Complaints
This profile includes complaints for Richmond BMW's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 7 total complaints in the last 3 years.
- 4 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:06/20/2025
Type:Sales and Advertising IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On May 30, 2025, I purchased a vehicle listed on Crown MINI's website. Upon visiting the dealership, I was initially told the vehicle was not for sale, despite its active online listing. Roughly an hour later, I received a phone call from a representative at the dealership informing me that, after a review, the vehicle was indeed available for purchase.During the sale, the manager, ****** ******, made a point to assure us that Crown MINI is committed to selling only high-quality vehicles and that each one undergoes a detailed inspection. He emphasized that he did not want to sell us a bad car.Unfortunately, he did sell us a bad car and we think he knowingly did so. Within less than a month of the purchase, the vehicle has required repairs totaling nearly the full purchase pricean outcome that clearly indicates the car was not in the condition it was represented to be. When we contacted Crown MINI to address these issues, the dealership refused to offer any assistance or consider a resolution.This has been, without question, the most troubling car-buying experience I have encountered. I believe the vehicle was knowingly misrepresented and sold under false pretenses. As a result, I am left with a car that is essentially inoperable without major investment, and no support from the selling dealer.I am requesting that Crown MINI take responsibility for this situation and offer a fair resolutionwhether through repairs, reimbursement, or a return/refund option.Business Response
Date: 06/20/2025
Good afternoon,
We were made aware of issues yesterday. The vehicle was sold "as-is" but we did not abandon any assistance. We stated that we would get with our team to review the vehicle inspection and then address any issues in a follow up today. We spoke with Mr. ****** in person after leaving messages this morning. He was under the same impression that we were. We would look into it and then address it. The vehicle has been scheduled for a visit on Monday, June 23, 2025.
I'm not quite sure what else we could have done differently between last evening and this morning.
Best,
*** *****
Customer Answer
Date: 06/20/2025
[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.]
Better Business Bureau:
I have reviewed the offer made by the business in reference to complaint ID ********, 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: *************************************************************************************************************.
Regards,
******* *****Initial Complaint
Date:10/16/2024
Type:Delivery IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a 2024 *** in June 2024 Paid in full the day of purchase Have never received a title and cannot license the vehicle without it Left messages with the sales, general, financial, and title managers but have not received a call backBusiness Response
Date: 10/17/2024
Good evening,
I am sincerely sorry for the lack of response from my team. I spoke with my controller Rachael yesterday and she reached out to resolve your issue. I hope that she indeed resolved it to your satisfaction. I am always available for conversations in the future.
Best,
Ric Vitek
General Manager
Customer Answer
Date: 10/17/2024
[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.]
Better Business Bureau:
I have reviewed the offer made by the business in reference to complaint ID 22430614, 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: [email protected].
Regards,
Brian BrownInitial Complaint
Date:08/09/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Back in March of this year, Crown Richmond installed a new thermal housing block in my vehicle. While on a visit to Richmond Va from NC my car, a 2011 mini, overheated and had to be towed. The dealership succesfully installed the part and did inform me that because of the damage done prior to the repair there maybe future issues.I drove the car back to ** with no problem. A few months after the repair my car started to have issues, the engine fan remained on after turning the vehicle off as well as "stalled out" however there were no indicator lights signaling an issue. After taking it to my local repair shop, they determined that the part was malfunctioning and, in their opinion, defective. Further details and documentation by this independent auto repair shop can be provided. After speaking a length with a representative at Crown but no resolution I took the vehicle to a Mini Dealership in ******* where it was determined that the damage was irreparable, and the car would need at new engine. I am seeking compensation for the part installed that has a two-year warrantyBusiness Response
Date: 09/04/2024
Good morning,
I'm sorry that your vehicle had further issues months later. I believe by your comments and the notes on the Repair Order that there were other underlying issues that may cause future problems. The repair that was done fixed the immediate tow in issue because the overheating and **** was corrected. I'm not sure how the local repair shop would determine that parts were defective or which part. It was a thermostat housing that had a hole, a hose that was leaking and a thermostat. Two of the three parts, the housing and a hose would not have failed, and the thermostat would probably fail due to the "foreign substance put in the system prior. The bulk of the repair was in fact labor. Unfortunately, I don't believe that the remedy we provided was defective or the cause of future issues. The parts warranty would have covered a defective part but should have been diagnosed by a *** facility as defective. I appreciate your fair assessment of the occurrence but I don't believe that a part or several parts were the cause of the later failure.
Best,
***************** | General Manager
Initial Complaint
Date:07/12/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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 $7 with only close 10K miles added to the car.
Regards,
***********************************Initial Complaint
Date:03/25/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Wellitfaty5Customer Answer
Date: 03/25/2024
I have sent pictures which shows stuff that was not attached to the car and the other is the shop addressed a knock they heard from my car and stated that and what they did at that time and when I picked up my car you could hear a small tap/knock that over time between the day I picked it up until in 3 weeks got louder and louder until the car shut down and is in the condition it's in now they was supposed to fix what was wrong with it and it was not done and the car didn't last 30 day was never fixed from the day they released it back to me .and they knew it was not right cause one of the mechanics told me if it doesn't start let them know. Now that doesn't sound right to me for them to say that.Customer Answer
Date: 03/28/2024
The shop didn't fix my car. I paid$ 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 refundBusiness Response
Date: 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
Date:06/14/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
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