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Chapman BMW Chandler complaints

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7455 West Orchid Lane
Chandler, AZ 85226 | Get Directions

(800) 721-1932

http://www.chapmanbmwchandler....

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Total Amount in Dispute:
$7,100.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Chapman BMW Chandler closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Chapman BMW Chandler

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5/25/2021

RESPONSE: Agreed to make an adjustment Amount in Dispute: $7,100.00 Amount Settled: $0.00

Customer Complaint

5/4/2021

We brought the car for an airbag recall. They inspected our car and told us we needed an oil panel replace. After they repair it, the service engine light came on. We had paid $1100 and now they told us something else was wrong. We paid another $ 1100 to get it repair. Few days later the engine light get came back on. This time we paid another $5100 dollars to get it repair. Not even 24 hours after we got the car back , the engine light came back on. This time they wanted additional $1100 dollars to get it repair. At this point we took our car back. The engine light still on and we are out of $7100 Resolution Sought I want an investigation on their repair practices and my money back if all the work they made us do was not necessary

Company Response

5/11/2021

We received the complaint from your office. To our knowledge the issue was resolved at no expense to Mrs. Obrien on 05/05/2021. The summary of repairs and timeline is listed below: 1st visit -01/05/2021- Ro 6414170- Air bag recall (warranty) Oil leak noted on inspection from oil pan and rear main seal.. Customer approved oil pan gasket total repair $$1340.92 2nd visit- 04/13/21 Ro 6421678-check engine light on- Found lean mixture faults. Smoke tested vehicle and found dipstick tube ring leaking form o ring. Replaced at no charge to customer Replaced torn steering rack boots- $1005.58 3rd visit-04/29/21 Ro 6422520-check engine light on- Found lean mixture faults, smoke tested and found disa valve faulty and mass air flow meter. Replaced both disa valve and mass air flow meter -$$1513.16 Performed inspection 2 maintenance due , in conjunction with oxygen sensor replacement due by time and mileage. $3508.74 4th visit Ro 6423191-05/01/21 Check engine light on. Found lean mixture faults returned. Customer removed vehicle from shop. Did not allow management to speak to them regarding concern 5th visit-ro6423443 05/05/21 Check engine light on Customer returned to have the complimentary replacement of failing cyclone separator. No charge to customer. This concern was resolved by our dealership at no charge for Mrs. Obrien. We had many recommendations on the vehicle due to age and miles. We have done our best to repair her vehicle, and assist with the unfortunate situation. We are unclear of any unresolved concerns at this point. Please let us know if you have further questions or concerns.

Customer Rebuttal

5/13/2021

The company charged me over $5000 dollars for work that my car did not need. The car was in 4 times and every time I brought the car in they told me it needed something new. Why do they did all the prior work if it was not needed? Why do they charge $900 dollars for an inspection but provided no record of Why the inspection was about. It is so many items that I will like BMW to explain why they keep charging me when I have records the car pass their inspection but when I picked the car up the service light came back in?

Company Final Response

5/24/2021

We have diligently documented and provided our customer with supportive video diagnostics, fault codes, and or test plans for the procedure. Our customer had spent funds on regular maintenance and other repairs non related to the check engine light. We had even repaired the last valve at no charge to the customer. We have completed all repairs as needed and are unwilling to provide any refunds at this time. We have repaired her vehicle and as per her discussion with our General Manager she was satisfied. We were unaware of any unresolved complaints or concerns.

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