ComplaintsforRichmond BMW

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A *** was purchased for $15K from Richmond BMW in July 2023. The Sales representative and the Service advisor convinced me the car was in excellent condition and praised how the previous owner took the vehicle in for service consistently and the car had no issues. Because I was dealing with the dealership who I felt was honest and provided confirmation about the service performed I went ahead and purchased the vehicle. Almost a year later I take the car in for the annual performance check to only find out I need over $6K in repair work done. This car has only been in my care for close to a year and now half the value of the car is required in repairs. I honestly believe they manufactured information and was not transparent about the issues to get a sale and now less than a year later asking for over $6K of work to be done. I need this company investigated for providing fraudulent information to a customer to get a sale. They praised how the car was always serviced with them; however, I believe they new other issues were wrong with the car and chose to omit this information to get a sale. I need help to make them do right.

  

  Business response

  07/20/2024

  We are very sorry for that **************************** son has recently had issues with his vehicle.

  We are not in any way responsible for the mechanical issues that now exist. We had a mutual agreement sold the vehicle to him ONE year ago in good faith, we had thoroughly inspected the vehicle and prepared it for retail sale at that time by our certified auto technicians. We have offered to make the repairs needed at a very discounted rate and ************************ has rejected our offer. 

  Once again, we are sympathetic with the situation and have offered to do the best that we can. Thank you. 

  Customer response

  07/22/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have informed the business the problem existed prior to the year, and they believe offering a $2000 credit would be sufficient to perform $7K in repairs. I am working with an independent mechanic shop that was referred to me to get a thorough analysis performed to confirm this problem existed well before 92K miles in which they are claiming is when my sons issue started. They have even admitted to the fact that they use a computer error to confirm if the problem existed and without an alert would not have checked for the issues they are now identifying. I believe they were negligent and took advantage and I need time to prove this was due to the companys incompetence that resulted in a vehicle being sold for over $16K to have repairs in the amount of over $7 with only close 10K miles added to the car. 
  
  Regards,
  
  ***********************************
  
  
  
  
  

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wellitfaty5

  Customer response

  03/25/2024

  I have sent pictures which shows stuff that was not attached to the car and the other is the shop addressed a knock they heard from my car and stated that and what they did at that time and when I picked up my car you could hear a small tap/knock that over time between the day I picked it up until in 3 weeks got louder and louder until the car shut down and is in the condition it's in now they was supposed to fix what was wrong with it and it was not done and the car didn't last 30 day was never fixed from the day they released it back to me  .and they knew it was not right cause one of the mechanics told me if it doesn't start let them know. Now that doesn't sound right to me for them to say that.

  Customer response

  03/28/2024

  The shop didn't fix my car. I paid$ 63332  and the reason the car is not running is a result of one of the things that was addressed and a part was installed but it is clear that the part didn't fix it . And I told the shop to fix all that was wrong with it and they called me to get the car it was supposed to be fixed but it didn't last 3 weeks. And I told them about the things that was going on with it the entire 3 weeks. I want my car fixed or a refund 

  

  Business response

  05/30/2024

  Good Morning ****,

   

  Sorry for the delay in response.

   

  Our top priority is always customer satisfaction. In this case, *************** left her vehicle on our premise for 1 YEAR and we allowed her vehicle to stay on our property due to her unpaid invoice. When she finally arrived to pick it up and pay her outstanding balance, the vehicle would not start and in good faith we replaced a starter and made sure all safety related components were in good working condition. She took her vehicle and a couple days later she returned with a no start issue. We once again repaired the starter in good faith. 2 weeks later, she had the vehicle towed in due to not starting again. On this occasion, we diagnosed metal flakes in the oil and in the engine. We explained multiple times that due to her allowing her vehicle to sit for one year, that could very well happen.

   

  All previous repairs have nothing to do with an engine issue and we are not responsible for any further repairs. We regret that she has had other issues with her vehicle, however we feel that we went above and beyond in this matter.

   

  Thanks very much and please let us know if you need any further information.

   

  Best Regards,

   

  ******************

  General Manager

  BMW of Richmond & MINI of Richmond

  *****************

  Richmond, VA *****

  **************

   

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought car in to dealer for repair covered under carvana warranty. Car had coolant leaks and a battery voltage issue. Dealership said repair would take about a week. After two weeks of not hearing anything called and found out coolant repair had been done but the battery voltage issue was waiting on parts. Dealer allowed me to pick up car until parts arrived again said another **** days. After picking the car up found they had broken several parts during coolant repair took back and they fixed them. One month later parts for battery voltage issue still not there went back in December and found ticket was closed out and parts not ordered. Contacted several other dealers and said parts arent back ordered which was the *** of Richmonds excuse. Spoke to manager and was told parts would be ordered and that I would be updated atleast once a month. Its june and have not heard anything from them. Called service and parts were never ordered. Im

• Initial Complaint

  07/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a 2015 ******* Sonata from this Dealership November, 2021. 2 weeks later, we had an oil leak. They could not find. Car went back and forth several times. Finally, said they replaced Valve Cover Gasket. That did not solve the problem. Still going back and forth with the Manager, *********************. Nothing getting resolved. We contacted a ******* Dealership to see if this maybe was under a warranty with this model car, and it was not. When we purchased the extended warranty, come to find out it was an electrical extended warranty??? We were never told this. Still complaining to the dealership. Took to a dealership again in Williamsburg, they found oil leak. Asked Richmond BMW to pay for this, and they refused. Car finally just cut off and will not run.. Had it towed to Richmond BMW and no one called for over a week. Dealership calls and asks"Why is your car here?" Then we were told they were sending to a ******* Dealership. Called today 7/11/21 to talk to the service manager, and he knows nothing and does not know where the car is.

  

  Business response

  08/03/2022

  Thank you for the opportunity to update this concern. The customer has a powertrain warranty, and the repair is being covered.  The vehicle is in the warranty company authorization process which includes an estimator inspecting the vehicle prior to repair. 

• Initial Complaint

  12/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On December 18, 2021, I took my vehicle into Richmond BMW, after making an appointment online. I arrived on time and explained to the young lady behind the counter that I had recently had an ABS Module replaced in the car and the technicians from the other repair shop could not clear codes that were coming up, but they were not related to the ABS Module. I listed the codes that were coming up and instructed that they had also replaced the left wheel sensor. I also needed an oil change on top of the diagnostic and finally that there was a service light on the car. At 3:20pm on the same day, I received the inspection report and nothing was wrong with the car, except for what I had brought it in for. On Monday, December 20, 2021, I inquired about the status of the car, only be told that I was sent an estimate for the repairs. BMW was requesting $******** to replace the ABS Module because they realized it was a used unit. I declined the request on Tuesday, December 21st. On December 23, at 8:35am, I sent another message inquiring about the status only to be told it was ready for pickup. Upon pickup, I was being charged 2 diagnostic fees a total of more than $***; however, the estimated value for repairs was $******. On top of the additional diagnostic fee, the car still had the service light on, the car had not been cleaned nor had the fluids been topped off, as the washer fluid light came on (both the cleaning and the fluid top off are standard BMW practices). The Service Advisor ***** ******** was quite rude and dismissive of what I was saying.

  

  Business response

  03/02/2022

  Good morning ,  I have called customer several times she is unaware why I am calling , she said everything was fine.  After reviewing the service appointment everything was approved by the customer.  I hope this helps, have a great day.
  

  Customer response

  03/02/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Mr. ******** has tried to call me several times, yet, he and I have never actually spoken.  His messages simply state that he is calling from Richmond BMW, and to return his call without actually stating what the call is in reference to. I have copies of all of the voicemails he has left.

  The information that I supposedly approved was misleading in nature and had J known that I was being charged twice, I never would have approved the charges.  

  
  Regards,
  
  ***** *****
  
  
  
  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩