BMW of Sterling

I have been coming to this service department for over two years. For every appointment, I drop my car off at 7:30 am and take an Uber to work. I always request to have it completed by 12 pm, and they hav two years. For every appointment, I drop my car off at 7:30 am and take an Uber to work. I always request to have it completed by 12 pm, and they have mostly kept that promise—until today. Starting at noon, I hadn't heard that the car was ready, so I called, texted, and emailed Devon multiple times. I also called the regular service number several times with no response. I checked the BMW app every hour after 12 pm, and it showed that the car hadn't been touched since I dropped it off. I have a very busy schedule, and this caused a significant disruption for me. The service department appointment line finally called me back after three hours, asking what was wrong. I explained the situation, and they told me Devon was off today. I replied, "What do you mean he's off today? I just saw him this morning." They said they would call me back later. The service finally started at 2:55 pm. Additionally, I received an alert via both the BMW app and email that my car now qualifies for the BMW Prepaid Oil Change Plan. I told Devon that I wanted to sign up for the plan, but he insisted my car doesn't qualify. I showed him the email and the alert, yet he still insisted that I don't qualify. I have interacted with Devon before today, and he has always had an unpleasant attitude towards me. I never gave it much thought, as everyone has bad days. However, everyone else has always provided excellent service to me—except Devon. Honestly, I have been considering moving over to a Benz for quite some time. Devon just convinced me. More

When I went for my regular service check up, my service advisor, Latasha, was absolutely fantastic! I will certainly be back and recommend others to go there as well for any servicing on their BMW they may advisor, Latasha, was absolutely fantastic! I will certainly be back and recommend others to go there as well for any servicing on their BMW they may need. More

I had an outstanding service experience with Jeff Shade of BMW of Sterling. He was professional and attentive, ensuring all my concerns were addressed promptly. The service was efficient, and my vehicle wa of BMW of Sterling. He was professional and attentive, ensuring all my concerns were addressed promptly. The service was efficient, and my vehicle was returned in excellent condition. Overall, I am highly satisfied and will continue to rely on BMW for future needs. More

Julie was very courteous and not pushy, when recommending various services & repair that she thought my car needed. various services & repair that she thought my car needed. More

Adrian Castillo, my service rep, is great. Adrian is very knowledgeable, transparent, and responsive. I trust and rely on his guidance. Adrian is very knowledgeable, transparent, and responsive. I trust and rely on his guidance. More

Excellent customer service and very friendly staff. Ask for Kamal. He was a great help. Ask for Kamal. He was a great help. More

Great! Matt is one special salesperson. From the moment I made contact to the point of delivery, Matt was courteous, patient, friendly and most importantly Matt is one special salesperson. From the moment I made contact to the point of delivery, Matt was courteous, patient, friendly and most importantly advocating on my behalf. He made my sales experience one to remember and I do believe one day he will become GM and I hope to build on this newfound relationship. Thank you Matt and BMW of Sterling! More

As always, working with Carlos is a pleasure. Highly recommend this dealership and the service department. Thanks sir! Highly recommend this dealership and the service department. Thanks sir! More

We bought our BMW i4 from Jose Zapata at BMW of Sterling. He did an awesome job! The whole process was seamless and enjoyable. Jose is one of the best! It was a pleasure to purchase through him. Thank y He did an awesome job! The whole process was seamless and enjoyable. Jose is one of the best! It was a pleasure to purchase through him. Thank you! More

I live in Charlotte, NC. While visiting family in Winchester, Va over the Thanksgiving holiday last year, I was advised by a BMW representative to have my 2024 X5 serviced b While visiting family in Winchester, Va over the Thanksgiving holiday last year, I was advised by a BMW representative to have my 2024 X5 serviced by a local dealership in Virginia, prior to driving it back to North Carolina. My X5 was towed to BMW of Sterling, was inspected and found to be in perfect condition. My 2024 X5 was serviced in Sterling but later damaged going through BMW of Sterling's car wash. After discussing my reasoning of why I believed BMW of Sterling was responsible for the damage, Carlos said that the dealership would cover the repair. Carlos offered 2 repair options. Option 1: X5 to be driven back to the BMW of Sterling dealership so the dealership could repair the damage. Note: A round trip for me to return my X5 to the Sterling dealership is more than 800 miles from my home in Charlotte, NC. At first, I thought that this option might be viable if I returned to Virginia in January to visit family, but I was unable to do so. Option 2: BMW of Sterling would get the part, have the part painted at or near their dealership, send me the part in Charlotte, and I would have to find someone locally to remove the damaged part and install the new one. Note: Carlos mentioned that their dealership could not guarantee that the part that they sent to me would match my BMW. What? I have a new BMW, so how is this a viable option? After realizing that I would not be in Virginia for at least a few months, I contacted a local BMW dealership in Charlotte to complete the repair. The repair appointment was several days out. I contacted BMW of Sterling to inform Carlos of my intentions. I received no feedback or pushback from Carlos or anyone else from the Sterling dealership, so I proceeded with the local repair. After the repair was completed, I paid the local BMW dealership for the repair and sent the repair invoice back to Carlos for reimbursement. Carlos informed me that since I didn’t choose one of the two repair options that were offered to me that they were not going to reimburse me for any of the repair costs that was caused at their dealership. Carlos stated: “we will not be paying for that repair”. I have gone back and forth with the dealership many times attempting to get this resolved but they have refused to pay for the damage caused at their dealership. Do yourself a favor and stay far, far away from BMW of Sterling. More