ComplaintsforArrowhead BMW

• Initial Complaint

  07/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello my name is *********************************. This January I was in a car accident, they rear-ended me. The insurance took care of this and sent me to a mechanical shop. This mechanical shop replaced a part that needed to be taken to the dealership due to the codes of the part not synching in. The day that I picked it up from the mechanical shop I took a straight to the dealership but before they gave me the car at the mechanical shop they fully detailed my car and buffed it. All the headlights everything clear and shiny. I took it straight to the dealership *** arrowhead and it was there for about three weeks and when I got it back I noticed that the headlights had some stains on the front headlights. The same day that I picked it up I had to leave out of town, I picked up the car May 18th around 5:30PM. The next day I had to leave to flagstaff for a job I was there up until July 1st. I had called the dealership and they told me to wait because of the Fourth of July. I took it today to the dealership and I explain to them the situation and they basically called me out for trying to lie that it wasnt their fault. This is very unfair to me because I am a college today who barely gets by if this was my fault I would understand but I am not about to pay for something that I did not cause. They told me they couldnt do nothing about it. Because the stains are really strong they werent able to clean them up they did try to clean them up but they couldnt so they said that I would need new headlights. I am requesting an apology from Arrowhead BMW and I want them to give me a new pair of front headlights with no cost. The pictures that I provided have the date and time which I picked it up and took the picture. I also inserted a picture Before taking it to arrowhead Bmw and they also took a video of the car themselves and you could see that the headlights are clear.

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Arrowhead BMW has Integrity Issues in their Service Department.Arrowhead BMW mis diagnose our *** and try charging us for the misdiagnose. We took our vehicle in for an oil change. While there getting an oil change, *** also performs a complete vehicle inspection. during the inspection, they determined we had in internal cooling leak. To repair this leak would cost $3000. We went ahead and gave them the ok to repair it. Once the original leak was repaired. We received a call from the assigned *** service rep name *****, that indicated the original leak had been repaired however, they found another issue. " The Coolant Temperature Sensor" was bad. This issue was causing a dashboard light to remain on. The cost of repair was $180. Again, we gave the *** service rep the go ahead. Next day we received a call to pick up the vehicle. He stated all repairs were complete, the vehicle had been pressure tested, test driven and there was NO more leaks or issues. Total cost of repair was $3300. After we picked up the car. We drove approximately two blocks before the" low coolant "and now "check engine" light came on. We immediately called ***** and he had us bring the car back in. After having a new tech diagnose the vehicle. It was concluded that another leak was found in the coolant reservoir that would cost $1000 to fix. At this point we are feeling like we are being scammed and have started seeking legal advice.

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a *** 328D in May of 2019. My financing was through Santander USA. In January of 2022, I received a recall letter, and my car - make, model, and year was listed. The recall states that my engine could catch fire without warning and there isnt a current solution in place, other than to pull off the road, call 911, and call the nearest *** dealership. Seriously?! Around this same time, I I found out from the lender that the amount of money owed was more than the original purchase price. This after making on-time payments faithfully for 3 years straight, I called Arrowhead BMW and spoke with *******************************. I explained my issue with the loan and the recall. ******** said if I came in he would take care of me. Long story short, I went into the dealership explained again the issue and ********** response was "it's our job to get people into cars".I left upset. On Wednesday 3/16/22 I called ******** to talk this over again. His advice, Option 1) Trade your car in and pay the difference. I told him this didnt work for me because the amount showing owed isnt an honest amount. Reminding him that Santander shows I owe more than the original price of the car. 2) Sell it back to Arrowhead BMW and pay the difference. Again, what I would owe isnt based on an honest amount. 3) Let the bank repossess it. Im sure you can gage my disbelief at this last option. The best advice your Retail Sales Manager could give me was to allow myself to go into default with the bank. I kindly told him no thank you, and that I would be in touch. During this conversation I also let ******** know that Santander USA has been sued in a Class Action lawsuit for violating the consumer protection laws by giving borrowers loans with unnecessarily high levels of risk through high loan-to-value ratios, significant back-end fees, and high payment-to-income ratios. DO NOT DO BUSINESS AT THIS DEALERSHIP. They run through **** have an F rating on BBB, and zero integrity towards clients.

  Business response

  03/21/2022

  Customer spoke with our General Manager at the dealership as he was emailed directly on this.  They discussed further and we consider this a resolved issue or nothing further we can do to resolve the complaint.

  Customer response

  03/22/2022

  NOTHING WAS RESOLVED. Your Sales Manager's advice was for me to go into default on my loan have the car repossessed. I will continue to making complaints until you (ARROWHEAD BMW) actually solve my issue. 

• Initial Complaint

  12/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rooters are rusted after only a month and **** miles! They KNOW they do this they say all cars rust!!! Online there are many complaints they are selling them BAD!! Refuse to put new ones and fix it!!!

  Business response

  12/31/2021

  Customer came in for service with issue of rust on their brake rotors. The customer does not drive the vehicle very much (2k miles in 8mos) due to the nature of steel and moisture there will be oxidation. We did offer to sand and clean the rotors, but the customer declined. They demanded new rotors even after we explained the new ones would oxidize as well due to the excessive rain and the fact that they do not drive the vehicle often enough for the brakes to keep the rotors clean. 

  Customer response

  12/31/2021

  That is absolutely a lie I did not ever get offered anything and if you offered to just give me rotors that are gonna rust again whats the point you are selling lemon product at this point! The car was a month old getting rust now its rusting worse and youre refusing to fix it its five months old a brand new 2021 *** with **** miles on it should Never have rust this needs to be fixed right now!

• Initial Complaint

  11/12/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I test drove a used 2020 *** that I was told had just arrived and was a trade-in. When they showed me the carfax printout, you could clearly see that they serviced the car 3 weeks earlier (10/11/21) and it had 500 fewer miles. *** it was in fact a lease return and not a trade in. Five days ago they listed it on their website as a 'new arrival' with an obscene price gauging markup of over $13,000 over the *************** book value of the car including a quote from ***s own website. *** their 'discounted' price is well over the original MSRP when sold new. Their dishonesty and obvious price gauging is worth noting.Here is a link to the misleading ad:https://www.arrowheadbmw.com/auto/preowned-2020-bmw-z4-sdrive30i-********-**/61325594/

  Business response

  11/17/2021

  Customer was contacted by our General Manager after receipt of this complaint.  As we explained to him the pricing of vehicles is based upon the market.  We feel the pricing of the vehicle listed is fair and offered to sell the vehicle to the customer at that price and he declined.  There is nothing illegal or deceptive in our advertising of the vehicle.

  Customer response

  11/17/2021

  ***** Blue ***** ************ and any other car buying guide you look at will say otherwise. The same guide that they used to determine to value of my trade-in. Their 'market price' is a reflection of their inherent greed and has no basis on facts.

  Business response

  11/26/2021

  The customer has the option to purchase the vehicle at the listed price or decline that.  There is nothing deceptive or illegal in terms of our pricing or marketing of the vehicle.

  Customer response

  12/13/2021

  
  Better Business Bureau:
  
  In reference to complaint ID ********, the greedy b******* can go pound sand. Their obscenely overpriced cars will eventually put them out of business. I will never buy another *** from any *** dealer, let alone Arrowhead.
  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. ↩