ComplaintsforMINI USA

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have always taken my Mini Cooper to a dealer for maintenance. Recently I was told by a dealer that my passenger seat mat needed replaced (my airbag light was on) $2100. My car is a 2013, I bought it new in 2014. I was told my extended warranty would not cover the cost of replacement because my “in service” date was 8/2013. How was I supposed to know that my brand new car’s extended warranty actually started 1 year and 7 months before I purchased it?!? Also, this repair is not normal wear and tear on the car, it’s not something I damaged, it’s a safety issue that should have been recalled and fixed! So now because I cannot afford to put $2100 into my 9 year old Mini, my family and friends are at risk. This is the very first time in 9 years I’ve been disappointed in Mini Cooper/BMW company

  Business response

  01/25/2024

  Tried to contact the Customer via phone and email to no avail.

  
  

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mini of ***. (Mini ****** S issues)With **** miles, 14 months on the road I need to replace 3 tires on this ******. The fourth i already have replaced. Issues: no reimbursement for the tire I replaced within 12 months of purchase as it was under 12 month warranty. I have never had the need/shock of replacing all four tires within 14 months of purchasing a brand new vehicle and be asked to pay for all of it. Furthermore, Mini of *** only offers summer tires or winter tires with no option of all season tires. So MINI of *** expects consumers to replace/switch tires every winter and summer. Need an alternate solution please. As such, i can not drive my car as the Safety inspection would not pass with current tires The *** run flat tires did not last a year and please do not ask me to do the same. Crazy people do the same things and expect different result. I am not there yet.

  Business response

  08/23/2023

  Customer purchased a special edition MINI called a Resolute which comes with the 18 inch rims. All season tires cannot be mounted on that size wheel. The customer would need to purchase new wheels and tires-Customer provided a one-time GW check in the amount of $1,500.00 to use towards the purchase of the new wheel and tire set.

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into *********** in *******, ** on July 12 at 4:30 pm for an oil change service. I purchased a 36 month extended oil service agreement on my 2014 Mini Countryman on June 21, 2021. This puts me at about the 25 month **** within the agreement. My oil change indicator came on two weeks ago while I was problem solving a cracked thermostat that an European mechanic was replacing for me. I noticed the indicator between my car being diagnosed and when I brought the car back in for repair. The mechanic cleared the dashboard indicator for the oil change as well as a coolant light that had been coming on for the thermostat issue. When I brought in the car in to *********** this week, they said I did not need an oil change because the dashboard didn't say so. The last oil change I had was in October 2022 at 81k & they have record of that. I explained that my car is now is 91k and I haven't had an oil change since. The known interval is every ****** miles & the math is very simple. They said I had already had three oil changes in 36 months, but no where on the paperwork is that the stated ***. It seemed like they were going to do anything to avoid honoring the agreement. I asked them to do the math on the ****** miles and to check my aged oil ************* said it didn't matter. They said I shouldn't have cleared the dashboard ************** was my fault. They said they would be happy to charge me $100 for an oil change. They even said I might as well bring it back to the mechanic who changed my thermostat. I spoke to two male employees & one of them was the manager. The coverage of my plan states, "'coverage' under the Program includes factory-recommended scheduled *********** as listed in your Mini Maintenance Booklet at the intervals specified by the maintenance indicator system for 36 months..." The recommended mileage had occurred even if the dashboard had been cleared, which could have easily been done by anyone. They did not honor my oil service agreement.

  Business response

  08/01/2023

  Unable to reach customer-sent an email w/ the following response:In response to your letter concerning the oil change package, if the oil change light indicator was cleared before you went in for the oil change at *********** then it would be a customer pay situation. The dealer cannot override or provide the oil change as part of the service agreement if the indicator light is not on. I can however contact our MINI Regional Field team to inquire if we can reimburse you for the oil change that you paid for at ***********. It is necessary for me to have the paid invoice and I can submit it for review. Once I have the invoice I will have the request reviewed.

  
  

  Customer response

  08/01/2023

  
  Complaint: 20320572
  
  I am rejecting this response because the only solution that was offered was the potentiality of reimbursement for an oil change at a Mini ****** dealership. I had already chosen to receive an oil change elsewhere before this was offered. Additionally, reimbursement was not guaranteed.
  

  I also provided feedback for ways to improve the process but it was patently ignored. 
  
  Its no wonder the BBB score is so low. 
  
  Regards,
  
  *******************

  Business response

  08/17/2023

  Per response on 7/31/23: In response to your letter concerning the oil change package, if the oil change light indicator was cleared before you went in for the oil change at *********** then it would be a customer pay situation. The dealer cannot override or provide the oil change as part of the service agreement if the indicator light is not on. I can however contact our MINI Regional Field team to inquire if we can reimburse you for the oil change that you paid for at ***********. It is necessary for me to have the paid invoice and I can submit it for review.

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a 2012 Mini Cooper Hardtop that I purchased in 2015 at **** ** ***** in California. In December 2022, the seat sensor light came on and went off. My car was 10 years old. Not too long after the seat sensor/airbag light stayed on as soon as I start the car. I’ve took the car **** ** *****, the dealership where I bought the car and paid $200 for diagnostic. The report came back that passenger mat sensor, seat belt sensor and airbag sensor is faulty. The estimate/bill of the repair is $1631.00. Mini Cooper has a Limited Warranty Extension to 10 years/120,000 miles for these items (replacing the OC3 Mat). MC-10153778-9999.pdf (nhtsa.gov). The Service team at **** ** ***** said we just missed the Limited Warranty Extension of 10 years as it is a matter of a few months. I contact Mini Cooper Corporate Office and spoke to Customer Relations requested Mini Cooper to honor the repair as I have not received any communication and owned the car for 8 years. Customer Relations confirmed that they did not send any communication out and they said they will certainly consider for the future however there was absolutely nothing they can do for me. I am shocked to hear as it is a safety issue with faulty seat sensors/airbag and there is a Limited Warranty Extension. She gave me an reason of how customers can overwhelm the service team with the other items that they expect Mini Cooper to cover is why their are no communication. She also said the faulty/safety item(s) “may” or “may not” happen. These ae excuses and a way of hiding to avoid covering the cost of repairs. Most customers are not on the internet searching for faulty parts. The seat mat sensor and airbag sensor are a safety issue and should not have been kept hush. If we received communication from Mini Cooper we would have had the opportunity to take our car in for diagnostic before the within the Limited Warranty Extension. The negligence is on Mini Cooper for not communicating on the safety issue and faulty parts as I believe seat mat sensors and airbag sensors is a major safety item. What would happen if I was in a accident and the part is faulty? I would like the cost of the repair refunded to me, especially since this is a safety issue and falls within the Limited Warranty Extension. Thank you. *****

  Business response

  05/18/2023

  MINI USA will provide as a one -time goodwill gesture a reimbursement for the seat mat and side air bag

  
  

  Customer response

  05/26/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  ***** *******

• Initial Complaint

  04/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2017 **** ****** Hardtop VIN ***************** I was sold the MINI USA 6 Year/100k Maintenance Program Upgrade for $2,495 when I bought my new 2017 **** ******. I was mislead/ lied to that I would have a large savings on future brake replacements. I was told and shown that I would need to replace my front and back brakes at least 2 TIMES, thus the large savings to prepay for these upcoming services. See the attached marketing materials I was given. My warranty expires soon, 6/24/2023, and I HAVE NEVER HAD THE BRAKES REPLACED! My car has 40k miles and the brake pads (6mm) and rotors are above the minimum specifications to require replacement (see attached inspection from ***********************). The schedule shown to me on the sales brochure shows replacement brakes at 30k miles. This was deceptive/fraudulent advertising. I am requesting that MINI USA honor and extend the coverage for ONE complete front and rear brake replacement at my *************** dealership or refund me $1,600 ($750 + $48, sales tax, total of $800 x 2, front and rear brakes). Or MINI USA could authorize the **************** dealership to perform a full replacement (pads and rotors) of the front and rear brakes before the warranty expiration, 6/24/2023. I will proceed to take small claims court legal action and BBB complaint action demanding a refund of overpayment if MINI USA does not replace or refund my prepayment for ONE brake replacement service. MINI USA has still profited from me prepaying 6 years ago and paying in excess of the costs of services even with the brakes being replaced ONCE. I hope MINI USA has stopped using the fraudulent advertising, "SAVE 30%", that I was given to push the extended warranty. Looking up brake information for the **** ******: Average brakes for **** ****** are replaced 40k-60k miles, rear brakes -have a range of 30k-70k. How can the Plan advertising show replacement at 30k miles AND at 60k miles AND 90k miles?

  Business response

  05/15/2023

  Services completed at no charge to customer

  
  

  Customer response

  05/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  MINI USA - Corporate, told me they would NOT honor my request, but ask the Dealership that I purchased my **** car. ************************* dealership will replace the brakes as the marketing brochure showed would be done at least 1 time.
  
  Regards,
  
  *****************************

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I attempted to resolve this directly with MINI USA; however, ******* and ***** could not provide the assistance I was looking for.I have a 2012 MINI Countryman with about ****** miles. ** February4, 2023, I went to ****************************/Quick Lane to check the battery, and after they performeda battery check, it was determined it needed to be replaced. They replaced it with the proper battery as advised by MINI.In short, after the battery was replaced, the turn signal, windows, and lights on the cluster failed to operate. Further, a red vehicleon a lift warning light was also visibleon the dash. Therefore, a diagnostic test was performed, and it was determined that there was no communication with the Footwell module (FRM), and it needed to be replaced.Please see attached. The Footwellmodule defect and failureare known issues with MINI, hence the warranty.They should have issued a recall, not an extended warranty.From my understanding, FRM units have an extremely high failure rate, and often, jump-starting the car or replacing the battery can damage the Footwell module.I contact MINI USA and they told me the10-Year/150,000-Milewarranty ended in October 2022.The warranty period only ended, three months ago, but MINI should also take into consideration the known issues, with the Footwell module to begin with.I'm hoping MINI shows some ****** and good faith and honors itsresponsibility to provide safe and reliable vehicles.I'm seeking to be reimbursedfor the *********** completed. I've been in contact with theMINI of ****** and would like to schedule a repair. From the information, I'vecome across, it appears MINI offers goodwill and cares aboutitsvehicles and the people driving them.If goodwill is offered, though the nearest dealer to me is over an hour away, I will obtain all future manufacturer-recommended maintenance services and repairs from them to show my appreciation and loyalty to MINI.

  Business response

  02/22/2023

  advised customer to visit a local MINI Dealer for diagnosis. MINI USA will cover the diagnostic fee but did advise the customer we cannot guarantee reimbursement on the repair.

  
  

  Customer response

  03/03/2023

  Better Business Bureau:
  
  After sending the requested documentation to Mini USA, they reached out directly and resolved the issue. I appreciate the assistance of all the parties involved. 
  
  Regards, 
  
  *********************

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My 2020 **** Countryman would not operate after starting on Nov 4th, and had multiple error messages on screen. I contacted Mini USA and after verifying my VIN told me I had roadside service. I explained that I was almost 500 miles from the nearest **** dealership, but they said they could arrange permission to transport the vehicle beyond normal miles. ***** several calls from their reps, and my concern the vehicle would be returned as well. Their **** ***** told me that there was a re-unite and my car would be returned to me. They made arrangement for tow service and on Nov 8th the tow company picked my **** up with a flatbed tow truck & took to ************. Service was done quickly and was complete on Nov 11.I called roadside service to arrange for the re-unite and was told they dont initiate the re-unite, that the dealership does. I contacted the dealership and they said they didnt do re-unite They did agree to contact their Mini USA **** but after several days, they explained they could not arrange this. I contacted roadside service multiple times, but was told that roadside service does not do this arrangement. I explained it was their rep that told me about the re-unite BEFORE I ever sent my car away. I contacted Mini USA and **** Customer relations - even opened a case with ********************** Was told a case manager would be assigned and contact me in 1-5 days, I received a call from the case mgr today, and he told me it was Roadside Assistances issue and Mini USA had no way to escalate or investigate further. I had asked if they could listen to phone call when rep had told me they would re-unite my car.My car is stranded 500 miles from me! Its been 14 days since it was towed. Every ********** of **** says they arent responsible for initiating a re-unite! The tow company that took it out quoted me $2000 to return, and Im now waiting to hear from a auto shipping company to see if they can transport it to me. Im so stuck!

  Business response

  12/01/2022

  In response to the customers claims for reimbursement, the customer is being reimbursed $710 according to the receipts she provided.  The customer was advised that there would no additional reimbursements for rental or other out of pocket expenses.

   

  Customer was further notified that any future requests for towing and Roadside Assistance would be customer pay as this vehicle is a ******** vehicle.

  Customer response

  12/01/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have owned a Mini for over 35 years. I am in the process of restoring a 2007 convertible S and brought it to the MIni dealership in ********** (Century BMW) on June 7th to correct a parasitic draw on the battery. They identified the problem as the aftermarket radio that had been installed, recommended a stereo shop nearby to correct it and charged me a little over $1000. I made an appointment with the stereo shop and they pulled the radio and said it was not the cause of the draw and charged me $100 for the check. Brought the Mini back to the Mini dealership to correct the issue. They kept the car until September 27th at which time they indicated it had been fixed, the culprit was the fuse box and they further confirmed that they did a post installation draw test and let it sit over a weekend as well. A few days later I went out of town for 2 weeks only to come back to a dead battery. I brought it to an independent mechanic who tested it, indicated the draw still existed and then charged me $70 for the test. Be glad to provide all supporting documentation.

  Business response

  11/07/2022

  Called customer 2 times and sent 1 email -no response from customer

  
  

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We recently purchased a 2016 Mini ****** F55 with ****** miles.The vehicle currently ****** miles.While backing out of my driveway the driver's side front coil spring broke. My mechanic informs me that new springs are no longer available for a 6 year old vehicle. I contacted the local Mini ****** dealer and they verified that springs are not available. It makes no sense to me that parts aren't available for a 6 year old vehicle.Currently we're searching for used springs that I'm concerned will break as well.

  Business response

  11/07/2022

  No reimbursement for 3rd party repairs or used parts -customer notified

  
  

  Customer response

  11/10/2022

  
  Complaint: 18295767
  
  I am rejecting this response because: The original complaint was that the new spring is no longer manufactured so that I was forced to by a used strut and spring assembly so I'm able to drive the vehicle. I would have preferred buying new so that I didn't have to worry about another spring breaking.
  
  
  
  Regards,
  
  ***************************

• Initial Complaint

  09/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/21/2022, my boyfriend took his Mini Countryman in to the *** dealership to fix a flat tire on rear of car with car mileage of ******, which is no longer under warranty. Upon further inspection by the mechanic, the mechanic sent my boyfriend a video of the broken front engine mount. A broken engine mount for a low mileage vehicle that is solely used for around town transportation seems odd and not something our average driving habits should be capable of doing. Therefore on 7/25/2022, I contacted ********************* and opened a case for further investigation and was told a case manager named ******* would contact us within 5 business days. On 7/26/2022, we returned the car to get the engine mount replaced. The case manager ******* did not attempt to contact us until around 8/4/2022, which is more than 5 business days. ******* left us a voicemail and when we tried calling him back, we got his voicemail and left him a message. ******* did not try to reach out to us again until 8/9/2022 and left us another voicemail. We tried returning his call but had to leave another voicemail. We did not hear anything until ******* left us another voicemail on 8/26/2022. Finally on 8/31/2022, I reached out to customer service and the representative told me that ******* was unable to park his car at work and that he is driving around the building b/c there is a local event going on around the office and there is no parking. I asked to speak to a manager which the manager that answered was very dismissive, unhelpful and arrogant. He told me that ******* closed the case and he would reopen the case. I continued trying to contact another person on 8/31/2022 at which time, I was finally able to speak with a gentleman that offered assistance with connecting me to ******* around 8:00 PM EST. ******* asked me a few questions for the case and said he would be in touch in the next 5 business days. As of 9/17/2022, we have not heard a word from *******. UNACCEPTABLE & DISGRACEFUL!

  Business response

  10/25/2022

  The case has been resolved, we have offered the customer a partial reimbursement of $1,215.79.  The check was approved last week, the customer should allow ***** business days to receive the payment in the mail.

  
  

  Customer response

  10/25/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩