BMW of Alexandria

Michael Smith is excellent at customer service even when the building was in shambles. I appreciate his work effort. I look forward to a continuous partnership

It’s okay, the service could be faster. The again you have to appreciate them trying to handle your car with care I still advise people to video record your car before handing it over. The dealership tries to do it but you should maintain your own records to cross examine.

Max did great job. Technician also did great work. Break in service was done quickly and cleanly.

Great service provided by the dealership. Michael Smith was attentive to my needs and was a remarkable agent. Highly recommend him.

I received optimal service. From beginning to the end, the professionalism of the staff (Maxim) to the end result of my car being fixed, I was highly satisfied. I was kept abreast of where my car was in the service process and even through the negotiations with the warranty company. They were top notch and went above and beyond!

Disappointed with Recent Service Visit and advisor “Ina Pacheco” I have been bringing my car to this dealership for a decade and have usually had positive experiences. Unfortunately, my recent visit with a service advisor named Ina was frustrating. Initially, I came in on Thursday at my appointment time. I came in for an oil change and to have the steering wheel checked, since it had been flagged during my state inspection. Ina briefly looked over the request and told me to come back the next morning. She stated this would take a long time to fix and could cost thousands, even though I never asked for a quote at the time. When I returned the next morning, there was no greeting. Ina seemed disengaged and told me to leave the car until Monday. I explained that I was not planning to leave it for that long and would rather bring it back another time for a more detailed check. I decided to just move forward with the oil change. Here I tried to explain issues I’ve been experiencing—on multiple occasions right after oil changes, I see a message saying “oil at a minimum, add more oil now.” She didn’t listen, was very dismissive, and simply said “yeah, high mileage car…” I couldn’t understand what she meant, and she appeared distracted and disengaged. After the service was finished, I saw my car pulled into the pickup area but waited nearly an hour to check out because I could not find Ina. I was with my child and asked the cashier if I could pay, but was told I needed to speak with my advisor first. There were no updates during that entire time. I went to the floor supervisor, explained the situation, and he graciously stepped in and helped me check out after we spoke. While I understand she appears new, basic professionalism, listening to the customer, showing courtesy, and ensuring timely communications should not be overlooked. The dismissiveness and lack of consideration, especially knowing I had a child with me, made the experience especially frustrating. Overall, I have valued this dealership and the service team for over a decade, but this particular interaction fell well below the standard of professionalism and care I have known in BMW Alexandria and expect from this location.

Need more loaner vehicles or pay for Uber/Lyft rides; also there’s too great a backlog in service

Micheal Smith provided excellent service! Appreciate how he took action to research alternative options to service my vehicle and returned it as soon as possible. Also appreciate him addressing my manufacturing defective windshield concerns, even if the issue could not be resolved at the dealer level. Foreman Mike was also very helpful in strategizing ways forward to address the defective windshield concerns. Great customer service, ethical performance, and overall great experience. Something to improve: dealership should improve availability and the assignment of loaner vehicles. Customers may be more willing to perform additional recommended services if they did not have to wait at the dealership. Some customers travel from far to get service at your location because of the positive experience. Michael, keep up the great customer service and performance. Will be back to see you in the future.

Fast, timely and thorough responses from my service rep, Max, made the process easier and pleasant. I felt very well taken care of.

One of the best experiences I have ever had at a dealer! Max went above and beyond!