i would take out all the "next days" and actually type up all your calls to every dealer and MINI USA as a long by day and time - this makes it easier to read.

Then just refer to it in your letter -

1st paragraph - "Here is my issue -"
2nd and 3rd paragraphs - " Please see attached log outlining the day and times of all calls to resolve this issue"

4th paragraph - " I have contacted a laywer and my rights are this..."

5th paragraph - "Please let me know what you will do to resolve this issue as the "towel" suggestion is not satisfactory "


and like suggested before -- cc EVERYONE -- that way no one can say they were not told....

good luck -
i would rewrite it but im on deadline for work -
but if you dont send it out until thursday and would like some more help - let me know...and again -- good luck !

 

They really told you to bring a towel? Wow. That's pretty ridiculous. If I were you I'd be extremely .

 

First it's MINI, and not Mini.
I would take the "and what do you know" out, personally

I don't think there's any problem with you firing this to the top of the corporate food chain, however I do think you should copy to GM's at both Sterling and Crown, as this addresses problems at both of their dealerships.

As for loaner cars, unfortunately the MINI warranty doesn't guarantee them, and neither does MINI of Sterling. There's really nothing you can do on this front. Loaner's are at the dealer's descretion, and Sterling isn't treating you any differently than their own customers. I watched a 7 Series owner hit the roof this past summer over the loaner situation there. The 7 Series were recalled for emergency ECU reprogramming. The ECU's had to get pulled and shipped to New Jersey and the cars were in the shop and undrivable for upwards of 20 days. Sterling was denying loaners to these stuck 7 Series owners...

If Sterling is telling you that the roof issue isn't fixable, I agree you should be talking to a lawyer. While I'm not a Lemon Law expert, I do know that Lemon Law claims are definately NOT restricted to safety issues, but for recurrent problems that the dealer and manufacturer are either unable to fix reliably or at all... There has got to be some liability here on the part of MINI over this...

 

removing the information about the loaner car, when writing the intial letter I couldn't figure out a way to jump directly to my car is leaking without a good lead up. If anyone can think of a good way to chop off the beginning and still keep my main concern I'll listen.


Howard

 

It's the Hitchhiker's Guide to the MINI!

I hope they can get it fixed for you quickly!

 

The other issues that you address are also important, I think you should leave them in. Just pull the info about not getting the loaner car...

 

Yeah but that one doesn't say DON'T PANIC!

 

The leaking top sounds like a very simple warranty fix - no need to bother the executives when the person you need to talk calmly to is the dealership service manager.

My Advice: Ditch the letter; pick up the phone to the dealership [they're the only ones that can fix your car]

 

That you need to file a Lemon Law suit is obvious. It is important to get something in writing every time you complain to verify that that you've given them three or more chances to fix the problem.......needed in court. What
alot of people don't know is that if they eventually do come up with a fix
you can still sue for the period of time that the problem existed, especially if it takes a while. I had a stumble for 13 months and even though V36 fixed it.....I still ended up with a cash settlement for my 'suffering'.

 

Ryephile read the other posts! I stated the service manager will not contact me and they won't take the car in the shop because they said "They don't know how to fix it."


Howard

 

Howard

Are you saying that when you just walk in un-announced that the Service Manager refuses to talk to you? If I'm understanding you correctly, that right there is the problem.

Does MINI not have the equivalent of an area representative? Are you supposed to always go direct to corporate?

HunterBoss

 

I've never actually gone to the dealership directly to talk to him, all my calls and voicemails have gone unanswered.

Howard

 

Howard,

Since you were asking for input, I would suggest that he is the problem and not MINI. Prior to sending a letter of this nature to the top of the food chain, you really need to try a face to face meeting.

If you -- with a valid new car warranty which is where a dealership is supposed to make the real money -- are refused such a reasonable request as a direct meeting with the Service Department Manager, then the owner truly is next.

Then you start getting mad at corporate if there's no satisfaction at the dealership level.

HunterBoss

 

Howard,

You have every right to expect a perfectly functioning new MINI. I hope that once the higher-ups learn of your plight, they will take action to rectify all your issues, and make MINI-motoring a pleasure for you once again. Good luck! :smile:


Clover

 

This might not come out that well since it was formatted in Word.


Tom Purves, CEO
BMW of North America, LLC
300 Chestnut Ridge Rd.
Woodcliff Lake, NJ 07677
800-334-4269

Cc: Brad Stuller, Service Manager, BMW/Mini of Sterling
Carroll Stewart, General Manager, BMW of Sterling
Donva Jenskins, Customer Relations, BMW of Sterling
Jim Bartanowicz, Motoring Manger, Mini of Sterling

Re: VIN#
Mr. Purves:
I’m trapped in a customer service nightmare and need your assistance in finding a resolution.

After 2 years of admiring the Mini Cooper, I finally decided to purchase one in August of 2004 with the arrival of the Mini Cooper Convertible. As part of my shopping experience I dealt with both Mini of Sterling and Crown Mini of Richmond. Although I live much closer to Sterling, the staff at the dealership was not conducive to my Sales Experience (lack of information and attitude). I was worried about purchasing what is essentially a first year car, especially after my father’s previous experience with a Cadillac Catera. However, based on BMW’s engineering reputation and Mini owner’s enthusiasm, I decided it shouldn’t be much of a risk and ordered my car with Crown Mini of Richmond in August.

My Mini was ready for delivery on October 30th at which time my trials and tribulations began:

1) Convertible Alarm – Crown Mini charged me $600 for the cost of a convertible alarm. On picking up my vehicle I was told that the alarm was apparently not available and I would have to return to Richmond (2 hours away) to have the alarm installed whenever it actually became available. At the time of this writing, Crown Mini still has my $600, but is unable to provide me with any information as to the existence, true cost, or availability date of a Mini Convertible Alarm. I feel that I’m basically out the money at this point, with nothing to show.

2) Delivery Defects and Condition – After returning home, I discovered
1. Dead Pixel on Navigation Screen
2. Rattle in the back of the Vehicle
3. Shipping Tape still on parts of the car
4. Rubber Molding falling off ront driver side window.
5. Programmable Options according to the Manual that I was not notified of and wanted changed
Since I live in closer to Sterling, I emailed Kerri Brown on November 2nd, Service Appointment Coordinator for Mini of Sterling, and requested to schedule a time to have these items looked at on my brand new Mini Cooper. Ms Brown, scheduled an appointment with me for November 10th. I then replied back to Ms. Brown asking for assurance that I would be able to use a loaner car while my vehicle was in Service. Ms. Brown replied back “I’m sure we will be able to accommodate you”

On November 10th, I arrived at Mini of Sterling per my prior arrangement with Ms. Brown only to find that I was not expected, nor was a loaner car available. Furthermore, much to my chagrin, I was informed that Mini of Sterling would charge me $49 to get the dealer programmable options setup and my Motoring Advisor should have asked me my preferences prior to delivering the vehicle. Since I was not able to wait with the vehicle, under the expectation that I was receiving a loaner vehicle, I left the dealership for my place of business.

On arriving at work, I emailed Ms. Brown again inquiring as to what happened to my appointment. Ms. Brown’s reply is below:


“Dear Mr. Marans,

You neglected to tell me you picked up your new MINI from a different dealership. When we were emailing back and forth I was under the impression that you were a new purchase customer of MINI of Sterling.

The issues you discussed with me are delivery issues. For our customers that purchase here they are taken care of on the spot. I did not make an actual appointment because that is our new purchase customer policy.

I regret your inconvenience, but this could have been cleared up had I known you purchased elsewhere.”

I take offense with Ms. Brown’s tone that my experience was my fault. It was my perception that a Mini Service Center was the same no matter which dealership, and I shouldn’t expect to be treated as a substandard customer because my Mini was originally purchased elsewhere.

3) Dealer Programming at Crown Mini: I emailed my Motoring Advisor at Crown Mini in regards to the dealer programmable options only to be told that, they too, charge to set these up. I contacted MiniUSA through emailed and got a response from Jen Schuelke who was a nice as could be and offered to contact Crown Mini of Richmond and instruct them that they should have asked me what I wanted done with the vehicle prior to delivery. Given the driving distance to Richmond, I have not elected to drive back for these options only.

4) LEAKING ROOF: A few days later, we experienced our first big rain since I had purchased my car. Much to my chagrin, water was leaking into my car from somewhere around the rear passenger side window. I immediately contacted Crown Mini since I assumed it was a defect and they requested I bring the car in to them. Upon discussing the drive distances they advised for me to take the car to Mini of Sterling. I spoke with Service Adviser Tradd Dozier and again scheduled an appointment to bring the car in for service.

I arrived on November 17th prior to the dealership opening to find that Tradd was not in, so I worked with a different service adviser. We went over all of my outstanding issues with the vehicle, when I was informed, that this time they were out of loaner cars. The dealership’s courtesy van driver did agree to take me to work and pick me back up later that day.

Sterling ended up keeping my car for TWO days. When I retrieved it they stated that they
1. Fixed the Water Leak
2. Programmed my Options
3. Ordered a new Nav Screen
4. Ordered replacement molding.
5. Adjusted a seat belt that was making the rattle.

On driving my car the next morning I discovered
* Oil and Grease covering the Front Drivers Seat
* A huge WATER STAIN on the back seat
I made multiple calls to Sterling during the day, each time only to end up talking with ‘voicemail’ and never receiving a RETURN PHONE CALL

5) LEAKING ROOF PART II: A few days later it was raining again and to my frustration the car was leaking in the SAME LOCATION.
1. I called Mini of Sterling at 9 am, stated my car was still leaking and I needed to speak with someone ASAP.
2. 12 pm, still no call from Mini of Sterling. I called MiniUSA Customer Service
3. 12pm, I spoke with James Frost at Mini USA CS and explained the issue. Mr. Frost stated he would call Mini of Sterling and have them immediately contact me.
4. 7pm; Still no call from anyone, I called MiniUSA back and spoke with Mr. Frost again. Mr. Frost stated that he had a personal emergency and had to leave work but that he would call them first thing in the morning.
5. Next day, Noon: Still no call from anyone, I called MiniUSA yet again. Mr. Frost was out to lunch, but a nice lady told me she would have him return my call.
6. Afternoon: Finally hear from Mr. Frost, who relayed that he had spoken with the Service Manger Brad Stuller at Mini of Sterling, and that Mr. Stuller was going to call me about my problems.
7. Yet again, no return phone calls. I called the dealership and left Voice Mail for Mr. Stuller.
8. Still no contact from anyone, I called and spoke with the service advisor. He stated that he thought Mr. Stuller was going to call me, and Mr. Stuller thought the Service Advisor was. I then asked what would be done about my vehicle.

The Service advisor then told me that NOTHING COULD BE DONE ABOUT MY WATER LEAK AND I SHOULD CARRY A TOWEL IN THE BACK OF THE CAR. He went on to state that Mini USA was aware of the issue and gave me the perception that this is some kind of defect in multiple vehicles. He had no idea, whether 1 week or 6 months before some possible solution might be available.

The Customer Service I have experience from Mini USA and its agents has been abhorrent to this point. I think you would agree that having a pool of water in my back seat whenever it rains is not acceptable. Would you accept placing a towel in the back seat of your brand new vehicle?

I’m asking for you to please assist with me in getting my vehicle repaired appropriately and the water damage to my seats removed. Since the dealer states they are unable to stop the water leak this would mean that the choices are:
a) Replace the entire Roof and windows?
b) Replace my Mini with a new one that does not leak and perhaps use my original car for engineering defect analysis?
c) Another option that hasn’t been offered to me?

I’ve tried to work with the Mini Dealers and Mini USA but have found their lack of concern, proposed solutions, and customer service completely lacking, especially given BMW’s reputation.

I look forward to hearing your expeditious reply in repairing my waterlogged Mini and sincerely hope that someone in your office will actually call me, unlike the behavior exhibited by your other staff. You can reach me at the following Phone numbers:

 

I agree with Ryephile. Sending this straight to the top and bypassing all the other levels, will either most likely not get it answered, or at best get it answered and **** everyone else off because you went around them before giving them a chance. At work, I don't like it when someone complains about my employees straight to the VP of the Division without giving me a chance to correct it. It seems to me that you just kept trying to contact the service manager and once that fails you threw in the towel and no you are going around him and skipping probably a good 12 layers of management. Doesn't make any sense. From my experience, you get a lot less customer service in general over the phone than you do at the dealership. I would go straight to the dealership and talk to the service manager face to face, and if that doesn't work ask to speak to his boss while you are right there. I think you will get much better service this way.

 

As stated above, I would not expect a phone call from anyone as proof or promise of anything. Get everything in writing and except nothing less.

 

Just got off the phone with the customer service manager at the dealership and he told me I should go ahead and send my letter to the cooperate office. He was reallly nice about it, but again he basically said if they don't have a fix for the leak there isn't anything they can really do, and its on Mini's shoulders now.


Howard

 

Do it and shoot it off to whomever else you can think of. What the heck.


I had issues with a not too local Dodge dealer when my wife and I bought a new Durango. Had an issue we could not resolve with the dealership GM. Ended up firing a letter from our lawyer to the owner of the dealership. Sent it return receipt and to the GM at the dealer. Received an apolegetic call the next day at 7pm at my home from the owner. He promised customer satisfaction and a quick resolution to the issue. The issue was resolved within the next 24 hours.
Lawyers letters are so much fun to receive.

 

I always like to cc my State Attorney General on things. Whether I send it to him or not

 

Why not the Attorney General of the United States and possible the President. Come on the State Attorney General? I am sure that it doesn't scare anyone, because the State Attorney General could car less, and I am sure that Tom probably realizes that as much.

 

Sure, just send it to all the BMW honchos then. It'll never get "lost" that way.

The Attorney Generals office (trust me, he has minions to do the work) handles lots of complaints, including Lemon Law complaints. Well, at least we have that in NYS.

The Attorney Generals office cares a lot more about business improprieties than you might think, so please don't dismiss my ideas as being foolish.

 

Actually the State's Attorney Generals do in fact care about something like this. But personally I'd consult with my own lawyer first before shooting it to the AG, not only that but I'd rather give MINIUSA and the dealers a chance to work something out first, before going to the AG.

 

I haven't sent out my letter yet, I was asked to hold off a few days, I'll keep everyone informed when I hear more.


Howard

 

Sorry to jump in late regarding comments, but after looking at the final version, it seems like you might want to move the leak issue to the top of the list. In re-reading it, the first several items while of concern aren't going to generate a huge degree of concern imho. So, the reader may think that the last two points are less important.

Just my $0.02