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September 2023 by Dmitry Malayev
Experience was good until we found out that the dealership does not stand by their word. The numbers started changing at the last second. We agreed upon the numbers, after which I allowed for a hard credit score check (tier 1) and everything was going smooth, gave all requested info and was on phone with insurance company to add VIN of vehicle to my insurance, at which point I get the Lease agreement and all of a sudden out of pocket went from $2000 to $10000+ and the monthly payment went from the agreed upon $1452/month to $1576/month and everything changed. I got very angry and didn't get the car. Tim the financial manager tried to play it off as taxes, lease agreement also had $9000 in add ons and I asked what's this and he was saying the addon's are taxes. Tim is a liar and tried to play games. I've been leasing for over 15 years and never experienced this. What's worse I had a broker negotiate and deal with everything and even after everything my broker told me in his 10 years of doing this, he has never seen such a huge fluctuation in agreed upon price especially with someone that has Tier 1 credit score. He reviewed the lease agreement and basically told me they were playing games with the numbers and not a single thing matched the original agreed upon price. Tim is a liar is all I can say and he tried to play me for a fool on a left over car they are having a hard time moving, probably because they are playing games with other potential customers as well. Would not recommend dealing with them at all. I would give 0 stars if I could.
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September 2023 by Joyclyn Kananen, REALTOR
As a REALTOR, it's important to have a dependable vehicle. My vehicle needed new brakes, and Richmond BMW Midlothian took care of me while providing great service. I decided to wait on my vehicle, and they communicated throughout the wait. The service was completed fast. I have been to other BMW dealerships, and this one, by far, is the BEST. I drive an hour to this BMW because of the quality of service they provide. Thank you, BMW Midlothian!
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September 2023 by Donald Clark
I am new to the Richmond area and have only started using Richmond BMW for service on my 2022 M340i. The entire team is polite and professional. The facilities are spotless and the waiting area more than comfortable with tables available should you need to break out the laptop and work while the team works on the car.In and out, no troubles and the car came back cleaner than when I brought it in. I look forward to a long relationship with the Midlothian team.
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September 2023 by Beautiful Gemini 620
I saw the BMW online and wanted to check it out. I wasn’t greeted right away by a salesperson. After standing there for about 5 minutes looking around, I was able to flag down Cassie who assisted me.The financing part was easy and everyone was accommodating. I wasn’t able to pick up the vehicle until the next day because it was being serviced and “detailed”. Being new to the BMW family, I had expected to have a brief introduction to some of the highlights of my new ride but Cassie was servicing another guest and no one else seemed interested. I guess that is what YouTube and the Owner’s Manual is for.
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September 2023 by Will Doughty
Took care of my airbag recall with ease. Contacted Ravin, he allowed for 3 way call between him, the parts manager and myself to verify the parts were there. One was, the other had to be picked up from the Richmond location, which they got for me the next morning and my car was ready early afternoon. Thanks for the quick turnaround.
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September 2023 by R
Beware of the service scam practices this dealership is implementing nowadays.The experience was everything less than the "ultimate service." The whole deal comes across as a scam. Failed the inspection for something that I argue is subjective. Also received outrageous quotes to keep my "ultimate driving machine" in working condition. Nonetheless, the car was handed back to me in worst condition than I brought it in for inspection.I have been a loyal bimmer owner and service in your dealership for over a decade now.Looking forward to see if you will do something to help correct this fiasco.
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September 2023 by Brittany Meredith Pierson
Customer service is a -0, I called BMW parts and spoke with a nice gentleman after I inquired about projector LED lights. Gave him my make and model and he said" no doubt come in and we will get you set" 2 hours later I come in . I'm waiting 20 mins for someone to help me and a lady Jessica is less than enthused to assist.They didn't have what I wanted In stock however that would've been nice to know before I drove 30 mins across town.I shouldve stuck with Richmond location as they provide better customer service .On my second go round later that day an advisor named Matt was acting extremely confused when I returned . Not a pleasant experience at all.One positive note they have good waiting room music
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August 2023 by Lisa Hall
Unfortunately, my experience with Midlothian BMW has not been a positive one.I purchased this vehicle online with a trade-in. As I was driving away from BMW after picking up my vehicle I noticed the windshield had two chips in it. One had obviously been filled/repaired. I immediately called to report this, spike with the sales manager who advised he would have someone come look at it and then figure out a solution for me. After several follow-up texts and calls, the sales manager finally sent someone to look at the windshield. He was there for 30 seconds, looked at it and said yes it has been repaired. Nothing he could do. I have now waited three weeks for a follow up from BMW to find out their next steps. I’ve had no response. I made a phone call and text the sales manager and still nothing. It’s been eight weeks since I purchased my car and still no resolution.Additionally, the information for my registration and tags were not sent in a timely manner by BMW and I had to call my sales person to request an extension on my 30 day tags.The vehicle I purchased also did not come with a front license plate holder. My sales manager advised that BMW would purchase one and have it shipped to me. I am still waiting.While a couple of these issues may seem minor, this is not the experience I would’ve ever expected from BMW.
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August 2023 by Nick Paphitis
The staff, sales, finance, manager were all first class! I worked on the purchase over the phone and online for less than 36 hours, had everything sorted out BEFORE my arrival on a Saturday morning, and was in and out in 1 hour approx. The experience was excellent and professional and as expected when buying such an amazing vehicle. 2024 M8 Competition!Thanks again to everyone!
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July 2023 by Joe Burgess
After arriving at BMW Midlothian on the afternoon of June 26, 2023, we met our Sales Advisor, EJ Hill. He allowed us to go over the vehicle we came to take a look at. We also took a test drive of the car. Throughout the visit, Mr. Hill was friendly, courteous, respectful, and helpful in responding to questions that arose. He met the challenges necessary for the position. The professionalism Mr. Hill exhibited that afternoon, led to a sale of the vehicle that we felt met our needs and that we came to see.Thank you.
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July 2023 by Alba Colmenares
Service was good, my overall experience was very poor, I told them that I was considering trading my X3 for an X5 and all I got was a Carfax, which I could have gotten myself, it looks like they are not interested of selling cars, or perhaps they thought that I could mot afford a new one, anyways, nothing compared with the excellent service I am accustomed to receive in Sarasota, Fl. I will not go back to service my car over there.
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June 2023 by Olexandr Kal'tsev
Amazing and super helpful team!I was passing through Richmond on Saturday afternoon and had an issue with my tire. Called BMW Midlothian and they were able to get me in and install a new tire in less than an hour. Very friendly staff and great dealership. Highly recommended!
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June 2023 by DAVID SOMMARDAHL
Scot and service team was amazing. Scot is such a great communicator and followed up on everything. Cassie on the sales team also was a huge help, very knowledgeable and made sure I got to test drive x5 and answered all my questions
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June 2023 by Bob Tully
The team at Richmond BMW Midlothian was knowledgeable and easy to work with. I visited 7 different dealerships searching for the right vehicle. The customer service experience was superior to the others. I will go back the next time I am looking for a car.
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May 2023 by Irma Diaz
My scheduled appointment went well. Timothy was great with explaining everything that was happening. He offered suggestions when the expected should be necessary. He had my car given a quick wash and it looked fabulous leaving BMW Midlothian. Thank you Timothy and BMW for being professional and quick. Good customer service.
