Principle BMW of San Antonio - Service Center

Unacceptable service I bought brand new tires from this dealership about a month ago, a week ago I was called about bringing my vehicle in for an oil change. As I was on m I bought brand new tires from this dealership about a month ago, a week ago I was called about bringing my vehicle in for an oil change. As I was on my way in the vehicle notified me that the tire was low. I told the sales consultant when I got there and he said they will look at that as well. I was notified on Thursday that my vehicle was ready for pick up, I asked what was the reason that my tire was low since they were only a month old, he notified me that a lug nut was missing but they replaced it. I asked how does a lug nut go missing on recently purchased tires? No answers just a blank stare from that question. I came on Friday to pick up my vehicle and return the loaner, I paid for the oil change and waited 45 minutes to an hour just for them to tell me they lost my key!! I ask how do you lose a key to a vehicle that service was complete and supposedly ready for pick up. Again no answer, they apologized and offered me a loaner so i wouldn’t have to continue waiting. 30 minutes later i still don’t have a loaner, I finally found my sales consultant and he goes to the desk and shortly after I received one. On Saturday I called inquiring about my key, the sales consultant says “they still haven’t found it, let’s wait til Monday (taking the cheap route instead of just replacing my key), it might be in someone’s pocket let’s give them a chance to return it, if not they will make one that will take 3-4 days to come back.” The reason they couldn’t replace my key was because they don’t have keys in stock, which sounds ridiculous to me because you are a BMW dealership!! I did not bring you a Toyota or Audi, I brought a BMW!! I’m driving to my daughters dance recital on Saturday in the loaner and it completely reduces speed on me on the highway. An error message came across the screen and said drive train malfunction, I immediately pull over on the side of the road battling traffic, at this point the vehicle put itself in neutral, I could no longer put it in drive! I’m panicking because we are on the side of the highway with traffic flow going by at a fast rate. I called my fiancé, he advises me to turn off the vehicle and turn it back on, so i turned it off and it would not crank after that.Now we are in a hot BMW on the side of the road, did I mention the loaner was a 2019 x3!! I have my 11 yr old daughter in the passenger seat scared because we are on the side of the highway stranded, the loaner vehicle shaking everytime cars passed by. BMW was already closed, however I was attempting to call the consultants cell phone, no answer and no reply to text! I found another consultants number and she told me to call roadside assistance it wasn’t anything they could do! Roadside assistance was not going to help me because I could not provide the VIN number at the time because I couldn’t open the door due to being on the side of the interstate! After arguing for several minutes they decided they would send assistance to pick up their loaner car! At this point we have missed my daughters dance recital, she was very upset, scared and nervous as was I but I’m trying my best to calm her down! The text I received from road assistance said that the tow truck and lyft driver would be there 2 hours after the call was placed!!! I decided to call my own uber which only took 5 minutes to pick us up, my daughter and I had to exit from the passenger side door. Opening the driver door would’ve been impossible putting me directly in the traffic lane on the interstate!! I have been without a vehicle since Saturday afternoon, I had very important things to do this weekend but the ultimate driving machine (2019 loaner) left me stranded on the side of the highway. I am very displeased with BMW of San Antonio customer service, I really wish there was another BMW dealership in town so I would never have to utilize you guys ever again!! The only reason I gave it 1 Star was because I had to select something!! More

Bad Customer Service My service consultant Katie, promised several days/ times to call back with an update on my BMW, never heard from her. I even spoke to her supervisor My service consultant Katie, promised several days/ times to call back with an update on my BMW, never heard from her. I even spoke to her supervisor with no avail. More

Service. Great service for 2015 BMW XI 320. While waiting I walked around and spotted a 2017 BMW 430I Gran Coupe that I just had to get. Traded my car in and Great service for 2015 BMW XI 320. While waiting I walked around and spotted a 2017 BMW 430I Gran Coupe that I just had to get. Traded my car in and purchased new vehicle. More

Pleasantly Surprised! I was not looking forward to going to the BMW of San Antonio service center, because I have heard that they have had issues with customer service. A f I was not looking forward to going to the BMW of San Antonio service center, because I have heard that they have had issues with customer service. A flat in one of my tires brought me in. This rumor could not have been more false. Faylin was an amazing service adviser. She truly took care of me, and made sure that I was able to continue my day, without a problem. She also made sure that my oil change was done so that I wouldn't have to come in a couple months. Great experience! I feel more at ease that in the future I can count on BMW service being top notch. Thank you Faylin! More