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      10-27-2017, 02:37 PM   #1
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Do not go to BMW of Sterling for service!

I dropped off my new BMW M4 for service at BMW of Sterling on October 16. The next day when it was ready for pickup, I noticed a scratch on one of my factory 666M wheels as soon as the porter handed me the keys. I showed the damage to the service manager, Jessica Eller, and she agreed to repair it. After the repair I can see the repaired area and it doesn't like new. I asked for a new wheel but the service manager refused and is only willing to try to repair it again. My wheel was originally in like new condition with no damage and I don't see how it can be repaired to like new condition especially when it's already been attempted once.

She said, "It is a cosmetic problem which is not affecting the performance or the vehicle's handling." So I guess they're willing to return customer cars in any condition as long as it's not affecting performance or handling.

I would think twice about getting your car serviced at BMW of Sterling!
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      10-27-2017, 08:23 PM   #2
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You can read similar posts on this & other forums about the same situation. Many owners will take a video of their car at drop-off to document the car's pre-service condition. I've had work performed there &, thankfully, not had any issues.
It's a pain if you don't have use of your car, but give them a second chance to refinish the wheel to your satisfaction, and if the repair is still obvious perhaps she will reconsider. While it could be outdated, according to their website, she is the Warranty Manager. You could escalate this to her boss, Mike Salins, the service manager. Good luck!
https://www.bmwofsterling.com/service---parts-staff.htm
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      10-28-2017, 10:34 AM   #3
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I already got the name of their general manager and will be calling him on Monday!
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      10-28-2017, 10:47 AM   #4
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Quote:
Originally Posted by alex2364 View Post
I already got the name of their general manager and will be calling him on Monday!
Straight to the top! Please let us know how it goes.
We bought our F30 from BMW of Silver Spring, and had some issues handled there while using Sterling for routine maintenance. I got the service director (presides over the service managers & service writers) involved in Sil Spr & he gets the job done right when there's an issue!
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      09-10-2018, 11:58 AM   #5
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Quote:
Originally Posted by John in VA View Post
Quote:
Originally Posted by alex2364 View Post
I already got the name of their general manager and will be calling him on Monday!
Straight to the top! Please let us know how it goes.
We bought our F30 from BMW of Silver Spring, and had some issues handled there while using Sterling for routine maintenance. I got the service director (presides over the service managers & service writers) involved in Sil Spr & he gets the job done right when there's an issue!
John do you have any recommendations for a service advisor at sterling ?
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      09-10-2018, 01:50 PM   #6
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Quote:
Originally Posted by Jazima View Post
John do you have any recommendations for a service advisor at sterling ?
We worked with Sean Spicher last month. He was fine - took care of the driveability problem we had, thankfully under warranty (Valvetronic actuator, eccentric shaft, oil spraying nozzle & needle bearing, battery). I'd hoped he'd go to bat for me with my concerns about the hairline cracks in the halogen headlight covers as a safety issue - someone "from above" denied it, citing "outside influence." I might have to talk to Silver Spring about it next time I'm in the area.
The Snapper Rocks Blue 440i coupe loaner was a fun ride for the few days we had it.
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      09-11-2018, 07:39 AM   #7
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Quote:
Originally Posted by John in VA View Post
We worked with Sean Spicher last month.
He works at BMW of Sterling now!?!? Wow, what a career change

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      09-11-2018, 09:31 AM   #8
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Quote:
Originally Posted by John in VA View Post
Straight to the top! Please let us know how it goes.
We bought our F30 from BMW of Silver Spring, and had some issues handled there while using Sterling for routine maintenance. I got the service director (presides over the service managers & service writers) involved in Sil Spr & he gets the job done right when there's an issue!
I forgot to update this, but they eventually replaced the wheel after talking to the general manager's assistant twice. She was very nice and said the service department will take care of it. But the service manager and service director were less than responsive and ordered the wheel only after several weeks and talking to the general manager's assistant a second time.
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      09-11-2018, 09:52 AM   #9
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Quote:
Originally Posted by alex2364 View Post
I forgot to update this, but they eventually replaced the wheel after talking to the general manager's assistant twice. She was very nice and said the service department will take care of it. But the service manager and service director were less than responsive and ordered the wheel only after several weeks and talking to the general manager's assistant a second time.
I just do not understand how some people feel they do not need to own up to issues they cause..
they scratched the wheel
they should fix it
simple.. end of story
imo the service manager & director were NOT good at SERVICE and should be fired..
I would allude to that after you get your wheel.. if anything to save others from a bad experience at this dealership
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      09-11-2018, 06:09 PM   #10
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Quote:
Originally Posted by Jazima View Post
John do you have any recommendations for a service advisor at sterling ?
Beaver Ho at Sterling is OUTSTANDING. I like Sterling and it is the only dealership in the area that I will use (and I think I have tried them all).
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      10-29-2018, 08:33 PM   #11
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AGREE BMW sterling blows hard. They are nickel and diming now, never want to give me a loaner like "we can drop you off". I own a BMW not a Kia. Ridiculous treatment. Serviced my car under extended warrenty a few times, then decided they wouldnt anymore because it didnt have my name on it (2nd owner). What changed? And I bought the car from them under that pretense. Had the service plan to 100k Miles, and took it in when they wouldn't give me a loaner I couldn't be without a car (I work on secure sites I need to drive onto, and also its not a KIA dealership!!!) so I had to leave. When I was able to get back the warrenty had expired. Thanks I'll pay someone else for my simple oil change.

The Lexus dealership I have never pulls that crap and I'm bringing in an 03 and an 06.
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      03-17-2019, 08:01 PM   #12
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Dealt with the sales staff at BMW Sterling as was utterly disgusted by the lack of respect I was given. Complete arrogance and general lack of knowledge of the products they sell and needless today, I purchased my car elsewhere immediately after leaving their lot. Truly an awful experience there.
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      09-14-2019, 12:06 PM   #13
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Quote:
Originally Posted by X2 Monstah View Post
Beaver Ho at Sterling is OUTSTANDING. I like Sterling and it is the only dealership in the area that I will use (and I think I have tried them all).
I use to work with Beaver, so thatís where he went!
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