Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/15/25 a mobile repairman came to my home from this dealership to fix the airbag due to a recall. To fix the airbag, he had to disconnect the battery. Some *** models have a lockout feature when the battery is disconnected. It is a security thing. The car will not start until *** goes into the computer and unlocks it. My husband has talked to ***** ******* several times and he said we could pay to have our car towed down there and pay for a diagnostic test to find out what is wrong with it. We shouldn't have to pay for anything. Our car was working perfectly fine that morning before the tech came out. We provided ***** the proof via a ****** search that certain models have this is issue but he claims he has never heard about this. I believe he is trying to blackmail and extort money from us by refusing to fix our car and make us pay for them to 'diagnose' the issue. This is outrageous. I have not had a car to drive for almost a week now and have been stuck at home unable to attend to one of my businesses. We have provided them proof of this feature and they refuse to fix my car. I don't trust this dealership anymore to even fix my car, especially since they are acting like they don't know anything about this. Honestly, this borders on criminal behaviour.

  Business Response

  Date: 06/02/2025

  Dear BBB Representative,
  Thank you for the opportunity to respond to this complaint.
  This vehicle was serviced on May 15, 2025, under an airbag recall. As part of the required procedure outlined by ***, the battery was temporarily disconnected. We complete this exact recall on multiple vehicles each week without issue, following the same manufacturer-directed process.
  After reviewing the customers concerns with our technician and internal team, we can confirm that there is no known lockout feature triggered simply by disconnecting the battery on this model. We have not encountered this issue on similar vehicles, nor is it referenced in **** official procedures.
  Our technician, ******, reported that the customer was hostile during the visit and again when we attempted to return to inspect the non-starting condition. The situation escalated to the point that the technician did not feel safe returning to the property.
  We have offered to tow the vehicle to our dealership for inspection. We explained that if it is determined that the issue is not related to the recall repair, the customer would be responsible for the tow and diagnostic cost. The customer acknowledged this and said they would consider the offer and get back to us, but we have not received any further communication.
  We remain willing to inspect the vehicle at our facility. However, it is a 20-year-old vehicle with over ******* miles, and unrelated mechanical issues are not uncommon on vehicles of this age.
  Please let us know if any further information is needed.

  ***** *********

  Service Director

• Initial Complaint

  Date:04/21/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against Arrowhead BMW, located in ********, **, due to their unethical and unprofessional handling of a vehicle purchase agreement. I placed a deposit on a 2014 **** with Arrowhead BMW on February 8th, 2025 and signed a purchase agreement. However, despite this agreement, Arrowhead BMW sold the vehicle to another customer without notifying us, resulting in significant inconvenience and financial loss.Details of the Incident:On February 8th, we placed a deposit of $2,060 for a 2014 **** and signed a purchase agreement.We planned our trip to *******, **, relying on the availability of this vehicle for transportation.On February 15th, at 9:30 AM, just hours before our flight, we received an email from *******, a representative of Arrowhead BMW, stating that the car had been sold to another customer who had also placed a deposit.We were left stranded without transportation, causing us to incur unexpected expenses for a rental car and ride services.We attempted to communicate with the dealership multiple times to resolve the situation. While the General Manager, ******, arranged a Lyft for us at one point, no further compensation or resolution was offered.Our deposit was not returned until February 20th, despite the fact that the dealership had clearly mishandled the transaction.Due to Arrowhead BMWs failure to honor the purchase agreement, we incurred the following costs:$225 for a three-day car rental through Turo $75 for Lyft transportation to and from the airport Total: $300 Request for Resolution:I am seeking reimbursement of $300 to cover the additional expenses we incurred as a direct result of Arrowhead BMWs actions. I believe this is a reasonable request given the significant inconvenience and financial burden caused by their failure to honor a signed purchase agreement.

  Business Response

  Date: 04/28/2025

  Dear BBB Representative,

  Our General Manager has reached out to resolve this matter.

  We appreciate this matter being brought to our attention and grateful we were able to bring resolve.

  Our best,

  Compliance Office

• Initial Complaint

  Date:03/22/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/25/24 I purchased a vehicle from the dealership with a 2-year 24k mile service contract. On 1/12/25 I traded in that vehicle at a different dealership and drove to arrowhead bmw and provided the odometer disclosure that I was informed would be required to process the vsc refund. Told this process could take 6-8 weeks. 2/28/25 I followed back up with vsc company who informed me that they had not received any notice of cancellation. I drove to the dealership that evening as I was not receiving timely assisted by phone. Finance manager **** ******* assisted, resubmitted the information to the department at the dealership that handles the cancellations.3/14 I followed up with the dealership to confirm everything had been processed. Response same day from ****** ****** confirming and was told the check was pending approval. 3/20 a check for $201.63 was received. I again called on the phone but did not receive timely assistance. When I got off from work the evening of the 20th I again drove to the dealership and was greeted by ******* Echo (who I believe is a member of the sales team). I explained the situation and was told to hold on while he went to get assistance for my issue. After some time passed, I was told they were too busy but my info had been shared and I would hear from a *** finance manager by the end of the day, this did not happen. 3/21 at 502am explaining the situation. The dealership just shared the amount they received from the vsc company. I again drove to the dealership and dealt with ***** ****** sales manager. The *** company sent an email to the dealer advising the outstanding $894.84 amount which has not been paid. They again did not remedy this. I feel I would have been robbed if I didn't follow up and the dealer didnt even investigate my concern of the payment amount. Due to this I believe the dealer has operated in bad faith. If I do not receive my money immediately, I will pursue legal action against the dealer.

  Business Response

  Date: 03/31/2025

  Dear BBB Representative,

  The customer has received a full refund of $894.84. The concern was a delay in processing the cancellations, requiring multiple visits to the dealership and additional effort on the customers part to resolve the matter.
  I have reviewed the situation with my team and reinforced the importance of handling these requests promptly. Moving forward, I have instructed my staff to escalate any similar concerns to me immediately to ensure a timely resolution. Additionally, I assured the customer that I would conduct a thorough review of our process to prevent this from happening again. I took full responsibility for the issue, apologized, and the customer appreciated the acknowledgment.
  Please let me know if any further information is required.
  Best regards,
  ***** ******
  General Manager

  Customer Answer

  Date: 04/05/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:02/17/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 17th, 2025, I went to Arrowhead BMW in **************** to look at a 2021 ***** Civic Sport car they were selling. I test drove the car and liked it. My mother, *******, then spoke with **** at the dealership all day negotiating the price. We then agreed on a price of $20,687.99 to purchased the car (price is different from photo as they agreed to remove the LoJack fee). I was going to bring them a check for the car on Monday, February 17 2025 as banks were closed on Sunday and I couldn't receive a cashiers check until then. We offered to put down a deposit of $3,000 for the car but they stated that they do not take deposits on used cars. That's unheard of for any dealership to refuse the deposit but **** told us not to worry and that he would hide the key and they would hold the car for us.The very next day on Sunday (2/16/25), we received a text from **** saying that the car had been sold to someone else. Did not even offer an apology, just an "oh well". This is very shady behavior for a dealership and extremely unethical. We let **** know this and he couldn't even bother to respond to us. The ** of the dealership stated since we didn't put down a down payment (which they refused!), we technically did not have a deal.I would like an appropriate apology from the dealership and for them to find me a car with better or equal value at the price that we negotiated with them. We wasted our time and energy with them and deserve to treated correctly with proper customer service.

  Business Response

  Date: 02/25/2025

  Dear BBB Representative,

  This matter has been resolved.

  Our best,

  Compliance Office

• Initial Complaint

  Date:02/05/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2023 ******** CT5 and received it on December 24th 2024. I was told that there were 2 key fobs . **** txted me on December 18 stating that the car was picked up by the shipping company and he gave the shipper one key and is having the 2nd key mailed to me by tomorrow. As of today February 5th I still have no key. When asked arrowhead cant provide a tracking number for the key and **** stated by txt that the key was shipped and since they lost money on this car his manager wont allow another key to be sent, and that the key fob was never promised as part of the deal. Unfortunately this was part of an implied contact that the law does apply to, Despite these assurances, I have yet to receive the promised key fob. The dealership has been contacted on several occasions to no avail .I request that Dealership provide me with the promised second key fob as originally agreed upon during the sale of the vehicle. I am also requesting reimbursement for any costs I incur to have the key fob programmed, if applicable. I am open to discussing alternative solutions, such as a fair financial compensation for the missing key fob, if the dealership is unable to provide a replacement.

  Business Response

  Date: 03/24/2025

  We have been working diligently with the client to bring resolution to this.  We had our vendor Car Keys Express at Mr ****** home this morning and unfortunately due to the make/model of the vehicle they were unable to create and program a second key.  Client is communicating with his salesperson here and he is going to his local Cadillac dealer in ******** to get a second key.  Once he has receipt he is going to send that to us and we will reimburse him for this.  We hope final resolution is next week, however at this time we are waiting on the customer.

  Thank you.

   

  ******

• Initial Complaint

  Date:01/23/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Around December 2024 I was shopping around for a 2024 ***** TX350 Premium trim. I came across an advertisement for a silver ***** TX350 Premium in ********, ** (I attached the documents and screenshot of the advertisement). On December 12, I decided to purchase my ***** TX350 with Arrowhead BMW even after they refused to take off the LoJack GPS that I did not want. I let **** know with the holidays coming up I was going out of town and would not be able to pick up the car until I was back in town. This was an out of state purchase by the way I had to fly in from ** to pick up the vehicle. I asked multiple times about the additional fees, the Car Fax report, and the percentage of the tint on the vehicle, the location of the **** and the transferring of my FL tags and I was told ******** would provide that information to me. It was like after they received my wire transfer, and I signed the initial paperwork it was hard to get a hold of ******** or ****. On Jan 10, 2025, I flew in to pick up my vehicle I still did not have any answers to my questions or receive any call backs. I have called their office over 15 times. Here are all the issues I found with Arrowhead BMW. I would like the dealership to adjust on my financing price or provide explanations to the fees: ?LoJack- $499 (not located on the battery where ******** mentioned once vehicle was checked at ***** dealer)?Delivery, processing and Handling Fee- $1350 (was already paid by previous owner and dealership. I should not have to pay this twice) ?ADEQ fee- $1.75 (That is a water quality permit fee for AZ. Why is this a dealership fee?)?AADA Fee- $25 (AZ automobile dealers association fee. Why am I paying for this?)?Additional Fees- $829 (Need a break down of these fees being paid.)?After Market tax- $42.42 (what are these taxes for?)?First and major issue the vehicle was NOT a premium trim it was a base model. That is a difference in price roughly $5,000 in AWD. So, the advertisement was false.

  Business Response

  Date: 02/11/2025

  Dear BBB Representative,

  We will provide a final response, shortly.  

  Our best,

  Compliance Office

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I found a vehicle (***********************************************************************************************) on the Arrowhead BMW website and scheduled an appointment with ******** to see the vehicle. Upon arriving at the dealership on November 5 I was informed that the vehicle I was looking for had been sold, despite it still being listed on their website. Multiple times during the process of buying my car I asked why the black car was still listed on their website and was told that sometimes they dont update on the website immediately. The vehicle has remained on their website and dealer lot various times since I purchased my vehicle. ******** showed me another vehicle, the one I ended up buying, which was a non-certified pre-owned 2021 *** 330i. During the process of buying the car I asked about if the vehicle had a spare tire or an air compressor, and was reassured that the vehicles had run-flat tires and didnt require an air compressor or spare. Sunday morning on my way into work I got a flat tire and found out then that neither of the rear tires on my car were run-flats. I also found out that they were all-season tires. My car was taken to ******* *** Camelback to get a new tire. I called Arrowhead BMW and spoke to ****** and he told me to bring my receipt from *******, and that they would replace the other tire and get the one that I paid for taken care of. Today, November 25, I went to Arrowhead and they put the tire on the passenger side of the car on, but as for reimbursement, they couldnt do that because, in Nathans words Vehicles that arent certified arent guaranteed to have run-flats. and I can ask ***, but if she says she didnt tell you theyre run-flats then its your word against hers. He spoke to us in a very condescending manner and reneged what he told me. I feel as though I was bait-and-switched, and I am positive that I was lied to multiple times. Upon trying to make things right, my father and I were insinuated to be liars.

  Business Response

  Date: 12/03/2024

  Dear BBB Representative,

  We respectfully request Ms. ********* please email a copy of the tire receipt for further consideration.  Please email to **************************.

  We appreciate Ms. *********** patronage and will provide a final response, shortly.

  Our best,

  Compliance Office

   

   

• Initial Complaint

  Date:11/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the past few months I have been taking my 2018 *** Grand Coupe to Arrowhead BMW for issues with the coolant system. 06/13/2024 Contacted dealership coolant system leak as I was having to put coolant in the car and advised them bleeder valve had coolant. I was told to not drive the car and have it towed. Had vehicle towed from ****, AZ to the dealershp.06/14/2024 Phone call from the dealership citing no leaks were found in the vehicle. It was ready for pickup. 07/13/2024- Coolant system leaking. Expansion tank replaced along with bleeder s**** Which I was originally told was the issue.Coolant system leak has been ongoing and I have been putting coolant in vehicle weekly. 10/17/2024 Car is taken to Arrowhead again and this time the component carrier is replaced.11/11/2024 Car is making a bubbling noise under the hood in the area of the expansion tank and now the car is overheating. I am requesting Arrowhead repair my vehicle at no cost to me. The coolant system has been an issue for months now and they have not been able to remedy the situation. I live in ****, ** and can not drive the vehicle to the dealership. I am requesting they have the car towed to the dealership at their expense and reimburse me for the rental car I now have to drive.

  Business Response

  Date: 12/11/2024

  Dear Ms. ********************* style="font-size: 0.875rem;">Thank you for sharing your concerns with us. We understand how frustrating ongoing vehicle issues can be, and we appreciate the opportunity to review your situation thoroughly.  Our records indicate that your 2018 *** Gran Coupe was brought to Arrowhead BMW for service on several occasions for coolant system concerns. Most recently, in October, our technicians performed significant repairs, including replacing the component carrier. After completing the repair, we conducted a thorough 23-mile test drive and observed no issues. The vehicle was functioning as intended at the time of pickup and subsequently driven over ***** miles without any reported concerns.  We were later contacted after the vehicle had been taken to an independent shop in **** for diagnosis and additional work. As a result, we were unable to inspect or verify the vehicles condition before those services were performed. While we understand you incurred expenses, including $300 for diagnostic and coolant services, $350 for a rental car, and $95 for towing, these were undertaken independently and without prior consultation with our dealership.While we remain confident that our repairs were completed correctly and do not accept liability for the additional issues or expenses, we recognize the inconvenience you have experienced. As a gesture of goodwill and without any admission of fault, we are offering a $200 goodwill payment to assist with your recent expenses. This offer is contingent upon a mutual hold-harmless agreement.Should you wish to accept this offer, please contact us within 7 days, at ***************** of the date of this letter. We remain committed to supporting our customers and are available to further inspect your vehicle at our dealership if desired. Sincerely, Compliance Department, Arrowhead BMW

  Customer Answer

  Date: 12/16/2024

  I appreciate the willingness to resolve this matter however; I decline the offer provided by the business. I filed a complaint with the BBB before taking the vehicle to an independent shop. The business did not provide a response until a week after the complaint had been filed. As stated in my complaint this vehicle is the only means of transportation I have. I was forced to have the vehicle towed to a local independent shop to have repairs made. I am requesting I full refund.  Thank you. 

  Business Response

  Date: 12/16/2024

  Dear BBB Representative,

  We regret that our good faith ever if being rejected.  If there should be a change of mind, we are prepared to honor our offer until December 21, 2024.

  Our best,

  Compliance Office

   

  Customer Answer

  Date: 12/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Arsinia ********
  
   
  

• Initial Complaint

  Date:10/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a brand new 2025 *** x1 on August 31, 2024. From sales to financing, everything was flawless and exceptional. A week into driving the vehicle, I started to notice the speakers sounded fried on more and more songs--I brought this to the attention of the sales manager and stopped by *** for him and the service manager to hear it. They agreed the upgraded sound system didn't sound right and even compared it to another vehicle with the same system. Since, I have brought it twice to the service inspection and no resolution was offered. *** claims the system has no faults. This is a $2K+ upgrade and something is wrong with all of the 2025 *** x1 ****** Kardon sound systems. The fried sound doesn't happen on every song but it's very apparent and sounds like something wasn't wired correctly. Please help evaluate and find a resolution.

  Business Response

  Date: 11/09/2024

  Dear BBB Representative,
  Thank you for allowing us the opportunity to respond to Ms. ***** concerns with her vehicles sound system.
  Our service team has carefully evaluated Ms. ****** complaint and conducted thorough comparisons with other *** X1 vehicles equipped with the ****** Kardon stereo system. After these tests, our team found her sound system to be functioning as designed, with performance consistent with other X1 models with the same audio package.
  Ms. ***** has also had the opportunity to sit in and listen to the sound systems in two other *** X1 vehicles, both of which she confirmed to have similar audio characteristics to her own. Additionally, we demonstrated an X3 model, also equipped with a ****** Kardon system, which she felt provided a different auditory experience. We explained that the perceived difference is due to the natural acoustic variations between models. The sound system and speaker configurations in each model are unique, tailored to the interior space and design of that specific vehicle.
  As Ms. ***** X1 is performing within *** specifications and aligned with whats typical for the model, we are unable to replace or modify her existing stereo to replicate the sound she experienced in the X3. We understand that sound quality is a priority for her, and we are more than willing to answer any further questions she may have about *** audio systems or provide additional guidance on how to optimize sound settings.
  Thank you for your understanding, and please let us know if we can provide any additional information. Best, Compliance Office 

  Customer Answer

  Date: 11/18/2024

  Your service team has carefully evaluated the sound system and 100% of your *** team has all agreed that something if off on the sound system. This is not just my X1it is all of the 2025 X1s with the ****** Kardon upgraded system. I have never sat in an X3 so your information of my comparison is false. I have listened to this same sound system in one of your other vehicles but it was a car not SUV. It is unfortunate that *** relies solely on a computerized test to evaluate if the sound system is functioning as designed. 6/6 PEOPLE/Employees at Arrowhead BMW have validated my complaint and heard this disfunction within 30 seconds of sitting in my vehicle but cannot help because *** says it passes the tests. All of my friends and family have also heard it and its undeniably off. It is a shame to get such a typical compliance response. The human ear/auditory is much different than a computerized testcan *** list the specific tests ran on this sound system? I would love the opportunity to play just 15 seconds of 10 different songs for your compliance team and any other *** team involved with passing this through as upgraded technology. *** has not offered a resolutionsimply because to them the sound system is functioning as designed and whoever has authority to offer a resolution has not heard this complaint for themselves.

  Business Response

  Date: 11/20/2024

   

  Dear BBB representative,

  We regret that Ms. **** is not satisfied with our response regarding her concerns. As an authorized *** franchised dealership, we must clarify that we cannot speak to or address issues related to the manufacturing of her vehicle, including matters such as sound quality or other design aspects.
  We recommend that Ms. **** communicate directly with *** of ************* for assistance with any manufacturing-related concerns. Their expertise and resources are best suited to address such matters comprehensively.
  Thank you for allowing us the opportunity to respond.

  Our best,

  Compliance Office 

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Certified Pre-Owned 2022 *** X5 from this dealership in March 2024. Since ownership there have been multiple issues the vehicle has needed to have repaired and issues that continue to effect the vehicle. The water pump was leaking and had to be replaced. The front control arm needed to be replaced. The brakes, which are still in good condition, are squeaking like no other vehicle I have ever owned. The rear passenger arm rest cup holder is broken and is unable to be used, and needs to be repaired or replaced. The pathway lighting on the driver's side needed to be replaced. All of these issues were not found during the *** inspection which leads me to believe that if one was even done, it was done the proper way. At this point, this vehicle is more a headache then a pleasure to own. Many issues are most likely going to come up and the dealer has not responded to my emails, and I have reached out to corporate *** and they have not responded to corporate *** either. If Arrowhead BMW does not want to repair the vehicle to the certified pre owned condition it should have been sold to me in, they should take the vehicle back and refund the purchase price.

  Business Response

  Date: 10/18/2024

  Dear BBB Representative,
  
  Thank you for forwarding Mr. ****** concerns regarding their Certified Pre-Owned 2022 *** X5. We understand the frustration expressed, and we want to clarify the situation and provide a full response.
  
  The vehicle underwent a comprehensive inspection and reconditioning process in February 2024, at ****** miles, as part of **** Certified Pre-Owned program. Since then, it had not returned to our dealership for any service until the customer took it to **************** *** on September 20, 2024, at ****** miles. The repairs performed, which included the water pump and tension strut, are typical maintenance items for this model at this mileage.
  
  Regarding the brake squeak, the customer reached out to their salesperson earlier in September. Our team made two attempts to contact the customer and schedule an inspection to address this concern, but unfortunately, we did not receive a response. Given the mileage and age of the vehicle, brake noise can sometimes be attributed to normal wear and tear.
  
  As this is a pre-owned vehicle, and future maintenance needs cannot always be predicted, we are not able to offer additional repairs beyond those already completed. However, we can confirm that the vehicle met all *** Certified Pre-Owned standards at the time of sale, and the previous owner regularly serviced it while it was in their care.
  
  If there are any further questions about the vehicles maintenance or its Certified Pre-Owned warranty coverage, we would be happy to provide clarification.
  
  Sincerely,  
  

  ******* ****

  Compliance Officer

  
  

  Customer Answer

  Date: 10/18/2024

  I only show one message from someone in service to schedule an appointment to discuss the issues with the vehicle, and I called service back and left a message for that person, never to be called again.  It has been a month since the salesperson has responded to any messages I left.  On top of the 3 visits to **************** *** already, there is also the issue of the rear cupholder being broken and not being able to be covered under warranty.  Why was this not found during the *** inspection, as now I have a *** without a rear cupholder as it is broken and *** will not warranty the issue.  The driver's side pathway lighting was also broker and had to be replaced, and again, how was this not noticed during the inspection.I was told by North Scottsdale *** the issue with the control arm and water pump both showed signs of the issue being there for months not weeks, so if they were inspected properly this could have been addressed before I purchased the vehicle and not required me to return to the dealership multiple times.  There is a reason your salesperson said that ***'s cost more money; they have been inspected to not have these issues, the tires, the brakes, the battery, etc have met a minimum standard and should not have to be replaced within months of taking ownership.  I would have purchased a service plan for the brakes had I known they were not at the minimum level at *** should have discovered. I have owned 3 *** ***'s before and never had this many issues right from the start.  I reached out to *** ************* and they reached out to the dealer almost a month ago to have someone discuss these issues with me, and still no one has contacted me with any type of possible solution to these issues.