Richmond BMW

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

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

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

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 hell, 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

To Richmond BMW Hello, On March 18th, I went car To Richmond BMW Hello, On March 18th, I went car shopping and came to Richmond BMW to look for a used vehicle. I was met by Steve Lerner who pro To Richmond BMW Hello, On March 18th, I went car shopping and came to Richmond BMW to look for a used vehicle. I was met by Steve Lerner who proceeded to take me through one of the most pleasant and informative car buying experiences I can remember. It’s all too common to run into obnoxious car salesmen who only want to get your signature and their commission as fast as possible. Steve Lerner proved to be a wonderful exception to that cliche, and he has ensured that I will be coming back to your dealership for years to come. Thank you very much. Regards, Ron Bucks More

1st time I had bought a car at a dealership and it was easy and pleasant. I found a used 2005 BMW 325i on the internet, went in, and it was in the showroom. A manager? pulled a sales person out of a mee easy and pleasant. I found a used 2005 BMW 325i on the internet, went in, and it was in the showroom. A manager? pulled a sales person out of a meeting, Remington Rand, so I didn't have to wait, and he was friendly, professional, and very knowledgeable. He gave me a test drive, showed me the engine, the inside, driving with the sports or manual drive, where the controls were, and went on different types of roads so I could see how the car performed, from curves to turns to interstate. Insurance, registration transfer, financing, title transfer, maintenance plan options, (coffee), etc. was all done by the dealership, Frank Sorensen, excellent service, with documents in general well-organized and information up front from interest rate, to car faxes to appraisal to trade-in value. The car I was purchasing was detailed, Remington transfered the tags from my previous car, got my old EZPass off the windshield, (no small feat), helped me transfer items, and Frank had another young gentleman follow me home, (well over an hour there and back), so that I would not have to make another trip with the title, etc. They were proud of their cars and what they do. Overall, incredible service, a great experience, and a really nice car. More

Oh, what a feeling! Sorry, Toyota but that phrase now belongs here. I got the car that I love from a sales rep who treated me like family and a finance manager who treated me with respect. I did more tha belongs here. I got the car that I love from a sales rep who treated me like family and a finance manager who treated me with respect. I did more than buy a car, I joined a club of proud owners. More

Buying a car has never been so much fun! Thanks to Paul Baldwin I got exactly the Mini I wanted at the price I wanted to pay (actually, slightly less). He really went the extra mile to find what I wanted Baldwin I got exactly the Mini I wanted at the price I wanted to pay (actually, slightly less). He really went the extra mile to find what I wanted ~ no pressure to buy something else. He kept me updated on the status of the car (it's in port, it's snowed in, it's on the way...)and handled every detail including insurance and registration. He walked me through the operation of the car (keyless entry! windows that don't crank! sideview mirror I can adjust from the driver's seat! openometer! vented glove box! What will they think of next?) and offered to answer any other questions I might have, anytime. Frank Sorensen handled all the financial details without a hitch and gave me a couple of good restaurant recommendations as well! Everyone was friendly, including the receptionist we got to take a picture! Great experience, And I do love my Mini! More