Flow Mini of Raleigh

On Sept 19, 2014 Dealer insist they replaced my front brake pads. My car was at 97,358 milesOn July 14, 2016 [redacted] informed me @ 109,000 miles my front pads are worn below safety and they need to be replaced immediately. I info them that the dealer had just replaced less than 12k mikes. They told me to go back to dealer. I went to dealer (Flow Mini) the same day and spoke with [redacted] ([redacted]) and she also advised that they should have last longer, and couldn't help with me the problem. She insist that my calibers are sticking.I went ahead and got brakes done on July 17, 2016 @ [redacted]. [redacted] checked both Calibers and there was no problem. I also had them to replace front brake pads. After the brake job was done, I was told that the pads look like they had not been changed in a few years. Therefore I am left to believe that Flow Mini never changed my front pads and fraudulently charged the warranty company, I am requesting a refund for the labor and parts to get the front brakes done.I can also provide documentation and receipts to support all info typed above.Desired SettlementI am requesting a refund from Flow Mini for work they did not provide. Business Response Contact Name and Title: [redacted]Contact Phone: [redacted]Contact Email: [redacted]The customer is correct in stating the we replaced the front brake pads on 9/19/2014 at 97,346 miles. The repair is documented and we provide the worn pads to MINI so that they can verify the pads were worn below minimum standards to warrant replacement under the free maintenance program. The car came in for a warranty repair on 12/01/2014. During the multi point inspection the brakes were measured and the front pads were recorded at 9mm (starting thickness is approx 10mm). We saw the car again on 2/22/2016 at 106,604 miles. We again measured the brakes. This time they were at 5mm. Well within normal specs as replacement is called for at 2mm. If the brakes were at 2mm when [redacted] checked 3000 miles later that would be more wear than the customer was averaging previously. Since the customer did not give us the opportunity to measure the brakes and since brake wear varies based on usage and not mileage it would be impossible to tell if she did indeed need brakes as recommended by [redacted]. I can provide all of the aforementioned Multi-Point Inspection forms if requested. Consumer Response I have the old brakes and rotors in my garage that I can provide to Mini. I feel very comfortable with the info that I rec'd from [redacted] that my bakes where never changed by the Mini Cooper Dealer.Final Business Response We have verified the brakes were changed both from the initial record, MINI USA's audit policy, and the follow up visits. The customer is very welcome to bring the brakes in for us to inspect for defects in material or workmanship. Please call the service department to schedule.

I have had repair issues with this company. I have come in 3-4 times for the same issue and it has not been resolved. I took my car in to have an oil change in June 2016. The company told me I needed to have a part(solenoid valve) replaced. So, I had them replace it. After this part was replaced, I would smell engine oil in the cabin, the tailpipe would smoke profusely (while car idled), and the car was consuming huge amounts of oil, but no visual leaks seen. I had to put oil in car weekly. Each time I would call the dealership to ask what the problem was and they would ask me to bring or have car towed. My car has been in 3-4 times for this problem. Each time they said my car warranty covered the problem. The dealership replaced my turbo twice and I continued to have the problem. I was told on one occasion that the part from the manufacturer was faulty. However, the problem continued. I asked the dealership service dept. if they really knew what was wrong with my car and that I did not want to continue to bring it in if they did not know what the problem was. I just recently took my car in again on August 15, 2016. I took it in because it continued to smoke, oil smell in cabin, and huge oil consumption. I also needed an oil change, new tire/rim. This time the dealership service told me my car needed a cylinder head and the warranty would cover it. The repairs took about 2 weeks. I picked it up on Saturday, September 4, 2016. I noticed my new tire had slime all over it and that the car was not washed properly. I was supposed to get a complimentary wash. The car still had soot on the rear tag from the smoke. I did not drive the car 95% of the day because I had to work, after work when I drove the car I started to have problems again after I parked the car at the mall. I heard a big pop come from the hood and a green watery substance started pouring out of the car along with smoke. I shut the engine off as quickly as I could and called Mini Roadside for a tow. The warranty company said they could not find warranty for me. I also noticed that my window on the front driver side would not roll up completely after closing the door. The window remains cracked 2 inches or so after shutting the door. I did not have a problem with my window until the car came back from the dealership. I am confused! I have had my car towed to Mini 3 times. Supposedly, I have no warranty now. Flow Mini did not mention this to me at all during the repair process. Did all the unresolved repairs they made on my car deplete my warranty? They are closed on Sunday, and Monday is a holiday(Labor Day). So, I will have to wait until they come in on Tuesday to address these long-term issues.Desired SettlementI would like for the service dept. at the dealership to resolve these repair issues. I have had so many problems with them re: this that I no longer trust this dealership with my car.Business Response I understand the customer's frustration and would like to apologize on behalf of the team here at Flow MINI of Raleigh. The initial repair is what was prescribed by MINI under the customer's warranty. Very often the initial repair is based on the most common problems. If this fails the next most common item is addressed, and so on until a remedy is found. This was the reason for the extra time to repair and return the car. As to the car not being clean, that was an oversight on our part and I have taken measures to insure the customer's car receives a full wash, wax, and detail at no charge. The second issue with the radiator is not related to the cylinder head and is also repaired under warranty. We sincerely apologize for the inconvenience.

We purchased a "Certified" Pre-owned 2011 Countryman. Since the purchase we have had several mechanical issues which has lead to many inconveniences.We purchased a Certified Pre-Owned 2011 Countryman from Flow Mini in July 2013. Since the purchase of that vehicle we have had several mechanical issues. Each one of those issues has typically left us without our car for several days at a time, but we have been able to get a loaner vehicle at least each time. On more than one occasion our vehicle malfunctioning due to the mechanical issues has almost put us in harms way: the vehicle stopped stopped accelerating in the middle of traffic and again in incoming traffic. The first major issue was the clutch malfunctioning due to whatever issues before our purchase, and I would have assumed that the dealership would have made sure that it was functional. When we brought the vehicle into the other Flow dealership in Winston Salem (we went there because it was on the way back home from our vacation when the clutch malfunctioned) we were informed that the clutch should have been upgraded to the newer version. I would assume that if this car was traded in that there should have been some proper assessment done to make sure that everything was current in the vehicle. Another incident involved my wife being stranded on the side of a country road because the car randomly ceased to function due to issues with either the high or low pressure pump. Just recently we were without our vehicle because we had found a radiator leak and then upon observation at the service department in Raleigh they found that it also had a transmission issue.Finally to add to this I want to make mention of continued issues with what I assume is the clutch/transmission. I want to state first that I have been driving manual transmission for as long as I've been able to drive, my wife has been driving manual transmission for many years as well: we are both proficient. The clutch an that vehicle still has issues with causing it jerk forward at times when driving forward in first gear, along with some unresponsiveness when going forward in first gear, which at times leads to over-revving. I have never had any issues like that in all of my other vehicles. Whenever we finish driving to wherever our destination is there is always a burning plastic smell left, though we were told from the Flow dealership in Winston Salem that it was a clutch issue. The dealership Raleigh tried to make a claim that "maybe it's just residual from getting a plastic bag stuck to the car somewhere, and it melted to metal in the engine compartment." Finally I want to mention that the gentleman who works in the finance section of the dealership has yet to find our paperwork on our previous Mini Cooper that states our GAP insurance. First he made an excuse that he couldn't find it because it was on an old data base. The second time I inquired because there was no follow up he had simply forgotten about the request. He claimed he would follow up with us and we have still yet to hear anything back.Desired SettlementI would either like a replacement Mini Countryman S All 4 (new) or a refund of all the money that we have invested into this vehicle. This vehicle is supposed to be our family vehicle and used for safe travel. We have always liked the Mini brand and have had a Mini of some form for awhile now. Mini Cooper is supposed to be a reputable brand, and even after some harsh reviews left by vehicle reviewers and even actual drivers we have stayed dedicated. But how are we supposed to remain that way if the vehicle we are in now is more of a liability than being a reliable vehicle.Business Response /[redacted]/Mr. [redacted] unfortunately experienced multiple issues on his used MINI in a short period of time. The MINI was covered under warranty the entire duration of his ownership. Although the warranty meant no cost to the customer, I certainly understand his frustation with the matter and lack of confidence in the vehicle he purchase. His Gap contract has been cancelled and refund applied for. He has decided to move in a different direction at this time and no longer owns the MINI.