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:08/30/2022

  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 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

  Date: 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 Answer

  Date: 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,
  
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