1st Service, NA, Universal or Bob Smith
Thread Starter
|
2nd Gear
Joined: May 2004
Posts: 60
Likes: 0
1st Service, NA, Universal or Bob Smith
okey, trying to get a general poll here... sadly there's not poll/vote thread starter...
My '04 MCS just reached her 1st b-day, 11k miles and 200 miles to go on the 'service' read out... I've been procrastinating on making the appointment 'cause, well, i'm just worried about the serivce quality... but it's time to just do it.
I'm up for the scheduled service and i'd like them to do the following, upgrade software (possible stumble), check linkage (too much lateral movement in the shift *** when in gear), check the HK speakers and passenger door rattling and new whipers wouldn't hurt. Plus i'm buying me some floor mates and I'll pay to have her detailed...
Since I got her out of state I don't imagine I'll get a rental but I'm willing to drive to Either Nick Alexander, Universal (closest option) or Bob Smith to get the work done... so which one is it??? Do any of you have a contact I can ask for specifically, referalls always help.
Thanks y'all!!
My '04 MCS just reached her 1st b-day, 11k miles and 200 miles to go on the 'service' read out... I've been procrastinating on making the appointment 'cause, well, i'm just worried about the serivce quality... but it's time to just do it.
I'm up for the scheduled service and i'd like them to do the following, upgrade software (possible stumble), check linkage (too much lateral movement in the shift *** when in gear), check the HK speakers and passenger door rattling and new whipers wouldn't hurt. Plus i'm buying me some floor mates and I'll pay to have her detailed...
Since I got her out of state I don't imagine I'll get a rental but I'm willing to drive to Either Nick Alexander, Universal (closest option) or Bob Smith to get the work done... so which one is it??? Do any of you have a contact I can ask for specifically, referalls always help.
Thanks y'all!!
6th Gear
Joined: May 2002
Posts: 1,243
Likes: 0
From: So Cal
I vote Bob Smith. Nicole is my service manager and she's great. I recommend them highly. When you call let them know where you're coming from and what you expect to have done. Nicole should be able to set it up and get things done easily.
1st Gear
Joined: Nov 2004
Posts: 48
Likes: 0
From: Long Beach
NICK Alexander
Hi, My car is in for service the first one 2005 and I am already at 10g's Jarrod is lovely he was my sales guy and I would and will go back to him again, I should be getting my car out tomorrow, so I'll let you know how it went. But to start off, I live in Long Beach and they sent a flatbed with a gorgeous 525i bmw loaner to Long Beach MINI and they arrived ON the dot! JJ
Thread Starter
|
2nd Gear
Joined: May 2004
Posts: 60
Likes: 0
So, after much debate I decided to go with Universal... I know iknow... i've read and read, but my schedule just wasn't allowing me to take the extra time to go to Calabasas... funny ffrom a guy that lives in Sherman Oaks....
In any case... I contacted there Customer Care Rep first, emailed Angie with my list of things I wanted looked at, and told her that I had done a lot of research before picking Universal. She emailed me back promptly and said that the service wouldn't be a prob, thanks and that she's giving my request to the Service dude, Laurence. The next day Laurence called and we scheduled my appt. This past monday I dropped Cristina off, talk to Laurence for a bit (who was very receptive to my concerns although a bit under the weather). The first thing he said was 'the soonest I could get her back to you is tomrrow' and I told him I wasnt in a hurry, to take his time and make sure it's done right the first time
I got a call last night that it was all done, and ready to be picked up. So far so good... .now lets see if the car is happy :-D
In any case... I contacted there Customer Care Rep first, emailed Angie with my list of things I wanted looked at, and told her that I had done a lot of research before picking Universal. She emailed me back promptly and said that the service wouldn't be a prob, thanks and that she's giving my request to the Service dude, Laurence. The next day Laurence called and we scheduled my appt. This past monday I dropped Cristina off, talk to Laurence for a bit (who was very receptive to my concerns although a bit under the weather). The first thing he said was 'the soonest I could get her back to you is tomrrow' and I told him I wasnt in a hurry, to take his time and make sure it's done right the first time
I got a call last night that it was all done, and ready to be picked up. So far so good... .now lets see if the car is happy :-D
Trending Topics
Thread Starter
|
2nd Gear
Joined: May 2004
Posts: 60
Likes: 0
Here's the full email just sent to Customer Care at Universal, pretty much recaps everything :-\
Angie,
Firstly let me thank you again for your assistance in my service appointment with Mini of Universal. Although Laurence did not initially remember the email, once we dug it up it was invaluable in reviewing my service requests with him. Initially Laurence told me that with the Complete Detail I requested the car wouldn't be ready until Tuesday evening at the latest. I told him that he needn't rush, I have an extra car this week and I explicitly said to him, "Take the whole week if you need it, just please get everything done." Laurence also said that he would contact me if any issues arose. I left feeling confident that my car was in good hands and that I would hear from Laurence soon.
I was very excited this morning to get a message from Laurence saying that my car was ready, he noted the following on the message:
-Oil service complete, filters and inspection done
-Factory recall was performed and the software was upgraded as part of it
-Shift cables were replaced to fix the issue with the gear shifter
-Passenger speaker was replaced to fix the issue
-front and rear wipers were replaced
-and finally, the detail was done and the car is ready
I was very happy, 3 days is very reasonable for the amount of work done. I called to request pick-up service and then waited. After an hour went by I called back to find out that the Porters were running behind and they wouldn't be able to pick me up until 10:30. I said fine, called my office to inform them I'd be in late and waited. 10:30 on the dot the porter arrived.
We got to the dealership and I saw Laurence was busy so I went to the Parts department and purchased myself a MINI hat and the floor mats I wanted. I went back out went to the window paid for the full detail, signed the paper work and waited for my car. While waiting I read through the receipt and saw that there was a note under the request for the speaker 'could not reproduce, no action taken'. This surprised me considering Laurence had specifically said it was taken care of. Laurence came by at that moment and I pointed it out to him, on the receipt, as my car was brought up. He grabbed a service tech, Robert and asked if I could reproduce for Robert while he tended to a customer.
Robert and I got in the car and the first thing I did was put it in gear and see that the was still a lot of play in the shifter when in gear. Robert confirmed this and looked at the receipt... and didn't say anything. Then I played a couple of CDs for Robert, and while the noise wasn't as pronounced he did note the issue and mention specifically that they've seen this problem with the HK stereo.
We got out of the car and approached Laurence. Laurence asked Robert if there was any issues and Robert response was "yes, quite a few". Laurence must have been busy because he was walking away from us as he said 'ok, well, you can request another service appointment, because we won't be able to take the car back now'. This really upset me as I had already missed work to drop off the car initially, missed work to pick up the car I assumed was ready and now he wanted me to repeat the entire process. I discussed my dissatisfaction with Robert. When Laurence came back he said they could take the car back in but he would need at least 2 days to re-address the issues. Again, I said this is fine, only please make sure you address the problems.
To be honest Angie, I'm not sure if the remaining issues are actually technical faults with the car. I asked that they be inspected and faults were found, but I would have accepted a reasonable explanation if the were normal wear and tear. My issue is that Laurence did not seem able to justify either and Robert noted that there were still problems with my car. My other major concern is that, as a customer that was told there car was completed that later finds out is not complete, I felt like I was being pushed to the end of the line. Also let me say that this is only a minor inconvenience. But, such an inconvenience that could have been completely avoided.
I hope you don't take me for an unreasonable customer. I'm only looking to clearly document my experience and concerns and hopefully get a better level of service in this instance so that I am no longer inconvenienced by my cars service. As I mentioned previously I did quite a bit of research before deciding on Universal and to be honest, your service department did not come recommended. In fact I talked to several people that went out of there way to go to either Bob Smith or Nick Alexander for there service. I chose you because of convenience, and I hoped that the complaints I'd heard were not generally indicative to your department but only minor inconveniences. Hopefully this is my last minor inconvenience with your service department.
Please know, for better or worse I plan to relay the details of this service to MINI USA as well as other consumer advocacy groups. I hope in the end I can give you higher marks than I would currently.
Thank you again for your time.
Best,
Dave Pedowitz
Firstly let me thank you again for your assistance in my service appointment with Mini of Universal. Although Laurence did not initially remember the email, once we dug it up it was invaluable in reviewing my service requests with him. Initially Laurence told me that with the Complete Detail I requested the car wouldn't be ready until Tuesday evening at the latest. I told him that he needn't rush, I have an extra car this week and I explicitly said to him, "Take the whole week if you need it, just please get everything done." Laurence also said that he would contact me if any issues arose. I left feeling confident that my car was in good hands and that I would hear from Laurence soon.
I was very excited this morning to get a message from Laurence saying that my car was ready, he noted the following on the message:
-Oil service complete, filters and inspection done
-Factory recall was performed and the software was upgraded as part of it
-Shift cables were replaced to fix the issue with the gear shifter
-Passenger speaker was replaced to fix the issue
-front and rear wipers were replaced
-and finally, the detail was done and the car is ready
I was very happy, 3 days is very reasonable for the amount of work done. I called to request pick-up service and then waited. After an hour went by I called back to find out that the Porters were running behind and they wouldn't be able to pick me up until 10:30. I said fine, called my office to inform them I'd be in late and waited. 10:30 on the dot the porter arrived.
We got to the dealership and I saw Laurence was busy so I went to the Parts department and purchased myself a MINI hat and the floor mats I wanted. I went back out went to the window paid for the full detail, signed the paper work and waited for my car. While waiting I read through the receipt and saw that there was a note under the request for the speaker 'could not reproduce, no action taken'. This surprised me considering Laurence had specifically said it was taken care of. Laurence came by at that moment and I pointed it out to him, on the receipt, as my car was brought up. He grabbed a service tech, Robert and asked if I could reproduce for Robert while he tended to a customer.
Robert and I got in the car and the first thing I did was put it in gear and see that the was still a lot of play in the shifter when in gear. Robert confirmed this and looked at the receipt... and didn't say anything. Then I played a couple of CDs for Robert, and while the noise wasn't as pronounced he did note the issue and mention specifically that they've seen this problem with the HK stereo.
We got out of the car and approached Laurence. Laurence asked Robert if there was any issues and Robert response was "yes, quite a few". Laurence must have been busy because he was walking away from us as he said 'ok, well, you can request another service appointment, because we won't be able to take the car back now'. This really upset me as I had already missed work to drop off the car initially, missed work to pick up the car I assumed was ready and now he wanted me to repeat the entire process. I discussed my dissatisfaction with Robert. When Laurence came back he said they could take the car back in but he would need at least 2 days to re-address the issues. Again, I said this is fine, only please make sure you address the problems.
To be honest Angie, I'm not sure if the remaining issues are actually technical faults with the car. I asked that they be inspected and faults were found, but I would have accepted a reasonable explanation if the were normal wear and tear. My issue is that Laurence did not seem able to justify either and Robert noted that there were still problems with my car. My other major concern is that, as a customer that was told there car was completed that later finds out is not complete, I felt like I was being pushed to the end of the line. Also let me say that this is only a minor inconvenience. But, such an inconvenience that could have been completely avoided.
I hope you don't take me for an unreasonable customer. I'm only looking to clearly document my experience and concerns and hopefully get a better level of service in this instance so that I am no longer inconvenienced by my cars service. As I mentioned previously I did quite a bit of research before deciding on Universal and to be honest, your service department did not come recommended. In fact I talked to several people that went out of there way to go to either Bob Smith or Nick Alexander for there service. I chose you because of convenience, and I hoped that the complaints I'd heard were not generally indicative to your department but only minor inconveniences. Hopefully this is my last minor inconvenience with your service department.
Please know, for better or worse I plan to relay the details of this service to MINI USA as well as other consumer advocacy groups. I hope in the end I can give you higher marks than I would currently.
Thank you again for your time.
Best,
Dave Pedowitz
1st Gear
Joined: Nov 2004
Posts: 48
Likes: 0
From: Long Beach
update
Hi Dave,
I just got my car back from NICK ALexander. I dropped it off on Monday and got it back today at lunch time. I think your letter is great and I hope it all works out for you. My car is fantastic, they addressed every single thing I had on my list, I complained of a squeeky drivers side mirror and they checked it and slipped in a new regulator. FANTASTIC! There is only one little tiny compliant and that is they did not fill out the service maintenance checklist, so I have no idea what the brakes are doing or my tire pressure, but I called Chad just now and he is going to call me tomorrow with the details. They detailed the outside wonderfully, they didn't do anything on the inside :( But they did a 99.99% WONDERFUL job! Good luck with your situation, looks like your on top of it with a good attitude, which is helpful in accomplishing the task. Kind regards, JJ
I just got my car back from NICK ALexander. I dropped it off on Monday and got it back today at lunch time. I think your letter is great and I hope it all works out for you. My car is fantastic, they addressed every single thing I had on my list, I complained of a squeeky drivers side mirror and they checked it and slipped in a new regulator. FANTASTIC! There is only one little tiny compliant and that is they did not fill out the service maintenance checklist, so I have no idea what the brakes are doing or my tire pressure, but I called Chad just now and he is going to call me tomorrow with the details. They detailed the outside wonderfully, they didn't do anything on the inside :( But they did a 99.99% WONDERFUL job! Good luck with your situation, looks like your on top of it with a good attitude, which is helpful in accomplishing the task. Kind regards, JJ
6th Gear
Joined: May 2002
Posts: 1,243
Likes: 0
From: So Cal
I'm sorry to hear about your experience, but like your mom always says "I tried to tell you." Yeah that was mean. But I reallylike the way you mentioned it in your email. These dealerships need to know we are talking to each other. We need to continue doing so and also let the dealerships know too.
Hopefully this will get sorted out and you'll be a happy MINI motorer soon.
Hopefully this will get sorted out and you'll be a happy MINI motorer soon.
Thread Starter
|
2nd Gear
Joined: May 2004
Posts: 60
Likes: 0
Not at all... in fact you don't know how many times i've said to myself 'you decided to go there, you could gone to Bob Smith or Nick Alexander'
BTW, Angie hasn't responded yet. No matter the condition once it's available i'm taking the car and RUNNING
BTW, Angie hasn't responded yet. No matter the condition once it's available i'm taking the car and RUNNING
I can;t believe Angie hasn't responded. Ugh!
3rd Gear
Joined: Jan 2005
Posts: 154
Likes: 0
From: California
Mini626,
Good for you for sending the email... just be sure to do as you promised and follow up with MINIUSA. You might also post your experience at the roadfly.com mini board. MINIUSA seems to read the posts over there and respond and I'm sure the louder you shout, the sooner you'll be heard. You'll be helping all of us in the long run.
BTW, I've yet to take my used 2004 mini S (didn't buy new because I refuse to support greedy dealer markup) but I'm definately going to Bob Smith when I need the oil changed, etc...
Matt
Good for you for sending the email... just be sure to do as you promised and follow up with MINIUSA. You might also post your experience at the roadfly.com mini board. MINIUSA seems to read the posts over there and respond and I'm sure the louder you shout, the sooner you'll be heard. You'll be helping all of us in the long run.
BTW, I've yet to take my used 2004 mini S (didn't buy new because I refuse to support greedy dealer markup) but I'm definately going to Bob Smith when I need the oil changed, etc...
Matt
Thread Starter
|
2nd Gear
Joined: May 2004
Posts: 60
Likes: 0
*I* called this morning to get the status of the car and here it is. Entire Shifter is being replaced and they've ordered new speakers for the passenger door. Should be ready Tuesday or Wednesday. They'll call on Monday (sure) to advise.
Still nothing from Angie. Can't wait to write my letters... anyone have any contacts at MINI corp??
Still nothing from Angie. Can't wait to write my letters... anyone have any contacts at MINI corp??
Thread Starter
|
2nd Gear
Joined: May 2004
Posts: 60
Likes: 0
Just got a contact with MINI USA Customer Service... and no car or word yet from Universal... I really hope other people that have been through this with them have also written or contact MINI Corp. If you haven't here's some info:
BMW of North America, LLC.
Attn: MINI Division
PO Box 1227
Westwood, NJ 07675
MINI Customer Relations and Services
866.ASK.MINI (275-6464)
MINI.Assistance@askMINIUSA.COM
BMW of North America, LLC.
Attn: MINI Division
PO Box 1227
Westwood, NJ 07675
MINI Customer Relations and Services
866.ASK.MINI (275-6464)
MINI.Assistance@askMINIUSA.COM
Former Vendor
Joined: Sep 2002
Posts: 1,174
Likes: 0
From: Los Angeles
I'm not going to say I told you so...
But I will tell you of my experience with Nick Alexander.
My MCS had to go in to have it Steering Wheel airbag replaced due to gouges in the center cap from a break-in. Also the driver's seat was stuck in one position and wouldn't recline or go forward. In addition, my driver outside mirror's paint is peeling as has happened to other cars.
I made an appointment for yesterday at NA and waited about 2 minutes to be addressed by Chad. He typed- up my order and said BMW would pay for a rental car because the driver's seat problem is considered 'unsafe'. I did not ask for a rental. It was just given to me. Enterprise has a desk and cars right there at the Service Department and I was promptly fixed up with a 2005 Nissan Murano (very nice , but for the MPG). If I had to have paid for the rental it would only have been $19.99 /day.
I was out of there in less than 30 minutes. Later in the day, Chad called to say they would have to order parts for the seat and that I should continue to enjoy the rental. Note: I did not buy my car at NA nor did they ask if I had.
Hopefully, I'll get my car back today. But if not, I'm not stressed because I 've been treated extremely well and I'm tooling around in a cool free rental. I just pretend that Universal does not exist. Their mark-up policy sucks and their Service Dept. sucks. They have great techs, but they are at the mercy of the shirt and tie boys in front.
Hold the phone...that was Chad at NA just calling. My car is finished but for the plastic seat back(not in yet) that is apparently replaced when the mechanics are replaced. Cool ...it was kinda scratched up anyway. He gave me the option to pick up the car now ( and bring it back to have the other part replace at no charge) or tomorrow. I told him I'd rather make 1 trip.
Universal's mistake in the way they handle MINI customers will show when/if I ever buy a BMW or another MINI. Where do you think I"ll go?
I really don't think they care though. They sell plenty of cars at way above MSRP and get plenty of Studio business from people who don't care what they pay.
Keep us up to date on your experience with Universal. I recommend, that you just dump them and go elsewhere...letting the new service depart know your problems were not properly addressed at Universal.
My MCS had to go in to have it Steering Wheel airbag replaced due to gouges in the center cap from a break-in. Also the driver's seat was stuck in one position and wouldn't recline or go forward. In addition, my driver outside mirror's paint is peeling as has happened to other cars.
I made an appointment for yesterday at NA and waited about 2 minutes to be addressed by Chad. He typed- up my order and said BMW would pay for a rental car because the driver's seat problem is considered 'unsafe'. I did not ask for a rental. It was just given to me. Enterprise has a desk and cars right there at the Service Department and I was promptly fixed up with a 2005 Nissan Murano (very nice , but for the MPG). If I had to have paid for the rental it would only have been $19.99 /day.
I was out of there in less than 30 minutes. Later in the day, Chad called to say they would have to order parts for the seat and that I should continue to enjoy the rental. Note: I did not buy my car at NA nor did they ask if I had.
Hopefully, I'll get my car back today. But if not, I'm not stressed because I 've been treated extremely well and I'm tooling around in a cool free rental. I just pretend that Universal does not exist. Their mark-up policy sucks and their Service Dept. sucks. They have great techs, but they are at the mercy of the shirt and tie boys in front.
Hold the phone...that was Chad at NA just calling. My car is finished but for the plastic seat back(not in yet) that is apparently replaced when the mechanics are replaced. Cool ...it was kinda scratched up anyway. He gave me the option to pick up the car now ( and bring it back to have the other part replace at no charge) or tomorrow. I told him I'd rather make 1 trip.
Universal's mistake in the way they handle MINI customers will show when/if I ever buy a BMW or another MINI. Where do you think I"ll go?
I really don't think they care though. They sell plenty of cars at way above MSRP and get plenty of Studio business from people who don't care what they pay.
Keep us up to date on your experience with Universal. I recommend, that you just dump them and go elsewhere...letting the new service depart know your problems were not properly addressed at Universal.
Thread Starter
|
2nd Gear
Joined: May 2004
Posts: 60
Likes: 0
Wow! 3 calls you say?! I've had ONE call from Universal, just one... I'm trying so so hard not to stress... especially after meeting one of the service guys, who seemed very capable.
But yeah, for what it's worth, I'll never EVER go back, never EVER recommend them and never EVER buy from them.
PS I bought out of state... so this is pretty much my first experience with a local dealer... and man am I glad I bought out of state!
But yeah, for what it's worth, I'll never EVER go back, never EVER recommend them and never EVER buy from them.
PS I bought out of state... so this is pretty much my first experience with a local dealer... and man am I glad I bought out of state!
Vendor & Moderator :: MINI Camera and Video & c3 club forum
iTrader: (6)
Check out South Bay MINI in torrance. They are the newest MINI dealer in Los Angeles. They had 3 dedicated SA's for MINI and dedicated SA's for their BMW customers. They tend to know their stuff. Stay away from their parts department--they've got a long way to go before they are up to speed and can find anything.
I called to make an appointment and there was a spot within 1 week. I made it in 2 weeks since I had some miles to go before my service light would come on.
They also offer free loaner through Enterprise which is onsite. You must request this at the time of making the appointment.
Talk to Jennifer Osborn-- the sales manager if you have any problems. She knows me very well, she's the first person I contact if there are any problems with quality of service there, and she is very responsive and helpful.
Btw, I bought my MC from Roadshow MINI in TN, and I've been to LB MINI and NA MINI. Right now I'm doing my own basic maintenance but will continue going to SB since they are close and offer good service.
Richard
I called to make an appointment and there was a spot within 1 week. I made it in 2 weeks since I had some miles to go before my service light would come on.
They also offer free loaner through Enterprise which is onsite. You must request this at the time of making the appointment.
Talk to Jennifer Osborn-- the sales manager if you have any problems. She knows me very well, she's the first person I contact if there are any problems with quality of service there, and she is very responsive and helpful.
Btw, I bought my MC from Roadshow MINI in TN, and I've been to LB MINI and NA MINI. Right now I'm doing my own basic maintenance but will continue going to SB since they are close and offer good service.
Richard
Last edited by OctaneGuy; Apr 19, 2005 at 04:06 PM.
2nd Gear
Joined: Jun 2003
Posts: 109
Likes: 0
From: PV Penninsula
South Bay MINI is not the place to take
Let me share my experience with South Bay MINI.
Its a nice brand new facility, but same old crap.
Anyway this is my experience with them.
I had appointment on April 18th 7AM for 40,000 miles checkup, and I drove my MINI in at 6:30 AM, there was one guy in the SA office doing something. I walked their lot to see new cabrio, and went back to my car, took my bags out from MINI and stood next to car, and waited for the service. 10-15 minutes later big Bimmer came and park right behind me, older driver was in the car, he was waiting for SA to arrive. Almost 7 AM newer 5 series Bimmer showed up, and parked right next to me. At the time there were 2 SAs there (one in office, one just came).
I figure I was there first, and I was standing next to my car, had appointment at 7 AM, was expecting to get help first, right?
WRONG!
First SA jumpped out his office and took Big Bimmer parked behind me, SA seem to know that driver, and SA took him to his office.
Ok, I was wondering what's going on here. I was getting very pissy mode.
Then 2nd SA came out his office, not sure what he was doing in his office I was able to see him doing something, and I am sure he saw me standing and waiting, but guess...he took newer 5 series Bimmer!
WTF is going on this dealership?
3rd SA helped me, but I was not really happy about that.
I had to stand there extra 15 minutes for 3rd SA to show up for what? I don't have BMWs..? I have a BMW MINI! Geez!
Next time when I go South Bay MINI, make sure I stick doller bill on my forehead, so those SAs know us MINI owners too bring profit to their dealership.
I complained to MINI USA, I would not recommend to take MINI to South Bay MINI for the service.
Its a nice brand new facility, but same old crap.
Anyway this is my experience with them.
I had appointment on April 18th 7AM for 40,000 miles checkup, and I drove my MINI in at 6:30 AM, there was one guy in the SA office doing something. I walked their lot to see new cabrio, and went back to my car, took my bags out from MINI and stood next to car, and waited for the service. 10-15 minutes later big Bimmer came and park right behind me, older driver was in the car, he was waiting for SA to arrive. Almost 7 AM newer 5 series Bimmer showed up, and parked right next to me. At the time there were 2 SAs there (one in office, one just came).
I figure I was there first, and I was standing next to my car, had appointment at 7 AM, was expecting to get help first, right?
WRONG! First SA jumpped out his office and took Big Bimmer parked behind me, SA seem to know that driver, and SA took him to his office.
Ok, I was wondering what's going on here. I was getting very pissy mode.
Then 2nd SA came out his office, not sure what he was doing in his office I was able to see him doing something, and I am sure he saw me standing and waiting, but guess...he took newer 5 series Bimmer!
WTF is going on this dealership?
3rd SA helped me, but I was not really happy about that.
I had to stand there extra 15 minutes for 3rd SA to show up for what? I don't have BMWs..? I have a BMW MINI! Geez!
Next time when I go South Bay MINI, make sure I stick doller bill on my forehead, so those SAs know us MINI owners too bring profit to their dealership.
I complained to MINI USA, I would not recommend to take MINI to South Bay MINI for the service.
1st Gear
Joined: Apr 2005
Posts: 43
Likes: 0
I hate South Bay.
I haven't bought my Mini yet but I may tomorrow from Bob Smith as they are expecting a Mini I been waiting for but if they give me bad quotes I'm doing the ordering out of state thing.
In my visiting every Mini dealer in So Cal though:
Nick Alexander -- Rude. The sales guy we had seemed annoyed by our third visit when we wanted to take a look at their inventory to compare to others. He was with a customer at the moment who already bought a vehicle and were waiting for it to be cleaned. He asked us to go on down to their inventory and he'll be right there. After 15 minutes we left. You would think he might call us saying he was sorry about that but no... He didn't.
Universal -- Crazy. They have the highest mark up which they use as a tactic. Stand next to a car a dealer will come out and immediatly say: I can knock 1k off that -- I'm not buying it. They also put crap like lojack on your car, ugh. And we were there twice. The first time the dealer who approached us was extremely rude and unhelpful, like he was doing us a favor.
South Bay -- Rude and poor customer service. I inquired through their website and got an email from Jennifer, the manager. I wrote to her saying we will be coming in to take a look at their cars and ask questions. We get to South Bay and a dealer approaches us. I told him I was here to see Jenifer. He goes into her office then comes back saying she is busy.
I told him which car I was interested in on their lot to test drive and he brings out a car that I'm not interested in at all saying they are about the same... Which they were expect for the different colors, nav system and several packages. During the test drive he acts annoyed like he is doing us a favor. South Bay also has these $199 lease signs on their car which when you ask about you find out require a 6.5k down payment.. Crazy. Who puts that much down on a lease? =/
We get back to the office to get quotes and guess what Jennifer is doing... Sipping on a Jamba Juice talking with friends. Yeah, I have to agree that is much more important than meeting with an eager buyer.
Of course we didn't take their car nor ever plan on returning to that disgrace of a business.
Bob Smith -- The best. Our dealer is extremely nice and helpful. Doesn't act annoyed at all with us. Takes my phone calls and answers questions as well as going back and forth through emails with me. Another dealer at Bob Smith is extremely enthusiastic and a total Mini fanatic -- Overheard speaking with someone on the phone about Minis and was impressed by her love for them, reminded me of myself! lol
Our dealer there also let me test drive the car several times as well as my mom. She even sent me a postcard!
I haven't bought yet but from all the So Cal dealers Bob Smith is the first I would buy from. The only negative is their 3k mark up but our dealer is able to get the car we are interested in down to 1.5k mark up. Not sure if I'm going to take it or just go out of state but one thing I do know is that when I need service I'll be going to Bob Smith.
mini626 --
I applaud your courage and bravery in taking action for the mistreatment of yourself and vehicle. I hate it when businesses step over us.
I haven't bought my Mini yet but I may tomorrow from Bob Smith as they are expecting a Mini I been waiting for but if they give me bad quotes I'm doing the ordering out of state thing.
In my visiting every Mini dealer in So Cal though:
Nick Alexander -- Rude. The sales guy we had seemed annoyed by our third visit when we wanted to take a look at their inventory to compare to others. He was with a customer at the moment who already bought a vehicle and were waiting for it to be cleaned. He asked us to go on down to their inventory and he'll be right there. After 15 minutes we left. You would think he might call us saying he was sorry about that but no... He didn't.
Universal -- Crazy. They have the highest mark up which they use as a tactic. Stand next to a car a dealer will come out and immediatly say: I can knock 1k off that -- I'm not buying it. They also put crap like lojack on your car, ugh. And we were there twice. The first time the dealer who approached us was extremely rude and unhelpful, like he was doing us a favor.
South Bay -- Rude and poor customer service. I inquired through their website and got an email from Jennifer, the manager. I wrote to her saying we will be coming in to take a look at their cars and ask questions. We get to South Bay and a dealer approaches us. I told him I was here to see Jenifer. He goes into her office then comes back saying she is busy.
I told him which car I was interested in on their lot to test drive and he brings out a car that I'm not interested in at all saying they are about the same... Which they were expect for the different colors, nav system and several packages. During the test drive he acts annoyed like he is doing us a favor. South Bay also has these $199 lease signs on their car which when you ask about you find out require a 6.5k down payment.. Crazy. Who puts that much down on a lease? =/
We get back to the office to get quotes and guess what Jennifer is doing... Sipping on a Jamba Juice talking with friends. Yeah, I have to agree that is much more important than meeting with an eager buyer.
Of course we didn't take their car nor ever plan on returning to that disgrace of a business.
Bob Smith -- The best. Our dealer is extremely nice and helpful. Doesn't act annoyed at all with us. Takes my phone calls and answers questions as well as going back and forth through emails with me. Another dealer at Bob Smith is extremely enthusiastic and a total Mini fanatic -- Overheard speaking with someone on the phone about Minis and was impressed by her love for them, reminded me of myself! lol
Our dealer there also let me test drive the car several times as well as my mom. She even sent me a postcard!
I haven't bought yet but from all the So Cal dealers Bob Smith is the first I would buy from. The only negative is their 3k mark up but our dealer is able to get the car we are interested in down to 1.5k mark up. Not sure if I'm going to take it or just go out of state but one thing I do know is that when I need service I'll be going to Bob Smith.
mini626 --
I applaud your courage and bravery in taking action for the mistreatment of yourself and vehicle. I hate it when businesses step over us.
Thread Starter
|
2nd Gear
Joined: May 2004
Posts: 60
Likes: 0
GOPGuyCA - I HIGHLY recommend buying out of state... I got my Mini from Mini of the Hamptons.
As for my car, well she's back and no worse for the wear. Shifting is a joy again although there STILL is a lot of play when in gear. Laurence, failed to say ANYTHING about this... which in the end is what ticks me off the most... Just say 'we did what we could and this looks to be par for the course' instead of 'it's fixed' when it's not.
Here's something new though that's really got me thinking. My paper work from last week says in regards to the Play in the Shifter: "Replaced Shift Cables & Selector Cables".
My paper work from today says: "Found Shifter cable cracked, removed exhaust pipe completely and heat sheild, replaced shifter cables"
Now, were they cracked the first time? Were they cracked AFTER they put new ones in? Did they put Cracked ones in? Did they do NOTHING the first time? Or are they full of ***** and just saying it was cracked????
I plan on taking all of this up with MINI USA, they're takin' someone for a ride here and I hate that I was a party to it.
As for my car, well she's back and no worse for the wear. Shifting is a joy again although there STILL is a lot of play when in gear. Laurence, failed to say ANYTHING about this... which in the end is what ticks me off the most... Just say 'we did what we could and this looks to be par for the course' instead of 'it's fixed' when it's not.
Here's something new though that's really got me thinking. My paper work from last week says in regards to the Play in the Shifter: "Replaced Shift Cables & Selector Cables".
My paper work from today says: "Found Shifter cable cracked, removed exhaust pipe completely and heat sheild, replaced shifter cables"
Now, were they cracked the first time? Were they cracked AFTER they put new ones in? Did they put Cracked ones in? Did they do NOTHING the first time? Or are they full of ***** and just saying it was cracked????
I plan on taking all of this up with MINI USA, they're takin' someone for a ride here and I hate that I was a party to it.
Vendor & Moderator :: MINI Camera and Video & c3 club forum
iTrader: (6)
Toshi,
I'm very disappointed in your post on this. I would like to clarify the situation as I've been in close contact with South Bay on this matter as well as with Toshi as this situation evolved.
Regretably this whole thing was a misunderstanding, with some miscommunication thrown in.
For starters, when I brought my own car into South Bay MINI a few weeks prior, I experienced something similar, but I gave them the benefit of the doubt. That is, I pulled in behind a MINI which was being helped by one SA.
A few moments later, a 5 series BMW pulled up along side me, and an SA came out to help her. I was a little peeved. A few moments later, several people came to tell me, they were sorry, but an SA would be with me shortly. To say the least I was a little confused but thought MAYBE there was a reason. And there was.
South Bay has 3 dedicated MINI SA's. They have a strict policy that forbids any kind of preferential treatment of BMW owners over MINI owners. However if all of the MINI SA's are busy, one of the BMW SA's are supposed to come to you to let you know a MINI SA will be with you. That's why those people told me to hold on.
The reason behind this is very simple. You've got a MINI and you've got questions and you need answers. Wouldn't you want it to be answered by someone that actually knew about your car??
In Toshi's case, and I discussed this with him before he made this post here on NAM, when he arrived there were only BMW SA's on the premises. The MINI SA's hadn't arrived. Where South Bay messed up was in telling Toshi that an SA would be with him. Or who knows, maybe they did, but Toshi was fuming so much that he didn't listen. I really don't know.
Now I didn't buy my MINI from South Bay. I bought it out of state 2 years ago froim Roadshow BMW in TN.
South Bay is the newest MINI dealer in Los Angeles, and in fact, their grand opening was just last week. I've tested their parts department, and it leaves much to be desired. Their pricing is also quite high, and the quality of service when buying parts....well, let's say after the 2 experiences I've had, I prefer to trek further down south to Long Beach MINI. Those guys in the parts department have it down pat.
Now I know Toshi has a right to be upset, however even after an apology was sent to Toshi clarifying what happened and even asking for more information he still felt it necessary to make this post, to make a complaint to MINIUSA before knowing all the facts, which I think is pretty unfair.
Finally, if you're wondering why I'm a fan of South Bay, and especially of Jennifer Osborn, the Sales Manager, it's because I've actually spent time talking with her about the problems they face, and they've always been very helpful and prompt. I really want a good dealer near my home. I've had horrible experiences with warranty parts replacement from Nick Alexander, where I had to call them about whether warranty parts I ordered had come in, and having to come back multiple times because they said a part was in, when it really wasn't.
GOPGuyCA
You said you told Jennifer you were coming down to see cars. Did you make an appointment with her? I've often dropped by unannounced and found her away from her office or in meetings. But everytime I called her and let her know I was coming, she made time for me. And when I was in the office, she made it a point to tell people that she was in a meeting with me. I think that's pretty darn good service. Much better than having her constantly running in and out and answering phones while you're trying to discuss business.
I find it interesting you singled out South Bay by saying you hate them. Could Jennifer have been on her lunch break? She is the Sales Manager but an MA could have helped you as well. You were miffed that you couldn't test drive the color you wanted. Wow, do you really think they will pull a car off the lot to let you test drive it? Did you ever stop to think, maybe they've got a few cars just for test driving so that way you can buy a MINI off the lot without hundreds of miles on it??? The MA was right, they are pretty much the same. All MINI's are pretty much the same. If you want to see a MINI with a nav, look at the MINI catalog. That's what I had to do. It's not so hard. Maybe you can find a MINI in a dealer showroom with a Nav, but it's not likely as it's a premium item that many people don't want. I saw my first nav in a MINI that a friend had. I met him on MINI2 and he happened to live a few miles away. Could you have done the same??
Amazing.
I'm very disappointed in your post on this. I would like to clarify the situation as I've been in close contact with South Bay on this matter as well as with Toshi as this situation evolved.
Regretably this whole thing was a misunderstanding, with some miscommunication thrown in.
For starters, when I brought my own car into South Bay MINI a few weeks prior, I experienced something similar, but I gave them the benefit of the doubt. That is, I pulled in behind a MINI which was being helped by one SA.
A few moments later, a 5 series BMW pulled up along side me, and an SA came out to help her. I was a little peeved. A few moments later, several people came to tell me, they were sorry, but an SA would be with me shortly. To say the least I was a little confused but thought MAYBE there was a reason. And there was.
South Bay has 3 dedicated MINI SA's. They have a strict policy that forbids any kind of preferential treatment of BMW owners over MINI owners. However if all of the MINI SA's are busy, one of the BMW SA's are supposed to come to you to let you know a MINI SA will be with you. That's why those people told me to hold on.
The reason behind this is very simple. You've got a MINI and you've got questions and you need answers. Wouldn't you want it to be answered by someone that actually knew about your car??
In Toshi's case, and I discussed this with him before he made this post here on NAM, when he arrived there were only BMW SA's on the premises. The MINI SA's hadn't arrived. Where South Bay messed up was in telling Toshi that an SA would be with him. Or who knows, maybe they did, but Toshi was fuming so much that he didn't listen. I really don't know.
Now I didn't buy my MINI from South Bay. I bought it out of state 2 years ago froim Roadshow BMW in TN.
South Bay is the newest MINI dealer in Los Angeles, and in fact, their grand opening was just last week. I've tested their parts department, and it leaves much to be desired. Their pricing is also quite high, and the quality of service when buying parts....well, let's say after the 2 experiences I've had, I prefer to trek further down south to Long Beach MINI. Those guys in the parts department have it down pat.
Now I know Toshi has a right to be upset, however even after an apology was sent to Toshi clarifying what happened and even asking for more information he still felt it necessary to make this post, to make a complaint to MINIUSA before knowing all the facts, which I think is pretty unfair.
Finally, if you're wondering why I'm a fan of South Bay, and especially of Jennifer Osborn, the Sales Manager, it's because I've actually spent time talking with her about the problems they face, and they've always been very helpful and prompt. I really want a good dealer near my home. I've had horrible experiences with warranty parts replacement from Nick Alexander, where I had to call them about whether warranty parts I ordered had come in, and having to come back multiple times because they said a part was in, when it really wasn't.
GOPGuyCA
You said you told Jennifer you were coming down to see cars. Did you make an appointment with her? I've often dropped by unannounced and found her away from her office or in meetings. But everytime I called her and let her know I was coming, she made time for me. And when I was in the office, she made it a point to tell people that she was in a meeting with me. I think that's pretty darn good service. Much better than having her constantly running in and out and answering phones while you're trying to discuss business.
I find it interesting you singled out South Bay by saying you hate them. Could Jennifer have been on her lunch break? She is the Sales Manager but an MA could have helped you as well. You were miffed that you couldn't test drive the color you wanted. Wow, do you really think they will pull a car off the lot to let you test drive it? Did you ever stop to think, maybe they've got a few cars just for test driving so that way you can buy a MINI off the lot without hundreds of miles on it??? The MA was right, they are pretty much the same. All MINI's are pretty much the same. If you want to see a MINI with a nav, look at the MINI catalog. That's what I had to do. It's not so hard. Maybe you can find a MINI in a dealer showroom with a Nav, but it's not likely as it's a premium item that many people don't want. I saw my first nav in a MINI that a friend had. I met him on MINI2 and he happened to live a few miles away. Could you have done the same??
Amazing.
Originally Posted by cafemoc
Let me share my experience with South Bay MINI.
Its a nice brand new facility, but same old crap.
Anyway this is my experience with them.
I had appointment on April 18th 7AM for 40,000 miles checkup, and I drove my MINI in at 6:30 AM, there was one guy in the SA office doing something. I walked their lot to see new cabrio, and went back to my car, took my bags out from MINI and stood next to car, and waited for the service. 10-15 minutes later big Bimmer came and park right behind me, older driver was in the car, he was waiting for SA to arrive. Almost 7 AM newer 5 series Bimmer showed up, and parked right next to me. At the time there were 2 SAs there (one in office, one just came).
I figure I was there first, and I was standing next to my car, had appointment at 7 AM, was expecting to get help first, right?
WRONG!
First SA jumpped out his office and took Big Bimmer parked behind me, SA seem to know that driver, and SA took him to his office.
Ok, I was wondering what's going on here. I was getting very pissy mode.
Then 2nd SA came out his office, not sure what he was doing in his office I was able to see him doing something, and I am sure he saw me standing and waiting, but guess...he took newer 5 series Bimmer!
WTF is going on this dealership?
3rd SA helped me, but I was not really happy about that.
I had to stand there extra 15 minutes for 3rd SA to show up for what? I don't have BMWs..? I have a BMW MINI! Geez!
Next time when I go South Bay MINI, make sure I stick doller bill on my forehead, so those SAs know us MINI owners too bring profit to their dealership.
I complained to MINI USA, I would not recommend to take MINI to South Bay MINI for the service.
Its a nice brand new facility, but same old crap.
Anyway this is my experience with them.
I had appointment on April 18th 7AM for 40,000 miles checkup, and I drove my MINI in at 6:30 AM, there was one guy in the SA office doing something. I walked their lot to see new cabrio, and went back to my car, took my bags out from MINI and stood next to car, and waited for the service. 10-15 minutes later big Bimmer came and park right behind me, older driver was in the car, he was waiting for SA to arrive. Almost 7 AM newer 5 series Bimmer showed up, and parked right next to me. At the time there were 2 SAs there (one in office, one just came).
I figure I was there first, and I was standing next to my car, had appointment at 7 AM, was expecting to get help first, right?
WRONG! First SA jumpped out his office and took Big Bimmer parked behind me, SA seem to know that driver, and SA took him to his office.
Ok, I was wondering what's going on here. I was getting very pissy mode.
Then 2nd SA came out his office, not sure what he was doing in his office I was able to see him doing something, and I am sure he saw me standing and waiting, but guess...he took newer 5 series Bimmer!
WTF is going on this dealership?
3rd SA helped me, but I was not really happy about that.
I had to stand there extra 15 minutes for 3rd SA to show up for what? I don't have BMWs..? I have a BMW MINI! Geez!
Next time when I go South Bay MINI, make sure I stick doller bill on my forehead, so those SAs know us MINI owners too bring profit to their dealership.
I complained to MINI USA, I would not recommend to take MINI to South Bay MINI for the service.