Mini broke my Mini. - LTNay
Mini broke my Mini. I've been a loyal customer of Mini of Reno since 2014, when I purchased my barely used Cooper Convertible. I bring it in for annual oil changes and service checks, maintain it well, replace parts as needed and have always felt welcomed, taken care of as a patron and that my car was serviced well. Until last year.
In May of 2023, I brought my car in for an oil change and check-in. I also indicated that the convertible roof was not functioning properly and asked that it be checked out. When I arrived to pick my car up, a week later, I was sure not to leave the lot without checking my car over. The roof was still not working properly. Parts had obviously been removed and not replaced correctly. As I attempted to use the convertible roof pieces detached. I ended up speaking to the customer service agent and, ultimately, the head technition. I had to reschedule clients as a result of the extra time spent at the dealership waiting for my vehicle to be repaired and, upon arriving home, found that parts had gone missing from my roof.
In October, I brought my car in for maintenence indicated by the warning light. This time, when I picked up my car (a day later), the door open indication tone had changed and was incredibly loud. I couldn't believe that no one noticed this was a problem. The USB and AUX did not work. Something was seriously wrong with my car. I was shocked when, after waiting hours for the scan to identify what was wrong with my car, that Jeff Leathers, the head tech came out to show me a youtube video (which I had also found while researching the issue) and basically indicated that I had done the damage.
Again, my schedule was disrupted by the need to stay at the dealershp while my vehicle was assesed. Ultimately, they had to keep my car to repair it. One of the reasons I have remained a loyal Mini of Reno customer is because of the service I receive including a loaner which they provided for this case and the prior. I appreciate this and the comfortable waiting area.
20 Days later my car was ready for pick up. In the meantime I had multiple exchanges with Lloyd (service agent) and a very serious exchange with Jeff Leathers who had obviously been made aware of a letter of complaint I had sent to Mini corporate. I was charged $100 to replace the stereo in my car which, evidently, had "gone bad." While I have no proof of how this happened, I do know that it didn't happen while it was in my possession.
All of this being said, I don't think that there is anything inherently bad about Mini of Reno. I think that the technitions are not proper mechanics, that they aren't well trained in customer service and, while I don't think the customer is always right, much would have been different in this situation if an admittance of mistake had been made up front. No outreach or efforts were made to ensure that I was satisfied and compensated for the inconveniences.
It took me a year to write this review because I want it to be accurate in telling the story. I also want vehicle owners to know that you have to speak up when something doesn't seem right and always remember: don't leave the lot until you've made sure your vehicle is in full working order.
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