Bailey Estrella

Arrowhead BMW should be at a higher standard but they Arrowhead BMW should be at a higher standard but they definitely are NOT! Here is my experience and grave disappointment with Arrowhead BMW. I Arrowhead BMW should be at a higher standard but they definitely are NOT! Here is my experience and grave disappointment with Arrowhead BMW. I purchased a 2019 Volkswagen Jetta from Arrowhead BMW, during the purchasing process the sale person agreed that the car would need the windows tinted and I made them aware that I need dark tint and have a prescription for such, the sales person left and returned telling me she has contacted the tinting department and that dark tint would not be a problem and I would not need to have my prescription with me at that appointment. I was almost finished signing the documents and was made aware that the car had been in an accident that constituted front end repairs. When I return to pick up the car I noticed that the sunglasses compartment was hanging opened when I tried to close it I found that the latch was broken, I started the car and immediately a warning flashed on the instrument panel letting me know that the key fob battery needed to be changed. I contacted the sales department right away and made them aware of both of these issues and was told that they would be addressed and rectified, i was never called or given notice on the repairs. I was never contacted about the tinting appointment, instead I was left to call the dealership multiple times inquiring about the tint and repairs. My self and my two daughters made plans to visit Florida for an event and to go to universal studios, sea world, disney and a few small attractions in the Orlando area. My oldest daughter went to the parking garage at the resort we were staying at to retrieve an item from the 2019 Jetta, she returned frantic as she discovered the passenger door on the car did not lock!! I was forced to park the car as close as I could to a wall to secure it and our safety. I had to gift and sell the park tickets and forgo our planned events. My family only does a trip like this once every 5 years, my children never got to do any of the attractions, I drove 43 hours one way and paid to stay in a resort to sit and baby sit a car I bought from a BMW dealership. By the time we do another trip my oldest will be 24 and my youngest 12 and I can guarantee it will not be of this caliper or in this location. This was a huge disappointment but I could not risk having the car stolen, destroyed, or worse an intruder in the car. My last call to Arrowhead BMW was answered by Jeremiah, a manager in sales. He was prompt to secure a timely tinting appointment and direct me to a near by volkwagon dealership to take care of the other “issues" including the lack of a locking door, the broken sun glass compartment, and the key fob batteries on Volkswagens Warranty. I went to the volkswagon dealership to learn that the alarm I thought was on silent was not, it was in fact never working as the car was not locking and was never secure! They has to order parts to repair the passenger door and sunglass compartment and made me aware there would be a charge to repair the key fobs. When I came back into Arrowhead BMW on December 10th at 1130am for my vehicle to be tinted I brought my prescription for darker glass and asked that the key fobs be fixed there as it was their issue. The assistant (Rocket) told me he was not sure they could do anything about the fobs. I had requested a loaner car when I made the tint appointment. When getting the loaner I was advised that I would need to replace fuel and could only drive the car 75 miles a day before being charged. I live over 100 miles from Arrowhead BMW, although I was told the tint would only take a few hours this was a concern. About an hour after we left in the loaner car I received a call from the person tinting my windows he said he only has limo tint and 35% tint and had seen my prescription in the car but could only use what materials he had and that no one had contacted him to inquire about darker tint. When I bought the car the sales staff had told me they had contacted their tinting department and the darker tint would not be an issue as a matter of fact they told me I would not even need my prescription to get it done, this man said the very opposite. I was in a bad spot as it had been a month from the original agreement and I had suffered many migraines as a result of driving this car, he tinted the windows with what he had. I will now have to have it redone at my expense. Approximately one hour after this conversation we called to see if we could get the car and was told to pick it up at 6pm. I had made a follow up appointment at the volkswagon dealership to get the door lock repaired on the same day as I live over 100 miles from these locations and had waisted a lot if money and time already on this. I had no choice but to reschedule with Lund Volkswagon and make yet another trip and a day off to get this car in order. To say that I hold BMW and Arrowhead BMW to a higher standard is an understatement. Their treatment thus far has been sub par at best and to be compared with a pay as you go corner lot in down town Phoenix. The customer service has been absolutely poor and severely unprofessional until the call with Jerimiah. I purchased a 2019 car from a BMW dealership that had not been gone over! The alarm does not work because the door does NOT lock, the key fobs both had dead batteries and the sunglasses compartment was broken. I fear what else is wrong with this car. Has it been serviced? Were the repairs done by a professional? I have deriven back and forth 100 plus miles each way and everytime filling the car with premium fuel at an exorbanant price, waited a month for tint that should have happened in days, suffered migraines, payed for and completely lost a once in a lifetime family vacation, and had my children in danger. I am gravely disappointed in Arrowhead BMW and BMW in general as I held them to a higher standard and quality. I still have to drive back and forth (200plus miles round trip) on my dime, take the time off and away from my duties and family, and put miles on a car I just bought to have the repairs done on warranty at a different dealership than where I purchased the vehicle. Update: When I took the car to Lund Volkswagon (peoria volkswagon) They discovered that the door had bern taken apart, meaning that Arrowhead BMW knew the door needed repairs. The service person looked st the new window tint that BMW had JUST applied and pointed out that there were large bubbles in the tint. He advised me that those would cause the tint to fail and peel. He was correct the tint is now peeling as if it were done on the side of the road by a untrained budget installer with cheap dollar store products! As of 01/13/2022 I have still not received any contact back regarding the complaint I submitted to Arriwhead BMW in early December! Save yourself buy from a reputable dealer. More

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Great experience! The team at Arrowhead is fantastic! I won a 2 year lease in a raffle but wasn’t sure I was going to take it as I had just recently purchased a car. Th The team at Arrowhead is fantastic! I won a 2 year lease in a raffle but wasn’t sure I was going to take it as I had just recently purchased a car. They patiently waited and worked with me to do what made sense. I ended up taking the lease and am glad I did! The car runs so smoothly and is a joy to drive. Bailey and the rest of the team we’re great to work with. More

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