ComplaintsforBMW of Alexandria

• Initial Complaint

  07/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a *** *****  from this dealer on Tuesday June 13th 2023. I purchased the car lightly used. I was not told that the dealer didn’t have the title to the car. It is now June 19th I have expired temporary tags and no title or paperwork in my hands. I have been requesting an extended temporary tag since the 1 st week of July fearing this would occur. I was told it was my responsibility which is entirely untrue. I explained in the state of Virginia they have 30 days to produce the title or must re apply for an extended tag or purchase the car back. I have not seen either of those completed. In the state of michigan they have 21 days to produce the title for registration. I keep getting blown off and no one is getting back to me. I keep being told I’ll get you a status update and nothing happens .I am sitting with a car that I cannot drive legally because they refuse to do their jobs and what is right. I want to return this car and be reimbursed for all of my expenses per Virginia law or I just want someone to get me plates and title so I can drive my car. I am not asking for a lot but what is owed and legally obligated by them. they seem unwilling to help and never initiate communication unless I do. If this doesn’t help the only other recourse I have is legal action.

  Business response

  07/25/2023

  Hello,

  We have issued this client a second pair of temporary tags.  We are waiting for a duplicate title because the lien was electronically released by the lien holder.  We expect to have the title next week and will then flip the title and mail it to the client.
  
  Please let me know if there is anything else we can help with.

  BMW of Alexandria

• Initial Complaint

  03/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was very disappointed with my experience at BMW of Alexandria. It cost me nearly $1000 in lost wages, rental car, fuel, and inspection costs, and I even had to force you guys to get the parking pawl safety recall taken care of. The truck is already priced $10,000 above wholesale (almost 30%), and to require another $1000 of fees on top of that is illegal. Those fees should have been included in the advertised price. Putting the fees in an addendum is not good enough. The fees are unreasonable and illegal, as I pointed out to ******************************* on Tuesday, 28 February at approximately 4:45pm. I intend to file a complaint with the *** and the ******** **** for violation of the ******************* Act regarding advertised pricing and mandatory fees. ******************************* will be listed as the offending party. I will also submit **** and ****** reviews so this doesn't happen to anyone else.

  Business response

  04/28/2023

  Hello,

  As a one-price pre-owned dealership, we disclose all our pricing on our website, including applicable taxes, tags, and any other fees needed to register a vehicle. I have attached a file for your reference.
  Regarding the processing fee, we charge an $899 processing fee, which is also disclosed on the ******** website where you submitted your lead. Another file with this information is attached to this email.
  On 2/21, we sent you our One Price email explaining that we have eliminated negotiations from the buying process to create a more transparent and hassle-free experience. However, you requested the best out the door price and asked about payment methods. We had several discussions regarding the repairs made to the vehicle and whether it could be taken to another shop for a pre-purchase inspection.
  

  On 2/28, you met with our Sales Manager, ****************, and signed the Purchase Order, which included the $899 processing fee. **************** collected all the necessary paperwork to finalize the deal and handed you over to our Finance Manager to complete the process. However, you requested to speak with the Finance Manager in private, and after a few minutes, the finance manager informed **************** that the client wouldn't pay the processing fee and demanded a price reduction, citing FTC regulations. Unfortunately, we were not able to reach a mutually acceptable agreement, and the client did not purchase the vehicle.
  

  I want to emphasize that our processing fee is disclosed on our website, third-party websites, purchase orders, and displayed in our showroom. We adhere to our company policies of charging all customers the $899 processing fee and our one price pre owned pricing model. We regret that we couldn't come to an agreement due to the request to waive this fee and/or lower the price.
  

  Please feel free to contact us if you have any further questions or concerns.

  Thank you,

  The BMW of Alexandria Team

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've had issues with my vehicle since I've purchased it. I have a BMW ** *** *** plug in and it has had several recalls. 2/6/2023 car in shop needs new control module (vehicle at dealership again) 1/27/2023 recall check engine light on (vehicle at dealership)9/8/2022 SOP Module install (navigation) 7/7/2022 recall/campaign ******* Digital motor electronic 10/21/21 High Voltage System Malfunction indicator BMW stopped making these vehicles because they had battery issues and I repeatedly take my car in the shop. Someone needs to investigate BMW and these vehicles.

  Business response

  03/02/2023

  Hello,

  Our records show that we have not serviced this vehicle since we did the pre delivery inspection on 10/09/2020.  The PDF attached to complaint shows another dealerships repair orders.  We would like to help in any way we can but at the moment it doesn't seem like we have had an interaction with this vehicle since 10/09/2020.

  Thank you,

  The BMW of Alexandria Team

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/24/22 - Brought vehicle to dealership for full inspection and oil change. Ended up spending $1200. 12/9/22, Check-engine light came on and car almost stalls at red lights. Made appt for 12/17/22 9am. Brought vehicle in at 9am on 12/17/22. Waited 45 minutes to check car in, then had to have a loaner brought to me. 12/21/22, have not heard a single thing from dealership. I called and they said they had to replace a battery for $950. I never heard from them or gave authorization to spend that money on that $200 battery.

  Business response

  01/09/2023

  Hello,

  We spoke with **************** after he left a voicemail about this same concern last week mid December.  **************** was misinformed and the $1000 battery had not been replaced; that was only an estimate to replace the battery.  He has since picked up the car vehicle and decided to not replace the battery with our dealership.  I believe this issue has been resolved.

  If there is anything else we can do please let us know.

  Thank you,

  BMW of Alexandria

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October 2022, I tried to schedule a 10K miles Service appointment online, unfortunately there were no suitable appointments. I called to confirm that there were no appointments available per the online calendar. Thus, I decided to take my service to another BMW Service Center. On October 18, 2022, I took my car to the BMW of Annapolis for services (tires, oil & filter, etc.), I received a loaner vehicle and left my vehicle for service. The next day, I received a text message requesting approval for additional maintenance, there was damage to the “Oil pan bolt (threads)”. I spoke with a Service Advisor (SA), who provided explanation of the request. SA informed me that, “the Technician stated, “the oil pan bolt threads were damaged”. He explained the functionality of the part and the damages, as well as the cost to repair $283. I asked additional questions, which he mentioned, “the threads had been stripped/cross threaded from a previous service”. I stated “I was not informed nor aware of any previous damages. So, I consented to the repair, since this is my primary vehicle and it has to be repaired. Arriving home, I noticed an oil leakage in my driveway and garage. I texted the Service Advisor to inform him of the leakage. And requested an appointment. On November 21, 2022 I returned to the BMW of Annapois for service and explained the situation with the leaks. I checked my vehicle in with SA and received a loaner. Later that day, I received a text message stating the cost of repair. Again, I called the SA regarding the repair and cost. He further stated that, “per the note on file regarding the previous repair, the oil pan threads were damaged and the bolt repair was not successful. Therefore, the entire oil pan will have to be replaced”. The total cost for the repair will be $3,531.83. After receiving the news regarding my vehicle, I called the BMW of Alexandria Service Center and asked to speak with the Service Manager (SM). Left my information and hours later, I received a call from the Service Manager. He confirmed the date of my last visit. He also asked “if I had taken my car to another Dealer since, I responded “No!”. He continued to asked “how many miles do I have on my vehicle? I responded, “97K+”. He mentioned, “our records show that you were here at 86k miles. I responded, “Correct, 10K miles later it was time for an oil change”. He further asked “Am I sure I did not take my vehicle somewhere else for service?”, I responded “No”. After the brief conversation, he said “he would speak with a Manager and call me back”. On November 22, 2022, Fritz returned the call to mention that “I had to bring my vehicle back to Alexandria for repair”. I asked, “will I be able to get a loaner and what is the estimate time for repair?”. He responded, “He would have to find me a loaner car, our Service center is backed up and would not be able to look at it until Monday”(after Thanksgiving weekend), it will take approximately one (1) day to repair. He also mentioned, “they were not sure of “who” performed the damages to my car”. Their mechanic was the “best” mechanic, who builds cars and he would not cross thread any bolts”. Service Manager continued to say “I will have another mechanic to repair the vehicle to make sure it will be repaired properly”. F*** called again to ask, “if he could speak with the Service Advisor at BMW of Annapolis regarding the services”, I provided him the information. Shortly after, F*** returned the called to say he understood the inconvenience, however he continued to reiterate the same sentiments as before. He also mentioned “we do not have any loaner vehicles and not exactly sure of how long it will take, since we are backed”. I asked, “can I speak with the Supervisor?” He said, “Yes”, I am still awaiting the Supervisors call. I mentioned, “I will need my vehicle, I have to go to work and I am the caregiver to an 88-year-old with medical needs”.On November 23, 2022 I called Fritz to follow-up on the conversing with the Supervisor. Instead, his voice mail stated he was on vacation, leaving the request unresolved. I called on November 25th for assistance and the Service Managers are all unresponsive and have not returned any call. I called the GM he was unavailable, as well. This situation has left additional complexities in my life. Why should I have to incur the cost (close to $4K) to repair my vehicle when BMW of Alexandria Service Center caused the damage? The poor customer service and lack of concern from the Service Manager further complicate the situation.

  Business response

  12/06/2022

  Hello and thank you for contacting us.  We called our Market Rep for BMW NA who called Annapolis's Market Rep and it was decided that instead of towing the car back to Alexandria, Annapolis would perform the repair under BMWs Goodwill Program.
  Alexandria's Service Director, Todd, called the client and informed her that BMW of Annapolis was going to take care of the repair.  Hopefully this resolves and issues related to the repair and the vehicle is able perform as it had previously.
  Please let us know if we can be of any further assistance.

  Best regards,

  BMW of Alexandria

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased about 62k car from their location and spent about 10k extra on extended warranty, then I immediately find out the microphone does not work in the car, so I went back to get it fixed. I had spent a whole day promised it will be fixed the day of. Then they told me to leave and come back when a loaner is available. I indeed did. The car has been on going repair for 2 months from May (When purchased car) until July. They finally called me and said this is unacceptable and the advisor named Allan mentioned that I should ask for 2-3 months off my car payment since they do that for their customers. I indeed called and asked for it then after a battle they offered me 1 month off and promised for the issue to be fixed. They called back and said pick up your car the mic is fixed. I picked it up and then found out now an emergency SOS error pops up, and GPS don't work + brakes issue. I immediately raised the concern, then they told me to come back in 3 weeks until the part arrives. I come back and they assign me to this advisor named Javier who is extremely rude. He picks up the phone and speak in such an unprofessional manner. I asked him what's the update then he responded "nothing" which makes no sense. My car has been in repair from May until September, obviously the answer is not "nothing" then he says they probably will switch the brakes... So, I'd said I will speak with his boss since I am not really getting an answer. Then he immediately hangs up on me and then text me saying "you want to speak to Steve? fine. Don't text or call this phone number again" Keep in mind in this whole process I have been ignored SO many times when to ask regarding my vehicle update. I have been paying 800+ dollars for 5 months for a car I can not have for 5 months. VERY unfair.

  Business response

  09/13/2022

   General Manager and Service Director have been in contact with client. Dealership will be in communication with client until a remedy is found. 
  

  Thank you,

  BMW of Alexandria

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I dropped my car off Sunday with a flat tire and was told it would be ready Monday. By Monday evening, I hadn't received any update so I attempted to call them. I spent 30 minutes trying to call and someone kept hanging up the line. I decided to walk into the dealer to find several employeessitting in the office, but no one could even greet me. After a few minutes, someone finally acknowledged me and I asked to speak with a manager. A manager didn't come out, but another representative did. The person explained that parts aren't ordered on the weekend, so it was ordered Monday and wouldn't be in the store until Friday. A great update that should have been sent via email, text, phone call, etc., rather than just leaving me wondering where my vehicle was. He then told me it wasn't a problem, although it is a problem since I'm without a vehicle. I asked him to speak to his manager. While I was waiting, I called my husband to inform him we needed to tow our vehicle elsewhere as I lost all confidence in BMW of Alexandria. While I was explaining this, "customer service representative" Javier R****** started laughing at me, a pregnant woman of color with no vehicle. I said that wasn't funny and he continued to laugh. A manager finally came, and we decided to proceed with towing the vehicle. I explain this could have all been avoided if someone just communicated with me and he explained they were busy, which isn't an excuse for lack of customer service. I also informed him of Javier's behavior, for which he apologized. I've owned several BMWs in multiple states and can honestly say this dealer is the worst. I previously went to this dealer, as it is closest to my residence, with a check in hand to purchase a vehicle, but after more terrible customer service I took my business elsewhere. I've since purchased two BMWs, one from ******* and one from ********, both farther away, but worth it to avoid BMW of Alexandria.

  Business response

  09/05/2022

  Spoke with client per requested resolution request. The interaction with client should have been handled better and will be addressed with staff. Client will be coming back to the dealership to have a damaged item repaired on vehicle.

  Thank you,

  BMW of Alexandria

  Customer response

  09/08/2022

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **********************************
  

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Attempted to negotiate a deal with the dealer and the sales manager flat out told me, they do not need my deal. He told me that he was discounting the car $2,000 however, that was a lie because its actually a rebate through BMW for military. When I asked about the additional discount, he told me that was the only discount he would be doing. The practice is shady. He was acting as though he was giving a discount on the car and he was not. Just lying and super rude during the conversation.

  Business response

  08/11/2022

  The General Manager reached out to the client and spoke with her.  The GM and the client agreed that not all price negotiations will end up in a deal but we still need to act in a professional way regardless of the outcome.  The GM will review best practices with the Sales Management team.

  Thank you,

  BMW of Alexandria

  Customer response

  08/14/2022

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  07/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Back in December, I contacted this business about placing an order for an **, and was told the process was to place a $1,500 deposit to reserve a spot in line and wait for the order to get a build allocation. At the time, they told me they thought they had an allocation available immediately, and if not, that I would be #1 on the waitlist, and to expect delivery by February. A few months later, when I checked in, they said I actually was 5th or 6th on the list, which adds months to the delivery timeframe, and had I known this, I wouldn't have placed my deposit in the first place. In March or April, the screen listing orders showed I was first in line for an allocation, but I still haven't received an allocation to this day. Given dealerships receive 1-4 allocations per month, it would be impossible for me to have not received one yet if I wasn't being skipped over, so I asked to talk to the manager about what was going on. He first denied that I was being skipped, but said they have been getting allocations, which I explained was clearly impossible; if they've been getting allocations and I was first in line months ago, then I should've gotten one if they weren't skipping me. After lots of arguing and continuing to press, he admitted that he had skipped me and given allocations to customers that put deposits down months after me. His rationale was that they were upset about a $4-5k price increase that happened while they were waiting, but I am also a victim of the same price increase. This is entirely unacceptable and, frankly, perhaps illegal given I paid $1,500 to hold my spot in line. He never once apologized for skipping me or for lying repeatedly, and refused to assign me the allocation I paid for because he didn't want to "take it away" from the customers that he allowed to jump the line. I'd like to be either given the allocation I paid for or compensated for the price increase that I'm now subject to because I've been skipped over for the allocation.

  Business response

  08/01/2022

  To whom it may concern,

   BMW of North America  (BMWNA) just like all other industries have been crippled with inventory constraints and variances from standard operating procedures. There are three types of M3s and all have their own allocation slots and timelines. The other orders in front were different variations of the M3 model line this order was placed on.  However, we do not have a record stating the #1 slot was promised to the order in question.  BMWNA had to move model year orders 2022 to model year 2023 and that is the reason for the price increase and additional delay; simply because of the inventory constraints.  The manager of the dealership did offer to sell an available ** in stock to this client but that offer was refused.  This client was not skipped over, the order just got pushed back.  We have had clients wait almost a year for their vehicle.  This is not how we want to conduct business but until the shortages lessen we will all have to be live with the waiting.

  Thank you,

  BMW of Alexandria

  Customer response

  08/22/2022

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  From: ****** ******* <****************.***>
  Date: Sat, Aug 13, 2022 at 2:33 AM
  Subject: Complaint ********
  To: <*******@mybbb.org>
  
  Hi *****,
  
  First of all, thanks for your help throughout this process -- it is greatly appreciated!
  
  Their response to my complaint contains multiple lies; to start, they stated they didn't skip me over, but talking on the phone with them, they admitted I did get skipped over (after initially saying that I hadn't been skipped over) and that the person who got their most recent allocation placed his order 3 months after I did, but claimed they didn't know why. They also stated in their response that the manager offered to sell me a car in stock, but that is also untrue; the car they offered to sell me was still 1-2 months away, and they offered to sell it to me for $20k over MSRP, when my agreement with them was for a car at MSRP, so this was hardly a comparable alternative. This was particularly offensive to me, and hints at what their strategy and business practices might've been all along; they agreed to sell me a car at MSRP, kept skipping me over, and hoped they could extort me for an extra $20k because I'd waited for 9 months and would get impatient. The manager also kept cutting me off and was yelling at me over the phone, which isn't what bothers me the most, but I think it's worth noting. Lastly, the manager promised he would talk to his boss at the corporation that owns the dealership about seeing whether the 2022 model year pricing, which was about $5k less than the 2023 model year pricing, could be honored since I placed my order for a 2022 and would've gotten one had I not been skipped over, but he has not yet gotten back to me.
  
  Thanks again,
  ****** *******
  

  Business response

  08/28/2022

  Sales Manager spoke with the customer and the customer still wants the 2023 BMW **.  The dealership is not raising the price, BMW is raising the MSRP.  There must have been some miscommunication but that seems to be resolved now after speaking on the telephone with the Sales Manager.

  Thank you,

  BMW of Alexandria

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This dealership provided the absolute WORST service we have ever experienced at any car dealership. We recently moved to this area (from Alabama) and had a service light on our BMW. I called and made an appointment for 3/18/22 and was told that the morning was the best time to come because the wait would not be as long. After 4 hours, we were told that we needed some work done on the car and that our $3500 extended warranty we purchased at the BMW dealership in Huntsville, AL would only cover a portion of the repairs. On top of that, they said even after the repairs were done, this may not fix our problem. Even though they got an approval from the extended warranty company, the Service Manager said that they would repair our car, but would have to keep it until they actually received the money from the warranty company. My husband said can we get a loaner, as we just moved here 5 days ago and don't have our other car here with us and we have other appointments today. He told us that they only give loaners to their 'loyal customers'. We said we haven't had an opportunity to become loyal customers as we just moved to the area; however, we have owned the BMW for over 5 years. They would not try help us in any way - by they I mean the Service Manager and the General Manager when we asked to speak to him. Furthermore, all of our conversations took place with them in the middle of the service area until we asked can we go to your office and discuss this. We left very dissatisfied, 5 hours later, and still with a service light on our car. We were charged $200 for the diagnostics. When we told them we just our car back, it took them an additional 45 minutes to bring our car to us, without the customary BMW wash. The Service Manager and General Manager were basically rude and condescending and displayed microaggressive behavior. I will never spend my money at an establishment like that. Repair is in my husbands name - *****.

  Business response

  03/31/2022

  Hello,
  We are sorry for your unsatisfactory experience at our dealership.  As discussed with you when you were here, our company policy to release a vehicle only after a payment is made; that payment can be made by the extended warranty company, insurance company or the owner of the vehicle.  Our loaner vehicle fleet has been reduced by almost 50% because of the worldwide car shortage.  As a result of the shortage, our company made a decision to reserve loaner vehicles for our repeat clients.  These decisions may not be agreeable with all of our current and future clients.

  The diagnosis fee is a fee we charge all clients to determine what repair needs to be done with a vehicle.  An estimate for that diagnosis was disclosed at the time of the vehicle being dropped off and approved.  By choosing not to do the repairs because of our company policies does not cancel out the diagnosis fee.  Once determined the repairs would not be done, the technician had to "put the vehicle back together" as a diagnosis is a labor intensive.  The service advisor was told the client wanted the vehicle back as soon as possible and for no repairs to be performed.  The vehicle was put back together and not washed to avoid any further wait.
  

  If the Service Manager and General Manager came off as rude and microaggressive, we certainly apologize and appreciate the feedback and will address accordingly.

  BMW of Alexandria appreciates all of its customers, new and repeat, but as all businesses do have to make decisions in an ever changing environment to best try and serve all customers in the most efficient and far way possible.

  Best,

  BMW of Alexandria Team

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩