Richmond BMW

Courteous and friendly staff enjoyed working with them. Would recommend to family and friends in the future. Would recommend to family and friends in the future. More

First of all I would like to say my sales person Mr James Gardner is the absolute best. Couldn’t ask for a nicer or informative salesperson. He met my every request within 24 hours of me showing up at the Gardner is the absolute best. Couldn’t ask for a nicer or informative salesperson. He met my every request within 24 hours of me showing up at the dealership. I purchased a 2027 X7 with approximately 4 miles on the odometer. After driving the car less than 24 hours an alert showed up in the dash. Well being that it was Saturday after 5pm I decided to to wait until Monday to contact the dealership. A member of the dealership notified me on Monday b4 I notified them so I was pretty happy about that thinking “ oh they are on it” spoke with the caller, took car in that same day. I take the car in to the service department, they look at it. Ask me a thousand questions trying to to get to the root of the problem. I had minimal answers because the notification in the dash didn’t stay on continuous it would blink a yellow signal and go out. Long story short. The notification indicator did tell the service department what the problem was, however the problem indicator light would not repeat itself while at the dealership. The service person was very polite when speaking to me about the situation. Not angry about that. My concern is they did not resolve the problem. The servicemen said he was going to release the SUV back to me because he could not tell which tail light had the problem. The computer didn’t tell them that. I suggested you keep the car a few days until you can figure it out. He replied we don’t have a loaner. Please tell me what sense that makes when you are a dealership‼️Any person that drives a BMW that is a 2027 and being a X7 already know what I paid for it. And you tell me you don’t have a loaner ( and you are a dealership)…🤬🤬🤬 keep driving the car and if the light comes back on and you are in the area bring it back in ( you don’t need a appointment. I live at least 40plus miles from the dealership so when am I in the area🤬🤬🤬. This is the second time since I’ve been a BMW owner that I have had a unpleasant encounter with this service department. First uncounted was “sorry this happened, we’ll make it right ( and they did after reading my review) now, we’ll release the car back to you. I guess I’ll return when someone runs into the back of my truck because one of my tail lights malfunctioned. First time I overlooked the problem because it was human error and could have happened to anyone. But this… I am currently a unhappy customer. More

I had one of the worst customer service experiences I've ever had at this BMW dealership on West Broad xx. I brought my BMW in for a service, and while it was in the dealership's care, my engine seized a ever had at this BMW dealership on West Broad xx. I brought my BMW in for a service, and while it was in the dealership's care, my engine seized as they were completing the immediate cleanup, inspection, and reassembly steps that happen right after the blasting process . Instead of accepting any responsibility or conducting a fair investigation into what happened, I was told via text I needed to replace the engine at a cost of approximately $28,000. It took 4 hrs for anyone to actually answer the phone and verbally speak with me after receiving the text notification. To make matters worse, I was charged $1,100 for the service in order to have my vehicle returned to me in a non-drivable condition. When I asked how the situation would be resolved, I was told they needed to pay their technician and was asked by Service Manager Patricia Yucaba, how I planned to pay the bill of 1,100. At no point was I offered an apology, compensation for the loss of my vehicle, or what I felt was a reasonable resolution. I also pursued the matter in court without an attorney because I could not afford one. During the proceedings, and after, I felt that representatives from the dealership mocked me when I explained that I couldn't afford legal representation or the additional expense of having another mechanic disassemble the engine to prove what had happened. Throughout this entire experience, I felt dismissed, ignored, and treated without respect. I expected accountability, professionalism, and a genuine effort to resolve a serious issue. Instead, I was left with a vehicle that no longer ran and a significant financial burden. Based on my personal experience, I cannot recommend this BMW dealership. If you're considering having your vehicle serviced here, I encourage you to carefully consider your options. More

The entire staff at Richmond BMW were very professional and courteous. The salesman was very knowledgeable about the BMW we were purchasing. and courteous. The salesman was very knowledgeable about the BMW we were purchasing. More