Richmond BMW

This buying experience was my first at a "luxury" dealership. However, the experience that I had was nowhere near what one would expect when buying a luxury car. It was the most frustrating and stres dealership. However, the experience that I had was nowhere near what one would expect when buying a luxury car. It was the most frustrating and stressful buying experience I have had for a vehicle. I would caution any person purchasing from out of state to not buy any vehicle sight unseen from this dealership. Even though the dealership attempted to make things right I would not buy a vehicle from Richmond BMW again. I would also urge potential buyers to seek financing from other avenues as the rate initially given is very high. I reached out on August 12th, 2024 about purchasing a 2023 M340I. At that time I spoke with Lazarus about the vehicle. During that conversation he informed me the vehicle was free of rock chips, scratches, dings, and curb rash on the wheels. It was also stated that the rear tires were replaced a month prior and that they planned on replacing the front two tires. I was then handed off to Martin for the sales process. Martin sent over pictures of the vehicle and said no chips in the paint and the vehicle was perfect. However, in the pictures two wheels were curb rashed, bad enough it was immediately noticeable in pictures. Martin did communicate that this would be fixed. Over the coming days the communication was very poor. Follow ups requested were either ignored or not given in a timely manner and information communicated in some ways was false (vehicle condition). Thursday I reached out about outstanding follow ups and I was told "I'm not in office today" despite having asked for these follow ups the previous day multiple times and having to fly in from out of state Friday morning. At this point I was told that the front tires would not be replaced due to passing CPO inspection despite the sales manager stating they would be. I had to call the dealership multiple times to get talk to a sales manager to ensure the vehicle (curb rash repair/etc) would be ready Friday morning. The sales manager I spoke to assured me the vehicle was ready for pickup and in pristine condition, again, no scratches, dents, chips, damage, etc. When I arrived from out of state on Friday to finally see the vehicle in person it was not as described. The front end (bumper/hood) and lights have multiple rock chips, part of the front bumper was broken, and there are multiple scratches on the vehicle. The vehicle was also poorly detailed. When I raised the concerns about the damage, I was told it is used vehicle and it is to be expected. However, despite being a used vehicle I was told by 3 people at the dealership these issues were not present. For the front tires I asked multiple times during the week if they had been replaced and those questions were ignored until the night before I was to leave. To help make the issue right the dealership gave me some free floor mats, the piece for the bumper (I have to install or pay to install), touched up a few of the chips (Agreed to by me to only touch up certain ones), and buffed a few scratches I caught at the time. One being a 3-4 inch scratch on the trunk lid. I arrived at the dealership around 11ish and didn't leave until 4pm. For vehicle financing, I was given a rate of 7.89%. When I informed Martin I was able to get a lower rate somewhere else he communicated he would talk to finance. This communication happened on Tuesday and I did not find out until 4pm on Thursday they were now able to drop the rate by 2%. I would urge the dealership to take greater care in accurately describing vehicles to customers that are coming from out of state. You need to do more than take pictures and video and hit send. The issues I saw were noticed within 30 seconds of even looking at the vehicle. Purchasing a vehicle should not be this difficult nor should it take over 4 hours to do. More