[[HIGHLIGHT]]My mom and I had an incredible experience at Richmond BMW Midlothian yesterday.[[ENDHIGHLIGHT]] During a road trip five hours from home, we got a flat tire and had our car towed there. Unfortunately, the service department had already closed for the day, and with Sunday the next day, we thought we would be stranded until Monday. [[HIGHLIGHT]]Thankfully, Alex Utz (General Manager) and Aaron Mason (General Sales Manager) saw our situation and immediately stepped in to help.[[ENDHIGHLIGHT]] They went above and beyond by arranging for a mechanic, who had already gone home for the day, to come back and assist us. They even stayed open an hour past closing to make sure we were taken care of. Not only did they help us get back on the road, but they did so at a very reasonable cost. [[HIGHLIGHT]]Because of their kindness, professionalism, and willingness to go the extra mile, we were able to make it home in time for Father's Day.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]We are incredibly grateful and cannot thank Alex, Aaron, and the team enough for their outstanding customer service.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]They turned a stressful situation into a positive experience, and we will never forget their generosity.[[ENDHIGHLIGHT]] read more

[[HIGHLIGHT]]The buying experience at BMW of Midlothian could not have been easier! No haggling, a great deal, no issues on my trade as they exceeded the CarMax offer, and made the process quick and easy.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]The folks here, from the manager, to the salesman, to the finance manager, to the detailers, and to the "genius", could not have made this a better buying experience![[ENDHIGHLIGHT]] This is my fifth BMW. It's one thing to own a great car, and it's another to get a wonderful dealership to support your purchase! If you want a fantastic and fun car to drive, BMW is the place to go! read more

I, myself experience recently issues. I had my car towed in for an issue with engine malfunction- not enough power- supplySpoke with service advisor- made her aware- Texted me with radiator leaking in the bay but no leak in my garage?? And that the battery wasn't correct for the car? NO problem with battery prior and fuel module replaced- did all recommendations except battery Cost $3500 When picked up- still not 90% still turning over frequently to start- Texted service advisor made her aware- She stated told u that u needed the battery- and to place the key fob in slot? Of course ended up towing it in Again x 2- Battery replaced cost $700 Still turning over few times when starting- made her aware Ended up Towing in 3rd time- Same issue as previous- She stated needed complete fuel overhaul$1700 Not very pleased with service- Not sure with last pick up What to expect with this car! Also the parts removed with fuel pump was suppose to be placed in trunk for attempted reimbursement due to already being replaced- Wasn't in trunk!!! Completely unsatisfied Will not be returning to this one in particular Definitely a Rip off!!!!! read more

[[HIGHLIGHT]]I have been going to BMW Midlothian for the past 4 years with my BMW X1 and have been impressed with my Service Advisor, Timothy Peterson, who is professional, knowledgeable, honest and polite.[[ENDHIGHLIGHT]] They do an excellent job on my vehicle and if I need a part that has to be ordered, that part arrives quickly. read more

[[HIGHLIGHT]]Charles Armstrong goes above and beyond for his customers.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]He genuinely cares and listens.[[ENDHIGHLIGHT]] Charles went out of his way to secure the car with all of my wants. [[HIGHLIGHT]]He communicated with me every step of the way.[[ENDHIGHLIGHT]] read more

[[HIGHLIGHT]]Wonderful impeccable service from Scot McCormick, service advisor he really helps you out with the best possible support.[[ENDHIGHLIGHT]] read more

[[HIGHLIGHT]]The parts department was very courteous when I called to order a needed part for my recently purchased BMW (it wasn't purchased from this dealership).[[ENDHIGHLIGHT]] [[HIGHLIGHT]]Two days later, I received a call that the part was in.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]Upon arrival, David, was very friendly and promptly provided the part.[[ENDHIGHLIGHT]] David walked me over to a service advisor, who installed the part while I waited. Great service, great workmanship and great experience all around. I highly recommend this dealership if you're looking to purchase or need to service a BMW in the Richmond, VA area. read more

You know the old saying when it comes to service you have 3 options 1.) Good 2.) Fast 3.) Cheap Pick 2 Richmond BMW appears to live by pick 0, because they make you wait for basic service. Was running an errand for a friend & took his BMW for them to apply the protection coating to the leather seats on his M6. After waiting 4 hours for them to finish the service they didn't even clean the seats & it didn't appear they even applied the coating. What's worse is my friend buys a new $120,000+ BMW vehicle from these people EVERY year like clockwork & this is how they treat his business imagine what they do to lesser customers. Additionally is what's worse is after having another BMW dealership review his previous purchases they advised us that Richmond BMW Midlothian has failed to give him all available rebates & incentives on his last 2 purchases. My recommendation is avoid this dealership, they care nothing about your business. Seen them practically ignore customers while waiting even a customer that had recently purchased a vehicle & was having software issues. Fun Fact: Even if you have BMW Connected drive & pay the yearly fee you lose Apple CarPlay unless you pay another fee. I mean for real you can get a Kia with Apple CarPlay that doesn't require additional fees. This is BMW's idea luxury vehicle service? read more

Do not, under any circumstances, give these fraudulent crooks a dime of your money. I started having issues with the cooling system of a used BMW I bought here a few months after I bought it. I'm being told it's going to cost over $4,000 to repair. I come to learn the previous owner brought the vehicle to Midlothian BMW due to cooling issues, and eventually gave up and traded it in. Midlothian BMW replaced nearly the entire cooling system prior to selling it to me. This is nowhere on the Carfax that I received, and when I had asked if there were any abnormal repairs, they pointed to the Carfax and said everything was routine. Meanwhile, a week before I bought it, it had been in their shop for nearly a month with cooling issues and they replaced the radiator, water pump, and cooling lines. That is not routine maintenance and would've influenced my decision to buy the car. It wasn't until my second time having issues with the cooling system that this finally came up. read more

06/04/2021 By far the WORST experience ever, NOT a dealership to ever be trusted. I brought my car in for inspection and asked for an appraisal for buy back. I had previously received an email from the manager regarding paying 125% of KBB value due to shortage of pre-owned cars I was called and quoted a price and told the offer was good for 5 days. I then called and set up an appointment for a buy back within that 5 day period. On the day of the appointment, 4 hours prior to appointment I received a call with the explanation the the person who quoted me the amount does not work at BMW Midlothian any more and they cannot honor the offer that was made. The person who called me said due to high mileage the approval was denied. However, then how was the appraisal done and a quote offered? They had the mileage and year of car and the car has been serviced since purchase with them. Unfortunately, this interaction with this Richmond BMW Midlothian dealership is reflective of BMW as a whole and has confirmed my impression that BMW is a watered down brand. No longer can be considered a luxury brand. Luxury brands have dignity and take pride in their integrity towards their customers. They value customers, reputation and integrity over profit and hence customer loyalty and profit then follow. Unfortunately now the lot is full of unimaginative jalopies with an M symbol attached to anything that makes a little more sound with more cost. Dealerships such as these and the experience I had at Richmond BMW Midlothian reflect this degradation of the brand. Please avoid this place at all costs. If they cannot honor an offer that was made to sound fool proof and in good faith, I am afraid to even know what other tactics they use to fleece their customers. A clear case of bait and switch. Their slogan "Ultimate Driving Machine" should be replaced with "Ultimate Lying Machine". read more

This month, I took my BMW to the Midlothian location for issues I was having and could not be more pleased with the service they provided. I worked directly with Ravin Perry (Service Director) regarding these problems and after dropping off the car, called him several times with additional problems I had not thought of when dropping off the car. He was attentive, upbeat, helpful and made sure each issue was addressed every step of the way. He also kept me informed of progress and how the issues were resolved. James Heffron (Shop Foreman) spent a great deal of of time driving with me trying to recreate an intermittent problem I was having. Although we were unable to do so, he determined what would be the most likely cause and addressed it. He and his team also addressed the remaining issues I was having. Once, again I found this representative of Midlothian BMW to be highly professional and skilled. One of the issues I was experiencing upon bringing the car in was the inability to execute a software upgrade. Austin Cramer (Resident BMW Genius) spent an inordinate amount of time with me working on this issue. Due to the many repairs including additional software issues that were addressed in the shop, my user profile was locked out. Austin effortlessly restored it and also worked with me on other cockpit problems I was having. The cockpit interface is now exactly as I would like it. Thank you to a solid team of professionals. Highly recommend!! read more

My GF made an appointment for a state inspection on a Thursday for the following Monday at 9AM. (Was told it would only take 45 mins) I arrived at 8:50AM and was told I didn't have an appointment and because no appointment was made I couldn't wait for it unless I wanted to wait for hours. I drove 25 miles out of my way and moved 2 appointments so I could wait for it. After speaking with my GF and she mentioned service person Scott took the appointment I decided to speak to him to get a better understanding of what happened to my 9:00AM appointment. He explained it was under my cell number but when Lance Malatak looked for my appointment he said he didn't see one. He asked for a name it would be under and I gave him my name and GF's last name. He said there was no appointment. After talking to Scott (another service advisor) on the phone he said my phone number would pull it up. Lance never asked for my but NOW I know he should have. So the mystery is why didn't he ask for my number as another way to look it up! Was he having a bad day? Was it racism and wanted to waste my time by having a come back? Perhaps he didn't have enough coffee? Scott took the blame and apologized but it was clearly Lance's fault and never apologized even if it was a honest mistake. Oh, Lance has been a BMW service advisor for 5+ years so you decide what really happen. read more

Dropped off my car for an state inspection and an oil change. When I went to pick it up there was an additional $150.00 air filter that the replaced without authorization. When I questioned the repair, they argued that it was ONLY $150.00. I won't be back. read more

I can't recommend this place enough! While my purchase experience was pleasant and straightforward, what has really impressed me since is the service here!! They get me in on time, talk to me about what's needed in terms I can understand, don't sell me repairs I don't need, work with me on my budget, stay in touch throughout, and send me away smiling! I LOVE this place! read more

I needed an emergency fluid leak check, coolant low warning as I was on the highway traveling , they had the car for 4 days and said they had fixed the issue, I drive less then 29 minutes away and it overheated and had to be towed back , reevaluated and found it needed a water pump , hmmmm why was that not checked when I came in with car running hot issues and needing to put in antifreeze , they actually told me that "you said you were leaking antifreeze so that's what we fixed ", really ? I would think that chief complaint warrants a cooling system complete eval, idiots !! read more

Unfortunately, my experience was less than ideal and definitely not an ultimate one. My vehicle was in for a few issues that were not resolved after spending $1,400, and upon pickup, it did not even start. This required me to leave my vehicle for additional days for further diagnosis. I was advised that all was good, only to attempt, I stress attempt, to pick my vehicle up yet again. I left the lot, only to have to return before reaching the next block, wondering if I could even make it back there, exhibiting the same issues I initially came in for in the first place. With the economy being the way it is, I really did not have $1,400 to give a shop for repairs that did not improve my vehicle. I was then told I needed to spend an additional $500, which would guarantee a fix for my problems. Shortly thereafter, I received a text that an additional $1,150 was needed. Needless to say, I had my vehicle towed there and had to have it towed back home with no resolution whatsoever. This was very disappointing coming from a dealership as large as BMW. read more

When you work at a dealership in service there are a few things that need to happen in that process which none was done by the dealership furthermore if you allow someone OTHER THAN THE CUSTOMER to decline service for a warranty job should have proof, whether that be a signature from me on REPAIR ORDER (RO) FROM OR THE THIRD PARTY REPAIR ORDER!! and you didn't provide either to me and my ATTORNEY when asked but instead told you saw the R.O that was so-called provided to you to view RIGHT MR. UTZ!?! It's also a little suspicious that you say you responded 24 hours after receiving our letter and it's been a month AND NOTHING HAS COME FROM YOU AT ALL!!! Me. Alex Utz. People I would caution you before bringing your vehicle to this dealership as you can see if the GM is not on up & up why would anyone else. read more

I will never buy a BMW again just because of the terrible customer Service. I was standing at the service Man's desk and the mechanic that worked on my car said don't give me a car like that again. I don't know what he meant.. But it was very rude! read more

This was the absolute worse experience my wife and I have ever had at a dealership service center. We were told that our turbocharge needed to be replaced. Our warranty covered the majority of costs and we were satisfied with THAT part bc we were only paying about $500,however, we were contacted on the day we were to pick up our car and advised that a technician tried to remove a bolt from the turbocharge; the bolt broke and to repair the bolt, WE would be responsible for paying $500 for the LABOR! After my husband balked at the cost, we were then told that we would still have to pay half. How do you charge the customer for the mistake of a technician?. When we arrived at the svc center, the Svc Mgr Ravi Perry told us that it is BMWs policy that the customer has to pay for the repair if this occurs bc they don't know if the bolt was corroded or if it was torqued too much when initially installed...MIND you..BMW/Carfax has all of the service records for my car, the foreman even confirmed the turbocharge had not been touched/serviced..how does a 6 yr old Ultimate Driving Machine have a corroded bolt..better yet, how does a technician and the foreman not know if said bolt is corroded or not.....I then asked the Svc Mgr to show me the policy that says the customer is responsible if the technician breaks something. He could not. I asked him to show me WHERE this was in the service contract that my husband signed prior to them servicing the car. Its not in the service contract either. It is not posted in the facility ANYWHERE. Instead of $500, I paid $850 plus an extra $146 for the rental car bc they didn't call me to retrieve my car until 5:45pm and the rental car facility had closed. I also had to take time off work.. Also, when I picked up my car, one of the service techs was complaining bc he was just made aware of a low survey score. They deserve it! I really WONDER IF the Turbocharge was even broken. At any rate, we have a consult with our attorney Thursday. Not providing a disclosure or signage about these types of costs being passed along to the customer is potentially fraudulent, especially when it comes to labor costs. We will update later. You're better off taking your car to your local BMW authorized servicer bc this dealership service center is terrible. read more

06/04/2021 By far the WORST experience ever, NOT a dealership to ever be trusted. I brought my car in for inspection and asked for an appraisal for buy back. I had previously received an email from the manager regarding paying 125% of KBB value due to shortage of pre-owned cars I was called and quoted a price and told the offer was good for 5 days. I then called and set up an appointment for a buy back within that 5 day period. On the day of the appointment, 4 hours prior to appointment I received a call with the explanation the the person who quoted me the amount does not work at BMW Midlothian any more and they cannot honor the offer that was made. The person who called me said due to high mileage the approval was denied. However, then how was the appraisal done and a quote offered? They had the mileage and year of car and the car has been serviced since purchase with them. Unfortunately, this interaction with this Richmond BMW Midlothian dealership is reflective of BMW as a whole and has confirmed my impression that BMW is a watered down brand. No longer can be considered a luxury brand. Luxury brands have dignity and take pride in their integrity towards their customers. They value customers, reputation and integrity over profit and hence customer loyalty and profit then follow. Unfortunately now the lot is full of unimaginative jalopies with an M symbol attached to anything that makes a little more sound with more cost. Dealerships such as these and the experience I had at Richmond BMW Midlothian reflect this degradation of the brand. Please avoid this place at all costs. If they cannot honor an offer that was made to sound fool proof and in good faith, I am afraid to even know what other tactics they use to fleece their customers. A clear case of bait and switch. Their slogan "Ultimate Driving Machine" should be replaced with "Ultimate Lying Machine". read more

The customer service here is horrible. I always feel like me bringing them my car and my money is a burden to them. The service folks are unpleasant and rude and it's really a shame because this is the closest BMW dealer to my home. I really do not want to take my car here again. Horrible experience every time. There was some residue on my wheels after getting new tires and the service advisor had me clean it myself instead of taking care of it for me. Black women are treated poorly here. Don't want my business? Fine - you won't get it again. read more

5 stars and I mean it. Each time I have came here they have been nothing but nice and helpful. BMW as a whole is an AMAZING company and I mean it. The financial service is wonderful. I was financing a Honda and BMW at the same time and when the Hurricane hit Texas I logged into both Honda and BMW to pay my payments a few weeks later and ONLY BMW had a heartfelt message posted to those that were caught in the Hurricane. They said worry about getting back on track as far as life. Your family is more important and if you need time to pay we understand. Honda financial services didn't even acknowledge the victims and that really spoke to me. This location and the sister location at west broad have been so nice and helpful. The facilities are so beautiful and the people are nice. Not like kiss your butt and treat you like a queen but nice like they are people too. I hate when the employees feel like they have to treat you like you are better and they aren't people too since I am not above anyone in this world. I did not buy my car from either location but they have always treated me very well and I get my services done at both. I bought the car from Fairfax BMW because they had the style I wanted. read more

In August, 2019, our 2006 BMW had 186,600 miles and the dealership rated all 33 inspection criteria as "checked and OK at this time." Two months and 1,300 miles later, a second mechanic found five service items that "required immediate attention" or "required future attention" - $2,315.30 total cost for these repairs. While the quality of their mechanical work is excellent, the facility immaculate, the employees friendly and helpful, and we have a terrific service advisor, it's very hard to trust the accuracy of their mechanic's recommendations - which one of the two mentioned above should be regarded as the more reliable? read more

Midlothian Service team gave me a great experience on 8/31/2019. Robert Downing the concierge there is on top of his game and performs his job with courtesy and kindness. Also a big welcome to service advisor Don Wood he was a pleasure to work with as well. A tip to follow stay honest and ALL the business will come your way and lead you to a very successful career! :-) read more

$130 for an OIL CHANGE????!!! Are you kidding me? This is what is it like being a woman customer at the BMW service center. They expect you to be stupid. read more

Poor customer service. Does not return calls and does not repair your car the first, second time. I spent over 7 thousand dollars on repairs in the last year. Take your car some place else to get it repaired. read more

Drove 2.5 hrs to test drive a car and they sold it the night before. No one expects them not to sell the car, but a phone-call or an email would have been nice so I didn't have to waste 5 hrs round trip driving to see a car that wasn't available for purchase. Truly abysmal customer service. Lip service and empty platitudes were all I got upon arriving. Thanks BMW Midlothian for an "excellent" experience. read more

Received a low coolant warning , took it to BMW Midlothian , I'v never been here so didn't know anybody , shop foreman Michael Salisbury was behind his screen working. With no appointment I was expecting a few hours in a chair , stopped what he was working on and immediately started assisting me , he popped the hood on my i8 went and got more coolant himself and topped me off. Expecting hours of lobby seat time I was out in just a few minutes. That's service . If you come here. Highly recommend requesting Mr Michael Salisbury. Thank you read more

Simply put - Richmond Midlothian BMW takes care of their customers. I owned a CPO'd BMW from 2010-2015 here and always received excellent service, easy to get appointments, work has always been thoroughly explained and completed with no lingering issues. My vehicle has always come back to me clean and on time. I then purchased a new vehicle in late 2014, according to TrueCar, I got a "very good" deal, one of the lowest prices nationally for the vehicle as configured. The new car has been perfect, with just an inspection and a warranty-covered trim replacement- all done as expected, on time with zero complaints. Highly recommend Richmond Midlothian BMW. read more

Absolutely HORRIBLE experience at this dealership! Do yourself a huge favor and NEVER buy anything from them, well unless you like dealing with complete bullshit managers who only want to get deep in your wallet. read more

I am very spoiled by my "hometown" BMW dealership, but this Midlothian location took care of me from out of town. They got my car in and squared away. All of the employees were very nice and professional. I even missed my first appointment and they didn't act all bent out of shape (completely my fault). They actually called to see if I wanted to reschedule - which I did! I asked for a full car check, but completely forgot to mention the windshield wipers needed replaced. Again, my fault, but I wish they had caught it during the inspection. I certainly remembered as I was driving off in the rain (insert loud screeching sound from wipers!). I would definitely trust these guys w/ my car again! read more

Service department only. Matt is great! Honest guy and totally up front. We use him to service our '01 Z3 Coupe, '18 M3 CS, '02 M5 and soon to be E70 X5M. Couldn't be happier. read more

I bought a CPO 320XI from this store last year August 20th. Since the day they delivered the car to my home, there's a strong smell you can smell as soon as you sit into this car, the smell likes from clean liquid but I can't be so sure. thought leaving windows open would help. so I left all windows open including moon-roof a couple of months in my garage, during both hot days and code days. the smell does not go away. I did not have chance to speak with anyone in this store until a guy from Charlottesville BMW store called me early last week, he was checking on me about my 320, how is it doing? since he asked, then I mentioned two problems from this car, including the smell problem. and this guy asked me dropping by the Charlottesville Store, he definitely can do something about the problems I mentioned. I live in Charlottesville, 5 minutes away from Charlottesville BMW Store. so I went to Charlottesville BMW Store on last Thursday as the guy setup the appt. for me, unfortunately the guy who called me was not there, asked another guy in sales center to help, the guy called Bryan from Financial Dept, he cannot smell, so he asked another guy to smell it, the guy confirmed the smell in entire car and also back trunk, after they talked about more than 10 minutes in Bryan's room, the guy who smelled my call came out to tell me, I have to call Midlothian Store to get the problem fixed b/c I bought the car there, anything involved cost must go to the store where you bought the car. they cannot do anything about it. I mentioned to this guy, Charlottesville BMW Store is a sister company of Richmond stores, including Midlothian store, why the problem cannot be taken care of here. they just not willing to help you out, nor treat you as valued customer. So I went back home, called Midlothian Store, somehow their GM Pam picked up my phone, I was gonna ask to speak with her b/c the guy in Charlottesville store asked me to do, I told Pam the whole story, without any hesitation she said it has to be here, although we're sister companies, but we independently owned and operated. I mentioned to her I don't want to drive to Richmond, Is there any way you can coordinate with Charlottesville Store to get the problem solved? she said no, and I was asking her How many times I have to go there, she replied me back, we can get you a loaner if you have to leave the car here a couple of days. then a guy from Service Center called Scott helped me setup an appt. Next day which is Friday 10am. I managed to get there on time by 10am, asked a couple of guys in service center, no one willing to help. until later the guy Scott said to me, he helped me to setup the appt. yesterday. he tried to smell my car, he couldn't b/c he was wearing cologne, then he was trying to get their service director Ravin to look my car, and he was not able to get him in almost an hour, I was waiting there about an hour, after I asked a few people, finally the front desk lady got a service guy called Mike helped me out, he confirmed the bad smell, the only thing he can suggest is to use ionizer to get the bad smell out, but he needs my car there a few days. then checked back with Scott, and he couldn't find any loaner car and tried to ask me drop the car the other day. I don't want to drive back home and drive there again, I told them your GM Pam said she can get a loaner car for me if I have to leave the car a few days. then they said they need Pam to approve that, then Scott told me Pam was in the lot with service manager, and then Front Desk Lady said she was on a conference call and she can't interrupt her. after another hour, almost two hours after I got there, still no one is helping this, I was not happy, complained to Front Desk Lady again. finally she got their Service Manager involved, their Service Manager said if I want, I can go to Charlottesville Store to get this problem solved, he can call the service manager in Charlottesville Store to arrange an appt. for you. I was pissed off, that's what I want in the first place when I spoke with your GM Pam, she said it has be here, b/c I bought it here. now you're saying I can go to Charlottesville Store to get problem solved, why Pam said no in first place, this is totally waste of my time, and they had no help but inconvenience, including GM, and a couple of service guys. the whole morning ended up setup service appt. with Charlottesville Store. spent another one and half hour to drive back home. Be aware of their bad service, from top GM to service member, no one would want to take care of problems for you, you won't be treated as valued customer to them and they don't care after sold car to you. I'm now so regretted that I bought a car in this store. will not want to deal with this store again. read more

This place can remodel the crap out of a building however servicing cars in. Isnt their forte. Don't bother providing information prior to an appointment if you schedule online, it's pointless and either the people who get it are illiterate or it goes off into outer space. EVERY TIME my car goes to this dealer for service I have an issue. They don't seem to see a problem in a 4/5 hour oil change. read more

On 4/3/18, I brought my 2008 328i in for pdr service and to check on why my vehicle would shake when starting & idle. Also while driving, when I would step on the brakes, my steering wheel would shake. My service advisor, Scot M., informed me that I wouldn't be charged anything without first contacting me. There were no loaners available and the bmw shuttle driver dropped me off at my next destination. Within the next few hours after leaving the dealership, I received an email from Scot M., with an auto status report, complete with pictures. Now mind you, my vehicle only had 54,031 miles when I dropped it off. The report stated that I needed front brakes & rotors (no suprise, they were done this time last year), however I was also told that I needed thrust arm bushings : Worn and leaking internal dampening fluid - $582.20. Then allegedly a diagnostic was done which determined : Connected charger and interrogated fault memory. Found no fault codes related to concern. Smoke tested intake system and found no leaks at this time. Checked eccentric shaft sensor connector and found oil contamination. So basically, I was being told that my eccentric shaft sensor needed to be replaced -$1336.18. I called Scot to inform him that I have an extended warranty. A few hours later, Scot M. called me stating that the my extended warranty would not cover the complete cost of the eccentric shaft sensor if it is a genuine bmw part. I would have to come out of pocket $200-300 to pay the difference, plus my $100 deductible. If I opted to have bmw search for an aftermarket or junk yard part (his exact words) bmw would not give me a warranty on the labor. Like I mentioned, the report had pics of both the bushings and the sensor, but no evidence of contaminated oil residue or dampening fluids were shown on or dripping from these parts, which allegedly needed to be replaced. The very next day, I decided to just pay for the pdr service & unfortunately, the diagnostic fee that I did not approve from the start. Immediately after leaving bmw, I drove my vehicle to another reputable repair shop to get a second opinion. The second shop kept my car from 4/4/18 until 4/7/18 (at my request) just to make sure that the bushings & shaft sensor connector actually needed to be replaced due to leaking fluids and contaminated oil. They drove my car every day during this time period. This shop found ABSOLUTELY NO LEAKS OR OIL from the bushings & shaft sensor. They even invited me to look under my vehicle and showed me these parts in person. #1- They determined that if I truly need bushings, my vehicle would have behaved alot worse than just a shaking steering wheel ( jerking, etc). #2- They also did a diagnostic which also resulted in no codes, like bmw's alleged diagnostic did. This shop determined that if I truly needed my eccentric shaft sensor replaced, my check engine light would have been on (which never came on). This good folks at the second shop told me that they were eager to find something that needed to be repaired (as any auto repair shop would) but could not find anything other than a brakes & rotor replacement job. Needless to say, I don't trust bmw of midloathian & they really should reimburse me my $100 for the unnecessary diagnostic, that I did not approve to begin with. This experience really makes me wonder how many other customers like myself, they have gotten over on. SHAME ON YOU! read more

We have purchased 2 new BMWs a 525xi. And a X5. Yesterday we stopped in to add some air in our X5. The service at this dealership is 5 star. While waiting we wandered in to look at the new 540. A sales rep came over ( have never seen him before) we said yes we were interested but we weren't buying today. My husband said the car was for me and that I made the decisions - my husband walked away as his car was ready --- I was still standing at the car I had begun to ask a question and the sales guy walked away and never came back??? My husband walked in and gave me a look and I said I guess he doesn't like working or speaking with women??? Maybe it's his culture ???? Doesn't he realize in today's society women are major decision makers??? I'm unsure if I will buy my BMW from this dealership -- but I will use them for service Ravin and his team do a great job! read more

We bought a used 2011 BMW 328i several years ago from a third party and began noticing a rough idle and jerky shifts from the automatic transmission. The car was still under the factory warranty, so we took it to Richmond BMW Midlothian. They needed the car for a few days to troubleshoot the problems, so they gave us a nice loaner BMW. After exhaustive troubleshooting, they discovered that the engine needed a new head and car needed a new transmission. They let us keep the loaner for several weeks while they tried to get a new transmission (they were backordered at BMW). Since the car was still drivable, they asked that we return the loaner and drive our car until a transmission could be found. Not a problem. A week later, a transmission was delivered and they asked for our car back. They said it would take several days to do the work, but we were about to leave town for vacation. They gave us a fully loaded 5-series loaner and said to enjoy our vacation! We told them that we'd be putting over 1,000 miles on the loaner and they smiled and said no problem. We got back from vacation and the car was fixed, washed, and ready for us to drive home with a full tank of gas. We didn't pay a penny, everything was covered under warranty. Our service advisor (Ravin Perry) bent over backwards to make us happy! Fast forward a year and my wife hits a coyote that darted out in front of her on the highway. The coyote did some major damage to the front end of our BMW (radiator, A/C condenser, fog light, ducts, etc.) so we had the car towed to Richmond BMW Midlothian. They put together an estimate, met with our State Farm agent, and made some changes to meet our insurer's demands. Long story short, our service advisor (Jeff Yurcaba) went above and beyond the call of duty to keep us informed and to make sure that the repairs would be fully covered by what State Farm was willing to pay. Repairs took only a few days once State Farm approved the work. Picked up the car and it's good as new again. I've always been wary of dealership service departments and I usually avoid them like the plague, but Richmond BMW Midlothian has proven me wrong. These guys are truly a class act and will take care of you. Highly recommended. read more

After receiving service for an issue caused by manufacturer defects(MPM, water in trunk), my car was improperly washed. It looks like wax was sprayed only on particular spots of the car. My headlights were also really filmy and had to be treated/repaired($50). Whatever chemical used to clean/wax the car destroyed my headlights. Still don't agree with $300 in labor for 2 fuses and connecting six wires but this was expected. My technicians comment "I had to dig a little deeper" let me know additional charges were on the way for this common issue. My MPM was installed properly, but I'm willing to bet nothing was done to prevent this issue from happening again(like cleaning out the drainage tubes). Cool guys, but every visit I've had with Richmond BMW feels like a loss. read more

Had some service work done there. from the greeter to the manager, everyone made me feel like the most important person ever. the best part was I had a price quote from another shop, midlothian matched the price with factory parts with a warranty. would reccomend their service to everyone read more

I'm so disappointed. My 5th BMW and it's been nothing but issue after issue. Luckily I purchased a warranty and they've repaired the car twice but it still isn't fixed. Now they're refusing to return our calls or emails to rectify the situation. Funny though, they were responsive when we were buying our other 3 series and Z4. They made us return the loaner prior to Christmas causing us to leave work and make costly arrangements. Within miles it was obvious nothing was fixed. I'm hoping this post leads to someone calling us back. read more