Just this guy’s experience
Reviewed by CharlesB
in Fuquay-Varina NC
January 10, 2020
I want to start off by saying that I don’t usually write reviews, good or bad. My recent interaction with Richmond BMW, however, has moved me to do so. My intent is to simply relay my experience and let the reader judge for themselves. I’ve heard the saying that “Someone who is given good customer service will tell 10 people, but, if they are given bad customer service, they will tell 100.” Well, If you’re reading this, you are part of my 100. I came across the listing for a 2013 Porsche Cayenne GTS w/ only 35k miles for $36450. Great price for that mileage.
They have a feature on the site called PUSHSTART, a way to begin the purchase process online. I chose this option in order to get a jump on ‘the competition’ as I didn’t think it would last long at that price.
Here’s a summary of the offer I was given from Richmond BMW’s own website using their own buying tool:
2012 GMC Sierra 1500 Crew Cab
Denali Pickup 4D 5 3/4 ft
35k - 40k miles
Very good condition
Estimated value: $25,105.00
Payoff: 00.00
————————————————-
Net Value: $25,105.00
I was very pleased with 25k for my trade and excited to get the ball rolling. A disclaimer advised that actual trade in value would be finalized by a vehicle inspection, so I assumed that number had the potential to be slightly massaged one way or the other, ok, no big deal. Continuing on through buying tool, it finished with the following offer:
Retail price: $36,450.00
Trade credit: -$25,105.00
Subtotal: $11,345.00
Fees: $1246.00
Reg fee $36
Title fee $52
Processing fee $579
Sales tax: $340.35
Total: $12,931.35
The next morning, I called Richmond BMW first thing to “lock down” (my term) the car with a deposit until I could arrive on site with my trade. I began dealing with Eve Eden, Internet Sales Manager. She advised she could place a hold on the car with a $500 deposit which I was more than happy to do. She then asked how I was buying the car. I immediately noticed a let down in her voice when I mentioned a trade and financing of the difference. It seemed almost as if she was disappointed I wasn’t using cash. Her tone with me changed and from that point requested we communicate only via text. I took that as she didn’t want to be bothered. She did send me a trade-in form to fill out as well as a link to a credit app. I filled out the trade from again and after some time, got the following offer sheet:
MSRP/Sales price: $36,450.00
Resistall $699.00
Sales price subtotal: $37,149.00
Trade Allowance: $21,000.00
Trade Difference: $16,149.00
Tax: $501.84
Tag and Title fee: $458.46
Processing fee: $579.00
Balance Forward: $17,688.30
Noteworthy here is the addition of ‘Resistall’, an unnecessary paint protector (just wax) for 700 bucks!! and the expanded Tag/Title fee of $458, up from $88 on online offer sheet. I’m from NC, so it should be $134 but not nitpicking. Although a difference of $5000 might not make the cash buyers Eve Eden would rather deal with blink, its a he** of a lot of money to a working class schlub like me. So upon my insistence that they honor the offer from their own company’s buying tool, she advises me that her GM is working a deal with another client for the very car I requested, and thought I paid for a hold on, and that she would “Let me know how it goes”..
So people, PLS be aware of the unprofessional sales practices you may encounter as I did at Richmond BMW and keep your wits about you.
Simply the best!
Reviewed by Lynne
in Williamsburg VA
December 05, 2019
After two days of treatment at MCV Massey we pulled away from valet parking only to have a warning indicator come on that said drivetrain malfunction. We were an hour away from our home and leaving Richmond for Charlottesville to recuperate and enjoy a little Thanksgiving time together. It was 4:30 p.m. when we called the service department and even though they closed at 5 p.m., they said that if we could get the car there prior to closing they would at least test it to see the code. We were just a few minutes away and rolled in around 4:40. They were preparing to give us a loaner if need be...I mean, who does that? It's hard to get one from a dealer that you actually purchased a car from and have a history with. As it turned out, it was a hundred dollar part that they replaced in a matter of minutes. The service was exceptional. In a matter of a few minutes they had us on our way and wait for it..........they did not charge us a dime. Absolutely unheard of. Thanks so much Richmond BMW, and to Matt Rooney and Thomas Gemellaro. You prefessional service and kindness gave us much to be grateful for during this holiday season. We will continue to sing your praises!
Great experience, highly recommend
Reviewed by Cole S
in Gainesville VA
April 11, 2018
We were searching for a new suv and settled on an X5. BMW Richmond had a great price, we never had to visit the dealership and dealt with Nick and Anton. Nick was fabulous in making sure we were taken care of and all the details were squared away. Could not be happier overall.
