BMW of Alexandria Service

Reviews

Reviews are sorted by relevance, with the most helpful and insightful feedback listed first for easy reference.

  Larry Boggs
4 days ago
This was hands down the worst I have ever been treated in a customer service environment. Before I get into the details there are definite positives to this visit:1. I worked with Bella Diaz, Marcello Minor, and Ayannah Carson and they were all extremely pleasant, kind people to work with.2. They provided me with a nice 440i convertible loaner that was amazing to drive (almost made me trade)So with those high notes, what made this visit that turned into two, so horrific?I have a preowned BMW on a 3rd party extended warranty. I went in on 2/13 and worked with Ayannah Carson who put in a claim for the work on my car to the warranty but then immediately went AWOL on all communication. I texted Ayannah (they allow that convenience) as well as emailed and called. Days would go by without any update via any communication method. Later I would find out she had separated from the company and I had been assigned a new consultant. After being assigned Bella Diaz, she worked with the warranty and the shop to get everything completed but this is after 3 weeks of non communication from the first consultant Ayannah Carson.Bella stated that she would manage everything with special care going forward considering all of the time past and the fact that the original consultant Ayanna no longer worked there. Bella unfortunately was no better in communication than Ayannah. To her credit, at least Bella would say I ll call you Monday with an update for instance. But in this case I had to call on Wednesday since no update was provided.The car was finally completed on 3/25 over 40 days after starting this project. That was a Tuesday. By Friday, the check engine light was back on.I called the service station, it was a Saturday so work was slower, and less people are staffed. I was working with MarceloMinor since Bella was off that day and he was helping me get the car towed back to the shop.The car was not towed until that Sunday evening from the public location where it failed. I had to physically take the key to BMW of Alexandria and place it in Marcello s hands so that I could help facilitate the retrieval of my car from this public location. (Side note: upon dropping off the keys it turns out that Ayannah Carson was there at work and had not separated from the company)From Sunday until Thursday I heard nothing from Bella. I called and went up to BMW of Alexandria to find out what the prognosis was, and basically another 1500 is needed for repairs on top of the 12,000 that was just spent amidst all the run around, lack of communication, and mishandling of the situation.So of course I paid and we are done, thankfully. I would not recommend going to BMW of Alexandria for any of your service needs unless you want to be overcharged, to be passed around from associate to associate, mishandled, and communicated with poorly.

  alan vahabzade
a day ago
**Exceptional Service at BMW of Alexandria**From the moment I stepped into BMW of Alexandria, I was greeted with professionalism and warmth, but it was Daniel, the service advisor, who truly made my experience outstanding. His expertise and attention to detail were evident from the start. He not only addressed my concerns with precision but also anticipated needs I hadn't even considered.Daniel's approach to customer service is a rare find in the industry. She combines extensive knowledge of BMW vehicles with a genuine care for the customer's time and satisfaction. It's clear that he doesn't just work to get the job done; he strives to ensure that every client leaves happier and more informed than when they arrived.What impressed me the most was Daniel 's ability to communicate complex car issues in a way that was easy to understand, without any hint of condescension. He provided clear explanations and practical advice, ensuring I made informed decisions about my vehicle's service needs.The efficiency and thoroughness of the service at BMW of Alexandria are commendable, but it's the human touch provided by professionals like Daniel that sets this dealership apart. I left feeling confident in the care my car received and looking forward to my next visit.If you're in need of a reliable and customer-focused service experience, look no further than BMW of Alexandria, and make sure to ask for Daniel he'll take excellent care of you and your car.

  Gregory Allen
4 weeks ago
Horrible customer service! I dropped my vehicle off last Saturday to get my rear signal light replaced. On Tuesday I received an email link with a video stating that the following work needed to be done:Engine Mount - Replace $2337.79Pads and Rotors, Brake (Rear) - Replace (OEM) $1052.37BG FUEL INJECTOR CLEANER SERVICE $214.95l.f and r.f tires have impact bubble, other 2 tires worn and cupped p&a pzero 225/40/20 94y x4 $1815.89Align Suspension - Front and Rear $229.99Subtotal $5650.99Updated total $6173.02I approved having the rear signal light replaced, the engine mount replaced and the fuel injector service, which still cost $3218. After not receiving a call, text or email in several days, I called today to see if the car was ready. The service technician then tells me that the car has been ready since Wednesday and that they sent me a text message and an email. I let him know that I didnt receive a call, text message or email letting me know my vehicle was ready.So today, I went to pick up my vehicle. I paid for the service with cashier who told me to wait in the waiting area and that someone would bring my car around. After waiting for about a half hour I went back to the service and requested to speak with the Service Manager. The service manager apologized for the wait and then told me that they had misplaced the key to the car which is why there was a delay. He offered me a complimentary oil change, for which I responded no to because I purchased the unlimited oil change package. I just wanted to get my car and leave. He then gives me the key and I proceeded to to my car, only to discover that the car had not been washed. The Service Manager then offered a free detailing. Of course by this time, I was so frustrated with the level of service received, I was like no thanks, I'll take the car and get it washed.To top it all off, I get on the interstate to head home and the low tire lights up, so I pull over just to discover that my left tire was flat! So I called the Service Manager to tell him that my tire is flat and he tells me I could have picked up a nail after leaving the dealership, but to bring it back in and they will take a look at it. Then I try to reach BMW Assist in the car unsuccessfully. Fortunately I was close to a friend's place so I drove to his house and tried using the MY BMW app to get roadside assistance through BMW, who advises me that my roadside assistance expired in June 2023. First I heard. If the roadside assistance was expiring, why wouldn't I have been notified so that I could decide if I wanted to extend it. Also, does roadside assistance not come with the connected drive app or service that I'm paying for?So then I had to call AAA Roadside Assistance and wait another hour to give me a tow back to BMW of Alexandria to get a new tire. It's interesting that after declining the new tires, I end up with a flat tire. So AAA is going to tow my vehicle back to BMW of Alexandria so they can replace the tire. This whole experience has ruined my Friday!This will be my last visit to BMW of Alexandria for service or sale!

  Mash R
a week ago
I had an appointment for an emergency tire change. My service advisor Greg Jackson was fantastic. He was very helpful and got my service done. However, the wait time to get to him was ridiculous. I had to wait in line for 45 minutes to speak to an advisor even though I arrived at my appointment time. When I came to pick up my car, Greg signed me out right away. However, it then took another 25 minutes of waiting before they brought my car. So, even though I was very happy with the actual service the ridiculous wait times at the start and end means I won t be coming back for service. I will go back to BMW of Sterling for my regular service.

  Justin Dominic
2 weeks ago
The process gets more efficient each time I visit for service. The attendants are always kind, balanced, and do as much as possible to give you an excellent experience. I always recommend going as soon as they open or make an early reservation. I m absolutely content that I wait 2hrs as they really take their time to put a lot care into your vehicle.

  Seth Goldfarb
2 weeks ago
Worst service in my 50 years of owning cars. Complete lack of communication, no one knows how to do anything except for 1 person who was way over worked. The service repair itself was beyond what their on staff mechanics could handle, had to call in BMW. Loaners we received were so dirty I had to go and buy glass cleaner so i could see out the windows. Seats had coffee spilled on them. i keep my car pristine and when I got it back it was dirty. BMW Alexandria no longer accepts cash or checks. You have to pay via a phone app, so if you don't have your phone you can pay.I have bought 2 BMW's from BMW Alexandria and it will be my last time. Why? its not just the D minus service I got, they forgot to remove the shipping blocks on my new 2023 BMW, so for the last 3500 miles i was getting knocking sounds from the front end which was caused by the shipping blocks. If the dealer cant remove those, then their attention to detail and customer satisfaction is not there.All around, just a terrible experience.

  Deldrick Jones
a week ago
John Mannion help make my visit a pleasant one. From the initial drop off to have my vehicle diagnosed, to reserving me a rental car and providing updates throughout the process. He even took the time to explain the work that was done when I came to pick up my vehicle. Great work done by BMW of Alexandria Team!

  Mary Ellen Reed
3 weeks ago
After Costco leaving me putting on my spare tire in their parking lot (right in front of the tire center) I brought my BMW here and yes, a dealership restored my faith in humanity. They said please, thank you, held the door for me 100% of the time (didn t matter if it was service or sales). Also, their tire was cheaper than Costco! It was in stock (Costco was 5-10 days). They also washed, vacuumed my car and put my spare away correctly with all the tools in the places they should go (I checked). John Mannion was my service rep and he checked in with me as the process went, was kind even though I was snappy and short after having been through my tire blow out situation the day before. I know you re paying for BMW, but I ll gladly keep paying for it (and again it was actually cheaper than Costco and they wouldn t have washed my car, had a place for me to sit, and they treated me unkindly). Please let your team know I noticed the little things they do and to keep please doing them. Customer service is dissolving in our society and I m thankful I have a trusted place I can take my car to. (Also, I thought, since my car is all wheel drive I may need another front tire and an alignment, John assured me the technician would check my tread and advise me if it was needed. I ended up not needing either! Just paid for 1 tire. So thank you for also not taking advantage of me) I purchased my BMW from here and it was the smoothest car transaction we ve ever had (and we ve bought a lot of cars) so both in sales and service I highly recommend here!

  Leigh Warren
a month ago
This was not a good experience. This is not a surprise as previously I have left messages for people in the service department and no one called me back.When making this appt I was assured I could wait for the car and it would be done in two hours. When I dropped the car off I was told to go into the service center and I would be helped there. There were at least 5 service staff I. There. Not one of them welcomed me or told me they d be with me shortly. I finally had to ask someone if I should just wait and he rudely responded yes. I was finally helped and was told it would be three hours which was not what I was told when I booked the appointment. The shuttle was fine and I returned home. The car was supposed be done at noon. At 1:30 I called and no one answered in the service department. Finally a cashier answered and told me he would have to figure out where my car was and call me back. He did. The car was still being worked on 4.5 hours I dropped it off. It was in for its first maintenance visit and an inspection. I was told it would be done by 2:30 and the shuttle picked me up. Again, no one helped me in the service room and I had to ask someone. She couldn t find the paperwork. She finally did. I asked why it had taken so long and no one had contacted me. She said they are short staffed.Honestly disgusted by my experiences with this service department so far. This is a luxury vehicle and I expect the service to be better.

  Calvin Ferguson
a month ago
John, my service advisor, was great. Very thorough in answering all of my questions, honest, upfront, commutative, and has a good sense of humor. During my service I got narrated videos of the technician s observations sent to my phone, which was very informative and helpful. They also sent a list of recommended items for approval to my phone. This is how all service experiences should be in 2024.

  Rod Lewis
a week ago
Marcel Minor did an outstanding job representing BMW of Alexandria. As a longtime customer I ve seen the service at this location decline. I have been considering traveling to another BMW dealership for service - even though I bought my BMW from your dealership. This was due to the level of service I ve received. Marcel changed my mind due to his outstanding customer care.

  Stephen Rubright
3 weeks ago
The service at BMW of Alexandria is poor. For my last oil change, it took 45 minutes of waiting to drop my car off with a service advisor. Today it was 20 minutes. I requested a loaner car when I booked the appointment online. There was no confirmation, so I called the dealership multiple times and could not get through to anyone. I finally left a message and got a return call at the end of the day and was told that you have to actually talk to a person to be guaranteed a loaner car. The service lead said that others have complained about it. The wait time on an oil change was 2.5 hours so I opted to pay for an Uber because I couldn t wait around. I ve been happy with the work done on the vehicle but it s awful on the front end. BMW advertises they provide great service but I have not found this to be the case at this dealership. So why pay a premium for the vehicle when I can get better or equal service at a non-luxury brand?

  RmBlgn Rm
a month ago
BMW of Alexandria is the best! They were very nice, efficient and even made sure to give my car a wash and vacuum when I picked it up. If you are booking an agent make sure to choose Anthony Wiggins, he is very knowledge and he will make sure all your paperwork and needs are met and ready to go. This was the best experience so far and thank you guys!

  Giovanna Cruz Fritsch
3 weeks ago
Pablo was absolutely far and beyond. I moved to Burke and I tried BMW Fairfax not quite happy, so with Pablo is definitely worth driving back to BMW Alexandria every time I need any service.I experience good changes on the back with new people charging the service. GOOD JOB.

  Dee Ivey
6 days ago
The technician was great with explaining the issues and keeping me informed. However, the wait is always horrendous I was second in line at opening at 10:00am; Car not ready until 3:00! On the bright side, the waiting room is comfortable (can witness others catching up on sleep), have drinks, tv, internet, and vehicles available for browsing.

  Todd Walters
2 weeks ago
I am never going there again. An 8am appointment for inspection/emissions check turned into 4 and 1/2hours. After I had an appointment and was there at 7:45am. Unbelievable. Had 30 people there get service of some type. If there is that many people there all day fix your product. The service center should be idle, notcfull of customers all day long.

  Angela Hassan
4 days ago
Ayanna went above and beyond to provide excellent customer service. She is professional, friendly and proficient in her knowledge of BMW automotives. She did not hesitate to anticipate my needs, following up with me throughout the process of serving my car. She is a keeper!

  Susan Patroski
2 weeks ago
We just moved here and used to receive excellent service at our former location. Unfortunately I can t say the same for this one. Oil change took over 3 hours. 10:15 appointment, they didn t take the car in until 11:30. I received my notification that the car was finally done at 1:11. Ridiculous! I m embarrassed for them even if they aren t aware enough to be embarrassed for themselves. Chairs in the waiting area all had tears in them. This is supposedly the biggest BMW dealership on the east coast. I expected better.

  Artak Azizyan
2 weeks ago
I recently visited for service on my BMW, and Marcel Minor's expertise and professionalism made the experience seamless. He provided excellent guidance throughout the process, ensuring my car received the care it needed. I highly recommend him and the entire team at BMW of Alexandria for exceptional service.

  Tiffany Rowe
6 days ago
Good service. However I was told my car could not be washed because of a front mounted license plate. This has never posed a problem before and I m missing out on a perk that Motorsport driver are supposed to have. I hope this can be resolved. Thank you.

  JERMAINE HARDY
4 weeks ago
Service was complete trash! Arrived at 945 for my 1000 DROP OFF. Sat there for 10mins while associates and techs walked right me. One of the team members ask me if I m here with an appointment, I state that I have a 1000 and that I m just DROPPING the car off. He then tells me to stay in my car, someone will come to check me in. ANOTHER 15 minutes go by and ANOTHER team member asks me the same question as the first guy, I give the same answer - he gives the same same as the first guy. By the time I am told to enter for check in, it is 1100. When I asked the check in guy how long this will take, he tells me 1230/1P. I reply to him by saying for a DROP OFF?! This guy replied, oh no I just need your signature. I ve been waiting for clear over an hour.Then during pick up, it took him 15 minutes to locate my car keys, the car was not washed as promised for which he tells me he s going have them re-do it. By this time, it s not even worth the headache! I refused the wash. Absolute worst service I ve ever experienced! With that many people on the pay roll walking around, not doing anything, service should ve been a lot quicker. Trash!

  David Gregory
a month ago
Great service overall. However there are a few things that need tweaking to make the service excellent. 1) The wait time in the service lane while waiting for an advisor is too long. Even when you have an appointment you have to wait in the lane for at least 15 minutes before someone comes out to take you to your advisor, which defeats the purpose of an appointment. 2) The car was is terrible! They do not dry your car after washing it which leaves white water spots all over your vehicle. The vehicle ends up looking worse than before they washed it. If you re not going to dry the car then please do not even wash it or at least ask me if I want it washed before washing it.Other than that, the mechanical service is great and my advisor was good as well.

  Syreeta T
3 months ago
My experience in the past with BMW service in Alexandria has not been the greatest; however, this time around was fantastic. I took my car in on Dec 31 on a Sunday. The convenience of having service on the 31st of December and on a Sunday was much appreciated.Then my service provider was excellent. Bella is a fantastic service provider. I highly recommend going to BMW of Alexandria to get service especially if you have Bella as your service provider.

  Lakisha Gregory
4 weeks ago
They misplaced my key for over an hour. Greg was my service provider, he communicated pretty well and ensured that my service was completed timely. Not his fault that the key was misplaced, but had he managed my service more closely, he would have discovered this before I arrived to pick up my vehicle. Overall this location is understaffed and the service is subpar at best. I won t be returning.

  Lamar Greene
a month ago
Pablo Merino was excellent, he was the service representative who handle my repairs, he patiently searched my service records after notifying me of serious unexpected repairs. He discovered that I had Max care and arranged for them to cover most of the expenses, great service and very thorough job from Pablo!!

  d mcrae
2 weeks ago
I came in with a flat. The closet location to where I was. John provided excellent service ensuring that I got the best rate and fastest service. I have never been to this location but would definitely return.

  Bill Gray
a month ago
This dealership has lost my business. I scheduled an appointment and planned to drop by car off. The intake process took forever. I then tried to two afternoons in a row (a Monday and Tuesday) for over an hour each day to call and check on the status of my vehicle. The Service Department would not answer the phone.

  Eric Davila
3 months ago
Service department is a circus, they can t answer the phones and had to wait 3 hours for a tire swap, then charged me (again) for the entire service because the teller was on a personal call while placing the charge. Managers are unavailable to help with issues. Finance doesn t answer the phone. I d take it elsewhere (and might going forward) but my dealership resides in Richmond. This place has so much potential because of its location but it s a ton of kids running the place.

  Tom Corry
3 days ago
BMW Of Alexandria responded quickly when I had a dead battery and then they did a quick service and found some other issues that needed addressed. They were very professional and turned it around very quickly.

  Dave Lucas
a month ago
Great service coordinator.The rental car fiasco won t make you forget any commercial rental outfit.Loved the carGetting your car back or, say, answering a question is about to become a lot less personal.