MINI of Morristown

Complaint: [redacted] As I stated with service advisor, I work night and when they are open I am sleepingSaturdays afternoon was only time they are open and I am awakeThe claim of them not completing the bill, they truthfully stated dates car was droped off and picked upOne can ascertain a organization that has some sort of a systems in place could finalize a bill in a month's time,yes? The general manager released the car, if anyone should know what was going on and collection of fees it should be herGetting a copy of contract is all I wanted, and could expect from this dealership I am rejecting this response because: Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:It is a lieI never stated on 1/6/that the car would not startThat would be impossible as I drove it to their locationBeyond that, there is no explanation of parts missing from my vehicleThe dealership that I wound up having the repairs done at said they would never charge a customer for a part that THEY brokeI drove my car to the dealership with a light on, then had to have it removed from their facility by means of a flatbedThe manager treated myself, my husband, and my mother like garbage I have never dealt with such dismissive CUSTOMER SERVICE RREPRESENTATIVES Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:I will not have my car serviced by mini of morristown ever againIt's humorous to even entertain the idea as I have lost parts of my car to themTheir service people are a joke, they treat their customers like garbage and my car has been fixed and is running wonderfullyAll for $by another dealershipThe $throttle valve that they were trying to charge almost 3k for runs perfectlyIf you read reviews of this place, you will see I am not alone in my negative experienceI have never been treated as horribly as I was by this joke of a dealership [redacted] is a joke of a man who treats his customers like garbageI am not seeking anything from themI simply wish for others to have fair warning before risking their vehicle to mini of morristown Regards, [redacted] ***

I requested Fred G, Service Manager at Morristown Mini, to review the complaintHis remarks follow: - Customer never informed the dealership exactly when he was picking up the car Not notifying us caused issues with the repair being ready for pick up and the paperwork not being in car After calling the dealership, we mailed out the paperwork including a copy of the warranty via USPSThere is no benefit in us not returning it - Customer wanted us to do just water pump because it was covered under his insurance We said we could not because there might be engine damage Before we would do the repair we needed to do a compression leak down on the vehicle to confirm there was no engine damage Customer asked the advisor to do the water pump repair and risk the engine blow up and allow the aftermarket insurance to deal with it We would not agree to thisThe water pump was covered under his insurance with $deductible but we told customer we cannot replace the water pump under good faith knowing the motor is damagedThe water-pump “IS NOT” covered under his emission warranty, 7/70kThe thermostat is, but again, we would not do other repairs until customer authorized the repairs recommended (valve cover, compression leak down) to make sure the motor was not damagedEven if the thermostat and water pump were covered, he expired on the coverage for emission warrantyYou cannot extend thatIt is regrettable that the experience was not satisfactoryWe apologize for the mix up of the paperwork but it is not in our possession as we mailed it outPlease contact Fred directly at the dealership to discuss this furtherSincerely, Missi C

Mr [redacted] brought his car to us on November 27, for repairWe diagnosed the vehicle with a few problems in which he declined the repair because his after market warranty company declined to pay for the repairThe vehicle wasn't picked up until December 21, We are owed $for the diagnostic work plus storageThe car was picked up on a Saturday after our service department was closed and paperwork was not availableAn invoice was mailed to the address we have on file but it was returnedI would recommend Mr [redacted] contact Fred G, Service Manager of Mini, to resolve the unpaid bill and to receive the paperworkSincerely,Missi C

My apologies for misspelling your name, I didn't intentionally do so The warranty contract and work orders were ,ailed to you at [redacted] ***, [redacted] **We would not hold on to something that wasn't oursThe warranty had expired in and not days prior to the claim We can not alter our records nor would weThe diagnostic fee is a standard fee that all repairs incur I've attached a copy of the warranty in which our service adviser copied for our records but we do not have the original or the work ordersThe warranty work is an issue with [redacted] and nothing we can addressAgain, I ask the customer to contact Fred G, Service Manager of Mini, if there are any concerns or questionsSincerely, Missi C

Complaint: [redacted] I am rejecting this response because: The warranty for emissions, which the water pump falls under is years or 70k milesThis car is under the 70k but according to your dealership the in service date was mid October The seven years was mid October 2015, days before I brought the car inThis was all confirmed by your dealershipIs that going to change now?I was told in January that my extended warranty and work orders were still in your facility.All Ii want from this dealership return of paperwork or admit they misplaced itThe car is designed to fail as warranty, this is proffThe dealership doesn't have to fail, or do they? Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: [redacted] the general manager did finally call me. Thanks to BBB of NJ I finally got a response from Mini of Morristown after leaving several messages to the general manager and finance manger. The issue is still unresolved. The GM has asked that I drive over to their dealership with my copy of the purchase paperwork so that they can review it to issue me my full refund. I've explained to the GM that this is unacceptable as when we bought the car Mini of Morristown kept a duplicate of all the paperwork. Mini or Morristown needs to review the existing paperwork they currently have on hand. Note I've already made the 50 minute drive over to their dealership to unsuccessfully resolve this issue. The last email I got from the GM was that they will search their records which is stored offsite and they will get back to me within a week. The matter is still unresolved. I'm awaiting a response from Mini of Morristown next week. At this point I'm exploring additional options like filing with the [redacted] court if I can't get a timely resolution of this simple refund matter. Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I left my extended warranty contract as well as work orders in my car when it was left at your dealershipThey were not in car when I picked it up and was told in early January you still had and would send outNever happened I understand the car was a mere days out of factory warranty and mini recognises that the failed part caused greater damageI don't fault them for hiding behind thisAll I want, from Morristown MINI, is the contract and previous work ordersTHAT IS IT! If MINI, NOT MORRISTOWN MINI BUT [redacted] ***, wants to offer extended coverage of warranty greatBut neither Morristown MINI or [redacted] has returned calls in December, January FebruaryAs to the claim that $is owed them is falseOnly after a Revdex.com complaint us filled do they claim monies owedThe proof they gave is the downloaded work order that shows a zero dollar ballance! The extended warranty and work orders is needed to address getting car fixedTwo and a half months since I picked up car and started asking for the paperwork only, and it can't happenThis dealership either lost or is holding my paperwork hostageThis dealership made up a bill only after a Revdex.com claimThis dealership can't even spell my name correctly in correspondenceWith this lack of attention to detail they want someone to contact them about repairing their car Regards, [redacted]

I am contacting *** ***, General Manager of Mini Morristown and will have her contact the customer directlyA detailed explanation will be supported and we will work at finding a resolution
Kind regards,
*** ***

Revdex.com:
I have reviewed the response made by Mini Morristown in reference to complaint ID ***. My wife is filling out the requested form and we are expecting a speedy resolution of this matter
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Our warranty was cancelled in error and without our permission on 2/20/Long after our dealings with MorristownMINI was over.Once this was brought to the attention of those involved, it was handled beyond our satisfactionPlease try to stay focused on your dealership lack of accountability, and not spin others positive response to a negative situationOriginally I was told you had my paperwork and would send out,(January 16)Your first response to this Revdex.com complaint you wrote it was returnedSubsequent writings you did not haveLast writing it was lost in mailThe only thing more over engineered than a MINI Cooper is this dealerships account of this interactionThe water pump and thermostat are covered by your 7/70k mile CA Emissions warranty, your dealership told me, it's in service book and even on lineThere is a known problem with these parts and MINI has/is addressing these concerns in a class action lawsuit.http://topclassactions.com/lawsuit-settlements/lawsuit-news/331053-mini-...⇄ /> Regards,
*** ***

Complaint: ***
I am rejecting this response because:
How/what/when just keeps changing with this dealershipThe bottom line is they can't be counted on for simple things,return paperwork, how can they be reliable for complex repairsThe repairs were not authorized by me because they should have been covered by extended warrantyBut I couldn't contact them because this dealership was holding my warranty paperworkMINI would even tell me there name and number until Revdex.com git involvedHorrible arrogant customer service appears to be the standard operating procedures for ALL MINI dealers looking at complaints on Web Wish I did my homework and not purchased such a unreliable over engineered vehicleGlad to say goodbye to this car
Regards,
*** ***

Complaint: ***
Dates given are all correctCar was picked up and signed for with no bill dueThis can be verified by signed blank work orderCar wasn't picked up while I was waiting for service manager or district/region Mini representative to return callWhich never happenedMini decided to honor warranty or give me info on my extended service warrantyI did not( and still do not) have extended warranty info so I can discuss with themMini's warranty ran out approximately prior to all issues, I would not expect them to honor but give me name and contact info of my extended warranty
They could not even assist in that
I am rejecting this response because:
Regards,
*** ***

The new vehicle warranty had expired a long while ago and the attached is a copy of his aftermarket warranty in which he suppliedThere is a phone number available.
The reason the bill had no charge is because it hadn't been reviewed and totaled by the service manager due to the fact that the customer was supposed to come in on Monday when the manager was inIt states the diagnoses fee on the first pageThere is no extension of the warranty offered especially after a problem has been detectedMr *** purchased the warranty with someone other than Open Road MiniI again suggest that Mr *** contact Fred G directly at the dealership to resolve thisSincerely,
Missi C

Complaint: [redacted]
I am rejecting this response because:
The dealership confirmed 7/70 warranty. Now it doesn't exist.
Now the paperwork is lost in the mail. What is next my dog ate that page?
No one is asking you to be deceitful, just be honest as some point, 7/70 has changed. Zero due has changed. Blaming USPS 
Regards,
[redacted]

[redacted]
We take these issues very seriously and feel that we have worked with you on every one of your concerns. I asked our Service Manager at Mini to pull the file and document each service appointment. The following is a detailed list:
 Purchase in June of...

2015. 
1)      Her first service visit was 7/1/15 with 47,000 miles for a noise from brakes concern. The car was looked over and determined that there was no issue with her brakes. They are still above minimum specification. Rear brakes will be due soon but still has a few thousand miles to go. There was also an axle seal leaking at that time which we covered for the customer and absorbed her $50 deductible as a goodwill since she had just purchased the car.
2)      Next visit was 10/28/15 with 51,600 miles. She states her brake warning light came on. The rear brakes needed to be replaced. She paid for this maintenance ($500) and we discounted the job to assist her.
3)      Next visit was on 11/18/15 with 52,260 miles. The was in for a coolant leak. We diagnosed the car and found that the oil filter housing had begun to develop a coolant leak and needed to be fixed. This was covered under the vehicles warranty and customer paid her $50 deductible this time as we covered her deductible last time for the axle leak.
4)      Next visit was 1/20/16 with 54,200 miles for a routine oil change.
Customer paid the discounted rate of $69.95
5)      Next visit was 2/25/16 with 55,585 miles. Vehicle was towed in because customer had blown the clutch. The clutch is not a covered component under CPO warranty but we assisted the customer with good will and got a large portion of the repairs covered which is why the repair went from $3600 to $1200 for the customer.
6)      Next visit was on 6/8/16 with 58,630 miles for a check engine light which ended up being an ignition coil. Ignition coil was covered under the CPO warranty of the vehicle and customer paid their $50 deductible since we assisted them with $2400 of assistance on the clutch at the prior visit.
7)      Next visit was 8/19/16 with 62,000 miles. The high pressure fuel pump had failed and was replaced under warranty, free of charge to the customer. We also absorbed any deductible to again show good faith in assisting the customer.
8)      Current visit, the mileage is 66,115 miles. The customer had come in last week and we checked their check engine light concern. We determined that given the condition of the spark plugs, they would need to be changed first before we could go further with any additional diagnosis.
 
The customer’s husband / boyfriend [redacted]) said that he was not going to have us install the plugs and that he would do it himself. The vehicle returned this week with a check engine light on again. We took a second look at the vehicle and found that the customer ([redacted] had improperly installed the spark plugs, over tightening them and cracking the plugs.
The spark plugs were so tight that it took considerable effort to remove them. Customer denied improper installation. As a courtesy  to the customer, Morristown MINI covered the 4 broken spark plugs for the customer and did not charge the customer any labor or deductible.
 
Photo attachment enclosed of condition of spark plugs. All 4 spark plugs were cracked and damaged.
 
We are an authorized MINI dealership and we stand behind the product and our work. I believe the vehicle history supports that.
Sincerely,
Missi C[redacted]

Complaint: [redacted]As I stated with service advisor, I work night and when they are open I am sleeping. Saturdays afternoon was only time they are open and I am awake. The claim of them not completing the bill, they truthfully stated dates car was droped off and picked up. One can ascertain a organization that has some sort of a systems in place  could finalize a bill in a month's time,yes?
The general manager released the car, if anyone should know what was going on and collection of fees it should be her.
Getting a copy of contract is all I wanted, and could expect from this dealership.
I am rejecting this response because:
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The warranty for emissions, which the water pump falls under is 7 years or 70k miles. This car is under the 70k but  according to your dealership the in service date was mid October 2008. The seven years was mid October 2015, 40 days before I brought the car in. This was all confirmed by your dealership. Is that going to change now?I was told in January that my extended warranty and work orders were still in your facility.All Ii want from this dealership return of paperwork or admit they misplaced it. The car is designed to fail as warranty, this is proff. The dealership doesn't have to fail, or do they?
Regards,
[redacted]

I requested Fred G, Service Manager at Morristown Mini, to review the complaint. His remarks follow:
-      Customer never informed the dealership exactly when he was picking up the car.  Not notifying us caused issues with the repair being ready for pick up and the paperwork not being in car.  After calling the dealership, we mailed out the paperwork including a copy of the warranty via USPS. There is no benefit in us not returning it.  
-         Customer wanted us to do just water pump because it was covered under his insurance.  We said we could not because there might be engine damage.  Before we would do the repair we needed to do a compression leak down on the vehicle to confirm there was no engine damage.  Customer asked the advisor to do the water pump repair and risk the engine blow up and allow the aftermarket insurance to deal with it.  We would not agree to this. The water pump was covered under his insurance with $200 deductible but we told customer we cannot replace the water pump under good faith knowing the motor is damaged. The water-pump “IS NOT” covered under his emission warranty, 7/70k. The thermostat is, but again, we would not do other repairs until customer authorized the repairs recommended (valve cover, compression leak down) to make sure the motor was not damaged. Even if the thermostat and water pump were covered, he expired 10.2015 on the coverage for emission warranty. You cannot extend that.
It is regrettable that the experience was not satisfactory. We apologize for the mix up of the paperwork but it is not in our possession as we mailed it out.
Please contact Fred directly at the dealership to discuss this further.
Sincerely,
Missi C