BMW of Fairfax

Client Advisor Arben Vila was a pleasure to work with. Even though we did not purchase the vehicle, he treated us with the utmost respect.

Here’s the good: The sales representative I worked with was friendly and kept the process moving smoothly. The not-so-good: During and after the purchase, Fairfax felt a bit unorganized. I’ve never had so much back-and-forth with a dealer after a sale. To be fair, my bank wasn’t the easiest to work with either, which didn’t help. The car was very clean and initially smelled strongly of detailing products—as you’d expect. But after about a week, once those scents faded, the car began to smell like cigarette smoke. When I called, I was told my file was closed and there was nothing they could do, and that I should take the car somewhere to have all the filters replaced. What I ultimately took away from the experience is that if you have an issue after purchase, you shouldn’t expect much support. I’ve worked with other BMW dealers who would bend over backwards to make things right, so this was disappointing.

The lack of professionalism at this dealership is staggering. I had a firm appointment for a specific Certified Pre-Owned BMW. I had discussed the vehicle with the salesperson Dennis in multiple phone conversations and text messages. I had cleared my entire Saturday afternoon for a test drive and had a specific appointment for the test drive and subsequent purchase. I made unequivocally clear that if the vehicle corresponded to the description and photos, I would close on it immediately. Dennis had full knowledge of me being a serious buyer. As I am leaving the house for the dealership, he matter of factly texts "It sold". He had previously indicated that he would keep an eye on the vehicle and make sure it was available but did not mention that a 1K deposit would have "held it". That would have been the easiest way to resolve this, but it is not the customer's job to ask. It is LITERALLY his job to make that suggestion. Moreover, when I called him subsequent to the the text, not only did he NOT apologize, he had an arrogant, patronizing tone in his response. This after I had been respectful of the salesperson's time and very courteous in tone. A wasted Saturday afternoon, a completely waste of vaulable time and effort in terms of the research and communication and a salesperson who literally epitomizes the opposite of professionalism. I had a SPECIFIC appointment for a SPECIFIC vehicle, and the indivuals repsonsible couldn't even deliver on that #AutoSalesClass101. Back at square one due to the comprehensive incompetence on display here. Thankfully, there are plenty of other BMW dealerships to choose from.