Arrowhead BMW Auto Repair Service

This is in no way a criticism of the service advisor Amanda. She was actually fantastic and did her job well. This would probably be more on the tech. I asked to have a lug nut removed that had become stripped when trying to be removed due to previous technicians’ over tightening them. I thought it was done at Arrowhead but actually it was another dealership that had done it. So when asking the cost to get it removed is when I was given a $400 dollar price tag. Remind you it is the nut itself not the stud that had stripped. I was told this price was due to having to drill, etc, etc. This is insulting in the fact that I would believe this work to be necessary and that I do not have any knowledge about auto mechanics to throw that kind of work and dollar amount. You can’t tell me in probably one of the higher end service bays (BMW service) with equipment, doesn’t have an extractor socket that takes almost no time at all to remove this exact problem? In the end the impact wrench was able to get just enough bite to remove it so problem got solved which I am grateful for. I always take my vehicle to a BMW dealership for service because I have always had a great experience. I never feel like I am tried to be upselled with unnecessary service. I am shown exactly the issues with proof. I always feel like a valued customer. That is why I figured I would just have you guys remove it since I’m already in there instead of buying the extractor socket myself and doing it. This time was not that way at all. I can’t stress it enough, Amanda was great. She is telling me what a technician tells her. When she told me the $400 dollar service I was annoyed that seriously anyone could believe they could try and push that thinking I would believe it. She was professional and the entire time I was there (2 1/2 hours) she was constantly working, walking back and forth to the bays. Seemed like she was busier more than any of the other ones.

Devin took care of my request. He is fantastic, and no doubt about that. But please let your service personnel know they should complete the job order requested. For example, I asked for tire rotation and balancing. The tire was rotated, but the pressure wasn't adjusted. The front tire pressure was reading 39 while the back was 33, which means the tire was just rotated. And I had to pay 120$ for this half-completed service. I dialed the service center to ask for reasoning, and my call was put on hold with no courtesy to call back. Asking me to drive back again to a service center is ridiculous. I have other appointments to take care of, and my job is not to shuttle back and forth to fix problems from your end. And I'm 100% sure that nobody will take care of this. So this is my second bad experience with Arrowhead BMW.

Mark L. Was great. Very professional. Made everything run smoothly. Great job. Looking forward to working with him again.

Joe Lazar is the best service advisor that I have ever worked with. He stayed on top of every subtle nuance in the repairs of my 330e and they were extensive.

Carmella is always willing to provide the best satisfaction as it relates t customer service. She is a delight to work with, and I always feel comfortable speaking with her about any issues relating to my car because no matter how busy she is, she is approachable, and she keeps me apprised of any issues or delays.

Excellent service from Mr lauer

I am completely satisfied with thr service that I was provided

Excellent service????

Outstanding work and taking care of my needs

I always ask for Devon when I bring my car in. He does everything for make the appointment as smooth and productive as possible, and definitely goes above and beyond, even to putting air in my tires. He’s EXCELLENT at his job.

I know I am in good hands with Michael Abreu. It is a pleasure working with him!

No one called me back to follow up with me on if my extended warranty covers the emergency malfunction light or to tell me I need to pay out of pocket to have it fixed.

I felt very comfortable with Steve. He was cordial and tookmmy car for servicing impromptu and kept me appraised of the situation every so often. Keep up the good work Steve.

Kevin is wonderful to work with Dr. Douglas B

Great job Steve@ ????

Steve was very helpful and friendly

Thank you

He was great. He dispelled the preconceived notions of dealer service people. High integrity aand good customer interface. Much better than Seattle dealerships we have used.

Mark was great to work with! Thank you for washing and vacuuming the car! My wife will be very happy!

Sean was very helpful.