Let me start off with... I called before I showed up to... - sarahhaines678
Let me start off with... I called before I showed up to verify I could get my wheel locks unlocked due to my key being damaged. When I showed up about 10 minutes after I called no one was in the service department. I waited for about 30 minutes without anyone acknowledging me. I finally went to the front desk and asked if service was open today (even though I knew they were because I had called before showing up) and the lady at the front desk said they were and that they were short staffed but Thomas should be with me as soon as he came back from the service department below. She told me where his desk was and to wait by it for him. I thanked her and went to what she said was his desk. I waited for about another 10-15 minutes with no interaction. Finally a gentleman came up to me (who had been working with another lady when I came in) and he asked me what I was needing. I told him I had called earlier needing my wheel locked unlocked due to the key being damaged. (I had the key with me and showed him) He proceeded to tell me that they didn't do that here but if I wanted I could go to parts and see if they could order me a new set. (knowing this was unnecessary but hoping someone could and would be willing to help in parts I went over) No one was at the parts desk and I didn't want to wait for long time again so I called parts from my cell while sitting at the parts front desk. A gentlemen answered the phone, I explained my interaction with Thomas, about how "we don't do that here" and the parts guy seamed confused. He sent out one of his guys to help me, to make sure I was speaking to the correct person. The parts escort took me to the same guy I had just spoken to. The parts guy explained what I needed to Thomas and Thomas said that they were not able to do that unless they looked at my vehicle. I explained that I only need the key to unlock the wheel lock and that I don't need my vehicle looked at, that I had called to verify before coming that this was something they did. Thomas then said that if they needed to take my vehicle down to the service deck that my car needed to be checked in and that they would need to verify that my locks were actual Mini locks and not another brand. I confirmed they were Mini and he insisted on looking at them. I took Thomas to my vehicle and showed him my locks and the bad key. He insisted they were "after market" and "not Mini" locks. I opened my trunk and took out the packaging that my key came out of and showed him that they were indeed Mini and that they (Global Imports Mini) should have a master key to unlock my wheels. He proceeded to tell me that to do that he would need to take it to the service deck and check my vehicle and that it would take about 2 hours. (I JUST NEEDED THE WHEEL LOCKS UNLOCKED... NOTHING MORE! Why should that take 2 hours?!) I explained one more that that I didn't need an inspection that I only needed the wheels unlocked. He then said that they need to use a "special machine" to unlock my wheels. I questioned him (as one who has changed tires before that have had wheel locks on the tire) I asked him how that is possible if people need to be able to change their tires on the side of the road why they would make it so a "special machine" would need to be used to take the wheel locks off. At this point I had had enough. I had been lied to more than I care to count, from the "we don't do that here" to the "special machine" needed to undo the wheel lock. The manner in which I was treated, how I was patronized and spoken down to, to the unwillingness to even get the universal key to see if it would have even been an issue! Thomas Rickard is no someone who should be in front of the public. He is rude and unwilling to help, and his ability to speak to people without being patronizing is remarkable! (not a good thing). Please send Tomas Rickard to training so he can better interact with the public. So he can learn how to listen and not patronize people, as well as lie to them or question them when they have proof of the contrary (my locks and key being Mini, him telling me they aren't) I am INCREDIBLY disappointed and enraged with how I was treated today.
Read More
Dealer Reviews
Service Reviews
Cars for Sale
Dealer Log In
