Hired this company to perform a PPI on a used BMW as I am buying out of town. Was given a clean bill of health by these people and upon getting the car it has a persistent noise. Get it back to my home town and inspected. Was told the front differential needs to be replaced entirely. A $7,000 bill right after purchase. I never would have purchased the car had I known but have no options now but to fix. This company has been of no help whatsoever. I find it very hard to believe that less than 50 miles after they inspected it that the differential would go out. The either didn’t do a full inspection or are too incompetent to be working on cars. Either way stay away at all costs. They will cost you and be of no help.
I understand you are saying the Alexandria (Pickett) location is a single independent repair facility. I do want to note, though, that the person who provided my receipt stated you are affiliated with the other German Auto Group locations. If that’s incorrect, fine, but that is what I was told on site and it contributed to my expectation that pricing would be consistent across locations.
I’m also going to restate my original point clearly: my review was about transparency on labor and how my follow-up questions were handled, not whether work was performed.
Here are the key facts:
I brought the vehicle in for hesitation during acceleration. I suspected a misfire, and your team confirmed a misfire after a $179 diagnostic. I was told that diagnostic fee would be applied toward the repair.
I was quoted $969 for spark plugs and ignition coils, and I authorized the work based on that quote. After the car was already at your shop, I realized I had intended to go to the Springfield location, which quoted the same repair at $658.
The invoice reflected $537 in labor and $381 in parts, bringing the total close to $1,000 after taxes. What was never explained was how the labor hours were calculated for this job. Replacing plugs and coils is generally straightforward, and access to the plugs requires removing the coils anyway. So adding coils does not reasonably translate into multiple additional labor hours. I’m confident this did not take an extra three or four hours of labor beyond a basic plug service.
When I asked for a clear breakdown of the billed hours and rate, and whether any adjustment was possible, I was told the price was firm, without an explanation.
I understand shops set their own rates. What I expect is transparency and a professional explanation when a customer asks how labor is being billed.
Also, the Ruth’s Chris vs McDonald’s comparison in your reply came off as dismissive. If your position is simply that your shop charges more because of labor rate, book time, warranty, or testing procedures, that’s fine, but it should be explained directly.
If you’d like to resolve this, please send an itemized breakdown showing:
Labor hours billed and labor rate Any book-time standard you used (if applicable) Parts list with part numbers Exactly how the $179 diagnostic was applied If the breakdown supports the charge, I’ll acknowledge it. If it shows an overcharge or misunderstanding, I’d expect a reasonable adjustment.
Happy overall with the service. They let me drop my car off right at closing and had it ready the next day. I just needed a battery replacement. I will say, the labor cost felt quite steep for something that simple, but they didn’t try to upsell me or make it seem more serious than it was. Seemed like honest, straightforward people, and I appreciate that. I’d definitely come back.
Great service fair pricing very accommodating regarding emergency or last minute problems. Adrian is very knowledgeable and doesn't try to up sell you something you don't need.
If you want to take your car somewhere without worrying about having it done right the first time...these guys are great! Customer service is 2nd to none. If your waiting for service the waiting area is always clean, bathrooms are clean and kitchen are always has a cold beverage. I come all the way from Maryland to get my Mercedes serviced here! They won't let you down!
First time customer. My first impression was formed when speaking over the phone twice to Adrian. His tone then and in the shop seemed genuinely pleasant. The atmosphere from the receptionist to the waiting room and clean lavatory was positive. The Audi work was impressively good and parts were on hand. They even washed the SUV. I am so pleased with my decision to visit German Auto Works (600 S.Pickett) on Saturday for my 2009 Q7 immediate need. My Audi has always been serviced at the Audi dealership, but now too expensive. To that end, I plan to return to German Auto Works for my old Q7 upkeep. Thank you Mr. Adrian for your excellent customer care and honesty. The last words that were said by the Receptionist/Owner as he handed me my receipt was that, "We Guarantee Our Work".
Brought my car in for an estimate because antifreeze is leaking somewhere in the cooling system. The estimate I was given was a little over $3900. I was going to proceed, but instead I asked them to hold off and send the quote to me in writing. Their estimate seemed quite high. I compared it to a bill for cooling system repairs I had done last year at Skyline Automotive; they’re also expensive but they do great work. It turns out that most of the repairs German Auto recommended were just completed ONE year ago. I brought my car to a third shop, showed them the list of repairs I had done compared to what was recommended by German Auto (didn’t show prices) Initially I thought Skyline didn’t do the work, so I also reached out to their General Manager. So far, it looks like all my car needs is a new water pump. German Auto may be fine for established customers but I’d advise new customers to proceed with caution.
Had my 2023 Audi Q3 serviced for the scheduled 20K checkup. Price was significantly less than the quote from the Audi dealership. I was in and out in about 1.5hrs and their waiting room was nice enough with good wifi so I could get some work done. Would highly recommend anyone giving them a call before taking your Audi into a dealership for service.
If i could give 10 stars i would. I’ve been coming here since 2022 and no other shop is like this one. I always feel like my car and i are in great hands. They are polite and honest with you. They don’t take advantage of you they explain everything. They get you in and out for a simple service. The gentleman at the front desk is always such a pleasure. I will always come here because they are Top Tier! Thank you Adrian and team!
I was taking my car here. I had an issue with my car and took it in and they told me they checked everything and couldn’t find anything wrong. Me knowing how my car drives knew something was wrong. I ended up taking it to another shop and they identified the problem. So I am going to start taking my car to another shop. I’m so glad I took my car somewhere else cause I don’t trust taking my car here anymore.
German Auto, I would like to thank you once again for Great service and pointing out to me a repair that was needed! On my Audi A6....Ms.Jen, Mr. Adrian, and the whole team from the front desk to the service area THANKS. I appreciate the advocacy with my extended warranty by Ms. Jen...This place is SUPPER Awesome... highly recommend!
I came here accidentally thinking I had scheduled an appointment to this location compared to the same named organization at a different location. I spoke to who I believe is the owner of this location who was very kind and understanding, to see if he (they) could still operate on performing a front rotor and brake replacement on my 21 Q8. Thankfully he said yes and that he would call me the same day once done. As the day was getting later I decided to call the place before it closed on the status of my vehicle. Apparently the person at the front desk never phone called me that my vehicle had been completed hours ago. I’m still giving this place 5 stars because I wasn’t in such a hurry to pick up my vehicle, but the lack of communication would have otherwise been an issue if I had actual plans that day.
This place has amazing customer service, and if you need to stay and wait for your car they offer a waiting area with comfy sofas, magazines and a TV. Or there are office spaces that you can use if you need to work. I’ve used both over the years. Their service is pretty on point and they work rather quickly, no issues with delays and they keep an open line of communication for updates on your vehicle.
I was a little disappointed in their pricing structure, which is very much like the dealership… and why I stopped using the dealership years ago. For my older 2009 Audi Q5 I have to pay for just about everything out of pocket at this point and the labor on the repairs is way too high for the older model car. I just don’t understand why they don’t factor in the fact that if they’re already under the hood and have taken out most what’s needed to do multiple things, why are you then charged for labor individually. As though they are taking things a part doing one fix, putting it back together… then taking it apart to do another fix and putting it back together… and so on. Just doesn’t seem logical and makes the service way too expensive. Time for a trade in
Adrian is an honest person with encyclopedic knowledge about German cars. I called about a pre-purchase inspection and he ended up diagnosing a problem that I’ve been having with another car of mine for years over the phone! I’ve taken the car to 3 different shops and none of them could figure it out.
A good mechanic is worth his weight in gold, and I wish more shops were like this.
I want to thank Adrian and the team for doing an outstanding job on my 2015 GLK 350. My car runs like it's new and very fast I am giving a 5 stars because you guys are the best in Virginia. I could have taken my car to the dealership but NEVER would have gotten this type of service. So if you are out there and have a Mercedes or any other type of vehicle and looking for an awesome auto shop bring your car to German Auto Alex VA you will not be disappointed the prices are good and reasonable. I thank God my car is back on the road and German Auto did an outstanding job.
Long story short, I brought my car (in virtually perfect condition) in for very routine maintenance, and was unable to drive it home. I had to have it taken to the BMW dealership next door for an additional $1300 in repairs.
I am EXTREMELY disappointed in this place. I have been taking my car here for several years for the convenience of not having to deal with the dealer, however I will NEVER be bringing my car here again.
I brought my car in for very routine maintenance- brake fluid flush and cabin air filter change (maintenance I was told that would take about an hour). Several hours later, I was told that the maintenance was completed, but that the airbag light was now on. The mechanic and GM, Adrian, told me that a transfer case module had gone faulty and that the timing was “bad” because it supposedly happened to go bad on it’s own during the time they had my car. (Spoiler: they were completely wrong about this diagnosis)
I found this extremely suspicious considering my car had zero issues when I brought it in, but nonetheless I paid my $450 bill and left. As soon as I got into my car, I saw a myriad of alerts and lights pop up on my screens (including the brake fluid light), so I headed back inside.
The mechanic and Adrian took my car back to the garage to evaluate it again. They blamed all these additional issues on the same transfer case module. Again, I called b.s., but decided I wasn’t going to continue going back and forth with them on it in the waiting room.
I headed back out to my car to leave and as I attempted to drive away, I realized my power steering was now broken. Again, I headed back inside and the mechanic took my car back into the garage.
They continued to say that this issue was connected to the faulty transfer case module that just “happened” to break while they had my car. Adrian also said that the mechanic “hadn’t noticed” the power steering being broken, which is absolutely insane and difficult to believe.
I was forced to leave my car at the shop and have them drop it off at the BMW dealership for me. BMW diagnosed the issue and the issue was NOT the transfer case, but another issue that was “extremely likely” to have been caused by German Auto Group’s error and cost me $1300 in repairs. German Auto Group refuses to give any sort of refund for their negligence saying that they have nothing to do with the issue, even though (as they said) every system and parts in a BMW are connected and affect each other.
Due to the customer service alone, I look forward to my appointments at this shop. They give personalized service to each customer, never push unnecessary services or maintenance, they have reasonable prices, and I absolutely trust them with my car. Highly recommend.
I tried to get a part installed. They quoted me $420 plus a shop fee he said would be added on. I went to the Mercedes Benz of Alexandria dealer up the street and they did it for $230. These guys are thieves. One time my tail light was out and I brought the bulb and asked them to replace it with the oil change. The guy says I had a faulty SAM whatever that is and says it’s gonna be $1,900. I went to a gas station and the guy installed the bulb without problems in three minutes for $10!
Bring your Audi here and they know how to care it! They done EXCELLENT WORK, EXCELLENT SERVICE!! I came here for the oil change, Adrian done a smooth and excellent job, and they also washed the car which surprised me! Definitely will come back for every other service!
Reasonable pricing for a suspension diagnostic $90. I waited in the very comfortable lobby. They have private rooms if you need to get work done. Almost a full kitchen set up with coffee and tea.
After about 1 hour, I was out the door with the diagnostic and detailed quote for repairs. The specific noise I heard was a simple loose bolt they tightened for me, and now it's gone! Yay, thanks so much, guys!
Bring your European car here! Aaron and the crew know what customer service means, in every sense of the word! Had the transfer case replaced on my BMW X5 at a more reasonable cost than what the dealership was asking. Experienced mechanics and wonderful staff.
Went in for a code that was causing my BMW not to start, Gio was able to help me out quickly. He diagnosed the issue got his team on it and resolved it quickly. Everyone there is friendly and responsive. They made me feel comfortable throughout the whole process, providing me a space to work and water. Highly recommended, as I will only be doing business here!!!
Up to this point, I’ve taken my Mercedes CLA to the dealership for everything. Well I decided to try someone different when they quoted the cost for Schedule B service. Am I’m so glad I did. I called this morning and got same day appointment and my car was on complete within a couple of hours for more than half the cost! Do yourself a favor and give them a call. Customer service is impeccable and prices are reasonable! Shout out to Adrian-super impressed with overall experience. Def will be back!
You get what you pay for, applies here. Being an aircraft technician i have extremely high standards when getting maintenance done to my car.
Got my timing chain and front suspension done on my 2012 VW GLI and my car feels new again. Even my engine rpm are down, used to be 2500 at 70mph now its 2100 at 70mph. Meaning the engine timing and components improved. And with the suspension vibrations are gone and the car feel smooth.
If I was still living in Alexandria I would only rely on them for my maintenance.
Great customer service, efficient services completed, and professional. Hubert provided excellent customer service ensuring that I was being taken care of. Their mechanic, Jong, was also very professional and efficient. No matter what I needed done, they were both willing to help me and provided reasonable pricing for the services, which can be extremely pricey for a BMW. Overall, will be sticking with them for my car needs now and in the future.
I brought my car (2008 Audi A4) in for service after my oil light came on. I was most impressed because before I drove it in, the manager of the shop called me and insisted I check the oil level. There was not enough oil to drive, which I would not have assumed. He stayed on the phone with me and walked me through how to add oil to my engine before I drove in. Supreme customer service!
The shop is clean and every person I interacted with was pleasant and friendly. After getting a full diagnostic, GAGA walked me through every repair and answered all of my questions. They were fast and efficient and the work was good. I got the repairs done in July 2020, and in November my car is running in tip-top shape.
I am very pleased with the quality of the work and the level of customer service, especially as a single woman who has had mechanics (here's looking at you, Audi dealership!) overstate repairs, make up unnecessary repairs, and try to scare me into repairs. I am very glad I found and used GAGA, and I can't imagine taking my car anywhere else as long as I'm in the DMV!
I am writing on behalf of Martha who assisted me with an auto repair and diagnostic on my 2010 BMW X5. I am happy to write a great review for Martha who provided me five-star customer service and helped me to get my headlight fixed. I saved around $2500 by not having to replace the entire left headlight assembly. Instead Martha and her team provided a solid diagnostic and determined that the headlight wiring and functionality was not damaged but just needed replacement of a new ballast. They replaced the ballast and the headlight has been working great ever since. In my opinion, German Auto Group is a fair and honest private car dealership that does better service then the BMW name brand dealership. Their technicians are very knowledgeable and do great work. I’m recommending German Auto Group to anyone in the future that needs service and Martha is you go to Service Advisor.
My new best friends! I took my 2013 BMW X5 here for service and brakes after years of being railroaded by the dealership across the street. The staff promptly greeted me upon my arrival after setting an appointment the previous day. The staff is professional, courteous and repaired my car in a timely manner. Even though I know nothing of cars they took me in the garage to show me the issues. I appreciated being able to work in their private office suites while waiting on my car and they also have a nice clean lounge area. I will only bring my car here now! Wish I had found them sooner.
I came in for brake work and the price seemed reasonable. However, I brought my car in at 10:30am and although they told me the parts should be in by 1 and they would work on it then, they didn't work on it till 5:30. So I came in at 2pm to pick it up and waited 4.5 hours. Since I had waited, they were nice enough to offer me a free oil change on my next visit. I thought that was very nice of them until I called up the next week asking if I could come in for the free oil change. They lied and said they did not say that but they would take care of me and offered me $20 off. I hung up the phone. Terrible customer service. I just hope the brake work they did doesn't match their customer service.
***NOTE: After I made the post, the manager called me and did offer to honor the free oil change. I appreciated this gesture and accepted his apology. Especially with him calling about 15 minutes after my post. I upped my stars as the work was a good price and it seems that they do care about their clients, just a bad miscommunication.
Oct 16, 2017
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