BMW of Sterling

Airbag recall service I normally don't write these but FWIW. This morning's visit with CSR Josh G. to install a recall item starged badly with Josh asking if I had called t I normally don't write these but FWIW. This morning's visit with CSR Josh G. to install a recall item starged badly with Josh asking if I had called to verify that the part was in. After the customary 20 questions, he finally checked (vs, checking first to save me some time) verifying that the part was not in and informed me that I should have called to verify IF the part was in stock. The conversation went down hill fom there and I left dissapointed that Josh was not in listening mode. Here's what I was suggesting When a customer recieves a recall notification, the customer should arrange fo the appointment at a "location" suited to the customer either on line (which is one of your options) or via telephone. If the system is sufficiently robust, the system should then auto-check the inventory (at that location) to see if the part is available, then send a "come back" notification to the customer that it requires ordering. This eliminates the customer from having to travel to the "location" necessarily. Like i did today. Josh was too insistant that it was my fault for not verifying that the part was in that this idea escaped him entirely. Having worked with some of the best IT Data scientists in the world, this is an improvement idea I pass along to you in the interest of better customer service. Perhaps this will fall to someone who cares about such things? D. Garcia More

Horrible service I called BMW of Sterling service on Monday, November 13th describing a transmission issue with my X5. I asked if I could bring my car in as soon as po I called BMW of Sterling service on Monday, November 13th describing a transmission issue with my X5. I asked if I could bring my car in as soon as possible and get a loaner car while my X5 is being serviced. The person I spoke with, Cynthia, said I could bring my car in on November 16th at noon and that I would have loaner car reserved for me at that time. It's November 16th at 10:30 am and Cynthia said she just learned that it's no longer possible reserve loaner cars. Therefore, I would be without a car indefinitely. More

Exemplary Customer Service for my 30K service I went to BMW of Sterling for the first time this Saturday to get a 30K service for my 750Li. The service provided by Josh Gearhart was exemplary! I w I went to BMW of Sterling for the first time this Saturday to get a 30K service for my 750Li. The service provided by Josh Gearhart was exemplary! I was debating b/w this dealership and the one in Fairfax and boy, did I make the right call. From the moment I drove in the service bay, I was given first class service. Josh listened to my questions, concerns and I could tell that his first priority was to ensure that I am satisfied with the service being provided, and not just trying to make money. He got me into a loaner within a few minutes and kept me informed via phone throughout the service process. He gave recommendations based on the checks performed by the tech but I never felt that he was trying to influence me with the decision. He gave me the information so I can make the call comfortably. With the service I received from Josh Gearhart this weekend, now I won't think about taking my car to any other BMW dealership in the area. BMW of Sterling management is fortunate to have a service advisor like Josh around. Thanks. Syed Hasan More

Failure to replace my airbag (safety recall) twice. Failure to replace the defective part. Recall campaign – Driver front airbag 16V-071 In the last 6 months I schedule 2 appointments with BMW Sterlin Failure to replace the defective part. Recall campaign – Driver front airbag 16V-071 In the last 6 months I schedule 2 appointments with BMW Sterling VA to replace my front airbag. I made the appointments online using the www.bmwofsterling.com website and I received the confirmation (text message) for 06/072017 8:15AM and 11/01/2017 8:00AM. For the both appointments I drop off the car in the morning and I was told that everything is OK and they will contact me when the work will be done. I mention that every time I have to spend 2-3 hours to wait for the company shuttle (BMW of Sterling don’t offer/have a loaner car). Both times I was called around lunch time to be told that I made the appointment in the wrong way using the website and that they don’t have the part (airbag) in stock. I was told that the only way to have my car repaired will be to call the shop and “reserve” the part. When I pick up the car, 11/01/2017 4:30 PM I requested to talk to a manager and then I received the business card of Jessica Eller, but there was no Manager present. Before I made the reservation I checked the website: “Final remedy parts are available. Your BMW center will replace the driver's front air bag module for FREE. Please make an appointment with an authorized BMW center immediately.” (www.bmwusa.com). The car is drivable, but there is a safety concern that I can be hurt but the deployed defective airbag. After the second appointment I received and email confirmation for another appointment for December 21st (almost 2 months from my appointment). More

Helpful and supportive Buying a used car is a stressful and anxiety-inducing experience. We were fortunate to work with Sal at BMW of Sterling who helped make the process s Buying a used car is a stressful and anxiety-inducing experience. We were fortunate to work with Sal at BMW of Sterling who helped make the process smoother and more enjoyable. He worked with us to compare the numerous options and features and select the best vehicle for our needs. I'd buy another vehicle from Sal again. More

Amazing Customer Sales Care Not sure how many still experience the anxiety of car buying/shopping as I have in the past, however this weekend I was definitely put at ease with a Not sure how many still experience the anxiety of car buying/shopping as I have in the past, however this weekend I was definitely put at ease with a VERY patient, professional and understanding sales assistant, Felix Bighem. Felix totally understood my process on purchasing anything major and was able to help me work thru my anxiety to buy a 2018 in one day. Anyone that knows me will agree that my norms and processes can take 4-5 days. When I texted my friends to say I got the vehicle, they could not believe it. I have already told my friends about you and the service I was given at Sterling BMW. Many thanks Felix. More

Outstanding Quality & Care at Service Center! I had been having an on-going issue with my 335I 02 sensor and it wouldn't pass emissions at my local shop. I called BMW Sterling and spoke to the ne I had been having an on-going issue with my 335I 02 sensor and it wouldn't pass emissions at my local shop. I called BMW Sterling and spoke to the new service manager Jessica Eller. Jessica is fantastic and listened to my problem attentively and was fast and efficient in getting my appointment set up and car fixed. She is professional, compassionate and had a great level of customer service in making sure I was completely taken care of.... I greatly appreciated this since I was frustrated about my on-going issue with the sensor. My service manager Andrew Dukes was equally as helpful in making sure I was taken care of and completely satisfied with their service. I highly recommend both Jessica & Andrew at the BMW Sterling service center, they set the bar very high in how they treat their customers... I will definitely be back if I need additional work. More

Don't be fooled by "loaner" car claim. When I purchased my vehicle I asked specifically about the availability of loaner cars and was told that they were absolutely available. All I needed When I purchased my vehicle I asked specifically about the availability of loaner cars and was told that they were absolutely available. All I needed to do is call in and prearrange prior to service. Fast forward to maintenance time, I call BMW Sterling service and explain that I'd like a loaner and that I'm flexible on the date. I am immediately told for services under 2 hours that loaners are unavailable. I show up at the service department and mention this to the service person who says, "Well, I don't sell the cars here." So, if your time and customer service is a major decision point for, don't look to BMW Sterling to uphold anything they say during the sale. For customer service and a service department run right, check out the Penske dealers in Chantilly. I know I'll be back there in 2 years. :) More

Simply the best After seeing some of these reviews, I feel compelled to step up and relate my experience with Kamal of BMW Sterling. I know him well as he is the reas After seeing some of these reviews, I feel compelled to step up and relate my experience with Kamal of BMW Sterling. I know him well as he is the reason I have been going to Sterling BMW for seven years now. After getting tired of the constant maintenance for my Mercedes-Benz, I went and bought my first of 2 7 series back in 2011 from Kamal. Kamal has taken the hassle out of every transaction (we have gotten 6 BMWs from him so far and shall continue to do so) and even answers my texts on his days off. His dedication to his clients is unparalled, and he represents the platinum standard for how BMW should treat every client. He is honest and the consummate professional who is also very kind: he totally charmed my toddler son when we bought our first X5 in 2012 by giving him a matching ride-on BMW of his own, and my little one still enjoys his toy car. Over the years Kamal has earned the complete trust and loyalty of myself and my family and has helped us to get new BMWs wherever we happen to be in the USA. I would never buy or lease from anyone else. More

TERRIBLE If I could leave zero stars I would. I have bought 3 BMWs from this dealership and was going to purchase a M3 from here. We bought a 335 and a 435 in If I could leave zero stars I would. I have bought 3 BMWs from this dealership and was going to purchase a M3 from here. We bought a 335 and a 435 in August 2014 a month after buying these cars I noticed the 335 was making a weird ticking noise whenever I would accelerate. So I took it in for service after a few days of them keeping the vehicle they said they had fixed it so I picked my car up and noticed after driving 45 minutes home it was still making the noise. I have brought my car back to this dealership so many times and the TERRIBLE service department could never figure out what the noise was. So I have put up with this noise for 3 years cause they could never figure out what the noise was and never really tried to figure it out. So today was the day my lease ended so we went in to either purchase another BMW (M3) or to buy this one (if they agreed to fix it). Our sales person (Kamal) who we've bought our two previous cars from was EXTREMELY rude today. He told us "you probably couldn't even buy one if you wanted" in front of a showroom full of people imagine how embarrassing that was. Then became very defensive when we called him out on his BS even going to the point of saying "I know where you live." Now I feel completely uncomfortable after being threatened while I'm here with my 4 year old. So then the Sales Manager I believe his name was Sean (short little tiny guy) got involved who was just as rude and not helpful what so ever and had a smirk on his face the whole time. He said he would take care of the situation but I guarantee he won't do anything about it. Obviously this dealership doesn't care about their customers. Letting their sales people threaten customers. Seriously what kind of dealership allows that from their staff. I would stay far away from this dealership if you are looking to purchase a BMW or service yours!! I'm absolutely DISGUSTED with this dealership. More