BMW of Sterling
Reviews and Complaints

Wow, please for your own benefit stay far away from this dealership. These people do not care about their customers, at all. They only care about making their sales, customer service be damned.

I had reached out to the dealer to inquire about a CPO car they had. During initial discussions over the phone, I was told it had just sold. Oh well, I'll find another one. Then, I get a call telling me that the sale fell through and it's available again. This was all within a span of a few hours. I immediately scheduled an appointment to come there at 5:30pm and was excited to go check it out.

I arrived at the dealer at approximately 5:25p. I walked into the showroom and nobody greeted me. I walked around trying to get someone's attention but nobody stopped to help me, so I went to the managers desk after a few mins and asked about my appointment with Teba. He pointed at Teba and told me she was on the phone and will get to me shortly.

I waited for about 30 mins in the showroom, checking out the cars. Finally at 6:05, I received a call on my phone. It was Teba, who was confirming that I had an appointment at 5:30 and she was just now telling me not to come. Mind you, this was after her manager flagged her and told her I was already here. She didn't even have the courage to come tell me face to face what had happened, but essentially, while I was there for my appointment, she decided to take a call and deposit from someone else. And to tell me not to come, 30 minutes AFTER, my scheduled appointment time.

I live about 30 miles away from this dealer. I dropped everything and skipped dinner to rush there so I could see the car, only for Teba to make a deal with someone else while I had already arrived for my confirmed appointment. The lack of concern for their customers time, gas, & energy is extremely disappointing and disrespectful. I even told the manager over the phone where I was coming from so they knew I had a long drive, in traffic as well.

If I were you, I would take my business elsewhere such as BMW of Fairfax. They are much nicer and accommodating, and they don't waste their customers time. BMW of Sterling will not get a penny from me in the future.

It's really hard to get in touch with them or get a response to calls or texts. They don't seem to provide much information about the work they've done. The service manager never calls back, even after I asked multiple times for them to improve. It's like they don't understand that communication is important. I don't know what else I can do to get better service, I've tried so many times. My son has a 550 and my daughter has an X5, and they both agree that the service here is terrible!

We bought a pre-purchase inspection from BMW of Sterling for a used car we were getting from a different seller. They gave us a quote for a few problems that added up to around $5K, so we decided to go ahead and buy the car despite these issues. Keep in mind, I paid $300 for this inspection. When we finally took the car to our local dealer, they found a bunch of other problems that added up to over $11K. These were obvious problems like needing new front brakes and a vacuum pump that was leaking oil. If we had known about these problems, we definitely wouldn't have bought the car. So either A) they never actually did the inspection or B) their technicians don't know what they're doing. We won't be doing business with them again.

The customer experience I had at BMW of Sterling yesterday, on 03/04, was the absolute worst. My Houston Dealer called me to bring in my car for an Airbag recall. I own a 2009 BMW X7 E70 4.8iXdrive Sport. So, today at 1pm, I brought my car in for the airbag recall service. To my dismay, after just an hour, I was informed that my cup holder cover was broken. The blame was placed on me by the BMW of Sterling Technician and the Service manager, who insisted that I brought the car in already broken. I tried explaining that the slide was broken by someone at the dealership, but the service manager simply trusted her technicians more than the customers. Now, I am faced with a bill of almost $400 for a new part. This experience has left me extremely disappointed, especially since I recently moved from Houston to the DMV area. It was my first experience with BMW of Sterling, and it turned out to be the worst one.

BMW of Sterling VA: Bait and Switch Liars. I called on Saturday morning at noon when the dealership opened about a car I wanted to purchase. I provided the stock number and was told, yeah, the car was still available. I was told to ask for "Julius" at the front desk, was told the car would be pulled around for me, and an appointment time was set. I arrived, was told they had no idea who I'd spoken to, Julius was not present at the dealership, and the car had been sold the day prior. Classic bait and switch. "Come look at our newer models of the same car." Both the friend who gave me a ride and myself lost an hour and 45 minutes of our time for a HOAX. BMW of Sterling is the WORST most incompetent BMW dealership on the east coast (and I've owned two other BMWs that I wouldn't let them touch due to their incompetence). Steer well clear of BMW of Sterling, VA.

My experience with Sterling Virginia BMW was when I bought a used car. I was recently searching for a used Lexus GX470 and didn't want to buy one from a small used car lot, so I started looking at larger dealerships. I thought that a big dealership wouldn't sell a below average car with many problems because their name is attached to it. Well, fast forward to negotiating with Sterling BMW and finally buying this used 2009 Lexus GX470. My initial buying experience was good until I drove about 6 minutes off the lot. At that point, I was less than 3 miles down the road when a bunch of lights started flashing - the CEL and a few Traction Control lights. I told my salesperson, and he asked me to bring it back. After waiting for about 2 hours, they told me they found a loose hose, tightened it, and "cleared" the codes. They said I should be good to go. So, I got back in the car and left the lot again. This time, about 10 minutes down the road, all the lights came back on. I told the salesman about the situation and that it was too late in the day for me to return, so I asked him to set up an appointment for Monday morning. I took the car in on Monday morning for the service department to look at the issue. After waiting for about 3.5 hours, they told me they saw codes indicating bad catalytic converters, but they said these things never go bad, even though the car has high mileage at about 174k. They said they "cleared the codes" again. So, I trusted them and drove off to get my car inspected in Maryland. I know that Maryland and Virginia have different inspection and emissions standards. Well, during the inspection, the lights came back on, and I was also told that I have two leaking CV boots on the front CV axles, and the codes for the catalytic converters were back. They quoted me almost $7k in repairs for the car to pass inspection and emissions. Now, when the car was sold to me, it had "passed" inspection and emissions.

I will never step foot in this dealership again due to the poor customer service I received from my sales advisor Aiman Wahba, my service advisor Carlos, and the other service techs, as well as the sales manager Shawn Sampson after I bought my car. I bought a new 2021 330XI on April 19. Before that time, I was receiving pretty good customer service from Aiman and Shawn. They made sure I was able to get the vehicle I really wanted. The process was pretty much like any other car buying experience, nothing special. Then it went all downhill from there. The day I came in to pick up my new car after it had been delivered from the factory, Aiman went over all the features in the car, helped me pair my iPhone, and showed me how to change all the settings. I drive off the lot, get home and as I'm sitting in my car going through changing my settings and preferences, I notice that the BMW Connect is not functional. So I call Aiman the next day because at this point the dealership was closed. Explain to him what was going on, and he informed me that the system was down, and that he couldn't set it up for me right now. A day goes by, same thing...another day, a week goes by and finally Aiman sets up my BMW Connect account. Then, I notice that I'm missing my Sirius radio 12-month subscription that I was told came with the car. So again, I call Aiman explaining that I can't even get to Sirius radio or the radio ID #. So Aiman asked me to bring the car back to the dealership so he can take a look. He said it was an automatic thing, so there was nothing that needed to be set up on his end. I got to the dealership, and sure enough Aiman looked at me like I was stupid, went out and looked at my car, and came back and said, it's not even downloaded to the car. So he checks with the service department, comes back and asks me if I can wait 1.5 hours for them to install it. I said if you have a loaner, I would like one, and I will pick up the car the next day. So I get to the dealership the next day, the service department assures me that my car is all fixed and ready to roll. I get in my car and check it before I drive away...nothing had been done to the car! I go back into the service dept and explain, and it took 2 people to figure out that yeah, nothing had been done! So they take the car back into service, and I wait an hour before they are able to give me a loaner! Before I left I asked, will someone check their work to make sure my car is fixed and call me to let me know my car is ready. 'Yes ma'am.' The next day, no phone call. So I call the service department, and the receptionist tells me my service advisor is not there and that my car is not ready. The next day, no call, so I call back, and again am told my car is not ready. I said what is the problem, it was a simple satellite radio issue that should have only taken 1.5 hours. No explanation. I demanded that Carlos my service advisor call me. Six days later after playing phone tag and getting nowhere with the service dept., I call my sales advisor Aiman. I left him two messages, and I got no phone call back. Finally I get a call from Carlos on day seven telling me my car is ready for pickup. That's when I explained to him I got an email that they set up my Sirius subscription for only three months instead of the twelve I was promised, and told him I would not pick up the car until they fixed it. Now day eight, I call my sales advisor again, and his office phone is disconnected! Disconnected! I email the sales manager Shawn while I'm at work to explain the situation, and how I need answers. Shawn emailed me back and assured me that he would personally get involved to fix it and get me answers. Then he replies back to me a couple hours later and tells me that they cannot set up the twelve-month subscription for me because the car is now registered to me, and they would need personal info from me and they can't do that. I said, "That's funny, you managed to set up a three-month subscription after it was registered to me without my personal information, why would a twelve-month subscription be any different!" Ignoring me, he said that accounting would cut a check in the amount of $240 to cover the remaining months of service, and that I can pick up my check and the car now. No apologies for the headache or poor customer service I received. So before I went to pick up my car, I asked Shawn if I could be refunded for the maintenance package I paid for through my loan with BMW that I hadn't used yet, and I was denied. What would make you believe I'd want to take my car back there for service?! I walked in to pick up the check, and Shawn had absolutely no words to say to me. I looked at him, grabbed the check, and walked away. Got my car checked to make sure the subscription was set up, and left. Talk about a whole lot of BS, and unprofessionalism on both the sales side and service side! I'll be taking my car to a different dealership for service!

The *** Sterling auto dealership, part of the Sterling Motorcars family in Sterling VA, advertised, promoted, and sold $699 tickets to a "Supercars Track Event" scheduled for May 11. 2020 at a local race track. I bought one ticket for $699 in early March. Sterling Motorcars then canceled the May 11 event. I asked for a refund in writing, twice, and both times the dealership said no. Whether or not the dealership tries to reschedule, the ticket I bought didn't say "non refundable" and neither did the ads. Not giving me my money back is fraud. *** of Sterling should do the right thing and give me my refund -- right away.

I bought a tire and wheel warranty when I got my car and canceled it. The warranty company sent the refund to the dealership who was supposed to send me the check, but they never did. I contacted the dealership and talked to Grigori M who is the finance manager. He said he needed to find my information in boxes because the dealership changed owners. I gave him all the details he needed, but I haven't received a call back or any communication from the dealership. I also left messages for the General Manager, but haven't gotten a response yet. They've had my money for almost a year now, and I want my $1,550.00 back right away. This is really offensive and not acceptable.

We got a new car from this dealer on 09/02/2022. We also got some extra stuff like service and warranty packages. One of the packages, called ElevateCare Bundle, was supposed to include tire and wheel replacement. But guess what? It didn't! We paid $2498 for it, but it only covered the cosmetics and curb for the alloy. What a bummer!

We also bought another package for appearance care, which cost us $995. They promised to treat the car when we picked it up. But when we went to get it, they said it wasn't ready. They told us to come back for the treatment and said they would make an appointment for us. But guess what? They never made the appointment, even after we called them multiple times.

Now we want a refund for these two packages. This dealer sold us these packages based on lies and scams. It's not cool at all.

I bought a 2017 *** in November . I live in Ohio and knew it might take a bit for my tags and title paperwork to be done. My first temp tag expired in December and Tarina W quickly sent another tag. The second tag expired on January 16th. Since then, I've been to my local BMV twice for VIN verification and sent it to the dealership as they asked. They got the second form on February 6th, according to UPS tracking. No one has returned my calls or emails since the start of February. I've left multiple messages for Ms. W and Ms. J, the accounting manager. I'm disappointed by the lack of communication about my tags and title status. I asked Ms. W if I could handle it locally and get a refund, but she said they couldn't do that since all the paperwork was already processed.

I got my 2018 BMW on 4/3, but at 9am on 4/4, I called the client representative to say I didn't like the car and didn't want to keep it. The sound system makes the music sound muffled, and it doesn't have satellite radio like I was told. According to VA law, I have the right to cancel the loan before the close of business on the next business day after signing the agreement, and that's exactly what I did. However, my loan was still finalized, and now I have to trade-in the car to get rid of it even though I clearly expressed my disinterest within 10 hours and want to return it. The car relies heavily on a cellphone, but I don't carry one. The person who got me into this mess offered me the worst option possible. I want a complete refund. I specifically mentioned that I don't want to add any miles to the car because I want nothing to hinder my ability to return it as soon as possible. They are trying to force me to keep it or deal with them when I want to end both situations.

In May , BMW of Sterling had a Used vehicle up for sale. We bought the car on May 26th and paid $47,739 right away. However, we didn't receive the title for the car. So, we got in touch with the Sales person who sold us the car. He told us that the car didn't have a title issued yet. We stressed to him how important it was for us to get the title as soon as possible, but even an MSO (Manufacturer's Statement of Origin) would do. He replied saying that the company didn't have an MSO for that vehicle and had no clue where it was. However, he assured us that they would arrange for a title. After that, it became really difficult to reach him. On Aug 6th, we contacted the title clerk, ***, and she said that the title was ready for us to pick up. However, she didn't provide us with the address and ignored our emails and phone calls. Later, we discovered that the title wasn't actually ready. In fact, nothing had been done even after 3 months, and they don't seem interested in sending us the necessary paperwork. Now, ***, the Manager, is in charge of this matter, but he doesn't respond to us.

We sold our 2018 BMW ***, VIN# ***, to BMW of Sterling on or about 27 July . They said they would pay off the bank lien and then give us the rest of the money once they got the title from the bank. The sales manager *** said it could take up to three weeks. But it actually took *** three weeks just to pay off the bank lien. Now, SIX weeks later, BMW Sterling has had the title for over a week and still hasn't paid us for our car. We've tried calling and messaging the General Manager ***, General Sales Managers *** and ***, and Pre-Owned Manager *** but they haven't gotten back to us. This is the most unprofessional thing we've ever experienced. We might have to report it to the police for fraud and theft. We just want to get paid for our car that BMW Sterling has had since late July.

On 10/22, I bought a car from BMW of Sterling. I work for *** of *** and I'm moving abroad on 01/30/2022. I wanted to take my car with me, but I found out that my bank didn't receive the title to process my authorization for shipping. Since early December, I called the dealership many times to find out what the problem was and when it would be resolved. Every time I called, they transferred me to the wrong department or I had to leave voicemails and never got a call back. The only time I actually reached someone (mid December), they told me they sold the car without a title and supposedly ordered one that would arrive in a few days. Now it's late January and the communication is still terrible, and my bank still hasn't received the title. I'm also about to leave for Germany permanently and can't ship my car. I called the DMV and they told me that the dealership shouldn't have sold the car without having the title in hand. They couldn't give me an update on the status of the title request because it was supposedly filed by the dealership.

I bought a 2014 *** from this car place and paid them for the car and taxes, around $185,000. They said they would register the car in my home state of Arizona. It's been 94 days and the car still isn't registered. The Arizona DMV doesn't have any record of the car or any attempt by the car place to register it. I've called and emailed them many times about this. Their latest email said: "Good evening ***, sorry for taking so long to get back to you. We sent your paperwork to our out of state tag agency. There was a small issue with the car's title from the previous owner and the AZ DMV wouldn't accept it. It should be fixed in a few days. Sorry for the trouble. Let us know if you have any questions." So it seems like they sold me a car without clear title and can't get clear title. Now I'm stuck with a car 2000 miles away that I can't register in my state. I asked them for the owner's contact info and they didn't give it to me. I'm gonna complain to the police about this.

We bought a 2020 *** from ***.com/BMW of Sterling on 7/28. The price was $29,500.00 plus tax and fees. They gave us good financing rates and we gave them $500.00 as a down payment. We sent the $500.00 right away and sent my driver's license. We also took a picture of me to confirm my identity. They said the next step was to finalize the contract and set up the delivery date, which would only take a couple of days. We called on Friday the 30th of July and they said they were still waiting for the delivery schedule. They said we would have the contract over the weekend, but we didn't receive it. I called them and they assured me that everything was fine and the deal was done. I called my husband to let him know, and he found a buyer for my *** and sold it that day. He got a rental car for a few days. Now it's Wednesday 8-3-2022 and my husband called them, but nobody answered the phone. An hour later, he received a text saying that the car was sold to someone else before us. I called the manager and he said it was date stamped and the car should be ours. I checked online and saw that my car was listed again for $39,500.00! After lying to me for 3 days, they finally admitted that they made a mistake with the price. I told him I wanted the car I purchased at the advertised price of $29,500.00, but he said it was out of his hands. I told him that the law says he has to sell it at the advertised price, but he disagreed. Now I'm stuck with a rental car for 9 days. Nobody at either of the dealerships will even talk to me. All I want is the car I made the deal on for the advertised price.

I bought a used 2018 BMW *** on Saturday, April 2, 2022. When I bought the car, I also got two extra extended service warranties for a total of $6,751.00. But after thinking about it, I contacted Kirk P, the Finance Manager we bought the car from, and asked to cancel the warranties. He sent me the paperwork, and I filled it out, signed it, and sent it back on the same day, April 5, 2022. He said it could take up to 6 weeks to get my refund. The cancellation paperwork said it would be effective right away.

On April 26th, just three weeks after getting the car, I had to take it in for service. I knew my extended warranty was canceled by my choice, so I paid $6,952.49 for the things that needed fixing (they should have been found before I bought the car, but I paid anyway).

On April 16th, I reached out to Mr. P again to ask about the refund. He reminded me it could take up to six weeks, but said he would check with the cancellation department for an update. I never heard back.

On Monday, May 16th, which was the start of the sixth week, I contacted the extended warranty company to ask, and they hadn't received a cancellation. The warranties were still active. I asked about the service I paid for, but they said it needed to be pre-approved. I contacted the dealership again, and Mr. P said there was a mistake and the cancellation was now submitted. He said they would refund me after the dealership got paid, which would take about 6 more weeks.

I've emailed the GM a couple of times, but haven't gotten a response. I've also been dealing with them because, as of today, they still haven't given me the car's clear title. I paid almost $50K in cash for the car, but I don't have the title, the refund, or a response. I need help, please.

Date of the transaction with BMW of Sterling: July 19th, 2022. The transaction was late in the evening around 6:45 p.m. I didn't leave the dealership until 8:58 p.m. During the transaction, I was told it would be 15 mins after finishing with the client advisor to meet with the last person for paperwork and was left standing for more than 45 mins. The client advisor took my car before I had seen the paper, and when I requested the trade-in price, I was told "don't worry we will get you taken care of." I was told on several occasions the car was going to auction, only to find that my vehicle listed the next day for 15k. No one told me my trade-in value until I finally saw it in the paperwork, around 5k. At this point, they had already taken my car and it was past closing. I didn't get a good look at the car in the light, and on the test drive, I saw a blank mark. When washing the vehicle days later, I discovered the black mark on the windshield was a repaired chip. Then I found a second one that had also been poorly repaired. This vehicle had an inspection sticker for 6/23. I'm not sure how a vehicle with a damaged windshield passes inspection. I found the bumper had a mark covered by touch-up paint and the tail light had a scuff. After buying the vehicle, I received several phone calls from Sterling while at work but never a voicemail. I wasn't in the mood to argue until I got an email from a company called *** asking for my insurance card and the back of my ID. They didn't have anything in their email signature associating with BMW of Sterling, so it could have been phishing. They still hadn't registered my vehicle to PA, and my temp tag had expired 11 days ago. I paid 995 for a processing fee, and the company couldn't meet the 30-day time they set with the tag, nor did they contact me before then to say they needed to extend this. At this point, I still don't have my license plate, and the company ignored my email when I asked questions to the person who emailed me.

I bought a 2012 *** from BMW of Sterling on 5 August . I used *** car buying service to find the car, which BMW of Sterling was selling. When I found the 2012 *** on the *** car buying website, I gave my info (Name and phone number) to the dealer. BMW of Sterling called me twice. One call was from "Max" asking when I could come for a test drive, and the other call was from Matthew T, who left a voicemail and said he was "My *** representative" and claimed he put the 2012 *** up for sale, but that turned out to be false. I called Mr. T back and told him I would visit BMW of Sterling to test drive the car at 0900 on 5 August . When I arrived, Mr. T took me to his desk and introduced himself again as my *** representative. Mr. T lied about being a *** representative. *** told me they don't have representatives at dealerships. He also lied about checking my credit. I financed the car through *** and Mr. T said he needed to check my credit for identity reasons. He said the credit report would only have a small impact, but that wasn't true. Luckily, I had frozen my credit report due to all the breaches, and I got an email from *** saying BMW of Sterling tried to check my credit, which would have had a big impact. Mr. T is very dishonest and will say anything to sell a car. I trusted him, especially because I thought he was a *** representative. He didn't deserve my trust. He even sent me an email claiming to be my *** representative. I'm very unhappy with Mr. T's ethics. He lied right to my face. He also tried to sell me a "Sterling package" for $495.00 and said I couldn't refuse it. I think I was overcharged too.

We bought a 2022 BMW from this dealership over two months ago and decided to keep the tags from our old car. We paid the fees and got a registration for our new vehicle. About 2 months later, we got a letter from the DMV saying they were told we canceled the insurance on our old car. They said if we didn't respond in 10 days, our licenses would be suspended. I called the DMV and found out that our old car was still registered to us and the new registration hadn't gone through. I tried contacting the dealership, but they didn't return my calls. I talked to our salesperson, but they never got back to me either. We even went to the dealership in person, but they said nobody would be able to enter DMV data until the following Tuesday. They gave us a temporary tag for 30 days and said they would call to fix the problem. But we never got a call or any follow-up. I texted the Assistant Manager I spoke to in person, and he asked for my VIN number. Later, he said he found our file. That night, I called the Finance Manager on his cell phone, and he promised to fix it and said we would get a call by 10:00 a.m. the next day to confirm. But we didn't get any call or message saying it was done. I had to contact the DMV myself to make sure it was finally sorted out. Throughout all of this, the dealership showed no concern or desire to fix the problem. We paid a $995 Dealer fee for processing, and if we hadn't contacted them 2 months later, they wouldn't have even realized the paperwork wasn't done. We think they should refund the dealer fee because they didn't process the sale paperwork on time, which caused a lot of inconvenience for us as customers. Not to mention the legal trouble we could have faced if we were stopped by law enforcement without valid registration.