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Chapman BMW On Camelback

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Chapman BMW On Camelback Reviews (21)

this issue has been resolved with the customer

I thought we did provide a response. I apologize, the customer purchased a BMW pre-paid maintenance program that is not cancelable per BMW. I asked BMW for an exception but they declined

Mr. [redacted],

It was not necessary for you to return 5 times [redacted] told you that the check would be available for you on the 26th which it was. You continued to come into the store and raise your voice to most everyone in the dealership that you came in contact with even telling a customer in our showroom not to buy a car here. Again I apologize for any misunderstanding but I will not be doing anything further.

Sincerely,

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.

As the date of the check indicates, it was not available to me on August 21, 2014. In fact, on August 22, 2014, I spoke to [redacted] "[redacted]" used car manager and he told me I could not pick up the check until August 26, 2014. He lied to me on the phone. In addition, when Chapman finally authorized me to get my money, their new car manager ([redacted] is the last name) was far from professional when presenting the check to me. He greeted me with contempt, hostility, and threatening facial expression. Never once apologized, the situation was so award and uncomfortable because of his deliberate threatening manner I contemplated what my self defense options were if the situation escalated. At this point, after having to visit the dealership 5X post sale on my own time and money. The only equitable compensation would be several hundred dollars in gas money and additional courtesy service to prevent me from my ** complaint and apologize for their finance agent from calling my job repeatedly, AFTER I SPECIFICALLY TOLD HIM NOT TO.

Regards,

We agrred to cover the customers expense and resolve the issue

I have personally had nemours conversations with Jeffrey regarding his i3. During a previous service visit customer had a concern with his collision avoidance system. At that time the customers concern was due to overheat...

of the camera. The driver was notified by a control message and functionality is automatically restored after system cool down. If the current concern is the same as the previous concern at the guidance of the manufacture no corrective action is currently available during extreme heat. Jeffery requested to trade in his vehicle for a new vehicle, the dealer agreed to his terms however the lender failed to approve the new terms. The last conversation I had with Jeffrey was to continue to work with BMW for additional customer goodwill. Replacement of the vehicle due to product concerns is determined by manufacturer and local laws. The dealer does not have the ability to exchange a vehicle. The offer to trade that satisfied Jeffrey’s request but not approved by lender included $5,000 in dealer concessions. Due to customers current request to exchange vehicle outside of dealer’s ability dealer will hold off from pursuing additional goodwill. If the manufacturer agrees to a replacement we are happy to facilitate

Contacted the customer, vehicle has been backed out

Dealership did not provide any literature, nor did I sign anything stating the terms and conditions of the warranty.  The finance manger who handled my deal verbally stated everything, one of those assertions being refunds were allowed...
 

I am awaiting a response from either the manufacturer or the dealer.  I am willing to trade the car through the dealer or have manufacturer buy the car back as per Arizona Lemon Law. I am awaiting a response from Chapman BMW or BMW America.

Customer is requesting a refund for BMW prepaid Maintenance which is not a warranty or insurance product. The maintenance upgrade cannot be canceled outside of the manufacture coverage...

per BMW. This upgrade is vin specific extending coverage to the vehicle not the customer enhancing vehicle value. With any vehicle upgrade in the event of a total loss insurance companies should take upgrades into consideration during settlement. As a dealer we cannot authorize a deviation from terms and conditions between a customer and the manufacture however I have contacted BMW to assist in this matter.

My name is Bob C[redacted] the General Manager at Chapman BMW on Camelback. I apologize you have had this issue and didn't get the assistance from the center to resolve the matter. I will get this issue resolved ASAP, can you please provide the quote you received?

I apologize for the misunderstanding. We will not cut a check back to a customer for overpayment until the draft or check clears which takes approximately 10 business days. Mr. [redacted] check was cut on the 21st and available for pickup on the 26th. He picked it up on Thursday the 28th....

If you need anything further please let me know. A copy of the check is attached.

Sincerely;

General Manager

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 will wait until 9/18/2015  for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Robert M[redacted] sold me a certified 2012 X5. I specifically asked about the car fax, which was clean. However I also inquired about whether any bodywork had been done. I was told that they would not certify a car if there was any evidence of extensive bodywork. I purchased a black car at night, upon taking it to be waxed I was shown that the entire back half had bad runs in the paint, illustrating that it had gone through major bodywork. I never once received any follow up from the dealership on how I was liking the car, which I believe is standard customer service protocol. Then when I emailed asking if they might be able to look at the vehicle to check into the paint, and if there may have been evidence of body damage that they missed, Robert M[redacted] called me and told me that he had in fact made me aware of "inconsistencies in the paint." Which the only thing we discussed was a scratch on the hood, not the entire back half being repainted. He yelled at me, refused to listen when I tried to speak, and handled a simple question and request with pure anger, defensiveness, and angst. I asked if he thought a better way to handle it would be to ask me to bring it in so he could have someone take another look (which would have appeased me just fine) and he said a manager would call me and hung up on me. This is the worst customer service I have ever received. I would never recommend this dealership, and if they are a last resort to get the car you are looking for I WOULD CERTAINLY DISADVISE SPEAKING WITH ROBERT MILLS.

Review: I purchased a 2011 BMW from Chapman BMW on Camelback. The car had the front and rear bumpers repainted by the dealer in the middle of the purchase process. This paint work was not asked for, nor was I told that the work was being done beforehand. Though high resolution photos of the car were asked for on several occasions, only low quality photos were received. Needless to say, the quality of the paint work was not able to be seen via the photos provided; I had to take Nick Buzzetta's word for it that it was good quality work. When the car arrived to me in Florida, I instantly noticed several major flaws in paint work on the rear bumper. There is bubbling, several dimples, paint buildup from over applying, and a severe orange-peel finish. There are also dimples and a medium orange peel finish on the front bumper. I called the dealership the same day and notified them of the major issues with the rear bumper paint. I was told that they would pay for the bumper to be repainted by a local body shop and to get a quote for the work. I got a quote for the work, which was told to be too expensive and that they would not be paying for it. After stating I would be contact the Revdex.com, they told me they would contact a body shop in my area for me and setup a re-spray for me. I have since contacted the manager, Mr. Buzzetta, several times via email and phone over the past week with no returned messages. This is not the quality of work/product I expected from a new-car dealer.Desired Settlement: The dealership needs to contact a body shop in my area and pay for the rear bumper to be repainted correctly, as they said they would do.

Business

Response:

My name is Bob C[redacted] the General Manager at Chapman BMW on Camelback. I apologize you have had this issue and didn't get the assistance from the center to resolve the matter. I will get this issue resolved ASAP, can you please provide the quote you received?

Consumer

Response:

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 will wait until 9/18/2015 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: This is simple. The total due 8/5/14 $26,568.37 and the cash delivered was $27,739, effecting a balance due of $1,170.63 from Chapman BMW on Camelback to me [redacted] At the time the deal was closed on Tuesday night 8/5/14 the finance [redacted] said they mail me the refund check the next business day. Not only has this man been in derelict of his duties, he apparently neglected to tell me to sign all of the necessary areas of the check I presented and called my work on TWO SEPERATE occasions requesting I stop what I'm doing, even after the first time he called my work I told him not to continue calling my work number, he did the next day anyway; As I said he is derelict of duties and missed another portion of the check he was supposed to tell me to sign. Today is August 20, 2014 AND I STILL DONT HAVE MY $$$$$$....11 BUSINESS DAYS AND I STILL DON'T HAVE MY $$$$$$Desired Settlement: I want my $$$$$

Business

Response:

I apologize for the misunderstanding. We will not cut a check back to a customer for overpayment until the draft or check clears which takes approximately 10 business days. Mr. [redacted] check was cut on the 21st and available for pickup on the 26th. He picked it up on Thursday the 28th.

If you need anything further please let me know. A copy of the check is attached.

Sincerely;

General Manager

Consumer

Response:

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.

As the date of the check indicates, it was not available to me on August 21, 2014. In fact, on August 22, 2014, I spoke to [redacted]" used car manager and he told me I could not pick up the check until August 26, 2014. He lied to me on the phone. In addition, when Chapman finally authorized me to get my money, their new car manager ([redacted] is the last name) was far from professional when presenting the check to me. He greeted me with contempt, hostility, and threatening facial expression. Never once apologized, the situation was so award and uncomfortable because of his deliberate threatening manner I contemplated what my self defense options were if the situation escalated. At this point, after having to visit the dealership 5X post sale on my own time and money. The only equitable compensation would be several hundred dollars in gas money and additional courtesy service to prevent me from my ** complaint and apologize for their finance agent from calling my job repeatedly, AFTER I SPECIFICALLY TOLD HIM NOT TO.

Regards,

Business

Response:

Mr. [redacted],

It was not necessary for you to return 5 times [redacted] told you that the check would be available for you on the 26th which it was. You continued to come into the store and raise your voice to most everyone in the dealership that you came in contact with even telling a customer in our showroom not to buy a car here. Again I apologize for any misunderstanding but I will not be doing anything further.

Sincerely,

General Manager

Review: I purchased a 2014 BMWX6 from Chapman on Camelback on June 19 2013. I had special ordered the vehicle and worked with [redacted] on the deal. Per his e-mail and verbal correspondence with me since May 2013, I was told that he could get me a 1.9% interest rate that was being offered in Texas at that time, since I was an out of state buyer. I quote, "I can match the rate at 1.9 for 72 if that is the rate you are looking for?" He proceeded to give me a breakdown of the monthly payment in the next e-mail I received. A few weeks later, unfortunately Mr. [redacted] was absent due to health reasons, and I worked with another sales advisor, Artin. When I was sent the final financial information, I was shown that the interest rate was now 3.05%. (This increase was not based on worse credit, through BMW financial, I qualified for the best/promotional interest rate that was being offered) I was told that due to regional variance, I was not able to receive the promotional rate in my region. I spoke to BMW financial, and they notified me that this was not the case, and that the dealerships chose to participate and offer certain promotions, it was not BMW financial's decision to accept or reject a rate. One of the finance managers I spoke to again stated it could not be changed. [redacted] offered to give me back my security deposit and close the deal. I rejected the offer, because this was a custom vehicle I had waited for almost 6 weeks to be built, and I would have to start over, possibly wait longer than 6 weeks since some of the allocations were probably taken for 2014 models at this time of the month and start the negotiation process over. I believe Mr. [redacted] was counting on this, and why there was this, "bait and switch," scenario. Finally, when speaking with the finance manager, I believe his name was Tony, when I offered to get a better rate on vehicle transport said, "Good luck, you're already nickel and diming this deal to death." I believe his comments were unprofessional, and if this had been his money (several thousand over the life of the loan in which he was referring coupled with my transport deal) it would have been a different sentiment.

Finally, after picking up the vehicle with no problems ([redacted] was a pleasure to work with during the actual transaction), I was sent a piece of paper from the [redacted] with a title number. I was told I would be receiving a packet from BMW with instructions for registration. I was also told that I could personally title the vehicle in Texas, which would save me from having to get a state inspection, but since it was titled in AZ by Chapman, it is considered an out of state vehicle and now needs to be inspected.

I was misled from the beginning by [redacted] regarding interest rates, as well as taxes that would be collected if I picked the vehicle up personally and took delivery in AZ, and in the end was insulted by one of the finance managers. I understand when a colleague makes a mistake in a business, and the professional thing would have been to apologize, and try to make sure it doesn't happen in the future. Chapman BMW scored one sale from me, and obviously I was willing to travel and commute to do business with them, but how many sales have they lost? I work in a level 1 trauma center with hundreds of physicians and other practitioners with very high purchasing power. Locally in Phoenix, I am good friends with the trauma surgeons at [redacted] medical center and many physicians who commute to Texas to work, who would be interested to hear how I was taken advantage of. I am at a loss as to how a dealership that sells high end luxury vehicles would let this happen, without so much as a apology for their salesman's practices, even after I forwarded e-mails to his sales manager [redacted], proving what was said.Desired Settlement: I am seeking partial reimbursement ($1000) for the interest I'm paying on the loan from 3.05% to 1.9% that was originally promised, as well as the lying, rude behavior and inconvieniece the dealer has caused.. The interest difference on a 72 month loan for $70,000 is approx $2500 with those percentages.

Business

Response:

I apologize that we were unable to get Mr, [redacted] the interest rate he desired but we do not control what the rates are that is dictated by the lender. Mr [redacted] was well aware of the rate that was offered to him before he placed a deposit and ordered the car. Attached is an email from Mr. [redacted] dated May 2nd to [redacted] his client advisor stating that he has filled out the BMW application on line and wanted to know if he would qualify for the 3.05% promotional rate we were offering. The next attachment is a copy of the deposit that Mr. [redacted] put down to order the vehicle on May 12th 10 days after his acknowledgement of the rate. If Mr. [redacted] was unhappy with that rate that was offered he should not have ordered the vehicle.If you should need anything further please let me know.Sincerely;[redacted]General ManagerChapman BMW on Camelback

Consumer

Response:

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.

The e-mail is reference was before the rates changed in my region, Texas. I have attached images of two separate e-mails that show [redacted] promised a 1.9% interest rate, BEFORE the deposit was placed. Please note the time and date of the e-mails attached, and that the deposit (not the credit check) was completed on May 7th, after the e-mails detailing the 1.9% were discussed. I would have not put a deposit on the vehicle, nor purchased it from Chapman had I known that I would not be given the 1.9% interest rate, or that the vehicle would be titled in AZ.

Regards,

Business

Response:

I apologize but Mr. [redacted] is 100% correct. After reviewing his emails we should have never offered the 1.9% rate that was offered in Texas as it was not available in Arizona. I will refund Mr. [redacted] his requested $1,000.00 reimbursment to resolve this matter and I sincerely apologize for the inconvenience this has caused.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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 will wait until for the business to perform this action and, if it does, will consider this complaint resolved.I am temporarily in Kansas. If Chapman could please mail the check to[redacted]Wichita, Kansas67206.

Regards,

Review: on 09/11/2015 I bought a car from BMW Chapman, making a trade with my Toyota Tundra 2013, they had to give me $2,500 cash back as part of the deal. As soon as I get their car Nock (sales person) told me I have to wait 5 days to receive my check for 2,500. After 5 days I call Nick to asking for my money, he said that will take 5 to 10 days to get it. And he gave me he finance number to ask him about it. I was in the dealer to asking for my check, the finance guy told me they sent the pay off of my truck days before, so... will taje a couple days to get my check. after the 10th days like Nick (sales person) told me to get my check, I texted him, he texted me back with the number of Tom (Manager), I called Tom and I leave a message in his voice mail. I did not receive a call back. I call to BMW National to explain what was happens with Champan BMW. National BMW call the champan dealer to asking for about it. Tom (manager) from Champan called pretty soon and told me that will be take another 5 to 10 days to get my check. Well, now is the 11 more day (total of 24 days) since we made the deal, and still wait for my check. Yesterday 10/05/2015 I was in Chapman dealer, talking with Steven Z[redacted] about my check, he told they are waiting for the title of the trade truck, I was explaing him, that Toyota (my trade truck finance company) already put the name and address like they said (under BMW name). Seven Z[redacted] (finance manager) told he going to call me to tell me about my check, that was yesterday, he did not call me.Desired Settlement: They have to get professional ethic, and comply with their offers, on time.

Business

Response:

this issue has been resolved with the customer

Review: I am writing to file a formal complaint regarding a recent vehicle purchase that I made at this dealership. I first contacted salesman JC on 2/15/16 to inquire about a certified pre-owned 2013 6 series convertible. JC stated that the car was in PERFECT condition and was like a "brand new car." I submitted my credit application that day and was approved. After 2 weeks of both myself and my boyfriend negotiating the price of the vehicle, I agreed to purchase it. Again, throughout the negotiation, both JC and the used car manager, BJ, assured that the car was in perfect condition and had no scratches, dings, flaws, etc. I was advised that the paperwork was going to be overnighted to me and should arrive to me on 2/27/16 and was instructed by JC to complete it and mail it back the same day (a pre-paid envelope was included) to ensure that the deal was secured before the end of the month. I did not receive the paperwork on the promised date and JC acknowledged that the dealership made a mistake and that I would receive the paperwork on Monday 2/29 and to make sure I mailed it back the same day and that I would be reimbursed for any additional cost. I did this and indeed incurred a cost of $79. To date, I have yet to receive reimbursement for this. The car finally arrived to my residence on Friday 3/11/16 at approximately 7:30pm. To my dismay, the car was not in perfect condition as promised. Three of the rims were scratched and there were other places on the exterior of the car that had scratches as well as paint chips. The delivery driver stated that the imperfections were on the vehicle at the time of pick up and that the dealership signed off on the form that indicated the flaws. At no point was I made aware of these imperfections. I sent pictures to JC and he stated that he did not sign off on the vehicle before it was shipped. BJ denied stating the vehicle was perfect. The manager, Tom I[redacted], only offered to fix the rims. I did not accept the vehicle.Desired Settlement: The manager agreed to void the contract but has yet to do so. I phoned BJ today and left him a message but no one returned my call. I want SOLID proof that the contract has been voided. I want to make sure that the owner of this dealership, Baxter C[redacted], is made aware of the horrible customer service I received. I would have been willing to still purchase the vehicle had the manager been willing to take an additional $3k off of the vehicle but again all he stated that the best he could do was have the scratches on the rims repaired. I also feel as though the dealership could have extended the offer to find another vehicle for me! I am now without a vehicle and am having to rent a car. The manager stated that I should not have been told that the car was in perfect condition and that he doesn't know of any vehicle that is 3 years old and does not have flaws. This dealership is a degrace to the BMW brand and needs to put forth every effort to right their wrong doing.

Business

Response:

Contacted the customer, vehicle has been backed out

Paid for Oil change. After receiving vehicle back, oil light had not been reset. When I questioned about the light, I was informed that the tech forgot to reset it. My oil was still black/unchanged. I also asked about the dramatic change in brake pad thickness, which had remained at 10mm for 2.5 after purchasing the vehicle and now was reading 5mm. Previously was told that the front brakes do not wear as quickly as the rear due to uneven breaking in X5. After the pad measurement was confirmed, they said the previous tech must have 'eye balled' the pad to give the estimate. Considering it goes thru a 31 point inspection during each visit, this is just plain Lazy!

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Description: Auto Dealers - New Cars

Address: 830 E Camelback Rd, Phoenix, Arizona, United States, 85014-3620

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