Chapman BMW Chandler

January 22, 2010 Re: Appreciation letter To: January 22, 2010 Re: Appreciation letter To: Robert Arvizu, Senior Sales Manager I have never written to anyone in your position in m January 22, 2010 Re: Appreciation letter To: Robert Arvizu, Senior Sales Manager I have never written to anyone in your position in my life, however, my wife and I had the absolute pleasure of encountering two of the best salespeople in the Phoenix area. The initial salesperson was engaging, courteous and genuinely warm. He was new to BMW but was a knowledgeable automobile salesman. This man invited me into the BMW world and referred me to his mentor, who proceeded to diagnose my family's needs and desires. Then, he was able to recommend an appropriate vehicle in the BMW family. We came to the BMW lot with no intention what-so-ever of purchasing one of your vehicles. We had test driven several of your vehicles back in 2007 and did not like the racer like handling nor the feel of the road. So, we completely dismissed your cars due to our bias and ignorance of BMW changes in ride philosophy. Your salespeople went to bat for me in ways that defy the norm in today's Dog-eat-Dog world. I assumed that the sale was the most important thing to them at the time. You cannot imagine my embarrassment after just three days of owning the ultimate driving machine. Our eyes have been opened to engineering that; we continue to marvel at the ingenuity, simplicity and down-right necessity. We are like children, who have been given their first mathematics lesson and realize the cave they have just emerged from within. We have been liberated from owning a car to the exquisite ownership of German technical ideology in a vehicular machine This is a pinnacle of fine automobiles and we only have the 325i. We are totally satisfied. Bravo! To your Automobiles, you have gained new fans and Thank You for your selection of these fine salespeople, in them we have made lifelong friends. Our utmost appreciation goes to Jeffrey Orenstein and Mitch Cooperman. Your Humbled Clients, Tony & Courtney B. More

Service department found over 4000.00 of repairs needed to my X5. I was just in before the warranty expired for them to check it over, they found NO problems. 7,000 miles later they found eight, these pr to my X5. I was just in before the warranty expired for them to check it over, they found NO problems. 7,000 miles later they found eight, these problems were there long before the warranty expired but they chose not to fix them or tell me about them. They now will not do anything about it. I was told by one of their employees that while a car is under warranty, they are not to fix any problem or bring it to the customers attention. They will only warranty what the customer is complaining about. This is unethical. More