Washington DC BMW New Used Car Dealer serving Alexandria, VA, Arlington, VA, Fairfax, VA, Sterling, VA, Silver Spring, MD, Rockville, MD and Marlow Heights, MD – Passport BMW Dealership
Welcome to Passport BMW serving Washington DC, Virginia (VA), Maryland (MD) and Northern Virginia
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Vehicle serviced for
Repair
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Accurate estimated wait time
No
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Would You Recommend this Dealership
No
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Vehicle year
2005
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Vehicle make
BMW
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Service Technician
X3
My Passport Bmw Nissan review03/18/10, I went to BMW to fix my air conditioner. It was blowing but not getting cool. This was March so I knew it would only get worst. So rather than wait I went in for service. Ray Fry, SA told me, Freon ran out of the air conditioning. Okay, I was charged $225.
I returned on 05/15/10, for the same reason (7weeks later) and I was told by Ray Fry my repairs cost $245.66. I insisted on a credit of $166 for previous freon they installed. I did not see the spill out because freon is a gas, duh! This time, they discovered a leak in the value after the diagnostic testing. What happened the first testing?
On 6/21/10, I went back to BMW there was no cool in my air conditioner so they gave me a loaner car while I waited for the repairs. On 06/22/10 Ray Fry left the following message, on my answering machine, Mrs. W, this is Ray out here at Passport BMW David our shop technician he is actually the foreman was in here working on your car personally. There will be no labor charge or anything like that he did find from extensive testing here that one of the pressure hoses was leaking & he wants to replace the O ring & recharge with 134A & 20 ounce AC quiet. Everything parts wise comes to $315.00.Uh…there will be no labor charge accessed cause you been back in here 3 times. Uh if you could just give me a call back at 240-695-5401we will try to see if we can get this resolved & taken care of. If you have any questions, this is Ray & I can be reached at 240-695-5401.Thank you.
I called BMW back but this time, Fred Gerlinsky Service Manager ,told me the cost was around $2,103 not $315 as previously quoted by Ray Fry. He said he wanted to put in a new evaporator and would not honor the offer that was made to me previously that I agreed. I tried other repair shops but they all told me the dash had to be removed and they recommend taking it back to the dealer. So I proceeded.
On Friday 07/02/10, I picked up my car and the doors would not unlock after pressing the button on the dash.OMG! On Saturday 07/03 at 9:15, I returned to Passport BMW for reconnection of the dash board.2 hours later, I got my car back & drove off, when I found the fabric around dashboard & window were not secured. I returned to BMW to get it repaired. This is crazy—-Later that same day, I returned to BMW at 3:15 after discovering the cigarette lighter & ash tray fell onto the floor & the seat warmers both driver & passenger did not work. No one apologized they just stared at me and wished I would disappear.
Monday 07/05/10, Fred Gerlinsky called; asking to meet with him & Jay Klein – General Manager. They listened to my complaint about Saturday having to bring the car in 3 times for reconnection problems; and finally they told me if my complaints were just about the air conditioner repairs or the fact they over looked having the oil changed on the repair request they would offer me a discount of $20.00 on a $79.99 oil change, so I would pay only $59.99. There was no apology or compensation.
I contacted BBB and their representative for a refund of just the labor and after one month BMW wrote a response letter stating the customer was very frustrated and did not return for service until after 7 weeks after the initial repairs were done. Feon is a gas and you cannot see a spill out, I don’t use my AC in March for Washington DC areas therefore it took that long to see it was not working properly. These people act as if they don’t have the sense God gave a goat!!! Please, Please, Pleazzzee — Stay away!!!
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Vehicle serviced for
Repair
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Accurate estimated wait time
None Given
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Would You Recommend this Dealership
No
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Vehicle year
2003
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Vehicle make
745 Li
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Service Technician
Daniel Rodriguez
My Passport Bmw Nissan reviewWe dropped off our car due to a winding noise in the engine area. We were later advised by the service manager that the engine fan needed to be replaced and the cost for parts and labor would be $850. We paid the service cost the next day and picked up our vehicle. Within 20 minutes of driving the vehicle after pick-up, the winding noise returned only louder. We called the service manager who advised us to bring the car back but that he could not give us a loaner car. We didn’t ask for or receive a loaner car before, however, due to the circumstances – the dealership charging us for a repair that was not fixing the initial problem – he should have been much more accommodating. We returned to the dealership, and only after speaking with a Sales Manager, did we get a loaner vehicle. While waiting to speak with the manager, my husband advised other patrons to check their vehicles after repairs since we were charged for repairs that were not made. Ironically, before we left, another service customer who had spoken to my husband returned because his oil light had come on during his ride home. He had brought his car in and paid for an oil and lube job. THEY DIDN’T REPLACE THE OIL DURING THE OIL AND LUBE JOB!!!!
The next day, the service manager called and advised that they could not duplicate the noise the heard the day before and that there was nothing mechanically wrong with the car. They advised that they would put back in our old fan, refund our money and we could take our car home because they could not repair it. After complaining to the Vice President of the company, Jay Klein, he repeated the same story that his service manager told us and advised that there was nothing they could do. After I asked him if he believed the service offered by his employees to be acceptable, he said yes because my husband, a few days before, had advised the dealerships other customers to check their repairs and also relayed our experience with the service team up to that point. This is the problem with Passport BMW in Suitland, MD – the attitudes towards customers and customers service trickles down to the other employees in the dealership. If you value customer service, your money and your vehicle, never go to Passport BMW in Suitland, MD.