9 Customer Reviews
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Review from Past Supporter O
1 star02/28/2024
This place Tries to sell s*** you dont need and f**** the consumer by confus*** they: you ask for one th*** and they stiff you by charg*** you for s*** that does not fix the problem, they f*** you by charg*** for someth*** else thats sound the same without address*** the issue that needs repaired. Then the dude Tries to stiff you by add*** other freebilluss s*** Its my car, I Know my f.. *** car, fix what i say not what some a****** communist needs, I mean why the the f*** do you think I deserve your communist bullshiitReview from cordarius e
1 star05/17/2023
Preface: There's a lot of feedback to share but character count is limiting me. On May 17, I visited *********. I asked to speak with *****************************, the General Manager. ******* explicitly told me that **** was not in the office today but he gave me ****'s email. I asked for ****'s phone number and he said he doesn't have it and not one person at the entire dealership knows ****'s phone number. After 30 minutes, ******* finally tells me that they can take my car back to the service area but it would take about 5 hours to simply diagnose it and move the process along and can't guarantee it'll be fixed today, which was fine. On my way to the waiting area, I just so happened to cross paths with *****************************! **** told me that he was on phone calls and has corporate meetings with *** Mini. I informed him that I Googled for almost 20 minutes looking for his number and that ******* LIED to me and said he wasn't in at all today. **** was apathetic and he definitely wasn't worried about a no name Black customer like me and his corporate meetings seemed to definitely be more important than providing effective face to face customer service. Every white and Latino person I see at *** always has great customer service and people running to help. I even asked him if he could just come find me later when he has time to address my concerns because I'm sure he's busy. His tone of voice and body language (as he pointed to a white guy in a suit he seemed to be meeting with) clearly showed he didn't give a F about my problem and that his meetings are more important than the customer. I love my car but ***s customer service is ALWAYS garbage. I've had my car serviced at ***: ************, *********, ****** (2 locations), ******, *********** and now **** and every single time there's some sort of issue with customer service. Literally, every single instance. **** and his team at SATX needs better training and *** needs an overall better ********************************************
BMW of San Antonio Response
05/18/2023
We made an appointment for 10:00 AM without a loan car and we took his car in. Informed him we would provide alternate transportation with enterprise at a discounted rate and he declined. We told him that it would be a couple hours to get his car looked at and diagnosed. At this point he demanded to speak to the ** and no one else unfortunately I was unavailable due to several scheduled meetings. I informed him that ******* was 100% correct and was doing everything by the book and we have to provide loaners to those with loaner appointments and we were doing all we could to get his car looked at in a timely fashion. We completed the diagnoses and he authorized the work and we completed the work (pretty significant repair) and had him on the road by 5:30 the same day. We got him in within two days when other dealerships told him 3 weeks, fixed it in one day by moving him ahead of several other guests due to him being from out of town. At every turn ****************** threatened my associates with bad reviews and contacting the attorney general when the entire staff was only trying to take great care of a guest. At this point I am sorry he is upset with ** doing everything we said we were going to do and understand we are probably not the dealership for him and wish him the best of luck on finding one that meets his expectations.Customer Response
05/18/2023
1) Hes correct, I declined the rental car because I wasnt paying more money out of my pocket after driving 2 hours.2) ******* did NOT offer to take my car back to the service until about 30 minutes after my appointment. ******* originally told me that it would take a full day and Id have to leave the car over night and there were no loaners available (hence offering the rental discounted rate which I declined). That was his and Alexandria's original offer. I looked at the clock when ******* offered to take my car back and it was exactly 10:30. During that timeframe when I was told that I'd have to leave it overnight, I was on the phone with *** Corporate (******) and was also searching for ****'s phone number since ******* and no one at the entire dealership has the **s number (per *******). Eventually, as *** already stated, he told me they could take the car back but it would be about 5 hours to diagnose it and there ws no guarantee it would be fixed the same day. NEVER at any point between my arrival and until 10:30 did he offer to take it back to simply diagnose the car. The original offer was it'll take all day, leave it, no loaner available, we'll give you a discounted rental car rate. That was the original offer by ******* and Alexandria.3) The response avoids the fact that ******* lied to my face saying that the ** was not onsite when in fact he was. Again, ******************* and said he did not have ***** phone number and no one at the dealership has it, which was a lie since ******* came to speak to me before I left the dealership and said that he called **** (and I have the voice recording to prove it which I've tried to upload but the system won't allow me to attach the recording). So that was a lie.4) I do not appreciate the response claiming that I threatened them as if Im some thug. I simply stated that I was displeased with the customer service and that Id leave my reviews on ******* BBB and TAGO. As a customer, I have that right. If they felt threatened by that, then they dont need to be in customer ********** Fortunately they did get me in and out the same day. Even got my oil change after the car was already down (thanks, Alexandria for your help!). We wasted ************************** theyll at least diagnose the car. As I told them, I came prepared to wait for hours because I knew it wasnt a simple fix.6) Dont try to make me out to be a liar. If you are seasoned business professionals, take the ownership in your mistakes.Review from Rodney G
1 star01/08/2023
My wife and I purchased a vehicle from this dealership a few months back we return to potentially purchase another. As a returning customer you would expect to feel welcomed but not in our case this dealership needs to understand diversity among its customers. There is nothing worse than feeling less than because of your looks. Being told that the dealership is closing and basically kicking customers out is beyond disrespectful.BMW of San Antonio Response
01/10/2023
I can assure you BMW of San Antonio welcomes all backgrounds and diversities! We have a matching associate staff representing our community and customer base. I would need more context to the situation as we did have a couple Company holiday events and closed early and try and abide by our posted business hours for work life balance of our associates. We do however stay past close most days if we have already started working with a customer? Did you work with your previous salesperson?Customer Response
01/10/2023
I appreciate the quick response only if the response was this quick when I was actually at the dealership. I arrived at your dealership at 4:30 in the afternoon and no I did not use the same salesman as last time ? Why would it matter what salesman helped me ? Your first saleswoman basically pawned me off onto the 2nd salesman after explaining to her what my current situation was. Your dealership should focus more on customer based training rather than judging someones personal appearance and moving on to the next buyer.Review from Konstantinos V
1 star10/13/2022
BE AWARE OF *** in *******, specifically BMW OF SAN ANTONIO!!! DO NOT make my mistake to buy a ***. Over 7 months they have not been able to find what is wrong with my car. Also, they refused to replace defective parts under warranty!!! ****** doesn't care!!! Rude and layer people work in this business!!!BMW of San Antonio Response
01/10/2023
Unfortunately we have to follow *** repair guidelines and repair processes and we understand that does not always reflect our wanting to help a customer. However they are the sole decision makers on what will and won't be covered under warranty. We are always an advocate for our customers.Review from Maddie S.
1 star09/21/2022
I called about a car I saw online to specify if it had a specific feature, was told yes. I live in ****** so based on that info during the call, I visit the dealership (3 hrs ***********). I test drive the new car, am told twice that it has that feature. I go inside to start the trade in process and financing and have hours of time wasted. Lowball my trade in, ask if they could deliver my new car so I could trade the old one in somewhere that would correctly price it, told not possible. Then they refuse to transfer the title of my old car, despite having a VIN specific power of attorney sent over and a title holder present. They then question our integrity when we asked what we could do to get the title transfer done then & there. I'm then taken to the financing office where I'm told that despite having great credit, i'm not approved by any of the major lenders and given an astronomical rate on a loan that's close to the borrowing minimum. I suffer this bc I'm getting the car I want. It's delivered to me the next day, I look deeper and doesn't have the feature. The sales person who delivered it forgot to get one of the title transfer papers, I call & ask why the feature isn't there, told me papers needed to be submitted and it would magically show up. I ask that my papers not be submitted until they can confirm this would solve the issue. They wait til EOD to call me back to tell me this feature isn't on the car. I inform them they left the title transfer paper. A manager calls me & tries to intimidate me by mentioning they have a recording of the initial phone call (i say great) & again questions my integrity for holding onto the form they forgot. We then speak to the director of preowned sales who is the first one to get in the neighborhood of an apology. The only reason I got a refund is bc of the paper they forgot, otherwise they would have scammed me and left me with a car I didn't want. Unprofessional, disrespectful, abysmal experience from start to finish.BMW of San Antonio Response
09/22/2022
We always honor our Principle Promise on repurchase of the vehicle. The client did not get the option on the car they wanted not by any nefarious intent. We simply unwound the deal as we would for any customer. We are one the top 5 *** CPO dealers in the nation because we do business the right way. It is unfortunate that were not satisfied but as we would do for any customer we simply unwound the deal.BMW of San Antonio Response
09/22/2022
We always honor our Principle Promise on repurchase of the vehicle. The client did not get the option on the car they wanted not by any nefarious intent. We simply unwound the deal as we would for any customer. We are one the top 5 *** CPO dealers in the nation because we do business the right way. It is unfortunate that were not satisfied but as we would do for any customer we simply unwound the deal.Review from Maverick R
1 star04/27/2022
One to many visits, when you asked to have everything fixed, new things that involve the same area shouldnt come up with the answer that they didnt touch that. When that portion wasnt an issue beforehand.BMW of San Antonio Response
09/22/2022
I do not have enough information to respond as I can not verify the customers information? As a dealer in accordance with *** guidelines we can only repair warranty items specified by the customer unless there is a manufacturer recall.Review from Gabrielle T
1 star03/17/2022
Sooo... With great sadness, I will not be getting the vehicle I built. X3 30i. The build began November 6th, it was delivered on December 23, 2021.The dealership didn't want to do the leg work to get the title for our trade-in (2018 Land Rover Discovery with ****** miles) transferred over. Our vehicle was not titled in *****, but it's registered in *****.All the dealership (*****************) had to do was call our bank, and they would provide a letter of guarantee of title.DMV and 2 other *** dealerships stated that the dealership can take care of it and it is not difficult for them to do.This dealership gave us a checklist of things we need to do on the day of delivery, but failed to inform us about it on November 6th when they originally ran the registration and title report.We are a retired military family and we bought our Land Rover in ******.Upset is not even the word to describe what I was feeling and still feel.So we called a different *** dealership, and they were flabbergasted by what occurred, and wanted to rectify our HORRIBLE and MENTALLY DRAINING experience we had with the San Antonio ***.Will not recommend the San Antonio *** dealership to anyone especially military service members.This dealership has lazy and incompetent management.HIGHLY DO NOT RECOMMEND THIS DEALERSHIP.BMW of San Antonio Response
03/17/2022
As a dealer we failed to communicate timely and correctly on this and do apologize to ***************. However as *************** stated the issue was that the vehicle was registered and not titled in *****. We would have been more than happy to do the leg work but *************** did not want to pay ***** sales tax on the tilting of the car in ***** or forgo the tax credit on the trade. While I understand her frustration we were only following ***** guidelines and are required to collect taxes to title the car. We have learned this through past oversights and have had cars that we could not sell without title and it creates bad situations including buying back cars that went through the system too fast. We would of loved nothing more to sell *************** a new X3 but we do have to follow the *** guidelines.Review from Lily D
1 star02/05/2022
I am very disappointed with BMW of San Antonio collision center. I chose this place thinking that they would do the best job with repairing a very minor damage to my rear bumper of my X6. After 2 weeks, i was told the car was completed. Upon arriving to pick up my car I noticed that the driver-side door had dent at the bottom corner. I was told that it was probably caused while the car was in the shop. They assured me that they will fix the dent. After a few weeks I was told the car was completed and ready for pickup. Upon arriving to pick up the car the second time I noticed small stretches and paint chips all around the side where the door repair was worked on I was furious at this point. ****** the collision center manager assured me that they would take care of the scratches and paint chips he said it would be completed within a day. Eight days later I was told once again my car was completed and ready for pick up. To my disappointment once again after inspecting the car with a special light I noticed the bottom half of the door was dull and looked cloudy and discolored I was told that they forgot to buff the compound out and that they can send a guy out to the house with a buffer. This has been a nightmare. I brought my *** X6 in to repair a minor scratch on the bumper and ended up with damages and repairs to the left side doors.. This is the worst collision center i have ever worked with . they are unorganized and unprofessional with bad workmanship.Review from Jennifer V
1 star11/17/2021
I cant express how disappointing my experience with ****************** in San Antonio has been. From the small instances of a dirty loaner and my unvacuumed vehicle to bad workmanship and no ownership, this whole experience has me asking, "why am I being taken advantage of here when *** can easily do the right thing?" I had high hopes that I was bringing my vehicle to the best. Once a mistake was made, I had an expectation that the right thing would be done. It wasnt. After my turbo was removed and reinstalled for a faulty fuel line, my turbo failed on the highway immediately after I picked it up from service causing my vehicle to stall on the highway during traffic hour. In a panic, I called my service advisor and brought the vehicle right back to service expecting that *** would fix the mistake made during uninstall and reinstall. I am not naive to the fact that removing and reinstalling a turbo is a detailed job and specialty. It is the reason I decided to have my vehicle repaired at *** and not by another European auto service center. As I drove my vehicle back to ***, I asked the service advisor if the vehicle was test-driven because anyone would have experienced the whining noise, resistance, and stall out if it had been. He assured me it was. *** took my vehicle back into service and I expected they would correct the mistake that caused my vehicle to stall. Once *** called me to explain the turbo had gone out they then explained they would need to charge me for a new turbo + labor. I asked to meet with a manager. I set an appointment with a manager, ******* Ballerga, for 3:30 on 11/15/21. I showed up for my appointment 8 minutes early and not one person knew why I was there and the manager was nowhere to be found. Disrespect to the fullest. I was also told my service advisor wasnt working that day, so he wasnt around to help paint a picture of the situation to whoever would have to deal with me. A different manager, Mo, was sent out to speak with me. He didnt know about the situation, hadnt watched the two diagnostic videos, and did his best to catch up on the situation with the technician and service *******. Mo was adamant after speaking to them that no mistake was made on ***s part and I could pay an additional $1000 to the $1700 I had already paid for the first repair OR leave with a busted turbo and inoperable vehicle. I dont understand how it is okay to negotiate with me on a mistake that was so obviously made in-house. He continued to suggest the turbo failing was an unlikely coincidence. To top it off, he again guaranteed the vehicle was test-driven before it was released to me. I continue to ask about this test drive because I know if it was test-driven, this vehicle wouldnt have been released to me. If a turbo is removed and reinstalled, a test drive should happen to make sure everything was installed correctly and there are no negative after-effects or supplemental damage. My vehicle had never made that noise or given me the resistance it did when I picked it up from the service center. I asked for the mileage stamps and saw there was about a 5 miles difference from when I initially dropped it off to the second time I dropped it off. Between a rock and a hard place, after a lot of back and forth, it was clear the managers were content in not doing the right thing and were not taking any type of ownership. I agreed to the additional $1000 because I need my car. Once I got home I mapped my route from the time I picked up my vehicle after the initial repair, had the turbo bust on the highway, and turned right around back to the service center. It came out to just around 5 and a half miles. I now know I was lied to about the test drive which ultimately put me in an extremely dangerous situation. This leads me to further believe I was lied to about a mistake likely made when the turbo was removed from and reinstalled to my vehicle. Mistakes happen, do the right thing and own up. I should not be paying for damage that was likely caused by a human error during a different repair. All I was looking for was for *** to do the right thing and correct the mistake at no charge to me. I will not make my next purchase at this dealership and will encourage others through reviews and testimony to make the drive to ****** or Houston for their *** unless someone is willing to make this right. At this point, Ive experienced a culture of disrespect, cover-up, and dishonesty that cannot be trusted at this location. I have attempted to get the Service Directors contact information along with the owners email address. No one will release them to me. Not the front desk nor my service advisor, who I have now asked twice. This review, along with the next, could have easily been avoided if there was transparency in the organization and respect for the stress this ordeal has caused me.
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