Principle BMW of San Antonio

I have been a BMW customer for over 10 years and this last service visit was terrible. I made an appointment far out to reserve a loaner, no surprise upon my arrival no loaners were available. My service last service visit was terrible. I made an appointment far out to reserve a loaner, no surprise upon my arrival no loaners were available. My service advisor was okay. My car was dirtier then when I dropped it off. Unbelievable, how does this happen? Not what is expected when purchasing a BMW More

I have been 'dealing' with Principle BMW for the past 3 years as I bought a 2023 BMW M8 Gran Coupe Competition from them in Sep '22. I traded in a 2018 M4 and from the sales side, they were phenomenal. T years as I bought a 2023 BMW M8 Gran Coupe Competition from them in Sep '22. I traded in a 2018 M4 and from the sales side, they were phenomenal. That's where things turned. The service side at Principle BMW is TERRIBLE!! It began with dropping off my car for the first oil change after 6k miles. I had an appointment, but waited 20 mins to get checked in, then another 20 to get my loaner. This occurred multiple times before I escalated my complaint to the Service Mgr and explained that I got better service from Ancira GMC in Boerne on my $90k Sierra Denali then I was getting on my $160k M8. I said, if this is how yall treat your high end customers, I'll find another dealership that does care about discerning clients. He agreed they had been dropping the ball and set up a concierge pick up/drop off for my car. I have few complaints with the department until I had my car in on 18 Oct for a tire blowout. They had standing directions to not wash my car as it has an aftermarket ceramic coat and automatic car wash machines will scratch any finish. It was dirty when I dropped it off....5 days later, it sat outside for 3, I picked it up and it was nearly spotless. I thought, well, they must have handwashed it....didn't have time to do a once over bc I didn't think I had to. The car was in the covered service area so I didn't have the help of the sun to see the thousands of swirl marks that adorned my M8. I have the car detailed often and when I brought it to my guy....we both saw it at the same time. There's no doubt it got washed by the dealership. I have now spent upwards of 3 weeks waiting on a callback from the manager to hear they were taking responsibility and accountability for their mistake. Today, my service advisor said the manager was 'still looking into it'. I spent the $1000 to have the finish repaired and reapplied already, and provided them the proof. The response I'm getting is that they are questioning my integrity and meanwhile, haven't bothered to do their due diligence and fix their mistakes. When the car is out of warranty, I intend to trade it in to another dealership. As Principle is the only BMW in San Antonio, I'm left with no options. They make it a point to tell clients that they are the biggest dealership in the US but then use that as an excuse when they have any hiccup....mostly in service when explaining any delay...well sir, we are the biggest dealership so we get alot of vehicles. Well....either hire more people, or sell less cars bc that's no excuse for mediocre service at a luxury car dealership. AVOID THIS DEALERSHIP!!! Lt Col (Ret) Jason Oatley More