Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Friends, i have a 2025 *** X5e. The plug in hybrid continues to have issues fully charging. similar problem in *********, they immediately took it in, gave me a loaner and sent me on my way for a ******** in *** Antonio, where I live the principal dealership representatives failed to give my wife a loaner car to get home. They gave her an **** back to our residence. So even though we got an appointment to bring the car in today, the representative who worked our case refused to give her a car.I have purchased high-end cars for the last 20 years. This is the first situation I have seen where the service is of such poor quality that I needed to call the dealership to ask for support. When I did so I talk to the individual named *******, who was supposed to provide customer service. He blamed my wife is the victim saying that it was her fault for not asking for a loaner when we made the appointment to drop off the car, he failed to recognize that the car did not charge on a Sunday and we made the appointment yesterday to bring it in on a Monday morning. He then failed to remedy the situation by telling us that we would get a loaner car tonight. he then failed to say if we would even get one tomorrow. He only suggested that he would attempt to get one tomorrow. He gave me no time nor any assurances any of that would happen.weve already told 15 of our family members. one of them works at the ****** dealership here and she was astounded as well that my wife did not get a loaner Car for what is obviously a warranty issue. The problem is the *** auto, not my wife or the fact that we didnt give advanced notice to needing service.he then said his boss was unavailable and refused to give me his phone number. i then at least got an email ********** waiting now. as i do i will tell hundreds of my ******************* to purchase elsewhere.not only is the *** car a lemon, the service at Principle is deplorable.Major General ****** **** ***** (***, ***)

  Business Response

  Date: 04/15/2025

  We apologize for the misunderstanding on the appointment process. Our appointment system has a place for a loaner request to be marked. Should be an easy request going forward now that the customer knows to avoid any issue with a loan car in the future. The appointment notes made by the guest stated they would need a ride home which we performed with an ***** ****** explained this at time of drop off and said as soon as we got a loan car available we would call which he did at 8:21 this morning. We service 140 cars a day and are very good at making sure those with appointments requested get a loaner within their appointment time. If we give loaners to those with out appointments at our size it creates a pretty bad customer experience. We are the largest luxury dealership in *** Antonio and are very proud of our ability to have a great process that keeps us ranked in the top 10% of all *** service dealers. I will visit with the team on making the loaner button more noticeable or changing the language to where a first time guest can see it more clearly. I know the team is working on getting them a loan car and having the X5 looked at and diagnosed to find the charging issue. 

• Initial Complaint

  Date:04/03/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my car from the dealership on 01/4/25. Since then I still have not received vehicle registration and plates. I have been getting the run around. The latest update I have received is that when they bought the car they didnt get all the proper documents from the previous owner. So the title transfer process is failing. The previous owner is has not given the documents to the dealership. Essentially the dealership sold me a car they didnt have the right to sell due to not having the proper title documents.

  Business Response

  Date: 04/08/2025

  Customer has been contacted and issue has been addressed. **** ****** is working with customer to resolve

   

  Thanks

  ****

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/11/2025 I purchased a used "as is" 2019 **** Q7 from Principle BMW of San Antonio with ****** miles. I have driven the vehicle less than ***** miles. This past Sunday, 2/23/2025 I hadn't yet driven a half mile from my home when the engine began making a loud internal knocking noise. I returned home immediately and a tow truck delivered the vehicle for inspection to a local mechanic. The diagnosis is that a new engine is needed after finding pieces of metal in our oil. I have a financed vehicle that I must either surrender the vehicle to my creditor or take out an additional loan to spend thousands of dollars to fix. I feel as a consumer of such a large purchase the business should make it right. I am currently waiting the estimate of the repairs.

  Business Response

  Date: 03/19/2025

  The vehicle was sold as a Value Direct (Attached is the as-is agreement) - they took delivery on 1/11. They reached out to ***** the salesperson 1/13 stating there was a check engine light on. Though we typically don't do this, we offered to have the issue diagnosed and asked for them to bring the car in. They reached out to ***** the following day and stated the check engine light was due to a loose oil cap and tightening it properly had cleared the fault. They said they no longer needed to bring the vehicle in. 
  
  
  Almost two months later, Mr. ******* came in requesting we cover or help with the 7-8k estimate given by their mechanic to put a new engine in the vehicle. We suggested the diagnosis did not make sense as recommending a new engine is drastic and would cost well more than 7-8k. Also note that the service contract they purchased through their credit union denied this claim. We asked them to take it to an **** dealership to get it properly diagnosed and we would further consider how we can be of help with what a certified **** tech recommends. They stated they were told **** no longer makes this engine (don't think this is true we have to provide parts for 10 yrs?) and left unhappy about what we offered. 

  We feel like we have tried to help but without being involved in the inspection or understanding why the warranty denied the claim we are at our end point. Its an unfortunate situation and we absolutely are sympathetic to that.
  
  

  
  

• Initial Complaint

  Date:09/16/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I purchased a used *** from this dealership and 2 weeks later the brake sensor light comes on. My wife gets a notification from the app that her vehicle needs front brakes. She struggled trying to get a hold of our salesman and we literally had to run into him outside of work to be able to get instructions on what to do. He told us to bring it in on Friday. My wife drops off the car to the dealer and she gets a call from service that she definitely needs to replace the front pads, rotors, and sensors. They said that it needs to go through the used car **** since we just bought it. We struggle getting an answer same day and are told that the approving manager wouldnt be in until the next day. Saturday we get a call at noon to say that the manager is in and will look at our car. We hear nothing so we drive across town to pop in and we wait around for about 20 min before the manager talks to us, only to say that they will pay 50% of the service. He explains that the sensor for the brake pad is on the inside pad and that during inspections, they only check the outside pad per *** certified pre-owned inspection procedures. As an ex mechanic, I know that the inner pad always wears down the fastest. I believe the dealer should have covered this and if this is true about their inspection procedures, it needs to change also.

  Business Response

  Date: 09/26/2024

   I apologize for this misunderstanding. We had a new salesperson and a new service person miscommunicate. The car was properly inspected and passed per ***'s CPO guidelines. However any time we have an issue within 30 days or ***** miles of delivery on an existing issue (known or not) we as a dealership should have taken care of the entire repair. Our used car director has reached out to the customer and issued a refund as should have been done from the beginning. Again we apologize for the misunderstanding and hope to serve the guest in service for years to come.

• Initial Complaint

  Date:09/12/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dealership did not honor pre-negotiated pricing ($51,657.62)with the TrueCar online partnership from 10AUG2024; they tried to charge over $2k more. After much haggling, the lowest price ($51,948.20) the sale ,which was still $290.58 higher than the pre-negotiated price. Also the advertised Principle-Certified preowned car that I bought was delivered to me on 22AUG2024 with the same issues (dashboard trim defect and steering wheel alignment issues) that were promised to be fixed before delivery. Sadly, the sales advisor *********************, admitted to experiencing the wheel alignment issues during his drive to deliver the vehicle to me after I brought it to his attention. I am still awaiting resolution and have been disregarded by the Tevin and the dealership management team. ***** promised to send me wheel alignment service documentation along with local places to get it fixed since the work is supposed to be guaranteed. Its been almost a month with this situation. I ended up taking the vehicle to the ***** dealership on 10SEP2024 to have all the issues addressed. ***** ended up charging me $306.75 to correct the wheel alignment. I am requesting reimbursement of $597.33 to cover the repair fees imposed on me as well as the overage of fees charged for the vehicle purchase price that was falsely advertised.

  Business Response

  Date: 09/12/2024

  Customer has talked to ********************* GSM and has been handled to customers satisfaction.

  Customer Answer

  Date: 09/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:08/26/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for a car on Car Gurus. I received a prequalified notification. I searched the site and found a car that I wanted. It was with ************* in San Antonio. I am then notified by ************* that they dont use those prequalifications and that I have to submit another credit application. As we all know multiple credit applications is not good for ones credit. Principle knows they cant use whats done by Car Gurus but still advertise so that they can fraudulently solicit leads for customers. And talking with **** at Principle they know this and do it anyway.

  Business Response

  Date: 08/26/2024

  I think there is some misunderstanding on the pre-approval from Car Gurus? We ask for a credit app on our system to give the customer the best chance to be approved on the right terms. Pre-approval is not an approval and can very greatly due to term, down payment and etc. The lead sent to us gives us permission to pull ************** we just always ask for a full app to better assist the guest.

  If you will look at the attachment it clearly states we have permission to pull his credit. It also says there is not a lender that has approved it yet.

  Thanks

• Initial Complaint

  Date:06/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February 2024, I purchased a new X3. We informed the sales staff we didn't want window tint since I was planning on putting the tint on myself (Xpel Ceramic on all windows - including the windshield). Window tint was installed 2 days later, and in May we started having hot weather in **. The first day of hot weather, the windshield developed a "frosted" blemish on the outside of the window (lower passenger side corner). I immediately contacted the dealership, and took it to them about 2 days later. Our salesman took the vehicle to service for about ***** minute, and upon his return, the blemish was lightened, but not gone. He informed me to drop the car off a few days later, and they would address *** about the issue. After a few days, the dealership finally agreed to replace the windshield, until the found out I installed the Xpel tint, and wanted the same tint replaced (initial cost was $250 for the windshield). After agreeing to replace the windshield, but backing out because of the tint, they informed me the blemish was caused by outside influence and not a manufacturing defect. All I wanted was the windshield to be replaced, and the tint reinstalled. But, I wish I would have logged into BBB prior to doing business with them, and seeing their 1 star rating. It's sad, and multi million (maybe billion) dollar corporation (*** itself) won't replace a windshield and tint.

  Business Response

  Date: 06/24/2024

  I have reviewed all of the communication with the guest and my team and the facts are as stated as far as the issue with the glass? The damage was caused by outside influence probably from the tint installer using some kind of device to get the tint to adhere. We use the same ceramic tint and if we had installed it we would absolutely take responsibility for anything we caused. We have had our tinter accidently damage items and would obviously fix them. Our team looked at it and while we always want to help the customer *** warranty does not cover outside damage. 

  While I totally understand the of having an issue with a brand new car and feeling frustrated however the issue was caused by the tint company not us. It appears there was heat applied to the exterior of the glass from my teams inspection.  

  After reading the comments I do think my team could have done a better job of explaining and empathizing with the situation. I will take this as a coaching ****** to my team and try and improve our communication skills.

  We always strive to take great care of our guests and actually rank in the top 10% of all dealers in customer satisfaction with ***. We service 135 cars a day and while not perfect we are always striving to get better. Unfortunately our BBB only shows 5 bad surveys of which all customers were addressed as they should have been. 

   

  Customer Answer

  Date: 06/26/2024

  Complaint: 21848505
  
  I am rejecting this response because:
  

  This is the same excuse they gave me in the dealership.  I have reached out to the window tint installer, and also in contact with the manufacturer of the glass (********** and Sekurit).  I believe BBB must close this issue, but if I find other relevant information, I will upload here if allowed.  I still firmly believe it's a flaw with the glass that was not caused by installing window tint on the inside (the blemish is on the outside).  And for the record, I don't have anything against the dealership.  Our salesman was a pleasure to deal with, it's the fact that there's a problem with the vehicle, and *** won't stand behind their product.  If for some reason it turns out to be the fault of someone else, I will post that here too.  Hopefully more to come. 

  Regards,
  
  *************************

• Initial Complaint

  Date:02/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my car to *** Antonio *** for oil change but than after more than 2 and half hour the service advisor came to me and said they had broken the old oil filter out during try to take out to replacement and blamed that its was aftermarket and asked me to pay in full to replace the housing, with argument back and for they said only help me part of the cost. I said when you doing that you should notify to instead brocked meaning you have to respond or give me the car back where it was originally or give me a car to used until the situation solved because they said they said that no general manager around.

  Business Response

  Date: 02/21/2024

  Mr, **** bought a used vehicle from Range Rover of ******. The car came in for an oil change with an aftermarket oil filter that came apart when we tried to remove it. The filter came apart due to shoddy manufacturing of an inferior oil filter. ***** repair suggestion is to replace the oil filter housing. ******* has explained all of the to the guest in great detail several times. We as a dealership have done nothing wrong this is common when using non OEM repairs. The quote was $2800 and my service manager has offered to do the repair for $1660 which is more than fair in this situation. Through this process I understand **************** frustration but it should be directed at the dealership he purchased the vehicle from. Being belligerent and using inappropriate language with ******* my service manager who is trying to help him. ******* even called the selling dealer on MR. ***** behalf attempting to get them to cover their inferior repair. If we had caused any damage we would absolutely take care of it its who we are as a dealership. At this time I need to have the repair authorized or have ************ return my courtesy loaner and arrange to have his car towed to another repair shop. 

   

  Thanks

  ***************************** GM

  Customer Answer

  Date: 02/21/2024

  Complaint: 21308734
  
  I am rejecting this response because:
  Originally they are not handled properly and make me paying full then after that asked me to $1600 which is not my fault ( that included partial of oil change which my contract signed) never said if they were after market or not or even notified to me during work touching or break it) my car brought in drivable, even the part only $600 but make me to respond the whole thing, to me is not fair. Now Im asking all is give back my car as is as originally, thanks 
  Regards,
  
  *****************

  Business Response

  Date: 02/21/2024

  Again this issue was caused by an after market part that broke apart upon removal, we did nothing wrong. We have no liability this is an issue that needs to be addressed with the selling dealer for re-compensation. I am sympathetic to your situation and if we were the selling dealer we would absolutely take responsibility we always do. Unfortunately I cannot put the car back together with a broken part it needs to be properly repaired to drive or can be towed out with the return of our loaner.

  Again I am sympathetic to your situation but we need to get an answer in what to do?

   

  Thanks

  *****************************

  Customer Answer

  Date: 02/21/2024

  Complaint: 21308734
  
  I am rejecting this response because:
  Give back to me my car as is drivable when I came before service 
  Regards,
  
  *****************

  Customer Answer

  Date: 02/22/2024

  Complaint: 21308734
  
  I am rejecting this response because:

  Give back to me my car as is drivable when I came before service 
  
  Regards,
  
  *****************

  Business Response

  Date: 02/22/2024

  Again as I stated this is a terrible situation and we are sympathetic to Mr. ***** situation. However the car came in with an after market part that was installed by the purchasing dealer. No matter who would have attempted to change the oil the out come would be due to inferior repair and parts. The liability for the car at this point is on the owner or the dealership he purchased it from. We cannot financially be responsible for improper repairs that fail by other dealerships. We will honor the significant discount to cover the parts and labor of a proper repair which is a fair resolution. If *********** can get the previous dealer agree to pay we are fine with that as well.

  Sincerely

  *****************************

  Customer Answer

  Date: 02/22/2024

  Complaint: 21308734
  
  I am rejecting this response because:I did told thousand times and that car was traded in to other dealer from previous owner  bought from *** and I  am the second owner, also I had talked to other dealer  they was throw you out when you mentioned abo aftermarket part , again doesnt matter aftermarket or what your job will go to throw away and replace newer one correct? Partial of oil change. Somehow you guy damaged, cracked and asked me to replace the housing and pay for that ( not in contract) again the par only 600 dollars? Why should I respond **** dollars? Make sense?
  
  Regards,
  
  *****************

• Initial Complaint

  Date:02/05/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan/20/2024, Sat, I went to *** San Antonio and bought a 2021 *** X1 with cash ($27,835.32) from their sales person ********************* and **** (sorry don't have ****'s last name). Before I bought the X1, I asked them to show me the car's CarFax report, which they showed me - The report says there was no collision before, although it did show there was a minor painting work on the front bumper of the car before. They told me it was not a collision or structural damage. On 1/24/2024 Wed, the car completely stopped moving while my wife was driving it on *************************** in **********, ** *****, which is 0.7 mile away from our house. My wife turned on the emergency light. Another driver passing by my wife noticed that and stopped. The driver was a lady. She asked my wife whether something is wrong. My wife told her the car simply stopped moving. The lady noticed the ********** Fire Engine # 8 was right by the spot. She went to the fire station and asked for help. Two ********** fire fighters came out. They immediately noticed something is wrong with the two front wheels of the X1, because they're not in parallel position. One fire fighter manually turned the front left wheel to the left side, making it parallel to the front right wheel. After that, they pushed the X1 off the busy Red *************** and onto *******************. That evening *** ****** got a tow truck and towed the X1 car to *** ******. On 1/31/2024 Wed, we received a video and some text messages from *** of ****** - Video shows the wheel of the *** X1 is disconnected from the chassis. It's obvious the car had some kind of collision before and *** San Antonio didn't disclose it to us prior to purchase. Both my wife I have called & emailed *** San Antonio multiple times since, but they've completely ignored us and stopped responding to us They never returned our phone calls, and theyre not replying back to our emails.I'd file a formal complaint against BMW of San Antonio.Thank you!

  Business Response

  Date: 03/04/2024

  The car is in our possession and used car director is working with customer?

  There was a delay in getting the car for us to inspect. We are working towards a resolution to satisfy ************.

   

• Initial Complaint

  Date:01/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used 2018 *** 340i from BMW of San Antonio in San Antonio, ** on 10/31/2022. They had just changed the oil before selling the car. When I went to have first oil change service performed, (April of 2023, I have records but they are in the car and the car is in the shop) found that the drain plug had been cross-threaded into the oil pan by the person who completed the previous oil change performed at the dealership. The local dealership, ************************************* worked with the dealership to repair the oil pain with a thread insert instead of replacing the oil pan since the dealership damaged it. I knew that the insert wouldn't hold and was irritated that BMW of San Antonio didn't replace it since they damaged it. On January 10, ****, I brought my car in for an oil change service at **************** and they damaged the repair they had performed previously. Now the repair that **************** performed is failing after they tried to perform an oil change and neither dealership will take responsibility for the failure. I have more documentation when I get to my car.

  Business Response

  Date: 02/13/2024

  We gladly helped ************ out over a year ago and approved to pay for the recommended repair at her local *** store. If they did not repair it correctly I do not think we should be responsible? 

   

  Thanks
  

  Nick **********
  General Manager
  Principle *** / MINI of San Antonio