Chapman BMW Chandler “Certified” Pre-Owned vehicle scam Chandler Arizona!!. Summaryu2018 Chapman BMW dealership dupes customer into buying a u201ccertified pre-ownedu201d vehicle, but doesnu2019t stand behind the warranty. They ignore multiple attempts from the customer to contact or resolve the issue, until a complaint with the Better Business Bureau results in a partial refund. They attempt to squelch complaints by threatening to not service the vehicle, but the story is continuing on, regardless. On November 27, 2015, one of the authoru2019s 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 hadnu2019t yet been listed for sale and was u201ccurrently in the shopu201d getting prepped to sell. Mr. Smith took him back to the service shop, showing him the car (2018 BMW 328i). He kept touting all the benefits of buying a u201cCertified Pre-Ownedu201d vehicle from BMW due to the u201cthorough and rigorous inspectionu201d 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 u201cCPO extended warrantyu201d sounded too good to be true. Mr. Smith said it wouldnu2019t 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. Hereu2019s the copy u2018 purchased 11/27/15 with 38,732 miles. That Monday, he was told that it wouldnu2019t 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 u2018 another call that the car still isnu2019t 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. Hereu2019s 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. Three weeks later, on December 19th, the car began showing u201cDrivetrain Malfunction u2018 Reduced Engine Poweru201d. Youu2019d figure this would be under warranty, right? After the diagnosis and inspection, Mike Reeves (service writer) said that the customer had u201cdamaged the clutchu201d and that it would not be covered under warranty due to u201coutside influenceu201d 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 u2018 itu2019s 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 customeru2019s 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: 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. Hereu2019s a copy of the complaint: After forwarding Garrett the complaint, he tried to tell the customer not to make any u201conline posts/threatsu201d, or he wouldnu2019t get any assistance from the dealership (reminder u2018 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 u201chush moneyu201d 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. 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. Hereu2019s a copy of the service record/bill he was forced to pay u2018 Credit card charge: Heu2019s still hoping to one day receive the 2nd key. Although heu2019s really enjoyed the BMW since then, this was by far the worst experience heu2019s 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 u201ccorporate policyu201d until he filed a complaint with the BBB. Itu2019s unfortunate u2018 he had high hopes for Chapman BMW Chandler, and they failed every step of the way. Does BMW (Harald Kru00fcger) stand behind the service of their dealerships? Is u201ccertified pre-ownedu201d 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 isnu2019t 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 donu2019t 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: Shane, since you are the current General Manager, we want to knowu2018 are you listening and will you take care of your customer, though heu2019s been chasing this for over a year?