BMW of Fairfax

The WORST Service department anywhere! The problems The WORST Service department anywhere! The problems started last year. The car must have had a loose sensor because warning lights would intermitt The WORST Service department anywhere! The problems started last year. The car must have had a loose sensor because warning lights would intermittently come on, such as bulb out (even though the bulb worked fine). On 3 separate occaisions we asked them to look at it. They promised they did and found nothing. Finally, several months later, a friend took a look at the car and was able to jiggle the loose sensor back into place! A simple fix - perhaps BMW of Fairfax did not even bother to take a look. Recently, we took the car in for minor work (power window was off track) We made the appointment 4 weeks in advance (it was the earliest they could give us). We were told to drop the car off at 8am. We dropped it off at 8am, and Rick told us that their service person was not going to be in until 11 am!!! By 3pm, we still had not heard from Rick, so we attempted to call ourselves to get an update. We spent 30 minutes trying to get through to the service department but were given the run around by various receptionists and service agents (such as transferring us to the main answering machine). Finally, we heard from Rick and they had not even looked at the car yet! He said they "hoped" to get to it soon! He said the service person was still not in yet! That he was stuck in traffic in PHILADELPHIA but hoped to make it in by 4:30!!! So I asked Rick why they bothered to schedule our appointment on a day that the service person was not in. He said "it's like making an appointment for the doctor - sometimes you never know when they'll see you!" What an idiot! Additionally, BMW of Fairfax has contracted with Enterprise for loaner cars - but only covers 1 day of rental. After reading the other reviewers complaints and my experience, I am inclined to wonder if this is a scam between Enterprise & BMW. They take your car, don't bother looking at it for several days and stick you with a rental for a week (of which you are stuck with the bill for all but 1 day!) STAY AWAY FROM BMW OF FAIRFAX! More

My ordeal with BMW of Fairfax started when I tried to make an appointment with them for service. I called several times but never managed to get through to anyone. I finally scheduled an appointment on make an appointment with them for service. I called several times but never managed to get through to anyone. I finally scheduled an appointment online. I then took my 3-series in for an oil service and to have the windshield wiper motor checked. My service adviser (Rick) was courteous and promised the vehicle would be ready by the end of the day (it was, after all, a very basic service call that should have taken no more than an hour). When 3 PM rolled around and I had not heard from the dealership, I called to get an update. Needless to say, getting anyone on the phone was next to impossible, but I eventually got Rick to return my calls. He said the car was being "worked on" and would be ready at some point later on. He promised to call back in an hour, but didn't. When I got a hold of him again at 5:30, my car was still being "worked on" (very odd...), but Rick told me it would be ready at 7:30. When I went to pick it up at 7:30, the car was not ready for me and the service ticket had not been closed because they were still "working on the car." Rick was long gone. When I finally got my car 30 minutes later, there was no indication that any work had been done on it--the service indicator had not been reset, the car was not clean, the windshield wiper motor had not been looked at, etc. Needless to say, I called Rick and left a message expressing my disappointment, requesting an explanation, and noting that I would contact BMW N.A. regarding the incident. The next day I got a call from Rick, who, to his credit, apologized, but claimed that at least the oil change had been done. Unfortunately, he also tried to pin the blame on me for having insisted on getting updates on the status of my car and for having expected the work to be done in a day. Never mind that I never told him it had to be done that day, or that, by his own admission, he lied to me about the the car being worked on when it was just sitting on the lot. Funny how I'm to blame for him lying to me. I dropped off the car again to have the work done the next week (April '06) and was treated better (I guess my complaints had some impact). Nevertheless, when I returned later in the day it took another 30 minutes for my vehicle to show up once I paid for the work. All I wanted from BMW of Fairfax was that they be relatively easy to get a hold of (not!), that they give me an honest answer about the status of my car (I would have been fine if Rick had told me they were backed up and would not get to work on my car that day), and that they do the work they committed to doing. For this visit, BMW of Fairfax was 0 for 3. To add insult to injury, on a previous visit someone in the service department stole the change out of the coin tray in my car, all $2.15 worth of it. How cheap is that? You'd think this was a used Kia dealership... Oh, wait, I'm being unfair to the Kia guys... More

When I went to buy my BMW in 2003 the sales people were very difficult to work with in terms of price. It was one of those things were you would suggest a resonsible price (like Edmunds TMV) and sales per very difficult to work with in terms of price. It was one of those things were you would suggest a resonsible price (like Edmunds TMV) and sales person would be like no way I can do that, then I get up to leave and then he is like ok, ok, ok, sit down and lets work something out. You are going to get some serious haggling, very time consuming and very annoying. Even after I left and didn't buy the car from them, I would get calls from the sales person like twice a day. I eventually bought from Jeff @ Passport BMW in MD (excellent experience with Jeff and Passport). So I've had my car from Passport since 2003 and live in Fairfax so I go to Fairfax for service. What is really, really annoying with their service dept is that you have to make an appointment to have your car serviced, which is fine, but most of the time you're going to have to make the appointment atleast 30 to 45 days out like a Dr.s appointment. Ridiculous. I realize they are the only BMW dealership located in Fairfax, in a county known to have one BMW for each residence. You would think Fairfax BMW would expand and provide better service . . . . My recommendation is buy from someone other then Fairfax, you'll have what I call a real BMW experience, get your car serviced by a dealership other then Fairfax BMW. Good Luck. BTW, my 3 series is a great car no problems, its just Fairfax's service dept. To their credit the service dept does good work it just takes forever to get appointment. More

I took my 1999 M3 here to get a few simple things fixed before my CPO warranty expired. The check coolant sensor was going off on my OBC even though the coolant level was fine and the sensor was working (e before my CPO warranty expired. The check coolant sensor was going off on my OBC even though the coolant level was fine and the sensor was working (error kept coming on even after replacing the sensor). Also, my transmission has that issue of sticking behind 5th gear in cold weather instead of resting between 3rd and 4th like it should. The only way I've ever heard of truly fixing the issue was by replacing the transmission. I knew they wouldn't be willing to do that, but I figured that I may as well tell them about it since I'm taking it in anyway. So I drop it off on Monday for essentially just a check coolant OBC code. I get a call that Friday that it's all taken care of and is ready for me to come pick up. They claimed all that was necessary to fix the tranny was to replace some bearings. Right. So I go in that Saturday and pick it up. I get out on the beltway and guess what? No 5th gear! Their incompetent “technicians” installed the bearings incorrectly and it won't go into 5th. Now, testing this wouldn't have even required a test drive; all they would've had to do to realize they screwed up is sit there and try putting it into all of the gears. But that was obviously too much of a hassle. So I go back, tell them it's screwed up, and get another loaner. Up until now I had an Enterprise loaner. Now I have a dealer-owned X3. More on this later. Eventually they call and say it's ready (again). But the check engine light is on, they broke an O2 sensor while taking out the exhaust.. And oh so sorry, that's not covered under CPO. But they'd be "willing to eat the labor" and replace that O2 sensor for you for the low low price of.... $450! This part is easily available for ~$120. So I'm driving home and I pull into a gas station. There's smoke pouring out from the centre of the car. It's leaking oil badly and burning up. So I call the CPO roadside assistance and have it towed back. The seal on the dipstick tube was damaged somehow (it was fine when I initially brought it in and when I took it back the first time when the 5th gear was screwed up). Here's the kicker: the service adviser ADMITS that someone told him about this and did NOTHING about it. And this was covered under CPO, which is why the car is there in the first place. When I pick it up a third time, the idle control was screwed up, so I had to wait another 30min for them to fix that. This whole ordeal took about a month. Now here we are in late August. A few days ago, my American Express card was curiously charged $164.95 by Enterprise. Keep in mind I took my car in just a few days shy of four months ago. I first call Enterprise and ask for an explanation. They tell me that BMW of Fairfax refused to pay the Enterprise bill, so they defaulted payment to my Amex. I call them (getting who you need to talk to on the phone is a challenge in and of itself). Finally I get a hold of at least SOMEONE from the service department. She tells me that they only cover the rentals for 24 hours, regardless of how long the car is in for service. This is despite the fact that the car was under warranty and I scheduled an appointment to drop it off in advance. When this happened in May I was told they covered it for a week, which is the whole reason why they gave me a dealer-owned loaner at that point. I explain this and she puts me on hold for a few minutes, then tells me that the person I need to talk to is “on the phone” and that if I leave a voicemail he’ll “call me right back.” HA! Right. Finally I called Amex and disputed the charge. I highly recommend against even the consideration of going to this disgustingly pathetic idea of a dealership. More

I bought my car and my salesperson asked me to complete a paper copy customer survey. He told me to give him all 5's (the highest score) just so that he could pass the survey. He insisted that all 5's ju a paper copy customer survey. He told me to give him all 5's (the highest score) just so that he could pass the survey. He insisted that all 5's just meant that he passed, and not that he was perfect. I didn't have the best feeling about him because he made me pay extra for the floormats and he was very rude during our price negotiation. But, I didn't want to flunk him, so I gave him all 5's. <br>Five weeks later, BMW of N. America contacted me to answer a customer survey over the telephone. I answered the questions truthfully and gave him mostly 3's and a few 4's and 2's. I didn't realize that it was the same survey that I had filled in on paper at the dealership. Two days later, I got a call at work from the salesperson berating me on my review of him, repeatedly saying that I had "massacred" him and that I pretty much ruined his bonus and his career. I told him that the fact that he called me to complain about my survey proved that he deserved the score I gave him. Then I called BMW of N. America to see what the survey results really meant to the salespeople. The telephone operator told me that the salesperson was being a big baby and she apologized for his rude behavior. <br>I believe that the salesperson tried to manipulate me to give him a high score just so that he could get a bonus, not just so that he could pass the survey. <br>When one of my colleagues recently shopped for a new BMW, I told him to not go to BMW of Fairfax and especially to not speak with my salesperson. <br>Only 2 months after I purchased the car, I got a tiny crack in my windshield from a pebble flying up on the road. I called the dealership to see if they have a contact to repair it, and the girl on the phone told me to bring the car in to the dealership because it might be covered under warranty. I spent 45 minutes getting to the dealership only to be told that the girl on the phone was mistaken and that they don't repair windshields at all. It was a huge waste of time. The staff is totally incompetent. <br>I would not recommend this dealership to anyone. After reading the other reviews written here, at least I know I'm not alone. More

When I first purchased my BMW I took it to Fairfax BMW for service. On one visit they ordered a new radio for the car and informed me that they would call when it arrived. They did call and I scheduled for service. On one visit they ordered a new radio for the car and informed me that they would call when it arrived. They did call and I scheduled a time to leave the car. I had to get a ride from the dealership to work in the morning and then a ride back in the evening. On the ride back I called to make sure it was ready and they informed me that the radio never came in and my car just sat there all day. When I arrived noone appoligized and my car was not cleaned (as is there standard practice when they do repairs). More

I've been to this dealership for both sales and service. Although Sean, when I first met him, was a little unresponsive, he later warmed up. Since then he has been one of the best salesmen I've dealt with. Although Sean, when I first met him, was a little unresponsive, he later warmed up. Since then he has been one of the best salesmen I've dealt with. I got an incredibly good deal on my car from him, he's programmed options on my car for free several times, and he lent me a Z4 when I brought my car in to have some swirl marks buffed out (on the house). The swirl marks were for the most part removed, although I found some scratches that I'm don't think were there before I gave them my car (although I'm not sure). Overall, people there have been very courteous and friendly. I encountered one jerk, but everyone else was always polite and helpful. I'm sure others have had bad experiences there, but I can only speak for my own, which have been great thus far. More

Customer Service Rep Charles has always treated me respectfully, and professionally. Had my car ('01 330Ci coupe) in for service and diagnosis of a rattle in the right door, the head mech rode with m respectfully, and professionally. Had my car ('01 330Ci coupe) in for service and diagnosis of a rattle in the right door, the head mech rode with me to figure out the problem. On the down side, their parts are bit more expensive than some of the other DC-area dealers. More

Took vehicle in to address intermittent simultaneous EML, DCS/ADB, and Brake lights together with vehicle lost power/not operate above 30 mph. This occurred after emission dyno service – I am not sure if thi DCS/ADB, and Brake lights together with vehicle lost power/not operate above 30 mph. This occurred after emission dyno service – I am not sure if this caused the fault but be aware of this on cars with DCS. Arrived at 6:00 AM and waited till 7:30 AM so I could be the first to enter service. Service department said that they are "backed-up" even though it is an emergency that can be safety related when this problem occurs at high speed. My appearance early did not matter either. I documented all occurrence of problem and they were not interested in reviewing the problem with me. They said the mechanic would look at the car when they could get me in the shop. I don’t understand why they do not want customer specific information about the problem. The said the earliest appointment was + 5 days (today is Monday) or I could leave the car and they MAY get to it by Wednesday. This would be a warranty claim and I require a loaner car. They said they cover a temporary rental vehicle free of charge for ONE day only. After that regardless of the reason, you have to pay $39.99 per day, as it waits for service on the dealer's lot. Discussion with management at the dealership did not result in anything positive to help me with my “high-end” vehicle.<br><br>WOULD NOT RECOMMEND THIS DEALERSHIP FOR SERVICE!!!<br><br> More

I took my car to BMW of Fairfax Body shop a few months back and am writing about my experience with them, so that u guys dont take your cars there if you ever need to. Well the body panels they painted to back and am writing about my experience with them, so that u guys dont take your cars there if you ever need to. Well the body panels they painted to match dont even match, the original Carbon Black paint is much noticably bluer than the paint they used on the front bumper and fender which is much purpler. Its not noticable in the dark but very noticable under the light. When I got my car back I noticed someone tried to slimjim my car and left a crack at the top of the driver side window. The driver side window trim was also deformed. I KNOW my car was not like this when I brought in there in the first place. The manager (I presume) then gave me attitude when I accused them of this xxxx. He said the body shop was not responsible and that the crack is from the window automatically going up when you close the door. He then started to mumble about someone trying to break in my car before I brought it into the shop. Which one is it dude? Unbelievable and totally unprofessional. When I got the invoice it said they had done a 4 wheel alignment, but when I drove my car on the highway I noticed my steering wheel vibrate. I then brought it in for an alignment at Curry's Auto. After they aligned the car the problem went away. I then called the body shop to tell them that my car was not aligned at all and they had even charged me for it. The guy I was talking to (His name is Danny Miguel) or something, paused for a second, and then tried to xxxxxxxx me like I was some xxxxxxx. He told me that the vibration I felt was most likely caused by tires that weren't balanced correctly and that steering wheel vibration has nothing to do with alignment at all. It has everything to do with alignment!!!! I could see if the wheel was still vibrating after Curry's Auto did my alignment then it might be the tire balance. Since the vibration went away after the alignment then it has everything to do with it! This is totally something I WOULD NOT expect from a "Top Notch BMW" high end body shop. Do not take your cars here.<br> More