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BMW of Alexandria - Service Center

1.9

44 Lifetime Service Reviews

499 South Pickett Street, Alexandria, Virginia 22304

44 Reviews of BMW of Alexandria - Service Center

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September 07, 2018

"Dishonest Service "Advisor" "

- Media CEO

I came in for the 30K mile service and Georgio said it would take three hours. I did not get a loaner. He called me after an hour saying that the two rear tires needed to be replaced and I said I trust you, but I want to see the evidence when I get back. He said that he'd get it done and he'd show me when I got back. When I picked up the car at 5:20 pm, he had already left although he said he'd be there until 6 pm. The bill for the two tires came to over $1,000 and included the wheel alignment which they said was mandatory. The cashier said someone would show me the old tires, but nobody could find them. The next day Georgio texted me asking if there were any issues and I texted back saying that I trusted his words about the need for the tire replacement, but I expected to see the evidence. I never heard back from him. Bottom line: I don't mind spending money when I get a high quality experience in return. I value trust and I respect when people keep their word. Georgio has three strikes against him. First, he wasn't present when I came to pick up the car, which I found odd. Second, he didn't leave instructions to anyone to show me the old tires. Third, he didn't respond to my complaint the next day. I can't fully blame Georgio, but the leadership at the dealership that enables this dishonest way of doing business.

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Recommend Dealer
No
Employees Worked With
Georgio
August 27, 2018

"Buyer beware -- They rip off their customers!"

- teacheresl

I've been driving BMWs for 20+ years. I bought my last one at BMW Alexandria, so I took it there for two government mandated recalls on older 3 series cars. Made an appointment a week ahead of time to bring my car in on a Sunday. Was given a loaner and told my car would be ready by Monday. The service dept. was extremely overbooked despite our having an appointment, and each day we were told the car would be ready, only to wait another day. The car was finally ready on Wednesday; I dropped off the loaner off, picked up my car, and went on my way. The next day, we received an email with LOANER DAMAGE in the subject line to say that they had found a nail in the tire of the loaner and would therefore be charging us $345 for a new tire. I took this issue up all the way to the general manager, who gave us the same line as his underlings -- we signed an agreement when we picked up the loaner to pay for any damage to the car, thus we were responsible. A nail in a tire is a road hazard, especially in this area, so we consider this charge a complete and total rip off. The general manager had the nerve to say that we were only charged for the tire, but not for the labor to put it on, and he would be happy to give us $150 credit toward future service. Clearly, this dealership knows nothing about customer goodwill and the cost of doing business. My own mechanics who have serviced BMWs and AUDIs in Arlington for more than 35 years were outraged when they heard about this. In the meantime, I have convinced my husband to buy a new X1. We will take our business to another dealership and will not do any business with BMW Alexandria. We will advise our friends and colleagues not to either.

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Recommend Dealer
No
Employees Worked With
Sam Lee, Levant Inal, Tracy Martin, Binta Bayoh
July 09, 2018

"Dishonest and unprofessional"

- sb

I will never return here again. The representatives are only nice until you start asking them questions. When I asked them to walk me through what was wrong with the car, I was told that I "wasn't a mechanic", which I found confusing because I had never told them my profession and I happen to be a woman. If you do come here to get your car serviced, ask them to walk you through their process and diagnosis. Check your vehicle before agreeing to fluid changes, etc. as my car's internal service system did not indicate that brake fluid or engine oil needed servicing, contrary tot heir recommendation. If they can't explain exactly what they did, what they're going to do, or break down the cost of the service (labor, parts, etc.), just like they weren't able to do with me, do not have the services done. I went in for a diagnosis, there was a problem with the fuel getting to the engine. The service center representative told me that they need to replace the fuel pump. I agreed. $725 later they told me that the fuel pump was not the issue and that there was a puncture in my internal fuel line. $3000 to replace my entire fuel tank was their final estimate - and they were not able to break down the cost of that service, I got 2 different answers from 2 different people. I asked them why I was being charged $725 when there was no work done on the vehicle and I only agreed to those labor charges to replace the fuel pump. After being referred to the "manager" Todd, who I soon found out was just another service center rep, they finally agreed to charge me the original agreed upon amount as the amount they were charging me was never agreed upon - 3 hours later. In the meantime, they pressured me to replace my fuel pump (~$350), get an oil change, and change my break fluid. All of these services amounted over $600 and were not needed. I changed my oil & break fluid less than 6k miles ago and the pump had no faults. When I took the vehicle home and inspected it myself, I found no punctures in the internal fuel line and only that the fuel line had become disconnected. No one, I even spoke to the mechanic who worked on my car, had told me the fuel line was disconnected. I repaired it myself at home for minimal cost. Took me about 5 hours total which is funny because the $725 they tried to charge me was supposed to equate to 4.25 hours of labor from their certified technicians to just examine the fuel line. By the way, I dropped the car off on Monday and did not get it back until Friday. They are hard to contact once the vehicle is dropped off. When I asked what time they would work on my car, I did not get an answer. I was told Tuesday, which turned into Wednesday and then on Thursday they tried to tell me about my tank. I went there on Thursday to retrieve my vehicle and they had me come back on Friday. Again, for no work on the vehicle, just a diagnosis.

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Recommend Dealer
No
Employees Worked With
Emily Sanjines
May 30, 2018

"Poor Service Operation"

- URSO

We purchased two cars from this dealer in the past year or so, for cash. No customer loyalty. I scheduled an 8:30 appointment for an oil change, which was confirmed by the dealership. When I arrived I was informed that there were no loaners (no rental offered) and that there was no point in waiting because the car wouldn't be ready until the next day. The rep didn't even pull up my information but simply offered to reschedule my appointment. This is no way to run a service department. There are better things to do in life besides run to a BMW service department that doesn't honor its appointments. The appointment should have never been confirmed by the dealership in the first place.

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Recommend Dealer
No
Employees Worked With
NA
May 07, 2018

"Overnight for oil change "

- azaaqoq

I had an appointment with them for routine oil change. Even though they want to keep the car overnight! And the customer service person (Greg) was lazy and very rude. They didn’t even care about my feedback afterwards

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Recommend Dealer
No
Employees Worked With
Greg
November 20, 2017

"RUN!!"

- HonestConsumerReviewer

RUN! This is by far the worst BMW service ever. They will damage your car and refuse responsibility. My whole family is loyal to BMW and have never been subjected to this kind of poor service and vandalism. I had the worst experience with their service department, where they damaged me car, refuse to fix it, misdiagnose our initial issue, and forced us to leave. I went in this BMW location to check out my headlights, both of which were out. Initially, we were told it would only take 1 hr to 1:30 hr. However, it ended up being around 3 hours. When we got our car back, Courtney Osborne (our service consultant) said only one of the headlights were out. We decided to no processed with the service as this location couldn't even diagnose a simple issue. Anyone who can turn on the headlights can see that both were out. When we got back to the car, we realized dents and damages to our car that weren't there. We asked to speak with the manager, Todd Hartje. He refused and claimed that they didn't damaged it. We asked to see the videos ask this is ridiculous, but he asked us to leave. The manager asked us to leave when they damaged our car, and refuse to take responsibility. Never have we ever experience this kind of treatment and public harassment. Clearly the low reviews are accurate for this location. They will misdiagnose your car, damage it, and insult you. These people have no principle and will lie to cover themselves. Please don't let these people get away with this. I later found out there are others with similar experiences

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Recommend Dealer
No
Employees Worked With
Courtney Osborne, Todd Hartje
September 09, 2017

"WORST SERVICE EXPERIENCE EVER. DO NOT GO HERE"

- BMWOwner

Though this dealer seems to great reviews for the sales process, this was the WORST experience I have ever had getting a car serviced. If you have any other option, do you yourself a favor and avoid this place. Two reasons. 1 ) Attitude and lack of knowledge of "service advisers" 2) Abusive pricing practice This car was purchased at another dealer yet had to get it serviced here. never again. 1) Regarding service advisers, I wont go into much detail here as maybe i caught them on a bad day or got the wrong adviser. But they seem to be more of sales people trying to sell you all the service they can vs suggesting the best service plan for your car. I'd suggest you scrutinize their service recommendations and get a second opinion if you can. Overall the service experience just felt slimy and used car salesman type experience, Never got the feeling they were doing anything other than trying to get the most money possible out of me. 2) The above is sort of subjective and more a general feeling so I'll leave it at that. The ABUSIVE pricing is not subjective . Two examples.of BMW Alexandria Service Dept Pricing.: Oil Change $235 Replace Turn Signal Bulb $220 Just a as reference I called the BMW dealer where I bought the car (dont live there anymore) and asked how much they charge for Oil Change .... $90 ! Though I cant speak to what they charge for other service items, I can only assume any place that charges these inflated prices for the above, likely charges inflated prices for other services.as well. They should be ashamed charging these prices. (p.s. after complaining about their absurd prices they did discount my bill 30% or so. ever with that was still absurdly overpriced)

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No
Employees Worked With
D
Sep 21, 2017 -

BMW of Alexandria responded

We truly apologize for your frustrations. We are priced competitively for the area but are always willing to work with you on the bill. Thank you, BMW of Alexandria

July 22, 2017

"Horrible experience!!"

- rterraza

Below is my experience at this organization. I suggested avoiding!! Hello Tracey, I have to say this has been my worst experience ever with ANY BMW dealership. I've owned a BMW since 2011 and have been to 6 or 7 dealerships in 4 states and this experience has been the worst. First, I ask for a loaner car and am told they are on a "first come, first served" basis. So I get to the dealership at 7am sharp to get my car only to be told (by you) that there are no more cars. Second, you gave me a metro card to take the train to work. (I work next to the Tysons Corner metro stop). Third, you call to tell me something about a nail in my car. I call you back and try to get a hold of you...of which you NEVER returned my calls. Fourth, when I finally get a hold of you, I asked when my car would be ready and you mentioned by 5 or 5:30 pm. So I left work at 5:30 to get to the Van Dorn Metro by 6:15. As I tried to exit the metro, it would not let me leave because there wasn't enough $ on the card you gave me!! Fifth, when I get to the dealership, I find out my car hasn't even been looked at!! I wish you could've at least given me a courtesy call to let me know my car wasn't ready. I ended up getting a loaner while I was there and showed up yesterday to get my car. I would have appreciated at the very minimum, a return phone call or at least a heads up that my car wouldn't be ready yet... I will NEVER go back to BMW of Alexandria again...

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Recommend Dealer
No
Employees Worked With
Tracey Martin
Jul 28, 2017 -

BMW of Alexandria responded

Ruben, We truly apologize for your experience with us. We definitely dropped the ball on all of this and there is no excuse why. We have spoken with Tracy about this as well. Our Service Director, Dave Cornell, would like to offer a $200.00 BMW House Credit for future services in hopes gain your trust back and allow us to show him why we are a 2017 BMW Center of Excellence Award winner. Thank you, BMW of Alexandria

June 17, 2017

"Agradecida "

- bmw435i

Michael me ayudo para conocer más de mi coche y tomar ventaja de los accesorios que posee! Fue paciente y todo el detalle de explicarme en mi propio idioma!

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Recommend Dealer
Yes
Employees Worked With
Michael Wilbert
June 07, 2017

"Vehicle Drop Off and Use of Loaner Process"

- Lin A.

I arrived at this dealership on Monday, June 5, 2017, at 7:25 a.m. to drop my vehicle off for service and pick up a loaner. At 8:25 a.m., exactly one hour later, I left the dealership after having requested to have my vehicle back so that I could go on to work. First, it should not have taken this long. I had completed all paperwork and was waiting for a loaner. After sitting and waiting for a while, I decided to go and inquire as to the status of loaners. To my dismay, there were no more available loaners. However, no one bothered to give me this information before or during my wait. I then proceeded back to the service counter to request that they bring my vehicle from the back because I needed to get to work. None of their alternative modes of transportation worked because I work in Bethesda. This process need to fixed. An hour was way too long to wait for a loaner and then end up not getting one. This was a colossal waste of my time. Although, I left home early, I was late getting to work. What's ironic about this is that I had a 7:30 a.m. appointment. According to my tech, it helps to have an appointment. This proved not to be true. Folk were given loaners on a first-come first-served basis. Appointment or not.

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Recommend Dealer
Yes
Employees Worked With
Dena (I don't know the name of the girl in the loaner dept.)
Jun 15, 2017 -

BMW of Alexandria responded

Lin, We apologize for the inconvenience we created while dropping your vehicle off to us. Due to the quantity of loaners in our database, they are a first come, first serve status. We did offer you all of our other transportation options but apologized that none of them worked for you. Best, BMW of Alexandria

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