JD Powers has released it's annual Customer Service Index Study and US MINI dealers don't score well. The study measures customer satisfaction among new-vehicle owners with the dealer service department during the first three years of vehicle ownership, which typically represents the majority of the vehicle warranty period. Overall satisfaction is based on six service categories: initiating service, service advisor, in-dealership experience, service delivery, service quality, and user-friendly service.
MINI scored 8th from the bottom at 838 (based on an 1000 point scale) – well behind the industry average of 862. You can see the entire chart of scores here.
Of course what this means and how it happened can be debated to no end (and I'm sure it will be in the comments section). But what is obvious is that MINIUSA and it's dealers now must create and execute a plan of action to solve these issues to regain some respectability in this area.
You can download the entire PDF report here.
<p>i would like to know how BWM scored higher than MINI when it is the same service people. the dealer i go to has no line drawn in the sand like mini here, BMW here, just all the same.</p>
<p>It can be the same service people but attitudes change per brand. This much is obvious as the results have shown.</p>
<p>I would guess that MINI does not offer the dealerships the same incentives as BMW does.</p>
<p>my dealer has fewer MINI techs, and usually only 1 working on Saturday. perhaps MINI owners have to wait longer for service due to the ratio of fewer MINI Techs per total service claims?</p>
<p>Chad, I would have to agree with you on that statement. However, MINI also scored quite low in 2004 Consumer Reports. They were portrayed as unsatisfactory over-all, but all of the factors determining were at above satisfactory. Not sure how they do math there, but I would guess that it is much the same as at J.D. Powers… its a conspiracy… :)</p>
<p>Also, I would think that techs are techs at BMW/MINI, i mean you do not have separate techs at Toyota for Lexus/Toyota when the dealerships are combined, or Ford/Mercury/Lincoln. If your MINI/BMW dealership is doing that, then yeah — pretty upsetting!</p>
<p>I think this report confirms what we have been experiencing here on the front lines, at least in Southern Califoria. I think a lot of the BMW service departments treat the MINI as the irritating new stepson. They have to accept it but really don't want to and are not yet fully commited to it.</p>
<p>Only Certain techs are factory trained to work on the MINI's… allegedly. I do not have the facts as to who is certified and who is not.
BMW does seem to treat the MINI like an old annoying deaf mutt. And us MINI Owner's, as the little people who can't afford the bigger BMW machines. This will definately lead to the demise of MINIUSA unless it's rectified. No one wants to get into a purchase that will lead them into a path of ill respect from the company that should be taking care of them and allegedly prepping them for bigger BMW purchasing in the future.</p>
<p>well, I am in the middle of service nightmare, I have a '03 MCS w/the works and at under 6000 miles it has been in the shop (two different dealers) for faulty belts (twice) an oxygen sensor failure, and now dead steering. to fix the steering they had my car 5 days, did not give me a loaner (I had to pay for a rental, and it was almost $300.00 for a ford focus…) and when I picked up the car within 10 minutes, my low pressure light came on, my DSC light came on and there was a severe rubbing noise from the front. needless to say I immediately returned to the dealer. yesterday I was told that their alignment machine was out of alignment (do I really want to know what got damaged?) so do they test drive these things after a repair?</p>
<p>In St louis the feeling is the same. They are not very friendly and seem bothered when I ask them to check things out. This is the second time I have asked them to check my windows and sun roof they all make lovely music when opening and closing. Again “there fine we checked them” but they did nothing. Also they have never gone over the service book or even asked to look at it?? I have had better service at jiffy lube.</p>
<p>i can't personally comment on the maintence/shop aspect of service, but as a person who is currently going through the negotiating phase of getting into a mini, i would have to agree with the overall rank/perception. this is a hyped-up, marked-up, luxury toy. let's be honest. mini dealers don't have to sell minis (they sell themselves) and that's the attitude they take. therein lies the problem. they remove themselves from negotiation and feel that they are somehow above you, the elite guardians of machines reserved for the few, if you will. they're not concerned with pleasing the customer in any way they can to earn their business because as one dealer put it, if they (the dealer) doesn't get my business, they'll get someone else's. simply put, the premium is not on the customer's satisfaction, it's on the royalties they earn from grossly marked-up vehicles.</p>
<p>Voro,</p>
<p>I'm so sorry to hear about this. I do not think that they even take into consideration their past/previous “fixes/mistakes”. IF there is any damage done due to their negligence… bad alignment, etc… They will TRY to peg YOU with the damage. Catagorizing it – DRIVER ERROR. It's a DAMN SHAME that they are not supplying you with a loaner or taking care of rental costs. If you brought in a Z4 you'd be rolling out in a loaner. It's shamefull.</p>
<p>I feel your pain. I was in the same 5 day situation regarding a clutch that failed after 8000 miles. It was resolved after fighting for it… which ended up in a “good faith” fix. Ridiculous.</p>
<p>Good Luck with your journey into the MINI Service Nightmare… it's enough to push people away from both the MINI and BMW Brand.</p>
<p>No surprise there for me! First trip the dealer and came away with a new ding in the side of a 2 month old car and a rear bumper gouged by a screwdriver to remove the chrome strip. Niello MINI was always understaffed with mechanics and anyone in the back that knew anything.</p>
<p>i want to add one more thing. i don't think it's a reflection on any one dealer as a person. in fact, my dealer is a good guy. meaning, i don't think these mini people are BAD people. i think they (the dealers) just have to remember that without the customers, they have nothing. the market will turn the tide if they keep this trend up.</p>
<p>I feel that I've been treated the same as the BMW owners when I've taken my MCS in for servicing, i.e., very well. However, my impression is that they're still on the steep part of the learning curve with the MINIs.</p>
<p>I hear that!</p>
<p>Until I found Tim West at Asseal BMW/MINI I was going to drive 20 miles to another dealer that gets high marks from
SoCalMiniManiacs.</p>
<p>I also found out that they work on commision like salespeople. I wonder if the is just them or all dealers?</p>
<p>Tim has been great but I see alot of MINI owners, there, with angry looks. I mean 4 trips to get a bubbling seat base fixed?!…RB</p>
<p>Assael has been pretty good to all in SoCal. I try to send TMMZ guys and gals there when they have a service issue. Bought my MINI from them also, so have to factor that in somewhat. But this is not to say they are 100%.</p>
<p>I have to agree with the ugly stepchild theory. Having the lowest cost car at the dealer and getting crappy service seems to be a regular BMW “thing”. My last bimmer was the 1.9L Z3, right at the bottom of the price barrel. I had to fight to get them to do most repairs while 5 and 7-series owners were escorted around like royalty. And this from the dealer I bought the car from!</p>
<p>Chad et al –</p>
<p>The dealerships may share the same building, but the attitudes towards the two groups of customers is distinctly different. If you own a MINI, you get treated like a second-class citizen.</p>
<p>BMW owners get loaner cars, while MINI owners do not… we must PAY for a rental car. Then when we make an appointment a week and a half in advance (telling the service techs a rental will be needed) the rental car company isn;t at the dealership, and doesn't show up for an hour. </p>
<p>I want to know who decided on this lame strategy?! I spent just about as much on my new 2003 MCS (all three packages and then some) as I would have on a brand new 3 series – but the 3 series owner get's his/her ass licked by the dealership/service people while MINI owners get treated like bastard stepchildren.</p>
<p>Wasn't MINI customers afterall that have really made the BMW Group's financial year?</p>
<ul>
<li><ul>
<li>Michael</li>
</ul></li>
</ul>
<p>Michael – loaner cars policies differ from dealer to dealer. For example there are many dealerships that give out loaner cars to MINI owners without hassle. Then there are others that only give out rental loaner (paid for). The thing to remember is that each dealer is an independantly owned business that makes their own policies.</p>
<p>Wow. All your comments aren't terribly encouraging to a MINI-owner-to-be. But, is it me, or are most of you guys hailing from California? I haven't heard any complaints from Canadians (such as myself)- are there any fellow canucks out there with the same frustrations? (eh?)</p>
<p>The best things about Downtown MINI in Orlando are that BMW is nowhere to be seen (they are several MILES away) and that Downtown MINI has dedicated MINI service people.</p>
<p>Man, these ARE some horror stories. I guess I should count myself lucky that my dealership in North Texas not only has loaner MINIs for warranty work, but also valet your car in (they come and get it, leaving you a BMW loaner) for scheduled maintenance. </p>
<p>My advice for buyers-to-be is to NOT SETTLE! If a dealership gives you attitude, let MINI know when they call with that survey. Service advisors and their management have bonuses tied to those survey scores. Make your voice heard while you're getting what you consider bad service, and if they don't fix it then, make your voice heard on the survey.</p>
<p>I've noticed my dealer in SE Virginia make a great effort over the last 6 months or so to improve their MINI service, and treat MINI owners every bit as nice as a 7 series customer. I'm very impressed. They have hired a MINI only service adviser who stays on top of the peculularities of the MINI.
I've heard stories of how bad they were previously, and had some negative experiences at first myself, but wow have they improved… so there is hope =)</p>
<p>I would second the advice from Foolsdragon. Don't settle. I have seen someone moved to less customer facing areas of a dealership solely due to customer complaints. </p>
<p>And in terms of treatment by the dealership in general talk to MINIUSA about it. I'd sure they'd be very interested to hear of desparity in treatment compared to BMW owners. </p>
<p>But I have to share my thoughts on this since everyone else is:</p>
<p>I've had more service experience than I care to remember and I have to say that the place that my dealership has let me down more than any is in the actual work performed in the shop. And to Doug's point this is typically one of the better dealers for service in the area. Several times now I've left my car at the dealership only to pick it up with the same issue that it was brought in with and sometimes part of the work not even performed. </p>
<p>But by and large things are done well and right the first time. And the service advisor that I deal with most goes way way way out of his way to make sure things are right. Given that, my dealership generally gets high marks on the majority of visits.</p>
<p>And to those that are about to purchase their MINI and are concerned about what they are reading – I wouldn't worry to much. Most of what you'll hear in threads like this are the horror stories since those are the most fun to tell :)</p>
<p>Thanks, gabe! Maybe I won't get that 325 after all! Hmmm or should I?</p>
<p>Doug…</p>
<p>I can only speak from my ponderous dealings with Assael. In the last year I have also spoken with about 10 other people while waiting for my car in the customer “Lounge” and they had the same opinion as I professed. It seems if you have no problems with your car they are fine if you have problems it's tedious getting anything done.</p>
<p>So to me, the statement, “Assael has been pretty good to all in SoCal.” Doesn't hold water! </p>
<p>My statement was not a blanket statement but a statement of what I know to be true.</p>
<p>Glad you have had good luck, but I recommend people stay away but if they do go there I suggest Tim West, a good person. I can catalog my dealings with them if you want.</p>
<p>Gabe…I have called and emailed MINI USA and I get SPIN and on MINOR occasions some help. I'm, maybe too congenial and try to be patient, and I'm not a patient person, it gets old.</p>
<p>I love the car, I can't imagine driving anything else, and it finally has most bugs, except for the stumble, out of it but the early days were very aggravating! </p>
<p>And that's my 2 cents worth! As Edith Ann said, “And that's the truth!”…RB</p>
<p>Gabe…</p>
<p>I would give kudos where deserved, as did with my service rep, but all in all I'd have to give them a big fat 3 out of 5.</p>
<p>I got extremly good service for Penske's Longo Toyota on my 4Runner, never had a complaint in 7 years…RB</p>
<p>I recall something like only one in five BMW could become
a MINI dealer, and to make the cut, the BMW dealer had to have a good service record.</p>
<p>Since MINI dealers are few and far
between,
motorists live relativel far from their nearest dealer,
and a trip back to the dealer
to correct a careless or incomplete repair
is major pain (eg 3 hour drive in a broken car)
for many.</p>
<p>BMW service in general I found
to be only average when I had a 3er.</p>
<p>My car was in the shop for over a week, I was not provided a “loaner”, however rental WAS paid for by BMW/MINI. I got a Dodge Dakota V8 🙂 LOL big change. BMW/MINI has always treated me well! You all need new dealerships.</p>
<p>I got the survey and my answers were at the good end of the scale in almost every category. I thought seriously about copying it for future reference but didn't. It's the second Power survey I've done and I do think their questions/topics could be worded better.</p>
<p>I bought my MC '03 at Patrick in Schaumburg and have it serviced there. It has 38K on it as we speak and it's only had two probs in the first 10K >>> power brake booster was replaced after I told them the on third trip what was wrong (thanks to NAM guys diagnosis) and an emission part was replaced when the 'check engine light' came on before 5K. </p>
<p>I always wait for the service cause I live a few hundred miles away and it's never been more than an hour with a scheduled appt and less than that to change dead bulbs,etc.</p>
<p>No significant complaints here about either the MINI or the service at Patrick.</p>
<p>I agree with Gabe that “service” depends from dealer to dealer.
As a previous owner of a Honda,
I feel I am treated much better at my MINI Service Dept. than at Honda.</p>
<p>One suggestion I can make actually comes from my mother-n-law. She had great success doing this and expects she will again with her next car. At time of purchase, ask to meet the service manager. Introduce yourself and have a conversation, even if brief. Have him explain the typical service process and procedures and build some rapport. I suspect one will find they will have a radically different experience by knowing your service manager from day one when you are in love with your new MINI and have no problems, etc. My MINI is in the paint shop this week and ships from the UK towards the end of next week (fingers crossed) and when it arrives at Patrick MINI in Schaumburg and is delivered to me, I will do as I suggest and if I get snubbed, I will let you all know. :o)</p>
<p>Ditto,foolsdragon and Gabe.That's why Hank Arron's MINI was my choice over Global Imports MINI in the Atlanta area. What closed the deal was when Mr. Arron came over personally to tell me that he,”…was grateful for me spending over 20 grand with his dealership…” Plus,”…he would do everything in his power not to let me down.” After 26,000 miles,a new transmission,a new clutch,a new Darango to drive,a warranty that paid for everything;also,excellent service from the Arron MINI staff—Mr. Arron and his team still haven't let me down. Therefore, as a reward for his wonderful staff and service,his dealership will get my 30 grand check for a '05 MCS JCW ragtop at the end of the year.</p>
<p>Having worked in a MINI dealership I can tell you that YES, they do have MINI specific techs and BMW specific techs and that at some dealers, in fact most…MINIs take second in line to the BMW customers when its comes to service. That being said, after being fed up with my local dealer I took my MINI to PRESTIGE MINI in Mahwah, NJ. This dealership is a MINI ONLY dealership and has the TOP RATED tech in the country for MINIs on their staff. Never once have I had to wait more than a week for an appointment and not once have they not fixed my problems promptly. In fact one day I called and they had me in THE SAME DAY. They also give loaners. An OUTSANDING dealership in my opinion and PRESTIGE will get all my future business. I feel lucky to live close to a dealer like this when 99% of MINI service departments seem to be very inadequate.</p>
<p>Antsmini validates a point I have spoken about before.
If MINI dealers also were Independant MINI service centers, we might not even be discussing these problems.</p>
<p>Granted, MINI was launched in the “USED” BMW lots and many continue to hold some of those used Bimmers on their lot. If BMW see's the upside to amancipating the MINI dealerships they may see an upside to customer satisfaction!</p>
<p>Lexus is a Toyota… but independant.
Infinity is a Nissan… but independant.</p>
<p>I believe it does make a huge differance. </p>
<p>We can only hope for some sort of MINIindependance in the future.</p>
<p>-Doug</p>
<p>Although I have read complaints in the past (on forum sites) regarding the service at my local MINI dealership, the only thing that I can say is I have been quite satisfied. Not only have I always been provided with a loaner (although with the stipulation of reserving one in advance of my appointment…which doesn't work out for emergencies) but also, the last service I had, I was given a BMW loaner which my service rep apologized for as it was not a MINI.</p>
<p>I really think that each individual's experience depends on their local dealer and that dealer's operation. I wouldn't mind seeing a dealer comparison in terms of rating BMW service vs. MINI service. I'm sure a low ranked dealer regardless of service to BMW or MINI is a low ranked dealer.</p>
<p>this does not bode well. i ordered a 05 MCS that shold arrive at Patrick in CHI in about 3 weeks, but i live in STL. </p>
<p>i opted to drive the extra 4.5 hours 1. to avoid a $500. dealer mark-up in STL and 2. i bought the car to drive it, so what better way to start:></p>
<p>i am wondering if this decision will cost me more in aggrivation than the $500 i saved. once i bring it into the STL dealership (where i live) will i be an even lower priority as i won't have purchased the car at their dealership (and they know it)? </p>
<p>when i had a volvo S60, i got the same service at several dealerships in TX and MO regardless of where i purchased. hope this report raises questions at MINI and BMW.</p>
<p>so gabe, perhaps you need a new section on motoringfile based on dealer experiences organized by dealer so folks can share the good/bad/ugly.</p>
<p>I've had few problems with Patrick MINI in Schaumbug, IL. The service guys act about the same as they did when they used to work on my old BMW — they were consistently slow.
:-)</p>
<p>That said, they have treated me well. As long as I'm not in a hurry for them to get something done in exactly the time they estimated, I'm alright. (They're usually off by 30-60 minutes.)</p>
<p>I think that they've just reached their capacity and are in dire need of more space to handle the customer traffic. There were a lot of cars that visit these guys when they just worked on BMW's. Now they have to accomodate MINI's.</p>
<p>I'll second the crappy service. I had to wait almost a month for my first scheduled service, and they happily ignore any requests for appointments sent thru their website. Not to mention that it took them about 3 months to replace a part that should have been noticed upon delivery (I had a Cooper part attached to my Cooper S), and a rear window leak that they said they couldn't find (but the water seems to find it just fine..).</p>
<p>Gabe does your local dealer in Chicago (Knauz) give MINI or BMW loaners? I don't know if dealers should be marked down for not giving loaners; I believe most dealers don't give free loaners. What I think is most important is the service they do on the car and the way they treat you. Saying that I am very happy with the service my dealer has given me.</p>
<p>Uh… And the finding of below average service record is a surprise because? I would rate the BMW service record (in my experience) at only average (I had a 5er). Even lower score for MIIi does not surprise me.</p>
<p>Part of the problem was that MINI technicians are <em>NOT</em> the same as BMW. So a BMW dealer might have 10 technician for BMWs but only 2 for MINI.</p>
<p>Since these are newly trained technicians, they don't have much experience when it comes to repairing MINIs. After all, an BMW technician can draw knowledge/insight from previous generations of BMWs. A MINI technicial can draw knowledge/insight from what? BMWs?</p>
<p>So add these two factors up, you have a disaster. For repairs, not only do you have less experienced technicians, but also fewer number of technicians for MINIs, which means that repair may not be as well performed. Technicians overwhelmed.</p>
<p>Add on to that, you have a staff that's mainly trained for and better informed for BMWs, make it a pain to get anywhere near the bottom of any sort of problem.</p>
<p>So customers have to bitch and scream at service advisors, then deal with below par quality of repair, and wait, wait, wait and more wait for their cars to be returned to satisfactory conditions.</p>
<p>There seems to be a great variance both internationally and across the US in perceived quality expectations in dealerships, My UK experience is generally very good, but some aspects appear to be coloured by the way the customer approaches tackling the issue. In my experience, if you ask a dealer to fix a problem in a nice way and are reasonable, they inevitably play ball and are nice back, conversely, a customer with a bad ass attitude will create the same response from the dealer contact. Having said that, some UK dealers seem to have a problem with MINI and BMW coexisting on the same plot of land in that there are two levels of service. If I take in a BMW for a fix, I get coffee, newspapers, and comfy sofa with TV while I wait, If I take in a MINI, I am left to my own devices once the car is taken off to be fixed. Loan cars have never been a problem however, its seems quite normal for some dealers to give a very high spec car in the hope that they will tempt you to trade up. Got a JCW 'S' demo car once, that made me think very hard about trading up I can tell you ;-)</p>
<p>My local dealer is quick to schedule appointments. You arrive at the combined BMW / MINI dealership and are welcomed graciously. The service writer notes your problems and inquires if you would like a loan car (BMW) or wish to wait for service. </p>
<p>I usually wait and enjoy Starbucks coffee and doughnuts. </p>
<p>The service writer comes to the spotless waiting room in about an hour or two and says “Your car is ready and it has been washed and vacuumed”. You are offerred bottled water for your trip home. </p>
<p>So what's my gripe? Paying $100 per service hour and finding things still wrong. Like open access ports and the big dent on the steering wheel air bag cover. The parts your MINI needs appear to have to be special ordered. Every time. So that requires another trip to the dealer. And more wasted time. </p>
<p>It must be a very comfortable position to be the only game in town…</p>
<p>Well said Stuart – I think it never hurts to build a good rapport with a service department. My approach has always been sort of a modest one. I'll go in and take them through some issues and possibly solutions but then always say “but you guys are the experts so I'm sure you'll figure it out” or along those lines. Also I'm always asking questions and always interested in knowing more. If there an issue with the car I'll ask to see it on the lift so I can talk with the techinician as well.</p>
<p>Patrick – I've always had great service there, both in sale and service. However I did have a BMW salesmen actually lock the doors of a 7 series that I was trying to look at once!</p>
<p>Knauz – yes they give MINI loaners if you ask specifically for them. However they are much more apt to give you a rental car due to the loaners generally being out. Either way they pay for it. There are some great people there in service and parts but it's taken the better part of two years to get to know them really well. Like any place it's about building a relationship.</p>
<p>Quite surprised like the rest of you on the MINI rating.</p>
<p>Have been going to Global here in Atlanta for two years and have seen a tremendous improvement on customer service. Though with the gain, it appears the actual repair success has dropped. </p>
<p>Recently, I have had to take the MCS'02 in for some issues. Can't seem to get it remedied.</p>
<p>After having the car software upgraded to V38, the car drives spectacular (though I read somewhere that the stumble returns after 500 miles. Suppose I'll find out). With the upgrade, I am having to get used to the car all over again in some respects. I've got POWER!</p>
<p>At Global the service advisors are professional and appear to do their best. Though it looks like their being overworked.</p>
<p>I am beginning to consider checking out Hank Aaron MINI.</p>
<p>I've taken my MINI in for service only once and it was a very good experience. The SA met me as I drove in and was friendly and knowledgeable. The car needed it's first oil change as well as a few adjustments. I also had a rattle in the dash and he commented that he'd like to have the car for a few days because it often takes several attempts to find the offending parts. He promptly offered a free rental so I wouldn't be inconvenienced. I couldn't have been more satisfied with the way I was treated.
Thank you Moritz MINI, Arlington TX.</p>
<p>Bear…</p>
<p>Yup “You'll have to come back, we had to order those parts we'll call you when the come in.” This after having my car for 3 days.</p>
<p>My dent was in the hood, they left something on the top of the supercharger and closed the hood on it. Then refused to fix it.
Also scatched my steering wheel when replacing my driver side seat and refused to cope to that.</p>
<p>I have an extended 100,000 mile warranty so this could be just wacky, wacky fun for a long time!</p>
<p>RB</p>
<p>Foolsdragon, would you be refering to Moritz or John Roberts? I am buying my '05 MCS from Moritz and would love to be assured of good service :)</p>
<p>I have to put in a ten star rating for MINI Peabody. They are a separate building, a couple of miles from BMW. They have an excellent and caring tech staff. I have no complaints about any work I have done there.
MINI Peabody do not, generally, offer loaner cars. But most MINI owners I know (of course the more fanatical ones) just hang out and have a great day at the dealership – recently I was there with another owner, Jim, and he bought lunch for all the techs when the food truck arrived!</p>
<p>As for special ordering parts, when I call to book my car in (or just drop by to chat with Gary) I make sure to describe any issues so the parts are ordered in already. This normally works, unless a nasty unexpected thing crops up (and any dealership might be caught then).</p>
<p>Seems to me that a dedicated MINI dealership is better all round than one “bolted on” to a BMW operation …</p>
<p>I've got to second ANTSMINI's feelings about Prestige. They are quick with to schedule a service and get the work done. Their service dept. is great – they have MINI loaners for you and a new Plasma screen with movies running in the waiting area. Rumor is – an Xbox is on its way…</p>
<p>Vasili is the top MINI tech in the US and he loves the cars. Anyone who met him at MOT and talked with him will most likely agree.</p>
<p>I have a very good experience with Concord MINI. My first week 02 Cooper had to have an idler pully at 2500 miles, transmission at 7500 miles and throttle potentiometer (car towed twice in a month), loose window, boot rattle and they have always been very accomodating. Paid for a rental and the staff has been very, very nice. So nice that I bought a 04 MCS from them a couple of months ago and the windshield had an air leak, fixed no problem. When the Cooper was towed in the truck scratched one of the wheels, Concord MINI repaired no questions asked.</p>
<p>If you want to experience bad service, buy a Honda S2000. After three years of a bum car and the most rude service department, we dumped the car for the MINI. It was the most expensive car in the line up and never a loaner, never a bath after they left the top down for several days, returned filthy dirty. No warranty service on the weekends! Can you believe it?</p>
<p>I love the MINIs and the dealers. It is fun to be treated so well for spending so little.</p>
<p>In North Texas, we have two dealerships. One tends to have a pretty bad track record historically, and the other seems to do better (see foolsdragon's comment above). However, it's VERY much worth noting that the loaners and valet service he mentioned is only available to folks who bought their car there. It's something that is done by the Sales dept, not the service dept. If you bought your car elsewhere, you're out of luck…you won't even get a loaner.</p>
<p>I have had nothing but excellent experiences with my selling/servicing dealer over the past 2 years, Lauderdale MINI In Ft Lauderdale, FL. They did have a rough start in terms of running the MINI service dept and issues but overtime they have really come a long way in cleaning up their act. They now provide a fleet of brand new and free Coopers and Cooper CVTs loaners (A few months ago I was provided with a brand new and loaded '04 Cooper CVT with only 50 miles in the odo), service is prompt and courteous, requests made thru their website to schedule service are answered within an hour or so of online submission, repairs are done right the first time, etc. I am very well acquinted with Joe Sparacino the service manager, Franz Laman the head MINI tech (This guy is sooo knowledgeable about the cars and has a very friendly attituted and loves to talk about the cars and answers questions about service related issues) and Aamir Khan my service advisor that always goes out of his way to take care of my 2 MINIs and keep me happy.</p>
<p>There are good guys and apples out there too, but looking at the big picture, MINIUSA has a BIG HOT POTATO in thier hands right now with the dissapointing results from the JD Powers survey.</p>
<p>The time has come to roll up your sleeves, revamp the organization and crack down on bad dealers, bad service depts, bad service managers and lousy mechanics.</p>
<p>i'm actually pretty demanding when it comes to my expectations. so much so that i can be pretty unreasonable and realizing that i temper my reactions (maybe too much) to things that upset me.</p>
<p>like this past weekend. i was in the area so i pulled in to have a couple things looked at. i've had a slow leak that's required re-filling every couple of days, and shoddy work done on a hand-brake boot replacement (original vinyl tore for no reason). it was about 10:30-11. i was told to come back next week as they already have a MINI in, 1 MINI tech, and given his lunch break will take an hour, they wouldn't be able to look at my car for another couple hours… like it requires a MINI tech to check the tire leak? wtf! the writer was very courteous (maybe even a little patronizing) and apologetic.</p>
<p>that said.</p>
<p>i've always been happy with the quality of service i receive at Knauz. the service writer is always courteous and is as helpful as one can expect. also, i never have any trouble getting a car, though i've never scored a MINI or BMW loaner, always the Enterprise Grand Am for me. Knauz even tossed in a free run-flat a couple of months ago.</p>
<p>(Knauz was doing some construction. i was in for service. when i left i picked up a 3/4 sheet metal screw. not technically Knauz's problem, but they replaced the tire for free, same tire with the leak though…)</p>
<p>however, i've stopped bringing the car in for rattles because they never get fixed. or if they do, they resurface within 50 miles. maybe they techs are incompetent, maybe they don't even work on the car, maybe it's the Beirut like streets of Chicago.</p>
<p>i guess this is consistent with others comments. the quality of service is typically excellent even if no actual work is done.</p>
<p>To comment on Gabe’s service experience. Two years is two years too long! I have stopped using Knauz for MINI service. They may offer loaners but the attitude of the department is less than helpful. After two wasted trips I was not will to take anymore chances. Patrick welcomed me with open arms and was willing to at least listen to my issues. Since then I’m happy to give by business to a dealer that knows that excellent service is key to keeping customers.</p>
<p>I've had mixed results with service. I'm originally from Chicago and used Knauz MINI. My first two visits were frustrating and then Gabe advised me to call the service manager directly. I did so and had great service ever since — and that's saying a lot as I've had my 2002 MCS in for service well over a dozen times! I've been to Patrick MINI several times and have always felt like I was “imposing” on MAs and Service Advisors so I no longer use them, although I have friends that think Patrick MINI is just great. They were rude to me – maybe because I look young and don't dress up and therefore I don't look like a paying customer?? Looks are deceiving!</p>
<p>Since I've moved to DC, I've been using Towson MINI. I had heard Sterling MINI was very good with service and Towson MINI was mixed, but the first time I called Sterling MINI (to get a new windshield put in) I was told the next appointment was a month out. Unacceptable to me, so I went to Towson MINI.</p>
<p>The first day I went Towson MINI, I wasn't treated very well by the sales department. I was looking for the entrance to the service bay and could find it — half their gates were still locked at 7:30 am forcing me to keep driving around. After that things got better and I feel like they treat me as well as they do the BMW customers — and as well they should! I'm sure I'll own a BMW or two before I die in addition to many MINIs. I think Knauz does a better job than Towson does, but Towson is acceptable. Knauz's service is great — and they (unfortunately) all knew me by name (poor Sebby!). My only issue was my MA at Knauz. He didn't know much, often didn't return my calls/emails and ignored me completely once my car had been delivered. I'll never buy a car from him again, though I won't hold it against Knauz as a whole.</p>
<p>I think there's a BIG difference in how I see women get treated at car dealerships verses men. Women get the short end of the stick, definitely! The stupid thing is that women have decision making power in cars more than 50% of the time (ask any husband!). This would make a good topic of discussion in and of itself… what do you think, Gabe? Has Tracy seen a difference in how's she's been treated at Knauz over you?</p>
<p>Well this news doesn't suprise me one bit. As someone who owns a 03 Mini Cooper that will be bought back by MiniUSA this month, I can totally relate to poor service. I'm glad to see that some people have good service departments. I can only wish I lived closer to your areas. My car was finally “lemoned” this month after fighting with the company for the last eight months. In the first eleven months of ownership, my MC saw 41 days in the shop. Most of these days could had been avoided if my service department (more importantly, my orginal service manager) had fixed the issues in the first place rather than trying the old “unable to duplicate” scenario. Once MiniUSA got involved with my vehicle, things finally started to get fixed. New transmission, rack and pinion, blower fan (2), torn leaher seat, and many others.</p>
<p>I agree that being cordial and paitent with your service department goes a long way. However, no matter how nice you are to the service advisor/manager, it's really a crap shoot if your issue will be fixed. Being on a management team that recieves federal “customer service” reports myself, I know what hits the fan when a company recieves poor marks. This report is surely reverberating down the halls in Mini's corporate office in New Jersey. There will be a corrective action plan and hopefully more training for Mini Service Departments. Hopefully, the will address my biggest concern – fix things the first time and hire more techs!</p>
<p>Deb – to answer your question I think she gets very well but I wonder how much of that is because they all know her as my wife. Regardless I still give them negative marks in the actual technical side of things and their incredibly burdensome corporate policies. The service advisors and parts department have always been great. </p>
<p>It's interesting because of Ken's experience. I'd say I was never treated poorly in the service area but for one person a few years ago – and he's no longer a Service Advisor there. But anyone can have a bad day and one obviously one person's favorite dealer can be another's most despised.</p>
<p>I wouldn’t say that I despise Knauz but I was sorely disappointed. In fact I just sent a customer to Dave yesterday. A mother and daughter, interested in my MINI, stopped me and they live near Knauz so I recommended that they talk to Dave. I agree with Deborah about MA's it makes a difference. My experience was similar.</p>
<p>My LAST comment on Assael…</p>
<p>My wife stopped taking her 3 series there after 3 screwed up service “attemps”. She now goes to another and is mildly happy. We won't buy her next BMW, which is in the near future, at Assael either.</p>
<p>I heard that one of Assael's MINI mecahnics won some award for top mechanic from MINI. I wonder if he is always on vacation when my car comes in?</p>
<p>My 2002 MCS has been spot on for 3 months now…fingers crossed!</p>
<p>..RB</p>
<p>Gabe…</p>
<p>So how about creating the dealer list someone mentioned? Is it possible to allow people to contribute dealer names then maybe rank, say 1-5 for overall satisfaction. It would be a boon to new Mini buyers like myself.</p>
<p>Thanks – James</p>
<p>I have worked with 3 dealers in the 17 months and 51,000 miles that I have had my MINI. All three of them (Flow in Winston Salem NC, Century in Greenville SC and Midwestern in Columbus OH) were excellent. </p>
<p>What compounds the poor rating is the fact that MINI still rates badly with their great warrranty and free service. Many of the cars that ranked above it do not offer so much. </p>
<p>I have owned a new Dodge, Ford, VW and MINI. So far, the MINI has been the best, as far as service.</p>
<p>Wow, these are some scary comments. I don't own a Mini but I was saving up for one … still, I've heard stories like this for every car out there, but not from the majority of owners.</p>
<p>for now i take buses, trains everywhere … i think i might just stick to it!</p>
<p>Joe – as I said before you're always going to hear the worst in threads. Keep in mind that 93% of all MINI owners are “<a href="https://www.motoringfile.com/2004/07/06/9337_of_mini_owners_completely_satisfied">completely satisfied with their cars</a>“. I'd urge anyone scared off by some of these comments to read some of the countless owner satisfaction awards MINI has garnered over the last couple of years.</p>
<p>Here are some examples: <a href="https://www.motoringfile.com/search.php?search=award">MINI awards</a>.</p>
<p>James,
There was a dealer rating system on NAM but it disappeared with the update and has not (yet?) returned. There was lots of good (and bad) information there …</p>
<p>As a soon-to-be owner, I am reading with interest the comments about Mini service. Having previously been a Lexus, Audi and Toyota owner, I have either never needed repair service or was so pampered that I didn't mind needing service! </p>
<p>I'm wondering if the seeming lack of fixing the nagging types of problems – rattles noises, etc. is due to Mini not adequately reimbursing the dealers for these type of warranty claims.</p>
<p>I also am a believer in the “I know you can fix the problem” approach with service dept. folks.</p>
<p>Joe….patiently waiting</p>
<p>I had a very similar experience as clipping path, the MINI dealer in Tacoma, WA could care less if you breath or not. The attitude of someone else will buy if you don’t was quite annoying. It was enough for my brother and I to walk away and we were both interested in buy a MINI. If the sales dept was this bad, I can only imagine how the service dept is…</p>
<p>I'm getting a slight sour taste in my mouth regarding Patrick MINI right now (I take delivery of my '05 MCS sometime in mid to late August). The finance department forgot to process my application (conveniently) until after the Fed adjusted Prime Rates up .25%, hence when they did process, my rate lock also went up. They admitted the date of the fax was sent and received prior to the rate bump, but they can't adjust the rate. I argued that they need to adjust the price of the car then, which I am paying sticker for as it is. It's only a few hundred bucks difference, but this is my few hundred bucks and the principal of the situation is infinitely more important. My MA, John, so far has been great and I would send anyone interested in a MINI to him. But his manager told him they won't discuss taking care of me until after my car comes in. I HATE games like this. I'm not buying a cheap car. This is a $30,000 MINI I'm buying and they know I am a BMW nut as well and that in 2 years when my fiance's car needs replacing, she'll likely take my MINI and I'll then get my dream Bimmer. Do they not want my future business? Granted this is not a service related issue, but it concerns me that if they screw with you on one thing, they screw with you on all things they can. My MA assures me it will work out to my advantage, but that's not comforting me any further. Anyone else had similar experiences?</p>
<p>My experence with the San Diego dealer was fairly positive except for the delay in getting an appointment for my 10k mile service. The earliest they could do the service was one and a half months after I called for an appointment and they had to keep it overnight. My only other option was to drive 100+ miles to LA.</p>
<p>Joe…</p>
<p>All in all I wouln't drive anything else! Buy the car you'll love it, the car that is!</p>
<p>I'm not going to SPIN anything just because I like the car.</p>
<p>…RB</p>
<p>I am so close to getting my new 2005 Cooper S. (ETA: Next weekend or 1st week of august)</p>
<p>So Close yet so far!</p>
<p>I got a call from Mini Peabody in MA, which is where i ordered my car from. I was going over some of the ground work…to find that they had left out my navigation system. This report about their poor customer service does not surprise me at ALL! </p>
<p>When I originally went to the dealership in May 2004, i placed my order:</p>
<p>dark silver
black top
xenon
fogs
sunroof
navigation
cold pack</p>
<p>I then got a call in early june saying that my order was place and in production. I was excited at first…but based on my research…i knew that 2005 production didn't start until July. I asked what year he had ordered me…and he said a 2004!…when i was at the dealership…i made it absolutely clear that i wanted a 2005!!!! So when i told him that i wanted that order cancelled he asked me “why!!” and said…”What's the difference!?! It's the same car..blah blah blah”…</p>
<p>This is my first car and i wanted everything perfect…now…i called him about my left out navigation and he admitted that it was his fault…but the only thing that he can do is order me a car for September delivery!!…he has offered no help in ANY way, shape, or form. AND on top of that he was RUDE! </p>
<p>Damn..if i didn't love the mini so damn much…i would told this guy to go screw himself!</p>
<p>actually, the 04' and 05' are very different. the bumpers for one thing, and the rear lights, and the chrome around the grill, and the accesories, and the rims, and the engine on the s, hey, ive put about 26,000 dollars in upgrades into my mini, and i only take it to the dealer when i need to. my mechanic friend does all the stuff that dosent screw the arranty for me, and i like his service way better, but i do have a mechanic friend who works at universal city mini, and hes very good, his name is tony. by the way, im a member of the socal mini maniacs</p>
<p>vordo –</p>
<p>“perhaps you need a new section on motoringfile based on dealer experiences organized by dealer so folks can share the good/bad/ugly.”</p>
<p>I've thought about this before and always concluded it would take just too much time. I suppose if someone (who knows HTML) were interested in creating it and then keeping it up-to-date for the site we'd probably be able to do it. Otherwise our resources our stretched thin as it is.</p>
<p>Well, I have to second Ian's remarks regarding MINI of Peabody, despite Sabrina's horror story.</p>
<p>Now, I've only had one service — a fix light appeared on my tach and I dropped in at 7am sans appointment. Gary said no problem, took me in, and changed my oil (5200 miles) — of course since they charged me $75 I'm sure they didn't mind .</p>
<p>They wanted to wash it but as it was going to rain that day I declined.</p>
<p>I had a scratch on my roof where a motorcycle mirror had hit me on the fly, and Gary came out w/ the touchup paint to address it just before I drove away.</p>
<p>While I was waiting (~1 hr) Gary came out and chatted w/ the small cadre in the waiting room — most service folks I've seen avoid the customer if they can!</p>
<p>Now, I haven't had any major problemo like a failed clutch at 8000 miles, but I'm of the opinion that MoP will not be a major problem to deal with.</p>
<p>After more and different dealer experiences with many makes, (going back to Stateside BL no less), than I care to remember, MINI and BMW are somewhat different than most. Every multi-make dealer seems to have a pecking order, so guess where the MINI is compared to a 3-Series, or a 3 to Z, or a Z to a 7 for that matter. Even so, I haven't had polar opposite experiences at Long Beach MINI versus Long Beach BMW servicing. We drive up there from San Diego for all three cars, the Cooper, the S, and the Sportwagen, rather than the local dealers, because we have been quite satisfied. Chris lost a window regulator on the 3-Series in the down position commuting one morning, and when Brecht, right down the street from where she works, told her they were taking appointments 2 WEEKS down the road, we almost laughed – it sounded so obtuse! She had to drop it off and hope for a same day result, which luckily happened, but not without a long series of phone calls, and nasty attitude on pick-up. That said, you roll the dice every time you take a car in for service. You can mitigate problems by developing a good relationship with your dealership's service dept., and that is VERY important. I was on the other side at one time, and lemme reinforce one point – I don't care how pricey your ride is, you will get better service if you do this as soon as possible. The mechanics and staff are often quite willing to take the extra step if you aren't an Adam Henry.</p>
<pre><code> BCNU,
</code></pre>
<p>Rob in Dago</p>
<p>Well said Rob. I think a good relationship with the service and parts department is more important than with sales – especially for a car like the MINI that sells at MSRP for the most part.</p>
<p>Gabe –</p>
<p>I can't tell you how many times a little good attitude has gotten me an extra bit of service and sales. 'Course, that doesn't mean taking any BS, either! HeHe!</p>
<p>Derek – </p>
<p>I bought a MINI 'cause I like the car, I don't care who makes it. I could easily afford a BMW, which I have as well, so your generalization is weak-ass. Next time you pass by, we'd appreciate it, and don't forget to write when you find work.</p>
<pre><code> BCNU,
Rob in Dago
</code></pre>
<p>Rob – I delete that message so no worries. No need for that trash around here!</p>
<p>A well done for you, Gabe! </p>
<pre><code> BCNU,
Rob in Dago
</code></pre>
<p>Don't bother posting childish rants to the site. They're going to be deleted.</p>
<p>This thread has tumbled around lividly here hasn't it?</p>
<p>What I'm seeing is good people not recieving the expected service. Service one would expect from a Brand that Prides itself with it's various awards and of course… US. At least until we've signed the paperwork.
The warranty commitment looks GREAT on paper. I have to disagree with Pete about universal. Universal is always the last place I'd want to take our MINI. I believe the service advisors are taught to deny as many issues as possible. Some do go the extra mile… let's face it, they are human. Compasion is a condition many hide. </p>
<p>If MINI would authorize Independant Mechanics and Shops along with the Dealerships, we'd be a much happier bunch.</p>
<p>I would love to see MINI open it up for mechanic certification. There are several NON MINI shops we frequent and prefer, but whenever MINI finds out we've used their services, they get bent and look for it to be ANOTHER reason to deny service.</p>
<p>The BEST service I've ever recieved was for my 2 Nissans. Hands down… A+ all around. Even with ALL the MODS I had on the 300zx. It's what I had grown used to in a service dept.</p>
<p>Wow, congrats Gabe, I think you've just had your first confirmed troll…</p>
<p>:)</p>
<p>Oh there have been others 🙂 We just try to run a tight ship!</p>
<p>BTW – interesting ideas Doug.</p>
<p>sabrina, wow. that sort of sounds like bait and switch, except they left you out of the loop on the switch part: sold you on your 05, then ordered you an 04 thinking you wouldn't notice! (ther are so many changes, how could you not!) but there may have been some other things at work. as someone who is about to embark on this slippery slope (and for others like me), i'm curious, when you looked at the final order and the associated paperwork, did you note the correct configuration/year? was it in writing? how did you know they were clear about it? finally, how do the other women feel about their mini-experience? does mini play the same gender bias as seen in the rest of the world?</p>
<p>Gabe</p>
<p>WOW…did I miss something with someone named Derek?</p>
<p>Sleeping is out from now on. Was the removed statement as much fun as the Nomad/MINI joust of a few months ago?</p>
<p>“and don't forget to write when you find work.” Now that's some good eats!</p>
<p>Doug…</p>
<p>Funny thing about dealers, as we all seem to be finding out, since my wife left Asseal she loves Universal BMW, I warned her that I had heard they were horrible….RB</p>
<p>I would still like to know what BMW/Mini policy is on reimbursement to dealers for warranty work that does not involve something actually broken or non functional. If they leave so called 'adjustments' of squeaks, misalignments and so forth that involve a lot of trouble shooting time to the dealers, then there is no incentive for them to take care of the situation. And given that Mini is in most cases a second line for these dealers as well as BMW, there is a lack of corporate culture of customer service. One only has to look at what Lexus did in establishing a luxury brand from scratch by going to any length to make the customer happy after purchase. Let's hope BMW learns this lesson before supply finally outstrips demand at some point in the future.</p>
<p>RB,</p>
<p>Interesting, I would visit Universal only if a certain mechanic were to work on the MINI. He is not there at all times, so scheduling would be vital.</p>
<p>Other than that, My complaints along with others are more involved than the occassional oil change or software update. These are problems that involve warranty and more critical claims.</p>
<p>I guess, I would not discount certain types of service at Universal. </p>
<p>A lot of MINI owners are now driving out of their warranties…
Passing the milage marks. Having to be enslaved into the Corporate Service Bays of BMW/MINI could prove to be quite costly… or over priced. </p>
<p>Find that Mechanic who is in tune with the likes of your MINI. Get to know him/them. Build a relationship with them so that you can trust them and they can appreciate the future business you can bring them.<br />
I've been fortunate enough to have been introduced to our Local Hero, Steve, thanks to one of our TMMZ members. He's as good (I'd say better than) any MINI Service Tech anywhere. I've been fortunate enough to have had worked with him on several occasions.<br />
It pays to know, appreciate and trust an independant mechanic.</p>
<p>I say… we all should find one.
Before all our warranties run out.</p>
<p>And lastly… it's TRUELY saddening that we, New Vehicle Owners, even have these discussions. The warranty issues in a new vehicle are there to protect us when and if ever needed. It seems like many of us new MINI owners have been needing to pull the warranty card out way to much for a new car.</p>
<p>We have a 2004-2008 owner's cost report [<a href="http://www.teammightyminiz.com/forum/viewtopic.php?t=417">LINK</a>]</p>
<p>My Experience with Peabody has been stelar all the way from Keith my MA to Gary in service to the nice ladies out front… they would not be the largest volume MINI dealer in the US if they were not doing something right</p>
<p>Though I was well treated by MINI of Orlando for my Oil change which was another Sole MINI dealer… I had more trouble at the Combo MINI BMW dealer near Dulles Airport outside DC . I was bumped at the parts counter for a “more important” BMW owner Who Was “in a Hurry” also something I needed was only in a locked display in the small MINI ghetto at at one end of the dealership the only 2 MINI folks in that area were too busy to unlock it for me for 10 min and BMW people on the other side said it was not their dept… I had the feeling that the folks selling MINIs there wanted to be selling the BIG BUCKS toys on the other side and that I was not realy welcome on the BMW side as I attempted to buy a few things at the parts counter</p>
<p>I too wonder how that report breaks down between Sole dealers and combo dealers but in any case lets hope that it is a wakeup call to MINI USA to get some changes made</p>
<p>If the sales numbers drop… I'll bet there'll be a big “overhaul”. </p>
<p>so stop buying MINI.<br />
(don't think that'll hold water)</p>
<p>Well I spoke with my dealer on that Friday and he was still no help, so I asked for the sales manager who had already gone for the day. Martin, the sales manager at Mini Peabody, was a great help. He knew about my whole situation right off the bat and really understood my frustration and dissapointment. He took the intiative to call me first thing Saturday morning, which I was really pleased about. I really did not feel like waiting until October for my car and felt that I could simply live without the navigation system, so he waived my prep fee and threw in mats and he is also getting me a new sales rep to work with.
Clipping Path: When I put my down payment down…the salesman that I was working with even told me that they were only placing orders for 2005. On my purchase and sale agreement ’05 was clearly written. He also told me that 2005s were being being sent into production in july for august delivery. When I had initially sat down with the salesman I specifically said, “I want to place and order for a 2005.” As soon as I had heard that the dealership was accepting orders for 2005’s, I went to order mine. Therefore, it was very strange that he completely ignored that detail. I’m not exactly sure of how other women feel…I’ve never really paid attention to the gender of the people who post in forums.</p>
<p>Doug…</p>
<p>Since we both live in LA what independent do you recommend?</p>
<p>I have a warranty for 100,000 miles so I'll be locked in that for a while. But would love to hear about your favorite shop, do they do BMW's? My wife could always use someone closer. We live in the Pasadena/Altadena area.</p>
<p>Are you a member of SCMM?</p>
<p>I sure hope it is not Platti! I think that crook finally went out of bizz.</p>
<p>Sabrina…</p>
<p>Sorry aren't getting what you really want. October isn't that far off, you deserve what you want, why settle for less? Life is too short..RB</p>
<p>Wow. Glad I live near Otto's where the MINI service is as good as the BMW service.</p>
<p>RB-</p>
<p>Oh No I'm not a member of XXXX.
I'm the founder of TeamMightyMiniZ
Click my homepage link above and enjoy.</p>
<p>I used to live in L.A. I am there very often.
I HIGHLY Recomend Steve's autoclinic in North Hills, CA.</p>
<p>You will find his lot full of MINI's next July 31/Aug 1. There is a M7 Install Party going on there. For more details, click my homepage link.</p>
<p>Sabrina –
I would refuse delivery of a vehicle that was not what I ordered. Sounds like they are trying to “stick” you with a Coop that will up their rating and drop your satisfaction.
Tell them it's NOT what you ordered and if they do not CORRECT it IMMEDIATLY, you will cancel, demand your deposit, and take your order elsewhere.<br />
Why be unhappy immediatly when you can be in bliss later?
Good Luck to you.</p>
<p>Clipping Path –</p>
<p>I don't think MINI themselves have the indifference or gender bias against women, but I think many individuals in the car industry do. They (service guys or MAs) never expect us to know anything and if they misquote something and we call them on it, they appear shocked. I'm not a big women's lib type, as I believe men & women are different physically and mentally (hormones & different wiring, etc)… BUT I do think that intelligence has nothing to do with sex. Unfortunately I meet many XYs at car dealerships that for some unknown reason believe women are missing the car gene. All I have to say is that if I was missing the car gene, why do I own an MCS?? As for MINI corporate, maybe the future MINIs could have the clutch distance be adjustable like some of the minivan pedals are — I have to sit too close (when considering the airbag) to the steering wheel to be able to fully depress my clutch no matter how I adjust my seat. I'm 5'2″ and have short legs so the seats are adjustable (and very good), but not perfect.</p>
<p>But no MINI dealership slapped me in the face as well as Honda once did. I went to a dealership a couple of years back looking to buy a used Accord Wagon. The sales guy told me there was no such thing. I assured him that there was. He got not one, but two, of his fellow sales buddies to tell me I was wrong. I asked all three to stay while I invited the manager to join us… who assured them that yes, Honda did, until 1997, make an Accord Wagon. I've been kind of put off by Hondas ever since.</p>
<p>So in short answer, YES, there are those who play the gender bias in the car industry. I don't believe MINI as a whole does, except maybe in oversight though. I think some dealership guys need a gender sensitivity course and I wouldn't be upset if the MINI engineers hired some more women.</p>
<p>Just had to pop in here to say that I've had exceptional luck with the good folks at Dreyer-Reinbold in Indianapolis. The appt process was easy, drop off a snap, car was finished in good time (and when they said it would be), washed and vacuumed when I picked it up and no surprises. Maybe all BMW/MINI dealers ought to be required to own IRL racing teams!</p>
<p>Thanks for letting me put in some good words for 'em.</p>
<p>…elmor fudwell. Do me a favor;and show up at Hank Arron MINI on a whim. Check out the sales dept. and tell them that,”…you're just looking,thank you…”;then,go through the double doors to the BMW section and strike up a light conversation with the MINI owners in the tech waiting section. Chances are pretty good that you'll get positive remarks about the overall experiances of dealing with Hank Arron MINI. Of course,that was the first step I've took in choosing which MINI dealership in the Atlanta Area I was going to do business with.</p>
<p>Thanks for the suggestion Dillon.</p>
<p>I'll be checking them out shortly.</p>
<p>FWIW, I will second Sabrina's comments about MINI of Peabody in general and Martin in particular. During the build-up period to MINI's launch in the US, I worked for a company that was headquartered in MA, and so frequently traveled there on business. At one point I was scheduled to relocate there with my wife… Anyway, one weekend we were in town house hunting, and decided to go see if MINI of Peabody was open yet. It turns out we showed up on the first weekend they were open. Things were so hectic that they were scheduling test drives over a week in adavance! After explaining our situation, Martin suggested we come in on Sunday before the dealership opened to get some less busy time with him and the cars. We showed up on a bitterly cold Sunday and went on a 1+ hour test drive with Martin all around Peabody, before the dealership had even opened for the day! He was the coolest guy to work with, and we ordered a Cooper S that day. Circumstances kept us from taking that car, but we eventually got the MINI we wanted elsewhere. Martin is still my example for going the extra mile for your customers.</p>
<p>regarding the rental car issue. my dealer, Princeton MINI has rentals for mini dealers. two auto coopers. which they have recently got'en. i say that because i had to get a new tranny only after 50 miles.something broke which they never told me what it was. yet as usual they claimed driver error, which it was not. but then offered to replace it for free. so in the end i feel that thier service is not that all bad.in fact pretty good.</p>
<p>My dealer, Checkered Flag MINI of Virginia Beach are outstanding, from the sales people to the service dept. They always give me a loaner car, and call promptly.
They are very friendly, and we now have 2 MINIs bought from the same dealership…….I also think a lot goes for your tolerance level, people seem to have no patience these days, and by that I mean substandard service should not be accepted, but people need a chance to put things right, and the recalls are not your dealers fault……..Thumbs up to Checkered Flag MINI for me….</p>
<p>I have purchased 3 Mini's from Hank Aaron and overall its been a good experience.
One service though was not good and that included leaving a lug not off the car and leaving a cap of an oil container on my shock tower!!!
That being said I was up in Atlanta evading Hurricane Ivan and they took my car in early for a required service 🙂
Dreyer in Indianapolis is top notch!!! I asked them on the phone on a late Wed afternoon to redo the service Aaron gooned up and they did so that day and verified all that was done and also told me the oil was a half quart low and they replaced my lug nut. Great folks and I felt on par with BMW owners at both. By the way my 02 Cooper S is for sale. I am getting a 05 MCS. The 02 is perfectly running no issues and has all updates including water pump seal and software.
If you worried about a Cooper or the S they completely ROCK!</p>
<p>Can a care dealer really not provide service just because I did not buy a car from them?
I just received a recall notice for my brand new 2005 Mini Cooper. The recall states that the transmission fluid may be low.
I called the local mini dealer, Brecht near San Diego, and they asked if I purchased the car from them, which I did not because they did not have one in stock, and they said that they are not accepting new customers.
Just great, the next dealer is about 100 miles away, that is if they even accept new customers. I then called Mini USA customer service and they said the dealers can do what ever they want.
I find it hard to believe that Mini Cooper/BMW would run an organization like this. This is a recall, what would happen if I actually try to use my extended service package that I purchased??</p>
<p>I have a new Mini S convertible with a slow leak defective run-flat tire.
Neither Mini nor BMW want to take any responsibility for the tire.
I have now found that this run-flat tire can not be repaired in the US.
The cost of replacing this tire is close to $500.
Certainly I think Mini/BMW is responsible for replacing this defective tire.
But, I really do not want to have tires on a car that must be replaced at $500 each for even a simple nail or other puncture. I think this run-flat concept is seriously flawed and that a recall is in order to replace these run-flat tires with a reasonable tire.</p>
<p>RWB – you can get a replacement tire from resellers like the Tirerack for probably well under $200. Further the MSRP from MINI on one runflat tire shouldn’t be more than $225. If it is I’d highly recommend going to another dealer.</p>
<p>I believe this can be looked at this way. Car dealerships in general rank low in customer satisfaction as compared other retail and service organizations.</p>
<p>Just because you have a BMW over a MINI does not mean you are going to get better service. We have a BMW as well, and it trully matters what dealer you go to and even the service manager you are dealing with respect to the level of customer service you receive.</p>
<p>I have seen and heard of many more bad BMW dealers then good ones. Most market areas only have one, or at best two, BMW/MINI dealerships. This effectly removes the compitition and the “forced” incetive for your local BMW/MINI dealership to improve their level of service. If enough people report their issues to MINIUSA then maybe BMW will take notice.</p>
<p>Wow i have a 2004 Mini s and i have hade many talk’s with the service manger at Brecht Bmw she is so rude they will not fix things that are going on with my car like a bad nav kit power st and clock that will not work. some places will give you a loner car not them forget you car if it’s down it takes 3 m to get an apt they are backed up but if you have a bmw you can get in today i drove from san diego to DESERT BMW OF LAS VEGAS
and they gave me a car and fixed most of what was broken in 2 day’s they were nice and helpfull why in ca are they so rude if you call miniusa don’t hold your breth you will be dead with a car that will not drive they can not help much at all and they do not have any mangers for the area like all outher’s do like toyota i should have just spent my $30,000.00 on my old toyota it would have been better spent now about the car i love it it just need’s to be backed up</p>
I live in the Cincinnati, Ohio area and Cincinnati MINI is an excellent dealer to have service done. Everytime I have gone into the dealership, they have treated me very well. Both John and Maryann are service advisors there and are great people to deal with. In addition, the technician, Nate; is very knowledgeable and always takes the time to address my concerns. Everytime my car is in for warranty work or maintenance, it is always repaired correctly the first time and I am always given a loaner.
I am also a BMW owner and as such I take my BMW to their sister dealership, THE BMW Store; which is located in the same building. While THE BMW Store is a good dealership, the folks at Cincinnati MINI have them beat as far as customer service and friendliness.
Because of their great service, I actually purchased the maintenenace extension which will take me to 4 years or 50,000 miles.
I am not surprised!
Mini of Sterling (virginia) IS HORRIBLE. Not only are their service representatives RUDE and condescending. Because I am a female, they always put me through to a female service agent.
I had an emergency and needed a new tire, but they were unwilling to check inventory or help me out.
I called Goodyear instead and will have the tire and service for about $100 less than the dealership.
Its too bad, because I really love my Mini. This makes me reconsider buying a new car!
I have had both very bad and very good dealership experiences with MINI of Universal City. Agreeing with someone above…Tony Fernandez was top notch and helped me out for the last three years. Alas, with the dealership now separated out (BMW on one side of the street and MINI on the other side), I can no longer work with Tony, as he is on the BMW side. I have, so far, had some very bad experiences with one of the MINI reps; the other MINI rep? I’m still waiting to see.
With regard to being treated differently because I am a woman (and also older): some reps will give everyone the runaround, not just women. I usually try to find a good rep by asking the shuttle drivers who they like. If a driver likes a rep, chances are the rep treats the mechanics, shuttle drivers, customers and everyone else with respect. I also ask tow truck drivers who they like; same reason. I recently bought the Service Manual for my 2003 from Promini (through advertisement on this web site). As I’m very handy, I’m looking forward to finding out what goes on under the hood. I’m hoping this will make it easier, hopefully not harder (sometimes male service guys are uninformed and take it real hard if you know more than they do), to get some good service.