Mini of Tempe

We contacted the customer and have an appointment set-up to take care of customer.

Sincerely,

I have reviewed the response...

made by the business in reference to complaint ID [redacted], and am waiting for feedback from the dealership and Mini of USA.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. I will follow up if needed.

Regards,

To Whom It May Concern:I am working with MINI USA to come to a resolution with Mr. [redacted].I have left a message with Mr. [redacted] to call me on my cell phone.I will keep you posted of the outcome.Regards,[redacted]GM MINI of Tempe

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

would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I have had the most horrific experience at the Mini of Tempe Service Department. I took my 2006 Mini Cooper for its annual oil change and check up upon arriving from Seattle for the first time on 08 February 2013. That check up came with six recommendations: Fuel Filter, Fuel Injection Flush, Oil Pan Gasket, Crank Sensor O-ring and Dipstick Tube O-ring, Lower Control Army Bushings and Alignment...Cost: $2600 I wasn't even officially signed into my new address located three hours south of Tempe and made an appointment for 25 February 2013, 7:00 am to have all of the recommendations done. The condition of my Mini Cooper before the repairs was one of top performer with no concerns whatsoever. The only dealer who serviced the car prior to visiting Tempe was [redacted] Mini, WA. I arrived at the dealer at 7:08 on 25 Feb. and the service department was not open. The staff were all in the shop but they did not open on time and I became confused and thought I got the time wrong. The staff behind the glass doors would not acknowledge me with a smile or a "wait just a minute" look and proceeded to continue to walk around the service area with no acknowledgement of a customer standing at the door. I went back to my car to call the service department and speak with the personnel when someone approached my car. They seemed annoyed with me for being on time and asked what did I want. They finally let me in but at the service desk, [redacted], Service Rep had no idea why I was there for service even though he was the one who made all of those expensive recommendations. The staff did not greet me with any type of welcoming smile or good morning. In order to get to my appointment on time I had to get up at 3:00 am and be on the road by 4:00 am because I was coming from Sierra Vista. I believed in Mini dealerships and their service before this experience and trusted their expertise. By 1:30 pm I got my car back. The car was returned to me not with the usual explanation of services rendered I was used to from [redacted] Mini. [redacted] had no interaction with the customer during payment and did not thank me for my business. These flaws in customer service are minor in comparison to the condition of the car upon its return to the customer. I got in the car and it was shaking and sputtering. I figured it was fuel injection cleaner and drove locally to do errands. The shaking turned to violence. The car began to lurch and idle very roughly. The sounds from the engine were gasps...very loud gasps. The RPM gauge needle was moving up and down vigorously with every gasp of air the car struggled to take. I finally called the dealer who advised I bring the car back immediately. I didn't know if I would make it back. The "check engine" light began flashing and the service lamp remained on. I was trying to hold back the tears. My Mini was dying. [redacted] diagnosis: Bad coil wire to engine causing misfire and possible bad distributor. An hour and half later car is returned and I am about to start a 3-hour drive south. I don't make it three blocks and the car is shaking and struggling to stay conscious. I bring it back and by now it is after 5:00 pm. I am exhausted and have been at the dealer since seven that morning. [redacted] takes the car and I am given a loaner because I know I will be stranded on the side of the road with the state of the car. I have never spent $2600 dollars on a car and received it back worse than it was before it went in. Two days pass and Mini of Tempe doesn't even call. They had my car for a week and at no time did they call me to reassure me the car would be okay. I had to call them for updates. I believe they had lost faith in the repairs done to the car. The service department put a gasket back on the car wrong during the fuel injection flush and the cleaner they used was so strong that it left pockets of residue in the lines stalling out the car. I had to ask point blank was it the service they performed. They said, "YES."

[redacted] realized my anger was more about trust and so he went overboard to gain it back. Even though his first attempts to get a refund for the service of fuel injector cleaning failed based on the dismissive attitude of the weekday service manager. [redacted] stuck his neck on the line and asked the general manager working on the weekend, [redacted]. His argument for taking responsibility for the flawed gasket got me a refund for the service. I was not being greedy. I spent $2600 for everything and was only asking for $195 back. The dealer promised to refund me the approximately $200 out of the $2,600 I spent to cover the needless fuel injector cleaner. My car's engine was almost destroyed by the sleezy service. there is no check in the mail and Mini of Tempe now is sending my advertisements to bring my car in for more pilfering. In short...THEY LIED! Putting that aside for a moment lets see how my car is doing since their botched service. My car run OKAY and that's it....OKAY. As soon as I can get it up to my Mini dealer of three and a half years, [redacted] Mini, Tacoma, I will let them fix it. The car still struggles sometimes to catch its breath. I don't trust the replaced gasket they forgot to put on after the fuel injector service and have zero confidence in their credibility to do the right thing.Desired Settlement: Mini of Tempe keeping there word would be the desired outcome and for them to take me off of their promotions list. I am stationed at Fort Huachuca and they are well aware that as a military member my days are over 16 hours and I have no time to follow up on service and spend day after day trying to get them to honor their promise of a refund. They fully knew to take advantage of the distance and time it would take for me to drive the 6 hours to Tempe and then have the audacity to send me promo emails asking me to bring my car in for service. I even have an email from the manager assuring me they were willing to win back my trust but she lied.

Business

Response:

Customer never contacted dealership directly to say she didn’t receive her check. Our accounting office was contacted and we verified a second request to send (they are not at our dealership location). The check has been cut, fed ex tracking number assigned and I will follow the check myself.

General Manager

MINI of Tempe

Review: I want to start off by acknowledging that most my visits to Mini of Tempe have been pleasant. Unfortunately, the last one I made on July 16, 2014 was not. I own a 2007 [redacted] Convertible S and I have taken my vehicle to Mini of Tempe Service with full trust that my vehicle is being repaired with the best Mini technicians and advisers. On June 2nd, 2014, I brought in my vehicle stating that my vehicle made loud noise when steering both ways and having problems with my driver's side rear window. Therefore, a multi point inspection was performed . During inspection, the technician found lower control arm bushings were leaking, motor mount was blown, and rear window regulator was not working. I was also advised my vehicle needed a 4 wheel alignment. I denied the strut mount repair, and the repair of the window regulator. I authorized the lower control arm bushings repair, front motor mount replacement, and the four wheel alignment. I understand that when dealing with used vehicles, there’s a higher amount of possibilities to have issues. After picking up my vehicle on June 4th, I noticed my steering wheel tilts slightly to the left. I thought of bringing it back that same week but I was unable to do so and it’s quite a far drive from me. It was not concerning me too much until I started to get it point out by several other non- Mini technicians. For example, the tire company I bought my new tires from on July 10th, and the non-Mini technician before he performed work on my strut mounts and suspension also on July 10th, 2014. I scheduled a new appointment on July 16th with Mini of Tempe Service department concerning the alignment performed only one month prior. The service advisor informed that due to the fact my vehicle had strut and suspension work done, it may be the cause of why the alignment is off. My concern is that the Mini service department advised me back in June to get the 4 wheel alignment not taking in consideration the strut work had not been done yet. I was not informed vehicles normally need an alignment after having strut work done. Now my [redacted] definitely needs a wheel alignment again only a little over a month since my visit on June 4th. If I had been knowledgeable about how it all works, common sense would have lead me to have the alignment done after the strut mount repair. Unfortunately, I lack knowledge about fixing vehicles and that’s why I try to go to certified professional advisors to guide me. On my last visit I got quoted for a second wheel alignment that would cost me $100.00. I declined the quote. I was not advised correctly since the beginning of the multiple repairs and I would appreciate if Mini of Tempe service department completes my alignment correctly at zero cost.Desired Settlement: Properly done wheel alignment at zero cost.

Business

Response:

We contacted the customer and have an appointment set-up to take care of customer.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I would greatly appreciate your assistance with this.

In July of 2014 my wife and I purchased a 2014 Mini Countryman from Mini of Tempe in Arizona. We

test drove a base model and were absolutely excited to move forward with the opportunity to be part of the Mini family. We ended up upgrading to Mini Countryman we saw on the showroom floor with some of the unique designs that Mini has to offer. The following information contains the details of the experience(s) thereafter.

July 2014- November 2014

The initial Mini experience was terrific at first,providing the excitement we expected. This changed as we continued to operate the vehicle, and requested input from the dealership.

1-The vehicle was removed from the floor and taken around the building to have Lo-Jack and "other" installed/or made ready.

2-We drove the vehicle for approximately a month and sent an email inquiry about service schedules due to the acceleration concerns.

3-We were notified by our insurance company that the vehicle was not registered due to an incorrect

VIN number.

4-We contacted the Dealership again with a request for service update and made them aware of the VIN

number situation.

5-Mulitple attempts were made to receive information or schedule an appointment with the Service

Dept. regarding the acceleration issues.

6-After approximately two weeks of no responses, a visit was made to the dealership.

7-The vehicle was taken into the dealership,and a loaner vehicle, free of charge was provided.

8-The vehicle was returned to us and we were told there was nothing wrong and this was determined by checking codes,and driving the vehicle.

Briefly after these events took place, and after multiple contacts to the dealership,a return visit was made. The frustration was expressed to the finance manager,and he seemed genuinely concerned. It was explained to him that:

• The lo-Jack was never installed

• The acceleration issues continued

• The loaner vehicle that was provided had to be brought back next day and signed out again

• The various models that were driven did not have the acceleration issue

• There were no responses to consistent contact attempts made

• Most importantly,the vehicle was returned to us without a resolution to the issues or guarantee of safety

The Finance Manager explained that he would get the general Manager involved and that he would resolve this issue. Numerous discussion took place between the General Manager and myself,and included all of the above information with an emphasis on two things:

1. A solution or factual information was not provided with a conclusion on why the vehicle was operating the way it was.

-Essentially, when stepping on the gas pedal,there was some type of "resistance" to acceleration and then after a pause,it would accelerate. This was very concerning, especially when pulling out into main roads.

2. The entire experience,and the statements made provided no guarantee,or confidence in the

safety of the vehicle.

These discussions lead to the question of what would resolve this situation. Take the car back,and cancel the loan, that would resolve the situation. The General Manager then followed up with a resolution. A 2015 Mini Countryman "S" with the same design aspects was offered. At first,my wife and I were skeptical,and very hesitant based on everything we had just experienced. The financial agreement made sense,and it was a significant leap back into excitement of being a Mini owner.

After signing the new deal,it was explained to me by a dealership employee, that the first car did have issues,and that this vehicle wasn't the only one that this had been heard of by them. Ultimately, they provided a resolution.

November 2014- May 2015

On a Friday in early May 2015, the check engine light came on in the 2015 MiniCountryman S.The dealership was called and a service appointment was made available the next day. A loaner vehicle was provided free of charge. On the following Monday the vehicle was picked up. Dealer Service explained:

• The spark plug in cylinder 3 failed

• This was determined by moving the spark plug around to other cylinders and confirmed

• Engine code was cleared

The following day,the check engine light came back on. The vehicle lost power at when not accelerating and at slower speeds, the RPM's at idle were higher than normal,and the front end of the car shook while slowing/at a stop.

The dealership was notified,and the car was returned. The question was asked- was it determined why the spark plug failed initially? The car had just over 5,000 miles.

The entire engine was replaced as directed by Mini Field Engineering.

This was the second time a vehicle was returned to us, without a resolution,or determination of a root cause. More importantly,this is the second time a vehicle was returned to us,that put my wife and my own safety at risk.

I spoke with the general Manager,he explained that the 2015 MiniCountryman S was repaired, that there was nothing more he was able to do.

It was explained,that the 2015 MiniCountryman S was purchased as a brand new vehicle,and currently it has just over 5,000 miles on it. I was told there was a bad spark plug,and now the entire engine is replaced. I stated that this would likely affect the resale value. He explained that it wouldn't matter,it's

not like it will get reported to CarFax or anything. I expressed my disappointment, stress, and frustration,emphasizing most of all,the safety of my wife and I were put at risk,again.

I was provided a contact number for Mini Customer Service. I contacted Mini Customer Service,and explained the details of the first vehicle,and the situation with the current vehicle. Iexplained,that I do not have time for this additional stress,I am completely disappointed with the entire experience,and the lack of regard for the safety of my wife and myself. I explained the resolution would be to take the car back, and cancel the loan. I received a call a few days later stating that there was nothing that could be done. I was told I could request the service report from the dealer,and that the engine was replaced under the direction of the Mini Field Engineer.

Follow up requests for the service reports were submitted,again, no response. Then I was asked about picking up the vehicle from the dealership,and explained that we were awaiting responses.

This is not the customer experience that I hear about from Mini owners. It is fair to say that due diligence should be completed when accepting responsibility of the service and troubleshooting of equipment that can put people's safety at risk.

I am very fair and patient. I understand that the vehicle wasn't built by the dealership. I understand that people make mistakes.

I am not the one who built the vehicle,serviced it,made the mistakes, nor do I have time for this. I am the customer that purchased a new vehicle to avoid the inconveniences that can be associated with purchasing used vehicles. I should not have to deal with the added stress this has caused or the negative impacts it has been making on my marriage.Desired Settlement: It was requested the car be returned, and the loan be canceled. This was denied, with minimal information provided, or regard to the details of the entire situation. The ideal resolution is for the car to be returned, the loan canceled, and a refund of the initial down payment provided. This is not the customer experience I hear about, and the dishonest attempt to omit the "repair" or "replacement" of the engine from records provides not reassurance. The blatant disregard for personal safety is the most concerning and disappointing of all.

I look forward to hearing from you with a positive outcome to end the unnecessary stress and time consumption this entire experience has caused. Feel free to contact me via email: [redacted]

Business

Response:

To Whom It May Concern:I am working with MINI USA to come to a resolution with Mr. [redacted].I have left a message with Mr. [redacted] to call me on my cell phone.I will keep you posted of the outcome.Regards,[redacted]GM MINI of Tempe

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and am waiting for feedback from the dealership and Mini of USA. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. I will follow up if needed.

Regards,

Review: I was contacted by a Mini Cooper customer service representative on 09/10/2015 named [redacted] She informed me that the Mini Corporation would not honor the warranty because the Mini Tempe office has found my mother at fault. I asked her for her e-mail address and supervisory contacts. She stated to call the 1-800 number. She also stated that all complaints go to her anyway and that she was the final say. She refused to provide any further information. Later, I received a call from the service manager at the Mini office in Tempe, AZ. His name is [redacted]. [redacted] advised me he was going to contact their corporate office in attempt to remedy the issue. I received a call today (09/11/2015) from [redacted], once again, advised me she would not honor the warranty because the Mini Office in Tempe believes my mother was negligent. The service manager ([redacted]) contacted me to remedy the issue, but the corporate customer service department (Jodie McClain) will not help. Strange? I have asked for the name of the technician who gave the false diagnosis. This false diagnosis was then sent from a service advisors e-mail named Steven Pham. I have also requested detailed information on how Mini Tempe has found my mother at fault. How the warranty is not valid. Not to just say it, but to show it in a detailed report. I have decided to reach out to news stations locally and nationwide.ComplaintSubject-Mini Cooper Manufacture Warranty ComplaintVehicle- 2013 Mini Cooper (ID# [redacted]Vehicle Owner-[redacted] cell [redacted]) Office ([redacted])Son of Owner of Vehicle-[redacted] cell ([redacted]) e-mail (a[redacted])Hello, my name is [redacted]. I need to contact the BMW Mini Cooper corporate management, [redacted] and [redacted] with a great concern. I am contacting the corporate management, [redacted], [redacted] and [redacted] on the behalf of my mother[redacted] Pin [redacted]. She recently purchased a 2013 Mini cooper that is currently under manufacture warranty. The very first time she drove the vehicle she noticed that something was wrong. The next day, she took the vehicle to the Mini Cooper dealership located in Tempe, AZ. She was informed via e-mail by a Mini Cooper service advisor named Steven Pham that the engine had a catastrophic coolant leak. He informed her in his e-mail that it was her fault the engine over heated. He also stated that he would not warranty the engine. He estimated that it will cost her and additional $10,*14.00 to repair. I will explain further in detail.My mother has always dreamed of owning a Mini Cooper. Her dream came true on August *, 2015, when she purchased a 2013 Mini Cooper Hardtop/2DR CPE [redacted]). She purchased the vehicle from a salesman at [redacted] named [redacted]. [redacted] is a business which operates in Casa Grande, AZ. The vehicle had 35,807 miles on it when purchased. It is currently under manufacture warranty. My mother paid approximately sixteen thousand dollars cash for the vehicle. The Mini Cooper also had a warranty which would protect her from a catastrophic event. The Mini Cooper Corporation advertises a four year/50,000 mile warranty. It advertises that Mini Coppers commitment is to quality, durability and customer satisfaction. This is clearly demonstrated by the 4-year/50,000-mile warranty. The warranty covers everything except the tires. She purchased the vehicle in good faith with the understanding that her Mini Cooper would be a safe and reliable vehicle for years to come. How can the Mini Cooper Corporation call her negligent? The definition of negligent is the failure to take proper care in doing something. Driving a vehicle once is not negligent. If any party is being negligent it would be Mini Cooper in not honoring the warranty. The warranty gave her the peace of mind to purchase the vehicle; without it she would not have made the purchase. My mother has worked very hard to make the $1*,000 to purchase this vehicle. Please contact me so we can settle this matter. Thank you for your time and consideration.Desired Settlement: Honor the manufacture warranty, or provide concrete proof of my mothers fault. I believe the vehicle diagnostic is a fraud because the company wants to avoid liability. I have other documentation that I want to provide the Revdex.com.