Complaints

The 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:03/11/2025

  Type:Service or Repair Issues
  Status:

  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.

  In March 2024, I purchased a used vehicle from Richmond ***. At the time, I was given a Carfax report. In reviewing the report, I did not notice any unusual services that would cause concern, just basic oil changes, tire changes, routine maintenance. I asked the salesperson whether they were aware of any abnormal service history, and they told me no.I purchased the car and was offered an extended service plan, which I declined because the vehicle didn't have any concerning service history to my knowledge and I felt like any future maintenance would cost less than the policy.Several months later in December 2024 into January 2025, I started to get a warning light indicating the coolant level was low. At first I just added coolant and it was fine. For about a week. Then I was driving locally when I received a much more severe warning from the car that said to stop immediately because the engine was about to overheat and cause damage.On or around January 2025 (about ***** miles on the vehicle since purchase as it was a secondary vehicle), I had it towed to Richmond **** They serviced it and replaced an auxiliary reservoir to the tune of $792! I looked the part up online and saw that it cost $120, but they charged nearly double that, plus several hours of labor, shop supplies, etc.I got the vehicle back and was told it was good to go. I drove the vehicle maybe another ***** miles, and within 3 weeks, the warning light came back on saying the coolant was low. Since it didn't have the severe warning light, I did just drive it to the service department vs. having it towed. Richmond *** came back with an estimate of over $***** to repair the vehicle. During the course of my conversation with the service writer, I learned that prior to purchase, the vehicle had been towed in for cooling issues. In fact, when the vehicle was being prepped to deliver to me, I was told it was just being cleaned, but I learned through service records that the entire cooling system was repla

  

  Business Response

  Date: 03/12/2025

  Hello *****, 

  I am truly sorry you are having issues with your vehicle. It does look like we did a thorough inspection on the vehicle and completed all the work recommended by the technician. With that being said, I am happy to reimburse you the money spent on your last visit with us and the $400 you are spending at the other repair facility. We will get a check sent to you once we have the receipt and the repair is complete.

  Customer Answer

  Date: 03/12/2025

  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:02/17/2025

  Type:Sales and Advertising Issues
  Status:

  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.

  I am filing a complaint against Richmond BMW Midlothian for breach of contract and deceptive business practices regarding my purchase of a 2014 *** X3 (VIN: *****************).After seeing the vehicle listed for $6,686.98 (including ************** I scheduled a test drive online . Shortly after, I received a confirmation call from the dealership verifying the vehicles availability and confirming appointment for test drive.On February 10, 2025, I arrived for the test drive, but the vehicle was not ready for the outside road test. I was allowed to test-drive it in the dealership parking lot. A sales representative confirmed the listed price, but later, a manager stated the price may be incorrect without providing a corrected amount. I left without purchasing.Later, Richmond *** sent me an official purchase contract via their online system, listing the original price of $6,686.98. On February 12, 2025, I electronically signed the documents and made full payment via credit card through their system. I received a confirmation email, and the dealership scheduled delivery of the vehicle to my home on February 13, 2025, at 10:00 AM.On the scheduled date, the dealership failed to deliver the vehicle and later refused to honor the sale. Instead, they re-listed the same vehicle at a higher price (~$9,800). When I contacted them, they falsely claimed the transaction was invalid due to a pricing mistake, despite the fact that they processed my payment and confirmed delivery.They engaged in bait-and-switch tactics and bad-faith dealings by failing to deliver a vehicle they contractually agreed to sell. I request that your office investigate and take action against Richmond *** Midlothia for deceptive practices.I have all supporting documents, including:My Signed purchase contract Payment receipt Delivery confirmation Emails and dealership correspondence Screenshot of relisted vehicle at a higher price Please let me know the next steps in this investigation.Thank you.

  

  Business Response

  Date: 02/28/2025

  Hello sir, 
  

  Unfortunately sometimes our website will pull over the wrong pricing. We do our best to make sure this doesn't happen but it did in this case. We did honor the price of $6686.97 and you took delivery of the vehicle back 2/15/25. Please let me know if there is something I have missed or if I can be of any assistance. 

  Customer Answer

  Date: 03/01/2025

  
  Dear Better Business Bureau:
  
   in reference to complaint ID ********, I am writing in response to the update provided by Richmond BMW Midlothian regarding my complaint. I confirm that the dealership has now honored the original contract, and I have taken delivery of the vehicle.

  However, I would like to note that the dealership initially refused to honor it, which led to my complaint. It was only after filing complaints and significant back-and-forth communication that they reversed their position and completed the sale.
  At this time, I consider the primary issue resolved. However, I urge the BBB to keep this matter on record as an example of the dealerships handling of customer agreements, ensuring that future buyers do not experience similar difficulties.
  Thank you for your assistance in this matter. Please let me know if you need any further information.
  

  Sincerely,

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

  
  

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  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.

  Had tires replaced at Midlothian *** in December 2024. I immediately experienced problems with my vehicle and notified them as such on December 7th, 2024. It turns out the dealer ordered 4 tires of size 275/30-21, when the vehicle placard clearly indicates the front and rear tires should be two different sizes (staggered setup). I asked for the correct front tires to be put on (245/35-21) but they are refusing to replace them, despite the service director acknowledging that the error should have been caught.

  

  Business Response

  Date: 03/03/2025

  To whom this may concern,
  
  This is in regards to the BBB complaint for Mr. **** ***** on his 2018 *** M760 vin *****************.
  
  Mr. ***** brought the vehicle to Midlothian *** November 24, 2024. He brought the vehicle in for an oil change, brake fluid service, and for us replace the driver front tire and check to see if it has a new rim on it. During our inspection we found that the rear tires are flat on the wear bars. the passenger front tire is not a run-flat and both front tires have uneven wear. We recommended replacement of all 4 tires and a 4 wheel alignment. We quote the same size tires that were on the vehicle when it came to us. Mr. ***** approves us to order the tires.
  
  On November 29, 2024, Mr. ***** brings his vehicle to us to have the tires and alignment performed. After performing the 4 wheel alignment, we noted that the rear suspension will not go to the factory specification. We found that the rear control adjustment arm was bent. Mr. ***** approved the arm and we performed a 4 wheel alignment afterwards to factory *** spec.
  
  On January 10, 2025, Mr. ***** bring his vehicle is for a drivetrain malfunction. During that inspection we find that the transmission has an internal fault and has to be replaced. One of our advisors does note to Mr. ***** that he has aftermarket wheels and tires that are a different size than what came on the vehicle from the factory. Mr. ***** contacts the dealership he bought the vehicle from which is ******. ****** gets the information about the transmission and what the *** wheel and tire sizes are. We provide all the pertinent information to the ****** manager. The Manager agrees to pay for the transmission replacement and brand new *** *** wheels and tires at no cost to Mr. *****.
  
  After replacement of the transmission and *** wheels and tires, Mr. ***** did request the old wheels and tires back. We obliged and put them in the back of his vehicle. Mr. ***** informed our advisor that he was going to sell them.
  
  Mr. ***** did contact our office of his concern that we put the wrong size tires on the front of his vehicle. we informed Mr. ***** that we replaced the front tires with what was on there when it arrived. We have video documentation taken during out multi-point inspection showing the tire size that was on the vehicle when it arrived at out facility.
  
  Please let me know if you need any additional information regarding this matter.

  Customer Answer

  Date: 03/07/2025

  To Whom It May Concern,
  
  Response from dealership is rejected. Nothing in their response attempts to correct the problem.
  
  FACTS:
  
  After informing *** wrong tires were installed on front of vehicle, I was told the tires could not be returned because they had been driven on.
  
  *** personnel drove on the tires before I even had a chance to inspect the vehicle, making returning the incorrect tires impossible for me.
  
  *** stated correct front tire size for my vehicle when using 21 rims is 245/35-21.
  
  *** installed 275/30-21 tires on the front of the vehicle (note this is not the same as the correct tire size).
  
  I spent approximately $3,000 on tires and related services, and all I am asking for is the correct tires to be put on the front rims.
  
  

• Initial Complaint

  Date:10/09/2024

  Type:Sales and Advertising Issues
  Status:

  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.

  We purchased a new 2024 *** X3 M40i from *** Midlothian in July 2024. We obtained financing from *********** at the time of purchase. We paid off the vehicle less than a month later, on August 5, 2024, and received the payoff letter from ***********. However, we cannot obtain the ***** because the loan was somehow given to ***************. However, *************** has no information on us, the account, or any loan. This appears to be a mistake in how the information was entered, but *** cannot give us the ***** until someone working with titling at *** fixes the error. It is essentially "stuck" in the process. We should be sent the clear ***** as soon as possible.

  

  Business Response

  Date: 11/15/2024

  We very sorry about what has happened with your title and have corrected the issue. You will receive your new title between 7-10 business days. Please dont hesitate to contact me personally.

   

   

  **** ***

  General Manager

  Richmond BMW Midlothian

  12100 Midlothian Turnpike

  Midlothian, VA *****

   

  Main Tel:       ************

  Direct:           ************

  Fax:              ************

  Email:           *****************************************************************************************************************************

  Web:            ******************************

  Customer Answer

  Date: 11/26/2024

  Please **** this issue as "resolved" since we received the ***** yesterday.  Thank you.

• Initial Complaint

  Date:06/05/2024

  Type:Service or Repair Issues
  Status:

  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.

  I took my 2013 *** x3 to the *** dealer so they can figure out why it was mis firing from cylinder three. I had told **** that I already replaced all four spark plugs, coil packs and I also replaced two fuel injectors before taking it the shop.( cylinder 3 &2 fuel injectors I replaced). **** called me few days later and told me that *** cannot be sure that I programmed the fuel injector correctly on cylinder three. I went to the shop in person to explain I had already put new Bosch fuel injectors on two cylinders. How come cylinder two was working?? So **** brings a special mechanic to tell me I need to get *** programmed fuel injector. So I end up agreeing thinking that will fix the problem of my misfire. At that point it was just an injector and diagnostic they were going to charge me. I get another call from **** telling me they need to replace the engine wire harness. The bill at this point was going to be for 250 for diagnostic and 750 for fuel injector replacement. He then tells me he will replace the harness for only $400. I said go yes go ahead and replace the harness. I was getting really impatient that **** was not calling me. My cars been at the shop over a month now. So I go back to find out why they have not figured out the problem. **** moves me from the customer service area to the garage work area so I can talk to his mechanic about the issue because I was getting upset. He didnt want his customers listening to me. I felt intimidated by ***. **** is telling me I need to replace the engine computer now. I was so upset when he told me that because why do you have to give me the run around. **** shows me a bill of $2,250.00 and I was shocked because I never approved of the work. They never fixed anything and now *** wants to charge me $2900 for only the computer. And thats not counting the $2,250.00 diagnostic bill I never approved. How does the bill go from diagnostic $250 fuel injector replacement $750 Wire harness $400 to $2,2500.00??To $2,250.00

  

  Business Response

  Date: 06/27/2024

  TellThe vehicle came in for and engine light on and the vehicle is misfiring. We performed a diagnostic test and found misfire faults. When we inspected the ignition coil and spark plugs we found multiple spark plugs were left lose, number 3 spark plug was gas fouled, and cylinder number 3 ignition coil was misfiring. we replaced the ignition coil and spark plug and rechecked the system. The misfire stayed present on cylinder 3. We recommended replacement of the fuel injector because it was leaking fuel. When we contacted the guest,they said that they recently replaced the injector and they were trying to fix this issue. Our next step in diagnosis was to check the wiring harness from the engine computer to the injectors. We noted that the old harness had damage to.It looked like someone was trying to check the signal to the engine computer and removed to much of the coating. We would have to get a proper harness in the vehicle in order to test the engine computer. After replacing the harness the *** (engine computer) would not send out a sufficient signal to properly activate the injector. The signal from the *** was not sufficient and was likely due to improperly testing and tampering with components on that circuit.
  us why here...

  Customer Answer

  Date: 07/11/2024

  Please open this case again. Im trying to resolve my bill issue and *** is just repeating what I already stated. Please help me. My vehicle is still at the shop. They are over charging me

• Initial Complaint

  Date:11/03/2023

  Type:Service or Repair Issues
  Status:

  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.

  I purchased a silver 2016 *** 535I Xdrive from this dealership as a Christmas gift for my son. I put a $5000.00 down payment on the car. I picked the car up on 12/24 before closing and noticed the heat in the vehicle did not work on the passenger side along with the driver side light cover had water along with moisture in it but the dealership had closed for the holiday and I contacted the dealership on the next open business day to advise them of the issue. They told me to bring the car in and they would take care of it. So I bought the car in on the same day and they ended up keeping the vehicle for 3 weeks until it was returned. Once we received the car back we noticed the car was driving funny and that a caution light was on in the dash that the drivetrain was malfunctioning. I immediately contacted the service department to let them know what was going on and the manager advised me to bring the car back in and they would take care of it. They ended up having to replace the turbo system along with replacing the front headlamp in which they never did and had the car for over 5 weeks. When the car was ready they drove it to my home on a empty tank of gas. We had the car for 6 days before it ended up becoming a total loss from an accident. After my insurance company paid *** financial I found out I would still be stuck with a bill for the car in which it had only been in my possession for less than 2 weeks. The car stayed in **************** majority of the time from purchase date. I found out a paint warranty was added to the contract that I knew nothing about and to top it off they went used my extended warranty that I purchased in order to fix the turbo in the car instead of covering the cost themselves. This caused me to owe money on the car instead of receiving money back. We had just purchase that car and it had issues from the time it left the lot. It was clearly a lemon from beginning. I should not be responsible for paying anything further on this car.

  Customer Answer

  Date: 12/04/2023

  Please find the attached sales contract or the car purchase along with the paint warranty that I did not ask for and the extended warranty that was used to make a repair on an existing issue the car had when it was purchased. I have included a repair estimate that was placed in the folder that Richmond *** put all the important paperwork in. The estimate will prove that the car had plenty of existing issues hence the reason the prior owner traded it in the same day the car was purchased. The estimate clearly states that the parts for repair would not be in until days later after I purchased the car. Which I had no knowledge of until I was searching for the paperwork to turn in. I attached the one service invoice that I was able to find from 2 days after the car was purchased and have requested the other's from the service department and they have yet to provide it to me. If you should need anything else from me please feel free to reach out.

  

  Business Response

  Date: 01/11/2024

  I'm sorry that you had trouble with your vehicle.
  
  Based on the vehicles'initial inspection we spent over $4000 on this vehicle to ensure we were putting the best product we could out there. We sell every vehicle as is, but when issues come up, we do the best we can to assist. In this case, you had a recently purchased vehicle that your warranty would not have covered. So we stepped in, and took care of the heat issues with no out of pocket expense for you. Unfortunately, the headlight was on national back order at the time but it was still ordered. 
  
  Fast forward to the drivetrain issue. Because you were under warranty, that was utilized to cover the issue. 
  
  With the regard to the interior and exterior protection, that is something you never got to take advantage of. I would be willing to refund the amount you paid for the coverage. 
  
  Feel free to contact me if there are any further questions. 

  Customer Answer

  Date: 01/17/2024

  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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ********************************
  
  
  
  
  

  Customer Answer

  Date: 01/31/2024

  To whom it may concern,

   

  I'm sending this email because my complaint was closed out. I was informed to send an email since I can no longer send a response through the portal. I had received the email with the business response on January 11th stating that the only recourse that they were willing to take would be to refund me back for the Resistall Paint Warranty. I had submitted a rebuttal response declining what the merchant was offering because I did not feel that what was being offered does not address my entire complaint only a fraction of it. Later that day I received an additional email in which I thought was a confirmation email to my response. It wasn't until I received a new email dated 1/24/2024 stating that the case was closed that the information I submitted came through blank. It's not the first time that it has happened to me because I had to submit my documents before through email because of it. The reason behind me not wanting to accept the merchants offer is due to the fact the finance manager along with the ** of the dealership advised "Resistall is a non-cancellable product because its something that physically is applied to the vehicle itself.". I have attached a copy of the email from the Finance Manager *****************************. The other reason that I'm not wanting to accept the offer is that I have requested on numerous occasions from the sales manager ***** along with the service manager ***************** for the service invoices to show that the dealership had the car 98% of the time that the vehicle was registered to me. My request has been ignored. The service estimate that I included in my original complaint has the exact same date that I purchased the car. How was the car actually fixed when it was traded in the same day in which I purchased it? In other words when was the car actually fixed?? Lastly if the vehicle was released to me from having the headlight issue and the next day it had turbo issues why would the extended warranty that I was going to be paying for be used to cover pre-existing issues? I poured alot of money into this car for the car to be just sitting at the dealership for 98% of the time of ownership. What's not clear to me is that if the finance manager advised that they could not refund me for the paint warranty then why all of a sudden is it refundable? I work hard for everything I have and to be taken advantage of is not right. Is it because Im a woman? I respectfully request that this matter be continued and my response relayed to the dealership.

   

  *********************-Savoy 

   

  

  Business Response

  Date: 01/31/2024

  Hello *****,
  I have attached the service RO's for your review. The first one was our inspection which was completed on 12/9/22. The vehicle was purchased on 12/23/22 and it appears the first issue popped up about a week after that. The warranty you purchased did not cover those items at the time so we covered them with the exception of the headlight because it was on national backorder. We ordered that headlight and were going to install when it arrived at no charge.Fast forward 3 weeks later we had you in for another issue that was covered under your warranty. Unfortunately this repair took about 4-5 weeks to complete because of parts availability. I'm sorry you had the issues you had but don't see where we left you with any out of pocket expense? Please contact me at ************ to further discuss. 

  Customer Answer

  Date: 01/31/2024

  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.
  
  [Provide details of why you are not satisfied with this resolution.] I want to point out a few things here. The first being that the car was initially bought back to the dealership for the heat not working and the right headlamp having excessive moisture in it the day the dealership reopened after the Christmas Holiday, and it was in the dealerships possession for nearly 3 weeks. When the car was picked up the only thing that was fixed was the heat issue. I was never informed when the car was picked up that the headlamp was not fixed or anything regarding a back order situation. If it wasn't for me calling back the next day and speaking with ***** the sales manager to not only address the issue of the headlight not being fixed but also the drivetrain (turbo) light was on in the dashboard. He advised me to bring the car back in and the service department would take care of it. With the car being in Richmond ***** possession all that time the repair for the drivetrain should have been covered by the dealership. This car was purchased as a Christmas gift for our Autistic son whom hit a major milestone of being accepted into college to become an engineer. He didn't get to enjoy the car or become familiar with it as it sat in the parking lot of the business 98% of the time. The drivetrain issue didn't just pop up out the blue from leaving the dealership to my home. It was unfortunate that the car was deemed total loss within the same week that the car was finally returned to me. After the car was deemed totaled I was instructed by ************* to contact the finance manager (*****************************) to have the 2 extended warranties reimbursed to me. In my interaction with *** as well as the ** they both advised that the Resistall Paint Warranty was non-refundable. There should not have been any balance left with ************* after all warranties were refunded. 
  
  Regards,
  
  ********************************
  
  
  
  
  

  

  Business Response

  Date: 02/01/2024

  Hello *****,
  Congratulations on your sons acceptance into engineering school.I looked at the miles on the car from when you purchased it and had the turbo issues. It appears **** miles were put on the vehicle in that time frame . We do our best to put our best product out there and take care of our guests. In this case we paid for the items that were not covered and the warranty you purchased covered the rest on an As-Is vehicle. It is very unfortunate the vehicle was involved in an accident and deemed a total loss. I am willing to refund the amount of the interior/exterior protection to help out. Feel free to call me at ************ to discuss. 

   

  Best, 

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

  Customer Answer

  Date: 02/01/2024

  [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 ********, 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:09/29/2022

  Type:Billing Issues
  Status:

  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.

  Richmond *** advertised a car for $14500, after I applied for the car I was told my monthly payment would be over $300 and I declined the offer but they then decided to take all $1300 to make it a more reasonable offer for me. I put down $2000 however when I got the loan bill it still showed that I owe $14,500. First *** tried to convince me that the $2,000 was used towards my loan then they tried to convince me to me that the car was $****** from the very beginning. However I would have never agreed to pay for a car at that price. All of the searches I had done for cars prior to buying the car were under $15000. I demanded that they show me the original ad because I know I did agree to ****** for a car with over ****** miles. ******* they forge my signature on new document that I know I did not sign. I would like my $2,000 back because it was stolen from me. When I asked about the $2000 they tried to convince me that they didnt have it and that the loan people had it but my bank told me they never got that amount.

  

  Business Response

  Date: 10/11/2022

  ***************************	9:46 AM (12 minutes ago)

  Thank you for the opportunity to respond to the complaint filed against *** of Midlothian.  

   

  **************** made an online inquiry for this vehicle. In order to meet her banks approval, we reduced the price.  Ms. ******* down payment was applied to the loan to meet the banks approval. We can provide copies of the purchase agreement, signed by **************** as well as other signed documents to prove the signature is that of ****************, with her approval. 

   

  We feel this complaint is based on buyers remorse after the purchase. *** of Midlothian sold this vehicle in good faith and **************** purchased the vehicle with full consent to all the terms/pricing.  

   

  We strive to provide excellent guest experiences, so it saddens us to learn that **************** is not satisfied and would welcome her into the dealership to discuss trade options, if she is unhappy with the choice of vehicle.

   

   

   

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

  Asbury Automotive Group

  Customer Answer

  Date: 10/11/2022

  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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Myshanniece ******
  
  
  
  The vehicle that I saw online with priced at $14,500 that is exact price of my loan. The $2000 down payment was never applied to the loan. The only fee that they took off was $1300 which was the taxes and process the fee because I was walking away from the table and the overall cost was to high,  once I paid $2000 my loan should have been $12,500. *********** stated and it is evident that they never received any money on my behalf.  BMW of Richmond Applied for a loan in my name for the exact price of the car, My loan is currently $14,500 and they kept my deposit/down payment.

  later they tried to make me think that I originally agreed to pay $16,500 for the car but that is absolutely not true.