Richmond BMW Reviews

Awesome customer service! Very upfront and honest. As a woman, I m sometimes leery when it comes to needing maintenance on my vehicle. No need for that here. I think I ve found my new home !

I have been a BMW owner for many years and have purchased BMWs from several dealerships as I have lived in different states throughout that time. My experience with Richmond BMW was outstanding. I already had a great relationship with them through servicing my car. When it came time to trade, I met with Joey Harris, who took great care of me. He found a car that met my requirements and had it shipped to me that day. Everyone that I met during the sales transaction was great. I can now say that their sales and service departments are 5 stars.

BMW Richmond service did an excellent job! The new service director addressed my concerns immediately and took care of my problem. I would highly suggest you taking your BMW there instead of authorized service center. Their work is guaranteed....

This is my second google review for Richmond BMW. My first review was in 2015 and since then their service has gotten worse. I have been their customer since 2008. I bought my first X5 from them and they had good customer service untill 2016. We have noticed that their service department is not very customer oriented anymore. This is the main reason I have bought my 2018 X5 from DC area instead of giving business to my local dealer. In the age of social media, companies should pay more attention to a better customer service!

Tim, in service understands what I expect from my car. They have me totally spoiled. I have been to other dealerships and walked away to go back to this one.

On 10/31/2019 I took my 2017 M3 for a State Inspection since I bought the car from Florida. The inspection was rejected due to headlight tints and a damaged tire. The tint removal was a super simple and I did it myself in a few minutes mainly due to the fact that if the removal was going to be done by BMW it came with a disclaimer that if it was damaged I would have to buy new headlights. The tires were quoted at $ 380 per tire however I told the tech that they were cheaper than Costco for $ 311 per tire and he told me that Richmond BMW service would price match. When I went back on 11/5/2019 to get the tires installed I was told the price match would not be possible. I wish I was given the correct information the first time so I would have ordered in a timely manner from Costco and not be push up closed to the deadline for the inspection and bring the car in an additional time when Richmond BMW would not honor the commitment. It has been quite an aggravating experience at the dealership for service.

The staff are friendly. It's a clean environment.
The prices to have your "BMW" repaired there are a bit pricey in my opinion...

I could not be more pleased with the experience I had. When looking for the vehicle I eventually got, I searched in multiple states (I'm in NC). I was willing to be flexible with car options and colors, as long as I was happy with the deal. Richmond was able to not only get the exact vehicle I wanted, they were by far the best work with. I worked with Drew Fletcher and Joey Harris, and they were up front and honest about every detail. Since I was a few hours away, I wanted to have everything worked out prior to showing up. Despite how well everything was going, I was still a little worried that when I finally showed up, there would be some surprise. Thankfully, my worries were completely unfounded. Not only were there no surprises, the experience was the smoothest I've ever had. They have earned my business for years to come.

Great Dealership. A little expensive but you pretty much know that when you own a BMW. Staff knowledgeable. Would buy here again.

They did a good job. However I have an extended warranty and I asked if the battery was covered by the extended warranty but never received an answer. The battery was $430 and thought it would be covered by the extended warranty that I paid $2500 when I bought the car.

Amazing service, awesome experience while buying my x5, it was a pleasure working with Larry. Not so great experience working with others at the agency. I felt pressured / scared to buy warranties and services I may not need or probably would not have opted. Servicing has not yet been smooth. Part ordered once was not actually available, on next visit was not found to be the right part and could be changed only on third visit. Vehicle returned with some scratch marks and oil drips.

Absolutely the most friendly people that I have dealt with.
Tim Peterson was great and helpful , he was not pushy and he assisted me with saving money with coupons and his kindness was above and beyond. Great place and highly recommend them. Ask for Tim Peterson and you will be glad you did.

In October I purchased a CPO 2014 328d. It was easily the worst car buying experience I have ever had. I had been looking for this model of this car for a while and since it was difficult to find I went ahead with a purchase, I should have walked (run) away from the opportunity.

BMW leads one to believe a CPO vehicle has been checked and rechecked. The car is ready to go with no issues.

This car was dirty, stains on the seats, manuals missing, tires worn to mention a few issues.

After the vehicle was properly detailed and cleaned, I was told manuals were inside dealership, and the tires would be replaced, I agreed to the purchase.

I arrived at the dealership to take ownership of the car to find out when they went to replace the tires they found a wheel was "bent". Asked why they didn't replace the wheel the story changed to all 4 wheels were bent. I was told I'd have to buy, at my expense, new wheels for the car if I wanted to buy it. So, to buy a CPO BWM vehicle, I had to spend $1500.00 in parts, a vehicle checked out completely and certified to go, before I could buy the car. After much deliberation I decided to buy the car. The wheels and tires were replaced.

The salesman tried to demonstrate the i-drive, it wouldn't work and he blamed my phone, even though none phone related functions didn't function either. He said the BMW genius would figure out the issue.

The next day the Genius decided the i-drive was inoperative but not because of my phone. I returned yet another day to spend all day while the i-drive was repaired.

It was discovered the manuals were not being stored in the dealership and a set was ordered. The order came in and it was one manual of the missing group. When the Genius discovered this he went in the parts area and came out with a complete set of new manuals complete with the leather binder.

The day the tires/wheel issue was going on, the general manager was involved with the used car manager. She never once said a word to us or apologized to me for the issues, even while standing right beside me. Nothing! Shows the regards for the customer.

I live 2 hours, one way, from the dealership. It took 4 round trips to make this purchase and get the car in proper operation.

Now that I have the vehicle, overall I am pleased with the car. I wish it had the type wheels the car came with. The larger wheels and low profile tires in my opinion, take away from the designed handling and ride.

I never expected this sales experience. I was really let down, not what I expected from a class automobile manufacturer. I am pleased with the service department, they worked hard to make this vehicle right after the sale. Wish the CPO check would have been better.

I may choose another BMW in the future, but it will not be from this dealership.

This has been the worst car purchase I have ever made, I bought a 335i the first week of August and thought it was ok. The GM would not move on the price but he did come and talk to me and I appreciated the directness so I bought the car. I expressed to him I wanted to have the car checked out and he said it was in great shape and showed me several service records and a list of new parts he said he had personally had put on. Like a dummy I trusted him and did not check it myself. Well I drove the car to a meeting in Maryland in September only to find out that my tags were expired and they towed my car. Then I called the dealership and was told to come in and when I told them I was in DC they said to come in when i get back. I then had to call several more times to get them to send me a tag which they did. Then the next week with only 1588 miles from when i purchased the car I had to have it serviced as several lights come on the dash. The techs came and got me and showed me where it had silicone over several leaks and alot of things covered up. I said I had a warranty no worries but after we called they did not cover those leaks and would only cover 1 part so I cancelled the 3k i paid for that and just paid the 1791 out of pocket. Then 4 days later the brake system started failing and I noticed the bumpers starting to change color so i took it back in and they said the brake system needs a new pump and it is 2k and I asked them to check the bumpers and yep they are not factory and they have been sprayed with no clear on them so they are starting to fade and crack he even showed me under neath the car where they had I guess used a spray can to paint them while on the car and had alot of overspray . This has to be the worst place I have ever dealt with. I have 36 people in my office that have BMW's I am making sure each of them know what has happened and to never go back to them. I will also be filing against them at BB and telling everyone I can which since I come in contact with 36k people in course of the month with marketing for a major corporation wont be hard to do.

Steve Learner is the best ! He s honest , transparent, has integrity, the list goes on and on ! We feel we made a friend and will continue to return to him for our future car sales needs , even if we have to drive 25 miles , passing all those dealerships that just failed us ether because they are just rude or they didn t have what we were looking for . Also a shout out to Jeremy Galas for listening to what I had to say and fixing the issue in an hour. Jenish Shah for his knowledge of financing and patience and Manaya Mabry for her professionalism and accuracy making my appointment. Again Thank You All for a wonderful experience! Sincerely, Erin & Vince

All personnel with whom I worked on the process were professional, helpful, and worked very hard to find a vehicle that matched my preferred options most closely. Steve Lerner helped me with my previous purchase and his level of knowledge and energy and professionalism had me return for this purchase. Customer Service is exceptional at this location.

I have bought 3 cars from this dealership and the customer service and professionalism is excellent.

The service dept is great too. I have delt with Scott and Eddie and both were great to work with.

I would recommend Richmond BMW to anyone

Deal was quickly made using KBB price estimates. We appreciated a lack of the usual back and forth on pricing.

We bought our used vehicle from them, a year later when we went to have it inspected there was a problem with some of the repairs that they did prior to sale but the still fixed it with no further questions. They even provided a loner car for the four days the vehicle was in the shop awaiting parts. I will definitely do business with them again.

Mr. Paul Taylor and his assistant were phenomenal (customer service, attention to detail, etc.). Thank you for a great experience.

friendly, knowledgeable staff- pretty informed about EVS when compared to other traditional dealerships.

I ordered our 2015 335i back in December because I wanted something very specific. We picked it up on Monday, February 23rd. Rebecca was my salesperson and she was great. Patient, informative, knowledgeable and a just an exceptionally pleasant personality. When my wife and I arrived to pick up my car she had it in the showroom polished and ready to go. Thad introduced himself and asked if there was anything he could do to help, if not now, he wanted us to know he was there if we needed him. Rebecca handed us off to Heather in finance and she did a wonderful job in finding us an outstanding interest rate but also reviewed service and product options. Dan stopped in to say hello and to comment on how he really liked how we optioned our car! We began to talk and he offered some great advice about servicing our car since we intended to keep for 8 to 10 years. Thanks to Thad, Dan, Heather and especially Rebecca! This was my first car bought from Crown BMW and was a fantastic experience!

My X5 was service with not problems. Assistant Paul Taylor was respectful and kept me informed every step of the repair process. Excepcional Service!!

At first I was not thrilled about the wait time, especially when I had to wait for about 4 hours for a fix that I was told would be about 1 hour :30 minutes. But this guys were thorough, they fixed all the issues I complained about and also fixed 2 other issues that a couple of Indie stores could not fix. And the price was very reasonable, they had some specials on their website.
Overall I am very happy with the work done by this store. I deducted 1 star because of the wait time. I will definitely recommend them to anyone.

Tim was awesome! He kept us updated as they worked on our car. I couldn t ask for better service.

Got an incredible deal on my dream car. They go the extra mile to find the best financing options and earn your business. Also a super smooth signing process!

Mark Revely was a treat to work with. We were in the market for a brand new BMW X3 and worked with Mark ended up buying a certified pre-owned X3 that was our perfect match. He was patient with us and provided good feedback. It was just not a purchase but felt more like a great consulting session. My husband and I enjoyed working with Mark, Dimitri, and Adam (finance).

Unlike traditional car buying there was no pressure, Richmond BMW gave us our space and were very concerned with our needs. We could ask any question and Mark would patiently answer our questions. Loved the experience and would recommend Richmond BMW to anyone.

Took a train from Philadelphia just to come down to purchase a used car. They did an exceptional job of picking me up from the train station and making me comfortable at the site.

Expensive every where you turn...they all work hard in the car repair area.

Update: 9-19 Great service! I called last minute and they fit me in that day. It was a relief, so thank you. They performed the services fast and efficient.

Original review:
WTH! I just got off the phone with Karen who schedules appointments and I am very bothered. She spoke to me like I was supposed to know everything about the service department and seemed bothered that I was asking questions and verifying the date and time of my next appointment. Its not too big of a deal but it bothered me enough to write this. Besides for that incident BMW Richmond offers great service and I really appreciate their service dept. They are all top notch and I would not go anywhere else.

Up until today I was very please with this dealership. My family's last three vehicles came from here. Today was a totally different experience. I had booked a test drive of a car they were sending over from their sister dealership. I arrived at appointed time and introduced to the used car manager. when I introduced myself and told him why I was there, he looked at his computer and said, sorry that car is out on a test drive, let me find out when it's expected back. After 10 Minutes, he comes back and says, the other dealership sold that car last night. So.. You lied to my face 10 minutes ago? I don't begrudge them from selling the car, but have the method and respect to let me know, don't lie to me then backtrack.
I think it's time for a new dealership.

Always a pleasant experience. Tim Peterson is extremely professional. Thanks !!

The couple of times I've had to take my car in, everyone has been super nice and very helpful. I'm very happy with the service I get.

Professional, efficient, and friendly. Ask for Ryan, he was great!

I m 84 years old and I ve purchased so many cars that I can t even remember all. Some car buying experiences were good some bad but one that stands out the most of all is buying a car from BMW in Richmond just few days ago. First of all I must say that I was extremely happy with the purchase price and the simplicity of the whole buying process . Every person that I ve encountered from the initial meeting with a young sales agent named RJ to the end of the process in the financing department was extremely knowledgeable and very kind . I live in Roanoke area about three hours away from this BMW dealership and I drove that far to locate my particular dream car and thanks to the great price and the staffs kindness I was able to purchase it. Thank you JR , thank you the rest of the BMW team , I m greatefull for making my dream come true. I will come back again !
Donald Ray Holland

Tim Peterson in the service department has been wonderful. Great customer service!

The staff was very attentive and took care of me quickly. They did not try to upsell me with a bunch of different extra services. I really liked that

Excellent experience with Nick McNevin (Sales) when I was buying my 328i coming off a 39-month lease. Very pleasant and professional - and a nice person. Also appreciate Akshay (Manager) taking care of some maintenance before I could be on the extended warranty. Only input for improvement (to the dealership): it took pretty much all day to complete the transaction even though the price was agreed upon in advance by e-mail and it was a cash (check) transaction. Process should be speeded-up and more than one person should be able to do the Finance paperwork.

Dennis Morgan has been my Service Adviser for both of my BMW's. He is always very friendly, professional and informative.

Sales staff could not have been better. I can't enough good things about Laz, Dan, and Shawshank.

My wife has bought 3 Mini Coopers from Crown Mini and we have always been impressed with the sales team. Not only do they work with you to make the sale but they are still as responsive after the sale. My sales rep, D.J. Sardana went out of his way to make sure I was happy with my purchase before I signed on the dotted line and he his backed by his exceptional sales manager, Yung (I'm not sure this is the correct spelling and I apologize to him if it is wrong).
If you are considering a Mini I would highly encourage you to visit Crown Mini of Richmond.

I had my car 535i having for Service issue. When I arrived there on Saturday and Eun from Service team greeted and helped me to get a loaner car immediately. I have received Excellent Service from the Team and completely Satisfied and would definitely recommend them to my friends and family.

With masks in place and appointments spread out, getting my car inspected went like a breeze. No heavy sales pitch - just great service

BMW Service and Pail Taylor are always courteous and a pleasure to work with!

Excellent customer service. Very happy with the quality of work.

I have been a customer of Richmond BMW for many years, and my most recent experience was terrific. The sales crew made me feel like a VIP with many working with me to ensure I was receiving what I wanted at the best deal possible. Many thanks to RJ, Akshay, Shashank, Greg and Aaron. It took a village to make me happy, and they certainly did the hard work. Thanks! I am also grateful for the dealership having a much improved makeover.

Paul Taylor, simply put was amazing !!!! From the moment I walked through the door, he ensured my needs were attended to and provided excellent customer service.

Tommy Gellamari was the best service technician I have ever had. Constantly updating me on my vehicle and returning it spotless. Mike Rossetti

Your service department was excellent especially Mr. Paul Taylor.

Very pleasant service representatives. However, in changing my spark plugs, two unrelated items were broken (two different events involving two different calls to me) and I was told it was 4 days to get one of the parts, not to mention the labor and materials cost. I told them they needed to do better and they "surprisingly" were able to get the part the next day. They wrote off the labor on the two parts, but I don't think it was much. Frustrating, to say the least. At least they were pleasant people.

Excellent Follow up Service Provided in resolving a noise from the Steering Part of the Vehicle by Richmond BMW.

Paul Taylor was my service rep and he was great! I have had various BMWs in and out of warranty serviced at Richmond BMW over the last 20+ years and have never had a better experience than what Paul provided.

My car was ready when promised, and I paid less than what was estimated.

Paul is top notch; I will always ask for him in the future.

Treated me like one of their own! While on a long distance trip down I-95, my BMW 335-I got a flat in one of my hard-to-find run-flat tires. Richmond BMW immediately worked me in and treated me like a VIP. I was back on my way in about an hour. I would certainly welcome doing business with them again and unquestionably choose this dealership if I ever find myself living in the Richmond area.

Most knowledgeable salesperson I've encountered in years. Nice people, great cars, and competitive price.

Prices are very high and sales people acting like giving car to you for free, specially sales manager is extremely unprofessional and even doesn t know how to talk , one of the poorest costumer service, when costumer want to discuss about used car price , they talking like shitt. Car has damage on it and he claims they must spend 1000 dollars to fix that but when I asked I ll take care of it he said no I can t reduce the price , sales people must be honest with costumer otherwise they can t get costumer satisfaction

Amazing staff and I bought a great, reliable car from there recently

The service department is very hit or miss. Having to bring your car in on a regular basis is a challenge, it is even more of a challenge when you make an appointment and then you show up and they say you don t have an appointment...can you come back tomorrow. Or you get an email from Mary saying you need service and when you take the car in the service provider says their really is no Mary and your car really doesn t need service for several thousand more miles. On other occasions, having bought the detailing package, and they don t detail it. Or you send in about issues and no one calls you back. Very frustrating.

As always Paul at Richmond Crown BMW is always professional, kind and more than will to explain what need to be corrected when servicing your car. He pays special attention to those that may not know much about cars and what the problem is to be addressed. He literally pulled out a toy car, flipped it over to show me what needed to be done and what could happen if it s not addressed soon. What advisor does this. This is what he s done every since I ve had my car serviced since we brought it in 2016. He cares for his customers. Something that s missing in today s society. BMW hires the best people to take care of their clients. But by far Paul is the best of them all. Thank you you for be a man of integrity. And thank you BMW for knowing what quality to look for.

The routine warrantee servicing is done quickly and then they wash the car! The valet service to my office and back was friendly.
This cold morning when my tires were low, I got in, they set them at the correct PSI and I was out in under 10 minutes. They truly do have excellent customer service.

The service department (writers, mechanics, porters, etc.) is always attentive and listening to anything I might tell them, or answer any questions I've ever had concerning my BMW x2. I wouldn't go anywhere else!

I can't say enough good things. The buying experience was excellent, the showroom and amenities match the quality of my experience, and their service department have gone above and beyond what one would normally expect.

Paying was convenient by phone. I should have reviewed the bill prior to paying, there was a shop charge I would have questioned. Otherwise it was a good.

Worked me in even without an appointment. Great dealership and service department.

Paul was great and provided me with excellent service as always! Very pleasant and courteous; kept me informed of the progress on the work, and ensured other upcoming service work was also carried out. Thanks!

Time Peterson [service consultant] and Richard [technician] are an absolute credit to this dealership s service department. I have nothing negative [at all] to say about these two gentlemen. I would spend my hard earned money at an independent shop - in a heartbeat - if it wasn t for these two.

Both are an absolute credit to Richmond BMW West Broad Street.

They are very polite and pleasant to be around. Worked so much faster than what I expected. It was a pleasure to visit!

Everyone at the location was superb, professional, and easy to work with. Larry and Andrew did a fantastic job helping me navigate the selection to pick the perfect car, and since it was out of state, had it delivered to the showroom for me. Made the overall experience of buying my new BMW X5 suv very easy and not stressful at all. HIGHLY HIGHLY recommend stopping by!

Awesome service experience! I ve had nothing but glowing reviews for their service department over these pst few years.

I want to ensure that this 5 star review is only for the service department, as the sales department is relatively under-par. I walked the showroom and the lot and was never approached by a salesperson, even though they were all standing around. I had to get a wonderful woman (Miss Marbury (sp?)) to get a salesperson for me.

I was interested in what my options would be if I were to trade-in. You would think, during COVID-19, sales people would flock to you.

Paul was very courteous and professional. They were operating on a skeleton crew, however he made me feel as if I was the only client in the service center. Very attentive, great communication and follow up. I would definitely recommend my family and friends to come to this place of business!!

Excellent sales experience. Tim St Cair and his team was were very attentive and responded quickly to all my requests. Once arriving on site for test test Tim and his team members treated my wife and I very well. The vehicle we saw online, test drove and purchased was exactly as described. Our two hour drive home after purchasing the vehicle performed flawlessly. I would absolutely recommend Tim and his team members at Richmond-BMW to my friends and family.

This was our first experience with Richmond BMW and we will definitely return. We worked with Kyle in the service department and were very pleased with his kind and professional service. He kept us informed with the status of our work and worked diligently to address the problem we were having with our BMW vehicle. After having such a great experience, we will use Richmond BMW for our future BMW purchases.

Excellent experience in buying a car and follow up services!

I just experienced great customer at BMW on West Broad. The key characteristics of good customer service is the service manager Mark . He was generous with his time and provided me with a rapid responses to my service needs. He also makes himself available to answer any questions I may have. I would recommend BMW on West Broad for all your service needs. Every customer is different but I truly believe that Mark does what he can to satisfy his customers. I have also been pleased with service advisor Travis as well.

I recently worked with Nick McNevin at Richmond BMW to purchase a 2016 M4. Nick is their M Product Specialist. I am extremely pleased with my experience with Nick and Richmond BMW. Nick is knowledgeable, friendly, responsive and professional a breath of fresh air compared to his counterparts at other dealerships. Nick truly went above and beyond the call of duty for me to make this sale as smooth as possible. I can certainly see why Richmond BMW has entrusted him with the important role of M Product Specialist. I recommend Richmond BMW and Nick very highly.

I have owned 5 BMW's and have relied on the service department for many maintenance and warranty items. The service I receive there is above great. I have nothing but high praise for the entire service operation.

JAMES WILLIAMS!!! Thank you for bringing me back to the west broad store! You provide excellent customer care....you should definitely have a billboard with your name on it . My car is in excellent hands now and I love the treatment I am receiving at this location.

We just purchased a 2013 Mini Countryman from Richmond Mini! I have purchased many cars in my lifetime and this was a first with no pressure and a true concern for the right fit of a car for me, not just a huge attempt to just sell me one. The salesman James Gardner and manger Jung where fabulous! I would tell anyone looking for a Mini or a BMW to start right here! You won't need to try anywhere else!!
Great job & Thank You

Lisa W Moses
Charlottesville VA

My experience Dell was amazing, he goes the extra mile to find an get you what you are looking for! I purchased 2 vehicles within 6 months from him! Awesome deal!

My wife met Anja on a Sunday and test drove a Mini Convertible. She fell in love with both the car and Anja. I met Anja on Wednesday and signed all the papers and I too fell in love with both. The car is hot and.......... Anja is very personable and professional. Answered all questions and made us feel at home and happy to buy a new car. I highly recommend Anja and Crown Mini if you are even thinking of buying a car.

The service was excellent and the 5 star rating is well desired.

Excellent service. Brian Mckeown was on top of his job as a advisor. Pleasure doing business with him and Richmond BMW.

From start to finish Richmond BMW was on point. Was taken care of by a Service Representative named "Dawson". Took the time to explain in detail anything that was needed. Kept in contact via calls to inform me as to the status of servicing. GREAT SERVICE!!! I still mention your place on my own personal fb page. THANK YOU Dawson you made it easy from start to end. He will be the one that I will arrange to go to if and whenever needed to go back.
PS...nice showroom too!!

Just bought my second BMW. Very pleasant process. No pressure, very helpful sales personnel. Even though were looking for a used X3, Ian treated us as if we were buyin an 8i. Would not buy from any one else. Outstanding Service Dept as well . Tim is our service contact. He is always there for us even for phone calls about minor questions about our 135i In short everyone with whom we Have Had contact were phenomenally well prepared in providing the highest level of customer service we have ever experienced. Only car dealer that makes you want to go there just for the experience of being treated well. Customer respect is alive and well at Richmond BMW.

About a week ago my faithful friend, my 325i BMW , was in essence totaled. Taken in for an oil change and then sadly told the axle was about to break, among a long list of other problems. Right there I know I need a new car. Harlan Loebman came to my rescue. If I could get an award to salesman of the year Harlan would be the recipient. Thank you for making my day.

Thanks Arthur for providing excellent customer service!!

Manaya and Tim took such great care of me and my car. I do not live in Richmond, so my (several) repairs were under a time constraint. I am happy to report that all issues were addressed and were completed with time to spare. I will definitely use this wonderful company from now on many, many thanks!

Mr. Taylor in the Service Dept was fantastic! I came in just after closing time with a flat tire. He asked a mechanic to clock back in to change 2 front tires and do an alignment. We were all there until after 7pm. I didn't get the mechanic's name, but they had "service with a smile" down pat. I really appreciate them helping me out!