BMW of Alexandria

Incredibly bad-- Dishonest Service I took my car into this dealership because a rock was stuck in my car. I was worried it would damage my tire and so I had it towed into this dealersh I took my car into this dealership because a rock was stuck in my car. I was worried it would damage my tire and so I had it towed into this dealership. They did not have the "right type" of person there that day, so I had to leave my car and they gave me a loaner car, which I had for two days but it sat in my garage (we are in lock down in COVID) except for me taking my son to play tennis one day. When I returned the car, it was in the exact same condition as when I picked it up, except there was dust from the tennis court from my son's shoes on one of the back seat floor mats and where his feet touched the back of the seat. It was light dust-- VERY easy to wipe off and had I seen it I could have wiped it down. I turned it in no issues, and while there was nothing wrong with my car, I happily paid the $220 diagnostic fee to make sure there were no other issues. The next day I received an additional $250 "CLEANING" fee for the dust on the floor mat. I called the dealership-- of course could not get anyone one the phone who could assist and then finally spoke with a manager at one point who literally argued with me about their cleaning policies. Given COVID-- I would fully expect that all cars are at LEAST wiped down and vacuumed. It makes NO sense that you would charge someone $250 for dust in the back passenger seat of a loaner car that I would expect you to clean especially during these times. The guy proceeded to tell/yell at me "I'm trying to help you, but you don't understand that we don't vacuum!" It got to the point that my husband has literally never seen me flustered on the phone like that and someone yelling at me and took over the phone call. This was a pretty unbelievable experience-- definitely do not recommend this group. More

Dishonest or Dysfunctional? There are several good BMW dealerships in the Metro DC area. This is not one of them. I have been buying BMWs for 20 years, and this was by far the wo There are several good BMW dealerships in the Metro DC area. This is not one of them. I have been buying BMWs for 20 years, and this was by far the worst buying experience on so many levels. First, it took 3 1/2 months (!) for them to process our tags and registration, which required us to renew our temporary registration three times. In addition, they overcharged us more than $500 for the state excise tax. Only after we lodged complaints with the state Attorney General's office and the Better Business Bureau did they return the overcharge and "expedite" the processing of our tags and registration. When we finally did get our registration, the color was listed incorrectly as green, so we had to get that corrected. For this stellar service, we were charged $500. Second, after a heavy sales pitch, we regrettably relented and purchased their extended warranty. The next day, when we reviewed the fine print, we realized this was not a BMW factory extended warranty, but rather a third-party warranty cleverly labeled the "Platinum Plan," the same label used by BMW USA for their warranty. The warranty we purchased would have required us to service the car every six months (BMW only requires service every 12 months or 10,000 miles, whichever comes first) with a $100 deductible for every visit. The warranty also would have allowed whoever serviced the car to use after-market parts or used parts. When we questioned these provisions, we were told that if we serviced the car with BMW of Alexandria, they would waive these restrictions (we live more than 2 1/2 hours from the dealership). Our Google search on the warranty company revealed that the Better Business Bureau gave the company a 1-star rating out of 5 stars based on customer reviews. In the previous 12 months, the company had received 430 complaints. So we cancelled the warranty, which was within our rights. It took three months for them to return the $2,500 fee for the warranty, which, again, required intervention by the AG's office. The dealership ignored most of our emails and calls to resolve these issues. Even BMW USA, which tried to go to bat for us, gave up and said we were on our own. Also, beware of the obscene $800 "processing service fee" that will be added to your purchase price. That's more than double what we recently paid to a Honda dealership for our second car. In the end, we could not determine if this dealership was dishonest, or just completely dysfunctional. My advise would be to avoid these guys at all costs. More

Worst car buying experience ever! Unprofessional Staff! If I could give this dealership zero stars I would. My wife and I recently bought a car from them. Once we signed the purchase agreement it has been If I could give this dealership zero stars I would. My wife and I recently bought a car from them. Once we signed the purchase agreement it has been the worst car buying experience I ever had by far. Something you wouldn't expect from a luxury car dealership. Not only have there been several missteps with them processing our paperwork they are extremely unresponsive to emails and phone calls and do not provide any explanation of their unreasonable delays. In fact, their customer service rep, Nichita Gutu is a strait up liar, and has been caught in several lies over several phone conversations, all so he doesn't look like he or anyone did not make any mistakes. Rather than owning up to any mistakes he continues to lie. You would think this would be addressed by his supervisor, Sales Manager Mike Arata but he is virtually unresponsive to emails and phone calls. I have never experienced such professionalism. I'd like to call out the finance Hector Ugarriza as well for his almost complete lack of response and and explanation of why the dealership has had so many missteps in processing our paperwork. I wouldn't not recommend this dealership to anyone! More

BMW of Alexandria Horrible Service from Mr. Eun Shin BMW of Alexandria Horrible Service from Service Advisor Mr. Eun Shin. Eun was the worst BMW representative I've ever met. Customer service is the last BMW of Alexandria Horrible Service from Service Advisor Mr. Eun Shin. Eun was the worst BMW representative I've ever met. Customer service is the last place he should work. More