Preston Jackson | Page 33

Customer Experience has Steadily Gone Downhill Disappointed to leave a 2 star review at this business. We purchased our Mini Cooper in 2012 from Otto's Mini and had a wonderful experience with the Disappointed to leave a 2 star review at this business. We purchased our Mini Cooper in 2012 from Otto's Mini and had a wonderful experience with the sales team and staff. The next few times we brought our vehicle in for annual service or a major issue (the vehicle we purchased had major technical issues with the engine - so much so, Otto's mini had our car for about a month one time just trying to figure out what was wrong with a brand new vehicle. We have been patient and thrilled with the experience due to the pristine customer service back in 2012-2015. Unfortunately, we feel the customer experience has steadily gone downhill since 2015. The motto for our last visit seemed to be over-promise and under-deliver. I'd like to think this is a fluke, but the past few times we've taken the car in for a simple oil change, it has been not a wonderful experience (though I'd rate those closer to the 3.5 star range, not a 2). This time around Otto's was kind enough to change my appointment to a Tuesday instead of my originally scheduled Thursday. I discussed with the Rich (who called to change my appointment from Thursday to Tuesday - appointment at 10:20a) that my vehicle had a bubbled passenger tire and needed to be changed and I believed my car needed an alignment. I also needed a loaner vehicle because of my work schedule. No loaner vehicles were available and let me know I could sit and wait for my car - but a tire change AND alignment could take almost 3 hours. I declined and arranged to drop the car off Monday evening after work and received a confirmation email that my appointment had been changed to Tuesday at 10:20am. I dropped my vehicle off Monday evening (with the impression my appointment was Tuesday Morning around 10:20am). After an extremely awkward drop-off experience Monday evening (no one there to receive my car, a woman from sales(?) came out and let me know it was fine to leave it), I did not receive a phone call (I believe from Preston, but I do not recall who called me initially) about my car until after 1:30 from Otto's Mini inquiring WHY my vehicle was at their shop. I was a bit surprised by the call because my appointment was suppose to be earlier that morning and my appointment confirmation email detailed exactly what was wrong with the vehicle. I had arranged a ride to pick the car up by 4:00pm Tuesday. He let me know he'd call me right back with the status of my car - still under the impression it would be ready for pick-up prior to close of business on Tuesday. Next call is Tuesday at 4:54pm to let me know that Ottos would be unable to do an alignment on the vehicle without doing about $800-$2000 worth of additional estimated work. The 3 minute phone call from Preston resulted in him apologizing for the estimate (it was wrong), he was going to remake it and call me right back so he could explain it. No additional phone calls were received from Otto's on Tuesday, though I did receive in my email an additional estimate for more work on my vehicle (the report went from 2 findings to 4 findings and the score of my vehicle went from a comfortable 80's score to a 60's score). Wednesday I call the service department 2-3 times with no answer around 10am (after waiting for Prestons phone call again that morning) and I finally leave a message inquiring about the status of my car. A this point I assumed something was wrong with the estimate still because Preston had told me over the phone it was wrong and confusing AND he would call me back. Received a call from Preston around 10:50a and he asked why I never approved the estimate that was sent the night before. After I explained I was expecting a call back from him, he barely apologized for not calling and told me he needed an answer about the service. To avoid a lot of "she said" / "he said" - he essentially told me he attempted to call, but the phone didn't connect or ring (not sure why he didn't try to redial and call back if this was the case? Or send a follow-up email letting me know he tried?). He then tried to explain to me that my car was in poor shape, but he said I could just change the tire and it would be fine without doing the additional work. This happened in a 3 minute phone call. I told him at this point just to change the tire so I could get my car back asap (I use my car for work!) and I was extremely disappointed with the turnaround time and the miscommunications we were having. I was quite upset after getting off the phone with Preston, he was not very polite and seemed to blame me for the communication issues. My husband decided to call Otto's Mini back and get some of the additional work done. He also tried calling the service department about 3 times and finally connected with sales who I believe transferred him to the service department to approve some of the additional work. This is now Wednesday. After we approved the work around 11:30a we received no additional phone calls, text messages, or emails from Ottos on Wednesday. Keep in mind, my appointment was Tuesday morning and I had already mentioned to Preston and Otto's that communication was important to me. Thursday morning I get a text message at 7:58am letting me know my vehicle is ready for pickup. My husband and I go to get the car around 6:00pm on Thursday after we finish work for the day. We arrive to be told that all of our warranties have expired on the car (the extended warranty expired on April 17, 2018... we received NO notifications from Mini Cooper or Otto's that it was expiring or already expired). I told Preston and the woman behind the desk that it would have been nice to have some notification that our warranty was about to expire and Preston informed me that all the work on my car wouldn't have been covered anyway by any of their warranties (not my point, my point was it would have been nice to have been informed prior to it expiring). I step out of the room because I am not impressed with how we've been treated and I let my husband pay the remaining balance. Preston then makes the statement to my husband, "she seems upset." My husband explains why I'm upset and it gets into a "he said / she said" debate where my husband finally decided to stop discussing it with Preston because it was going nowhere. My husband also mentioned to Preston that the quality of the customer experience at Otto's has been noticeably different over the past couple years and when a customer is presented with a high bill that better communication is expected. My husband paid the bill. Preston took me to my vehicle and opened the bay door to let me out - not once did he apologize to me after asking my husband why I was upset. I would think that after telling Preston all of these things that upset us (communication being the number one upset factor), that we might receive a phone call from someone else from Otto's or Mini Cooper in general to discuss what happened - but alas, we did not receive any form of communication - just this online survey. I debated all weekend if I wanted to leave a review - I suppose if Mini or Otto's had followed up I probably wouldn't have taken the time to leave a review. So if you've made it to the end of this review (or scrolled) my major issues for the 2 star review is poor communication and over-promise and under-delivering. I hope my case is a rare one with Otto's Mini for the sake of all their long-term customers. More

by Jen Verified Customer Verified Customer

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Inspection and regular maintenance The crew at Otto’s is top notch. I was advised of a recall on my vehicle and was told how long the process is expected to take. The personnel in all o The crew at Otto’s is top notch. I was advised of a recall on my vehicle and was told how long the process is expected to take. The personnel in all of the departments are laser focused on customer service. Good job Otto’s!! More

by ZACK_HEARN Verified Customer Verified Customer

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Timely and welcoming. Always ready at arrival. I was late and all staff were super accommodating! The crew is super at taking care of my car and providing great service! Always ready at arrival. I was late and all staff were super accommodating! The crew is super at taking care of my car and providing great service! More

by tklobb Verified Customer Verified Customer

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1st time serviced on my new mini Preston Jackson was the greatest. All was well with my car, very informative and pleasant experience. Thank you , wish you weren't so far away! Preston Jackson was the greatest. All was well with my car, very informative and pleasant experience. Thank you , wish you weren't so far away! More

by jlpalma Verified Customer Verified Customer

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Went above and beyond to get me the best deal. Preston went the extra mile to honor two coupons that were not really meant to be used together. Repairs and services add up quickly and every little Preston went the extra mile to honor two coupons that were not really meant to be used together. Repairs and services add up quickly and every little discount helps! He also replaced my windshield washer motor free of charge because he discovered that the problem was actually a clog and not the motor after he installed it. I also had them detail my car inside and out and it turned out amazing! Looks brand new! More

by MELFUNKTION Verified Customer Verified Customer

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Impressive customer service Ottos Mini has been impressive and the employees and management have earned and deserve my business. They are knowledgeable, thoroughly professional a Ottos Mini has been impressive and the employees and management have earned and deserve my business. They are knowledgeable, thoroughly professional and friendly whether I have been there to shop for a new Mini or have my current one serviced. Easily recommend others to see them for sales or service. More

by MH Verified Customer Verified Customer

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Friendly, knowledgeable, helpful staff Every encounter I have had with the employees at Otto’s has been a pleasant experience. The Service Advisor is very knowledgeable and keeps in touch w Every encounter I have had with the employees at Otto’s has been a pleasant experience. The Service Advisor is very knowledgeable and keeps in touch with me when my car is in for service. More

by Minidriver Verified Customer Verified Customer

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Very Professional and Capable Staff I always appreciate how clearly the team communicates with me about the reason for service, potential repairs and possible other needs. Topped of flui I always appreciate how clearly the team communicates with me about the reason for service, potential repairs and possible other needs. Topped of fluids. Didn’t worry that I need until Saturday afternoon to return my loaner although my car was ready on Friday evening. More

by marilyn.bess Verified Customer Verified Customer

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Exceptional Experience Our Mini Cooper Convertible went in for its first service at Otto's last week. We were surprised at the exceptional service and attention we received Our Mini Cooper Convertible went in for its first service at Otto's last week. We were surprised at the exceptional service and attention we received. We highly recommend Otto's based on our first experience. More

by mmott2 Verified Customer Verified Customer

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Service Review Great overall service for my 2013 Mini Cooper. Although I have to travel more than 25 miles from Newark Delaware - the trip was worth it Great overall service for my 2013 Mini Cooper. Although I have to travel more than 25 miles from Newark Delaware - the trip was worth it More

by blackspeede Verified Customer Verified Customer

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