BMW of Alexandria

Excellent quality of customer service and I appreciate the respect they have for my vehicle. I will definitely continue bringing my vehicle in for service as long as I currently own it. the respect they have for my vehicle. I will definitely continue bringing my vehicle in for service as long as I currently own it. More

The experience was as expected. I made the appointment online and the process was easy. I made the appointment online and the process was easy. More

Always great service. Aaron was great and ensured I was informed about everything going on with my car. Aaron was great and ensured I was informed about everything going on with my car. More

Overall, I had a very positive experience working with Brandon and the team at BMW of Alexandria. Brandon was responsive, patient, and helpful throughout the process, particularly as we worked through sev Brandon and the team at BMW of Alexandria. Brandon was responsive, patient, and helpful throughout the process, particularly as we worked through several vehicle and financing options to find the right fit. I appreciated that he took the time to understand what mattered to me rather than making the experience feel purely transactional. The process was smooth, and I left feeling good about both the vehicle and the way I was treated. More

Advisor is very professional, prompt, answers messages without delay. Service techs always are detailed with explanations, videos. So far every time I have been here it was very satisfactory. without delay. Service techs always are detailed with explanations, videos. So far every time I have been here it was very satisfactory. More

My visit was very satisfying. All were very courteous and friendly. My advisor was very professional and accommodating. All were very courteous and friendly. My advisor was very professional and accommodating. More

As a first-time BMW owner, I expected a premium ownership experience. Unfortunately, my experience with BMW of Alexandria's service department has been one of the most frustrating I've encountered with any a experience. Unfortunately, my experience with BMW of Alexandria's service department has been one of the most frustrating I've encountered with any automotive manufacturer. I scheduled an appointment to address two issues: my Head-Up Display (HUD) was no longer recognizing road signs, and my right-front parking sensors were malfunctioning. I specifically scheduled a "wait while serviced" appointment and took time off work. Upon arrival, I was informed that my vehicle still had German navigation maps installed. Having recently returned from living in Germany, I understood why. However, I was told I needed to contact BMW North America myself to authorize an update or pay more than $1,000. When I questioned why the dealership couldn't assist with that process, my service advisor responded, "We are not a manufacturer." Regarding the parking sensors, I was again directed to BMW North America, this time about obtaining a loaner. Neither issue was even examined during my appointment. Frustrated by the dismissive attitude and lack of assistance, I requested my keys and left. I wasn't expecting every problem to be fixed immediately. I expected someone to make a genuine effort to help. Trying to escalate my concerns was equally frustrating. My initial customer-service interactions were with an AI chatbot, something I only discovered after exchanging messages. Additionally, the email address published on the dealership's website, careteam@bmwofalexandria.com, rejected my message because it apparently doesn't accept emails from outside its organization. Eventually, Service Director David Cornnell responded personally, apologized, and offered concierge vehicle pickup and a loaner while the issues were addressed. I genuinely appreciated his initial response and willingness to help. Unfortunately, the situation deteriorated further. Mr. Cornnell instructed me to contact BMW North America to request coverage for the navigation update. When I called, BMW NA told me they do not cover map changes, did not understand why I had been referred to them, and even seemed surprised by the $1,000+ quote. When I relayed this information, Mr. Cornnell's next suggestion was to call BMW NA again and emphasize that I was active-duty military, if applicable, because that might result in different consideration. I found this response incredibly tone-deaf. Why should someone's military status determine whether BMW is willing to help resolve a legitimate customer-service issue? I'm retired military, but that should be irrelevant. Throughout this experience, I received conflicting information, was repeatedly directed elsewhere, and never received a meaningful resolution to either of my original concerns. I appreciate Mr. Cornnell's initial apology and efforts, but the overall experience has fundamentally changed my opinion of BMW. Before this, my wife and I were both planning to purchase BMWs as our next vehicles. Those plans have now changed. BMW has lost two future customers over an experience that could have been handled with basic communication, accountability, and a genuine willingness to help. A premium ownership experience should not end the moment a customer needs assistance. Unfortunately, that has been my experience with BMW of Alexandria. I cannot recommend this dealership's service department, and I will not be purchasing another BMW. More

I love BMW of Alexandria because of Ina, Rodger, and Chris. All 3 were wonderful. I will always come for service gor my BMW. I felt good when I left. They are excellent. I will be back to get some work Chris. All 3 were wonderful. I will always come for service gor my BMW. I felt good when I left. They are excellent. I will be back to get some work done.I trust Rodger to work on my car only. Ina,Chtis, & Rodger are great & good people. These are the only 3 persons I will want to deal when I come back. They really care about me and my car.Love all 3 of them.As long as they are there, I will always come back to BMW of Alexandria. Thank you so much. I will see you all soon. All my love Ms. Dale. More

Great location, super clean, employees very professional and friendly. Service advisor extremely helpful, friendly and explained details of service needed. and friendly. Service advisor extremely helpful, friendly and explained details of service needed. More

4 hours to get an oil change, did not recieve the outcome of the complimentary check of the vehicle. The associate was not thoroughal of what my vehicle needed with 4500 miles, she just kept quoting prices. of the complimentary check of the vehicle. The associate was not thoroughal of what my vehicle needed with 4500 miles, she just kept quoting prices. Before spending the high cost i needed to know why and will I have to wait additional time? I was told that making an appointment was to know how many cars they will service, it didn't mean you will be service in a timely manner. When making the appointment I should of been told I will be waiting a few hours. I live 1.5 hours away, traffic can be a challenge. More