Richmond BMW

Irresponsible and careless. Active-duty military over 20 years never treaded as badly as my family was at BMW Richmond, VA

Highly, highly recommend this dealership! My salesperson Sandy was a consummate professional -- so patient and supportive throughout the process, especially as a woman buying a new car. His manager, Akshay, was also very professional and very kind. Both answered all of my questions and took the time to explain everything to me. They even stayed after the dealership closed. Please go to this dealership if you are looking for a BMW.

Got into a bind driving my new IX in Richmond without realizing that I have < 25% charge on my battery and about 90 miles to go to get home. There were no compatible chargers in my area (believe it!). So, I called BMW of Richmond and spoke with Steve Lerner who was very kind and understanding and allowed me to come to the dealership and fill my battery to 50% (more than enough to get home). He was a life saver and a really nice guy. Next time I am in the market to purchase a new BEEMER, I'm going to Steve! Thanks Steve! M

My review is ONLY for the service department (since we bought the car from a dealership in Midlothian). I have always taking my wife's 2021 X-3 for routine services the last two years to this location. The staff in the servcie dept have been extremely polite and attentive. Exceptionally, the servcie advisor Thomas very helpful and shows world-class customer help. Finally, I would only say thank you and keep up the good job you are doing.

Steve was awesome and excellent communication. Akshay and jenish were hands on with everything and got me great deal with the bank. Best car buying experience ever. Definitely coming back to buy another car.

11/10/22 Yesterday, I dropped my BMW off for general maintenance. Today, I noticed that all of my presents had been erased…. even the ability to use my car phone. So, I went back to BMW and met with Steve Lerner. He was very knowledgeable about re-setting my presents and he took time to explain the things he was doing. Luckily, this was my second time within 3 years that Steve helped me. So glad Steve is part of the team at BMW in Richmond, VA.

I bought my BMW “X5 Xdrive 45e” on May 17, 2022. I was very excited and was ready to enjoy my new car. I didn’t know that it would turn out to be a disaster, with multiple malfunctions with this car. It was a huge mistake to buy this car, especially from Richmond BMW. On May 18, 2022, I attempted to charge it at home. It was not charging and gave me a red flashing signal. I notified the BMW dealer.  On May 21, 2022 took the X5 for “diagnostic tests.” The next day, a representative from the Richmond BMW called me to say that the X5 has been fully charged and ready to be picked up. Later, I found out that it was charged using the BMW charging station, not the X5 charging cord itself to detect the problem. Continued to have problems, as it was not charging. The Hybrid mode was not functioning properly. It was draining the battery, as if it was in “Battery Mode.” I notified the dealer more than 3 times. They simply shrugged their shoulders. On May 23, 2022, the "Engine" sign was on, the "Drive Train" sign was on and the "Check Control" sign was on.  Returned the X5 to the service department with much more frustration. They were going to do “additional diagnostic tests.” After multiple emails to get an update (about a week or so later), the BMW notified me that the X5 was out of service.  This was the only time that the service department issued a “repair order” for this service.   On June 4, I returned the X5 to the Richmond BMW since the hybrid mode still was not working properly and was using only electric power. I told the new car sales manager that I cannot accept this car and they must either refund my money or give me another car. I left the car at the Richmond BMW. Since I did not hear from the BMW, I sent an email and requested an appointment to resolve this issue on June 9, 2022. I was referred to the Richmond MBW General Manager (GM), Mr. James Williams. After scheduling an appointment with the GM on June 20, 2022, I met with the service manager initially, as the GM did not show up. I asked to meet specifically with the GM, as the appointment was with him. The GM was not helpful at all, as he tried to deny the problems with the X5 and attempted to cover up the issues. I asked the GM to either refund my money or replace the malfunctioned X5, since I did not trust this car anymore. I questioned how this car passed the manufacturer's final inspection(s) without detecting these multiple problems, as a new car. The GM did not care at all and refused to take his malfunctioned car back. Have not heard anything from the Richmond BMW since June 20. Since I did not hear from the BMW, on July 13, 2022, I called BMW of North America and filed a complaint regarding my dissatisfaction and disastrous experience with my purchase, with poor service, and unprofessional care of Richmond BMW. When I raised my concerns to BMW of North America, everything was over the phone, with NO written documentation, obviously, to avoid leaving any records that show the issues with BMW cars. The Richmond BMW conveniently did not create “repair order” as they did not keep the records of all 3 times that I returned the X5 to the dealer, except the major repair, to hide the history of multiple repairs of their new car. It was amazing that no one even apologized for what I have gone through, with the brand new malfunctioned X5, except the new General Manager (Mr. J. R. Reihl) after I raised my concerns to him. Amazingly, he offered to buy back their malfunctioned new car $8,000 less than what I paid. The Richmond BMW and the North America BMW handled this situation terribly.

Have worked with Steve Lerner on and off for the last couple of years as we have been looking for an X5 M for my wife. He has always been helpful from day one to try and find a perfect car to meet her interests/needs. We finally found the right car however, the current shortage in cars threw another wrinkle he went above and beyond to try and get the car from another dealership but they weren't interested in trading. Steve suggested we contact that dealership directly to make sure we got what we wanted. Steve is not a car salesman but rather a car consultant/advisor - recommend you speak with him before making your next BMW purchase. Gary Gore

Interesting readings. I have never had any problems with them until recently. Had tried calling & calls keep dropping. Dealt with a sales rep...name withheld at the moment. Service dept have never had any issues, but one & they resolved while there. About to blast on yelp and everywhere else I know of as a blogger but waiting to see end results. Its horrible to get lack of customer sales service to follow through. A manager called a few days ago claiming i owe them a balance. I TOLD HIM, NO TRUE BUT TO GO TO THE GENTLEMAN THAT HELPED ME AND HE WILL TELL THEM THE SAME, IF HE'S HONEST. All they have to do is confront the sales rep & if hes honest, the issue is resolved! I WILL change my ratings once they do what they are supposed to. Updates to follow. Having worked for Chase CAF, I may have to contract the regional manager. Not a good luck from BMW...

Steve Lerner is the man! He was very friendly and incredibly helpful. He took the car to a third-party for a PPI and spent time with me to get it all set up for me to hit the road. Richmond BMW picked me up from the train station and were very courteous and helpful throughout the entire purchase! I would consider making the 2 hour trip from DC to work with them again because of how pleasant the experience was!