused and said he wanted a 2016 which was a new body style car that was coming out in the next few months that was considerably more expensive. I apologize but Chapman BMW Chandler was unable to accommodate Mr. [redacted] request. 
Sincerely;
Mathew W. D[redacted]
General Manager
Chapman BMW Chandler

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.

Just to make sure everything is clear, there has been no concrete offers. Once I talked to the Dealer and Service manager they made it clear there was nothing that could be done. Now they say they are offering to discount the services but there has been no formal offer. I would need to see the exact amount it would cost to get the valve seals replaced. I basically need to see the offer in writing. I would also like an explanation as to why valve seals would fail before 66K miles and how this isn't a manufacturing defect. I still don't understand this aspect of the valve seal problem. 

Regards,

We have forwarded a discounted repair estimate to the vehicles owner via email and allowed a reasonable amount of time for him to decide to authorize the repairs.

[redacted]  [redacted]

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,

Review: CHAPMAN BMW SOLD ME A LEMON.......I purchased a 2003 [redacted] from Chapman BMW on 3/29/2014 - My sales person was [redacted]. During the test drive of the vehicle I noticed that the several pixels on the odometer display were distorted or missing. I asked [redacted] would they repair that item before the closing sale. He stated that the dealership would not replace the entire instrument but the pixelation distortion had no effect on the car driving..He said it was a "cosmetic issue". He also stated anything that went wrong with the vehicle would be covered by the 2 year warranty that I had purchased.

9 days after purchasing the vehicle the car over heated and I returned the car to Chapman. They refused to fix the issue saying it was not their fault. I authorized my father [redacted], who is a BMW salesperson in [redacted] to speak with the service manager at Chapman. After hours of negotiation; Chapman BMW agreed that they sold me a car with a pre-existing issue and they fixed it at no charge to me.

Well here we are 89 days later and another major issue has arrised. The insutrument cluster (which controls the odometer pixels, the odometer, gas & other electrical items in the car) WENT OUT. As did the air conditioning in the car.

I again authorized my father to speak with Chapman as my work hours do not permit me to do so. Chapman has refused to fix the car and stated my warranty doesnt cover an electrical item only engine issues.

My complaint is that Chapman BMW and their sales person [redacted]; sold me a car that had several pre-existing issues that is preventing me from getting to and fro to work. The salesperson was so ready to "make a sale" that he didnt have the car thoroughly checked before selling it. Now it seems that they want over $1000 to purchase an instrument cluster when the part was faulty at the time of purchase. Me being a naive consumer about instrument clusters had no idea that the pixelation of the odometer display was the instrument cluster being on the road to being non functional.

The A/C in the vehicle went out at the exact same time as the instrument cluster. I have tried, my father has tried to discuss this with Chapman & they refuse to either fix this issue or negotiate.Desired Settlement: I am ready to hire an attorney to force them to buy the car back but am starting with the Revdex.com for assistance in reaching a desired outcome as stated above.

Business

Response:

Chapman BMW has offered to pay half of the cost of the replacement of the instrument cluster. This repair and any others that arrise were not part of the initial purchase agreement however we will extend this offer to appease the vehicles owner. the cost to replace the instrument cluster is approx $1150.00. The customer would be responsible for half of this amount.