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.
Mike is awesome. Matthew is helpful too.
Nice Job, Nice Dealership,
Nice loaner, Nice Svc writer.!
When I’m in the market for svc, or a
BMW, I will definitely give you a shot.
Completed maintenance and explained work very professionally.
Our service advisor. Colin WAre was amazing when above and beyond we will always continue to come back to him at Arrowhead BMW thank you!
Jay was very friendly, courteous and helpful. He made the process easy and everything went smoothly.
I brought my car in for routine maintenance, and was told that it would only be a few hours. I received the video report by 10:00, where a coolant service was recommended. By 4:30 I had to call to see if the car was ready because I received no additional follow up from the dealership. Since I don’t have many days off and I already had to push this appointment out past warranty date due to no availability with a loaner vehicle I would have elected to have the additional service completed if I had been contacted about it. When I arrived to pick up my car and went to pay, I was only then informed that there is an outrageous 30% service charge to use a credit card. This information should have been communicated at the beginning of the appointment so that your clients can opt to have service else where rather than being forced into providing a debit card after service has already been completed. Further when I got home I realized the dealership had taken my license plate cover off from a different and replaced it with an Arrowhead one, which is completely unacceptable. I did not buy this vehicle from Arrowhead and will not be servicing it here in the future. I am currently exploring options to trade my X3 for an X5 and after this appointment I will not purchase from Arrowhead.
Jay was great to work with. He was very accommodating with a great sense of humor and got the job done well.
Knowledgeable, friendly, helpful.
Good service as usual. Thanks.
Shane was amazing. He made sure to make me
Feel prioritized. I never had to reach out to him first, he kept me well informed. He was amazing
Professional and knows what he is doing
Manny was truly amazing to work with! From the beginning, he was incredibly helpful, understanding, and attentive to both me and my car’s needs. He took the time to explain everything clearly, made sure I felt informed throughout the process, and genuinely went above and beyond to help find the best solution. You can tell he truly cares about his customers and the quality of service he provides. I really appreciated his professionalism, communication, and willingness to work with me. Overall, it was such a positive experience thanks to Manny!
Great service at BMW Peoria
Joe did a fantastic job as always. Bringing a car in for service is not generally thought to be a fun experience but everything about this experience with positive. It was easy and quick.
I really like Manny. He’s great!
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