Back in August I had my car in twice for repairs. Each time it was there for about 4 to 5 days and I was clearly told they would cover all charges. Well I got a charge for a $123 for a rental from Enterprise, and for the last 4 months I've been trying to get it taken care of. Now last week I get a new CC statement with another $160 charge from Enterprise, when I call to find out they tell me it was from August and it was the second time I rented the car and they've been waiting for Mini to pay them but they didn't so they decide to charge me. I've now called both Mini and Enterprise like 10 times in the last week trying to get this resolved and no one ever calls back. I'm almost about to call my CC company and dispute both charges. I'm not sure why it is so difficult for them to figure this out.

 

I had a very similar experience recently. Dropped off my brand new Mini at Sterling to have some aftermarket items installed (the drop off took an hour by itself). I was charged $100 for my "free" loaner by Enterprise (a Nissan Sentra with a flat tire, no less). While I received a credit eventually, it took about a week.

Has anyone had luck working with someone specific in the Service Department at Mini of Sterling?

 

Don't know if he's back yet, but I've had 100% perfect experience with Michael Creason, and the loaners have never been a issue either.

 

I had the same experience as Howard. My car was at Sterling for a month in August, I had an Enterprise car for a week that Michael Creason said they would pay for, then a loaner for 3 weeks. Come November there's a $200 bill from Enterprise on my credit card. I am disputing it thru my card company and have asked Sterling about it 3 times with no response. No one wants to touch it I guess. Either way, I'm not paying it.

 

Michael Creason is one of the people who told me it would be covered. Also the fact that they had ordered the wrong parts and my car was in the shop longer then it should have been both times should not be my fault. If you can't order the right parts to begin with, don't charge the customer.

 

I feel your pain - Enterprise has been a less-than-stellar rental company for Sterling - there's been a number of problems in the past... I even got an unexpected charge on my card that was intended for someone else's card... and it took months to fix (since there was no associated paperwork under my name).

My advice - start by contacting Kaitlin in accounting at MoS and explain your story (just call them at their main number: 571-434-1944 and ask for her). She will help you as best as she can, but she will also likely put you in touch with Ashley at Enterprise. You can reach Ashley via Enterprise's own number, which is 571-414-3117.

Those are the two people who I worked with to get my improper charge fixed (eventually). Start there and good luck.

 

Sorry to hear about your issues. I have not had any issues with either Mini of Sterling or their Enterprise Loaner. I would expect that since they share it with the BMW side to get nothing but the best service and I've always gotten it.

I can't say that I've always gotten the best cars... but that the mini snob in me... Tate actually loaned me a mini when mine was in getting a nosejob.

 

Interesting... I took my car in for some warranty work and its 12k visit. When I made my appt. I specifically stated I would need a loaner car. They told me my service advisor would take care of that for me.

So, I drive 75 miles one way for my appointment and I'm told they don't have any loaner cars. They said I could rent a car from Enterprise, but that they would only cover one day, but the rest would be up to me. I mentioned again that I had made an appointment 3 weeks ago and had driven quite a distance to come here, that this wasn't acceptable and why wouldn't they cover my rental since this wasn't my mistake? I was told basically, "We don't do that. Sorry." I was given two options: suck it up for the rental car, or come back another time and they would "do their best" to see that I got into a loaner. Uh, gee, thanks.

I chose to come back the following week, but I called ahead of time to make sure they had a loaner for me. Turns out it was a good thing I didn't "suck it up" for the rental car as MoS had my car for nearly 3 weeks due to a part being on back order. And they could not resolve one of my problems (a rear end clunk every time you brake to a stop). They told me, "It will take time to track it down and figure out what it is. Why don't you just bring it back some other time?" In other words, you don't want to deal with my problem and want to get rid of me and my car.

Needless to say, when they called me asking me to rate my experience, they didn't get the most glowing marks. My service advisor called me nearly in tears wanting to know why she didn't get a 5? Because anything less than a 5 was a failing mark!

She didn't have much to say once I mentioned having to make an additional 150 mile round trip because they wouldn't cover a rental, and the fact I was basically told they didn't want to waste their time tracking down a noise and to come back some other time, and to explain to me how either of these would be deserving of a 5???? I thought not....

 

So i have a question- has anyone had trouble actually making an appointment?
im having some swierd vibration stuff going on and i need to get Minnie checked on, but ive been trying to schedule an appointment for around 3 weeks now.
i didnt expect anything during the holidays, but for the last two weeks ive been calling over there trying to make an appointment but i get the message machine... ive tried multiple times to get someone to talk to but i just end up leaving my number everytime... i have yet to get a call back after filling out the online form (in December) and leaving about 5 messages including 2 hand written by the operator (who is very nice and apologetic).
has anyone else had issues with this or do you guys know something i dont?
now that im scared off from tate :impatient , sterling is the closest to where i work... maybe i should just take her up to towson...
im so saddened by this....

 

I made an appointment for the week before Christmas and I got an email a couple minutes after hanging up, confirming my appointment.

I also got a reminder email the day before and stuff, was quite nice.

Here's the new service appointment scheduler. Maybe you'll have better luck with it?

 

I had my car in to deprogram the airbag system since I swapped to Recaro's. Charged me $125 for the privilege. Had to wait 30 minutes for a rental...got a Chevy HHR that had never been cleaned inside since it was put into service. Dried snot on the steering wheel, stains all over the inside. Returned it two days later when my car was ready and a $7 charge showed up on my CC, this after I let my SA know about the condition of the car and that MoS shouldn't be paying Enterprise for it given it's state. Turns out, that was for 1/8 of a tank of gas....I went 11 miles home and 11miles back and the needle didn't move.

Got it refunded, but it took multiple calls and emails. In the end, nobody from MoS or Enterprise returned my calls. It only got resolved when Fred Sweets went above and beyond on my behalf.

My airbag light came back on last week. Decided to do a standby appt instead of dealing with a loaner. Waited for it yesterday....took an hour+ but at least they washed my car (nice, since we can't do it in Loudoun still due to conservation issues). Airbag light back on today. The SA said they were doing me a favor yesterday by resetting it. Umm, I paid $125 for it to be deprogrammed. Looks like I'll have another fun time on my hands....might be worth getting a reset tool off ebay.

 

i thought thats what we did, but i think we did the old online way... i just filled it out... that was easy! i hope it works now-
thanks for the helps! : )

 

Same thing happened to me with the old form. After not getting a confirmation email or phone call, I ended up calling in.

I think they switched over to the new one last month.

 

I've seen some evidence of improvement at least with their new appointment system. Catherine in Service has been helpful and I can imagine her job is pretty challenging dealing with generally unreliable and problem prone MINI's. Who knows....maybe she just likes cute guys who aren't overweight and treat her nice.

 

things are looking up now- i have an appointment with that new form and i even got a call back - but now i feel bad cause when they called my phone was dead and it went to voicemail... i dont want them to think i was doing it on purpose... my phone really died : (
i think they need to say something about making an appointment online in the voicemail message, cause i didnt know about it until ravana said something, cause i didnt go to the website... it would be helpful if that were on the message.

 

Finally after 10+ calls to Enterprise (I'm sure Dwayne never wants to hear from me again) , then 4 more calls to Mini. I finally talked to Accounts Payable and they just sent me a check for both rental charges I got. So I'm happy now, but still pretty annoyed I had to go through all this to get my money back.