Sporthaus Northwest, Inc.

***Two questions:what kind of impact he was talking about? The car was driving normally and did not hit a curb or somethingis 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?

To Whom it May Concern: We feel awful about the mistake made to Mr***. Under the circumstances we understand and empathize with his feelings and situation. We are doing everything in our power to try and find a suitable alternative but acknowledge that it will be difficult. We are looking locally and I have expanded the search to a friend who runs multiple stores in Las Vegas. Mr*** has had 3-update calls by myself since this complaint was logged. The lapse happened when I unexpectedly had to leave out of town for a funeral.Chapman BMW DID NOT sell this vehicle out from underneath Mr*** for any reason except a mistake was made by a team member. There was no other reason or underlying thinking made to circumvent the sale to him. At this point we will continue to look for other options until directed otherwise. Sincerely, Shane O***General Manager

Mr*** has been in contact with Chapman BMW Chandler as well as BMW of North America in regards to his automobileIt is up to BMW of North America to assist Mr*** in regards to the lemon law if they feel it is warrantedThey have concluded that Mr*** car does not warrant a
lemon law buy back due to the nature of some of his complaintsChapman BMW Chandler back in September offered to take Mr*** out of his car with 15,miles on it and put him in a brand new that was the same dollar amount as his car for $more per month at a considerable loss to the dealershipMr*** refused and said he wanted a which was a new body style car that was coming out in the next few months that was considerably more expensiveI apologize but Chapman BMW Chandler was unable to accommodate Mr*** request. Sincerely;Mathew WD***General ManagerChapman BMW Chandler

Mr***,As I said in the previous email a lemon law buy back is the ***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 backBMW has declined your request due to the frequency and nature of the repairsThat being said Chapman BMW Chandler made you an offer at considerable expense to the dealership to try and make you happyThe 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 alsoThe fact that the payment went up $a month or a total of $5,to get out of a $100,car years early that was not deemed a buy back from the manufacturer we believe shows Chapman BMW's commitment to it's customersI apologize you do not feel the same way

Mr***, I sincerely apologize for our lack of follow up on your key issueI know you have been in contact with my General Sales Manager Jim M*** to get this issue resolvedAttached is your copy of the receipt for your keyAgain my apologies if you should need
anything further please contact myself or Jim directly. Sincerely;Mathew ** ***General ManagerChapman BMW Chandler

To Whom It May Concern: To Whom It May Concern: On or about Saturday, July 29, 2017, we negotiated and came to tentative agreement on a deal on a *** *** ***. Because MrB*** is out of state, Renate S*** (Sales Manager) sent a lot porter out
to secure the vehicle and park it upstairs in the "sold row". Our policy is to put a "Sold" tag in the vehicle and park it upstairs while we are finishing up paperwork and organizing shipping. Unfortunately, it was the last weekend of the month and things were very hectic as we were extremely busy. Somehow the porter MsS*** sent to secure the car put the wrong vehicle upstairs (we had Mustangs available for sale). Leaving the car MrB*** wanted still on the lot for sale. The car was unintentionally sold that weekendOnce this was discovered, we called MrB*** to apologize and inform him of our mistake. The manager (Steve F*) who sold the car reached out personally to apologize. MrB*** thought we did it intentionally and proceeded to make numerous allegations that were not true. We never received collateral for the vehicle (MsS*** did secure a cc for $deposit) but we never ran it. I personally called MrB*** to apologize and offered my services to help him in any way possible. We are currently searching for a similar a like priced, color, transmission, vehicle. We recognize and acknowledge the error we made and have put processes in place so this will not happen to another customer Shane MO*** General Manager Chapman BMW Chandler

[redacted]  [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]

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

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...

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. 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]

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