- Report: #927923
Complaint Review: Bob SMith Mini - calabasas California
Reported By:
sarah -
newbury park, California, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Bob SMith Mini
calabasas, 91302 California, United States of America
Phone:
(818) 444-1650
Web:
www.bobsmithmini.com
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Bob SMith Mini Bob SMith BMW horrible from beg to end calabasas, California
We are very disappointed with Bob Smith Mini of Calabasas. We were looking for a third car as a commuter to save miles on out other two cars and thought it would fun to get a mini. The sales person we thought was accommodating and helpful finding us our JW Motor works pre owned minicooper, telling us to come back the next day to get a few things fixed (chip in the windshield, funny sound on the clutch, and dull red stripe which he said we could get re done).
We left happy, and the next day it went all downhill from there.
The salesperson denied the mention of the clutch and replacing the stripe (it was much worn and needed to be replaced); luckily the chip in the windshield was mentioned in the sales contract so they had to do that repair. After talking to sales manager he finally agreed to pay for half the sticker repair. We ended up doing it on our own as they were going to
require us to take time out of our day to drive to Van Nuys and get it fixed.
We also had mentioned that the car was out of alignment as it pulled pretty hard to the right, they said we had done that in owning the car only 12 hours as we got there in the morning?
A month later it was up for service and there were a few issues (for a pre-owned certified car, that was surprise) and they let us know that we indeed did not have run flats like the car should have come with, but instead normal tireswhich is awesome as there is no spare on the mini and I was 8 months pregnant at the time. They told us they were not going to put the
correct tires on the car. Also the windshield wipers, which were supposed to be included in the maintenance plan, was not covered as the previous owner must have replaced the wipers with a non BMW brand, and they would only exchange the
wipers if the wipers were BMW. how were we supposed to check all these things the night we purchased the car, when we would have a assumed a 150 point check surely would have caught all these issues.
The final nail in the coffin was this week when, after telling them since we bought the car that the clutch was making noises since we bought it, the clutch went out. The service advisor, before even taking the car apart told my husband its your fault. How can you know that until you get it open, and proceeded to tell us it would not be covered under our extended care
plan or warranty as it was our fault?
After doing basic research we found that the Mini mechanics board had talked about a common clutch problem that was occurring that would cause the clutch to burn out with normal wear and tear. The advisor wanted nothing to do with that and let us know it would cost $4000. After talking with the much friendlier people at the new Camarillo Mini we discovered that they charge $110 and hour in labor vs. $195. For the horrible service we received since we bought the car, we will be purchasing our next car at Camarillo Mini.
My family buys quite a few cars every year, and I hope the way the advisors and sales staff at Bob Smith Mini feel about customer service was worth the loss of our combined familys sales for life. Not to mention the general rule of a
happy client tells two people and unhappy person tells five. Both my husband and I have been in the customer service/sales industry all our lives and have never been this unhappy about anything we have ever seen before.
We left happy, and the next day it went all downhill from there.
The salesperson denied the mention of the clutch and replacing the stripe (it was much worn and needed to be replaced); luckily the chip in the windshield was mentioned in the sales contract so they had to do that repair. After talking to sales manager he finally agreed to pay for half the sticker repair. We ended up doing it on our own as they were going to
require us to take time out of our day to drive to Van Nuys and get it fixed.
We also had mentioned that the car was out of alignment as it pulled pretty hard to the right, they said we had done that in owning the car only 12 hours as we got there in the morning?
A month later it was up for service and there were a few issues (for a pre-owned certified car, that was surprise) and they let us know that we indeed did not have run flats like the car should have come with, but instead normal tireswhich is awesome as there is no spare on the mini and I was 8 months pregnant at the time. They told us they were not going to put the
correct tires on the car. Also the windshield wipers, which were supposed to be included in the maintenance plan, was not covered as the previous owner must have replaced the wipers with a non BMW brand, and they would only exchange the
wipers if the wipers were BMW. how were we supposed to check all these things the night we purchased the car, when we would have a assumed a 150 point check surely would have caught all these issues.
The final nail in the coffin was this week when, after telling them since we bought the car that the clutch was making noises since we bought it, the clutch went out. The service advisor, before even taking the car apart told my husband its your fault. How can you know that until you get it open, and proceeded to tell us it would not be covered under our extended care
plan or warranty as it was our fault?
After doing basic research we found that the Mini mechanics board had talked about a common clutch problem that was occurring that would cause the clutch to burn out with normal wear and tear. The advisor wanted nothing to do with that and let us know it would cost $4000. After talking with the much friendlier people at the new Camarillo Mini we discovered that they charge $110 and hour in labor vs. $195. For the horrible service we received since we bought the car, we will be purchasing our next car at Camarillo Mini.
My family buys quite a few cars every year, and I hope the way the advisors and sales staff at Bob Smith Mini feel about customer service was worth the loss of our combined familys sales for life. Not to mention the general rule of a
happy client tells two people and unhappy person tells five. Both my husband and I have been in the customer service/sales industry all our lives and have never been this unhappy about anything we have ever seen before.
1 Updates & Rebuttals
best customer
sitka,Alaska,
USA
truth
#2UPDATE EX-employee responds
Sun, May 21, 2017
im sure what this report says is true.
but the business employes a service manager that has no clue what she is doing so this story sounds accurate. The service manager has had mutiple employees quit due to her tyrannical reign over the dealership. They quit because of her 100% when dealing with a person that is just trying to make themself look good on the backs of the employees who are doing it because they dont want to lose their job this is the kind of experience you will have.
The manager was heard asking an employee why he wanted to become a us citizen, she said, so Trump doesnt deport you then laughed at him. Most there think she is owed something by the owners therefore she wont be fired. A very sad situation to be sure.
unfortunately you had a bad experience too.
