ComplaintsforMINI USA

• 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,
  
  *****************************

• Initial Complaint

  07/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The National Traffic and ****************** filed a recall on the airbag sensor in my Mini ****** 2008 vehicle in 2015. My year of car was listed in the recall. Mini headquarters insists that it does not apply to my VIN number, but my year and model is clearly listed in the recall. They keep stating it does not apply to my VIN, but they clearly put an unsafe and faulty part in my car! Here are four major news outlets that are reporting my year of car being included in the safety recall. https://www.caranddriver.com/news/a15355121/bmw-recalls-91800-mini-coopers-for-airbag-sensors/https://www.nbcnews.com/news/**-news/bmw-recalls-91-000-mini-coopers-over-air-bag-sensor-n344226 https://www.aboutlawsuits.com/minicooper-recall-81033/https://www.edmunds.com/car-news/2005-08-mini-******-recalled-for-airbag-problem.html It clearly is included in the recall and I would like the cost of the repair refunded to me, especially since this is a safety issue. Thank you,*****

  Business response

  08/01/2022

  I spoke with the customer and advised her we are able to do a onetime goodwill reimbursement for parts only, totaling $357.94.  Customer will accept offer from the dealer with the reimbursement.

   

  Thank you!

  Customer response

  08/02/2022

  
  Complaint: 17580790
  

  I will receive a partial payment of $357.94, but this is not the entire amount that @miniusa owes me for this recalled part, so I am still expecting $409.02. The entire amount that is needed for the refund is $766.96. They are offering to refund the parts, fully knowing that ONLY a dealership's code reader can confirm a faulty part like this and after these parts are replaced, they DON'T WORK with your car unless a dealership is paid to calibrate the parts. The parts are WORTHLESS unless the dealership is paid to calibrate them to your car, which is why they should be refunding the labor.

   

  @miniusa is denying that my VIN number is included in the recall, even though the ************************************ has listed my year of car included in the recall and other cars of my make, model and year got their faulty parts replaced through the recall.  There is no evidence that my car did not include the recalled part considering others of my same year, make and model were included.

   

  I interacted with three different representatives at @miniusa and all were incredibly rude. @miniusa blamed the dealership for not paying the entire amount and the dealership blames @miniusa for not approving the entire refund. Obviously someone is not telling the truth. ****** was very combative on the phone and very difficult to deal with. Another rude phone representative referred me to Garratt @miniusa, and I left a voicemail, repeating my phone number twice on his voicemail for a callback. He emailed me asking for my phone number to call me. When I sent it to him, NO CALL BACK or response from Garratt, an @miniusa employee. I also spoke to another representative and she was incredibly rude too. 

   

  We own two Mini cars and it is shameful how they deny their own safety issues. @miniusa denies any responsibility when they are at fault. #minicooper #mini #minicoopers **** #johncooperworks 

   

   

  
  
  
  
  Regards,
  
  *********************

  Business response

  08/15/2022

  In response the customers most recent letter to the BBB, the customer was advised on 7/29/22 that as a one time goodwill gesture, the customer will be reimbursed for parts only as she went to an independent shop to have the part installed that she purchased from the dealer.

   

  Please let me know if you need anything else to update this case but we will not be offering any further reimbursements.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited MINI dealer in ******, ********** today to check a defective tire of my 2022 ****** S convertible. There is a small bump on the tire sidewall. I can recall it when I got the car, but I didnt consider it a problem until someone told me recently it is a tire defect . However, the worker at the service department does not admit it defective, and can not show me any evidence that it is not defective, neither. He basically gave me a hand-waved answer that it is caused by impact, and not defect. Here are some suspicious details. I asked him how he can just say it is not defective without any testing or thorough inspection. He said they saw these all day. To me, it means it is a common problem, their tire can not withstand impact during everyday use. MINI allows the problem exists. Why? As a customer, I can naturally conclude that MINI wants sell more tire insurance, or make money by replacing tires. I asked him whether he can show me some evidence that it is not defective. He said he is trying to educate me, I can ****** itIf I ask anyone in the dealership, they will give the same answer. So there are eventually just their words or what they believe, but they cant show me any evidence. I believe the least thing they can do is to open the tire, and verify what really caused the problem, and then conclude it is defective or not. Even there are 50% chance or more, it is caused by impact. They cant say it is not defect without verifying. When I said whatever I can see from ****** may not be the problem here. I asked him to check the tire and show me it is not defective. He said who will pay for it. So I got my answer now. They are afraid to open it, and see it is actually defective. Then they can not make money by replacing the tire. This experience tells me this MINI dealership doesnt take their product quality seriously. They can basically give hand-waved answer and blame the customer on any problem of their product. I hope MINI can take actions.

  Business response

  07/19/2022

  *** NA contacted ************** and advised *** NA does not manufacture the vehicle tires. ************** was advised he can contact the tire manufacturer directly. *** NA further advised unless road hazard protection is purchased or if a defect is found, the replacement tires are an out of pocket expense for the owner.

  
  

  Customer response

  07/19/2022

  
  Complaint: 17551761
  
  I am rejecting this response because:
  
  Does it mean any parts that are not manufactured by MINI USA are not covered by your warranty? The customer has to contact the part manufacturer if the customer has any questions? 

  
  Regards,
  
  ***************************

  Business response

  08/10/2022

  BMW NA declined offering assistance as tires are a wear and tear item and in the event of replacement, the tire is an out of pocket expense for the owner, unless road hazard protection is purchased or if a defect is found.

   

  In this case, ******************** discovered the tire had a bubble in the sidewall due to impact, which is not covered.

   

• Initial Complaint

  06/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchase a 2016 Mini Cooper. The previous owner had a two warranty on the Mini which is why I purchase this particular Mini. The previous owner replaced the motor mounts. On 5/28/20 I took the car to Mini of Kennesaw which they replaced the motor mounts again for the second time which came with a two year warranty which will expire 6/28/22. I decided to go to global Mini in Chamble, Ga and was charged for oil Schengen that was included into the warranty. Mini reimburse the money for that but Global Mini stated that I have to back to Kennesaw regarding the motor mounts which Kennesaw location is permanently close therefore not able to return to that location. I went to Ferman Mininin Palm Harbor, fl on June 24,2022 with it was still under warranty. Kelly from corporate ext 1451. Kelly called me on June 30, 2022 stated they will not cover the part for the third time and will offer a 10% discount.

  Business response

  07/18/2022

  Customer has a 2016 MINI Cooper Clubman with/106,400 miles. He is out of warranty. The dealer offer a 10% discount on a motor mount repair. He went to the BBB because he didn't accept it. I went to the Area Business Manager who offered an additional 20% (total would be 30% for repair) and customer did not accept and hung up on me.

  Any questions, feel free to contact me.

   

  Customer response

  07/18/2022

  
  Complaint: ********  
  I am rejecting this response because:
  
  
  
  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. ↩