BMW of Sterling

To whom it may concern:On 10/01/the client and another couple, who had accompanied them, both leased new vehicles and terminated their current leasesEager to make a two car deal we sold them both vehicles at lossesin the case of [redacted] a loss of $Upon being invoiced by [redacted] [redacted] for an outstanding balance complainant [redacted] contacted us requesting that we pay a portion of their outstanding balance in the amount of two paymentsRolling outstanding obligations into a new purchase and or making payments on the customer's behalf is common practiceHowever, it needs to be discussed and structured into the new transaction at the outsetThat conversation did not happen in this caseThe customer signed documents acknowledging any outstanding obligations related to their previous leaseAt no point was there any discussion related to BMW of Sterling absorbing any portion of the outstanding balance.As a result of having taken significant loss to make the deals happen we were unable to assist them with their requestAfter several conversations we did offer to unwind the transactionThis would have allowed them to terminate their lease at a later date, since it had not yet matured, and perhaps find a better deal elsewhereThey did not take us up on that offer.Respectfully,BMW of Sterling

To whom it may concern: We are in receipt of the complaint ID [redacted] for customer [redacted] We were made aware of the issue from our General Manager, Don N [redacted] and we issued a check# [redacted] dated 12/29/in the amount of $for our customers remaining paymentsWe apologize in advance for any issues this has causedThank you for your timePlease let us know if you need anything elseThank you, Michelle F*

To whom it may concern:We received the complaint regarding [redacted] , the ID number is [redacted] One of our Client Advisors Rick D [redacted] was in touch with [redacted] regarding the possible purchase of a [redacted] We reduced the price and had numerous customers interested in the vehicle, apparently [redacted] spoke with Rick D [redacted] and we provided preliminary information regarding the purchase but we did not execute a purchase or contract with [redacted] We had another customer that was in touch with us prior to 1/18/and arranged the appointment on the morning of 1/19/and purchased the vehicle.Since we only have one of these pre-owned vehicles available we cannot provide [redacted] with the delivery of the vehicle but we are more than happy to assist with a deal on any available pre-owned vehicle we have in our inventory.Thank you and please let us know if you require anything additionalBryan C [redacted] Pre-Owned Sales Manager###-###-####

To whom it may concern:We are in receipt of the complaint ID [redacted] for customer [redacted] . We were made aware of the issue from our General Manager, Don N [redacted] and we issued a check# [redacted] dated 12/29/15 in the amount of $800.00 for our customers remaining payments. We apologize in... advance for any issues this has caused. Thank you for your time. Please let us know if you need anything else.Thank you,Michelle F*

[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:The Revdex.comFROM: Don N [redacted] General Manager BMW OF Sterling ###-###-####Dear [redacted] ,This is to confirm that we agree to pay the remaining lease payments, to resolve the issue.Best Regards,Don N [redacted]

BMW of Sterling MINI of SterlingFebruary 18, 2017Complaint ID: ***To whom it may concern,*** * *** BMW ** from BMW of Sterling back on September 6th, BMW of North America has a process by which they notify the dealers of "Sale Stops" with a list of affected VIN numbersAt the
time of the sale BMW had riot flagged *** ***'s vehicle.We have ask *** *** to bring in the vehicle for us to take a look at and verify that it is indeed in need of the repair and he has refusedIn addition, *** *** was at the dealership negotiating a deal on a BMW *** on February 11, and made no mention of any issue with his **.Respectfully,Tony M***Brand ManagerSterling Motorcars

To whom it may concern:
" background-">We received the complaint regarding *** ***, the ID number is ***One of our Client Advisors Rick D*** was in touch with *** *** regarding the possible purchase of a *** ***We reduced the price and had numerous customers interested in the vehicle, apparently *** *** spoke with Rick D*** and we provided preliminary information regarding the purchase but we did not execute a purchase or contract with *** ***We had another customer that was in touch with us prior to 1/18/and arranged the appointment on the morning of 1/19/and purchased the vehicleSince we only have one of these pre-owned vehicles available we cannot provide *** *** with the delivery of the vehicle but we are more than happy to assist with a deal on any available pre-owned vehicle we have in our inventoryThank you and please let us know if you require anything additional
Bryan C***
Pre-Owned Sales Manager
###-###-####

To whom it may concern,This email is in regards to a complaint filed by our Client* *** *** ***Here is the summary:When he cancelled the warranty, we did not and will not get taxes back from the state.He did not order a personalized plates nor did we promise him personalized plates and
wouldn't do soHowever, he was overcharged on his tag fee by $75.95and a check was issued to him on the 17th of November for the same amount of $75.95, which has been cashed per our accounting department.As far as his paperwork, we gave him everything that we were supposed to give him, but for some reason he feels he is entitled to all DMV and power of attorney papework that he has signed.Please let us know if you have any questions or how we can assist you further.Thank you.Jhen T***Assistant to Don N*** *** *** *** ***
*** *** ***
*** ***

Thank you for your May17, 2017, reply regarding my complaint (ID #***) with BMW of Sterling and their Jhen T*** of *** *** answersI appreciate your trying to help me with my concernsFollowing is the list of items I have been and will continue to talk about to peopleIt’s by no means the very small amount of money involved; it’s the principal that matters. Didn’t pay me for personalized tag item in purchase of new car per sales agreementDidn’t refund all of the State Sales Tax paid on cancelled extended warrantyWill not give copies of papers signed at time of purchase w/ both the senior client advisor and the business managerDid not use the “Driver’s Delivery Guide” BMW recommends for when the new vehicle is deliveredDo not reply to emails, memo’s nor return phone calls. I have substantiated each and every one of my complaints with them in a number of emails, memos & phone callsI am not going to waste my time any further in pulling up each and every one the emails again.This matter is not worth pursuing any furtherI will never ever recommend BMW of Sterling to anyone.Again, thank you for your help, Regards, *** P.SI will copy those that have been helpful to me regarding my concerns over the last seven months, namely *** ** ** *** ***, *** *** *** *** *** ***, *** *** *** *** and *** *** *** *** ** *** ***

To whom it may concern:On 10/01/2016 the client and another couple, who had accompanied them, both leased new vehicles and terminated their current leases. Eager to make a two car deal we sold them both vehicles at losses. in the case of [redacted] a loss of $3586. Upon being invoiced by [redacted]...

[redacted] for an outstanding balance complainant [redacted] contacted us requesting that we pay a portion of their outstanding balance in the amount of two payments. Rolling outstanding obligations into a new purchase and or making payments on the customer's behalf is common practice. However, it needs to be discussed and structured into the new transaction at the outset. That conversation did not happen in this case. The customer signed documents acknowledging any outstanding obligations related to their previous lease. At no point was there any discussion related to BMW of Sterling absorbing any portion of the outstanding balance.As a result of having taken significant loss to make the deals happen we were unable to assist them with their request. After several conversations we did offer to unwind the transaction. This would have allowed them to terminate their lease at a later date, since it had not yet matured, and perhaps find a better deal elsewhere. They did not take us up on that offer.Respectfully,BMW of Sterling

TO:The Revdex.comFROM: Don N[redacted] General Manager BMW OF Sterling ###-###-####Dear [redacted],This is to confirm that we agree to pay the remaining lease payments, to resolve the issue.Best Regards,Don N[redacted]

To whom it may concern:We received the complaint regarding [redacted], the ID number is [redacted]. One of our Client Advisors Rick D[redacted] was in touch with [redacted] regarding the possible purchase of a 2013 [redacted]. We reduced the price and had numerous customers interested in the...

vehicle, apparently [redacted] spoke with Rick D[redacted] and we provided preliminary information regarding the purchase but we did not execute a purchase or contract with [redacted]. We had another customer that was in touch with us prior to 1/18/2016 and arranged the appointment on the morning of 1/19/2016 and purchased the vehicle.Since we only have one of these pre-owned vehicles available we cannot provide [redacted] with the delivery of the vehicle but we are more than happy to assist with a deal on any available pre-owned vehicle we have in our inventory.Thank you and please let us know if you require anything additional. Bryan C[redacted]Pre-Owned Sales Manager###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I did execute the contract, but they would not provide the fax number or accept a deposit on 1/18/16. I no longer want the car but the dealer is lying. I submitted a copy of the paperwork with my complaint. You may close the issue, but dealer is a terrible business.
Regards,
[redacted]

To whom it may concern:
margin-bottom: 5pt;">We are in receipt of the complaint ID [redacted] for customer [redacted]. We were made aware of the issue from our General Manager, Don N[redacted] and we issued a check#[redacted] dated 12/29/15 in the amount of $800.00 for our customers remaining payments. We apologize in advance for any issues this has caused. Thank you for your time. Please let us know if you need anything else.
Thank you,
Michelle F[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 whom it may concern:We are in receipt of the complaint ID [redacted] for customer [redacted]. We were made aware of the issue from our General Manager, Don N[redacted] and we issued a check#[redacted] dated 12/29/15 in the amount of $800.00 for our customers remaining payments. We apologize in...

advance for any issues this has caused. Thank you for your time. Please let us know if you need anything else.Thank you,Michelle F[redacted]

[redacted] of Sterling [redacted] Cir. Sterling VA 20166Tel ###-###-#### DEC 27 2016DECEMBER 16, 2016[redacted]1411 KST. NW, 10th FloorWashington DC 20005-3404Dear [redacted],In regards to complaint ID [redacted]This Customer purchased a 2011 [redacted] on 12/01/2016. The customer had been here several...

times with friends and family all of whom test drove the car on multiple occasions. No issues were brought to our attention on any of those occasions. The customer was informed that the vehicle was no longer under warranty and was being sold "AS IS". He was encouraged to purchase a warranty at the time of purchase and declined. The car passed both VA State Inspection and VA. Emissions Inspection.The Customer returned a few days later with a noise complaint. Our service department suggested replacing some exhaust seals. The Customer did not want to pay for the repair. In an effort to help we offered to do the work at our internal cost. The customer declined.Included you will find the Buyers Guide with customers signature. It states the car is being sold "AS IS" and customer is responsible for cost of any and all repairs. In addition, you will find a copy of a document signed by customer declining mechanical and GAP protection.Warm regards,Tony M[redacted]Brand Manager

Review: My first visit to Sterling BMW, in Jan. 2014, for a simple recall item on my car. After replacement was completed, BMW Sterling provided me with a 4-page estimate of 'needed repairs' valued at almost $4000.00 All items suggested, except one, were just repaired 3 months ago at [redacted] BMW dealership (which was documented in the car's history, available to Sterling) and a BMW-certified shop. And my car was running smoothly. They asked if they could make the repairs, and I told them no. I went back and double checked with my technicians at [redacted] BMW, and got all the documentation and provided the proof to Sterling of repairs. Sterling assured me that the technician that worked on my car was a veteran. Does a veteran technician, randomly and honestly, misdiagnose 3 simple repairs?? In one car? In one day?? Doesn't make sense.

I asked to speak to the Sterling general manager, and was told by a customer service rep that the GM would call me back (many times) over the course of a 3 month investigation as to why BMW would suggest $4000 worth of repairs needed done, when they were already completed? I was told by a customer service rep in writing and over the phone, that he assured me that the general manager would be in contact with me. Never happened. Still hasn't happened.

After Sterling received the proof of repair documentation, a customer service rep began the process to review what happened, which again took 3 months. The Sterling service director and their lead foreman asked to review my car again, to be sure they were wrong. My husband and I took off work and I agreed to a third party location to review my car again with third party technicians as well. The results showed that all repairs were completed, but BMW Sterling listed excuses for each misdiagnosis...including that [redacted] BMW had a faulty repair (even though it's fine). To make matters more suspicious, the veteran service director and foreman at Sterling, suggested that I had just bought new tires upon their second review (one of their suggested repairs was to get two new tires). This was outrageous, and an absolute lie, because I have the exact same worn tires that I had back in January. I quickly responded to their mistake, and asked how could a veteran service director think worn tires are actually new?? How is that possible. No response from anyone at Sterling regarding that. Nothing.

In total: They provided me with a brief apology letter, provided excuses to their misdiagnose, said they would provide me with some VIP service, pick up my car and wash it. I told them this is an issue of ethical behavior and trust, and that a car wash is not going to make me want to take my car to that dealership again or regain trust. They did not address why they lied about the tires being replaced, why they did not check repair history before they made further repair suggestions, did not address why the GM has never called me back. Ironically, 4 months later, my neighbor starts telling me they had taken their BMW to Sterling, and had a similar situation at Sterling, where they had been suggesting repairs for $2000...work that was already completed. He did not pursue the matter, just stopped going there.

I do not think my one encounter with BMW Sterling, is specific to me, and that somehow this randomly just happened...I think i'm one of the first to pursue and start asking some questions. The egregious unprofessional behavior at BMW Sterling is outstanding and surprising.Desired Settlement: I would like a call from the GM, the Service Director, an honest explanation of the tires, and I would like other Sterling customers to be aware of the suspicious behavior. Their minimal good faith gesture does not fit the inconvenience of this 3 month process and does not address of the core issues.

Review: We purchased a BMW from BMW Sterling - the car was offered with a basic warranty - we picked up the extended warranty that runs upto 50,000 miles or 5 years (which ever is earlier). Our warranty is still valid.

When we were sold the extended warranty (the sales person's name is Al H[redacted]), we were told "Everything is covered except tires". I sent him an e-mail and got no response - he seems to be no longer employed there.

Last week, we had a "Coolant low" indicator on the car and took it in. The service person said a coolant flush needs to be done or the problem will happen again. This costs $560 but is apparently not covered by our warranty - which goes against what I was sold.

The issue is still not resolved. If the warranty does not include service costs - then it is useless to me.Desired Settlement: My desired outcome is that all maintenance specified by BMW for our car should be done at no cost to me.