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BMW of Fairfax
Fairfax, VA
1,097 Reviews
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May 02, 2017
3-hour wait for an Oil Change & Worst Service Rep. May 2, 2017: BACKGROUND: 1st time I serviced my car at "BMW of Fairfax". I arrived punctually to my 9 am appointment for an oil change and multi-p May 2, 2017: BACKGROUND: 1st time I serviced my car at "BMW of Fairfax". I arrived punctually to my 9 am appointment for an oil change and multi-point inspection I was lured to by their online coupon. I always service my BMW at another dealer in the area but they did not want to honor the coupon. In hindsight I would have preferred to pay the extra money for a better experience. SHORT VERSION: Waited ~3 hours for a simple oil change, received passive-aggressive treatment and worst-ever customer service by the so-called "service advisor". Service Manager helped at the end but the damaged was already done. LONG VERSION (if you want to read the details): After waiting at their customer lounge for 2 hours without any update I located the "service advisor" I was assigned, he checked and stated they needed 20-30 more minutes, that they were draining the oil and they would wash the car after that. After 45 more minutes he showed up, stated that my car was ready, took me to the cashier, handed her the paperwork and only said "Thank you" and started to walk back to his office. No explanation/details on the multi-point inspection. No apologies for the delay. I said "Three hours for an oil-change?". He immediately got upset and said let's see if it were 3 hours, got the paperwork back and circled the times recorded on them and said something like "it was not 3 hours". Apparently they opened the service at 10:30 not 9:00 when I arrived. He did not give me a chance to react and ran to his desk. When I noticed the issue on the times on the invoice, I went to his desk and pointed out that clearly my car and I were there for the first 1.5 hours just doing nothing. He only said "ok, thank you". I was very calm today and did not want to say what that person really deserved to hear and on my way back to the cashier I asked for the Service Manager. I explained the situation to the Manager, he was understanding, apologized to me, stated that almost 3-hour wait for an oil change is not typical nor acceptable and that he would talk to the service advisor. Since there was nothing he could do to change the past, he offered to at no charge, get the code for a check engine light that coincidentally went on while driving to the dealer. At 9 am when I mentioned about the light to the service advisor, he said that he would have to charge me the $175 diagnostic fee. I did not order the diagnostic because I suspected it was related with the Gas Filler Cap left loose by a gas station attendant in New Jersey over the weekend. It turned out that I was right. I left the dealer in good terms with the Service Manager but extremely frustrated by the whole experience. More
by Victor
Employees Worked With
Allen C.
April 04, 2017
BEWARE! BEWARE! BEWARE! UNDERHANDED FINANCE TACTICS!!! My husband and I had been looking for 6 series GC for the last few months. We found one at Fairfax BMW that had low miles (2016 with 5,000 miles) and My husband and I had been looking for 6 series GC for the last few months. We found one at Fairfax BMW that had low miles (2016 with 5,000 miles) and was at a great price. On the surface the customer service was what I had expected. We flew from OH to VA to purchase the vehicle. I had stepped away while my husband signed the paperwork. Late that evening I reviewed the paperwork and noticed that we were overcharged for the BMW Maintenance Refresh and charged for an extra year of BMW Maintenance that we didn't request. I immediately called the dealership the next day and spoke with the finance guy and asked about the over charges. They charged us $1295 for the maintenance refresh and $1890 for the additional year of maintenance. Initially, during the call I didn't disclose that I had already spoken to three Finance Managers at different BMW dealerships who explained to me that BMW states what the cost should be, which includes a nice markup already. They each told me that the BMW refresh should have only been $700 and the additional year of maintenance that we didn't ask for should have only been $1200. When I told the Finance guy that the refresh should have been $700 he told me that was incorrect (lie #1), that it depends on what car you get (lie #2), and that BMW doesn't even offer a Maintenance Refresh plan for that low (lie #3). At this point I disclosed that I had spoken with other dealerships and they explained to me how it works and that regardless of what car we got the price is still the same. Immediately the finance guy began to retract his statement. He then told me that their prices are very competitive and they have to make the money up somewhere. I stated it back to him and said, "what I just heard you say is that since your cars are low, you mark the prices up to recover the difference and tell people those are the BMW prices." At that moment, he began to get irritated and told me they have to make money somehow. I asked for the BMW customer service number and he told me I could go on the internet and find it myself. I asked for the General Manager and he told me he I could hang up, dial back, and ask for him myself. I called back and left a message for the GM. It’s been over 24 hours and I haven't received a call back. No worries, I didn't expect one, which is why I've taken the matter up with BMW who has agreed to look into the situation. I wouldn't recommend this dealership to anyone. If they are willing to lie about the costs and add in services you didn't ask for to make up for them lowering the price, then no telling what else they would do to make a dollar. Where there's smoke there is fire. More
by Tee
Employees Worked With
Finance Manager
April 01, 2017
Poor sales experience my personal dealings when comparing the level of treatment from Waseem Qureshi is like dealing with a fast food worker, completely unprofessional you my personal dealings when comparing the level of treatment from Waseem Qureshi is like dealing with a fast food worker, completely unprofessional your typical used car salesman. I love the product but would not consider this dealership to buy it from. More
by The truth
Employees Worked With
Waseem Qurishe
March 21, 2017
BMW of Fairfax I have purchased used and new BMWs from this dealership. I had some issues with the CPO(used) car which were quickly addressed by service. This de I have purchased used and new BMWs from this dealership. I had some issues with the CPO(used) car which were quickly addressed by service. This dealership is smaller and older then most but sales and service is great. More
by tmckinley
Employees Worked With
James Duerbeck
March 18, 2017
Continuing support What I most appreciate was the continuing help I received from my sales person. I purchased my x5 in October 2016 and over a year later I had a repai What I most appreciate was the continuing help I received from my sales person. I purchased my x5 in October 2016 and over a year later I had a repair problem with another BMW dealer in Florida. I called my original sales person and he put me in touch with the technical specialists at Fairfax BMW. Thanks to them, I was able to resolve my problem with the other dealer. More
by X5Owner
Employees Worked With
James Duerbeck, Danny Williams
March 14, 2017
A true partnership at a local dealership Since purchasing my first BMW, I have been extremely happy with the level of customer service at BMW Fairfax.. The experience was great and the servic Since purchasing my first BMW, I have been extremely happy with the level of customer service at BMW Fairfax.. The experience was great and the services are above and beyond. I have been to several BMW locations in VA but fairfax BMW by far has been the best dealership. These guys are great. More
by Mohamed Hussain
Employees Worked With
Dirbeck, Leon
March 14, 2017
BMW Fairfax I have leased my 3 series from BMW of Fairfax. It is a dealership that provides great customer service and keeps in touch with its customers. All r I have leased my 3 series from BMW of Fairfax. It is a dealership that provides great customer service and keeps in touch with its customers. All representatives are great, but I recommend asking for James Duerbeck. He has significant knowledge and does a great job staying in touch with his customers. More
by saziz786@gmail.com
Employees Worked With
James Duerbeck
March 10, 2017
Sales Associate Over the years we bought at least 11 cars (18 years) and hated every single car salesman. But when my wife and I met James Duerbeck, everything change Over the years we bought at least 11 cars (18 years) and hated every single car salesman. But when my wife and I met James Duerbeck, everything changed. James is one of those people who explained everything and did not push any sales pitches. If anyone wants to buy a BMW, visit Fairfax BMW (on the corner of Lee Hwy and Prosperity) and ask for James Duerbeck. You will be glad that you did, Sid Oberoi More
by Sid
Employees Worked With
James Duerbeck
March 10, 2017
James Duerbeck & BMW of Fairfax I've had nothing but good from BMW of Fairfax. The tone was set from my first visit by James. Through the entire buying experience he was knowledgea I've had nothing but good from BMW of Fairfax. The tone was set from my first visit by James. Through the entire buying experience he was knowledgeable, helpful, and helpful. I can't say enough good things. My advice - great car and great person - go see him! More
by Tonyurreta
Employees Worked With
James Duerbeck
March 09, 2017
James Duerbeck I recently leased my 3rd BMW. After leasing a Audi for 3 years, I came home to BMW. I had the great fortune to work with James Duerbeck!! James was I recently leased my 3rd BMW. After leasing a Audi for 3 years, I came home to BMW. I had the great fortune to work with James Duerbeck!! James was the ultimate professional. He listened to my requests and took such care of my needs. I have recommended James a few times since and will certainly work with him again. Thanks James, I love my car!! More
by picchi
Employees Worked With
James Duerbeck
