Princeton MINI

Reviews 3

A

A Private User

Read for yourself. __ From: NT Dear OHT, Thank you for reaching out to me once again. I assumed we had concluded our dialogue, and wasn’t aware you were awaiting an additional response. Sincerely, NT __ From: OHT Mr. NT I very much appreciate your response. I really do. It tells me that you care about my business as I’ve had a 15 yr tenure with your company. If I understand correctly, the key premise to your argument is that no one at BMW led me to believe that the repair was going to take 5 days (yet it took close to 5 weeks) and as such it’s indecorous of me to comment about my experience on Google. Again, I believe that you have inaccurate information in the evaluation of this case: I’ve attached an “Estimate of Record” which was done in the presence of one of your service managers (LS) that estimates four (4) days to repair. Now, if someone believed this was not going to be case this should have been communicated to me but it didn’t. Only after three weeks of the car being in your shop did I find out that no work had been done to it. And only after a week of back and forth with several in your team did work start on it. The reason I found it about was because I called Mr. LS not the other way around. Mr. LS claims many reasons for this which as hard as I’ve tried I have not been able to validate and furthermore I have evidence of the contrary. I would be glad to share this with you but do not believe that is the point of this email. As a 15+ year BMW owner, the point of this email is to ensure that you and your team internalize that the service provided to me in this instance is unacceptable for BMW standards. I think few would dispute this. There is no reasonable explanation as to why a service manager wouldn’t reach out for the customer to explain the reasons why work had not started after 3.5 weeks. The other point is to remind you that you offered consideration of reparation for this issue (“yes it’s unacceptable that we didn’t communicate with you and as such no work has been done to it, and I will consider reparation”) yet a) I did not receive and answer from you nor your team nor b) did I receive any reparation even though I had to pay in excess of $1,200 for a rental car (pls. see attached invoice). I did hear someone mention that the reparation that you were offering was expediting my repair after four weeks of no work being done on it. I do not want to believe that this is true. Finally I would like to commend Mr. JS. I will say that once he took over my case, I received a professional service with regular updates, and things worked smoothly as is expected from a BMW dealership. I really do wish that I had had a better experience at your dealership. All the best __ From: NT. Mr. OT I noticed the review that you posted and considering you did this one day after we spoke to address your concerns, I felt obligated to respond. I am certain that no one here led you to believe the car was supposed to be here for 5 days. With adjusters involved in body work situations like this that would have been impossible. Although we lost some time getting it from the service department to our RTE1 facility, John S. and I assured you that we would put your vehicle at the front of the list and expedite the repair. True to our word, we did that. Please keep in mind that if the vehicle was transported to the collision shop sooner, because of the damage that you had done, the time frame would have been 3-5 weeks adhering to the normal schedule (all this in addition to waiting for the approval from your insurance company). I regret that you feel the need to tell others to avoid a “terrible experience” and that we are “incompetent”. Sincerely, NT. __

DJ

DjGizmo412

This is by far the most unprofessional service department I have ever been to.. We have a 2013 mini cooper s coupe. Since the first time we took it for service it has been nothing but isues... Lets just talk about the last visit for now.. We took the car in for a OIL CHANGE. We went to go get a bite to eat, THREE HOURS LATER we returned to find out that it still wasnt finished.. I was then informed that without permission they were re-flashing the computer because it said it needed brakes when it didnt. No brake light on. They informed me the cars brakes were at 7/32s but the computer told them they were at 4/32nds. Now im a 6 Year auto technician and I know for a FACT it doesnt monitar thickness the sensors work off of when it gets low enough to come in contact with the rotor.. RED FLAG #1.. After 2 hours later (5 hours since dropping it off) we were informed that they crashed the cars computer in attempt to re-flash it. We decided to go get a few things out of the car at which point the car was RUNNING. A CAR CANT RUN IF THE COMPUTER IS CRASHED. RED FLAG#2. They inform us they are getting a new radio from Tenn. that it would take 3 days to get. 2 days later the car is finished.. Seems like nothing has changed.. I later pick the car up because the alignment seems off, being a professional mechanic and not wanting to ever return to this dealer I go to check it to find that it has a replaced subframe (about a 2 day replacement job..same amount of time it took for them to replace a radio that was 3 days away) upon futher inspection of the car I find that the driver side tierod has been loosened and retightened again as if someone adjusted it out on purpose.... I will be returning to this dealer with minis regional manager to demand answers to why they replaced the subframe without permission and to ask why someone was adjusting my alignment without permission....

OL

Oliver Maher

I want to give you an example of true customer service: I recently purchased a used 2008 Mini Cooper Clubman from Princeton Mini. Shortly after I bought it the rear barn door lock began to fail and made a weird, rapid clicking noise and a day later it did not want to latch when closed. On the same day I noticed that the vanity mirror light did not turn off. After another week or so the starter began to fail. I wanted to pull what is left of my hair out. So back to Princeton Mini I went. I know, you are thinking "Hey, how can you like the experience if there were issues shortly after you purchased the car?" Well.....They took care of EVERYTHING. They replaced the door lock, put in a new mirror and popped in a new starter. They even gave the car a bath and threw in a key chain for my daughter. Total cost to me - a couple hours of my time and a sweet Mini Cooper S loaner to use (more of a benefit than a cost). Again, I purchased a used car so they didnt have to do anything. Most dealers would have said "Too bad, so sad. Pony up another $1,000." But not the team at Princeton Mini. The sales person, Rich, is a great guy and someone that I felt treated me more than fairly which is something I can rarely say about car dealers. The finance person was fantastic as well and did a good job finding something reasonable given my less than perfect past. Finally, Jim made sure that everything was corrected and that my experience was memorable, in a good way. Princeton Mini went above and beyond every expectation that I had. They are the epitome of customer service. If you do not buy your next car from Princeton Mini you are like Crazy Eddy --- Insane.