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ComplaintsforMINI USA
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Complaint Details
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Initial Complaint
07/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In March 2023, I purchased a new 2023 Mini Cooper SE 2 Door electric vehicle. This car does not perform as promised and is not properly designed. I was manipulated. There are design defects, which pose safety issues. First, the advertisements stated a range of 100 to 114 miles on a full charge, which ****** Mini also told me. Additionally, the advertising said it would take 4 hours to charge at your home and this is what I was also told. Instead, it takes 2 full days at home to get it close to a full charge. While selling the car to me, they promised the car would reach at least 100 miles on a full charge. This car does not reach that amount. Besides the range, it significantly drains the battery to turn on the AC and the heat. If it is cold outside, it will also drain the battery and drastically delay charging. I have to make a choice between being hot/freezing and getting to my destination or not turning on heat/ac and not getting to my destination. In one year, I have had 4 flat tires. I have been told it is because this car is heavier than a gas model. A ****** Mini mechanic also stated that this model weighs more than a gas model, making it more susceptible to flat tires. This car is not safe, nor is it reliable for a young woman to have. Imagine my tires blowing out on the highway or in a bad neighborhood. The tires go flat every 2 to 3 months. All of this information was withheld from me. ****** Mini has said there have been a lot of complaints about this car and told me these sound like issues with the car. All three entities are refusing to take accountability for their actions and for this product. I will not do business with any of these companies and will make sure others know as well. Also, ****** Mini did not provide me with the sales contract at the time of purchase. I have filed numerous complaints with MINI, BMW, and ****** Mini. This has been an ongoing problem. They are uninterested in helping me and saying there is nothing they can do.Initial Complaint
06/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This is a brand new car. The speedometer is about 5mph off. Mini says this is within Mini's guidelines. I have ask the dealership to help me and am told it cannot be fixed. I have even said I would pay a reasonable amount to have it fixed. I have called customer service and all they can tell me is to call the ** at the dealer. I feel it is very important to have a correct speedometer.Business response
07/15/2024
The complaint was reviewed by Flow MINI and per their calculations for the Maximum Permissible Speedometer Deviation, the speedometer is operating within the tolerance. The vehicle is operating as designed as designed.
The complaint has been documented.
Initial Complaint
05/23/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unresolved
Mini USA Company is putting a faulty convertible roof on their Mini Cooper Convertible cars. Selling vehicles knowing their is a defect in the convertible top. Tops can not be repaired. Resulting in a $7500. Full replacement of Convertible top. The convertible top unavailable due to many broken Convertibles. All of which falls on the purchasers financial responsibilities. This convertible top is defective. Production on this Convertible top should be stopped. My 2019 Mini Cooper w/ only 26,000 miles should not be broken. The car is not repairable costing a minimum of $7500. to replace the whole top, frame, vinyl cover & assembly. The manufacturer of this product & Mini Cooper corporation know this issue exists. I am not the only customer who purchased a convertible with a well know issue of defect & unreliability. I purchased a convertible because I wanted a convertible. The money I paid for my car was for a trustworthy, reliable vehicle. I have a depreciated vehicle. A convertible that is at the present time, not a convertible. I have an inoperable convertible at this time. My convertible car in showroom condition is worth nothing. My car is under 5 years old . Very low mileage of 26,000. Worth nothing. No one wants the car. Recall the Convertible top or stop production completely. I will continue to do my best in correcting this very sad & unfortunate situation for myself & other Mini Cooper Convertible purchasers with broken Convertible tops.Business response
07/11/2024
Customer was contacted and then offered Owner Loyalty towards a new vehicle. Customer never replied so case is being closed.
Customer response
07/13/2024
Complaint: 21749523
I am rejecting this response because:
I do not have the means for a monthly Auto payment at this time.
I am on a Social Security & Disability fixed income.
Thank You for the offer of $1500. off a 2025 Convertible Mini ******.
I would like a credit to my Mastercard in full for service's charged on 5/22/2024 .I would also like to be compensated for $120.00 credit given to my customer account from ************ on 9/13/2023. Credit I received was for summons of non inspection violation. I received after ************ failed to inspect 2019 Mini when I had an appointment to do so on 6/10,2023
Regards,
*************************Initial Complaint
12/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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 companyBusiness 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
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
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
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
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
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
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,
*********************
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Customer Complaints Summary
34 total complaints in the last 3 years.
14 complaints closed in the last 12 months.