Complaints

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

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  BMW of Sterling

  21826 Pacific Blvd Sterling, VA 20166-9283

• 

  BMW of Sterling

  21710 Auto World Cir Sterling, VA 20166-2516

• 

  BMW of Sterling

  21710 Auto World Cir Sterling, VA 20166-2516

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:05/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 April 30, 2025 I dropped my 2024 *** X5 for routine service and corrective measures as part of brake recall. Service was complete on and the vehicle was retrieved on May 2, 2025. On May 9, 2025 I informed the *** service representative in writing that I noticed that the small lever on the air vent, left of the steering wheel, was missing. The lever was intact and in its original condition when the vehicle was dropped for service. I have searched in the vehicle but have not found the lever. Absent the courtesy of an acknowledgement of my original email, on May 14, 2025, I followed up in writing. I received a terse response, I will get with my Director from the service representative. The service department still has not contacted nor resolved this matter,

• Initial Complaint

  Date:04/24/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 am filing a formal complaint against BMW of Sterling, ********, for issues with the titling of a *** X5 purchased on January 16, 2025, and the dealerships failure to address my concerns.On February 13th, I attempted to take delivery of the vehicle, to be titled in *******. The vehicle was not ready, requiring a second ***** minute round trip from ********, ********. The titling clerk then incorrectly completed the paperwork. I notified BMW of Sterling immediately, but it took over six weeks for them to send a notarized letter, which did not meet Montana DMV requirements. I requested a revised letter. As of April 24, 2025, over two weeks since requesting the revised letter and three months since purchase, I have received no response. I have sent over 15 emails and 12 texts to ******* **, Finance Manager, and *** Ufyani, my sales representative, without reply. I also do not have temporary registration even though I have requested it. This has caused significant inconvenience, including wasted time, travel costs, and inability to register the vehicle. I seek:- A correct notarized letter for Montana DMV.- Compensation for time and expenses.- A formal apology from BMW of Sterling.Please investigate and assist in resolving this matter. I can provide relevant documents to support my complaint.- **** ****** ************

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 am writing to formally file a complaint with BMW of Sterling and ********************************* regarding a series of issues involving poor customer service and inconsistent information.Specifically, I have encountered the following problems:1. Inconsistent and Incorrect Information and ********************** I have contacted ********************, *************************** FS), and ********************************* (Safe-Guard) multiple times to determine the status of my ************* cancellation request. Each company has provided conflicting information regarding the timeline and process for issuing and receiving a refund. Despite reaching out to these 3 entities on multiple occasions to ensure that I am being given consistent information, I have been given inconsistent information about the status of my request and the expected timeline. It almost seems as if none of these entities are pulling from the same information nor are they in communication with one another. - On 2/21/25, Safe-Guard informed me that my request for a ************* refund was approved and sent back to BMW of Sterling via Netpay on 2/6/25. - On 2/21/25, BMW of Sterling informed me that "after a cancellation gets approved they [Safe-Guard] will send a check to the customer or lien holder **** FS} in the timeframe of 7-10 weeks." - However, on 3/24/25, ****** stated that the refund process takes 8-12 ******** a resolution, I would appreciate the following:- Immediate Application of Refund: I request that my ************* refund be applied to my loan balance promptly, in line with my original request and the 710 week timeline initially provided by BMW of Sterling. I just want my refund to be applied to my account as soon as possible so that I can pay off my loan...

• Initial Complaint

  Date:10/15/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 24X5M60 I I purchased it because it had 22 inch rims and that was on the Bill sheet that they had sent me prior to purchasing the automobile when I received the card at 20 inch rims. I called the dealership spoke to my salesman. He spoke to the sales manager, and they do want to do anything about it. The sales managers claims I shouldve seen that in the videos Well, I got the sheet prior to purchasing it and they had the 22 rims on the build sheet and window sticker .I feel I was cheated and theyre very deceitful as they seem to put a bait switch. The car also has a spare tire which only 22s come with as they do not have run flats. The sales manager does wanted to do nothing about this and blames me because of the videos.The car serial number is *******************

• Initial Complaint

  Date:10/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 am filing this complaint to express my frustration regarding the poor handling of my recent car purchase experience at your dealership. A week ago, I placed a deposit on a *** 540i, and it was confirmed by the salesperson (***) that the car was reserved and undergoing inspection. Throughout the week, I followed up daily, expecting to complete the purchase today as agreed. However, to my surprise, I received a text from *** stating that he was unaware of the deposit on the car.This was completely unacceptable, given that I had been in constant communication with him and had entrusted your dealership with my deposit. I tried to contact him to clarify the situation, but my calls went unanswered. As a result, I had to leave work and visit the dealership in person. Upon arrival, I was made to wait for the Pre-Owned Sales Director, **** ************** than addressing the issue professionally, **** opened with a condescending remark, stating, Ive been in this business longer than youve been alive, which was irrelevant to the issue at hand.Hugos dismissive attitude and lack of professionalism only added to my frustration. This experience reflects a severe lack of internal communication, accountability, and customer service at your dealership. I expect a dealership of this size to handle customer deposits and interactions with care and professionalism, but this situation fell far short of that standard.I am seeking a formal explanation as to how this situation was allowed to occur, and I would like to know what actions will be taken to address this issue to prevent similar incidents in the future.

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Transaction date was on June 23rd 2024 and the transaction was for a purchase of a new vehicle. The vehicle purchased had an interior damage that I pointed out prior to the purchase which the dealer promised to replace and it has now been over 2 months since the purchase and there is no action taken by the dealer. I've tried escalating the issue to the management team which is non responsive so I need this rectified ASAP

  Business Response

  Date: 09/17/2024

  It is never our mission to provide little to no information regarding tag of title information. Being the vehicle is titled out of state added time to completing the titling process. Normally it takes close to 60 days. We checked with our tag and title department. I was informed the documents that needed to be finalized were delayed from the client, causing the issues. But we comfirmed the tags were delieved via ***** on the 6th of September.  

  Customer Answer

  Date: 09/26/2024

   Complaint: 22207738
  
  I am rejecting this response because:

  The response provided by the dealer has nothing to do with my complaint. Either they have not read my complaint at all or they are just sending generic responses. My complaints is regarding to a damaged part that was found on the vehicle prior to the purchase that the dealer promised to replace with in a week of the purchase and now its been more than three months with no resolution to this matter. 
  
  Regards,
  
  ***** ********
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:08/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 leased a car and traded in a car on 7/2 My trade in has not been paid off per contract. Nobody will respond to calls/emails/text I risk damage to my credit report. WHAT IS GOING ON?!?!

  Business Response

  Date: 09/05/2024

  To Whom It May Concern,

  It is never our mission to provide poor customer service to any customer or allow a payoff to happen efficiently. Keeping clients happy is our number one mission today and beyond. I checked with our payoff team and the accounting office. They provided a copy of the check (attached) showing a payoff, which was finalized on August 13th, 2024. We would like to apologize for the delay in getting this information to you or USAA. The payoff had already happened 13 days before the complaint was made to the Better Business Bureau. If you have any other questions, please email me at ****************************************************.
  

  Customer Answer

  Date: 09/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************
  
  

• Initial Complaint

  Date:08/03/2024

  Type:Product 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 4/18/24, my husband and I purchased a 2022 *** X6 from BMW of Sterling, VA as an out of state purchaser. It is now 8/3/24, and I still do not have my tags and the bank doesn't have the title. I called prior to the temp tag expiring and was told everything was sent to ******** and I would be emailed another temp tag. That didn't happen. Around 6/9/24, I went to the ************ and paid for a new temp tag on my own. On 6/18/24, I finally spoke with the title clerk and was told the salesman should have called us to advise a new POA was needed. She said she would overnight, and we are to return it. We filled out the form, had it notarized and sent back immediately. We have still not received our tags, and my calls, voicemails and emails are not being responded to. I have called the dealership many times with no luck getting a manager on the phone. A finance manager called me once to advise he will send another temporary tag but said he couldn't answer any other questions. I requested any manager and did not receive one. We never received the temp tag. On 7/29/24 after requesting to speak with a manager I only received a text message with erroneous information. The text was received from a manager and stated the tag work has been completed and is being sent to the state. He provided a tracking number for ******, however it shows a label was created on 7/8/24 but no other information is available, like it wasn't sent. I texted back with a request for a call but did not receive the call nor a reply to my text. I have received 2 separate letters from my bank stating they have not received the title. I have my call log and correspondence (emails/text messages) I have with BMW of Sterling with no reply. My newest 60-day temporary tag expires on 8/9/24 so I will be forced to go and pay for yet another tag. I am very concerned there may be an issue with the registration/title.

  Business Response

  Date: 09/17/2024

  It is never our mission to provide little to no information regarding tag of title information. Being the vehicle is titled out of state added time to completing the titling process. Normally it takes close to 60 days. We checked with our tag and title department. I was informed the documents that needed to be finalized were delayed from the client, causing the issues. But we confirmed the tags were delivered via ***** on the 6th of September.  

• Initial Complaint

  Date:06/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The hood latch on my daughter's car was stuck and she when there for help to get it open. Instead they decided this would be a good opportunity to take advantage of a young lady. They then stated that it would require $763 in work to get replace the hood latch. When questioned they said it was a three hour job but did not break down any costs. When she went back to get the car, the refused to provide a detailed invoice or receipt. All they would provide was the credits card slip. There was no itemized receipt for the work detailing costs. just a bill for $760. in doing research for this I was able to learn that the book time dealers use for this repair is less than 1 hour and the part can be purchased from the most expensive supplier for less than $100. They also refused to r3eturn the defective parts that were replaced as required under Virginia law. They saw her as an easy ***** this repair should have cost less than $100, I my self can replace a hood latch in less than 20 minutes. The fact that they refused to give us a detailed bill and refused to give us back so called replaced parts that the service writer was short on quota and made it up on my daughter with fradulent charges. They must provided a detailed listing of the work and they would not.

• Initial Complaint

  Date:06/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 financed a car from them on 12/2023, and they charged sales tax and processing fee, said they will register the car in ** for me. After I provided documents needed for registration, never heard from them again. After waiting for normal RMV processing time(8 weeks on their website) and another 2 month waiting, I called them and been told by one of their employee they're working on it and it did takes several month to register the car. He will have someone to call me back give me updates.Never got the call and I started calling them everyday try to speak to someone in charge for this situation. I left voicemail, texted them, no response.Finally two weeks ago, someone finally called me but he said they couldn't register the car for me, I have to do it by myself. I said OK as long as I can make the car drivable asap. I just need them send me car documents to me. When I texted and called them 5 days ago ask if they send out documents yet, no response again.