BMW of Sterling

Sean was excellent and I would highly recommend him. He made getting my car serviced at Sterling a real pleasure. He made getting my car serviced at Sterling a real pleasure. More

I've been to this dealership three times for service for my BMW X7 and have not had a positive experience. Oddly enough I've submitted several post-service reviews with zero follow-up from anyone in either my BMW X7 and have not had a positive experience. Oddly enough I've submitted several post-service reviews with zero follow-up from anyone in either the service department or dealership, so out of sheer annoyance, here's my feedback after my third and final time visiting the Sterling BMW service department. 1) Greet your customers when they walk into your service department. You're BMW. You're a luxury dealership. Have someone there lift their heads and make eye contact, or better yet, have a dedicated person there to check in your clients. Don't make your customers have to walk up to someone, who has their head buried in their computer and ask them if someone can help them. I've dealt with this now both when I've driven my car into the garage as well as when I've parked outside and walked in. It is VERY uncomfortable to not be greeted and feel like I'm bothering someone.... and this happens EVERY single time I walk in. 2) Call your customers with updates. Your texting service does not replace human contact - especially when it takes forever for someone to respond. I was sent an email with a link to show the progress of my car. Sadly, this link never updated the progress and I had to text my service advisor to find out the status. See picture of screenshot taken 2 hours after my service person returned my text saying service was complete... 3) I brought my car in for a specific reason - yet, I had an inspection done for services I never asked for. Then, I received a text - NOT a call - to approve the recommendations totaling approx $2300. 4) Nobody ever called me to tell me / nor text me that my car was complete, or that they couldn't replicate the issue I was having. I had to follow up with them 5 hours later ... via text, because nobody answered the phone number provided for me to speak with anyone in your service department. 5) I wasn't provided a loaner vehicle, so I needed a ride from my work to your dealership to pick up my car ... that still wasn't showing complete on the link Service Status link. When I texted my service person for a ride, it took 45 min for someone to call a Lyft... and 20 min for the driver to get to my location. I was inconvenienced another hour because nobody answered the phone again when I tried to call. After three negative experiences in your service department over the past 18 months, I would rather drive to another dealership and give them my business as I'm clearly an inconvenience at yours. More

Took BMW yesterday 2/6/23 for 22V-119 recall and inspection. The inspector and service advisor both said left inner rod need replacement and therefore failed the car inspection. The repair cost was inspection. The inspector and service advisor both said left inner rod need replacement and therefore failed the car inspection. The repair cost was $910 + $195 alignment. I took the vehicle to another dealer and requested a second opinion. The inspector at other BMW dealer said there is no need for rod replacement and certified the vehicle under VA State standards. Upon pick-up, at 3:45pm there was only one (1) service advisor for four (4) clients waiting for service. More

To Whom It May Concern: I would like to take this opportunity to share my most recent BMW of Sterling experience. My husband and I were previously loyal customers of the BMW of Sterling branch ho opportunity to share my most recent BMW of Sterling experience. My husband and I were previously loyal customers of the BMW of Sterling branch however, after unsatisfactory, substandard, inadequate service we transferred our business to BMW of Fairfax. On Thursday, January 26, 2023, I was less than 3 miles from the BMW of Sterling branch when smoke emerged from the hood of our 2019 BMW 530i X Drive and the “Top off engine coolant” notification appeared on the display. I was alarmed considering the vehicle has scheduled routine maintenance; therefore, I contacted my husband and informed him of the issue. He advised me to immediately take the vehicle to BMW of Sterling considering the proximity to my current location. I arrived frantic and distraught; however, I left calm and reassured due to the exemplary customer service provided by Mr. Adrian Castillo. The customer service provided by Mr. Castillo was exceptional and is worth acknowledging in a positive light. Although Mr. Castillo was assisting another client he acknowledged and greeted me with a smile and a warm inviting welcome. He stated he would be with me as soon as he was finished assisting the current client. Once he was available, he immediately addressed my concerns. Mr. Castillo was extremely thorough and detailed oriented. Once he obtained my information, he was kind enough to walk with me to my vehicle so I could personally show him what I was referring to. He was extremely cautious and concerned regarding my safety stating that he did not want me to get anywhere near the hood of the vehicle. He expressed that it was in my best interest to not drive the vehicle and to allow the service department to properly assess the problem. He recognized that I was visibly upset and frantic and even offered to get a tissue because I was crying. He was very patient and assured me that it would be best to have a diagnostic test run and he would check the availability of a loaner vehicle or ensure a means of transportation for me to get home. The process of securing a loaner vehicle was handled in a very efficient manner. Moreover, Mr. Castillo was expeditious with a phone call and a text message with detailed information diagnosing the problem with the vehicle. Moreover, he kept an open line of communication regarding the status of the vehicle throughout the process. His professionalism and enthusiasm to get to the root of the issue exceeded my expectations. Our vehicle was promptly serviced and returned to us the following day. Mr. Castillo’s genuine willingness to assist me during a very unexpected moment is truly appreciated. He was extremely calm, compassionate, and knowledgeable. It goes without stating that Mr. Castillo’s behavior is indicative of what BMW’s customer service should represent. Moreover, I would like to commend Mr. Bill. He is truly a remarkable gentleman. Mr. Bill was extremely kind and displayed extreme professionalism with a smile (although he was wearing a mask you could see his genuine compassion and smile in his eyes) and he ensured my needs were met. He went beyond in assisting me to retrieve my belongings from the loaner vehicle to our vehicle. The communication between Mr. Castillo and Mr. Bill was extremely professional and exhibited that of a cohesive team. I am confident both gentlemen will excel in their roles and continue to provide first-rate customer service. BMW is truly fortunate to have such wonderful class-act dynamic individuals as Mr. Castillo and Mr. Bill as part of their team. This type of professionalism and commitment to the highest level of customer satisfaction is indicative of a successful business. Having in mind such a pleasant experience with your team it would be our pleasure to bring our business back to your Sterling location. I am confident the above actions are measures and protocols expected by members of the BMW team; however, Mr. Castillo and Mr. Bill’s kindness, teamwork, and authentic high-level work ethic displayed set them apart from all the rest. They appeared genuinely eager and delighted to assist and sent the message that they enjoy their jobs. Truly I must extend a most sincere thank you and kudos to both gentlemen on a job well done. They went beyond the normal scope of customer service to accommodate our needs and regain the trust and business of BMW of Sterling. More

As a car buyer, the sales team made things easy. The were responsive, professional, and found what I was looking for. Thank you! The were responsive, professional, and found what I was looking for. Thank you! More

Amazing! !! From beginning to end, Aiman was fantastic to work with. I had no intention of trading in my Range Rover but after learning more about BMW and all !! From beginning to end, Aiman was fantastic to work with. I had no intention of trading in my Range Rover but after learning more about BMW and all that they offer, I decided to go with the X5 M50i. I’m so glad that I did! If anyone is in the market for a new car, go visit Aiman at BMW Sterling. You will not regret it! More

Fantastic dealer, fantastic service. I already bought 5 BMWs from this dealer. I would encourage you to look up this dealer when in the market for a BMW. I already bought 5 BMWs from this dealer. I would encourage you to look up this dealer when in the market for a BMW. More

I’ve been waiting to drop off my X7 for over 20 min now. Last time I tried to drop it off, their electricity was down and they couldn’t open the garage doors. Ridiculous. Last time I tried to drop it off, their electricity was down and they couldn’t open the garage doors. Ridiculous. More

Angela was extremely professional and an absolute pleasure to work with. She is not pushy at all which is very much appreciated when beginning your car search. I would not hesitate to purchase anothe pleasure to work with. She is not pushy at all which is very much appreciated when beginning your car search. I would not hesitate to purchase another vehicle through her. More

Kamal was honest, upfront, had my best interests in mind. I would certainly work with him again for a future purchase and would recommend him to my friends who are interested in purchasing a vehicle. I would certainly work with him again for a future purchase and would recommend him to my friends who are interested in purchasing a vehicle. More