Principle BMW of San Antonio

I'd probably have given Kirk a 3 right up until he sent me a text message begging me for a "perfect ten" review and then debated with me and defended his lackluster service when I responded that not only w me a text message begging me for a "perfect ten" review and then debated with me and defended his lackluster service when I responded that not only was that not going to happen, but that begging for a great survey rating is gauche in the extreme. In this particular case, I'd already complained to the sales manager (who cared only slightly more than Kirk), so the text was in even worse form than it would be usually. 1. Kirk cares about the sale, he doesn't care about you. - He misspelled my address. I pointed it out immediately. He brushed it off and said it would be worked out and that this one piece of paper didn't matter. It probably won't surprise you to know that my address is misspelled everywhere now. - He promised me my CPO X5 M would be detailed. When I picked it up, it obviously hadn't been. I pointed that out, asked about it, and Kirk threw his detailing colleagues under the bus, telling me "it depends which guy does the detail" and said it would be taken care of in my first service. There's so much wrong here it's difficulty to categorize, but I'll leave it in the "doesn't care about you" category. 2. He has no clue about BMWs - I know Kirk used to sell Audis and recently moved to BMW, but he's been around long enough to have learned about the cars. As an example, I had trouble getting the tailgate to close from the driver's side armrest control, and he responded that this was a "German safety feature" and added "lol" in his text response. First, he's absolutely wrong. He made up an answer so I'd stop asking. I knew it was possible and figured it out. I'd gotten an error message and solved it. Such a sales guy move - first rate blowoff BS. (In fairness, there's a piece of "Kirk doesn't care about you" here too, but I'll chalk this up to lack of knowledge of the product he sells. - I asked how to set up the car so I could tell it to take me home. 30 mins in the parking lot later with another person called in for an assist, and it still doesn't work. 3. I think he's unethical - Kirk did a couple of small things that likely violated rules to benefit me and probably win me over to give him high ratings; however, what it really did was make me question his ethics. If he's willing to violate rules set by his employer, why would he care any more about screwing me over to benefit himself? Answer: he wouldn't. So, while it may seem like a way to fast-track trust building and relationship building, it really just erodes traut and breaks down relationships. Look, Kirk is a decent human being and I'm sure a great guy to have a beer with. I wouldn't buy...well... anything... from him, much less a $65K car. I think Kirk is an inexperienced salesman, or just operates in a really poor system set up by BMW of San Antonio that incentivizes bad behavior. Given the interactions I had with 2 sales managers, I'm inclined to believe that may be the case. I will say that both the Director of sales and the GM's assistant (who shielded Nick, the GM, from talking to me when I called and asked to speak with the GM) were very good in that they cared, empathized, apologized, and worked to correct the problem. That said, somehow there's a disconnect from those two higher-ranking people and middle-management & the rank-and-file sales people. I certainly fault leadership for that. Regardless of leadership's failings, Kirk is still accountable for his behavior, which I find appalling. More

Good customer service but question your charges Please check how much you are being charged for certain services. I had several services completed all at the same time and there was an error in what Please check how much you are being charged for certain services. I had several services completed all at the same time and there was an error in what I was charged after everything was complete. My oil changed/fluid top off jumped from ~$150 to $200+ due to the error. However after getting some attention through the BMW survey and dealerrater.com BMW of San Antonio is reimbursing me the difference. I should have questioned it when my estimate was pretty far off from the actual cost for routine services. Thankfully I have owned BMWs for many years and have experience with pricing at several dealerships across the country otherwise I might not have know. After my reimbursement BMW of San Antonio is slightly higher than most dealerships I have been to in the past (4) and is reflected in my updated rating. On a good note Ms. Miller was great in taking care of everything for me when I brought the vehicle in and picked it up. More

UPDATE: Satisfied with our purchase UPDATE: After a less than stellar experience purchasing a used 2013 X3 here in July, we recently worked with Barry Laird, and Chris Quincena to trade UPDATE: After a less than stellar experience purchasing a used 2013 X3 here in July, we recently worked with Barry Laird, and Chris Quincena to trade in the 2013 (which had problems we were previously unaware of) for a certified 2017 X3 that's almost identical (but much newer and with the CPO protection). This most recent transaction was like night and day from our previous transaction. Although the trade-in value wasn't what I had hoped considering we only owned it for four months, all in all I feel we are in a much better vehicle and for the most part we were treated fairly and with the level of courtesy and professionalism I've come to expect from a BMW dealer over the years. BMW San Antonio has earned back our trust, and we will more than likely purchase from here in the future. PREVIOUS REVIEW: Beyond disappointed. The only reasons I gave BMW of San Antonio any stars is because of how great Albie in Finance was, and how friendly the guy who installed my license plates was. My sales advisor Adam Castillo was courteous and professional throughout the actual buying process as well (although his favorite word seemed to be "no", and I am not sure he really advocated for me on any of my requests behind the scenes). Still, they had the exact car I had been seeking for my daughter, so I went with it. After the sale, I feel as if I've been relegated to second-class status for a few reasons. My disappointment in this dealership was laid out in a lengthy, nearly 800 word email addressed to Adam Castillo and CC'd to Nick Vanderpool (General Manager), Bryan Barton (General Sales Manager), and Miguel Valdez (Pre-owned Sales Manager) on July 17th, 2019. To this date...nearly three weeks later...I have yet to hear a peep from any one of the four. Not even a "go f yourself". Although I suppose the silence is their way of saying just that. EDIT 11/12/2019: After initially expressing a desire to remedy my dissatisfaction, Mr. Bryan Barton is now ignoring me and not returning calls or responding to emails. He had asked me for some details in August, which I provided. I haven't heard a peep from him in the three months since, even though I've emailed him at least three times and left two voicemails for him. The lack of professionalism and utter disregard is something I've never experienced from ANY car dealer, let alone a BMW dealer. Based on all of this, I've lowered my rating from two stars to one. More

Extremely poor management and sales. I can write pages and pages of complaints about management, sales and service. Giving a one star will be to much. If you decide to buy a BMW definable I can write pages and pages of complaints about management, sales and service. Giving a one star will be to much. If you decide to buy a BMW definable go elsewhere if you want to avoid, headaches, anger and frustration. MOST HORRIBLE EXPERIENCE + TO MANY!!! More

Blown away! I’ve been driving BMWs (and receiving BMW service) for seven years now and Faylin is not only the best BMW Associate I’ve worked with... she’s the bes I’ve been driving BMWs (and receiving BMW service) for seven years now and Faylin is not only the best BMW Associate I’ve worked with... she’s the best Service Manager I’ve ever seen. Attentive, enthusiastic, sharp, and optimistic... she not only remembered the details of all my past services, she remembered me! As such, she had no trouble tailoring my vehicle service to meet my needs and busy schedule. Faylin is clearly going the extra mile—making the extra effort—to provide superior customer service. If BMW enjoys a solid reputation for customer service in San Antonio, it is because of employees like Faylin! More

Seamless Josh was an amazing BMW person to deal with. He made sure to answer all my questions and even showed me some things I didn’t even realize after this b Josh was an amazing BMW person to deal with. He made sure to answer all my questions and even showed me some things I didn’t even realize after this being my 3rd purchase. Everyone at BMW of San Antonio was great to deal with! More

Pedro Davila- BMW San Antonio I Purchased a new 2019 430i. Pedro Davila is my client advisor and has always been phenomenal in every request that I made of him. He is professiona I Purchased a new 2019 430i. Pedro Davila is my client advisor and has always been phenomenal in every request that I made of him. He is professional, knowledgeable, easily accessible and a joy to work with. Thanks for all your hard work. I would highly recommend Pedro for your BMW experience. More

They change the price once you say you are interested NEVER!!! If you're looking for an honest dealership and not your typical slime ball car dealer don't buy here. I was interested in a car and received NEVER!!! If you're looking for an honest dealership and not your typical slime ball car dealer don't buy here. I was interested in a car and received 20 emails from 3 different people driving me crazy about buying it. While I was trying to set it up the price went up 1K each day while I was waiting. The best part is they think everyone is stupid and tell me after a week went by that they actually had the car sold and to deter interest they kept raising the price? really!!! there's a think called "pending" but the bottomline is the cars was mis-priced so this was they only way to fix it...they are very rude about it which really surprised me, I just wanted to buy the car but would never buy a car from this place, it's like a small used car dealer stereotype, More

Slow to respond and Arrogant You'd expect top notch, fully dedicated customer service from a luxury brand dealership such as BMW of San Antonio. However, they leverage tacky, clic You'd expect top notch, fully dedicated customer service from a luxury brand dealership such as BMW of San Antonio. However, they leverage tacky, cliche sales games to sell a car such as the old line: "profit margins are only a few hundred dollars on a car". It's also easy to know way more about a particular car then the salesperson. Furthermore, particular sales advisers can be arrogant, overly superficial and condescending (discussing salary, etc). They also push hard for customers to fill out a survey to get an excellent rating. However, they don't really seem to want genuine feedback and a salesperson can hold it as a grudge if the survey isn't completed. More

They switch and bait you. Do not lease a vehicle from them, as a matter of fact the whole sales team is went to swindler training. No wonder why so many sales people leave. Jos Do not lease a vehicle from them, as a matter of fact the whole sales team is went to swindler training. No wonder why so many sales people leave. Josh who was honest left. I leased my first 7 series from Josh (well he administered the lease), everything went well, I leased my X5 through Principle, all they did was lie. I said I want to make one payment and then drop the car off at the end of the lease. "Yup, no problem" wrong received bills, had to pay fee's on the return. Even when I returned it in over a month early and with 20% less miles. They are crooks. More