|Address:||198 Madison Ave, Morristown, NJ 07960, USA|
|Working:||7:30AM–8PM 7:30AM–8PM 7:30AM–8PM 7:30AM–8PM 7:30AM–8PM 9AM–6PM Closed|
When I was having my car serviced one day, a woman whose son was about to purchase a Mini Cooper came over to the department and broadly asked the people waiting about what their experience had been. I immediately said to her "Have your son buy that car this minute and dont look back!" ANYBODY can buy a car anywhere, but the key factor most people dont account for is the quality of service after the check is signed. That young man was lucky his mother was an astute consumer. Why? Because the place where customer satisfaction and brand loyalty are truly born and nurtured is at the Customer Service Counter, NOT the sales desk. Prior to purchasing my Cooper, I owned a Lexus. I will never, ever buy another car other than from Mini of Morristown. Why? Because I feel safe driving a little car that gets a lot of TLC from Erving and his team. When I come in for a routine service, they check everything thoroughly. When I have a problem, they dont rest until its resolved. One time, I came in three times for a noise and Erving had me come back when the Shop Foreman, Bill could take a drive with me to see if they could determine the source. What other dealership DOES that today? Another time, my tire indicator said I had low pressure in one of them. I filled it with air. Two days later, the indicator light signaled again. I was going to Connecticut the next day. I pulled into Mini of Morristown without an appointment. Erving and his team worked me into the schedule and found a nail in my tire and fixed it while I waited. What other dealership DOES that today? The team smiles, they are patient and respectful of everyone. One day, I witnessed Erving handle a difficult and unappreciative customer with the utmost courtesy. NOTHING was going to make that man happy, but Erving didnt let that stop or bother his efforts to do so. It doesnt stop at the Customer Service desk either. Why? Because right after the New Year, I drove home after that snowy blizzard hit New England. When I started my car on Saturday morning for the long trip back from Boston, all FOUR of my tires were low. I knew it was from having the car parked in freezing temperatures. My washer fluid was frozen and wouldnt spritz. As I neared Morristown, I called the dealership to see if I could swing by to have this attended to. The first response was that the Customer Service department had closed for the day. I wasnt satisfied and said to whomever I spoke to that I was coming anyway and expected these simple tasks to be attended to. When I arrived, Gerry (in Sales) took over. He greeted me and was so GRACIOUS in his helpful and deft handling of my car. I waited in the Customer Service area with a cup of coffee (always delicious by the way) and when Gerry pulled up my car, it was even WASHED! Amy stopped by to chat with me and I was so impressed with these simple courtesies. Amy and Gerry understand, as well as the Customer Service team: everybodys job is Customer Service. Because of this unique spirit at the dealership, I carry the business cards of Mini of Morristown in my purse. I know one person who has purchased a Cooper Clubman at the dealership because of my enthusiasm. Ive handed out your cards in parking lots and on the street to anyone who asks me about my Mini. Why? Because I owe it to the people who sold and service my Mini Cooper. Thank you for your leadership in fostering this culture in your car business, Sincerely, Thaddea B. Kuchera
Terrible Pre-Owned experience. 14K in the hole I acknowledge my mistake in this instance of buying an off brand car that was not certified, but regardless this was from a dealership, not a lot. In Oct/Nov 2015 I purchased a 2011 Lincoln MKT with 60k miles. The car had an inspection sticker 3 months out of date upon sale. I bought the EasyCare extended warranty along with the car in case of emergency. In March of 2016 the PTU on the car failed and needed total replacement. Warranty covered this. Repair took 8 days In June of 2016 I had to get the car towed after it wasnt running right. The oil separator failed causing a backup into the crank case. Crank case needed total replacement. This was not covered. $1500 for the repair. Then the big one During the test drive the mechanic realized that replacement hadnt fixed the problem. he said the damage was done and the entire engine needed replacement. They said they had never seen this not be a covered repair so I approved the engine teardown. They (EasyCare) audited my service records and deemed them to be satisfactory. They sent an adjuster to look at the motor. Since the engine fail was caused by a non covered part the covered part was no longer covered. I called Amy from the dealership. I left her a message and within a day I heard from Franco from EasyCare, he told me not to worry and he would take care of it. After two weeks of me chasing everyone down the Lincoln dealership repairing the car were the ones that told me they were told once more this was not covered. I called Franco immediately and he told me he did not have the power to authorize such a repair and I should contact Amy, I called Amy again and got a hold of her. She tried to reason with me that owning the car for 8 months and 12,000 miles was actually a pretty significant time. She then asked me what I thought was fair which I took to mean as an opening of negotiations. The dealer quoted all in for a re-manufactured engine to be 9500. I said I will pay 2500 if you Easy Care / Mini of Morris will pick up the rest. She said fine. The very next morning she called back with a completely different story. Said that Easy Care would pitch in 2K and she would give me $500 as good will for being so level headed about the situation. I would be responsible for the rest. The car was a lemon and no longer held value. I have never once in my life posted a review until now. tl;dr. bought a used car and additional warranty plan from Mini of Morristown. $20,000. 5 years old with only 60K mileage. Within 8 months and 12000 miles the car completely failed. I was only able to salvage $2,500 for the car as a trade. + an additional $2,500 from EasyCare/Amy. I had to roll the balance owed into the cost of a new car. I called an attorney in the family who said I just got a really bad shake on the whole thing. Missed Lemon law by 2k miles and couldnt pursue further action against Mini because they had me sign General Release of liability form before I picked up the $500 check. Nightmare. I was without a car for 49 days and upside down $14,000 aftter all was said and done.
I have nothing but great things to say about my experience with the MINI of Morristown dealership. The staff was very friendly, professional, and trustworthy. I decided to stop by on a Thursday evening after work without checking their hours of operation and happened to arrive during closing time. Regardless of this, Jason (Lee) was very friendly and attentive, and took the time to talk to me without any rush. He even let me wander around sales floor for a few minutes to check out some of the floor models. I told him that I was looking to test drive a new Countryman and ,that depending if I like the car, I will be interested in financing one. We exchanged information and I told him I will be emailing him that evening with a list of the cars I was interested in from their dealer’s inventory, as well as how much I was looking to provide for downpayment and the amount I was looking to keep my monthly payments within. We made an appointment for me to test drive one of the cars from my list the next day. Jason also introduced me to Kyle (Lightwood) - another member of his staff before I left. As it happened Jason was not be available to do my test drive the next day, but instead of canceling he contacted me and asked me if I would be ok with Kyle helping me instead so that I didn’t have to delay the test drive until he got back the next day. I told him I was ok with it, so I showed up the next day for my test drive. Kyle had a Countryman ready for me to test drive when I showed up for my appointment; it wasn’t the model that I originally wanted to test drive since that one had been accidentally taken to the wrong dealer. The car Kyle had prepared for me to test drive was very close to the one I wanted (from the price, to the color, and the accessories). He apologized for the inconvenience and gave me the choice to wait for the car I was originally interested to be brought over to begin the test drive, but I told him I was ok to go on and the test drive the model he had already prepared for me. The test drive went beyond well! When we got back to the dealer the car I was interested in was already waiting for me. I got the chance to check it out but at the end decided to go with the model I test drove instead. I was only $400 over my initial price range and I loved the added features it included. Kyle walked me thru the buying process (including my trade-in) and kept the numbers within my previously specified boundaries. He did not pressured me into anything and listen closely to my every concern. I came back the next day and finalized all the paperwork for the purchase. I short I am very happy with my new Mini Countryman. Jason, Kyle, and Mohamed (from the financial services) were nothing but amazing to me. They made me feel at ease throughout the entire process. This was by far one of the best (if not the best) car purchasing experience I’ve ever had. I highly recommend the staff at MINI of Morristown, and I am looking forward to taking my Countryman to them for maintenance service in the future.