MINI of San Antonio

MINI of SA for Life I am the proud owner of my 2nd MINI, both purchased at MINI of SA, I have had excellent customer service throughout the MINI ownership process: buildi I am the proud owner of my 2nd MINI, both purchased at MINI of SA, I have had excellent customer service throughout the MINI ownership process: building, receiving, & post-purchase follow up. Rickey Gutierrez is an enthusiastic & friendly sales associate who is knowledgeable about the products which he sells. Jeff Wallace is a competent & committed service provider who goes above and beyond assisting his customers with all of their needs regarding their MINI. He has followed up with me re: my satisfaction with my purchases and always asks if there is anything else he can do for me. Due to my satisfaction with the whole experience my answer is always "no". I plan to be a MINI of SA customer for life. More

A study on incompetence and refusal to accept responsibility This has been just about the worst experience my wife and I have ever encountered. My wife first wanted to purchase a mini back in Feb 2014. She cus This has been just about the worst experience my wife and I have ever encountered. My wife first wanted to purchase a mini back in Feb 2014. She customized the one she wanted, listed additional accessories and received the price quote. When she went to get financing at our institution, USAA, they informed us Mini of Austin was the one they had listed as a preferred dealer. That should have been our first indication that things weren't quite right w/ this place. After getting her discounts from USAA, she liked the final price and emailed her specifications to the Sales team of Mike and Jeff Wallace of Mini of San Antonio. Everything was rolling just right until we received the car and they did not have the additional accessories she ordered. Jeff and Mike told her not to worry they would call her to let her know when the parts came in. No call was ever received. After about a week of waiting my wife called and guess what??? The parts just happened to magically arrive when she called. An appointment was set to have them install a roof rack and a roof storage box, replace a BMW sunshade (not the mini one my wife ordered) that was placed in the trunk, and a rear boot cover. I brought the vehicle in and waited for the installation. When the technicians finished I asked about the mini sunshade and rear boot and they went over to ask Mike. Mike informed me that the sunshade would have to be ordered as well as the rear boot cover. He stated that they had mistakenly given my wife a rear boot mat instead of the cover, so he took the mat out of the rear compartment and went away with it. First thing I noticed was my wife had chosen a weird color for the roof box. It was silver. Our car is silver and black but it just didn't seem to flow w/ the car but I took it home anyway. I really didn't know too much about what my wife purchased cause this was her car, she built it the way she wanted it so I let her run with it. When she saw the box she stated that was not the color she ordered. She ordered a black one, which looks and flows a lot better. I then told her about the mix up w/ the rear boot cover and the rear mat and she stated she purchased the rear boot mat as well and showed me the build list. She called the dealership and spoke w/ Jeff Wallace. He was the one who placed her order. She told him about the box being the wrong color, the sunshade being the wrong one, and the rear boot mat being taken from our car and right away Jeff begins with the excuses. He couldn't chose an option on the box color, he stated we didn't purchase the mat when it is clearly listed on the itemized list w/ the price we paid, and said nothing about the sunshade. He then tried to pass off the blame on my wife stating she did not specify a color for the box. She emailed a picture of her build to the dealership and it's clearly black. He then stated the parts department ordered the wrong part, then tried to pass the blame onto the technicians who have absolutely nothing to do with this ordering process. (I was a Ford Senior Master Technician in a former life). Never once did he take responsibility, never once did he apologize for the inconvenience, never once did he show show any inkling of being customer service oriented. He just wanted to pass the blame off on others and be done with it. That night my wife and I decided to do any inventory of everything we ordered and found that we were missing a piece for the flat load rear floor, our front floor mats were the wrong ones (she ordered the Cooper S ones). When she called back to see if the rear boot (once again she had to initiate the call and it was magically in again) and the right colored roof box had arrived, she also informed them about the missing piece in the back and the mats (including the rear boot mat Mike took out from our rear hatch). Jeff stated for her to drop off the vehicle to have the box replaced (it magically arrived again w/ no call from the Sales team) and they would get what she needed. They said she could drop off the vehicle, they would have a vehicle there she could drive until they were done. They set up a 8:00 appt and everything sounded easy enough...wrong. My wife shows up, Jeff Wallace is on the late shift...he's not there. He left no instructions to anybody about my wife's wrong parts or the rental she needs in order for her to get to the University. No communication...no courtesy...no customer service...NO LEADERSHIP. The service guy who was on duty made things happen, he got my wife a car to drive and took care of what he could with his limited/non existent information that was passed on. At least he did try and made things happen. When my wife goes to pick up the vehicle, she told me that Jeff is just avoiding her...mind you this is a small shop. When she gets the car back the roof box is the right color (check), the rear boot mat is in there (check), the sunshade would have to be ordered again (unsat) and there is no rear boot cover (unseat). She asks the salesman who helped her in the morning (Jeff is avoiding her mind you) about the rear boot cover and he of course doesn't know anything about it but says he will find out. At least this guy is trying. Jeff than walks up and says to my wife he thought she already had it. She said she did not and he goes to parts and checks and it's there. He places it in the car and once again no apologies, no "Is there anything more we can do for you"...nothing. Just a lack of courtesy, customer service, and responsibility again. My wife told him not to worry about the sunshade...she no longer wanted it and would like to be refunded the $60. Jeff said ok. She also stated she wanted the back piece for the flat load floor. He stated that was no longer being given. My wife told him that it is in the picture for the flat load floor on the website and she wanted what she ordered and showed him a picture of it on the website. He said he would try to find one and he did and gave it to my wife. A few days passed and she had not received any word on the refund so once again she initiated the call. Jeff stated he would have to ask his boss about it as they had "given" us that back piece and they ate the price of it ($239) and they had given us upgraded front mats. He then went on to say to my wife in a very condescending tone "As I have explained to you before that back piece was no longer being given" and he stated again "As I have already explained to you that website picture was old". He wife told him that they should update that website so that people know it is not a part of the flat rear floor upgrade. She also asked for his Boss's phone number. We came to the conclusion that Jeff Wallace is just an excuse maker. He is extremely unknowledgeable of the products Mini offers and he is the Sales Manager. He is unprofessional and lacks the characteristics of an informed manager. He passes the blame unto those under him and fails to take any responsibility for the actions of his sales team. Never once did he apologize for the inconvenience of my wife, who had to basically prove that she ordered the parts and then to receive them, was just like pulling teeth. She had to do his job...she had to check and make sure she received what we paid for. We are not asking for anything free or extra. We just want what we paid for...we want our items to be correct. I stat too much to ask in this day and age??? Jeff Wallace fails to communicate to his fellow associates and just shows a general lack of interest in ensuring a great experience for a new Mini Cooper customer. He failed at communicating with my wife on numerous occasions by not calling her to let her know any updates on parts or refunds or just to make sure that things were being taken care of correctly. Be warned that as a new customer, once you fork over your cash at Mini Cooper of San Antonio the customer service ends!! When we pay $35,000+ for a car, you expect things to be right...you expect to get what you ordered...what you paid for. As the manager of a sales team, a competent or concerned leader should want to make sure that what the customer ordered is correct. Where is the quality control in this place? How can they remove something from a customer's vehicle without making absolutely sure that what they are doing is correct (our rear mat)?? My wife basically sold herself the car...we should have been the world's easiest customer. They didn't have to sell anything...we gave it to them...all on paper...with pictures...and they still managed to get it wrong. We told them what they needed to do to fix it and they still managed to mess that up and give excuses all along the way. That is a study of incompetence...that is the mark of failed leadership...that is Mini Cooper of San Antonio. No wonder people would rather drive all the way up to Austin instead of deal with these morons, specifically talking about Jeff Wallace. I wish people could do all my work for me correctly and I could mess it all up and have no repercussions placed upon me. I'd rather be viewed as competent though. oh...and the refund issue was solved when we called Jeff's boss and left a message with him. We received a call about 10 minutes later stating the refund for the sun shade would be credited back. Then Mini of SA has the nerve to call us and ask us to notify them if we give them anything less than a "10"rating on our CSI (Customer Satisfaction Index) survey so they can discuss with us why they deserve a "10". We have a meeting with the General Manager to discuss our displeasure with our purchase tomorrow. We our going to explain to him the reason we are going to burn them on that survery is due to the incompetence of Jeff Wallace. Leadership and responsibility should go from top-down. In my eyes he is responsible for everything that went wrong with this transaction. He had the ability to make it better but instead he just buried himself deeper. I want his GM to know this is the type of leader he has as his sales manager. What outcome do I expect...nothing really but we can't just sit there and be quiet about this. We have to let him know and we want to let you know...stay away from Mini Cooper of San Antonio...stay away from Jeff Wallace...he is a black hole of idiocy...he'll suck you in if you get too close. Be warned. More

Misleading information, poor customer service Mini of San Antonio mislead me on the type of deal that I was selecting. I came in to LEASE a new 2012 Mini Cooper Hardtop taking advantage of a deal Mini of San Antonio mislead me on the type of deal that I was selecting. I came in to LEASE a new 2012 Mini Cooper Hardtop taking advantage of a deal that was posted online. Throughout the deal, the work lease was used consistently to explain my selection. As I find out now, they used their "Owners Choice" program to complete my deal. This program has similar terms of a lease, but it is a retail financing program. I was very upset to learn that the sales associate and financial associates never clarified this during the deal. I realize, I should do as much research as possible, but I also rely on people to be honest and fair. When I called in to discuss this, my questions were completely dismissed and I was promised a follow-up call with the sales manager, but never received one. When I called back (over a month later) to speak with the sales manager, he was not willing to make any amends regarding the problem. More

The service rep was attentive and professional. He insured I understood what was to be done and went over the results at the completion of service. insured I understood what was to be done and went over the results at the completion of service. More

Great dealership Jeff makes every one excited about MINI. Rickey is great salesman no pressure /very friendly and eager to show the product - we have purchased 5 MINI's from him All the staff is friend and Rickey is great salesman no pressure /very friendly and eager to show the product - we have purchased 5 MINI's from him All the staff is friend and helpful Service department (Benjamin and John) are outstanding they always find a way to work you in on busy day and get your service done More

Bought mini in Austin due to the attitude and negative service in San Antonio. The same type of service and attitude each time I try SA dealer. Austin treats you like a customer and family here they do no service in San Antonio. The same type of service and attitude each time I try SA dealer. Austin treats you like a customer and family here they do not care and seemed bothered. I will trade my mini in for some other type of vehicle since the service and customer service sucks. More

It was my daughter's 16th birthday and I wanted to surprise her with a new 2009 Mini Cooper. Our salesman (Alex) was great, he personally went out of his way to help me surprise my daughter by bringin surprise her with a new 2009 Mini Cooper. Our salesman (Alex) was great, he personally went out of his way to help me surprise my daughter by bringing her new Mini to our favorite restaurant with a big bow on the top of the car. This is where the positive experience ends! The first time my daughter had to bring her car in for her first free service they tried to talk her into buying a special oil additive; not trusting this, she called me and I told her definitely not! This happened numerous times when she would bring her car in for the free service. Once they even tried to charge her for new windshield wipers and when she stated that this was covered under the free warranty, they stated to her, "those are for the standard wipers, these are the ultimate wipers"! Well I'm glad my daughter listened to me over the years, because she laughed and told them, "I don't think so"! Another thing, the service department would always say they would call her when the car was ready to be picked up, but they would never call; she would always have to call them. Then when the car's warranty finally ran out the "brake service" light came on. My daughter called and made an appointment to have a complete diagnostic check done. She brought the car into service and talked to Benjamin. She instructed him not to make any repairs until they called her first. Well, of course they never called her and when she called them they said the car wouldn't be ready until 6:00 PM. When she arrived they told her all the problems with the car and that it was going to cost about $1800 to have everything fixed. They then asked her for authorization to make the repairs. She informed them that she didn't have that kind of money right now and didn't want to put it on a credit card; so she said she would bring the car back at a later date. Well she finally saved the money, made an appointment, and brought her Mini back to the dealer; again they (Benjamin) said he would call her when it was finished. After 5 hours, my daughter called and they said they didn't have the parts for the brake job! I couldn't believe it, a BMW/Mini dealer didn't have the parts for a simple brake job! On top of that, they never called her and told her this. It took 5 hours of the car sitting there at the dealership and then my daughter had to call them! She decided enough was enough; she took the car to "Brake Check" who had the parts and did the brake job in a little under 2 hours. I would not recommend this BMW/Mini dealer to anyone; especially the service department. However, is it worth it to have a pleasant sales experience and then find out that your service experiences will always be a nightmare! More