For years we have owned BMWs and like most BMW owners we have higher then normal expectations for the vehicles we drive. And if you live in Phoenix, you know you are limited in Phoenix on where to buy a BMW. When we moved to Phoenix, many fellow BMW owners warned us not to buy from Chapman BMW. Last year against our better judgement we purchased a 2010 535xi from Chapman BMW on Camelback in Phoenix March 2011. At the time, the 2008 X5 was at Chapman's service department more than we had it. After weeks - months of not having our X5, we decided to go ahead and purchase with Chapman for a 3rd time. We felt it was less of a risk then driving to California and breaking down in the middle of nowhere. We we saw the 2010 535xi, we were told the vehicle was a "Program" vehicle, never registered, therefore would be treated as a new vehicle but not have to pay the new car price. They went as far as to show us documents. During the process, we caught them in several lies. They changed the agreed terms several times. The day after we had purchased the vehicle, they called us and asked us to come in to sign additional documents and "they made a mistake". When we went back to ask for our vehicle back. They said: "too bad we don't have it anymore". Someone had already bought it. They handed us a new contract to sign with new figures. By the way, talking with a manager was pointless. When we received our congratulations letter from BMW finance, the interest rate was higher. BMW financial stated it was because the car was a used car. The best part of this is, we recently discovered that we didn't have GAP insurance. Because the terms of the loan were changed, it was considered a refinance. We considered just paying the $30k off the loan, but why, especially since we should have the GAP, and if we had an accident that totaled the vehicle that money was gone. I/we loved that car but it wasn't worth the risk. Prior to buying the 2010 535xi purchase, from our prior experience we know how dishonest Chapman BMW on Camelback was, but thought we were prepared. No matter how prepared we thought we were with making sure we didn't pay too much, seeing the CAR history, we still were lied too. Shown possible fraudulent documents, and still got screwed. Higher than expected interest rate, (credit scores over 710) The GAP insurance company is refunding us the $700.+. Yesterday, in California we traded in the 2010 535xi. The first thing the salesperson stated after he pulled the vehicle history was; "what happened and did you know.... and how did this happen..." Through our transaction yesterday at the dealership in California, they came back to us to tell us that they called BMW Financial, we received some credit towards our new BMW. Nice to know that there are decent sales people and dealerships out there. I must add, that the 2008 328i and X5, the experience wasn't great either and fell short of customer service. I highly suggest that if you want to buy a BMW, go to another dealer! read more

**Buyer beware!!! This company sold me a truck with a "clean car fax". Well turns out the truck I bought has two accidents on its record verified by AutoCheck. A much more thorough third party reporting system for consumers. I Learned quite a bit actually. Large retailers are happy to hide behind an inaccurate Carfax report as in this case. Rear suspension issues reported the next day after taking delivery of this 50k preowned Denali truck. Confirmed with GMC the rear leaf and ujoint assembly were compromised. This after their mechanics said "there was nothing wrong, not once but twice." I had to physically show them while enduring insinuations and grief that I was making it up and was accused of having buyers remorse from Shane and staff. I decided to take the truck to GMC after they held the truck for week. GMC confirmed not only the rear end had significant issues. But the rear brakes were completely shot. At that point Shane the GM was forced to fix it. I now had a report from GMC. A few weeks later after my tags still haven't arrived I explained the noises continued in the rear. His response via text was "hope that squeak isn't serious, our business is concluded." I decided to cut my losses and trade it in. Well that's when the real fun began. The dealership I was talking to revealed an autocheck report with two accidents. One minor and one major collision on the truck I just purchased not 6 weeks ago. I then go back to Shane (BMW GM) his response stop texting me you bought a used truck. My response.. " I didn't buy a used truck with two collisions". I am currently seeking advice on what to do and reaching out to the local media to help bring awareness. I'm not looking to dump this nightmare on someone else. I have morals and operate with much higher ethical standards. I'd rather struggle to bring awareness and make an example of this situation. Dealerships like BMW have to stop taking an advantage of the community. I'm a tax paying family man that has had to struggle and fight for a fair outcome. I work within the medical field locally and on the daily help people. I could never imagine operating without the highest of integrity. This whole situation is mind blowing. Even when shown the autocheck report they shrug their shoulders and say you bought a used truck. Bottom line DO NOT TRUST THEIR CARFAX REPORTS!! Shane and his staff are the most corrupt dealership I've ever encountered. When the issues first started and I asked for my trade back. Shane's response was he's gladly spend a 100k in attorneys fees to make sure I didn't get my trade in back. Now I understand. I gave them a brand new tundra platinum and they gave me a truck with two accidents. Nobody would willingly do that. See both car reports below. read more

Subject: Complaint Regarding My Experience at Chapman BMW I am writing to express my disappointment and frustration with the disrespectful treatment I received during my recent visit to Chapman BMW. While I had a positive experience with my salesperson, I felt disrespected by the sales manager, which ultimately led me to seek assistance elsewhere. Upon entering the dealership, I was warmly greeted by my salesperson, who provided exceptional customer service. However, my interaction with the sales manager left much to be desired. As an individual of Middle Eastern descent, I felt that the sales manager did not show me the same level of respect and professionalism that I expected as a potential customer. Throughout our interaction, I sensed an underlying bias and indifference towards me. It seemed as though my ethnicity influenced the sales manager's perception of me, leading to a lack of genuine interest and engagement. This disrespectful behavior left me feeling unwelcome and undervalued as a customer. In light of this negative experience, I decided to explore other options and visited Arrowhead BMW. I am pleased to share that my experience there was vastly different. The staff at Arrowhead BMW treated me with the utmost respect, demonstrating a genuine interest in understanding my needs and helping me find the right car. I believe that all customers deserve to be treated fairly and equally, regardless of their background or ethnicity. It is disheartening to think that such discriminatory behavior exists within a reputable dealership like Chapman BMW. As a business that relies on customer satisfaction, it is crucial to address and rectify instances of disrespect and bias. I hope that you take this complaint seriously and address the issue promptly. Discrimination should have no place in any business, and it is essential to foster an inclusive and welcoming environment for all customers. I trust that Chapman BMW will take the necessary steps to ensure that no customer experiences such disrespectful treatment in the future. Thank you for your attention to this matter. I hope that my feedback leads to positive changes within your dealership. Sincerely S read more

I purchased a car with my husband, and had the unfortunate displeasure of working with Elliot. What set me off with Elliot is when we ordered the car he said there were different types of tint available we negotiated standard tint, when the car came in I brought it to Elliots attention we would like to upgrade to ceramic tint, and Elliott's response was as if I wasn't speaking English anymore, he said that's not what he said and not an option. Typical double talking slime ball, I even told him he was being shady cause he said previously said we could upgrade, but now he was acting as if I was making it up... he took offense to being called shady and said he didn't appreciate it... If the shoe fits wear it Elliot. As if that wasn't shady enough we see in our paperwork that a 3000 incentive is being applied to the dealers end. We had agreed on a price 3 months earlier with no incentives available at all. So now when an incentive is available instead of us getting it, which is what should happen with a customer incentive, the dealership used it to increase their profits. Chapman agreed to 7k off sticker straight up, this did not include any incentives as none were offered at the time, they were comfortable giving us the car at about a 6% loss. Well when that incentive showed up instead of passing it on to the customer, essentially giving us 10k off, they worked it into their bottom line so now for them they are only knocking 4k off instead of the agreed upon 7k, the deal suddenly went from a 6% discount to only about a 4% discount, quite a good deal for the dealership, to sell an expensive car at only 4% under sticker. this was not a dealer incentive, bmwusa put this out there for the customer, but Chapman decided they didn't like the deal they negotiated they were going to use that incentive to pad their profit and commission. They tried to sneak this, which is why Elliot didn't want to revisit numbers he knew they were adding that 3k to their end to lessen the loss and make the deal seem better in their books. Such a dishonest business, and the fact they tried doing it without telling us they were doing it just shows they were trying to hide it. read more

My wife and I had scheduled an appointment with the dealership to look at a used van we had found online. Both the night before and the morning of our appointment, the dealership's associate, Sean O'Brien reached out to us to confirm the vehicle was still available. This was reassuring, as we didn't have that luxury at a different dealership. When we arrived, they pulled the van right out for us to begin checking out. Sean was very knowledgeable on the details of the van and remained engaged with us while we were looking through everything while not being to pushy. One of the best things they did with us right from the start was point out the few things wrong with the van. You know how some dealerships will either ignore or try and distract you from any potential issues with a vehicle, this Chapman dealership did not do that. They made sure we knew from the beginning exactly what we were looking at, good and bad. That helped build my trust in them immediately. We test drove the van and when we got back to the dealership, I told them we had a couple other vans at different dealerships we wanted to look at, and that we wouldn't be buying that day. Sean wasn't pushy and didn't try to get us to decide right then we needed to buy this van. We left and checked out the others, but came right back because what Chapman had was the best vehicle for my family. When we arrived at the dealership again, we began talking about our options with financing. My wife and I were on a very tight budget, and outrageous payments for a car was not going to work for us. The people at Chapman were amazing to work with and really WORKED with my wife and I on figuring out how we could pay for this van. There wasn't any pushing each other around and acting rude toward each other, just a bunch of people really helping us out. We didn't make this easy on them either, we had our two children with us who were both under the age of 4. My wife and I did not plan on driving down to the Valley to buy a car that day, but Chapman made it possible for us to do just that, on our budget. Would recommend buying a car from them any day. read more

I am deeply saddened and disappointed by my recent experience with Chapman BMW. I made a significant financial decision in purchasing a vehicle from this dealership, expecting quality and excellent customer service. Unfortunately, this was not the case. After my first drive, the vehicle's bushings failed--a serious issue that occurred so quickly the warranty did not kick in. Thankfully, the warranty company, demonstrating exceptional goodwill, covered the cost. However, Chapman BMW could not show the same level of consideration and refused to waive a $40 shop fee, which feels like a petty stance considering the circumstances. What makes this even more frustrating is that the dealership claimed to have a video of the vehicle inspection prior to sale. However, simply taking a video does not prove the vehicle was thoroughly inspected or tested. For all I know, the video could have been doctored to give the appearance of a proper inspection. The fact remains: they sold me a car with a critical failure less than a week after purchase. Instead of prioritizing customer satisfaction, they chose to stick to their policy for a mere $40. This amount, insignificant to the dealership, could have been used for something meaningful--like a gift for my three-year-old. The lack of empathy and consideration was disheartening. This decision has cost them much more than $40. Had they waived the fee, I would have returned to the dealership for all servicing needs for both of my BMWs, potentially amounting to thousands of dollars over the years. Instead, I will take my business elsewhere and ensure others know about my experience. Management at Chapman BMW should seriously reconsider their approach to customer service, especially for costs under $100. It's these small gestures that build loyalty and trust. Unfortunately, they missed an opportunity to retain a customer and demonstrate the values one expects from a premium brand. This review has been shared on Google and other platforms to help others make informed decisions. Sincerely, A disappointed former customer. read more

100/10 for Ray Small at Chapman BMW! I was referred to Ray Small by a friend after having a less-than-great experience at BMW North Scottsdale, where the vibe felt pushy and impersonal. Even though Chapman BMW was further for me, I decided to make the drive and I'm so glad I did. From the very beginning, Ray was amazing. I told him what I was looking for and the price range I had in mind before coming in. He actually listened, didn't try to upsell me, and never once pressured me into anything. When I arrived, the exact car I wanted was ready to test drive. He had it brought in from another dealership just for me! ***Side note, at the other dealership, it took over a hour for them to let me test drive the car I said I was interested in, because they were trying to sell me every other car besides the one I wanted. I had made an appt to test drive and spoke with them on the phone before going into the North Scottsdale location too and it still took me a hour to get into a car, BUT NOT WITH RAY!* He greeted me with kindness (and snacks + water, which was a sweet touch), and made the entire experience stress-free and comfortable. We brought our baby along, which I know can make car buying chaotic, but Ray was incredibly patient and accommodating. My husband and I had to take turns test driving, so Ray did it twice--once with each of us and didn't bat an eye. After we decided to move forward, we had to head home to put the baby down. Ray personally delivered the car to our house (yes, delivered it), and took time to walk through all the features with both of us again, separately. That kind of above-and-beyond service is almost unheard of these days. Ray Small has completely raised the bar. I will never buy a car from anyone else. If you're looking for a truly pressure-free, thoughtful, and professional car buying experience, go see Ray at Chapman BMW. He's simply the best. read more

We have experienced the epitome of bad service (sales and repair) at the BMW dealership we purchased our 2014 X5 from almost a year ago (to protect the innocent, the aforementioned dealership shall remain nameless ...). We have had repetitive issues with our X5 and frankly, I was getting so very frustrated with taking my truck to be serviced and having to constantly explain the same issues over and over which never seemed to be resolved only temporarily "fixed," and I was over it! That was until we decided to take the it to Chapman BMW on Camelback and met Kyle Grone. When we began explaining the litany of issues we've had with our X5 and the "fixes" by our former service provider, Kyle immediately started to nod and smile in a "knowing" kind of way ... he shared with us that he too drove an X5 and knew all too well about the things we were experiencing. And even better, he had an answer or solution for everything on our list! Kyle, went on a ride with us and asked us to share the issues again; he asked questions and he listened all the while troubleshooting. When it was time to leave the car, he even helped us out by getting us a bigger loaner car (we are both rather tall and the typical smaller loaners are quite uncomfortable). He kept us posted throughout the day on the progress he was making and the things he had diagnosed (which I love - because I am a control freak and can admit it). When we went to pick up our X5, Kyle patiently went through every single issue and the solution applied. He was even able to share that one of the issues we were having with road noise was because we kept our truck a little too clean (weekly waxing was cause the doors to not seal all the way) - now, in my opinion, that was an impressive call! We appreciated the time Kyle took to listen to our concerns, address our needs and most importantly find resolutions. read more