BMW of Sterling

I had the WORST customer experience ever with BMW of Sterling (i.e. 6 months worth and still not resolved). Jim Handy talks the talk, but there is absolutely no substantive follow-through. The young s Sterling (i.e. 6 months worth and still not resolved). Jim Handy talks the talk, but there is absolutely no substantive follow-through. The young service manager, Brad, was similarly well spoken but lacked follow through. It doesn't help that the service advisors are incented by bonuses centered around month-end numbers, and my service rep crowned the ordeal by leaving a "pay now" voicemail reminiscent of a failing Suzuki franchise...unbelievable service for a premium German marque. I'd recommend "It's Not My Department" by Peter Glen to everyone at BMW of Sterling I made the mistake of thinking the dealership's significant capital investment in facilities translated into service--what a mistake. I had to take my BMW 3x there for redundant service, was told conflicting information on status and parts availability, had two "lost" appointments, and had my car returned to me (recently repainted) with a ding on the front bumper that Jim Handy acknowledged was the fault of the dealer. Use these folks at your own risk--legendarily poor service (although they were quick to tell me how good their service is for a Tampa Bay Buccaneer pro athlete that checks his car there on a routine basis). More

Horrid. That is the only word I can think of to describe BMW of Sterling. My inital purchase of my car was ok, however a few things were promised to me when I purchased the car. 1.5 years later, they stil BMW of Sterling. My inital purchase of my car was ok, however a few things were promised to me when I purchased the car. 1.5 years later, they still weren't done. 1. They promise that they have done work to your car, but when you get it back, it's obvious that they haven't done anything. 2. Over 1+ months to get a service appointment, then they had my car for over a month to fix a few things and out of my list of 6 items to be fixed, they only got to 1. 3. They never call back. Good luck with trying to get a hold of your service advisor. The phone must be new technology to them as they never seem to know how to use it. The only way to get answers is to go to to dealership. 4. It was amazing that the three times I ordered parts through their parts department, I never once received the card in the mail that they promised to let me know the part was in. Phone calls didn't seem to work in this case either. Once again, I had to go to the dealership to get any answers. There was much more, but I'd rather not bore you with the details. However, after that time I decided to just get rid of my BMW rather than deal with their terrible service and support. The car was very nice, but it just wasn't worth it. Goodbye BMW, because of this place I'll never spend my money with you again. More

This is a new, drop dead gorgeous facility. My first This is a new, drop dead gorgeous facility. My first experience was to order interior parts for the car - the replacement plastic cupholder insert This is a new, drop dead gorgeous facility. My first experience was to order interior parts for the car - the replacement plastic cupholder insert for the centerconsole behind the parking brake. This cheap plastic, blow molded frame was $25 and cup inserts $18 each (2). I drove about 50 miles r/t to this dealer only to find it didn;t fit my car. It was that mid-year split thing with the 1993 3 series. But, of course, they sold me the incorrect part and didn't have access (not made) to the correct part for my car. Other times since I've called to ask Service Department questions only to be routed numerous times to voicemail without reaching an actual service person to speak with. As of this writing, I've not received a call-back. More

Mr Eddy is friendly-but I want good service and a fair shake-takes 4 weeks to get appt-only BMW dealer within miles-and they've got a monopoly on all the high tech BMW-only machines. The atmosphere in the shake-takes 4 weeks to get appt-only BMW dealer within miles-and they've got a monopoly on all the high tech BMW-only machines. The atmosphere in the service rep area is almost scary-no smiles-no hellos-only chairs are in another waiting room and I sure can't depend on them coming out there! All just stay on the phones or tap on PC while you wait around for your designated rep. I went in to get emission repairs after failing with only 17K miles and they do another test and charge me $100 (only $28 anyplace else). I'm writing to "Customer Relations' lets see if they can redeem themselves-will post result. More

Brad Stuler is an arrogant child who does not know how to deal with professional adults. I called to schedule an appointment and he told me to bring my car in at my convenience. When I got there, he was nowh deal with professional adults. I called to schedule an appointment and he told me to bring my car in at my convenience. When I got there, he was nowhere to be found and no one there knew of my issues or arrangements. After a kind service representative took care of me, I found that there were no vehicles available for me to rent. I had to wait over an hour to receive a truck. Mr. Stuler refused to return any of my phone calls and when I finally reached him by telephone, he dismissed me with "I'll check on your car and call you back." That call never came. Were it not for the staff supporting him, Mr. Stuler would not be a manager at any dealership. After dealing with him, I am convinced that he would be unsuccessful at a McDonald's. More

Went to BMW of Sterling to look at new cars. The salesman Ari Feinstein asked us to leave a deposit on a new car we liked, but weren't ready to make a decision on. He told us it was 100% refundable. We calle Ari Feinstein asked us to leave a deposit on a new car we liked, but weren't ready to make a decision on. He told us it was 100% refundable. We called him the next day and said we didn't want it and were looking for another color and package combination. VOB BMW found one right away and had a better price. Within one week we had our new car. Fast forward 1.5 months later and Mr. Feinstein calls to tell us he had a new car for us. We politely told him we bought one already. He said "WHY WOULD YOU DO THAT"? He told us that he would be keeping our $1000 "Refundable" Deposit. The "contract" we signed was for a vehicle we didn't want and has already been sold to another consumer. Furthermore, the "contract" states that the deposit is refundable and purchaser can recover the full amount. Mr. Feinstein, more so out of spite, after we had informed him of these things went ahead and charged our credit card anyways. He is in violation of said contract and clearly does not understand what it means to conduct himself in a professional and ethical business manor. I was promised a call from the Sales Manager at BMW of Sterling and have yet to receive one. It is clear that Mr. Feinstein's actions are a direct reflection of how this dealership teaches their associates to conduct business practices. Easily the worst buying experience I have ever encountered. More

This dealership is the worst I've ever encountered. Driving a 645 CI. All aspects of dealing with the people were unsatisfactory. Making an appointment for service required repeated calling only to g Driving a 645 CI. All aspects of dealing with the people were unsatisfactory. Making an appointment for service required repeated calling only to get voice messages. Finally got so mad I called the GM and Service Manager, left them messages - no calls back. Finally succeeded in getting an appointment - had to wait a month! Once they got the car it took eight calandar days to get it back and required countless calls. These people make FEMA look good. PLEASE buy a LEXUS. Pohanka is great by comparison. More

I can't belive I went back here for service after the terrible experience I had last year, but it was closer than BMW of Fairfax. My experience each time is this: 1) Bring car in, stand around for terrible experience I had last year, but it was closer than BMW of Fairfax. My experience each time is this: 1) Bring car in, stand around for a long time waiting for someone to help you (10-20 minutes). There is no central check-in or signs tell you where to go or where to wait. 2) After waiting at home for hours, I give them a call to see if my car is ready. They have never called me at home to give me an update or tell me my car is ready. When I do call, it's near impossible to get ahold of anyone. 3) Last summer, they had problems getting my iPod installation to work, and it took several visits. The service manager came out and yelled/swore at me. What kind of business are they running? 4) The car is ready, but I have to wait 45 minutes while they wash it. Jeesh, just give me my car! More than once, I've sat outside with pissed-off customers waiting for their car to arrive while they take their time washing it. Nonetheless, I gave them one more shot this year: I brought my car in on a Saturday for Service I at 10am. They also needed to take a look at one of my Xenon headlights. The service guy said it would take 2 hours, but the Xenon's might take a lot longer. OK, I realized diagnosing an intermittent electrical problem could take a long time, but they said that they would call me and update me. Since my girlfriend was visiting, I decided not to get a loaner car. So, 3:30 rolls around, and no phone calls. We look on the web and notice that the service department closes at 4pm, so I call the service department at 3:35. They say that the computer says it's not ready yet, but they'll get the guy who is working on it to give me a call right back. Of course, no one calls me, so I call them back at 3:55. No one is around. Nada. All I get is a voice mail. I call back and ask to speak to a warm body in service. Now I get a different voice mail. I leave a message, hoping that someone will check it before they leave. At 4:15, I call back. The receptionist tries to find someone (sales is still open), but everyone in the service department is gone as well as the cashier. Apparently, once 4pm rolled around, everyone left, not bothering to tie up any loose ends before they left. That's no way to run a business. As far as I know, my car could have been ready. Even if it wasn't, they could have at least called me. These guys never call, and it's impossible to reach anyone in service. If I had known that my car wasn't going to be ready, my girlfriend could have driven over and I could have picked up a loaner car. Now I'm without a car. Wonder how I'm going to get to the dealership when the car is eventually fixed? My previous cars were Infinitis and Mazdas. Compared to all of the dealerships I've been to before (6+), this service department is third world. Not a single ounce of professionalism. Sure, the place looks pretty inside, and the initial sales was great, but I'm swearing off BMW of Sterling for good. I gave them one last shot, and they failed again. More

BMW of Sterling disappointed me by billing for work that they did not do. While my car was under warranty I went in for a coolant flush and some other work. They billed BMWNA for the coolant flush but did they did not do. While my car was under warranty I went in for a coolant flush and some other work. They billed BMWNA for the coolant flush but did not perform the work. The mechanic I spoke with told me it wasn't needed. My advisor was unavailable for clarification so I left. They have failed to return four phone calls and two letters. I ended up paying an indepentent to do the flush. Try and discuss work with the techs if you must use this dealer. I now use Arlington. They are not friendly but so far they have done the work they have claimed to. More

Have brought my BMW in for transmission issue and satellite radio installment.Repair was made ASAP to my complete satisfaction and they got my satellite in as soon as they got the part. The only reas satellite radio installment.Repair was made ASAP to my complete satisfaction and they got my satellite in as soon as they got the part. The only reason I gave them 4s on a couple of ratings had to do with the unavailability of Mr. Brooks (strangely always in a meeting and only answers back my calls after Kerri Brown has taken care of it (SHE"S GREAT). More