Richmond BMW

Reviews 4

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Zeeshan Kaba

My rear brakes were making an awful noise so I called the service center and set up an appointment. The lady who made my appointment asked if I was going to wait or just drop the car off. I asked her how long does it take to replace rear brake pads and rotors and she said a couple of hours, I told her I would wait. My appointment was for 8am, I go there at 755am and my service adviser told me hed have me out of there in a couple of hours. Thats where all the good customer service stopped. 1.5 hours later Im still waiting for their diagnosis. I ask my service adviser and he finally got back to me 15 minutes later stating "theres nothing wrong with your brakes but we found a few other issues". I told him that cant be right and that I wanted to go on a ride along with the service tech. 30 minutes later my adviser comes back and tells me they found the issue with the brakes. The only reason they said there was nothing wrong with my brakes is because the little computer they hook the car up to said I still had 3,500 miles before I needed to replace them but if they actually listened to their customer and took the car for a drive they would have found the issue immediately. Ive now been waiting there 2 hours for them to figure out what was wrong with my car when I was told it would be fixed in 2 hours. Then Im told that the car wont be ready for another 4-6 hours and on top of that my service adviser gave me a list of problems that he wanted me to fix. I knew something was shady here so I took my car and went to Bimmer Rescue a few miles away. I asked those guys about the other issues that BMW was trying to get me to fix and only 2 out of the 7-8 issues BMW wanted me to fix were actually legit. Bimmer Rescue had my brakes repaired in 2 hours, did it for less money, guaranteed their work with an excellent warranty, and they gave me a rental car for those two hours. What I dont understand about BMW is, why set up an appointment for a customer if youre not going to give that person any priority? Why arent the service adviser and service tech communicating the needs of their customer better? Why do all of them not value their customers time? Why do they lie about repairs that need to be made when they dont? If you dont value your time and want to get ripped off, go to Richmond BMW on West Broad Street. If you value your time, want to work with honest people who offer honest opinions and pricing, go to Bimmer Rescue. Im done with Richmond BMW, theyre just awful.

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Ryan Graves

Today marks the 6th or perhaps 7th time I have been contacted for feedback about this service. So ANNOYING. I wish they would put this much effort into the service itself. I needed an oil change, a state inspection, and a nick & ding service. Twice in the past they failed to contact and schedule the ding shield guy to be there... so, I made extra effort to clarify that point this time. Made the appt over the phone, and even had the guy repeat back to me the services requested and confirm that ding shield would be scheduled. When I arrived, the service rep gave me a blank stare... ding shield? What? No clue whatsoever. He "scrambled" to get the tech in there, and seemed to want a pat on the back even though my advance-scheduled appt ended up taking 10 hours. Also I question their honesty. They hit me up for over $800 on what was supposed to be an included service, citing a nail in one tire, and a need for a rotation (that wasnt due) that was on special. They reminded me that, sadly, run-flat tires cant be patched. I paid up assuming they were being honest about everything. A work colleague of mine took her 3 series in for service, and was also told a similar story about a nail in a tire - and heres what happened: She paid up similarly, then continued to have problems with the tire. She went back in, and was told she had to buy a new tire... because the tire had been plugged. Heres the rub: the only place she ever got service was at Richmond BMW!!! SO... what happened was, they charged her full price, told her the runflat couldnt be plugged, and then plugged it and sent her on her way. Unbelievable dishonesty! For all I know they did the same thing to me. I wonder if this is an ongoing scam. I would advise all to steer well clear of this place. I love my 535, but I wouldnt trust this place to service a lawnmower. I originally rated my service 4/5 stars, complaining only about the miscommunication and huge delay. Then the requests persisted for more feedback, so I rated them 3. And the requests just keep on coming. And then I heard my friend Kellys ordeal with the tire. I am done with these guys.

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Usman Khan

After an extremely disappointing experience with Browns Richmond Jaguar (couldve easily been solved with proper communication), I decided to surf Richmond BMWs Used Inventory on their site exactly one week ago (August 9th). My wife and I found a 2014 335xi that was at a very good price. I contacted the dealership the next morning to make sure it was still available and they said it was. As soon as I got there in the evening, the car had just been sold less than a few hours prior to my arrival. I was a bit disappointed, but my salesman Joshua Garret, was determined to get me into a BMW. Now Ive dealt with previous salesmen and managers that were very pushy, but Josh wasnt being pushy like them; he was incredibly sincere and honest, which really took me by surprise. First, he had me test drive a Red 335xi that was on the lot to make sure I enjoyed the drive. I definitely did, but I couldnt get myself to take the bite for a color I didnt care for. That didnt stop Josh. So then, he found a very similar 335xi that I initially saw online, but had even less mileage and wasnt even finished in the dealership processing, but it was at Midlothian. Well, after a long talk and dealing with the financial manager and other managers at the dealership, I agreed on a price that I was content with, and the very next day, I became the owner of a very nice 2014 Black 335xi with M Sport, a beautiful Coral Red interior, and loaded with many features. Ive never been more happy with a purchase in my entire life! Not an exaggeration! The salesman said that there was some slight hail damage, and so he said that the Service department will take care of it for me for free. I gave them the car to have it fixed, and just wow! Their service is incredible! Ive never dealt with such excellent customer service from a dealership. All in all, I HIGHLY recommend this dealership! Very friendly people who are incredibly respectful of you and your time!

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P.R. Bailey

Usually have good experiences with BMW on Broad. My wife and I have purchased and serviced three BMWs from them in the past. However, back in October 2016 I had problems starting my vehicle. Explained the issue with the service tech who later recommended a new starter. According to the tech, starters usually go bad around 120K miles. I only had 66K miles on the vehicle. Still, I agreed to have the starter replaced because of their recommendation. Charge was $1K. Within a couple of days the exact same starting issue happened again. Fearing that I might be charged for something even more costly, I began to drive the vehicle more often than usual (almost everyday for a couple of weeks) to see if it got better. It didnt but eventually got worse. Had enough dealing with the issue and took the vehicle back to BMW who said it was the battery. So I had the battery replaced. Oh by the way, no charge for the new battery only because the previous battery was under warranty since it was less than 2 yrs old with only 20,000 miles that I had installed back in Dec 2014 by BMW on Broad ($500). When I questioned why I needed the starter in the first place since it DIDNT FIX the problem at all, the service tech tried to justify it. Im not buying his justification especially after speaking with several mechanics and the described symptoms.

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