I gave Richmond BMW 3 stars over Richmond Midlothian BMW's 2 stars because the gentleman I spoke to at the Richmond dealership helped me prioritize the need for each repair. I had gotten a quote from the Midlothian branch and asked them both to prioritize the repairs (BTW they were exactly opposite in their prioritization of 4 repairs). Anyway, I suppose this one is more about my reason for going elsewhere and my desire to share with other car owners what I found! My last experience with Manh at Euro Import was compelling! I own two BMWs. One is an 2004 X3 and one is a 1999 328is. Recently, I took the X3 for a diagnostic at BMW and I came back with a $2100 diagnosis (for which I paid $125). One of the "problems" was an Air intake mass flow meter. BMW wanted $550 for the job. I bought the part and did it myself for $250 (I watched a video on youtube and it took me about 45 minutes). However, there are many repairs that I'm way to inexperienced to do). The gasket for the oil housing was leaking and BMW wanted $650. I bought the gasket for $5 and Manh at Euro Import put it in for $245. The kicker is that he let me watch the entire procedure all-the-while giving me pointers. Manh used to work at Import Autohaus and is an expert technician with over 25 years of experience on European cars. I HIGHLY recommend Manh for a quality car repair experience where you leave feeling that you haven't been robbed! http://www.yelp.com/biz/euro-import-richmond read more

Lately I took my BMW328i to this dealership to do the safety inspection on Mar.21,2012. They impressed me with excellent services that is beyond my expectation. Safety inspection is a small service that usually other auto shops are reluctant to spend time on it. This BMW dealership did not act the same way. They treated me with respect, arranged shuttle bus to drop off and pick me up so I don't have to wait there, even more, they washed my car for free without me asking! I did not expect to see a nice clean looking car out of the shop when I picked it up. They also quickly fixed a small scratch on the side of the car that was caused by me backing out of my garage the other day. I was so pleased by BMW dealership staff with the level of service they provide to their customers. This kind of customer first attitude stays with each customer forever. I shared my experience with my husband and we know that we will go back to them for any future purchase because they truly care about their customers and they do the best work regardless the cost. They have been our trustworthy service shop since we bought my BMW from them in 2009. I like their quality and detail work, friendly service folks and happy atmosphere when you walk in their office. Please keep up the good work! Thank you Josh for your great service! read more

Looking for a top-notch auto mechanic can be a time-consuming task. Personally, I prefer to visit the auto shop, have a brief chat with both the advisor and the mechanic to ensure my car will receive the proper care it deserves. I take pride in maintaining all the cars I've owned, not because I'm obsessive, but because it's a necessary process to ensure that I can enjoy my vehicles to the fullest. Having recently moved to Virginia from San Francisco, I found myself in need of servicing for my 2005 BMW Z4, including an oil change, new battery, and starter switch. Thankfully, I discovered Crown BMW of Richmond and had the pleasure of meeting their auto advisor, Michael Stevens. From the moment he greeted me with a warm "Hello, how's it going," I knew I had found a trustworthy advisor and mechanic. After getting my car serviced three weeks ago, it's now in top condition once again. Today, I received a thoughtful follow-up message from Michael, inquiring about the status of my car. This simple gesture further solidified my confidence in him and the shop. I am more than happy to recommend him to my family and friends for any future automotive needs. Thank you, Michael, for your exceptional service! read more

After two days of treatment at MCV Massey we pulled away from valet parking only to have a warning indicator come on that said drivetrain malfunction. We were an hour away from our home and leaving Richmond for Charlottesville to recuperate and enjoy a little Thanksgiving time together. It was 4:30 p.m. when we called the service department and even though they closed at 5 p.m., they said that if we could get the car there prior to closing they would at least test it to see the code. We were just a few minutes away and rolled in around 4:40. They were preparing to give us a loaner if need be...I mean, who does that? It's hard to get one from a dealer that you actually purchased a car from and have a history with. As it turned out, it was a hundred dollar part that they replaced in a matter of minutes. The service was exceptional. In a matter of a few minutes they had us on our way and wait for it..........they did not charge us a dime. Absolutely unheard of. Thanks so much Richmond BMW, and to Matt Rooney and Thomas Gemellaro. You prefessional service and kindness gave us much to be grateful for during this holiday season. We will continue to sing your praises! read more

Richmond BMW was fabulous. I called them at 4:30pm that my service light just came on and I had an appointment the next morning. I didn't know how to find out what the service light was for so Tim Peterson at the dealership showed me how to find the details about the service warning so that I would know how to do it in the future. It turned out that all I needed was a state inspection, which I had already done! I then told Tim that this other light kept coming on. Despite having an appointment for a different reason, Tim took my car in for a full assessment without any problems/hassle. Apparently, there was a problem with my solenoid and it needed to be replaced, which was a much bigger job than expected. I was worried about it not being ready in time since I was driving south the next day for the Easter weekend and Tim made sure that it was ready on time for my trip. He also gave me frequent phone call updates and when I picked up the car, he explained in detail everything that was done. Great service and I will definitely be going back again! Thanks Tim!! read more

This is a review about the Service Dept. of Richmond BMW West Broad St only. I have no experience with sales staff or any other department at this complex. Exceptional customer service in every way possible!!! Service Manager Alan Bettley is an absolute credit to this dealership - and the BMW brandname - and treats EVERY customer he comes into contact with as the most important person there is. What an amazing person! Service Advisors Josh, Tim and Carl will do everything they can to make your experience a pleasurable one in every way possible. This dealership's Service Dept. is the epitome of 'customer service' and is the flagship that every other dealership should be held and compared to....period! Take this review from a [picky] consumer who has experience with the brand names Mercedes, Jaguar, Audi, Infinity, Lexus and Acura to name a few. None come close. Thank you to Service Manager Alan Bettley and his top-shelf crew at Richmond BMW West Broad St. service department. You've won me over for life. read more

I had my 23 year old E30 Convertible serviced for clutch and transmission issues by Alan Bettley and his team at Richmond BMW West Broad recently. My indy shop was not able to tackle the possible transmission and clutch issues. I called Alan. He got my car in the shop quickly! It was in the shop for a few weeks because I had another BMW to drive and i wanted Alan to take his time and do it right. This was my first service experience at any BMW dealer, ever. I always to to my indy, thinking the dealer is so expensive and charges so much more for labor than my indy. Well, the labor was only $88 an hour. My indy shop is $89 an hour. And they do NOT have NEAR the expertise of Alan and his team! I expected a 4 digit bill. The work was done properly and to perfection by Alan and his team. The bill was 3 digits. I was amazed! Folks, take it from me, a guy who NEVER went to the dealer: SOMETIMES YOU JUST NEED TO GO TO THE DEALER. And it does not have to cost you more than your indy shop. read more

as a first time bmw owner(bought at carmax) i wanted to take it to dealership to get oil changed.. so i went ahead and did so.. ABSOLUTELY FLOORED!!! Amazing customer service and just the satisfaction and piece of mind knowing that a bmw tech was working on my car instead of that guy that knows some guy that used to work on chevys..the tech came out to me in the plush waiting room and told me about everything good and bad going on with my vehicle and that it would be ready in a few minutes , it was getting a courtesy wash.. I would highly refer anyone to this location and just experience what it feels like to be treated like the most important person in the building! only complaint.. there was a lady there before me who had gained control of the remote in the waiting area on the huge tv and put on "THE VIEW" so i went and made a cup of freshly brewed Starbucks coffee and walked around and looked at the new vehicles and the salespeople were attentive but not overbearing! read more

My 325i has been probably the best car I have ever owned out of more than 75 various cars and many makes including three Porsches and three other BMW's including a 2002 Tii. I had bought a VW Cabrio at Crown many years ago for our daughter and I bought the BMW used from Crown four years ago and was extremely pleased with that experience. It now has 129,000 miles on it and needed quite a bit of mechanical repairs. I had taken it to another local import repair shop and got a 2nd opinion/price from Crown BMW. Kyle Bishop went way beyond the call of duty and not only beat their prices but found several things the other shop had misdiagnosed and would have charged me for un necessarily. When the car was not quite ready he even rented me a loaner at no charge for the night and had it detailed for me gratis. All I can say is Kyle deserves a raise because the next car I buy will also be from Crown. Craige Pelouze read more

My experience at Richmond BMW as the absolute BEST experience that I have ever had at any BMW dealership! I have owned a BMW since the early 1980's and no service manager or staff has ever been so gracious or helpful. I was towed to Richmond BMW on July 4, 2014 after a sudden mechanical breakdown on I-95 South. Needless to say, this could have been a very traumatic experience as I had my pets in the car with me and was on the way to a family gathering in NC for the holiday. "Tim" and "Rick" could not have been nicer or more helpful and went above and beyond to accommodate me and my pets while my car was being repaired. My BMW was repaired and I was back on the road within an hour and I was confident that the repair was handled by the very best in the business. I reside in another state, but would definitely consider making the trip down to Richmond BMW when I am in the market for a new BMW! read more

I have next to no experience with the new/used car sales staff at Richmond BMW West Broad St. Their service department, however, leaves me [almost] speechless. Amazing!!! Alan Bettley and ALL his exceptional Service Dept. staff are the epitome of customer service. Take it from a consumer who's both an enthusiast and [very] picky about his vehicles and who he trusts with them. Their customer service is so exceptional that it's worth owning the BMW name brand just to experience it for one's self. I sheet you not! Kudos on the best Service Dept. bar none! Highly recommended. UPDATE: Alan Bettley has moved on as the Service Manger at this dealership but the service remains too-notch. Still highly recommended. read more

As a BMW owner (X3 and X5) for over 11 years, I've used 4 different service shops in 4 different states. And hands down, BMW Richmond (Broad Street) offered the very best customer service. (Sadly, a rare experience in many places.) Adam, Lynette, and Joey were friendly, beyond helpful, and did everything they could do to work with my busy work/mama schedule. They all had a "can do" attitude when I requested a shuttle ride with my toddler & huge car seat, and facilitated a quick turn around due to a demanding work schedule. So grateful for those who make life easier! I've never walked out of a BMW shop feeling stress-free. Until now. read more

I've been a customer of Richmond BMW for years and I've been extremely pleased with the service provided by the employees in the service and sales departments. Finance Manager Frank Sorensen is truly the nicest person. The Service Mgr. Allan, and Asst. Mgr., Dawson, are awesome! My Service Provider, Tim Peterson, can't be beat, as well as all the other Service Providers who have been attentive to my concerns and knew exactly what I was talking about. I think I have talked to every last one of them and they are the best. The technicians are great. I appreciate all of their work! I would definitely recommend them. read more

Outstanding customer service from the sales to support to service. Flexible and friendly. Purchased my CPO BMW X-5 6 months and not only did the sale rep remembered my name (par for the course of a sales rep) but also the finance manager (and she has processes many sales since then). Tim in service was helpful in explaining the different causes for what had happen and a recommended course of action to prevent it from happening again. Flexible and attentive - had to wait for the repairs, Tim provided a quick run down of what is nearby for breakfast and kept me informed even during breakfast of the repairs. read more

We had a 30,000 mile check up on our BMW X5. The representative was very polite and went over the options when I took my car in. I left it for service on the next day. When I picked up my car, it had a bath and looked shiny and new. The representative (Tim) explained in detail what was done. He also recommend we replace the "Run Flat" tires and gave us a quote on replacing and said we had a few more miles left before we should change but definitely before bad weather. All in all a good experience. read more

I worked with Steven Lerner at Richmond BMW on a recent purchase. I was looking for a CPO with very specific options. Steve was professionally persistent and in a matter of a few short months he found exactly what I was looking for. Steve did a great job getting me into the perfect car. The process was very smooth and painless. Joey Harris handled the paper work quickly and efficiently and I was on the road in no time. I would l highly recommend Steve and the Richmond BMW team! read more

This is my first time going in for service. I had a check engine light on so I waited for the technician to check the car over. After about a hour I was told that I need some work done however I didn't feel like waiting for another 2 hours or more. Normally they told me you have to request a loaner car about a week in advance but they found me a 2011 335i to drive and I was totally happy to be able to go home and come back. The price wasn't too bad. If needed I will come back. RC read more

I recently brought my 328i into Richmond BMW for a knocking noise emanating from the engine/transmission area. My car has 70K miles on it so it was out of warranty. When all was said and done, the transmission and engine were replaced. Initially, BMW (Corporate) was only going to cover a percentage of the costs. However, Richmond BMW "went to bat" for me and all the costs were covered. Unbelievable!! And due the time they had my car, I had the use of a 2013 328i. read more

Great experience but that is no surprise. Richmond BMW definitely takes care of its customers. Took an older BMW X5 to get it detailed through the service department and it looks like new. I had mentioned to Allen(service manager) that I would probably be getting new front mats after the detail to make the inside look good. When I got the car back, sooner than promised, it was so clean that I thought they had replaced the mats. The X5 looks like new. Fabulous job. read more