Richmond BMW

Intentional Poor Service The rep in their Service Department, Joshua, can show you a great example of horrible Customer Service. Due to his arrogant and apathetic attitude, no The rep in their Service Department, Joshua, can show you a great example of horrible Customer Service. Due to his arrogant and apathetic attitude, not only has BMW lost me as a service customer, but I'll never be back to any property owned by your company. I also own an Acura TL - which has been serviced at your sister store - and we are also in the market for another car (Until last week, I was working with Brandon at Acura, he's a class act). But unfortunately you've lost my business on the sales side too. When my wife called to schedule the appointment and give the rundown of the concerns, she was told it'd be an hour and a half for an oil change and the diagnosis of a couple of other repairs. Joshua did not keep me updated on progress of the work being done to my vehicle at any point. After two hours of waiting in the lobby, which is where he knew I'd be, I WENT BACK TO HIM to check the status and he told me it'd be 5-10 more minutes. I told him that my wife would be coming in to wrap up the service since it was her vehicle and I had another appointment to get to. When she arrived 10 minutes later, she went back to check again... he said "a few more minutes." She then told him that she needed to know for sure because our 4-year-old daughter needed to be picked up from school. He was reluctant to offer any more information other than "a couple more minutes" and when my wife explained that there was a child involved in our schedule, he frustratingly said he'd check. And he could not have moved any slower - it was as if he was intentionally trying to make it a bad experience. But assuming that his THIRD time "estimate" was accurate when he confirmed "a few more minutes" yet again, I left the shop and told my wife to call me if there were any further issues. Ten minutes later, the car was still not done - now going on three hours, and despite Joshua being told that a toddler would be waiting alone if we could not get out on time, he kept saying the same thing and showed zero sympathy towards what was already a terrible experience. So that my daughter was not left alone after school, I now had to cancel my appointment to go get her. And then we found out that the oil change hadn't even been performed. THREE HOURS of waiting...not a single unsolicited update... but no matter, because all of the information given to us by Joshua had been inaccurate anyway. So I went back an hour later to talk to Joshua and when I could not contain my frustration, the Service Manager pulled him into the office with me. I explained what had happened and tried to understand if there was something that I had done or said to offend this young man - which is a moot point, because when you're in Customer Service, you need to deal with all types. No matter, he of course said there was nothing that got in the way of him providing service to me... but as the details of the three hours unfolded in front of his manager, Joshua began to show his colors. He said that he thought I "had a problem" when I came in because I "did not have the information" on the service that was requested. As I had explained to him upon drop-off, it was my wife's car and she had called and scheduled the work and I honestly did not know the full list of what she was asking to be checked. He also said that he thought I was rude because I seemed bothered by him calling me "sir" and by him being polite to me. Basically, he driveled a bunch of nonsense that validated my concern that he intentionally tried to make this a bad experience for me and my wife and at the end of it all, my 4-year-old daughter. He literally admitted to not providing acceptable service because he "thought" that I was withholding information from him. Really happened. Really pathetic. Really never going back. More

Dee and I emailed back and forth before I drove to Richmond to test drive and ultimately buy my new 2014 Mini Countryman. There is a dealership much closer to my house, but Richmond Mini's customer s Richmond to test drive and ultimately buy my new 2014 Mini Countryman. There is a dealership much closer to my house, but Richmond Mini's customer service and friendliness is why I drove the almost 2 hours to buy from them. The entire team at Crown MINI is courteous and knowledgeable. From test drive to driving off the lot, there was no time wasted playing games. Overall this was an excellent experience, and I will recommend Dee and Crown MINI to anyone in the market for a great new or used car who is looking for a fair price and excellent customer service! Thank you Dee. More

Anja and Young worked with me well on a trade that I had planned to sell myself. They met my desired price and helped me find exactly the Mini I wanted to replace my car. I've never had any run-arounds wit planned to sell myself. They met my desired price and helped me find exactly the Mini I wanted to replace my car. I've never had any run-arounds with this dealership, not in sales or service. I take my car there and trust their technicians. I'm a car guy and do a good deal of my own work on my older vehicles. I find the staff at this dealership to know their cars and be up front about any issues, such as one recall that effected the vehicle I traded. Mini is a great brand, and I'm happy with my local dealership. More

Anja was very friendly when we arrived without prior appointment I should add and made sure my wife and I saw all the Mini's we were interested in, provided all the information on each one and answered appointment I should add and made sure my wife and I saw all the Mini's we were interested in, provided all the information on each one and answered all our questons. All I should add in an extremely friendly and enjoyable way. The overall experience, including the obligatory finance process usually a chore, was in fact so enjoyable it verged on entertaining that I have to also mention Dan Weinberger who was superb going through the lease documentation and Young who unobrusively engaged in the process as well to make sure we were being well looked after which we were and some. Anja is just a great person to deal with. Crown has a great team in Anja, Dan and Young and in case I forget a great product in the Mini! Thank you Crown for a geat experience Kelvin More

This is my first time owning a Mini or working with this dealership. Drew Tatum was our primary sales person but I was impressed with the team atmosphere. Paul, the manager, Adam from finance and other sa dealership. Drew Tatum was our primary sales person but I was impressed with the team atmosphere. Paul, the manager, Adam from finance and other sales associates were all willing to pitch in and get the information we needed in a timely fashion. All of the above were very knowledgeable of the cars and availability and gave me a level of comfort with the purchase. Drew is delightfully energetic and enthusiastic about his job and the cars. It is obvious that he enjoys his work. More