Richmond BMW

Review: My husband and I bought a [redacted] in November 2015. We were told, at the time that it was certified in excellent condition by BMW. A week ago, the check engine light came on, but the truck did not act like there was anything wrong. Still my husband immediately took it to an auto parts store to have it checked. They said it was the computer unit. We drove it to run errands around Richmond that Saturday. The next day, my husband got into the truck and started it up. There was a very loud thumping noise coming from the engine. We had it towed to a mechanic who informed us there was a problem within the engine. We called Richmond BMW and they told they would not look at it or do anything about it.

We feel that the truck's engine should last longer that six months, especially since it has only 108,000 miles on it. Also, BMW sold it to us as vehicle in good condition, which it apparently was not.Desired Settlement: We want it fixed or be reimbursed for having it fixed ourselves, because we cannot live with only one vehicle. We will have to have it fixed immediately.

Business

Response:

Dear Ms. [redacted] We are in receipt of your complaint [redacted] , for [redacted] 'With Richmond BMW of Midlothian. Thank you for the opportunity to investigate this complaint. While we strive for customer satisfaction, in this case the 2006 [redacted] that was purchased on 11/17/2015, was an As Is purchase (see signed buyers guide attached). An extended warranty was offered to the customer which they declined (see attached), It is our understanding from Mr. [redacted] that the vehicle was operating properly until recently when he personally performed the oil change. Since there is no warranty on this vehicle we are unable to assist with the needed repair. Please let us know if there is anything further we can provide. Sincerely, James W[redacted] General Manager Richmond BWM Midlothian

Review: My Fiancé and I visited Richmond BMW ([redacted]) on 4/26/2016, and began our BMW sales journey with them around noon that day. We were shifted from one sales person to the next, due to the lack of desire the first sales associate had for us. We were placed with a sales associate who was awesome! Marq was by far the best car salesman I have ever had, and I have purchased 3 new vehicles in the past 6 years, one of them being a BMW from [redacted], but C[redacted] I had MANY problems with [redacted] including them sending my payoff check in extremely late on my trade, and ruining my credit, which I have just recently began fixing. Therefore, I told myself I would never shop Asubry again. Marq restored my faith, so we stayed. The manager we spoke with, Dimitry, was also great, however, we spoke about purchasing one vehicle with them, and ended up being persuaded into two vehicles, one being new and the other being a swap from my current BMW lease. After 8 entirely long hours of discussing numbers, and trade, and rates, we finally had the deal where we wanted it, and we signed. The finance director came to us, and told us that we were both unable to sign/co-sign each other, due to that being to many obligations to BMW Financial, the bank says no. He also mentioned that with the limited credit of my fiancé, this was never a likely choice to begin with. We wasted an entire day at BMW of Richmond, finally leaving around 9PM, while two managers said yes, get the two cars, we have amazing deals that will eat your negative equity from trade, and the other manager saying "It was never likely." Today, 4/27/2016, they ALL are saying it was never likely, as it is to much obligation. Why didn't we begin with the credit information? Why didn't we mention that two BMW obligations was probably unlikely? Why didn't we put the customer BEFORE the sale and make sure it would financially work - or why didn't we MAKE it work after 8 hours of talkingDesired Settlement: Our desired outcome is simple. Finish the job. We are able to afford both vehicles financially, and we can prove it. Had we discussed early in the sale that it may not be possible to lease two vehicles as signers/co-signers together, we wouldn't be upset. However, BMW of Richmond staff entertained it for 8 hours, then apologized and looked at us funny. They were completely aware of my fiancés credit history, as they took a copy of both our Id's 30 minutes into the sale but we also applied with BMW on 4/25. I, too, have paid my current BMW plus my last 3 new vehicles with perfect standing. This is strike 2 for Asbury, and both have been major. Complete this deal, and sell us these cars. This is 100% the dealers mistake, and I sincerely believe that there is more that can be done. We were even handed keys, books/materials, and the i3 went to be charged while the 320 was washed and detailed and put our front for our taking. This is extremely poor business and unethical character.

Business

Response:

We are in receipt of Revdex.com case# [redacted], [redacted]. Thank you for the opportunity to investigate thiscomplaint.While we strive for customer satisfaction, the final decision on financing is made by the lender. Wecertainly understand how frustrating this situation is for all parties involved, both customer and staff,having invested time to try to complete this sale, Unfortunately, the final decision is not made by thedealership.We apologize we are not able to honor the request to complete the deal.

Review: [redacted] purchased 11/10/2014- problems began in 12/14. Issues arose with brakes in less than a month after purchasing the car. Mr. [redacted] who is the store [redacted] refused to replace the brakes for free. He spoke with the service [redacted] and told them that it should be a ding on them not the store. The service [redacted] finally gave me the brakes for free. I brought the car in for service and service representative took off the BMW emblem that was black and white on the front of the car. The emblems were on the car when I purchased it. The service representative replaced it with a blue and white one. I spoke with Joey, he was suppose to order the emblem for me. Never happened. Joey kept saying he was awaiting for it to be delivered to his house. 2) Check engine light came on for 02 sensor went bad. 3) engine oil leak 4) hose popped off lead to fuel to be cut off to engine 5) catalytic converter clogged up-cost 6,000- all less then a year of having the car.

Called customer relations to make Richmond BMW take the car back and give me a new car. Had to roll over 20,000. I asked for the best way to get from under the 20,000 fast. They assured me that financing [redacted] would do this. Sales person Mark R[redacted] pulled out his bible and said he is a man of the cloth and he would never steer me wrong. He said I'm giving you the best option there is. This was a fraudulent statement. [redacted] financed in 11/9/2015. Spoke with James at Midlothain BMW and he stated that Mark did a disservice to me as a customer. The only way to get rid of negative debt is to lease a car. James stated that even though they work for the same company there are still fraudulent sales people out there. James and the store [redacted] of the midlothian store called the finance [redacted] of BMW to approve the lease. They advised me that they told him that he messed up and did a disservice to me as customer with the [redacted], he should have not approved it because I needed to lease a car not finance.Desired Settlement: Desired outcome is to pay the 20,000 to BMW financial services to apply to my lease or let me start out at a 0 balance and get the desired BMW that I would like to get. I have never been able to pick the car that I wanted because of having to trade in a lemon that I was sold in 2014. The car had problems since I purchased it. Now I m stuck with 20,000 in the negative because fraudulent statements were made by Mark R[redacted] in order to sign the papers to finance the [redacted] which only compounded the debt that I already had. I need this resolved quickly. BMW financial services has also reported to credit agency that I was late on payment in March 2016 on 4/16 which is not true. The [redacted] was traded in on 2/27/16 which I was no longer liable for the car. I got a termination letter from BMW that the 328 was paid off as of 3/1 by the dealership of BMW midlothian. Just because they sent the check late is not my problem. The car was no longer in my possession as of 2/27.

Business

Response:

Dear Ms. [redacted]: This electronic mail constitutes the response of Crown Richmond BMW (“Crown”) in regard to the above-referenced matter. In her “Statement of the Problem,” Complainant makes a series of allegations concerning her transactions with Crown, including the claim that Crown defrauded her. These allegations are specious. Leaving aside the numerous inaccuracies contained in Complainant’s submission to the Revdex.com, which Crown disputes, the relevant facts are straightforward. On November 10, 2014, Complainant purchased a [redacted] a high-performance luxury vehicle, from Crown. Apparently unhappy with her purchase because it needed to be serviced during the time she owned the vehicle, and notwithstanding the fact that Crown performed free of charge a brake job costing $854 even though Crown was under no obligation to do so, Complainant attempted to coerce Crown into providing her with a new vehicle at no cost. When that tactic failed, Complainant traded her BMW [redacted] back to Crown and executed an agreement to purchase a 2014 BMW 328, another high-performance luxury vehicle, on November 14, 2015. At the time of this second transaction, Complainant’s BMW [redacted] had 97,009 miles, Complainant having put 30,061 miles on the [redacted] in one year. While Complainant was initially happy with her second purchase, she later became dissatisfied the vehicle she selected. She thereafter visited Richmond BMW Midlothian, a Crown affiliate, on February 27, 2016, this time trading in her BMW 328 and leasing a brand-new BMW 528XI, another high-performance luxury vehicle. Crown made all of the necessary disclosures to Complainant in connection with all of her transactions, including the price of her vehicle purchases, the interest rates charged, the amounts financed, the number of monthly payments, etc. Complainant acknowledged these disclosures by executing all of the documents necessary to her transactions. Notwithstanding these facts, Complainant states that Crown should absorb the costs of her transactions so that she can “get the desired BMW that [she] would like to get” even though the odometer on the BMW [redacted] demonstrates that she put more than 30,000 miles on her first vehicle in one year, and notwithstanding the fact that Complainant was not under any obligation to purchase or lease any of the vehicles she selected. Crown is not in a position to comply with Complainant’s request. We trust this resolves the issue. [redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Fixing the brakes on [redacted] less then a month after I brought it would be BMW responsibility not mine. The company does poor inspection and they know it. They use the minimum specs on the car. If it was so high performance then why wouldn't you just go ahead and replace them before the car if brought. Second I wasn't not unhappy with the fact that the car needed service throughout the time I owned it. It was the fact that every time you turn around something major was wrong with the car. Third BMW defaulted on the low jack I paied for and didn't bother to be concerned with it. Fourth they took my emblem off the front of the car and didn't think it was their fault. Several of there employees lied and said they would replace it by ordering another one and never did. This is a [redacted] of BMW Joey. Next when I went to trade in the BMW 550 was because the resolutions department at BMW asked your store [redacted] to resolve the issue. When I got there Dimetri stated out of his mouth that he couldn't resale the car to anyone because of the miles and the condition of the car but you could sell it to me with all its problems. When I was sold the [redacted] was assured that it was the best option to get rid of the negative equity and this is where the problem comes in because that was not true. I should have been put in a lease not finance. The transaction had to be approved by someone higher up and it was approved because it was stressed that he should have never approved the other deal and they did me a disservice as a customer. Those are not my words but the words of store [redacted] at BMW Midlothian along with sales person and finance manger at BMW Midlothian. There is no inaccuracies to my story but there is with your. Get your facts straight and then talk to me.

Regards,

Review: The dealership has been giving me the run around with the refund of unused portion of a 1 month old GAP insurance policy the was purchased with a defective vehicle that was purchased in April of 2015. I traded the vehicle in at another [redacted] dealership approximately 1.5 months after buying it, and only requested the refund through the proper channels per the advice of my current [redacted] dealership since dealership products could not be transferred. I have email correspondence to confirm all of this, in addition to the poor customer service that has been received throughout the process.I received an e-mail from their accounting department that basically called be a liar. The representative claimed to have sent me a check that she accused me of cashing. I looked at the attachment and discovered that it was for a smaller check that was sent shortly after I purchased the vehicle for reimbursement of repairs that I had to make a few days after purchasing their defective vehicle rather that the GAP policy refund in question. This is one of the reasons why I stopped doing business with Richmond [redacted]. They always seem to find a reason to drop the ball whenever possible.Desired Settlement: Send me the $649.35 refund that was generated from the cancellation of the GAP insurance policy ASAP.

Business

Response:

To whom it may concern,The client has been fully refunded and has been done so in a timely basis. [redacted] GM

Review: I brought my 2005 BMW X-3 into Richmond BMW on November 7, 2015, with a nail in one of my rear tires. I was experiencing no problems with my transmission or gear shifting at that point. I asked my Service Advisor at Richmond BMW if I would be alright replacing only my rear tires, since my front tires were still in good condition, and he assured me that, as long as the new rear tires were the same size as the existing front tires, my car would be fine. Richmond BMW installed two new rear tires on my car. However, I immediately noticed that something was wrong with my car when I picked it up from Richmond BMW at closing time on November 10, 2015. The car was shifting rough and I heard a grinding noise coming from the stick shift. I had my car inspected at BMW of [redacted] on November 20th, where their service department determined that I needed a new transfer case, which they installed at a cost of $4243.22. Even with the new transfer case installed, my car still wasn’t shifting correctly. I took my car back to BMW of [redacted] on January 11, 2016, where their technicians determined that the circumference of the new rear tires installed at Richmond BMW was two inches different than that of the existing front tires, well outside of BMW’s accepted specification, resulting in severe strain upon the transfer case. At an additional cost of $669.15, BMW of [redacted] replaced my front tires with the same size and brand as the new rear tires from Richmond BMW, and the problems with my shifting were immediately resolved. I believe Richmond BMW was negligent by installing the incorrect sized tires on my X-3. The significant difference in circumference between the front and rear tires damaged my original transfer case, and would have eventually damaged the new transfer case as well. The Service Manager at Richmond BMW has denied any responsibility for the damage to my car.Desired Settlement: Reimbursement from Richmond BMW in the amount of $4243.22 to cover the cost of the transfer case replacement necessitated by Richmond BMW's installation of incorrectly-sized rear tires on my car.

Business

Response:

Dear Ms. [redacted],We are in receipt of your complaint #[redacted], [redacted]. Thank you for the opportunity to look into

this situation.We have investigated this complaint but due to the fact we could not

test the original transfer case, since this repair was done by another

dealership, to see if it was in need of replacement we have agreed to provide

some assistance to the customer as a goodwill gesture. Thank you for allowing us the opportunity to respond.Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: I made a call to BMW of Richmond to find out about getting a replacement car to drive due to my [redacted] that has both airbag recalls on it and was told that they could only do one of them due to BMW not having the parts for the other side. I then asked if I could leave my car at the lot and get a car to drive I was then told NO due to how old my car was and when talking to them and telling them the car has been sitting since the recall and that I didnt feel comfortable driving it with my kids in the card and that I didnt want anything to happen to them or my wife I was told that was not the dealers problem and that they would not help me and for me to call and give his name to BMW of North America. This is very upsetting to me as a loss of life isnt BMW's problem. So I did call BMW and they have called and emailed and I still have no call back or taken my car to them as they are the closest one to me and that is 2hrs away and trying to get off work would be great if I got paid for it but if I dont work kids and family dont eat.Desired Settlement: I would like to get an other car to drive and have the one I have fixed and not have to worry about if I take my car there that an employee is going to fool with it or take items out of it due to me reporting them. I cant even sell the car and I have seen the value drop from 7000 before the recall and now its down to 4000 after and I cant get the car fixed or an other car?

Business

Response:

Good Morning,We wanted to update you on the complaint for [redacted]. Our dealership reached out to Mr. [redacted] and have been able to work with the manufacturer in providing a loaner vehicle for the customer until the recalls can be completed. Thank you

Review: On 9/6/13 I purchased a used 2009 [redacted] Car From Richmond BMW and Paid Cash, in Full. As of 10/25/13 (after 7 weeks) I still have not received The title for this car. They told me that the previous owner had put a hold on the title. Then told me that the Bank would not release the title even though they paid the lien. they did not send any money to the bank for over 5 weeks! after the waiting period they said the previous owner was the only one who the bank would release the title too? I bought the car from the dealership not the previous owner. He should not have anything to do with the title. it should have been paid off and sent to the dealer. I ran out of the temporary plate and had to ask for another one. I couldn't even drive the car for close to a week with out a temp tag. Also, Before I bought the car ( I flew in from another state) I asked the salesman [redacted] if the car had ever been smoked in. He told me No, it had not. Now after having the car for a little while I notice when the car is closed up for a couple of hours or more. it smells awful and has most definitely been smoked in. I asked the salesman [redacted] to rectify the problem and I have not heard anything from him. This dealer is not doing the job they promised to do. They kept my cash and used it for operating on or banked it and are making interest on it. they delayed paying the car off to get a title from [redacted] Bank. finally I was told the previous owner did not want to go to [redacted] to get the title, which makes no sense if the bank is releasing it they should have it at the bank. DON'T DO Business with this dealer. Richmond BMW is A FRAUD!!!!!Desired Settlement: I wish to have my money refunded for title and registration fees that I paid them to do this up front. ( which they told me they required) I also want A TITLE!!!! for the car I paid for "CASH IN FULL" . Lastly but NOT least. I want to have the car cleaned with full interior cleaning and ozone treatment to eradicate the cigarette smell! They need to pay for this because I asked ahead of time and they told me it had not been smoked in!!

Business

Response:

To whom it may concern,

The GM has called and spoken with the client. The title has been processed in the clients name and all the tag and title fees have been refunded to the client. Furthermore, the client is having the vehicle “de-smoked” and the Dealership will refund the client for the

full amount of this item.

Regards,

Review: I purchased a certified pre-owned vehicle on May 2nd, 2015, and was issued a temporary registration valid for 30 days. I called and left messages to speak with [redacted], the finance manager, who never returned my calls. My mother, who also purchased a vehicle shortly after I did, even spoke to him in person and he said he would call me. I went to the DMV and my car was not registered, and my county told me my car was also not registered. A few days before my registration expired, I called again and spoke to someone else about my registration. They told me they would leave a message for Wahid. This time, the problem was that my car had been rearended and demanded that I speak to someone for my registration. I was transferred to someone who told me to go to a body shop for a STATE inspection. They then told me I needed an emissions test in my county before they could register my car. Somehow they allege they tried emailing me to tell me this, but "it didn't go through". They also had my phone number, but never called me to tell me this. Now my car was not drive able and unable to get an emissions test and the registration was almost expired. They gave me a second temporary registration good until July 1st, but stated that they could only do this extension once. I agreed to get my vehicle repaired at a shop that could do an emissions test. They also called asking for keys I already FedExed them the first week. I received the second registration and it was handwritten with the incorrect vehicle on it. It was written as a "[redacted]" and I had purchased a "[redacted]". When I called and asked about it, I was told that the vehicle type written "didn't even exist", which is false. I emailed the passing results on June 15th, and my second temporary registration has now expired. I still haven't received a phone call or my registration. My car is scheduled to be done with repairs on July 15 and it's the 6th They never apologized for any of this and I paid for them to do the legworkDesired Settlement: I would like my registration, and if the car registration cannot be obtained before my vehicle is back in service (date of July 15th), then the dealership should provide a comparable loaner vehicle free of charge, since the vehicle cannot be legally driven. The dealership should also pay for any storage fees for the car at the body shop past the date of completion of repairs, since the vehicle cannot be legally driven back to my residence.

Business

Response:

unfortunately, it was lack of communication on our part. we didn't inform the customer until late that she had to get an emission test perform before we could issue her hard tags. so we issued her a second set of 30 day tags, while we worked on her hard tags. she now has her tags and everthing is ok.

Review: I scheduled an appointment at this dealership to test drive and purchase a very particular [redacted] Check in hand, I left work early and drove down from Quantico to Richmond in pursuit of this vehicle. I left Quantico at 3pm and at 5pm I reached out to the salesperson I had been in communication with to let him know that I was on my way but may be a little late due to traffic. He responded to let me know that all was ok. Regardless of traffic, I arrived promptly for my appointment at 6pm. It took me three hours to drive to this dealership and as soon as I got there the employee began questioning me if I had actually wanted the car I drove down for. It took several minutes of him beating around the bush to finally disclose that the car I had traveled, and followed up about one hour before my appointment, had sold earlier that morning. The employees scrambled to tell me that there was another [redacted], similar to the one that I had driven to purchase, arriving within 10 minutes from the [redacted] store. As it was on its way, I was informed only then, that it was a more expensive vehicle with higher mileage. The vehicle did not arrive for an entire hour. Not only did I reach out on my way to my appointment, but I waited an entire hour to see the other Mini. I feel that I was deceived by the employees of this dealership who allowed me to make a trip in pursuit of a vehicle they had known had already been sold. I believe this was fraud in order to get me into the dealership, in order to attempt to sell me a more expensive car.Desired Settlement: n/a

Business

Response:

To whom it may concern, We sincerely apologize for [redacted] traveling down to view the stated vehicle only to find it had been previously sold.Simply we made an error in not making certain the vehicle was not sold prior to the client driving over 2 hours down toSee us and waiting for extended period of time to look at other vehicles. We are not on commission so the we are actually trying to find the least expensive vehicle that best meets the clients needs not to sell a more expensive vehicles. The visit and experienceWas NOT what we are attempting to accomplish at the Center and again we apologize. We would like to offer 200.00For the time and consideration of the clients time and effort. The [redacted] has reached out to offer this and has not heard back from the client as of 5/28/2015 [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: I purchased a vehicle from this dealership in 2013. Along with the vehicle purchase, I purchase "Lost Key Insurance". I have sold the vehicle on 8/12/15 and requested the dealership financial manager (Joshua Alford) via the telephone and email multiple times to send me a refund request form. Continually, he sends some other type of form to stop me from receiving the refund. He constantly plays like he does not understand what is wrong. Initially he sent a form via email that wouldn't open as a PDF file. Then, he was on vacation and could not send me the form, for weeks. Then, he sends me a convert your refund form to a new car downpayment. It is a constant avoidance to not provide me with my due refund. He figures, I will eventually, just go away. At this point it is more principle than need. The tactics are unbelievable.Desired Settlement: Simply, An entitled refund of the money for the unused insurance

Business

Response:

Dear Ms. [redacted], We are in receipt of complaint #[redacted] for Mr. [redacted]. Thank you for the opportunity to look into this matter. Matt P[redacted], General Manager of Richmond BWM reached out to the customer today, we will be providing a check to the customer to get this resolved. Through miscommunication we failed to get this processed in a timely manner and will use this as a coaching opportunity for our team. We appreciate Mr. [redacted]'s business and regret that we did not provide better customer service. Again, thank you for the opportunity to respond and correct this. Warmest regards, [redacted] Asbury Automotive Group Customer Service

Business

Response:

Revdex.com spoke with the general manager who stated that the error was again due to error on their part, but was putting in an urgent check request. He stated that the check would be received by Monday via FedEx, and provided tracking number [redacted].

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I received a check from the dealership today 11/23/15. Thank you for all of your support..

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: I purchased a 2008 certified pre-owned [redacted] from Richmond BMW on 3/19/11. Since my purchase of the vehicle the following repairs were made: 3/31/11 - Navigation system did not work; faulty fuel sensor codes; pressure fuel pump replaced6/6/11 - failed injectors; faulty electric fan relay6/30/11 - missing lift pads7/8/11 - intake silencer replaced; spark plugs changed1/13/12 - mecatronics sleeve leakage2/10/12 - bad ignition coil2/20/12 - excessive oil deposits in intake valves & ports2/27/12 - replaced tank venting valve6/4/12 - installed new cover on wire terminal in trunk7/20/12 - faulty cigarette lighter7/31/12 - TPM malfunction7/9/13 - faulty water pumpWithin 90 days of the delivery of vehicle I asked for a replacement vehicle however the [redacted] was unwilling to accomodate without a substantial payment from me. He acknowledged that I did not have confidence in the car however he would not give me another vehicle. I have had multiple incidents of breaking down on the highway with my child and Richmond BMW would not swap out my car. I was advised by a service advisor my car is pretty much rebuilt and I should not have any problems and I continued to break down and experience trouble with this car. After two years of experiencing trouble with this care the [redacted] requested I come to his store for a meeting to discuss other options. [redacted] sat me in the break area of his store where all of his staff and other customers could here our discussion about my personal business. He was condescending and again unwilling to accomodate me. Although [redacted] has an office he choose to put me in the middle of the showroom and embarass me. I felt discrimated against because I am a female and a woman of color. My fiance called [redacted] and asked that he be conference in on the discussion however he did not honor the request. Richmond BMW misrepresented this vehicle to me as a CERTIFIED pre-owned vehicle however the car was never CHECK.Desired Settlement: My desired settlement is to have my current vehicle loan paid off and replaced with a new vehicle comparable to what I have now.

Business

Response:

To whom it may concern:

In an effort to promote good will, Richmond BMW performed the following for Gave her $[redacted] in goodwill settlement 2.Paid her NADA retail for her trade in ($[redacted])3. Sold her a [redacted] at dealer cost [redacted] dealt directly with the [redacted] and she seems very happy with the staff, the dealership and the brand.

Review: I recently leased a new [redacted] from Richmond BMW and traded in another vehicle. The vehicle I traded in had a fair amount of equity in it that was partialy applied to the lease and the remainder was to be returned to me. At the time of contract signing I was never told of the amoun of time that it would take for me to receive a check from the dealership. I was told that I would be contacted when the check was ready, and then was later told that I would not be receiving the check for 2-3 weeks because they were awaiting the title for the vehicle. It has now been over a month and after several inquiries about where my money is, I still do not have it.Desired Settlement: The most important thing that I want is my money that they are holding. I have never dealt with another dealership that has had this much issue in writing a customer a check for money that they are owed. There is no way that the dealership would be willing to wait a month for a check from me and it is unethical to think they have the right to do what they are doing.

Business

Response:

To whom it may concern,

We do typically wait until we have a clear title from lender prior to paying customer equity on a vehicle in that we can not

Execute our equity from the vehicle with out a clear title. In this case it clearly took too long to make the customer whole again.

Going forward the [redacted] will intervene and get a check issues sooner should the title application process take so long.

The [redacted] has made several attempts to contact the client to apologize for the delay and explain these facts.

We value both his business and the feedback

Complaint number [redacted]

Please advise of any further questions or concerns