BMW Of Charlottesville

BMW of Charlottesville has always been a source of confidence for me in any of my BMW service or repair needs. Gary has exceeded anything I could imagine in being a liaison in the process, always accommodating even when—albeit at times I can be difficult—unforeseen circumstances have arose. I’ve been a long term customer, going on 10 years and this location is the primary reason that I will always be a BMW owner. Kizzy (spelling?) has always offered insight when my usual rep wasn’t available.

Avoid BMW of Charlottesville at all costs. I had to tow my BMW X3 to this dealership after the battery died. While it was there, my husband explicitly asked the service advisor, Gary, to perform a full inspection, service, and take care of an open recall. He confirmed that these would be done. When I arrived to pick up the car, Gary assured me everything was “up to date.” But when pressed, he admitted that the inspection, recall, and oil change were not done at all—and claimed he “wasn’t aware of the request.” We requested him to send an estimate before doing any work, but instead he went ahead, replaced the battery, and only afterward mailed us a bill for $851. To make matters worse, the invoice contained a cryptic note about a “recommended service,” supposedly highlighted, but the section was incomplete and cut off mid-sentence. No one mentioned this at pickup. It went downhill from there. When I got home, I discovered the entire back seat was detached with wires exposed. See the attached picture. Gary initially denied they’d touched it—until finally admitting “that was on us,” dismissing it with “we’re all human.” No apology. Keep in mind, they charged $200 for diagnostics and over $600 for a new battery and labor. After they reinstalled the seat, I found new stains on the upholstery and a seatbelt safety label sticking out that had never been visible in eight years of ownership. Gary brushed this off with, “all seat belts have that sticking out.” They don’t. He offered to “tuck it back in and clean the seat,” but when I picked up the car again, there were now fresh black stains on the driver’s side door. When I pointed this out, Gary insisted every car on the lot had the same marks, claiming the ones on my car were caused by “oil from your hands.” We even went over to my passenger-side door (which was spotless) and he still insisted stains were there—as if I was blind. When I told him he was treating me like an idiot, he ended the conversation by saying “I can’t help you anymore” and stormed off. The stain is still there for me to clean. See the pic. This entire experience was a nightmare: careless work, no accountability, gaslighting, arrogance, and incompetence at every step. I had to make three separate trips for what should have been a simple battery replacement. The dealership charges luxury prices for third-rate service, and at no point did anyone take responsibility or offer a sincere apology. If this is how BMW of Charlottesville treats its customers, it raises serious questions about whether any of their services are performed correctly. I will never return and strongly advise others to avoid this dealership. Beware of Google reviews averaging at 4.4 when Yelp ratings for this dealership average at 2.4.

Somehow, a $900 “ceramic coating” was slipped into our paperwork that we did not agree on without it ever being clearly disclosed, explained, or presented as optional. We were there after hours and rushed through signing, and at no point did anyone say, “Hey, you’re paying an extra $900 for this.” That’s not an oversight — that’s how these things get buried and pushed through. If you’re going to charge people for add-ons, be upfront about it. Don’t hide it in paperwork and hope it goes unnoticed. And it doesn’t stop there — it has now been TWO MONTHS and we still do not have proper registration for the vehicle. I called the state and it still has not been received. There is absolutely no excuse for that. That’s basic responsibility after a sale, and it hasn’t been handled. Between sneaking in charges and failing to complete something as simple as registration, this has been nothing but frustration. We’ve already reached out directly to get this resolved. Do not reply to this review with a generic response. You have my phone number — use it and make this right. For anyone considering buying here: go over EVERYTHING line by line and don’t assume anything is being explained to you. If you don’t catch it, you’re paying for it.

Now, it’s true that I’ve been a BMW customer for many years, but I like being greeted by name when I come in to the Service Department. Tristen is always patient with me. I love the added touch of washing and vacuuming my car. ✔️

Amazing experience at BMW of Charlottesville, great speaking with Malik and the rest of the team. We came to this dealer after my dad had spoke to Malik on the phone, and it was great to see that he was as pleasant and nice to speak to in person. Great, hassle free time picking up an X7, and they were also extremely helpful with getting started with ordering an M3. I highly recommend bringing your business to BMW of Charlottesville!