Complaints

• 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

• Initial Complaint

  11/27/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We went in looking to buy a used car. We found one we liked and we're trying to negotiate a loan offer. I wanted to get the exact loan agreements I asked for (60months, around 500/month, ***** down, ) they got us 540/month for 60mo with ***** down, but with a high interest rate. We did not like that deal so we signed it along with the agreement that they could get us a better loan offer, if not we could turn down and walk away. We got the deal for 545/month with ***** down, but this time it was for 72mo with a lower interest rate. We thought we got the better deal but realized that it's not what we wanted. I refused to sign the Final Loan Agreement, arguing that it's not the deal I wanted and I want my money back. They said because I already signed the buyer's agreement I can't get my money back and that I'm the owner of there car. They continued to pressure and strong arm me into signing the contract, Saying things like "you have been here long enough, sign the contract" "I am trying to run a business, sign the contract". I felt very pressured by then and asked for some space, one of the salesman then replied "I'll give you 5 minutes, if you do not sign the Final loan agreement, I will cash in the application with the higher interest rate." I felt really pressured and hid in the bathroom. Until a relative came to come help us. We told them that the deal was off and we gave them the keys and everything as well as left the car at the dealership. After leaving we were messaged by one of the sales people saying this: "This is ***** at **** I am making you both aware that you are owners of the 2 series. I will cash your ***** contract tonight as well as have the car towed to one of your households. You will be mailed the bill for the towing. If not paid it will be sent to collections on both credit. You signed a legal law contract. If no response, this will be taking into further action". I currently worry that they will try to cash it in and go after both our credits.

  Business response

  12/03/2023

  Dear **********************************,
  I hope this message finds you well. I am writing in response to the concerns you raised regarding your recent experience at our dealership. Firstly, I want to express our sincere apologies for any distress or inconvenience you and your cosigner experienced during your visit to Arrowhead BMW.
  After thoroughly investigating the circumstances surrounding your attempted purchase of the used car and the negotiations that took place, we understand and acknowledge the miscommunication that occurred during the financing discussions. We deeply regret any pressure you felt during the process; it was not our intention to cause discomfort or stress.
  We have thoroughly reviewed the details of your case and have taken immediate action to address your concerns. As of November 28, 2023, the deal has been unwound, and the refund of $1,000 has been processed.
  Regarding the credit inquiries made during the negotiation process, unfortunately, once authorization is given to run a credit check, we are unable to remove those inquiries. However, we want to assure you that no further actions will be taken regarding the financing agreement or your credit status. Rest assured; the deal has been completely reversed.
  We value your feedback and take these matters very seriously. In an effort to continuously improve our services, we will be reviewing our procedures and training methods to prevent similar situations from occurring in the future.
  Once again, we sincerely apologize for any inconvenience caused and appreciate your understanding and patience throughout this process. If there are any further concerns or if you require additional assistance, please do not hesitate to contact us directly.
  Thank you for bringing this matter to our attention.
  Respectfully,
  
  

  Customer response

  12/03/2023

  
  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

  10/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  First, let me say that I truly appreciated my sales rep and the finance manager I worked with in general, as they come across as very personable, and I did enjoy engaging with them. So I don't want this to come across as a complaint directed at them. However, having said this, and after reflecting more, I feel I must still write this complaint regarding what I believe comes across as a deceptive practice when using the payment modeling tool on the dealership's website.The Arrowhead website helps consumers model out their monthly payments for vehicle purchases, they advertise financing rates based on credit score ranges. I have been a customer of *** Finance for over 3 years and previously had a 2.4% financing rate on my 2018 440i convertible when my credit score was 800+. Although I still have good credit, because I'm now carrying a 45% credit utilization, my score has dropped into the ******* range when applying FICO 8 auto scoring. According to the advertised rate on the *** site connected to Arrowhead, they reflect a ****% financing rate at 72 months with $1,500 down. I proceeded with my vehicle purchase (**** X3) but was not offered that lower rate. Instead, I was locked into a ****% rate. When I inquired to my sales rep about this, I was told the website rate was incorrect, and I was, in fact, getting the best rate with no dealership markup on it.Again, I want to maintain positive intent that perhaps what the dealership was telling me was, in fact, accurate. If that's the case, my issue is the practice with the modeling tool, in general, is deceptive. You cannot advertise a rate that a consumer qualifies for in all other aspects, only to then learn that the rate doesn't exist, and you end up paying 110 basis points higher for the financing.Regardless of where the fault lies, the practice needs to be immediately corrected. If contacted, I have screenshots of what the advertised financing rate is for my credit range to support this review complaint.

  Business response

  11/01/2023

  Dear BBB ************************************ team has reached out to **************** and feel that this matter is resolved.

  We appreciate the opportunity to review and respond to this matter.

  Best regards,

  Arrowhead BMW

  Customer response

  11/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, andI can confirm the complaint has been resolved. I had a telephone discussions with the dealership's compliance office who addressed my concern.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 6th 2023, I went in Arrowhead BMW and purchased a vehicle with my personal vehicle as trade, in the deal. I was offered $22,000 for my trade and owed $27,770 plus $933.00 Net Trade on my trade in, the vehicle I bought was $40,952 plus $1,610.92 and rolled over $4,767.00 to bring to a grand total of $47,329.92 including GAP for $1,200 and DOC fee of $539.00, ADEQ fee of $572.90 plus $4 and AADA *** of $25.00 bringing the car and deal to a total of $49,670.82. I was approved the same day with a ****% APR and a MONTHLY payment of $825.37 for 84 months beginning 11/20/2023 as stated on my contract I had signed. After a week of having the vehicle, I was called on Friday October 13th 2023 by "***************************" stating that I was not approved for the loan and "look at other vehicles" after a week of being in the vehicle already and was told to come back into the dealership on Monday October 16th 2023. On Friday the 13th I looked on Arrowhead BMW website and saw that the posted my trade in vehicle for $33,996 with a discount of $4,502 and brought it to $29,494. As I went into the dealership on Monday October 16th I was treated poorly and was also threatened by " *******************" and "***************************" that he was going to call the cops and report my the vehicle I purchased stollen. I continue to go back the 17th and on the 18th I went to go get my old vehicle back because I was no longer doing the deal and was not able to leave the dealership with it and had to come the 19th to pick up my old vehicle, Come to find out by *********** "*************************" and "*************************" that they had sold my old vehicle without getting my deal approved and did not have legal authority or documentation to sell my old vehicle.

• Initial Complaint

  08/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My wife and I put a deposit down on a new **** We had lost a vehicle in a car wreck and needed a replacement. We had purchased a vehicle in the past from Arrowhead BMW and went back there as a repeat customer. We informed them of our timeline and were told of a *** that was coming in the following week. We placed a deposit for the car. We were clear about our time line and needed a car soon. The next week we received a text message, not a phone call, from our sales agent simply saying there was a "stop sale" and the car could not be sold. Through investigation on our own we got in touch with the sales manager ******. He informed us there was a stop sale due to a recall and had no information on time line. We asked for our money back at that point and his response was " he would first like to get us into the car and earn our business and discuss this as a last resort." We continued to inquire about the date the car could be sold and received updates only when requested, and never with a timeline. I went into speak to ****** in person. At that time he told me the money would not be refunded. I received only a receipt for my deposit. I have no paperwork or contract regarding the deposit money that was provided. I sent a letter to whom I believe the general manager to be, a *****************************, and did not receive an acknowledgement or response. I'm requesting a full refund of my money. The dealership was aware of our situation. I do not believe their inability to sell us the car due to a recall should be grounds for them to hold our money. The fact that we had to work to get information, and it was not provided to us by the management team at Arrowhead, speaks volumes of the service their provide their customer. As a repeat customer I'm appalled at their level of care and service. We do not believe they have a contractual right to keep our money based on their inability to perform the transaction.

  Business response

  09/14/2023

  Dear BBB Representative,

  We apologize for the delay in response.  We will be uploading a response within the next few days.

  Respectfully,

  Compliance Office

*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. ↩