This all started when I got another stress fracture in my windshield and since I live 2 hours away from the closest service center, I made a list. I dropped the car off 2 weeks ago and of course, they denied my windshield. What gets under my skin though, is that this is the second time this has happened and it was covered the first time. The crack in the windshield looks exactly the same as when they replaced it first time. But this is where it gets upsetting...

My service advisor Scott seemed like he was noticably upset that I was having an issue getting MINI to replace my windshield. And it isnt about the money getting it fixed, its about the principle. MINI has a problem with this glass and they dont want to fess up to it.

My wife was more upset about this than I was, she feels that since I have had some issues, like my brakes sqeaking for a good 10k miles and the windshield problems. Scott has always been great about getting me a loaner car and letting me keep it for a couple days extra, just because I am 2 hours away and it is tough for me to get time off work.

Back to the issue, my wife wrote a letter to MINI USA and the dealer saying how upset that she was about MINI service issues. The next thing that I know, she calls me and says that not my SA, but a BMW service manager called her and threatened to charge her $70 a day for the loaner, prorated back to when we brought the car in initially (2 weeks ago). Obviously, that threw her into a fit and I didnt feel as though that is a way to treat customers, so I called my SA and wanted to know what the hell was going on. He said that the letter didnt even go to him and that this guy was his boss.

Making a long story a little shorter, I got off work early and drove the car in to pick mine up from the dealer. When I got there, my SA had just went to lunch and wouldnt be back for an hour (convenient), so I had to deal with the BMW service manager that berated my wife. So I told him that that I didnt appreciate him calling my wife and threatening charges. He told me that the conversation was recorded and that she probably interpreted the conversation the wrong way. I told him that if she had to interpret it, it obviously wasnt presented the correct way and it probably was rude.

So the BMW service manager ended up waiving the $70 per diem charges after I told him that my SA said that I could hold onto the car for a couple days. He told me that if I need to bring my car into them, I will not get a loaner. Good customer service huh?!? So then I asked him to show me the impact on the windshield that created the crack (that was the excuse that they used), and I saw ink on the crack (the pen test) but he couldnt show me where the impact was. Then he said because of some pitting on the windshield, that was the impact that created the crack. So he was saying because SAND impacted the glass, that created the crack. I disagreed, and all he said to me was "Well what is your question?" and I told him that "you just answered it", got it my car and left, fuming.

So now my wife wants me to get rid of the car if this is the way that we will be treated. Also, Brecht was the only dealer to give us a loaner, so now we are pretty much blacklisted there and where can I bring my car now?

Sorry for the long post, just needed to vent.

Also, does anyone know if the MINI rep makes the call on the glass, or is that the dealers call?

 

Not that this is the main issue, but was your wife advised that the call was recorded? In most cases, it is illegal to record a phone call without advising the other party. May be worth mentioning if it may incline thime to change their tune.

 

The day that Scott Leclerc is no longer in the service department is the day I will never go back. If not for him, there service department and the dealer ship all together would be one of the worst that I've EVER been to. I won't go into details about my issues with Brecht but I can tell you that they had potential to go south very quickly but have ended with a good result ONLY beause of Scott. I'm sure he was upset when HE got the news that your windshield was not coverd. When ( if ) you get the call from Mini USA about your service let them know with your score .

 

I guess this makes Brecht an onomatopia (sp??)

 

Paulie is spot on with his assessment. My best experiences with Brecht have been with Courtney (she's aces in my book); but Scott is always right there to help as well. I enjoy working with Brecht's service team, but haven't had such great experiences with the Body Shop (that's another story entirely).

Just before AMVIV we took both our MINIs in to Brecht for work - just the standard oil change and pre-roadtrip inspection. I'd only had my MINI for 5 months and wasn't within the 350 mile range of free service so I knew going in that I'd have to pay for mine. But my husband's '04 was due for service. We knew something was wrong when we heard Courtney murmur, "oh no"....come to find out, we'd missed our in-service anniversary date by a few days. No more free service. She consulted with Scott; she made a phone call (to whom I have no idea); and then she said, "we'll meet you half-way on cost". I appreciated that. It's not much, but it's better than, "those are the breaks - take it or leave it".

In your shoes, evil - I would be calling Jim Wolleson the Sales GM (he goes to bat for customers whether it's service, body, or sales related); the MINIUSA Regional Director (I believe his name is Claude-something); and if not satisfied, a final call directly to Tom Brecht.

In the service industry it is nearly impossible to keep all customers happy all the time. But with Brecht Service things seem to be hit or miss. There doesn't appear to be alot of consistancy with regard to how they handle service situations. I like my service team and I've only had good experiences with Brecht, but I go in each time apprehensive, waiting for my luck to run out simply because of the negative stories I hear from fellow motorists.

I wish you luck in getting this resolved.

 

Actually that is incorrect. It is perfectly legal to record a phone conversation with only one party being aware of it in MOST states. Only 12 states require the consent of both parties. Those states are
California
Connecticut
Florida
Illinois
Maryland
Massachusetts
Michigan
Montana
Nevada
New Hampshire
Pennsylvania
Washington

That being said, I believe Brecht MINI IS in the state of California, thereby WOULD require the consent of BOTH parties!!

 

Just talked to my wife, she said that she is 1000% sure that she was not told that the phone call was recorded. So my next call is in to Jim W. ,then I will go up the ladder if necessary.

 

I was referring to CA

 

I just gave Scott all 5's today for his service. He was very helpful and added in some extra work for me at no cost. Fortunately, I have had stellar service from Brecht thus far. I also enjoy the eye candy at the service desks...

 

Scott has always gotten 5's from me because he earns them. After my "hydraulic motor mount issue" I never got a call asking how my service was. Hmmmm, I wonder why ? . I've yet to work with Courtney but she seems to be a very nice person. Scott has gone to bat for me several different times and I hope Brecht knows how valuable he is to there organization. I know they have lost a BUNCH of people that had worked under the late Fathers practice but since the kids took the place over the dealership has gone down hill.

 

I have already talked to Jim Wolleson and he does realize how important Scott is to the dealership. Jim is trying to resolve this issue. And I always give Scott 5's because he deserves them, it is just the a**holes above him that always make things an issue. And being in the car business myself, I do know how valuable CSI scores are, in respect to preferential treatment from the manufacturer and money in his pocket, so I would never do anything to take money out of his pocket because he deserves it.

 

sorry about your troubles evilmini22... dam... that sucks to know, since i will have be going there to get my baby checked. i was already not thrilled w my MA not allowing me to remove my bonnet stripes almost a month before my mini started production...