MINI2 - MINI Forum - View Single Post - Dealer Ratings (BMW

alcibiades · Aug 15th, 2006, 01:43 AM

Hello,

I have just read this thread to find a good service dept/dealer in SoCal. I bought my S two years ago from Nick Alexander Mini, and actually had a good experience. The sales staff were helpful, knowledgeable and actually quite fun people. I received a fair price (well over msrp, but it's a popular car I wanted badly, and I received a deal well below their usual markup). Their service department, however, has prompted me to shift my services to another dealership. I am as yet undecided, and I would appreciate any helpful feedback in addition to what I have found in this forum.

I will not name names, but suffice it to say they are, in my experience:

1) slow. For example, I took it in for a minor issue and when I booked the appointment I specifically asked that it be done while I waited as I did not want to leave the car for various reasons unrelated to this issue. I was given a date, showed up and was told I would need to leave the car overnight as they would be unable to look at it that day. Rescheduled, got a loaner and it took them 3 days (three roundtrips to the dealership for me.)

2) incomplete. I took it in for multiple issues early on, booked a couple of weeks in advance, left the car and received a call two days later (note issue 1) being told that they would have to order a part for one issue (obviously didn't believe they would need to fix something) and that they would not address my rattling speedo as they could not hear it. Picked it up, drove the service guy around for two minutes with the speedo rattling, at which point they said they would order the part. I said I didn't want to make another round trip for an issue they should have fixed, the service manager told me they would order the part, put my name on it and fix it when it came in for regular service in a couple of months.........they didn't fix it then either. They said they ordered the part, held it for a couple of weeks and sent it back. The same manager who made me the promise told me at that time they never hold parts as space and time are at a premium. It stopped rattling when I made a diy gasket to put under the ring.

3) they do the least amount possible. I have taken my car to them on multiple occasions to fix a problem. The "fix" it. I pick it up. Shortly thereafter the problem reoccurs. I take it back, angry. They really fix it. This last time was the final straw. My a/c broke. they "fixed" it. Three months later, hottest part of our heatwave year, it stops working again. I called them up, said come get the car, I'm tired of bringing it in repeatedly for the same problem, wasting my time, taking time off work, etc. Am told they will only pick a car up for regularly scheduled maintenance. Period. And that they stand by their service. Called 888-ask-mini. filed complaint.

I'm done with them. Unfortunately, I have had these experiences with them repeatedly, and I feel I've given them enough chances to treat me like a valued customer without actually getting said treatment. In my opinion one should not have to ask repeatedly for adequate service in any situation that is customer based, and that's all I want is adequate and competent service as promised by the manufacturer. Still love the car, though. Anybody got a better service department within a hundred miles of Santa Monica, California?

Thanks.

Aug 15th, 2006, 01:43 AM	#133
alcibiades * Join Date: Sep 2004 Location: L.A. Local Time: 09:22 AM Posts: 94 Offline	Nick Alexander (Los Angeles) Hello, I have just read this thread to find a good service dept/dealer in SoCal. I bought my S two years ago from Nick Alexander Mini, and actually had a good experience. The sales staff were helpful, knowledgeable and actually quite fun people. I received a fair price (well over msrp, but it's a popular car I wanted badly, and I received a deal well below their usual markup). Their service department, however, has prompted me to shift my services to another dealership. I am as yet undecided, and I would appreciate any helpful feedback in addition to what I have found in this forum. I will not name names, but suffice it to say they are, in my experience: 1) slow. For example, I took it in for a minor issue and when I booked the appointment I specifically asked that it be done while I waited as I did not want to leave the car for various reasons unrelated to this issue. I was given a date, showed up and was told I would need to leave the car overnight as they would be unable to look at it that day. Rescheduled, got a loaner and it took them 3 days (three roundtrips to the dealership for me.) 2) incomplete. I took it in for multiple issues early on, booked a couple of weeks in advance, left the car and received a call two days later (note issue 1) being told that they would have to order a part for one issue (obviously didn't believe they would need to fix something) and that they would not address my rattling speedo as they could not hear it. Picked it up, drove the service guy around for two minutes with the speedo rattling, at which point they said they would order the part. I said I didn't want to make another round trip for an issue they should have fixed, the service manager told me they would order the part, put my name on it and fix it when it came in for regular service in a couple of months.........they didn't fix it then either. They said they ordered the part, held it for a couple of weeks and sent it back. The same manager who made me the promise told me at that time they never hold parts as space and time are at a premium. It stopped rattling when I made a diy gasket to put under the ring. 3) they do the least amount possible. I have taken my car to them on multiple occasions to fix a problem. The "fix" it. I pick it up. Shortly thereafter the problem reoccurs. I take it back, angry. They really fix it. This last time was the final straw. My a/c broke. they "fixed" it. Three months later, hottest part of our heatwave year, it stops working again. I called them up, said come get the car, I'm tired of bringing it in repeatedly for the same problem, wasting my time, taking time off work, etc. Am told they will only pick a car up for regularly scheduled maintenance. Period. And that they stand by their service. Called 888-ask-mini. filed complaint. I'm done with them. Unfortunately, I have had these experiences with them repeatedly, and I feel I've given them enough chances to treat me like a valued customer without actually getting said treatment. In my opinion one should not have to ask repeatedly for adequate service in any situation that is customer based, and that's all I want is adequate and competent service as promised by the manufacturer. Still love the car, though. Anybody got a better service department within a hundred miles of Santa Monica, California? Thanks.