BMW of Fairfax

EXTREMELY DISAPPOINTED – Unsafe Service, Zero Accountability, and Disrespectful Treatment I recently brought my BMW to BMW of Fairfax for an AC repair, and the experience has been one of the w Accountability, and Disrespectful Treatment I recently brought my BMW to BMW of Fairfax for an AC repair, and the experience has been one of the worst I’ve had with any dealership. My service advisor was Hamid Khalid. I originally came in because my AC condenser was leaking. Instead of focusing on the actual issue, I was told I “needed” several other repairs — all of them outrageously priced at 2–3 times what my independent BMW specialist (who I’ve used for 20 years) charges. I declined the upsells because I know my vehicle and my mechanic. After six days, I received a second “Primary Concerns Analysis.” Suddenly, they included another AC leak repair costing $5,600, but failed to mention that fixing the condenser alone wouldn’t work unless that additional leak was fixed too. My trusted BMW mechanic quoted that same job for $1,200. The lack of transparency is unacceptable. On top of that, they told me I was “due” for an engine oil service — even though my car clearly did not need it for another 2,000 miles. The oil service would have been free for me, but I asked them not to touch it, because my oil drain plug is custom. After 13 days, I finally picked up my car. I didn’t even make it three blocks before smelling strong burning oil. The closer I got back to the dealership, the worse it became. I returned immediately and spoke with assistant manager Elena Tanase, who told me it was my fault because I denied the oil service — and claimed I “brought the car with no oil,” which is completely untrue. I explained that I didn’t feel safe driving a car with a burning smell and possibly no oil. I asked to get the loaner back so they could recheck it. She rudely refused, saying she “couldn’t do that.” She also told me, shockingly, that “NOTHING happens to cars when you drive with empty engine oil.” Anyone who knows anything about cars knows this is absolutely false and extremely dangerous. I drove away terrified, the burning smell getting worse, and on top of that — the AC (the whole reason I brought my car in and paid over $2,000) was still not fixed. I stopped at AutoZone, and thankfully a mechanic there helped me add oil to my car so I could at least get home safely. I then contacted manager Charles Barber. On the phone, he told me the complete opposite of what his assistant manager said. He admitted that driving without oil would severely damage my engine, and that it was “not possible” Elena would have let me drive off like that. We agreed to meet in person. That meeting was even worse. He repeatedly implied that I was lying — about the oil, about the AutoZone mechanic helping me, and even about the burning smell. He told me that I didn’t put oil in my car because I “didn’t have the tools to reset the vehicle status screen.” He spoke to me as if I were a child who knows nothing about cars — this is my 4th BMW. He also insisted we meet in person because he “couldn’t understand me” over the phone. I do have an accent, but I speak perfectly clear English. I couldn’t help but wonder if this was discrimination as well. At the end of everything, nothing was resolved. They took zero responsibility for why my car suddenly had no oil when it wasn’t due for service for another 2,000 miles. No explanation, no apology, no accountability. BMW is supposed to stand for quality — but customer service means serving the customer, not upselling them, gaslighting them, or putting them in unsafe situations. This dealership failed on every level: ❌ Dishonest diagnostics ❌ Outrageous pricing ❌ Unsafe handling of my vehicle ❌ Blaming the customer for their mistakes ❌ Rude and dismissive treatment ❌ Complete lack of accountability I will never return to BMW of Fairfax for service, and I strongly warn others to be extremely careful. More

James O’Brien and the entire team were fabulous to deal with. Great dealership! I would highly recommend them. with. Great dealership! I would highly recommend them. More

Customer experience was world class! Ferris and Jude were AWESOME! Life long customer for sure! Ferris and Jude were AWESOME! Life long customer for sure! More

Wonderful experience with Arben, Feroz, & Evans. Thank you gentlemen! Greatly appreciate the fantastic service! Highly recommend this crew. Thank you gentlemen! Greatly appreciate the fantastic service! Highly recommend this crew. More

Excellent Salesman! One of the better if not the best, I have purchased a car from. Arben had a lot of patience and was able to address all my questions and concerns. H One of the better if not the best, I have purchased a car from. Arben had a lot of patience and was able to address all my questions and concerns. He came through with a deal I could live with! More

Michael Parrish was the sale person for me and he answered promptly through email, text, and In Person. I am satisfied with his service and he helped me a lot to make a clear decision to buy the car. answered promptly through email, text, and In Person. I am satisfied with his service and he helped me a lot to make a clear decision to buy the car. More

This is my second purchase from Alex at BMW of Fairfax and it has been nothing but spectacular from the moment of first contact to the dotting of the I's and crossing the T's and it has been nothing but spectacular from the moment of first contact to the dotting of the I's and crossing the T's More

Excellent, knowledgeable, low pressure sales experience. Demonstrated car without asking timing or any of the usual pressure tactics. Would buy there again. Demonstrated car without asking timing or any of the usual pressure tactics. Would buy there again. More

My car purchase was outstanding. Amir was friendly and very professional. However, when I took my car to the service department (for help with pairing my phone) absolutely no one w Amir was friendly and very professional. However, when I took my car to the service department (for help with pairing my phone) absolutely no one would wait on me and after 30 minutes of waiting I left. VERY disappointed in the service department More

I’ve always believed that the true measure of a dealership lies in its Service Center, and in the case of BMW of Fairfax, this couldn’t be more true. My experiences here have consistently been exce dealership lies in its Service Center, and in the case of BMW of Fairfax, this couldn’t be more true. My experiences here have consistently been excellent. The team is customer-focused, highly professional, and genuinely passionate about what they do. Konrad, the Service Center Manager, leads by example and his enthusiasm carries through to the entire staff. The trust I have in this team is so strong that it alone would keep me loyal to the brand. Recently, I stepped into a new BMW i5, and the sales experience only reinforced my confidence in this dealership. What I truly appreciate - especially with Petr - is their ability to adapt to the customer’s style. I prefer a straightforward process: load my build, handle delivery, and keep interactions minimal. Others may need more guidance along the decision-making and buying journey. Either way, the team provides the right support. This flexibility, combined with their professionalism, makes BMW of Fairfax stand out in a way few dealerships do. Thank you for helping me bring my dream to life! More