BMW of Sterling

Reason for Visit: Sales

I recommend this dealer: No

My Review of BMW of Sterling:
I had a really bad experience at this dealer. The representatives are very pushy and not understanding. I found a car at another BMW dealer and told my representative this when he called me to see if I had decided something. He then actually YELLED at me for "wasting his time on a Saturday." I was in absolute shock. I can say wiht confidence that I will NEVER return to this dealer. Now I see that others have also had bad experiences here.

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Reason for Visit: Sales

I recommend this dealer: Yes

My Review of BMW of Sterling:
I purchased a 2007 750Li from this dealership. Everyone, especially Felix our primary sales representative, was kind, pleasant, and knowledgeable. The purchasing experience from the test drive (and we were allowed to take the car out without a member of the BMW team in the car with no requirement on how long we could drive it) to the actual purchase was delightful. My wife and I both were pleased with the sales experience. Even the paperwork process took a lot less time than we had expected or experienced in previous buying and/or leasing experiences. The sales manager approached us prior to completing the deal to see if we were satisfied with the service we were receiving. You must admit, at least in our buying experiences that more often than not one never sees the sales manager or the general manager when buying or leasing a car. The bottom line is, we purchased a very expensive automobile, and we were made to feel special in the process which is what everyone wants and deserves especially when spending over $100k for a car. We will definitely purchase another car from BMW of Sterling.

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Reason for Visit: Service

I recommend this dealer: No

My Review of BMW of Sterling:
First of all, getting a hold of these folks is nearly impossible. I've had about an 80% failure rate whether I call and leave a message, whether I email, or sadly, even when I escalate to the Service Manager. (Don't take my word, just try it yourself.) This dealer simply cannot handle the demand and their employees will tell you this. Stay away from this dealer until either another opens, or until BMW get less popular. Unfortunately you are roped into this service when you buy, so you are stuck as you've already paid for the service.

My current problem with my X5 is that the BMW Assist continually calls the call center, and I have no way to shut this off. I've spoken to dozens of call center folks, who have even called Larry King, the Service manager, to help and plead for a response, but to no avail. I'm to the point where I can drive the vehicle, as you must spend you entire trip talking from one BMW Assist person to the next. I did eventually get a hold of a service employee, who, despite the nature of this problem, will now take me in a week. I should have bought the Mercedes SUV, arrrghhh!

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Reason for Visit: Service

I recommend this dealer: No

My Review of BMW of Sterling:
Terrible experience with both the sales and service department

- Sales person, Ari, gave his own phone #to BMW for the new car delivery customer satisfaction survey, so he could pretend to be the customer.

- One of the employees, in the service dept., was watching porn on his computer.

- Took them over 2 hours to complete a scheduled oil service and they didn't even bother to wash the car after making me wait additional 45 minutes for it, no apologies, nothing.

- When I told BMW about my experience (customer survey), they exchanged information with, BMW of Sterling, i.e., my name and my comments.
Unfortunately, soon after this my car had to be towed (under warranty repairs), BMW towed my car to this dealership, soon after, I received a call from the service manager, Jim Handy, who is a unprofessional jerk, who told me that they were not going to work on my car based on my earlier negative comments to BMW.

When I told the dealership manager about my experience and my intent on never bringing my car back at this dealership for service repair, his response was that "You will be back because we are better than the other BMW dealerships".

I couldn't believe the level of unprofessional behavior at this dealership.

I would not recommend this dealership to anyone.

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Reason for Visit: Sales

I recommend this dealer: No

My Review of BMW of Sterling:
Hello,

On 4/27/06 I expressed interest in a 2002 BMW M Roadster VIN: 5UMCL93482LJ82633. I this car on autotrader.com and I was very excited! Prompty I gave the salesman Fred my credit card info and put down $1000 on the car. I told them I would fly out there on Friday (depending on work) or Saturday.

We exchanged several conversations by phone (can provide evidence) about the car for my own information purposes and also to get information for my insurance company (can provide policy).

I took the entire day off work on 4/28/06 and booked a non-refundable plain ticket to VA for a 12:30 flight (can provide evidence).

On 4/28/06, I was at the airport when, I called Fred at the dealer to give him my flight info so they could pick me up at the airport. He excused himself for a moment and came back on the phone and said the car was already sold to someone else! I explain to him and the Service Manager (Rick) that I am AT the airport right now what do they expect me to do?? They said they could try and find me another one, but didn't know how long it will take (could take a week, could take a month). They proceded to explain to me that is was just a simple misunderstanding but there was already someone before me. This was NEVER told to me at any point. At no point did he say they did anything wrong. In fact he didn't even understand why I was so upset.

I asked to be reimburesed at a minimum $189 for my plane ticket. He laughed at me. I said we had a contract as soon as they took my credit card information. He said they didn't actually charge my credit card information so there was no commitment on their part.

I am a professional in a white collar job and I work hard for my money. Just taking the day off of work isn't easy as I travel 100%. Special arrangements have to be made. I would not have to gone to all this trouble to get insurance and plane tickets if this was not the case.

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Reason for Visit: Service

I recommend this dealer: No

My Review of BMW of Sterling:
I had the WORST customer experience ever with BMW of Sterling (i.e. 6 months worth and still not resolved). Jim Handy talks the talk, but there is absolutely no substantive follow-through. The young service manager, Brad, was similarly well spoken but lacked follow through. It doesn't help that the service advisors are incented by bonuses centered around month-end numbers, and my service rep crowned the ordeal by leaving a "pay now" voicemail reminiscent of a failing Suzuki franchise...unbelievable service for a premium German marque. I'd recommend "It's Not My Department" by Peter Glen to everyone at BMW of Sterling

I made the mistake of thinking the dealership's significant capital investment in facilities translated into service--what a mistake. I had to take my BMW 3x there for redundant service, was told conflicting information on status and parts availability, had two "lost" appointments, and had my car returned to me (recently repainted) with a ding on the front bumper that Jim Handy acknowledged was the fault of the dealer.

Use these folks at your own risk--legendarily poor service (although they were quick to tell me how good their service is for a Tampa Bay Buccaneer pro athlete that checks his car there on a routine basis).

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Reason for Visit: Service

I recommend this dealer: No

My Review of BMW of Sterling:
Horrid. That is the only word I can think of to describe BMW of Sterling. My inital purchase of my car was ok, however a few things were promised to me when I purchased the car. 1.5 years later, they still weren't done.

1. They promise that they have done work to your car, but when you get it back, it's obvious that they haven't done anything.

2. Over 1+ months to get a service appointment, then they had my car for over a month to fix a few things and out of my list of 6 items to be fixed, they only got to 1.

3. They never call back. Good luck with trying to get a hold of your service advisor. The phone must be new technology to them as they never seem to know how to use it. The only way to get answers is to go to to dealership.

4. It was amazing that the three times I ordered parts through their parts department, I never once received the card in the mail that they promised to let me know the part was in. Phone calls didn't seem to work in this case either. Once again, I had to go to the dealership to get any answers.

There was much more, but I'd rather not bore you with the details. However, after that time I decided to just get rid of my BMW rather than deal with their terrible service and support. The car was very nice, but it just wasn't worth it. Goodbye BMW, because of this place I'll never spend my money with you again.

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Reason for Visit: Service

I recommend this dealer: No

My Review of BMW of Sterling:
This is a new, drop dead gorgeous facility.
My first experience was to order interior parts for the car - the replacement plastic cupholder insert for the centerconsole behind the parking brake. This cheap plastic, blow molded frame was $25 and cup inserts $18 each (2). I drove about 50 miles r/t to this dealer only to find it didn;t fit my car. It was that mid-year split thing with the 1993 3 series. But, of course, they sold me the incorrect part and didn't have access (not made) to the correct part for my car.

Other times since I've called to ask Service Department questions only to be routed numerous times to voicemail without reaching an actual service person to speak with. As of this writing, I've not received a call-back.

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Reason for Visit: Service

I recommend this dealer: No

My Review of BMW of Sterling:
Mr Eddy is friendly-but I want good service and a fair shake-takes 4 weeks to get appt-only BMW dealer within miles-and they've got a monopoly on all the high tech BMW-only machines. The atmosphere in the service rep area is almost scary-no smiles-no hellos-only chairs are in another waiting room and I sure can't depend on them coming out there! All just stay on the phones or tap on PC while you wait around for your designated rep. I went in to get emission repairs after failing with only 17K miles and they do another test and charge me $100 (only $28 anyplace else). I'm writing to "Customer Relations' lets see if they can redeem themselves-will post result.

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Reason for Visit: Service

I recommend this dealer: No

My Review of BMW of Sterling:
Brad Stuler is an arrogant child who does not know how to deal with professional adults. I called to schedule an appointment and he told me to bring my car in at my convenience. When I got there, he was nowhere to be found and no one there knew of my issues or arrangements. After a kind service representative took care of me, I found that there were no vehicles available for me to rent. I had to wait over an hour to receive a truck. Mr. Stuler refused to return any of my phone calls and when I finally reached him by telephone, he dismissed me with "I'll check on your car and call you back." That call never came.

Were it not for the staff supporting him, Mr. Stuler would not be a manager at any dealership. After dealing with him, I am convinced that he would be unsuccessful at a McDonald's.

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