I am a loyal BMW owner, I have owned 4. I love coming to this dealership more then the ones in Phoenix. When I come to this dealership, its like your a member of the BMW family, you don't have the slimy "car salesmen" feel... the staff is very friendly in the showroom and in the service department! I wish my parts were a little cheaper, but its worth it! read more

Service department was friendly and easy to work with. Tim made my experience painless ...outside of the already outrageous BMW pricing .... Lol but I knew that when I bought the car! I like the process of matching Tirereack.com for pricing of tires. I normally would of replaced the tires elsewhere!!! These guys are where the rubber meets the road ;). Great job! read more

If I could I would put 0 in. I purchased a car from them in august. August the 9th to be exact and after several calls and emails I got the tags for the car October 21st. I would love to say that was the only thing but not even close. The car a 335i has several issues that they tried to cover up with silicon and other b.s.. I talked to gm over a month ago and have no choose to call bbb and bmw usa and file against them. Please go anywhere else. I have 36 people I work with that have purchased here but after this most of them have told me they will never go back. They charge 500 in processing and couldn't get it done in 30 days. That is a hard pill to swallow but if that was the only thing then I would still have been happy there is just so much more. The oil was never changed there are leaks all over the engine the brake system is screwed the tires were mis matched in size, and the electrical has major issues. It was a cheap car for around town and I did not get it checked which is my fault. I did ask to take to my mechanic and they said they had other offers on the car and it was in perfect shape. That was the first of several lies. Then I got it with warranty and the first leak I get checked by my mechanic they said it was not covered so I canceled it. Oh did I mention since my 30 day tags ran out in maryland I had to get my car from impound due to towing for out of date tags. I am beyond pissed at this place. read more

I purchased a Mercedes from Richmond BMW last year. A service appointment was scheduled for July 12, 2019. We were advised that the oil change and state inspection would take approximately 90 minutes. 90 miniutes later I texted Paul Taylor, the service consultant to get an update on the status. 30 miniutes later with no response from him, I returned to the service area at which time he informed me that they had to go across town to Midlothian to obtain the oil filter for my vehicle. Not sure why he couldn't tell me that 30 minutes earlier when I texted him and why didn't they make arrangements to obtain the oil filter prior to my arrival since they knew they do not maintain parts inventory for Mercedes vehicles? When the service work was done, we pulled out of the bay and noted that the dashboard lights were all on. We waited few minutes and when they failed to go off, we returned to the service department. They examined the vehicle and came back to tell us it wasn't their fault. That's it!! The dashboard wasn't a Christmas tree when we brought it in and it is lit up when they are done with it? I have to say that this is the poorest customer service I have ever had. Total lack of ownership and general indifference was a huge disappointment. I do not recommend doing business with Richmond BMW given how they treat their customers and they have lost this customer for life. read more

I have had my BMW's serviced at Richmond BMW since 2000. I've never been disappointed by their service. Alan Betley has always been good to work with. Recently service writer Eddie Dunn impressed me with his mechanical knowledge and excellent customer service. Well done as always. read more

Where do I begin...I received a call from the GM James Williams stating that he received calls stating that I was driving "reckless" and he's been getting calls since Friday 1/25/19 about me so called driving reckless, my driving record is clean as a whistle! Any who, he calls me to tell me about a complaint that was made this morning, I explained to him about that situation that took place which was a Caucasian old man that was driving a Audi cut the vehicle off and when I pulled beside him the man stuck his middle finger up and said "I got you".....so instead of Mr. Williams asking what happened, he goes on to say he doesn't want me to give the dealership a bad reputation ( NEWSFLASH judging by the reviews the reputations not so good to begin with)! I did not want to get my car service here, I wanted to take my car to my dealership in Maryland but no they insist I keep it there because this is a engine job and when they hear engine they see money! My thing is if he was receiving calls since Friday, why I haven't received a call since then?? Bottom line he threaten to ping the loaner if I didn't bring it back, mind you my car is still being worked on! Not even a call to say "I'm letting you know about the complaint I received today, please drive safely or your gonna have to bring the car back in" he was just nasty to me, cutting me off when I was speaking to him! Just poor customer service to be GM...not to mention My car has been in the shop since Tuesday 1/22/19 and was promised to me by Monday 1/28/19 no later than today 1/29/19...my new engine arrived yesterday 1/28/19 and now I'm being told it won't be ready till Thursday 1/31/19. So now I'm suppose to turn in my loaner off of accusations made by an aggressive driver who said I was driving aggressively...I get it I'm in a area where they don't like African-American and when they see us driving a nice vehicle, it's like we're not suppose to at all. I won't be back to this dealership again! This is what they gave me as my BMW was getting a brand new engine! All because of a false report read more

Richmond BMW - Don't purchase this from BMW of Richmond they gave it to me as a loaner and it wouldn't start the following morning - Auto Repair Near Me - Richmond, Virginia

[This review is for Crown MINI of Richmond] This was my first experience with the MINI dealership in Richmond after purchasing a MINI Cooper S (from another dealer) in April. My check engine light was coming on intermittently, so I took the car in to have everything checked out. In addition to replacing the sensor associated with the check engine light (a recall), they completed a multi-point inspection, replaced my windshield wipers (beyond my request to simply replace the inserts), did an oil change and engine coolant flush, and replaced the cabin air filter. The MINI service team went above and beyond what I was expecting, and everything was covered under warranty. In addition, the car was spotless when I picked it up--a courtesy that you don't find at many dealerships these days. Finally, Rick Nelson who handles most MINI service requests was fantastic to work with. Everything was explained in detail, service was completed in a timely manner, and they were flexible regarding vehicle pick up. read more

I got AAA service at Ricmond BMW!!! Anton, Adam, and Aaron were all very helpful and made my car purchase stress-free. I've been driving the same car for the last 13 years and haven't stepped foot in a dealership in a very long time, and I didn't look forward to the experience. AAA made me feel at ease from the first day (took me a little less than two weeks) in our seach for my car. I can't thank Richmond BMW enough...thanks guys! :)) read more

Excellent service!! The quality of personal attention is superb!!! I'm definitely coming back!!

Completely professional-- Tim Peterson, great guy with a charming smile and awesome personality. Tim was extremely informative on what was wrong with my car and advised step by step what all would be needed to get "Mystique" back on the road. read more

I made an appointment for my car on some warranty work and they wouldn't even check my VIN. Service advisor Adam told me to call BMW North America. Adam just kept saying "we don't know" and " you know more than we do". A classic Colonel Klink performance. A couple of years earlier they did some work on my car. After 3 thousand dollars of "work" my airbag light went off. The Crown BMW service advisor at the time, who is no longer there, was trying to get me into a new airbag. I went to another establishment that said the airbag light needed to be reset and that it went off because of the repairs done at Crown. BMW's are great cars but you need a mechanic who is trustworthy. read more

I called this dealership to inquire about a replacement key as BMW keys are exclusive to the company. Spoke to the parts department and was told clearly "all you need are the registration and valid I.D. to order the key." So the next morning the wife took the registration, her drivers license and I even had her take the title as a back up and made the drive from Fredericksburg to Richmond to order the key. Upon arrival she was told "there are 2 names on the car, both parties must be present to order a key !" Since I was working, she drove back home, called Alexandria BMW and asked the exact same question, they replied with "if you are on the registration and title, you can get a key! "So she then drove to Alexandria and ordered the key same day.Poor service, poor communication and even worse customer service. All though this is the closest dealership to us, we will certainly never return. Alexandria BMW has earned our business hands down. read more

I purchased a used vehicle the evening of 11/20, but before buying the vehicle I specifically asked the sales representative if the vehicle had been checked for oil leaks and I was told "yes all of our vehicles are reviewed by our service team and any issues are corrected prior to adding the vehicle to the used car lot." I felt comfortable with the comments from the sales representative and purchased the car. On 11/25 I took the vehicle to BMW in Charlottesville (the sister dealership to BMW Richmond) to have a pre-purchase inspection done so I can get a general guide of what repairs may be needed in the future. During the course of the inspection I was presented with the final report which stated "immediate repair needed" for an oil pan gasket leak. The cost to repair this leak was approximately $1,200. I was shocked to see that this needed repair as I was told 5 days earlier that the vehicle did not have any leaks such as that even when I specifically asked about that. After the findings, I reached out to the sales representative at BMW Richmond to ask that the dealership cover the cost of the repair since it had not even been a week since I bought the car. The sales representative has not responded to any messages since 11/27 after I reached out multiple times asking for the progress to this problem. I then called Richmond BMW on 12/2 to speak to a manager, I was not able to speak to a manager and left a voicemail asking someone to call me back to discuss the situation. I have yet to hear back. This situation makes it seem as though customer service is not a top priority to this dealership and that the service department does not complete a review or repair vehicles prior to adding them to their used car inventory. I would advise all customers to not take BMW Richmond at their word and to have a pre-purchase inspection done at an independent BMW repair shop prior to any purchase. read more

I always get excellent, courteous, friendly service. I live 187 miles from Richmond and 100 miles from Flow Mini in Winston-Salem but I bought my Mini here because Paul went out of his way to find the exact car I wanted with no pressure to buy something on the lot. And I continue to return because of the outstanding service department. Steve is the best! As for non-service related issues: They always offer a loaner car but I love the shuttle to Short Pump! Only one teeny tiny disappointment: There is plenty of free coffee and nice waiting rooms, but no tea or even hot water to make tea. read more

I am very happy and satisfied of the service they provided to my car. The service advisor Sott Hornbeck did above and beyond customer service!!! read more

Had a recent GREAT experience at Richmond BMW. My 2008 BMW broke down in the D.C. area and was originally taken to BMW of Alexandria. Only the minimal work (two major items however) were carried out in order to get it to Richmond. I immediately took it to Richmond BMW for the remaining items. Turns out Richmond BMW was/is substantially cheaper than BMW of Alexandria. I reject any notion that BMW of Alexandria is more expensive because of where they are geographically. They're only 97 miles away from Richmond BMW and the delta in price is huge. My Service Advisor at Richmond BMW was fantastic. He was clear in his communication and very helpful in every respect. After getting gouged in Alexandria, I feel better in that there is a local BMW dealer in the form of Richmond BMW that I can trust and rely on. read more

A solid service experience. The supervisor -- Rick Nelson -- was knowledgeable and professional, explaining all aspects of the particular service routine my car required. Most important, the car was ready when promised, although there were no unanticipated "issues," which could have delayed things. This is a high end dealership (BMW, Mini) so expectations are high. I'd have to say, they delivered. read more

Richmond - BMW Service is the best !! Took the X3 in for routine service, state inspection and a couple of new tires. Kyle - GREAT service advisor - explained that the tires wouldn't get there for a couple days and the car needed recall work (minor). Bottom line was that it wasn't going to be ready same day. Kyle had arranged for a loaner X3 - keep it until we call - and I was out in 15 minutes. Kyle then called when it was ready, let me know what was done and again I was out in a couple of minutes. The car, the service, the dealership get good grades from me. read more

Dropped my Beemer off this morning. Went for required scheduling and to have vehicle cleaned & detailed. When I drove up, rep met and opened door to exit. Walked into service area with a good morning greeting and from there reps handled everything I needed smoothly. Loaner was ready and off I went. The service didn't end when I left. Get a call that my vehicle, which I named Opie, is ready. Well I was totally impressed!!!! All services done... vehicle inspection done, etc... Opie looked great!!! The detail work done brought out the new vehicle shine. The interior looked beautiful. I can't complain...front start to finish...from drop off to pickup...this service department came through. This was a pleasure...and timely. Didn't waste my time and vehicle was ready when told as time for me was of essence. Coming from a service company myself it was nice to see that service was not lost here. Thank you!! read more

On a previous BMW that I have since sold, a recall was issued for tail light wiring harness failure, so I had brought my car in for service. Of course during it's time there, I knew it had other problems (valve cover gasket let, oil filter housing leak), and they gave me the quote to repair the problems, which I declined and simply asked to have the recall repair performed. They told me they'd call me later that day since it was a quick fix. The day went on, and no phone call. I got a ride to the dealer before they closed up, and asked the service department what was up. They looked up my car, and told me that apparently my starter went out and the car needed to have the starter repaired to the tune of $450. I asked them to give me the keys to my car, so I could go examine it myself. Put the key in, cranked, and the car started on the first try. Needless to say, the guy who escorted me to my car looked pretty embarrassed. Fool me once! A couple of years later, I brought in one of my older BMWs (different from the previous) for a "complimentary" AC check and look over my car. Of course, they've found a laundry list of problems with my car, which is fine (and I was completely aware of most of them), given it was pushing 20 years old. However, I don't appreciate being taken for a ride. I took issue with one significant RIP off I couldn't stomach, and led me to write this review. I was told by a "BMW Master Tech" that my power steering pump was making noise and slipping, causing occasional inoperation of the power steering pump. I knew of the problem beforehand. I was quoted to replace the pump w/ labor for $1300. The worst part of is, is I took matters into my own hands and looked at the pump myself. The problem was simple: The belt tensioner had some of its teeth worn off/missing, and wasn't making adequate tension on the belt, making all that noise/inop problem. The cost of the tensioner and gear to tighten it was a whopping.....35$ total. I fixed it myself in under an hour Pump was perfectly fine. Even if they charged me the BMW dealer rate of 200$ an hour, it shouldn't have come out to be more than 350$ if they did it themselves. But being LIED to about the problem in an effort to swindle me a SECOND time has left a sour taste in my mouth and I'm not inclined to have them service any of my BMWs in the future. Fool me twice.....shame on me. Disclaimer: This pertains to the Richmond BMW location on Broad Street. I have not taken my cars to Richmond BMW in Midlothian, they may offer a completely different experience. read more

Rating is based on various aspects of dealership experience. Service Rating : Excellent (5 Stars). Guys in the back know what they are doing and are very courteous. Loaner Car Rating : Below Poor (-1 Star) (Other cars at home are infinity and audi; loaners are always available and same brand) I have stopped asking; just jump on the shuttle and hitch a ride. Last trip the shuttle driver was swearing; was upset that he has been asked to make additional round to downtown past 5 pm and he had plans with his wife. Trade In: Below Poor (-1 Star) ; Got certified pre owned buy back mail from BMW USA; went to crown who offered $1200 less than carmax; highly recommend swing by carmax. New Car Purchase: No Comments; Have not bought / leased a new car here. read more

As I wrote prior about my purchase experience which WAS good. Well now I'm not very happy with this dealership. Something simple as my temp tags is expiring, there was a week of broken promises. As of today my temp tags has expired and I'm unable to drive my 30 days old car or attend work today..very disappointed read more

The staff at the service and parts department are among the most helpful people I have ever dealt with at a car dealership.

f I could give zero stars I would. This dealership is the sister dealership to Midlothian BMW and they are both very poor in customer service and I suspect a bit racist as well. I took my car to Midlothian and they did nothing about my door lock which is under warranty. While speaking with the service person my conversation was interrupted by a white male and my rep got up and proceeded to speak to him about his car! I left there with NO paperwork and I suspect they did nothing in regards to the lock. I called their sister store, Richmond BMW , and you can't get through or when you do you are promised calls back from the loaner car coordinator and I'm still waiting for that call for over a month. I finally filed a formal complaint with BMW Corporate and they emailed the dealer and they were to follow up with me. Have not heard from them! I'm driving my car 100 miles back to Alexandria to get serviced where you are treated with respect no matter what color you are! Have been driving BMWs since 1999 and have never experience such disrespect and poor customer service as I have in the south! My money is as good as the next and I too can drive a BMW. Don't treat me different because my skin in darker! Don't shop here!!!! read more

Poor Customer Service. I was overcharged for work I did not need done, because the car was under warranty and the part that needed to be changed was under a Extended Manufacturer Warranty cause of problems in other cars. I attempted multiple times to get my money back, but no one ever contacted me back. I finally got in touch with the GM and he told me it was too late to return the money for the work done. They stalled as long as they could and delayed the process of getting me my money back until they deemed it to be too far in the past to worry about again. Their charges are too much, better to go to a local shop that deals with BMW. read more

Tim Peterson has been the best service advisor in the last 12 years I have owned BMW. He is a true professional, providing first class service whenever my car required maintenance. Thank you so much for taking care of me when I had the blow out. read more

Mediocre customer service, poor product (528i series)!!!! BMW under 85k miles, needed new transmission, sunroof leak into battery terminal, fried RDC module, mold stained carpets...over 14k in damages and repairs. Multiple insurance claims...only had the car for 1 year. BMW sold me a defective car and would not take responsibility. GM nor customer relations could not help me much and I'm stuck with a 14k problem. I'll NEVER BUY ANOTHER BMW!!!! Beware of this place!!! read more

Do not get a car from them an dont get it service there ..I bought a use BMW from them in aug 16..need in oil change by October got 3000.00 estimate when I pick up my car..for months I have been have a fuel pump problem..I get it diagnosed by another certify bmw mechanic who tell me it's the high pressure fuel pump which is cover by extension given by BMW..but of course bmw says it's not that fuel pump it the low pressure fuel pump which is not cover..how ironic 1118 dollars I have to pay read more

My service consultant, Josh did a fantastic job. While I waited for my vehicle to be serviced, he consistently checked on me to ensure that I was okay or offered me the opportunity to be shuttled to any place that I needed to go to. I appreciate the tentativeness for my well being. This is how you take customer service to another level. While I am very appreciate of the customer service from my service consultants, I am taken aback with the expensive service of my vehicle, the miscommunication about the service and manufacture warranty that you buy with the hopes of not having expensive service. read more

After reasonable service for a few years, BMW Richmond really seems to have changed its service approach. Not typically a person who provides negative reviews, I feel compelled to do so based on our two most recent experiences. In both cases, they tried to perform either not needed services or severely overcharge for them. The first time, we just needed a simple state inspection and they identified $3,000 in repairs required to pass inspection. The second time, while on a trip, an out of town BMW dealer diagnosed that a $225 sensor needed to be replaced but didn't have the part in stock. Back home we went to BMW Richmond with that information. They reached out later and stated that an additional $2,800 in repairs were needed to solve the issue. Both times we decided to go to a reputable local repair shop instead and were able to pass state inspection without any issues and fix the other problem for $50. Needless to say that BMW Richmond has lost our confidence. read more

Absolutely amazing level of courtesy and service... I live in NOVA, but for some reason I have car trouble with my 335i and have ended up at Richmond BMW on a few occasions while in town. Each time I spoke to a helpful and courteous service member on the phone before I came in and was greeted by an equally helpful and courteous service member as I walked in the door. Although they have yet to provide me with a loaner car, they were able to get me a rental on the spot and ended up comping it for me. The service was fast and thorough, they always got me back on the road in less time than they quoted. We all know how expensive BMW repairs are, so they offered me the best incentives that they had available without me asking. I know that it seems like I'm gushing about a place that I have paid a ton of money to, but service and value are how I gauge the work and I'm completely satisfied. I generally feel ripped off and disrespected/dissatisfied at Fairfax BMW when I go in for any service. My only recommendation would be to have more loaner cars on hand for unscheduled service visits. Keep up the good work... read more

A dealership that goes above and beyond for you! Who knewTHAT kind of service even existed anymore?? Scott Hornbeck in service is always pleasant, smiling and checking to ensure everything is perfect. My loaner is always clean, full of gas and ready to go. My car is always ready when he says it will be. I really appreciate the level of service this dealership provides. You definitely get what you pay for. read more

We had a nice though long day in Richmond at the BMW MINI dealer. Everyone was so nice especially Drew Tatum. He was knowledgable and sweet. read more

We have our Mini serviced with Steve and Allen, and appreciate the clear communication, willingness to find a loaner car when needed, and attention to getting everything done, and done right. Thanks, guys read more

Just had the 2011 - X3 in for new brakes ... Service, as in the past, was terrific. They got the job done even quicker than we expected. And getting a loaner for the few hours was a bonus. I am concerned that the electronic key - which is only two years old - won't work wirelessly and spending $400 to replace it is hard to comprehend -- you can buy a good flat screen TV for that kind of money! read more

Let me begin by acknowledging my high standard for customer service. My wife and I purchased our first BMW just about a year ago. I was immediately put off by the slow response of the sales team. However, due to the excitement of purchasing our first high-end vehicle, I disregarded my normally low tolerance for inadequate customer service. Since that time, we've had our vehicle in the service department for routine maintenance and unexpected maintenance. Out of those approximately 10 times, I've experienced the same lack luster, inadequate customer service I was first greeted with a year ago. It was my thought that given such a luxury brand, the customer service would have been exceptional. In those approximately 10 times, there has been only one time (maybe two) that I experienced an above average level of customer service. Most recently, we took our vehicle into the shop for unexpected maintenance. We were told that the problem we were experiencing was not severe enough to fix at that time. Just two days later, the service light came on. I called the service department to discuss the issue and to express my frustration and gain clarity regarding the service department's verbiage regarding our initial complaint. As I was not satisfied with the service representative's tone and sense of empathy, I contacted the general manager and requested a call back, twice, on his office phone. I also called his mobile number; however, I was unable to leave a message as the mailbox was full. After two days, I have yet to receive a call back. I usually do not write reviews, but I am so disappointed by the mediocre customer my wife and I continue to experience at Richmond BMW. read more

The best service I have ever received. They care about their customers. I would definitely return to this dealership!!!!

Richmond BMW is a great customer service orientated business. Each time a repair is done or recommended for my car, the service department explains it in terms that I can understand. I have been to several BMW in the Southeast and Richmond is the best. read more

I got a very steep bill for a bunch of stuff, that I could not verify whether of not it was really defective. Stange enough, this NEVER came up while the MINI was still under warranty and where the dealership would have had to bear the cost. So either they were trying to push sales for stuff that was not truly defective, or they pushed necessary repair out until I had to pay for it, or the stuff really broke down. To me, this all does not smell right. read more

Hats off to Tim Peterson and Ronnie Minor - they are truly the best. The service they both provided was great!