The whole staff is amazing especially Francine!!! From the moment you walk you are greeted with kindness!

My wife had negative equity on her vehicle so I made a deal with the "dealership" that they would eat $1,100 and I would pay $2,000. I paid $1,000 up front and the rest was in $500 every 2 weeks. I was told that they would take the money out of the account but when the time came to pay, it remained in my account. They call 4 days later saying I was late on a payment and need to pay it and claimed they did not tell me they would take it out. They sent a link twice because they messed up on the first one. Paid it! Now on 6/25/26 I was sent an email stating that since I did not pay my other $500 payment on 6/23/26 it will be turned over to collections and legal action will take place if not paid in 14 days. I call them today 6/26/26 and I was told that they will be sending me a link to pay the rest of the payment. How do they expect me to pay them money if they have to send the link for me to do it? Horribly ran and would not recommend. read more

Part 2 - My Experience with Casey BMW of Newport News I purchased my vehicle from a dealer in Florida at an auction. Initially, I was impressed with the car. After reviewing the Carfax report, I didn't notice any major issues. I drove it from Florida to Virginia without any problems. A few months later, around August 2025, the check engine light came on. I took the vehicle to Casey BMW for an oil change, diagnostic, and troubleshooting session. My goal was to identify the cause of the light and uncover any potential issues I might not have known about. The total cost of this visit was over $1,000, but I was dissatisfied with the service advisor's attitude and found her to be rude and unprofessional. After that visit, I drove the car for about two weeks before the check engine light returned, this time accompanied by loss of acceleration power and overheating. I pulled over and contacted Casey BMW for a tow. When I spoke to my advisor, she stated another diagnostic was needed. A few days later, another advisor took over my case, informing me that the first advisor was out of the office. She reviewed my warranty claim and identified several issues: * Inadequate turbo lines * Faulty water pump * Malfunctioning thermostat * Gasket replacement required The initial repair estimate was $7,500, but after contacting my warranty company, the dealership adjusted the cost to approximately $5,750. Although I was told repairs would be completed within a week, I waited five days before calling for an update--only to learn that they were still waiting on parts. When I asked about a rental vehicle, I was told none were available. After being transferred to the rental department, I was able to get a vehicle the following day. After about a month, I finally got my car back. Two days later, while driving home, I noticed that the acceleration issue returned, though the overheating had stopped. I immediately contacted the dealership, and the advisor told me to bring the vehicle in for another diagnostic. During this visit, the advisor mentioned a timing belt replacement record that should have been caught earlier. This discovery came after I had already spent over $4,000. Had proper due diligence been done during the first diagnostic, I could have made a more informed decision about my vehicle and potentially avoided unnecessary costs. When I asked about this oversight, the advisor became defensive and repeatedly spoke about diagnostic codes without addressing my concerns. She denied knowledge of my prior visit. When I mentioned transportation, she said all rentals were unavailable and made inappropriate jokes about how I would get home. Fortunately, the rental advisor overheard the conversation and immediately arranged a rental vehicle for me. Before leaving, I spoke with a manager and shared that while I was satisfied with the mechanical work, I was disappointed by the customer service experience. Later, I discovered through an email from my warranty company that a new claim had been filed -- something the advisor never informed me about directly. When I called Casey BMW for clarification, I was repeatedly interrupted and had to ask to speak to a manager. I spoke with the manager last night and plan to return to the dealership today to continue resolving these ongoing issues. read more

Never one to complain and understand service timelines. Also normally great about keeping my composure, but today lost my cool a bit. Two vehicles in for service for my extended family this month and both had issues/delays when being addressed. If you desire timely good service for your BMW, do NOT use Casey. Literally scheduled for an 8 AM Friday appointment, informed it would be ready for pick up at 5:15 pm when following up mid afternoon. I had an item to take care of and asked to pick up Saturday morning was assured no issues. Fast forward to Saturday morning and car is still on rack in pieces for strut replacement. No call back Friday evening or Saturday morning for delay or concern with repair, discovered when they were unable to locate keys during pick up. Would have no issue had I been informed there was a delay and more time was needed, but that never materialzed. Zero compensation for wasting a double drive to and from Casey for my wasted time (oh hold on offered a loaner that I do not need) and false promise after services paid and informed complete. After spending nearly $5K for service over last month one would hope they could get it right. Once is a understandable for a bad or busy day, twice is incompetence. Highly recommend steering clear of this service department outside of oil changes and even for those be prepared to wait an abnormal amount of time. I should have listened to my own advice from previous review, if I did not have the prepaid oil service I would never return to this service department and once it expires I likely never will. Take heed in the other 1 star reviews for this dealership. They need to seriously take a look at their management and customer service practices! read more

Our salesperson, John K, was easy to work with and very professional. He was also incredibly friendly. I had an issue with a missing owner's manual, and he was apologetic and quickly ordered a replacement, which I received in less than two weeks. If you're looking for a car and prefer not to be pressured, John is the right person for you. Overall, I had a wonderful experience. Amazing customer service! read more

Beyond pathetic "buying" experience. I live 2 hours away and they had a specific vehicle I wanted. I asked for basic info about the vehicle, like service history and a walk around video. 4 different people called and emailed me, saying they would retrieve the info. However they kept questioning me about if I had a trade in, whether I'd be interested in other cars and if I could just stop by in person (all 3 were a no from the start). Despite never providing the info I asked for, they continued to follow up every few hours asking if "I had what I needed" and continuing to question me about the above. It's almost as if I was dealing with AI and not real people. To this day I have not received any of the info I asked for, and they continue to call me. read more

I would rate Casey BMW a minus10. Their service is horrible. Their parts and repair pricing are at least double if not triple what one would be charged other places. I had an appointment on 17 April 2025. I took in my BMW X3 and when I got there was told; Oh, we can't get to it till next week! I was given an appointment for 22 April 2025. I took it in and they accepted it. I called that afternoon at 4pm and was told that they would have to look it up and would call me right back. No call by 5pm and they had gone home. I called the next day and was told; oh, we had to order parts perhaps tomorrow. Called on the 24th and was told that the parts would not be in until Friday except I had just received an Email from Casey BMW that they had received the part at 8:05 that morning. No call on Thursday. I received a call from Casey BMW on Friday about 8:40 am and was told the car was ready. I asked what the bill was and was told $3,259.31. When I arrived to pick it up the bill was $4,395.83. When I pointed out that their charge for back gate spindle driver of $658.99 x 2, was over twice the price if I had ordered the part directly from BMW. BMW parts charge $327.50 per spindle drive which for two should have cost $655.00. They charge $591.95 to remove two bolts and unplug a cable and installed the part by securing two bolts and plugging in a cable. I also had my disc break pads replaced. They charge $1021.98 for the break pads. I hate being disrespected by being overtly lied too. This is unacceptable. Their pricing is highway robbery. read more

Can I put a zero rating here!? But I'll put a one for the nice guy in the service area. We've been to many BMW dealership/service location,from west coast, midwest and in the east coast, this is the worst BMW dealership/service location. I scheduled the service 3 weeks in advance, the lady on the phone even confirmed my appointment a week ago and when I called to confirm a day before they said that I haven't book anything. This is not the first time.I don't like posting a review but this time I need to say something. read more

took our 2007 BMW 325xi to get an estimate to fix our rear passenger window due to it would not go up... after their evaluation they told us it would cost approximately $900! crazy! so we reached to a certified BMW repair shop and they quoted us a price for less than $400. Casey has a ridiculous mock up on their service and parts. They use genuine BMW parts and is giving us a warrant! NOT going back to CASEY for repairs or service on any of our BMWs! need repairs call my man Chris in P-town at Import Connection! He use to work for BMW and is a certified mechanic ! nice people and will get you right read more

Horrible! Called a week in advance to schedule an appointment to pick up an ordered part and have it installed. During the appointment call, I was told the part would be at the dealership in a few days. Upon arrival, no record of the part being ordered and no apology for the inconvenience. To add context, I have purchased three vehicles from this dealership and leased one. Zero appreciation for my loyalty and complete lack of competence in the service department. I could add more to the story but honestly think they simply do not care enough to take any more of my time elaborating. read more

Sade is phenomenal!! We didn't end up buying a car, but she spent so much time with us and was very down to earth. If you go to this dealership, ask for Sade!! The 5 stars is for her! read more

In March, I visited Casey BMW to trade in my 2018 330i for a used X3. However, I discovered that my car had been in an accident, and its value was only $5,000, while I paid $27,000 for it. The way I was treated was unacceptable, and the staff's behavior was completely unethical. The General Manager tried to gaslight me into believing that what he was saying was correct. I lost the car I wanted and went through a lot of embarrassing and stressful moments, along with the mistreatment of the staff, especially the General Manager. After several weeks of battling with Casey, they changed the Carfax to state that my car was not in an accident and admitted that they replaced the bumper, which wasn't a big deal due to their cost to fix. However, they still haven't come clean about why they had to replace the bumper. In March, the General Manager called me to ask if I would give them another chance, saying that Art Casey was getting me an X3 similar to the one they had created me to lose. However, it has been almost a month, and I haven't received any response or call back. My car now has three Carfaxes. When we compare them, it is clear that Casey removed the accident from the Carfax when I purchased it. It is unacceptable that they have the power to change a Carfax so conveniently. I urge anyone thinking of buying from Casey or trading with them to make sure they have all the information. Obtain a Carfax on your car before you go in, and when buying, get your own Carfax. Don't let Casey BMW take advantage of you like they did to me. read more

I absolutely hate this place. WILL NOT BE RETURNING. The only good part about this place is the sales department and barely that because the front desk receptionist attitude is ALWAYS nasty. The services department is the absolute WORST especially the service manager. We've been to this place 3 times and every single time it's been an issue every time. The first time they had us waiting 6 hrs for an oil change and fluids top off which was covered under our warranty. They gave us a $275 bill for services we didn't even need. The second time we had to get towed there due to our tire popping. They said it would be ready the next morning due to them having to get the tire from another dealership. The car wasn't ready till closing time. Now this time. Our appointment was at 8 AM so we did an overnight drop off. The appointment is for brakes, wheel alignment and a diagnostic test. They called and said they haven't even started on the car and don't understand what the diagnostic is for. I hate this establishment! We're going to checkered flag and will not be returning. I do not recommend this place for service at all. This is a really bad look for Casey and I say that because I loved Casey Honda. read more

Told the dealer i wanted AWD and a lower montly car payment than my current car. The sales manager had no idea that i even wanted those terms. Came in to look at an X1 and they tried to sell me an X3 for even more money than i was currently paying. Undervalued my trade for 10k and if they had actually bought my trade in at value i couldve bought the BMW they actually showed me. Instead i was offered $600 OVER my current payments with complete disregard as to what my first demand "lower than my current payment". Its like everything i said was completely ignored and they just made their own rules and terms. Considering i was the ONLY customer in the entire dealership you wouldve thought they wouldve been a little more accomdating. Sometimes you have to LOSE in order to WIN long term. They lost short and long term. read more

I have a BMW X3; I've taken it to Casey 4 or 5 times. The forts 2 times were not great, but my service advisor Mike Lewis, who I see is mentioned in someone else's post, was at least honest and thorough. However, the last three times I've taken my car there the service has gotten worse and worse. I don't want to make this too long, so I'll say this... They're completely inefficient. If you don't mind having your day wasted by a car dealership then you won't mind Casey BMW - Appointment times, call backs, common courtesy are not common at Casey. Avoid at all costs! There are BMW dealerships in Virginia Beach and Richmond. read more

This dealership is a rip off. I spent a fortune replacing an engine and it lasted 2,000 miles. The engine is covered under the third party they recommended but they will not install it even after I spent thousands weeks ago installing the last one. They have never fixed things the first time in the 2 years I have been going there but have always honored their work and fixed it until now. This time I was told since they did not make a PROFIT on me, they will not do the labor. I understand business have to make money to stay in business but maybe if things got fixed right the first time, I wouldn't be in this situation. What kind of business are they running here?!? Now I am stuck with a car with a bad engine, an engine that works, and having to come up with another $6,000 for labor for the install all because they went back on their word due to their bottom line. I was yelled at by the VP, Bruce Hitt who told me that I ripped him off since he didn't make a profit. I think the worst part was I was always given a loaner too for service and this time they told me they wouldn't give me one too cause it would cost them too much. There were even times my car went in for service and I got it back with worse problems. Not like they cared, my third party warranty was covering things. Stay away from them! Sad part is, 2 cars purchased from them in the last year and 3 serviced by them. It's not like I'm a new customer, I am a years long loyal one and they screwed me over. Watch your back customers cause they don't care about ANYONE! This was the final draw for me. I did not give them anymore business after this from ANY of my vehicles. read more

Brought my bmw in for active shutter recall. Repair was satisfactory and my car was only in the shop for 5 days with a small delay while waiting on parts to arrive. I withhold 1 star because they never called me with an estimated completion time once parts were ordered but they did send me an email telling me that parts were on order. I would take my car back to this dealership. read more

A senior family member of mine, who trusted Casey was mistreated at this location recently. She went in for regular service and spent about $1,000. While she waited, her "friendly" salesman, in the process of trying to get her to buy a *new* BMW, spent some time talking to the service department and, I believe, had them rig her car so she would need to get a new one. He had been trying to convince her the car was on its last legs so, he either enlisted Service to help him or Service does not know their car very well, because she was stranded on the road within three days. A 70 year old. After having a thorough review and more than $1,000 in repairs. We will NEVER patronize ANY Casey dealership again. I'd rather travel out of state. read more

I have been lied to by the service consultants managers so many times and have just given up to give this dealership the benefit of the doubt. The last trip in I had the first appointment of the day at 7:30am and they didn't have my car ready for 5 hours just for rear brake pads and fluid flush. Then to top that off they charged me a 2% service fee to pay with a credit card. It's 2023 folks who does this, it's the price of doing business and for the rates you charge for parts etc.... a disgrace and disservice to your customers. NEVER going back to any Casey dealer again! Don't use this dealer for service! read more

Having an attitude towards customers that want to give you their money isn't a good way to start a relationship. The finance manager shouting and calling you dude, doesn't exhibit the professionalism that BMW is known for. If it's just service you're probably ok here but I would avoid the purchasing side. read more

IF you have a MiniCooper...DO NOT...DO NOT take it to Casey BMW. I've taken my 2013 Cooper there three (3) times. On 9 Oct...picked up 16 Oct and 20 Oct for the same issue. First, they admitted their techs prefer NOT to work on them BUT, they accepted the job...collected the $2700 warranty payment and NOW, want ME to take the car to Mini Cooper in VA Beach for a diagnoses (and tell VA Bch Mini sold them, Casey, the part)...I say "absolutely NOT". I'm still driving around with a default airbag sensor light. I've contacted the Nat'l Highway Traffic Safety Administration (NHTSA). Oh, had they looked, they might have found what might be the problem:"BMW Recalls 91,800 Mini Coopers for Airbag Sensors Retrieved https://www.caranddriver.com/news/a15355121/bmw-recalls-91800-mini-coopers-for-airbag-sensors/ read more

Please do yourself a favor and do not have your car serviced at an Casey Automotive Group dealership. I had an issue with the well-documented problem of the shark-fin antenna leaking and damaging the TCU module. BMW corporate was told by Casey BMW that I caused the leak and therefore BMW would not cover the damage. This was an outright lie and done only to cause me to pay for the entire repair amount of over $2,500. They lied to BMW because they would have received less from BMW than they did from me! read more

DO NOT BUY OR USE THIS BMW DEALER Unlike all others, they will not offer to pick up/deliver your car (esp if you are a young woman). They do not offer loaners. They promise 2 hours and 5 hours later not ready. Buy your car from a dealer than gives you service. read more

Picked up my car for the 4th time, in 2 months. Took my car in to have light scanned. I've told everything that my car was fixed, and good to go! The light has come on the next time I started the car. Everything. Today the light wasn't even turned off too have it come back on. I was basically told that none of the technicians were good enough to figure it out. Curious. Still haven't heard back from the manager, but I'm not taking the car back there anyway. Go to checkered flag read more

Buyer and seller beware. I was looking at a pre-owned 2018 X3 that they had on their lot, and also looking to trade in my 328i (which I bought from them). On the 328i, I showed them a written offer I had from CARVANA for $15,700, and said if they wanted to match it I would sell it to them, since I figured that if they could make a couple of thousand re-selling my trade-in, it would help with the price of the X3. They came back with $13,500, and a bunch of nonsense about Kelley Blue Book values etc. Then, with the X3, I had done a ton of research. Their price was very high at $39,975 plus their absurd $799 "Dealer Fee". They would only down $500, and wouldn't move on the dealer fee. Instead, I found the identical car (year, mileage colors) BUT with $2500 more in options (HUD, Apple Car Play, etc.,etc.) at CARMAX for $36,900 + $300 dealer fee. I sold the 328i to CARVANA, which was a seamless experience, and bought the X3 from CARMAX across the street. So, the net result was that my net cost ( purchase price minus trade-in, and factoring in the extra options at depreciated cost) going with CARVANA / CARMAX was $21,509, vs $28,674 had I done the deal with Casey. Of course someone will buy the car from Casey; overpay for it and make a lousy trade-in deal. That's how they got as big as they are with all kinds of dealerships. Good for them, since that's what business is all about. On the other hand, I don't throw away $7,000. read more

Manager ryan gave offer for trade in to go toward car purchase. He Stated in email before i came in that numbers are solid if car is in good condition. Car to trade in was in very good condition. He totally changed/lowered offer significantly when i arrived. He made multiple excuses why. In addition he was very rude and dismissive. Worst experience ive ever had with a dealership. I recommend stay away esp if deal with that manager read more

Service Dept Review: Very unhappy withh this service dept. Worst ever! 1) I called them everyday my car was in the shop and received no reaponse until the last full day my car was there. The manager never returned my call. 2) Absolutely none of the regular maintenance was performed as requested. (What place does this?!) 3) Not even certain if the recall the car was brought in for was performed. The inside of the hood was covered in leaves so I know they didnt perform it from outside the vehicle. 4) They recommended very expensive repairs on my vehicle that were unnecessary at the time. Only one repair (confirmed by another shop this morning) is necessary. All others were smoke. One of the main repairs was actually completed 4 years ago at another repair shop and another repair shop was able to tell that just by looking at the car. 5) they didnt even vacuum the inside of my car and the exterior clean was horrible if it even occured. Ive never had a dealership return a car dirty! Overall Casey BMW was a horrible experience! I would NOT recommmend people take their cars for service or repairs here. Make the drive to VB or Richmond. If you do and they recommend additional repairs make sure to get a second opinion!! read more

I have received constant false information from my service advisor as well as not being able to reach her for days at a time while my vehicle sat in the lot waiting to be repaired. After they finally got to my vehicle, I spent almost $2000 for them to "repair" the problem only for my vehicle to break down on me a day later with the same problem that I brought it in for. When I brought it back in, again I couldn't get in touch with my service advisor and no one else could tell me what was going on. 3 days later she called to tell me that they figured out what was wrong and the cost to repair it would be $3300. I authorized the services and again was left hanging for days as far as the status of my vehicle. Was lied to that the parts were ordered but they weren't so I had to leave it there for another few days. Then was asked if the mechanic could drive the vehicle home that night just to be sure that the problem was fixed. I reluctantly said yes because I wanted to be sure everything was good. Then was told the vehicle was ready the next day so my son and my fiancé went to get it and the advisor wasn't there, no one could /would help us- they just said the vehicle wasn't ready. The next morning the advisor finally called and said that it actually was ready but the tech never returned the keys because he had to leave for an emergency. Finally got the vehicle and two days later the vehicle is still having the same original issue. Now I feel that I just paid a whole lot of money to replace parts that maybe didn't even need to be replaced! Was given the service manager's number but he will not return our calls. I expect this kind of bs at a repair shop that doesn't specialize in BMW's but at a dealership???? read more

three lights came on on the dash so I took my z4 to Casey to have it checked out. They said they had to keep it overnight but did not have a loaner car for me to use. they said it would cost $2500 for the repair I left my car for the repair. when I picked up my car the next day I decided to go shopping. while out driving around those same 3 lights appeared on my dash again. I was livid. I drove directly back to Casey and demanded my money back or for them to fix my car. well this time they found a loaner car for me to get home. They then did the repair instead of hitting the reset button as they had done previously. They were apologetic but that was the last time I used Casey to repair my cars. I had Three BMWs that were serviced at Casey and had been a long time customer. I don't enjoy being ripped off for $2500 and they have lost a good customer. read more

Left 3 messages and an email over a 6 week period of time and no call back! Service has gone way down because Mike Lewis is no longer there. Taking my BMW business out of town!! Worth it! read more

I received the front tow hook cover and installed it yesterday evening but it didn't want to stay on so I had to modify the tabs so it would stay on. Lloyd was very friendly and made things right and I am happy with the tow hook cover. I was even impressed that Lloyd was wearing a pink polo shirt to show his support for breast cancer awareness month. Thanks again Lloyd Mike read more

See all

I have been with Casey BMW for 12 years! I recently had a 9am appointment for an oil change. When I scheduled my service I was told I would be done by noon. I checked in my vehicle the day before while the service department was still open and was told my advisor A.J would contact me in the morning before my service was to begin. I received a call that morning from A.J and I was quoted a price that was $60 more than my initial quote? When I questioned him about the price difference he stated it was due to a fuel treatment that was going to be preformed. I have never had a situation where services had been added without my knowledge. I declined that service and awaited his next call for me to pick my vehicle up. At 11am I called the dealership to check on the status of my vehicle and was placed on a brief hold. The young lady I spoke with stated my car would now be ready at 2pm? I arrived at the dealership at 2:50pm and to my surprise my car had not been serviced at all. I went in to speak with my service advisor who was placing a call at the time and didn't acknowledge me. During his phone conversation it was stated that a misdiagnosis had taken place with another customers vehicle which he repeatedly denied accountability. After hanging up and finally acknowledging that I was here to pick up my vehicle he made a call to find out when my car would be ready. He told the gentlemen he called to hurry up with my vehicle and then told me it would be 20 minutes. I asked why my vehicle hadn't begun to be serviced even after I called at 11am. He stated that the young lady I spoke to did not speak with him. Then he goes on to state that he has no control over when a technician gets to a vehicle all in an extremely condescending tone. My wife during the leasing of our 2017 740i had this same advisor and was told by him "you are aware all cars have problems" this along with the same attitude and tone I experienced lead to her requesting a different service advisor which she is truly happy with. Even after being told I should be leaving in 20 minutes I didn't leave for another hour and a half. As a customer with 3 BMW's in my household all serviced by Casey, my only expectation is communication and accountability. If I am to return I would need for future visits to come along with respect for my schedule and a higher level of customer service. If we as customers have purchased "the ultimate driving machine" I believe that should carryover to all aspects of our experience! read more

I haven't visited this location in a while, because I moved. However, my service advisor was the best!! Now, working with other people in the DC area, makes me miss what I had at this location. I can't remember his name... just that his desk was first when you pulled into the garage. read more

Corey the Service Advisor at BMW is always professional and very helpful! EVERY BMW appointment that I had, Corey finds a way to go above and beyond the typical protocol customer service! Corey's Professionalism is indicative of himself and the great service at Casey's BMW. I highly recommend buying and servicing your vehicle at Casey BMW! read more

My wife and I went looking for a car she wanted for our on the way baby. Michael was so helpful. Informed us he had a child on the way and this made my wife so much more comfortable with the decision she made to get the car. The whole process was perfect. From Michael helping her find the exact color to even convincing me to get a car myself . Lloyd at the end while signing paperwork was great too! read more

This was by far my worst experience purchasing a vehicle. The car had trouble and the dealer did no take responsibly and gave me the worst customer service from Sales Manager - and Owner never returned my call to rectify - i will never return and never recommend read more

Purchased my 2013 BMW 320I back in September 2016 from this dealership. Purchase price was right around 30K plus extended warranty, tax, tags and title. Ended up being a total sales price of around $39,000 out the door. No biggie. Wy wife and I decided we wanted to trade the vehicle in a few days ago thinking with the standard depreciation we would be looking at a trade of roughly 23-25K give or take. Get to the dealership and find a car we like. Start talking numbers and the sales manager tells us our vehicles trade value is only 13K. Thats a 17K depreciation in 8 months, or over 2K a month!!!! Obviously we are upset and ask the manager how this happened and he has no idea nor offers us any alternative other than purchasing a more expensive vehicle at a payment of $1100 a month to cover the negative equity. It was like pulling teeth to try and get any help or guidance from the sales manager. He asked my wife what she wanted him to do and she had to literally tell him she couldn't nor wouldn't do his job for him. As a sales manager he should be knowledgeable enough to figure out a solution. It is blatantly obvious that this dealership knew at the time of our purchase that this vehicles value was no where near what we were paying for it. Although legal, their business practices are highly unethical. They do not stand behind their products and have very poor customer service practices. They choose to respond to Facebook posts instead of contacting the customer directly via a phone call to discuss the issues. They will not directly address issues and will offer vague statements that do not hold them accountable for anything. On a positive note, the salesman we were working with was very pleasant. His name was Chris Glenn. He was caught in an unfortunate situation and handled it with extreme professionalism. More than I can say for the management of this establishment. Don't make the same mistakes I did. Stay far away from this predatory establishment. read more

I called Casey BMW service on Monday afternoon, and I was scheduled at 10a on Tues. The service rep., Jimmy J., was very informative of things I need based on my complaint. He provided options for me to choose from and delivered them on the same day. He also filed the rebate for me. Small items such as providing bottled water on my table AND offered salad for lunch, since I decided to wait, made a wow customer service experience. read more

In July 2008 I purchased a new BMW 535i from Checkered Flag BMW Virginia Beach, VA and recently sold the vehicle at a heavily discounted price after being told by the service department at Casey BMW Newport News, VA that the car needed new fuel injectors costing $3800.00. I sold the car to person who is not a professional mechanic. He does not have BMW certifications. But he was able to accurately identify the problem and research all of the issue I had with fuel injectors going back over the life of the car. His analysis of the fuel injector problem is quoted below. As you'll read this fuel injector problem occurred over the past 11 years but was negligently mismanaged by Casey BMW starting in March 2016. At that time, technicians there ignored the July 2013 BMW Service Information Bulletin (SIB) number 131410 which states; index 11 or 12 fuel injectors cannot be mixed with an index 10 or lower injector, due to differing calibration and construction. In my opinion, this unauthorized configuration directly contributed to the continued problems I experienced and may have caused damage as I continued to drive the car for 30,000 miles with a mix of different fuel injectors. As the original owner I should have gotten much more than 105K miles of use from this car. I should have also been able to privately sell the vehicle for somewhere close to $9000 instead of $2500. So Casey BMW deprived me of the continued use of the car and depreciated the resale value. I feel I have a very compelling case of fraud and neglect against Casey BMW and have reached out to them via email asking to discuss the issue but to date have not been contacted. As you read the problem analysis it's hard not to be skeptical about the motivation of the Casey BMW service department or the service technician. With tools and training much less sophisticated than should be available to the Casey BMW service department and without experience diagnosing the same problem on other vehicles, something I sure Casey BMW has, the problem was diagnosed and repaired in six hours by simply cleaning the spark plugs and replacing the ignition coil packs. In my opinion the service department and technician were either negligent or willfully misdiagnosed the problems with my car in order to extract a high-dollar repair and make money for Casey BMW. Obviously, spark plugs and coil packs cost a lot less than new fuel injectors. Problem Analysis: Got the car working this weekend. It was bad spark plugs and bad ignition coils. I do have some near term concerns with injectors, and will have to buy 4 new ones ($800 unless dealer gives them to me for no charge...more on that follows). But first about the repairs I made: Purchased new Plugs, Coils and BMW Scanner Tool. Total of about $500 in parts and material. Spent maybe 6 hours. Started out by reading the computer BMW Fault Codes with my new tool, which were also visible to dealer when you brought it in. Car was essentially running on 3 cylinders instead of 6. 29CD Cyl #1 misfire 29CE Cyl#2 misfire 29D1 Cyl#5 misfire 29CC Several cyl misfires Pulled the spark plugs. #1 was badly fouled, 2-6 weren't too bad. For test purposes, I wired brushed the plugs to clean them and reinstalled them with the original coil packs. Erased the fault codes. Started engine. Ran rough, but better. Check engine light came on immediately. Read new codes: 29CD Cyl #1 misfire 29D1 Cyl#5 misfire 29CC Several cyl misfires *Note that #2 cyl was no longer misfiring, which is why it seemed to run a bit better. So with cleaned plugs in, next thing to replace were the coils. With new coils in, car started and instantly ran very well. No codes were generated. Test drive seemed very responsive, turbos kicked in appropriately. I will replace the plugs with new ones when they arrive. ************************** If you wanted to pursue, I think the dealer owes you an explanation. DEALER, ISSUE#1: Say to the Dealer: Why did you say to fix the problem you would have to replace the injectors, costing $3800. The fault codes and simple troubleshooting revealed it was plugs and coils...not injectors. DEALER, ISSUE#2: The injectors. When the vehicle was in for service on 3/24/16, you replaced injectors #2 and #5 with index 12 injectors. The other remaining injectors were index 7 and 8. So bank 1, cyl 1-3 were 7-12-8. Bank 2 was 8-12-8. Why did you mix "index 12 injectors?" Per SIB 131410 July 2013, Step 12, you weren't supposed to do that. You should have replaced all 6 injectors with 12s. So I have been driving around for another 30,000 miles with mixed injectors. What kind of damage has that done? read more

Today was my third time at this BMW lot, and I won't ever go there again for anything even if they were giving away cars for a penny. I've stopped by a few times within the past year and the environment/ sales people were not friendly at all. Since then I've purchased 2 BMW's, not from this place but after today I am glad I took my business elsewhere. I went by last week because a car on the lot caught me and my partners attention. After arriving and never being greeted I preceded to the parts counter and ordered a simple part I needed for the X5 I just purchased. (Front license plate bracket) Everything went ok, went over and talked to a service representative (Jason I believe) to see if they could put the part on for me he said no problem at all. Today when I got to his office he walks past me twice and did not say a word. The third time he walks in with another customer and preceded to talk to them about something else. Finally he looks over at me like I was crazy and says to his customer " I'm sorry people are rude but what do you need?" I responded sorry I was just letting you know I have my part here. He responded with so why are you still in my office when you see I'm with a customer? I responded look I just wanted to let you know I had the part I talked to you about last week so I can figure out what you need me to do. He continued to disrespect me in front of his guest which I did not appreciate and eventually I walked out. I would of been fine with a simple hey I'm with someone right now I'll be with you in a minute or anything. Him and his guest walked around me to get in the office so I know he had to see me before his customer came in. If you are looking into purchasing a BMW, the one in Richmond has so much better customer service. Definitely worth the drive. read more