Principle BMW of San Antonio - Service Center

Took my wife's 2011 x3 in for 30k service. Was told by Mike Brehm that the tires were worn and needed replacement. I was quoted $1016, so I told him to have them replaced. He also informed me that th by Mike Brehm that the tires were worn and needed replacement. I was quoted $1016, so I told him to have them replaced. He also informed me that the total service work would take 1.5 hours. The work took nearly 4 hours. Then came the billing. When I went to pay my bill for the tires, the total was suddenly $2026. They had misquoted by showing me the cost of only two tires. I expressed my anger over the mistake and offered no resolution. Several calls to Carlos Cervantes, the apparent service manager, have produced no acceptable results. I received one call from Carlos indicating that he would look into it and get right back to me. That was a week ago, still no call even with several voicemails left for him. BMW North America is supposedly looking into the matter, but I have had no further contact. I own two BMW's and will be hard pressed to ever buy another if this is the kind of service level I can expect. More

Took my X3 in because oil senor monitor was out and the fasten seatbelt light chimes and lights up even though all seat belts are fastened. They first had the car for 4 days and fixed the oil monitor. The fasten seatbelt light chimes and lights up even though all seat belts are fastened. They first had the car for 4 days and fixed the oil monitor. They said they couldn't get the seatbelt thing to reproduce. On the way home realized that the windshield wiper fluid was not working and low and behold the seatbelt chime starts in again. I took it back, this time they have it for 10 days. Fix the washer fluid sensor and said they couldn't get the seatbelt to reproduce. I drive my car home and the very next day the seatbelt chimes again. I understand that ever brand of car has issues. However, when you purchase a brand like BMW you expect a little more. I am a women and it is very frustrating when I am told the problem is the way I am driving the car. I'm sorry, I call xx. Really??? I have heard horror stories about the service department and almost didn't purchase the BMW because of the things I have heard about BMW San Antonio. But, I thought, how often will I have to deal with the service department... that was a joke. Now I see it first hand. I must say, Ivan was respectful and tried to help. After having the car for 10 days and it still not being fixed the service manager Chuck got involved. This guy does not need to be working in customer service. He was rude and got pretty nasty with me. He was respectful to my husband but not to a women. I guess because I have a xxxxxx, I know nothing about cars. I will most likely purchase BMW again because I love my car. However, I will NOT deal with BMW San Antonio again. They are a mess there and could really take some lessons from the Lexus, Mercedes, and Infiniti dealers. More

It was my daughter's 16th birthday and I wanted to surprise her with a new 2009 Mini Cooper. Our salesman (Alex) was great, he personally went out of his way to help me surprise my daughter by bringi surprise her with a new 2009 Mini Cooper. Our salesman (Alex) was great, he personally went out of his way to help me surprise my daughter by bringing her new Mini to our favorite restaurant with a big bow on the top of the car. This is where the positive experience ends! The first time my daughter had to bring her car in for her first free service they tried to talk her into buying a special oil additive; not trusting this, she called me and I told her definitely not! This happened numerous times when she would bring her car in for the free service. Once they even tried to charge her for new windshield wipers and when she stated that this was covered under the free warranty, they stated to her, "those are for the standard wipers, these are the ultimate wipers"! Well I'm glad my daughter listened to me over the years, because she laughed and told them, "I don't think so"! Another thing, the service department would always say they would call her when the car was ready to be picked up, but they would never call; she would always have to call them. Then when the car's warranty finally ran out the "brake service" light came on. My daughter called and made an appointment to have a complete diagnostic check done. She brought the car into service and talked to Benjamin. She instructed him not to make any repairs until they called her first. Well, of course they never called her and when she called them they said the car wouldn't be ready until 6:00 PM. When she arrived they told her all the problems with the car and that it was going to cost about $1800 to have everything fixed. They then asked her for authorization to make the repairs. She informed them that she didn't have that kind of money right now and didn't want to put it on a credit card; so she said she would bring the car back at a later date. Well she finally saved the money, made an appointment, and brought her Mini back to the dealer; again they (Benjamin) said he would call her when it was finished. After 5 hours, my daughter called and they said they didn't have the parts for the brake job! I couldn't believe it, a BMW/Mini dealer didn't have the parts for a simple brake job! On top of that, they never called her and told her this. It took 5 hours of the car sitting there at the dealership and then my daughter had to call them! She decided enough was enough; she took the car to "Brake Check" who had the parts and did the brake job in a little under 2 hours. I would not recommend this BMW/Mini dealer to anyone; especially the service department. However, is it worth it to have a pleasant sales experience and then find out that your service experiences will always be a nightmare! More

Easilly the worst experience I've ever had! Ultimate driving machine and Ultimate poor service. Took my car in because the convertible top wouldn't open on my 2001. Quoted $1,440.00 which included a com driving machine and Ultimate poor service. Took my car in because the convertible top wouldn't open on my 2001. Quoted $1,440.00 which included a complete car diagnostic costing an additional $200.00-$300.00. Said I had to have this before any work would be done but they would identify any issues with the car. Albert Zapata "Assistant Service Manager" said the car would be ready tomorrow and he would call. Next day no call so I called late in the day. He apologized for not calling and said things were just crazy and said I could pick it up the next day. Again he would call. The next day came and he called right about closing time to tell me the car was ready. "Impossible to get there before they closed". This was Saturday and they're closed Sunday so I went in on Monday. I paid my $1,440.00 for the repaired top and they pulled my car around. Instead of the courtesy wash there was a large amount of bird mess on the car. To make matters worse the car was making a strange sound that was not there prior to delivering the car to them. "I rationalized that sometimes these things happen". But then, I tried my automatic convertible top and it didn't work! Just froze and locked 1/4th of the way open. They took it to the back to fix the top and bird mess and when they brought it back and said it was fixed I tried it again and the same thing happend it just froze and whinned. The top didn't work. Now frustrated I also noticed They still failed to clean the bird mess off the car which can damage your paint if left too long. They called for the tech who said that he tested the top many times and it worked fine. They said my straps must have expanded while in their care. "Never an issue before". They offered to fix it and informed me that I would need to pay another $1,500.00 for these straps. To be fair they offered to split the cost but at this point with the poor service and poor workmanship I was not interested in investing another penny. They said the top was fixed and I paid them what they said I owed. It haden't even left the repair bay and I'm having all these issues. I should add that this car is in fairly good condition, kept in the garage most of it's life, and never abused. When I asked why the straps, strange noise, and now damaged covers "these too were working fine before bringing the car in" were not mentioned as part of the total diagnostic I paid $200.00-$300.00 for I was told the loud noise just bagan only now when I came to pick up the car because the tech did not hear the noise before now. I was told the straps must have just gone bad now and the covers which were working fine I'm told were now not working when the car arrived. I felt their only concern was how to get more money out of me. $1,440.00 spent and I had a non working top to show for it. They suggested I simply use my hand to help push it up and hold it with a little pressure for a minute or so. 2 or 3 were working on it to show me how simple and easy it was. Chuck stated "Well, it kinda works better than before". REALLY! That's what I can expect from BMW! A top that kinda works if I stick my hand out the window and hold it for a while! I still can't get the d_mn thing to work even when I try that uncomfortable thing with my hand they suggested! The car has more issues now then when I brought it in and I may be out $1,440.00. Their only resolution was that I now needed about another $4,000.00 worth of work. They offered to pay $2,000.00 but I would still have spent $3,440.00 for a 2001 convertible top that they said would be fixed for $1,400.00. I suggested they save us both some money by just replacing the straps because the tech said this was the only critical issue keeping the top from working. At $1,500.00 they would save $500.00 and I wouldn't be out any more money. They said No way. Basically the only way they would help make it right for me is if I spent some more of my hard earned money and lots of it. By this time I had lost all faith that they were even capable of doing a good job and fixing my top. I wouldn't have been suprised if they told me later some other part costing in the thousands would also be needed before the got it right. I love these cars as this is my second one. I was planning to sell some toys to purchase a newer M3 but, after this experience I not sure even the ultimate driving machine is worth how these people made me feel. Unappreciated, ignorant, and disrespected. You earn customers one at an time and you lose them one at a time. More

Went in for a "Check Oil Level Light." Before the Service Advisor even knew why I was there, he had recommended $1800 worth of "recommended maintenance" like a Fuel Injection Flush etc. etc. Quick r Service Advisor even knew why I was there, he had recommended $1800 worth of "recommended maintenance" like a Fuel Injection Flush etc. etc. Quick research shows many articles like this one. http://www.bimmerfest.com/forums/showthread.php?t=436767 This dealer is more interested in gouging the customer than what is needed for the car and customer service. The whole experience was like a fist fight and I ended up paying for a Level 2 Inspection 5K miles before it was required. My bad for trusting the advisor. More

Everyone at the dealership treated me with the upmost respect. I know it's not their fault my car had issues... He called me to keep me updated daily! Everyone at the dealership was very friendly throug respect. I know it's not their fault my car had issues... He called me to keep me updated daily! Everyone at the dealership was very friendly through all of my service issues! I would highly recommend dealing with this service department, if you have a BMW dealership if you live in the San Antonio area. More

I didn't heed the warnings from my many BMW-owner friends. As a result I found myself in the middle of a service nightmare! Disrespectful, inefficient and inexperienced staff, no follow through, no friends. As a result I found myself in the middle of a service nightmare! Disrespectful, inefficient and inexperienced staff, no follow through, no return phone calls AND terribly expensive for even the smallest of repairs. NEVER AGAIN will I purchase a BMW in San Antonio...not because I don't love BMW's, but because I can't bare the thought of having to deal with the incompentants who work in the service department at BMW of San Antonio. More

I bought my car in Phoenix at Chapman BMW (excellent dealership by the way). I moved to Texas and have been forced to deal with BMW of San Antonio on two occasions now. My first problem I had a defect w dealership by the way). I moved to Texas and have been forced to deal with BMW of San Antonio on two occasions now. My first problem I had a defect with the electrical system on my 2008 328ci and it was unsafe to drive. I tried to get them to tow it to the dealership, but it was "too far" for them to make the effort. Finally, the Phoenix dealership called and had it arranged. The second leap of faith was only a few short days ago when I ordered a performance part along with some other routine stuff to be done. Sure enough, when I drive 150 miles to come see them (they are the closest one, unfortunately) they "forgot to order the part." Their is a certain standard that BMW dealerships have set in my experience in the past... BMW of San Antonio is beyond sub-par. More

I have had a terrible time having my vehicle serviced because this particicular dealership is unwilling to provide a loaner car and I must have a vehicle for work. I love BMW's but will not buy one agai because this particicular dealership is unwilling to provide a loaner car and I must have a vehicle for work. I love BMW's but will not buy one again because I live in a one BMW dealership town. We dreadd anything going wrong with our vehicle because it entails a nightmare trip for service even though it is under warranty. More

Excellent, Excellent, Excellent. Ed is very competent! Loaner was a 2003 5-series. ALL concerns were dealt with and fixed. I drive approx. 250 miles round trip just to make the appt. IT IS worth the DRIVE Loaner was a 2003 5-series. ALL concerns were dealt with and fixed. I drive approx. 250 miles round trip just to make the appt. IT IS worth the DRIVE (esp. in a Bimmer)! No runarounds or bull-talk, just great Service which is hard to come by in TEXAS! I purchased my vehicle from them as well. No Regrets! As long as the continue to have the small-town dealers in their rearview, they'll continue to reign! More