Chapman BMW on Camelback

Purchased vehicle the evening of Jan 15. At the time the vehicle had a slight pull to one side notated at time of sale as an item they would resolve. Dealer noted fresh tires had just been installed by them. Feb 2nd dealer notified that per a known tire store in the valley that the front tires were under the load rating per Mercedes specs. Feb 4th dealer came back with genuine concern about the load rating and stated that safety is a critical item to them. Dealer asked I bring the vehicle in to be inspected. Dealer ordered replacement front tires with a higher load rating. These new tires arrived and were installed Feb 6. After the install, the tech found that the larger diameter tire rubbed the factory suspension and the original tires were put back on the car. I was advised that I could get quotes on having the fenders remolded larger so I could add wheel spacers and then move back to a larger tire. Sales rep advised me that if I were to blow a tire he would help me out on cost but there were no other options. Fast forward to Sept. I contact the dealership as both my front wheels had cracked on all 5 spokes. Dealer asked if this was a safety concern and I advise yes and that the wheels were leaking air at this point. I was advised the dealer would speak with management. 11 days passed without any response from the dealer. A local shop was able to assist me in tracking down the details of the wheel through a VIN search and calling around (cudos to them). The manufacturer was nice enough to extend the original warranty to me (even though I was the second owner) but I would have to pay freight. I agreed and picked up a rental car for a week while new wheels came to AZ and were installed and the original wheels went back to the manufacturer for inspection. I followed up with the dealer again and was met with a reply that they didn’t know what I wanted. I reminded them that they were “speaking to management” about the situation and had not replied. I advised them that in the interest of safety and time I took on the cost of a rental, labor to install and freight charges. I explained that I would like to know who to send the invoice to for reimbursement since they made no attempt to mitigate. Two managers were copied into the email string at this point by the dealer. Another week passed without response and I again reached out to the dealership asking who I should escalate my matter to. Another week passes without a response and I ask for the general manager’s contact info. I finally get a reply that the store owes me nothing because I accepted the tire option. I ask that since their solution did not fit the vehicle, was there a solution I was unaware of. I remind them that I am not asking for tire replacement as I did put miles on what was installed, even if it was substandard, but it was their installed tires that lead to the defect of the wheels. Further, despite my communication, their continued silence caused me to need to remedy the situation on my own. October 21st I receive an email from David Schmall with the following parties CC’ed: Nicholas Buzzetta, BJ Geisler, Jason Howard and Alan Jones. Below is a portion of the email I received: “Any time you are selling used cars problems come up. It has been our companies position to address these problems on a case by case basis and try to exercise the best discretion possible to take care of customers and at the same time protect the store from that policy being abused. We initially would cut a check for almost any complaint that came up and as you can imagine this policy was abused and just overall not a good market plan. With used vehicles we had to set some boundaries due to mitigating factors we could not control, like the way certain customers drove their vehicles, abused their vehicles and cared or failed to care for their cars with proper maintenance ect. So, with that we had to get some definitive policies in place. The policy we applied mirrors the state of Arizona’s law that is of a 15 day limited powertrain warranty. Specifically anything that would affect the vehicle from driving forward or back ward. With that our General Manager has allowed us to exercise discretion on a case by case basis for other problems that arise in the scope of 30 a day period or 500 miles. Outside of those parameters are hands are tied. Now I understand that the vehicle was sold with aftermarket wheels (quite common on used cars) the wheels and tires were inspected at our facility, prior to sale and delivery and were deemed safe. I replied to remind them that the issue was brought to their attention Feb 2nd and not resolved and asked them to reconsider their position. No reply again from the dealership for a week and I followed up once again. Due to their inability to communicate and lack of effort to even inspect the vehicle when I followed back up with them I am going to share my experience with the buying public. I noticed in their replies to most negative reviews they state they cannot find record of the customer. I am happy to scan and attach my purchase record for them and share the entire email string.