BMW of Alexandria

Today 9:00 AM - 8:00 PM*
*At this time store hours may vary.
Sunday
12:00 PM - 6:00 PM
Monday
9:00 AM - 8:00 PM
Tuesday
9:00 AM - 8:00 PM
Wednesday
9:00 AM - 8:00 PM
Thursday
9:00 AM - 8:00 PM
Friday
9:00 AM - 8:00 PM
Saturday
9:00 AM - 7:00 PM

Customer Reviews of BMW of Alexandria

1.0
Overall service Rating
1 out of 5 stars(1)
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9 service Reviews
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1 out of 5 starsservice Rating

DO NOT BRING YOUR CAR HERE. AVOID

by S Harris on 03/31/2021

I would like to start off by saying that the negative reviews on this dealership have proven to be true and this was the most unpleasant experience that I have ever had with a dealership. This entire experience felt nothing less than rude and discriminatory. This is my first BMW and my first BMW service experience and it has put a damper on my view of the BMW brand as a whole. To begin, I called into the dealership and spoke to a service advisor named Karina Gonzalez (who is the rudest, most unprofessional advisor that I've ever dealt with before) and explained to her that I wanted to come in for a service since my vehicle has an active service contract. I asked her to verify that my information showed up in the system before coming in since bmw USA has updated it. She then verified and set my appointment for 10:30am. Upon arriving, she lied to my face stating that my car cannot be serviced on the basis of the service warranty not being transferable from the original purchaser which was incorrect per BMW USA because of my particular service contact type. At this point, I explained to her that she is may have the wrong information because the particular service contract on my vehicle is not attached to any individual owner but is attached to the vehicle. I also explained to her that BMW USA said that the dealer should call them if they have any questions. Instead of calling, she spoke to the service manager and explained that she felt the contract wasn't valid versus actually doing some research into the matter or calling BMW USA. She then walked me over to the finance manager (who I was told name is Chris) to try and sell me a "refresh" aka "extended service plan". Upon arriving to the finance manger's office, she went into the office and left me outside of the office with the door closed to adamantly prove, in my opinion, why she was right about service non transferability. I had to ask to knock on the office window and ask from the outside of the office if I could come into the office to be a part of the conversation. How rude and unprofessional? When I was finally offered to come inside, I was never introduced nor did I receive an introduction from either Karina or the finance manager. The service manager began the conversation by looking at his computer screen and telling me that that there was nothing that he can do on his end since I purchased a "used" car which they sold at their dealership in the past. I reexplained the details that I received from BMW USA and told him that BMW USA asked that the dealer to call if there were any issues or concerns. The finance manger then told said "Well you can call on your cell phone if you want". I then asked again if they could call from their office since BMW requested that the dealer call if there were any questions. The finance manager's arrogant response to me was "Well, I can call in an hour and a half because I have to help someone who is actually buying a "new" car because that's what I do. I'm the finance manager". At this point I'm wondering that if the finance manager wasn't able to help with this issue, why was I brought to you? To be reminded that I purchased a used car and that you sell new cars as if my concerns aren't as important? After this awful experience, I ended up reaching back out to BMW again and ended up getting my service done (under my exact service contract with no issues at all) by another Certified BMW dealership in my area just an hour later. This Certified BMW dealer also verified that BMW of Alexandria was misinformed. I want to end this review by saying, BMW of Alexandria has lost a future customer and I will make sure to let others know that they should not take their money to this dealership because they are rude, uniformed, and lack customer relation skills. I've read other reviews about this BMW location and realized that it seems others have had similar sentiments regarding this dealership and Karina Gonzalez in particular.

  • Recommend this dealer? No
  • Were you satisfied with the quality of work performed on your vehicle? No
  • Did the dealership complete the work within the timeframe promised? No
  • Did the dealership provide you with an accurate quote of the work to be performed? No
  • Do you feel the price paid for service(s) was fair and appropriate? No
  • Did the dealer honor all commitments made? No
1 out of 5 starsservice Rating

Horrible Service

by PJ on 08/20/2019

I took my BMW in for a new battery after years with the same one and no issues. BMW of Alexandria replaced it. Within 90 days, my vehicle stopped on me and I had to tow it to BMW of Alexandria. BMW of Alexandria charged $500+tax for a diagnostic and told me two items needed replacement costing $3,700. I was told by BMW Alexandria this may NOT fix the problem (parasitic drain?) and that BMW Alexandria could not check individual parts since no one would pay for them if the "fix" didn't work. I asked BMW rep if BMW expected me to purchase new parts with no expectation of them working and should they fail I would repurchase new items again? When she replied "yes" I was done. I requested my vehicle and was told that it would be at least an hour which turned into more than 90 minutes. BMW of Alexandria said they were charging my battery all night. Does this sound like it may have been a bad battery? My vehicle was driven around the building by BMW techs to the tow truck and I took it to another mechanic. They checked my vehicle for days (including each part individually that I was told by BMW of Alexandria could not be done) and found nothing wrong with it. Took it back and BMW Alexandria replaced my battery AGAIN which I told them I felt was the problem to begin with!!! I believe it was initially a bad battery, but BMW of Alexandria never acknowledged that and this ended up costing me more than $1,200 (bad battery+tow+diagnostic+tow+time off work). Totally disappointed in the customer service. Unfortunately, I will sell my BMW before I'll take it back to BMW of Alexandria.

  • Recommend this dealer? No
5 out of 5 starsservice Rating

Excellence in all Areas

by SJefferies on 04/10/2015

Sue Adebo in service did an excellent job in handling all four of my repairs in a timely and professional manner. I was able to get all items on my repair list completed in one visit. BMW of Alexandria exemplifies excellence in Customer Service, Auto Maintenance & Repair, Sales & Marketing, and Professionalism, which is why I will continue to do business with them. S. Jefferies

  • Recommend this dealer? Yes
  • Were you satisfied with the quality of work performed on your vehicle? Yes
  • Did the dealership complete the work within the timeframe promised? Yes
  • Did the dealership provide you with an accurate quote of the work to be performed? Yes
  • Do you feel the price paid for service(s) was fair and appropriate? Yes
  • Did the dealer honor all commitments made? Yes
5 out of 5 starsservice Rating

BMW in Alexandria is Excellent

by danab4u on 01/02/2013

I brought my BMW into Alexandria BMW for service and was provided a loaner car even though it was just for basic maintenance. I was planning on waiting but due to getting a free BMW loaner (of my choice!), I decided to take the BMW X3 since the forecast was calling for light snow. This was my first visit and I am very impressed with their huge facility and customer service.

  • Recommend this dealer? Yes
  • Were you satisfied with the quality of work performed on your vehicle? Yes
  • Did the dealership complete the work within the timeframe promised? Yes
  • Did the dealership provide you with an accurate quote of the work to be performed? Yes
  • Do you feel the price paid for service(s) was fair and appropriate? Yes
  • Did the dealer honor all commitments made? Yes
5 out of 5 starsservice Rating

5 star all aroound

by tootop on 08/17/2012

since I bought the car here I also service it here, well I have only been in one time so far and have to say im comforted that these guys will be the ones to handle my car issues.

  • Recommend this dealer? Yes
  • Were you satisfied with the quality of work performed on your vehicle? Yes
  • Did the dealership complete the work within the timeframe promised? Yes
  • Did the dealership provide you with an accurate quote of the work to be performed? Yes
  • Do you feel the price paid for service(s) was fair and appropriate? Yes
  • Did the dealer honor all commitments made? Yes
5 out of 5 starsservice Rating

Overheating problem caused by battery

by ohpete on 05/20/2011

My first dealing with BMW of Alexandria, other than a test drive. My 2008 535xi was overheating, and stalled when the temp got too high. I called the dealer in the afternoon, and they had me bring the car right in. The checked me in, and got me a loaner within a few minutes. The vehicle is under warranty. The next morning, by 10:00, they called and told me it was a battery problem and that they had replaced the battery and they performed a couple of reccomended warranty service items (which I approved upon dropping the vehicle). Overall, a great experience. Much better than I expected after reading a few older reviews. On a different issue I did try to contact the service department and got sent to voice mail multiple times, and only received a call back days later, so I'd reccomend calling in the afternoon, as they did not seem as busy.

  • Recommend this dealer? Yes
  • Were you satisfied with the quality of work performed on your vehicle? Yes
  • Did the dealership complete the work within the timeframe promised? Yes
  • Did the dealership provide you with an accurate quote of the work to be performed? Yes
  • Do you feel the price paid for service(s) was fair and appropriate? Yes
  • Did the dealer honor all commitments made? Yes
1 out of 5 starsservice Rating

Not what I expected...

by tannersv on 01/25/2011

I took my recently purchased BMW 7 series to have an extensive check performed on the vehicle. I read great reviews of there service department and even though they were an hour away from my residence I seen it worth the drive for great service. The vehicle was not under warranty and had approximately 56k miles. On top of having the check performed I had concerns of my own that I discovered such as the alignment and stereo system. When I received the vehicle back I was more than displeased. The alignment still felt way off and the stereo still popped and crackled. I was assured by my service adviser Steve that BMW's just pull to the right and it was more than likely the crowning of the roads. To add they said they could not "replicate" the stereo issue. I was not pleased but I need to have my vehicle state inspected so I had little time to think about the issue. I took the vehicle in and not only did it fail the state inspection they found more things wrong with my vehicle. They said the alignment was off which I just paid $170.00 to have fixed. They said my pads were near their end and my rear rotors where to thin to pass state inspection. To top it all off they said one of my tires was missing a lug nut. Now paying upwards of 300 dollars just to look at my vehicle and tell me what's wrong with it let alone to have me pay you after the fact to fix it I was more than displeased. After calling back with my issues and speaking with the service manager Bob I was reassured he would personally call me in the morning to have me a BMW loaner and receive my car again. The next day around 3pm I still received no call and after countless calls to Bob I never received a response. Fed up I called the general manager Mike. Mike was more than friendly and a real go getter in the situation. He made me feel confident that my issues would be handled after all credibility I had in the company was destroyed. Unfortunately the trend of talking a good game but not delivering remanded the same. When I was notified for pick up via email (no call made...) I was told that they replaced the lug nut but when they took off the lugs to seat them evenly they noticed one of the lugs was much shorter and not OEM spec and alerted me that there might be more on the other wheels...Now knowing that I paid to have the vehicle inspected and notified of ANY and EVERY issue I was baffled that they didn't even check the other wheels let alone fix the issue or ask me if I wanted it fixed! I seriously wonder what I even paid for as far as the inspection goes. At this point I figured it was time to cut my losses, pack up and move on. My issues were never resolved, I was about 2k invested into service with only half of my worries taken care of and to top it all off when I left the dealership no more than two minutes after I left the lot my flat tire alert came up. Even with them knowing there was an issue with the tire I guess topping it off with air long enough for me to take it to another service center was to much to ask. Service was sub par and customer relations blew my mind, I gave free range to tell me anything that was wrong with the vehicle and the only things found were things I pointed out, it was as if this company doesn't like making money?!?! The GM was a good guy and I can't be mad at him, he's only as good as his weakest worker which which was more than likely my service adviser which I would be surprised if he holds a job there much longer. Rule of thumb, if a service adviser tells you that your 100k + BMW just naturally "pulls" to the right, politely smile and run the opposite direction.

  • Recommend this dealer? No
  • Were you satisfied with the quality of work performed on your vehicle? No
  • Did the dealership complete the work within the timeframe promised? No
  • Did the dealership provide you with an accurate quote of the work to be performed? No
  • Do you feel the price paid for service(s) was fair and appropriate? No
  • Did the dealer honor all commitments made? No
1 out of 5 starsservice Rating

Find another dealer

by easyr on 01/08/2011

Find yourself another dealer. They are condescending, rude, no customer relations skills, and they will find a way to rip you off. My first encounter was mostly uneventful, having stopped in to look at new cars when my other BMW was at lease end. They made zero effort to negotiate price below list, despite even turning in another BMW lease (no customer brand loyalty, apparently because the initial lease was from another dealer). They offered only to waive the $350 disposition fee on the old lease, which is standard BMW financial pricing. I called two other area BMW dealers (VOB and Passport) after that trip, and immediately had offers over the phone that were $120 less per month on the lease and zero b.s. fees that BMW Alexandria charges (admin fees). (All other terms were the same.) After pointing out that I had an offer on a much nicer Benz for far less money, they essentially said go enjoy the Benz (which I have now done). I tried to return my car to them at lease end just as BMW Financial directed. More unreturned phone calls for days only to finally get someone days later who evidently couldn't be bothered to do his job. I turned in the car only to have it fly-specked and some bogus nicks treated as "major" damage. When I complained that none of these things qualifies as major damage when using the BMW-supplied disc for sizing up damage, I was told to have my eyes checked. (Having turned in several other leased cars, I know this dealer's standards are incredibly strict.) The service guy said I should just take it to the place I got the car if I didn't like it. (No mention of the fact that BMW allows an inspection by an independent third-party.) When I said I expected courtesy and service, he said it wasn't his problem because we didn't buy the car from him. Everything I said elicited a rude response or chauvinistic comment. I complained to the manager, who to his credit was courteous, but the only thing he cared about was whether I was buying a new car. If I agreed to lease from him -- and i am in the market for a second car-- he'd "take care" of the charges, but otherwise he could care less how his service person acted. He simply told me that his man had been a good employee for years. He even suggested he could find more damage on the car and make the turn-in process even more expensive. Gee, that really makes me want to come back to you for my next car! It was patently obvious that they wanted to squeeze more money out of me at lease end. I've leased several other luxury cars and never been charged for damage before, even when I made it clear I was changing brands. If you're in the market for a BMW -- which I still think are generally nice cars -- you'd be well advised to go to another dealer.

  • Recommend this dealer? No
  • Were you satisfied with the quality of work performed on your vehicle? No
  • Did the dealership complete the work within the timeframe promised? No
  • Did the dealership provide you with an accurate quote of the work to be performed? No
  • Do you feel the price paid for service(s) was fair and appropriate? No
  • Did the dealer honor all commitments made? No
4.4 out of 5 starsservice Rating

Great Service

by way2fun_lotus on 03/21/2009

Took my 550i here for service on 3 occassions and the service was always excellent and on time. Service techs and knowledgeable and accessible. Receptionists are REALLY beautiful, too. Not that it matters (much).

  • Recommend this dealer? Yes
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