★★★★★
I am extremely disappointed and frustrated with the experience my girlfriend had today, 2/27/2026, regarding the valet service appointment she scheduled. What was advertised as a convenience turned into a complete and unacceptable inconvenience.
The vehicle was picked up from her at 12:00 PM. She clearly and explicitly informed your staff that she needed the car returned no later than 4:00 PM in order to pick up her child from school. Despite this very clear communication, as 4:00 PM approached, her vehicle had not been returned.
When she called for an update, she was repeatedly given the runaround. After finally speaking to someone, she was shockingly told that the vehicle was not even there — which was completely untrue, since your team had physically picked it up earlier that day. Only after further “research” was it apparently discovered that the vehicle had never been properly checked in and had not even been serviced until nearly two hours after it arrived.
From a consumer standpoint, this is absolutely unacceptable. Not only was there a clear failure in process and communication, but at no point did anyone have the decency to apologize for the mistake. An oil change should never take five hours, especially when vehicles that arrived after hers were completed ahead of schedule.
Your dealership did not just inconvenience her — your lack of proper operating procedures could have left a 14-year-old child stranded at school. That is inexcusable.
Your company mission statement at Sames Auto Group reads as follows:
“Our Mission
At Sames Auto Group, our mission has always been clear: to provide world-class products and services that exceed customer expectations. Whether you are purchasing a new car, exploring pre-owned options, or relying on us for service and maintenance, your satisfaction is our top priority.”
From my girlfriend’s experience today, how can this possibly be true?
There was nothing “world-class” about this service. There was no effort made to exceed expectations. In fact, even basic communication and accountability were lacking. If customer satisfaction is truly a top priority, then today’s events reflect a serious failure to uphold that standard.
Then as my girlfriend is driving too me a whole bunch of plugs fall down, just totally unacceptable.
This level of service is completely unacceptable, and this situation needs to be made right immediately.
★★★★★
Great! Awesome service! I broke down in hunting camp 10 miles out of Laredo at 4:00 on a Friday. Towed my F150 to Sames Friday night, thinking I was going to be without my truck for hunting all weekend and going to Uber to San Antonio Monday morning. Mr. Luis Salas called at 1:00 Saturday and said 'come and get it'! Thanks to Sames and Luis, I was back to hunting by 4:00.