I'm still waiting for my MINI at Bob Smith. I got screwed by Eric Nickle the Assistant Service Manager. He forgot I was waiting for my car even though I live close to 100 miles away and told him I would be waiting when he asked. He said it'd take about an hour but after 90 mins. they had not even started the service. He made it clear he dosen't really care about this inconvience (spell check) to me and admitted that he just forgot I was waiting for my car.

I had an appointment for 9:30 am and it is now almost noon.

I going to start to seriously start to think about selling my MCS and getting a Subaru Forester or something. It is just not worth the hassle even though when I purchased my MINI I had planned to keep it forever.

I might still get screwed at Subaru but at least the dealership is closer to home.

 

Bring beer next time you go in for service. I drive an extra 15 miles to get tires mounted because there is an awesome pizza place/ bar 2 blocks away from it.

Patrick

 

Away from IT? It being Bob Smith? What is the name of this Pizza Place?

Doug

 

I don't know where Bob Smith is, but I would stop at Farmer's Market by The Grove and get ribs from Brian's Pit BBQ.

But this might be only a partial help to sbgobig for his next MINI service. This sort of thing has happened to me often:

Confirm that you will wait for the service to take place and someone forgets you, although the receptionist is sympathetic as she puts drapes her sweater over her shoulders, turns off the desk lamp and goes home.

Car promised and not ready when you go back the next day, having gotten a ride from a friend whom you told not to wait because the car was PROMISED.

Nope. Are you sure that dent wasn't there when you came in?

We have been servicing these cars for 27 years and have NEVER left the oil cap off.

There are more. All dealerships, even Subaru, will make booboos.

My recommendation is to learn from this. Enter the complaint to NAM when the Dealer Comment forum is running. Send a letter to MINI USA with a copy to the general manager of the dealership (or would it be the other way around). Send a letter to a MINI enthusiast magazine and copy MINI USA and the general manager (is that better?).

Next time, when you make the appointment, recall this incident and remind the dealership of your travel distance. When at the dealership confirm your phone conversation and stress your schedule and travel distance. Staff will remember you and it will not be in a negative way. And don't forget to bring pizza or ribs.

One incident of this nature should not turn you off the MINI marque. Two...?

 

Verrrrryyyy similar experience with Assael MINI in Monrovia.

Bob Smith MINI is only a few miles from my home (20 minute drive), yet Assael is over 50 miles. TWICE I had driven to Monrovia from Simi Valley, had an early a.m. appointment, had confirmed the night before that they had the part/time, and BOTH TIMES they, "didn't have time to get to it", but didn't tell me until almost closing time. They left me ALL DAY waiting for my car . The staff was very well aware that I get only every-other-Friday off and was driving almost two hours in rush hour traffice in the pouroing rain to get there by 8:00 a.m. - it obviously made no difference to them at all.

The last time, when I was in the lobby and they told me they couldn't put the alarm in because they didn't have the part yet (the night before they had confirmed that they had several in stock), I used my cell phone and very LOUDLY made the call to Bob Smith MINI and set up the appointment to have the $299 alarm installed for $839. At least it was a few dollars cheaper than Assael.

My MA's way of apologizing was to promise me (yet again) a full detail next time I come in. I had to remind him that he had promised me that for the last two visits, yet service didn't know anything about it and told me they'd have to schedule me an appointment.

Like I'd even come back.

Just good timing that MINI USA called with a survey on my experience with the servicing of my new MINI. Wow did they get an earful!

I agree with morknmini that it would be a good idea for you to contact MINI USA directly and let them know what happened to you. It's really the only way they'll ever know how you've been treated.

 

Sucks that dealers treat us this way.

Here is a sugestion, since you are already driving a pretty good distance to get to a dealer why not try a different one ? I can personally recomend South Bay Mini in torrance. They have serviced our cooper twice, covered a very odd situation under warantee, got us in an out in a timly manner and actually fixed the car the first time ( what a concept )

I had to go by yesterday to get a couple oil filters and I asked about activating my rear fog light, the service advisor took the car around back while I was getting my filters and had it activated...NO CHARGE ! That is how it should be since it really cost them nothing and gains them customer loyalty from great service. I know I have read on here that people have been charged an hour or a half hour labor to activate the light.

Its worth a try checking out a different dealer, or you could just buy a forester ?? AGGG At lest get a wrx or sti if you ditch the mini for a subi.

 

I've gotten pretty awesome service at Alexander Mini - ask for Chad.

 

I have been going to Nick Alexander for 8 years now, previously with a 5 series BMW. Chad is very good, and knows what he is doing. Sometimes, it takes a few weeks to get an appointment, but if it is safety related he gets you in quick. The dealer is an hour away for me, but I choose to make the drive because of how reliable they are.

I bought my car there from Shep Nelson in 2002, and will continue to support them.

Regards

Viraf

 

I traded in my MCS for a 2005 Honda Accord. No scheduled tune ups for 115,000 miles and oil change is $30 and can be done anywhere.

Best of luck to the rest of you.

 

I have been going to Bob Smith MINI since they opened for service. I don't have one complaint. They have been prompt and helpful and if they were going to have a delay, Nicole my service advisor let me know and I could choose to wait or bring the car back in. I too drive over 100 miles to get to them.

After seeing sbgobig's last response I get the impression he was looking for a reason to trade in the MCS. Which, is his choice, I don't agree with his assessment but oh well.

 

WOW! These horrible dealer stories ound just like the dealers around Detroit! I'm glad I moved to FL!

 

i'm sorry to hear that the service is still terrible here in the los angeles area...i have tryed 4 dealerships in the los angeles area and i have bad service with all of them. even the times when it appears that i am getting good service by the time i leave i realize that they have not taken care of anything that actually costs them time or money.
for example i had two dealers tell me that when my side indicator fell off the car that they would not cover it on the warranty unless i could produce the light. the light had loosened over time and finally departed on the freeway...
my auto body guy ordered the part for me and installed it free of charge and did not charge me for the part. he was so disgusted that a dealer would not take care of me....
i think miniusa should receive a petition demanding good service at all southern california dealerships for mini owners. i have written to them a few times with no results....

 

The bottom line is that the dealers have noooo problem selling these cars above sticker, why should they care if anyone is happy with the service.
Mark

 

I bought my MINI from Irvine MINI. Went in for service, they gave me a rental no questions asked, mind you this was simply to install my bonnet stripes, and I was on my way. Perfect service. I'd recommend them to anyone, now Crevier on the otherhand...

 

Two things...

Chad at Nick Alexander is excellent. Their Customer Relations Mananger sucks (Can't remember her name)... Bought my '02 MCS at NA and up until two weeks ago had taken my MINI in for services / problems, and all but once came out satisfied (been there about 5-6 times).

The bad experience was a problem with my headlights. At night I couldn't see more then 5 feet ahead of me. First trip in (100 mile drive) they said they found the problem and corrected it ... headlights were adjusted wrong and stuck pointing down.

Problem wasn't solved. Took it back (another 100 mile drive each way for me), they adjusted them again, said it was solved. Still had problems. Called MINI USA and complained. Not 5 minutes later got a call back from NA ... they were sending a tow truck out to get my car and giving me a free rental. Called me 2 days later saying problem was solved. My frist question was "did you drive it at night?" . No.

Told them to before I would come pick it up and give them back the rental car. 2 days later got another call back. They had drove it at night and could see the problem (duh!!!), for themselves, finally! However, the tech driving the car ran over something on the road, damaged the front of the car and destroyed the two front wheels and put a ding in a rim. They fixed everything, delivered the car back to me and everything's been great since.

Moral of the story, dealers all have their crappy moments. Maybe some more then others.

Two weekends ago was my first time to Brecht MINI to fix some weird rattle from what seemed to be coming for the clutch. Dropped it off on Saturday, picked it up on Wednesday, everything perfect, problem solved and a great experience (was a loose cover over the exhaust). Thanks to the great service, I went back last weekend and ordered a new MCSC.

 

BlargoMini:

Excellent color choice on the new MCSC.

 

Yes!!! Every time I see one of your posts (specifically your signature) I get excited!!! Only 10 more loooooooooong weeks to wait.