BMW of Fairfax

I purchased a used CPO BMW from BMW Of Fairfax in October 2008. They had the type/color car that I was looking for and it was Certified Preowned BMW so I figured it would be ok. I live about 250 miles away 2008. They had the type/color car that I was looking for and it was Certified Preowned BMW so I figured it would be ok. I live about 250 miles away, so I flew to DC and bought the car and drove it home. I went well above and beyond to do business with BMW of Fairfax. Days after purchasing the car, the check engine light started coming on. I took the car to my local dealer in November for service. To make a long story short, after 5 months and 42 days in the shop the car was finally working correctly. The total cost for the repairs was about $6000! The Headlight Module, Engine Computer, Telematics Control, and CD Changer were all defective. ON A CPO CAR! Luckily, $4500 of the repairs were covered under the CPO warranty, but the Telematics control and CD changer were not covered. $1500 of repair cost for me! I contacted several people at BMW of Fairfax through this ordeal. Kyle Groom, the salesman, Paul Blakeman, the service manager and Robert Ogust, the GM. I first spoke with Kyle about all the problems that I was having with the car. He put me in touch with Paul Blakeman. Paul promised to look into things and get back to me. He never did. I sent Robert Ogust a certified letter, e-mailed him several times and called him directly several times. I never received a response at all from Robert. He never acknowleged any of my communication. After they received my letter, Kyle did call to say they were checking into the situation and would be back in touch. He never called back. This has to be the worst customer service I have ever seen. Basically, neither Paul Blakeman or Kyle Groom did what they both personally told me that they would. They basically just plain lied to me. As far as I can tell, Robert Ogust did nothing at all. They basically left me holding the bag on $1500 of repairs on a car that was supposed to be in "like new, CPO" condition. My only recourse is to go to arbitration, which I am still considering. It has taken me 4 months to calm down enough just to write this review. I certainly don't trust these people. After what I described above, do you? More

What a terrible service experience! STAY AWAY! I made an appt to have my oil changed. I was told the service would take an hour. I also asked for a quote on a seatbelt repair and requested that they put th appt to have my oil changed. I was told the service would take an hour. I also asked for a quote on a seatbelt repair and requested that they put the rearview mirror plastic pieces back on. I can't seem to snap them together properly and they keep falling off. I informed Danika I would be in the waiting area. She asked me if I knew where it was and I did. The first time Danika found me in the waiting room she asked if I wanted to have my A/C freshened to the tune of $150.00; I decline. The 2nd time she came to the waiting room, she informed me that they would flush my brakeline because it has been two years since this service was done and it was time to conduct this service and it was free, fine. The third time she found me in the waiting room she informed me that they would replace the windshield wipers at no charge. I am then informed that the total serivice time would be 1 hour 20 minutes. No problem, so I continue to wait in the waiting area, working on my blackberry, drinking cappuccino. At 2 hours of waiting, I decided to walk over to the Danika's desk and figure out what was taking so long. Someone saw me waiting and paged Danika. 20 minutes later Danika shows up and seems very surprised to see. Apparently she tried to call me on my husband's cell phone, forgetting that she saw me 3 times in the waiting area. She claimed she called me and whoever answered couldn't hear her and she hung up. She had called my husband's cell phone and she determined she had the wrong # w/o even asking any questions or supplying her name. She did not call again although she had my cell phone # as well and yes, I was still waiting in the BMW of Fairfax waiting area, where she had found me three times to give me updates. But the worst of offenses was not waiting for 2.5 hours on a sunny Friday afternoon in the waiting area; but, the fact that when I reviewed my invoice, Danika claimed to have offered an alignment and a P/S flush, which she stated on the invoice was recommended by not performed. xxxxxxxx. She lied and that is unacceptable. I would have gladly had this work done as it was part of my maintenance contract and as such, FREE. This is the second time I've had my car serviced at BMW of Fairfax. The first time I was so dismayed at the service I contacted Paul Blakeman and he assured me that it was a fluke and my bad service experience would not happen again. He was very wrong. I called my old service advisor, Joseph Millington, at Daniel's BMW in Allentown, PA and asked if I could please have my car serviced when I returned to Allentown. Of course, he agreed and I asked him to move to Fairfax and show Danika how a real service advisor worked. I am so disappointed and disgusted with BMW of Fairfax that my husband and I will never take my car back there again. We are looking at other BMW service departments and we believe we found one that was rated as 5's, not 1.2 which is Fairfax's assessment. Save yourselves! Find some place else to take your prized BMW. More

I bought my first BMW in April 2009 from Fairfax. The car is amazing but the experience was a nightmare. When I bought my car I requested that several things be taken care of and BMW FAIRFAX agreed. Th car is amazing but the experience was a nightmare. When I bought my car I requested that several things be taken care of and BMW FAIRFAX agreed. That's when my experience turns into a nigthmare of over 5 trips to the dealership, getting screamed at by the sales manager, lack of communication within BMW of scheduling me for appointments that were never schedule resulting in various trips to the dealership resulting in an unfinished job a month later. Customer Service is the worst I have ever seen in my life even after talking to the GM who told me I would receive a call back that never happend. I had to call them back 8 hours after not receiving a call back and then my sales person screamed at me for dropping off my car on my service schedule day to the Sales Manager. WISH I WOULD HAVE READ REVIEWS BEFORE GOING THERE !! I love the car but will not GO BACK TO FAIRFAX. The SERVICE DEPARTMENT at Fairfax could not identify a loud knocking noise coming from the suspension therefore I took it to Tischer the next day. Tischer had it identified before I left the dealership that morning and fix by the end of the day "Loose Struts" car drives like a dream now. You been WARN proceed at your OWN RISK. More

It has been an extremely satifying experience buying our first Bimmer (535ix) from BMW of Fairfax. Very professional and courteous, they made it a super smooth experience. The amount of time James spent mak first Bimmer (535ix) from BMW of Fairfax. Very professional and courteous, they made it a super smooth experience. The amount of time James spent making us comfortable with this formidable piece of machinery is indeed commendable. The whole experience was accentuated by the fact that we had a terrible experience at the Sterling dealership. Granted we are very ordinary customers looking for a good deal but that does not give anyone the right to be rude and unethical - at BMW of Fairfax we were treated with the respect every customer deserves. I hope and pray that they continue to provide this level of service for years to come. Thank you once again! More

We visited the BMW dealer fully not intending to purchase a car that day. We had expressed an interest in test driving a car through the internet salesperson, James Duerbeck. James called us and set up the a car that day. We had expressed an interest in test driving a car through the internet salesperson, James Duerbeck. James called us and set up the test drive. He was very knowledgeable about BMWs -- very thorough in his description and explanation about features offered in each BMW model. In one word -- impressive! He is a BMW enthusiast who knows BMWs! He helped locate exactly the kind of car with the kind of features we were interested in, and then helped us through the purchase process. Bob -- the General Manager -- took time to sit through some of the sales process with us, and also answered our questions. Julie -- the financing manager was also top notch. She worked the financing options for us and got us the best deal. We were particularly impressed by a behavior we thought demonstrated a degree of integrity. Almost a week after we had purchased the car, we got a call from Julie who indicated we had to come back to sign new financing paperwork because THEY HAD CREDITED THE VALUE OF OUR TRADE IN AN ADDITIONAL $600! They could have never told us and pocketed the $600 -- they didn't. When we came back to sign the paperwork, we weren't just a "completed sale" who folks didn't pay attention to. The sales receptionist remembered us, welcomed us back, and offered us coffee. James took time away from his desk to greet us and asked us if there were any features about the car we needed help with, and to feel free to call or email him anytime. And Julie was courteous, friendly, and professional. The black BMW 335i that we walked out with that night is a dream machine! We thank the first class staff at Fairfax BMW! More

BMW of Fairfax had provided terrible service and overpriced service quotes to my friend (and even mis-diagnosed problems on his vehicle), but I decided to give them the benfit of the doubt and check overpriced service quotes to my friend (and even mis-diagnosed problems on his vehicle), but I decided to give them the benfit of the doubt and check options for getting my car serviced there. After talking to a service advisor about the N54 engine in my E82, it was immediately clear they did not have even a basic understanding of the engine setup. As a BMW enthusiast, it is scary knowing the people working on your vehicle are less familiar with their vehicles than some of their customers. Needless to say, I'll be paying a visit to BMW of Richmond instead. I miss my old dealership I had before I moved. P.S. Perhaps knowing basic information on a 2 time "International Engine of the Year" award winner should be a prerequisite for employment. Do they not even read the free booklets on their vehicles that contain basic engine information? If not, they are in the waiting area. You'll surely spend enough time there if you are a customer to notice which ones I'm talking about. More

I bought a used toyota at BMW of Fairfax because they had the particular vehicle with low mileage that I was looking for. The dealer was not so flexible towards my trade in until I showed the salesperson my the particular vehicle with low mileage that I was looking for. The dealer was not so flexible towards my trade in until I showed the salesperson my recent Carmax apparaisal. During a test drive, I wanted to speed up to near 70mph to check any wheel vibrations or alignment issues. I told him I was going to take I495. Although I knew the speed limit was 55, I just wanted to speed up to 70mph just for 5 seconds. The salesperson did not want me to go to I495 so I just had to drive slowly on I66 due to traffic. After shaking my hand with the salesperson and his manager on the agreed final price, the basic warranty contract that was given to me to sign was only going to cover 50% parts and 50% labor, so the other 50% was at my cost. I knew the car was in good shape so I did not bother but you never know. I was NOT going to go strictly by Carfax history, but I e-mailed someone there about accident history before I made my trip to the dealer. I was told that the car was never been in an accident and it was one owner vehicle. When I asked for Carfax history report while I was there, the salesperson sort of acted like I never asked him for Carfax history and only cared about price that the dealer wanted for my trade in and the price I was willing to pay for the car. Just talking about the prices made me forget to ask again about Carfax report. I finally got the report after I signed my final paper only to find out that the car was previously owned by two different people, and there was actually one accident. I knew this was a good car when i checked it all out. There was no frame damage so I did not care. Maybe the salesperson wanted to hide it from me because if I found out about the accident history, he knew I would ask for more of price deduction. I only got $500 off the listed price. I did not know until I signed the final paper that there was only one key and one remote. I thought it really did not matter since I could make a few more keys at Home Depot but I found out that my car has immobilizer system so it cost me about $170 to make two more keys. It would be a lie if these people who have been in the car business for years did not know about immobilizer system with the cars that they sell. Being a MD resident, the finance person told me I could transfer my old tags but he was wrong. The salesperson had my cellphone # and my e-mail address, so the finance person or anyone there could reach me at my cellphone # or at my e-mail, but when they could not reach me at my house, they decided to call my boss at my work. People at BMW of Fairfax need to learn how to communicate with each other. I was told to pay about 200 dollars for new tags a month later I bought the car otherwise they was not gonna give me my tags. They made a mistake but they never apologized. Also, the manager was kind to pay me for MD inspection. It cost 65 dollars. The receipt had my old address so I told the salesperson that incorrect address is shown on the receipt. I still did not get a check until a month later. I called the salesperson and his manager called me telling me that they lost the receipt, then said that the check would be arriving at my house in about a week, but I still did not receive it after about two weeks. It turned out that someone else found the receipt and decided to just write it off to the old address. I thought it was kind of silly not to check my name and address on their computer file. The salesperson basically ignored my email about my incorrect address on the receipt. Again, there was no communication. Once they sell you a car, they do not bother to listen to you and try their best to cut costs. I thought it was dishonest business not to have two car keys and to decide to be quite about transponder keys since it will cost them some money. I got a new year's card last month from the same salesperson. It read "I will be out of town. If you need to buy a car, let my partner know. And I hope you are enjoying your ultimate driving machine." Too bad, I bought a toyota. More

I posted the same positive review on Arlington BMW, and it holds true with this dealer - I'd recommend starting your relationship with the dealership through their website. I've talked to all Northern Virg it holds true with this dealer - I'd recommend starting your relationship with the dealership through their website. I've talked to all Northern Virginia dealers by initiating contact with the Internet Sales Manager. Kyle has been very patient and customer focused. I've been extremely particular in what I want, and he always emails me back to answer my questions and is available via phone. I've worked in sales before, and know I'm being a pain with my constant requests/questions, but Kyle has been very professional. Also, his price quotes have been very fair - surprisingly fair in fact, as I got the Consumer Reports invoice price, and his prices are not much above dealer invoice. More