Mini of the Main Line

I've been a MINI lover since I purchased my MINI Cooper in 2013, and I always receive excellent customer service. Most recently, I had my car in for an inspection since I shipped my car from CA to PA. My service advisor, Barry Strauss, was awesome and took good care of me with clear communication and ordering me a Lyft home. I highly recommend MINI of the Main Line.

I had an absolutely terrible experience with this dealership. I would not recommend it!! I do understand being short staffed but the communication is absolutely horrid. I had my car taken in on Wednesday to get work done on my car and/or potentially purchase a new car. It is now a week later and I have nothing to show for that week but a diagnosis that I already was aware of when I took in the car. I reached out to the dealership because I suspected that I had a broken timing chain and a coolant issue. I was told that work couldn’t be done on it without a diagnosis which could happen day of depending how soon I got the car in. I immediately had my car towed in and followed up with the rep I spoke with to inform her that I would be bringing in my car. That same day I got a text advising me my of my service reps name. I did not get a breakdown on diagnosis until Friday. The rep was forthcoming and apologized for the delay was he was short handed and I appreciate Scott for that. He gave me time to think about my options and I got back to him first thing Monday morning to discuss my options and decided to forgo repairing my car but to rather purchase a new/preowned vehicle. He took my information to pass to his sales manager who he mentioned would get back to me. I got a call from Dan Young the following day. I had expected to hear back the same day from the Sales Manager seeing as we were now getting close to a week without me having a car. I was more than ready to purchase a car at that moment but I got a mediocre offer on my car. I asked Dan to provide me with certain information during our call I.e. the carfax, full detailed report of the service they did on the car when they received it. He got back to me at the end of the day with my quote on a car I selected but did not provide me with the information I requested. I understand the carfax was included on the listing but he did not answer the questions I had and knew I would get those answers from the detailed inspection that they do and he assured me they do when we spoke. I am overall disappointed with the service I got from this dealership and have decided to take my business elsewhere. In my fair opinion there should be no reason to take a week with all this. I paid for a diagnosis that informed me of the very information I was aware of when I came in. Being in customer service I am understanding of the labor shortage and that is why I asked for the information I needed directly so I can make a quick decision instead I got the run around. I reached out to the dealership to let them know I wouldn’t be making a purchase with them and would be sending a service to collect my car. I made the necessary arrangements to get my car and when my tow service arrived to get it the gentleman was turned away instead of giving me a call so that I could immediately rectify the situation. I am left paying for a tow service thrice because of the incompetence and numerous dropped balls. I am grateful to Scott who apologized for the delay and got me the paperwork I needed so that I could have my car released. Overall pity full. The only reason I’m giving customer service 2 stars is because of Scott. You would think the amount the charge for anything, which is overpriced, you would get better response times and customer service.

I recently brought in my 2021 Mini Cooper for some warranty service. And although there was some damage done to my vehicle while it was in the shop, Scott my service advisor did a great job at helping to make things right again and in correcting the issue. He was accommodating, patient, understanding, and super helpful! I appreciate everything that Scott did to help me out and big kudos to him!