Do Not do Business with this dealership!!!
Sad, Terrible, Ugly, Horrid Experience with @ArrowheadBMW in Glendale AZ.
I Placed a 5k deposit for an X7 M50i custom order with Arrowhead BMW in Glendale AZ a couple months ago. Glendale is a town in Metro Phoenix, AZ. The financial terms were quite beneficial to me and I was happy to work with such a reasonable dealership. The terms were as good or better than any deal currently available for this model. (Yes, I have the order paperwork in case anyone is curious. In fact I have all the emails and documents to support the below claim I am making here) The car was built and delivered to the dealer this past week. (I currently am a BMW customer. But I did not acquire my current BMW from this particular dealership) The sales guy sent me pics of the vehicle on the lot, pre-PDI when the car finally arrived last week. The sales guy took my credit app and told me I was approved for BMW Financing as my FICO is near 800. The next day they say after I sign the paperwork, I cant have the car shipped until the check clears from BMW Financial, which is several days after I sign the documents. 30 minutes later they cancel the deal and hours later, refund my CC because they dont want to sell me the car because Im an Oregon resident who does not need to pay sales tax. Yes the car was going to be shipped to Oregon. I did not hide the fact I was an Oregon Resident. I provided my insurance and Drivers License to the dealership when I ordered it, and again to the salesperson when the car was delivered to the dealership in order for them to process the sales paperwork.... and yes the General Sales Manager knew at the time I placed the order it was going to be shipped when it came in. There were no suprises to anyone about either the car needing to be sent to Oregon or that Im an Oregon resident.
I originally negotiated great financial terms of the deal with the prior GSM of the dealership who has now moved up in the company and is in the process of opening a Jaguar/ LandRover dealership down the street from the BMW store. He was not part of the cancellation however he was still highly regarded within the company and only blocks away at his new dealership as a full GM. I contacted him and he said he would look into it next week because he was "out of town this weekend."
Folks, I believe they are not contractually bound to sell me the car after they refunded my money. However this is slimy, unprofessional, ugly behavior. It feels to me they just screwed me because they can make more money from another buyer. There is no way this should ever happen in any dealership, let alone a highline BMW store. They offered no apology, no renegotiation, no attempt to order another one, not even a conversation with a manager! Just word from the salesperson that they are not selling me the car and good bye, dont contact them again. literally.
A few days later, just when you think it cant get worse.... How bout some salt for your wounds???
I reached out to the ex-GSM of Arrowhead BMW over the weekend when this occurred as I said. He is the gentleman who sold me the car and took my deposit. I am, for all intents and purposes, his client. Since that time, he was promoted within the organization to become the GM of the Land Rover/Jaguar dealership down the street from BMW. He finally reported back to me 3 days later. Yes, it took him that long to get back to me. But we wont question his excuses at this time, poor as they may be, as you will see why it doesn't matter, below.
He reported to me, that the BMW dealership, told him, that I hung up the phone on the manager in anger, and that I cancelled the deal! Not only is this false and inaccurate but it shows they are now making a bad experience worse by attempting to place the blame on me, the customer. This allegation is a bold faced lie so they "have some evidence or reason" to justify their horrid decision and actions. And throwing the blame on me as if I caused their actions are slimy, disgusting, unethical, unprofessional etc. etc.
This falsehood is not possible as I never spoke to any manager at the dealership, at all, whatsoever, at any time since the car arrived. All communications came through the salesperson's personal cell phone because the many corporate numbers from the dealership are apparently blocked on my phone. I never hung up on the sales guy either. They are the ones who cancelled the deal on me or else this post wouldn't exist.
They are trying to throw me under the bus as if this is somehow my fault and then lying on top of it!!!! I replied to the ex GSM and of course, denied this and pointed out the lie.
He then wrote me back later that day saying that he "misunderstood what the dealership told him" regarding the lie about me hanging up on them. ( Really? how can that even be communicated and misunderstood? Did they say they hung up on me and he misconstrued that?) He went on to type in this follow up email, another lame excuse. He now says the dealership googled me and came up with an Arizona address. Why does this matter? Because they are in so deep with their behavior and the lies that they need to find "something" to base their reneging actions on. Having an AZ address would force me to pay AZ taxes or "something" more than 0 taxes and make it seem like I was lying to them.
Suffice it to say, the address they came up with was a UPS Store mailbox I had 20 years ago, when I used to live in AZ. Mind you, Im an existing OREGON registered BMW lessee. The dealership had already pulled my credit and been approved by BMW finance to purchase the vehicle, and had my Oregon drivers license and insurance in hand and knew I needed to have a date to arrange for a hauler to ship the vehicle to OR.
Now... when is it standard operating procedure to google a purchaser after being approved by BMW financial?
When is anything on the internet truthful, accurate or timely?
When has finding something on the internet a basis for not selling someone a car?
LAME... LAME... LAME, weasel like excuses.
Oh and the other bomb he dropped... and this is the kicker!!! The car has ALREADY BEEN SOLD and he cant help me. Go figure. He took several days to "help me out" only to find in the 4 days time it took to help me out, the car has magically been sold before he could help me.... fyi there are a couple other X7 M50i's that have been sitting on the lot.
In the end, all he did was try and cover for his buddies at the dealership by buying time. Then provide weak excuse after weak excuse that he should know, are all hollow, to justify why they cancelled the deal with me. So he never really cared about helping me... only covering for his buddies.
He mentioned in his last email to me that he told the GM of the BMW dealership of my issue and that it upset him. You would think someone would have reached out from the dealership if the GM was so upset???? Not a peep.
What I have done:
I have made a complaint with @BMWUSA Corporate Customer Care. In fact, I had to update the complaint multiple times as these events unfolded. Customer support says this is the first they ever heard of such an experience.... for whatever that is worth. I still have not been contacted by any manager or GM from the dealership. The Customer support team says they have put the complaint in the "escalation team's" queue and someone should contact me from there. But could offer me no guarantees or clarity on when or if they will.
Its been over 2 days since I lodged this complaint with BMW Corporate. Still no communication from the dealership or BMW Corporate
Whatever you do folks, STEER CLEAR of BMW of ARROWHEAD in Glendale AZ!!!!!! If they have the Gaul to do this to a customer, imagine what else they can do to you!
Im happy to discuss this with anyone!