MINI of Morristown

Complaint: [redacted]
I am rejecting this...

response because:
[redacted] contacted once last week and promised me to call back Today. However, no call received and so far no resolution.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
[redacted] the general manager did finally call me.  Thanks to Revdex.com 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 will not have my car serviced by mini of morristown ever again. It's humorous to even entertain the idea as I have lost parts of my car to them. Their service people are a joke, they treat their customers like garbage and my car has been fixed and is running wonderfully. All for $680 by another dealership. The $250 throttle valve that they were trying to charge almost 3k for runs perfectly. If you read reviews of this place, you will see I am not alone in my negative experience. I 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 garbage. I am not seeking anything from them. I simply wish for others to have fair warning before risking their vehicle to mini of morristown. 
Regards,
[redacted]

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 ours. The warranty had expired in 2012 and not 40 days prior to the claim.
We can not alter our records nor would we. The 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 orders.
The warranty work is an issue with [redacted] and nothing we can address.
Again, I ask the customer to contact Fred G, Service Manager of Mini, if there are any concerns or questions.
Sincerely,
Missi C

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 dealership. They were not in car when I picked it up and was told in early January you still had and would send out. Never happened. 
I understand the car was a mere 40 days out of factory warranty and mini recognises that the failed part caused greater damage. I don't fault them for hiding behind this. All I want, from Morristown MINI, is the contract and previous work orders. THAT IS IT!   If MINI, NOT MORRISTOWN MINI BUT [redacted], wants  to offer extended  coverage of warranty great. But neither Morristown MINI or [redacted] has returned calls in December, January February.
As to the claim that $163 is owed them is false. Only after a Revdex.com complaint us filled do they claim monies owed. The 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 fixed. Two and a half months since I picked up car and started asking for the paperwork only, and it can't happen.
This dealership either lost or is holding my paperwork hostage.
This dealership made up a bill only after a Revdex.com claim.
This dealership can't even spell my name correctly in correspondence. With this lack of attention to detail they want someone to contact them about repairing their car...
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:It is a lie. I never stated on 1/6/2015 that the car would not start. That would be impossible as I drove it to their location. Beyond that, there is no explanation of parts missing from my vehicle. The dealership that I wound up having the repairs done at said they would never charge a customer for a part that THEY broke. I drove my car to the dealership with a light on, then had to have it removed from their facility by means of a flatbed. The manager treated myself, my husband, and my mother like garbage.  I have never dealt with such dismissive CUSTOMER SERVICE RREPRESENTATIVES.
Regards,
[redacted]

Mr [redacted] brought his car to us on November 27, 2015 for repair. We diagnosed the vehicle with a few problems in which he declined the repair because his after market warranty company declined to pay for the repair. The vehicle wasn't picked up until December 21, 2015. We are owed $163.71 for...

the diagnostic work plus storage. The car was picked up on a Saturday after our service department was closed and paperwork was not available. An invoice was mailed to the address we have on file but it was returned. I would recommend Mr [redacted] contact Fred G, Service Manager of Mini, to resolve the unpaid bill  and to receive the paperwork. Sincerely,Missi C

[redacted], General manager of Mini Morristown, is contacting Mr [redacted] to assist in his concern. It is my understanding that there is additional paperwork that needs to be submitted to regain the entire cancelled warranty. Only part of the warranty was cancelled. We are working with the...

customer to resolve this matter.
Kind regards,
[redacted]
Open Road Auto Group

Mr [redacted] mentioned that he wanted a copy of a contract that we refuse to provide. We do not have a contract with him. 
I'm not sure how this complaint can be resolved.
I urge Mr [redacted] to contact Fred G at the dealership for any assistance in resolving the mechanical issues he is having with his Mini.
Sincerely,
Missi C

[redacted], General Manager of MINI Morristown, contacted Mrs [redacted] and asked that a cancelation form be filled out and signed. We are waiting for the form to be returned and the process will be completed. Our apologies for any delay.
Kind regards,
[redacted]

Review: I believe that the agent lied to me to make me buy a new car.

I leased a mini hardtop in the same dealer. 3 monthes before the end of the lease, I came to them to buy a new car. The auto advisor told me that I didn't need to pay the left three months payment and the dealership would take care of it. So I went ahead and purchased a new 2014 mini countryman from them and made the finance through mini finance. However, that sale agent didn't tell me that they added that 3-month left balance to my new vehicle purchase price, and actually I am still paying that old lease balance with my new car monthly payment. And, a couple of weeks later, I kept receiving unpaid notice from Mini finance indicating left balance on my old lease. So I went to the dealership and askthat agent ([redacted]) in person. Again, he told me that I could just disregard the payment notice. And I asked about the addition of 3-month left balance to my new vehicle purchase, since I noticed it myself after the purchase. He said, it was kind of washout process, and I will receive a check later, and I don't need to payoff the lease left balance. I did a receive a check from this dealership later and came to believe in what he told me. This monday, April 7, I received a collect call from Mini finance about my left balance and was told to contact dealership about their agreement. So I talked to that agent again, now he told me I need to send the check I received from them to the Mini finance, and I have to keep paying that left lease balance from my new vechicle monthly payment. That is totally not what he told me earlier while I bought the new car. If I know that I still need to pay the left lease balance, I will just keep driving the old car until lease end before buying a new one. I asked why he didn't tell me that fact while I bought the new car. He was wordless and kept saying that he could not do anything right now. I tried to contact their manager, but no response so far.

Business

Response:

I am contacting [redacted], General Manager of Mini Morristown and will have her contact the customer directly. A detailed explanation will be supported and we will work at finding a resolution.

Kind regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

[redacted] contacted once last week and promised me to call back Today. However, no call received and so far no resolution.

Regards,

Review: Here is a recap of the issue. My wife [redacted] purchased a 2009 Mini Cooper S from Mini of Morristown in Feb 2013. As part of the purchase we also paid for a 60 month tire plan that cost $2,399.00. Nine months later in Nov 2013 into a 60 month tire plan agreement we sold this Mini Cooper S and I requested a refund on the unused portion of this tire plan. We finally got a refund check in the amount of $886.77!!! This was an amazingly low refund given that only 15% of the term of the contract had expired and you were refunding us only 37% of the original purchase price. I called [redacted] the finance manager at Morristown Mini and he told me that it was a reimbursement calculation as determined by [redacted], Inc. I called [redacted] and was told that in fact their only involvement was the a small deduction cost for an administrative fee and that Mini of Morristown handled all other remaining aspects of the reimbursement. Completely different feedback than what [redacted] provided me on the phone.

At this point I’ve now left [redacted] and [redacted] the general manager phone calls that have not been returned. While I understand attentive and good customer service when you are trying to sell a car one would at least hope there is some level of basic customer service once a car has been sold and the financial details are being wrapped up. At this point we honestly feel ripped off in this transaction with Mini of Morristown.

All the best.Desired Settlement: We would like a refund of the remaining portion of the initial plan cost in the amount of $1,152.38 that would reflect the remaining balance to get us to a 85% of the full term of the unused tire plan. This $1,152.38 when added to the $886.77 we received from Morristown Mini would get us to $2, 039.15 and reflect a 85% refund on the initial 60 month tire plan.

Business

Response:

[redacted], General manager of Mini Morristown, is contacting Mr [redacted] to assist in his concern. It is my understanding that there is additional paperwork that needs to be submitted to regain the entire cancelled warranty. Only part of the warranty was cancelled. We are working with the customer to resolve this matter.

Kind regards,

Open Road Auto Group

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

[redacted] the general manager did finally call me. Thanks to Revdex.com 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,

Business

Response:

[redacted], General Manager of MINI Morristown, contacted Mrs [redacted] and asked that a cancelation form be filled out and signed. We are waiting for the form to be returned and the process will be completed. Our apologies for any delay.

Kind regards,

Consumer

Response:

I have reviewed the response made by Mini Morristown in reference to complaint ID [redacted]. My wife is filling out the requested form and we are expecting a speedy resolution of this matter.

Regards,

Review: I do not understand how this place could possibly have an A+ rating. I brought my car there for a new engine which was covered under my warranty and every possible step of the way they tried getting more and more money our of me. Then, when the brand new engine that they had installed and was warranties began acting up, they were unwilling to back up any of their work. I brought my car back with a light on. I DROVE IT THERE and then when they called to inform me that the repairs would cost $3000, I decided to pick it up and have it serviced elsewhere. Problem! While working on it they broke the throttle valve and it was not able to be driven or even started up for that matter. they broke it! They told.me they were not responsible for any of it and I had to have it towed from their shop. When they did the engine overhaul, [redacted], the service rep, told me I would need brakes done in 5k miles. 10k miles later, when I brought my car back, he told me I would need brakes in another 10k miles! If you are going to make bogus recommendations, at least remember the BS you are slinging. The worst service department I have ever dealt with. If a service shop breaks your car, they should fix it. Beyond that, if they install an engine and the engine is faulty, that work should be backed up. Especially when that engine is UNDER WARRANTY. Another fun fact, when I picked my car up the chrome trim on the front end was missing. When I called the dealership to see if they had it, they would not even check! They just said "we are not responsible for that". I was not even asking for them to replace it as I realized they would not back up anything they did. I just wanted them to see if it was laying around somewhere.Desired Settlement: I would like my car to be repaired and all problems with engine resolved. At the very least, the throttle valve that they broke should be replaced.

Business

Response:

AFter speaking with [redacted], Service Manager of Mini Morristown, he states that the car had faults for a check engine light and had faultsfor throttle. To run the test plan for throttle it failed because it wasfrozen and when we ran test plan to check it opening and closing, it broke. This is not our fault, the part already failed. It is because the intake manifoldhad condensation, causing the throttle to freeze in colder temp. [redacted] talkedto the mother and daughter, and gave them the best discount possible. Customer also hadaftermarket warranty that would not cover repair.Regarding the brakes, the service history states that[redacted] said it once, 5-10k miles she would need brakes. He was not trying to rip her off since he said the brakes were fine. Hewas just giving her a rough Idea when they would be due.The service history is in the text below. Mini of Morristown is happy to do the repair and offered a discounted rate. We still stand by that.Sincerely,[redacted] The first visit the vehicle got tow-in on 9/12/14 as percustomer C/S OIL LIGHT CAME ON STOPPED CAR QUART OF OILPOUREDOUT C/S HAS [redacted]WARANTEE PAPERWORK IN GLOVEBOX PLEASE CHECK AND ADVISE WHAT WILL BE COVEREDUNDER WARANTEE The following was the cause and the repair TIMING CHAIN TENSIONER BLOWN OUT REMOVED FOUND OUTOF SPEC REMOVED VALVE COVER NOTED UPPER TIMING CHAIN GUIDE BROKEN NO DEBRIS ONTOP ENGINE FOUND ALL EXHAUST VALVE ROCKERS POPPED OFF RETIMED ENGINE THENPERFORMED COMPRESSION AND LEAK DOWN ALL CYLS 50PSI OR LOWER AND UPON LEAKDOWNFOUND ALL CYLS LEAKING OUT OF EXHAUST VALVES REMOVED OIL PAN AND INSPECTEDFOUND OIL PUMP DRIVE CHAIN DAMAGED AND OFF OF OIL PAN DRIVE ALSO NOTED CRACK INCASING FOR OIL PUMP FROM CHAIN REMOVED ROD BEARING CAPS AND INSPECTED FOUNDBLUED AND SURFACES SCORED FROM EXCESS HEAT REPLACED LONG BLOCK ENGINE ASSEMBLYWITH NEW GASKETS AND CORRESPONDING HARDEWARE THEN BLEED COOLING SYSTEM ANDADDED OIL TO VEHICLE CLEARED FAULTS THEN TEST DROVE TWENTY MILES VEHICLE IS NOWOPERATING AS IT SHOULD AT THIS TIME The Second time the vehicle came in was on 01/06/2015 AS PER CUSTOMER C/S CAR WONT STARTCC MESSAGE STATES INCREASED EXAUST EMISSION AND LOW FUELC/S TRANS/GEAR INDICATOR IN YELLOW CAME UP BEFORE CAR WOULDNT START THENWOULDNT GO INTO GEAR WHEN CAR WOULD START FOR AROUND A FEW SECONDS The following was the cause and the repair VEHICLE WOULD NOT START CONNECTED TO ISID REQUIREDBATTERY CHARGER INSTALLED THEN PERFORMED SHORT TEST COMBUSTION MISFIRES STOREDSEVERAL AND ALL CYLS WORKED THROUGH TEST PLAN ATTEMPTED TO START VEHICLE WHILEREADING RAIL FUEL PRESSURE FOUND OUT OF SPEC IMPUT RESULTS AND RECIEVED DIAGCODE FOR HIGH PRESSURE FUEL PUMP D1350-00000000-02-002 INSTALLED NEW HIGHPRESSURE FUEL PUMP THEN CLEARED FAULTS AND TEST DROVE VEHICLE IS NOW OPERATINGAS IT SHOULD AT THIS TIME (WARRANTY EXTENSION SI# M01 04 10) The third time the vehicle came in for the check enginelight was on1/16/15 The check engine light was on for throttle valve faults,one fault for the throttle valve jamming and another for the throttle valve notworking at all. As per the test plan for theses faults and the followingwas found as the cause due to condensation from the crankcase vent systembacking into the intake manifold and freezing behind and in front of thethrottle causing these faults to occur. To repair this you must install a updated intake manifoldwhich splits the crankcase vent system and the intake manifold so this issuedoesn't occur when the temps drop below freezing for days at a time.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

It is a lie. I never stated on 1/6/2015 that the car would not start. That would be impossible as I drove it to their location. Beyond that, there is no explanation of parts missing from my vehicle. The dealership that I wound up having the repairs done at said they would never charge a customer for a part that THEY broke. I drove my car to the dealership with a light on, then had to have it removed from their facility by means of a flatbed. The manager treated myself, my husband, and my mother like garbage. I have never dealt with such dismissive CUSTOMER SERVICE RREPRESENTATIVES.

Regards,

Business

Response:

Open Road MINI of Morristown stands behind their work. [redacted] will work with Ms. [redacted] and discount the repairs as noted. I'm sorry that you feel you were treated unfairly. It is our mission to treat our customers with respect and honestly. Sincerely,[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I will not have my car serviced by mini of morristown ever again. It's humorous to even entertain the idea as I have lost parts of my car to them. Their service people are a joke, they treat their customers like garbage and my car has been fixed and is running wonderfully. All for $680 by another dealership. The $250 throttle valve that they were trying to charge almost 3k for runs perfectly. If you read reviews of this place, you will see I am not alone in my negative experience. I 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 garbage. I am not seeking anything from them. I simply wish for others to have fair warning before risking their vehicle to mini of morristown.

Regards,

Review: When I purchased my auto on 9/27/12 I signed up for an extended warrenty and gave a deposit of $250. I called the F&I manager about 2 months later to ask about the status and was told there was a problem with there system and that the paperwork would go out soon. I stopped in the dealership in Jan 2013 and asked what was going on as I had not gotten any additional information regarding the warrenty and was told that everything was fine and that a copy of the paperwork would be mailed to me which it was a few weeks later.

I receievd a letter from Zurich the company providing the service this past Oct/Nov stating there is a problem processing my paperwork and to contact them which I did. I was then told that my paperwork was just submitted in Sept 2013 and there was a billing problem and that I should contact Mini Of Morristown. I called Mini and left a message for the F & I manager ( [redacted]) again. When he did not return the call I then left a message for the GM ( [redacted]) and then had to leave a second message which she returned. I explained to her that I no longer wanted to purchase the service through them and I would like my deposit returned. She told me she would speak with her F&I manager and get back to me... that has been more than two weeks and she has not. My last message to her was 12/20 in which I stated we would need to have the Revdex.com's help to settle this issue going foward.Desired Settlement: I just want my deposit back. It was given using my debit card on 9/27/12 the transaction number is [redacted] through Wells Fargo in the amount of $250

Business

Response:

[redacted], general manager of MINI Morristown, spoke to Ms [redacted] in regard to the matter at hand. They are in the process of getting her credit card information to complete the refund.

Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

However, the GM did not contact me someone else from her office did.

Regards,

Review: I purchased a 2010 MINI Cooper on July 4, 2013 from Morristown MINI. Only 1 key came with the vehicle on the day that I purchased it, Despite several telephone calls, and 2 emails to the owner of the dealership, I still have not received a second key for my vehicle.Desired Settlement: I would like to have a spare key, in new condition, without any signs of wear, or cosmetic defects sent to me as soon as possible.

Business

Response:

MINI tried reaching [redacted] unsuccessfully and emailed her to in an attempt to notify her the key was issued. Her wishes were to send the second key as opposed to her picking it up. The key is being sent via FedEx today. Kind regards,Missi Calafiore