Chapman BMW On Camelback

Excellent Customer Service Test drive a M5. Didn't purchase vehicle but service was excellent. Sammy was friendly since the moment I got there. I'll definitely go back when the Test drive a M5. Didn't purchase vehicle but service was excellent. Sammy was friendly since the moment I got there. I'll definitely go back when the time is right. More

Low Pressure I never felt pressured, just reassured. They were attentive to my family's needs and were incredibly willing to work with me. Overall a pleasant expe I never felt pressured, just reassured. They were attentive to my family's needs and were incredibly willing to work with me. Overall a pleasant experience. More

A superior sales experience purchasing two cars; truly a joy We purchased our last two cars from Chapman BMW. Mr. Steve Murphy was our salesman and he handled the sales of both vehicles. (One new X5, a second u We purchased our last two cars from Chapman BMW. Mr. Steve Murphy was our salesman and he handled the sales of both vehicles. (One new X5, a second used i3.) He was outstanding. He explained in detail the pros and cons of the vehicles we were considering and used no pressure to purchase either vehicle. When we discovered a charging line was missing when we received the i3 (it was shipped without charge by Chapman to our home in northern Arizona), he immediately, pleasantly went to work to get one for the car. We live about 120 miles from the dealership and it arrived in two days. We can't say enough good things about working with Steve; truly professional, responsive and honest. We enjoyed working with him. Love our BMWs; loved the experience with Steve. More

Movin up! I traded in my MiniCooper Countryman and stepped up to a beautiful 2017 i3! No more smelly gas stations for me! Many thanks to Craig Rusin and his tea I traded in my MiniCooper Countryman and stepped up to a beautiful 2017 i3! No more smelly gas stations for me! Many thanks to Craig Rusin and his team for getting me a great deal! More

DO NOT BUY/LEASE from Chapman on Camelback Do NOT buy/lease a vehicle from this dealership! My father leased a BMW from this dealership back in 2015. Sadly, my father passed away in June 2017. Do NOT buy/lease a vehicle from this dealership! My father leased a BMW from this dealership back in 2015. Sadly, my father passed away in June 2017. Since that time, I have talked to 6 different people at BMW Financial Services as to how to return the vehicle and end the lease. In all of these conversations, I was told to return the vehicle to the dealership and they would contact financial services to pick up the vehicle. NOT ONE OF THE PEOPLE I spoke with at Financial Services ever told me to make an appt at the dealership. Fast forward to today, my husband and I bring the BMW to this dealership. I explained to the receptionist the reason for my visit. The receptionist (the only respectful person we dealt with) said we needed to meet with Vida Wilson. She called Vida and told her my name and the reason I was there. A few minutes later Vida approaches us and says "are you here to turn in a vehicle?" Does not greet me by name even though she was told my name by the receptionist. I tell her yes and ask her if I can get an official odometer reading on the vehicle as that is what I was advised to do by BMW Financial Services. She takes the keys and goes out to the vehicle to get the odometer reading. She returns and tells us to follow her to her cube. Vida asks me for my drivers license. I asked why she needs this and she said she needs it to fill out the power of attorney paperwork. I explain to her that I am not signing anything as I am not the leasor of the car, I am only returning it on my deceased dad's behalf. She said "well then you have to sign here" (pointing to the seller signature section of the odometer form). I again informed her that I was not going to sign anything as I did not lease the car. At this point, Ms. Wilson stated rudely "you should have started with an appointment." I explained that no one I talked to ever told me I needed an appointment. Mind you, the dealership was NOT busy at all. There was 1 couple in the waiting area (there when I arrived) and 1 customer talking to a sales person. I told Vida that she could learn to show some compassion for a family member in these circumstances that was trying to do the right thing. Her rude response, without looking up from her computer, was "I don't know your situation." I told Vida that I was just at the Mazda dealership returning my father's other leased car and had no problems getting the official odometer reading. I told her I want this so I have proof of the date I returned the vehicle and the mileage on that date. Vida's response was "Well, this isn't Mazda." I showed Vida the odometer form I got from Mazda (filled out and signed by the dealer representative). She told me she'd make a copy of the BMW form but wouldn't sign it. During this entire interaction, there was no eye contact from Vida and she acted like I was bothering her. Her tone was rude and belittling. My husband and I returned to the receptionist and asked to speak with the manager. 10 minutes later, Doug Martin appeared. I asked him if we could meet somewhere private. He brought us into an office. I explained (yes, I was very emotional at this point) the horrible treatment by Vida. Mr. Martin had nothing to say. When I told him it was unacceptable that he didn't care, he stated "you're mad at me and I haven't even said anything." I told him that was the problem that he said nothing about how we were treated by his employee. I asked who the general manager of the dealership is and he said "it's me, the buck stops with me." I said that that was a sad state if he is the one dealing with problems and this is how he responds. He told us "well have a nice day" and followed us out. I realize we were not there to spend any money on a vehicle. However, we deserved to be treated with respect and dignity. Vida and Doug may not have thought we were worth their time and humane treatment, but I could have easily bought any of the cars on their lot if I wanted to. I will NEVER return to Chapman BMW on Camelback nor will I ever purchase a BMW. I am appalled that this is how BMW treats people. My dad put a lot of money down on his lease, made all of his monthly payments (I continued to make them after his death), had extremely low miles on the car and kept excellent care of it. I was trying to do the right, responsible thing by bringing it back to the dealership as I was told to do. DO NOT purchase/lease from this dealership. More

Going above and beyond Loved the experience of getting into my new BMW. Craig was very responsive and timely. Always working with me as I changed my thought process over 8 Loved the experience of getting into my new BMW. Craig was very responsive and timely. Always working with me as I changed my thought process over 8 months and then delivered the vehicle to my home as my husband was not physically able to come to the dealership. Could not ask for a better sales rep. :) More

Great Service I have always been impressed when a salesman truly listens to what I want vs. just trying to push what they want to sell. Sammy did a great job liste I have always been impressed when a salesman truly listens to what I want vs. just trying to push what they want to sell. Sammy did a great job listening and then making informative suggestions that were helpful to our decision process! More

Assumes customer knows nothing about cars, Poor Service I had my vehicle towed to Chapman BMW on Camelback after I had an issue with loss of power misfire and stalling, I scanned the vehicle at a friends In I had my vehicle towed to Chapman BMW on Camelback after I had an issue with loss of power misfire and stalling, I scanned the vehicle at a friends Independent shop who is 30 year BMW Master Tech, who now owns his own shop. He told me that the issue is with the High Pressure Fuel Pump and that BMW extend it's warranty because it had so many problems(just google it). He told me that he didn't want to charge me $800 but have the vehicle towed to the dealer and they should fix it for free, which I did. I get a call from Craig Smith who tells me that the issue is not with the high pressure fuel pump but with the low pressure fuel pump that is in the fuel tank and also a low pressure fuel sensor, they wanted over $2k. On top of that they said that my battery is dead and it's another $500. Never had an issue with the battery and still do not. Didn't have them replace it. I didn't want them to do the work so I took the car out of there and had those parts replaced myself. Of course it didn't fix the issue, read the codes again and again showing up as high pressure fuel pump. Called Chapman BMW's manager, Doug Strobot, who asked that I send him the receipts for the parts that I replaced and asked that I bring the car back, which I did, he told me he wanted the receipts so that if the High pressure fuel pump is back he will refund me for those unnecessary parts. Got a call the next day, vehicle is fixed after they replaced the High Pressure Fuel Pump. Surprise, I was right. No refund on the parts and no refund on the original diagnostic which was wrong. I am glad I didn't have them do the $2k repair but I feel like they are cheats, they want the customer to pay for the unnecessary parts and then fix the free part. I have a total of 5 BMW and seriously considering not buying another BMW because of the poor treatment by BMW Service. Update - Received a call from Diva Wilson / Business Development Manager from Chapman BMW. She truly is the only person that I have had a good experience with at Chapman, She understood the issue and tried to do the best she could to have the issue corrected. Long story short, she was able to get BMW of North America to refund me for the tow, she was able to get me a refund for the diagnostic fee. She was not able to reimburse me for the unnecessary parts that Chapman told me were needed. When she did contact me she told me that based on her review of the history the only thing that the car needed was the low pressure fuel sensor, but that is not what the service adviser said to me or emailed me, he sent me a "report" showing that the vehicle needed a new battery, sensor and low pressure fuel pump/filter. Diva, I appreciate your help, but unfortunately I am still very disappointed with the service, it took me to write a negative review in order for Chapman to partially compensate me for their mistakes. More

Got my Dream Car I had been looking for a silver 435 with red leather for months. One finally came up for sale at Chapman. JJ my sales person greeted me promptly was I had been looking for a silver 435 with red leather for months. One finally came up for sale at Chapman. JJ my sales person greeted me promptly was courteous, knowledgeable and friendly. He kept the back and forth of the deal to a minimum, gave me some small gifts while I waited for the deal to go through. I told JJ that I needed a nice coat of wax on my brand new ride. You know what he told me? Sure no problem, bring it back next saturday and I'll grab you a loaner! He did as promised and I am a very happy customer. Thanks JJ, you made my purchase enjoyable and effortless. BH More

Awesome Experience!! Craig was easy going and knowledgeable. Actually had fun purchasing a new BMW Made the experience a breeze!! Will definitely recommend other looki Craig was easy going and knowledgeable. Actually had fun purchasing a new BMW Made the experience a breeze!! Will definitely recommend other looking to buy a BMW here. More