BMW of Alexandria

This is the worst ever consumer experience i had. This is totally unacceptable from BMW. I have had issues w/ my 2012 BMW z4 since November 2017 that could not have been solved by this Service. I finally took my car to a third party service, got the problem identified and now my car works perfect. Since then I am dealing with Alexandria Service to be refunded in full. The GM of the shop does not return my calls and does not respond to my emails. It is so upsetting that the consumer approach of 1990's can still exist in a BMW shop. Sad very sad.

I will never return here again. The representatives are only nice until you start asking them questions. When I asked them to walk me through what was wrong with the car, I was told that I "wasn't a mechanic", which I found confusing because I had never told them my profession and I happen to be a woman. If you do come here to get your car serviced, ask them to walk you through their process and diagnosis. Check your vehicle before agreeing to fluid changes, etc. as my car's internal service system did not indicate that brake fluid or engine oil needed servicing, contrary tot heir recommendation. If they can't explain exactly what they did, what they're going to do, or break down the cost of the service (labor, parts, etc.), just like they weren't able to do with me, do not have the services done. I went in for a diagnosis, there was a problem with the fuel getting to the engine. The service center representative told me that they need to replace the fuel pump. I agreed. $725 later they told me that the fuel pump was not the issue and that there was a puncture in my internal fuel line. $3000 to replace my entire fuel tank was their final estimate - and they were not able to break down the cost of that service, I got 2 different answers from 2 different people. I asked them why I was being charged $725 when there was no work done on the vehicle and I only agreed to those labor charges to replace the fuel pump. After being referred to the "manager" Todd, who I soon found out was just another service center rep, they finally agreed to charge me the original agreed upon amount as the amount they were charging me was never agreed upon - 3 hours later. In the meantime, they pressured me to replace my fuel pump (~$350), get an oil change, and change my break fluid. All of these services amounted over $600 and were not needed. I changed my oil & break fluid less than 6k miles ago and the pump had no faults. When I took the vehicle home and inspected it myself, I found no punctures in the internal fuel line and only that the fuel line had become disconnected. No one, I even spoke to the mechanic who worked on my car, had told me the fuel line was disconnected. I repaired it myself at home for minimal cost. Took me about 5 hours total which is funny because the $725 they tried to charge me was supposed to equate to 4.25 hours of labor from their certified technicians to just examine the fuel line. By the way, I dropped the car off on Monday and did not get it back until Friday. They are hard to contact once the vehicle is dropped off. When I asked what time they would work on my car, I did not get an answer. I was told Tuesday, which turned into Wednesday and then on Thursday they tried to tell me about my tank. I went there on Thursday to retrieve my vehicle and they had me come back on Friday. Again, for no work on the vehicle, just a diagnosis.

.They are very nice, and did quality work. I used them because their close to my residence.

Their attention to detail is immaculate. I bought my car from here as well. They are on time, and the loans are perfect. I cannot express enough of their courtesy. I am a little upset that they do not have regular Coke in their lobby. I have had nothing but a positive experience here.

STAY FAR, FAR AWAY. Thieves at BMW of Alexandria leased me a "new" car, only for me to discover that it had FIFTEEN-GODDAMNED-HUNDRED MILES ON IT. Yes, I should have checked the odometer, but when you're signing a lease on a $110,000 car, it's like a mortgage, and you eventually get bleary, and they tucked the the 1500-mile surprise into the middle-end of the process. The explanation? "The owner's son liked to party in it," said "salesman" Nabil Haddad. And I was a repeat customer, having brought back my previous lease in spotless condition with only about 1/2 the mileage allotment used. Furthermore, about that earlier lease -- BMW has a system where it sucks in your CD and doesn't play it, but instead records it to a hard drive. So I had to spend HUNDREDS of hours pumping CDs in one by one in order to have a working sound system (and the upgraded sound system was the ONE feature upon which I insisted on BOTH cars). I was GUARANTEED that BMW of Alexandria would be able to transfer the data from the old car to the new -- a major selling point in my selection of the 2017 car. But it was getting late, and they were lazy and stupid, and they didn't give a crap once they had my name on a lease. So they pretended to lose the data. I simply did not drive the car. It was a badly-used vehicle and I was paying for a new one. And I could not even plug my iPod into the car directly because I use Lossless Encoding, and thus need to cling to my last iPod Classic, because no other model has the capacity to accommodate my collection. We fought with corporate and we fought with the dealer, and they just didn't give a ****. Finally, I drove the car in the middle of the day, hoping that "quitting time" would not get in the way of their half-(actually, much less than half; more like 1/64) hearted "attempt" to correct the electronics problem. They saw me walk in and immediately called the police. And the owners must give BIG to local crook politicians, because I was simply trying to LEAVE the brokedown and massively-overdriven car there, but the cops would have none of that, roughing me up and arresting me for... i was never charged. I am a late-middle-aged man with severe chronic back and leg injuries. Bent cops don't file charges. They just pound heads, legs and backs. And they pounded mine. Remember, I'm JUST TRYING TO LEAVE. I did NOTHING illegal. So the car is back in the possession of the BMW of Alexandria Party Patrol, and they WRECK it!!!!! Completely destroyed four fenders while in their possession. Four fenders bashed in, paint scraped off everywhere, etc. The car will NEVER be driveable. At least not by me. This will be an insurance nightmare, but it really is like they did it on purpose. So that's the kind of service you can expect at BMW of Alexandria. Don't be a moron -- get a Mercedes from another ownership group. Rosenthal owns BMW of Alexandria, so stay away from ANY "Rosenthal" dealer. Consider yourself WARNED!

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The headlight problem was correctly diagnosed - an electrical short circuit in the headlight assembly caused damage to the assembly. However, three additional problems were reported to me and two of them were incorrect. Defects were reported in a belt tensioner and a filter gasket that did not exist. The belt tensioner was reportedly leaking oil, which doesn't make sense because it doesn't have oil in it and the oil filter house wasn't leaking. This may be a mistake by the service adviser in reporting back incorrectly, but either way there wasn't anything wrong with the belt tensioner or filter gasket. This is not just my opinion, but was verified by another repair shop. The third problem was correct, a front shock absorber has a minor oil leak.
I have experience working in a car repair shop and on my own cars and to me the most important quality for a repair shop is whether I feel I can trust them. This shop lost my trust on the first visit.

We have a long history and they are fabulous.

They are very good. There was one clerk that I worked with and her name was Dina. She was very efficient. Most of the things I needed, she was bringing it to my attention even before I told her I needed them. She took care of the reimbursement when I had my BMW towed down to the station. She was just amazing. They give a lot of importance to their customers.

I only go to them because it is covered under my car. As soon as my car is out of warranty, I am not going to them since it is too expensive.

The overall experience was excellent. I would use this provider again.