On 1/31/2013 9:27:57 PM jeanettes9048 wrote:
This is the second time this year (in two months) that I have had to have my Mini towed in. The fist time, the week after Christmas it literally took about 4 days for them to even look at it. It was a huge hassle for them to agree to pay for a rental. The car needed a new fuel injection system. I had a new one already put in a year before. We live at 7500 ft altitude and this is obviously a problem that I didn't know about before purchasing the car. I had to have it towed in last year also. They told me I flooded the engine when I started it? Problem is all I do to start the engine is PUSH A BUTTON?
So now once again, just 4 weeks later, it wouldn't start. So I called the manager, Chris, and told him it was on its way (I had already called Mini Roadside Assistance), and that I would need a rental. He told me "no problem"., I told him I needed to pick my kids up from school so I would need the car by 2:30 that afternoon. So 2:30 kept getting closer and closer. No call from Chris. I called and they told me they couldn't get a hold of him, the receptionist even called his cell phone, then she told me she would Text him, she said that all their text go directly to him. No call. I called again....he was at lunch. Called again. He was there this time but had another employee get on the line and tell me to call Enterprise and tell them to just charge Mini. So, I started to call Enterprise at 2:00. They had no available cars in my area, but an Enterprise about 15 miles away would probably have one. So I call that Enterprise, they have a car at around 4:00. So, with no options, I start to give them all my info. Up until the point that I tell him I need to be picked up from my office. They can't go that far.
So, I call back to Mini and ask for Chris. He's in a meeting. I ask for a manager, "he is the manager". So I asked to talk to his manager. The guy says "is there something I can help you with. Well I just started crying, I couldn't help it. I have this stupid car that won't start at least twice a year when it's cold. I have my children stuck at school and I can't get any help.
He was great, he put me on hold, called Enterprise by the Mini office to secure a car for me and sent an employee over to my office to pick me up. I picked up my kids 10 minutes late. Andy was awesome, he should be the manager. He thinks outside the box!
Today is day number 2. I haven't got any calls from anyone for any updates.
On 9/21/2012 8:26:57 PM sixy23 wrote:
My wife brought her car, Mini Countryman, in for repairs 12 days ago. We had it delivered to Ralph Schomp Mini (RSM) on a flatbed. The following day no call was made or returned stating the dealership had received the car. When we finally got a hold of someone who worked in service, they could not find the car. Two days following (they finally found our car) they proceeded to plant her car into a pole--the door(s) had to be replaced--I was told by Matthew it was merely a scratch and the body shop had overreacted.
Making matters worse, RSM never called to inform us about progress or that they had wrecked my wife's new Mini; rather, she called them and was then informed.
She has been brought her car to Mini multiple times preceding this event for a problem never correctly diagnosed or repaired. She did her research and found that others with this problem had discovered it is a software issue. RSM insisted in the past that it was probably bed fuel and put additive in her car. They were wrong. They dismissed the problem altogether on another occasion and finally, after it had to be towed again--for engine failure--they replaced the fuel pump. The problem still exists.
Upset with how we have been treated--not fixing the problem, never calling us with updates (it has been 12 days now), acting cavalier about wrecking her car...I contacted the service manager Chris. He was responsive initially but has again dropped the ball. No follow up calls or information regarding our car.
I contacted Matthew's Vmail this morning and was never called back. I placed a second call in the afternoon and Matthew answered--he had to deal with his customer now. He was pleasant on the phone and professional but had little to no information about our car. I was told I could probably pick it up this eve or the next day as they were going to test drive this vehicle again before releasing it..."I will call you..." No call. No car.
I really don't understand the disparity between Ralph Schomp BMW and RSM. Same owners. Same buisness plan. Very different experience. This shop needs a serious reorg. I would never buy another car from RSM again.