Arrowhead BMW

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.

Amanda was great to work with. Very professional. Thank you

Like always, Great service.

Outstanding

Outstanding service and great people Thanks

The only words for Carmella are absolutely wonderful!

Devin is always friendly, helpful and timely during any service I've had at Arrowhead. No one looks forward to vehicle service, but I will be happy to work with Devin again.

This is the absolute best service we have had. Communication was excellent all along the way - from the first phone contact thru completion of the work. We give it 5 stars!!!!

My appointment was at 8 am., they arrived at 930 am . Just would have been nice to know this in advance as I woke up early for the appointment.. I also advised the person when making the call how lately due to circumstances my time has been limited. Normally I’m more than thrilled with everything at BMW . The his has been a difficult time is all .

Sean was great. He was friendly, thorough and efficient.

Steve Emery did a great job keeping us informed while the vehicle was in the shop

Shane was professional and attentive. Thank you.

I brought my car in at 6:45am. My service advisor, Sean, did a great job. Had I waited for my service to be completed,I would have been there 8 hours. I called twice to check on when my car would be ready and was told my advisor would call me right back. Didn’t happen. I expect more from your dealership. This is the second time something like this has happened.

Excellent customer service

Devin was awesome! He took care of exactly what I needed. Thank you for your help.