Carmella again goes above and beyond!
Manny is great, thank you
Joshua did a great job - our car was completed sooner than we expected too. We weren't looking forward to having to use the courtesy car, and we're able to turn it back in just a couple hours after picking it up.
Had an exceptional experience with Troy. He explained things in advance, so nothing was a surprise. Always love to see Brent, he is my favorite guy there… The young man who sent me my undercarriage video did a beautiful job. It was thorough and so smooth and understandable and it was sent to my correct phone number. I always love to see Carmella… Really appreciated the loaner and the people who detailed my car did an amazing job. I was very appreciative that. Also appreciative that some of the repairs were value priced and somewhere under warranty. Overall, super great experience!
i have been a customer for years, and i want to say that my Service Advisor Colin Ware is the best and most caring advisor i have ever had. He is a great asset for Arrowhead BMW, and i would follow him anywhere.
janine & Terry Rowse
Peoria, AZ
Outstanding service by Steve and the mechanics. The pick up and delivery service makes it easy to use your company. I live 45 minutes from your dealership and would probably use a more local service if it were not for this service. Thanks
Josh was absolutely great taking care of my car.
Joe is simply the best in the service industry. He is professional and knowledgeable with all BMW products. I would follow him to any dealership in the state of Arizona.
His commitment to excellence in customer service is world class and noteworthy.
I truly enjoyed working with Troy. He was professional, courteous, knowledgeable and honest.
Did an excellent job looking after me.
Colin is an exemplary vehicle service professional. I enjoy working with him every time I visit the dealership for maintenance on my wife’s car.
I have had a lot of good and bad experiences at arrowhead BMW, some of them make me feel like I no longer want to give my business to them, but John was so professional, kind, efficient, and accommodating that I genuinely would return to arrowhead BMW for my next vehicle just to have him working on my cars. I have never once had a service at a dealership where the service person wasn’t pressuring me into something I didn’t feel was necessary, but Jon explained all the options and explained why I might or might not want to get certain things done to my car. I cannot say enough how happy I was with the experience.
Appointment was made a week prior. The appointment was for 10 AM. The vehicle was brought in early at 9:30. The vehicle was scheduled for an oil change in rear brakes during the intake. Joshua asked if we would like to have the vehicle washed. I said yes he said the estimated finish time will be one or 1:30 in the afternoon 345 comes around and I have not heard a thing so I called. He then said you know what let me call you back in five minutes 45 minutes goes by. I am headed to the dealership two minutes away when he calls and says hey sorry but there was a delay. We will have it done by the time we close. I said well I’m 2 minutes away you said you would call me in 5 minutes 45 minutes ago. He explained why there was a delay to which I replied that was something that they should have made me aware of long ago. So I said I will be there and wait. Joshua then comes up to me after I’ve been there for a while and says that they’re putting oil in the vehicle which to me is odd since they’ve had the vehicle the entire day and is barely doing that but then also says that they still need to wash it again the vehicle has been there since 9:30 AM. You’re coming to me at 5 o’clock and you haven’t even washed the vehicle yet. You’ve had all day to do this so I said don’t wash it. I will take care of that myself. I need to leave. All of this could have been avoided with very simple communication. To say I am dissatisfied is an understatement because I expected more out of a BMW dealership. Now here we are two days later and something that apparently requires immediate attention on the vehicle is barely being told to us. We would like a call to discuss this this from someone in charge.
The customer experience was not great. I did not enjoy my experience at this dealer. I felt disrespected and misjudged because of my age. I felt as if I was made feel incompetent and like I didn’t know anything. When I first arrived the “tire specialist” said “do you even know when’s the last time you put tires on this car”, what happened hi, how are you, my name is…” felt very off putting and his tone was rude. Now on to George, I understand I was late for the appointment but I called to let them know I would be late and if we had to reschedule that’s fine and we can do that. I was told it’s not problem there is nobody after you. Okay so I make my way in, the interaction w George was okay at first and as it continued I was made felt like I was just some young kid and had no respect given. I was told over the phone I would either be provided with and uber or a loaner vehicle. During the interaction George asked me “do you have someone picking you up or are you waiting” then asked me where I live, I said about 45mins in Goodyear and that was completely disregarded. No uber or loaner was offered I was there from 7:30-11:45. Nobody offered me anything. Not even let me know about the coffee/snack bar. I ubered and ubered back on my own with my own money. Once I was back in the building and George knew I was back because we eye contact serval times while I was sitting waiting for another hour after returning back. He goes up to me and says “ didn’t you get my call or text” I had no text or call indicating my car was ready to be picked up. My problem, if he knew my car was ready and saw me why didn’t he get up and let me know the car is ready. I just don’t feel like I was treated with respect where I feel like if I looked like a grown **** man, the whole experience would’ve been different. Just because I’m young does not mean I’m not a PAYING customer. And should be treated like any other customer walking into the dealer. The whole experience makes me not want to visit that dealer or even be a BMW driver.
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