I got a nice email a few weeks ago from my dealer - Prestige Mini. It said that the holidays were a great opportunity to say "thank you" and wished me happy holidays. There was a coupon at the bottom called "Holiday Boutique Certificate". This is what is said:

Prestige MINI
Holiday Boutique Certificate
Pay to the order of: MY NAME
The sum of: One Hundred Dollars and 00/100 $100
Memo: Parts and Boutique Voucher

Expires: 12/31/2011
Endorse Here
Valid only at Prestige MINI. Must present coupon at time of write-up. Cannot be combined with other offers or promotions. No cash value. Not retroactive. See dealership for full details. Expires 12/31/2011.

I was so happy that they were going to thank me for buying my car recently by giving me $100 to spend at the boutique. When we got there, we were told the coupon was only good for the purchase of a NEW CAR before 12/31/2011. The sales girl in the shop said lots of other people had come in thinking the same thing as me - that they could use it towards something in the boutique or for a part for their just-purchased car. She said they didn't ask upper management before they sent it out and it was badly worded. They had lots of angry people in the boutique before me.

I asked to speak with her manager. The sales manager came down and tried to tell me that "time of write-up" means write-up of a car. I said any reasonable person could understand that to mean write-up of the item in the boutique. He was not very nice and not very happy when I mentioned going higher up at Mini or to the consumer protection division of the AGs office.

He basically threw the item we had selected to buy at the register and told the girl to write it up - that sales would pay for it - but it left me with a really bad vibe. He came back a few minutes later with a sheet of paper entitled "Dealer Details" and tried to tell me the coupon said I had to call for details and here were the details (it said valid only for purchase of a car). I explained that there was nothing unclear to me in the email that required me to call for details. Moreover, if they knew the email was unclear and a mistake, why didn't they send out a correction or clarification before I schelpped all the way to the dealer for my $100 gift? He didn't answer.

Am I crazy to read this as I did? I just bought an almost $40,000 car. They send me a gift certificate for $100 a few months after my purchase thanking me I assume for my business. Nowhere does it say anything about being valid only for the purchase of another car. Who buys another car when they just bought one???

I would love to hear what others think.

 

You are absolutely correct to be upset. The memo portion says 'parts and boutique voucher.' Says nothing about being limited towards purchase of a new car.

 

They screwed up. I would move this up the chain, both to Mini USA and to the AG's office and BBB. I have had horrible, horrible experiences at San Francisco Mini (they damaged my car then changed the service order write up so it said that I reported the problem -- of course, my copy didn't have the changes).

Mini needs to address the quality of their people. They are marketing a premium product, and need to treat their customers accordingly.

 

Where is Prestige Mini, so we all know....?

 

I think the wording "Holiday Boutique Certificate" and "Parts and Boutique Voucher" would lead any reasonable person to conclude just as you (and others) did. Maybe there were still others who reached the same conclusion, but called the dealership to learn the "full details."

Either it's an intentional bait-and-switch ploy, or they badly need to find someone else to write those things. Whatever it was, it got people to drop by.

I'm not sure how I would have responded at the dealership, but I hope I could have just calmly put my chosen item back after learning the details.

What next? Since I didn't get any booty with the misleading certificate, I'd certainly feel free to calmly report the misleading certificate lure to the next appropriate level. Since you got your chosen item (though grudgingly), they may wonder what your complaint is really all about.

I'm not so sure that anything would ever come of it, however, because dealers are apparently allowed quite a bit of leeway in how they treat customers.

I checked the customer reviews for Prestige MINI in NJ and they are surprisingly positive, so maybe this case is an anomaly.

 

Ramsey, NJ.

 

It sounds as though it was not a pleasant experience, but you ended up getting the value of the voucher. At this point there is really nothing to complain about.
I agree with your statement that given their customers' response, the dealership should send a follow up note clarifying the fine print and expressing their regret. It would be nice if they added a 10 or 15% discount voucher to make the pill easier to swallow but that might just create more confusion.

 

did the guy look like ebeneeza scrooge? you should post your experience at dealerrater.com. stuff like this gets me mad

 

Wow, I also printed the voucher to stop by at the prestige and get few items (motor oil and filters) thinking same as you did. I also made sure that this voucher is not only redeemable during purchasing of a new car - by reading the fine prints. There was no such line suggesting that.

Prestige Mini is a good dealership. My family loves the people there, kind and caring. I had a feeling it was a mistake, they should of sent another email w a correction.

Thanks for saving me some gas.

Steven

 

I got the same email and I was under the impression that they were going to give me $100 of anything that I wanted to purchase in the parts dept.

I bought my car there. I got a great deal. I have my car serviced they. They usually take car of me. My car was in an accident in the summer of 2010. It was repaired there. I think I know them well enough but I knew that coupon was too good to be true.

I was going to get an indoor car cover. They really do not discount on parts unless you mention that you bought your car there and sometimes they give 10% off, sometimes 15% off and sometimes 20% off. So even that is a toss up.

So even if they gave me that $100 off the car cover... they were not losing a penny.

OP do not feel like you got something for nothing. I am sure that even with the $100 off they did not loose a penny.

 

Strange...I would have thought the same thing as you all have concluded. Not long after I bought my used MINI they sent me a voucher...think it was $50 towards the parts department. *sad*

 

I don't think that just because the OP was able to "duke it out" and get the $100 off all is well and he has no complaint.. He had to endure a very unpleasant experience to get something he was entitled to. The wording on the certificate was clearly misleading if it only applied to a new car so he (and everyone else who got that offer) should have been given the $100 off without having to go through what hew went through to get it. I think he should bring it to the attention of MINI corporate and/or the state AG's office.

 

I just purchaced some stuff from them on flybay, if I would have seen this sooner I would have purchased my stuff elsewhere.

 

Hmmmmm I got something similar for $25 from Stevens Creek MINI just checked fine print and it doesnt have the same wording. Just cants be used on sale items.

 

It said "Boutique Certificate", that would lead me to believe the same thing, discount off of parts or accessories at their boutique...Weirdos...

 

I agree that the flyer was misleading, but taking it higher (AG? Really?) seems over the top. He got what he wanted in the end, even if it was a hassle. Making a federal case out of it is just more work and hassle for the OP with no benefit.

 

Maybe no direct benefit for the OP, but businesses should not be allowed to get away with this sort of false and misleading advertising. Imagine where we'd be if no one took things higher? The only thing that keeps businesses like this in check is the possibility that a consumer might take report their bad ethics to an organization that can do something about it.

 

In past years, Prestige has been extremely generous toward our MINIS On Top events. They are a good outfit and, IMHO, should not be summarily condemned as an entire multi-marque organization for this boneheaded SNAFU. Every organization makes mistakes but, unfortunately, ones that affect the customers/clients are truly regrettable. I'm sure Prestige management are fuming and I am in no way condoning what their MINI division did.

Though I have no idea of the details, this issue may have had its genesis from an idea that failed to be carefully reviewed/approved/scrutinized at a higher business level. Now they realize how much money this could cost the dealership (due to the lack of vetting the proposal prior to its distribution) and are trying to cover their ***-ets. Think of that mailing going out to, say, 1,000 customers. Let's say half of them redeem the coupon for a $100 item. With a 50% margin on the items, that amounts to a $25,000 loss!

It may be interesting to watch for a shuffle in their MINI division staff. I can't believe that such a large outfit like Prestige would let this event go unaddressed.

Truly regrettable...bummer.

 

Prestige is horrible and a bunch of scammers. I took my car in for a check up and a new serp belt. They tell me my car has oil leaks dripping from the underside. The service advisor came out to tell me it was my oil pan gasket, valve cover gasket, and crank sensor seal. My car is in the garage on a clean floor and I have never had oil on the floor until returning from Prestige. My car had 3500 miles on oil change, so oil is black. The dripping oil after Prestige visit, clean and clear. How can that be?

So off I go to Morristown MINI. I did not tell them anything about Prestige and after they checked it over, my MINI came out with a clean bill of health, no oil drips. WTF.

 

Glad you went out and got a second opinion. I had a similar experience when I took the Pea to a Bay Area dealer for the O2 sensor replacement under a TSB. I benefited from a "courtesy safety inspection" which came back with several items of concern. I had it all verifed with my trusty independent who said the car was safe and that while the noted items would eventually need replacing, everything was still serviceable and would remain so for the next 12 months or more.

It's typical out of warranty dealer practice I am afraid, which is why I go to a BMW / MINI independent for out of pocket work. I have been going to the same shop for over ten years and I don't feel he has ever recommended work that was not needed. As a matter of fact, I went to him to diagnose the check engine light condition that resulted in the O2 sensor replacement. He printed the TSB and sent me to the dealership telling me they would replace the defective part at no charge but to play dumb and pull out the TSB only if needed. He could very well have done the work and charged me for it since I was already there. Incidentally, you can go to www.BIMRS.org to find a list of BMW independents. Some if not all will work on MINI's as well. These guys have invested in tons of equipment to properly service our cars so they may not be the cheapest non dealer option. On the other hand they have the equipment, the expertise, and it is to their benefit to instill trust and keep you as a customer for your out of warranty vehicle.

I don't have a problem with the dealership notifying customers of items that will fail eventually, but the way they typically spin it is meant to scare the non car person into either spending money on replacing parts that are still safe and functional or driving them to the sales person / Toyota dealership for a new car. It would be better if they prioritized the list and gave a recommended timeline for each item instead of an all or nothing proposition.

Sorry if this is off topic, I started repsonding to the previous post and could not stop myself...

 

Thanks for that, Fredo!

 

My pleasure. Sometimes I feel like I ramble on way too much so thanks for the feedback!

 

That sucks big time! We bought our car from Bob Smith in California. They send out an e-mail last week. It was an offer for a discount on the purchase of a new car untile the end of December. It was very well worded. What you posted about is very poor. They should make it right, and suck it up.
Ron

 

perhaps they should look at this as an opportunity to sell more to the customer rather than a burden. businesses always have a problem getting customers back....

 

You people who want to go to the attorney general's office over $100 mistake just torque my shorts!

Like there isn't enough real crime around this country they should be dealing with!

Get some perspective, people....sometimes mistakes are made, it does not entitle you to free things just because you do or did business with them once before.

And this whole "they owe you something for your trouble" thing is just embarrasing. Where does this "I'm entitled" attitude come from?

People who can afford $40,000 cars are complaining because they didn't get a "free" $100 goodie? Ridiculous behavior - you should be ashamed of yourselves......