A warning, my MA in the above post was very nice and returned emails quickly, but gave me drastically incorrect info a few times. He may have been new then. Do not take ANY info you're given as correct. (Re: config of car and what features are/are not part of models or packages. Research everything yourself...

Good Luck,
The car is definately worth it!

 

At the risk of swamping him even more, the key to sales service -- now and certainly in the future -- is sales manager Mike Arata. I, too, am awaiting my Cooper (SX220 package) and literally counting the hours for delivery. Mike (and Christal, too, behind the scenes and in a note to me) has been absolutely critical in cleaning up messes and keeping things on track. After waiting for nine weeks, I'm as frustrated as the next buyer, but at least now I feel as though progress is being made and that my car has a chance of being configured correctly. Obviously, the actual delivery of the car will be the most important test, but with Mike's help I now have reason to hope for the best. Still, the advice from previous poster mmatarella is right on target -- do the research yourself. I would only add that you have to keep on top of what's happening. Fortunately, the MiniUSA Web site helps in that regard -- I was able to catch the original entry that had my car scheduled to be painted the wrong color, in time to get it changed. Now, I can hardly wait to enjoy driving the car.

 

I also have to say I really enjoyed working with Mike Arata. I had no idea he was the sales manager when I first met him. Technically, Jeff was my MA. Jeff was fairly good, I wasn't too impressed with his knowledge about the MINI and it's a good thing he wasn't actually trying to sell me the car since he was so laid back.

I ran into issues two Fridays in a row (Jeff's day off) and Mike assisted me. His knowledge, helpfulness and outgoing personality really made me feel much better about the entire process. And when I went in to pick up my MINI, Jeff was going to send me away to come back two days later. Mike overheard him and made sure I received my MINI that day. Mike seems to be completely about customer service and assisting us in any way possible. Jeff - not so much so. While I was waiting for my MINI I overheard Jeff lying to two people about the status of their MINIs... that bothered me a good deal.

So - work with Mike directly if you can. If you can't, don't hesitate to realize that even though he has a desk like the other MAs, he is actually the manager and utilize him if you feel like you are not receiving the service you could be, or if you just want some additional information.

Also - when I ordered my MINI, Jeff did give me a print out directly from his web interface for ordering the MINIs. This way I knew that I was really getting what I ordered. I had to ask him for a copy - I strongly suggest asking for copies of everything that you look over and sign when you order your MINI.

 

Anyone have an dealings with sales rep Robin Holder?

 

Seeing as how you have now challanged my integrity I feel it necessary to respond to your comments made.
First off I never lied to my clients about the status of their MINI's. I have no reason to lie. I tell them as I told you that once your MINI arrives it will take the service department AT LEAST 2 days to PDI your car. (i.e. inspect,get brakes right, hook up electronics etc.) .. and that is exactly what I told you when you showed up unannounced in the middle of a Saturday and demanded your car( as I was in the middle of a delivery mind you). Your MINI was not the only one to arrive that day it arrived with about 30 others. So yes Mike did accomidate you and rearange the service departments schedule so you could have your MINI immediately!
As for my lack of knowledge on the MINI, you came by our dealership at least 10 times before your MINI showed up. Each and every time I spent at least 20 minutes explaining the mini to you.

 

First welcome to NAM, and DCMM forum here on NAM. Our forum is one of the must popular club forums here on NAM, we are number 3 in terms of posts and page views. That includes both current and potential MINI owners.

Hmmm... Sterling used to be able to process new cars for delivery in right around 5 hours when no dealer purchased items needed to be installed...

I know, because my first MINI came from Sterling in 2003. It rolled off the truck at 11 and was sitting in the delivery bay washed and ready by 5 that evening... And mine wasn't the only one that came in that day either...

 

Hi Jeff - I really don't want to taint the boards with he-said, she-said, but since I only wrote a quick post previously, let me at least explain my remarks regarding you.

(1) I stopped by on Friday on my way out of town because I saw the delivery truck with a MINI like mine on it. Mike Arata, your boss, was the one that informed me if I came by first thing Saturday morning, he would have it ready for me. He specifically told me he was booked in the afternoon, but if I came in first thing, he'd have it ready for me. Therefore, I never had the conversation with you regarding delivery pick up. Your manager made me a promise in your absence. You never had a pick-up conversation with me because you weren't in the office the day my MINI arrived. So I did not show up unannounced, I had an appointment with Mike, and I did not "demand" my MINI. You should speak to Mike if you do not like him making promises on your behalf.

(2) While I was very patiently waiting for my MINI I heard you lie to people on the phone that their MINIs didn't come in on Friday when I specifically saw them sitting in the lot (while I was waiting for mine, I cruised through all the newly arrived MINIs). While I know why you did this, I think your best response would have been "Your MINI is here, you are welcome to come down and look at it. The service department has you scheduled for Monday (or Tuesday) so let's arrange pick-up then". Instead of falsifying the status. But hey - I'm not in the car sales business.

(3) I did not come in to MINI of Sterling 10 times. I came in on my original visit - visit 1 - (on a weekday afternoon, might I add) with my printout ready. You kindly gave me a test vehicle that had no gas in it and we were afraid, after crossing the street, we wouldn't be able to get back. Regardless, I knew it was what I wanted and you took my printout and were very helpful showing me the different interior options. If it wasn't for you, I wouldn't have known what a nice addition the anthracite headliner made. However, you did give me incorrect information about the seats, so I now have seatcovers on to match my interior design. You also misinformed me that the sport seats had an adjustable lumbar support - something witch you informed after pickup was only for the leather option, not leatherette. On my second visit, I spoke to you briefly about cupholder options, I had a few printouts from other members on line and you showed me the holders in person. On my 3rd visit, I didn't speak to you at all because I was there to talk to Laura about financing. I came by on the 4th time because the automated system said my vehicle should have been there - you politely showed me your dealer system that said it was in limbo at the VDC. The 5th time I stopped by was because I saw my MINI on the truck when passing by - and that's when I talked to Mike and he told me to stop by Saturday morning to pick it up. Not sure how that adds up to "10" to you.

As you know, I have even recommended you to other potential MINI owners, one of which came to your dealership, to speak with you specifically on my recommendation, and has a 2006 MINI on order with you now. I enjoyed your very easy, laid-back attitude, both Jeremy and I had to admit it was our best car-buying experience ever. I appreciated the floor mats you gave me, and when customer service called, I gave you almost all "5"s (outstanding). Every time I was in the dealership I waited very patiently for you, never interrupted you, and generally felt like I must have been a very good customer. I am sorry and disapointed in you that you feel this way. I did not even say "Don't go to Jeff", I just said I enjoyed the customer service from Mike more. Mike seems to be more of a "people person" and that appeals to my purchasing style more than your laid-back attitude. Obviously, if you read this post, other people have enjoyed working with your sales style more.

A response to the email I sent you on Monday would also be appreciated.

--Susan Holmgren
cc: Mike Arata

 

Just to add another 2 cents.

A month ago I decided on the JCW brakes. The other dealers said they were backordered for months ... probably October. Called Herb and he had 3 in stock. Got them installed and had the service people look at the alignment I had trouble with (suspension installed elsewhere). They weren't sure what was wrong.

Just the other day I was back for more work to be done. In the interim, the shop foreman had discussed the suspension issues with the MINI regional rep and he was there, THAT day, because I had an appointment. They both went over the previous installation, found no fault, took a drive, then I went out with the foreman ... problem seems solved (answer ... suspension needed some miles on it to settle on the springs ... just driving back and forth to Sterling was more miles put on the car in a week). Toe-in was perfect.

I think they way to a great length to get the MINI Regional rep there on the day I had an appointment.

However, I did NOT get 10% off because of DCMM, they gave me 20% and on the parts, I got the roadfly price despite not having the parts shipped out of state. Can't complain about them at all (except it is hard to get ahold of people on the phone).

 

Howard, Speak on! Carry that torch! Just because you had a bad experience with the Sterling MINI dealership; doesn’t mean you need to be muzzled. On the contrary; the reason for these forums is to allow people to inform and give other people information. Unless we are now practicing the "current administrations policy" which tries to silence anyone that doesn’t agree with their agenda. So, thanks for your opinion. I wish I had come across your story "before" going to MINI of Sterling. If I had I would not have also endured the worst sales manager in the car business. Needless to say, I did not buy my car from them. Instead of boring you with my story, I will just say that TATE MINI is the best car dealership I have ever encountered and I have bought more than a few new cars in my time.

 

Hello All,

Since February 26, 2006, I have not been affiliated with BMW-MINI of Sterling.

I appreciate all of the feedback that I received during my tenure Sterling as well as the lasting friendships accrued while I was there.

I am sorry that you have had difficulties but if it is a service related issue Mr. Chuck Joffe has returned to Sterling from MINI of Towson. I suggest that you take those issues to him.

As it relates to the sales side, Mike Arata is more than willing to help and come to a "fair" conclusion.

I will add this... sometimes as consumers, you don't realize that some of the different pesonalities, mindsets, attitudes etc., that people bring with them to the dealership weather purchasing or servicing. I have personally experienced this and have the aptitude of adjusting to the particular situations very well. Others have a more difficult time doing so. Please be mindful and try to put yourselves in the other person's shoes when approaching your advisors and remember that they are people too trying hard to earn a living!

Thank you all for the memories of launching the MINI in the US., the support for our Grand-AM Racing Team, The Italian Job, Breakfast At Sterling, Auto Cross at FedEx field, and all of the faces that made my job "easy!" I will miss you all, but you can find me at Roadblock Protective Sytems... I own it!

Sincerely,
Christal Rene'e Waddy
Executive Vice President
Roadblock Protective Systems Inc
703.421.1875
www.rpsus.com

 

I have decided to tell you my story since there seems to be an opinion that we as customers do not understand customer service. Having been in the customer service field for 20 yrs of my life, I think I understand that customer service reps are human and that they should also be treated with common respect. So, as the buying experience went......I ordered a MINI at the Sterling dealership. (took 3 visits before I could be helped on a person to person basis, FACT) Then waited 2 1/2 months for the car to arrive at the dealership. After the car had been at the dealership for a few days, I received a call saying the car was ready for pickup. I arrived at the dealership to find that this was not the car I ordered; Wrong rims, no stripes, different VIN. I informed the SA and was told that I must not have ordered those things. Really? As I remember it, the SA ordered it for me on his computer and gave me a print out that I still had with me. I was quickly told that those things could be added to the car later. What I wanted to know is what happened to the car I ordered that was shipped to the Sterling dealership? I was told this was the car. "Still" the VIN did not match. Also, they offered me a ridiculous price for my trade-in. (talk about sleazy used car dealer rep) But what made me walk out of the dealership was when the sales manager came to me and said, (Quote) " If you don’t want to buy the car, I am sure I will be able to sell it to someone else by the end of the day". Basically a threat.
Considering all that had happened up to this point and all that was wrong with this experience, I tried to keep my cool throughout the experience. After leaving the dealership I was really PO'ed. Coming from the customer service field, I was really blown away by the lack of professionalism that I received. While I felt my Sterling SA was a genuinely good person and was easy to work with, I found the service manager and his cohorts to be sleazy and arrogant. I was really ticked and simmered for two days on this awful experience. Then I finally went to TATE MINI and was pleasantly surprised to find that this dealership was on the opposite end of the spectrum when it came to the MINI experience. They didn’t lowball me on my trade in; they actually gave me what I was asking! Just like that, no haggling. They also took $1400 off the sticker price of the car I ended up buying. Wow........what’s next, a speedy purchasing process? You bet, I was in and out of the dealership within an hour and a half. That included the test drive. It was the best car buying experience I have had to date. Too bad Sterling receives so much business to their dealership that they don’t need to be fair and professional with the customer. As the Sterling sales manager said, "if you don’t want to buy the car I am sure I will be able to sell it to someone else by the end of the day".
I say good luck to the poor soul that has to deal with him. So there it is....not embellished......all too true and all too sad. So please, next time you think it is the customer that doesn’t understand the service industry, realize we also work in this field and find it deplorable when we are treated without any respect and decency. On another note, I hear good things about the Sterling service department. Too bad you have to schedule your car "months" in advance, even if your car stops working suddenly. (Oxymoron)

 

For the record... I can appreciate ANYONE who is in the customer service field of work. I was simply trying to help "others" who may not considers those who do work in the field.

While I can appreciate your frustration in "poor service," I am not the one to be directing this to because I have not been with the company since February 26,2006.

Good Luck!
The "Original Red Tail"
Christal

 

MoS is a great dealership if you consider not having any response to your repeated calls to make a service appointment! I cannot imagine how much more helpful the wonderful SA's could be there. They answered none of my questions, did not acknowledge my existence, and totally ignored my presence, what a great dealership.

I give it .

 

My service experience with Dave Rockwell has been great so far.

My only suggestion to anyone trying to get stuff scheduled at MoS is use email, I have found it to be a far better option than playing phone tag.

 

i had roadblock applied to my brand new g35 (purchased from infiniti of chantilly)--i'm very impressed thus far, the application looks damn near seamless, as if it was meant to be there. and it was done as promised, on time (actually early). a buddy of mine who just purchased a porsche cayman s had a 3m film applied to his by hbl in tysons, doesn't look nearly as good...just my $.02 about my experience with your company. well worth the investment, and i'd use you guys again. great product and service!

 

Wow, MoS actually told me that they "don't do trade-ins", so I had to go through the hassle of selling my previous car independantly (CarMax offering to only give me a pittance for it). Part of that problem, of course, was waiting to sell it until I was told by my SA (MA?) that my car was going to be ready... and then it wasn't, so I was left for well over a week without a vehicle. Chalk another one up to that jerk Jeff. I can't believe he is still there.

At any rate, I am thinking of trading my 2005 MC for a 2006 MCS. I really want a Nav unit, and thought I might as well upgrade to an S, too. I did stop by MINI of Sterling, only because I live so close. I was surprised to see Jeff there, I'm not sure if he remembered me or not, but he was working with another customer so luckily I didn't have to deal with him.

Tony Moorehead spent a few mintues with me going over my printout... but didn't have a MINI with a nav unit to test drive. Anybody work with Tony before?

 

Tony Moorehead is the son of the dealership owner. Friendly guy, tries to help. He used to be an MA (he was actually my MA when I ordered my MINI), then he became the "QA" guy of the whole dealership (BMW & MINI), helping to resolve customer concerns & complaints on a personal basis. Now he's the manager of the MINI side.

As far as the Nav goes, they will generally only order one if a customer requests it, so getting an on-site demo is tough. My MINI has the Nav though, so I'll be very happy to give you a demo myself. Ironically, my MINI is there at MoS right now, but I hope to pick it up soon. Maybe today, maybe tomorrow, maybe early next week... I'm waiting to hear back some info from them... they had to ask MINIUSA about removal of the start button (apparently it's more difficult to remove than first thought).

As soon as I get it back, we can try to meet up.

As for Jeff... I've never worked with him, although I've always thought he seemed friendly when I talked to him. I do suggest you tone down the personal attacks on him though, it's not healthy. You can still make a point about his professionalism (or lack thereof) as you see it, without calling him names!

 

Dear BMW of Sterling lovers,
Let me first start by saying I LOVE MY Mini and I miss it when I am not driving it, and I wish I could have one in every color. It is the most wonderful car I've ever driven.
I had the most horrible experience at BMW of Sterling. And just like Howard said, unless they come beg for forgineness, I will never consider stepping foot in that building. I considered cancelling my order but I wanted to so bad, I decided it was worth going to that hell hole. I bought a fully loaded JCW car (over $30K) from them and was insulted and treated like crap everytime I walked through the door.
Everyone I have met there is rude, sleazy, [FONT=Arial]incompetent, [/FONT]and a complete liar. The finance person lied to me and charged me for 2 things I didn't agree to, and when I tried to complain to the customer service manager about the bad experience I was having, he told me "aww it's not that bad and that my sales person wasn't bad because they knew how to smile" and basically laughed in my face! This is a BMW dealership, and my family has owned many BMWs before, and I have been treated better by Ford Salesmen!

I also took my Mini there to get detailed and some ******* manager came outside and told me that if I didn't have the BMW of Sterling frame around my license plate that they would treat me badly when I brought it for servicing and put my car at the end of the line, because he said "that's all they look at when they service the cars." I was just standing there getting my car and he felt the need to sleaze on me. I almost slapped him and I left. Also, someone else who worked there hit on me when I was waiting on my car.
I will be taking my Mini to MD, over and hour away, to get it serviced, etc. Too bad because BMW of Sterling is less than 5 minutes from my house. I guess I just hate them that bad.

I could go on and on...this was NOT an isolated incident...

 

Dearest John,
You asked If I had any dealings with Robin Holder...why YES she was my original salesperson until I told them I wasn't buying my car if she was going to continue to be my salesperson.
I honestly think she is retarted, like really mentally slow. Which is fine and I am not dissing people with disabilities, but they shouldn't be out ruining peoples' car buying experiences. I ordered my car with her and then about a week before my Mini came she called and said, lets go over options...and I am like WHA? I was so afraid she didn't order the right car. When I would ask her questions she would sit and stare at me and say she forgot what I just said, and forgot what she was doing. She did this the whole time. I can't believe she has a job...
She also couldn't get my current address right and has been mailing me things to my previous previous address, and it takes a month to get forwarded. She also never emailed me back when I had questions. I don't think she can use a computer...

Now, because I am a REALLY nice person, despite dissing the dealership so much-I am not saying you shouldn't go there. It is your choice and some people have enjoyed their experience, perhaps they have no standrds or they just got lucky.
If you are going to go there I would suggest Fred Sweets to be your salesperson. He is a genuine Mini Enthusiast and pretty ok guy. I believe he might be honest.
ALSO, do not get the 220 kit, it is best to get the JCW from the factory from John Cooper Works which has been a race tuner longer than BMW of Sterling has been in business.

Just my 2 cents.

 

And yes, there are those of us who have had a very good experience with this dealership (and with Jeff and Mike Arata). Our experience was so good that we ended up buying 2 MINI Cooper S cars within a couple of months' time period last summer.

It does help to do your own research, know what the options are and what to ask for - not just with MoS, but just in general. The other day I was at Baja Fresh and ordered an entree and asked for no guacomole and no avocado slices (no offense to those of you that like that). The cashier looked at me and, with a straight face, said "It doesn't come with that." Well, I had ordered this before and knew better, so I insisted and finally the neighboring cashier heard and confirmed what I was saying.

And, before you flame me, yes a $5 entree is NOT the same as a $20k - $30k+ car - but the lesson is the same. Take control of your experience and demand proper service while being reasonable and understanding.

In my experiences with MoS I've dealt with Jeff, Ahmed, Mike Arata, the dealer's son, and service department. I haven't always been pleased with each experience, but they've always worked hard to make it right when I point out anything that's not satisfactory. And, sometimes, the response to correcting an issue is as or more important than the issue itself.

Not a sermon - just a thought

 

The SX220 began life before JCW was offered in the US. It was developed on my personal car as a test mule for our Grand AM ST1 Touring car by Me, George Mehallick of MINI Madness and Hartmut Feyhl of AMG Germany and Founder of RENNtech Mercedes. I worked for Hartmut from the opening of his doors for 4 years helping to develop the business that he has grown to date.

Yes, JCW is a "factory approved" tuning enhancement, but at the time we developed the package, there was no alternative. We (MINI of Sterling) were credited by MINI NA as having the first "tuned" MINI in the US as we built a Cooper with a Cold Air Intake, ECU, lightweight flywheel, coilover suspension, 17" Kahn Wheels, and Borla Exhaust on March 26, 2002 which happened to be the official launch of the MINI. It was seen by all of the MINI brass with amazement on that day.

The concept we developed was derived long before MINI actually arrived in the US and Sterling actually being built by Me and George of MINI Madness with the intent of having MINI USA embrace the thought of offering the SX220 (S for Cooper S, X for Xtal -Me, 220 for 220HP) to US consumers . I did not pursue MINI USA but instead, used the Grand AM touring class of ST1 as a test bed to ensure the reliability of the components used with support from the brass at MINI USA (I was actually asked to compete.) I then engaged Hartmut to build our race car utilizing a base Cooper S received from MINI NA and asked Hartmut to further develop components in order for us to compete. My modifications include extensive head work, titanium valves, and other secrets that I have yet to market. To date, I have no knowlege of any failure of any of the numerous SX220's on the street including mine with the exception of a faulty belt tensioner.

Obviously there are choices in tuning and modifications (a 20+ billion dollar business) and there will always be someone "tinkering" with factory cars as well as "factory modified" cars from all manufacturers. For those who want factory piece of mind, you have your choice. For us of those who are always striving for that "perfect setup," there will be the SX220, Helix, and others.

Without that kind of tinkering, there would be no AMG, BMW M, nor JCW!

 

Thanks for the info about Tony - I know I had heard his name before! I just couldn't remember in what context, and I think now it was when he was over in service. Sounds like I'll have a good experience with him! He definetely seemed knowledgeable, and now I know why!

For a quick blurb on Jeff, you can see the older threads from a year ago on this subject (page up). He apparently over-reacted to the fact I said he lied to MINI customers on the status of their vehicles - which is actually true, and many people on this thread are aware that their vehicles are in much sooner than they are told. I even offered my alternative suggestions as to how I thought it would have been better to handle that situation. Jeff was the one that came on board and I feel, attacked me. But oh well, it's the internet and I guess that's the way it goes!

I was impressed enough with dealing with Mike Arata last year over this whole thing that I am obviously still going back to MoS for my next order. I think I'll continue to work with Tony, though, since you gave him such a good review. I know enough to know that every company and organization does have a few jerks...er, unprofessionals... working for them so it won't taint my whole experience!

Not to go off topic, but the MINI nav unit you have - is it touch screen? My boyfriend has a Garmin Nuvi 350 (portable) in his car and I just love it, and the touch screen features. I really need to search around for more info about the nav unit.

 

Well, don't misquote me either... I said that Tony is friendly, and tries to help. He's a nice guy. That doesn't mean he's always knowledgeable. I know he's given me wrong information at times, but I don't think it was deliberate, I think he just didn't realize it! It really helps to be self-educated on any questions you may have, both here via NAM and (equally important) through keeping up with the latest on MotoringFile.Yes, Mike is fantastic - always a pleasure to work with.Exactly... also, some people may not actually be jerks, but were just having a bad day. That doesn't mean I'm saying you're wrong about Jeff (again, I've never worked with him), but in some cases, people need the benefit of the doubt. The same applies to the whole dealership, as you just stated!No, the factory Nav is not a touch screen - it's one of the complaints that many people have about it. All control is basically done through one main selection button. It takes some getting used to, but it's not so bad once you get some good seat time with it. I think that BMW/MINI designed it that way in order to "simplify" the control while you are driving - you only ever have to reach over to that one button, instead of putting your hand all over the screen. The silver lining to this is also that your screen won't get dirty. Don't get me wrong, the factory Nav is a very expensive option for what you get... and a portable Nav unit (such as the Garmin one you suggested) will have more features and be much cheaper. However, there is something nice about having it built into the car, and not having to worry about it getting stolen. Also, the screen is a decent size (larger than most external units), and the Nav integrates perfectly into the rest of the car. It mutes (or lowers) the stereo when giving directions, for example. Also, there are other (also expensive!) OEM options available that integrate with the factory Nav, such as the Bluetooth kit for your cellphone, and the front and rear cameras!

At $1,700, it isn't cheap, and it definitely isn't for everyone. That being said, if you want a personal demo, I'll be happy to help.

 

The 220 Kit voids all the warranties on everything in the engine you touch. So if it fails, or has problems that later cause other things to mess up on your Mini, then no warranty!! Also, everyone at the dealership constantly lied to me about this, swearing it didn't void any warranty. However, when they haned me a peiece of paper with the info about the 220 Kit it clearly stated all warranties were void on where they worked on it, but that their parts were under warranty. Wow that helps a whole lot when you have to get things fixed and pay for maintenance!

 

We just got the Nuvi and it is awesome!!! I totally recommend it. It is touch screen and it says the road names and is very accurate. It is much cheaper to get that than the one that comes with the Mini, also it is portable and you can walk around with it or put it in differernt cars... The one that comes with the Mini is kinda cute looking but def. not as good as the Nuvi.