Pit Stop

Open Road MINI of Morristown stands behind their work [redacted] will work with Ms [redacted] and discount the repairs as notedI'm sorry that you feel you were treated unfairlyIt is our mission to treat our customers with respect and honestlySincerely, [redacted]

I’ve attached the only paperwork we haveCopies were made of the warranty for our records and we do not have the originalsI apologize on behalf of the dealership if they were misplaced but they are not in our possessionIt’s not clear if they were ever returned to us by the USPS after they were sentAs per the 7/70k coverage, the emissions warranty did not cover water pumps His aftermarket warranty did, which was canceledRepairing the water pump and deceiving the insurance company in order to cover the repair was not something the dealership was willing to doWe told the customer we should replace valve cover first, then perform a compressions and leak down on the motor to make sure the motor is OK Mr [redacted] declined since it was not coveredIt is not our practice to be deceitful I’m sorry Mr [redacted] is not happy with the results of his service but we stand behind the diagnosticFred G is more than happy to discuss the repair and paperwork with the customer to clarify any 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]

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 availableThe 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 page.There is no extension of the warranty offered especially after a problem has been detectedMr [redacted] purchased the warranty with someone other than Open Road Mini.I again suggest that Mr [redacted] contact Fred G directly at the dealership to resolve this.Sincerely,Missi C

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 her.Getting a copy of contract is all I wanted, and could expect from this dealership I am rejecting this response because: 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 oursThe warranty had expired in and not days prior to the claimWe can not alter our records nor would weThe diagnostic fee is a standard fee that all repairs incurI'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: 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: ***
Dates given are all correctCar was picked up and signed for with no bill dueThis can be verified by signed blank work order.Car 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 warrantyThey could not even assist in that
I am rejecting this response because:
Regards,
*** ***

*** ***We take these issues very seriously and feel that we have worked with you on every one of your concernsI asked our Service Manager at Mini to pull the file and document each service appointmentThe following is a detailed list: Purchase in June of
2015. 1) Her first service visit was 7/1/with 47,miles for a noise from brakes concernThe car was looked over and determined that there was no issue with her brakesThey are still above minimum specificationRear brakes will be due soon but still has a few thousand miles to goThere was also an axle seal leaking at that time which we covered for the customer and absorbed her $deductible as a goodwill since she had just purchased the car.2) Next visit was 10/28/with 51,milesShe states her brake warning light came onThe rear brakes needed to be replacedShe paid for this maintenance ($500) and we discounted the job to assist her.3) Next visit was on 11/18/with 52,milesThe was in for a coolant leakWe diagnosed the car and found that the oil filter housing had begun to develop a coolant leak and needed to be fixedThis was covered under the vehicles warranty and customer paid her $deductible this time as we covered her deductible last time for the axle leak.4) Next visit was 1/20/with 54,miles for a routine oil changeCustomer paid the discounted rate of $5) Next visit was 2/25/with 55,milesVehicle was towed in because customer had blown the clutchThe 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 $to $for the customer.6) Next visit was on 6/8/with 58,miles for a check engine light which ended up being an ignition coilIgnition coil was covered under the CPO warranty of the vehicle and customer paid their $deductible since we assisted them with $of assistance on the clutch at the prior visit.7) Next visit was 8/19/with 62,milesThe high pressure fuel pump had failed and was replaced under warranty, free of charge to the customerWe also absorbed any deductible to again show good faith in assisting the customer.8) Current visit, the mileage is 66,milesThe customer had come in last week and we checked their check engine light concernWe 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 ***) said that he was not going to have us install the plugs and that he would do it himselfThe vehicle returned this week with a check engine light on againWe took a second look at the vehicle and found that the customer (*** had improperly installed the spark plugs, over tightening them and cracking the plugsThe spark plugs were so tight that it took considerable effort to remove themCustomer denied improper installationAs a courtesy to the customer, Morristown MINI covered the broken spark plugs for the customer and did not charge the customer any labor or deductible Photo attachment enclosed of condition of spark plugsAll spark plugs were cracked and damaged. We are an authorized MINI dealership and we stand behind the product and our workI believe the vehicle history supports that.Sincerely,Missi C***

Complaint: ***
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*** *** 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,
*** ***

Complaint: ***
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 *** ***, wants to offer extended coverage of warranty greatBut neither Morristown MINI or *** *** has returned calls in December, January February.As 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 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 correspondenceWith this lack of attention to detail they want someone to contact them about repairing their car
Regards,
*** ***

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 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 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 that.It 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 out.Please contact Fred directly at the dealership to discuss this further.Sincerely,Missi C

AFter speaking with *** ***, 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. *** talkedto the mother and daughter, and gave them the best discount possibleCustomer also hadaftermarket warranty that would not cover repair.Regarding the brakes, the service history states that*** said it once, 5-10k miles she would need brakes. He was not trying to rip her off since he said the brakes were fineHewas just giving her a rough Idea when they would be due.The service history is in the text belowMini of Morristown is happy to do the repair and offered a discounted rateWe still stand by that.Sincerely,*** *** The first visit the vehicle got ton 9/12/as percustomer C/S OIL LIGHT CAME ON STOPPED CAR QUART OF OILPOUREDOUT C/S HAS ***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-INSTALLED NEW HIGHPRESSURE FUEL PUMP THEN CLEARED FAULTS AND TEST DROVE VEHICLE IS NOW OPERATINGAS IT SHOULD AT THIS TIME (WARRANTY EXTENSION SI# M10) 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

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

Complaint: [redacted]
I am rejecting this response because:How/what/when just keeps changing with this dealership.The bottom line is they can't be counted on for simple things,return paperwork, how can they be reliable for complex repairs.The repairs were not authorized by me because they should have been covered by extended warranty. But I couldn't contact them because this dealership was holding my warranty paperwork. MINI would even tell me there name and number until Revdex.com git involved.Horrible 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 vehicle. Glad to say goodbye to this car.
Regards,
[redacted]

I’ve attached the only paperwork we have. Copies were made of the warranty for our records and we do not have the originals. I apologize on behalf of the dealership if they were misplaced but they are not in our possession. It’s not clear if they were ever returned to us by the USPS after they were sent. As per the 7/70k coverage, the emissions warranty did not cover water pumps.  His aftermarket warranty did, which was canceled. Repairing the water pump and deceiving the insurance company in order to cover the repair was not something the dealership was willing to do. We told the customer we should replace valve cover first, then perform a compressions and leak down on the motor to make sure the motor is OK.  Mr [redacted] declined since it was not covered. It is not our practice to be deceitful.  I’m sorry Mr [redacted] is not happy with the results of his service but we stand behind the diagnostic. Fred G is more than happy to discuss the repair and paperwork with the customer to clarify any questions. Sincerely, Missi C

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:
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

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]