BMW of Sterling

Reviews 3

AR

Artin Safarian

BMW of Sterling have a horrible service department. I bought a brand new 2014 BMW X6 with only 7 miles on it. after driving it for about 3,000 miles, i noticed a vibration during soft braking and slowly noticed the front tires going bad. When i took it in the first time, they took about two weeks only to tell me the tires are bad, and replaced the tires ASAP. Their explanation was that the manufacturer tires were defected. i drove again for another 3,000 miles and noticed the exact same issue happening. Took it in and they claimed that the tires are bad again, but this time it is supposedly under normal condition. They claimed that the tires are not under warranty even if it has only been 3K miles. I spoke to a legal counsel who contacted BMW, which in turn BMW contacted me and asked me to re-inspect the vehicle one more time. They then claimed that it appears that the tires are bad again and asked me to sign a waiver on per-suing the legal action, for them to replace the tires for me again. I went ahead and signed and made it clear to them again, that if this continues to happen, they will keep replacing my tires. i then drove the car for another 8,000 miles and noticed the same thing happening. I took it in to BMW and they said at this time the case is closed and they will not replace the tires. Now they claim that this is normal for the X6. They are now saying that it is the way i drive the car. One technician asked me how do i drive the car, and he said that i should drive it easy because he thought i drive it crazy. Another technician (the manager) asked me how i drive the car, and he said i should drive it fast, because the X6 is a sports car. So it seems to me, that BMW doesnt really know what is wrong with the car and they are not experienced enough to fix this car. Obviously, something is causing the tires to go bad, and i have showed this to multiple mechanics who claim that there is definitely something wrong with the car. I have two small kids and i am hoping that nothing happens during the time i am on the road with them. The entire interaction with them have been very unpleasant and unprofessional. The representative of North America BMW was also very rude on handling this situation. I will never recommend anyone from buying any BMW. i really dont want to sell this car to someone else, because i dont want to screw them like BMW has done to me. On another occasion, during the same month i bought this X6, i bought a 528i for my mom. after she drove it for 9 months we noticed that the mat on the passenger side getting wet. we took it to BMW in sterling twice, and both times they said that there is nothing that they see and that because there is a bump in the back, they claimed that the water was coming in from the back bump through the light. after the second time, it really made no sense to me what they were saying, so i took it to a local body shop, who showed me that the door on the passenger side was not sealed properly. so i took it back to BMW and showed them what the problem was, they then took it and fixed. BMW is only concerned about selling new cars and dont want to take care of any issues. They are rude, unprofessional, and inexperienced. i am really disappointed with my experience and will definitely NOT recommend BMW to anyone.

BE

Belinda Brockington

We had been looking for a diesel X5 and finally found one at BMW of Sterling. Everything was smooth on the sale - we drove up from NC on a Friday and purchased the car on Oct 7, 2016. Josh (the financial guy) explained sometimes with NC it might take longer than 30 days to received the permanent tags. He assured us that if that happens they would be aware of the situation and send us new temp tags before the old ones expired. Nov 7 came and went and we had not received tags, an email, or phone call - no communication (we emailed and left a message for Josh)! We were going on a trip on Nov 9th and were concerned about the expired tags. I called and spoke to Enka (the financial manager) and explained the situation. She was not sure what was going on but would look into it. When I questioned why Josh had not gotten back to us, she said it goes to the titling department he doesnt have anything to do with it. Ok, but respond to the client, dont just ignore them because it is not your problem! She emailed new temp tags so I could print them out and forward our concerns about permanent tags to Crystal in the titling department. That was all on Nov 9th. Since then we have had one communication from BMW of Sterling when Crystal sent a one sentence email that did not make sense on Nov 17th. I immediately responded with an email explaining that the email did not make sense and could she please clarify where in the process of getting permanent tags were we? No response what so ever! I called BMW of Sterling on Dec 1st and ask to speak to a sales manager. The sales guy on the phone apologized and said he could try and help but I insisted I had already dealt with too many individuals and I wanted to speak to a manager. He stated there was not one available so he put me through to Seans voicemail. I left a detail message and requested he get back to me. Still have not got a phone call or email! It is Dec 3rd and our temp tags are due to expire and we have not received new temp tags. My biggest concern is the no communication! I dont understand why it would take 2 months for tags but at the very least, keep your customers informed that you are working on the situation and where in the process you are. To ignore emails and calls is not professional. I normally never write reviews but after reading a few with the same issues of non communication and the owner responding, I decided to try and get someone to respond to me. This is a SAD way to hopefully get a response but I must try.

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Eduardo Fuentes Martínez

I cannot emphasize enough how fortunate I was to have found BMW of Sterling, but especially to have found Matthew Tillman, my Sales Advisor for this purchase and Hash Abbasi the Finance Manager. Since the beginning, Matt immediately welcomed me and showed me with great passion the available models based on what I told him I was interested on. His patience to explain the features of the cars, his passion while talking about the models and about BMW made me conclude right away BMW was exactly what I had been looking for. After he explained every single feature of the car I was interested on, I explained I had to wait a few weeks to purchase the car because I needed to renew my drivers license. That was not a problem, he waited until I got that done. Amazingly Matt kept calling and emailing me to check on the status of my drivers license renewal and gave me tips and tricks on where to do the renewal faster. Isnt that cool? I had never seen a Sales Advisor giving this extra mile to support a customer! I felt supported and valued since the time I entered that door till the end of the purchase. When the time to do the purchase came he had everything ready for me to take the car home. The paperwork I had to do was processed very quickly and smoothly while sharing free coffee at BMW of Sterling. Another thing that really surprised me and I really liked was the fact that the Finance Manager Hash Abbasi was fully omitted to help me with the finance process, he took the initiative to find the best bank for me at the best interest rate, what a great customer service. He literally said: "I promise I am going to make it happen" and he did. When it was time to jump on my new car and take it home, Matt took the time to explain all features, congratulated me, helped me take a few photos for Facebook and gave me a handshake and a hug. Couldnt have asked for better than this, simply amazing experience. I have no words to describe how amazing this experience was. When I compare it with what I faced weeks before at Mercedes Benz its a world of a difference. I totally recommend BMW but especially BMW of Sterling to anyone looking for great customer service!