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BMW of Alexandria - Service Center

1.5

47 Lifetime Service Reviews

499 South Pickett Street, Alexandria, Virginia 22304

47 Reviews of BMW of Alexandria - Service Center

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October 11, 2018

"Dishonest - Rip OFF"

- NN

DISHONEST! This BMW service department will propose to fix everything on your vehicle except what you actually brought it in for. I came in to get my breaks fixed and was prepared to spend the $1000 to get that done. I also had a TPM tire pressure monitor light on that I asked to be checked. This was an issue I had only a few months prior asked them to repair. Then the urgent calls started to come in. I was told I needed to get the control arm and bushings replaced and that if I didn't it could become hazardous while driving. I reluctantly agreed to have that taken care of out of safety concerns. A few days later I picked up my car and as I drove it off the lot the TPM malfunction light came on. Here we go again. This is the exact same thing that happened when I brought the car in a few months earlier. I immediately returned the car and asked that they recheck the TPM monitor. They assured me that there were no leaks detected when they checked but will check the sensor. The next morning I got a call that all of a sudden my car needed a new battery and actually needed a jump start to get it started that morning. I never had any issues with my battery previously but they insisted that they could not even begin to diagnose the TPM issue without me purchasing a new battery at $500. They insisted that that without a new battery the TPM monitor would not reset. I asked them to look at my service history so they could see that this was an ongoing issue and one I asked them to address during my previous visit. I had no battery issues then. All to no avail. I was so angered as they went on to tell me that if I picked my car up and took it home it would not start the next day. I literally felt strong armed into making a purchase I did not feel I needed. They had my car in their possession for a week and did not detect battery issues when I initially picked it up. All of a sudden when I return the vehicle because they did not fix what I had brought it in for them to fix in the first place, they found a dead battery in my car. I expressed to the manager Bob that I believed they may have done something to drain my battery and after a few days of back and forth they agreed to offer me a discount on the labor. $300 later I have a new battery and 3 days after picking up my car I have a TPM malfunction light on. ISSUE NOT RESOLVED. Thousands of dollars spent. STAY AWAY FROM BMW of ALEXANDRIA!

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Recommend Dealer
No
Employees Worked With
Bob the Manager
October 08, 2018

"Service is frequently terrible, Dena has a bad attitude"

- fedupmom

I have had issues with several service members in the 3yrs since I bought my X3 at this location. They are generally unresponsive and it takes many calls to even get someone of the phone. On Thursday, I called about needing maintenance prior to my 50K warranty expiring and was told I had to come in to know what all my car was due for though I was already 3000 miles overdue for oil change. Dena Van saw me Friday morning and told me there were no loaner vehicles and no service appointments untl Tuesday. I asked if I could drop off my truck and pick up a loaner at the end of the day Monday because my morning routine is not very flexible. She told me she couldn't guarantee but I called, text or email prior to the appointment she made at 5pm since that is the time she claimed the rental/loaner department required me to arrive though service does close until 8pm. I texted at 3:45pm on Monday and received no called back. I called at 4;20pm and Dena responded greeting me by name. She was not aware of the text and said there were still three people waiting for loaners. I asked if I should call back later, schedule for Tuesday morning which was not my preference and asked what my options were. She stated 3 cars could come in 10 minutes and she couldn't guarantee me. She said could schedule me for Tuesday. I told her that was inconvenient for me and I would call back in 30 minutes. I called back and 5pm and she stated there was still 1 person but she could probably get me in a loaner. She told me to come on in. I dropped everything and me and my 7 yr old son went straight to the dealer. AT 5:30pm I arrived and the service guy told me to take everything out of my car I wanted. I left the key in the car and walked in to Dena's desk. She was on the phone and another guy walked up and asked me if I needed help. I stated I thought I was waiting on Dena. Dena got off the phone and I asked her if I needed to go get my key. She stated yes because she needed it to check me in. As I was walking back out to grab my key, another customer who had been asking around about her being from some other dealer and having some issue with her vehicle at the garage after pulling up after I pulled in was at the door asking if she needed to sign in to be seen. I grabbed by key and came back in and Dena asked me if she could check the lady in before me. I looked at both of them totally confused and needing to get my child back home and the lady said you can go ahead. I walked up to Dena and handed her the key and she asked me with a snide attitude if I had a problem. I told her I might have a problem the way she was talking to me. She told me she was just asking and she did have an attitude. She stated the lady was there before me. I asked her how after I had called and texted and she had told me to come in for the 5pm appointment I already had and I had just gone to the car to get my key was that possible. She was shaking her head and had an attitude and I told her why she was the only person that could have checked her in. I told her I needed to see a manager and we might need another a sales person. She abruptly asked the lady next to her to check me in, the one with an appointment who had run around with her not answering texts and me calling her back and by then the other lady was being helped by someone else. She is nasty and rude and the new lady said there were no loaners. I told her that I had rushed up there because Dena said to come and that she could get me in a vehicle. I told her I needed the manager. I wanted to talk to a Bob Hammerstam(??) who was at another desk just a few feet away the entire time and while I was explaining to him that the lady had come in WITHOUT an appointment after me as she was explaining she had never been to this dealer, he cut me off and told me that didn't matter. I told him it mattered to me because clearly she was not there before me and Dena's nasty attitude was uncalled for. He told me Dena does normally act like that and I told him I had had issues with her and other service people in there before. I said Dena didn't act like there was any problem with her behavior and he said oh well it is but never said a word to Dena. He never apologized or offered any compensating treatment. He said he had a high mileage car he could get me and asked if that was fine. I said yes. Nothing is going to be done about Dena's bad attitude and flippant behavior. Dena's poor customer service did not seem to bother the manager much at all and I did not feel at all valued by the dealer. Dena Van is very snotty and unhelpful. This was my last straw with BMW. I love my vehicle but hate service. I had considered upgrading and this last experience just pushed me over the edge to a definite "NO!" I never had this issue with Lexus at all. Bye forever BMW unfortunately strictly do to repeated bad service from BMW Alexandria. It is dreadful and managers and those desk people need a full overhaul.

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Recommend Dealer
No
Employees Worked With
Dena Van, Bob Hammerstam
September 10, 2018

"My Experience"

- SK12345

I am very upset with the BMW of Alexandria's Service Department. This is the second time in a row that they managed to really screw up. Allen Hilbert should be made accountable for the latest screw-up. He calls me and recommends a service makes appointment and drags me to the dealership messing up my calendar (And I do have a very busy calendar). Only to not be there, as it was his day off!!! And once I get there I am told by another rep that given that my car was serviced two months ago there was no need for service. It wasted 2 hours of my time and not to mention the cost of going there and turning around immediately. I WILL NEVER AGAIN use this group! They are akin to a ship of fools! Incompetent!

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Recommend Dealer
No
Employees Worked With
Allen Hilbert
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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Recommend Dealer
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

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