WORSE CAR EXPERIENCE IN MY LIFE
DAY 1: I saw a beautiful preowned 740Li BMW online at AP Fairfax dealership that had the amenities and color I was looking for. I asked a friend who lived a little over an hour away to go look at it, get car fax and test drive it on Sat because I live and work more than 2 hours away from dealership. My friend informed me that the car was on showroom floor and was told could not test drive it because they only would allow the interested buyer to test drive it. My friend who is mechanically knowledgeable gave the car a thumbs up despite the opportunity to test drive it so I told him to place a deposit to show my serious interest therefore he drove back to the dealership Sat evening and gave them a deposit and was informed I could come anytime on Sunday between 12 noon and 4pm to do test drive. DAY 2: Sunday couldn't come fast enough! I excitedly called AP Fairfax dealership to let them know I was on my way however I got the voice mail and left a detailed message. I called again when I was 15-20 minutes from AP Fairfax. The salesman wanted to know the specific car I was interested in seeing then he placed me on hold and then I was told the car was on hold by another customer. I explained that the deposit was placed for me and then he went on to say that it was a very bad time for me to come to dealership because one of the salesman called in sick and another salesman had to leave early because his wife is pregnant. I still wanted to come because I was so close but he informed me that the BMW I was interested in was still on the showroom floor because they were very busy and short-handed; no one had a chance to pull it of to off floor so if I came, I would only be able to look at it and not get opportunity test drive it. I told him that the purpose of the my visit was to test drive the car I planned on buying. He apologized and recommended I come back to dealership on Monday when things weren't so crazy so I turned around and headed home. I was about half hour from my home and got a call from the dealership and person informed me he got my voice mail message and wanted to know if I was still coming to dealership. I told him that I was literally 10 minutes away from AP Fairfax earlier and the air was let out of my balloon when I was told not to come. I explained what happened and he said he was one of the managers. He apologized for the confusion and asked me to turn around come back to dealership, however I explained its a long car commute for me and told him I would come back Monday for test drive and continued on my drive home. DAY 3: The dealership called to confirm that I was still coming and I informed them I was driving down in the afternoon. I received another call around 12:30ish asking if I was coming and I told the salesperson I would be leaving out in next half hour. I called to let them know I was on my way. Around 1:30 and again around 2:30ish, I received a call asking if I was coming and I again informed them I was on my way. 45 mins passed and I got a call. The person informed me he was the general manager and he wanted to know what my intentions were regarding the BMW. I told him that I placed a deposit and have been in my car for almost 3 hours driving to their dealership for a second time in 2 days so in my opinion that would appear it's a strong indication that I have very good intentions. I ended call cuz I needed to listen to the GPS as it was giving my directions as I approached the exit for the dealership. When I arrived, my eyes started scanning the parking lot looking for the car. I glanced through the dealership window and could see a few men standing around but no one came out to offer to assist me. I saw several BMWs sitting on the lot so I looked at them all but did not see the one I came to test drive. Puzzled, I walked in AP and my entrance initiated no verbal greeting however one walked out to assist a gentlemen who just pulled up and the other salesperson went over to his desk and buried his face in a pile of paperwork. My eyes came to rest on the car I saw online. It was still sitting on the showroom floor. I walked around giving it a thorough look over, it had swirls in paint but definitely a keeper. I gazed through the window at the interior and when I tried to open the door, the salesperson who I thought was buried in paperwork shouted out "Hey, do you need help with something?!" I replied, "Yes, I think this is the car I came to look at."He asked, "Are you Monica?" I replied "I am" and he replied "It's about time you got here! I've been waiting all day for you!" I requested a test drive and was denied. He told me it was their company policy not to allow customers to test drive showroom cars because they spend $800 on the detail however if I agreed to purchase, sit down with finance officer, let them run my credit for preapproval, I could test drive one of the other BMWs sitting on lot. The GM/part owner came out and confirmed this. Needless to say, I left!!! This was absolutely positively the worse car experience I have had in my life!
Customer Service after purchase...Beware
Purchased a 2013 BMW in late November from AP Fairfax as an early Xmas gift for the wife. We visited 5 other dealerships prior to our purchase and we are pleased with the purchase as well as the purchase experience. Up to this point, the wife is happy with the vehicle. However, our customer service experience after the purchase has been disappointing to say the least. 95% of the time when calling our original POCs to discuss issues that require resolution on behalf of the dealership they are "in a meeting" or "not in at the moment" and do not return calls until a few days later. Two cases in point: 1. The vehicle was missing a hard copy of the owner's manual and the dealership provided paperwork acknowledging I was owed an owner's manual. When I checked on the status of the manual a couple of weeks later, was advised they are not responsible to provide such an item...Until I provided them the paperwork that showed they owed such a manual. I was advised the manual was available of pick up this week (39 days after purchase). 2. I was advised the license plates for the car were ready for pick-up (week prior to Xmas). Wife drove to the dealership to pick up the plates and somehow the plates were misplaced. I continued asking for a status on the plates after Xmas and New Year's only to get in a perpetual loop of "its the holiday season and folks who work on that are in and out...will get back to you." Finally, was advised on 03 Jan that no one knows where the plates are located and they are missing (isn't there a person that oversees license plate chain of custody or tracking?). The dealership representative advised I needed to go to DMV (yes you read that right I have to go to the DMV) to request replacement plates as they are unable to do so on my behalf. I asked if the dealership plans to re-reimburse me a portion of the titles/tags fee that I paid when I purchased the vehicle since it did not fill its obligation to provide me plates. I was advised I would not be reimbursed any portion of the fee. As such, I asked to speak to a manger and was advised "he is not in" (surprise!) and I would be called back...No calls have been received. As such, I now need to take a day off of work ($$ out of my pocket) to go stand in line at the DMV (always an awesomely joyful and refreshing experience) as a result of AP Fairfax's lack of sufficient customer service. I am hopeful my situation is the exception vice the rule; there are some really nice folks that work at AP Fairfax and the cars they sell are impressive. However, my customer service experience after purchase has been unexpectantly disappointing to say the least.
Better Than Expected
From start to finish, Rahi (Salesman) provided a relaxing and friendly atmosphere. Rahi's enthusiasm to deliver the best deal was great! My experience at AP Fairfax was better than I expected. AP Fairfax, open rain or shine and ready to provide the best deal.
2011 Audi Q7 premium plus
I had a excellent experience in purchasing my first used Audi Q7 through apfairfax. The salesperson Rahi was very professional, knowledgeable, and very friendly. The business manager, Jimmy was amazing great experience he really explained the pros/cons for the services they offer and the warranty was grateful but a bit expensive which is also due to the type of vehicle you purchase. Dealership very clean and neat. Thanks looking forward to future purchases!