Complaints

This profile includes complaints for BMW of Fairfax's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  BMW of Fairfax

  8427 Lee Hwy Fairfax, VA 22031-2212

• 

  BMW of Fairfax

  2805 Old Lee Hwy Fairfax, VA 22031-4303

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:12/04/2023

  Type:Sales and Advertising 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 a car from BMW of Fairfax on October 7th and fully paid for it. Now, nearly 60 days later, I have yet to receive the title for the car and they continue to say they are experiencing delays on getting the title. I believe it is illegal to sell a car and not transfer the title for a fully paid off vehicle.

  Business Response

  Date: 12/20/2023

  There was indeed quite a delay getting the title for the car that was purchased. It was received a couple weeks ago and title and registration is complete, but the backlog with Maryland DMV will cause a delay on client receiving title.

• Initial Complaint

  Date:05/30/2023

  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.

  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 persists

  Business Response

  Date: 06/14/2023

  Agreement was made to credit the diagnostic charge towards future software update expense

  Customer Answer

  Date: 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

  Date: 06/23/2023

  Would you like us to fix the vehicle?

  Business Response

  Date: 06/30/2023

  this refund check has been requested and will be sent to the client-pure extortion however

• Initial Complaint

  Date:03/20/2023

  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.

  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

  Date: 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.