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Complaint Details
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Initial Complaint
05/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Feb 28, 2023: Went to BMW Fairfax with a check engine sign. Prior going to BMW I had stopped at an **** **** to get a diagnostic of the check engine sign which showed Mass Airflow Sensor failure. I had to drive 3.5 from Virginia Beach to Fairfax as there was no appointment available for the next 2 weeks at ********* **** BMW at Virginia Beach. When I arrived, I spoke to ***** ******* at BMW Fairfax and mentioned I had taken the car to **** **** and it showed MAF sensor failure. He took the car in for inspection. After a few hours I got a text and email from *****. I called back and was told the issue is with Fuel Tank Breather. I asked if there was any issue with the MAF sensor, and I was told no issues found. BMW changed the Fuel Tank Vent Valve, and I was on my way back to VA Beach. I had extended warranty on the car; therefore, I didn’t have to pay anything. May 26, 2023: The check engine sign came back, and I went to **** **** again and it showed MAF sensor failure. I called BMW Fairfax and got an appointment. May 30 2023: I drove 3.5 hours again to BMW Fairfax and Duong Van took my car in for inspection. I was told it’s $200 to run diagnostics and if I agree to repair that $200 will be adjusted against the repair cost. After waiting for 3 hours, I was told engine oil filter cap O-ring leaking, which is causing check engine sign. I was told because I took the car in for oil change at Valvoline, they didn’t use the correct filter. I was told I have to get another oil & filter change done. I agreed. I was also told I have to spend $600 to update diagnostic software which is not mandatory but recommended. After the work was completed, I was told I have to pay $336, I asked why I have to pay $200 inspection fee because I agreed to do the repair, per BMW policy I shouldn’t have to pay the $200. But I was told I have to pay. Anyways I paid $336 and also got an appointment to get the diagnostic software updated. As I was driving back the check engine sign was back. I am extremely disappointed. Firstly, I shouldn’t had to pay the $200 diagnostic fee as I agreed to get the repair done Secondly, I was given a wrong diagnostic and made me pay for an oil change that I didn’t need (I did the oil change done from ********* 3 weeks ago and paid $110) I paid $336 for a wrong diagnostics and a wrong repair and the issue still persistsBusiness response
06/14/2023
Agreement was made to credit the diagnostic charge towards future software update expenseCustomer response
06/18/2023
[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:
I paid for the diagnostic fee but the diagnosis was incorrect as the check engine sign was back. I spoke to the service manager and was told I will be sent a $200 check. Haven't received it yet.Regards,
******** ***Business response
06/23/2023
Would you like us to fix the vehicle?Business response
06/30/2023
this refund check has been requested and will be sent to the client-pure extortion however
Initial Complaint
03/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On February 23, 2023, I took my 2023 BMW **** to BMW of Fairfax for a routine service only. This is my first BMW, its first service, and the first time ever working with their service center. I bought the car in June 2022 and have since added a ceramic coating ($1,200). I was contacted a few hours later letting me know that the service was complete. Upon check out, the vehicle was delivered back to me after having gone through an automatic car wash and dried by the service crew. This was not a service I requested nor one I was told would happen. I brought the car in for service only and had I been told it would be washed, I would have certainly told them not to. Cars that have been ceramic coated cannot go through automatic washes like the one at the service center because it damages and scratches the coating and the car. As a result of the wash, there are visible scratches in the coating and paint, especially on the hood, the side of the vehicle, and the paint inside the door. I immediately let the service manager know that I did not ask for a wash. The manager told me that it was my responsibility to let the rep know not to wash the car, even though I was never notified that it was going to be washed. After more discussion, the manager said he would pay for a ceramic touch-up. I let him know that we could take that step first, but because of the scratches, it will likely need a new coating to buff out the scratches and bring the car back to the state it was when I brought it in. On Feb. 27, the ceramic coating was retouched on the vehicle by the same company that did the coating originally, ********** ********** ********. This did not remove the scratches and abrasions. I have contacted the service center to let them know I would like to get this resolved by having them pay to have the ceramic coating redone. I have not received a response. I would like them to either pay to have the car recoated or reimburse me the $1,200 it costs to have the car coated.Business response
04/05/2023
Client took the car back to the shop where ceramic wax was orginally performed, and BMW of Fairfax paid for the touch up and we followed up with the shop who told us clearly that the touch up was all it needed, it looks great, and client was very happy.Initial Complaint
03/22/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
On January 29 I deposited $1,500 for the production of a BMW ** competition with BMW of Fairfax. The sales person stated the car would be ready between the first and second week of March which never happened. I have asked for a refund of my $1,500 as they did not meet their own part of the deal. I am seeking a refund of my $1,500 because even as of today, I still have not received the vehicle.Business response
03/24/2022
I have been very clear with this client. The client is not being truthful about time frame/ETA comments from the client advisor. Had he been truthful and taken the high road, I may have considered deviating from our vey clear policy that he acknowledged and signed off on when ordering this car. What platform do businesses have for filing complaints and giving reviews on customers?Business response
07/13/2023
We sent the refund to the clientCustomer response
07/13/2023
[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
12/03/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
So I bought a car in cash… they forced me to give my social in name of identity verification and guess what they ran my credit report without asking me even more the finance guy instead of apology was trying to upsell me car loan and started discussing my financials with me. Come on dude I know how I m managing my finances. It’s against federal law to run my credit without my consent and if needed I will take it to the court of law because seriously someone here need to do their work right. I bought the car just coz of my sales guy and God knows what is gonna happen to the car as I bought as is and u know u can’t trust their word no moreBusiness response
12/04/2021
I hear your complaint. What do you propose as a resolution?Business response
12/05/2021
There was miscommunication between client, salesperson, and finance manager. No one did anything intentional. There is nothing to resolve. Their vehicle is now in service and I will do my best to help out with this service/repair in an effort to make up for them being upset about having their credit pulled, even tough the credit application was filled out and signed. Again, miscommunication.
Customer response
12/14/2021
[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.The team from BMW of Fairfax reached out to me & sorted out all the issues one by one. Though it took some time but all my issues had been resolved with patience & turned me to a happy customer !
Regards,
******* *Initial Complaint
10/26/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had to get my car towed to this Collision Center mid-July. Due to the parts/supply chain shortage, I understand there has been difficulty in getting parts. The projected completion date they gave me was mid-September. Then the pushed it out to late September. They then claimed to have found supplemental damages, and ordered the necessary parts to do the work. They told me 2 weeks ago that they will should have the parts by the end of last week, and they would contact me to keep me updated on the status. There was no contact - matter of fact, ever time I would call (probably around 20 times in 3.5 months because I wanted to know what was going on and no one reached out), the advisor was "helping another customer," "away from their desk," or "on a call." I would, each time, play dumb and request a call back (who knows? they might have actually been busy), there is either no call back or a call back 1-3 days after the morning I would call in. I would be more understanding if BMW of Farifax Collision Center kept me in the loop the whole time, gave me accurate expectations, and followed up with me because it's not just about not having my car. By not having my car, I need to pay for a rental car (because insurance coverage expired after about a month) and it costs less to rent a car over a longer period of time (month deals, week deals, etc). I am also leasing the car, so I made 4 payments so far without even being able to drive. The lack of communication and follow up had me stressing about my car and its completion time. These actions made me feel neglected and hard to plan around as far as rentals and estimated pick up date goes. With this experience, I would not recommend anyone to use BMW of Fairfax Collision Center as a place to get work done.Business response
11/30/2021
I apologize and wish the delays were something that we can control. Having said that, we certainly can communicate much better. Please feel free to call me directly if you still require assistance. *********************-General Manager: ************Initial Complaint
10/23/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Tuesday October 20 I called BMW about a specific car on line. I made an appointment and went to BMW of Fairfax. I drove the car and negotiated a price over 20 minutes. I agreed in writing to purchase a that specific used car. They provided an offer in writing which I signed. I signed a car fax report about that specific vehicle, I signed an "As-IS" document and a credit check document. I agreed to pay half the price in cash. I coordinated with my wife (over the phone) a time she could take me to complete the transaction. We live quite a distance away and I drove their on my lunch break to see the car and make arrangements. All the documents were put into a folder and I was told it will be right here until you get back. I was told I could have a copy but was not provided one but figured would get them when I returned. I was called literally an hour later and told they sold the car to someone else. I called and told them we had an offer and an acceptance and everyone knew they made an offer in writing and I accepted. I talked to the salesperson and the manager who said they would try to make it right and that they owned 27 BMW dealers and would find a replacement, They made no attempt to contact me on Wednesday, I called Thursday they said they have nothing to help me, I asked to speak to the manager he was not working but would be back Friday. I called the manager no answer, I asked the salesperson to have the manager call me Friday when he returned and no call was made. All I want is the car they agreed to sell me at the price they agreed. If they now have to pay more to get one that is the problem they caused by "selling the car from underneath me." That is a quote of what the manager said I was accusing him of, but it is pretty clear they sold it out from underneath me. I think I did a good job on price and they got a better offer but seems extremely unusual that it was an hour after i left.Business response
10/25/2021
Sir, I'm sorry that you missed out on this car. But we did nothing wrong. You are leaving this complaint out of the emotion of missing out on the car. We sold it for the price that was online. The exact same price we offered to you. My team urged you to leave a deposit so you would not lose the car. Your response; and I quote: If it is meant to be, then it is meant to be .
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Customer Complaints Summary
9 total complaints in the last 3 years.
3 complaints closed in the last 12 months.