Arrowhead BMW Auto Repair Service

Great service!

Mike has gone above and beyond to make sure I am completely satisfied with my service. He’s the only one I can feel comfortable leaving my car with and knowing I will be taken care of.

Good job guys

Logan is a pro and a most valuable asset to your team…

Mathew was Awesome, polite, friendly, super knowledgeable!!! Thank you Mathew!!!

The best service every time I have come in. Everyone is always friendly and makes me feel important Thank you

Taylor did a nice job. But the service appointment was a lot longer than expected. I waited 3.5 hours for the vehicle.

Shane treats me well but he doesn't smile. Im not sure if he's having a bad day, but smile really makes a big difference. He gave me update on my car repair, he doesn't reply to text or email during our first contact.

Jef made sure that my service work was done correctly and on time. He treats the vehicle like it's his. Very happy.

Steve was great and always kept me up to date. Thank you for the patience while I worked with sales.

He is the only reason I am still using arrowhead for my service

Jeff is the best always friendly and he's on top of everything, knows already what the car needs and gets me in and out. Wouldn't come to AH BMW if Jeff weren't there.

Colleen Manumaleuga 3860 w Alameda rd Glendale Az 85310 ****-****-xxxx December 2, 2024 Management Arrowhead BMW Glendale, AZ BMW of North America, LLC 300 Chestnut Ridge Road Woodcliff Lake, NJ 07677-7731 Dear Management, I am writing to express my serious concerns regarding a recent and deeply disappointing interaction I had at your service center with one of your advisors, Michael Abreu. This experience not only failed to meet the standards I expect from BMW but also placed me and my disabled child in a potentially dangerous situation. During my vehicles visit, I noticed that my car had been sitting in the parking lot for well over two hours(via the BMW car finder) after the service was completed. When I called Michael to inquire about the status of my car and why I had not been informed that my car was ready, he very dismissively told me, “This is not a snap-your-fingers type of world.” This response was unprofessional and dismissive, adding unnecessary frustration to an already poor experience. I had service scheduled due to a check engine light and low battery warning and car not starting on Friday evening. He literally told me to make sure I turn the car off and lock it after each use?(something I hope every car owner does, especially a 49 yr old) The horrible smell coming from the AC was not addressed and is apparently normal and No fix for a known BMW issue, but I could address it for 570.00 to FOG my interior( i take extreme care and pride of my car inside and out, the interior only smells when the AC is on) and replace cabin filter. This issue while it may seem little, it's actually huge for me. I have a disabled child who can't handle smells and things that are unusual. He gets in my car and he gags, and has to wear a mask in my car. Picking up people to go somewhere is so embarrassing. Another thing, Literally nothing was done, I charged my battery Saturday and Sunday and his team tested it and of course, the battery tested fine because like I said we charged it for 2 days. Although we got conflicting information from both Michael and the service guy service guy straight up said battery's fine. It tested fine. We didn't need to do anything to it. Michael lied to me and told me that the reason why my car was sitting in the parking lot was because it took 3 hours for them to charge it. And then they ran some tests, and then they charged it again. I was also told he would do the brake fluid flush and service since it was due, and magically that didn't need to be done, either. And this took all day with no call or update. All they did was clear a bunch of warning lights. So now i'm assuming my battery is gonna magically die right before the warranty is up. Oh and get ready it gets worse. Adding to this issue, michael noticed a nail in my rear tire after retrieving my car at check in. Michael acknowledged the urgency of the situation, stating that it would be a good idea to address it soon to avoid a potential blowout as it was in a non repair area. I told my husband about it immediately and he then called and spoke the Michael and asked if he could put on the spare tire(we purchased with the vehicle)for safety. He assured us this could be done. When we finally picked up my car and left the dealership I was under the assumption the issues had been handled. However, upon arriving home, I discovered that the spare tire had not been installed, and I had unknowingly driven home on the freeway, with a compromised tire while my disabled child was in the car. This negligence not only jeopardized our safety but also completely shattered my confidence in the service provided by your dealership. BMW represents a commitment to quality, excellence, and customer care—values I did not see reflected in this experience. I am a loyal BMW owner and Michael’s dismissive attitude and lack of follow-through are unacceptable and require immediate attention to ensure no other customer is subjected to such carelessness. I kindly ask for a thorough review of this incident and for steps to be taken to ensure this type of situation does not happen again. Additionally, I expect a prompt response regarding how Arrowhead BMW intends to address this matter. Thank you for your attention, and I hope to see your dealership take accountability for improving customer safety and service, as I look forward to receiving my survey. Sincerely, Colleen Manumaleuga

Jef is very knowledgeable, supportive and committed to customer satisfaction. He went the extra mile to make sure I received the best support to help me with my service needs.

Ok

Great Service and communication , Shawn was authentic and genuinely understanding and was courteous in his service.

Troy has been an amazing service rep super helpful and knowledgeable.

He did an awesome job and thank you!!

Carmella is the best! I appreciate her as my advisor! Thank you Carmella!

I enjoyed dealing with Shane