iamwiz82
Lifer
Before you bitch about why i dont do the oil change myself, the car included 36,000 miles of maintenance. I was taking advantage of something free.
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I purchased my MINI Cooper in December of 2003 from your dealership and since then have been exceptionally pleased with the service I have received. Earlier this year, I had the Check Engine Light come on and the car was scheduled to be serviced in less than a week. Your staff had it done in less than one day and I was thrilled.
Unfortunately, the track record of your service department has fallen short on my last visit. On or about July 12th of this year, I scheduled a service for an oil change and some minor issues to be looked at. I was informed that the nearest opening was 2 weeks and 1 day away, on July 27that 8:00am. I had no issue with that, assuming that this was because time was being allotted to cars so they may be fixed in one day.
On July 27th, I came at 7:45am, hoping to drop off the car quickly so that I may get back to work as soon as possible. A porter dropped me off at around 8:30am, meaning I was one hour late for work, but not a major concern since I had predicted this. At 3:00pm on July 27th, I received a call from the service department saying that the car was not looked at and that there were three cars ahead of me, unfortunately I cannot recall the lady I spoke to at this time. At 4:00pm, I called xxxxxxx to confirm that the MINI would be locked up, as I had mistakenly left some items of value in there, assuming I would be picking it up the same day. He said that they would be locked up and that there were now a total of five cars ahead of me. This comment caused me some issues, however I accepted the fact that I could not get my car that night. Motor City MINI arranged a rental car for me and had it dropped off at my work to limit the inconvience, of which I do appreciate.
At 2:00pm on July 28th, a I received a call from xxxxxx stating that there was no way that they could work my car before the end of the day. At this point, I was very angry. xxxxxx had said that there were a total of thirteen cars in the shop at this time. When I countered that the day before it had been three, and then jumped to five, she said that she never said there were thirteen in front of me, there were thirteen in the shop. She then stated that there was only one car ahead of me, however they still could not finish it today. When I questioned the reasoning, she said that it takes an hour and half to do a service, plus I wanted both windows and the sunroof looked at because they all squeal when operated. Those services also took one and a half hours each. My final request was a look at the transmission because it made grinding noises when placed in Reverse, however I suspected that it was because Reverse is not synchronized. She never made a mention of this issue. At this point, I requested my vehicle be made ready for me to pick up. She obliged my request without hesitation.
Unfortunately, the damage has been done. I am reluctant to say have no faith that Motor City MINI can handle the amount of work that is being asked to be done, but I must. There are some obvious issues with communication within the service department, and I truly hope that these issues are resolved. For now, I will be forced to take my vehicle 230 miles to Classic MINI in Mentor, Ohio.
I plan on purchasing a 2005 MINI Cooper S in the very near future and I had hoped to use your dealership, unfortunately, I cannot see myself ordering it through Motor City MINI.
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Obviously I cut out the contacts and such.
Is it to strongly worded? I'm pissed, if you can't tell. 😉
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I purchased my MINI Cooper in December of 2003 from your dealership and since then have been exceptionally pleased with the service I have received. Earlier this year, I had the Check Engine Light come on and the car was scheduled to be serviced in less than a week. Your staff had it done in less than one day and I was thrilled.
Unfortunately, the track record of your service department has fallen short on my last visit. On or about July 12th of this year, I scheduled a service for an oil change and some minor issues to be looked at. I was informed that the nearest opening was 2 weeks and 1 day away, on July 27that 8:00am. I had no issue with that, assuming that this was because time was being allotted to cars so they may be fixed in one day.
On July 27th, I came at 7:45am, hoping to drop off the car quickly so that I may get back to work as soon as possible. A porter dropped me off at around 8:30am, meaning I was one hour late for work, but not a major concern since I had predicted this. At 3:00pm on July 27th, I received a call from the service department saying that the car was not looked at and that there were three cars ahead of me, unfortunately I cannot recall the lady I spoke to at this time. At 4:00pm, I called xxxxxxx to confirm that the MINI would be locked up, as I had mistakenly left some items of value in there, assuming I would be picking it up the same day. He said that they would be locked up and that there were now a total of five cars ahead of me. This comment caused me some issues, however I accepted the fact that I could not get my car that night. Motor City MINI arranged a rental car for me and had it dropped off at my work to limit the inconvience, of which I do appreciate.
At 2:00pm on July 28th, a I received a call from xxxxxx stating that there was no way that they could work my car before the end of the day. At this point, I was very angry. xxxxxx had said that there were a total of thirteen cars in the shop at this time. When I countered that the day before it had been three, and then jumped to five, she said that she never said there were thirteen in front of me, there were thirteen in the shop. She then stated that there was only one car ahead of me, however they still could not finish it today. When I questioned the reasoning, she said that it takes an hour and half to do a service, plus I wanted both windows and the sunroof looked at because they all squeal when operated. Those services also took one and a half hours each. My final request was a look at the transmission because it made grinding noises when placed in Reverse, however I suspected that it was because Reverse is not synchronized. She never made a mention of this issue. At this point, I requested my vehicle be made ready for me to pick up. She obliged my request without hesitation.
Unfortunately, the damage has been done. I am reluctant to say have no faith that Motor City MINI can handle the amount of work that is being asked to be done, but I must. There are some obvious issues with communication within the service department, and I truly hope that these issues are resolved. For now, I will be forced to take my vehicle 230 miles to Classic MINI in Mentor, Ohio.
I plan on purchasing a 2005 MINI Cooper S in the very near future and I had hoped to use your dealership, unfortunately, I cannot see myself ordering it through Motor City MINI.
------------------
Obviously I cut out the contacts and such.
Is it to strongly worded? I'm pissed, if you can't tell. 😉
