[minirog]

I don't know if this is in relative terms good BMW/MINI service or not but I'm a wee bit annyoyed that this has happened on my first trip to Lovetts and they're not compensating me for the inconvenience and cost (taxis) of a trip to the body shop next week. Please tell me if you think I'm being unreasonable or if I'm right to feel a tad miffed.

Took my MINI Cooper Park Lane in to D*ck Lovett in Bristol for the first oil service today on TLC.

I can't fault most of the service - they called me back very quickly after I used the online service request form at mini.co.uk and booked me in the following day. Lovely bloke (clasic Mini fan) on the service desk and the job was done in a couple of hours.

I went to pick up and apparently the car had had a hand wash and valet - great, although the wash wasn't brilliant (but I'm a bit festidious when I wash the car) but all looked good. That was until I noticed some noticable surface scratches on the drivers side of the car and some even more noticable ones on the bonnet, the latter accompanied by some residue of blue paint.

This was a pain and a shock (after all it's the first blooming time I've had the car in) but I went back and reported this and after waiting a few minuites was accompanied out to the car for an inspection by a very serious young BMW person. He took a look and then checked the service sheets and there was no mention of these marks on there so he admitted it was their fault. Come to think of it I don't recall any apology, he was just very serious and matter of fact throughout, even a little inquisatorial.

So, I'm booked into the body shop next week and they'll polish the marks out, all well and good, but I got a very firm (and serious) no when I asked about their covering the cost of my getting back to work from the garage after drop off and back to them for pick up. This is the bit that rankles since they're out of town, it's their fault and there's no other way of getting to and from them apart from either a lift or a taxi. I was told they might be able to sort out a lift on the day back to my work but only one way and they couldn't promise!

So, how about it - should I think about using another dealer or would that be an overreaction?

[sel]

oh no!!!

ive heard a few similar stories regardin different comapnies apparently valetting the minis! ... leaving marks/scratches/paint/residue etc
i had mine in once for the oil service and it came back ok ...appart from the water marks all over it!! grrr.... spent most of the afternoon polishing it again!
So next time im gonna see if they'd hoover it inside instead of washing it... il take her there washed and polished myself!
it doesnt seem fair that they wont pay out on a taxi for u or at least give u a lift (guarenteed!)

[minirog]

^ thanks

Water marks I can cope with but scratches are a little different, to give them their due they did admit liability but it wasn't done in the most customer friendly way. I could cope wit that but the lift business kinda annoyed me and I was put in the position where I felt they were doing me a favour rather than the other way round!

[jez_MCSc]

I also use **** Lovett Bristol and I must say that I am pretty sure that my wheels have been scratched at least a couple of time when it has been in before. I
If I was you I would demand that they cover all costs, can they not sort out a courtesy car for you? Might be hard as they are usually booked 2 weeks in advance there. As they have admitted they damaged your vehicle I don't see why you should have to suffer in any way for them to put it right. Maybe a call to Mini directly could get this sorted for your if you explain the situation? I have never done this before but I'd definately be thinking about it if I was in your situation, you take the car to the garage to get looked after not scratched! The least they could do is sort this for your hassle free.

[minicabrio]

I believe minisoopercooper has had similar issues at DL Bristol.... my car was never serviced there, I prefered Wellsway in Bath.

My local dealer did once scratch my car, looked like someone had used a dirty chamois on it. I knew they weren't there before as the weekend previous the car had a clay bar, polish and wax treatment which took hours! They booked in for a full valet and polish to buff the scratches out and provided a courtesy car.

[Minnie Mouse]

Thats awful minirog!!

I would be wanting a courtesy car or my taxis paid both too and from the dealership

[Olly.]

They never hand wash cars up at DL's Bristol, as you drive out on the left you can see the car wash

I always ask for them not to wash my car when it goes in.

[minirog]

^ today apparently the car wash was bust so they had to hand wash!

[minirog]

I spoke to them today and they were very helpful indeed and have now suggested it was a misunderstanding and they will give me a lift both ways (guaranteed). Not sure about the misunderstanding bit but they dealt with my complain very, very quickly and were very apologetic.

I think I've learnt one lesson for the future though - ask them not to wash the car 'coz I'd rather do it myself!

[I love MINI, Laura]

All I can say is at least they admitted damaging your car.

My dealer (at the time) Scotthalls Southampton scratched my bonnet and I had to fight with them to admit it was their fault. I noticed the scratch the minute I met my car after the brake fluid change and said to them you scratched my car and they appologised that day but when the service manager rang me the next day he said straight down without interviewing anyone that it wasn't them and nothing to do with them and called me a liar. I fought with them for a month, they were convinced it wasn't them and kept threatening to check the CCTV I wanted it done so they checked the CCTV but it was overwritten as they left it longer than a month so the fixed my car without much more arguement.

But they didn't check my car at all at the handover and said I should have asked for my car to be checked with them before the work was carried out. RUBBISH! That should have been company policy.

I do think you should get a courtesy car though as I did. Kick up a stink! Your Poor beautiful Park lane!! Hope it gets fixed asap!

[minirog]

Quote: Originally Posted by I love MINI, Laura (original)

All I can say is at least they admitted damaging your car.

Yes they admitted it once they'd checked the service details - they have one of those sheets car hire companies use that has a sort of pen and ink drawing of a car that they can mark with details of any damage to the car when it comes in. When they consulted that (in my presence) there were no details of damage where I found it so they admitted it immediately.

Quote:

My dealer (at the time) Scotthalls Southampton scratched my bonnet and I had to fight with them to admit it was their fault. I noticed the scratch the minute I met my car after the brake fluid change and said to them you scratched my car and they appologised that day but when the service manager rang me the next day he said straight down without interviewing anyone that it wasn't them and nothing to do with them and called me a liar. I fought with them for a month, they were convinced it wasn't them and kept threatening to check the CCTV I wanted it done so they checked the CCTV but it was overwritten as they left it longer than a month so the fixed my car without much more arguement.

Woah, that's nasty, not a good advertisment for that dealership and hopefully it'll put people off tyhem if they read about this here! That's the thing when you're selling a car with an enthusist following, you don't really want to p*ss off people who'll post about it online!

Lovetts to give them their due have been generally very professional and it seems to be just the one person who was slightly less helpful, perhaps he was having a bad day!

Quote:

But they didn't check my car at all at the handover and said I should have asked for my car to be checked with them before the work was carried out. RUBBISH! That should have been company policy.

Agreed, thankfully Lovetts had proper proceedures in place, so again I can't fault that.

Quote:

I do think you should get a courtesy car though as I did. Kick up a stink! Your Poor beautiful Park lane!! Hope it gets fixed asap!

They're doing it on Thursday so not long. It's only surface scratches so not too bad (I guess a lot of people wouldn't even bother) but it's noticeable if the light is on the car and I want to keep the car as nice as possible.

A courtesy car would be best but now they've agreed to drive me I can't really complain and I might have ended up with a BMW or something instead of my MINI so it could be worse

When they drop me back home I've got a classic Mini in reserve that I can use for the day so it could be far worse :-D

[ParkLaneCooper]

Rog,

Thought you may have posted on here too! I must admit I have never had them check our car over and fill out one of those forms before, so I have definately learnt a lesson from your hassles. When I had a courtesy car from them recently, I walked round with the Service desk guy, but you wouldn't have noticed if there were any scratches as the car was filthy.... the car wash was obviously broken that day!

Stu's Dads is going into them in a few weeks for his supposed leak (his passenger seatbelt is soaked after heavy rain!), so we will ensure he also gets this form filled out as his car is unmarked. He is leaving them with it whilst he goes on holiday, so I think we will pay a visit to make sure they are looking after it!

Glad they sorted you with lifts in the end. Let us know how you get on next week.

[minirog]

Quote: Originally Posted by ParkLaneCooper (original)

Thought you may have posted on here too! I must admit I have never had them check our car over and fill out one of those forms before, so I have definately learnt a lesson from your hassles.

Well thankfully they'd done it without me asking. With the classic Mini I've never really checked with garages that they're taking note of what condition the car is in when it's gone in, but then I haven't had a wash done and then found new scratches on the bodywork. I guess it's all a learning experience and I have to say that generally Lovett's after service care has been excellent apart from the one bloke.

Quote:

When I had a courtesy car from them recently, I walked round with the Service desk guy, but you wouldn't have noticed if there were any scratches as the car was filthy.... the car wash was obviously broken that day!

LOL, that's apparently why they hand washed mine not that it did them a lot of good given the scratches!

Quote:

Stu's Dads is going into them in a few weeks for his supposed leak (his passenger seatbelt is soaked after heavy rain!), so we will ensure he also gets this form filled out as his car is unmarked.

Yup, good idea and i'd sugest asking for Richard who is the classic Mini fan and is very good.

Quote:

He is leaving them with it whilst he goes on holiday, so I think we will pay a visit to make sure they are looking after it!

Yup, do that.

I did suggest to them that this might have been down to some of their staff thinking MINIs aren't as important as BMWs but they were very clear in saying that's not the case - I hope that's ttrue because I've read posts here about some BMW dealers being pretty snotty about MINIs. Roll on MINI being a completely seperate marque is all I can say!

Quote:

Glad they sorted you with lifts in the end. Let us know how you get on next week.

Will do, fingers crossed it'll all be sorted properly and I'll be happy to return in future.

[minirog]

Okay, job done today and looks gorgeous - so a big thumbs up

Thanks to the people in the bodyshop, their manager (sorry I've forgotten his name but good bloke) and to Richard who looked after things today brilliantly.

So the verdict is good, everyone (bar one person who avoided me this morning funnily enough) has been brilliant particularly the people I've mentioned above - nice one and I'm happy to use them again (will avoid the car wash tho!)

I'm told that MINI will be moving lock stock and barrel to their new showroom down the road and that everything, including servicing etc., will be separate. Brilliant news I think and great to know that the people working on our cars will be dedicated solely to MINI

[Olly.]

Glad to hear its all sorted

Any idea when there new garage is opening up?

[minisoopercooper]

December Olly

[Olly.]

Thanks.

Looking forward to that opening, hopefully their service will improve as part of it

[ParkLaneCooper]

The new garage is going up quickly. It looks as though we may still have to drive through the BMW entrance though to get in!!

Stu's Dads is going in tomorrow, so fingers crossed it will come back ok. He has specified that he doesn't want a carwash!!

[minirog]

Now open and looking very good - went in for a look round when I passed on the day they opened.

The guys in there seemed to all have big grins on their faces and were extolling the virtues of being seperate from BMW - have to say I totally agree!

Now we don't have to go into the BMW garage at all with a new MINI workshop as part of the new building which is brilliant in my opinion

[Harpo]

As I craft this very post, my car is in the D!ck Lovett dealership in Hungerford.

They have fitted new headlights - complete assemblies -as my beams had dropped to a dangerous level (about 10 feet beam throw).

Each unit is priced at £125, and I had a quote of £377 including parts, labour and VAT to look forward to.

Imagine my surprise when they called me telling me that they had had a moan at BMW as both lights had failed simultaneously at about 40k miles, and that he had successfully negotiated that BMW foot the bill for the parts - six months out of warranty!

A big thank you to Aaron in Service at DL Hungerford, you've just sealed a new car sale.