Richmond BMW

I am writing today to tell you about a continued excellent customer service experience with Crown MINI of Richmond’s service department, most notably with William Clayton “Clay” Milburn. Clay is my excellent customer service experience with Crown MINI of Richmond’s service department, most notably with William Clayton “Clay” Milburn. Clay is my Service Advisor at Crown MINI of Richmond, and has been for more than three years. Clay has always treated me with respect—he is wonderful to work with and is extremely good at his job. He never makes me feel like I’m being “taken” on my service calls—Clay always explains the work to be performed clearly and concisely. I am never in the dark with taking my car to Clay. I can trust that whatever work he recommends on my car is actual necessary repairs, maintenance or recommended services to extend the life of my MINI. Clay always goes the extra mile to ensure that I am a very satisfied customer. Clay has never disappointed me with his persistence and dedication to resolve issues with my MINI. Trust is a word rarely used when discussing the automotive repairs and maintenance industry. Please believe me when I tell you: I trust Clay Milburn with my MINI, and I will trust Clay Milburn with my next MINI. More

I cannot say enough good things about my experience with Crown Mini of Richmond. The service department staff is friendly, efficient and extremely accommodating. Clay, the service manager, is on top of ev Crown Mini of Richmond. The service department staff is friendly, efficient and extremely accommodating. Clay, the service manager, is on top of everything and makes sure he keeps the customer informed. A "Two Thumbs Up" for Crown Mini of Richmond Service Department. More

This was by far the best car buying experience I have had. Paul was extremely straightforward, and was not high-pressure at all. He understood where I wanted to be, and understood when I couldn't make had. Paul was extremely straightforward, and was not high-pressure at all. He understood where I wanted to be, and understood when I couldn't make certain concessions. He did everything he could to accommodate my deal, and we came to an agreement relatively quickly. He went the extra mile on several fronts, and made it a wonderful buying experience. We love our MINI! More

Clay Milburn is great. We bought our MINI almost a year ago, and I had it in for the second time this past week. The first time was for a scheduled paint sealant renewal (which is free from the dealership ago, and I had it in for the second time this past week. The first time was for a scheduled paint sealant renewal (which is free from the dealership, I might add!), at which time Clay addressed a couple of other items like some cosmoline staining, etc. This past week I was in for the first true service, including fluid changes, tire inspection, etc., as well as another sealant renewal for the paint. Clay has been exceptionally professional, is clear about service and timing, and is responsive to requests for information. He does not hesitate to come out and take a look at your vehicle to review concerns and answer questions. I have had nothing but great comments for Crown MINI, and I expect the same will continue. Job well done! More

Whenever I have asked Clay Milburn (Sevice Department)a question or had a problem with my Mini or have just made a service visit, he has always provided the best customer service possible. He is knowledge question or had a problem with my Mini or have just made a service visit, he has always provided the best customer service possible. He is knowledgeable, courteous and dependable and I am very appreciative of all that he does. I'm not sure that I would be as happy with my Mini if it weren't for his presence in the service department. Thank you, Mary Beane More

When I entered the service area this morning he opened my door, and did an immediate exterior assessment of my vehicle and found a chip in my paint. He was courteous and friendly. It was a good experience fo door, and did an immediate exterior assessment of my vehicle and found a chip in my paint. He was courteous and friendly. It was a good experience for me. I have had that same treatment each time I have been to this dealership, which includes the purchase of my car and subsequent service visits. Clarence Jackson More

I bought my mini used at Carmax and I was a little concerned about getting it serviced at a local dealer where I wasn't a purchasing customer. No worries at Crown Mini! I was treated like a queen in concerned about getting it serviced at a local dealer where I wasn't a purchasing customer. No worries at Crown Mini! I was treated like a queen in the service department by Clay Milburn. He was able to clearly explain what my car needed and gave me excellent advice on the service I was having done. I also observed other customers in the service department and I noticed that each customer was given clear advice -- but not a huge sales pitch to have optional service items done. My mini is running so great! I am delighted that I can look forward to many years with it and Crown Mini. More

These guys go out of their way to always do the right thing for the customer. If more dealerships just understood its not the sales process that customers remember when they go to buy a new car, it's th thing for the customer. If more dealerships just understood its not the sales process that customers remember when they go to buy a new car, it's the way they were treated by the service department. I am on my sixth vehicle serviced by this dealer and they are why I keep going back to BMW. More

Please read this before servicing your vehicle at Richmond BMW--- First, let me start by saying just because you have an appointment doesn't mean you will receive any assistance at your appointmen Richmond BMW--- First, let me start by saying just because you have an appointment doesn't mean you will receive any assistance at your appointment time. I made an appointment for service for 7:30am and waited until 8:15am to be helped. I brought my 2002 5 series to Richmond BMW for servicing for a few repairs including the alarm. The alarm would randomly sound and drain the battery. After $1200, the service manager said everything was fixed including the alarm problem. A day after I picked it up, I locked the car thinking the alarm was fixed and it drained the battery while I was in the movie theater for a couple of hours. I called the service department and explained the situation. They said it would be $125 to have them look at it again. I asked them to look at it for free since they told me it was fixed. They hesitantly told me to come back in. I dropped it off the next day and it didn't take them long to call me to say the alarm system needed to be replaced to the tune of $1400. I let them know I wasn't going to pay for a replacement and I couldn't pick up the car for a couple of days since I was out of town on business. The technicians were fine with that and told me I could pick up the car anytime. A couple days later, I went to pick up the car and the technicians had locked the car causing the alarm to drain the battery! I asked if they could assist me to get my car to start and the technician said, "What do you want me to do, give you a free battery?" then chuckled and walked away. I followed him to ask if they had jumper cables and they did not. After a few minutes, a couple of other technicians came out to assist me and were clueless about how to access the battery when the car was dead, so I showed them. After about 20 minutes of discussing and fidgeting around, they decided to tow the car outside the service bay and try to charge the v8 with a v4 portable charging unit! That wasn't going to work, which I told them, and after another 15-20 minutes, the car was still dead. The technicians made some less than thoughtful comments such as, "you should have paid to get it fixed." I asked to speak to the service manager, who was not there so I was directed to the general manager. He informed me that their technicians were busy and he couldn't have them spend time on this. I let him know that my time was valuable too and because I had been treated so poorly, I would like a new battery. He didn't take me seriously and told me to wait outside while he talked to his service team about my issue. I repeatedly asked for a new battery but it wasn't until I sat down in the lobby and started talking to his customers that he pulled me back outside and told me he would give me a battery if I left the waiting room. I agreed and after 2 hours of xxxx, I was able to leave. Funny part about it is before this situation, I would have gladly traded it in for a newer model in the near future! Their total disregard for their customers is outrageous! Their technicians don't know about the cars they work on and only know how to replace, not repair. They are owed by Crown Automotive which owes the Richmond BMW, Mini and Acura dealerships on West Broad Street and the BMW dealership in Midlothian and Charlottesville. Avoid a headache-take your car somewhere else for servicing and buy your next BMW in Northern VA or Hampton Roads. I certainly will! More

Cheryl Bowman worked perfectly with me on my lease situation. She listened well and understood my needs and therefore didn't waste any of my time. She delivered a great deal on the exact car that I situation. She listened well and understood my needs and therefore didn't waste any of my time. She delivered a great deal on the exact car that I wanted and was pleasant and efficient throughout. I recommend her highly. More