BMW of Sterling

Reason for Visit: Service

I recommend this dealer: No

My Review of BMW of Sterling:
I am professional female who has worked hard to get to current exec. position in Federal govt. A perk I enjoy is a nice car for the hour+ daily ride to/from Capitol Hill. I trusted BMW due to earlier experience with Arlington dealer and BMW corporate HQ. Sterling BMW has serviced my second-purchase BMW several times. My last experience left me angry and with a feeling of being "taken" by the client service rep., a foreign national. I needed to replace my windshield which had a hole nicked into it via a stone on the Beltway. I asked client service rep. cost....was advised around $1500; my male asst. at work hit the roof and said check the web as they have companies who will come to your home and do it for $250-$350 and he downloaded proof as we spoke. I wanted to keep my car in excellent condition hence my decision to go with BMW's 2nd price quote on it at around $900+. Another service problem (on same visit) involved a 2-inch piece of chrome which had come off the window chrome framework during the winter months...be careful with ice scrapers. I figured "how much could that cost to replace?" - a few dollars? Think again! I was shocked when I went to pickup my car and found out that ALL the chrome around every car window was taken off and replaced with black plastic trim at a cost of several hundred dollars. My rep. was not available. He called back next day to remind me that BMW customer service would be calling me about my service experience and the only score I should give is a "5" (high score). I advised him immediately that I would not be giving BMW score of 5 and I also explained that I felt that I had been "taken". BMW customer service never did call me to follow up on the service score. I learned tonight when talking to another dealer about a prospective new car buy that my correct phone number was probably not provided to BMW customer service for follow-up. I read a few reviews on this site and another customer mentions a similar experience. Customer/Buyer beware! There is a new service company in Loudoun County offering service on BMWs - I think they will make a killing if my experience equates to what others have experienced. I did speak to BMW service manager, I will NEVER use that client service rep. again - whatever his commission, he is killing BMW business & he lost a potential "customer for life". I want a BMW dealer I can first of all trust and perhaps one that may one day win the Malcolm Baldridge Award for superior service. I am expected to render such in my position in Govt. I expect no less from a service provider like BMW. In speaking with a MD dealer tonight I learned that 6-7 Sterling BMW staff left and went elsewhere due to problems at dealership. He also confirmed that "customer service probably were even not given my correct phone number for the survey and that has happened many times previously." Management at Sterling BMW need to shake things up and provide the level of service that I know BMW corporate demands of its staff and the customers whom they serve. Thank you for this opportunity for comment - the "no contact followup" from customer service really made matters even worse.

--Govt. staffer, Sterling, VA

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Reason for Visit: Service

I recommend this dealer: No

My Review of BMW of Sterling:
These guys are pathetic. I've owned 3 different 7 series BMWs since 1994. I’m a member of the BMW Car Club of America, the BMW Sauber Race Team, and have done most of my own service on all my BMWs (Including major stuff like whole brake and suspension rebuilds and transmissions), anyway. I made an appointment a week ahead of time for routine service, and to have a few items checked out under warranty on my 2005 745Li (if it wasn’t for being under warranty I wouldn’t even bother). I dropped the car off at 7am on the day of the appointment, and told them, “I need it by 3pm so I can do my 55 mile commute home”. At noon I called to get a status update, no return call. At 1:30, I called again, they took a message, no return call. At 3pm I called again, and finally got to talk to Shawn, the service advisor. I got some song and dance about how he couldn’t say when it would be done because he wasn’t sure what parts may be needed, or their availability, or what software may need updating. So I naturally asked, “Gee, what did you guys find wrong that requires parts, and software upgrades”? To which he answered, “Oh, nothing, I mean I don’t know, we haven’t actually looked at it yet”!!! They had an appointment a week ahead of time, had the car for 6 hours, and hadn’t even looked at it yet!!! I called him on it and said, “what exactly was the point of my making an appointment, if you weren’t going to look at it”? He says, “The 745 is a very specialized car, and only specially trained service mechanics can work on them, and one wasn’t available today”. Uh, yeah, right. I happen to probably know more about BMWs than most of their mechanics do and that line was just pure BS, also, if it were true, why again, would you make an appointment if this superstar 7 series mechanic was overbooked? They gave me a “loaner BMW” to get me home and back to work again this morning. With the admonishment that I must bring it back full of gas. Guys, if it weren’t for your bad planning, and obviously screwed up service department, I wouldn’t need a loaner car, so guess what YOU can fill the gas tank! So here it is, 9am the next day. Still no call, I don’t know if they will get to it today, don’t have high hopes that when they do get to it they will actually look at, or solve any of the issues I brought it in for. But, I do know that if I call at noon, and it’s still not been looked at, I’m simply going and picking it up, and doing business elsewhere. They are arrogant, obnoxious, poor planners, and lie to cover their foul ups. Never again!

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Reason for Visit: Service

I recommend this dealer: No

My Review of BMW of Sterling:
Jeeze... where do I start?

Every time I have to go to BMW Sterling to get my car serviced, it seems as if I have to call and call just to get an appointment to have my car looked at. When they finally call me back, I still have to wait a minimum of two weeks to get my car in there. When I first started taking my car there, I had to get some work done that is covered by a warranty that I bought with my car (I bought my car in a different state). They informed me that they will not accept my Fidelity warranty. Well... turns out that, after paying quite a bit to get service done, that they DO accept Fidelity warranties... in fact, that's they only one they accept! On two seperate occasions they have lost my key so I have had to sit and wait an extra hour or so for them to find my key. I always have to call them to get an update on my car, they never return my calls. When they tell me that it's ready, I go out at the time specified in the conversation to pick up my car and I still have to sit and wait. I don't think i've ever gotten out of that dealership in less than 2 hours. The (i'm guessing) manager came up to talk to me when I was standing outside waiting for my car (they had lost my keys...) and asked me what I was driving. When i told him it was a MINI, he looked at me, said "ohh", walked away and started talking to someone else. I once took my car there to get serviced... when I left and was driving home, I took the tag hanging from my rearivew mirror off and noticed a HUGE crack in my windshield. I turned around and went back. When I told them what happened, the manager basically accused me of lying... they did end up replacing it. When i finally was able to pick up my car A WEEK LATER, the service consultant told me that my tires were bald... the tires were pretty new and nowhere near bald and told me that the tires are $300 each... right... they're much cheaper elsewhere.

All in all, they are horrible... don't go to them!!!

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Reason for Visit: Sales

I recommend this dealer: Yes

My Review of BMW of Sterling:
Bought two cars from Sterling. On each occasion: superb customer service, flexibility and highly, personalized approach, - an excellent experience overall. Highly recommended!

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Reason for Visit: Service

I recommend this dealer: Yes

My Review of BMW of Sterling:
One of the Mini of Sterling employees changed my phone number in their computer system. This kept BMW from contacting me for a survey! Sneaky!

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Reason for Visit: Service

I recommend this dealer: No

My Review of BMW of Sterling:
I've had my Mini for about a year and have had to bring it in for several minor issues.

All three times that i've brought my car in no one ever calls to tell me the work is completed or when i should expect the car to be ready for pick-up.

On one occasion I had the unfortunate opportunity to have Mr. Larry King assist me...he was belittling and walked away from me mid-sentence. He is flippant and cavalier in his dealings with customers.

I would definitely not recommend buying or bringing your car into this dealership...they lack competence and manners.

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Reason for Visit: Sales

I recommend this dealer: No

My Review of BMW of Sterling:
The previously owned BMW I purchased 2 1/2 months ago has broken down frequently. The mechanics are unable to diagnose the problem and the dealership is not willing to give me a loaner car like the car I pruchased. It has been in their shop 10 days this month and is still not fixed. They lie to you and do not return your phone calls.

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Reason for Visit: Service

I recommend this dealer: No

My Review of BMW of Sterling:
Unreal! I have bought and paid off a BMW from them and leased a Mini. I have asked on no less than 3 occassions to get a simple review for my Mini lease so I can see what it costs to release the car, buy it or get something else and the manager has blown me off at every turn.

WTF!

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Reason for Visit: Sales

I recommend this dealer: No

My Review of BMW of Sterling:
If a "0" rating were possible that's what they would get.

I tried to sell them my 2006 M5 which they had sold me (I got tired of it) and they reneged on the deal, lied about what they had said etc. I hauled them into court and obtained a financial judgment against them in mid-July this year and true to form they are now ignoring the court, my attorney's calls to their attorney and refusing to pay. So we have to take further action to try to collect. Probably vindictive on their part as I continue to pay attorneys to try to collect. Pretty soon a Blog goes up something to the effect of: www.dontbuybmwsterling.com

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Reason for Visit: Service

I recommend this dealer: No

My Review of BMW of Sterling:
My friend took his car for oil change to BMW of sterling on Aug 4 2007 at 11.30 a.m

He owns 2006 BMW 325 i 4 dr sedan.

The porter or guy who drove the car hit it against BMW SUV which belong to BMW of sterling.

My friend called cops.He spoke to their insurance guys also.

They said they will fix the car.But we never know will they fix it properly.

My friend is planning to sell his car.But now the car value has diminished.

The impact was to the front right portion of the car. Front door fender may be engine radiator hose etc is damaged.It looks like at least $10,000 in repairs. His car has approx. 14,000 miles and was perfect in all ways before the wreck. What should he do I would think that it's not too much for him to ask them to buy his car for at least the market value just before the wreck. What do you think?

But they declined to pay for the car.

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