Principle BMW of San Antonio

Expectations were high going into my purchase since this is a BMW dealership and all reviews I read beforehand were stellar. The sales agent, while personable, did not know much about the used car I was int is a BMW dealership and all reviews I read beforehand were stellar. The sales agent, while personable, did not know much about the used car I was interested in. Her typical response to a majority of my questions was, “I’ll find out for you” or “I need to talk to my manager”. The car had a large crack in the windshield which we negotiated that BMW replace since it was in my line of sight while driving. The agent told me that a new windshield had been ordered and the car would be ready by Monday evening or Tuesday morning at the latest. When I didn’t hear from anyone by Tuesday afternoon, I called and was told the windshield hadn’t arrived, but the car would be ready the next day. I called again on Wednesday for an update since no one reached out to me (yet again) and was told the installer was not in and the car would be ready on Thursday. I finally received a call from the agent on Thursday saying the delivery truck was an hour away and the car would be ready shortly thereafter. When I didn’t hear anything after a few hours, I reached out to the service department and was told the windshield hadn’t arrived yet (even though sales agent said the truck was an hour away). I waited several more hours and reached out (yet again) for a status update and the sales agent told me the car was ready….finally. When I went to pick up the car, the sales agent was eager to have me look it over and give me the keys. Yes, the windshield was replaced and the tires had been shined, but they didn’t even bother washing or polishing the body of the car. When asked, the agent said it had been sitting outside but they could wash it for me while I waited. Given that I had waited several days to get the car, I declined. I thought it was odd that none of the other cars in the lot were this dirty. I thought how come they couldn’t wash it while it was just sitting there waiting days for the windshield? Granted I’m not a 50+ year old with a six figure salary, I would expect the same level of the highly touted customer service whether I was buying a brand new $117K BMW versus my used Mazda 6 both from the sales agent as well as the service department. Communication with the customer, knowledge of the product and attention to detail were all lacking throughout my car buying experience/ordeal at BMW. The finance guy did a good job though finding me the lowest rate possible though….the only bright spot. More

It seems that 3 1/2 hours was a long time to wait but that’s okay. My car was “lost” after it came down but was at the carwash. I specifically requested the car not be washed. I requested a new key batte that’s okay. My car was “lost” after it came down but was at the carwash. I specifically requested the car not be washed. I requested a new key battery. No new battery. But the people were all amazing. It’s the process that gets the 3 stars. More