Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/28/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive never had engine problem with my vehicle until I took it to ***. They fixed my belt and oil head on my vehicle. I had the car back for a total of 4 days before my engine locked up and was told they dont know what it could be. Also stated it could be fragments of the belt inside the engine. I believe they caused this issue cause Ive never had any trouble with my engine

  Business Response

  Date: 03/29/2025

  Good Morning,
  
  I noticed this is your first visit to Roadshow *** and we do not have all the vehicles service records. I have reviewed the last repair order #******* and have spoken with your service advisor, **** ********. He explained that the vehicle had no drive belt on it when it originally came in because of oil saturation from the leaking oil filter housing.  Its very possible that the damage was already done and now made itself relevant. This is not uncommon on this engine. I have also noticed the estimate to remove the oil pan and perform an inspection as to whether the belt was sucked into the engine was declined. The next step would be to remove the oil pan and inspect the damage. We would be able to offer some discount toward that repair. You can reach out to myself or **** and discuss our options.
  
  Best Regards,
  
  ***** *******
  Service Director
  *******************************************************************

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was towed to Roadshow 5/25/23 because my battery was dead. Previously another auto shop installed a battery and service advisor ******* said it was the wrong size, and that I needed to purchase a new one to diagnose the issue. Purchased new battery and he said it died that same day so I they need to perform an additional test to watch it sleep overnight, $700. Sometime later he told me it was an instrument cluster and they had to order it. They also replaced struts(I had an extended warranty). I mentioned to ******* I was going through identity theft and all of my devices were hacked. I asked if the software would be adjust because its not working correctly. He said they would have to because that part is in the dash. They had my car for over a year. I call to get updates, they never reached out. Finally got my car back in July 2024. I revisited to show my car still wasnt preforming correctly. My profiles change on their own among other things like the widows would be down. I then went to ****** to help since I did purchase it from them in another state. The manager said he spoke with ******* and he said they only update software if its electrical problems. I have electrical problems!!! The same I had before and now my battery is actually worst. I am traumatized at taking my car back to them yet this is the only *** here. ******* is already saying my car could have multiple problems so why would I trust them. This has been the most horrific experience with a dealership. Its not my first ***, Im used to ********** and never have I experienced this. Feels like they totally took advantage of a black female. I have been gone from ******* for years only to experience the exact tension I left.

  Business Response

  Date: 02/07/2025

  Our most sincere apologies; we missed the first email received about this complaint. We are researching and will update the complaint by *** today. Thank you!

  Business Response

  Date: 02/07/2025

  Ms. *********,

   

  I have spoken with your service advisor, ******* ********. and we would like to get the vehicle back in to see what's going on. As far as the software update is concerned, I think we only updated the Instrument cluster once it was installed. We would be happy to look at it for you, and you can call me directly or reach back out to *******. My contact information is provided below.

   

  Best Regards,

   

  ***** *******

  *******************************************************************

  ************ ext # ****

  Customer Answer

  Date: 02/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  ****** *********

  ****************

  *******, ** 38104

  
  

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22849717
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 03/05/2025

  We have invited the customer back in to review the software issue.  Their appointment is scheduled for March 10 @ 9:30 am. 

• Initial Complaint

  Date:10/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We discovered during the excessive heat that the video display was not readable. We took the car to ***, who stated that the protective shield had not been removed when the car was sold and had and had cracked the dealership, keeps a verbal summary from the technician who confirmed this. The dealership refused to fix it themselves and stated we could buy an aftermarket screen, and they would respond. Recently, we went back to the dealership to discuss this their service manager offered several other solutions in mockingly refuse to even consider. We have purchased five vehicles from this dealership. We will seriously never purchase any further again we contacted *******, who simply referred us back to the dealership.

  Business Response

  Date: 10/31/2024

  Ms. ******* ***********,
  
  I guess there was a server/ firewall issue on the first request.***** sent me this information with this open contact today.
  Please make sure you notate in the reply that when we originally received the email,the complaint wasnt loading. We reached out to the BBB for help, but we could not see the complaint until today.
  
  I read Mrs. ***** concern about the control display, and we would like to invite them back in to see the control display. I would like for our Shop Foremen and myself to review the screen before we make any decisions as far as participation in the repairs.
  
  We can be reached with the information provided below.
  
  ***** *******
  Service Director
  *******************************************************************
  ************ ext # ****

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 22, I purchased 4 new run flat tires, or what I believe to be new. Houston was my service Rep. ** that time, I was told that I needed strut work done and Houston recommended I go through my insurance because it was going to be expensive. ******* was trying to get a buttload of money. I told him I wish he told me that before having me purchase four new tires. He said he didn't know. ******* told me I was good to go in April after getting the tires and said I did not need the strut work immediately. I asked him specifically if it was safe to drive, and he said "yes, I wouldn't be letting you take it out if it wasn't". I remember it clearly. Less than two months later, 14 June, one of these "new" tires, was suddenly flat. I did nothing or ran over nothing for it to happen. We towed the car back for ******* to tell us that my driving the car with the bad strut caused me to damage the tire, and they couldn't fix or replace it!! I want my money back for the tire and warranty plus the lyft cost and gas cost to get a ride to work, tow the car back and forth, and the gas to go back and forth immediately, as I've not only submitted a bad review to *** but reached out to the manager or Roadshow to get no response from either!! If I hear nothing on the BBB complaint, I will seek the assistance through attorneys. Also, I want my money back from this so called oil service change agreement. This is the only *** in the city, and I refuse to go there again because of the service or lack of that I received, not to mention every other place as I've owned two ***s requires oil changes at 5,000...they have agreements and want to make you wait ****** miles, this is inexcusable, and I want my money back!!

  Business Response

  Date: 07/16/2024

  Please see attached documents for this issue. 

   

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21972974
  
  I am rejecting this response because they lied multiple times, took my money and refuse to do the right thing.  It is ashame that this business treats customers like this, especially a Veteran that's served for more than 20 years!! Potential customers, please take note and consider another business.  It's unfortunate we're stuck with this one dealer, but we have other places that repair the **** around to include Dr ****** and Alpine!!! Thank you BBB for allowing me to try to work this out with them; unfortunately, it was not a success, but please maintain on file as a matter of record with me as a very unsatisfied past customer!!! Thank you.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/19/2024

  Hello ***************, I sent you the following email on Monday July 19 hoping to find resolution. I did not receive a reply from you.

   

  Good Evening ***************,
  
  Is there a specific resolution you are seeking that you would find agreeable?
  
  Thank you,
  *****

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21972974
  
  I am rejecting this response because I made it clear what I was requesting, and they were not willing to apologize, refund me, and do the right thing.  As I've already stated, close the case with it unresolved from me as a disappointed consumer!! And please keep public so others will know my experience!! Thank you.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/25/2024

  We have received word back from *** of *************, and they have informed us that Tennessee is a non-cancellation state for the $225.00 oil change package. So, should ************** change your mind about the oil changes, the contract will remain active for the three years as stated.
  It is unfortunate that we cannot find an agreeable solution;however, the invitation is still open if she would like to get your insurance company involved to review the suspension damage.  
  It looks like we will not be able to resolve this matter,please close this case.
  
  Best Regards,

  
  *************************
  Service Director
  **************************************

  Business Response

  Date: 07/25/2024

   

  Good Afternoon,

  You can review all the documents attached in this email, plus the three videos we sent **************, and we are not going to be able to resolve this case. Can you please close the case?

  Best Regards,

  *************************

  Service Director.

  *********************

  Customer Answer

  Date: 07/29/2024

  Complaint: 21972974
  
  Once again, nothing has changed.  They continue to insult me.  I am rejecting this response because I made it clear what I was requesting, and they were not willing to apologize, refund me, and do the right thing.  As I've already stated, close the case with it unresolved from me as a disappointed consumer!! And please keep public so others will know my experience!! Thank you.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is my second attempt to contact BBB. I initially took my 328I and my x5/ 3.5I to *** for repairs on 8/11/2023 today is 3/22/2023 and my vehicles are in worse shape than they were before i took them there. Neither one of my vehicles are operable. I had suspension and strut work on the both of them. I have spoken with **** ************************* on the phone, however he is never available to be seen, he had my truck towed to *** on 3/21/2024 because my back end had dropped on my truck and the ride was bumpy as if you were riding a horse. After *** put it on the machine, they are asking for ***** more dollars for a rear suspension {strut} job which they previously did. At this point I want a refund. I think they purposely messed up my vehicle. Now no one is available to talk. I was told by a mechanic who is no longer there they messed up my truck, they have inexperienced mechanics and other things, ************************* the ** told me that they were short of staff, but they took my money and neither vehicle is drivable. At this point I'm afraid to let them touch my car or truck.

  Business Response

  Date: 04/23/2024

  Good Afternoon,

  *************** has already come in and we inspected her vehicle. She brought her mechanic with her, and we were able to test drive the car and duplicate her concern. We then put her car on the rack and went over our estimate with her and her mechanic and they agreed to the recommended repairs needed. She declined our recommended repairs and indicated that her mechanic would be repairing the vehicle. There were no duplicate repairs estimated for the rear suspension. 

  If I can be of further assistance, please feel free to reach me with the information provided below.

  Sincerely,

  *************************

  Service Director

  ************ ext#****

  **************************************

   

   

• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dec 16th to Jan9th I took my car to *** for Repair (key fob not detected) They said fod an issue and needed to charge me $700 to get Fix ok , Keep calling them for status for over 2 weeks, and then say Oh not Fod Need CAT cost $ **** for repair, no I don't to Repair my car I will take back home and they charge me $713 for misdiagnosis to repair my car.I get my car back unrepair and I pay them $713 for nothing.No loner car I have to call them every day for status.2012 *** X5

  Business Response

  Date: 01/11/2024

  Please see attached the email we sent to the client about this matter. The client has picked up his vehicle and paid his bill, which we agreed to discount about $100 as a courtesy to him. From our perspective this situation has been resolved. Thanks for the opportunity to review the complaint.

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 21120526
  
  I am rejecting this response because:

  Hello,

  I spent approximately 3 weeks with Roadshow in *******. I tow my vehicles to differences shop unrepair. because they misdiagnosis 1st time .and then they want to try with CAS $2700 if the key not fix the issue, I paid $715, and then try with CAS and still same issue I have to pay more. 

  I have to call them for status they never call and info me. waiting form Friday to Tuesday to get me bill (I called then to get Bills).

  I want my money back, town and more 3 weeks waiting. 
  
  Sincerely,
  
  *************

  Business Response

  Date: 01/11/2024

  Hi, we are not participating in any additional negotiations with this client. Please close this case.

  Business Response

  Date: 01/11/2024

  Roadshow *** does not feel that this situation warrants any additional action or a refund to the consumer. Thank you.

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21120526
  Hi,
  I am rejecting this response because:
  

  why I have to pay for something not repaid.

  why I have pay for misdiagnosis .

  after three weeks and then towed my car back as is and I have pay $715 for non repaid.

  why I have to pay for non professional jobs.
  Sincerely,
  
  *************

• Initial Complaint

  Date:05/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/21/21, we took our Mini ****** to ************* ************************************************************, to have an oil leak fixed. ********************** called and asked if anyone else had worked on the car because he found a bolt in the oil pan of the car. No one else had worked on the car. They left the bolt. Got the car back 12/24/21. Still leaking oil.1/6/22, we took the car back. Still leaking oil and started sputtering and stopping while driving. Got the car back on 1/20/22. They said they replaced the alternator. *************** said that the engine malfunction and the car sputtering was because oil had leaked on the belt and caused the problem with the alternator. It was still leaking oil.5/12/22 car taken back to fix oil leak. Got it back 5/20/22. It was still leaking oil.6/9/22, car taken back to fix oil leak. Got it back 6/28/22. *************** said that they found oil around the belt area but could not determine where the oil was coming from. Then they found oil slung around, but not from a specific area. They also found the drive belt was soaked in oil, and replaced the drive belt. Called back and let him know that still leaking oil and car was driving badly and making a noise that it was not making before. After we got it back 6/28/22 we did not think they could fix it. I contacted the corporate office, but we were referred back to the dealership. I called *************** and left messages, but never heard back from him.11/28/22 I talked to the manager, ******************, about the problem of getting the oil leak fixed and about getting a refund. He said to bring the car back and he would check everything and let me know about the refund.Took car back 11/29/22. Got it back 12/7/22. We saw a spot of oil and nothing since. Car still sounds loud and does not drive good. We are going to take to another mechanic to see what was damaged in process of them trying to fix. 4/13/23 Mr ******* left a message-no refund.Refund payments related to oil leak-$1,724.34 + labor & tax.

  Business Response

  Date: 05/16/2023

  To Whom it may concern:
  
  We have researched the above concerns of Mr. ***** **********************. Back in December 2020 the vehicle came to Roadshow with an oil leak,and we replaced the oil pan gasket and replaced the vehicles battery. ** December 2021 the vehicle came back in with another oil leak, and we replaced the valve cover gasket and a crankshaft seal. ** January 2022 the vehicle came back to Roadshow leaking oil from the oil pan gasket again and we were able to take care of that repair under MINI Type 2 Warranty from the manufacturer. The alternator also had an internal fault code and needed to be replaced, and Roadshow MINI was able to provide 50% Goodwill assistance toward the alternators replacement. The vehicle came back to Roadshow in May 2022 for another oil leak and the oil pan gasket failed again, and that repair was covered under MINI Type 2 Warranty. The vehicle came back again in May 2022 and received an engine drive belt, and the drive belt was installed at no charge to the customer. The vehicle came back on December 2022 for another oil leak and that ended up being a timing chain guide seal, and that part has never been replaced before; therefore, not allowing ** to take care of that oil leak under Type 2 Warranty.
  In summary, Mr. ***** *********************** replaced the oil pan gasket, the valve cover gasket, the crankshaft seal and the timing chain guide seal over a two-year span and with a mileage lapse of ****** from 12/2020 to 12/2022. We only charged Mr. ***** *********************** for the original oil leaks at the time and for the repairs once. All those repairs we performed are still covered for two years and unlimited mileage at any MINI dealer across the country.
  Although we do regret that the vehicle had to come back multiple times over the two-year span, the repeated oil leaks and repairs were covered by MINI *** under a Type 2 warranty. It does look like the manufacturer had an issue with the oil pan gasket on a few visits, but they stood behind the product.
  We would be more than happy to invite the customer back for the other concerns of sounds loud and does not drive good that they are experiencing now.
  If I can be of any further assistance, I can be reached with the information provided below.
  
  *************************
  **********************
  **************************************

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20062042
  
  We are rejecting this response because:  When they replaced the oil pan gasket, they left a bolt in it, per *************************  This caused it to continue to leak oil.  It leaked on the drive belt and caused the problem with the alternator, per *************************  Therefore, we should not have had to pay for the alternator or anything caused by the oil leak.  We continued to take the car back because they never fixed the oil leak.  Every time we got it back we would call them and let them know that it was still leaking oil.  We got it back December, 2022 and only saw a drop of oil and nothing since.  We are continuing to check.  

  We want a refund of $1,724.34 plus labor and tax.
  
  Sincerely,
  
  ***** And *******************************

  Business Response

  Date: 05/23/2023

   

  Good Morning,

  After reading the customer's response, we are not going to be able to reach an agreement. We would love for the customer to come in to see us and we can show them what repair we performed on the car and to explain the repair we made, but they indicated that they should not be responsible for any of the repair.  I am requesting that we close this case. if you need to get in contact with me, I can be reached with the information provided below.

  Best Regards,

  *************************

  Service Director

  **************************************

  *********** ext# ****

   

• Initial Complaint

  Date:07/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car into Roadshow *** on 11/1/2021 for a routine break inspection. They informed me that my rear breaks & rotors needed to be replaced. I said thats fine go ahead and replace them they did. They charged me the amount of $890.97 for the repair. Two weeks after I got everything replaced my breaks are scrubbing so I assumed they just needed time to get worn in so I called Roadshow *** to be sure he confirmed that the breaks needed to be worn in. Fast forward its 2022 and were in July and my breaks are still scrubbing. Each time I take my car into Roadshow *** it comes back worst then when it went in. I took it in for a coolant recall and I go back to pick it up and a week later its leaking coolant and theyre saying its my fault and refusing to fix their mistake. Now theyre attempting to charge me $1200 to fix it. Im tired of the constant ************** when they can just fix their mistakes and be done with it.

  Business Response

  Date: 08/01/2022

  Good afternoon,

   

  Sorry for my delayed response, I just received this communication today. We would be more than happy to invite the customer back up here to show them the coolant leak and the recommended repair. I can be reached with the information provided below.

  ********************* or **************************************

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17579618
  
  I am rejecting this response because: The leak in regards to my vehicle wasnt present prior to Roadshow *** performing a coolant recall and I had my vehicle in for maintenance earlier for this year and got my back breaks replaced and they have been squealing & grinding every since. Every time I bring my car in their always a problem with you all but when I take it to ********* there are problems at all. You all never want to take responsibility for your actions and their plenty of other customers who have similar complaints.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/03/2022

  This is an unfortunate situation with the coolant leak, I have spoken with our Shop *******, Service Manager and the Service Advisor and the current coolant leak is not related to any repairs that were performed on the recall. The coolant leak is at the back of the cylinder head and not related. The customer has been shown the coolant leak and has been provided an estimate to repair the vehicle. We are not going to be able to provide assistance on this repair, please close this contact.

  Sincerely,

  *************************

  Service Director

• Initial Complaint

  Date:05/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged for a brand new battery. My car won't even crank. And it's not the starter as they said they could fix for ***** dollars. I really don't know what is going on at Roadshow, but please beware, and I want them to get my car running like it was before I sent it to them for recalls. That was a serious mistake not sending it to *********. Step up

  Business Response

  Date: 06/03/2022

  Contact Name and **************************************** Dir
  Contact Phone: ********************
  Contact Email: **************************************
  I was reviewing our history and noticed that the vehicle has not been back here in about a year. We also noticed that there was several other items that were declined on the last visit that *** be related to some of the current starting issues today. Is there a time that we can get the vehicle back in for further diagnosis and see if we *** be of assistance? I can be reached with the information provided below.