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Extremely knowledgeable and friendly. Mike was a... - Cheryl
Extremely knowledgeable and friendly.
Mike was a pleasure to work with ! I will certainly be returning. Great experience ! Don’t change the way you care for your customers!
Top Reviewed Service Specialists At This Dealership
The “advisor” in Sales Advisor - JoyRiding
I bought a CPO BMW from Chris about three years ago. I had such a great experience working with him, a few months later my husband and I bought another BMW from Chris. When purchasing my vehicle Chris understood how much my travel and the cities I frequent. He recommended that I purchase the Road Hazard warranty because of this. Here it is 3 yrs later and I’ve used the warranty for tire issues and just recently for a cracked rim from the numerous pot holes driving in various cities. My cracked rim was replaced instantly and I was back on the road with just paying the deductible. All thanks from the advice of my sales advisor. It’s years later and I’m still saying thank you, Chris!
Excellent service by Kim - cborrero21
Visited today to get someone to help me with the technology on my X5. Kimberly HeerBrandt was assigned to help me. Kimberly was very professional in explaining all the technology in my vehicle. She made sure I understood how to navigate through everything. She was extremely patient and answered all my questions and did not seem to be put off by having to help me. In addition, she showed me how to use the roadside assistance feature and found that the name registered with Roadside Assistance was someone else. Kimberly did not hesitate to go to her computer and got me and my wife registered. Once finished we went back to the vehicle and called Roadside Assistance to make sure all the changes went into effect, Awesome Client Advisor and I will not hesitate to purchase a vehicle from her when the time come,
Jacob Dean is very professional, excellent service, very... - kyrylo.kapustinskyi
Jacob Dean is very professional, excellent service, very professional follow up with a costumers, Great quality of work, competent answers on all questions, very polite!
Steve Lerner is a knowledgeable,professional and patient - Karen
Steve Lerner spent over two hours with me helping me to understand the complexity of my BMW 550E This beautiful automobile was purchased by my husband who sadly passed away shortly after the purchase. I had never driven the car, and was intimidated by the many options that my husband had chosen. Steve was infinitely patient, and thoroughly knowledgeable about the car. He was careful to make sure I understood all of the safety features as well as the features that make the BMW so much fun to drive. I left feeling confident and ready to drive this amazing car. Steve is a wonderful ambassador for BMW.
Assistant Parts Manager
Sean was AWESOME! I’m was able to get in and out and got... - raal
Sean was AWESOME! I’m was able to get in and out and got a car wash too! The waiting area was comfortable and easy to work from while I waited.
My Service Advisor was professional and provided timely,... - waltert
My Service Advisor was professional and provided timely, attentive, and customer interaction. She made sure that I understood the required services and the time it would take to complete them. Customer service doesn’t need to be large gestures, I appreciated my Service Advisor keeping me informed.
The Service Department at this dealership is the best.... - Dennis
The Service Department at this dealership is the best. Randy was very courteous and helpful with all of my questions. In addition, prior to leaving the dealership they washed and vacuumed my vehicle at no charge to me. Top notch organization.
Outstanding - David
The best experience I have had from any service provider - ever. Highly recommend and a big shout out to the two who made it all possible - Tamara Shaker and Erick Cosme.
I’ve (somewhat unfortunately) had to visit BMW of Fairfax... - carguy2019
I’ve (somewhat unfortunately) had to visit BMW of Fairfax Collision Center several times over the past 18 months to have various body damage repaired. Every time the experience has been beyond phenomenal. While the quality and timeliness of the repairs is excellent, what really stands out is the customer service. Whether it’s been to push my insurance company to authorize having the car repaired the right way (rather than the cheapest way) or helping me deal with the results of my own inability to drive without bumping into stuff, the staff has always been professional, friendly, and very helpful. I normally wouldn’t look forward to visiting a body shop, but I always enjoy visiting the BMW of Fairfax Collision Center...BMW of Fairfax’s regular service center could definitely learn from them. Ian and Henry have both helped me, with both being excellent!!
No customer service - disappointed
It took 3.5 weeks to repair a bumper on my 2018 GLC Mercedes. In that time, not once did they call me to update me. When we tried to call them we would often have to call 2-4 times before someone would answer - we found very quickly that leaving a message did not work. The excuse for not getting the fairly common part was that it was ordered from Florida and the hurricane delayed shipping. Actually we brought the car in at least a week before the hurricane. Was there no other part in the whole country that was not in t he hurricane zone? At the very least, you would think they would call me. My husband had to take over calling because I was so frustrated. He found out that the car might be available today - when we got there and I told the manager that we had not received a call he turned to the secretary and she said she was going to call us. I had to laugh. The work on the car is ok but if you expect even a tiny amount of customer service, don't go here!
HORRIBLE!!! - rickbimmer11@
THE WORST DEALERSHIP EXPERIENCE I HAVE EVER HAD!!!!!!!!
Please, do yourself a favor and never go there.
I paid a $2000.00 repair in service. My car wasn't repaired properly the first time. I was told to bring it back by the service manager and he would make it right.
While waiting in the lobby, after driving and additional two hours for the second time, and another day off from work. I hear the service adviser talking to the service technician who worked on my car.
The conversation lead to a not my problem kind of deal.....
Mortified I got up and spoke to both of them and let them know my car wasn't fixed properly the first time.......
Could you please help me I asked? I just want my car fixed for what I originally brought it in for, and already paid for.
I ended up speaking with the General Manager John Musilli on the phone.
He consulted the Owner, a Mr. Gregory. They both exuded a not our problem kinda attitude, and strongly disagreed with my concerns.... WOW
This just solidified that this dealership has a "CULTURE PROBLEM", from the top to the bottom.
A real we are the only game in town mentality!!!!!!
Customer beware, and for goodness sake, STAY AWAY!!!!
Recall Notice - Jean Welch
I want to praise Jim McAllister, J. Malone, Jr. and Bob, 2nd shift mgr. for their outstanding help in resolving my recent problem. Excellent Job!!!
Reliable, fairly priced, intelligent service. Excellent... - MadDawg
Reliable, fairly priced, intelligent service. Excellent place.
My wife's brand-new 2005 Town Car has an integrated... - Skylaw
My wife's brand-new 2005 Town Car has an integrated Nav/THX sound/6-disc CD changer. The CD changer ate a disc, requiring replacement of entire unit. After the initial problem, the car was returned with LCD screen down - Nav & radio could not be used. I moved the LCD back into place to enable these features for the 3 weeks we were told to expect for the replacement system to arrive. My wife kept calling after expected delivery date of parts and was told repeatedly they were not in. At the 6th week, she was told the replacement unit had come in 3 weeks before. After the 2d appointment, the car was returned with the service invoice annotated "replaced and tested" and the eaten CD on the floor. The unit was not replaced at all - marks that had been on the changer face were still present. The changer would accept and eject CDs but would not read any of them - so much for "testing." On 3rd trip, my wife was told Cherner would install a new unit the next day - undoubtedly the one that should have been installed in the first place. The mechanic tried to blame problem on home - burned discs. Not so, all were commercial. When the unit was in fact replaced, all worked fine. I have many suspicions about an invoice that says plainly that an expensive ($3000 option) unit was replaced and tested, when it was very obviously not.
The car has an automatic trunk opener/closer. Soon after purchase, the trunk closer SLAMMED immediately after opening fully, hitting my wife's hand hard. Injury was not major, fortunately, but the trunk slammed hard enough to have taken a limb off or cause serious head injury. It shook the whole car, and bounced it on the suspension. The problem repeated every time the trunk was opened after first time it occurred. The cause was a torsion bar in the trunk mechanism that had become dislodged. Cherner's response: Don't put anything on the raised shelf in the trunk. It could happen again. Before the repair, I made a video of the trunk slamming 5 times in a row as soon as it fully opened, and hand-delivered it to the National Highway Traffic Safety Administration, together with a complaint. It's a safety problem of great concern, and "don't put anything on the shelf" is all Cherner can say.
Dealer-installed wheel well mouldings were not installed properly. One came off even before the car was delivered to my wife. On the last trip (for the nav system problem) it came off again and was destroyed in the dealership's car wash. The work is just sloppy and it is not checked adequately. Terrible quality control.
One "service" manager became extremely rude to my wife; she refuses to deal with him any more. The second manager has been an improvement, but the work in the maintenance bays is still awful.
We are looking for another dealer in the Arlington VA area; we have never had such bad dealings from any other L-M dealer in other cities (Tampa, FL, Sacramento, CA and Baltimore, MD). Most have been super. Not these guys.
Lack of cooperation or followup was evident even at purchase - it was a painful experience. Even at the front end, these guys don't know how to do business. We had our own financing, and it was a straight-cash deal - no trade. Price was fine ("employee" discount), but the delay tactics, unnecessary delays in getting the car out the door as my wife wanted it, and even the inability to get the sales people to credit the cost of the unused standard wheels against the cost of the upgraded wheels (which they insisted in selling at full retail) was a trial - although they did it after an hour of haggling and waiting. Although we found our car 10 minutes after coming onto the lot, it took four hours to complete the transaction on a straight cash deal!! Not a service problem, but part of a dealership problem - these guys just don't care about doing business or taking care of customers.
Repair outstanding - NielK
Excellent repair. Completed when they said it was to be done. All employee contact was outstanding. I would recommend their collision repair to everyone. There were no surprises
BEWARE! Someone insured by Geico rear-ended my brand... - AMBD
Someone insured by Geico rear-ended my brand new car badly and Geico sent me here.
Everything seemed fine when I got it back, even though it took 2 WEEKS to repair, instead of ONE. I went home, only to see that someone at the repair center had put a green dent/scratch in my door. I took it back the next day and they gladly fixed it. Everything was fine… for a moment.
Just in case, I took it to my dealership and had maintenance look at it. They found: Koons put the wrong COLOR on my bumper (grey instead of blue!), didn’t replace the guard shield under my trunk that had been clearly ripped off (!!!), and the muffler was misaligned.
BUT WAIT. THERE’S MORE.
I then took it to another repair shop, the one my dealership sends its repairs to.
Not only were there all the problems listed above, but MY EXHAUST WAS NOT COMPLETELY REPAIRED. They left things UNFIXED and part of the system still PUSHED INTO MY CAR!
After so many promises from Koons that my brand new car would be returned to me as it was before the accident, I feel so ripped off and cheated that they would think these things would go unnoticed. The repairmen at Pohanka could tell the exhaust was still broken just by LOOKING at the car, before pulling it apart!
Stay clear of this place. The employees are extremely friendly, but this is not the place to go for quality service.