Chapman BMW On Camelback

Chapman BMW On Camelback responded

We have attempted to work on this with you, you have rejected our attempt and we apologise for not being able to resolve this with you even with clear explanation: Thanks for the reply, FYI I did pull the vehicle file and reviewed it with my General manager, the Service Manager and the Tire shop foreman. A new tire has 9/32 or 8mm of tread from the bottom of the center tread groove. The BMW CPO guideline states “measure from the wear bar” since the wear bar is legally worn out. From the wear bar a new tire measures 7/32 or 7mm of usable tread. So as you can see definitions are important in safety or accuracy inquires. Here is what is documented in your vehicles repair history. On March 4th 2009 we performed a CPO inspection. Your vehicle had 14,814 miles on it. On that inspection we measured the following The front tires had 4mm or 5/32 of usable tread from the wear bar. The rear tires had 3mm or 4/32 of usable tread from the wear bar. The tread depth met with BMW guidelines on a CPO vehicle at that time. On May 19th 2012 the vehicle returned for a service visit. The miles were 25,550 or 10,736 miles later. The Technician measured according to his inspection sheet. The front tires had 2/32 or 1mm over the wear bar. A little tread left but getting close to the end of the service life. The Rear Tires had 0/32 or 0mm as they were at the wear bar. They needed to be replaced at that time. P.S. the tires did have a 2006 Date code and the http://www.rma.org/ Rubber Manufactures of America and the tire manufactures state 5 years is the guideline for tire replacement regardless of tread life remaining. Judging the tread depth in the documentation from both measure points and the miles used it appears the wear and the measurement along with the total miles on the vehicle are in check. I reviewed your Dealer rater post (I pasted it below to help) and the picture. I assume it was a picture of the replaced rear tires, it does have the trade mark inner wear of a independent rear suspension. The Measurements’ from the tire store are “probably” from the bottom of the tread groove 9mine are from the wear bar ) (the wear bar is 2/32) . Even with that it almost appears the tire added tread after out inspection 10k miles of use. The other thing I find distressing is the comment about the front tires. If the tire date code is 2006 and the tire has 9/32 of tread when new how does it have 9/32 of tread now? Were the tires replaced before? The date code on the tire says ‘probably not” Only you know for sure. Rest assured there are so many “watch dogs” out there a new car dealer really tries to do the right thing all of the time to the best of its human capabilities. Communication and definitions are paramount to accuracy. I am genuinely concerned and would like an opportunity to improve my business and earn your trust once again. I only ask a little of your time, if you still have the rear tires I would like to inspect them, if you have not replaced the front tires I would like to inspect them. You are welcome to witness any and all inspection process on your vehicle and speak with my tire shop team one on one. As a sign of goodwill if the front tires are the original I would be pleased to work out a compromise to make sure you are once again comfortable with the Chapman Family name and our dealership. I am truly committed to your loyalty as a Chapman client, please let me know what I can do. Howard Graff, Esq. Parts Director

Chapman BMW On Camelback responded

I have been researching your complaint at the dealership and wanted to address this negative rating on Dealer Rater. You first came to us and traded in a vehicle and purchased a pre-owned Mazda on September 1, 2011. After signing a contract agreeing to purchase the vehicle, which was a binding agreement, on September 2, 2011 you decided that you did not like your choice in vehicle because the payments were too high and brought it back to us. We accommodated your change of mind and replaced it with a 2007 Jetta. You took this second vehicle to the VW dealership and they stated it needed a few items replaced/fixed which we agreed to pay for and the vehile was repaired. You then brought this second car back to us stating again that you did not want this one either, again after signing a contract to purchase. We then found you another car of your choice, you were actually involved in the selection of the third vehicle, a 2010 VW that we purchased for you from auction and had delivered here for you to purchase. It would appear that we most definitely made every attempt to keep you happy and let you exchange vehicles not once but three times, I am sure not a practice you would find at many dealerships anywhere in the country. There is no Lemon Law in the State of Arizona that states any such guidelines that you have included in your complaint. I believe the dealership went above and beyond to accommodate and attempt to keep you satisfied with your purchase (s) at expense to us and I am sad to see that you still felt the need After more than 6 months later to now post a complaint about our efforts on a public website. I would offer to help resolve your issue however as you can see we made every attempt to do just that from the beginning of your car deal, and the two more that followed..... --------------------------------------------------------------------------------

Chapman BMW On Camelback responded

We apologize for falling short of your expectations. I have a suggestion that hopefully will address your concerns. As we had suggested in the past we would be more than happy to pay for an inspection done by your local mechanic as I’m sure once he looks at the vehicle he will ease your concerns. All of our vehicles are fully inspected to insure a safe and enjoyable ownership experience. It was unfortunate that the tire pressure monitor light came on letting you know you were low on air after only 1,000 miles of driving. I can understand how that may be a bit alarming when you just purchased the car and are still getting used to it. We do offer free CARFAX’s on our entire inventory on our website as well as any vehicle available for sale on our lot. I apologize if you did not receive one. At Chapman BMW on Camelback we are proud of our diversity in our clients as well as our staff. And as a two time winner of BMW’s prestigious Centers of Excellence award (2011 and 2012) we treat every customer with the courtesy and respect they deserve. I will not be able to refund your purchase but I hope that with my suggestion you will be more comfortable in your decision and enjoy many countless years of your “Ultimate Driving Machine.” Bob Cola General Sales Manager Chapman BMW on Camelback Phone (602) 308-4BMW(4269) Fax (602) 308-4998 WWW.AZBMW.COM BOBCOLA@CHAPMANCHOICE.COM