Has anyone else had a problem with their dealer service???

[george]

Has anyone had a good relationship and good honest work from a dealership in West London i.e. Chiswick, Richmond, Wimbledon, Ealing etc.

Thanks

[PureCyn]

NOT the place for serving your Mini.

I Bought Mini S from roomie. She backed into something in the garage and slowly the parking sensors became intermittent . Made appt. Showed up b4 they opened (after working night shift) and proceeded to wait 4 hrs (fell asleep in the waiting lounge ) until I was even talked to about what the problem was . initial estimate $165 to diagnose which would be applied toward repair. "Sensors tested ok, must be wiring problem". Funny, the wiring hadn't been touched. How can it suddenly be a problem Now "we'll need a couple hours to sort it out". Great. Now my estimate went from $165 to somewhere around $300+


Another 2 hrs goes by I go up to the desk with an apparent "WTF??" look on my face. I'm told "one of the sensors is bad AND you have a wiring mess". WOW!! A wiring mess?? How the hell did THAT happen?? I'm beyond any point of feeling confident with this dealer at this point. Ohh, did I mention ALL of the "walk in" customers had been in, service done, and were already gone?

Now I'm told "we don't have the sensor in stock, we'll have to order it and it'll be a couple of days" by this time I'm thoroughly annoyed and have been waiting 6 hrs.
Ohh....NOW the estimate is $547. "We, in good faith, will sell you the part at cost since you've been waiting so long". I think it's because I had lost my patience and had let them know I was NOT happy for the entire experience at this point and I was past feeling slighted.

I failed to mention that I had asked them to adjust the headlights (zenon). "the headlights can't be adjusted. the only way would be to replace the headlight units". I dared ask "how much?". With a complete straight face he says: "About $1000 each". Okay, now it feels like I'm being bent over. Just because I'm a chick it doesn't mean I have "dumbass" across my forehead!! I do my own work/maintenance/brakes/tune ups on my other truck but have never worked on anything like this.

UGGH!!! Three days later I'm called that it's fixed. I go to pick it up and insult is added to injury. The rear bumper where all the work was done, had greasy marks all over it!! things like that stick out like a sore thumb when the service experience is bad. I give them the $550, still get attitude, and I'm on my way. At least the problem is resolved.

So I get a call from a girl @ North Hollywood Mini to rate my service experience. I didn't call back. I was way too angry to be constructive. Then, I get an email wanting me to take a survey on my service experience. I did respond to that and never heard from her again.

THEN, I get an email from someone from (DENNIS LIN) @centurywestbmw. I respond to his questions, let him know I wasn't pleased and ask for recommendations on where else I can get my mini serviced. No reply. I waited a few weeks and ask again. He responds with "you can come to us, we're close to you". I ask where he's located, he replies "North Hollywood Mini" ARRRRGHHH!!! I refer him to my previous emails and ask again for another recommendation on where to get my Mini serviced. STILL NO RESPONSE FROM
DLIN@CENTURYWESTBMW. Here it is...months later. I sooo wanna cuss right now but I'm gonna bite my tongue.

I still need to know where to get my Mini serviced. Oil changes, etc...If anyone knows a reputable mechanic, please let me know.

Ohh....I did ask Nick Alexander Mini for their rates and various other service questions. Still haven't heard back. Not a great first impression if they can't even respond to an email inquiry made from their site.

[dizzymini]

So... I got my R53 mini a couple of weeks ago (privately with fsh and mechanic check beforehand) and all was running well. On my journey home last friday, the engine light popped on. I rang a mechanic friend and he said I would need to take it to the local dealer to get it plugged in and the problem determined. Same evening, i called in to the local bmw service centre/dealer. They gave me appointed for monday (this morning). I was there bright and early at 08:30 and told to wait as it wouldn't be too long.

Two very long hours later, I was called in and told I would need a new catalytic converter and two new O2 sensors at a total cost of €1800 (€1390 parts + labour). Also told me I was probably best not to drive it and offered me a rental at €40 a day. Suffice to say I was dumbstruck. Upon leaving I rang my boyfriend in a tizzy and after a while of him trying to calm me down, he convinced me to take it out to his garage and get his mechanic to look at it and put it through his diagnostic equipment (this guy is well trusted and known for excellent service, i just thought for my first time in with the car I could rely on the local bmw garage).

Half an hour later I landed there, didn't let on I'd already been into a garage and just explained about the light. He hooked the car up and said I'd have a short wait!!! 20mins later as opposed to 120mins, he called me in and sat me in front of the computer and showed me the read out. My lovely coop needs one, yes one O2 sensor replaced at a total cost of not more that €250 incl all parts and labour. He's ordering the part and giving me shout when it's in, said it was grand to drive and I might notice it is a little heavier on petrol until the job is done.

Now how exactly can a dealership get away with that rubbish??? They saw me coming and thought chi-ching, let's rob her blind!!!

[MVT]

Hi Guys
Just to let you know a new BMW MINI specialist has opened in Holton Heath Poole Dorset.
They are called MVT and owned by an ex BMW/MINI senior tech Paul Webb
We offer dealer level diagnostics and repairs using geniune parts.
We also offer performance re maps from Oscarli tuning.
Check us out on
www.mvt-poole.co.uk
or contact us on
01202 630 008

We offer the dealer level expertise but at a fraction of the cost.

Thanks
Pau

[AMN_123]

Hi All,

I just wanted to find out if anyone on here has had any problems with getting their Mini serviced at the above garage?

I recently brought my Mini in for a health check and to get the wheel bearings looked at and had no end of problems with this garage. The first problem related to the amount of time they kept me waiting, over 2 hours for what should have been a 45min check, without any updates as to the progress of my car. Following the health check I agreed for work to be completed on my car and was shown an invoice for the work (changing wheel bearings, an exhaust clip, top up of oil and clearing the rear washer) which was £300 for the work inclusive of labour and £39.50 for the health check. I thought this was a good price so I agreed for the work to be done. So imagine my surprise when I had agreed to having £300 worth of work done on my car but was then presented with a final bill of £1200! The lady I was dealing with had not shown me the full invoice when we were initially discussing the work. If I had seen that final cost I would never have had the work done on my car. Whats even worse is that they had made a £200 error on the bill. I complained to the service manager but he was unable to come up with a reasonable solution other than to refund the £200.

I have officially complained to Mini UK and they have apologised for the poor level of service but have told me they can do no more as it is an independant dealership. As of yet the dealership has not been in touch (2 weeks later) so I am contacting the dealership principal today, but wanted to know if anyone else had any similar issues? If so did you manage to come to some resolution with the garage?

Thanks

[Dermottdog]

Hi

Just to let everyone know that Cooper Croydon did a stirling job recently on my MCS timing chain.
I booked it in, complaining about a noise on cold start.
I took a digital camera recording of the noise. This helped no end.
The chain and tensioner were replaced under the used car warranty without a quibble.
First class service.
Cooper Croydon has always played it straight with me and look forward to visiting them again.

[CharlieCroker]

yeah I can help you may be regarding South Essex, finding a reliable dealer. I know several of them. PM me for details. Thank you.

[minicoopertartcar]

Anybody know any reliable dealers north west london?? or central??? ive tried borrehamewood and watford not very good....to say the least

[Perpetual Tourist]

I would stay clear of H.R. Owen Holland Park (Acton). My auto gearbox was playing up in my 2003 MC (would not up-shift correctly and appeared to get stuck in gear). The car was in H.R. Owen's "care" for 5 weeks before their mechanics stumbled across a faulty speed sensor...

5 weeks is a long time to be without a car (of course a courtesy car request was denied)!

[Jeeringtowser]

Quote: Originally Posted by Jupiter (original)

Try and get to a solus Mini dealer rather than a bolt on to an existing BMW dealer where the Mini probably plays second fiddle to BMW. So far I can recommend North Oxford Mini where there are no BMW cars at all and this dealership is probably the one that gets the visits from BMW big wigs.

Peter

They are on a seperate site because Mini have to have a seperate entrance from the BMW franchise and their site on the A40 had no more space for Mini.

[Crispy]

Quote: Originally Posted by AMN_123 (original)

Hi All,

I just wanted to find out if anyone on here has had any problems with getting their Mini serviced at the above garage?

I recently brought my Mini in for a health check and to get the wheel bearings looked at and had no end of problems with this garage. The first problem related to the amount of time they kept me waiting, over 2 hours for what should have been a 45min check, without any updates as to the progress of my car. Following the health check I agreed for work to be completed on my car and was shown an invoice for the work (changing wheel bearings, an exhaust clip, top up of oil and clearing the rear washer) which was £300 for the work inclusive of labour and £39.50 for the health check. I thought this was a good price so I agreed for the work to be done. So imagine my surprise when I had agreed to having £300 worth of work done on my car but was then presented with a final bill of £1200! The lady I was dealing with had not shown me the full invoice when we were initially discussing the work. If I had seen that final cost I would never have had the work done on my car. Whats even worse is that they had made a £200 error on the bill. I complained to the service manager but he was unable to come up with a reasonable solution other than to refund the £200.

I have officially complained to Mini UK and they have apologised for the poor level of service but have told me they can do no more as it is an independant dealership. As of yet the dealership has not been in touch (2 weeks later) so I am contacting the dealership principal today, but wanted to know if anyone else had any similar issues? If so did you manage to come to some resolution with the garage?

Thanks

There are alot of things about this that strike me as odd.

I now travel to Sytner Coventry as they are head and shoulders above our local dealerships. I can't say they have never made a mistake, its inevitable in such a big organisation, but they have always sorted it promptly and beyond expectation. The Service Manager I've always found to be golden and has undertaken work which many dealers couldn't or wouldn't.

Given that shopping on price for the Mini Countryman was a non starter, we ordered it from Coventry precisely BECAUSE the service side was so good. As it happens, the Mini sales guys were top notch too.

I'd recommend them to anyone and do.

The difference between £300 and £1200 is immense, that's no billing error. The list of work you give isn't £1200 quids worth either. I think there is alot more to this than you are telling us.

We will never be able to judge dealers unless criticisms posted are truthful and complete.

[Ross_F]

Quote: Originally Posted by Perpetual Tourist (original)

I would stay clear of H.R. Owen Holland Park (Acton). My auto gearbox was playing up in my 2003 MC (would not up-shift correctly and appeared to get stuck in gear). The car was in H.R. Owen's "care" for 5 weeks before their mechanics stumbled across a faulty speed sensor...

5 weeks is a long time to be without a car (of course a courtesy car request was denied)!

I took my Mini in to HR Owen for a simple fluid and brake change and got the car back with a broken armrest cover. I phoned for 3 days without anyone calling me back. Eventually I got through to them. No apology and they seemed very indifferent.

I took the car along last week, and - yes - it's been fixed but still no apology, not just for breaking something but also for the inconvenience of having to take the car to the garage a second time.

The way the place is run is cavalier at best, lax at worst. I won't be taking my Mini back there ever again. I implore anyone thinking about using this dealership to think again.

In answer to someone else who's asked about a SW London service place, I think I might give AMC a shot on Garratt Lane. They can't be any worse, although not official Mini.

[Ben_Weasel]

Quote: Originally Posted by minicoopertartcar (original)

Anybody know any reliable dealers north west london?? or central??? ive tried borrehamewood and watford not very good....to say the least

oh who are you dealing with at Borrhamwood?
we purchased ours there and its been back twice for two different things and they have always been very helpful.
I deal with Alister and he has always played it very straight!