Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally address the ongoing issues with my 2022 *** 430i xDrive (VIN: *****************), which I purchased directly from *** Alexandria in July of 2022 (cash purchase of a new car) and which remains fully covered under the manufacturers warranty. Despite eight documented repair attempts at ***-authorized service centers (*** Fairfax and *** Alexandria) the recurring defects, specifically chassis stabilization warnings and drivetrain malfunction alerts, remain unresolved. ***************** refused to buy back the defective car which is still in warranty and give a replacement vehicle based on ********-**** warranty act. *** Alexandria just wants to continue fixing the defective car repeatedly even if *** Fairfax and *** Alexandria already attempted that for eight times.

  Business Response

  Date: 03/03/2025

  To Whom it may concern,

  Mr. ******* ***** has been in contact with *** or ************* (*** NA) concerning this issue.  As of 2/27 the communication we received that Mr. ***** was happy with the repairs and no longer wanted a repurchase.  **************** and *** NA were working on getting a goodwill credit extended to Mr. ***** in the form of extending a warranty or upgrading a maintenance contract.

   

  Thank you,

  The BMW of Alexandria Team

  Customer Answer

  Date: 03/12/2025

  Hi, I was contacted by *** Alexandria yesterday and they told me that all parts replaced for repairing my car have 2-year warranty, if the identical issues came back again, they would repair it for free. However, my car has been repaired for the identical issues for seven times, and I would reject any more repair attempts if the same issues returned next time and only accept replacing my current car with a new one or buying it back. No trade off! Please pass my response along to *** Alexandria. Thanks.   

  Customer Answer

  Date: 03/12/2025

  [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: 22872786
  
  I am rejecting this response because: I was not happy with my car repair experience, but I am OK to try to drive my car which has been repaired again by *** Alexandria and see what happens, and I will absolutely want to repurchase or replacement vehicle (no trade off) if the same issues returned next time instead of accepting more repair attempts. I have sent more information about this to BBB in a separate email. 
  
  
  Regards,
  
  ******* *****
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 03/12/2025

  Also, I talked to the service manager in person today about the extended warranty their response mentioned. The service manager did not answer any questions or provided any details of the extended warranty and directed me to contact their legal team ********************** 

• Initial Complaint

  Date:08/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchases a used vehicle from another *** dealer who informed me of a warranty claim they had in, however the part was on back order and was not completed. Since the vehicle was under warranty I could simple take it to the *** dealer close to me to have the job completed. The vehicle was immediately taken to BMW of Alexandria with notes from the previous *** dealer on what the issue was so that they could expedite fixing it. When they finally took the vehicle in 1.5 weeks after my initial contact on a Friday, they informed me they would not be able to even look at it until the following Tuesday. On that tuesday i continued to have to reach out to them for updates, at which time they stated it appeared the vehicle showed attempts of being broken into and would not honor the warranty. I sent that information to the purchasing *** who immediately for over 48hrs attempted to contact BMW of Alexandria to explain the issue occured there and to fix it, never did they return or answer their calls. Finally, a *** of NA individual reviewed and advise them to honor the repair. After waiting for parts for 5 days, again with no contact unless I reached out to BMW of Alexandria I was told again they needed to order more parts. After two weeks I went to the dealer and viewed the car and a visual look did not appear anything was done to the car at all! The issue it was brought there for appeared to never have been touched. The additional parts ordered I believe to be them finally diagnosing the vehicle and realizing what was wrong, because they had no desire to fix it as indicated by their initial response, before *** of NA recommended the fix. I've been estimated for the repair to be fixed another week from now, which brings this estimated time in the shop to nearly 3 weeks. The respect, professionalism, communication, and delays that I've experienced at BMW of Alexandria-Service are some of the worst I've ever seen and I would like this issue resolved quickly.

  Business Response

  Date: 09/20/2024

  To whom it may concern,

  We keep detailed communication notes between our clients and service advisors.  Our records indicate good communication with the client and the BMW of Alexandria Service Advisor via text messages. There were some instances when the client texted on a Friday but the advisor did not respond over the weekend.  The texting system is not to the advisors personal phone but attached to a work number which may have caused some confusion in timely responses sometimes.  The vehicle had parts that were back ordered and questions on what warranty would cover so that extended the time to complete the work.  The vehicle has been completed but there are parts that still need to come from ******* but the vehicle has been returned to the client until the other parts come in.  We realize this wasn't an optimal experience for the client and wish we could have had the parts in stock to complete the work all in one day but unfortunately we, BMW of Alexandria, and the client have to wait for the distribution of these parts.  We also realize the communication was not to the expectation of the client and will work with our staff to set better expectations when communicating with our clients.  We thank you for that feedback.

  Hopefully in the near future all parts will be in and the car will get completed.

   

  Best regads,

  The BMW of Alexandria Team

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. Dropped my vehicle off a month ago and spent over $6,000 on various repairs.2. It was delivered via tow truck because it would not start. Dealership blamed the top-tier detailing company, not the car battery. A month later the battery needs replacing.3. Car needs new brakes and tires, fine. This month the electronics in the tires that measure preasure and stem valves are busted and need to be replaced. Suspicious. They removed the tires a month ago, but 3 valves and 4 electronics systems "which were tested" all fail in a month? A month that I drove less than 400 miles? Suspicious.4. They charged me a s*** load of money last month to address all of my problems and messages, but somehow the driver neglected to check the safety switches for lane and cruise Control. Now in addition to the almost $210 for diagnosis, they don't diagnose it, want $1200+ more to remove the back bumper but the $210 covered removing the front bumper? No diagnosis, still eat the cost.5. Told the "Service Advisor" ****, when I dropped the car off on Saturday, first thing, second car in the doors, I need a loaner for Thursday because I need to go to the office. Guess who had to ride the bus, because the "highly trained staff" didn't put me on the loaner wait list until Wednesday Afternoon.... and after I reminded him.TAKE YOUR CAR ANYWHERE ELSE!8.5K LATER, AND ALL OF MY PROBLEMS ARE NOT FIXED. PLUS, NOW THE ***** LICENSE PLATE HOLDER IS BENT, AND I AM GETTING COLLISION WARNINGS BECAUSE OF IT, DESPITE SOLVING THAT PROBLEM MYSELF A MONTH AGO!Lastly, despite having a central reporting CRM solution, the Service Advisors will not comment on another Advisors ticket. I presume **** is because of fraudulent practices, that I cannot prove. In every customer service role I have ever worked, if someone else is at lunch, on vacation, in the bathroom, or on another call, I could read the notes and answer the question. *** Alexandria is the ONLY exception. Cashier was cool.

  Business Response

  Date: 08/20/2024

  To whom it may concern,

  The BMW of Alexandria Team looked at this complaint and has decided to issue a credit to the Mr. ************** A manager from the store will reach out to work out the details.  Thank you for bringing this issue to our attention.

   

  Thank you,

  The BMW of Alexandria Team

  Customer Answer

  Date: 08/26/2024

  [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: 22049706
  
  I am rejecting this response because:

  1.  I spoke to management about my complaints at the time of the incident. They only buckle after the BBB was involved.  That insults me as a consumer, I should not need an advocate for ethical treatment.

  2.  There is no information about the credit, which does not sound like a refund, and I have zero intention of returning for any reason.

  3.  Most importantly, if they did this to me both times I went there for maintenance, they likely do this to people often.  Without addressing that, there is no point to any resolution that does not include culpability.

  There is no acknowledgement of wrong-doing, unethical business practices, nor the poor customer service.
  
  
  Regards,
  
  ******* *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 10/05/2024

  To whom it may concern:

   

  We fully accept responsibility for your dissatisfaction in service experience and potentially other customers. Your feedback is taken seriously. We are committed to making the necessary changes to ensure such incidents do not occur in the future. 

  The fact that it took involvement from the Better Business Bureau to prompt our response isn't optimal for your experience but it does service a purpose but also could have been addressed in other ways as well.  We have a customer care email address on our website that goes to all management in the company and we post our managers on our website if you need to elevate concerns.  The BBB is another avenue to elevate customer concerns.
  

  
  We acknowledge that your experiences suggest a pattern of problematic behavior within our organization. This is a concern that we are taking very seriously. We are consistantly conduct a thorough internal investigation to identify any systemic issues in our service delivery and business practices and address this issues with our staff; ethics are an important part of our company culture and breaking these ethics are not tolerated.

  Your complaint has highlighted shortcomings in our customer service approach. We failed to listen to and act on your concerns when you first brought them to our attention, and this is inexcusable.  We plan to update our service advisors with more autonomy so not to have to go to a manager with concerns similar to this.

  We appreciate that you may not wish to return as a customer, and we respect that decision. Regardless, we want to assure you that your complaint has led to significant changes in our operations. Thank you for bringing these issues to light. 

  Repectfully,

  The BMW of Alexandria Team

   

   

  Customer Answer

  Date: 12/18/2024

  [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: 22049706
  
  I am rejecting this response because:
  

  The customer service was one facet of my complaint.
  
  All of the onboard warning notifications returned within a day of picking the car up, (except for the tire pressure and oil change). Assisted driving, lane control, cross traffic notifications. Five warnings that were there the first two times I brought my vehicle in.  This was the crux of my complaint, roughly $7,500.00 for four tires, the little sensors in the tires and an oil change. Does that seem even remotely fair to you? They did charge me just under a thousand dollars to remove the driver seat and replace a bracket, that I did authorize.

  Now that I think of it, I brought in my key fobs, stating that one did not work. They told me that it was not synced to the car, another roughly $300 + tax. Wouldn't it make sense to check a database to find who that very expensive key belongs to? I asked the previous owner and wondered if it was his from another vehicle, or belonged to the couple that stored his vehicle. At least I tried to do the right thing.

  Additionally, the low coolant warning came on, and when I took it to a local mechanic that specializes in European vehicles for a top off and 30k mile flush, they noticed physical indications of a coolant drip.  I authorized a pressure test and had a new radiator installed when they found a leak, that *** Alexandria did not detect, despite the request for a comprehensive examination of a newly purchased vehicle when I first dropped it off.

   

  Regards,
  
  ******* *******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BMW of Alexandria service department is refusing to honor my certified pre-owned warranty with an engine repair that is stated that is covered under the **** They are claiming that the damage was caused by me overfueling my vehicle but are failing to provide evidence or burden of proof. *** contacted the service director on 7/18 and *** customer relations on 7/16/24 but I havent not heard back

  Business Response

  Date: 08/01/2024

  This issue was addressed and finalized with the customer on 7/29.  The customer spoke with the service manager and his service advisor and came to an agreement.

   

  Thank you,

  The BMW of Alexandria Team

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased new *** M850XI April 2019. Purchased extended warranty from dealer at time of car purchase for $4832.00. Warranty in force for 84 months or ****** miles. Current mileage approx ******. Car taken in for repairs Thursday 30 May. Problem diagnosed as fuel injection system failure. ****** asked if we wanted it repaired and my wife said yes. Approx cost of repair $8400.00. After repair completed notified dealer we would pick up car and use the extended third party warranty sold by same dealership at time of purchase. This warranty had been used previously on same car approx 1 month earlier. Dealership was aware of extended warranty. Dealership then declared since we notified of extended warranty after current repairs we would have to pay the cost of repair out of pocket and request reimbursement from third party. I feel this is in total breach of good faith and not in compliance with the warranty as used 1 month earlier. Dealer is holding car until I pay for the warranted repairs. Requesting dealer charge third party for covered repairs and return car to me and my wife.

  Business Response

  Date: 08/23/2024

  ****************** dropped his car off with BMW of Alexandria and authorized work to be performed.  After the work was performed they advised us of an extended warranty.  We confirmed the extended warranty was valid but the warranty company said since the work had already been performed they would not pay the dealership directly but would pay ***************** who would in turn then pay us.  We advised ****************** of the extended warranty's decision.  He refused to pay the bill upfront but to wait for the reimbursement to come from the extended warranty company.  ****************** has been in contact with our In House Council to resolve the matter.

  
  

  Thank you,

  The BMW of Alexandria Team

  Customer Answer

  Date: 09/05/2024

  Dear BBB,

  I cant believe how useless your organization is regarding timeliness and ability to be a consumer advocate.  I now realize the BBB only represents the business members and overall community instead of consumers which I should have been aware from your name and that is my fault.  I no longer need or desire any support from your organization and will not be requesting support in the future.  Professionally, I think you should be ashamed of your lack of response and your clear bias towards the business community.  I truly thought you were an independent organization representing consumers in the marketplace.  I will not make this mistake again.

  Regards,

  ***********************

• Initial Complaint

  Date:04/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my x5 on 12/17/2023, the financial manager called ********************************* persuade us to buy extend warranty cause over $90k car. We checked with him if we could cancel if useless, he said we could do that within 30days. I walked in location on 12/31/2023 to cancel my AWS warranty which $4532. He talked to me very aggressive attitude cause unhappy I was going to cancel warranty. I was very mad about his attitude but still finished my cancellation form and emailed him, also left him the paper form. Within 5 months(04/22/2024)I didn't receive emails or letter to tell me if my warranty been cancelled, I still pay same payment $1285.98 every month. Also I notice my interest rate is different from every month, Jan and Feb $179.1 ,March $559.31,April $291.27,I don't understand why? I call ****** 04/22/1023 to follow up my case, seems like my case not been forward to any department, he tells me he will talk with right department and let me know. I am so mad and confused why I still have to wait? They spend 5month on my case but still haven't done? At least let me know: what step right now, how many business days to finish, and which way to let me know update, but his work way so unprofessional, I try to argue him if I could get my extra payment back cause 5months overpay *** also include extra interest fee, he doesn't answer me and just tell me he will check first and hand up my call. I don't know how to deal with this company because manager so worse but nowhere to complaint and they are proud of *** brand and *** not care about a complain could hurt their business, Only I could expect BBB could be third party to take care my case and push them speedup my case, I just want my extra money back.

  Business Response

  Date: 05/10/2024

  To whom it may concern,

  We ask all of our clients to fill the cancelation form out online so we can track the cancelations digitally.  This contract was cancelled in person resulting in not getting processed as timely as we normally do.  The payments will not change as the refund goes back to the bank that the vehicle was financed with.  If the interest rates are changing or the monthly payments are changing please contact the bank as they hold the lien but this would be very unlikely but please confirm with them.  ******** has been processed and sent back to your lien holder on file.

  We are sorry if this has caused and confusion but hopefully the issue is now resolved.

   

  Thank you,

  The BMW of Alexandria Team

• Initial Complaint

  Date:04/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car from BMW of Alexandria on 12/16/2023 and also purchased the extended warranty from the dealer for $4532.00. I went to the dealer on 12/31/2023 to cancel this product since I do not plan to keep the car for 7 years. During the time of purchase of the car, the financial manager told me that the extended warranty can be canceled within 60 days for a full refund. It's been almost 4 months and we still have not received any refund. The financial manager was ****** and his attitude became so bad after we decided to cancel the extended warranty. I emailed on 01/12/24 and he responded saying the cancelation has been submitted and is being processed. He initially told me it will be done processing around end of February or beginning of March. It's already almost end of April. I introduced my friend to the same dealer after purchasing my vehicle and she has the same issue. She call today (04/22/24) to speak with the financial manager ****** and he hung up on her. I left a message and waiting on his call. I want the cancelled extended warranty refunded back as soon as possible.

  Business Response

  Date: 05/10/2024

  To whom it may concern,

  Both of these customers refused to go through the website and cancel the warranties as we use this as a way to track the cancelation and to avoid loosing paper documents. We also explained that their payments would not change by canceling the product but that it would rather go to the financial institution they financed their vehicles with.. 
  

  They signed the paper cancellation forms, which we lost track of because we usually check the cancellation alert emails or the spreadsheet that records the website submissions. When her friend called, it was the first we heard of her not receiving the refunds and she refused to hang up the phone after explaining that we had to ask accounting and there was a customer waiting to do paperwork to buy a car; we said we would call back with answers. We sent an email up to accounting to ultimately realize that it was not cancelled, so we asked accounting to expedite the refund to their bank. The other refund has already arrived at *** FS. This VSC was cancelled last Friday, 05/03 and the refund will be sent to the lienholder.

  We are sorry for any confusion this may have caused but all requested items have been cancelled as of 5/3/2024.

   

  Thank you,

  BMW of Alexandria Team

  
  

  Customer Answer

  Date: 05/20/2024

  The complaint has been resolved

• Initial Complaint

  Date:04/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Service contract order that includes maintenance warranty is not being honored by BMW of Alexandria. We have made Multiple attempts as well as *** customer service to reach personnel and rectify situation but have been unsuccessful.

  Business Response

  Date: 04/16/2024

  This client bought out their own vehicle after the lease expired and purchased a maintenance plan and an extended warranty.  The vehicle was a 2018 model and was purchased in 2021.  The maintenance plan attached shows the maintenance plan +2 indicating +2 year extension or ********************************************* 2018 which expired 5/2023.  The extended service contract purchased in conjunction to the maitenance was 60 months from when the plan was purchased expiring in 2026. 

  Please let us know if there is anything else needed from us.

  The *** of Alexandra ********

  Customer Answer

  Date: 04/19/2024

  [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 ********.  I have the following questions since the response from *** Alexandria is not clear.  They acknowledged that we purchased an extended maintenance coverage on my vehicle in July 2021 and will expire in 2026.  *** Alexandria needs to update their system to reflect that my maintenance coverage will expire in 2026 and not 2023 - so that there is no further confusion.  In addition, I also paid $1993.65 to ***********, which includes the maintenance service fee which should have been free to begin with since the service was covered by my maintenance plan.  Will I be receiving a refund for my expenses from *** Alexandria?  And when will I know that their system has been updated to reflect the 2026 expiration date on my vehicle? 

  Regards,
  
  *************************
  

  
  

• Initial Complaint

  Date:04/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car in for an oil change and as I was leaving for travel, I was informed by *********************** of *** Alexandria, "Your car is in perfect condition", however, the next day, my car began to develop a "putter" as I driving. I emailed and called my service representative *********************** and informed him about the issue, as I was on the road to ********. I ended up having to cancel my trip and return to ** because I did not feel safe or secure driving with unknown car malfunctions. I made an appointment for 4 pm, and when I arrived to check in at the counter, I went to ***********************, when I approached his counter, he snapped at me immediately and it was noticeable to myself and everyone in the line that he had a bad attitude, as he snatched my keys but he did it subliminally so I would not notice his micro-aggression.Here is the issue. My warranty company approved $8,000 of work for about 5 repair conditions. I received a message from *********************** that my claims adjuster approved $8,121.68 for 5 listed repairs following ***'s diagnostic report. I was then informed by *********************** that I would be responsible for an additional $7,748.00 of work. I was confused because my warranty company evaluated my vehicle and submitted their approval of $8,121.68. I asked *********************** where the additional $7,748.00 came from because I only wanted to repair the major issues that my warranty company approved. He told me if I did not agree to the additional $7,748.00 that I could come pick my car up because the $8,121.00 did not include labor. I asked why couldn't I just have the items fixed that were approved but I never received an answer that made sense. I informed him that the price that my warranty company approved did include the labor. I then called the service director, ******************* and he had the same viewpoint as my service representative ***********************. I ended up picking my car up and now I have to find an independent shop to fix my *** X5. Investigate this company ASAP!!!

  Business Response

  Date: 04/16/2024

  The warranty company authorized $8k of work for a $15k estimate.  The client was asking to just repair the transfer case and then use the rest of the money left over for some of the other repairs.  The warranty company's $8k authorization is not a blanket $8k authorization it is an $8k authorization for multiple repairs.  The main discrepancy in the estimate vs the authorization is that the warranty company will not pay the dealerships labor rate.

  If we did what he was asking it would be committing fraud. The Service Director called him back left and left him two voicemails on 4/5 4:42pm and 4/8 12:35pm but has not received a call back.  The dealership is willing to work with him but cannot use the $8k worth of authorizations to cover some repairs and not the others.

  Please let us know if we can be of any further assistance.

   

  The BMW of Alexandria Team

• Initial Complaint

  Date:12/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 2, 2023, I purchased a used 2023 BMW ** * *********** from BMW of Alexandria. I did not receive a manual, ***** the sales associate said she'd have one ordered and mailed which I have yet to receive. I financed the loan with ****** Bank (and the loan has been completely satisfied as of October 22), but as of Nov. 24, 2023, ****** had not received the title. Nov. 24, I called and left a voicemail with the General Manager, **** *******, as well as ***** in the tag/title department. I emailed ****** ********** on Nov. 24 regarding the title as well as new temporary tags to replace the ones due to expire Dec. 1. To date, I have not received an email/call from ******. I am highly frustrated and believe this is becoming a legal issue as the vehicle has been paid-off with no title. We did speak with **** on Tuesday, Nov. 28 after the Motor Vehicle Administration Board contacted the dealership. He stated that he'd have an owner's manual mailed, mentioned the MVA backlog (3 weeks), and that new temp tags would be sent to us and received no later than Friday, Dec. 1. As of Dec. 1, we had not received the new temp tags. That day, I left a message for **** and then I spoke with ***** ***** in Tags and Title, and she informed me that NO temp tags have been printed. She said she would send them that day (Friday) and we should receive them by Saturday. To date, we have not received the new temp tags and the current ones have since expired.. They over-promise and under-deliver. My experience with BMW Alexandria is by far the worst, and I've purchased several cars from various dealerships. It has been riddled with nothing but chasing after people, with no response and no accountability. They continuously drop the ball. There is an apparent lack of professionalism and courtesy. With that said, I cannot wait to cease this business relationship and will never enter into another transaction with them. Respectfully requesting assistance. Thank you.

  Business Response

  Date: 12/20/2023

  To whom it may concern,

  We checked the status of the tags.  As of 12/4 the tags came in, the client was notified and paid to ship the tags to their address.  We have attached a parts screenshot of the owners manual to be ordered but comes out of Germany only; which takes a long time to get delivered. You will see the bottom right hand of the screenshot that the part is located in Central Distribution which means Germany.  We were unaware the manual had not come in yet.  The client had not reached out to the GM that it had not been delivered either.  To resolve this remaining issue, we will take an existing manual from another vehicle and mail to the client and replace with the new one when it comes in.  Hopefully these two items will be resolved this week.
  

  Please contact us with any further concerns.

  Thank you,

  The BMW of Alexandria Team