Arrowhead BMW Auto Repair Service

Shane was excellent in taking care of us I believe he went way beyond my expectations of dealing with a dealership I would recommend Shane to any one that is taking their car to Arrowhead BMW he was on top of everything that needed to be done & taken care of on my visit I think Shane is a great addition to the Arrowhead team & would hate to lose him as my service guy

Very nice and helpful!! (Too cold in waiting area! I was freezing!)

Steve expanded the process to me beforehand, gave me a timeframe, and notified me when everything was done. This is how it should be done. No complaints.

When I called to set up an appointment they indicated they would be able to change out the battery in approximately 1 hour. They also indicated that they did not have that many cars scheduled for service in the afternoon. I arrived promptly at 1:30, however they were struggling to get me completed by 3:00. There was no multi-point inspection no car wash. I indicated to the service professional that I needed to be out by 3:00. Expectations should have been set in the beginning of our conversation if they were not able to provide service in a timely matter. I could have rescheduled at a different time. Also while waiting for my car I was approached by a salesperson asking me if I was interested in test driving a new vehicle. I understand the process you're there to sell... But that was not the purpose of my visit and was annoying as it came off as being very scripted. I will certainly try to use an independent service professional in the future and I will certainly not purchase a car from your establishment. On another note the service advisor Mr Harrington was professional it was not his fault that there seemed to be an overscheduling of vehicles to be serviced.

Amanda went above and beyond to ensure I had an awesome customer experience. And was very helpful throughout the repair process.

They told me it was going to take two hours to finish and it actually took four and there was no communication to let me know

Excellent service! Devin was wonderful.

Responsive. Listened. Followed Through. Made sre issues were addressed. Professional.

Josh was excellent. Very kind and personable. However the reality is, I spent way too much on repairs for a car that is still not 100% or even worth the money spent to fix SOME of the issues?!?! Diagnostics did not identify the issues once.. but 4 different times over close to 3 months?!? and if it had all been found from the start as it should have been, I would pulled my car out of there within the first few days and would have invested in a new car (at that point most likely another BMW. But now I can confidently say, I will never go with BMW again)vs fixing this one, which still has some costly issues to deal with! I also was without my car for almost 3 months and once ready, they couldn’t even find a way to bring the car to me…I had to come get it. This last action told me what I already knew, which was Arrowhead BMW did not care about me as a customer at all. Even everyone I share this entire experience with are shocked by how I’ve been treated and what I was charged, as like me expected an WLA acted or higher tier level of knowledge and customer experience from the likes of BMW. This is a very simplified version of everything that’s happened but I can honestly say I have never ever had a worse experience and I’ve had some really bad service throughout my life.If it wasn’t for Josh, I would be so more irate and making a lot more noise on what has happened! As for Mike A. He has 0 people skills, lacks appropriate communication and was very rude to not only myself via text but also my elderly mother in person!! He has no business helping people with what is such a vital part of everyday lives, ie our transportation!! I only worked with Josh initially because Mike A. wouldn’t take my calls or call me and have a conversation from the very start! For the money I spent you would think even faked value and/or appreciation would apply. He couldn’t even pretend to have empathy or care for my situation. For example, he had the nerve after telling me they needed more money for the 3rd time, that he had other customers who could use the loaner…because I was taking a few days to establish whether the cost was even doable for me. I know service advisors typically make commission, so I sincerely hope that any commission made goes to Josh, as Mike did absolutely NOTHING and doesn’t deserve any $ made off of me for merely being assigned to my car! That is where his involvement started and stopped, outside of completely disrespecting me and my family. I fully intend on writing a more detailed and well worded letter/review on my experience. Im fairly certain my feedback won’t matter much, but I can not and will not stand by and take the way I was treated and how some employees handled my business. I am beyond disappointed and pretty much disgusted. Josh really was the only positive in this entire experience and I hope he is valued and recognized because without him there to clean up and try to repair/fix mishandled issues, I’m pretty sure you would have close to 100% of your customers escalated and business losses on a daily basis! Had I been sent a text for a Survey on how Josh did, I may have provided a slightlydifferent response.

Mark is always friendly and responsive to all my questions very knowledgeable about what needs to be done for my car and what to expect from the service provided. Great job all around, we fully recommend BMW arrowhead.

Joe did an amazing job as always. He always goes above and beyond.

Soon as I got my car back the engine oil light came on even though they claimed they checked it

Excellent service!!!!

Kind. Helpful. I'm extremely grateful.

The drop off and PU time would be nice if they were shortee

Mike was one of the best advisors I have had the pleasure of working with. He took extra time with me knowing that I just purchased this vehicle a week ago. When needed I know I can count on Mike to assist me. Bob Boston

Mike gave great customer service from the beginning all the way opening and closing my door. Loved the video inspection the mechanic did with my BMW. Also liked the great customer callback service from Abigail who gave me a couple of ways to get my car serviced for what I thought was going to be a major problem but turned out to just be the battery. This is my first BMW and called 2 other places that are not opened on the weekend and your dealership got me right in. Will be getting my future scheduled maintenance at your dealership from now on.

Joe was fantastic to work with, and his guidance was exceedingly helpful. Our disappointment is that the dealership did not do more to support the warranty process. We would have expected a warranty manager/director (or higher, if needed) to get involved and support the navigation of how to successfully work through BMW NA to gain a positive outcome with our case. Instead, a lot of incorrect assumptions were made through the shop technicians alone, and all without our input or opportunities to meet with the decision makers which were in play. In the end, we were left to contact, coordinate, and negotiate with BMW NA directly over the course of a week, through much stress and strain. We were ultimately successful in our negotiations with BMW NA, which further emphasizes the disappointment that our experience with the “live human” contacts at Arrowhead didn’t go further to navigate the process and decision making directly and in a more expedient manner. Additionally, we weren’t offered a loaner car, or any other compensation from BMW for the loss of vehicle, loss of time during warranty coordination, and overall stress caused by BMW during the warranty evaluation. This was our first time working through a warranty issue with BMW, and we are disappointed in the lack of customer engagement and with the overall poor tone taken with the customer. This experience does not align the BMW brand, and is disappointing to see from a supposedly premium auto manufacturer. Overall sour taste left in our mouths after this experience, particularly compared to the likes of Subaru and Toyota, both of which went above and beyond to support the customer in similar circumstances by being accountable for their products, positively engaging with their customers, timely in their decision making, and compensating for inconveniences caused by poor product performance (loaner vehicles, service credits, even a leather bag as a gesture of accountability to customer value). We would work with Joe again, hands down, and this commentary is not a reflection of Joe or Joe’s direct support. Instead, we sincerely hope this feedback is taken in the context of dealer level and BMW level awareness and focus on the need for overall better customer support, warranty claims navigation, and accountability for product and customer value.

Mike Abreau is great!

Shane was great.