Complaints

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I found a vehicle (***********************************************************************************************) on the Arrowhead BMW website and scheduled an appointment with ******** to see the vehicle. Upon arriving at the dealership on November 5 I was informed that the vehicle I was looking for had been sold, despite it still being listed on their website. Multiple times during the process of buying my car I asked why the black car was still listed on their website and was told that sometimes they dont update on the website immediately. The vehicle has remained on their website and dealer lot various times since I purchased my vehicle. ******** showed me another vehicle, the one I ended up buying, which was a non-certified pre-owned 2021 *** 330i. During the process of buying the car I asked about if the vehicle had a spare tire or an air compressor, and was reassured that the vehicles had run-flat tires and didnt require an air compressor or spare. Sunday morning on my way into work I got a flat tire and found out then that neither of the rear tires on my car were run-flats. I also found out that they were all-season tires. My car was taken to ******* *** Camelback to get a new tire. I called Arrowhead BMW and spoke to ****** and he told me to bring my receipt from *******, and that they would replace the other tire and get the one that I paid for taken care of. Today, November 25, I went to Arrowhead and they put the tire on the passenger side of the car on, but as for reimbursement, they couldnt do that because, in Nathans words Vehicles that arent certified arent guaranteed to have run-flats. and I can ask ***, but if she says she didnt tell you theyre run-flats then its your word against hers. He spoke to us in a very condescending manner and reneged what he told me. I feel as though I was bait-and-switched, and I am positive that I was lied to multiple times. Upon trying to make things right, my father and I were insinuated to be liars.

  Business response

  12/03/2024

  Dear BBB Representative,

  We respectfully request Ms. ********* please email a copy of the tire receipt for further consideration.  Please email to **************************.

  We appreciate Ms. *********** patronage and will provide a final response, shortly.

  Our best,

  Compliance Office

   

   

• Initial Complaint

  11/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  For the past few months I have been taking my 2018 *** Grand Coupe to Arrowhead BMW for issues with the coolant system. 06/13/2024 Contacted dealership coolant system leak as I was having to put coolant in the car and advised them bleeder valve had coolant. I was told to not drive the car and have it towed. Had vehicle towed from ****, AZ to the dealershp.06/14/2024 Phone call from the dealership citing no leaks were found in the vehicle. It was ready for pickup. 07/13/2024- Coolant system leaking. Expansion tank replaced along with bleeder s**** Which I was originally told was the issue.Coolant system leak has been ongoing and I have been putting coolant in vehicle weekly. 10/17/2024 Car is taken to Arrowhead again and this time the component carrier is replaced.11/11/2024 Car is making a bubbling noise under the hood in the area of the expansion tank and now the car is overheating. I am requesting Arrowhead repair my vehicle at no cost to me. The coolant system has been an issue for months now and they have not been able to remedy the situation. I live in ****, ** and can not drive the vehicle to the dealership. I am requesting they have the car towed to the dealership at their expense and reimburse me for the rental car I now have to drive.

  Business response

  12/11/2024

  Dear Ms. ********************* style="font-size: 0.875rem;">Thank you for sharing your concerns with us. We understand how frustrating ongoing vehicle issues can be, and we appreciate the opportunity to review your situation thoroughly.  Our records indicate that your 2018 *** Gran Coupe was brought to Arrowhead BMW for service on several occasions for coolant system concerns. Most recently, in October, our technicians performed significant repairs, including replacing the component carrier. After completing the repair, we conducted a thorough 23-mile test drive and observed no issues. The vehicle was functioning as intended at the time of pickup and subsequently driven over ***** miles without any reported concerns.  We were later contacted after the vehicle had been taken to an independent shop in **** for diagnosis and additional work. As a result, we were unable to inspect or verify the vehicles condition before those services were performed. While we understand you incurred expenses, including $300 for diagnostic and coolant services, $350 for a rental car, and $95 for towing, these were undertaken independently and without prior consultation with our dealership.While we remain confident that our repairs were completed correctly and do not accept liability for the additional issues or expenses, we recognize the inconvenience you have experienced. As a gesture of goodwill and without any admission of fault, we are offering a $200 goodwill payment to assist with your recent expenses. This offer is contingent upon a mutual hold-harmless agreement.Should you wish to accept this offer, please contact us within 7 days, at ***************** of the date of this letter. We remain committed to supporting our customers and are available to further inspect your vehicle at our dealership if desired. Sincerely, Compliance Department, Arrowhead BMW

  Customer response

  12/16/2024

  I appreciate the willingness to resolve this matter however; I decline the offer provided by the business. I filed a complaint with the BBB before taking the vehicle to an independent shop. The business did not provide a response until a week after the complaint had been filed. As stated in my complaint this vehicle is the only means of transportation I have. I was forced to have the vehicle towed to a local independent shop to have repairs made. I am requesting I full refund.  Thank you. 

  Business response

  12/16/2024

  Dear BBB Representative,

  We regret that our good faith ever if being rejected.  If there should be a change of mind, we are prepared to honor our offer until December 21, 2024.

  Our best,

  Compliance Office

   

  Customer response

  12/21/2024

  
  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,
  
  Arsinia ********
  
   
  

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new 2025 *** x1 on August 31, 2024. From sales to financing, everything was flawless and exceptional. A week into driving the vehicle, I started to notice the speakers sounded fried on more and more songs--I brought this to the attention of the sales manager and stopped by *** for him and the service manager to hear it. They agreed the upgraded sound system didn't sound right and even compared it to another vehicle with the same system. Since, I have brought it twice to the service inspection and no resolution was offered. *** claims the system has no faults. This is a $2K+ upgrade and something is wrong with all of the 2025 *** x1 ****** Kardon sound systems. The fried sound doesn't happen on every song but it's very apparent and sounds like something wasn't wired correctly. Please help evaluate and find a resolution.

  Business response

  11/09/2024

  Dear BBB Representative,
  Thank you for allowing us the opportunity to respond to Ms. ***** concerns with her vehicles sound system.
  Our service team has carefully evaluated Ms. ****** complaint and conducted thorough comparisons with other *** X1 vehicles equipped with the ****** Kardon stereo system. After these tests, our team found her sound system to be functioning as designed, with performance consistent with other X1 models with the same audio package.
  Ms. ***** has also had the opportunity to sit in and listen to the sound systems in two other *** X1 vehicles, both of which she confirmed to have similar audio characteristics to her own. Additionally, we demonstrated an X3 model, also equipped with a ****** Kardon system, which she felt provided a different auditory experience. We explained that the perceived difference is due to the natural acoustic variations between models. The sound system and speaker configurations in each model are unique, tailored to the interior space and design of that specific vehicle.
  As Ms. ***** X1 is performing within *** specifications and aligned with whats typical for the model, we are unable to replace or modify her existing stereo to replicate the sound she experienced in the X3. We understand that sound quality is a priority for her, and we are more than willing to answer any further questions she may have about *** audio systems or provide additional guidance on how to optimize sound settings.
  Thank you for your understanding, and please let us know if we can provide any additional information. Best, Compliance Office 

  Customer response

  11/18/2024

  Your service team has carefully evaluated the sound system and 100% of your *** team has all agreed that something if off on the sound system. This is not just my X1it is all of the 2025 X1s with the ****** Kardon upgraded system. I have never sat in an X3 so your information of my comparison is false. I have listened to this same sound system in one of your other vehicles but it was a car not SUV. It is unfortunate that *** relies solely on a computerized test to evaluate if the sound system is functioning as designed. 6/6 PEOPLE/Employees at Arrowhead BMW have validated my complaint and heard this disfunction within 30 seconds of sitting in my vehicle but cannot help because *** says it passes the tests. All of my friends and family have also heard it and its undeniably off. It is a shame to get such a typical compliance response. The human ear/auditory is much different than a computerized testcan *** list the specific tests ran on this sound system? I would love the opportunity to play just 15 seconds of 10 different songs for your compliance team and any other *** team involved with passing this through as upgraded technology. *** has not offered a resolutionsimply because to them the sound system is functioning as designed and whoever has authority to offer a resolution has not heard this complaint for themselves.

  Business response

  11/20/2024

   

  Dear BBB representative,

  We regret that Ms. **** is not satisfied with our response regarding her concerns. As an authorized *** franchised dealership, we must clarify that we cannot speak to or address issues related to the manufacturing of her vehicle, including matters such as sound quality or other design aspects.
  We recommend that Ms. **** communicate directly with *** of ************* for assistance with any manufacturing-related concerns. Their expertise and resources are best suited to address such matters comprehensively.
  Thank you for allowing us the opportunity to respond.

  Our best,

  Compliance Office 

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Certified Pre-Owned 2022 *** X5 from this dealership in March 2024. Since ownership there have been multiple issues the vehicle has needed to have repaired and issues that continue to effect the vehicle. The water pump was leaking and had to be replaced. The front control arm needed to be replaced. The brakes, which are still in good condition, are squeaking like no other vehicle I have ever owned. The rear passenger arm rest cup holder is broken and is unable to be used, and needs to be repaired or replaced. The pathway lighting on the driver's side needed to be replaced. All of these issues were not found during the *** inspection which leads me to believe that if one was even done, it was done the proper way. At this point, this vehicle is more a headache then a pleasure to own. Many issues are most likely going to come up and the dealer has not responded to my emails, and I have reached out to corporate *** and they have not responded to corporate *** either. If Arrowhead BMW does not want to repair the vehicle to the certified pre owned condition it should have been sold to me in, they should take the vehicle back and refund the purchase price.

  Business response

  10/18/2024

  Dear BBB Representative,
  
  Thank you for forwarding Mr. ****** concerns regarding their Certified Pre-Owned 2022 *** X5. We understand the frustration expressed, and we want to clarify the situation and provide a full response.
  
  The vehicle underwent a comprehensive inspection and reconditioning process in February 2024, at ****** miles, as part of **** Certified Pre-Owned program. Since then, it had not returned to our dealership for any service until the customer took it to **************** *** on September 20, 2024, at ****** miles. The repairs performed, which included the water pump and tension strut, are typical maintenance items for this model at this mileage.
  
  Regarding the brake squeak, the customer reached out to their salesperson earlier in September. Our team made two attempts to contact the customer and schedule an inspection to address this concern, but unfortunately, we did not receive a response. Given the mileage and age of the vehicle, brake noise can sometimes be attributed to normal wear and tear.
  
  As this is a pre-owned vehicle, and future maintenance needs cannot always be predicted, we are not able to offer additional repairs beyond those already completed. However, we can confirm that the vehicle met all *** Certified Pre-Owned standards at the time of sale, and the previous owner regularly serviced it while it was in their care.
  
  If there are any further questions about the vehicles maintenance or its Certified Pre-Owned warranty coverage, we would be happy to provide clarification.
  
  Sincerely,  
  

  ******* ****

  Compliance Officer

  
  

  Customer response

  10/18/2024

  I only show one message from someone in service to schedule an appointment to discuss the issues with the vehicle, and I called service back and left a message for that person, never to be called again.  It has been a month since the salesperson has responded to any messages I left.  On top of the 3 visits to **************** *** already, there is also the issue of the rear cupholder being broken and not being able to be covered under warranty.  Why was this not found during the *** inspection, as now I have a *** without a rear cupholder as it is broken and *** will not warranty the issue.  The driver's side pathway lighting was also broker and had to be replaced, and again, how was this not noticed during the inspection.I was told by North Scottsdale *** the issue with the control arm and water pump both showed signs of the issue being there for months not weeks, so if they were inspected properly this could have been addressed before I purchased the vehicle and not required me to return to the dealership multiple times.  There is a reason your salesperson said that ***'s cost more money; they have been inspected to not have these issues, the tires, the brakes, the battery, etc have met a minimum standard and should not have to be replaced within months of taking ownership.  I would have purchased a service plan for the brakes had I known they were not at the minimum level at *** should have discovered. I have owned 3 *** ***'s before and never had this many issues right from the start.  I reached out to *** ************* and they reached out to the dealer almost a month ago to have someone discuss these issues with me, and still no one has contacted me with any type of possible solution to these issues. 

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Arrowhead BMW,. On February 27, 2024, I purchased a vehicle from this dealership, and since then, I have encountered numerous issues that have not been adequately addressed by the dealership.Details of the Complaint:Transmission Problems: Shortly after purchasing the vehicle, I noticed issues with the transmission. Despite the vehicle being under warranty, the dealership refused to thoroughly check or repair the transmission, leading to ongoing problems.False Diagnosis: The dealership falsely diagnosed the car's issues, ignoring critical problems that should have been covered under the warranty.Check Engine Light Ignored: The check engine light came on shortly after the purchase, but the dealership dismissed it without proper investigation or resolution.Misleading Extended Warranty Information: I was informed that I could purchase an extended warranty to cover additional repairs and maintenance. I paid $1,500 for this warranty, only to find out later that it provided far less coverage than promised.Poor ***************** The dealership's customer service has been extremely unsatisfactory. They have failed to return my calls, have been rude on multiple occasions, and have refused to assist with the issues Ive been facing.Desired Resolution:I am seeking the following resolutions:A full refund of the $1,500 paid for the extended warranty.A thorough inspection and repair of the vehicle's transmission and any other issues that have been neglected.An apology from the dealership for the poor customer service and lack of support.I hope that the BBB will take this complaint seriously and assist me in resolving these issues. I have attached any necessary documentation, including receipts and communication records with the dealership, to support my claims.

  Business response

  09/05/2024

  Dear BBB Representative,

  We will have a response submitted to you 9/6.

  Best regards,

  Compliance Office

• Initial Complaint

  07/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from the dealership on June 27, 2024. Before completing the deal, I confirmed that the dealership would be sending me payment for the difference between the sale price and the amount of the check sent as payment for the vehicle. The check amount exceeded the sales price. I have attempted on several occasions to contact the salesperson and finance staff to get an update on the status of the check without success. Multiple messages and texts have gone unreturned.

  Business response

  10/01/2024

  Dear BBB Representative,

  Check #***** was issued on 7/26/24 for $3338 and cashed on 7/31/24.  We respectfully request customer email me directly at **************** for further questions.

  Our best,

  Compliance Office

  Customer response

  10/01/2024

  
  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

  05/17/2024

  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.

*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. ↩