I'm very disappointed in MINI. My 2009 Cooper S was about to hit 36K miles, the service light comes on at 35985, I schedule the service for the next day, drive the 20 miles from my house to the nearest dealer, where I am informed that since I am past the limit of 36K miles by 5 miles; MINI will not cover any maintenance.

I understand black and white policies, but this leaves such a bad taste.

 

Did you speak to the service manager? Anyone who can do the math should know you reported/called for service prior to 36K when the service light came on....call MINI USA......call another dealer...be straightforward with them and ask them if "they have better customer service than the one you're dealing with?"

 

Your one post is about this..... really.......reallllly.....and if it was a check engine light it would get covered anyway because it would be a warranty issue not a maintenance issue.

 

Yeah, makes you wonder, doesn't it?

Do other mfr's send people into the forums to stir up bad ***** about the cars?

Is this made up just to provoke a response?

Sounds like total BS to me......

Why would someone do this?

 

I have been a member of NAM for over a year, and have enjoyed reading the posts for information. This was just the first item I felt strongly enough to post about. The dealer in question is Moritz Mini in Arlington TX.

Glad to know there is such friendly folks here.

I will be calling MINI USA today to explain my experience and will be giving them the chance to explain their policy.

 

Most of us are very friendly and If you are telling us the whole story, believe me, we all feel your pain. We belong to this forum, because we love our cars, however it is apparent that some dealerships do more for their customers than others. I went to a MINI dealership in Tennessee to get a quote on some basic repairs. The girl had a quote running 3 times what was neccessary. I asked her if she was on commission. Guess what? She was. So it is very apparent that many dealerships are trying to figure out ways to get more of our money!!!! My Cooper is off warranty and I have found a good independent shop that allows me to purchase parts on my own. Much better deal all around!!

 

I think you're missing the point with his post. He is not the villain. The sad reality is that MINI has been and will continue to cut the "MINIness" out of the experience. To not cover an oil change for 5 miles out is insulting to the reputation of the MINI name. Now this might just be one bad dealership, but what if it caught on to other dealerships?

 

I don't get it. There has to be more to it than you have stated. 36xxx service is 36xxx mile service, 5 miles don't make any difference. If your service light only came on at 35985, it is out of your control. if they insist of not doing the scheduled free maintenance then it should fall under warranty coverage as your service light came on too late. Unless you have done your 36xxx service early and your service light at 35985 is actually for an oil change. My part is just speculation, if i'm wrong i apologize.

Hope you get things resolve.

 

I have experienced this kinda BS with the MINI dealer in San Antonio TX. Couldn't stand those people.

 

To clear up any confusion, when starting my car the tach. flashed the service message stating 12/2010 - 100 I understood that I should call the dealer and schedule an appointment. I was glad to hear that Moritz MINI could get it in the next day since I could leave it over the weekend. The milage at the time of the call (Thursday) was 35985. I drove the dealer Friday morning and when he scanned my key fob, it said only oil change and rear brakes are recommended. Since the service advisor said MINI may not pay since the milage is 36005 (but he would call and ask) ; I opted for just the oil change.

Picking up the car on Monday, service advisor said MINI wont pay over 3years or 36000 miles which ever comes first. And he showed that wording on MINI's website.

Again, I was over the limit for free maintenance and I understand rules. Doesn't change my perception on the experience.

 

Riddiculous. Obviously they are more concerned about holding down their labor cost than about keeping a customer happy. B.S.

 

It does seem silly, it's not worth angering a customer over a $85 oil change. However, I do get their point. Tough call either way...where do you draw the line? 36050? 36100? Or do you call it as written at 36000?

 

And you then by your next Mini elsewhere and be sure to let them know. I just ordered a new one from a dealer farther away. My last buying experience was not the best and at the first chance of service they screwed that up too. I told them I was interested in a new car and no follow up. Tells me to go elsewhere with no remorse. Some dealers only want to sell you one car.
The good dealers are the ones that want repeat business and referrals.

 

I know we overwhelming hear the bad stories over the good online, because, hey, if you got what you wanted and expected, you're fine, and don't need to complain.

This sounds typical of any stealership, but I do notice that the MINI service experiences I've had...they get very petty about money. I dunno if it's the corporate culture, the procedures in how employees are instructed to deal with customers, or what, but MINI seems determined to make me a one-time customer, too. Honestly, if my car wasn't so much fun to drive, I'd have already sold it to the next poor schmuck.

And where does the $85 oil change come from? Last I checked, oil changes from a MINI stealership are $200. Heck, Corvette oil changes from a Chevy dealership are "only" $100.

 

I appreciate that the OP stepped in and posted the rest of the story and I apologize for casting aspersions on him/her.....

I have to say I find the dealer's refusal to pay based on being 5 miles over both disturbing and ridiculous, especially when an appointment was made when the car was under the exclusion limit.

I don't know if I'd bother to fight it for an oil change, but it sure would make me think twice about doing business there - and I'm mostly pro-dealership. I don't call them stealership, because we all get our cars there, and if I want them to continue to be in business - they have to make money too. That said, not going to bat for a customer over a 5 mile overage tells me how they feel about my continuing patronage of their establishment.

I guess I'm spoiled here in KC because we have a stellar dealer with a remarkably good service dept, that's probably why I was so doubtful about the original post.

 

So silly...
You free scheduled mataince ended at 36,000 miles, but the basic mechanical warrenty is still there!!
Folks just want to complain about nothing...
Move on folks, nothing to see here!! Just somebody who is complaint they cannot get free oil changes and wiper blades, their car will still be fixed if it is the result of a warrenty issue...a mechanical defect or failure!!
Sounds like you dealer is kinda loopy...they could have said a tech test drove the car for 6 miles to verify an issue...
Maybe I was just spoiled by the 2 of 3 great dealers we have in northern newengland....
Good to see the added info from the op...I was fixed, but fact they charged you for an oilchange when it was due BEFORE 36000 miles is kinds sketchy....

 

I gladly paid the $85 for my last oil change. Where I was bothered was when I was charged $3.78 to top off my washer fluid. Now that is a little greedy.

 

Dealership reputation is the key issue here. Stores who have a regional advantage (to where there is little to no competition elsewhere) will gauge more if the dealer doesn't have a standard of practice. I'm a MA and I've had to ask clients to pay more for a car at my dealer vs a competitor and it's the "going to bat" for the customer type of reputation that will command that premium for a customer. Better service is worth more. Are there refreshments? Is the dealer tidy? Are the MAs and SAs knowledgable, engaging, attentive and professional? I hope the OP at least gets the sales manager or general sales manager involved just on principle. 5 miles is rediculous to reject a claim. my .02

 

When I was in a similar situation, I asked the dealer up front when I was on the phone about the mileage as I figured I would go over the mileage limit just getting to the dealership. They told me don't worry about it. Not sure if such a tactic would have helped with the OP as I have an excellent dealer to begin with. Something for other owners to keep in mind though.

 

Then you need to find a new dealership! I've had them done at 3 different dealerships in WI, IL, and CA, and all were $85.

 

My dealership is $100 for a basic oil change.

 

This....

 

In my opinion, if the service light came on before 36,000 miles, you are due a free oil change. Even if a couple hundred more miles elapse before you can get it in.

 

I wrote to MINI and received the following reply:

Thanks for contacting MINI. I am sorry to hear about your concerns with your maintenance plan. I was sorry to read of your disappointment that your vehicle’s recent maintenance service was not covered under warranty.

Your MINI had a Full Maintenance program for three years or 36,000, whichever came first. The maintenance program covered the services described in the Service and Warranty Booklet, such as oil service, inspections, and brake and cooling system service.

Although we empathize with your situation, because your vehicle has exceeded the program’s parameters, MINI cannot offer assistance in this case.

The MINI Customer Relations and Services Department is available Monday through Friday from 9:00 A.M. to 9:00 P.M., Eastern Standard Time. You can reach us at 1.866.ASK.MINI (275-6464).

LET’S MOTOR.

Jason Koontz
MINI Customer Relations and Services
Representative

 

Wow MINIUSA is washing their hands from this... unbelievable.
But here's a question I'd like to ask... the 36,000 mile maintenance (to me) doesn't start when your MINI has 0 miles, it starts from when you pick up your MINI. So my question is: how many miles did you have on your MINI when you picked it up? if it had 10 miles on the Odometer, then your free maintenance should be covered till 36,010 miles. Just my $.02
But I might be wrong about this, if I am I apologize.