map-marker Phoenix, Arizona

Worst Service Department Ever

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I would give zero starts if possible. I took my 2011 Activehybrid 7 into service to diagnose. Preliminary diagnose was that my E Drive Motor or the EME was bad. Both parts are between $7k-$12k to replace. However, the car was driving fine at the time. The technician stated that the part would need to be replaced sooner or later because it was just starting to produce error codes (3 times in last 4 months), and that I "might" be able to drive another 3mo-12mo before it completely dies. I wanted them to diagnose exactly which part was going bad, but this would entail them removing the parts to test individually. It would run me $575.00, I agreed since I might be willing to replace the cheaper part (if that was the cause of the problem). I brought my vehicle in again for them to diagnose (still driving and starting up perfectly). After their diagnose, they were able to confirm that it was the EME that was at faulty and would be costly ($19k parts and labor) to replace. However, they are now not able to restart the car. I felt that the service department at the least should have informed me (the customer) that since my car was already experiencing intermittent faults related to these two parts - that any diagnose requiring them to remove and test the parts individually might cause the car to not be able to start again. If they had informed me of this, I (as the customer) might have decided to not go through with the diagnose. At the very least, I might have decided to just drive the vehicle until it dies or to trade the vehicle in since it was still drivable. Obviously upset, I spoke with Doug (the service dept manager), about this. He admitted that maybe it was something they should have informed me before the service, but at the point there's nothing he can do. Good luck. I requested that he (at the very least) not charge me the $575 for the service. He declined and stated he would give me a 50% discount and charge me $287. Can you believe it - they still charged me $287 for a service that literally disabled my vehicle. I actually contacted Arrowhead BMW and North Scottsdale BMW regarding their "stature of care" policy. Both the other 2 dealerships agreed that they would have advised me in advance that the diagnose might prevent my car from being able to start again. If I would have know this in advance, I would have decided otherwise. I felt that Chapman BMW service really did their customer a disservice. I felt I was put into a position that I had no choice but to buy a new vehicle. I am not blaming the lose of my vehicle on Chapman, obviously the vehicle had intermittent issues already and with very high miles (164,000). However, I wish I have been given the "choice" to decide vs them telling me that we diagnose the problem but now we can't start it again. And to charge me the service on top of that. Worse still, now I'm not even able to trade in the vehicle for any value what so ever. Worst BMW service department I have ever experienced, and we have owned 6 BMWs in the last 15 years. Never experienced anything like this from a BMW dealership. Think twice before taking your vehicles there for service.
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  • Worst service dept

Preferred solution: Let the company propose a solution

User's recommendation: Stay away….

map-marker Chandler, Arizona

"Certified" Pre-Owned vehicle scam

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On November 27, 2015, one of the author’s friends went down to the Chapman BMW dealership to buy a used BMW 328 listed on the site. Kenneth Smith, a sales rep for Chapman, said that the car was no longer available, but that he had another one that was very similar. It hadn’t yet been listed for sale and was “currently in the shop” getting prepped to sell. Mr. Smith took him back to the service shop, showing him the car (2013 BMW 328i). He kept touting all the benefits of buying a “Certified Pre-Owned” vehicle from BMW due to the “thorough and rigorous inspection” each vehicle goes through before going on the lot. Smith provided multiple assurances that any repair needed outside of regular maintenance would be covered under the CPO 100k mile warranty and that there was nothing to worry about, given the car had only 38k miles. The “CPO extended warranty” sounded too good to be true. Mr. Smith said it wouldn’t be ready for a few days because the dealership had to replace the tires and wanted to ensure there was nothing else that needed repair. The customer signed all the paperwork and was told to come back the following Monday to pick it up. Here’s the copy – purchased 11/27/15 with 38,732 miles. adot That Monday, he was told that it wouldn’t be ready and that they were still in the process of changing the tires and inspecting it to see if any additional work needed to be done, but that it should be ready the following day. On Tuesday – another call that the car still isn’t ready. A few days later, it was finally ready. It was missing the second key, but Kenneth Smith reassured him that the dealership would order one and send it to him. To this day, the key has never come, nor has the dealership even called with an update. Here’s a follow-up email to him (about 3 weeks after purchase) inquiring about the replacement key after attempting to call numerous times and not getting a call back . No response on this, either. keyemail Three weeks later, on December 19th, the car began showing “Drivetrain Malfunction – Reduced Engine Power”. You’d figure this would be under warranty, right? After the diagnosis and inspection, Mike Reeves (service writer) said that the customer had “damaged the clutch” and that it would not be covered under warranty due to “outside influence” and that to repair it, was going to cost over $3,100. Remember, he just purchased the car three weeks ago and drove it only 1,900 miles. Yet, somehow, he ruined the clutch and is liable for a three-thousand-dollar repair? He has plenty of experience with both manual and automatic. He drives it to and from work – it’s not as if he is drag racing it up and down the street. He then spoke to the Service Dept. manager, Garrett Odell, and told him how frustrating it was to buy a vehicle that supposedly had passed a rigorous inspection, only for it to break down with no warning. Garrett made no effort at all to be understanding of the customer’s position. He stuck to the corporate policy lines and continued to tell him there was nothing he could or would do. See his first email below: email2.png After a few other calls asking for Chapman BMW to stand by their warranty and product, and to treat their customer fairly, he was left with nothing. Same response and excuses. He then notified Garrett that he would be filing a complaint with the Better Business Bureau and would send him and Mat (General Manager) a copy of it. 1111 Here’s a copy of the complaint: 2222 After forwarding Garrett the complaint, he tried to tell the customer not to make any “online posts/threats”, or he wouldn’t get any assistance from the dealership (reminder — this was after numerous calls and consistently being told there was nothing they would do to help). It was pretty easy to read between the lines that “hush money” might be on the table if he agreed not to notify the BBB and make them aware of these unethical business dealings, but he felt strongly that consumers deserved to know the truth and that the business be held accountable for their actions. 333 Shortly after this, Jim (Sales Manager) called him and with heavy reluctance, offered to pay for half of the repair. The customer would still be liable for $1,600. At this point, after being tired of dealing with it and in need of his car back, he advised them to go ahead and make the necessary repairs. 444 Here’s a copy of the service record/bill he was forced to pay — 555 Credit card charge: 666 He’s still hoping to one day receive the 2nd key. Although he’s really enjoyed the BMW since then, this was by far the worst experience he’s ever had purchasing a car. They had had numerous chances to be fair and make the situation right. Yet they insisted on doing absolutely nothing at all and hid behind “corporate policy” until he filed a complaint with the BBB. It’s unfortunate – he had high hopes for Chapman BMW Chandler, and they failed every step of the way. Does BMW (Harald Krüger) stand behind the service of their dealerships? Is “certified pre-owned” just a dealer gimmick to charge more, and not actually service vehicles when you have a problem? Will Chapman BWM in Chandler continue to behave this way in deceived unsuspecting customers? See their reviews on Edmunds and BBB to find out that this isn’t an isolated incident. We will update this post if and when we hear back from the dealership and/or BMW North America. However, it looks like Kenneth Smith (sales), Garrett Odell (service), Mat (General Manager), and everyone else in this story don’t work there anymore. Who knows what happened. Update 6/1/2017: We have received other horror stories such as this trickle through about Chapman Chandler BMW from other customers: ShaneOHanrahan Shane, since you are the current General Manager, we want to know– are you listening and will you take care of your customer, though he’s been chasing this for over a year?
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Reason of review:
Warranty issue
alexandranemeth N
map-marker Scottsdale, Arizona

Chapman BMW tires

My name is Alexandra Nemeth and I am seventeen years old, attending Cactus Shadows high school in Cave Creek, Arizona. My father recently purchased me a 2007 BMW 3series for my 17th birthday. When I got the car the tires were in terrible condition and had to be replaced immediately. My father told me to go to Chapman BMW because he had just purchased a brand new BMW x5 from them. I went there and they told me that they had the absolute best tires for my car and that I could not find better ones. I purchased the Bridgestone run-flat Potenza RE050A tires for around $1800. Almost 9,000 miles later, not even a year my tires are completely bald. While I was on my way to Chapman BMW the right rear tire popped and I had to get it towed the rest of the way. When I got to BMW I tried to tell them that I felt as if they sold me faulty tires, but they so rudely accused my boyfriend of driving the car to hard so they would not replace the tires. I tried to tell the service people that in fact I am the only one that drives the car, and my boyfriend who they rudely accused actually lives in Colorado. I received a phone call the next day from the service people demanding me to get my car towed from their dealership somewhere else because they do not wish to even "touch" my car anymore. I feel like it is their responsibility since they sold me the tires to call Bridgestone and see what they can do for me, since me and my family are returning costumers. But now they are refusing my business and I have to take my car somewhere else for them to file a statement to Bridgestone. I had a terrible experience at Chapman BMW, making me feel like since I cannot afford another pair of $1800 tires, they wish to not ever deal with me again.
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alexandranemeth N

i feel sorry for you, you have way bigger issues than this site can help.

alexandranemeth N

wow, you must have terrible terrible life to be so rude to a complete stranger.

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