BMW of Alexandria

This is the worst dealership I have ever dealt with. The sales person and manager I dealt with both were rude and arrogant. The worst ,however , is the financial department . Despite the fact that I paid cash I spent the majority of a day picking up the car because I had to wait to deal with the financial department. I was sold several overpriced , unnecessary extended warranties which I cancelled within days of the purchase as I realized how I had been taken. This was in May and it is now nearly September. I have twice visited them in person because they would not return my phone calls or answer my e-mails. Both times I had to wait as long as 2 hours because they were so, so busy they just couldn’t be bothered. I am hiring an attorney because I just can’t deal with them anymore. Not only have they lost me as a return customer but I will drive 30 miles to have my car serviced because they are just that bad.

In an effort to address concerns, a letter of apology was mailed on Monday August to [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I dropped off the car on the 8th of September to have the scratch removed and the brake sensor that was damaged replacedWhile at the shop I spoke with service manager Bob and explained my shifting issue one more timeI advised him of correct troubleshooting of the symptoms and that they should be checking the output pressure of the SMG pump which is done by a computer while shifting gearsThis would remove the SMG pump out of the equation and at that point the clutch would be the next suspected component at faultThe service writer documents this and assures me that the shop foreman will check that for meI get a call the next day from the same service writer advising me that the shop foreman says my car is not equipped with "SMS" and that theres no way for him to check the output pressure since it does not existAt this point I'm shaking my head and ask her what is SMS? I asked for you to check the pressure of the SMG and I explained to you exactly how the system works how could you call me back with this nonsense info? She then proceeds to advise me to have my clutch, flywheel, and transmission replaced which I rejectedI told her to just fix the items the dealership damaged during my visit and disregard my shifting issues I waited six days after that call, no one from the dealership reached out to me with an update on my carOn the 15th of September I called the dealership for the status of my car which they had no idea of and said they would check with Bob the manager to see if its ready and they would call me backAfter an hour they call me and advise me the vehicle is ready for pickup The business did replace the brake sensor and buffed out the white paint that was on the surface of the scratch they created on my car but never actually got rid of the scratchThey had my car for days and could not fully repair the damageAt this point I give up, customer service is obviously not their expertise and I will not waste any more of my time dealing with them As far as rejecting the services they recommended, I am so glad I did because I ended up taking the car to an independent shop and had them troubleshoot the shifting issue by checking the SMG output pressureThey understood exactly what I was talking about and took the car on a drive with the diagnostic computer hooked up to see the pressure reading during shiftsMy guess was right, output pressure of the SMG was lower than causing delayed shiftsI had them replace the SMG pump which ultimately fixed the shifting issue This confirms that I will never take my car to this dealership againIf I didn't know how my car worked I would have ended up paying them over $7k to replace components that were not faulty to begin withThis is either a scam that they pull on customers or just very unexperienced staffEither way this should not happen to anyone I need to be compensated for this horrible experience [redacted] ***

[redacted] ,We have reviewed your complaint and your service file and want to apologize for not replacing the correct bulb After communicating with my Service Director, we are being told that our service department agreed to install the correct bulb for no additional charge some time ago, in which we thought you were in agreement to do so That offer still stands, we would be happy to install the correct bulb that was malfunctioning The other solution that we can provide is a credit back in check form for the work not performed correctly The noted charge amount in the complaint is $dollars, but our service repair order indicates a charge of parts and labor of $146.94, with tax added a total of $ BMW of Alexandria would be willing to refund a total of $for installing the incorrect bulb, or you are welcome to schedule an appointment and we will install the correct bulb at no additional cost Please let us know what you would like to proceed with and we will act accordingly We are sorry for the inconvenience and hope this will satisfy your issues Lastly please let us know if you wish to have a copy of the repair order that documents the work performed as well as part numbers involved in the repair, we would be happy to provide.Best,BMW of Alexandria

From: Paul B [redacted] Date: Thu, Oct 22, at 1:PMSubject: Re: [redacted] Complaint ( [redacted] )To: [redacted] < [redacted] @myRevdex.com.org>Good Afternoon [redacted] ,I have my written response listed below, please let me know if you will need anything else.Response:We at BMW of Alexandria have reviewed this complaint and reached the following conclusions The client brought in his vehicle for a shifting issue which was addressed on September 4, in which we performed a software update We noted on the repair order that the rough shift was still present on hard acceleration and that a new clutch and/or transmission might be needed We quoted a repair/replacement on the repair order for a new clutch and fly wheel but the work was not performed due because we did not have authorization from the customer After the client returned later that evening with scratches noted on his vehicle and the brake light illuminated the dealership agreed to rectify both problems at the dealerships expense The client returned to our dealership on September 8th in which a loaner vehicle was provided and the scratch to the rocker panel as well as the rear brake indicator was repaired The vehicle left our care again on September 9th and have had no further complaints from the client We feel that we have met the clients demands that we were at fault for and the other issues listed should not be incurred by the dealership since the repairs were done correctly and the additional work needed to address the customer's concerns were not authorized and thus never performed Paul B***General Manager BMW of AlexandriaVP AV Automotive###-###-#######-###-#### Direct

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

I e-mailed the customer apologizing for the lack of follow up by our Manager We agreed to the customer's request for a store credit for $The matter should now be resolved - Greg P [redacted] BMW of Alexandria

I have reviewed the clients most recent visit to our service department and have listed an account of what occurred I have also included a resolution that we deem to be fair and applicable The client brought his vehicle in on October the 8th for an A/C complaint The client came in stating the A/C was not blowing cold The vehicle was brought into the shop where a technician looked at the vehicle and evaluated the A/C system which showed the system to be low on Freon The technician then proceeded with a vacuum test of the system, in which no leaks were shown The technician then recharged the system and performance tested the A/C, which at the time was blowing cold The client was called to pick up their vehicle At the time of delivery to the client in the service lane the A/C system was not blowing cold The service manager took the vehicle into the workshop and investigated the vehicle with the tech and found that the A/C drive belt had come off the A/C pulley We put the client in a loaner vehicle at this time Our tech installed a new drive belt and tensioner and then started the engine to test As soon as the engine started the belt came off the pulley Further diagnosis showed that the A/C compressor clutch assembly was bad The clutch assembly is not sold separately and requires the purchase of the A/C compressor The client was advised that the replacement cost would be $2, Taking into account the inconvenience and frustrations of our client, our service department agreed to perform the repair for the cost of the parts which are $1, The client declined the offer at this time and took his vehicle I stand by our offer to replace the A/C compressor for the cost of the parts and not charge labor to further our relationship with the client This offer will be valid for the next days from a starting date of October 22nd We would also be more then willing to diagnose client's check engine light and let him know what repairs would be neededRegards, Paul B [redacted] General Manager BMW of Alexandria

After receiving the Revdex.com email, I attempted to contact the General Manager and got no response after daysI don't think this is genuine apology, just going through the motionsNo call was received, no written letter received

I just want to share a very negative experience I had with BMW of AlexandriaI purchased a car from them for $43,and I deposited $10,to go towards the principle, which would bring the total cost down to $33,After signing the contract, I requested that they give me a copy of the contract, I was told my copy will be mailed to meI took their words and went ahead and gave them the $10,towards the principle of carThey never mailed the purchase contract and I later found out that they didn't apply more than half of the $10,towards the principleI called them to complaint about this issue, they kept telling me that they will get back with me and they never didIn most case, they use angry tone in address me, after a while they stop taking my callsI even called BMW of north America to file customer relation complaint, they never got back with me eitherAnother issue I had with the purchase, prior to signing the contract, I inspected the car and saw some scratches on the rims and at the bumper, I brought that to the sales rep attention and he told me that they will give me another rims and take care of the scratches after the purchaseAfter I signed the contract and took the car home, I called the sales rep to set up an appointment to fix the damages, he denied ever agreeing to fix itBy further research, I found that there have been other customers with similar negative experience like, that's why I decided to warn people against doing business with this companyThey are fraud

Dear Sir,I have revisited your frustrations with my service team I apologize that we have not earned your confidence within our dealership The scratch, that was communicated to be touched up, was not done to your satisfaction and we would be willing to repair the scratch completely which may involve replacing the rocker panel on which it is located at no cost to you As far as your transmission concerns with the hard shift in the vehicle goes, I have spent extensive time going over this with our shop foreman and we still stand behind our recommended repairs We have seen many instances in the past on similar vehicles in which SMG pumps were replaced or other components were replaced only to lead to more issues within the transmission and clutch We aim to repair vehicles for long term fixes and that is why we recommended the repairs that we did You elected not to use our recommendations and get a second opinion which has worked in your favor as you stated and is your right as a consumer The only charge that was incurred on your vehicle was for the software update which was diagnosed and performed correctly Because no other charges or repairs were done to your vehicle we don't see how compensation plays a part in your satisfaction As I have stated previously, we are very sorry that our diagnosis was unacceptable to you, but it is what we feel was the correct fix when we were examining the vehicle in our shop We will repair the scratch on your vehicle, located on the rocker panel, completely if you wish to do so Thank you for bringing this to our attention, and again we apologize for your frustrations in this matter Regards,Paul B***General Manager

We have contacted Mr [redacted] and apologized for our mistake, we will be refunding him for the service performed BMW of Alexandria considers this matter closed

From: Paul B [redacted] < [redacted] @bmwofalexandria.com>Date: Mon, Jun 22, at 1:PMSubject: Response for Complaint [redacted] To: [redacted] @myRevdex.com.orgAfter reviewing our customer's complaint and speaking with the customer directly BMW of Alexandria will be responsible for paying the expense of the [redacted] Rental Damage While we don't feel that the damage occurred at our store we did offer the service's of [redacted] to our client We also committed to helping the client with this problem and did not follow up on the matter correctly or promptly Therefore BMW of Alexandria will handle and cover the charges listed from [redacted] Rental to our client.Paul B***General Manager BMW of AlexandriaVP AV Automotive###-###-#######-###-#### Direct [redacted] @bmwofalexandria.com

BMW of Alexandria has contacted **and [redacted] *** and honored the misquoted price that was given We explained the situation to our clients and apologized for our mistake We now deem this matter satisfied

Dear Sir,
I have revisited your frustrations with my service team I apologize that we have not earned your confidence within our dealership The scratch, that was communicated to be touched up, was not done to your satisfaction and we would be willing to repair the scratch completely which may involve replacing the rocker panel on which it is located at no cost to you As far as your transmission concerns with the hard shift in the vehicle goes, I have spent extensive time going over this with our shop foreman and we still stand behind our recommended repairs We have seen many instances in the past on similar vehicles in which SMG pumps were replaced or other components were replaced only to lead to more issues within the transmission and clutch We aim to repair vehicles for long term fixes and that is why we recommended the repairs that we did You elected not to use our recommendations and get a second opinion which has worked in your favor as you stated and is your right as a consumer The only charge that was incurred on your vehicle was for the software update which was diagnosed and performed correctly Because no other charges or repairs were done to your vehicle we don't see how compensation plays a part in your satisfaction As I have stated previously, we are very sorry that our diagnosis was unacceptable to you, but it is what we feel was the correct fix when we were examining the vehicle in our shop We will repair the scratch on your vehicle, located on the rocker panel, completely if you wish to do so Thank you for bringing this to our attention, and again we apologize for your frustrations in this matter
Regards,
Paul B***
General Manager

*** ***,
We have reviewed your complaint and your service file and want to apologize for not replacing the correct bulb After communicating with my Service Director, we are being told that our service department agreed to install the correct bulb for no additional
charge some time ago, in which we thought you were in agreement to do so That offer still stands, we would be happy to install the correct bulb that was malfunctioning The other solution that we can provide is a credit back in check form for the work not performed correctly The noted charge amount in the complaint is $dollars, but our service repair order indicates a charge of parts and labor of $146.94, with tax added a total of $ BMW of Alexandria would be willing to refund a total of $for installing the incorrect bulb, or you are welcome to schedule an appointment and we will install the correct bulb at no additional cost Please let us know what you would like to proceed with and we will act accordingly We are sorry for the inconvenience and hope this will satisfy your issues Lastly please let us know if you wish to have a copy of the repair order that documents the work performed as well as part numbers involved in the repair, we would be happy to provideBest,
BMW of Alexandria

I wrote an e-mail to the customer apologizing for the issues related to *** (***) programs I provided my direct line and e-mail contact information for the customer to contact me if there were anything else to discussGreg P***
General Manager
BMW of
Alexandria

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Once I brought the vehiccle in for a headlight repair which I paid for I then recieved an email stating that I have over $in suspension damage that I have to repair which my car is running totally different then when I brought the car to them And futhermore I was never told about these issuse upon buying this car
Regards,
*** ***

From: Paul B*** Date: Mon, Jun 22, at 1:PMSubject: Response for Complaint ***To: ***@myRevdex.com.orgAfter reviewing our customer's complaint and speaking with the customer directly BMW of Alexandria will be responsible for paying the expense of the
*** Rental Damage While we don't feel that the damage occurred at our store we did offer the service's of *** to our client We also committed to helping the client with this problem and did not follow up on the matter correctly or promptly Therefore BMW of Alexandria will handle and cover the charges listed from *** Rental to our client.Paul B***General Manager BMW of AlexandriaVP AV Automotive###-###-#######-###-#### Direct***@bmwofalexandria.com