BMW of Fairfax - Service Center

unacceptable service received from Frank Kaleve at service department. will not recommend friends and family ever. the associate responded/notified with rudeness and disr received from Frank Kaleve at service department. will not recommend friends and family ever. the associate responded/notified with rudeness and disrespect tone of communication. More

BMW Exterior Detailing - Scratch removal My new BMW had some minor scratches in the paint; some down to the clear coat. The car detailing service provided my Diamond Detailing was great. I My new BMW had some minor scratches in the paint; some down to the clear coat. The car detailing service provided my Diamond Detailing was great. I am impressed with the quality of their work, their excellent customer service and value. I would definitely recommend their service to anyone. I would definitely return to them for future detailing work. More

Dealing with Frankie Johnson has been nothing but wonderful,to know that my car is in great hands is so peaceful. She deserves a huge thank you for her service. As you don't get that kind of service wonderful,to know that my car is in great hands is so peaceful. She deserves a huge thank you for her service. As you don't get that kind of service everywhere you go these days. More

I have purchased several new BMWs from BMW of Fairfax, and on this occasion Brian had the preparation team clean the car up for me. The clean and prep operation is actually OnSite Solutions, LLC and the and on this occasion Brian had the preparation team clean the car up for me. The clean and prep operation is actually OnSite Solutions, LLC and the site manager is Chris Duerbeck. Chris and his team did a fabulous job on my car. I have and will continue to recommend all BMW owners visit Chris' operation - it is first rate! More

Frankie Johnson is without a doubt, the finest, most professional auto service consultant I have ever had the honor and pleasure of dealing with. I actually look forward to bringing both of my BMW cars professional auto service consultant I have ever had the honor and pleasure of dealing with. I actually look forward to bringing both of my BMW cars in for service because I know that I will be treated well and my cars will receive the needed attention they deserve. That positive service experience is the reason I purchased my 2nd BMW from BMW of Fairfax. Now my wife can receive the same quality service that I have been receiving for years when she brings her car in for service and attention. No matter what the issue is with the car, Frankie will take care of the issue to satisfy the constraints on your time while taking care of the mechanical needs of our"Ultimate Driving Machines." Keep an eye on this superstar performer because she is going places in the auto and customer service market. BMW of America needs to continue to challenge her and promote her accordingly as they need to plant her professional attributes to the rest of the BMW dealers in the United States! More

Ms. Frankie Johnson has been my service advisor for the last two years and she always provides outstanding customer service. Frankie is always responsive to my service needs/issues, and she also makes su last two years and she always provides outstanding customer service. Frankie is always responsive to my service needs/issues, and she also makes sure that my personal needs are taken care of as well (with respect to a loner vehicle, a ride home, etc.). She is extremely knowledgable about BMW vehicles and her quick wit and personable nature are refreshing and lets me know that I can trust BMW of Fairfax because I trust her. I have been a BMW customer for over 20 years and she is by far the best Service Advisor I've had the pleasure of working with. More

Ms. Frankie Johnson has been my Service Advisor of choice for several years. My 2006 BMW 525xi was purchased new from BMW of Fairfax and has been regularly serviced by your facility primarily due to Ms. Jo for several years. My 2006 BMW 525xi was purchased new from BMW of Fairfax and has been regularly serviced by your facility primarily due to Ms. Johnson's superb expertise, professionalism and courteous service consistently provided every time the car has been serviced. She routinely surpasses the expectation of providing friendly and quality service at all times and is a credit to the Service Department of BMW of Fairfax. Her understanding of customer concerns or questions regarding work requested or needed to be performed is unsurpassed and truly appreciated by a customer like me that treasures an automobile and takes particularly exceptional care of it. Ms. Johnson is the ultimate service advisor. She has been the reason I have continued to own this vehicle and intend to have it serviced by your Service Department so long as she is a member of your service staff. She deserves special recognition due to her consistently outstanding service rendered which is above and beyond expectation. Richard A. Morgan 703-759-1150 More

Expert trouble shooting and timely professional service with customer care evident throughout. Frankie Johnson is always certain to assure a superior service experience for BMW owners! Many thanks! with customer care evident throughout. Frankie Johnson is always certain to assure a superior service experience for BMW owners! Many thanks! More

I've owned several high end luxury cars and I have never received better service than what I get when I visit Frankie Johnson at the BMW of Fairfax Service Center. She is absolutely THE BEST. I used never received better service than what I get when I visit Frankie Johnson at the BMW of Fairfax Service Center. She is absolutely THE BEST. I used to always feel ripped off when leaving the certain service centers with Frankie I always feel like I have been taken care of. I highly recommend her. More

I purchased a used 2009 5 series in 2012 from a different dealership - the car was still under warranty. I requested the service records from Fairfax BMW at my initial visit (for scheduled maintenance) howe dealership - the car was still under warranty. I requested the service records from Fairfax BMW at my initial visit (for scheduled maintenance) however, dealership refused to provide. They did tell me that all scheduled maintenance was up to date and that upon review of my car no other maintenance was required. Some 5K miles later (at 55K on the odometer) upon seeing that brake fluid exchange was required (by conditions based servicing display) I scheduled service to do this work. On BMW Fairfax's website I found a coupon for brake fluid exchange for $150. I called, made an appointment and let them know I wanted to do the brake fluid exchange. Additionally, I told them I would be waiting at the dealership for the car. Upon arriving for my appointment, the service representative told me that I "needed" (recommended) an additional $400 in service based upon my client records and that the brake service was actually $250 (an additional $100) because a "scope" was required to reset the computer to let it know that the brake fluid had been changed. Included in this "recommended" work was to replace the "lifetime" power steering fluid - at 55K miles. I told him that my maintenance was up to date and he said that my customer file said I needed this work done. I asked about the service records for the car and he said Fairfax doesn't incorporate this info into their "recommenced service" - it is based solely on your personal records with BMW. One can imagine the sort of windfall this would provide to the dealership for doing service that had already been performed. I was also confused by the "microfilter" charge of 160, which he never explained was the cabin air filter and presumably would of been handled in scheduled maintenance (and is apparently good for 15K). The conversation became heated as I explained that I don't appreciate coming in for one service and then being pitched a whole bunch of services which the dealership either doesn't even know if I need at a minimum(see car records comments above) or worse knows I don't need. In particular there is NO requirement to perform a scope service on a brake fluid exchange - you can reset the computer manually in about 30 seconds. When I asked why the Service Rep didn't explain that the microfilter was not part of the brake fluid exchange his response was "you didn't ask" That's not customer service that is economic opportunism. When I ask you to perform a service and I am waiting on my vehicle your job is to do the service I requested and not waste my time. When I told him I needed to leave his response was "there's the door," pointing to the exit. I called the service department and requested that I be removed from their records and not to call me because of the poor customer service I had just recieved - her response "Ill take you out of the system right now." They clearly dont want your business and certainly dont want to earn it. I am fairly familiar with vehicles and maintenance requirements, which begs the question: if they are trying to do this to me, who else are they trying to do this to? I love driving BMWs but I would never allow my wife to purchase one - I could not trust that the dealership, in particular Farifax BMW wont take every opportunity to gouge her for unnecessary work. More