Just had a rather unsavory experience with Chapman BMW in Scottsdale. I took my X5 in for service 2 days ago. One of the items I asked to be investigated was not checked. I was asked if I could bring it in today - at this point I believed that I had been scheduled for service.
So I bring it in today and the service people aren't expecting me. The guy who greets me checks a bunch of names on a whiteboard and my name isn't there. But they take my car anyway. It takes another 20-30 minutes for me to get a loaner (actually a Kia from the on-site Enterprise rental).
Since it's close to the end of the day I decide to check up on the status of the car. They say the work might run into tomorrow. I start asking why that would be, since I had been scheduled for service 2 days ago. At this point the service person starts getting a little defensive. I am told that it doesn't matter that I had it scheduled, cars are worked on a first-come-first-served basis. I am told things like, "What do you want me to do?" and "It's not like microwave popcorn, you know."
The repair isn't done yet and the service department's closed, so it looks like I'll have the Kia another day. Did I mention that I bought the X5 less than a week ago? Since they haven't actually fixed my car yet, I am unable to comment on the quality of their service, however other observations of Chapman BMW from this experience are: It appears that if you're the first in line, your car will get looked at first. Scheduling service ahead of time may not mean a thing. Also, some people at Chapman BMW may treat you as if you are a whining idiot.