ComplaintsforArrowhead BMW

• Initial Complaint

  05/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Thieves - I flew in from another state to buy a car. 3 people knew I was flying in on Saturday morning. Arrived at Arrowhead just to receive a text telling me the car would be ready on Monday afternoon. They would not let me see it or test drive it. They seemed reputable so I went ahead with purchase with their assurance they'd ship the vehicle and reimburse my travel expenses. The car didn't ship on that Tuesday. I called daily and it finally shipped on Friday. It had way more damage than expected. I would not have purchased the car if I'd been allowed to inspect it. Then they refused to pay for my travel. Sales staff ghosting me. Horrible experience.

  Business response

  06/04/2024

  Dear BBB Representative,

  This matter has been resolved.

  Our best,

  Compliance Office

• Initial Complaint

  05/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed a $2500.00 deposit with Arrowhead BMW on 11/12/2023 to order a 330 model **** I was told it would be 3-4 months to deliver. Did not hear from the dealer at any time during this period. I did check to get a vin number for insurance purposes, but was told they did not have a vin. At 4 months , I checked on the car and it had still not been ordered by the dealer, in fact I could make any changes to my order. A sales manager said they could order the car and it would be 2 months to arrive. That would now be a 6 month wait. I stated that this is beyond a reasonable time to wait for the car and requested that the non refundable deposit needs to be refunded because the vehicle was NEVER ordered! I sent a registered letter to *************************, the Operations Manager, but he failed to respond in any manner. The deposit was placed on the premise that they would ORDER the car and will arrive in 3-4 months. It is apparent that the order was never place and a refund should be issued.

  Business response

  05/17/2024

  Dear BBB Representative,

  We are happy to report that this matter has been resolved.

  Our best,

  Compliance Office

  Customer response

  05/20/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ** April 2023 we purchased a *** X3 as well as 2 extended warranties, advantage care for $7000, covered 84 months or ******* miles and *** care + 2 for $4000 covered 5 years or 70k miles. ** May 2023 took the vehicle in for squealing brakes. I was told that the rear brakes showed a little ware but it wasnt good for the vehicle to replace the rear and not the front and the front were not bad enough to replace and wouldnt be covered. Service adivisor explained *** brakes are like that and sent multiple videos explaining how the brakes work. He suggested backing into my garage so I didnt hear them. The vehicle was serviced regularly and on April 20, 2024 we took it in to have new tires put on and an oil change. Service advisor informed us that *** warranty expired 11/2023. This was not the information we understood to be true. We thought something had been inputted incorrect We spoke with *****, ********************** and told there was nothing they could do warranty was expired after only 7 months. We requested a print out of the warranties, they were provided with 2 pages from the *** warranty paperwork missing. ****** said he was a finance manager, he would look into it and give us a call on Monday, 4/22/2024. Never heard from him. Called again on Friday 4/26 and spoke with ****, informed him of the situation, he explained the *** warranty was from time of service and he didnt know if ****, the individual who handled financing at the time of purchase, was aware of that. He apologized, said they would make it right and he was going to talk to the finance director as well as **** and someone would give me a call back that day, Friday. We didnt hear from anyone. Monday April 29 I called back and was connected to ****. I again explained the situation. He asked what solution we wanted. I explained that we would like to be reimbursed the $4000 for the *** warranty that only lasted 7 months and for them to purchase our car back so we could be done doing business with them. He placed me on hold and then we were disconnected. I immediately called back, he said he talked with **** and there was nothing they could do. I explained my frustration with the lack of communication, customer service and ethical business practices. **** explained that the 7 month warranty was in case we needed to have the brakes replacedandanyone can pay for an oil change and wiper blades that warranty is for brakes. So I told him thats fine then give us the warranty we paid for. He said that was also not an option. **** said he wanted to help, he was going to talk to the service manager and see about replacing our brakes for free. No one has gotten back to us.

  Business response

  05/10/2024

  Dear BBB representative,

  This matter has been resolved.

   

  we appreciate the opportunity to review and bring resolve to this matter.

   

  Best regards,

  Compliance Officr

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In summary, Arrowhead BMW will not return a deposit of $2,500. I ordered the new car on October 26, 2023. We agreed that the new car would not be ordered by the dealership from *** in ******* until late December 2023, at the earliest, to time the delivery of the car in ******* in late March or April 2024. I had nowhere to store the car prior to moving into our new residence. Further, I would not be in ******* until our new residence was completed. The manager (*******************), agreed to those terms. At the beginning of January 2024, I received a call from the salesman (***************************) that my car had arrived. My response was that the car was not supposed to ordered until that time and that I did not want a car that would be stored in the showroom or elsewhere at the dealership for five months. They agreed to order another car as per the original agreement with anticipated delivery in March or April. About a month later (early February), I received a call from the *************************** stating that *** stopped manufacturing the 2024 model and the new model year car would not arrive in the U.S until early summer (June or July 2024). I told him not to order the new model year (2025) car as a delivery in June or July would not work for me. I asked him to return my deposit of $2,500. Over the next five to six weeks, I left numerous telephone messages, and sent text messages and emails to both *************************** and ******************* asking for the return of my $2,500 with no responses. On March 5,2024, I spoke with ***********************, New Car Sales Manager. He said the dealerships policy was not to return any deposits on cars for any reason. Further, they viewed my situation as changing my mind and cancelling the order (which was not true). He refused to allow me to speak with the dealership's Operations Manager.I asked for any document signed by me indicating my acknowledgement that any deposit in any amount was non-refundable. I have received no response from anyone at Arrowhead BMW.

• Initial Complaint

  02/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The dealership will not provide the correct bill of sale paperwork or sign the registration paperwork required to register in the ************** where I was and am a resident when I purchased the vehicle. I have made several attempts to contact the dealership but have received no response. I cannot legally obtain license plates or register the vehicle because of the lack of paperwork required. I need the dealership to complete the form, add their information, and provide the correct sale paperwork, which reflects the 8.49% interest rate.

  Business response

  02/26/2024

  Dear BBB Representative,

  We respectfully request a return call back at ************ to confirm all matters are resolved.

  Our best,

  Compliance Office

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against Arrowhead BMW for a transaction in October 2023, involving the purchase of a 2018 *** M5 through ****************************** an out-of-state buyer, I requested detailed pictures and a video of the vehicle due to its limited representation on the website. Despite receiving additional media of subpar quality from ************, the condition of the car was misrepresented.To gain further insight, I contacted the service department and spoke with *****. While he disclosed some trade-in issues, such as a dent on the driver's side door, two wheels with curb rash, and damage to the front bumper, he omitted a crucial detail a headlight crack. This crucial information was only revealed upon the vehicle's arrival in ************** from ******* when the transport driver shared damages communicated to ************ before loading.Subsequent communications with ************ were unsatisfactory. Despite acknowledging the damage, his proposed resolution initially consisted of a "care package" of minor items and later a $2,000 check, significantly insufficient for the necessary repairs. Attempts to escalate the matter to higher management were disheartening. The sales manager and ** offered a settlement, initially $500, later increased to $1,000, with claims of a mailed check, which I am yet to receive three months later.Efforts to contact the ** have been met with evasion and staff reluctance to provide information. Even with *** corporate intervention, a response from the ** remains elusive.In light of these experiences, I find it imperative to caution potential buyers against Arrowhead BMW. The dealership's practices, as echoed in similar negative reviews, suggest a pattern of deception and unfulfilled promises. ******************************* lack of transparency and the dealership's reluctance to address post-sale issues have left me contemplating legal action as a last resort.I kindly request your assistance in thoroughly investigating this matter and facilitating a resolution that aligns with fair and ethical business practices. Should you require additional documentation or information, please do not hesitate to contact me.Thank you for your attention to this matter.

  Business response

  02/05/2024

  Dear BBB Representative,

  We will be providing a response as soon as we can discuss this matter with ***************

  We respectfully request ************** respond to the scheduling email sent to him today.

  Our best,

  Compliance Office

   

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 15th, 2024 I contacted *********************** Finance Assistant with Arrowhead BMW by telephone and asked her about my tire and wheel protection plan Arrowhead BMW sold to me in November of 2020 for a 7 year plan issued by Perma Plate. Date of purchase of the tire and wheel plan was on 11-27-20 and it was canceled on 1-16-24. While speaking with ************** asked her specifically, if I was to cancel the rest of my 3 years left on my perma plate warranty plan would I get any refund back?. ****** told me twice that I would be getting approximately $1,100 back in refund by perma plate and that it would take 8 to 10 weeks to process and it would go on the principle of my loan with Az ********************* So with that info from ****** I trusted her and asked her to send me the form that cancels my warranty plan. So I signed the form and sent it back to ****** by email. The next day AFTER ****** already sent the cancellation form she emailed me telling me that I would NOT be getting a refund back ,cause I had used ***** in claims on the plan. I tried several times calling ****** and no call back, while holding one time a co worker of her's explained to me that ****** should of known that a refund would not be issued or knew to ask further before sending the cancellation form. I went in person to speak to ******, and she apologized for the mistake. She told me that she was gonna tell perma plate that the form was sent by accident. I was furious and told her that I think Arrowhead BMW should pay for a new policy cause of her mistake. ****** referred me to finance director ******, I told ****** of the situation and she advised she would talk to ****************, the ** and get me an answer. On 01-19-24 ****** called me and said the ** declined to purchase me a new plan and said they are not a claim's department. Arrowhead BMW is not taking responsibility for their employee's mistake and I'M out a policy coverage cause of ******'s mistake.

  Business response

  01/23/2024

  Dear BBB Representative,

  We apologize for any dissatisfaction ****************** may have experienced with the response received from Perma Plate regarding his cancellation request. Our representatives provided an estimate of the refund based on the information provided by ******************. Unfortunately, our representative was not made aware of any pending claims against his warranty during the interaction. In the event of any issues with his Perma Plate Warranty, we recommend that ****************** reach out to them directly for resolution.
  
  Respectfully,

  Compliance Office

  Arrowhead BMW

  Customer response

  01/23/2024

  ****** should of known claims were made, all claims were done at Arrowhead BMW so the excuse that she didn't know about the claims is ridiculous and a lie.  I figured Arrowhead BMW would respond like this and not take responsibility for ******'s mistake.  Why would other co worker's tell me different? They said she should of double checked before telling me for sure a refund would be funded back to me.  No sane person would cancel their warranty plan for no reason with three 3 years of coverage left unless they were told they were getting a refund, just shocking how the dealership wants to blame everyone else but themselves.  

  Business response

  01/23/2024

  We respectfully stand by our original response.

  Best regards

  Customer response

  01/25/2024

  Like I said before EVERY claim was processed through Arrowhead BMW with one of their service advisors every time so Arrowhead BMW claiming they did know about my claims is absolutely not true.  I believe they don't want to 

  admit they have person in finance they has no clue what they are doing and shouldn't be advising anyone on finance options.  Because of Arrowhead BMW finance I am out with no refund and no coverage for the next three years,

  they didn't have a problem accepting commission when they sold me the perma plate warranty they should know what they are selling and now they one of their employees makes a huge mistake they don't want to take responsibility for her mistake.  I will never buy another 

  car from them and will recommend to people to stay far away from them cause of their practices.  

• Initial Complaint

  12/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased my vehicle on 10/16 and the dealership will not send the title work information to the **** The temporary tags will no longer be valid and dealership is not cooperating.

  Business response

  01/02/2024

  Dear BBB Representative,

  Our title department is currently working to resolve this matter.  We point to the fact that this is the first time we hear of an issue.

  We appreciate your patience and will provide a response shortly.

  Our best,

  Compliance Department

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I put a $1,00.00 deposit on an X7 I was told was completely refundable (I have the text conversation to prove) with sales rep **************************** and that the car would be in on 12/11/23 then bumped out to 12/16/23, and finally arrived on 12/18/23. I let him know I was no longer interested, that I had changed my mind, and I would like my deposit back. I then received a phone call from the "new car director" *********************** who told me they "will not be refunding my deposit," and asked if I needed anything else. When I asked if there was anyone above him, he said, "**** but he will just laugh at you if you ask for your deposit back."

  Business response

  01/02/2024

  Dear BBB Representative,

  We are processing this request and will be providing a final response, shortly.

  Our best,

  Compliance Department

  Customer response

  01/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  12/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was charged a ***** dollar deposit for a *** xm red label and never received the order or any information on the order. I was treated very poorly by the managers and still have received zero phone calls back about the order. They have not produced an order and therefore I need my ***** dollars back. I buy cars multiple times a year and this dealership is the worst dealership I have ever worked with.

  Business response

  12/12/2023

  This matter has been resolved

  Best regards

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩