BMW of Alexandria - Service Center

Dishonest Service "Advisor" 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 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. More

Buyer beware -- They rip off their customers! 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 serie 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. More

Dishonest and unprofessional 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 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. More

Poor Service Operation 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, wh 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. More

Overnight for oil change 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 laz 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 More

RUN!! 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 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 More

Agradecida 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 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! More