Letter to MINI USA and Dealer . . .
3rd Gear
Joined: Feb 2005
Posts: 278
Likes: 0
From: Southern California
My MINI Dealer was (stress the word WAS) one-and-a-half hours away and the last time I was there, they never even did the work! They called me an hour before they closed to tell me they just didn't have time to get to it, they'd have to keep it over the weekend and try to get to it Monday. Mind you, I was already well on my way back to the dealership to pick up my car, knowing that they closed soon. I just figured they were going to work on it until closing, since they hadn't called me all day.
Their attitude was, "oh well". They really made me feel like dirt.
Their attitude was, "oh well". They really made me feel like dirt.
3rd Gear
Joined: Oct 2004
Posts: 200
Likes: 0
From: San Antonio Texas
Originally Posted by cr_03_mcs
The topper was I had to take the car back in to let them fix the SCRATCH in the bumper from all the loving care they gave it.
Sorry to rant but I feel much better
Thanks Doug
Sorry to rant but I feel much better
Thanks Doug
3rd Gear
Joined: Oct 2002
Posts: 289
Likes: 0
From: Milford, CT
Originally Posted by cheiron19
This is the text of a PM I sent to MINIDivision which is also being forwarded in letter format to MINI USA and Irvine BMW/MINI.
Let me preface this message by saying that I love my MINI. I have enjoyed driving and owning the car, but I have not enjoyed the dealer experience.
I have had the car into the dealer for a few items beyond the normal service items. For the most part they have been courteous, when I could get someone to deal with me.
As an example, the last time I was at the dealer I dropped the car off for a problem that I had experienced with the car. I had made an appointment for the next day so I dropped the car off the night before. It was early evening and when I arrived at the check in point, no one was to be found outside, with the exception of a runner who picks up the cars to deliver back to the customer. I went inside to try and get a service writer and found 4-5 people in the service writer’s area, but no one would even acknowledge my entry into the area or asked if I needed assistance. There was 3-4 people gathered around a single desk viewing something on one of the service writers computer, but they were to busy viewing this and did not offer to help despite the fact that I had been standing there looking around for 3-4 minutes. Finally I approached a service writer and asked for help. I would hardly call this customer service.
The problem that I was experiencing with the car was a noticeable loss of power and throttle response. I told the service writer of this problem and left the car for a check. I was called the next day, late morning, and told that nothing could be found wrong with the car. I was less then satisfied with this information and again gave examples of what I was experiencing. The service writer assured me that nothing could be found wrong with the car, that the car was functioning like a normal 2003 MINI Cooper S, that they had changed the air filter because it appeared that it may be clogged and the car could be picked up that afternoon. I picked the car up that evening and there was no noticeable improvement in the car.
My frustration with the car only increased and this past weekend I took it to a person locally who is familiar with MINI's. He took it for a test drive and within seconds of driving the car acknowledged that it wasn’t running normally. He poked around a bit and found the Vacuum Bypass Valve stuck in the open position. This took all of 20 minutes.
I will be calling my local dealer tomorrow to schedule another appointment to fix the problem they should have found the first time.
Here are some conclusions that I have from my experiences with the dealer.
1. If you are a MINI owner, you are not as worthy as a BMW owner, at least in the dealers eyes. You are an ugly red-headed step child that must be tolerated, but not loved
2. Warranty work will be done quick, down and dirty. We are not making any money on this, get it out the door.
3. We don't know a damn thing about this car other then it has 4 wheels and a plug for the computer. If the computer can't find it, or if it is not obvious, like a rod through the block, then there is nothing wrong.
4. You, the customer, are an idiot and must accept what we say. The problem you describe is your imagination and the car is wonderful.
I have owned three BMW products in the last 7 years. A 1973 2002tii, a 1985 528e, and this MINI. With the other two cars I never used a dealer for work on the car. I always had the cars serviced at independent BMW specialists. They seemed to know what they were doing, more then the dealer service people it appears, seemed to have a genuine interest in repairing problems, and didn't treat me like some country bumpkin.
My MINI has 35,000 miles on it and the warranty will expire shortly. After it does, I will probably take the MINI to an independent repair shop that specializes in MINI's. My chances of getting a satisfactory service and repair experience are better there then with the dealer.
Let me preface this message by saying that I love my MINI. I have enjoyed driving and owning the car, but I have not enjoyed the dealer experience.
I have had the car into the dealer for a few items beyond the normal service items. For the most part they have been courteous, when I could get someone to deal with me.
As an example, the last time I was at the dealer I dropped the car off for a problem that I had experienced with the car. I had made an appointment for the next day so I dropped the car off the night before. It was early evening and when I arrived at the check in point, no one was to be found outside, with the exception of a runner who picks up the cars to deliver back to the customer. I went inside to try and get a service writer and found 4-5 people in the service writer’s area, but no one would even acknowledge my entry into the area or asked if I needed assistance. There was 3-4 people gathered around a single desk viewing something on one of the service writers computer, but they were to busy viewing this and did not offer to help despite the fact that I had been standing there looking around for 3-4 minutes. Finally I approached a service writer and asked for help. I would hardly call this customer service.
The problem that I was experiencing with the car was a noticeable loss of power and throttle response. I told the service writer of this problem and left the car for a check. I was called the next day, late morning, and told that nothing could be found wrong with the car. I was less then satisfied with this information and again gave examples of what I was experiencing. The service writer assured me that nothing could be found wrong with the car, that the car was functioning like a normal 2003 MINI Cooper S, that they had changed the air filter because it appeared that it may be clogged and the car could be picked up that afternoon. I picked the car up that evening and there was no noticeable improvement in the car.
My frustration with the car only increased and this past weekend I took it to a person locally who is familiar with MINI's. He took it for a test drive and within seconds of driving the car acknowledged that it wasn’t running normally. He poked around a bit and found the Vacuum Bypass Valve stuck in the open position. This took all of 20 minutes.
I will be calling my local dealer tomorrow to schedule another appointment to fix the problem they should have found the first time.
Here are some conclusions that I have from my experiences with the dealer.
1. If you are a MINI owner, you are not as worthy as a BMW owner, at least in the dealers eyes. You are an ugly red-headed step child that must be tolerated, but not loved
2. Warranty work will be done quick, down and dirty. We are not making any money on this, get it out the door.
3. We don't know a damn thing about this car other then it has 4 wheels and a plug for the computer. If the computer can't find it, or if it is not obvious, like a rod through the block, then there is nothing wrong.
4. You, the customer, are an idiot and must accept what we say. The problem you describe is your imagination and the car is wonderful.
I have owned three BMW products in the last 7 years. A 1973 2002tii, a 1985 528e, and this MINI. With the other two cars I never used a dealer for work on the car. I always had the cars serviced at independent BMW specialists. They seemed to know what they were doing, more then the dealer service people it appears, seemed to have a genuine interest in repairing problems, and didn't treat me like some country bumpkin.
My MINI has 35,000 miles on it and the warranty will expire shortly. After it does, I will probably take the MINI to an independent repair shop that specializes in MINI's. My chances of getting a satisfactory service and repair experience are better there then with the dealer.
I agree with you completely! I have yet to fire off my letter to MINIUSA about Irvine's lack of service. In my experience with Irvine once an issue was brought up (for me it was washing my car when I requested them not to amounst other things) I'd never receive my follow up questions about service. I'd say their customer service results are terribly skewed.
I ALWAYS felt like the 'red-headed step child' (doesn't help that I am one! HA!) when stepping one foot on the lot.
I was there a few weeks ago to test drive an '05 and I noticed I was nearly out of gas. The way I was flooring it I was afraid I'd run out before I made it back. So I was kind enough to put my own $ into it. When I got back the little twerp that handed me the keys said I was gone long enough...Funny thing was one of the other sales guy had to run out to pick up a stranded couple because they had run out of gas. I didn't get so much as a 'Gee, sorry about that!" Or "Here's the $ you put in the tank." Or anything would have been nice.
They stink. Period.
Now I'm fired up!
Time to go write my letter!!!
-Cyn
5th Gear
Joined: Jul 2004
Posts: 611
Likes: 0
From: Citrus Heights, Ca.
Originally Posted by thefuturequeenofnebraska
Well, now you have all heard me vent. Thanks for listening. and oh yea- Niello MINI in Sacramento sucks. (well the service does!)
oh and one more thing- a Kia Rio makes a GREAT counterfeit MINI..
You should have seen all the compliments I got on it when I went to the last MINI meeting with it!
oh and one more thing- a Kia Rio makes a GREAT counterfeit MINI..
You should have seen all the compliments I got on it when I went to the last MINI meeting with it!
1st Gear
Joined: Mar 2004
Posts: 23
Likes: 0
In my experience, Irvine has been consistent in their miserable customer service. My wife has had just as bad treatemnt with her 528 so I don't think they are selecting MINI owners out for bad treatment. She had problems with her power steering. Both Irvine and Crevier denied thre was a problem. An independent shop identified the problem in 10 min.
I have had better experience at Long Beach recently. I think they have been making improvements.
I have had better experience at Long Beach recently. I think they have been making improvements.
2nd Gear
Joined: Mar 2004
Posts: 76
Likes: 0
Originally Posted by minihoopercooper
ROADSHOW Mini of Memphis TN is the best - I have had no trouble whatsoever! Todd Fulford is great!
In a perfect world there would be stipulation in the purchase contract that stated the purchaser could return the car to the dealer if they were not happy with the service dept. No questions asked. Just like Best Buy or Circuit City.
6th Gear
Joined: Jul 2004
Posts: 2,072
Likes: 4
Based on what I am reading about So. Cal. dealers, I am wondering if the same applies to dealers in the S.F. Bay Area. Any comments (good or bad) regarding MINI of S.F., MINI of Mountain View and/or East Bay MINI?
2nd Gear
Joined: Mar 2004
Posts: 76
Likes: 0
Originally Posted by caminifan
Based on what I am reading about So. Cal. dealers, I am wondering if the same applies to dealers in the S.F. Bay Area. Any comments (good or bad) regarding MINI of S.F., MINI of Mountain View and/or East Bay MINI?
https://www.northamericanmotoring.co...ad.php?t=40698
5th Gear
Joined: Jan 2003
Posts: 773
Likes: 0
From: Los Angeles, CA
Dealers I've had VERY negative experiences with..
1. Irvine MINI (no surprise there)
2. Long Beach MINI (refusal to perform service becuase "the problem isn't bad enough yet")
3. Crevier MINI (patronizing prickly pastards- 5 stars please!)
1. Irvine MINI (no surprise there)
2. Long Beach MINI (refusal to perform service becuase "the problem isn't bad enough yet")
3. Crevier MINI (patronizing prickly pastards- 5 stars please!)
6th Gear
Joined: Jul 2004
Posts: 2,072
Likes: 4
Originally Posted by lagunacat
There is plenty on all 3 of those dealers in this thread.
https://www.northamericanmotoring.co...ad.php?t=40698
https://www.northamericanmotoring.co...ad.php?t=40698
1st Gear
Joined: May 2003
Posts: 32
Likes: 0
From: Pasadena, CA
Dealer woes...
I had a similar experience with the Mini Dealer in Monrovia. I've had the mini in for scheduled service, squeaky window motors, a defective stereo, a full transmission replacement (bad sychro), multiple times for the dreaded engine knock at or over 3000 RPM, and poor throttle response after an ECU update for the YO-YO problem. I now have a bad wheel bearing in the left front, and I'll be dipped before I'll take it back to them. Their stock response is "all the 2004 Mini Coopers do this". 
2nd Gear
Joined: Mar 2004
Posts: 76
Likes: 0
Originally Posted by HAIGHTD
I had a similar experience with the Mini Dealer in Monrovia. I've had the mini in for scheduled service, squeaky window motors, a defective stereo, a full transmission replacement (bad sychro), multiple times for the dreaded engine knock at or over 3000 RPM, and poor throttle response after an ECU update for the YO-YO problem. I now have a bad wheel bearing in the left front, and I'll be dipped before I'll take it back to them. Their stock response is "all the 2004 Mini Coopers do this".
5th Gear
Joined: Sep 2003
Posts: 949
Likes: 0
From: Charlotte, NC
Originally Posted by caminifan
Interesting reading through your experience, lagunacat. I am new to MINIs with a 2005 MCSa on order from out of state. It would seem there is a universal reluctance to serve the customer that seems to afflict MINI dealers throughout California.
Either way, I have to say that my dealer (Hendrick MINI, Charlotte NC) has treated me very well. That's not to say I've had no problems, but they've made everything right with nothing but courtesy and respect for me.
3rd Gear
Joined: Apr 2004
Posts: 155
Likes: 0
From: Twin Falls, Idaho
Originally Posted by eMINI
Just out of curiosity, are these rotten dealers standalone MINI dealers? Or, are they sharing space w/ BMW dealerships?
Originally Posted by eMINI
Either way, I have to say that my dealer (Hendrick MINI, Charlotte NC) has treated me very well. That's not to say I've had no problems, but they've made everything right with nothing but courtesy and respect for me.
5th Gear
Joined: Sep 2003
Posts: 949
Likes: 0
From: Charlotte, NC
Originally Posted by TomAiello
Don't almost all MINI dealerships come with an attached BMW dealership, at least in the US?
Ditto. Every dealer I've ever dealt with (Hank Aaron in Atlanta, MINI of Murray in Salt Lake City, MINI of Nashville) has been excellent.
Ditto. Every dealer I've ever dealt with (Hank Aaron in Atlanta, MINI of Murray in Salt Lake City, MINI of Nashville) has been excellent.
Thread Starter
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2nd Gear
Joined: Feb 2003
Posts: 115
Likes: 0
From: Southern California
Received a call for the service . . .
You know which call I mean, how would you rate this service visit on a scale of 1 to 5.
Well, I did not tlet it go that easily and when the guy finally got off the phone he kew I was not a happy MINI camper. He told me MINI USA would call back to follow up, we shall see.
It was funny because at one point he asked me about the skill of the service people and I said "0." He told me they didn't go that low on the rating scale and I said "imagine that, but that's my rating of them."
When they asked me if I would recommend Irvine MINI to someone, I laughed and told him, "I recommend that people don't ever take their MINI to Irvine MINI."
Waiting for the phone call, not expecting it though.
Well, I did not tlet it go that easily and when the guy finally got off the phone he kew I was not a happy MINI camper. He told me MINI USA would call back to follow up, we shall see.
It was funny because at one point he asked me about the skill of the service people and I said "0." He told me they didn't go that low on the rating scale and I said "imagine that, but that's my rating of them."
When they asked me if I would recommend Irvine MINI to someone, I laughed and told him, "I recommend that people don't ever take their MINI to Irvine MINI."
Waiting for the phone call, not expecting it though.
2nd Gear
Joined: Mar 2004
Posts: 76
Likes: 0
Originally Posted by eMINI
I'm sure that lousy dealers aren't limited to California. And, I'm equally sure that there are some good dealers in California. But, I gotta say you guys do get treated like crap more than I would have ever believed. Just out of curiosity, are these rotten dealers standalone MINI dealers? Or, are they sharing space w/ BMW dealerships?
Either way, I have to say that my dealer (Hendrick MINI, Charlotte NC) has treated me very well. That's not to say I've had no problems, but they've made everything right with nothing but courtesy and respect for me.
Either way, I have to say that my dealer (Hendrick MINI, Charlotte NC) has treated me very well. That's not to say I've had no problems, but they've made everything right with nothing but courtesy and respect for me.
3rd Gear
Joined: Feb 2005
Posts: 233
Likes: 0
From: Orange County, California
Originally Posted by cheiron19
...
When they asked me if I would recommend Irvine MINI to someone, I laughed and told him, "I recommend that people don't ever take their MINI to Irvine MINI."
...
When they asked me if I would recommend Irvine MINI to someone, I laughed and told him, "I recommend that people don't ever take their MINI to Irvine MINI."
...
and I might not even recommend Long Beach. The other thread said no 2 Crevier .... Heck! Where are we gonna go to
? Oh dear Mighty MINI G'd, please give us a sign!
1st Gear
Joined: Apr 2005
Posts: 37
Likes: 0
From: Las Vegas, NV
Ferman Mini in Tarpon Springs, FL is horrible. I drive an hour and fifteen minutes to see them. I had to have a new right rear caliper put on my car, they knew this for a month and used it up anyways. So I had to leave the car for two days, drive back to work and up there again and got the 5 star speech.
3rd Gear
Joined: Jan 2005
Posts: 228
Likes: 0
From: Florida
Originally Posted by GLJones
Downtown MINI in Orlando has been awesome for us. Sean and the team in Service are MINI enthusiasts and take pride in their work. I have one of the first 2005s with the missing connector for the rear fogs. They have been unable to connect the rear fog as of yet (due to the factory issues) but have been straight with us and I can't ask for anything more.
Sorry to hear of the problems at other dealerships across the country. It looks like this happens more at the dealerships that sell BMWs and MINIs under the same roof.
Jerry
Orlando
2005 MCS
2005 MCSCa
Sorry to hear of the problems at other dealerships across the country. It looks like this happens more at the dealerships that sell BMWs and MINIs under the same roof.
Jerry
Orlando
2005 MCS
2005 MCSCa
*sigh* I just want my car fixed.